T-Mobile Usa Inc

Revdex.com: tmobile has resolved the issue. Please close this matter.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]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to her handset exchange. On December 31, 2013, T-Mobile records reflect Ms. [redacted] was provided a Samsung Galaxy Note 3 handset as a one-time courtesy replacement for a Samsung Galaxy Note 2 handset. Please note that handsets purchased through T-Mobile receive a one-year Limited Warranty provided by the manufacturer of the handset. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
T-Mobile records confirm Ms. [redacted] is subscribed to our Premium Handset Protection (“PHP”) as of February 4, 2015, which is an extended warranty and also covers but is not limited to, theft, lost, or physical damage. It is important to note that PHP will replace the covered handset with a new or like new handset. Accordingly, pursuant to T-Mobile Policy, Ms. [redacted] has filed claims on various occasions and was sent a new or like new handset.
In Ms. [redacted]’s correspondence to your office, she states that she is covered under the California Lemon Law and requested that her handset be upgraded to an LG V20 at no cost. It is important to note, that T-Mobile is not the manufacturer of the handset; as such, Ms. [redacted] may contact the manufacturer of her handset to discuss any options available to her.
Nevertheless, on May 24, 2017, as a gesture of goodwill and in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to replace her Samsung Galaxy Note 3 handset with a new or like new handset through the Handset Exchange Program. Alternatively, T-Mobile offered to apply an account credit in the amount of $100.00 that could be applied towards the purchase of an LG V20 to cover any upfront costs. Regrettably, Ms. [redacted] respectfully declined both offers. Should Ms. [redacted] decide to accept either offer, she may contact me at the number listed below no later than June 9, 2017.
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 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.
Carlos T[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] 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 23, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is Computer Doctors of WPB, and that Mr. [redacted] has been designated as an authorized user of the account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the above-referenced account. Our records confirm that the account was activated on June 14, 2015, with four lines of service. Since the date of activation, the account has been subscribed to our BIZ Simple Choice Unlimited Talk, Text and Data family rate plan at $100.00 monthly for four lines of service, plus applicable taxes. Each of the four lines of service are also subscribed to our JUMP! 2handset protection $12.00 monthly plus tax for each line of service. As such, the monthly access charges are $148.00 before applicable taxes.
In addition to the monthly access charges, there are three open Equipment Installment Plans (“EIPs”) on the account. 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. On November 22, 2016, our EIP program was used to purchase an Alcatel Fierce XL handset, with no down payment required, and 24 monthly installments in the amount of $5.84, as well as an Apple iPhone 7 handset with no down payment required, and 24 monthly installments in the amount of $27.09. On November 26, 2016, our EIP program was used once again to purchase two additional Apple iPhone 7 handsets, with a down payment of $99.99, and 24 monthly installments in the amount of $27.09 for each handset.
In Mr. [redacted]’s correspondence, he indicated that he is experiencing issues with coverage. 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. T-Mobile has verified the address on the account and based on the coverage map, confirms that the account address is in a very good in building 4G LTE coverage area with no known issues. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage prior to his correspondence to your office.
A review of the usage on the account indicates that for the past three billing cycles, the lines of service have used an average of 1,978 voice minutes, 3,333 messages, and 9,725.77 megabytes (“MB”) of data. This indicates successful usage of the T-Mobile network. As such, T-Mobile considers the charges for the monthly service to be valid and owed.
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.
In an effort to amicably resolve Mr. [redacted]’s concerns, on May 1, 2017, T-Mobile issued credits to the account in the amount of $363.80 as a courtesy. The account remains active, with a credit balance in the amount of $100.00 at this time. T-Mobile respectfully declines and additional adjustments for this issue. Additionally, on May 3, 2017, T-Mobile engineering investigated Mr. [redacted]’s coverage concerns, and confirmed that there are no network issues occurring in his area at this time. If Mr. [redacted] experiences coverage issues in the future, T-Mobile recommends that he contact Customer Care at 800-937-8997 to complete the appropriate troubleshooting. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

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

Complaint: [redacted]
I am rejecting this response because: it is not factual. I have proof that I cancelled in a timely manner. Sent correspondence to back it up and submitted numerous final bills from [redacted] and was told that that was all I needed to do. 
Sincerely,
[redacted]

February 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 15, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced with regards to the iPhone 7 Trade-Up promotional offer. On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who traded-in their fully paid off iPhone 5 or above. Customers that purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7.
Please be advised that those that trade-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $250.00. Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant.
Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement.
T-Mobile records indicate that on September 9, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 128GB device. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $149.99 and agree to a series of 24 monthly installments in the amount of $30.00.
T-Mobile records confirm that Mr. [redacted] participated in the above referenced promotion on September 9, 2016; therefore should have been eligible to receive a trade-in credit and monthly EIP bill credits to cover the entire cost of the Apple iPhone 7 purchase. T-Mobile records further confirm that we have received the trade in device, which can be confirmed by using the UPS tracking number 1ZE700870375841268. Due to an inadvertent error, Mr. [redacted] has not yet received the trade in credit, nor has he received the monthly EIP bill credits.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to close the open EIP for the Apple iPhone 7 device, leaving Mr. [redacted] no longer financially responsible for the equipment. In addition, T-Mobile has placed adjustments toward the account in the amount of $120.00 which represents the monthly EIP charges that were assessed to the account over the past four months leaving Mr. [redacted]’s account with a credit balance of $120.00. T-Mobile regrets any inconvenience caused 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.
Lupe C[redacted] Executive Response

July 13, 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 1, 2017, regarding the above-referenced account.  Please note T-Mobile has resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile regrets any concerns Ms. [redacted] experienced with T-Mobile’s retail location and the service she was provided leading to additional account and device concerns.  On May 18, 2016, Ms. [redacted] activated the above referenced account at a T-Mobile retail location, with two lines ending in [redacted] and [redacted]. Please note that when activating a postpaid account with T-Mobile, customers are required to provide their social security number and photo I.D. to run a credit check.  The credit check approves the activation, as well as the amount of lines a customer is eligible for and if there is a requirement of deposit to be paid prior to activation.  However, due to an inadvertent administrative error, Ms. [redacted]’s social security information was not reflected correctly on her account.  T-Mobile apologizes for any inconvenience to Ms. [redacted].   T-Mobile records indicate that on May 17, 2017, Ms. [redacted] inquired about filing an insurance claim for the line ending in [redacted] with the insurance provider Assurant Solutions, Inc. (“Assurant”).  Please note the line was covered under JUMP! 2 at a cost of $12.00 per month.  The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.  Regrettably, Assurant was unable to confirm the identity of Ms. [redacted] due to not having an accurate address or social security number on her account from her activation.    Please be advised that T-Mobile bill cycle dates are established based on the date of account activation.  Ms. [redacted]’s account reflects that the bill cycle runs from the 19th of the month to the 18th of the following month and the respective due date is the 11th of each month.  Please note that customers are eligible for bill cycle date changes if the requirements are met.  Ms. [redacted] met all requirements, however, our records do not show a request to change the cycle dates.    T-Mobile records indicate that Ms. [redacted]’s account has been suspended a total of eight times since the account was activated for failed payment arrangements.  Payment arrangements are a courtesy extension to a customer’s bill due date.  Arrangements range from a one-time installment due within ten days or multiple installments with intervals due in seven to fourteen days.   T-Mobile records indicate that on October 2, 2016, December 19, 2016, February 9, 2017, March 11, 2017, April 27, 2017, May 13, 2017, June 6, 2017, and June 27, 2017, payment arrangements that were made with Ms. [redacted] with regard to her outstanding balance were not paid on time.  On each occurrence, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, collection activity automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third-party collection agency.  As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls.    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 Ms. [redacted] made payments to reactivate, the account was assessed a $20.00 restore from suspension fee per line of service on each of the eight occasions referenced above, for a total of $640.00 since the account activation.  It is T-Mobile’s stance that these charges are valid.   However, in efforts to amicably resolve Ms. [redacted]’s concerns, T-Mobile has agreed to apply a one-time credit to Ms. [redacted]’s account for the insurance on line ending in [redacted] from the date of activation through current date, in the amount of $214.00.  In addition a credit was placed to Ms. [redacted]’s balance in the amount of $359.94, to cover half of the restoral fees and to bring her balance to zero.  Furthermore, T-Mobile assisted Ms. [redacted] in providing a bill cycle date change, from the cycle close date of the 18th to the close date of the 24th, restructuring Ms. [redacted]’s due date to the 17th of each month.  Finally, T-Mobile has assisted Ms. [redacted] in assigning the correct social security number on her 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.   Juan C[redacted] Executive Response

October 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 28, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any inconvenience or misunderstanding that Ms. [redacted] may have experienced when cancelling her service with T-Mobile. T-Mobile records confirm that Ms. [redacted] canceled her account on March 10, 2016, when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 29th of one month to the 28th 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 March 28, 2016. Further review of Ms. [redacted]’s account shows that on March 20, 2014, she qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an LG Nexus handset in black. 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. Accordingly Ms. [redacted] was asked to remit a down payment in the amount of $180.00 and agree to a series of 24 monthly installments of $9.00. Additionally on July 16, 2015, Ms. [redacted] leased an Apple iPhone 6 16GB Gold utilizing T-Mobile’s JUMP! on Demand leasing option. JUMP! On Demand (“JOD”) is a lease option wherein customers are responsible for and agree to a total of 18-lease payments and they have the option to cancel their lease and return their handset at any time during the lease term. Ms. [redacted] was asked to remit a capital cost reduction payment in the amount of $54.00 and agreed to 18 monthly payments in the amount of $24.00. As the account was canceled prior to fulfillment of the EIP and JOD agreements, Ms. [redacted]’s remaining EIP and JOD balances were accelerated on the final billing statement. It is important to note that our records confirm that Ms. [redacted] returned her unpaid equipment and it was received on April 12, 2016. T-Mobile records show that Ms. [redacted]’s final statement included monthly access charges and applicable fees along with the remaining balance of Ms. [redacted]’s equipment totaling $532.37 due March 21, 2016. Nevertheless, as we want to ensure that our customers are provided the best experience possible, on September 30, 2016, an adjustment in the amount of $532.37 was applied to the above-referenced account to reduce the balance to a zero balance. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make 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 or 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. Chris L[redacted] Executive Response

July 3, 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 21, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] with regards to her T-Mobile account.  It is important to note that we have no record that T-Mobile advised Ms. [redacted] that a monthly payment of $108.00 would keep her account active. However on March 15, 2017, as a courtesy, T-Mobile extended a collection hold through May 8, 2017, and noted that as long as Ms. [redacted] made consistent payments of the monthly billed charges or more until the account balance is brought current, her account would not be forwarded to a third-party collection agency.    Our records indicate that on May 4, 2017, and May 25, 2017, Ms. [redacted] remitted two payments totaling $216.00 bringing her balance to $728.65 which has been calculated by combining unpaid monthly service charges prior to June 6, 2017, in the amount of $635.42, and monthly Equipment Installment Plans (“EIP”) charges, monthly access charges, and late fees for the billing period of June 7, 2017, through July 6, 2017 in the amount of $93.23.    Please note as the above-mentioned collection hold had expired and Ms. Milonovic’s T-Mobile account was in a past due status, her account was suspended on June 12, 2017.  It is important to note that Ms. [redacted]’s T-Mobile account was not referred to an outside collection agency as she indicated in her complaint.    On June 26, 2017, in an effort to amicably resolve this matter, T-Mobile offered to extend a collection hold through December 26, 2017, I order to give Ms. [redacted] ample time to pay his  past due balance while incurring current charges for her open line.  In addition, her account was restored from suspension.  Ms. [redacted] was satisfied with the above offer as a resolution to her 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.   Cesar R[redacted] Executive Response

July 6, 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 Name: [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 23, 2017, regarding the above-referenced account. Please note that the account holder of record is [redacted] and Mr. [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’ concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records indicate that, on June 10, 2017, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG V20 handsets. 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. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $264.00 per device and agree to a series of 24 monthly installments in the amount of $9.00 per device.
T-Mobile regrets any misunderstanding about the EIP program and the specifics of the offer to Mr. [redacted]. The down payment collected at the time of contracting is determined by several factors including handsets selected, individual account tenure, payment history, and credit information. Based on the above factors, Mr. [redacted] qualified to purchase an Apple iPhone 7 Plus handset with a retail price of $869.99 by making a down payment of $426.00. If Mr. [redacted] selected to return one of the LG V20 devices within the 14 day return period while also financing an iPhone 7 Plus, the previous down payment of $264.00 would be refunded and applied to the new down payment of $426.00 reducing the amount due to $162.00 plus applicable sales tax per device financed.
In order to provide Mr. [redacted] with a truly Un-carrier experience, T-Mobile has made a one-time exception and reduced the down payments owed for the iPhone 7 Plus handsets to $149.99 per device and ordered two new devices via our EIP offering. T-Mobile has also asked Mr. [redacted] to return his LG V20 handsets to our office at:
T-Mobile USA, Inc.
Attn: Liana
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile encourages Mr. [redacted] to use a traceable carrier and keep the tracking number for his records. T-Mobile also asks that Mr. [redacted] provide the batteries, USB cables, and charging ports included with these devices along with a note in the box with his account information. Once T-Mobile has received the devices and confirmed they are in working condition with no physical or liquid damage, we will close the EIPs for these devices and apply account credits for the amount paid at the time of purchase.
T-Mobile records confirm that, starting June 2, 2017, and for a limited time, eligible customers who purchase a new Apple iPhone on EIP and activate at least one new voice line of service on a qualifying rate plan, can get an Apple iPhone SE for free after rebate. T-Mobile records confirm Mr. [redacted] took the necessary steps to qualify for this promotional offer however, due to an inadvertent error, the iPhone SE handset was financed via our JUMP! On Demand lease option as oppose to EIP and therefore did not qualify for this offer. Nevertheless, in order to reach an amicable resolution, T-Mobile has applied a $400.00 credit to the account in order to honor this offer; the account now reflects a $400.00 credit balance which will be applied to upcoming billing statements until depleted.
The account has six active voice lines of service and is subscribed to the T-Mobile ONE @Work Tax Inclusive rate plan with a monthly cost of $230.00. Additionally, four of these lines are subscribed to equipment protection for an additional $51.00 per month bringing the total monthly recurring service costs to $281.00 taxes and fees included. The account also has recurring equipment charges totaling $95.01 including the LG V20 handsets. This brings the monthly recurring charges to $376.01 plus applicable sales tax on the financed devices. The account can receive monthly credits of $5.00 per line if it is enrolled in T-Mobile’s AutoPay feature which will reduce the monthly cost to $346.01 plus applicable sales tax on the financed devices.
T-Mobile would also like to take advantage of this opportunity to inform Mr. [redacted] of our Kick Back offer for additional monthly savings. Customers subscribed to T-Mobile ONE are able to get a $10.00 bill credit per eligible line when that line uses two gigabytes or less of data in the billing cycle. These credits appear on the billing statement following each eligible cycle. In order to take advantage of this program, customers must enroll via the T-Mobile app on their smartphone devices, online, or through our Customer Care teams and must pay their bill on-time.
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

August 30, 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 21, 2017, regarding the above-referenced account.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her handset. T-Mobile records confirm that Ms. [redacted] is subscribed to our Premium Handset Protection (“PHP”) for mobile numbers ending in 6622 and 5207. PHP is a device protection program provided by T-Mobile on behalf of Assurant Solutions. PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions.
Please be advised that under the PHP, Assurant will provide a replacement handset of the same or equivalent model, with a deductible of up to $175.00. However, if Assurant does not have the same make and model in stock, they will replace the current handset with an equivalent make and model. Please note that T-Mobile no longer offers the Loaner Phone Program.
On August 25, 2017, T-Mobile offered to replace Ms. [redacted]’s two handsets with two new LG Aristo devices. Ms. [redacted] confirmed that she received one of the replacements and was expecting the other to arrive shortly and declined the offer. Additionally, T-Mobile offered one month of service and credited $136.13 leaving the account with a zero balance. Ms. [redacted] accepted this offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

Revdex.com:
I wanted to let you know that the issue has been resolved.  They have adjusted my final bill - deducting the 13 days overcharge.  I made the payment today.  
 
Thank you for your assistance.  
 
Kind regards,
 
[redacted]

October 12, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 4, 2016, regarding the above-referenced account.  Please be advised that T-Mobile made several unsuccessful attempts to contact Mr. [redacted] regarding this matter.  At this time, T-Mobile will respond to both you and Mr. [redacted] with this message.
 
T-Mobile regrets that Mr. [redacted] has concerns with his handset and with our Handset Exchange Program.  T-Mobile records indicate that Mr. [redacted] purchased a new Samsung Galaxy S7 EDGE handset on March 12, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year limited warranty provided by the manufacturer of his device.  During the limited warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  The issue that Mr. [redacted] reported with the back of the handset lifting up is considered physical damage and is not considered a manufacturing flaw. 
 
Please be advised that customer safety is very important to T-Mobile.  We suggest that customers charge their handsets with the original charger that was provided with the handset purchase and that they do not charge the handset overnight.  In addition, if a handset is becoming too hot, customers should turn off all running applications and turn their handset off until it cools down.  It is important to note that all electronics generate heat, and it is completely normal for a phone to feel warm or even hot at times.  All handsets come built with a built-in safety switch to turn themselves off if they get too hot.  In addition, the Samsung Galaxy S7 and S7 EDGE handsets have a built-in application that will advise handset users when their handset is running at a hot temperature and provide the option for the users to automatically turn off the applications that are causing the handset to get too warm.  Mr. [redacted] may visit www.Samsung.com if he has additional concerns regarding the safety of his handset.
 
On September 3, 2016, Mr. [redacted] participated in our Handset Exchange Program and the replacement handset was delivered to a T-Mobile retail location for in-store pick up.  T-Mobile records indicate that when Mr. [redacted] brought his non-working handset to our retail location that his handset failed inspection as a result of physical damage and the replacement handset was returned to our National Return Center.  Mr. [redacted] was advised to contact Assurant to file a claim for his damaged handset. 
 
T-Mobile records indicate that Mr. [redacted] is currently using a Samsung Galaxy Note 3 handset and that he has been using this handset since September 2, 2016.  On September 21, 2016, Mr. [redacted] contacted Customer Care and requested a replacement handset for his non-working handset.  Since Mr. [redacted] was using a Samsung Galaxy Note 3 handset, a replacement for this handset model was shipped to Mr. [redacted] on September 23, 2016.  T-Mobile regrets that this was not the handset that he wanted replaced.
 
On September 30, 2016, a replacement handset for Mr. [redacted]’s non-working Samsung Galaxy S7 EDGE handset was placed.  The replacement handset is currently on backorder and expected to ship within the next few business days to a retail location.  Please be advised that Mr. [redacted]’s handset will be inspected and if it determined that his handset is out-of-warranty due to physical or liquid damage, he will be advised that he will need to file an insurance claim.
 
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.
 
Ally Y[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I have tried to contact Jennifer G[redacted] (Representative for T-Mobile) 4 times and have had no return phone calls or emails back from this company at all. On Sat 3/4/2017 I contact Jennifer and had no return email. On March 8 I tried calling Jennifer to find some resolution to our issues, Jennifer was not available and I left a message, I had no return phone call this day. On March 9 I again tried to call Jennifer and I left a message again and had no return phone call. On March 10 I had called Jennifer again and I left a message again and I still had no return phone call. The main reason I am rejecting this offer is the fact that the customer service representatives constantly changing their stories in what they are telling me each time I call in, and the fact that this is the second time in about 6 months of the same thing happening. I believe that the what is left on my bill should not be the amount that I should owe since I was not able to use my phone for 2 weeks and that they are charging me for that. A phone is useless if I can't use it to even get to my voicemail or texts. Not only that my bill over the last year to two years has increased dramatically. On the phone number ending in [redacted], I had requested that this line be disconnected a long time ago. T-mobile informed me that they would not charge me but they still needed to have the phone line on my bill, I told them no I wanted it off my bill, but they continued to put it on my bill, even though I only use this tablet at my home which has wifi. So therefore there is no need to have a second line on my bill. I have had constant struggles with this company to do the simplest of things and for some reason they can't seem to give me a consistent answer, on anything on my account and yet my bill continues to raise. One final thing is I had asked the night before my phone got shutoff to get an extension on my phone until next the customer service agent agreed to give me this extension and that I could pay the full balance of what I owed then. T-mobile is now claiming that he did not do this, but in fact he did do this, otherwise I wouldn't have been so angry with T-mobile I even verified the information back with the guy and he agreed. That is my complete and total understanding and to me since T-mobile did not do this, I feel like I was completely lied to and have decided not to do business with them again. What made it even more difficult is the fact that when I called back in they acted like I was on a totally different level. Therefore I am rejecting this deal until they come up with a better solution, because I feel like T-mobile completely lied to me and totally backed out of the deal that I had tried to make the night before my phone was to be shut off. I was trying to work with them, but I feel like T-Mobile does not want to work with me and since I have had no contact with Jennifer or any other T-mobile representative I can only feel that this is what is going on. 
Sincerely,
[redacted]

March 31, 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 March 24, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding her billing. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Alcatel One Touch Pop 7 tablets, and an LG V10 handset.    At the time of purchase, Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $35.84.   Please be advised that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled on December 10, 2016, the remaining EIP balance of $669.93 was accelerated and posted to the final billing statement dated January 11, 2017.    As a result of continued non-payment, on January 14, 2017, the account was forwarded to a third-party collection agency, Amsher Collection Services.   As a courtesy, and in an effort to amicably resolve this matter, on March 24, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $669.93 for the accelerated EIP charges bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated. 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 R[redacted] Executive Response

November 11, 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 4, 2016 regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on February 27, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6s Plus handsets. 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. T-Mobile regrets hearing of Ms. [redacted]’s recent billing concerns after a Change of Responsibility (“COR”) was done on her account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records confirm that on September 20, 2016, mobile number ending in 8113 and 8114 were successfully moved from Ms. [redacted]’s account to another T-Mobile subscriber’s account. Due to an inadvertent error, the above mentioned EIPs were not moved with the mobile lines ending in 8113, and 8114. As such Ms. [redacted] continued to be billed for the EIP. In an effort to resolve this matter, T-Mobile removed the EIP from Ms. [redacted]’s account. T-Mobile also issued a credit to Ms. [redacted]’s account in the amount of $62.50 for the EIP that was billed to her account on October 28, 2016. T-Mobile is pleased to report that Ms. [redacted] accepted this offer as resolution in full. M s. [redacted]’s account remains active with a balance of $232.53. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

August 22, 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 9, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder on record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to her account. T-Mobile records indicate Ms. [redacted]’s account was enrolled in T-Mobile’s Simple Choice Unlimited Talk and Text rate plan with 10GB of data at $100.00 for the first two lines. The additional line for the account was a mobile broadband (“MI”) line. Additionally Ms. [redacted] subscribed to the 5GB of data date feature at $20.00 per month for the line ending in 1145. Please note that as the account has voice lines combined with an MI line, the MI line is discounted $10.00 per month.
T-Mobile records indicate the line ending in [redacted] was cancelled on June 30, 2017. Please note that T-Mobile does not change customer’s rate plans without their consent, therefore when the line ending in [redacted] was canceled, the rate plan was not changed to an individual rate plan and was still billed with the above listed plan. Please note that customers can always visit T-Mobile.com to review and update their rate plans and services or contact our Customer Care department directly. At the time the line ending in [redacted] was canceled, the account reflected a balance of $200.11, of which $129.35 was past due; no payment was made to the account. The billing statement dated July 16, 2017, included a past due balance of $200.11 and new charges of $115.87, for a total of $315.98. A payment of $359.48 posted to the account on July 29, 2017. The account was adjusted $5.91 on the statement dated August 16, 2017, leaving an account credit balance of $49.41.
Upon speaking with Mr. [redacted] on August 20, 2017, the account was adjusted $93.40. The total credit balance of $142.81 for the account was issued as a refund. The refund can be expected within seven to ten business days.
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.
Jessica G[redacted]
Executive Response

April 14, 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 3, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has encountered regarding her account and appreciates the opportunity to respond to this matter.
Please be advised that Ms. [redacted] activated the above-referenced account number on August 1, 2014. T-Mobile records confirm that as of February 2, 2015, Ms. [redacted] was subscribed to the Select Choice Unlimited Talk, Text, and 30 MB’s Data, rate plan, which for $50.00 provides unlimited talk, text and 30 MB’s of data at up to 4G/LTE speeds depending on device capability. Data features providing increasing allotments of high speed data may be added for an additional cost. Additionally, Ms. [redacted] elected to add the 3GB high speed data feature for $10.00 to her mobile numbers ending in 1835 and [redacted], while she added the Unlimited Data feature with 7GB’s of Smartphone Hotspot to her line ending in [redacted].
T-Mobile regrets that Ms. [redacted] had concerns with her data speeds as she indicated in her correspondence to your office. Typically, we would request that she contact Customer Care with details of the problem, including the date, time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Regrettably, our records indicate that Ms. [redacted]s account is no longer active and as such, we would be unable to determine the cause of her data concerns.
T-Mobile reviewed the billing statements from November of 2015, to January of 2015, and over the course of those three months, Ms. [redacted] used an average of 100 minutes, sent and received multiple text messages and used an average of 10 GB’s of high speed data. As such, it is T-Mobile’s position that Ms. [redacted] was able to utilize the service and we consider the charges to be valid and owed.
Unfortunately, T-Mobile records confirm that on April 7, 2015, Ms. [redacted]’s account was cancelled for non-payment of services. Ms. [redacted]’s final billing statement dated May 2, 2015, reflected a total balance in the amount of $808.27. Please note that $629.77 was considered past due. Ms. [redacted] was assessed $178.50 in final equipment charges and applicable taxes and fees, which was due on May 22, 2015.
Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation. As Ms. [redacted]s account remained in a delinquent status with a balance of $808.27 on April 7, 2015, her account was cancelled for non-payment of services rendered.
Further, As T-Mobiles internal collection efforts were unsuccessful, on May 30, 2015, her account was referred to Enhanced Resource Centers, a third party collection agency. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. Ms. [redacted] may contact Enhanced Resource Centers at 800-501-7454 to discuss payment options. 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 P[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 ONLY WITH THESE CONDITIONS.
I have spoken with Mr. H[redacted]. I would not like for this complaint to be closed until all is resolved.
In addition, I will be mailing the phone tomorrow (within the 30 days) and will let Mr. H[redacted] know via email & phone when this is done. Also, I will pay the $600 for changing my service and I need a mailing address to mail that payment to and make sure that nothing has been reported on my credit. If anything has been reported on my credit, I will forward this information to pursue getting that corrected/resolved. Sincerely, [redacted]

May 20, 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 May 17, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. We regret to hear of any concerns Ms. [redacted] has experienced regarding T-Mobile’s handset exchange program. T-Mobile records confirm that on March 12, 2016, Ms. [redacted] purchased two Samsung Galaxy S7 Edge handsets through our Equipment Installment Plan (“EIP”) program. At that time, T-Mobile provided Ms. [redacted] a 14-day return period which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Additionally, by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide Ms. [redacted] with a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that her non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. According to our records, Ms. [redacted] has completed handset exchanges on the following dates: •March 24, 2016 •April 1, 2016 •April 17, 2016 •May 5, 2016 Please be advised, with Ms. [redacted]’s handset purchase a set of Terms and Conditions including the Limited Warranty was provided which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Nevertheless, although Ms. [redacted] is beyond her return period, in an effort to amicably resolve the matter T-Mobile is offering a 30-day period from the date of this letter in which Ms. [redacted] may return her Samsung Galaxy S7 Edge handset to my attention at the following address: T-Mobile USA, Inc. Attn: Brandon M[redacted]c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of Ms. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $346.50. Additionally, T-Mobile will submit a refund in the amount of $416.99 for Ms. [redacted]’s down payment and the past two EIP charges from the billing statements dated April 15, 2016, and May 15, 2016, which will be delivered via prepaid debit card within 14 business days. Please note that Ms. [redacted] will remain responsible for the remaining account balance. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, charger, and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer. 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. Brandon M[redacted]Executive Response