T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:The matter was not handled correctly.  They suspended my lines.  I They caused major inconcenience. Not to mention my bill still isnt right. I have called oscar back and left him message and havent heard back. 
Sincerely,
[redacted]

August 22, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted], regarding their recent interaction with T-Mobile. T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on May 7, 2016. At that time, Mr. [redacted] purchased one Apple iPhone 6S 16GB, one LG G4, and one LG Stylo. At the time of Mr. [redacted]’s purchase of his new handsets for use on the mobile numbers ending in [redacted], [redacted], and [redacted] T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it met his 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 Equipment Installment Plan (“EIP”) entered into at the time of the original purchase. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charges. Our records indicate that the equipment installment plan was added to Mr. [redacted]’s account on May 7, 2016; however, the first notice that T-Mobile received regarding a dispute of the associated charges was on August 13, 2016. However in an effort to amicably resolve this matter, on August 14, 2016, T-Mobile agreed to allow Mr. [redacted] to return his LG G4 and LG Stylo. Once these handsets are returned T-Mobile has agreed to waive the remaining balance of $475.37. The handsets can be mailed to me at the following address: T-Mobile USA, Inc. Attn: [redacted] T-Mobile recommends request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handsets, batteries, chargers, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned, such as the charger, a $40.00 restocking fee will be deducted from the credit offered above. If the handsets have sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than August 31, 2016. It is also important to note that T-Mobile was able to effectively place the account under Mr. [redacted]’s social security number and performed the proper activation of his account. Additionally, on August 15, 2016 T-Mobile placed an order on our JUMP! on Demand lease program for a Samsung Galaxy S7 32GB to be leased with 18 installments of $28.50 each. As an additional courtesy T-Mobile placed a separate order for Samsung Galaxy S7 Edge 32GB and T-Mobile has agreed to waive the cost of this device in full for the inconveniences Mr. and Ms. [redacted] experienced. Again, T-Mobile regrets any inconvenience to Mr. 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. James G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I don't owe a balance on the phone.
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. A check for the refund did arrive on 6/22/15 and was deposited to my account.  I am waiting to see thet the check clears.  If it clears successfully, then this issur=e is resolved.  If not, I will them inform you of that circumstance.  I certainly hope this is now really fully resolved!  Thank you for your help and support.Sincerely, [redacted]

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account.
Please be advised that we have made several attempts to contact Mr. [redacted] regarding his ongoing concerns, which have proven unsuccessful. Unfortunately our office has not received calls from Mr. [redacted]; however we have made attempts to reach Mr. [redacted] by phone call and have left an email as well providing contact information.
T-Mobile regrets any concerns Mr. [redacted] has regarding our Smartphone Equality program. Part of the eligibility requirements for our offer is that customer’s must pay their bills on time for 12 consecutive months, starting with the current month. In order to qualify for the program as of this month, Mr. [redacted]’s account for example would have needed 12 on time payments from April 2016 through April 2017. Any late payments will reset the timer. T-Mobile records indicate that there have been late payments on the bills due on March 4, 2017 and April 4, 2017. As such, Mr. [redacted]’s account is no longer eligible for the Smartphone Equality.
T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted]; therefore, he may contact me at the number below if he would like to further discuss this matter. 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.
Jamen F[redacted]
Executive Response

March 16, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

March 4, 2016, regarding the above-referenced file number. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. In Ms. [redacted] correspondence, she indicated that she has received collections notices for a T-Mobile account. Regrettably, we are unable to locate Ms. [redacted] account with the information provided in her correspondence. Upon speaking to Ms. [redacted] on March 8, 2016, we attempted to locate Ms. [redacted] account; however, Ms. [redacted] did not have the account number available at that time. Ms. [redacted] declined to provide alternate information, such as her Social Security Number, to locate the account in questions, and requested that no further phone communication occur. T-Mobile would like the opportunity to assist Ms. [redacted] in resolving her concerns. We request that Ms. [redacted] contact us at the number below to provide the account number in question, the mobile number associated with the account, or her Social Security Number, so we can locate the account and provide an amicable resolution. T-Mobile regrets any inconvenience Ms. [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

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

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] continues to have billing concerns with her T-Mobile account.  T-Mobile received Ms. [redacted]’s concerns regarding her billing and sent her an email to address her concerns on July 19, 2017, July 25, 2017, July 26, 2017, July 27, 2017, August 3, 2017, and August 8, 2017.    T-Mobile records confirm that on June 25, 2017, Ms. [redacted] requested to change her rate plan to our T-Mobile ONE rate plan which includes her taxes and fees with her voice mobile numbers ending in [redacted] at $205.00 per month.  Ms. [redacted] has a $12.00 per month equipment protection feature on all of her mobile numbers except for her mobile number ending in [redacted] for $84.00 per month. Please note that since Ms. [redacted] elected to change to our T-Mobile ONE with taxes and fees included rate plan; she is no longer eligible for the $20.00 credit for the fourth line free promotion on the mobile number ending in [redacted].  We would not be able to honor this promotion unless Ms. [redacted] changes her rate plan back to our T-Mobile ONE with applicable taxes and fees excluded.   Ms. [redacted] has three additional Mobile Internet mobile numbers ending in [redacted], [redacted], and [redacted].  Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] are both subscribed to our T-Mobile ONE Tablet rate plan for $75.00 per month and she receives an automatic discount of $55.00 for having an active voice line making them $25.00 each.  Ms. [redacted]’s mobile number ending in [redacted] is subscribed to our Mobile Internet rate plan with 4G speeds up to 2GB for $25.00 per month.  Ms. [redacted] receives an automatic $10.00 discount for her mobile number ending in [redacted] for having an active voice line making it $15.00 per month. We regret if Ms. [redacted] was provided with any misinformation regarding her Mobile Internet mobile numbers and we have yet to receive confirmation if she would like to change her rate plan on her mobile number ending in [redacted] to our T-Mobile ONE rate plan with unlimited 4G speeds.   In addition, Ms. [redacted] was offered our 2 Add A Lines for the price of 1 promotion, whereby eligible postpaid customers can get two additional lines for the price of one via bill credits of 50% off each Add A Line.  Ms. [redacted] is receiving her 50% discount on her Mobile Internet mobile numbers ending in [redacted] and [redacted].  After all her discounts Ms. [redacted] pays $7.50 for her Mobile Internet mobile number ending in [redacted] and $12.50 for her Mobile Internet number ending in [redacted].    On February 6, 2017, Ms. [redacted] purchased an Apple iPad Pro with our Equipment Installment Plan (“EIP”) offering on her Mobile Internet mobile number ending in [redacted] for a total of $829.99.  Ms. [redacted] was required to make a down payment of $109.99 and agreed to 24 monthly installment charges of $30.00 per month. It is important to note that customers are provided with the EIP agreement for a signature so that all details can be reviewed. This was sent on February 6, 2017 to Ms. [redacted] for review and it was returned signed.    In addition, Ms. [redacted] has previously participated in our EIP for other equipment and has been provided with a list of her equipment and accessories.  Ms. [redacted] pays a total of $91.73 in monthly EIPs.  Ms. [redacted]’s monthly access charges plus her monthly EIPs are a total of $425.73 per month.    Ms. [redacted]’s account was suspended on June 28, 2017, and on in July 10, 2017, we applied a courtesy credit of $174.08 for restore from suspension fees.  This is an important consideration when taking the above-referenced suspensions into account. When the suspension occurs in the middle of Ms. [redacted]’s billing cycle that runs from the 25th to the 24th of every month, the current monthly access charges are credited and prorated monthly access charges, including the monthly access charges for the next billing cycle, are billed on the next billing statement.  For this reason, the following billing statement includes monthly access charges spanning two separate intervals, which can resolute in a higher than expected bill.  Please note that prorated charges also occur when there is a rate plan change, feature change, activation, or cancellation of any kind.   As of August 8, 2017, Ms. [redacted]’s account is active with a balance of $1,034.51, which consists of her monthly access charges from June 25, 2017 through August 24, 2017, monthly EIPs, prorated charges from June 28, 2017 through July 24, 2017, a $5.00 payment support fee, and a $10.00 late payment fee.  It is T-Mobile’s position that the balance is valid.  T-Mobile provided Ms. [redacted] with her last three billing statement.  As a courtesy, T-Mobile placed Ms. [redacted]’s account on hold for payment until August 10, 2017.  Ms. [redacted] may also contact our Financial Care at 1-800-937-8997 for payment or payment arrangement options.   In an effort to amicably resolve this matter, on August 8, 2017, T-Mobile offered Ms. [redacted] the option to return to her previous rate plan to receive the fourth free line promotion, change her data plan on her mobile number ending in [redacted] to our T-Mobile ONE unlimited 4G speed Mobile Internet data rate plan, and the option to return her Apple iPad Pro Tablet or any equipment to our Executive office in exchange for a credit of the remaining EIP balance.  The equipment can be mailed to me at the following address:    T-Mobile USA, Inc. Attn: Ligia M[redacted] c/o Executive Response P.O. Box 37380 Albuquerque, NM  87176   T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile.  We ask that Ms. [redacted] please include the equipment, tablet, batteries, chargers, and her account information within the box to ensure proper credit.  Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above.  We also ask that Ms. [redacted] disable the “Find My iPhone” feature on any of her Apple devices or tablet.  If the equipment has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty or the Find My iPhone feature is enabled, the equipment will be returned to Ms. [redacted] and the remaining final EIP balance will then be considered valid.  It is important to note, Ms. [redacted] must have the equipment post marked for return no later than September 8, 2017 to take advantage of this offer.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.     Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

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]

April 13, 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 February 20, 2017, regarding the above-referenced account.  Mr. [redacted] has been designated by Mr. [redacted] as an authorized user on the account.   T-Mobile regrets that Mr. [redacted] still has concerns with our iPhone 7 Trade-Up offer.  T-Mobile confirmed that the mobile number ending in 9140 has been given an exception for the offer and that the credit in the amount of $20.21 was issued properly toward the EIP installment on the billing statement dated March 24, 2017.   Please be advised that T-Mobile contacted Mr. [redacted] on April 12, 2017 and he stated that the mobile number ending in [redacted] did not receive the iPhone 7 Trade-Up offer.  Please note that this line of service did not purchase the handset during the time frame offered as the account is not enrolled in a qualifying T-Mobile ONE rate plan or a Simple Choice rate plan with Unlimited Data, which was required for all upgrades starting September 15, 2016.  The mobile number ending in [redacted] upgraded on September 17, 2016 and did not meet the terms of the offer due to the rate plan on the account.   Nevertheless, as a gesture of goodwill, T-Mobile issued a final exception to the account and honored the monetary value of our 2016 iPhone 7 Trade0Up offer, which is a total monetary value of $649.99.  When the mobile number ending in [redacted] traded in an iPhone 6 16 GB handset, the account received a trade-in credit in the amount of $165.00 on October 19, 2016.  On October 26, 2016, January 7, 2017 and again on March 9, 2017, the mobile number ending in [redacted] received a credit in the amount $27.09 on each aforementioned date toward the EIP balance as a gesture of goodwill.  Finally, on April 12, 2017, T-Mobile issued a credit in the amount of $403.74 toward the EIP balance for the Apple iPhone 7 handset associated with the mobile number ending in [redacted].  The remaining EIP balance for the Apple iPhone 7 handset associated with the mobile number ending in [redacted] is $110.81 and will be billed via monthly EIP installments until it is paid off, which will be four payments of $27.09 and the final and fifth installment will be $2.45.    As of April 13, 2017, the mobile number ending in [redacted] has now received a total monetary value of $649.99 for our iPhone 7 Trade-Up offer as outlined above.   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

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. Also the one thing  that I really did appreciate is that when speaking to the CEO Mr. B[redacted] ,he told me that they are going to use my situation as a training  scenario for the new employees.  I think that would be for the best so no one has  to go through what I went through. I am very pleased with the solution. Sincerely, [redacted]

January 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 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 December 29, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any concern Mr. [redacted] has experienced with regards to his billing statement. On June 19, 2016, T-Mobile issued a billing statement in the amount of $328.25 which included a past due balance for monthly access charges taxes and fees and monthly Jump on Demand (“JOD”) lease charges from April 19, 2016, to May 18, 2016, in the amount of $161.62 and monthly access charges taxes and fees from May 19, 2016, to June 18, 2016, in the amount of $139.63 and monthly JOD lease charges in the amount of $27.00. On June 19, 2016, Mr. [redacted] remitted a payment in the amount of $161.62 and on June 20, 2016, T-Mobile issued a promotional billing credit in the amount of $7.00 which updated the above balance to $159.63. Our records indicate that on June 29, 2016, as Mr. [redacted] was traveling internationally, he seasonally suspended his T-Mobile account. It is important to note that as Mr. [redacted] seasonally suspended his T-Mobile account in the middle of a billing cycle, he was charged prorated billing charges on his upcoming bill. Additionally, as Mr. [redacted] suspended his complete account, he was to be charged a monthly fee seasonal suspension fee in the amount of $10.00. In addition, a billing statement with the due date of August 11, 2016, in the amount of $271.75 was issued which included a past due balance in the amount of $159.63, prorated monthly access charges, taxes and fees from June 19, 2016, to June 28, 2016, in the amount of $85.12 and monthly JOD lease charges in the amount of $27.00. Please be advised that on July 28, 2016, as payment was not remitted for the past due balance in the amount of $159.63, Mr. [redacted]’s service was suspended due to non-payment. Please note that on August 9, 2016, Mr. [redacted]’s service was restored from suspension and as a result each of his lines was charged a $20.00 plus tax restoral fee and he continued to be billed for his normal monthly charges on his upcoming billing statement. On August 10, 2016, Mr. [redacted] remitted a payment in the amount of $152.63 updating his balance to $119.12. On August 19, 2016, T-Mobile issued a promotional bill credit in the amount of $7.00 updating Mr. [redacted]’s balance to $112.12. In addition, a billing statement with the due date of September 11, 2016, in the amount of $374.29 was issued which included restoral fees in the amount of $140.00, the past due balance in the amount of $112.12, monthly access charges from August 9, 2016, to August 18, 2106, in the amount of $88.97, monthly JOD lease charges in the amount of $27.00 and prorated seasonal suspension fee charges from July 19, 2016, to August 9, 2016, in the amount of $6.20. On August 31, 2016, Mr. [redacted] remitted a payment in the amount of $150.00 updating his balance to $224.29. On September 19, 2016, T-Mobile issued a promotional bill credit in the amount of $7.00 updating Mr. [redacted] balance to $217.29. In addition, a billing statement with the due date of October 11, 2016, in the amount of $386.98 was issued which included the past due balance in the amount of $217.29, monthly access charges, taxes and fees from August 19, 2016, to September 18, 2016, in the amount of $142.69 and monthly JOD lease charges in the amount of $27.00. It is important to note that mobile phone line ending in 9440 was removed from Mr. [redacted]’s account and transferred to another T-Mobile account as a Change of responsibility. Please be advised that on October 1, 2016, as a payment was not remitted for the past due balance in the amount of $217.29, Mr. [redacted]’s service was suspended due to non-payment. Please not that Mr. [redacted]’s service was restored the same day and as a result a $20.00 per line restoral fee was charged on his upcoming billing statement. It is important to note that Mr. [redacted]’s Mobile Internet line ending in 1842 was charged restoral fees in the amount of $22.22 including taxes the two previous times his account was restored from suspension, but has not been charged for monthly access charges. It is T-Mobile’s position that all above-mentioned charges are valid and owed; however, in an effort to amicably resolve this matter, on January 3, 2017, T-Mobile issued a billing credit in the amount of $338.58 which is the billing amount that Mr. [redacted] is disputing, updating his T-Mobile account to a credit balance of $231.44. 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

June 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 June 20, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any confusion to Mr. [redacted] regarding the data packages offered by T-Mobile. As stated in our previous letters to your office, dated June 8, 2017, and June 19, 2017, T-Mobile has partnerships with other U.S. carriers that let customers use their network while outside of T-Mobile's network.
While T-Mobile seeks to offer as much coverage as possible on our own network, we must sometimes rely on domestic roaming partners to ensure the broadest domestic coverage possible for the most customers. This requires that we coordinate with third-party roaming partners in certain areas where we do not have our own network coverage. In these cases, we do not have the same ability to provide unlimited data roaming and therefore must place reasonable limits on off-network usage. Please note that T-Mobile’s Terms and Conditions specify the following regarding domestic data roaming:
“Your Device may connect to another provider’s network (“Off-Net”). This may happen even when you are within the T-Mobile coverage area. Check your Device to determine if you are Off-Net. Please do not abuse this; we may limit or terminate your Service if you do.”
T-Mobile records confirm that Mr. [redacted] is receiving notification that he has repeatedly reached his domestic data roaming allotment, as Mr. [redacted] is utilizing another provider’s network. The domestic data roaming allotment varies by data rate plan. Our records indicate that Mr. [redacted]’s account is subscribed to an unlimited data feature which includes 50 megabytes of domestic data roaming per billing cycle on each of his mobile numbers. Therefore, while connected to T-Mobile’s network, Mr. [redacted] will continue to receive unlimited data. Should Mr. [redacted] continue to remain dissatisfied with T-Mobile’s service, T-Mobile will allow Mr. [redacted] to return his LG V20 handset, within 30 day, in good working condition, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted]
[redacted]
[redacted]
Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $480.00 to the remaining Equipment Installment Plan (“EIP”), reducing the balance owed to zero. Mr. [redacted] may port his services prior to the end of his billing cycle, July 26, 2017. In an effort to resolve the matter, T-Mobile will apply a credit for the monthly recurring charges on Mr. [redacted]’s final billing statement, dated June 27, 2017.

Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below. 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.
Diana J[redacted]
Executive Response

August 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
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 file number.
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] recent contact with our retail location and Customer Care.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further.
As Mr. [redacted] advises in his letter to your office that he would like to have his number transferred to another account, T-Mobile has the option to complete a Change of Responsibility (“COR.”) 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. Please note that the account holder would need to contact T-Mobile’s Customer Care at 800-937-8997 to provide authorization for T-Mobile to speak with Mr. [redacted] and complete the changes requested. 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.
Andrew S[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.
All though in the business response to agree to provide me the 2 hand sets free, they didn't admit that that they employees miss lead me and create all this problem, I want to make sure to be thankful for the outcome onot this matter but at the same time to let know to other t-mobile customers that the store on enchanted Parkway in the city of federal way in the state of Washington and pretty bad reading the promotions they offer and to explaining it to you, and this cause the custumers to have extra charges and at the end they don't do anything to fix the issue but just to say I am sorry I mess up but I can't do anything about it . Sincerely, [redacted]

Tell us why here... February 14, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 1, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.  T-Mobile regrets any concern Ms. [redacted] has regarding her account.  On December 28, 2016, Ms. [redacted] subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data rate plan at a cost of $80.00 plus taxes for the first two lines and $10.00 plus tax for each of the four additional lines of service.  The line ending in 8025 had the JUMP! Plus insurance feature at a cost of $15.00 monthly plus taxes and the line ending in 6233 was subscribed to Name ID at a cost of $4.00 plus taxes monthlyT-Mobile records reflect that on May 28, 2017, Ms. [redacted] agreed to the following Equipment Installment Plan (“EIP”) for the line ending in 8025:• Samsung Galaxy S8 with $350.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $16.67.• Samsung Fast Charge with 24 monthly installments of $2.50.• Samsung Galaxy S 8 Case with 24 monthly installments of $2.50.• UE BOOM 2 Bluetooth Speaker with 24 monthly installments of $8.34.Please note 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. On the billing statement dated June 27, 2017, Ms. [redacted] was billed $374.63.  Please note that $150.01 plus taxes was for standard service charges, additional features, $107.82 in international charges on the line ending in 8091, and $83.86 plus taxes in international calls and the line, plus taxes and fees.T-Mobile records reflect that on July 6, 2017, T-Mobile Customer Care applied a courtesy credit of $17.97 for international calling charges.  In addition, on July 13, 2017, we received a payment of $42.00 and on July 21, 2017, we received a payment of $145.07, revising the owed balance to $169.59.On the billing statement dated July 27, 2017, Ms. [redacted] was billed $338.00, of which $169.59 was considered to be past due and $168.41 was for current service charges.On August 4, 2017, Ms. [redacted] canceled the lines of service ending in 6233, 0839, and 0838, leaving the line ending in 8025 active on her account.  On August 19, 2017, the line ending in 8025 completed a Change of Responsibility (CO), where the end user took the responsibility of on their own account.  The COR canceled the account and as such, the EIP balances were accelerated in full to the final billing statement.Please note that at the time of a COR, T-Mobile offered the new customer the ability to take over any EIP that was associated with the line being transferred, by agreeing to a new EIP agreement for the remaining amount of months.  As the EIP agreement were not signed, the remaining EIPs remained Ms. [redacted]’s responsibility.Review of the account confirms that courtesy credits totaled $193.56 were applied to Ms. [redacted]’s account for international calling charges.  As such, on the final billing statement dated August 27, 2017, Ms. [redacted] was billed $842.75, which included the past due balance of $144.44 and the accelerated EIP amounts totaling $698.31.  This balance was due no later than September 20, 2017.Please note that Ms. [redacted] was using a 4G LTE CellSpot router, loaned to her by T-Mobile.  T-Mobile records confirm that Ms. [redacted] did return the cell spot in a retail location, and therefore the non-return fee was waived in full on September 27, 2017, and made no impact to Ms. [redacted]’s current balance. Regretfully, as no payment was remitted to T-Mobile, on November 26, 2017, Ms. [redacted]’s balance of $833.39 after tax adjustments was referred to an outside collection agency by the name of Diversified Consultants Inc.  On November 28, 2017, a collection fee in the amount of $40.46 was assessed to Ms. [redacted]’s account revising her balance to $873.85.  T-Mobile considers this balance to be valid and owed.  As such, T-Mobile respectfully declines Ms. [redacted]’s request for compensation.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] can contact Diversified Consultants, Inc. at 1-877-550-1981 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. 341-8011.Very truly yours,T-MOBILE USA, INC.Juan [redacted]Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I will be contacting t-mobile using the information provided to resolve the matter. I will follow up if possible after contact has been made with a planned timetable for resolution and when all the issues are finalized.  I was unaware of contacts made outside the Revdex.com as this was unintentional to miss those attempts.  I thank them for the planned resolutions and look forward to resolving these issues and a continued business relationship.
Sincerely, *** ***

July 18, 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 July 6, 2017, regarding the above-referenced account. T-Mobile records show that the account holder of record is [redacted], and she has named [redacted] as an authorized user. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets to hear of any concerns that Mr. [redacted] experienced regarding his replacement devices. T-Mobile records reflect that Mr. [redacted] leased a Samsung Galaxy S8 Plus on June 7, 2017, on mobile number ending in [redacted] utilizing JUMP! On Demand. JUMP! On Demand is the perfect program for customers who like to get the newest device as it provides them the opportunity to upgrade their device for a new one up to three times per 12 months by turning in their original device and entering into a new lease for the upgrade. At the end of the 18 month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option price.
By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device, so long as the device does not have physical or liquid damage. Mr. [redacted] is eligible to receive an advanced replacement of his 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. Regretfully, Mr. [redacted] indicted that both of the replacements provided to him under T-Mobile’s Handset Exchange Program were not in working condition.
In an effort to amicably resolve the matter and upon speaking with Mr. [redacted] on July 13, 2017, T-Mobile offered Mr. [redacted] an LG V20 free of charge to be delivered to his billing address via UPS Expedited Next Day Shipping. T-Mobile also offered to close the lease on Mr. [redacted]’s Samsung device upon receipt of the device at our office. Mr. [redacted] was provided with the address to return his device to.
Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved, and has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his business.
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.
Adrianne F[redacted] Executive Response

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

receipt of your correspondence dated March 9, 2016, regarding the above-referenced account. T-Mobile is pleased to report that this matter has been resolved. T-Mobile regrets any frustration caused to Mr. [redacted] with regards to T-Mobile coverage and his payment refund. On February 22, 2016, Mr. [redacted] activated with T-Mobile under Prepaid Service and remitted a payment of $65.00 for the billing period from February 23, 2016, to March 23, 2016. T-Mobile Prepaid Terms and Conditions state that Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances. Additionally, we regret any coverage issues Mr. [redacted] may have experienced and are working diligently on network improvements throughout the U.S. Our goal is to provide our customers with the best experience possible, but unfortunately, T-Mobile is unable to guarantee coverage in all areas. Although it is T-Mobile’s position that Prepaid Service is non-refundable, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile agreed to provide Mr. [redacted] a Visa Prepaid debit for the amount of $65.00. Mr. [redacted] agreed to this offer as a resolution and will receive the Visa Prepaid card in 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. Cesar R[redacted] Executive Response

Revdex.com:Mr. [redacted] and I have corresponded outside of this complaint and came to the list conclusion. I have had a T-Mobile store check the device for any damages before sending the unit back. The Unit was sent back and on its way. The Unit have a tracking number and I requested a signature be required.
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]

July 18, 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 July 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any continued Carrier Freedom rebate concerns Mr. [redacted] has experienced. As previously advised in our correspondence to your office dated July 5, 2017, T-Mobile issued a prepaid MasterCard in the amount of $730.44 on June 29, 2017, to Mr. [redacted]’s address of record.
Upon speaking with Mr. [redacted] on July 17, 2017, he verified that he received the prepaid card within the allotted seven to ten business days. 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.
Andrew S[redacted]
Executive Response