T-Mobile Usa Inc

December 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 19, 2016, regarding the above-referenced account. T-Mobile regrets any billing and handset concerns Mr. [redacted] has encountered. T-Mobile records confirm that Mr. [redacted] billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Mr. [redacted] payment that was due on October 19, 2016, was not received on time. Additional, review indicates on October 17, 2016, Mr. [redacted] made a payment arrangement on our website and agreed to remit two payments in the amount of $48.26 on October 31, 2016, and $193.05 on November 14, 2016. As payment was not received on the agreed upon date, T-Mobile suspended the account’s ability to place outbound calls on November 3, 2016. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment later that day on November 3, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records confirm that Mr. [redacted] billing statement dated November 27, 2016, included the monthly recurring charges for services from November 27, 2016, through December 26, 2016, as well as a charge for the prior month’s rate plan which was a re-rate of charges for service rendered from October 27, 2016, through November 26, 2016. Please note, as Mr. [redacted] was being re-rated for the prior month’s service charges, due to his service being suspended mid cycle, he was going to receive a credit for the prior month’s service charges reflected on the billing statement dated October 27, 2016, once the new billing statement was generated after December 27, 2016. In regards to Mr. [redacted] concerns regarding a replacement device, on November 15, 2016, T-Mobile offered Mr. [redacted] the option to complete a handset replacement through Assurant, T-Mobile’s third-party insurance provider, and when he pays the $175.00 deductible we offered to issue a $100.00 bill credit toward the account to offset the cost of the deductible. This is outlined in our response to your agency dated November 17, 2016, in reference to file number 11825097. Please note at that time Mr. [redacted] declined this offer; however, as a gesture of goodwill, the offer was extended through December 15, 2016, should Mr. [redacted] choose to take advantage of the offer. Please be advised an insurance claim was needed to be filed by December 15, 2016. As a claim was not generated by December 15, 2016, T-Mobile respectfully declines Mr. [redacted] request to honor the previous offer. T-Mobile regrets any inconvenience this may cause. Nevertheless, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $207.56 for the rerate in service as well as the restore from suspend fees. Mr. [redacted] account now reflects a remaining balance of $224.86. Please note all future restore from suspend fees on the account will be considered valid and owed. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

September 23, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 16, 2015, regarding the above-referenced account. 
 
T-Mobile regrets that [redacted] has any concerns with the amount of her monthly billing statements and the late fee.  Please be advised that our Customer Care Representatives are available to our customers from 3:00a.m. PT to 10:00p.m. PT daily and our automated account help system is available 24 hours per day seven days per week.  Our automated system will help a customer to make a payment arrangement without the requirement of speaking with a Customer Care Representative; provided that the account is eligible for a payment arrangement.
 
[redacted]’s billing cycle runs from the 24th of each month through the 23rd of the following month and the bill is due each month on the 16th.  Pursuant to our Terms and Conditions of service, which are available at www.T-Mobile.com, late fees may be charged when a bill is not paid by the due date.  Please be advised that when a customer makes a payment arrangement to pay a bill after the due date, they are securing the account from service interruption and reconnection fees of $20.00 per line of service if they meet the payment arrangement; although a late fee may still be assessed.
 
Our records show that the billing statement in the amount of $96.79 that was due on July 16, 2015 was not received by the due date.  T-Mobile records show that we received a payment in the amount of $48.39 on July 28, 2015 toward the balance that was due on July 16, 2015 and the remaining balance of $48.40 was received on August 4, 2015.   Accordingly, a $5.00 late fee was assessed to [redacted]’s billing statement dated August 23, 2015 for the bill that was due by July 16, 2015.  In addition, the billing statement in the amount of $91.45 that was due by August 16, 2015 was not received by the due date.  T-Mobile received a payment in the amount of $47.52 on August 29, 2015 toward the balance that was due on August 16, 2015 and a payment for the remaining balance in the amount of $45.73 was received on September 7, 2015.  Please be advised [redacted] will have a $5.00 late fee charged to the billing statement that will be dated September 23, 2015 for the bill that was due on August 16, 2015.  We show that the bill that was due on September 16, 2015 was paid on September 15, 2015 and we appreciate [redacted]’s payment. 
 
T-Mobile appreciates [redacted]’s business and as a courtesy, on September 23, 2015, a credit in the amount of $10.00 credit was issued to the account for the $5.00 late fee that was charged to the August 23, 2015 billing statement and for the upcoming $5.00 late fee that will be charged to your September 23, 2015 billing statement.  With the credit that was applied to [redacted]’s account today, the account reflects a $10.00 credit balance, which will appear on her billing statement dated September 23, 2015.   
 
[redacted] subscribes to our Simple Choice Value Unlimited Talk, Text and Data (with up to 1GB of high speed data) rate plan for $50.00 per month and our Simple Choice 5GB Data & Hotspot feature for $20.00 per month.  At this time, [redacted] has one handset that is being paid off with our Equipment Installment Plan (EIP) for $18.00 per month and she has two remaining installments for the LG Optimus L9 handset.  We show that [redacted] subscribes to the optional TeleNav services for $4.99 per month, which is provided by a third party service provider.  With the monthly access charges, EIP, and optional third party TeleNav services, [redacted]’s monthly billing statement is $92.99 per month before any additional usage charges, fees, taxes and surcharges.  T-Mobile reviewed [redacted]’s account and confirmed that she is being billed in accordance to her selected rate plan and services.  If [redacted] would like to make any changes to the account, she may contact Customer Care at [redacted] or she may update her services from her online account at www.T-Mobile.com.   
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

May 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 16, 2016 regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding his cancelled T-Mobile account. T-Mobile records confirm that on November 25, 2014, Mr. [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of a Google Nexus 6 64 Gigabyte (“GB”) handset. 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 1, 2015 due to Mr. [redacted] transferring his number to another service provider, the remaining EIP balance of $213.92 was accelerated and posted to the final billing statement dated December 7, 2015. Please note that as a result of cancellation, Mr. [redacted] received prorated credits in the amount of $13.82, bringing the total balance owed to $200.10. It is important to note that once Mr. [redacted]’s account was cancelled, his online account access was removed and he was sent a copy of his final billing statement via U.S. mail. However, that mailed correspondence was returned to T-Mobile and subsequently, to prevent sending Customer Propriety Network Information (“CPNI”) to an invalid address, T-Mobile stopped sending correspondence via mail. Please note that since T-Mobile received no payment toward the balance referenced above; therefore, on March 2, 2016 T-Mobile referred Mr. [redacted]’s account to an outside collection agency. In an effort to amicably resolve Mr. [redacted]’s concerns, on May 18, 2016, T-Mobile has received Mr. [redacted]’s payment of $200.10 bringing the balance owed to zero. T-Mobile has since removed the account from collections, and as a gesture of goodwill, has instructed that the negative reporting be removed, which can take up to 90 days. Please note that Mr. [redacted]’s account remains cancelled with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

September 22, 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 September 12, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced during the warranty process. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 4 on November 6, 2015, on mobile number ending in 3148. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’s account, this warranty has been extended as he subscribes to the optional JUMP! feature. During the Limited Warranty period, Mr. [redacted] was 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.
On September 15, 2017, T-Mobile spoke with Mr. [redacted], and confirmed that he was no longer interested in using the Samsung Galaxy Note 4. In an effort to amicably resolve Mr. [redacted]’s concern, a new Samsung Galaxy S 6 Edge Plus was sent to him at no cost, without the requirement of returning the Samsung Galaxy Note 4. Mr. [redacted] was satisfied with this resolution.
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.
Mathew G[redacted]
Executive Response

November 8, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 31, 2016, regarding the above-referenced account. 
 
We regret Ms. [redacted]’s continued concerns regarding her account and resolution.  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 T-Mobile.
 
Upon contacting Ms. [redacted] however, in an effort to amicably resolve her concerns T-Mobile provided a Samsung S5 handset free of cost mailed to her from the Executive Office.  Ms. [redacted] accepted this offer as resolution.  T-Mobile regrets any inconvenience to Ms. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Iwas not told that I had an unpaid balance upon the orginal request. The bill was paid that I had at that time of $96.00 at an office location of 30th and King Drive. I found out that there was a lock placed on my phone when the new cellar carrier attempted to insert their SIM card. I made at least 3-4 calls to customer service stating that a request was be made and within 1-2weeks I would receive the information to remove the block off the phone. During those numerous calls with T-mobile none of their customer service personnel mention that there was an unpaid bill. I took it upon myself after two weeks to go o line for support services at which time I was informed that there was a bill of 115.00 and that upon receipt of Bill being paid the block would be removed. A copy was made of this monies due was taken to T-mobile and paid. An employee spoke with a customer representative was informed that there was an application to unblock the phone.  T-MoT-mobile never and I repeat never with the number of call I made ever mention about any monies due in order to have cell unblocked. I went 2 weeks working on this situation that could have been resolved the same day that I paid the bill the 1st of July.

July 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 June 28, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account. T-Mobile records confirm that on April 8, 2016, Mr. [redacted] participated in our JUMP! On Demand promotion for an iPhone 6S Plus with 64GB of memory silver on his mobile number ending in [redacted]. JUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong network. Mr. [redacted] was asked to make an upfront capital cost reduction payment of $129.99 and he agreed to 18 monthly lease charges of $28.00. On April 9, 2016, Mr. [redacted] purchased an iPad Air 2 Silver with 16GB of memory on his mobile number ending in 9770 on an Equipment Installment Plan, (“EIP”). Mr. [redacted] was not required to make a down payment and he agreed to 24 monthly installment charges of $22.09. As Mr. [redacted] states in his correspondence; he wanted to participate in our, “2016 Apple tablet bundle.” This promotion was offered from April 6, 2016, through June 28, 2016. Customers could receive a $200.00 prepaid MasterCard when they purchased any new iPhone and new Apple iPad on an EIP. Regretfully, Mr. [redacted] would be ineligible to participate since he leased his Apple iPhone 6S. However, in an effort to amicably resolve this matter, on July 1, 2016, T-Mobile mailed Mr. [redacted] a $200.00 prepaid card. Please allow seven to ten business days for delivery. If Mr. [redacted] would like information regarding his prepaid refund card, he may contact Citibank at 1-800-522-7458. Mr. [redacted] accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [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

February 22, 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 9, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to [redacted] satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his billing. T-Mobile records confirm that on December 2, 2016, Mr. [redacted] activated service with mobile number ending in [redacted]. Further records confirm that on December 4, 2016, Mr. [redacted] requested his service be terminated due to no coverage at which time the account was canceled.
Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. If, during that billing cycle, the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advance. A customer is assigned a billing cycle 1-4 days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billed. These usage charges would appear on the customer’s first statement, along with the monthly reccurring service charges for their regular billing cycle.
T-Mobile records confirm that [redacted] first billing statement was adjusted in full in the amount of $76.67. However, the final billing statement included prorated monthly charges from December 2, 2016, through December 4, 2016.
As we want to ensure that our customers are provided the best experience possible, on February 11, 2017, T-Mobile contacted Mr. [redacted] and offered to issue a credit to offset the $8.71 balance. On February 12, 2017, Mr. [redacted] accepted our offer and the account now reflects a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced account.
In Mr. [redacted]’s most recent letter to your office, he indicates that he is not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage prior to the cancellation of his account on November 8, 2015. 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. As service is never guaranteed, and T-Mobile was not notified by Mr. [redacted] of any difficulties he experienced, and the service was successfully used, it is T-Mobile’s position that charges as valid and owed
T-Mobile records confirm that on December 10, 2015, Mr. [redacted]’s account reflected a balance owed of $257.00. It is important to note that from December 10, 2015 through February 13, 2016, Mr. [redacted]’s account remained with T-Mobile and collection efforts were made by us. As collections efforts failed and a payment was not received, on February 14, 2016, Mr. [redacted]’s account was transferred to AmSher, a third-party collection agency. On February 19, 2016, T-Mobile applied a credit of $257.00 to Mr. [redacted]’s account, reducing the balance owed to zero. In addition, T-Mobile 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 which will take up to 90 days to be reflected. As of the date of this letter, Mr. [redacted]’s account remains cancelled with a zero balance.
In an effort to amicably resolve the matter, on March 30, 2017, T-Mobile issued a refund of $54.51 in the form of a prepaid refund card, to the billing address on file. Mr. [redacted] may expect receipt of the card within ten business days from the date of processing. Should Mr. [redacted] wish to discuss this matter further he may contact me directly at the number listed below or by email at [redacted]@T-Mobile.com.
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

July 24, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 17, 2015, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted] considers her concerns addressed and resolved. T-Mobile records indicate that on March 6, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5 handset, Impact Shield Screen Protectors, Micro SD Card, and S-View Metallic Phone Cover on account number [redacted]. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.28, which appeared on the first bill following the purchase of the device. 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. T-Mobile records indicate that on March 7, 2015, Ms. [redacted] requested to complete a Change of Responsibility (“COR”) for mobile number ending in 4118. A Change of Responsibility 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 investigated this matter and found that the COR for mobile number ending in [redacted] was not processed due to the EIP mentioned above not being able to transfer as Ms. [redacted] activated the EIP with a different mobile number. As a result, on April 26, 2015, Ms. [redacted]’s account number [redacted] was cancelled for nonpayment. Please note that the remaining EIP balance of $600.35 was accelerated and posted to the final billing statement dated May 7, 2015. It is T-Mobile's position that the remaining EIP balance is valid and owed. Please be advised that from the billing statements dated March 7, 2015 through May 6, 2015, Ms. [redacted] incurred Monthly Recurring Charges (“MRC”) in the amount of $239.45, which included the promotional 2 for $100.00 Rate Plan, JUMP! insurance per line and applicable taxes and fees. Our records indicate that the charges above include two months of service. 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. Our records confirm that on July 17, 2015, account number [redacted] was referred to Enhanced Recovery Company, in an effort to collect the valid balance on the account. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has processed a new EIP plan for Ms. [redacted]’s account ending in 5473, and upon acceptance of the EIP authorization, T-Mobile will apply a credit of $839.80 to account ending in [redacted], leaving the account closed with a zero balance. Additionally, T-Mobile will remove the above mentioned account from collections and instruct the collection agency to delete any negative information reported regarding the account. Please note that it may take up to 90 days for the credit report to be updated. Please be advised that account ending in [redacted] remains cancelled. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

November 23, 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 20, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] began the activation process for three lines of service on September 14, 2016. Mr. [redacted] ordered three Apple iPhone 6S handsets, and an Apple iPhone 6S Plus handset. However, this device order was cancelled on September 16, 2016, at Mr. [redacted]’s request, due to inadvertently ordering the incorrect number of handsets. A replacement order for two Apple iPhone 6S handsets and an Apple iPhone 6S Plus handset was submitted at that time. Mr. [redacted] purchased the handsets using our Equipment Installment Plan (“EIP”) program. Mr. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments for the balance owed. 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 October 4, 2016, the handsets were shipped to Mr. [redacted], and the account was activated with three lines of service. The lines of service were subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $100.00 monthly before taxes for two lines of service, and an additional $20.00 monthly for each additional line of service. As such, Mr. Tressler’s monthly access charges were $120.00 before applicable taxes, plus the monthly handset EIP installments. T-Mobile records confirm that on October 12, 2016, the above-referenced account was cancelled at Mr. [redacted]’s request. As there was an active EIP on the account at the time of cancellation, the remaining balance was assessed to the final billing statement, which was dated October 15, 2016. This final billing statement reflected a balance owed in the amount of $1,897.26 for monthly access charges, taxes, and the handset balance. In Mr. [redacted]’s correspondence, he indicated that the two Apple iPhone 6S handsets and the Apple iPhone 6S Plus handset were returned to T-Mobile shortly after receipt. Our records confirm that Mr. [redacted] contacted Customer Care on October 25, 2016, to dispute the handset charges. As of November 1, 2016, T-Mobile confirmed that one of the Apple iPhone 6S handsets had been successfully returned to T-Mobile, and as such, a credit in the amount of $667.60 was issued to the account, reducing the balance owed to $1,229.66. An additional credit of $2.59 was issued for tax adjustment, reducing the balance owed to $1,227.07. T-Mobile records confirm that the remaining Apple iPhone 6S and Apple iPhone 6S Plus handsets have been successfully returned to T-Mobile. In an effort to amicably resolve Mr. [redacted]’s concerns, on November 22, 2016, T-Mobile issued a credit to his account in the amount of $1,227.07. Mr. [redacted]’s account remains closed with a zero balance. Please note that as Mr. [redacted]’s account was not referred to a third-party collection agency, there will not be any negative activity on his credit report regarding this account. 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

July 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with regards to his T-Mobile account.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] was having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] was to expect satisfactory coverage. Unfortunately, we cannot guarantee coverage as there are many factors that may interfere with actual service, quality, and availability. Outages and interruptions in service may occur, and speed of service varies. Devices also have varying speed capabilities and may connect to different networks depending on technology.
T-Mobile records indicate that on December 8, 2016, Mr. [redacted] activated service with T-Mobile and purchased a Samsung Galaxy S7 and accessories for the handset under an Equipment Installment Plan (“EIP”) and agreed to 24-monthly installments totaling $31.88. Please note that at the time of activation, T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. During the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP. Our records do not confirm that Mr. [redacted] inquired about returning the above handset within the return period and as a result was not eligible to return it for a full refund. T-Mobile regrets any inconvenience to Mr. [redacted].
Our records indicate that on March 25, 2017, Mr. [redacted] cancelled his T-Mobile account by transferring his mobile number to another provider and as a result, EIP acceleration charges totaling in the amount of $637.43 were added to the upcoming billing statement.
On May 9, 2017, a billing statement was generated with the due date of June 1, 2017, in the amount of $740.51 which included the EIP acceleration charges in the amount of $637.43 and monthly access charges, monthly EIP and taxes and fees from March 9, 2017, through April 8, 2017, in the amount of $103.08.
Although Mr. [redacted] is outside the return period, in an effort to amicably resolve this matter, we will gladly accept the return of the Samsung Galaxy S7 at the following address. Upon receipt of the handset, we will credit the remaining balance due in the amount of $740.51.
Executive Response Team
Attention: [redacted]
Account # [redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please note that Mr. [redacted] will have until July 28, 2017, to return his Samsung Galaxy S7. If Mr. [redacted] does not return his Samsung Galaxy S7, he will remain responsible for the balance owed in the amount of $740.51. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to us. We also ask that Mr. [redacted] please include the handset, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.
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

October 7, 2015
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile regrets any handset issues that Ms. [redacted] has experienced. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S3 handset on March 25, 2013. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device, which can be extended with a subscription to our Premium Handset Protection feature (PHP) features. Please note that our records confirm that Ms. [redacted] is currently subscribed to PHP, as she points out in her correspondence.
During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program.
Please be advised with each handset purchase a set of Terms and Conditions including the Limited Warranty is provided. Please refer to the Warranty Information 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.” Alternatively, customers can replace their device through a post-exchange program 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on August 25, 2015, August 28, 2015, and on two different occasions on September 4, 2015.
Pursuant to our conversation with Ms. [redacted] on October 6, 2015, she confirms that she continues to experience concerns with her Samsung Galaxy S3 handset. As such, T-Mobile has offered Ms. [redacted] an alternate exchange option, to a Certified Pre-Owned (CPO) Galaxy S4 device, sent directly from our office. Please note that CPO devices are returned by customers during the buyer’s remorse period but have not been refurbished or remanufactured.
Please note that this device is being offered in exchange for Ms. [redacted]’ like-new Samsung Galaxy S3, which she has agreed to return directly to our office at the address provided below at her own expense, although we have offered to reimburse her shipping costs with proof of purchase.
T-Mobile USA, Inc.
Executive Response
Attn: Kayla J[redacted] Albuquerque, NM 87107
T-Mobile requests that Ms. [redacted] include her account information within the box to ensure the returned device is associated with the proper account. Please note that Ms. [redacted] is pleased with this alternate exchange option, but has agreed to contact our offices should she continue to have concerns with her replacement handset.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: Tmobile called the time I was driving this means I could not answer I told them I would call back I did but no way to get to them because they make things hard when you call them they keep turning you around until you get tired and give up. I would request a clear line and extension that works so I can talk to them in order for all this matter to be resolved and be over. 
Sincerely,
[redacted]

March 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted]      Your File No. [redacted]      T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] has with requesting the unlock code for her equipment. Please note that device unlock codes are available to customers who meet our eligibility requirements. A review of Ms. [redacted] account confirms that on March 12, 2016, we received a request for a Mobile Device Unlock code for her Alcatel tablet. However, at that time the device was not eligible for a Mobile Device Unlock code as Ms. [redacted]’ account had been cancelled for more than 90 days. Nevertheless, in an effort to amicably resolve this issue, we have approved Ms. [redacted]’ unlock request and provided the unlock code along with the instructions on how to unlock her Alcatel tablet to her via email. Ms. [redacted] confirmed that she received the email including the unlock code and instructions for her Alcatel tablet. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 7, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted] concerns with 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] recent contact with our Customer Care.
With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices. Naturally, several requirements must be met in order to be approved for this offer.
T-Mobile records confirm that on June 28, 2017, Ms. [redacted] activated her account with one line of service. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan offering with the purchase of a new LG Aristro handset. Ms. [redacted] was not asked to make a down payment. However, Ms. [redacted] remitted a payment totaling $43.47, equal to the taxes on the full retail price of the device, applicable taxes, and fees.
Regretfully, as a trade-in was not performed at the time of activation and Ms. [redacted] account has since been cancelled, she does not meet the requirements for the Carrier Freedom offer.
Review of Ms. [redacted] account confirms that the above-mentioned LG Aristro handset has been received. Accordingly, T-Mobile agreed to provide a full refund of $43.47 equal to the cost at the time of activation. We request that Ms. [redacted] please allow up to ten business days for delivery.
It is important to note that T-Mobile has also confirmed that Ms. [redacted] is no longer enrolled in our AutoPay feature, which automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method. Therefore, Ms. [redacted] will not have an automatic payment withdrawn from her financial institution. As of the date of this letter, Ms. [redacted] account remains closed with a zero balance. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
Very truly yours,
T-MOBILE USA, INC.
Alberto V[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: On  T-mobile website at https://support.t-mobile.com/docs/DOC-35813, it indicated that two S8 plus devices will receive a rebate value of $790, not $750.  I paid $130 down on each device. 
Sincerely,
[redacted]

June 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 June 19, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account. We regret Ms. [redacted]’s experience with the use of her handset. T-Mobile records reflect that Ms. [redacted] upgraded to a Samsung S6 Edge Plus handset on December 12, 2015, using T-Mobile’s JUMP! On Demand lease program. Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. By leasing 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 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on February 27, 2016 and on March 6, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile will allow Ms. [redacted] to return her Samsung handset directly to my attention within 30 days of the date of this letter at: T-Mobile USA Inc. Attention: Kimo C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the active equipment installment balance in the amount of $539.99. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Ms. [redacted] should include her account information with the device to ensure proper account credit. Additionally, upon receipt of the handset, T-Mobile will apply a credit of $129.99 towards Ms. [redacted]’s T-Mobile account balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

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

in receipt of your correspondence dated October 31, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile sincerely regrets that Mr. [redacted] continues to be dissatisfied with our responses to his multiple complaints about the final balance on his account. T-Mobile has provided a thorough review and validation of the amount due on the above referenced account. As previously advised, it remains T-Mobile’s position that the balance on Mr. [redacted]’s T-Mobile account was $287.73. It should be noted that Mr. [redacted]’s account was originally canceled with a balance of $822.35 and as a result of Mr. [redacted]’s continued escalations and requests, that final balance was eventually reduced to $287.73 through several unwarranted credits. On November 15, 2013, T-Mobile applied credit toward Mr. [redacted]’s account reducing the outstanding balance to $230.18, for past due monthly access charges for services rendered dating back to the February 2013 billing statement. With regards to Mr. [redacted]’s request for a refund, our records indicate that on August 17, 2015, Mr. [redacted] was advised that the $40.00 refund in question was applied toward the outstanding balance which reduced the balance to $190.18. This information has been provided to your agency under file number 10664510 and was also provided to additional agencies whom Mr. [redacted] contacted. Although the account balance of $190.18 remains valid, as a final courtesy to Mr. [redacted]’s, T-Mobile has issued a credit in the amount of $190.18 to the above-referenced account 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 respectfully declines to provide Mr. [redacted] further compensation. 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

November 29, 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 22, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her T-Mobile account billing. T-Mobile records indicate Ms. [redacted]’s billing cycle ran from the 23rd of each month through the 22nd of the following month. Ms. [redacted]’s account is billed the monthly recurring charges for the upcoming bill cycle, as well as and incidental usage charges from the previous billing cycle. On September 22, 2016, Ms. [redacted] was sent a billing statement in the amount of $358.32, which consisted of monthly recurring charges from September 23, 2016, through October 22, 2016, as well as a past due balance of $192.66. T-Mobile records indicate that on October 4, 2016, Ms. [redacted] contacted T-Mobile and requested to change her billing cycle in order to have her due date be on or around the 3rd of each month. As requested, Ms. [redacted]’s billing cycle was changed to go from the 11th of one month through the 10th of the next with a due date on or around the 3rd of each month. When a bill cycle change is requested, the change does not take effect until the current billing cycle ends. The billing statement following a cycle change will cover a shorter period of time. T-Mobile records indicate that Ms. [redacted]’s billing cycle change took effect on October 10, 2016. Ms. [redacted]’s billing statement prior to the billing cycle change was for the period from September 23, 2016, through October 22, 2016, in the amount of $191.66. The billing statement following the billing cycle change was for the period of October 23, 2016, to November 10, 2016. As this was a shorter billing period, Ms. [redacted] was billed a prorated amount of her monthly recurring charges in the amount of $141.05. Ms. [redacted]’s following billing statement was for the period of November 11, 2016, to December 10, 2016, in the amount $192.48. Please note that Ms. [redacted] was not charged an additional amount or for additional days. It is T-Mobile’s position that the charges are valid and owed. As a courtesy on November 23, 2016, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $60.00. Ms. [redacted]’s account currently reflects a balance of $266.21. 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. Ronnie A[redacted] Executive Response