T-Mobile Usa Inc

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 6, 2017, regarding the above-referenced account.
T-Mobile regrets any final billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] cancelled service on December 14, 2016. At the time of cancellation Mr. [redacted] account had an active Equipment Installment Plan (“EIP”) for an LG G Pad device. Per the terms of EIP agreement at the time of cancellation, any remaining unpaid balance will become due on the final billing statement. However Mr. [redacted] EIP did not bill out in full following cancellation, and instead continued to generate monthly installment charges of $9.99. T-Mobile records confirm that on June 13, 2017, the EIP charged its final monthly installment of $9.99 and Mr. [redacted] account currently reflects a zero balance following a payment being remitted on July 5, 2017.
T-Mobile contacted Mr. [redacted] and advised Mr. [redacted] what occurred in regards to the billing of the EIP. T-Mobile further advised Mr. [redacted] that his account was not forwarded to a third party collection agency for collection purposes. As payment was made in full the account remains closed and in good standing. T-Mobile regrets any inconvenience this caused 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

November 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 14, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding the coverage in her location and final monthly billing statement. 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 attempts to contact with our Executive Response Team. T-Mobile is unable to guarantee coverage in all locations and regret to see our service was not satisfactory for Ms. [redacted]’s needs. T-Mobile records indicate on October 6, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 device and an Apple iPhone 6s device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On October 14, 2015, Ms. [redacted] took advantage of another EIP for an Apple iPhone 6s device and on June 6, 2016, for an Apple iPhone 6s Plus device. It is important to note that if an account goes into a cancelled status, the EIP balance will be accelerated and due immediately. T-Mobile records indicate on September 7, 2016, our Executive Response Team offered for Ms. [redacted] to return the above referenced devices and T-Mobile will waive what is owed for the remaining monthly installments. On September 14, 2016, Ms. [redacted] cancelled her T-Mobile account by porting her numbers to another carrier. T-Mobile records indicate the devices were received at our office September 23, 2016. Ms. [redacted]’s final monthly billing statement was in the amount of $1,841.13 and consisted of the remaining equipment balances for the devices and monthly access charges for the billing period from September 7, 2016, through September 14, 2016. In an effort to resolve this matter, T-Mobile has placed an adjustment in the amount of $1,841.13. Ms. [redacted]’s account remains closed with a zero 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. Jennifer G[redacted] Executive Response

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

dated January 17, 2017, regarding the above-referenced account. Please note this appears to be a duplicate to file number [redacted]. T-Mobile regrets any concerns Mr. [redacted] experienced regarding a mobile device unlock request. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with T-Mobile. Mobile Device Unlock codes are available to T-Mobile customers who meet our eligibility requirements. In order to qualify for a Mobile Device Unlock code, requestors must first have an active T-Mobile account on either a prepaid or postpaid plan and meet the following criteria: Prepaid • The device shows used on the account. • The line of service has been active for 40 days with an amount of $100.00 in refills having been applied to the line. • The account is active. Postpaid • There is no balance owed on the Equipment Installment Plan associated with the device if applicable. • The account is in good standing with no past due balance. • There is continuous usage of the device for at least seven days. • The device must be sold through T-Mobile or a T-Mobile authorized dealer. Mr. [redacted] indicated in his correspondence to your office that he purchased the LG G4 device from Amazon which had to be replaced through LG due to the device no longer working. T-Mobile regrets Mr. [redacted] was provided a locked LG G4 device as a replacement. As Mr. [redacted] did not meet the outlined requirements, T-Mobile was unable to provide a Mobile Device Unlock code for the LG G4 device. Upon corresponding with Mr. [redacted] via email, he indicated LG replaced his locked LG G4 device with an LG G5 device. Mr. [redacted] did not indicate the replacement device required an unlock. Should the replacement device require an unlock, Mr. [redacted] would need to meet the above outlined requirements. 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. Jennifer G[redacted] Executive Response

Tell us why here...
September 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. XXX-XXX-[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. 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 his concerns within this letter.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns. In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset while traveling through Virginia and North Carolina. We regret any coverage issues Mr. [redacted] had experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile has no record of Mr. [redacted] contacting the Customer Care Department to report issues with his service during his travels. It is important that if customers experience any difficulties with the service, that they provide Customer Service with 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, Family Mobile can attempt to resolve the issue through network or equipment.
It is important to note that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, T-Mobile respectfully declines Mr. [redacted]’s request for a refund in the amount of $98.57.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
James H[redacted]
Executive Response

Kayla (T-Mobile) and to whom it may concern at the Revdex.com,
 
I wanted to make some clarifications on Kayla's reply and the intent of complaint #[redacted]. There's a slight correction that should be made. I opened one line on April 13, 2016 to test T-Mobile's services and with satisfactory results contacted customer service on April 30, 2016 to inquire about the logistics of transferring 11 lines from [redacted], and that's when they added 11 extra lines to my account without my consent and back dated my bill charges for the 11 lines to April 13, 2016. The erroneous bill and an unfulfilled promise to fix and compensate these errors were highlighted and addressed on a different Revdex.com complaint, #[redacted]. The complaint was later updated to reflect the resolution that took 8+ hours of contact with T-Mobile's customer service via Facebook chat. I emailed the Revdex.com to update the complaint accordingly due to the resolution. Now, the current complaint in question, #[redacted], was to highlight the horrid customer service provided throughout this ordeal. This was to point out that it should have not taken 3+ weeks to get a proper resolution, nor should it have taken more hours speaking to customer service than the hours that I spend at school on a weekly basis. There was not a specific desired outcome for this complaint, but wanted to bring to attention my horrid experience with T-Mobile's customer service. Since my submission of this complaint, Kayla, from T-Mobile, has contracted me and helped me through the process and addressed all my concerns in a manner that has given returned my faith for great customer service with T-Mobile services.
 
Thank you Kayla and thank you representatives of the Revdex.com. Sincerely, [redacted]

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 7, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] visited one of our retail locations, to add an unlimited data feature on June 2, 2015. However, at this time, T-Mobile records also indicate Mr. [redacted] added an addition line of service with mobile number ending [redacted] on June 2, 2015, and selected our Simple Choice Unlimited promotional plan for two lines of service for $100.00. Please note that the account was enrolled in paperless billing at this time.
Pursuant to Mr. [redacted]’ request, on March 4, 2017, T-Mobile cancelled his mobile number ending [redacted]. Upon further review, T-Mobile records indicate zero usage on the additional line of service from the date of activation. As a courtesy, T-Mobile offered to issue a one-time lump sum credit in the amount of $525.00 which consisted of 21 months of the cost associated with the mobile number ending [redacted], which was accepted. As of the date of this correspondence, Mr. [redacted]’ mobile number ending [redacted] remaining cancelled, and the account reflects a credit balance of $397.20. Mr. [redacted] also agreed to maintain enrollment in paperless billing going forward. 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.
Ronnie A[redacted]
Executive Response

April 18, 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 April 11, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. We are sorry to hear that Mr. [redacted] is experiencing any issues with his coverage and device. T-Mobile is always working to improve its coverage and T-Mobile has verified the address on Mr. [redacted] account and based on the coverage map, confirms that his account address is in an excellent coverage area with no known issues. Additionally, we have no record of Mr. [redacted] contacting T-Mobile with issues regarding his coverage but only in regards to his handset issues. As previously noted in our correspondence Mr. [redacted] LG Stylo was replaced with a LG G4 at no cost to him. We regret that Mr. [redacted] did not find that the LG G4 met his needs and as such Mr. [redacted] was provided a return tracking label to return the device back to our warehouse. Upon speaking with Mr. [redacted] on April 12, 2016, in an effort to amicably resolve this issue, T-Mobile has agreed to also accept Mr. [redacted] LG Stylo as a return, and refunding him for the amount of $48.36 which has been paid towards the device. Additionally, Mr. [redacted] has agreed to purchase a new Samsung Galaxy S7 on our Equipment Installment Plan (“EIP”). Mr. [redacted] will need to send the LG Stylo back to our office with the provided return label. Please note, if the handset is not received, Mr. [redacted] will remain responsible for the cost of the handset in the amount of $241.63. Once we receive the LG Stylo we will refund Mr. [redacted] the amount paid towards the EIP for that device and will also close the remaining EIP balance. T-Mobile presented this offer to Mr. [redacted] as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. Furthermore, if Mr. [redacted] continues to experience any difficulties with the service, we request that he please 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. In regards to Mr. [redacted] concerns with not receiving his paper billing statement, please note that on March 28, 2016, Mr. [redacted] was removed from paperless billing and going forward will receive a paper billing statement to the address on file. It is important to note that Mr. [redacted] billing cycle closes on the 9th of each month and billing statements typically ship within seven to ten business days of the billing cycle close date. As Mr. [redacted] most recent billing cycle closed on April 9, 2016, when Mr. [redacted] contacted your office on April 12, 2016, he would not have yet received his billing statement. As indicated above Mr. [redacted] can expect the billing statement within seven to ten business days from April 9, 2016. We regret any inconvenience this has caused. 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. Christina S[redacted] Executive Response

Revdex.com:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Wednesday, May 10, 2017 5:24 PM To: Complaints <[email protected]> Subject: [redacted]   Hi   I submitted a dispute on Monday with T-mobile - today they called me back letting me know they found the...

phone. Please close the dispute.   Thank you   Sent from my iPhone

August 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with our promotional offers and we appreciate the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated two lines of service on November 20, 2016 and attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 lines On Us;
• 2016 November Tablet On Us; and
• 2016 Smartphone On Us
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, our records reflect that Ms. [redacted] met all of the requirements for 2016 November Tablet On Us and 2016 Smartphone On us and that she has been receiving monthly account credits towards the monthly billing statement for both Equipment Installment Plans (“EIPs”).
With respect to the 2016 Friends & Family 2 Lines on Us offer, Ms. [redacted] did not meet the requirements for one of the two lines activated on November 20, 2016. Part of the 2016 Friends & Family 2 Lines On Us offer stipulated that if the customer was on a rate plan that they received a free line of service such as Ms. [redacted]’s Simple Choice Family Match 10 GB 4th Line Free rate plan, they would qualify for one free line of service under the 2016 Friends & Family 2 Lines On Us offer. As such, Ms. [redacted]’s mobile number ending in 7075 does receive the monthly promotional credit of $20.00 per month for the additional line fee; however line ending in [redacted] does not receive the monthly promotional credits.
T-Mobile contacted Ms. [redacted] via telephone on August 15, 2017. At the time of our conversation T-Mobile informed Ms. [redacted] she does not qualify for the 2016 Friends & Family 2 Lines On Us offer on her mobile number ending in [redacted]. However in an effort to amicably resolve this matter, T-Mobile has agreed to apply a onetime credit of $150.00 which represents the monthly access fee associated with the mobile internet line [redacted] for six months. Ms. [redacted]’s account reflects a credit balance of $150.00.
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.
Martin G[redacted]
Executive Response

August 29, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 17, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.   T-Mobile regrets any concern Ms. [redacted] had regarding her account and services.  Please be advised that on October 6, 2016, Ms. [redacted] took advantage of our JUMP! On Demand offering with an Apple iPhone 7 Plus handset and agreed to 18 monthly lease payments a cost of $31.00 plus tax monthly.  JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following months billing statement.   In addition to participating in JOD, Ms. [redacted] took advantage of our Equipment Installment Plan ("EIP") offering on two accessories financed for 24 monthly payments of $3.55.    Ms. [redacted] currently has seven more months remaining on her lease for a total of $217.00 plus tax and 14 more monthly payments on her EIP for a total of $49.48.  If Ms. [redacted] chooses, she may pay either of these off at any time.  If Ms. [redacted] wishes to purchase the Apple iPhone 7 Plus handset she may do so at an additional cost of $211.99 plus tax.  However if she pays off the lease, she has the option to return the device in like new condition with no physical or liquid damage, to a retail location of her choice and the purchase option price will be waived.   On June 11, 2017, Ms. [redacted] subscribed to our T-Mobile ONE rate plan for her line ending in [redacted].  The monthly cost for the rate plan is $75.00 including taxes and she has an additional Premium Handset Protection plan at $12.00 including tax.  Please note that T-Mobile offers the largest global data coverage area included at no extra charge.  This global freedom was automatically added to the qualifying plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel.   With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps.  Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees).  Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.    To remain competitive and ensure customers on the T-Mobile network continue to experience world class service, we must look at our customers who consistently roam off-network each month. By canceling these extreme roamers' service, we reduce the burden of continual off-network roaming and can continue to offer great service and competitive rates to our customers. Our Terms and Conditions support T-Mobile’s decision to address extreme roaming by customers that are consistently using our Service outside our T-Mobile-owned network coverage area.  Regarding accounts that have at least one line domestically or internationally roaming off the T-Mobile network, with usage greater than 50% for three months, T-Mobile contacts these customers to notify them of termination of their service, for violation of T-Mobile's Terms & Conditions.   Upon speaking with Ms. [redacted], T-Mobile offered the option of a seasonal suspension for 90 days of the time that Ms. [redacted] is in Spain.  This is a courtesy 90 day suspension provided by T-Mobile for customers who will be traveling internationally for an extended period of time, which reduces the line fee to $10.00 monthly plus any equipment cost.  As Ms. [redacted] advised she would be gone for approximately 120 days she was advised that the suspension would reduce her line cost to $10.00 from August 31, 2017, through November 29, 2017 and beginning November 29, 2017 through the time that she returns she will be subject to the aforementioned roaming terms.  In Addition, T-Mobile made Ms. [redacted]’s device eligible for unlock for international travel so she can use an international provider for the time she is traveling.  Ms. [redacted] accepted this offer as a resolution to her concern.  T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Juan C[redacted] Executive Response

July 18, 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 any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond to her concerns. T-Mobile records confirm on November 16, 2016, Ms. [redacted] activated service, selecting the T-Mobile One rate plan for $155.00 plus applicable taxes and fees per month for the three mobile numbers ending in [redacted], [redacted] and [redacted], and the T-Mobile One Tablet price plan for $75.00 for the data line ending in [redacted].
T-Mobile records indicate that Ms. [redacted] agreed to Equipment Installment Plans (“EIP”) for the mobile numbers ending in [redacted], [redacted] and [redacted] on December 14, 2016, with the purchase of three Apple iPhone 7plus 32 GB with 24 monthly payments of $88.50. 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 reflect that on January 30, 2017, Ms. [redacted] elected to change her rate plan to the T-Mobile One tax inclusive rate plan for $155.00 per month for the three lines ending in [redacted], [redacted] and [redacted], and the T-Mobile One Tablet tax inclusive price plan for $75.00 for the data line ending in [redacted].
T-Mobile offers corporate discounts to individuals who are active employees at large businesses included in our corporate agreement list. This discount program is referred to as the T-Mobile Advantage Program and offers customers, such as Ms. [redacted], either a 15% discount off the monthly billed charges on select rate plans or a $25.00 equipment rebate on handsets. Unfortunately, the T-Mobile One tax inclusive rate plan does not qualify for the monthly discount, but is eligible for the $25.00 equipment rebate.
In Ms. [redacted]’s correspondence to your office, she indicates that she is not able to use service with her handset in or around her workplace. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile was able to confirm that there are improvements scheduled for two location sites in the area around Ms. [redacted]’s work place. The first site is set to be completed by the end of 2017, with the second planned for May 2018.
In order to amicably resolve Ms. [redacted]’s concerns, T-Mobile applied a one-time credit in the amount of $260.00 consisting of six months of the discount, leaving a balance of $298.50 which is due on July 28, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

September 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 12, 2016, regarding the above-referenced account. T-Mobile regrets any Equipment Installment Plan (“EIP”) payment concerns Mr. [redacted] has experienced. Additional EIP payments (above the normal monthly installment charges) tendered through Customer Care or T-Mobile’s online portal located at www.myt-mobile.com post to the account as balance-impacting payments until the bill cycle closes. Once the billing statement generates, a charge posts to the account which offsets the prior payment. For example, if a customer with a $200.00 account balance makes a $100.00 EIP payment online, the account will reflect a balance of $100.00 until the bill cycle closes and the offsetting charge is billed. T-Mobile records confirm that a billing statement generated for Mr. [redacted]’s account dated July 19, 2016, reflected a balance of $190.18 and was due by August 11, 2016. T-Mobile records indicate that on July 26, 2016, Mr. [redacted] posted EIP payments of $150.86, and a separate payment of $206.87. Also, Mr. [redacted] posted a payment of $106.20. As a result of the regular payment and additional EIP payments; Mr. [redacted]’s account reflected a credit balance of $273.75. Mr. [redacted]’s billing statement dated August 19, 2016, reflected a balance of $223.58 due by September 11, 2016, and consisted of monthly access charges from August 19, 2016 through September 18, 2016, the above-mentioned offsetting additional EIP payment charges and applicable taxes. On August 24, 2016, T-Mobile received a payment of $140.00 which brought the account balance to $83.58. T-Mobile subsequently received a payment of $83.58 on September 8, 2016, which brought Mr. [redacted]’s account to a zero balance. Although it is T-Mobile’s position that Mr. [redacted]’s account billed properly, in an effort to resolve this matter, on September 14, 2016, T-Mobile issued a courtesy credit in the amount of $190.00 to his account. As of the date of this letter, Ms. [redacted]’s account reflects a credit balance of $190.00 against which future charges will be applied. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

October 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

*** ***                         Your File No. ***   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2017, regarding the above-referenced file number.  Please be advised that we have made several attempts to contact Mr. ***, which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter.       T-Mobile regrets any inconvenience that this matter may have caused Mr. *** and appreciates the opportunity to respond to his concerns.  Please be advised that individuals who want to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit.  Similarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal credit.  Based on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service.  In addition, for any customer asking to use the EIP program to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms.   T-Mobile was not able to locate an account with the information provided by Mr. ***, and would need additional information to further research the unauthorized credit inquiry.  If Mr. *** would like to pursue additional investigation, he may contact me at the number provided below. T-Mobile regrets any inconvenience to Mr. ***.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 844-213-3926 ext. ***.     Very truly yours,   T-MOBILE USA, INC.   Melyssa G*** Executive Response Tell us why here...

December 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 18, 2016, 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. We regret any concerns Ms. [redacted] has regarding the T-Mobile account that was created with Ms. [redacted]’s credentials. In review of Ms. [redacted]’s correspondence to your office T-Mobile has further investigated Ms. [redacted]’s concerns and has confirmed the charges on her T-Mobile account are valid. Our records confirm Ms. [redacted] activated her T-Mobile account on September 20, 2013, and elected to subscribe to Simple Choice Value Family Unlimited Talk, Text, and data for $80.00 monthly. In addition, mobile number ending in [redacted] elected to subscribe to the optional Simple Choice Unlimited Data & 5GB SMHS $20.00 monthly, Premium Handset Protection (“PHP”) $8.00 monthly, and mobile number ending in [redacted] subscribed to Simple Choice 3GB Data $10.00, and PHP $8.00 for a total monthly recurring charge (“MRC”) of $126.00. T-Mobile records indicate that on September 20, 2013, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S3 Marble White 16GB handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installments. On October 5, 2013, Ms. [redacted]’s EIP was closed due to the account being canceled. Our records confirm a billing statement dated November 2, 2013, reflected an amount due of $936.48, which consisted of a past due balance, accelerated EIP charges, MRC, taxes and fees. As payment was not remitted for the outstanding balance, on January 27, 2014, the account was assigned to a third party collection agency West Asset Management for collection of the debt. On February 3, 2014, T-Mobile records confirm an adjustment in the amount of $790.08 was applied for the handsets being returned to the T-Mobile warehouse leaving a remaining balance of $146.40. On November 3, 2016, a payment in the amount of $146.40 was remitted bring the account to 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. Christopher P[redacted] Executive Response

Revdex.com:
 
Resolved!

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. I finally received the gift cars in the amount of 53.00
Sincerely,
[redacted]

Complaint: [redacted]
t b mobile contacted me yesterday 4 /20/ 2016 danny the president of t mobile  that there was nothing he can do  about reciving the final bill when is generated  than it been generated  than they can send me a copy of the bill or in store also he he said  all documentions that were misleading from represantive and the manger  he said thet  the note 5  was paid off for tie and in convence  but I dont have that in wriiting  and he owe 348 plus 177 to keep the phone witch we dont have the service withem anymore went to t moble store they couldnt tell me anything also t moble hung up 26 time  I would liked to be resolved paying nothing if he the presidend of the company he can make something happend also since my cariier will not exept charges  for being in alska I would like be veryfied by email thank you Sincerely,[redacted]

Revdex.com:
Revdex.com   PLEASE DISREGARD MY COMPLAINT. Sincerely, [redacted]

September 2, 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 29, 2016 regarding the above-referenced account. T-Mobile regrets that Ms. [redacted]’s final billing statement was not what she expected and is sad to lose Ms. [redacted] as a customer. T-Mobile records confirm that Ms. [redacted] canceled her account on July 16, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 24th of one month to the 23rd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through July 23, 2016. Ms. [redacted]’s final billing statement dated July 23, 2016, reflected a balance of $76.80. Ms. [redacted] made a payment of $16.35 on August 16, 2016, which brought the balance to $60.35 that was reflected on the revised billing statement dated August 23, 2016 As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $60.35 for the remaining charges incurred from June 24, 2016, through July 23, 2016. Ms. [redacted]’s account remains cancelled with a zero balance. T-Mobile has confirmed with Ms. [redacted] this was a satisfactory resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Amor 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]