T-Mobile Usa Inc

I accept the solution that was haven to me for now thanks for the help Revdex.com!Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

April 12, 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted]’ concerns to his satisfaction.
T-Mobile regrets any inconvenience regarding Mr. [redacted]’ handset exchange. T-Mobile records indicate that Mr. [redacted] processed a handset exchange on March 29, 2017, for the Samsung Galaxy Note 5 32GB. Please note, shipping information provided to customers at the time an exchange is processed is always approximate, and handset orders may be subject to backorder or delivery delays based on the available supply. Additionally, at the time a handset exchange order is processed, we may not be able to disclose the backorder status of the handset as it is determined through the order fulfillment department at the T-Mobile National Return Center (NRC). Once the NRC has determined the handset is on backorder, it will be reflected in the ordering system. Please be assured that T-Mobile strives to process handset upgrades and exchanges in a timely fashion and appreciate Mr. [redacted]’ feedback regarding his recent handset experience.
In an effort to amicably resolve this matter, on April 11, 2017, T-Mobile will cancel the order that is in backorder and send a Samsung Galaxy Note 5 32BG-Gold from our Executive office. Mr. [redacted] should receive the replacement device within the next five to seven business days.
Furthermore, as a gesture of goodwill, T-Mobile will refund Mr. [redacted] for the device that he had to purchase separately to continue to use our service. A refund via a prepaid MasterCard will be mailed to Mr. [redacted] in the amount of $200.00. Mr. [redacted] should expect the refund card within ten business days and may contact Citibank at 1-800-522-7458 to check the status of the refund card.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

January 20, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 13, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Mr. [redacted]’s concerns to his satisfaction.
 
We regret that Mr. [redacted] had any concerns regarding his voicemail services. According to our records Mr. [redacted] reported complications with voicemail service on his voice lines in August 2016; as such T-Mobile began troubleshooting his concerns. Our records reflect that on January 4, 2017, T-Mobile engaged our engineering team to assist in making the necessary network adjustments and are pleased to report that on January 18, 2017, his voicemail was restored.
 
Although voicemail service is included in our customer’s rate plans, for the inconveniences and as a courtesy, T-Mobile issued a one-time credit of $209.98, leaving the account active with a zero balance. The adjustment is equivalent to one free month of his monthly access charges and monthly Equipment Installment Plan payment, which he has accepted and considers this matter resolved to his satisfaction.
 
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

July 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets that Ms. [redacted] still has concerns regarding the account billing. Please be advised that as previously mentioned in our correspondence to your office, Ms. [redacted] qualified for the T-Mobile ONE 4 lines for $35/4th line free offer, and would pay a total amount of $140.00 per month after monthly discounts and automatic payment credits. However, as previously mentioned, due to an inadvertent error the credits for the fourth line free were not being applied. In, addition, the account was not receiving the AutoPay monthly credits as Ms. [redacted] did not have the AutoPay service active. Unfortunately, on April 25, 2017, the fourth line of service was cancelled when the mobile number was ported out to another service provider. Therefore, on July 11, 2017, a credit of $160.00 was issued to the account to refund Ms. [redacted] for the previous missing T-Mobile ONE 4 lines for $35/4th line free monthly credits that were missed while the line was still active.
In addition, Ms. [redacted]’ account has been suspended seven times between December 30, 2016, and June 29, 2017. Each time the account was suspended and then restored the account was assessed a restore from suspend fee of $20.00 per line; however, upon reactivating the services all restore from suspend fees were adjusted from the account.
As the account was being billed for a rate plan that required four mobile lines of service and only three were active, on July 18, 2017; T-Mobile issued a credit of $75.00 to refund Ms. [redacted] for the charges on the fourth line that was cancelled. This credit reduced the balance on the account to $772.17. As such, no further adjustments are required.
T-Mobile records confirm that on July 19, 2017, Ms. [redacted]’ account was subscribed to the T-Mobile ONE rate plan for $130.00 per month which provides the first two lines with unlimited talk, text and data. Please note that each additional line has a monthly cost of $25.00.
Should Ms. [redacted] wish to discontinue service with T-Mobile, Mr. [redacted] may contact Customer Care at 800-937-8997 for further assistance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

February 1, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 28, 2017, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Ms. [redacted] regarding her closed T-Mobile account and her misapplied payments. On June 5, 2015, Ms. [redacted] elected to move her mobile number ending in [redacted] associated with the account number listed above at the time, to a prepaid account. As such, Ms. [redacted]’s account number listed above was closed. Ms. [redacted]’s final balance was $55.36 which was originally due on July 27, 2015. T-Mobile received Ms. [redacted]’s payment of $55.36 on July 24, 2015, effectively updating her balance to zero. On June 15, 2016, Ms. [redacted] elected to move her mobile number ending in [redacted] back to a postpaid account. As such, Ms. [redacted] was assigned account number [redacted]. T-Mobile records indicate on December 30, 2016, Ms. [redacted] remitted a payment in the amount of $93.90; however, it was originally applied to her closed account number, [redacted], instead of her active T-Mobile account. As such, her closed T-Mobile account ending [redacted] had a credit balance of $93.90. As part of our Unclaimed Property process, Ms. [redacted]’s payment of $93.90 was removed from the account ending in [redacted] as it appeared as a credit balance on the closed account, effectively updating her closed account to a zero balance. Furthermore, on January 14, 2017, Ms. [redacted]’s payment of $93.90 was moved to her active account as originally intended. Unfortunately, as T-Mobile had removed Ms. [redacted]’s credit balance, a charge of $93.90 was created and applied to her account number ending in [redacted]. As such, Ms. [redacted]’s account was updated with a now past due balance of $93.90 and was referred to a collection agency on January 20, 2017. Upon review of the account and to correct the inadvertent error, T-Mobile has issued a credit of $93.90 to the 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. 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

July 21, 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 8, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his device upgrade and appreciates the opportunity to respond to his concerns. T-Mobile records reflect that on May 18, 2017, Mr. [redacted] purchased two Samsung Galaxy S8 devices on his mobile numbers ending in [redacted] and [redacted] utilizing T-Mobile’s Equipment Installment Plan (“EIP”). Mr. [redacted] also agreed to pay 24-monthly payments of $14.25 and $30.00, respectively, including tax.
Please note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per 12 month period beginning six months after enrollment.
The customer is then presented with the terms and conditions of the trade in and if the customer is agreeable, T-Mobile then provides a mailing label and shipping envelope for the device, which must be returned within 30 days in the same condition as when presented for inspection. Customers are able to receive their upgrade device on EIP while the trade-in is being processed. Once received, it is again inspected and if found to be in acceptable condition, the EIP for the new device is wiped out and, if applicable, any additional value for the received device is added as a credit to the account balance.
T-Mobile records indicate that upon receipt of Mr. [redacted]’ equipment at the trade-in center and inspection of the device, it was found to have physical damage not evident at the time it was traded in making it ineligible for the trade-in credit for the JUMP! upgrade.
Please note that the terms and conditions of the JUMP! upgrade, which Mr. [redacted] agreed to, informed him that he would not be able to have the device shipped for trade-in returned to him. As such, we respectfully decline the request for its return.
Nevertheless, in an effort to amicably resolve this matter, on July 11, 2017, T-Mobile absolved Mr. [redacted] of his remaining balance on the Samsung Galaxy S7. As an additional gesture of good will, on July 11, 2017, T-Mobile issued a one-time credit in the amount of $55.84, resulting in a credit balance of $55.84. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]

Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted] Executive Response

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 c[redacted]pondence dated September 11, 2017, regarding the above-referenced account.  T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concern.   T-Mobile regrets any concern to Ms. [redacted] in regards to her participation in T-Mobile’s Un-carrier Carrier Freedom offer.  It is very important to note that the Carrier Freedom benefit is payable only once per mobile number.  Our records confirm that on April 26, 2017, Ms. [redacted] port in two mobile numbers ending in [redacted] and [redacted] and purchased two Samsung smartphones on T-Mobile’s Equipment Installment Plan (“EIP”) option.  Regrettably, T-Mobile records do not confirm that Ms. [redacted] traded in handsets at the time of activation nor does T-Mobile have a record of any handsets being received and thus Ms. [redacted] does not qualify for the Carrier Freedom reimbursement.  However, the reimbursement for mobile number ending in [redacted] was approved on June 8, 2017, and Ms. [redacted] was provided a refund in the amount of $531.24 however; this refund was not due and was done as a courtesy because both mobile numbers ending in [redacted] and [redacted] had previously been refunded in August 2016 under a prior T-Mobile account that was in use by relatives of Ms. [redacted].  As they had already once received the benefit, they were no longer eligible.  At this time, T-Mobile respectfully declines Ms. [redacted]’s request for reimbursement in any amount.  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.   Oscar T[redacted] Executive Response

October 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 October 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced with the above-referenced account. T-Mobile records confirm that Mr. [redacted] canceled his account on May 26, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th of the following month. Customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through June 16, 2016. As stated within our Terms and Conditions which can be located at www.t-mobile.com/terms, “As the Un-Carrier, we did away with annual service contracts. You are free to go, although we’d be sad to see you leave. You are responsible for all Charges incurred through the end of your Service term”. However, as a courtesy to Mr. [redacted], T-Mobile issued two credits toward Mr. [redacted]’s account in the amount of $20.00 on August 23, 2016, and $87.76 on October 22, 2016, for the final billing statement. Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 30, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience to Ms. [redacted] concerns regarding her T-Mobile account. Records indicate that Ms. [redacted] activated her postpaid account on January 29, 2018.  Upon activation, Ms. [redacted] was subscribed to our T-Mobile ONE rate plan for $75.00 a month.  It is important to note that T-Mobile offers a $5.00 discount for this rate plan if the customer’s account is enrolled in AutoPay, our automatic payment service.  Please be advised that Ms. [redacted]’s account is not subscribed to AutoPay.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.  Records indicate that Ms. [redacted]’s billing cycle begins on the second of every month and will close on the first of every month. Additionally, Ms. [redacted]’s due date will be on the 22nd of every month.  As such, Ms. [redacted]’s first billing statement include prorated charge for services used from January 29, 2018, through February 1, 2018, and was billed in advanced for service from February 2, 2018, through March 1, 2018. Finally, please be advised that once the first payment is made on Ms. [redacted]’s account, her account will be considered paid through March 1, 2018.  If services are used through March 1, 2018, then a refunded will not be provided.  Should Ms. [redacted] wish to transfer her mobile number to our prepaid service, she will not receive any further charges provided that the transfer is completed on or before March 1, 2018.  T-Mobile contacted Ms. [redacted] on February 1, 2018 and provided all the information above, which she has accepted as resolution to her concerns.  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.Vanessa C[redacted]Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 27, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any continued concerns Mr. [redacted] experienced with his equipment. Mr. [redacted] had previously corresponded to your office and your file number [redacted] was forwarded to T-Mobile for resolution. On August 23, 2016, we spoke with Mr. [redacted] in regards to his HTC One M8 device and advised him that unfortunately, the HTC One M8 device was no longer available as a replacement option through our Handset Exchange Program. We advised Mr. [redacted] that T-Mobile was replacing the HTC One M8 device with a Certified Pre-Owned Samsung Galaxy S5 kit. Mr. [redacted] accepted a Samsung Galaxy S5 as replacement. As such, on August 23, 2016, we placed an order through our Handset Exchange Program to replace Mr. [redacted]’s HTC One M8 with a Samsung Galaxy S5 black kit. Further records confirm that on August 29, 2016, Mr. [redacted] contacted Customer Care and advised that he preferred a white Samsung Galaxy S5 as replacement. As such, a new Handset Exchange Order was placed to have Mr. [redacted]’s HTC One M8 with a white Samsung Galaxy S5 kit. We apologize if Mr. [redacted] was not made aware of the estimated date of fulfillment when the order was placed. T-Mobile strives to provide complete and accurate information during every contact. We apologize if any of our representatives failed to do so while assisting Mr. [redacted]. In reviewing Mr. [redacted]’s August 29, 2016, order, our records confirm that the white Samsung Galaxy S5 was shipped and delivered to Mr. [redacted] on September 1, 2016, via UPS tracking number [redacted]. 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. Brian W[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because I want to drop this complaint. It is not worth spending more time on this matter. I already learned my lesson from T-mobile and business alike.
Sincerely,
[redacted]

April 3, 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 20, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] experienced in regards to her final billing charges from T-Mobile.
T-Mobile records show that on July 28, 2015, Ms. [redacted] activated five lines of service with T-Mobile and at the time of activation she took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Apple iPhone 6 Plus 16GB handsets, a Samsung Galaxy S6 handset, an LG G4 handset and accessories including otter box cases and a waterproof Bluetooth speaker.
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. Our records show that on October 1, 2015, T-Mobile sent Ms. [redacted] a Wi-Fi Cell Spot Router to help with coverage. Furthermore, T-Mobile reviewed the coverage surrounding Ms. [redacted]’s billing address and verified that she resides in a good coverage area and there are currently no issues in the area that should be causing issues with T-Mobile services.
Please be advised that T-Mobile offered the Wi-Fi Cell Spot Router to Ms. [redacted] to help her with in home coverage. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee plus taxes. If returned with physical damage, the fee is $25.00.
Additional records show that on October 15, 2016, Ms. [redacted] cancelled her T-Mobile service when she ported her mobile numbers to another carrier and on October 24, 2016, T-Mobile sent Ms. [redacted] a return label to send back the Wi-Fi Cell Spot Router. Please be advised that since Ms. [redacted] cancelled service before the EIP agreements were fulfilled, the remaining EIP balance in the amount of $1,910.14 posted to her final billing statement dated October 28, 2015. Additionally, November 29, 2016, Ms. [redacted] was charged a $105.17 non-return fee for the Wi-Fi Cell Spot Router bringing her balance owed to $2,015.31.
Unfortunately, T-Mobile did not receive payment for Ms. [redacted]’s final balance. As such, on January 23, 2017, Ms. [redacted]’s account was transferred to Convergent Outsourcing Inc., a third party collection agency, in an attempt to collect the balance. At the time Ms. [redacted]’s account was transferred to Convergent Outsourcing Inc. a collection fee of $78.84 was added to her account bringing the balance to $2,094.15. Ms. [redacted]’s account balance consists of $1,910.14 in accelerated EIP charges, $105.17 non-return fee for the Wi-Fi Cell Spot Router and a $78.84 collection fee. Based on our findings it is T-Mobile’s position that Ms. [redacted]’s outstanding balance is valid and owed.
Since T-Mobile has transferred the account to Convergent Outsourcing Inc. and any current collection activity is by and on behalf of Convergent Outsourcing Inc., Ms. [redacted] may contact Convergent Outsourcing Inc. directly by calling 855-871-1088 to discuss payment options.
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.
Jimmie P[redacted]
Executive Response

June 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 June 6, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his account. T-Mobile records indicate that on June 22, 2014, Mr. [redacted], activated his mobile number ending in 2304. At the time of activation, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5 device. Thereafter, on June 24, 2014, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted]. At the time of activation, Mr. [redacted] purchased a Samsung Note 3 device and a Samsung Galaxy S5 handset on EIP.
Unfortunately, on February 1, 2015, Mr. [redacted]’s account was cancelled for non-payment. 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. When the account was canceled on February 1, 2015, the remaining EIP balance of $1,433.68 was accelerated and posted to the final billing statement.
Mr. [redacted]’s with a final billing statement dated February 23, 2015, reflected a balance of $2,258.36, which was due on March, 15, 2015. This balance consisted of monthly recurring charges from January 23, 2015, through February 1, 2015, accelerated final EIP charges, taxes, and fees. It is T-Mobile’s position that the balance is valid and owed.
Furthermore, as Mr. [redacted]’s account remained past due, on March 27, 2015, the account was referred to AmSher, a third-party collections agency. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
T-Mobile records indicate that as of November 29, 2015, Mr. [redacted]’s account was referred to, and currently resides with, Enhanced Resource Centers. As T-Mobile considers this debt to be valid and owed, Mr. [redacted] may contact me at the number provided below or Enhanced Resource Centers directly at 800-501-7454 for payment options. 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.
Abigail [redacted]-R[redacted]
Executive Response

March 21, 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 12, 2016 regarding the above-referenced account.    T-Mobile regrets to hear of Ms. [redacted]’s concerns regarding the account.  Please be advised that T-Mobile takes account security very seriously and that protecting our customer’s information is a top priority.  This is why we afford customers the opportunity to add additional layers of security to their accounts to avoid unauthorized access as we have with Ms. [redacted]’s account.   After careful review of Ms. [redacted]’s account we were able to determine that on March 10, 2017 a caller was unable to verify the account when calling in and as there was a password on the account that we have added at Ms. [redacted]’s request as an additional layer of security.  Per T-Mobile policy, when the caller was unable to verify the password, we issue a one-time PIN code to the accountholder’s mobile number and did so to Ms. [redacted]’s number ending in [redacted].  T-Mobile did not send a one-time PIN code, nor would we, to anyone other than the account owner which is Ms. [redacted].  We apologize if any T-Mobile employee advised Ms. [redacted] otherwise.    Additionally, on March 12, 2016, at Ms. [redacted]’s request, we have placed special instructions on the account that would prevent sending a one-time PIN on the account, even to her.  As a result, when a caller who attempted to access the account on March 15, 2016 and was unable to verify the password, a one-time PIN was not sent.  Please note that we have spoken to Ms. [redacted] and shared this information with her.  We regret any inconvenience Ms. [redacted] may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   David T[redacted] Executive Response

August 4, 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 23, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the billing on her 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 Executive Response Team.  T-Mobile regrets any inconvenience to Ms. [redacted].   T-Mobile records confirm that as of April 13, 2017, Ms. [redacted] is subscribed to the T-Mobile One All In Unlimited Talk, Text, and Data promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that if the account is enrolled in AutoPay, each line is eligible to receive a $5.00 discount, so long as the AutoPay feature remains active. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method supplied by the customer.   T-Mobile records confirm Ms. [redacted]’ billing statement dated May 15, 2017carried a total balance due of $331.54. The balance consisted of monthly service, equipment charges, and applicable taxes and fees. Ms. [redacted]’ statement balance was due in full by June 7, 2017.    Furthermore, our records confirm that Ms. [redacted]’ account was enrolled in AutoPay on April 13, 2017. As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided. Accordingly, on June 5, 2017, a payment in the amount of $331.54 posted to Ms. [redacted] account. T-Mobile records further confirm that Ms. [redacted] disputed the payment made on June 5, 2017, with her financial institution and $331.54 was charged back to the T-Mobile account on June 7, 2017.   As stated in our correspondence to your office under file number [redacted], T-Mobile confirmed that due to an administrative error, on April 13, 2017, a second handset order for a Samsung J7 device was created and billed in full to the account in the amount of $218.54, which was reflected on the following billing statement. However, on June 15, 2017, T-Mobile applied a credit in the amount of $218.54 for the Samsung J7 device that was billed in full to the account. The credit reduced the account balance to $113.00.   Upon speaking with Ms. [redacted]’ on August 1, 2017, she indicated her social security number reflected incorrectly on her account.  In an effort to amicably resolve this matter Ms. [redacted] was advised to provide and unaltered copy of her ID and Social Security Card to [redacted]@T-Mobile.com to update her information. T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Abigail [redacted]-R[redacted] Executive Response

November 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No.XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 7, 2016, regarding the above-referenced prepaid mobile number. T-Mobile regrets any concerns to Mr. [redacted] with regards to their handset purchase. Additionally, we are sorry that Mr. [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers when visiting our T-Mobile retail location. Please be advised that at the time of activation, T-Mobile provided a 20-day return period which allowed Mr. [redacted] to use the equipment to see if it met 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. Please note that pursuant to our terms of service, a restocking fee may be assessed during the return period. T-Mobile regrets any inconvenience to Mr. [redacted] with regards to this. On November 11, 2016, in an effort to amicably resolve this matter, T-Mobile offered to send Mr. [redacted] a Certified Pre-Owned LG G3 handset at no cost. Mr. [redacted] was satisfied with this resolution. Please be advised that Mr. [redacted] will have to send his Samsung Galaxy ON5 to the address below. Executive Response Team Attention: Cesar Account # [redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Please note that Mr. [redacted] will have 14 days from the day he receives his replacement LG G3 to return his Samsung Galaxy ON5. 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 is not charged for the LG G3. 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

August 3, 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 July 27, 2017, regarding the above-referenced file number. Please be advised that T-Mobile records indicate that Mr. [redacted] does not have an active T-Mobile account.
T-Mobile regrets any equipment concerns Mr. [redacted] has experienced regarding his LG Stylo handset. T-Mobile policy indicates that under specific conditions, T-Mobile may be able to provide a Mobile Device Unlock (“MDU”) for select handsets the meet eligibility requirements. Device eligibility is determined as follows:
• The device must be a T-Mobile device.
• The device must not be reported to T-Mobile as lost, stolen, or blocked.
• The account associated with the device must not be canceled, and be in good standing.
• You have requested no more than two mobile device unlock codes per line of service in the last 12 months.
• The device must satisfy all the Postpaid or Pay in Advance (Prepaid) Unlocking terms.
• T-Mobile may request proof of purchase or additional information in its discretion and certain othis exceptions may apply.
The requirements for an MDU are available to customers by visiting https://support.t-mobile.com/docs/DOC-1588. As the handset did not meet the Postpaid or Prepaid unlocking terms, Mr. [redacted]’s handset was ineligible for an MDU.
Nevertheless, as a courtesy to Mr. [redacted], T-Mobile provided an MDU and instructions for unlocking his LG Stylo handset. 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 furthis 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

May 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 1, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with our 2016 Apple Black Friday promotion. From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and a subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr. [redacted] was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus at no cost after monthly bill credits for the amount of the Equipment Installment Plan (EIP) installment. Please note customers will receive promotional EIP bill credits over 24 months to cover the cost of the device. Bill credits can take up to three bill cycles to reflect on the customer’s bill.
On November 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two iPhone 7 32 GB devices for a total price of $1,299.98 plus tax. At the time of purchase, Mr. [redacted] was required to remit a down payment in the amount of $245.00. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $43.96. Additionally, Mr. [redacted] traded in two qualifying iPhone devices as part of the 2016 Apple Black Friday promotion.
On March 2, 2017, T-Mobile records confirm Mr. [redacted] called us to inquire about his promotional credits as they were not reflecting on his bill. At this time, T-Mobile processed an EIP early payoff payment in the amount of $461.55 for each device to close the remaining EIP balance of each iPhone 7 device. Accordingly, T-Mobile applied an account credit of $461.55 to cover the payments made towards the EIP and any overage payments made towards the iPhone 7 devices. Regretfully, only one credit was applied at this time; however, the two EIPs were closed and reflect a zero balance.
On April 30, 2017, T-Mobile applied the second account credit to Mr. [redacted]’s account as agreed upon on March 2, 2017. In addition, as a courtesy and a gesture of good will, we applied a third account credit in the amount of $461.55. This left a credit balance on his account in the amount of $350.33.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have 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.
Carlos T[redacted]
Executive Response

March 25, 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 16, 2016, regarding the above-referenced account. We are pleased to report that we have successfully contacted Mr. [redacted] and have resolved the matter to his satisfaction. We regret any inconvenience that Mr. [redacted] may have experienced regarding his equipment exchange. Our records indicate that on February 18, 2016, a replacement device was requested for the non-working Samsung Galaxy S6 associated with Mr. [redacted] mobile number ending in [redacted] via our Handset Exchange Program. 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. However, if upon return of the non-working handset T-Mobile has determined that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. Regrettably, upon receipt of Mr. [redacted] non-working handset it was examined and was found to have sustained substantial physical damage, which is not covered under the warranty. As such, Mr. [redacted] was assessed an out-of-warranty fee in the amount of $425.00 as captured on the billing statement dated March 14, 2016. Please note that a warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of his exchange. This information is in the material that accompanies the replacement handset. Nevertheless, upon speaking with Mr. [redacted] on March 21, 2016, as a means of amicable resolution, T-Mobile agreed to apply a courtesy credit of $425.00 to his account for the above mentioned out-of-warranty fee. As a result, Mr. [redacted] account currently reflects an outstanding account balance of $648.05. This amount consists of a past due balance of $248.77, as well as current monthly access charges, monthly EIP charges of $85.83 as well as applicable taxes and fees for the billing period of March 14, 2016 to April 13, 2016, with a due date of April 6, 2016. In addition, an executive collection hold has been placed on the account until March 27, 2016, to allow Mr. [redacted] additional time to satisfy the above mentioned past due balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Emilio S[redacted] Executive Response

To the Revdex.com:I reviewed the response made by the business in reference to complaint ID [redacted], but was wanting an actual opportunity to speak by phone with T-Mobile's Executive Response department. As of this writing (6:12pm CDT, Tuesday, January 3, 2017, I have now done so. I was telephoned by Ms. B[redacted] and it was explained to me that the initial response to my complaint was a sort of boilerplate response intended to explain the options on my account.
Our actual conversation was more productive and I was able to convey, more clearly, my concerns and disappointment. Ms. B[redacted] understood my sentiments and appeared to be sufficiently sincere. The actions she stated that had been applied to my account were as follows:
1. Removal of all ongoing monthly payments on the promotional Alcatel tablets. These were costing me $10 monthly, and such charges will be discontinued going forward. If I understood her correctly, it may take one billing cycle for this adjustment to occur fully, and she said it would take about a week - roughly until Friday, February 7, 2017 - for the $10 charges per tablet to be completely removed.
2. Complete removal of the EIP (Equipment Installment Plan) allowance on the two tablets. Whereas I would have been responsible for over $240 to cover the cost of the tablets (had I cancelled T-Mobile service) I no longer have any financial responsibility to pay on either tablet whatsoever - I owe $0.00 for the tablets. Ms. B[redacted] indicated that this part of the resolution is complete as of right now.
I further expressed my concerns over several blind spots T-Mobile appears to have with their showroom sales reps making unsubstantiated claims about savings, and that dissatisfaction in situations such as this one can undo million-dollar national advertising campaigns, as consumers have social media in addition to word-of-mouth to compare notes. She seemed to appreciate this feedback.
With the actions stated to be taken by Ms. B[redacted] on behalf of T-Mobile, and with the pending proviso of the successful removal of the $10 charges for the Alcatel promotional tablets, I hereby accept T-Mobile's formal response to my complaint.
Sincerely, [redacted]