T-Mobile Usa Inc

November 30, 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 22, 2016, regarding the above-referenced account. T-Mobile is sorry to hear of Ms. [redacted]’s concerns with her recent payments to T-Mobile. Please be advised that payment refills for our T-Mobile’s prepaid service are managed by third party Vesta. In reviewing Ms. [redacted]’s account, T-Mobile records confirm that on November 20, 2016, she remitted two payments to her prepaid account, one in the amount of $25.00 and a second one in the amount of $33.00. As Ms. [redacted]’s $25.00 Simply Prepaid rate plan was due, her account was left with a $29.00 credit balance which will automatically refill her next month of service. 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.” In an effort to amicably resolve this matter, on November 30, 2016, T-Mobile processed the refund for Ms. [redacted]’s payment in the amount of $33.00 plus applicable taxes to the same method used at the time of payment, Visa card ending in [redacted]. Please allow one to three business days for the funds to become available in Ms. [redacted]’s financial institution. In addition, as courtesy to Ms. [redacted], on November 30, 2016, T-Mobile issued a onetime bill credit in the amount of $36.00 equivalent to the overdraft fee Ms. [redacted] mentioned was billed to her by her financial institution. Ms. [redacted]’s account reflects a credit balance in the amount of $36.00. 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. Maggie R[redacted] Executive Response

December 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]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 12, 2017, regarding the above-referenced file number.
We regret any inconvenience Mr. [redacted] has experienced recently regarding his newly purchased Apple iPhone X. Please note that Mobile Device Unlocks are available to T-Mobile customers who meet our eligibility requirements. T-Mobile records confirm that Mr. [redacted] is not a T-Mobile customer, and the Apple iPhone X handset in question was not purchased from T-Mobile but rather [redacted]. Pursuant to our policy customers are to have a current T-Mobile account. As Mr. [redacted] is not a T-Mobile customer, his initial requests were denied.
Nevertheless, upon speaking with Mr. [redacted] on December 16, 2017, he was able to provide T-Mobile with the receipt for his purchase which displayed the IMEI for the Apple iPhone X, and as a gesture of good faith, T-Mobile unlocked the handset. T-Mobile also sent the instructions for backing up the iPhone X found at https://support.t-mobile.com/[redacted] as well as instructions to master reset the handset found at https://support.t-mobile.com/[redacted]. T-Mobile regrets any inconvenience to Mr. [redacted]. 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.
Thomas M[redacted]
Executive Response

October 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 October 8, 2017, regarding the above-referenced account.  We regret any concerns Mr. ** has regarding his final T-Mobile billing statement.  T-Mobile records confirm that Mr. ** activated T-Mobile service on June 5, 2005 and subscribed to Family Time Unlimited Nights 500 $49.99 monthly.  On October 8, 2015, Mr. ** subscribed to the Simple Choice North America Unlimited Talk, Text, and Data $80.00 monthly rate plan.  In addition, the mobile number ending in 1135 subscribed to the optional Simple Choice Add-a-Line $10.00 monthly feature bringing total monthly recurring charges (“MRC”) of $90.00 plus taxes and fees. Please be advised on August 8, 2017, Mr. ** received a T-Mobile billing statement that reflected an amount due of $98.59 which consisted of MRC, taxes and fees from July 8, 2017 to August 7, 2017.  As no payment was remitted the balance was carried forward. T-Mobile has reviewed the account and confirmed that the account was canceled on August 15, 2017 when the mobile numbers ending in 0967, 0170, and 1135 were transferred to another service provider.  Mr. **’s billing cycle ran from the 8th of one month to the 7th 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, Mr. ** was billed through September 7, 2017.   T-Mobile records confirm that on August 16, 2017, Mr. ** remitted a payment in the amount of $45.12 leaving an updated balance due of $53.47.  In addition, on August 16, 2017, a onetime payment in the amount of $53.47 was applied leaving a zero balance. On September 8, 2017, Mr. ** received a final T-Mobile billing statement that reflected an amount due of $104.97.  The amount consisted of prorated MRC, taxes and fees for services rendered between August 8, 2017 to September 7, 2017. In order to amicably resolve Mr.  **’s concerns, T-Mobile has agreed to apply a onetime credit in the amount of $104.97 leaving Mr. **’s T-Mobile account closed with a zero balance.  We regret 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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christopher P[redacted] Executive Response

May 1, 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 April 22, 2017, regarding the above-referenced account.
T-Mobile strives to provide the best handsets and service experience to our customers. We regret any concerns experienced by Ms. [redacted] regarding the information reflected on www.T-Mobile.com associated to her current in-use handset.
T-Mobile records confirm that on January 27, 2017, Ms. [redacted] purchased one iPhone 7+ 32 gigabyte GB handset with IMEI number [redacted] under the mobile number ending in [redacted] through our Equipment Installment Plan (“EIP”) program. Regrettably due to an inadvertent system error, the above mentioned handset is not the same handset reflecting currently in use under the line ending in [redacted] or through www.t-mobile.com.
In an effort to amicably resolve this matter, on April 26, 2017, T-Mobile requested the correct handset information be updated in our database under the line ending in in [redacted] and as of April 27, 2017, this issue has been resolved. We regret 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.
Aika A[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:
I will be contacting the company. It was never explained that I would continue to be charged the $10 for the tablet if I closed out my account. I still am requesting the $80 credit (which includes the deposit.Sincerely,[redacted]

September 30, 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 25, 2015, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] regarding our JUMP! On Demand program. T-Mobile records confirm that on September 19, 2015, Ms. [redacted] processed a JUMP! On Demand for her Apple iPhone 6S handset. Ms. [redacted] was not required to make a capital cost reduction payment but agreed to a series of 18 lease payment in the amount of $27.00. Upon speaking with Ms. [redacted], she stated that she did not want to process a JUMP! On Demand program, she wanted the handset on a regular Equipment Installment Plan (EIP). T-Mobile regrets any confusion to Ms. [redacted] regarding our equipment programs. On September 25, 2015, Ms. [redacted] was sent a return shipping label to return her new iPhone 6S to T-Mobile under the equipment return period. Ms. [redacted] also advised T-Mobile that her current Apple iPhone 6 has physical damage to the screen, which would make the handset ineligible for trade in credit. Ms. [redacted] will need to file a claim with [redacted], our third party equipment protection company, to be able to receive a non-damaged device. The deductible for the iPhone 6 is $175.00. Upon receiving the new claim, Ms. [redacted] would be able to trade in her iPhone 6 for trade in credit or participate in the JUMP! Program for a credit of the remaining EIP balance. In an effort to amicably resolve this matter, on September 29, 2015, T-Mobile offered Ms. [redacted] a credit of $185.26 towards her account balance due for October 16, 2015. Ms. [redacted] stated she needed more time to decide if she would like to accept this credit as a resolution to this matter. Ms. [redacted] may contact me at the number provided below by October 29, 2015, to accept this as a resolution to this matter. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[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 somewhat satisfactory to me. Sincerely, [redacted]

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

July 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 July 26, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] feels that T-Mobile’s previous responses to her concerns have been insufficient to address her concerns. In regards to Ms. [redacted]’s concerns with her Carrier Freedom submissions. T-Mobile records confirm that Ms. [redacted] first submitted for our Carrier Freedom reimbursement program on November 11, 2016. At that time, and upon reviewing the documents which Ms. [redacted] submitted, T-Mobile found that Ms. [redacted] was eligible for a total of $285.34. The breakdown of this reimbursement is as follows: line ending in [redacted] was charged a total of $460.34 in eligible charges and received a device trade-in credit of $275.00 and pursuant to the terms of Carrier Freedom; this left a reimbursement for this line in the amount of $185.34. Ms. [redacted]’s line ending in [redacted] was assessed an early termination fee in the amount of $100.00 which was also eligible for reimbursement. This was a total of $285.34 which was reimbursed and sent to Ms. [redacted] in the form of a prepaid refund card.
In reviewing Ms. [redacted]’s original Carrier Freedom submission, T-Mobile found that she was denied any additional reimbursement as the final billing statement she submitted did not clearly outline which charges needed to be reimbursed.
T-Mobile has once again reviewed the account and confirmed that mobile numbers ending in [redacted] and [redacted] were transferred to another service provider on February 9, 2017. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the lines of service after Ms. [redacted]’s new wireless service provider took control of them. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service ending in 6870 and [redacted] on Ms. [redacted]’s account on May 3, 2017, when Ms. [redacted] contacted T-Mobile. Please be advised during the period of February 9, 2017, and May 3, 2017, Ms. [redacted] did not contact T-Mobile.
As T-Mobile was not advised of Ms. [redacted] desire to cancel the line ending in 6870 and [redacted] the account was billed for services through May 3, 2017. It remains T-Mobile position that the balance is valid and owed. The balance of $2,076.36 consisted of monthly access charges for the billing period of February 5, 2017, through May 4, 2017, accelerated EIP charges of $1,480.36, applicable taxes, fees and a collection fee in the amount of $70.79.
Although it is T-Mobile’s position that this balance was valid and owed, as previously advised as a courtesy, we applied a credit of $680.39. This substantial credit covered all monthly access charges, applicable taxes and fees for the period from February 5, 2017, through May 3, 2017, which was the date of cancellation. This reduced the balance to $1,395.97. As an additional courtesy, on July 13, 2017, T-Mobile applied a credit to the account in the amount of $70.79 for the collection fee mentioned above. This leaves the account with a balance of $1,325.18. This final balance consists of only the remaining accelerated EIP balances for two Samsung Galaxy S7 Edge devices and one Samsung Galaxy Tab S2. It is T-Mobile’s position that this balance remains valid and owed.
In Ms. [redacted]’s correspondence to your office, she indicates that she did not receive a billing statement detailing what she was billed for. It is important to note that Ms. [redacted] was subscribed to T-Mobile’s paperless billing at the time of activation and has always had her billing statements delivered to her electronically and did not receive an actual paper statement. Ms. [redacted]’s account remained on paperless billing until her account was canceled on May 3, 2017 and her online account access was disabled at this time. At the time of cancellation, T-Mobile automatically removes paperless billing enrollment and sends our customers a paper copy of their final billing statements including any revised billing statements. In Ms. [redacted]’s case, T-Mobile sent a copy of the billing statements to the billing address on file which matches the address Ms. [redacted] has provided to your office. In addition, T-Mobile made several attempts to notify Ms. [redacted] of her past due balance prior to the account being sent to collection which was in the form of text messages to the active numbers on the account, billing and late notifications. Therefore, it is T-Mobile’s position that Ms. [redacted] was properly notified of her balanced owed prior to being sent to third party collections on June 2, 2017.
T-Mobile has reviewed the additional documents Ms. [redacted] has submitted to your office, and has confirmed these documents were not received during the appropriate timeframe to be eligible for the additional charges in regards to the Carrier Freedom program. In review of these documents there were additional charges which may have been eligible for reimbursement in the amount of $532.81. Although Ms. [redacted] is outside the allotted timeframe to resubmit these documents for reimbursed, as an additional courtesy, T-Mobile applied the credit of $532.81 to Ms. [redacted]’s account which reduced the balance to $792.37.
As Ms. [redacted] maintains possession of the devices it is T-Mobile’s position that the charges for the equipment are valid and owed. However, as previously stated, T-Mobile has agreed, to allow Ms. [redacted] to return her two Samsung Galaxy S7 Edge devices and Samsung Galaxy Tab S2, directly to our office with no physical or liquid damage. We have extended this offer and the devices must be post marked for return by August 14, 2017, from the date of this letter at:
T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
[redacted] 
It is important to note that if the devices are returned damaged, the devices will be returned to Ms. [redacted] and the EIP balances will remain valid and owed. Upon receipt of the devices, T-Mobile will apply a credit for the matching charge for each device as follows; Samsung Galaxy S7 Edge IMEI 356164074390851, Samsung Galaxy S7 Edge 357751075183084, Samsung Galaxy Tab S2 359829060767794 totaling $1,480.36. Ms. [redacted]’s account will be left with a credit balance after all credits have been issued for equipment totaling $687.99. T-Mobile agrees to refund any credit balance remaining to Ms. [redacted]. Again, if Ms. [redacted], would like to accept T-Mobile’s offers to amicably resolve this matter, she may return her equipment as outlined above no later than August 14, 2017. After August 14, 2017, T-Mobile’s offer to return the equipment will be considered void and the balance of $792.37 will remain 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.
Andrew S[redacted]
Executive Response

September 17, 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 14, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved the matter to [redacted] satisfaction.   T-Mobile records confirm that [redacted] is using a non-T-Mobile device.  It should be noted that while an unlocked device from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers.  Historically, the basic functions of the unlocked devices worked on our network; however, certain advanced features may work sporadically or not at all.  We regret any inconvenience [redacted] has experienced.   For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited.  Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device.    However, as a gesture of goodwill, on September 17, 2017, T-Mobile issued two T-Mobile branded devices to [redacted] at no cost.  We regret any inconvenience to [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.   David T[redacted] Executive Response

November 20, 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 November 13, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted] concerns within this letter. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care. 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. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her account. The arrangement to transfer the line of service was made directly with the other party’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after the other party’s new wireless service provider took control of it. As long as the other party knows the account number and security on the account they are able to transfer their numbers to another provider. In an effort to amicably resolve this matter for Ms. [redacted], on November 9, 2015, T-Mobile applied a credit in the amount of $120.90 for one free month of service. Ms. [redacted] account now reflects a remaining balance of $129.52. 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

Complaint: [redacted]
I am rejecting this response I would like a brand new Alcatel windows phone just as I asked. This company is horrible. NONONE HAS CALLED. But you can reply to the Revdex.com report. I have left 2 numbwrs for someone to call me and it has not been done. At this point I just want the phone that I aaked for because it is paid paid and unlocked. I donr want to give this company 1 penny after the way I have been lied to and treated. I NEVER asked for the LG. I just wanted a working phone. Again The 3,000 is a total lie. How? Why would this credit be given? My phone was $288.00 $319 with tax unlocked and ready to be moved to another company. If ANY other was given I am unaware. Tmobile bought my phones from me when I switched companies ovwr a year ago so why is that being brought up now? That has nothing to do with THIS  Account. I will send the LG back because I see thus companyonly want money and not provide the service. 
Sincerely,
[redacted]

July 25, 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 11, 2017, regarding the above-referenced account. We are pleased to report we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] may have had in regards to his tablet promotion. T-Mobile records confirm that on October 29, 2015, Mr. [redacted] elected to add a Mobile Internet (“MI”) line in 6757 to his account ending and subscribed to the North America MI 5GB rate plan which for $20.00 per month includes 5GBs of high-speed data. On October 30, 2015, Mr. [redacted] elected to add a second MI line ending in 6800 and subscribed to the same plan. Please note that when combined with a voice line, Mr. [redacted]’s account is eligible for a hybrid discount of $10.00 per MI line.
T-Mobile records reflect on October 29, 2015, that Mr. [redacted] leased a Samsung Galaxy Note 5 utilizing our JUMP! On Demand (“JOD”) lease options with 18 monthly payments of $29.00. On October 30, 2015, Mr. [redacted] leased a second handset, a Samsung Galaxy 6 Edge Plus on JOD with 18 monthly payments of $32.50.
Additionally, records indicate that on November 19, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Tab A tablets for $319.99 each with 24 monthly payments of $13.34 each.
At the time of purchase, T-Mobile was offering the Samsung Galaxy Smartphone and Tablet Bundle. As part of this offer, new and existing postpaid customers could receive a Samsung Galaxy Tab A on us when they get select Samsung devices with EIP or JOD. The promotional bill credits are applied over the course of 24 months in the amount of $13.34 per device provided that he maintains eligibility. As such, Mr. [redacted]’s line ending in 6757 has been successfully enrolled in the Samsung Galaxy Smartphone and Tablet Bundle and receives $13.34 per month as indicated on page three of Mr. [redacted]’s billing statement. Mr. [redacted]’s line ending in 6800 qualified for the discount but due to an administrative error was not enrolled in the promotion.
On July 17, 2017, upon speaking with Mr. [redacted], T-Mobile absolved him of the EIP for the remaining balance of his Samsung Galaxy Tab A on the line ending in 6800. In addition, T-Mobile provided Mr. [redacted] a one-time credit in the amount of $266.80 leaving a credit balance of $286.58 on the account. Mr. [redacted] confirmed he is satisfied with this as resolution to his issue.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. 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.
Alyssa K[redacted]
Executive Response

October 31, 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 October 21, 2016, 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. We regret any concerns Ms. [redacted] has regarding her Apple iPhone 7 Plus handset. On October 2, 2016, T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 7 Plus 128 gigabyte (“GB”) Rose Gold. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. In order to amicably resolve Ms. [redacted]’s concerns we have agreed to send her a new Apple iPhone 7 Plus handset and Ms. [redacted] will be required to return her handset to our Executive Office to complete the exchange within 30 days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

August 4, 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 2, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] has encountered. T-Mobile confirms that the account was active from March 27, 2015, through March 1, 2016. Mr. [redacted] was subscribed to a $120.00 Simple Choice Unlimited Talk & Text rate plan with 10 gigabytes of date for each of his four lines of service. T-Mobile records indicate that, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the following purchases: • On April 20, 2015, a purchase of a Moto 360 Smart Watch; • On April 27, 2015, with the purchase of a Samsung Galaxy S6 handset; and • On May 6, 2015, with the purchase of an LG Optimus L90. 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. T-Mobile’s JUMP! On Demand (“JOD”) is a lease option that includes both the cost of a new smartphone and the freedom to swap it for a new one. On September 22, 2015, Mr. [redacted] leased an iPhone 6S Plus handset. When a phone is subject to a lease, T-Mobile, not the customer, owns the phone. If a customer has a JOD and the account is canceled, any remaining lease payments and the purchase option price become due with the final billing statement. The account balance of $2,583.89 includes a collection fee of $194.22, monthly recurring EIP charges, monthly recurring JOD lease payments, accelerated EIP and JOD charges, a lease purchase option price, late fees, a $250.17 out-of-warranty fee, international long distance charges and applicable taxes, dating to the November 27, 2015, billing statement. T-Mobile determines that the debt is valid and due. On April 25, 2016, the account was assigned to Diversified Consultants Inc., a third party debt collection agency. Mr. [redacted] may contact Diversified Consultants Inc., at 877-550-1981, to arrange payment. 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. Pancho Q[redacted] Executive Response

From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 31, 2016 10:18 AMTo: Info <[email protected]>Subject: Fwd: You have a new message from the Revdex.com
 
Hi,
 
The following complaint #[redacted] has been resolved and they have honor their agreement after many many...

wasted hours with customer service. I would like to update correspondence between me and T-Mobile following after the complaint submission for Revdex.com records and reference. Please let me know if this is possible and how to go about it.
 
Thank you,
 [redacted]

August 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], we have resolved this matter to her satisfaction.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her T-Mobile account. T-Mobile records confirm that on July 5, 2017, Ms. [redacted] ordered two Samsung Galaxy S8 devices under T-Mobile’s June 2017 Samsung Galaxy S8 BOGO offer for use on mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] purchased both of the Samsung Galaxy S8 devices at the time through our Equipment Installment Plan (“EIP”) program, wherein she was required to remit a down payment in the amount of $30.00, plus the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $30.00. From June 16, 2017, through July 13, 2017, customers, such as Ms. [redacted], who purchased a Samsung Galaxy S8 or S8+, got another one for free through a prepaid MasterCard valued at $750.00 when adding a new line of service when both devices are purchased on an EIP. Additionally, customers taking part in the promotion must keep the additional line active, and customers that are not on an eligible Simple Choice rate plan will need to change to the T-Mobile ONE rate plan to be eligible.
T-Mobile records confirm that as a result of Ms. [redacted] not being on an eligible rate plan, this deemed the account ineligible to receive the promotional offering.
On August 24, 2017, T-Mobile contacted Ms. [redacted] to discuss her experiences, and explained how she can access future promotional offering requirements going forward. In an effort to amicably resolve the matter, T-Mobile closed Ms. [redacted]’s installment plan that was initiated for the mobile number ending in [redacted] to avoid any future installments being billed to her for the equipment. Ms. [redacted]’s next billing statement that will generate on or around September 17, 2017, will reflect a refund of two previously billed installments being credited.
Pursuant to our conversation, Ms. [redacted] considers the matter resolved and has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

September 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 September 10, 2017, regarding the above-referenced account.    T-Mobile is sorry to have lost Mr. [redacted] as a customer and we regret hearing of his concerns with his account cancelation and his final account balance.  Please be assured that T-Mobile makes every effort to provide complete an accurate information to our customers.  We apologize if Mr. [redacted] feels that this was not his experience.   A review of Mr. [redacted]’s account confirms that on June 21, 2017, Mr. [redacted] contacted T-Mobile to discuss the cancelation of his account which was active with mobile number ending in 2642.  Our records further confirm that on June 21, 2017, a port-our request was open to transferred Mr. [redacted]’s mobile number ending in 2642 to a different service provider.  It is important to note that in order for a port to be completed successfully, the mobile number in questions is required to be active, as such; once a port out request has been open, T-Mobile loses the availability to cancel the mobile number. Please note that the arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile.   Further review confirms that Mr. [redacted]’s new wireless service provider did not complete the port out for mobile number ending in 2642.  As mobile number ending in 2642 was not transferred, it remained active on Mr. [redacted]’s account.  In reviewing our records, T-Mobile first received a request to cancel mobile number ending in 2642 service on August 3, 2017, when Mr. [redacted] contacted T-Mobile.    Please be advised that Mr. [redacted] last remitted payment to the account was on June 1, 2017, in the amount of $59.19.  This payment covered for his monthly service charges for the billing period from May 2, 2017, to June 1, 2017.     Mr. [redacted]’s following billing statement dated June 2, 2017, reflected a balance in the amount of $59.19 which consisted of monthly service charges for the billing period from June 2, 2017, to July 1, 2017.  The following billing statement dated July 2, 2017, reflected a balance in the amount of  $118.90 from which $59.19 was past due and new charges in the amount of $59.71 for the billing period from July 2, 2017, to August 1, 2017.    Due to non-payment, on July 12, 2017, T-Mobile suspended the account’s ability to place outbound calls.  Mr. [redacted]’s following billing statement dated August 2, 2017, reflected a balance in the amount of $181.26 from which $118.90 was past due and new charges in the amount of $62.36 for the billing period from August 2, 2017, to September 1, 2017.   As previously mentioned, on August 3, 2017, Mr. [redacted] contacted our Customer Care team and his account was canceled pursuant to his request.  At this time, Customer Care issued a bill credit in the amount of $141.79 which reactivated the account prior to the cancelation request was completed. 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 the account was reactivated the account was assessed a $20.00 restore from suspension fee.   On August 8, 2017, our Customer Care team issued an additional bill credit in the amount of $96.98, for a total of $238.77, leaving the account with a credit balance of $57.51.   Mr. [redacted]’s final billing statement dated September 2, 2017, reflected new charges in the amount of $22.89 for a restore from suspension fee updating the account credit balance to $34.62.  Although this credit balance reflected on the account as a result of T-Mobile over crediting the account, on September 9, 2017, a refund in the form of a prepaid card in the amount of $34.62 was approved and mailed to Mr. [redacted].  Mr. [redacted] should allow seven to ten business days for the refund to be delivered.  Mr. [redacted]’s account remains canceled and it reflects a zero balance.  T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience to him.   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.   Maggie R[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 26, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. We regret any coverage issues Ms. [redacted] has experienced. As mentioned in our letter dated October 26, 2016, to your office, 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 this is stated in T-Mobile’s Terms and Conditions of service which are accepted at the time of activation. A copy of the Terms and Conditions can be viewed at www.T-Mobile.com. Ms. [redacted] mentions in correspondence to your office that someone explained to her that they live close to her area but are not experiencing issues however in review of Ms. [redacted]’s coverage area; three of the towers that directly service her home address on file are undergoing modernization. In order to amicably resolve the matter on October 24, 2016, T-Mobile sent a signal booster to Ms. [redacted]’s home address on file to help with her indoor coverage. Our records reflect that the signal booster has been shipped and tracking number [redacted] shows expected delivery of November 4, 2016. Additionally, on November 1, 2016, T-Mobile contacted Ms. [redacted] to address her concerns about her handsets not working properly and sent her a Samsung Galaxy S7 as replacement at no charge to which she accepted. Our records show that tracking number [redacted] shows that the Samsung Galaxy S7 was delivered on November 3, 2016. 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

May 15, 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 May 5, 2017, regarding the above-referenced account. Please be advised that upon speaking with Mr. [redacted] on April 24, 2017, T-Mobile confirmed that [redacted] and [redacted] is the person.
T-Mobile regrets any further concerns Mr. [redacted] experienced in regards to his iPhone 6 Plus device. As mentioned in our correspondence dated May 2, 2017, T-Mobile records reflect that Mr. [redacted] purchased an iPhone 6 Plus handset with our Equipment Installment Plan (“EIP”) on June 27, 2015. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program.
If Mr. [redacted] continues to experience any difficulties with his device, we ask that he contact Customer Care and provide details of the problem. If it is determined that a warranty exchange is needed, Mr. [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and model. Should Mr. [redacted] wish to obtain a new handset, or different make or model handset, he remains free to purchase the handset of his choice. T-Mobile respectfully declines to provide Mr. [redacted] with a new handset. If Mr. [redacted] is not satisfied with T-Mobile's Limited Warranty policies, he is under no obligation to participate in the program. Alternately, Mr. [redacted] remains free to contact his handset manufacturer directly. 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.
Juan B[redacted]
Executive Response