T-Mobile Usa Inc

March 27, 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 15, 2017 regarding the above-referenced account.
We regret any inconvenience to Ms. [redacted] regarding her concerns with her account balances and we appreciate the opportunity to address those concerns. T-Mobile records indicate Ms. [redacted] currently has five active lines of service and is enrolled in our Simple Choice Family Match Unlimited Talk, Text and 6GB of Data rate plan at $80.00 per month for the first two lines and $20.00 per month for each additional line of service for a total of $140.00 plus applicable taxes and fees.
Ms. [redacted] also has the optional Unlimited Data features priced at $45.00 per month each for the mobile numbers ending in [redacted] and [redacted]. Additionally, the mobile numbers ending in [redacted] and [redacted] have the optional JUMP! 2.0 features priced at $12.00 per month each. Along with the rate plan and additional features, Ms. [redacted]’s monthly recurring charges are $299.00 plus applicable taxes and fees.
Furthermore, Ms. [redacted] also took advantage of our Equipment Installment Plan (“EIP”) for several devices and accessories which are billed as follows:
• LG K7 handset: $6.25 per month
• LG Leon handset: $14.32 per month
• 2 Apple iPhone 6 Gold 16GB handset: $27.08 per month each
• Samsung Galaxy S 6 Edge Black handset: $17.50 per month
• Samsung Galaxy S 6 Edge Black handset: $15.17 per month
• iPhone 6 Plus Tech 21 Impact Check Smoke case: $1.45 per month
• 2 iPhone 6 T21 Impact Check Clear case: $1.45 per month each.
Along with Ms. [redacted]’s monthly recurring charges and he EIP charges, Ms. [redacted]’s approximate monthly charges come to $410.75. After further review, T-Mobile has determined that the reason Ms. [redacted] balance have been higher than expected is due to service interruptions which lead to late fees as well as $20.00 reconnection fees per line.
More specifically, on January 17, 2017 Ms. [redacted]’s services were suspended for non-payment due to a returned payment of $290.46 that had originally posted on Ms. [redacted]’s account on December 29, 2016. The payment was returned to T-Mobile for insufficient funds which also generated a returned payment fee of $15.00. On January 18, 2017 T-Mobile restored Ms. [redacted]’s service after she agreed to a new payment arrangement to bring her account current. Regrettably, on January 24, 2017 Ms. [redacted]’s services were suspended again for non-payment the payment arrangement that previously restored her account was not completed as agreed.
We continued to work Ms. [redacted] and on January 25, 2017 we restored her service upon agreeing to a new payment arrangement to pay $212.10 on February 8, 2017 and $212.10 on February 22, 2017. However, on January 26, 2017 T-Mobile received a complaint through your office with file number [redacted] regarding concerns with reconnection fees on her account. As such, on January 30, 2017, T-Mobile applied credits totaling $109.75 to Ms. [redacted]’s account for the restore from suspension fees which were assessed to her January 2017 billing statement. As an additional courtesy, T-Mobile waived the 10 pending restore from suspension fees which were to be assessed to Ms. [redacted]’s February 2017 billing statement. The above credit reduced Ms. [redacted]’s outstanding balance to $299.45 at the time.
Nonetheless, in an effort to resolve Ms. [redacted]’s concerns, on March 27, 2017 T-Mobile applied a courtesy credit of $200.00 to her account leaving a revised past due balance of $312.51. Our records confirm Ms. [redacted] has an active payment arrangement to pay $200.00 on April 10, 2017 and $429.30 on April 21, 2017 and her account remains active.
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.
Sal O[redacted]
Executive Response

September 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 3, 2015, regarding the above-referenced account. Please be advised that T-Mobile takes customer’s security very seriously, after verification our records confirm that Ms. [redacted] in an authorized user on the above-referenced business account. T-Mobile regrets to hear that Ms. [redacted] experienced concerns with her coverage and handset while she was a customer with T-Mobile. Our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. T-Mobile records confirm that on November 10, 2012, Ms. [redacted] activated a business account with the mobile numbers ending in [redacted] and [redacted]. We have carefully reviewed Ms. [redacted] usage and found that during her billing cycle running from April 7, 2015 through June 24, 2015, the account used an average of 726 minutes,1,296 messages, and 1,383 megabytes of data. It is T-Mobile’s position that Ms. [redacted] was able to utilize her service. Our records indicate that on January 4, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Light Brown handset for a total of $240.00. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Ms. [redacted] personal credit history at the time of Ms. [redacted] purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $10.00 per month. On June 24, 2015, Ms. [redacted] canceled her mobile numbers ending in [redacted] and [redacted], when she transferred her mobile numbers to another service provider. Ms. [redacted] final balance is $352.97, which consists of her monthly access charges from May 7, 2015 through June 24, 2015, monthly EIPs, final EIP balance of $70.00, and applicable taxes. It is T-Mobile’s position that the charges are valid and owed. However, in an effort to amicably resolve this matter, on September 8, 2015, T-Mobile offered Ms. [redacted] the option to return her Samsung Galaxy Light to my attention in like-new condition and in exchange T-Mobile agrees to credit the final EIP and final monthly access charges. The handset can be mailed to me at the following address: T-Mobile USA, Inc. Attn: Leah T[redacted] c/o Executive Response P.O. Box [redacted] Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, battery, charger and her account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than October 8, 2015. Should Ms. [redacted] fail to meet this date the offer shall be considered void and charges will be considered valid. 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

Complaint: [redacted]
I am rejecting this response because: this was the most economic option provided to me. To be honest I was still confused after speaking to the young lady about the billing of services, but nonetheless the option she provided me was the most cost efficient road that I could take. I wasn't expecting this outcome; and what about my credit? Is anyone going to provide me with a courtesy credit for the time spent figuring all of this out? I purchased anew phone from T-Mobile that I'm responsible before based on some of the billing choices I made.
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 not satisfactory to me. This was 2 years ago and as you can see on my attached document, this has gone into collections. I appreciate T-Mobiles offer of $350.00, but this bill has collected interest, which increases the amount due. If this was taken care of from the beginning, there would be any additional charge, therefore I feel T-Mobile should pay the total amount due.
Sincerely, [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

July 21, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 20, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
 
T-Mobile again regrets that our service did not meet Mr. [redacted]’s needs at his new address and that he has chosen another service provider.  Additionally, we regret that Mr. [redacted] has additional billing concerns.
 
Please note that if a customer has an open Equipment Installment Plan (“EIP”) or an open JUMP! On Demand (“JOD”) lease and the account is canceled, any remaining open EIP or JOD balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the agreement provided at the time of the transaction.  T-Mobile records indicate that Mr. [redacted] agreed to an EIP on June 24, 2014 with the purchase of a Galaxy S5, on December 11, 2014 with the purchase of a Galaxy Avant, on July 6, 2015 with the purchase of a Sony Xperia Z1 and on August 27, 2015 with the purchase of an Alcatel One Touch Pixi 7.  T-Mobile records further indicate that Mr. [redacted] agreed to a JOD lease on August 29, 2015 with the lease of an LG G4, on January 8, 2016 with the lease of an LG V10 and on February 2, 2016 with the lease of a Samsung Galaxy Grand Prime and a Samsung Galaxy Note 5.  When the account was canceled on May 3, 2016 the remaining EIP and JOD balances were accelerated and posted to the final billing statement dated May 24, 2015. 
 
However, as shared in our correspondence to your office on July 14, 2016, as a gesture of goodwill, T-Mobile allowed Mr. [redacted] to return his equipment to our office, though outside of the return period, and we adjusted the remaining balance due on these devices as well as his final service charges leaving him with a zero balance.  As such, it is T-Mobile’s position that no additional credit is due.
 
However, in an effort to amicably resolve the matter, T-Mobile has issued a refund to Mr. [redacted] for the payments made on any equipment leased in 2016 totaling $212.80. Mr. [redacted] will receive his refund as a prepaid MasterCard issued by Citibank and should expect to receive his card within seven to ten days.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I didn't accept the prior device because when I went to pick up said device it was not at the store that was indicated to me to get it from then a couple day later I got a message saying it was sent back and now that I have complained again the representative sent it to the original store that I had complained about and told her I want going back to that store.  Yes I have used my warranty /insurance that I pay for who wouldn't if your car is broken you would get it fixed. Also just because I didn'tbuy a phone from them directly doesn't mean I haven't bought phones there are numerous places I can or could have bought tmobile phones, ( best buy, walmart, kmart, target, independently owned) glad is is the kind of service to expect when you have been a customer for over 10 years. "Too bad buy a new phone since you haven't since 2011"
Sincerely,
[redacted]

March 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 13, 20174, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding her efforts to take advantage of our promotional Apple iPhone offer. Between September 9, 2016, and September 25, 2016, we offered our 2016 iPhone 7 Trade-Up promotion wherein eligible customers could purchase a new iPhone 7 32GB, finance the device through the Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier to receive monthly EIP bill credits and a trade in credit to reduce the total cost of the new iPhone 7.
T-Mobile records indicate Ms. [redacted] traded in an Apple iPhone 6 in gold which was received and processed on November 18, 2016. Unfortunately Ms. [redacted]’s Apple iPhone 6 in grey was processed and was found to have the FMIP feature still active. As such, Ms. [redacted]’s mobile number ending in [redacted] would not qualify for the 2016 Apple iPhone 7 Trade-Up offer as this is a requirement of the promotion.
Furthermore T-Mobile’s review found that Ms. [redacted]’s mobile number ending in [redacted] was not initially identified as a qualifying line for the promotional bill credits as part of the 2016 Apple iPhone 7 Trade-Up offer.
In an effort to resolve Ms. [redacted]’s concerns, T-Mobile ended the EIP loan for one of the iPhone 7 devices, which created a charge of $650.00 on Ms. [redacted]’s account, which we advised would be adjusted from her account prior to being billed. However due to an inadvertent error, T-Mobile did not initially apply a credit to offset Ms. [redacted]’s prepayment charge of $650.00.
In an effort to amicably resolve this matter, T-Mobile closed Ms. [redacted]’s two EIP’s for her two Apple iPhone 7 Plus handsets. Furthermore, T-Mobile has applied a total adjustment $1,342.27 towards Ms. [redacted]’s EIP loans for her two Apple iPhone 7 Plus handsets. Ms. [redacted]’s out pocket cost totals $197.71 for her two handsets. As such, Ms. [redacted]’s out of pocket cost is less than the promotional offer provided. Ms. [redacted] presently has a credit balance of $113.82 which will be applied to her next bill due on April 11, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care team.
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

The business has contacted me and we have reached a resolution.  They will pay the amount asked for thank you very much for your help.

July 28, 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 July 21, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her coverage concerns. Per our conversation with Ms. [redacted] on July 26, 2016, she is having issues with a prepaid calling card she purchased for international long distance calls. We regret to hear that she is having issues with her coverage that has also affected her ability to make international long distance calls. In an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment in the amount of $80.00 to Ms. [redacted]’s T-Mobile account. Ms. [redacted]’s updated balance is $149.08 which includes her bill statement date July 23, 2016 for her monthly recurring charges from June 23, 2016 thru July 22, 2016. T-Mobile does 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. Martin G[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want to make note in reference to their last response where it says whenever a "customer selects" JUMP feature a letter is automatically sent out, I THE CUSTOMER DID NOT select this feature. This feature was selected by a TMOBILE EMPLOYEE WITHOUT MY AUTHORIZATION. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: t-Mobile said they sent a one time pin to my correct address. After 1 week of saying this I reached out again to see why the one time pin was not yet received and they said I have to wait 30 days for my address to be updated on their side. So I was promised again for my issue to be resolved using One time pin sent by mail but am stuck again unable to use my T-Mobile SIM card.I have also sent my photo ID and SSN to Mr.Chris L[redacted] but still I have no feedback.  I still cant access my bank accounts and many other important business tools because they are all connected to my t-mobile SIM card for account verification, please help me get this issue resolved asap  
Sincerely,
[redacted]

August 31, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2015, regarding the above-referenced account. As is widely known, in 2014 T-Mobile again disrupted the wireless industry and announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. Contract freedom is a promotion whereby T-Mobile reimburses consumers’ early termination fees up to $350.00 per line and provides account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. There are several eligibility requirements that must be met in order to qualify for the reimbursement. Consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device at full retail price up front or financing it through our Equipment Installment Plan (EIP). Assuming the requirements are met, customers then submit a reimbursement form along with a copy of the final billing statement from their prior carrier at www.switch2t-mobile.com. This submission must be made within two (2) months of activation and approval and payment may take up to either (8) weeks. To be eligible for reimbursement, the T-Mobile account must remain in good standing and finally, because this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Our records confirm that [redacted] activated the above-referenced account on May 5, 2015, with four lines of service, three of which were ported from another provider. Please note that T-Mobile provides 60 days for customers to submit a copy of the itemized final billing statement from their previous provider to http://www.switch2T-Mobile.com. [redacted] submitted a copy of his billing statement from his previous provider on June 1, 2015. Regrettably, only the qualifying charges for the line of service ending in [redacted] were visible. As such, [redacted]s reimbursement request for the line ending in [redacted] was approved in the amount of $130.32, while the remaining lines were declined. [redacted] resubmitted the required documents on July 24, 2015. Regrettably, the documents did not include the full required information, and as such, [redacted]s reimbursement was declined once again. In an effort to amicably resolve [redacted]s concerns, T-Mobile offers to allow [redacted] to send a copy of his final billing statement from his previous provider, showing the itemized early termination fees for the lines of service ending in [redacted] and 3310, to our office outside of the provided 60 day timeframe. Upon receipt and review of the requested documents, a refund will be issued to [redacted] for the total qualified charges. T-Mobile requests that [redacted] provide these documents no later than September 15, 2015 and can be sent via fax at [redacted] or via U.S. Mail at T-Mobile USA, Inc., P.O. Box [redacted], Albuquerque, NM 87176. T-Mobile regrets any inconvenience [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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

October 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 20, 2016, regarding the above-referenced account. T-Mobile regrets any additional refund concerns Ms. [redacted] has experienced. Please note that T-Mobile has not received the necessary documents from Ms. [redacted] in order to investigate the unauthorized charge of $133.08. However, on October 26, 2016, as a gesture of goodwill, T-Mobile issued a refund in the amount of $133.08 in the form of a prepaid refund card to Ms. [redacted]’s billing address. Please allow seven to ten business days for the refund card to arrive. If Ms. [redacted] has not received her refund card after ten business days, she will have to contact Citibank at 877-855-7201. Ms. [redacted]’s account remains closed with a zero balance. Should Ms. [redacted] wish to activate new service or place a new order for equipment, she may visit her local T-Mobile retail store, visit www.T-Mobile.com, or by contacting our Telesales at 800-T-Mobile. 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. William B[redacted] Executive Response

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

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 17, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that since [redacted] is not listed as an authorized user of the account we have spoken with the account holder. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding his Carrier Freedom reimbursement. Please note that T-Mobile’s Carrier Freedom reimbursement program is reimbursing new customers for their early termination fees and device cost charges when they make the switch to T-Mobile. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees and device leases billed by their prior carrier in order to avoid collection activity. Please be advised that the Carrier Freedom reimbursement program does not pay the previous carrier directly, but is intended to be a reimbursement of the device cost or early termination fees (ETF) up to $650.00 per line that meet the program eligibility. Our records confirm that on August 23, 2015, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand AMPed (“JOD”) promotion with the lease of an Apple iPhone 6 Plus handset. Please note that JOD is a leasing, not purchasing option, and under this program for AMPed promotional customers, since JOD AMPed customers receive a higher monthly discount, they are not eligible to receive the benefits of device cost reimbursement under Carrier Freedom. However, our records confirm that Mr. [redacted] did receive at activation the trade-in credit of $135.00 for his Apple iPhone 6 handset. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has offered to place a bill credit in the amount of the $150.00, which shall apply to the next billing statement. It is important to note that Mr. [redacted] has declined our offer. However, should Mr. [redacted] elect to reconsider, he has until October 24, 2015, to reach out to me via email to [redacted]@T-mobile.com Attn: Ruben A[redacted] or at the number provided below. Please note that Mr. [redacted]’s account remains active with balance of $226.15. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

August 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 August 14, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] at the number and e-mail address provided in her correspondence to your office which have proven unsuccessful.  As such, we will make every effort to address her concerns within this letter.   T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding a handset return.  As detailed in our letter to your office dated May 24, 2017, with regard to your file number [redacted], T-Mobile issued a credit in the amount of $849.73 on the same day for the non-return fee assessed for the Apple iPhone 6S handset that T-Mobile did not receive, as part of our Warranty Exchange program.  Please note that the tracking information Ms. [redacted] provided in her most recent correspondence to your office was associated with an Apple iPhone 6S handset associated with a previous Warranty Exchange order.    T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process an additional time on March 13, 2017, for mobile number ending 1579 with the Apple iPhone 6S handset, and agreed to the terms of the exchange including an Out-Of-Warranty (“OOW”) fee of up to $600.00.    Regretfully, upon T-Mobile’s receipt of the non-working Apple iPhone 6S handset on April 19, 2017, it was determined the handset had sustained physical damage.  As such, an OOW fee of $278.07 plus applicable taxes was billed to the account.    T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter.  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.   Ronnie A[redacted] Executive Response

March 1, 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 February 22, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] received a higher than expected billing statement. T-Mobile records indicate that on July 5, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S5, iPhone 5S, and additional accessories. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records confirm on December 24, 2015, Ms. [redacted] made a payment to her account in the amount of $251.89 which covered monthly access charges and EIP payment for the billing period of December 3, 2015, through January 2, 2016. T-Mobile records confirm that Ms. [redacted] canceled her account on January 16, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’ billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through February 2, 2016. On February 29, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $82.32 for the pro-rated charges incurred from January 16, 2016, through February 2, 2016. Ms. [redacted]’ has a remaining balance of $891.62 which consists of her remaining EIP balances and monthly access charges from January 3, 2016, through January 16, 2016. 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. William B[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]
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 regrets any inconvenience to Mr. [redacted] regarding his account. T-Mobile records reflect that Mr. [redacted] had a balance of $90.99 due on April 21, 2017. Please be advised that on April 11, 2017, a payment of $989.49 posted to Mr. [redacted]’s account. It is important to note that although T-Mobile’s Customer Care has the ability to submit a refund request for a customer; a refund request must meet all eligibility requirements prior to approval. We apologize for any inconvenience the delay in processing may have caused Mr. [redacted].
Review of Mr. [redacted]’s account confirms that on April 25, 2017, T-Mobile refunded the amount of $900.00 to Mr. [redacted]’s bank account.
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

Complaint: [redacted]I am rejecting this response because:
I am happy with the resolution, except one thing left about the CREDIT of one phone (buy one get one free), waiting for a credit of $750.00 . please let me know when we are suppose to get the credit of 2nd phone set.
Thank youSincerely,[redacted] [redacted]

Complaint: [redacted]
 
Victoria C[redacted] Revdex.com Resolutions Consultant,
 
The claim from Mr. [redacted], " We have made several attempts to contact Mr. [redacted], which have proven unsuccessful."
This is absurd.  
Mr. [redacted] has only sent me an E-mail on 11-18-16 , Friday at 8:01pm asking me, "for an opportunity to discuss my concerns".  He asked for a contact time to schedule a "follow up".  I sent him this information on Saturday, 11-19-16 at 1:22am No such "Follow up" has happened. 
      On Tuesday, 11-22-16 at 2:03am,  I sent Mr. [redacted] a 2nd E-mail telling him AGAIN my contact time. This time my available time was Mon. 11-21-16 thru Friday 11-26-16 form 7:00am to 10:00pm.
     On Tuesday, 11-26-16 at 2:40pm I called Mr. [redacted] at the phone and ext. #s that he provided, and I left a message.  7 minutes later, sent Mr. [redacted] a 3rd E-mail. 
     I have yet to receive any kind of response from Mr. [redacted].  So this claim that I they have made "several attempts to contact me and that they have been unsuccessful"  is totally absurd.  I need help.  I see that with T-Mobile it is just as complicated to deal with executives as it is to deal with customer service representatives.  I am really looking into another phone service provider duet to all this fiasco.  I will attach a copy and forward all the E-mails that I have sent to Mr. P[redacted].

Complaint: [redacted]
I am rejecting this response because: I am still awaiting for the proposed solution, which is the new iPhone, to be delivered. I won't be able to accept and close this case until I received the phone and test its reception signal. I am just notified by UPS that it will be delivered on 8/8.
Sincerely,
[redacted]