T-Mobile Usa Inc

April 7, 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 March 31, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. We apologize that Mr. [redacted] was not able to find a resolution to his concern by contacting T-Mobile Customer Care. We strive to provide complete and accurate information with every interaction. T-Mobile records show that as of January 24, 2016, the above account is subscribed to a Business Family Match unlimited 4 line promotional rate plan for $150.00 a month on the first four lines. This rate plan include mobile without borders, Simple Global and stateside international unlimited texting. T-Mobile currently offers a $15.00 Stateside International Talk w/mobile feature that can be added to a customer’s line, which provides discounted or free international calls to a variety of countries. On Mr. [redacted]’s billing statement dated March 24, 2016, he was assessed $117.21 including taxes for international calls to the Dominic Republic at a rate of $1.99 per minute. In review of the account services, we show that due to an inadvertent administrative error, the Stateside International Talk w/mobile feature was added on January 24, 2016, at an account level, however; this feature is not an account level feature. As such, it is not charging in the account or providing a discount for international calls to a stateside country. As T-Mobile is committed to ensuring that we fully resolve our customers’ concerns, on April 3, 2016, a credit was applied to Mr. [redacted]’s account in the amount of $117.21 for the full amount of the international calls. 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. Carla S[redacted] Executive Response

June 14, 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 June 9, 2016 regarding the above-referenced account.  Please be advised that T-Mobile records reflect that the account holder of record is [redacted] and that we have confirmed that [redacted] and [redacted] are the same person.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
We regret to hear of Ms. [redacted]’s concerns regarding the device that she purchased from a third party.  T-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated.  A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks.  T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. 
 
We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its history.  This is the case with the device referenced in Ms. [redacted]’s correspondence.  At the time Ms. [redacted] inquired on the device it would have been eligible for activation although the device has since been blocked for non-payment.  As such, T-Mobile would consider the dispute to be between Ms. [redacted] and the party she purchased the device from.
 
However, as Ms. [redacted] is a valued and tenured customer with T-Mobile, in an effort to amicably resolve the matter, T-Mobile has unblocked the device for Ms. [redacted] as a one-time courtesy.  Furthermore, we ensured the device was working properly after being unblocked.  We regret any inconvenience Ms. [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

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 was contacted by the executive office and we were able to resolve the problem and I am still a customer of T-Mobile.
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: To whom it may concern First of all in this matter my payment arrangement was not properly processed. T mobile dropped the ball by failing to process my payment arrangement correctly.  on June 15th the payment of $122.22 was to be automatically debited out of my account which is the only payment method I use with t mobile. However on the 18th Thursday morning around 7 am I went to use my service and it was suspended due to t mobile error. Following that day I spoke with several supervisors including the executive office mangers On Friday June 19th when I noticed my account was debited twice. After getting the run around for almost two weeks I finally spoke with Mr.Emillo S[redacted] on Monday and he stated that t mobile had sent out and automatic refund of $155.21 to my banking account which then I let Mr.Emillo S[redacted] know I changed my banking account information and he said to contact my bank to see if they can still submit the payment refund to my old account since it has not been closed out for 30 days and to give him a call back and let him know further information and if they could not then he would apply the 155.21 credit to a prepaid master card and I said yes that was fine. Prior to speaking to bank on July 5th there was never a refund submitted to my account. From there I contacted  Mr. Emillo S[redacted] on July 6th and I never heard anything from him so he lied about everything and still again I am getting the run around as of July 10,2015. I would like settle this matter by getting my full refund and moving on with this situation as soon as possible.Sincerely,[redacted]

April 7, 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 a letter dated March 29, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account.
T-Mobile regrets hearing of Ms. [redacted] concerns with her T-Mobile account and balance. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
A review of the account confirms that Ms. [redacted]’ account was subscribed to the optional Family Allowances feature for $5.00 per month for the periods from November 14, 2014, through February 7, 2017. It is important to note that customers are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge.
Nevertheless, as a courtesy to Ms. [redacted], on February 7, 2017, T-Mobile issued a total of $46.21 towards the disputes charges and then on February 26, 2017, T-Mobile issued an additional bill credit in the amount of $174.00 for a total of $220.21 equivalent to an approximate 44 months’ worth of the service even though only 28 months were in dispute.
Further review confirms that Ms. [redacted]' billing statement dated January 20, 2017, reflected new charges in the amount of $139.86 due by February 12, 2017. Records confirm that on February 7, 2017, T-Mobile issued credits totaling $46.21 for the disputed Family Allowances feature Ms. [redacted] mentioned in her correspondence to your office, updating the account balance to $93.65. Please note that no payment was made towards the outstanding $93.65 balance.
Ms. [redacted]' following billing statement dated February 20, 2017, reflected a balance in the amount of $337.49 due by March 12, 2017, from which $93.65 was past due and new charges in the amount of $243.84. Please note that on February 26, 2017, T-Mobile issued a onetime bill credit in the amount of $174.00 which updated the account balance to $163.49.
Further review confirms that on March 1, 2017, Ms. [redacted] made a onetime payment in the amount of $3.19 which updated the account balance $160.30.
Ms. [redacted]' most recent billing statement dated March 30, 2017, reflected a balance in the amount of $258.87 from which $160.30 is past due and new charges in the amount of $98.57. It is T-Mobile's position that Ms. [redacted] has been billed correctly and we respectfully decline her request for bill credits.
Our records confirm that on April 6, 2017, Ms. [redacted] contacted Customer Care and pursuant to her request, a payment arrangement was set up wherein she scheduled a future dated payment to be made on April 14, 2017, in the amount of $51.77, and a future dated payment to be made on April 28, 2017, in the amount of $207.10. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience she 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.
Maggie R[redacted]
Executive Response

The reason I submitted this complaint is because t-mobile refused to send me a phone working phone under the one year warranty. Why am I going to call the same number that refused me a replacement phone in the first place? Also if you clearly read my past message I have stated that everytime I try to contact you that your people are unable to hear me. I will not pay any warranty for a defective phone you have sold me. I should not have to, your company sold me the defective device. Also I still want to be credited the 4 months of lease payments I made on this phone single I have not been able to use it correcty. Also I would like to speak to someone else who will actually take this complaint more seriously because I have had my wife( the main account holder) call you personally 4 times and left a message with you 4 times on how to contact me. Either you did not listen to a single message or you ignored them, either way very unprofessional, because I did not receive one message from you on the way I've asked you to contact me. Complaint: [redacted]
I am rejecting this response because:
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]

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

is in receipt of your correspondence dated March 4, 2016, regarding the above-referenced account. T-Mobile is pleased notify your office that we have resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has had regarding her recent rate plan change and the subsequent billing of her T-Mobile account. Our records confirm that on January 11, 2016, Ms. [redacted] contacted T-Mobile’s Customer Care team to request a rate plan change, and was provided with our now-grandfathered Select Choice rate plan which includes unlimited talk and text for $30.00 per month, reducing Ms. [redacted] monthly cost by $20.00, from the $50.00 that she was previously paying for the same features. In addition, Ms. [redacted] chose to retain her current unlimited data feature for $20.00 per month. In all, Ms. [redacted] would be paying $50.00 per month plus applicable taxes for unlimited talk, text and data. The requested rate plan change was set to take effect at the start of her next billing cycle, on February 7, 2016 and would reflect on the billing statement dated March 6, 2016. That same day, Ms. [redacted] also opted to take advantage of our JUMP! On Demand lease program with the purchase of an iPhone 6S 64 GB handset. In accordance with this program, Ms. [redacted] was asked to make a capital cost reduction payment in the amount of $99.99 with the remaining lease balance divided into 18 monthly installments of $26.00 per month. If Ms. [redacted] opts to keep the device after the 18-month lease has expired, she can do so by paying the remaining balance owed for the full cost of the device, or the purchase option [redacted], in the amount of $182.00. It should be noted that Ms. [redacted] account is billed in arrears, and is on a billing cycle which starts on the 7th of one month and closes on the 6th of the following month. As such when her billing statement generated on February 7, 2016, it was for services for the period covering January 7, 2016 through February 6, 2016. This billing statement totaled $118.35, and reflected Ms. [redacted] old rate plan of $70.00 per month plus taxes. This billing statement also included her new lease installment payment. T-Mobile records confirm that this bill was paid in full on March 8, 2016. On March 7, 2016, Ms. [redacted] next billing statement generated for services covering the timeframe of February 7, 2016 through March 6, 2016. This statement totaled $96.96 and accurately reflected Ms. [redacted] new rate plan. Upon contacting Ms. [redacted] regarding this matter, T-Mobile provided an explanation as to the timing of the requested rate plan change and the subsequent impact to the billing of her account. Although it is T-Mobile’s position that the account was billed properly, in an effort to amicably resolve this matter, T-Mobile issued a credit of $96.96 to Ms. [redacted] account, bringing it to a revised zero balance. Ms. [redacted] accepted this offer as resolution in full to her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care 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. Kayla J[redacted] Executive Response

May 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 May 18, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] regarding his return. According to our records on March 15, 2017, Mr. [redacted] purchased a ZTE SyncUp Drive device for $48.00 plus tax, a total of $51.84. Sadly, on March 21, 2017, Mr. [redacted] requested for a return label to be provided to return the device back to T-Mobile.   On March 30, 2017, T-Mobile received the ZTE SyncUp Drive device but due to an inadvertent error, Mr. [redacted] was not immediately issued a refund. We apologize for the inconveniences this has caused.   Nevertheless on May 22, 2017, T-Mobile issued a refund in the amount of $51.48 to Mr. [redacted]’s credit card which should be deposited in his account within three business days. Please note that T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter addressed to his satisfaction.   Again, we apologize for the delay in his refund and appreciate his continued 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.   Christina S[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.  It should however be noted that even though my number was ported, neither of the two SIM cards, purchased from T-Mobile, we're ever activated. Thank you T-Mobile for resolving this issue.
Sincerely,
[redacted]

May 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 May 15, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted] concerns have been resolved to her satisfaction. T-Mobile records confirm that indicate that Ms. [redacted] has been subscribed to Jump! 2.0, a feature that provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), as well as Mobile Security with Lookout security, as of January 12, 2015. Please note that on December 8, 2016, Ms. [redacted] qualified for and took advantage of our Jump! on Demand (“JoD”) with the lease of an Apple iPhone 6s Plus 64GB’s handset in rose gold. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on March 31, 2016. With regard to Ms. [redacted] handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. It is important to note that a warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. As a result of the inspection, Ms. [redacted] was billed $305.97 plus applicable taxes, for an out of warranty fee in accordance with the terms agreed to at the time of order. Additionally, upon receipt of the device at our warehouse a picture reflecting the damage to the device was taken. As Ms. [redacted] indicated in her letter to your office on May 4, 2016, per her request she was provided with this picture confirming the damage done to the LCD screen. It is T-Mobile’s position that the fee is valid and owed. Regrettably, no picture was taken of the box that the handset was received in by UPS and as such we are unable to accommodate Ms. [redacted] request for a picture of the box. Nevertheless, in an effort to amicably resolve Ms. [redacted] concerns, on May 19, 2016, T-Mobile issued a one-time credit in the amount of $252.39 to her account, resulting in a remaining balance of $299.81. T-Mobile records confirm that on May 19, 2016, Ms. [redacted] remitted two payments totaling $299.81 which left her with an account balance of $0.00. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care. 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. Shannon R[redacted] Executive Response

February 7, 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 29, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his monthly billing statements and a device trade-in offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. T-Mobile records indicate on November 1, 2016, Mr. [redacted] activated his T-Mobile account and subscribes to our Simple Choice Family Match Unlimited Talk, Text, and 6GB Data family rate plan for $120.00 per month for four lines of service. Upon activation, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG V10 devices and an LG K10 device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. At the time of purchase, Mr. [redacted] was not asked to make a down payment. Rather, Mr. [redacted] was only required to pay the taxes on the full retail price of the devices and agree to a series of 24-monthly installments of $48.98. On November 3, 2016, Mr. [redacted] entered into an EIP agreement for an LG G5 device. At the time of purchase, Mr. [redacted] paid a down payment in the amount of $100.00 and paid the taxes on the full retail price, and agreed to a series of 24-monthly installments of $16.67. Please be advised, at the time Mr. [redacted] purchased his LG G5 device, T-Mobile was running a promotion that offered customers this device for free or at a substantial discount. Customers are billed the monthly installment charges and receive a promotional monthly bill credit to either make the device free or at a substantial discount. Please note it can take one to two billing cycles for the credit to appear. On November 16, 2016, Mr. [redacted] entered into an EIP agreement for a FitBit charger. At the time of purchase, Mr. [redacted] was not asked to make a down payment. Rather, Mr. [redacted] was only required to pay the taxes on the full retail price of the accessory and agree to a series of 24-monthly installments of $2.71. In regards to Mr. [redacted]’s concerns regarding his Droid Turbo Max device; please note customers who trade-in their devices from their previous carrier upon activation may qualify for a reimbursement. At the time of activation, a trade-in amount is offered, and if accepted, customers mail their devices to T-Mobile, and upon inspection, the trade-in offer amount is applied to a prepaid refund card that is mailed to the customer. Should T-Mobile find any damage or should the device be received non-working, the trade-in offer does not apply. When T-Mobile received Mr. [redacted]’s Droid Turbo Max device, regrettably it was found to be non-working and T-Mobile did not provide a reimbursement to Mr. [redacted]. Upon speaking with Mr. [redacted] on February 2, 2017, T-Mobile advised his LG G5 qualified for the above-referenced promotion and this EIP is receiving a promotional monthly bill credit in the amount of $12.50. In an effort to amicably resolve this matter, T-Mobile ended the EIP for Mr. [redacted]’s LG K10 device and his FitBit charger and Mr. [redacted] will no longer see the monthly installments appear on his monthly billing statements. Mr. [redacted]’s monthly access charges and monthly equipment charges are estimated to be in the amount of $180.00 per month. Additionally, T-Mobile offered Mr. [redacted] a credit in the amount of $130.00 for the Droid Turbo Max device. Mr. [redacted] indicated this resolves his concerns to his satisfaction. The adjustment leaves a credit balance in the amount of $130.00 that will be applied to future billing statements. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response

June 13, 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 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered in regards to her account. Between August 14, 2015, and September 9, 2015, T-Mobile offered new and existing customers who purchased an Alcatel Pixi 7 tablet on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) plan providing 1GB or more of high speed data is required for the term of the EIP.
T-Mobile records indicate that Ms. [redacted] met all of the requirements for the Alcatel Pixi 7 On Us offer when she activated the MI line ending in [redacted] and purchased an Alcatel Pixi 7 tablet on an EIP. However, due to an inadvertent error, T-Mobile records confirm that the promotional bill credits were not applied to the account. Nevertheless, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $147.00 towards the account for the missing promotional bill credits and waived the remaining EIP balance of the Alcatel Pixi 7 tablet. The credit reduced the account balance to a $6.25 balance. Additionally, at Ms. [redacted]’s request, T-Mobile canceled the MI line ending in [redacted].
Furthermore, we regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices. Naturally, several requirements must be met in order to be approved for this offer.
Regretfully, T-Mobile was not able to locate Ms. [redacted]’s Carrier Freedom submission. As such, it is T-Mobile’s position that Ms. [redacted] does not meet the requirements for reimbursement. Nevertheless, in an effort to amicably resolve this matter, T-Mobile has agreed to honor the full terms of the Carrier Freedom offer. Ms. [redacted] will need to provide an unaltered copy of the final billing statement reflecting the early termination fees or equipment installment charges incurred with her previous carrier to Abigail.[redacted][email protected] within 30 days of this letter. 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

Complaint: [redacted]
I am rejecting this response because:  I left a voice message for this person from the president's office (Chris) on February 9th telling him that I would be out of town until Tuesday 2/13 and I would call him to discuss the matter when I got back. Upon my return on Tuesday 2/13, I have made 3-4 calls and have had to leave voicemails, none of which have been returned.  The only reason we switched mobile providers was that we were guaranteed that we would pay $80 a month for both lines by the in-store rep.  On December 8th, I received a text message from T-Mobile stating that my lines did not qualify for the promotion. I called and was told this was the case, and when I asked how long I had to return the phones and get out of the contract, I was told I had to come that day.  I didn't receive the text until I was already at work, and by the time I got off work and to a T-Mobile store, it was nearly 7:30 pm. I was told that I could not get my original phones back that I had turned in, and that if I wanted to cancel my contract, I would have to pay $100 per phone to cancel leaving me with no phones and no service.  This is not acceptable, it is deceptive practices, if I didn't qualify for the promotion, I should have been told right away, or at the very least the next day. Not two weeks later.  Since our phones had been destroyed, we had no other option but to increase service level to the one that qualified for the discount. To date, our bill has NOT been the $80 we had planned and budgeted for, nor has it been the $130 that was promised on December 8th.  It has been $160-$170 per month.  Not acceptable in any financial circumstance.  T-Mobile did the BAIT AND SWITCH on us and now they won't own up to it.  Chris left a message promising a resolution, but has not accepted my calls nor returned my calls since Tuesday.  To say that he tried to get a hold of me is only true in the sense that he called me one time and left a message.  I have been proactive to resolve this, and see no other choice but to escalate this matter.  I am attaching screenshots of the texts that I received from t-mobile regarding this, along with the dates.
Sincerely,
[redacted]

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 6, 2017, 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 her concerns within this letter.
We regret hearing of Ms. [redacted]’s concerns regarding her account . Our records indicate Ms. [redacted]’s account currently has two tablet devices on our Equipment Installment Plan (“EIP”). The LG G Pad which was purchased in store on July 22, 2016, and the Apple iPad Air 32 GB that was purchased December 6, 2016. Please be advised, we show no record of either device enrolling in our device protection program. Additionally, any device protection must be added to a line of service within 14 days of activation, exchange or upgrade of a handset.
On December 6, 2016, a call was placed to our Customer Care department inquiring whether or not the tablet device had a device protection plan on it. Ms. [redacted] was advised that there was no device protection on the Apple iPad Air 32 GB. At that time, there was no request to add the device protection to this device. Please note that T-Mobile allows our customer’s access to their personal account both online and through their device itself to ensure all necessary products and services that fit their needs are on their accounts.
As a one-time courtesy, we have applied a one-time courtesy credit to Ms. [redacted]’s account in the amount of $50.00 for her device protection concerns. Ms. [redacted]’s account now reflects a balance of $207.43, due September 25, 2017.
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.
Felicia P[redacted]
Executive Response

January 11, 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 2, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her new T-Mobile 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]’s contact with our retail location. T-Mobile records indicate in July 2015, Ms. [redacted]’s activated a T-Mobile Prepaid account and subscribed to our Simply Prepaid rate plan for $50.00 per month. On December 24, 2016, Ms. [redacted] visited a T-Mobile retail location and a new postpaid account was activated. Ms. [redacted]’s line was moved from the prepaid account to the postpaid account, deactivating her prepaid account. Upon activation, Ms. [redacted]’s postpaid account subscribed to our Simple Choice North America Unlimited Talk and Text rate plan for $50.00 per month. This rate plan included 2GB of high speed data at no additional cost. Please note all customers applying for new service with T-Mobile are required to have a credit check. In order to run a credit check, customers are required to provide valid government-issued photo ID including a social security number. T-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements. When Ms. [redacted] provided T-Mobile with the requested information, this authorized T-Mobile to run a check on her credit. T-Mobile respectfully declines to remove the inquiry from Ms. [redacted]’s credit report and regret any inconvenience on this matter. In an effort to amicably resolve this matter T-Mobile changed Ms. [redacted]’s rate plan to our Select Choice Unlimited Talk and Text rate plan for $20.00 per month for one line of service. This rate plan includes our Stateside International texting feature as well as our Simple Global calling feature. Additionally, T-Mobile offered Ms. [redacted] an unlimited data package for $30.00 per month making her monthly access charges the same as her previous prepaid account before taxes. Finally, T-Mobile adjusted Ms. [redacted]’s first monthly access charge in the amount of $57.02 for the inconvenience. This credit impacted the account balance and Ms. [redacted]’s account reflects a zero balance. Regrettably, T-Mobile is unable to reactivate Ms. [redacted]’s previous prepaid account rate plan. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response

June 22, 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 a letter dated June 9, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding T-Mobile’s AutoPay option and we appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on February 11, 2017, Mr. [redacted] elected to subscribe to the new T-Mobile ONE Taxes Included rate plan which for $155.00 provides three lines with unlimited talk, text, and data at up to 4G/LTE speeds depending on device capability.
Customers subscribed to the T-Mobile ONE Taxes Included rate plan and enrolled in AutoPay are eligible for a discount of $5.00 per line, for up to a maximum of eight lines. A review confirms that the account was enrolled in AutoPay on March 20, 2017, via our website at www.mytmobile.com. 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 payment method supplied by the customer.
T-Mobile records indicate that the AutoPay service was drafted the payment due for the April 2017 and May 2018 billing statements. Mr. [redacted] then contacted T-Mobile Customer Care on May 20, 2017, to update his checking account information on AutoPay from which his June 2017 billing statement was drafted in the amount of $236.23.
Regrettably, on June 7, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution that the newly provided checking account was closed. As such, the payment of $236.23 was charged back to Mr. [redacted]’s account resulting in a total balance due of $513.71, of which $236.23 was now considered past due. Further, our records indicate that on June 8, 2017, Mr. [redacted] updated his AutoPay information to a credit card ending in 2152 via our website and paid the past due balance in the amount of $236.23, resulting in an updated balance of $277.48 which is due on July 6, 2017.
It is T-Mobile’s position that the AutoPay feature is working properly on the account. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on June 14, 2017, T-Mobile issued a one-time credit in the amount of $50.00 resulting in an updated balance in the amount of $227.48, which is due on July 6, 2017, and will be drafted with AutoPay. 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.
Anthony M[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would add that the balance on my account was adjusted due to actions I took on my own via the customer support line.  I did respond to Mr Ruben's attempts to contact me.  I called his office and left voice messages and replied to an email asking him to contact me via phone.
I filed this complaint because of the incongruities with T-Mobiles customer support staff, in store, online and over the phone.  That issue remains even though the the balance on my account was adjusted to remove charges that were unwarranted.  In order for me to get that adjustment required hours of painful conversations to multiple customer service representatives.
Sincerely, [redacted]

March 15, 2018
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 5, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced while trying to pay off his device and unlocking his phone. T-Mobile records indicate that on October 24, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 7 at a full cost of $650.00. EIP is a payment option to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.
Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on December 31, 2017, we received a request for a Mobile Device Unlock for the iPhone 7 used on mobile number ending in 6716. However, at that time the device was not eligible for a Mobile Device Unlock as there was a balance owed on the EIP associated with the device in the amount of $486.53. Please note that two separate payments totaling the amount of $268.90 have been made to the device leaving an outstanding balance $217.63. On January 4, 2018, as a courtesy a credit of $200.00 was applied to the final balance of the device.
Upon speaking to Mr. [redacted] on March 8, 2018, he confirmed that his device has been unlocked and he has been advised that the credit balance after the final bill will be $151.37, and will be processed to his bank account within three to five business days. 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.
Dolly A[redacted]
Executive Response

February 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 February 12, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets Mr. [redacted]’s concerns regarding negative reporting to the credit bureaus. T-Mobile records confirm that Mr. [redacted]’s account was paid in full for monthly access charges and applicable taxes. If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] had remaining EIP balances on an Apple iPhone 6 handset, an Apple iPhone 5S handset, an LG G3 handset and an LG G2 handset. When the account was canceled on August 8, 2015, the remaining EIP balances totaling $359.28 were accelerated and posted to the final billing statement dated August 19, 2015. Mr. [redacted] had deposits totaling $300.00 that were released to impact the open debt. 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. On November 19, 2015, the balance of $59.28 was assigned to AmSher, a third party collection agency. In an effort to resolve this matter amicably, on February 19, 2016, Mr. [redacted] paid $59.28 updating the canceled account to a zero balance. 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 regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. 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