T-Mobile Usa Inc

May 19, 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 17, 2017, regarding the above-referenced account.
T-Mobile regrets any further concerns Ms. [redacted] has experienced regarding her T-Mobile account and device. Upon speaking to Ms. [redacted], on May 18, 2017, she confirmed that her concerns are related to her request to transfer her cancelled mobile number ending in [redacted], and with her non-working device.
On October 4, 2016, the mobile number ending in [redacted] was transferred to another service provider. The arrangement to transfer the line of service was made directly with Ms. [redacted]’ 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 Ms. [redacted]’ new wireless service provider took control of it. In reviewing our records, T-Mobile cancelled the mobile number ending in [redacted], on December 1, 2016, pursuant to Ms. [redacted]’ request. Please note that mobile numbers must remain active in order to be transferred to another service provider. As the mobile number ending in [redacted] is cancelled, it is ineligible for transfer to another service provider.
Additionally, as Ms. [redacted] is no longer a T-Mobile customer, T-Mobile is unable to complete an exchange for her non-working device. T-Mobile recommends that Ms. [redacted] contact the manufacturer of her device for repair or replacement options.
However, as a courtesy to Ms. [redacted], at the time of our above-referenced conversation, T-Mobile offered for Ms. [redacted] to send a copy of her device repair receipt from the manufacturer to my attention at the following email address: [redacted]@T-Mobile.com and upon receipt, T-Mobile will submit for a prepaid debit card in the amount of her device repair charges which would then be delivered to her within 14 business days. Regretfully, Ms. [redacted] declined our offer. Nevertheless, as a courtesy to Ms. [redacted], T-Mobile is extending our offer for a period of 30 days from the date of this letter during which time Ms. [redacted] may contact me at the number provided below to accept our offer. 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.
Brandon M[redacted] Executive Response

June 26, 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]...

& [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] are one in the same.
T-Mobile regrets hearing of Ms. [redacted]’s concerns regarding the collection notices she has recently received. T-Mobile records confirm that Ms. [redacted]’s account [redacted] has been closed with a zero balance since May 18, 2016, when Ms. [redacted] previously worked with T-Mobile. After careful review, T-Mobile located account [redacted] which reflects a balance of $404.98.
Upon speaking with Ms. [redacted] on June 15, 2017, we confirmed account number [redacted] reflected a zero balance and the account [redacted] was located. We confirmed with Ms. [redacted] the activation date of September 24, 2007, and cancellation date of July 10, 2009, due to non-payment. Please note that the line ending in 9112 was activated on February 19, 2008 and the line ending in [redacted] was activated on April 6, 2008. At the time of activation Ms. [redacted] accepted a 24-month contract for each line of service. As the account was canceled prior to the agreed upon contact the account was assessed an early termination fee of $200.00 per line of service.
The final billing statement reflected a past due balance of $204.50 with new charges of $400.00 bringing the balance to $604.50. Please note the last payment received on the account was on April 27, 2009 in the amount of $93.15. Ms. [redacted] also received credits totaling $199.52, which updated the balance owed to $404.98. The balance on the account consists of two early termination fees, monthly access charges and applicable taxes for the April 2009 through July 2009 billing statements.
Due to continued non-payment the account was referred to a third party collection agency on September 9, 2009. Between the dates of September 9, 2009, and November 26, 2013, Ms. [redacted]’s account was referred to several different third party collection agencies, and currently resides with Enhanced Resource Centers. T-Mobile has reviewed the account and confirmed all charges are accurate and owed. Ms. [redacted] can contact Enhanced Resource Centers at 1-800-501-7454 to make arrangement for payment. T-Mobile regrets any confusion this matter has caused 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.
Felicia P[redacted]
Executive Response

April 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated April 8, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] in regards to her handset. T-Mobile records confirm that on August 17, 2015, Ms. [redacted] purchased a Samsung Galaxy Grand Prime. Records confirm that shortly after the fourteen day return period, Ms. [redacted] reported that she was not satisfied with the handset. As Ms. [redacted] was no longer eligible for an exchange within the return period she was offered a trade-in credit for her Samsung Galaxy Grand Prime which would be applied toward the cost of a new handset which she declined. On December 20, 2015, Ms. [redacted] reported that the screen on her Samsung Galaxy Grand Prime was not responding to touch. Ms. [redacted] requested an exchange and as a courtesy T-Mobile shipped out a Certified Pre-Owned Samsung Galaxy Note 4 for an exchange for her Samsung Galaxy Grand Prime. On March 11, 2016, Ms. [redacted] first reported her Samsung Galaxy Note 4 displaying a GPS error that was being caused by the handset software. T-Mobile Customer Care did perform trouble shooting along with Ms. [redacted] that was not able to fix the issue that Ms. [redacted] has been sent two warranty exchanges one on March 11, 2016, and other on March 19, 2016, for the same issue. T-Mobile Customer Care has agreed to trouble shoot further with Ms. [redacted] which she has declined. T-Mobile has also offered Ms. [redacted] an additional warranty exchange that she also declined. T-Mobile has offered Ms. [redacted] a current trade-in value of $145.00 for the Samsung Galaxy Note 4 to be applied toward the purchase of a new handset of her choice. Which Ms. [redacted] accepted but is not ready to upgrade at the moment. Ms. [redacted] may reach me at the number below for any assistance in upgrading. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

July 15, 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 July 6, 2015, regarding the above-referenced account. T-Mobile records indicate Mr. [redacted] activated his account on August 6, 2009, with two lines of service ending in [redacted] and [redacted]. As of November 28, 2014, Mr. [redacted] was subscribed to our Select Choice Family Unlimited Talk, Text rate plan at $60.00 monthly. Mr. [redacted] was also subscribed to three gigabytes of high speed data for both lines of service at an additional $10.00 monthly per line of service. As such, Mr. [redacted]’s monthly access charges before taxes were $80.00. T-Mobile records confirm that Mr. [redacted] canceled his account on May 12, 2015, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 28th of one month to the 27th 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. [redacted] was billed through May 27, 2015. Our records confirm that Mr. [redacted] remitted a payment in the amount of $92.83, for the final billing statement, on July 3, 2015, closing his account with a zero balance. In an effort to amicably resolve Mr. [redacted]’s concerns, on July 9, 2015, T-Mobile issued a refund to Mr. [redacted]’s credit card account in the amount of $46.42, for the prorated monthly access charges following the port out of his service. Mr. [redacted] can expect to receive this refund to his credit card within three to five business days. Mr. [redacted]’s account remains closed, with a zero balance. Please be advised that T-Mobile partners with [redacted] ([redacted]) to collect past due balances on recently canceled accounts to help customers resume service when possible and to avoid write-off or more severe collections activity. Please note that while [redacted] is a third-party company, it is not an outside collection agency. Prior to the payment of $92.83 being applied to the account on July 3, 2015, Mr. [redacted] may have been contacted by [redacted] regarding the account balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

May 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced when attempting to unlock his Samsung handset. T-Mobile records indicate that on May 9, 2017, Mr. [redacted] contacted T-Mobile Customer Care to request a Mobile Device Unlock; however, T-Mobile was unable to provide the code as Ms. [redacted] had an outstanding balance of $17.32 on the account that needed to be paid in full prior to receiving the Mobile Device Unlock.
T-Mobile records reflect that on May, 11, 2017, Mr. [redacted] made a payment to his account in the amount of $17.32 and brought his account to a zero balance. Please note that T-Mobile records confirm an email sent to Mr. [redacted]’s on May 12, 2017, with the unlock code and unlock instructions.
Upon speaking with Mr. [redacted] on May 17, 2017, he has confirmed that his device has been unlocked but is concerned as his device is not compatible with the other provider. Please be advised that T-Mobile is unable to guarantee the functionality of a T-Mobile handset on a different network. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered a $200.00 refund card to be sent to the address provided in the correspondence to your office. Please note that Mr. [redacted] has accepted our offer. Please be advised that it may take between seven to ten business days for Mr. [redacted] to receive his refund card. 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

Complaint: [redacted]
I am rejecting this response because:I have entered into an agreement with another member of Tmobiles Exectucitve office as shown below,  prior to the response to my complaint with the Revdex.com."[redacted]: Thank you for speaking with me today.  I have removed the EIP plan for the Samsung Galaxy S ® 6 - 32GB - Sapphire Black.  The purchase price for the device was $579.99.  On November 8, 2016, T-Mobile applied a $200.00 credit towards the handset and today there is a remaining balance of $283.31 on the equipment in which I will remove and with the $200.00 credit means that T-Mobile has credited the amount of $483.31 for the handset so today I applied a credit to your account in the amount of $96.68 which is what you have paid into the device.  I adjusted an additional amount of $10.00 for shipping making the total credit applied today $106.68. I cancelled the number ending in [redacted] and you will be returning a SAM G935T GS7 EDGE 32G GLD handset to the Executive office.  When I receive that handset then the EIP plan with a remaining balance of $116.64 will be removed and a credit applied to your account in the amount of $145.80 which is what you have paid into the handset.  Since we cancelled a line your rate plan was changed to $75.00 Unlimited T-Mobile One rate plan which includes taxes.  This means your rate plan is $75.00 and you have insurance for $12.00 and an EIP payment of $9.99 for an LG Stylo making you monthly billing $96.99.  If you add Autopay then you will get a $5.00 discount.  The address to return the Samsung S7 is below as well as my contact information.  Please feel free to reach out to me if you have any questions or concerns. Executive responseAtt; [redacted]
[redacted]
[redacted] The phone in question has been returned with confirmation of receipt via USPS as noted on tracking:   [redacted]  As you will see per my agreement with Ms. Jimmie P[redacted] no restocking fees or any additional fees are noted. I will consider this matter closed once Tmobiile's executive team confirms receipt of the Samsung S7 and all proper credits have been applied.  I look forward to your prompt resolution to the matter in question.Sincerely,
[redacted]

April 4, 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. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the account. We are pleased to report that upon speaking with Mr. [redacted] we can confirm that his concerns have been resolved to his satisfaction. According to our records on March 10, 2016, Mr. [redacted] purchased a Galaxy Grand Prime for $189.99 on our Equipment Installment Plan (“EIP”). Additionally, he purchased an impact shield and a case for the device for $74.98 also placed on EIP. Mr. [redacted] was only required to pay taxes upfront for each installment plan. We regret that Mr. [redacted] experienced complications with his equipment purchase. At the time of Mr. [redacted] purchase of the Samsung Galaxy Grand Prime, T-Mobile provided a 14-day return period which allowed him to use the equipment to see if it met his needs. If the equipment was not acceptable or if he chose to upgrade to a different phone, Mr. [redacted] could have returned the device to the original point of sale for an exchange or refund of any down payment and applicable EIP entered into at the time of the original purchase. Our records confirm that Mr. [redacted] did not take advantage of the return period mentioned above. Nevertheless, as of March 30, 2016, Mr. [redacted] returned to the store and spoke to a retail manager who authorized Mr. [redacted] to return his Galaxy Grand Prime device and accessories for a full refund. At that time, Mr. [redacted] decided to purchase a Samsung Note 4 for $449.99 on EIP as well as a case and impact shield for $59.98 on EIP. Please note that on April 1, 2016, T-Mobile contacted Mr. [redacted] and confirmed that his issues were resolved at the store on March 31, 2016, with the store accepting his phone back for a full refund and considers this matter resolved to his satisfaction. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Christina S[redacted] Executive Response

March 8, 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 February 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding a Samsung promotion. 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 department.
From November 24, 2016 through November 27, 2016, T-Mobile was offering customers on select rate plans a Samsung Galaxy S7 device or a Samsung Galaxy S7 Edge device free or at a substantial discount with a fully owned device trade in. The Samsung Galaxy S7 device or a Samsung Galaxy S7 Edge device must be on our Equipment Installment Plan (“EIP”) offering. The EIP Agreement is a 24-month, no interested financing agreement available to qualifying customers with active service. Customers who take advantage of this offer receive a monthly promotional credit applied to their EIP for the Samsung Galaxy S7 device or a Samsung Galaxy S7 Edge device. It is important to note once the fully owned device trade in is surrendered to T-Mobile and we are unable to return it to the customer at a later date.
T-Mobile records indicate on November 25, 2017, Mr. [redacted] took advantage of this offer with the purchase of a Samsung Galaxy S7 device for his line ending in 0206. Regrettably, the rate plan Mr. [redacted] subscribes to is not one of the select rate plans needed to qualify for this promotion and on December 15, 2016, Mr. [redacted] was advised he will not receive the promotional monthly bill credits. We regret any inconvenience to Mr. [redacted].
In an effort to amicably resolve this matter, T-Mobile ended the EIP for the Samsung Galaxy S7 device and Mr. [redacted] will no longer see the monthly equipment charges. Additionally, T-Mobile issued a credit in the amount of $27.33 for the one monthly equipment charge billed to Mr. [redacted]’s account as well as an adjustment in the amount of $143.42 for the down payment paid at the time of purchase. These credits impacted the balance in the amount of $218.70 and leave a remaining balance in the amount of $47.95 for monthly access charges and fees and taxes for the billing period from March 2, 2017 through [redacted] 1, 2017. 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

August 6, 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 Prepaid Account No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated July 30, 2015, regarding the above-referenced account. Although our records indicate that we resolved this matter to Ms. [redacted] satisfaction on July 29, 2015; we have nevertheless made several follow-up attempts to contact Ms. [redacted] for the purpose of discussing the correspondence received from your office. As of the date of this letter, these contact attempts have proven unsuccessful. We will therefore make every effort to address this matter and subsequent resolution within this response. With the purchase of T-Mobile branded equipment, customers receive a Limited Warranty through the device manufacturer. In consideration of this Limited Warranty, T-Mobile offers our Pay In Advance (prepaid) customers a Post Exchange program. It is important to note that the customer may also contact the device manufacturer directly to discuss repair or replacement options. As to T-Mobile’s Post Exchange Program; when a prepaid customer contacts our Customer Care team and it is determined that their device needs to be replaced under warranty; a Post Exchange order is created. The customer is provided with an order number and subsequently instructed on how to return their non-working device to T-Mobile’s National Return Center. It is important to note that the customer is directed to keep their memory card as well as the back cover and battery to their device. After the Return Center receives the non-working device, it is inspected by trained technicians to determine whether it has sustained any damage which is not covered under the manufacturer’s Limited Warranty. Assuming the device is found to be in acceptable condition; a replacement device is subsequently shipped to the customer. The customer will typically receive their replacement device within four to ten business days of the date the National Return Center receives their return. If the Return Center does not receive the non-working equipment within 90 days of the order being placed, the order is cancelled. T-Mobile records confirm that a Post Exchange order was generated at Ms. [redacted] request on July 7, 2015, As of the date of this letter, Ms. [redacted] non-working equipment has not been logged as received at our National Return Center. On July 29, 2015, T-Mobile applied a credit of $45.00 to Ms. [redacted] prepaid account to defray the cost of new equipment. T-Mobile records indicate that Ms. [redacted] accepted our offer. Pursuant to T-Mobile’s Terms and Conditions of Service as agreed to by Ms. [redacted] based on her usage of the service; “If you accept a credit, refund or other compensation or benefit to resolve a disputed bill or Charge, you agree that the issue is fully and finally resolved.” Based on Ms. [redacted] acceptance of the credit issued on July 29, 2015; it is T-Mobile’s position that we have fully resolved this matter, and that no additional credit or compensation is due. Ms. [redacted] may contact me at the number below if she has any questions or wishes to further discuss the 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 [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

March 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], which has proven unsuccessful therefore, we will make every effort to address his concerns within this letter.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to his refund request. T-Mobile records confirm that on October 20, 2015, Mr. [redacted] activated a postpaid account with one voice line of service. At the time of activation, Mr. [redacted]’s account was subscribed to the Simple Choice North America Unlimited Talk and Text rate plan for $50.00 per month, plus taxes.
On the same day, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 Gold Platinum handset with 32GB of memory. Mr. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments of $22.09.
On October 21, 2015, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand lease options with the lease of a Samsung Galaxy S6 Gold handset with 32GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments in the amount of $24.00.
Records confirm that Mr. [redacted]’s October 21, 2015 billing statement reflected a balance owed of $54.51 for the billing cycle charges from October 21, 2015 through November 20, 2015. On November 2, 2015, T-Mobile received a payment of $54.41, reducing the account to a zero balance.
On November 8, 2015, Mr. [redacted]’s account was cancelled when he ported his number to another service provider. Please note that Mr. [redacted]’s billing cycle ran from the 21st of one month to the 20th 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. [redacted] was billed through November 20, 2015.
Please note that T-Mobile records confirm that from October 21, 2015 through November 8, 2015, Mr. [redacted]’s utilized 679 minutes, sent and received text messages and utilized 621.86 megabytes of data. Therefore, it is T-Mobile’s position that Mr. [redacted] successfully utilized the services and we respectfully decline his request for a refund of his payment for the monthly recurring charges.
If a customer has an open EIP or JUMP! On Demand lease and the account is canceled, any remaining equipment financing balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the financing agreements for both the EIP and the JUMP! On Demand lease. When the account was canceled the remaining equipment financing balance of $1,156.95 was accelerated and posted to the final billing statement dated November 21, 2015. It is T-Mobile's position that this amount is valid and owed.
Please be assured that T-Mobile strives 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 department.
On November 8, 2015, T-Mobile verified the receipt of Mr. [redacted]’s Samsung Galaxy S6 Gold handset. Therefore, on that day, T-Mobile applied a credit of $369.96 to Mr. [redacted]’s account, reducing the balance owed to $786.99. Additionally, on December 10, 2015, T-Mobile applied a credit of $529.99 to Mr. [redacted]’s account for the remaining EIP balance on his Samsung Galaxy S6 Gold Platinum handset, reducing the balance owed to $257.00.
In an inadvertent error, on that day, the remaining handset balance of $257.00 was not credited. Therefore, as a payment was not received, on February 14, 2016, Mr. [redacted]’s account was transferred to AmSher, a third-party collection agency. On February 19, 2016, T-Mobile applied a credit of $257.00 to Mr. [redacted]’s account, reducing the balance owed to zero. In addition, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. As of the date of this letter, Mr. [redacted]’s account remains cancelled with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

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

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]

I have received the response from T-Mobile and read it. The reply contains a lot of fluff that is not relevant to the issue and several points that are inaccurate. I will quickly address these issues.
I did submit the documents for reimbursement for early termination fees from my previous carrier. I have take a screenshot of the verification email I received from T-Mobile showing they received my submission. I will upload that screenshot to this message if I can. If that is not an option, I will gladly provide it to any interested party.
T-Mobile mentions they provided me a Signal Booster to be used in my home because I was having issues with coverage at my place of business. Needless to say, this device did improve my signal at home but did nothing to help my primary issue of coverage at my place of business. This is a good example of why it was frustrating dealing with them. They never actually fix any issues.
When I made the payment of $505.01 on November 24, 2015, I also returned the signal booster to the T-Mobile store where I received the device. The employees did not know how to credit my account for the device return so they said they would go ahead and take the booster back and would get the final credit sorted out later that day. They assured me everything was paid in full. It wasn't until I received a letter in the mail from a collection agency that I saw I was still being charged for the signal booster. I went back to the store and eventually they were able to verify the booster was back in T-Mobile's possession and was now located at one of their hubs. Everything that occurred after November 24, 2015, was due to bad record keeping on T-Mobile's part and/or their ability to properly use their own computer systems.
While I am very surprised by T-Mobile's misinformed reply to my complaint, I will consider their ultimate solution as acceptable. A zero balance and nothing negative on my credit report will suffice.
 
 
 
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]

Complaint: [redacted]
I am rejecting this response because:I have attempted to call the representative back. I specifically stated I am only available to speak after 4PM central time on weekdays, however, I was once again called before my availability.I have noticed a new credit appearing on my Tablet line which I really appreciate. However, that was only half of my concern. As stated before, I DID NOT AGREE to be charged extra for a line that I have been having for years. AS STATED BEFORE, the sales representative clearly said that my actual plan would NOT change, only that the data would be unlimited for the same price I pay every month.I have given the Sales Reps name which is of no mention to their response.I do not accept this complaint as resolved until I am no longer paying an extra fee for my line ending in 4945.And no, I will not CANCEL any of my lines because this is a family plan. Again, THE SALES REP TOLD ME THAT I COULD NOT JUST ADD ONE PHONE LINE TO TO MY PLAN FOR FREE, that I needed to add two to qualify for the promotion, and because I did not have another line to add aside from my fourth phone line, he offered me the tablet to take advantage of a promotion that was obviously false. Again, I have been a customer since over a decade, and I expect this matter to be resolved as stated above. If not, I will be forced to switch companies.
Sincerely,
[redacted]

February 9, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 3, 2016, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] is a listed authorized user on Mr. [redacted]’s account.
T-Mobile regrets that Ms. [redacted] has concerns with the non-return fee.  T-Mobile records indicate that a Samsung Galaxy S 5 handset was purchased with our Equipment Installment Plan (“EIP”) option on June 16, 2014.  Ms. [redacted] was not to make a down payment and she agreed to pay 24 monthly installments in the amount of $27.50. 
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. Alternatively, customers can replace their device through a post-exchange program 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.  The limited warranty expired on Ms. [redacted]’s Samsung Galaxy S 5 handset on June 16, 2014.
T-Mobile records indicate that Ms. [redacted] contacted Customer Care on August 10, 2015 and at that time she reported that the handset would not power on, please be advised that our records confirm that Ms. [redacted] did not report that the handset was dropped and the screen broke as her letter to you indicates.  When a customer purchases a new handset they have 14-days to enroll in the optional Premium Handset Protection (“PHP”).  Ms. [redacted] did not opt to add PHP when the new handset was purchased and when she contacted us on August 10, 2015, the limited warranty was expired.  Ms. [redacted] advised T-Mobile that she thought that her mobile number ending in [redacted] subscribed to PHP and as a one-time gesture of goodwill, T-Mobile added the PHP feature for $8.00 per month at Ms. [redacted]’s request so that she would automatically receive an extended warranty and be able to participate in our handset exchange program.  Please be advised that if Ms. [redacted] would have advised us that the handset had been dropped and was broken, she would have been advised that we would not be able to process a handset exchange as the damaged screen voids an extended and limited warranty.  When a customer requests a handset exchange they are advised of, and must agree to, the possibility of a $400.00 plus tax out-of-warranty fee or a $657.91 non-return fee for a Samsung Galaxy S 5 handset; prior to T-Mobile processing an exchange.  In addition, T-Mobile sends a set of return instructions and a pre-paid UPS return label.  The instructions are also very specific and inform customers of the possible out-of-warranty fee, non-return fee and to ship the handset back to us by taking the handset to a UPS location.  Prior to T-Mobile charging a customer a non-return fee we place several outbound calls requesting that the handset be returned, we send text messages and a letter is mailed advising of the fee if the handset is not returned.
The pre-paid return UPS tracking number [redacted] confirms that UPS has not received the handset and we confirmed that our National Return Center (“NRC”) has not received the handset.  Accordingly, on September 26, 2015, T-Mobile charged a non-return fee in the amount of $657.91 to the account as the Samsung Galaxy S 5 handset that qualified for the exchange was not returned.  As of this time, Ms. [redacted] is not eligible to return the handset to T-Mobile to have the non-return credited due to the time frame from when the handset exchange was first requested.
Nevertheless, as a gesture of goodwill and an effort to assist Ms. [redacted] and resolve this matter, T-Mobile placed a final 30-day hold on the account through March 9, 2016 in order to provide her with the opportunity to return the handset to my attention to this office.  Ms. [redacted] indicated that she returned the handset to the United States Postal Service (“USPS”), if the handset was returned to them then they will still be in possession of the handset as we can validate that UPS has not received the handset and she may go to the USPS office where the handset was left to request that they locate the handset, which may be in their lost and found.  Should Ms. [redacted] recover the handset from the USPS office where she took the handset, she will need to return the handset to my attention to the following address.  Please be advised that the UPS return label will not work at this time and Ms. [redacted] will need to return the handset to my attention to the address below:
T-Mobile USA, Inc.
Attn: Ally Y[redacted]
[redacted]
Albuquerque, NM 87107
T-Mobile suggests that Ms. [redacted] ship the handset to us with a traceable shipping carrier and that she retain a return tracking number for her records.  Ms. [redacted] will need to include her 10-digit T-Mobile mobile number inside of the box to ensure that she receives credit for the return.  Ms. [redacted] was advised that if the handset is returned to our office it must be post marked no later than March 9, 2016.  Upon receipt of the handset, it will be examined and if we determine that the handset has any physical or liquid damage, the non-return fee will be credited less the cost of an out-of-warranty fee; which will be a total credit of $213.44 from the non-return fee.  If the handset is returned by March 9, 2016 and it’s free of physical or liquid damage, T-Mobile agreed to credit the full non-return fee and we will issue a credit to the account in the amount of $657.91.  Please be advised that the collection hold on the account is good through March 9, 2016.  If the account reflects any past due balance after March 9, 2016, services will not be guaranteed and normal collection efforts will be resumed.
Ms. [redacted] requested that T-Mobile send a brand new handset to replace her current handset.  Please be advised that if Ms. [redacted] is having concerns with her handset, she may contact us at 800-937-8997 from an alternate line of service so that we can complete the troubleshooting steps that are necessary for us to work to identify and resolve her handset concerns.  If we determine that a replacement handset is warranted, Ms. [redacted] may request to utilize the extended warranty available with her PHP subscription.  Please be advised that T-Mobile is unable to guarantee that a replacement handset will be brand new, the handset may be new or like new although we are unable to request a new handset.  Ms. [redacted] may opt to participate in our Handset Upgrade Program to receive a new handset of her choice and she may opt to pay the full cost of the handset upfront or she may opt to participate in our EIP option or JUMP! On Demand leasing option.  Please be advised that the account must reflect a current balance before Ms. [redacted] will be eligible to upgrade with our EIP or JUMP! On Demand leasing options.
It is T-Mobile’s position that any late fees that have been charged to the account are valid and owed.  T-Mobile respectfully declines to issue any credits to the account at this time as the non-disputed portion of the bills have not been paid by the payment due date.
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.
Ally Y[redacted]
Executive Response

October 10, 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 October 4, 2016, regarding the above-referenced account. Please be advised that T-Mobile takes customer’s account security very seriously, T-Mobile was able to contact Mr. [redacted], who is the account holder. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account and T-Mobile store location. T-Mobile records confirm that on October 3, 2016, Mr. [redacted] did visit a T-Mobile store where a new mobile number ending in [redacted] was activated by our sales representative. On the same day, Mr. [redacted] contacted our Customer Care to request cancellation of his mobile number ending in [redacted] stating that it should have been canceled because he had changed his mind regarding the activation. 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 sales office. In an effort to amicably resolve this matter, upon speaking with Mr. [redacted], T-Mobile assured him that T-Mobile has policies and procedures in place to avoid dealer fraud. In addition, on October 3, 2016, T-Mobile’s Customer Care canceled the mobile number ending in [redacted] as a no install and Mr. [redacted] will not incur any charges pertaining to this mobile number. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter and we appreciate his feedback. 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. Ligia M[redacted] Executive Response

November 18, 2016 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] 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 11, 2016, regarding the above-referenced postpaid account and prepaid number. Please be advised, T-Mobile has successfully made contact with Mr. [redacted] ([redacted].) via email on August 24, 2016, November 14, 2016, and November 16, 2016. T-Mobile regrets Mr. [redacted]’s ([redacted].) continued concerns regarding the $40.00 refund and his concerns of his Post-Paid account being sent to an outside collection agency. T-Mobile records confirm that Mr. [redacted] ([redacted].) has a T-Mobile Pre-Paid account with the mobile number ending in [redacted] and a canceled Post-Paid account. It is important to note that Mr. [redacted] ([redacted].) has been using two separate names when contacting our office and that he has been referring to both his Post-paid account and Pre-Paid account, without specifying which account his concerns were regarding. As of the date of our last correspondence to your office, T-Mobile was not made aware that Mr. [redacted] ([redacted].) was and has been referring to both accounts and that he was not providing T-Mobile with the necessary account details specific to his complaint; therefore at that time, we were unable to provide any findings of the $40.00 refund Mr. [redacted] ([redacted].) references in his most recent correspondence. However, now that T-Mobile has been made aware of both accounts, our research indicates that on April 27, 2015, T-Mobile issued a credit in the amount of $40.00 to Mr. [redacted]’s ([redacted].) Post-Paid account, which reduced his balance due at that time. Additionally, as indicated in Mr. [redacted]’s ([redacted].) correspondence, we issued a $40.00 refund to him as part of our third-party refund program for his Pre-Paid account. This refund was returned as undeliverable; therefore on November 16, 2016, we re-issued the refund to Mr. [redacted] ([redacted].), at the address listed on his correspondence to your office. After a careful review, it is T-Mobile's position that Mr. [redacted]’s ([redacted].) has been refunded appropriately on both his Pre-Paid and Post-Paid accounts and no further credits or refunds are due for the third-party refund program. Finally, as a courtesy T-Mobile has issued a credit in the amount of $190.18 to the above-referenced Post-Paid account bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Lupe C[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] 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 23, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret Ms. [redacted]’ concerns regarding international calling charges. In reviewing the records for the account, it appears that Ms. [redacted] incurred international long distance charges for calls initiated directly from her T-Mobile handset while travelling internationally. If an international phone number is entered and the send key is pressed, the handset will place an international call over the available international network. If Ms. [redacted] prefers to use a calling card, a third party service or third party application such as the What’s App application she indicates in her correspondence to your office to complete international calls, we encourage Ms. [redacted] to follow the instructions provided by the developer of the application. In addition, customers must remember that if they dial a phone number or access their address book and press the “send” key, even if they are on another call, a call will be placed over the T-Mobile or available network and appropriate charges will apply. Our records confirm that Ms. [redacted] was billed in accordance with the international calling rates. As a one-time courtesy however, T-Mobile applied a courtesy credit to the account for the full amount of disputed international dialing charges in the amount of $375.75. This credit returns Ms. [redacted]’ account balance to $192.84 for her recurring service charges and international text messaging charges. 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. Kimo C[redacted] Executive Response

December 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 28, 2016, regarding the above-referenced file number. T-Mobile spoke with Ms. [redacted] on November 29, 2016 and is pleased to report that we have resolved this matter to her satisfaction. T-Mobile regrets any concerns that [redacted] has experienced with misapplied payments. In an effort to resolve this matter amicably, T-Mobile has issued a refund of $63.00, via a prepaid refund card. Ms. [redacted] should allow seven to ten business days from the issue date for delivery. 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. Pancho Q[redacted] Executive Response

July 5, 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 June 25, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated [redacted] as an authorized user of the account. We regret any inconvenience experienced by Mr. [redacted] regarding the LG G4 handset. As Mr. [redacted] mentions in his correspondence, some LG G4 devices reflected a known issue for boot loop under which certain LG G4 devices repeatedly displayed the LG logo screen when turned on, would not startup to the home screen and would remain stuck in a boot loop. It is important to note that LG Electronics has been made aware of the booting issue with some LG G4 smartphones and the issue has been identified as resulting from a loose contact between components. Please be advised that 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] is eligible to receive an advanced replacement of his 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 indicate that on June 15, 2016, Mr. [redacted] participated in T-Mobile’s Limited in store pick-up Warranty Exchange for replacement of the LG G4 handset. Regrettably, Mr. [redacted] did not complete the in-store pick of the replacement handset within the allotted pick-up timeframe and the warranty exchange expired. Following, on June 17, 2016, an additional in store pick-up Warranty Exchange was processed for replacement of the LG G4 handset which was properly completed on June 24, 2016. Next, on June 21, 2016, an in store pick-up Warranty Exchange was again processed for replacement of the LG G4 handset; yet, the replacement handset was not picked-up within the required timeframe and again the warranty exchange expired. Lastly, on June 23, 2016, an additional in store pick-up Warranty Exchange was processed for replacement of the LG G4 handset. However, at this time, the LG G4 handset was on backorder therefore the replacement handset was not available for immediate exchange. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, upon speaking with Mr. [redacted] on July 1, 2016, T-Mobile agreed to mail him a Samsung Galaxy S6 32GB Gold handset as replacement for the LG G4 handset. In exchange, Mr. [redacted] is required to return the LG G4 handset with IMEI number [redacted] to T-Mobile in like-new condition free from any physical or liquid damage. Mr. [redacted] may return the equipment directly to my attention within 30 days of the date of this letter to the following address: Executive Response Attention: Aika A[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Additionally, on July 1, 2016, a onetime courtesy credit of $15.00 was applied to cover any return shipping expenses was posted to the account, leaving the account with a remaining balance of $134.00 for the monthly recurring charges billed from May 9, 2016 to June 8, 2016. We certainly regret any inconvenience to Mr. [redacted] and appreciate his willingness to resolve 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. Aika A[redacted] Executive Response