T-Mobile Usa Inc

February 27, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated February 15, 2018 regarding the above-referenced account.  T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding the cancelation of his T-Mobile account and his final billing statement.  T-Mobile records confirm that Mr. [redacted] canceled his account on November 22, 2017 when he ported his mobile numbers to another service provider.  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 December 20, 2017.As Mr. [redacted]’s account was billed in advance, his payment remitted on December 11, 2017 in the amount of $60.00 covered his monthly recurring charges for services rendered from November 21, 2017 through December 20, 2017.On February 5, 2018, Mr. [redacted]’s payment of $60.00 was returned to T-Mobile as unpaid by his financial institution.  As such, Mr. [redacted] was assessed a returned payment fee of $30.00, updating his balance to $90.00.As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $60.00 for the charges incurred from November 21, 2017 through December 20, 2017.  As an additional effort to amicably resolve this matter, T-Mobile credited the $30.00 returned payment fee.  Mr. [redacted]’s account remains closed 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.Martin [redacted]Executive Response

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
 To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated June 13, 2017 from Mr....

[redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr[redacted] has been designated as an authorized user of the account.
We regret to hear of the difficulties Mr. [redacted] has experienced with his T-Mobile service and billing while roaming. In late 2013, T-Mobile began offering customers on eligible Simple Choice rate plans the largest global data coverage area included at no extra charge. This global freedom feature is Simple Global and was automatically added to qualifying plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel.
Please be advised that upon the handset registering with a foreign network, a series of text messages are sent to the handset that inform the customer of applicable rates in the country in which they are located. The messages sent state:
• Free T-Mobile Msg: Welcome to <country name>. Unlimited text incl with your global coverage. Talk $0.20/min. More info http://t-mo.com/T&C
• Free T-Mobile Msg: Wi-Fi call charges are: FREE to the US, $0.20/min locally. To all other countries: long distance rates (as if originating from the US)
• Free T-Mobile Msg: Unlimited web included as part of your global coverage. To purchase high speed data please visit: http://t-mo.com/4G-Data
T-Mobile records confirm Mr. [redacted] activated his T-Mobile account on December 31, 2015, under an eligible Simple Choice rate plan and was billed accurately under the Simple Global rate. Upon Mr. [redacted]’s dispute of the roaming charges T-Mobile has provided numerous courtesy credits and has clarified the correct charges under the Simple Global rates. Based on the informational text messages that were sent and Mr. [redacted]’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid.
As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on June 20, 2017, T-Mobile offered to issue a credit for three of Mr. [redacted]’s handsets an Apple iPhone 7, an Apple iPhone 6, and an Apple iPhone 6s plus for a total remaining balance of $867.10, and Mr. [redacted] has the option to cancel his services. Regrettably, after speaking with Mr. [redacted] he respectfully declined this option. Please note that Mr. [redacted] has until July 9, 2017, to accept the offer. Should Mr. [redacted] like to take advantage of the offer he may contact me directly at the number provided below.
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 retail location and Customer Care. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[redacted] Executive Response

June 16, 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 June 11, 2016, regarding the above-referenced account. Please be advised that on June 14, 2016 T-Mobile spoke with [redacted], Ms. [redacted] son in which she authorized on her account and have resolved Ms. [redacted] concern to her satisfaction. T-Mobile regrets any concern to Ms. [redacted] regarding the closure of her T-Mobile account. T-Mobile records confirm that Ms. [redacted] had three mobile numbers subscribed to T-Mobile’s Simple Choice North America Family plan. Our records confirm that Ms. [redacted] contacted our online chat Customer Care team via MyT-Mobile.com and requested to cancel her account. Due to security purposes, account cancelation can only be placed by contacting Customer Care over the phone in which Ms. [redacted] was referred to contact our phone Customer Care team to process her cancelation request. Please note that on February 27, 2016, [redacted], Ms. [redacted]’s authorized end user, ported his mobile number out to another carrier canceling the mobile number ending in [redacted] and leaving two mobile numbers active. On that same date a bill generated reflecting a balance of $225.24 due by March 19, 2016 for monthly recurring charges and applicable taxes and fees for service from February 27, 2016 through March 26, 2016. Please be advised that T-Mobile does not reflect a record of Ms. [redacted] or any of her authorized end users contacting Customer Care to request the cancelation for the remaining active two mobile numbers. As the lines remained active monthly recurring charges continued to be billed. On May 27, 2016 a bill generated reflecting a past due balance of $391.77 for monthly recurring charges for service from February 27, 2016 through May 26, 2016 and current charges in the amount of $78.45 for a total balance due of $470.22. The current charges consisted of monthly recurring charges and applicable taxes and fees for service from May 27, 2016 through June 26, 2016. T-Mobile records confirm that on June 3, 2016 Ms. [redacted] contacted Customer Care regarding the recurring charges and requested that her T-Mobile account. As requested, Customer Care canceled the remaining two active mobile numbers. In an effort to amicably resolve this matter, on June 14, 2016, T-Mobile applied a credit in the amount of $470.22 leaving Ms. [redacted]’s account closed 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. Oscar T[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:  I have contacted the Executive offices of t-mobile via phone and email over 4 times, MY phone is currently active I dont know what account this lady is talking about, I gave her the phone number to my account which is [redacted], She emailed me stating some other account linked to me is not active, I have 1 account with 2 lines on it that are BOTH ACTIVE,  I paid 90$ for a phone that I can not use because the batter dies within 2 hours. Also support had me reset it over 4 times so my data was all used up, I had to go to the store 3 times wth my pregnant wife, we had to walk because we do not drive, in the middle of the winter. I have tried to contact t-mobile to have them exchange the phone to the phone I originally wanted which was the samsung phone, there was no price difference or maybe 10$ .  This is unacceptable as she is stating the wrong account number , when clrearly they do not seem to care about the harssment and inconvience my wife and I both have endured, not to mention the time off work because I had to go to the store to be told I have to pay them to return a phone and  to be treated like im worthless by the customer service in the store.
I have only reciveved 1 phone call from t-mobile, which I can print out as all my outgoing and income calls  are logged.
 
Again
My phone number is [redacted]
My HOUSE phone  is [redacted]
Address:
[redacted]
Email: [redacted]
 
Now please please do something for my inconvenience and frustration as this is creating more of a problem because you keep pulling up an account that is NOT MINE!!
Sincerely,[redacted]

April 5, 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 March 26, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
We regret any concerns to Ms. [redacted] regarding our Advantage Program corporate discount program.
Our records confirm that as of January 25, 2017, the account was subscribed to the T-Mobile ONE Taxes Inclusive rate plan for $130.00 per month with mobile numbers ending in [redacted] and [redacted]. Please note that the lines ending in [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $25.00 per month per line. Also, the lines ending in [redacted] and [redacted] have the JUMP! 2.1 feature for $12.00 per month per line. Our records further confirm that on January 25, 2017, pursuant to Ms. [redacted]’s request, the mobile internet line ending in [redacted] subscribed to the T-Mobile ONE Wearable rate plan for $20.00 per month. This line also has the Mobile Internet JUMP! 2.0 feature for $9.00 per month.
T-Mobile records indicate the account has the below listed Equipment Installment Plans (“EIP”):
• November 27, 2016, one iPhone 7 32 gigabytes (“GB”) with 24 monthly installments in the amount of $27.09.
• January 21, 2017, one Samsung Gear S2 with 24 monthly installments in the amount of $16.00.
• February 20, 2017, one Powerbeats Wireless with 24 monthly installments in the amount of $8.34.
• February 20, 2017, one iPhone 7 Plus 128GB with 24 monthly installments in the amount of $30.00.
• March 24, 2017, one Mophie Powerstation Plus with 24 monthly installments in the amount of $3.34.
Based on the above, the account’s estimated monthly recurring charges are $258.00 before applicable taxes, fees and the EIP monthly installments. It is important to mention that the account is eligible to receive a $30.00 Auto-Pay promotional monthly bill credit as long as it remains enrolled in Auto Pay. Additionally, the account receives an additional $25.00 promotional bill credit, reducing the estimated monthly recurring charge to $203.00 before applicable taxes, fees and the EIP monthly installments listed above totaling $84.77.

T-Mobile records confirm that the account is enrolled in our Advantage Program corporate discount program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. It is important to note that the T-Mobile ONE rate plan that the account is subscribed to is not eligible for the Advantage Program monthly discount as these rate plans are already discounted.
As of January 25, 2017, Ms. [redacted] is still eligible to receive a $25.00 Reward Card for each new device or tablet that is purchased based on her affiliation with Veterans Advantage Inc. Please be advised that on January 25, 2017, Ms. [redacted] was sent an email confirmation regarding her enrollment to the Advantage Program and her eligibility to receive a monthly discount. However, after the confirmation was sent to Ms. [redacted], the account was subscribed to the T-Mobile ONE Taxes Included rate plan which, as mentioned above, is ineligible to receive a monthly discount. We regret any inconvenience to Ms. [redacted].
Upon speaking with Ms. [redacted] on March 28, 2017, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile agreed to issue a one-time lump sum courtesy credit of $928.80 which represents a 15 percent discount off the account monthly access charges for a period of 24 months. Regrettably Ms. [redacted] declined this offer as she wanted to have the discount applied on a monthly basis, which as mentioned above is not an option. Additionally, T-Mobile agreed to send a $25.00 Citibank prepaid card to the account billing address for the purchase of the iPhone 7 Plus handset completed on February 20, 2017. T-Mobile would like to discuss an alternate resolution with Ms. [redacted] and respectfully request that she contact me directly at the number listed below if she wishes to further discuss 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

February 2, 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 21, 2017, regarding the above-referenced account. On January 28, 2017, T-Mobile contacted Mr. [redacted] and is pleased to report that we have resolved this matter to his satisfaction. T-Mobile regrets that Mr. [redacted] had concerns regarding a T-Mobile @Work Advantage Program promotional offer. Mr. [redacted] forwarded an email link confirming the offer of $75.00 per line for @Work activations. Please be advised Mr. [redacted] does not have an @Work account. In an effort to resolve this matter amicably, T-Mobile agreed to apply an account credit of $225.00 in lieu of the disputed three $75.00 @Work promotional credits. The account credit results in a credit balance of $129.51. T-Mobile regrets any inconvenience to [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated November 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact [redacted], however our attempts have been unsuccessful. T-Mobile regrets any concerns that [redacted] has experienced with T-Mobile misapplied payments. In an effort to resolve this matter amicably, [redacted] may contact me directly to complete an investigation with T-Mobile’s Cash Applications Team to verify the electronic transaction. [redacted] will be required to provide documentation to confirm the misapplied payments. 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

October 20, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2017, regarding the above-referenced account.  T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced during his tenure with T-Mobile.  T-Mobile records confirm that on September 3, 2017, Mr. [redacted] activated his T-Mobile account with the $75.00 T-Mobile ONE rate plan.  As Mr. [redacted] had Autopay enabled he received a $5.00 discount on his rate plan. Please note that the account was later cancelled at Mr. [redacted]’s request on September 15, 2017.   On September 23, 2017, a payment was collected in the amount of $70.00 for the first month of service.  Furthermore, on October 6, 2017, $22.49 was refunded to Mr. [redacted]’s financial institution as a result of a payment back out.   In an effort to amicably resolve this matter, upon speaking with Mr. [redacted] T-Mobile agreed to refund the account $52.51, which is the remaining amount not refunded for his payment of $70.00 as well as an additional $5.00 for his SIM Starter Kit.  Mr. [redacted] should allow one to three business days for the refund to appear on his bank statement.  Upon speaking with Mr. [redacted], he accepted this as resolution to his concerns. The account remains closed with a zero balance.  T-Mobile regrets any inconvenience to Mr. [redacted].  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted]Executive Response

January 2, 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 December 29, 2016, regarding the above-referenced account number. T-Mobile regrets any concerns Mr. [redacted] has in regards to our 2016 Samsung / LG Black Friday promotion. Please note this promotion offered eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier a free or discounted Samsung Galaxy S7, Samsung Galaxy S7 edge, or LG V20. T-Mobile records confirm Mr. [redacted] purchased two Samsung Galaxy S7 Edge 32GB devices in a T-Mobile third party retailer on November 25, 2016, on our Equipment Installment Plan (“EIP”) with two $69.99 down payments plus taxes. With two Samsung Galaxy S5 devices traded-in the new devices would have qualified for monthly bill credits reducing the total cost to $200.00 each if the data plans for the numbers were changed to an Unlimited Data plan. Regrettably, as both numbers were on 4GB Data plans they did not qualify for this promotion. However, due to an inadvertent error both numbers received text messages on November 30, 2016, advising they did qualify for the promotion and there was nothing they needed to do to receive the monthly bill credits. Please note, both orders were charged $69.99 down payment and have been charged a $30.00 EIP each. The $200.00 they would have owed would have been reduced to $70.01 each. On December 8, 2016, new text messages were sent to the two numbers correcting the previous messages and advising Mr. [redacted] they did not qualify for the promotion after all. On December 30, 2016, we spoke with Mr. [redacted] and advised as a courtesy to him and in an effort to amicably resolve this matter we credited both $69.99 down payments and $30.00 EIP charges for a total of $199.98 and closed the Samsung Galaxy S7 Edge EIPs completely, providing the devices for free. Mr. [redacted]’s current account balance was reduced to $13.43. Mr. [redacted] stated he was happy with this resolution. 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. Daniel R[redacted] Executive Response

May 30, 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 17, 2017, regarding the above-referenced account.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that he should expect moderate coverage at his billing address and no coverage in some surrounding areas. As Mr. [redacted] may imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day such as traffic volume, network changes, weather, terrain and foliage which can interfere with actual quality and availability of service. Based on T-Mobile’s investigation of Mr. [redacted]’s coverage concerns, we have confirmed that his services are functioning as expected for his location and there are currently no planned enhancements.
Please be advised that T-Mobile has confirmed that Mr. [redacted] is not under a service contract and would not be charged a contract termination fee if he were to choose to cancel his T-Mobile account.
However, on July 22, 2016, Mr. [redacted] purchased a Samsung On5 handset and an LG G-Pad X device through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $15.84. In addition, on November 11, 2016, Mr. [redacted] entered into a JUMP! On Demand ("JOD") lease for an iPhone 7 Plus handset wherein he agreed to 18 monthly lease installments in the amount of $32.00. Please note that T-Mobile provided Mr. [redacted] 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, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and JOD lease entered into at the time of the original purchase. As Mr. [redacted] is now beyond the return period for his devices, he is ineligible to return them for a refund.
If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open device payment plan balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the agreements which were provided to Mr. [redacted] at the time of his above-referenced purchase and lease. Should the account be cancelled, it is T-Mobile’s positon that these charges are valid and owed.
However, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr. [redacted] may return his iPhone 7 Plus handset, Samsung On5 handset, and LG G-Pad X device to my attention at the following address:
T-Mobile Executive Response
Attn: Brandon M[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIPs and JOD lease, in the amount of $799.57. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the devices, chargers and his account information within the box to ensure that he receives the proper credit upon receipt of the equipment.
We also ask that Mr. [redacted] disable the “Find my iPhone” application as the device will be returned to Mr. [redacted] if the application is enabled. Please be advised that if our final examination of the devices indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the balance will then be considered valid and owed. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this 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 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.
Brandon 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. Sincerely, [redacted]

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile has been in contact with Mr. [redacted] via email.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his SIM replacement. Please note that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handset. If the customer is unable to receive a one-time pin, customers must visit a T-Mobile retail location with their government issued identification to reset the account password. Please be advised that this policy includes sim card activations as well.
Please be advised that as Mr. [redacted] is currently unable to verify his account with a one-time pin on his handset or by visiting a local retail location, on April 24, 2017, T-Mobile sent Mr. [redacted] his one-time pin via mail. Mr. [redacted] is welcome to contact me at the number below and or email me at [redacted] if he does not receive his one-time pin. 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.
Chris L[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] 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 28, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted] concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced with his account in regards to a monthly discount. T-Mobile records confirm that Mr. [redacted] was previously subscribed to our monthly discount program known as The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. T-Mobile records confirm that on March 11, 2016, T-Mobile sent Mr. [redacted] notification via U.S. Mail as well as a text message notification to advise him that recertification was needed to retain his Advantage Program discount. Mr. [redacted] was advised that he would need to submit the required documents for recertification no later than April 17, 2016, or the discount would be removed from his account. Regrettably, T-Mobile did not receive Mr. [redacted] documents, and as such, on May 10, 2016, the Advantage Program discount was removed from his account. In an effort to amicably resolve Mr. [redacted] concerns, on May 31, 2016, T-Mobile returned the monthly Advantage Program discount to his account. Please note, however, that it may take up to two billing cycles for the discount to appear on the monthly billing statement. As a gesture of goodwill, on July 5, 2016, T-Mobile issued a credit to Mr. [redacted] account in the amount of $20.00, which equals approximately two months of the Advantage Program discount. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

April 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that Ms. [redacted]’s T-Mobile account number [redacted] was activated on December 8, 2016.
After careful review, T-Mobile found that the mobile numbers associated to Ms. [redacted]’s account were linked to other T-Mobile accounts that posed an unacceptable business risk. On March 22, 2017, T-Mobile’s Risk Assessment team canceled Ms. [redacted]’s account and any further service will be denied. 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.
Ligia M[redacted]
Executive Response

September 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 August 26, 2017, regarding the above-referenced account.  We are pleased to advise that all concerns have been resolve to Mr. [redacted]’s satisfaction.                                  We regret any concern caused regarding Mr. [redacted]’s account.  T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account.  Our records reflect that Mr. [redacted] attempted to take advantage of the following promotion:   2017 Q2 Apple iPhone BOGO   As can be expected, there are several eligibility requirements for the above promotion; some of these requirements were not met.    Nevertheless, upon speaking with Mr. [redacted] on August 27, 2017, T-Mobile will be honoring the 2017 Q2 Apple iPhone BOGO offer out of policy and as a courtesy.  Please be advised that T-Mobile has refunded Mr. [redacted] a total of $400.00 in the form of a prepaid card.  It is important to note that Mr. [redacted] will receive this prepaid card within three business days to his financial institution.  Additionally, T-Mobile has confirmed from Mr. [redacted], that all other offers made have been met regarding the discounted Apple iPhone 7 Plus 256GB handset at $100.00 off purchase price, and the free Apple iPhone SE 128GB handset a $400.00 value.  T-Mobile regrets any inconvenience caused 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.   Sharon B[redacted] Executive Response

September 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

Mr. ** [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 15, 2017, regarding the above-referenced account.  We are pleased to inform your office that we have resolved Mr. [redacted]’s 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 Mr. [redacted]’s contact with our Customer Care.   Please be advised that from September 9, 2017 through September 25, 2017, T-Mobile offered new and existing postpaid customs the opportunity to trade in their fully paid off Apple iPhone handset to obtain a free Apple iPhone 7 handset for free through promotional bill credits when the new handset was purchased on the Equipment Installment Plan (“EIP”) offering.   T-Mobile records indicate that on September 14, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Plus Rose Gold 32GB handset and an Apple iPhone 7 Plus Black 32GB handset. Accordingly, Mr. [redacted] was not asked to make a down payment and agreed to a series of 24 monthly installments in the amount of $32.09 for each handset.   Upon review of Mr. [redacted]’s trade in history, on October 18, 2016, T-Mobile records indicate that we have received one Apple iPhone 6 Plus Gold 16GB handset. Regrettably, the handset was found with physical damage upon arrival to our warehouse and as such, the trade-in credit was denied. Additionally, the second Apple iPhone 6 Plus handset Mr. [redacted] has referred to in the letter to your office has not been received and as such the trade in credit was not provided.   Nevertheless, on September 19, 2017, in an effort to resolve this matter, T-Mobile has agreed to issue a one-time courtesy credit in the amount of $195.00 for two Apple iPhone 6 Plus handsets to equal a total credit in the amount of $390.00. It is important to note that Mr. [redacted] had a partial balance of $89.00 owed for monthly access charges and equipment charges for services rendered. The account now reflects a credit balance of $301.00 that will be used to impact future billing statements for services rendered. Mr. [redacted] has accepted this offer as a resolution. We sincerely regret any inconvenience Mr. [redacted] has experienced regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jhayd G[redacted] Executive Response

Complaint: [redacted]
Date Sent: 4/11/2017 2:58:12 PMComplaint: [redacted]I am rejecting this response because:I have been contacting T-Mobile for weeks regarding this matter, and cannot get a response back. An explanation of my bill, particularly one that is inconsistent with T-Mobile holding itself accountable for their failure to bill or process my account properly, cannot and will not suffice for this issue. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: the response fails to acknowledge the behavior of the several customer service representatives. Im surprised because during my phone calls with Mr H[redacted], he was very apologetic and this statement fails to acknowledge any of that. He explained to me that bargaining tactics such as using the phrase "offer is off the table" were not acceptable and that he would address those concerns to the representatives I listed. 
Furthermore, Im not sure why my balance being past due was referred to in this claim. I took my card off of automatic payments when I noticed all these charges were being made without my knowledge. 
Basically, although I am happy with the fact that I got credited for these charges, Im unhappy with the statement written as it is very different from the conversation I had with Mr H[redacted] on the phone recently. 
 Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: you have called me couple times in reference to this issue and last call u agreed to contact me the following day when I had the handset avail. you never called. that handset u can not magically send power to in order to even try to trouble shoot it will not even get a light on the screen when connected to charge. I don't feel the need to pay shipping on something that I did not sell to myself. your department sold it to me. if that is the only option that you can give me in reference to resolving the handset issue for my sons cell phone I will send it back and cancel once I know u have received the device. I am not asking for you to upgrade him to an iphone or a brand new cell phone im asking the cheap phone tmobile is selling be replaced to something better because its apparent it is not a good device if im having to purchase other chargers and pay for replacement batteries and handsets!Sincerely,[redacted]

Tell us why here... January 23, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 14, 2018regarding the above-referenced account.  Please be advised that the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.  T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. We regret any inconvenience Ms. [redacted] experienced with T-Mobile’s 2018 Samsung Galaxy Trade-In offer.  T-Mobile’s 2018 Samsung Galaxy Trade-In offer provides customers who buy a Samsung Galaxy S8, S8+, S8 Active, or Note8 on an Equipment Installment Plan (“EIP”) with $150.00 off the purchase with the trade-in of a functional, paid off, eligible iPhone, LG, or Samsung device.  Unfortunately, Ms. [redacted]’s current handsets do not qualify for this offer.  However, in an effort to amicably resolve Ms. [redacted]’s concern, on January 17, 2018, T-Mobile agreed to honor the 2018 Samsung Galaxy Trade-In offer.  Regrettably, Ms. [redacted] declined our offer.  We regret any inconvenience to Ms. [redacted].  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [redacted].