T-Mobile Usa Inc

May 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 May 24, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile regrets learning that our previous response did not fully address Ms. [redacted]’s concerns. As indicated in our previous response dated May 20, 2016; Ms. [redacted]’s device purchase included the manufacturer’s Limited Warranty, which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Upon speaking with Ms. [redacted] on May 19, 2016 and in an effort to resolve this matter; T-Mobile offered a 30-day period during which Ms. [redacted] would be permitted to return her Samsung Galaxy S7 Edge device to my attention at the following address: T-Mobile USA, Inc. Attn: Brandon M[redacted] c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM 87107 As part of this resolution, on receipt of Ms. [redacted]’s device; T-Mobile agreed to credit the remaining amount owed on Ms. [redacted]’s outstanding Equipment Installment Plan (EIP) in the amount of $346.50. Additionally, T-Mobile agreed to provide a refund in the amount of $416.99 for Ms. [redacted]’s down payment and the past two EIP charges from the billing statements dated April 15, 2016, and May 15, 2016, which will be delivered via prepaid debit card within 14 business days. In a follow-up conversation with Ms. [redacted] on May 27, 2016 and in a continued effort to fully resolve this matter; T-Mobile has ordered a prepaid UPS shipping label to be sent to Ms. [redacted]. Ms. [redacted] will receive this shipping label within 14 days. As an additional courtesy, T-Mobile is extending our previous offer for a period of 30 days from the date of this letter. Ms. [redacted] will remain responsible for the remaining account balance of $171.72. We ask that Ms. [redacted] please include the handset, charger, and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and her account and final EIP balance will then be considered valid and owing. Ms. [redacted] must have the equipment postmarked for return no later than 30 days from the date of this letter in order to take advantage of this 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]-[redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

Revdex.com:
Though the issue hasn't been resolved as I'm still awaiting the refund of the $50.00 I can always open another case against T-Mobile. No body can seem to tell me any information about the "prepaid card" I'm supposed to receive, and when Shannon has called, it has been while I'm at work. Though I thank the Revdex.com for taking their time to help me try to resolve this issue, it looks like my next step is legal action against T-Mobile.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. This company has really shown its true colors at how disrespectful and deceitful their business practices are. Others need to take note about all the negative information they can find regarding T-Mobile, fraudulent charges, missing refunds, missing equipment, etc.Sincerely, [redacted]

June 26, 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 June 11, 2017, 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 Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] may have regarding her account. T-Mobile records reflect that on January 3, 2015, Ms. [redacted] visited a T-Mobile retail store and elected to subscribe to the Simple Choice Family Unlimited Talk, Text, and 2.5GB’s of Data, promotional rate plan, which took effect on January 19, 2015. Please note that for a monthly cost of $100.00, this rate plan provides the first four lines of service with unlimited talk, text and 2.5 GBs of data at up to 4G/LTE speeds depending on device capability. T-Mobile records do not indicate changes have been made to Ms. [redacted]’s rate plan as the Simple Choice Family Unlimited Talk, Text, and 2.5GB’s of Data rate plan remains active on the account.
Additionally, T-Mobile records indicate that on July 12, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 Plus 16GB. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! feature. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an EIP for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.
Please be advised that on October 18, 2016, Ms. [redacted] completed a JUMP! upgrade and purchased the Apple iPhone 7 under our EIP offering. Ms. [redacted] then traded-in her Apple iPhone 6 Plus, therefore, T-Mobile applied an EIP credit of $249.92 toward the remaining balance of the Apple iPhone 6 Plus and closed the EIP.
In addition, during the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please note that T-Mobile records indicate that on June 7, 2017, a Handset Warranty Exchange was completed for Ms. [redacted]’s Apple iPhone 7 and delivery was confirmed on June 11, 2017.
In an effort to amicably resolve this matter, T-Mobile has offered Ms. [redacted] the option to return the Apple iPhone 7 to me directly at the following address within the next 30-days.
T-Mobile USA Inc.
Attn: Mercedes V.
C/o Executive Response
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Once the device is received T-Mobile will close the EIP for the Apple iPhone 7. Ms. [redacted] may then complete an upgrade for the phone model that she desires.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I don’t remember my Tmobile number. But being that you all have my social security number you shouldn’t have a problem finding me especially if I owe you money like y’all claim. I did return Rochelle from tomibile executive office and left two messages on her extension and have to date not heard back. you all should have all ins information on file and should be capable of providing me what this so called balance is for  again you have my full name  address and social security number if you can’t provide me with an explanation because you all can’t locate my account then I would appreciate you removing this balance off my account  it is not my place to keep proper records and accounting that is T-Mobile’s  I have called tomiile several times and spoke to a customer service rep trying several numbers that I thought may be it  I gave all my information and was told I could not be located  (probably because I have no balance)  Hisnos fraudulent and I ask hat you remove it immediately   thank you[redacted]
Sincerely,
[redacted]

August 8, 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 August 5, 2016, 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. We are pleased to report that Mr. [redacted]’s concerns have been addressed and resolved to his satisfaction. We regret any inconvenience that Mr. [redacted] has experienced regarding our Smartphone Equality offering. With one of T-Mobile’s Un-carrier moves, T-Mobile launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48 hour window will reset the monthly counter. Upon reviewing Mr. [redacted]’s payment history, T-Mobile found that Mr. [redacted] contacted T-Mobile on March 17, 2016, to remit a payment. Please be advised that Mr. [redacted]’s due date is the 15th of the month. Our records indicate that there was a processing delay for this payment, and it posted to Mr. [redacted]’s account on March 18, 2016, which was past the 48 hour window to be considered on-time. Our records confirm that on August 3, 2016, Mr. [redacted] contacted Customer Care regarding his Smartphone Equality concerns, and upon reviewing his account, T-Mobile found that an exception should be made due to the delayed reporting of Mr. [redacted]’s March 18, 2016 payment. Accordingly, Customer Care submitted a request to have Mr. [redacted]’s account reflected as qualified for Smartphone Equality. Records further reflect that on August 4, 2016, Mr. [redacted] was contacted by our Outbound Retention division of Customer Care regarding his Smartphone Equality concerns. Due to an inadvertent administrative error, Mr. [redacted] was advised that his request for Smartphone Equality was declined. Our records do confirm that Mr. [redacted] was provided with a one-time courtesy credit of $50.00 regarding this matter. 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 Customer Care. On August 8, 2016, T-Mobile contacted Mr. [redacted] regarding his Smartphone Equality concerns and confirmed that his request for Smartphone Equality was approved. Please be advised that as of August 8, 2016, Mr. [redacted]’s above referenced account is considered well-qualified under our Smartphone Equality promotional offering. 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. Jason A[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. PS I would like to Thank Ms. [redacted] for her Asistance I appreciate you. 
Sincerely,
[redacted]

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

April 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         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 29, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] in association to our Carrier Freedom Promotion. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs, including early termination fees and equipment lease, as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.  Naturally, several requirements must be met in order to be approved for this offer.   In order to qualify for the reimbursement of early termination fees or equipment termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.    Our records reflect that Ms. [redacted] submitted her final paperwork to our Business Care who forwarded the email to our Carrier Freedom team. As such, on March 30, 2017, our Carrier Freedom team issued a lump sum credit consisting of $58.00 early termination fee for her mobile number ending [redacted], $555.97 for equipment lease termination for a total of $613.97. The total was deducted the $200.00 trade in credit she received, leaving the final credit of $413.97 which was applied to her T-Mobile account.   Although, our Carrier Freedom does not cover the reimbursement of their previous carriers final monthly recurring charges, as a courtesy and in an effort to amicably resolve her concerns, on April 7, 2017, T-Mobile also provided Ms. [redacted] with a onetime credit of $209.41 to reimburse her for the final monthly reoccurring charges, leaving the account active with a credit balance of $379.89.   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

February 16, 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 February 6, 2018, 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 Ms. [redacted]’s concerns within this letter.  We regret any inconvenience Ms. [redacted] has experienced regarding her monthly recurring charges and we appreciate the opportunity to address her concerns. T-Mobile records confirm that on January 13, 2003, Ms. [redacted] activated her account with two lines of service.  Additionally, the line of service ending in 0351 is subscribed to the optional Device Protection feature at $10.00 per month. On March 5, 2017, Ms. [redacted] activated an additional line of service and subscribed to our T-Mobile ONE All In Promo rate plan at $110.00 per month and $45.00 per month for the additional line for a total of $155.00.  At the time, Ms. [redacted] participated in our Free Add-A-Line This One’s On Us promotion which stipulated that from March 1, 2017 to March 5, 2017 postpaid customers on an eligible plan who had a minimum of two voice lines could activate one additional line for free. Ms. [redacted] would get a monthly credit for the cost of one line activated during the promotional window for the lifetime of the line.  Please note, Ms. [redacted]’s account is billed in arrears and her billing cycle starts on the 3rd of the month, closes on the 2nd of the following month and has a bill due date of the 23rd of the month after.Further review shows Ms. [redacted]’s account received the first promotional credit of $45.00 on the billing statement for the cycle that ended on April 2, 2017, and Ms. [redacted]’s account has received the monthly credits as stipulated in the promotion since.  As such, Ms. [redacted]’s monthly recurring charges would be of $120.00 per month.  However, throughout the months since the changes, several events have occurred that have incurred additional charges on Ms. [redacted]’s account. For example, on August 17, 2017, September 16, 2017and December 18, 2017, Ms. [redacted]’s account was suspended for non-payment and in turn a $20.00 reconnection fee per line was billed to Ms. [redacted]’s following billing statements. In efforts to resolve Ms. [redacted]’s concerns, T-Mobile has provided several courtesy credits for those reconnection fees with the most recent credits of $61.98 ($20.00 plus tax for three lines) applied on January 5, 2018.  Additionally, T-Mobile credited the late payment fee of $5.10.  Although payments are received from Ms. [redacted], they are not for the full amount owed resulting in a rolling past due balance.  Most recently, during the billing cycle from January 3, 2018 to February 2, 2018, the line of service ending in 0351 had $30.00 of international long distance calls making Ms. [redacted]’s balance larger than expected.  T-Mobile’s review of this matter has confirmed Nonetheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on February 15, 2018, T-Mobile applied a credit of $422.93 to bring Ms. [redacted]’s account balance to zero as a gesture of goodwill.  Please note, Ms. [redacted]’s next billing statement may include a late payment fee of up to $5.00 plus tax.  T-Mobile recommends Ms. [redacted] to subscribe to our automatic payment option AutoPay to prevent service interruptions and avoid additional unwanted charges.  Additionally, our AutoPay feature would provide Ms. [redacted] with a $5.00 discount per line if subscribed. T-Mobile regrets any inconvenience this matter may have caused.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Sal O[redacted]Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated March 22, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’ concerns related to the billing on his T-Mobile account. Our records reflect that on November 19, 2016, Ms. [redacted] initiated the activation of two additional lines of service with mobile numbers ending in [redacted] and [redacted] and attempted to take advantage of the 2016 Friends and Family 2 lines On Us promotion.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.
It is important to note that prior to the activation of mobile numbers ending in [redacted] and [redacted], Ms. [redacted]’ account was already receiving one free line of service as the account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text with 10GB of data per line, 4 lines for $120.00 rate plan which provides the 4th line for free.
Accordingly, because Ms. [redacted] already has one free line of service, she was eligible to continue getting her 4th line free plus one of the new lines giving her account a total of two free of service each month.
T-Mobile records confirm that the account is successfully receiving the eligible promotional bill credits for our 2016 Friends and Family 2 lines On Us promotion under mobile number ending in [redacted]. It is T-Mobile’s position that the account is receiving all eligible promotional bill credits and we regret any confusion regarding the benefits of the 2016 Friends and Family 2 lines On Us promotion.
On March 21, 2017, T-Mobile issued a onetime bill credit to the account in the amount of $90.00 as a courtesy for monthly service charges assessed under mobile number ending in [redacted]. In an effort to amicably resolve this matter, T-Mobile wil agree to issue an additional bill credit to the account in the amount of $120.00 for six months of monthly service charges for mobile number ending in [redacted]. If Mr. or Ms. [redacted] wishes to accept T-Mobile’s offer, we request that one of them contact me directly at the number listed below within 14 days from the date of this letter. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

October 14, 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 October 7, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced as a result of any block or restriction placed on his device. T-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as [redacted] or [redacted], may be blocked on our network based upon its history. This is the case with the device referenced in Mr. [redacted] correspondence. Unfortunately, T-Mobile will not be able to have the device unlocked at this time, and as such, it cannot be used on our network. In an effort to amicably resolve the Mr. [redacted] concerns, T-Mobile has offered Mr. [redacted] a certified preowned Apple iPhone 5s 16GB device for $99.99 plus tax. Please be advised this is a $200.00 savings to Mr. [redacted]. Should Mr. [redacted] accept the offer he may contact me directly at the number listed below no later than October 26, 2015. 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. Ty R[redacted] Executive Response

May 9, 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 Pre-paid Account No. XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above Pre-paid account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her Pre-paid account. In reviewing Ms. [redacted]’s account, T-Mobile records confirm that on November 30, 2016, T-Mobile processed the refund for Ms. [redacted]’s payment in the amount of $33.00 plus applicable taxes to the same method used at the time of payment, Visa card ending in 2457. Further records confirm that on November 30, 2016, T-Mobile issued a onetime bill credit in the amount of $36.00 equivalent to the overdraft fee.
Please be advised that On May 2, 2017, Ms. [redacted] confirmed that she is not requesting a refund. She went into details regarding this matter of being charged twice ever since November of 2016. As a courtesy, on May 8, 2017, T-Mobile credited $40.00 to Ms. [redacted]’s Pre-paid account. Additionally, T-Mobile offered to escalate this matter to our payment processing team for T-Mobile Pre-paid and will follow up with Ms. [redacted] with our findings. Ms. [redacted] has been asked to submit her bank statements showing the double charges from her financial institution within 30 days from the date of this letter.
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

November 2, 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 27, 2016, 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 [redacted] as an authorized user of the account. T-Mobile contacted Mr. [redacted] on October 31, 2016. At the time of our conversation, Mr. [redacted] concerns that were sent to your office were to be directed to [redacted] and not T-Mobile. As such, we respectfully request that you forward this correspondence to [redacted] for investigation and response. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

April 6, 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 March 26, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns regarding his recent handset purchase.  T-Mobile records confirm on March 9, 2018, Mr. [redacted] qualified for T-Mobile’s Equipment Installment Plan (“EIP”) and placed two separate orders each for an LG V30 which he requested to be sent to different addresses.  Mr. [redacted] was required to remit a down payment for each handset in the amount of $80.00 plus applicable taxes.  It is important to note that taxes for orders placed are based on the primary place of use address for the line of service on which it was ordered.  As such Mr. [redacted] was correctly charged taxes based on the corresponding address.  However, as a one-time courtesy, T-Mobile applied a one-time courtesy credit in the amount of $21.80 for the difference in the taxed amount for the handset orders.    Please note that Mr. [redacted] initiated both of the handset online at www.T-Mobile.com and selected ground shipping which may take up to ten business days to be received once shipped.  Due to system limitation T-Mobile is unable to change the shipping options once an order is placed.  Please be advised that handsets are shipped based on available inventory and the shipping type selected at the time of order.  T-Mobile records indicate that each of the LG V30 handsets were shipped via UPS on March 22, 2018, and were delivered on March 26, 2018, which is within the allotted shipping timeframe. In an effort to resolve this matter amicably, T-Mobile offered to waive the shipping cost paid in the amount of $15.44, which Mr. [redacted] declined.  Should Mr. [redacted] like to accept this offer he may contact our office directly at the number listed below by April 15, 2018, at which time this offer will expire.  T-Mobile regrets any inconvenience Mr. [redacted] has experienced with 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 1-844-213-3926 ext. 888-3750.Very truly yours,T-MOBILE USA, INC.Melyssa [redacted] Executive Response

October 17, 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 c[redacted]pondence dated October 12, 2016, regarding the above-referenced account. T-Mobile regrets any concern to Mr. [redacted] in regards to his recent experience with his handset. T-Mobile records confirm that on July 16, 2016 Mr. [redacted] purchased a Samsung Galaxy S7 Edge on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets by paying a down payment and agreeing to 24 equal monthly installments. Our records reflect that that at the time of purchase Mr. [redacted] paid a down payment of $69.99 and agreed to 24 monthly installments in the amount of $30.00. By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. Our records confirm that he first reporting having issues with his handset on August 12, 2016 outside of the provided fourteen day return period. Please be advised that T-Mobile Customer Care has performed alongside with Mr. [redacted] several trouble shooting steps including a master reset that has not resolved Mr. [redacted]’ handsets issues in which Customer Care has offered Mr. [redacted] to process a warranty exchange. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model which can be a new or remanufactured handset, 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. Please note that due to this, Mr. [redacted] has declined to process a warranty exchange. In an effort to amicably resolve Mr. [redacted]’ concern, he may visit a local retail location to have his Samsung Galaxy S7 Edge serviced to process a warranty exchange. In addition, if Mr. [redacted] declines to perform the warranty exchange he may return his handset addressed to me at: Attention Executive Response Oscar T 1201 Menaul Blvd NE Albuquerque, NM 87107 Upon the return of the handset we will close any remaining EIP balance and refund him his down payment and any billed monthly installments. Mr. [redacted] is to include a note with his name and mobile number to ensure the appropriate account receives the accurate credit. T-Mobile regrets any inconvenience. 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 17, 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 9, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets that Ms. [redacted] had any discrepancies with her monthly billing statements. T-Mobile records show that Ms. [redacted] activated eight mobile numbers on December 6, 2014. Our records show that Ms. [redacted] added a Mobile Broad Band (MBB) line of service to the account on February 6, 2015 for an additional $10.00 per month. At this time, our records show that Ms. [redacted] subscribes to our Simple Choice Unlimited Talk, Text and Data rate plan for $120.00 per month for the first six lines of service. Our Simple Choice Unlimited Talk, Text and Data rate plan provide unlimited airtime, messaging and data with up to 1GB of high speed data per line of service and additional lines of service are $10.00 per line per month. T-Mobile records show that Ms. [redacted] mobile numbers ending in [redacted] and [redacted] each subscribe to our optional Simple Choice 3GB Data feature for $10.00 per mobile number per month and her mobile number ending in [redacted] subscribes to the optional Simple Choice 5GB Data feature for $20.00 per month. Our records show that Ms. [redacted] mobile number ending in [redacted] also subscribes to the optional Premium Handset Protection (PHP) feature for $8.00 per month and that this was the only line of service that subscribed to the optional PHP feature. T-Mobile records indicate that on December 6, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four Apple iPhone 5C handsets , two Samsung Galaxy Note 4 handsets and an Apple iPhone 6 16GB handset. Our records also show that on February 5, 2015, Ms. [redacted] participated in our EIP offering with the purchase of an Apple iPad Air 2 64GB device. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on her personal credit history at the time of Ms. [redacted] purchases from December 6, 2014, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price of each handset. Our records show that Ms. [redacted] was asked to make a $99.99 down payment for the Apple iPad Air 2 64GB device on February 5, 2015. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $18.74 per Apple iPhone 5C handset, $31.24 for each Samsung Galaxy Note 4 handset, $27.08 for the Apple iPhone 6 handset and $26.24 for the Apple iPad Air 2 device, which appeared on the first bill following the purchase of the devices. With the monthly recurring charges, optional data features, optional PHP feature and the EIP installments, Ms. [redacted] monthly billing statement is $438.76 per month prior to any additional usage charges, fees, taxes and surcharges. It is T-Mobile’s position that Ms. [redacted] is being billed accurately for the services to which she subscribes and for the EIP installments that she agreed to. T-Mobile has reviewed the above-referenced account and the mobile number in question and our records do not confirm that Ms. [redacted] subscribed to the optional PHP for her mobile number ending in [redacted], which is the mobile number with the damaged handset. Please note that any PHP feature, which is provided by [redacted]., must be added to a line of service within 14 days of activation, exchange or purchase of a handset. Although there is no insurance for the handset in question, as a gesture of goodwill, T-Mobile agreed to send Ms. [redacted] a new iPhone 6 16GB Gold handset for the mobile number ending in [redacted] at full retail cost. Ms. [redacted] agreed to return the damaged handset to my attention to the following address no later than August 17, 2015: T-Mobile USA, Inc. Attn: Ally Y[redacted] Albuquerque, NM 87107 Upon receipt of the damaged iPhone 6 16GB Gold handset with IMEI number [redacted], T-Mobile agreed to issue a credit to Ms. [redacted] account for the cost of the new handset less $175.00, which is the amount of the deductible for that handset. At Ms. [redacted] request, PHP for $8.00 per month was added to the mobile number ending in [redacted] effective July 17, 2015. As a gesture of goodwill, T-Mobile sent a new LG 450 handset to Ms. [redacted] for her mother’s line of service ending in [redacted] and we’ve agreed to credit the cost of the new handset in full. T-Mobile shipped both of Ms. [redacted] new handsets with overnight shipping and we waived the $24.99 expedited [redacted] shipping charge per handset, as a courtesy. T-Mobile offered to change Ms. [redacted] rate plan to our new Simple Choice North American Unlimited Talk, Text and 10GB Data per line of service rate plan for $100.00 per month for the first two lines of service. The additional voice lines of service are $20.00 per month and the MBB line of service will remain at $10.00 per month. In addition, because Ms. [redacted] accepted this rate plan during a promotional period, she will receive a $20.00 monthly bill credit to her account each month for the cost of one additional line of service; as long as she continues to subscribe to this rate plan and maintains a minimum of four active voice lines of service. With this rate plan, Ms. [redacted] will save $40.00 per month versus her monthly cost with her current rate plan (this price reduction quote does not include the PHP that was just added to the mobile number ending in [redacted]). Ms. [redacted] accepted the new rate plan option and was advised that the new rate plan will take effect on August 7, 2015, which is when the new billing period starts over. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Please be advised that beginning March 22, 2015, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive EIP balances the opportunity to come to T-Mobile for a better deal. T-Mobile will now reimburse consumers’ remaining EIP balance up to $650.00 per device traded-in at the time of their activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation they must port-in their current mobile number, trade-in a device that is identifiable as being on EIP with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s EIP. Please be advised that T-Mobile records show that Ms. [redacted] only transferred two of the eight mobile numbers to T-Mobile from her previous service provider and we’ve confirmed that she has not traded-in any handsets at this time. Based on this, she did not meet the requirements for this offer. However; as a gesture of goodwill, T-Mobile sent a $140.00 early termination fee reimbursement card to Ms. [redacted] for the early termination fee that she was charged for her mobile number ending in [redacted] as this mobile number was ported to T-Mobile. Ms. [redacted] request for reimbursement for the early termination fees that she was billed for her mobile numbers ending in [redacted] and [redacted] were declined because she did not port those mobile numbers to T-Mobile. Nevertheless, as a gesture of good faith, T-Mobile issued a credit in the amount of $255.00 to Ms. [redacted] account on July 17, 2015 for one-half of the early termination fees that she was billed for the mobile numbers that were not ported to us. In addition, T-Mobile advised Ms. [redacted] that she may return the iPhone from [redacted], which had a balance of $406.24, to my attention to the address above no later than August 17, 2015 and upon receipt of that handset in like-new condition, without any physical or liquid damage, and provided that the ‘Find My Phone’ feature is disabled, T-Mobile agreed to issue a credit in the amount of $406.24 to Ms. [redacted] account in an effort to resolve this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Telesales and Customer Care teams. 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. Ally Y[redacted] Executive Response

Revdex.com: I was told by the Christina that T-mobile would continue to work with me regarding this issue. I continue to have issues with my device since filing this complaint.  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]

Revdex.com:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Monday, August 22, 2016 12:37 AMTo: Complaints <[email protected]>Subject: Case id [redacted]
 
 
Yes im emailing you to let you know it has been resolved case...

number [redacted]
 
 
Sent from my T-Mobile 4G LTE Device

August 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 8, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted].  Upon communicating with [redacted], T-Mobile has been able to confirm that they are in fact one and the same person.   T-Mobile regrets any concerns Ms. [redacted] has experienced with her Apple iPhone 7 Plus handset.  T-Mobile records indicate that Ms. [redacted] subscribed to our JUMP! feature at the cost of $12.00 per month on the mobile number ending in [redacted] on January 11, 2017.  The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading in their current device on an Equipment Installment Plan for full credit of the remaining balance.  Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period, beginning six months after enrollment.   On March 29, 2017, T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 7 Plus 128GB handset for use on the mobile number ending in [redacted].  Upon review of Ms. [redacted]’s account history, T-Mobile records confirm that no exchanges have been ever been filed for the Apple iPhone 7 Plus 128GB handset.  It is also important to note that as of July 23, 2017, exchanges for Apple products are handled directly by Apple.  As such, T-Mobile encourages Ms. [redacted] to contact Apple directly at 1-800-694-7466, should she have concerns regarding the processes and policies set in place by Apple.   On August 7, 2017, T-Mobile records confirm that Ms. [redacted] contacted Technical Care to report that she was experiencing concerns with her Apple iPhone 7 Plus 128GB handset.  Upon completion of all relevant troubleshooting, it was determined that her handset needed to be exchanged; therefore, Ms. [redacted] was referred to Apple to discuss her options to replace or repair the handset.  On August 8, 2017, T-Mobile records indicate that Ms. [redacted] contacted us to express concerns with the exchange process through Apple, at which point T-Mobile advised Ms. [redacted] once again that T-Mobile does not process warranty exchanges for Apple products.  As such, it is T-Mobile’s position that Ms. [redacted] has been properly advised of her options regarding her Apple iPhone 7 Plus 128GB handset.   Nevertheless, upon speaking to Ms. [redacted] on August 8, 2017, T-Mobile agreed to send Ms. [redacted] an Apple iPhone 7 Plus 128GB handset, and to allow Ms. [redacted] to return her malfunctioning handset directly back to us in an effort to amicably resolve her concerns.  Ms. [redacted] can send her malfunctioning Apple iPhone 7 Plus 128GB handset to my attention at the following address:   T-Mobile USA, Inc. Attn:  Anthony M. 1201 Menaul Blvd NE Albuquerque, NM  87107   T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us.  We ask that Ms. [redacted] please include the handset, charger and her account information within the box to ensure that the handset is properly received and accounted for.  We also request that Ms. [redacted] disable the “Find My iPhone” feature from his device prior to shipping.  Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, or the Find My iPhone feature not be disabled, then Ms. [redacted] will be billed an Out of Warranty fee in the amount of $324.57.  Additionally, if the handset is not received by our office on or before September 12, 2017, then Ms. [redacted] will be billed a non-return fee in the amount of $849.00.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.  T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Anthony M[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Team Mobile has tried to contact me but always calls when I am at work. They have left me several messages and are trying to solve this matter. 
I am just frustrated with this product and hope things will be resolved as said. 
Sincerely, [redacted]