T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: for 2 reasons.  Reason number 1 is I had thought that Mr. T[redacted] and I had agreed that the complaint would be closed out once I recieved the statement on may 19th that the account reflected a zero balance, and to close out the complaint a second time, before recieving the statement, doesn't do any of us any good.  The second reason, I have not yet closed out the complaint is that this is a continuation of a complaint I filed previously, for an on going issue that has lasted over 6 months.  I was assured last time when I filed a complaint here that the issue would be taken care of.  Well in a way it was.  The charges of over a thousand dollars were taken off the account, but the account was never closed.  In addition, over a thousand dollars in credit were added, and I was told over the phone that those charges would be removed.  I have since been told, over the phone again by Mr. T[redacted] that the charges would be removed, and I would recieve a zero balance, but we had agreed to wait for the paper statement showing that, since again this issue has been ongoing for over 6 months.  It is premature to close out the case until I get the paper statement, showing a zero balanace, that we both agreed upon.  In the phone conversation with Mr. T[redacted], I was told that the paper statement may be confusing, and that I could call with any questions.  Why would I close out the complaint, if I may still have further questions, about an ongoing issue that has been going on for over 6 months. May 19th is the day that we have been striving for a resolution date.  Why is T-Mobile asking me to close out the complaint early, if they can not send me a paper statement early.  An expedited paper statement, with answers to any questions would have necessitated an expedited closure to this complaint.  I would like to wait until May 19th, and I have the written statement in hand before I close out the complaint, as Mr. T[redacted] and I had originally agreed to, after he wanted to charge my account again, for I don't know what.   I'm was calling T-Mobile to close out my account, and they wanted my credit card information to charge me again?  AGAIN?  and now they want to close out the complaint prematurely.  They had issued a credit for $82 which they owed me for the taxes I paid on the original phones, and Mr. T[redacted]e said their records showed some confusion, and that he thought they had already given me a refund of over a thousand dollars, and he wanted to charge my credit card and get the money back?.....BACK?  All I recieved was the $82 refund that I had to work over 3 months to get, and I still have an account with these people, who were trying to charge my card a second time???If T-Mobile can be patient, and wait for the May 19th paper statement, that we agreed to, I'm sure that this issue, will be resolved at that time, at least I am hopeful that it will be.  It usually takes a few days to recieve a paper statement, so if Mr. T[redacted] wants to email me an electronic version of the paper statement, to expedite the matter, I would be favorable to such a solution.  I have already emailed Mr. T[redacted] twice, that I'm waiting for the paper statement, or that he can email me a copy of the paper statement, and am just waiting for that document, to close out the complaint.  I would hope that T-mobile does not ask you to close out the complaint again, after 6 months of an ongoing issue, and closing out a previous Revdex.com complaint prematurely, without being able to furnish the proper documentation that has not yet been processed.If the Revdex.com wants to close out the complaint without the last statement being issued, and the last statement is confusing, or doesn't resolve the issue of showing a ZERO balance, and A CLOSED ACCOUNT, would the Revdex.com have a problem with me opening up a third complaint?  I would rather just wait and get the issues resolved under this complaint, since T-MOBILE, never closed out the account orginally, which the promised to do after the first complaint to the Revdex.com. 
Sincerely,
[redacted]

November 29, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated November 21, 2016, regarding the above-referenced prepaid mobile number. T-Mobile regrets any concerns Mr. [redacted] may have experienced. T-Mobile records reflect that on October 24, 2016, Mr. [redacted], was subscribed to a Pay As You Go rate plan for $3.00. Mr. [redacted] contacted Customer Care regarding plans to travel internationally. Ms. [redacted] advised Customer Care where he would be traveling and he was accurately advised of the rates for voice calls, text messaging and data usage for roaming in each of the countries Mr. [redacted] advised that he would be visiting. Following being advised of the roaming rates, Customer Care offered to change Mr. [redacted]’s rate plan to a Simple Prepaid rate plan with which Mr. [redacted] would be able to take advantage of our reduced Simple Global rates. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and to Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. Please be advised Mr. [redacted] did opt to change to the above listed rate plan on October 24, 2016. Additional contact was made to T-Mobile’s Customer Care regarding the current rate plan. Pursuant to Mr. [redacted] request, T-Mobile switched his rate plan back to the Pay As You Go rate plan for $3.00. Please note this rate plan does not include international roaming while traveling. T-Mobile’s Customer Care attempted to address Mr. [redacted]’s concerns on October 27, 2016, by issuing credits totaling $27.45 for concerns with international roaming while in Canada. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Nevertheless, in a further effort to amicably resolve Mr. [redacted]’s concerns, upon speaking with him on November 28, 2016, T-Mobile has applied an additional $25.00 courtesy credit. Mr. [redacted] was advised if he so chooses to switch to a rate plan which would provide international roaming features, he can do so by contact T-Mobile. T-Mobile regrets any misunderstanding 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

December 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Acct. 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 December 6, 2017, regarding the above-referenced account. T-Mobile records confirm that the account holder of record is [redacted], and that [redacted] and [redacted] are one and the same. T-Mobile is pleased to confirm that we have fully resolved Mr. [redacted]’s concerns to his fullest satisfaction.
It is important to note that Mr. [redacted]’s account was billed with a system known as “Bill Current” and his billing cycle ran from 22nd of the month to the 21st of the following month, with payment falling on the 15th. Mr. [redacted] started service on July 21, 2017, with the mobile number ending in [redacted] and was subscribed to the $75.00 T-Mobile One Taxes Included rate plan. As such, Mr. [redacted]’s estimated monthly recurring charges totaled $75.00 prior to a $5.00 AutoPay credit.
Please note that on July 21, 2017, Mr. [redacted]’s account was enrolled in AutoPay using the bank card ending in** **. AutoPay is a free feature that automatically deducts the balance owed on the account up to two days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As Mr. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the bank card provided.
On September 23, 2017, Mr. [redacted]’s billing statement was provided showing a balance of $70.00. The new charges totaling $70.00 included monthly access charges and AutoPay credit for services from September 23, 2017, through October 22, 2017. On October 13, 2017, Mr. [redacted] made a payment of $70.00 through AutoPay, reducing the balance to zero.
On October 23, 2017, Mr. [redacted]’s billing statement was provided showing a balance of $70.00. The new charges totaling $70.00 included monthly access charges and AutoPay credit for services from October 23, 2017, through November 22, 2017. Payment was not received for this.
T-Mobile records confirm that on November 1, 2017, Mr. [redacted] ported his line ending in [redacted], to another carrier, effectively canceling his line with T-Mobile. On that same day, Mr. [redacted]’s AutoPay was removed. Additionally, on November 15, 2017, Mr. [redacted]’s payment in the amount of $70.00 was returned to the bank card, pursuant to his request for a refund. On November 23, 2017, Mr. [redacted]’s final billing statement was provided showing an outstanding balance of $158.67, which includes the above past due balance, and a one-time charge for the returned payment in the amount of $15.00.
On December 7, 2017, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied an adjustment in the amount of $159.67, bringing the account balance to zero and preventing Mr. [redacted]’s account from being referred to an outside collection agency. T-Mobile regrets any inconveniences 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.
Ruby Q[redacted]
Executive Response

August 3, 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 July 27, 2017, regarding the above-referenced account.
T-Mobile regrets any miscommunication experienced by Mr. [redacted] regarding his recent rate plan change and new lines of service. From September 8, 2016, through December 6, 2016, customers were able to subscribe to our T-Mobile ONE rate plan with four lines of service for the price of three. Customers could pay as little as $35.00 per line of service after AutoPay discounts.
T-Mobile records indicate prior to July 2, 2017, Mr. [redacted] subscribed to one line of service on our Simple Choice North America rate plan. However on July 2, 2017, Mr. [redacted] visited an indirect dealer of T-Mobile service and activated three lines of service on our T-Mobile ONE rate plan. Presently T-Mobile offers our T-Mobile ONE rate plan for $180.00 per month or $160.00 after AutoPay discounts.
It is T-Mobile’s position that Mr. [redacted] has been billed accordingly to his rate plan and feature selection. As such, it is T-Mobile’s position that no credits or compensation are owed.
In an effort to resolve the matter, Mr. [redacted] has the option to return his recently purchased handsets to our office in like-new condition. Upon receipt of the devices, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $1,149.99. The handsets can be mailed to our office at the following address:

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
T-Mobile recommends that Mr. [redacted] requests 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 handsets, chargers and his account information within the box to ensure that he receives the proper credit upon receipt of the handset. Please be advised if the full kit is not returned such as the charger a $20.00 restocking fee will be deducted from the credit offered above. Please be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the EIP 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 August 18, 2017. Should Mr. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

Revdex.com:
Although I was unhappy with the company's unwillingness to hold to their  store managers comments and promises regarding the phones I understand that I willingly signed documents pertaining to the full purchase of the phones and am willing to accept my fault in the matter. I was given a "final offer" so regretfully there is nothing more I can do. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this acceptable to me given the circumstances. 
 
 
 
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]
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 24, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records indicate that on September 26, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 7 for mobile number ending in 8936. Further records confirm that T-Mobile has received Ms. [redacted]’s iPhone 6 16GB device as a trade-in. Regretfully, the wrong model was entered making Ms. [redacted] ineligible for the promotion.
T-Mobile records confirm that on September 20, 2016, Ms. [redacted] subscribed to our T-Mobile ONE plan. Please be advised that this plan allows customers to receive a monthly discount when enrolled in AutoPay however our records show that Ms. [redacted] is not enrolled in AutoPay to receive the discount. T-Mobile regrets if this was not made clear at the time of the rate plan change.
T-Mobile records confirm that Ms. [redacted]’s billing cycle runs from the 11th of the month to the 10th of the following month, with payment due on the 3rd. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Ms. [redacted]’s payment that was due on March 3, 2017, was not received on time and was suspended on March 23, 2017. Therefore, when Ms. [redacted] may be assessed a $20.00 restore from suspension fee per line of service.
T-Mobile records confirm that on March 5, 2017, Ms. [redacted] created a two installment payment arrangement. The payment arrangements were set for March 20, 2017, in the amount of $100.00 and April 3, 2017, in the amount of $146.13. T-Mobile records show that the payment arrangement was created successfully. T-Mobile shows nor record of payment on March 20, 2017, and Ms. [redacted] remitted payment on March 24, 2017, in the amount of $100.00.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 2, 2017, T-Mobile removed the EIP for the iPhone 7 and credited $101.91 for the last five EIP payments. Additionally, T-Mobile credited $100.00 for the last five billing cycles that Ms. [redacted] did not receive the AutoPay discount leaving the account with a balance of $188.81. Ms. [redacted] has accepted our offer.
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

May 2, 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 April 21, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that [redacted] and [redacted] are one in the same. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. Records confirm that, on December 22, 2016, Ms. [redacted] purchased a set of Beats Solo headphones through our Equipment Installment Plan ("EIP") program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $12.50.
Additionally, on February 5, 2017, Ms. [redacted] purchased an iPhone 7 Plus handset wherein she was required to remit a down payment in the amount of $49.99, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $30.00. Furthermore, on March 2, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 handset wherein she was required to remit a down payment in the amount of $48.00, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $22.00.
On March 18, 2017, Ms. [redacted] entered into a JUMP! On Demand ("JOD") lease for an iPhone 7 handset wherein she agreed to 18 monthly installments in the amount of $27.00 plus applicable taxes.
Ms. [redacted]’s account is subscribed to the Simple Choice Family Unlimited Talk, Text, and Data promotional feature which provides unlimited talk, text, and high-speed data starting at $100.00 per month for two lines of service and $40.00 per month for each additional line of service. In addition, the mobile numbers ending in [redacted] and [redacted] are subscribed to the $12.00 monthly JUMP! 2 feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Furthermore, the mobile number ending in [redacted] is subscribed to the $12.00 monthly Premium Handset Protection bundle which includes Mobile Security with Lookout.
The estimated cost per month for all of Ms. [redacted]’s services, including her EIPs and JOD lease is $307.50 before applicable taxes and fees.
Ms. [redacted]’s billing statement dated March 28, 2017, consisted of past due charges from the billing statement dated February 28, 2017, monthly access charges, installments, monthly JOD lease installments, applicable taxes, and fees for a total balance of $609.44. On April 13, 2017, a payment in the amount of $34.09 posted to Ms. [redacted]’s account which reduced the balance to $575.35.
T-Mobile records confirm that, on April 15, 2017, T-Mobile assisted Ms. [redacted] with payment arrangements for her past due balance wherein she agreed to pay $254.85 by April 23, 2017, in order to avoid service interruption. It is important to note that anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
On April 20, 2017, a payment in the amount of $103.00 posted to Ms. [redacted]’s account which reduced the balance to $472.35. Additionally, at that time, Ms. [redacted] spoke to T-Mobile Customer Care at which time T-Mobile applied a credit in the amount of $26.38 toward her account for partial service charges from the March 2017 billing statement which reduced her balance to $445.97.
Additionally, on April 21, 2017, a payment in the amount of $100.00 posted to Ms. [redacted]’s account which reduced the balance to $345.97.
However, as Ms. [redacted]’s above-referenced promised payment totaling $254.85 was not received, on April 23, 2017, her account was suspended from placing outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted]’s account was reactivated, on April 24, 2017, the account was assessed a $20.00 restore from suspension fee per line of service plus applicable tax.
According to our records, on April 24, 2017, upon speaking to T-Mobile Customer Care, T-Mobile applied a credit in the amount of $30.50 toward Ms. [redacted]’s account for additional partial service charges from the March 2017 billing statement which reduced her balance to $315.47.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on May 2, 2017, T-Mobile agreed to apply a credit in the amount of $86.72 toward Ms. [redacted]’s account for the four $20.00 restore from suspension fee and applicable taxes.
Ms. [redacted]’s account remains active with a balance of $642.81 which consists of past due charges from the billing statement dated March 28, 2017, monthly access charges, monthly EIP installments, monthly JOD lease installments, applicable taxes, and fees from the billing statement dated April 28, 2017, and is due on May 20, 2017.
Additionally, T-Mobile has placed a hold on Ms. [redacted]’s account in order to allow for her to remit payment for her outstanding balance and bring the account to a current status. Please note that this hold will expire, on May 24, 2017, at which time regular collection activity will resume for any outstanding past due balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s 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.
Brandon M[redacted]
Executive Response

April 19, 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 5, 2017, regarding the above-referenced account.
We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect good to excellent coverage.
It is important to note that we have no record of Ms. [redacted] contacting us with concerns regarding her coverage. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
T-Mobile reviewed the billing statements from January 2, 2017, through April 1, 2017, and over the course of those three months, Ms. [redacted] used an average of 16,329 minutes with calls as long as 245 minutes, sent and received multiple text messages and used an average of 34,047 megabytes (34 gigabytes) of data. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service. T-Mobile would respectfully decline Ms. [redacted]’s request for a new handset free of charge.
Our records confirm that on September 22, 2016, Ms. [redacted] purchased a Samsung Galaxy J7 device. However, on October 18, 2016, Ms. [redacted] returned her equipment and chose to purchase a Samsung On5 device. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program. If it is determined that a warranty exchange is needed, Ms. [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and model.
If Ms. [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choice. If Ms. [redacted] is not satisfied with T-Mobile's Limited Warranty policies, she is under no obligation to participate in the program. Alternately, Ms. [redacted] remains free to contact her handset manufacturer directly.
Presently, Ms. [redacted] only has one handset under our Equipment Installment Plan (“EIP”), her Kyocera Hydro Wave with a remaining balance of $27.99. As such, Ms. [redacted] may elect to purchase new handsets utilizing our EIP. Additionally, Ms. [redacted] may complete further troubleshooting by contacting Customer Care at 800-937-8997.
Should T-Mobile’s network not meet Ms. [redacted]’s needs, she is under no contractual obligations. It is important to note that should Ms. [redacted] wish to cancel her T-Mobile account, the remaining EIP balance for her Kyocera Hydro Wave will remain valid and owed.
Of course, if Ms. [redacted] does not wish to cancel her T-Mobile service, she is not required to do so. Ms. [redacted] is welcome to continue her service and account with T-Mobile, understanding that the network she is experiencing is to be expected. 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.
Martin G[redacted]
Executive Response

Revdex.com:
Thanks Revdex.com for the help to resolve this matter.  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]

May 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 May 8, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. We regret any concerns Mr. [redacted] may have experienced with our tablet promotion. Our records indicate that on November 14, 2015, Mr. [redacted] visited a T-Mobile retail location to take advantage of our Tablet On Us promotion which ran from October 14, 2015, through November 3, 2015. This promotion allowed eligible customers to receive a Samsung Galaxy Tab A with the purchase of a select Samsung device with EIP when they sign up for a 1GB or higher mobile internet plan. At that time, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6. 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. Although Mr. [redacted] purchased a Samsung device, as mentioned above, the promotion expired on November 3, 2015, therefore Mr. [redacted]’s purchase was not eligible. Nevertheless, on May 11, 2016, T-Mobile reached out to Mr. [redacted] and in an effort to amicably resolve this matter T-Mobile agreed to remove and credit the cost of the Tablet in the amount of $319.99 and refund $80.04 for the payments previously made toward this tablet. Mr. [redacted] accepted this offer as resolution in full. 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. James H[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:There are inaccuracies in Rochelle's response. On January 17 I DID NOT consent to their JUMP on Demand program. When I called on 1/17/18 at 4:49pm and spoke with Crystal I was advised that the phone was comped completely. I believe her supervisors name was [redacted]. She consulted with her supervisor who advised that the phone EIP would be closed out and the phone would be free. I even logged on afterwards and it was removed from my account but then after speaking with Rochelle it was magically added back on and she advised me I will be charged for this phone. I didnt want it anyway and gladly mailed it back but it was unfair for a company to against their word especially after all the wrongdoings done against me from this company. I don't feel comfortable paying the bill that includes fraudulent insurance charges for the phones I did not finance. The credit (supposedly) will be reflected on next months bill. Why cant it show on this bill. Based on their business practices I feel that I cant take them at their word and will see me paying that extra amount as accepting the fraud that happened to me. I have reached out to Rochelle after the initial conversation. The main reason was to inform her I didn't receive a return label that she sent and also had questions for her. She has never returned my call. No one ever follows up when they say they will. Meanwhile I have to endure a phone line that rarely has phone service and cuts off almost every call. If you listen to all my calls with T-Mobile reps you will even hear the calls losing signal. The service is crap but I have put up with it but now this lack of customer service and hearing many different solutions and action plans by different people leave me feeling like I'm being hustled. 
Sincerely,
[redacted]

May 22, 2017FILED 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 May 8, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns regarding his account billing.  Review of Mr. [redacted]’s account indicates that mobile numbers ending in [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted] were subscribed to our grandfathered $180.00 Simple Choice Unlimited Talk and Text rate plan.  T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr. [redacted]’s account when the five mobile numbers ending in [redacted], [redacted], [redacted], [redacted], and [redacted] were moved to a new customer’s account.  A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon the completion of the COR, mobile numbers ending in [redacted], [redacted], [redacted] and [redacted] remained active on Mr. [redacted]’s account.  Mr. [redacted]’s account continued on the above mentioned price plan as the promotional Two Lines for $100.00 price plan he had requested was grandfathered and therefore no longer available. With regards to Mr. [redacted]’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headset.  Further records confirm that on March 18, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another service provider.  Furthermore, on the same date Mr. Weisenthal contacted our Customer Care team and requested cancellation of mobile numbers ending in [redacted], [redacted] and [redacted].  Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, 2017.  Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation.  Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr. [redacted]’s account without his consent.  As such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $99.99 to Mr. [redacted]’s account for the cost of the Samsung VR headset.As Mr. [redacted] requested, on April 7, 2017, mobile number ending in [redacted], and [redacted] were cancelled.  On April 12, 2017, Mr. [redacted] contacted Customer Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same date.  Upon cancelation On May 9, 2017, Mr. [redacted]’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellation.  In an effort to amicably resolve this issue, T-Mobile applied a credit of $203.65 to Mr. [redacted]’s account to bring his outstanding balance to zero.  As such, 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.James H[redacted] Executive Response

September 9, 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 September 3, 2016, 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 Please be advised that T-Mobile has made several attempts to reach Ms. [redacted]. As our efforts were unsuccessful, we will provide our response below: T-Mobile regrets any inconvenience to Ms. [redacted] regarding the trade in of her Samsung Galaxy S7 device. Please be advised that T-Mobile records confirm that on April 21, 2016, Mr. and Ms. [redacted] purchased a Samsung Galaxy S7 32 GB device for $669.99 on T-Mobile’s Equipment Installment Plan offering. T-Mobile records confirm that Mr. [redacted]’s line of service ending in [redacted] was subscribed to our JUMP! program. 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. This program requires that half of the cost of the handset is paid prior to the device being eligible to JUMP! to a new phone. On June 22, 2016, Mr. [redacted] purchased an Apple iPhone 6S 64GB for $749.99. However, T-Mobile records confirm that half of the cost of the Samsung Galaxy was not paid, and systematically ineligible for a JUMP! upgrade. The Apple iPhone 6S 64GB was therefore processed as a separate order, which Ms. [redacted] agreed to at the time of purchase. Further, T-Mobile was unable to locate a record of the returned Samsung Galaxy S7 Ms. [redacted] referenced in her correspondence with your office. However in an effort to amicably resolve this matter, on September 7, 2016, T-Mobile issued a credit of $642.07 to Mr. [redacted]’s account. This credit is comprised of the remaining device balance of $586.23 along with the two previous installment payments of $27.92 from July and August of 2016. As of the date of this letter, Mr. [redacted]’s account holds a revised balance of $1,303.72 which is due no later than September 7, 2016. It is T-Mobile’s position that this balance is valid. T-Mobile accepts a number of payment methods. Payments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statement. T-Mobile regrets any inconvenience to Mr. and 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. James G[redacted] Executive Response

April 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [redacted]  Your File No. [redacted] T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated March 24, 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 are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced with his recent billing statement. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologized if Mr. [redacted] feels that this was not his experience when visiting his local T-Mobile retail store to discuss his rate plan features. T-Mobile records confirm that the account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and with 10GB of data per line rate plan. It is very important to note this account is not subscribed to any Stateside International Calling feature.
Please be advised that all T-Mobile customers have the ability to make international calls from their handsets unless the free international call blocking feature is enabled. Customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged. T-Mobile records confirm that the mobile number Mr. [redacted] has concerns with is mobile number ending in 8147, which was activated on February 10, 2017. Please note that we have no record of Mr. [redacted] requesting to add the international blocking feature or an international long distance feature to any of his mobile numbers. As a result, he was able to place international calls through his handset.
In reviewing the records for the above account T-Mobile records confirm that Mr. [redacted] incurred international long distance charges for calls initiated directly from his T-Mobile handset. If an international phone number is entered and the send key is pressed, the handset will place an international call over the T-Mobile network.
Further review confirms that on the billing statement dated March 9, 2017, Mr. [redacted] mobile number ending in 8147 reflected international charges totaling $572.66 including taxes for calls made to Uzbekistan. Mr. Uzbekistan used a total of 183 minutes at a rate of $2.69 per minute.
T-Mobile is committed to prevent our customers from experiencing an unexpected increase in their monthly bill. Further review of Mr. [redacted] account confirms that T-Mobile sent a total of five SMS bill shock notifications to his mobile numbers ending in 8147 making him aware of the international charges incurred. It is T-Mobile’s position that Mr. [redacted] was billed in accordance with the international long distance rate and calls placed via our network.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on March 22, 2017, T-Mobile issued a one-time bill credit in the amount of $572.66 updating his account balance to $374.88 which our records confirm he remitted payment in full on April 1, 2017. In addition, T-Mobile placed international call blocking under Mr. [redacted] mobile number ending in 8147 as well as all the active mobile numbers on the account. Please note that this feature will block outbound international calls with T-Mobile except for the following situations:
- Dialing internationally while customers are roaming domestically on other service partners'
networks;
- Sending international text messages to international mobile numbers;
- Receiving calls from international callers; and
- Calls to Canada and/or the U.S. Virgin Islands (St. Thomas, St. John, St. Croix, and Water Island).
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.
Maggie R[redacted] Executive Response

March 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Nicholas [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 23, 2017, regarding the above-referenced account.
T-Mobile regrets any promotional concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] was enrolled in our Simple Choice Family Match with 6GB of LTE per line rate plan for $100.00 for two lines, and $20.00 per additional line of service. Additionally, T-Mobile records indicate Mr. [redacted] activated an additional line of service for mobile number ending [redacted] on November 22, 2016, for $20.00 per month. Additionally, Mr. [redacted] activated a Mobile Internet line of service for number ending in [redacted] on with our Simple Choice Mobile Internet 6GB plan for $35.00 per month. Please note that Mr. [redacted] was eligible for a $10.00 per month credit towards the new Mobile Internet line of service with an active voice line of service on the same account.
From November 18, 2016 through February 22, 2016, T-Mobile was running our Friends & Family promotion where customers that activated up to two new lines of service, for a total of at least four lines, would receive two of the lines at no cost after monthly promotional credits. As Mr. [redacted]’s new lines of service were activated within the promotional time frame and was enrolled to a qualifying rate plan, his account was eligible for the offer. Due to an inadvertent error, Mr. [redacted]’s account was not enrolled in the promotional offer.
After review of Mr. [redacted]’s account on March 1, 2017, his account was enrolled in the promotional offer, and is scheduled to receive the promotional credits moving forward. Additionally, Mr. [redacted] will be issued an adjustment retroactively for the billed charges for the additional voice line of service, as well as the Mobile Internet line of service from the date of activation. 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.
Ronnie A[redacted]
Executive Response

June 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding our 2016 Samsung and LG Black Friday offer. Customers like Mr. [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who traded-in a qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy S7 Edge, or an LG V20 using the Equipment Installment Plan (“EIP”) at no cost. This promotion was valid from November 24, 2016, through November 27, 2016. With all eligibility requirements met, Mr. [redacted] was to receive a monthly bill credit for the amount of the installment – making the handset free after 24 months.
T-Mobile records confirm that on November 24, 2016, Mr. [redacted] placed an order for a Samsung Galaxy S7 Edge device on the phone line ending in [redacted] and placed the equipment on EIP. On November 25, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 device on the phone line ending in [redacted], this order was also placed on EIP. Mr. [redacted] was not required to make a down payment; however, he agreed to pay $248.33 for the taxes on the full retail price of the equipment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount $28.75 for the line ending in [redacted] and $30.00 for the phone line ending in [redacted].
T-Mobile records confirm that the two below devices were surrendered for trade-in as part of the promotion eligibility requirements:
• Samsung Note 4: phone line [redacted]
• Samsung S7 Edge: phone line [redacted]
The trade in for the phone line ending in [redacted] was processed in store on November 25, 2016, and a trade value of $95.00 was applied towards the payment at the time of purchase for the Samsung Galaxy S7 device. Furthermore, the phone line ending in [redacted] was successfully enrolled in the promotion and has continued to receive monthly promotional bill credits of $20.63 in alignment with the promotion.
There was note a trade in device received for the phone line ending in [redacted]; therefore no account trade in credit was applied and the phone line was not enrolled in the promotion. Had the phone line met requirements the account would have received a trade in credit of $190.00 and the phone line ending in [redacted] would have received 24 EIP bill credits of $20.83 for a total amount of $499.99. The bill credits combined with the trade in credit make for a total offer value of $689.99.
T-Mobile contacted Mr. [redacted] on May 22, 2017, and in effort to amicably resolve this matter T-Mobile has closed the EIP for the Samsung Galaxy S7 Edge device on the phone line ending in [redacted]. Further T-Mobile adjusted the previously billed EIP charges for this device in the amount of $180.00. Following this adjustment Mr. [redacted]’s account currently reflects a zero dollar balance. Pursuant to the phone conversation Mr. [redacted] advised this issue has been resolved, 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.
Jamen F[redacted] Executive Response

March 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] L. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any concerns that Ms. [redacted] experienced regarding her JUMP! On Demand (“JOD”) return. T-Mobile records confirm that on August 16, 2015, Ms. [redacted] qualified and took advantage of our JOD leasing with the lease of an Apple iPhone 6 handset. Please note that part of the benefits of JOD is that customers can exchange their handsets three times in a rolling calendar year and start on a whole new lease with a different handset. Our records confirm that on September 25, 2015, Ms. [redacted] processed a JOD upgrade to an Apple iPhone 6s handset and returned her iPhone 6 handset at the retail location. T-Mobile records indicate that Ms. [redacted]’s account is currently subscribed to the $100.00 Simple Choice North America Unlimited Talk and Text with 10GB for two lines rate plan, with a $9.00 JUMP! 2.0 feature for mobile number ending in 4813 and a $10.00 PHP feature for mobile number ending in [redacted]. In addition to the monthly recurring charges for services mentioned above, Ms. [redacted] is paying a combined monthly fee of $37.09 for Equipment Installment Plan (“EIP”) charges for a Samsung Galaxy Grand Prime, an Apple iPhone 6S 16GB Gold and accessories, which brings Ms. [redacted]’s estimated monthly recurring charges to $172.93. Regretfully, due to an inadvertent error, the Apple iPhone 6 JOD lease was not closed out at the time of upgrade and Ms. [redacted] continued to be billed for the handset. However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued a credit in the amount of $120.00, which is equivalent to five months of lease charges, and $50.00 as a one-time courtesy credit and shall apply to the next billing statement. Furthermore, T-Mobile has removed the JOD lease from Ms. [redacted]’s account. Please note that Ms. [redacted]’s account remains active with a credit balance of $170.00. 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. Ruben A[redacted] Executive Response

February 6, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence February 5, 2018, regarding the above-referenced account.
T-Mobile regrets the continued concerns Ms. [redacted] has experienced regarding her 2017 Q4 Magenta Apple BOGO offer reimbursement. We appreciate Ms. [redacted]’s feedback and the opportunity to address any concerns. We apologize if any T-Mobile representative failed to provide an exceptional experience during any of Ms. [redacted]’s recent contacts.
On February 5, 2018, T-Mobile spoke with Ms. [redacted] in regards to our 2017 Q4 Magenta Apple BOGO offer rebate and that promotional offers may take up to eight weeks from the date of submission to be received. Additionally, Ms. [redacted] confirmed that she has received both of her rebate cards for the 2017 Q4 Magenta Apple BOGO offer. Please note, Ms. [redacted] stated her concerns have now been resolved.
Please be advised, as mentioned in our previous correspondence, because Ms. [redacted]’s reimbursement has been properly issued during the expected time frame for her rebate, our position remains the same. Therefore, T-Mobile respectfully declines Ms. [redacted]’s additional request for further compensation for this matter. 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Vanessa Q[redacted]
Executive Response

September 11, 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 September 2, 2015, regarding the above-referenced account.  T-Mobile has made several attempts to contact Mr. [redacted] regarding this matter which have been unsuccessful.  Therefore T-Mobile will make every effort to fully address Mr. [redacted]’ concerns in this letter.
 
In his letter to your office, Mr. [redacted] states there were charges on previous billing statements that he did not authorize.  T-Mobile understands seeing unexpected charges on a billing statement can be upsetting and we regret if this was the case with Mr. [redacted].
 
On April 23, 2015, Mr. [redacted] authorized a Change of Responsibility to have the mobile number ending in [redacted] transferred from his T-Mobile account to a T-Mobile account under someone else’s name.  The Change of Responsibility was completed on May 2, 2015 and on May 5, 2015 an Equipment Installment Plan (“EIP") for a Samsung Galaxy S5 was also transferred to the new account.  It is important to note that Mr. [redacted]’ account was billed in arrears, meaning all bills received are for service provided the month prior; the billing cycle began on the 3rd and ended on the 2nd of the following month. Because the EIP transfer took place mid-cycle, the following billing statement, which was issued on June 3, 2015, included the final installment prior to the EIP being transferred to a new account.  While this installment was a valid charge, on June 22, 2015, T-Mobile Customer Care applied an adjustment of $22.08 to offset the installment.
 
On July 10, 2015, Mr. [redacted] ported both of the mobile numbers on his account to a new carrier thus canceling his account.  The final billing statement was issued on August 3, 2015 and included a balance of $131.03 due on August 23, 2015.  This balance included monthly recurring charges for the period of July 3, 2015 through August 2, 2015.  As outlined in our 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 August 2, 2015.
 
Upon careful inspection of the account, T-Mobile has confirmed that on August 19, 2015, Mr. [redacted] spoke with our Customer Care department regarding a Name ID feature that had been added to both mobile numbers on the account; this feature shows the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book.  This feature was added as a free trial on March 11, 2015, during an in-store handset purchase.  The free trial ended in June 2015 at which time each line began being billed $3.99 per month for the service.  T-Mobile records confirm the feature was removed from the line ending in [redacted] on June 27, 2015, and from the line ending in [redacted] on June 29, 2015.  On August 19, 2015, a credit of $4.57 was applied to the account for the prorated charges, including applicable taxes, for the period of time the feature was active on each line.  This reduced the final balance due to $126.46.
 
In an effort to amicably resolve this matter, T-Mobile is offering to waive the final balance in full due to Mr. [redacted]’ previous tenure with T-Mobile as well as his excellent history.  A hold has been placed on Mr. [redacted]’ account to prevent any collection activity while we await Mr. [redacted]’ response.  T-Mobile asks that he please respond no later than October 9, 2015, by contacting us at the number listed below.
 
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.
 
Liana G[redacted]
Executive Response

April 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 10, 2017, regarding the above-referenced account.
T-Mobile regret any concerns to Ms. [redacted] regarding the information she claims was provide to her by our Customer Care representatives. Please note that as Ms. [redacted] ultimately cancelled her T-Mobile service on February 17, 2017, the purchase option price of $178.34 per handset, totaling $356.68 was reflected on her final billing statement dated March 14, 2017.
As a gesture of good faith and in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile issued a credit of $356.68 for the total purchase option price of both iPhone 6s devices, leaving the account with a remaining balance of $316.92 which consists of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $157.44 for the iPad Air 2.
Ms. [redacted] can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip.
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