T-Mobile Usa Inc

Revdex.com:
From: [redacted] [mailto:[redacted]]Sent: Friday, May 19, 2017 11:36 AMTo: Complaints <[email protected]>Subject: Claim ID [redacted]Hello,I submitted a claim yesterday and Tmobile has since resolved the matter satisfactorally, there is no...

further action required at this time. Thank you.[redacted]

Complaint: [redacted]
I am rejecting this response because: I have the text message where they are telling me that it was 900.00 and I did called them and the told me that I needed 900 to keep my phones and then I was told that I could make arrgagements and then I was told no I could not and then they kept taking money out of wrong account
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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated November 25, 2016, regarding the above-referenced account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] was having issues with her service. As Ms. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. Likewise, T-Mobile regrets Ms. [redacted]’s concerns regarding the return of her T-Mobile Signal Booster device. Please note that the T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. The Signal Boosters are T-Mobile owned devices and are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. Our records indicate that on July 25, 2016, Ms. [redacted] was provided with a T-Mobile 4G LTE Signal Boosters. At that time, Ms. [redacted] was assessed a $25.00 deposit. As Ms. [redacted] mentions in her letter to your office, on September 28, 2016, her account was canceled per her request. When an account becomes canceled and there is a T-Mobile Signal Boosters in use on the account, T-Mobile automatically sends a return label for the return of the device as to avoid a non-return fee. Regretfully, Ms. [redacted] did not receive the return labels sent to the address on file. Accordingly, T-Mobile agreed to provide a return label via email. As the device had not been received timely, Ms. [redacted] was assessed a $289.00 non-return fee and applicable taxes. However, we are pleased to report that on November 25, 2016, T-Mobile waived the $289.00 non-return fee to zero as the return tracking number for the Signal Booster had been received. Additionally, T-Mobile issued a $25.00 refund to Ms. [redacted] which is equal to the above mentioned $25.00 deposit. Please allow seven to ten business days for delivery. It is important to note that Ms. [redacted]’s account remains closed with a zero balance. 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. Alberto V[redacted] Executive Response

May 11, 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 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concern that Ms. [redacted] has experienced regarding her equipment purchase. 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 team and or retail location.
Upon speaking with Ms. [redacted], she confirmed that her concerns were in regards to T-Mobile Customer Service and initial phone purchases made on November 26, 2016, December 2, 2016, and December 7, 2016.
Beginning 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. T-Mobile records indicate that on November 26, 2016, December 2, 2016, and December 7, 2016. Ms. [redacted] purchased two Apple iPhone 7 plus 128GB for lines ending in [redacted] and one Apple iPhone 7 128GB for line [redacted]. Pursuant to our conversation with Ms. [redacted], she indicated that her concerns have since been resolved regarding the Apple iPhone 7 Trade-Up offer.
T-Mobile regrets any confusion surrounding the differing technologies that different wireless carriers’ networks operate on. T-Mobile branded devices are fully compatible with Global System for Mobile Communications (“GSM”) technology. Other carriers run on Code Division Multiple Access (“CDMA”) technology to provide service to consumers. It is very important to note that T-Mobile does not receive from the manufacturers or have access to CDMA enabled devices. In addition, although our GSM handsets may work on a CDMA network, we cannot guarantee full functionality of our equipment if unlocked for use with a different carrier, particularly carriers whose networks operate on CDMA technology.
Our records indicate Ms. [redacted] was provided Mobile Device Unlock (“MDU”) for the lines of service ending in [redacted], and [redacted]. As such, Ms. [redacted] and her father may choose to take these devices to another carrier. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted].
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sharon B[redacted]
Executive Response

September 22, 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. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated September 18, 2015 regarding the above-referenced account. We regret any misunderstanding Ms. [redacted] experienced when she visited our retail location. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent visit to our retail location. T-Mobile records indicate that Ms. [redacted] account was activated on September 17, 2015 on our prepaid Pay As You Go Plan. Our records confirm that Ms. [redacted] correct address is reflecting on her prepaid account; however, T-Mobile’s sales receipts will not provide the customers address. Please be advised that per the Terms and Conditions that Ms. [redacted] 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.” Therefore, when Ms. [redacted] requested a refund for the activation kit, our retail location declined the refund. Nevertheless, as a gesture of good faith, T-Mobile has agreed to provide Ms. [redacted] a refund of $16.45, which was the cost of the activation kit. Ms. [redacted] should expect to receive the refund in the form of a prepaid refund card within five to seven business days to the address provided. We regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Mercedes B[redacted] Executive Response

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

Complaint: [redacted]
I am rejecting this response because:Just to let you know the TMobile you contact for resolutions had no done anything ..except that today I receive a Final notices that m y account will be send to collections.   Please find attach such letter.   Someone from TMobile  wrote a min e-mail in this regards asking me when will be the best time to call me that is it. But I do not have anything to discuss by the phone with them because I have spoken to several people and no solutions it was done. Reasons I ask for your the Revdex.com  help. They are charging me for services not provide because it was canceled . So please do not ask for some to call me... I am under psychological therapy because of my Post-traumatic syndrome for the death of my husband caused by that obsolete service.  Best regards  [redacted] 
Sincerely,
[redacted]

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

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 1, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. T-Mobile records confirm that on September 9, 2016, replacement equipment was ordered for Mr. [redacted]’s non-working Apple iPhone 6s Plus Gray 64GB handset. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment but rather, an empty box was received at our National Return Center (“NRC”). As such; Mr. [redacted] was charged $849.73 for the non-return fee and applicable taxes. It is important to note that the possibility of a non-return fee was disclosed to Mr. [redacted] at the time the exchange was processed.
Please note that after further review, T-Mobile found that the aforementioned device is being utilized on a separate account that was in communication with Mr. [redacted]’s mobile number ending in 8828 in October of 2016. As such, T-Mobile respectfully declines to remove the non-return fee from Mr. [redacted]’s account and considers the charge valid and owed.
In an effort to amicably resolve the matter, although it is outside the seven day timeframe provided to customers to return their original handset following a Limited Warranty Exchange, T-Mobile will allow Mr. [redacted] to return the handset, in good working condition, within 30 days of this letter, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $849.73 to the account for the non-return fee. T-Mobile recommends that Mr. [redacted] utilize a traceable carrier and obtain a tracking number upon mailing. Additionally, T-Mobile requests that Mr. [redacted] disable the “Find My iPhone” security feature on the handset prior to mailing. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted] Executive Response

June 8, 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 26, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his data allotments. In late 2013, T-Mobile began offering customers on eligible Simple Choice rate plans the largest global data coverage area included at no extra charge. This global freedom, known as Simple Global, was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries).
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, 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 Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.
T-Mobile records confirm that Mr. [redacted] is receiving notification that he has reached his domestic data roaming allotment. The domestic data roaming allotment varies by data rate plan. Our records indicate that Mr. [redacted]’s data plan includes 50 megabytes of domestic data roaming per billing cycle on each of his mobile numbers. T-Mobile provides data usage alerts via text message when domestic data roaming usage reaches 80% of the allotment and then again at 100%. Mr. [redacted] can also view his usage at any time through the MyAccount feature on his device. Once the data roaming allotment is reached, data service will be suspended until the beginning of Mr. [redacted]’s next billing cycle in accordance with our Terms and Conditions. Please note that data services are also restored when Mr. [redacted] returns to the T-Mobile network or if he selects a data plan with a higher domestic data roaming allotment. Mr. [redacted] can also use a Wi-Fi service while roaming to obtain unlimited access to data.

Our records confirm that on May 14, 2017, Mr. [redacted] reached his domestic data roaming allotment. As such, domestic roaming functionality was suspended until May 27, 2017; the start of Mr. [redacted]’s next billing cycle. T-Mobile regrets any inconvenience to Mr. [redacted]. Should Mr. [redacted] wish to increase his domestic data roaming allotment, or wish to discuss this matter further, he may contact me 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

February 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 28, 2017, regarding the above-referenced account. T-Mobile records confirm that Ms. [redacted] activated on November 27, 2016, and is referring to our 2016 Magenta Port-in offer. The 2016 magenta Port-in offer offered customers who ported their mobile numbers over between November 24, 2016 through December 21, 2016, $200.00 back when they port their mobile number to T-Mobile, trade-in their previous carrier’s device, and subscribed to a qualifying unlimited plan. Please be advised T-Mobile has no record of Ms. [redacted] rebate submission request for the mobile number ending [redacted]. As a result a $200.00 gift card was not provided to Ms. [redacted] for the mobile number ending in [redacted]. Nevertheless, in an effort to amicably resolve this matter, T-Mobile applied a credit in the amount of $200.00 to the account balance. Ms. [redacted] account now reflects a remaining balance of 77.44 which represents the remaining charges on the billing statement dated January 28, 2017. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

I receivedmy refund on Monday.  This took over 6 weeks to get and filing with the BBC to get someone from T mobile to respond.  When I chose T mobile I asked repeatedly if I would have service where I live. I had 3 representatives tell me the phones would work. My phones through [redacted] where disconnected because we thought we had service.  I feel your company really needs to research where there company has service. I also think they need to work on customer service, I spent on average 2 hours each week trying to get answers. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

September 24, 2015 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 10, 2015, 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 regrets any frustration Mr. [redacted] encountered with his refund request. On September 9, 2015, we spoke with Mr. [redacted] and during this conversation we advised him that we would be refunding his August 29, 2015, payment back to his checking account ending in [redacted]. Furthermore, on the same date, we applied a $35.00 credit to Ms. [redacted]’s account to ensure that the balance would remain at $451.24. Unfortunately, due to an administrative error, the $35.00 credit was reversed from Ms. [redacted]’s account and refunded as a prepaid debit card mailed to the billing address. In an effort to resolve this issue, T-Mobile has reapplied the $35.00 credit to Ms. [redacted]’s account and we have successfully refunded Mr. [redacted] August 29, 2015, back to his checking account. This credit reduced Ms. [redacted]’s outstanding balance to $451.24. However, since the credit has been applied a payment of $75.00 has been applied to the account further reducing the balance to $376.24. T-Mobile regrets any inconvenience to Mr. [redacted]. T-Mobile regrets any frustration Mr. [redacted] encountered with our Handset Upgrade Program. It is important to note that Ms. [redacted]’s account must have a current balance in order to view pricing and place orders through our Handset Upgrade Program. Our records confirm that Ms. [redacted]’s account currently has an outstanding balance of $376.24, which includes monthly access charges and applicable taxes through August 27, 2015, and that the full outstanding balance is past due. As such, the Handset Upgrade Program will not be available for any of the numbers on Ms. [redacted]’s account. 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. Brian W[redacted] Executive Response

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted]  Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated February 9, 2018, regarding the above-referenced account.  T-Mobile sincerely regrets any inconvenience that Mr. [redacted] has experienced regarding the 2016 September iPhone 7 Trade-Up Offer.  T-Mobile records indicate that from September 9, 2016, through September 25, 2016, qualified customers who traded-in an Apple handset could receive an iPhone 7 for free through monthly promotional bill credits when purchased on the Equipment Installment Plan (“EIP”) program and enrolled in the T-Mobile ONE rate plan. T-Mobile records indicate that on September 9, 2016, Mr. [redacted] purchase of an Apple iPhone 7 Plus 32GB Silver handset utilizing EIP.  Mr. [redacted] was not asked to remit a down payment and agreed to a series of 24-monthly installments in the amount of $32.09.  At the time of the order placement, Mr. [redacted] traded-in an Apple iPhone 6S handset but the account was not enrolled into the T-Mobile ONE rate plan at the time of purchase to qualify for the offer. T-Mobile records further indicate that on September 15, 2016, Mr. [redacted] agreed to a Change of Responsibility (“COR”) for the mobile numbers ending in 6367, 1868, 0917, and 2866 to a business account enrolled in the T-Mobile ONE rate plan, successfully cancelling the personal account so that he may be qualified to receive the offer on the business 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 requesting a COR, Mr. [redacted] was advised that he would be financially responsible for the account and all equipment until the transfer is completed.T-Mobile investigated this matter and found that the COR for Mr. [redacted]’s mobile numbers ending in 6367, 1868, 0917, and 2866 was processed on September 15, 2016.  However, the EIP for the mobile number ending in 2866 for the Apple iPhone 7 Plus 32GB Silver was not transferred to the new account to receive the offer.  As such, the EIP accelerated on Mr. [redacted]’s personal account in the amount of $769.99, resulting in a revised final credit balance of $1,643.11.  It is important to note that the outstanding credit balance on Mr. [redacted]’s personal account was a result of overpayment of monthly access charges and equipment.  Further, Mr. [redacted] has continued to receive tax adjustments for the account totaling $5.82, resulting in a current outstanding credit balance of $1,648.93.Nevertheless, as a gesture of goodwill, T-Mobile contacted Mr. [redacted] on February 10, 2018, to offer a refund of the promotional value of the September iPhone 7 Trade-Up Offer in the amount of $649.99.  Additionally, T-Mobile agreed to refund the outstanding overpayment in the amount of 1,648.93, resulting in a total refund in the amount of $2,298.92.  Upon speaking with Mr. [redacted], he has accepted this offer as a resolution for his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Jhayd G[redacted] Executive Response

April 25, 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 11, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding the lease of her handsets. T-Mobile records indicate that on December 19, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with two iPhone 6S Plus 16GB devices.
Please be advised, JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
Furthermore, T-Mobile records confirm that Ms. [redacted] has the option to cancel her leases and return the handsets. As an alternative, should Ms. [redacted] wish to own her devices, she may pay the $191.99 remaining balance for the purchase option price on each handset at the time the lease ends.
It is important to note that pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers 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 their billing statement remittance slip.
As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. As Ms. [redacted] mentions in her letter to your office, T-Mobile records indicate that between December 24, 2016, and April 6, 2017, Ms. [redacted]’s account has been credited a total of $182.32 in restoral fees for previously resolved concerns. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

February 7, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 2, 2018, regarding the above-referenced account.  T-Mobile is pleased to advise that Ms. [redacted]’ concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her promotion concerns.  T-Mobile records indicate that on November 25, 2017, and December 6, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy GS8 handsets.  At the time of purchase Ms. [redacted] was required to remit a $30.00 down payment for each handset and agreed to a total of 24 monthly payments of $30.00 for each handset. The promotion that Ms. [redacted] is referring to in the letter to your office is our Magenta Samsung BOGO offer.  From November 17, 2017, through December 24, 2017, new and existing who bought a new Samsung Galaxy S8, S8 Plus, S8 Active, or Note8 on EIP could get a second Samsung Galaxy S8, S8 Plus, S8 Active, or Note8 on us (of equal or less value; $820.00 max value via rebate) when they also purchased it on EIP and activated at least one new line of service to be used with one of the new devices on a qualifying rate plan during the promotional period.  Please be advised that Ms. [redacted] did not activate a line of service which disqualified her from receiving this offer. On February 1, 2018, as a courtesy T-Mobile removed the remaining EIP balance for one of Ms. [redacted]’ Samsung GS8 handsets.  In addition, we have provided credit of $60.00 to reimburse Ms. [redacted] for the two months she was billed for this handset.T-Mobile contacted Ms. [redacted] On February 3, 2018, and advised her of the above.  We provided an additional credit of $30.00 to reimburse Ms. [redacted] for the $30.00 down payment she remitted at the time of purchase.  Ms. [redacted]’ current balance is $252.00 and as a courtesy T-Mobile has provided a hold through March 1, 2018, to provide additional time to remit payment.  In addition, Ms. [redacted] has been advised that her expected monthly recurring charge will be $152.00 going forward.  Ms. [redacted] has accepted this as a resolution to her concerns. 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 C[redacted]Executive Response

Hello:
   My name is [redacted], and I filed the complaint Number listed in the subject of this email. I failed to respond to the complaint I filed, and the case was closed, indicating that I was still dissatisfied. I apologize for my failure to respond, but I was away on business. I would like the record to be corrected, as T-Mobile did step up and credit me the disputed amount. Is there any way to change the status of my request to "resolved" or "satisfied"?
 
I apologize for my failure to respond
Sincerely
[redacted]

June 1, 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 19, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her recent insurance claim through Assurant Solutions Inc. (“Assurant”). Our records indicate that on April 24, 2016, Ms. [redacted] contacted Assurant to file an insurance claim for a damaged handset. Our records confirm that on April 25, 2016, Ms. [redacted]’ insurance claim was authorized and shipped by Assurant, and was delivered on April 26, 2016. Please note the replacement handset included a prepaid mailing label and packaging for the return of the claimed handset directly to Assurant. We are sorry to hear that the handset was delivered to the wrong address and had to be rerouted; it is important to note that the claim and delivery process was handled by Assurant. A review of Ms. [redacted]’ account confirms that she has not been assessed any non-return fee by T-Mobile or for T-Mobile on behalf of Assurant. In addition, it is important to note that although Assurant asks that claimed handsets be returned to them within seven days of delivery of the replacement device, they will not charge customers a non-return fee until 60 days following the delivery of the replacement handset. Please note that a search for Ms. [redacted]’ handset confirms that the device was errantly returned to the T-Mobile warehouse on May 17, 2016. Upon speaking with Ms. [redacted] regarding this matter, she indicated that the device was sent using the enclosed Assurant packaging. In an effort to amicably resolve, this matter, T-Mobile assured Ms. [redacted] that should the $950.00 non-return fee be assessed to her account due to the handset being returned to the wrong warehouse, T-Mobile will remove the fee accordingly. In addition, for her inconvenience in this matter, T-Mobile issued an account credit in the amount of $131.56, bringing the account to a revised zero balance. Ms. [redacted] accepted these offers as resolution in full to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

March 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 March 13, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns to Ms. [redacted] with regards to a handset Equipment Installment Plan (“EIP”) not being transferred during a Change of Responsibility (“COR”). T-Mobile records indicate that on January 11, 2017, a COR was initiated on the above account and mobile number ending in 8004 was transferred to a new T-Mobile account. Our records show that on January 11, 2017, an EIP for a Samsung Galaxy S7 handset was transferred the new T-Mobile account and on January 17, 2017, an EIP for an iPhone 7 tempered glass screen protector was transferred to the new account.
Please note that T-Mobile has attempted to transfer the iPhone 7 EIP to the new account by sending an E-Signature agreement to the account holder of the account but we have not received an agreement signature back and as a result, Ms. [redacted]’s account currently has a remaining EIP balance for the above handset in the amount of $541.63.
On March 21, 2017, in an effort to amicably resolve this matter, T-Mobile has closed out the remaining balance of the iPhone 7 in the amount of $541.63.

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.
Cesar R[redacted]
Executive Response

December 12, 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 a letter dated December 3, 2016, from Ms. [redacted] 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 Ms. [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter
T-Mobile regrets any billing concerns Ms. [redacted] experienced. T-Mobile records confirm that on November 22, 2015, Mr. [redacted] activated four voice lines of service. On that day, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program, with the lease of the following equipment for a term of 18 months:
• Samsung Grand Prime Gray handset, $9.50 per month, plus taxes
• Apple iPhone 6s Rose Gold 16GB handset, $27.00 per month, plus taxes
• Apple iPhone 6s Plus Gold 16GB handset, $31.00 per month, plus taxes
• Apple iPhone 6s Silver 16GB handset, $27.00 per month, plus taxes
Additionally, on the same day, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering, with the purchase of an Apple iPhone 6CM Rose Gold Case and a Samsung Grand Prime screen protector. At the time of Mr. [redacted]’s purchase, he was not required to make a down payment and agreed to 24 monthly installments of $2.09 for the Apple iPhone case and $1.46 for the Samsung Grand prime screen protector.
On March 23, 2016, Mr. [redacted] changed his rate plan to the Simple Choice Family Unlimited Talk and Text with 10GB of data per month, four lines for $120.00, plus applicable taxes. Additionally, Mr. [redacted]’s three voice lines of service with the mobile numbers ending in [redacted] were subscribed to the Premium Handset Protection feature for $12.00 per month, per line of service. Therefore, with approximate taxes, Mr. [redacted]’s monthly recurring charges totaled $296.31.
On April 13, 2016, Mr. [redacted] closed his JUMP! On Demand lease on his on the mobile number ending in 2656 and traded-in the Apple iPhone 6s Rose Gold 16GB handset for an Apple iPhone 6s Gold 64GB handset. At the time of Mr. [redacted]’s new lease agreement, he was required to pay a capital cost reduction of $99.99. Mr. [redacted] then agreed to a series of 18 monthly lease payments of $26.00.
On August 12, 2016, Mr. [redacted] subscribed to the Simple Choice Unlimited Data with 14GB of mobile hotspot feature for $15.00 per month, plus taxes, on the mobile number ending in [redacted], increasing Mr. [redacted]’s monthly recurring charges to $311.31.
Records confirm that on October 23, 2016, Mr. [redacted] changed his rate plan to the T-Mobile One rate plan for $130.00 per month for the first two lines, plus applicable taxes. Mr. [redacted]’s additional two voice lines of service are $25.00 each per month, plus applicable taxes. It is important to note that with the T-Mobile One rate plan, all voice lines of service receive unlimited data. Therefore, with approximate taxes, PHP and the above referenced lease payments, Mr. [redacted]’s monthly recurring charges were expected to be approximately $350.92 per month. T-Mobile regrets any confusion this may have caused Mr. [redacted] and Ms. [redacted].
In an effort to amicably resolve the matter, on December 7, 2016, T-Mobile changed and backdated Mr. [redacted]’s rate plan to a previously grandfathered rate plan, the Select Choice Family Unlimited Talk and Text rate plan for $50.00 per month, plus applicable taxes. Additionally, on the line ending in [redacted], Mr. [redacted] is subscribed to the unlimited data feature with 5GB of mobile hotspot, for $20.00 per month, plus taxes. Based on Mr. [redacted]’s usage over the last four months, T-Mobile subscribed Mr. [redacted]’s voice line of service ending in [redacted] to the 3GB of data, for $10.00 per month, and lines ending in 2656 and 0931 to the 6GB of data, for $15.00 per month, per line of service. With the above-mentioned handsets and approximate taxes, Mr. [redacted]’s monthly recurring charges are estimated to be $285.35 per month, which is the approximate amount Ms. [redacted] requested in her correspondence to your office.
On the same day, T-Mobile applied a courtesy credit of $190.47, for the difference in what Mr. [redacted]’s account was charged for the billing cycle charges from September 23, 2016, through December 22, 2016. As Mr. [redacted]’s account had a balance of $392.97, for the billing cycle charges from November 23, 2016, through December 22, 2016, the credit reduced the balance owed to $202.50. Should Mr. [redacted] wish to discuss the matter further, he may contact me directly at the number listed. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana [redacted]
Executive Response