T-Mobile Usa Inc

July 6, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 30, 2015, regarding the above-referenced account. T-Mobile sincerely regrets any concerns Mr. [redacted] has experienced with accessing his account information at www.my.T-Mobile.com. Please note that T-Mobile’s support teams have been engaged and are currently working toward resolving Mr. [redacted] concerns with his my.T-Mobile.com account. T-Mobile spoke with Mr. [redacted] and advised that we will continue to work toward a resolution and will maintain regular contact with him until his issue has been resolved to his satisfaction. In an effort to amicably resolve this matter, T-Mobile has applied a $129.07 credit to Mr. [redacted] account to bring his outstanding balance to zero. Mr. [redacted] may verify that he has a zero balance by dialing #225# on his device. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Name: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account. 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]’ concerns within this letter.
T-Mobile regrets hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As can be expected, there are several eligibility requirements for the above promotion. In order to qualify for the offer, customers, like Ms. [redacted], must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com.
Regretfully, T-Mobile was not able to locate Ms. [redacted]’s Carrier Freedom submission. As such, it is T-Mobile’s position that Ms. [redacted] does not meet the requirements for reimbursement.
However, upon review of Ms. [redacted]’ correspondence and in an effort to amicably resolve this matter, T-Mobile has agreed to honor the full terms of the Carrier Freedom offer. Ms. [redacted] will need to provide an unaltered copy of the final billing statement reflecting the early termination fee incurred with her previous carrier to [redacted]@T-Mobile within 30 days of this letter. 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 P[redacted] Executive Response

September 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [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 14, 2017 regarding the above-referenced account. Please be advised T-Mobile has attempted to contact Ms. [redacted] on multiple occasions, however; our attempts have been unsuccessful.
T-Mobile regrets hearing of any service issues Ms. [redacted] may be experiencing. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues.
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.
Ms. [redacted] may contact our Customer Care department at 1-800-937-8997 for troubleshooting on the device so that we can determine the root cause of the issue. Once the cause of the issue is determined, we can rectify the issues Ms. [redacted] is experiencing.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Felicia P[redacted]
Executive Response

August 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 17, 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 her concerns within this letter.   T-Mobile regrets any unauthorized charge concerns Ms. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.   T-Mobile records indicate that on June 20, 2017, Ms. [redacted]’s account qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus handset.  Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $49.99 and agree to a series of 24 monthly installments in the amount of $30.00.   On June 20, 2017, a payment in the amount of $198.78 was received on Ms. [redacted]’s account.  Please be advised that on June 29, 2017, the payment was backed out and returned.  Please be advised that if a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00.  In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service.   On July 19, 2017, T-Mobile determined that the Apple iPhone 7 Plus handset purchase on EIP was not authorized by Ms. [redacted] and we closed the associated EIP. On July 24, 2017, T-Mobile issued a credit in the amount of $30.00 for the monthly EIP charge from the June 25, 2017 billing statement.   The billing statement issued on July 25, 2017, reflected a balance of $243.04 due by August 17, 2017, and consisted of a past due balance of $49.61, returned payment fee, monthly access charges from June 25, 2017 through July 24, 2017, and applicable tax.   On August 13, 2017, Ms. [redacted]’s account was suspended for non-payment.  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] made a payment on August 13, 2017, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.    In an effort to amicably resolve this matter, on August 27, 2017, T-Mobile issued a credit in the amount of $204.56 for restore from suspension fees, returned payment fee, monthly access charges from June 25, 2017 through July 24, 2017, and applicable tax.  As of August 27, 2017, Ms. [redacted]’s account reflects a zero balance.  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.   William B[redacted] Executive Response

July 24, 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 12, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding international calling charges. T-Mobile strives to provide the best experience to our customers while both in United States and while traveling abroad. T-Mobile offers a variety of options to ensure our customers have a stress free experience when traveling this includes our Simple Global initiative which provides discounted calling and free unlimited text and data when visiting 140 plus countries. T-Mobile also rates calls and texts to the United States when using Wi-Fi at no charge.
T-Mobile records confirm that Mr. [redacted]’s July 2, 2017, billing statement included $533.51 in charges for international calls and text messages. The billing statement further confirms the June 2, 2017, through July 3, 2017, billing cycle contains calls and text messages made from out of the country using Wi-Fi services, these calls received the appropriate $0.00 rate. The billing statement also contains service charges for text messages and calls made while outside of the United States to international numbers and United States based numbers, however these calls were not made while connected to a Wi-Fi network and received the standard world travelling rate for Nigeria of $4.19 a minute for phone calls and $0.50 per text message was applied.
In effort to amicably resolve this matter, T-Mobile agreed to apply a credit of $533.51 for the international charges. Following the adjustment Mr. [redacted]’s account reflects a balance of $213.79.
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

October 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
[redacted]...

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account name of record is [redacted] and that Mr. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Upon reviewing the address listed on Mr. [redacted]’s account, T-Mobile found that his area is served by our network with the following spectrums: LTE 2100 MHz as well as1900 MHz for 4G services. Mr. [redacted]’s area is also served by our 2G technology. Additionally, T-Mobile confirmed that Mr. [redacted] is utilizing a T-Mobile branded Samsung S7 Edge which is capable of accessing all of the above-referenced spectrums.
T-Mobile has reached out to our network engineers who have completed a review of our network and determined that the issues Mr. [redacted] is experiencing are not related to network settings, and is either hardware or software related.
In an effort to further troubleshoot Mr. [redacted]’s issue, on October 12, 2017, T-Mobile placed an order for a new sim card, and will follow up with Mr. [redacted] to ensure this is matter is resolved. Should this effort fail, T-Mobile will continue to work with Mr. [redacted] until a satisfactory resolution is obtained.
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]

Complaint: [redacted]
I am rejecting this response because:
I made the unlock request on May 12.  I was told to wait 24 hours after receiving the instructional email to unlock my phone.  I waited more than 24 hours, ported out my number only to find that my phones were still not unlocked.  I had to buy a new phone so I could work.  T Mobile couldn't unlock my phones until the night of the 14th.  They failed to meet their obligations, costing me the money for a new phone, and the wasted time of speaking to them numerous times, to no avail.  My phones are fixed now, my account is closed, and im out $700 on a new phone, because I have to have it for work.  
Sincerely,
[redacted]

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], including an email sent on March 14, 2017, requesting for the best time and day for T-Mobile to contact him and are awaiting a response.
On March 21, 2017, T-Mobile attempted to contact Mr. [redacted] via the mobile number ending in [redacted]. Additionally on March 29, 2017, T-Mobile sent a follow up email requesting the best day and time to contact Mr. [redacted] and we did not received a response either by phone or email. Finally, on March 30, 2017, T-Mobile attempted to contact Mr. [redacted] via the mobile number ending in [redacted] which was also unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any continued concerns Mr. [redacted] has in regards to the Free Add-A-Line: This ONE’s On Us promotion. Please be advised that, as mentioned in our correspondence dated March 21, 2017, T-Mobile has been unable to substantiate Mr. [redacted]’s request to activate a new line on March 4, 2017.
T-Mobile further regrets any concerns Mr. [redacted] experienced in regards to his www.my.t-mobile.com account. T-Mobile very much wishes to assist Mr. [redacted] with this matter as we understand the importance of customer’s ability to manage their account in the manner that bes suits their needs. If Mr. [redacted] continues to have issues with his online account we request he contact Customer Care to complete troubleshooting.
T-Mobile is happy to learn that Mr. [redacted] is excited about our Un-Carrier offer, T-Mobile Tuesdays, and appreciates his concerns regarding the use of the service. Due to an overwhelming response to T-Mobile Tuesdays, some customers have experienced difficulties in downloading the application and redeeming some offers. Please note that some offers are limited, such as the “FandangoNOW” offer from Fandango. T-Mobile records confirm that on February 28, 2017, Mr. [redacted] did contact Customer Care to report a redemption issue however our records confirm that the prizes had been redeemed for both of his mobile lines of service. T-Mobile does regret any inconvenience to Mr. [redacted] and his family, and respectfully decline any credits or compensation regarding this matter as it is a weekly offer.
T-Mobile is glad to hear that the promotional pricing for the 2016 Samsung/LG Black Friday promotion has been honored for Mr. [redacted]. Additionally T-Mobile is glad to hear that Mr. [redacted] was able to receive the benefits of the 2016 Magenta Port-In and Trade-In 2 Lines On Us promotion by receiving his $200.00 rebates.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our ECR.
T-Mobile regrets that Mr. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in his letter to your agency. However, should Mr. [redacted] not wish to continue service with T-Mobile, we will allow him to cancel his T-Mobile service and we will waive any remaining installment obligations that he currently has remaining on his devices, provided only that Mr. [redacted] return his devices in like new condition within 30 days of the date of this letter addressed to:
T-Mobile Executive Response
Attention Juan B
1201 Menaul Blvd NE
Albuquerque, NM 87107
However, should Mr. [redacted] wish to continue his T-Mobile service, he is welcome to do so with the understanding that T-Mobile respectfully declines his request for any additional compensation to be provided to him outside of T-Mobile guidelines including in relation to the matters voiced in his most recent letter to your office. We regret any inconvenience to Mr. [redacted] and appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted]
Executive Response

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]

March 8, 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 March 2, 2016 regarding the above-referenced account. Please be assured that T-Mobile strives to resolve our customers concerns in a timely manner and we regret that we have been unable to speak with Ms. [redacted] directly. T-Mobile reached out to Ms. [redacted] on March 4, 2016, and March 7, 2016. Please note that T-Mobile will continue to work with Ms. [redacted] until an amicably resolution is agreed upon regarding her equipment and her final balance. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Luv V[redacted] Executive Response

December 29, 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 December 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] may have experienced in regard to his coverage. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has reviewed Mr. [redacted]’s coverage and confirms that he is in an area with 4GLTE coverage connectivity. Please be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching the device and is the reason WiFi calling, if available, is suggested as a supplemental connection source. Our records do not indicate that Mr. [redacted] contacted us to resolve his concerns with signal issues. However, our records do indicate that Mr. [redacted] has contacted T-Mobile regarding device issues and Mobile Device Unlock concerns. Mr. [redacted]’s average data usage over the last three billing cycles from August 28, 2016, through November 27, 2016, is approximately 12 gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,000 minutes used. This is based on a combined total of usage for all three lines on the account, month over month. Our records suggest service is being utilized on Ms. [redacted]’s account. Should Mr. [redacted] continues experiencing issues with his coverage, we ask that he contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issue. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sharon B[redacted] Executive Response

January 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 December 23, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding T-Mobile’s 2016 Magenta Port-In promotional offer. From November 24, 2016, through December 21, 2016, for a limited time, customers were able to bring their own device and port-in and active service with a T-Mobile ONE or a qualifying Simple Choice Unlimited plan in order to receive a $10.00 bill credit for 20-months per line of service. Ms. [redacted]’s account is subscribed to the Simple Choice North America Unlimited Talk, Text, and Data rate plan starting at $80.00 per month for two lines and $10.00 per month per additional line of service. Please note that this is a highly discounted promotional rate plan which is not eligible for the above-referenced promotional offer. Nevertheless, upon speaking to Mr. [redacted], on December 26, 2016, in an effort to amicably resolve the matter, T-Mobile agreed to apply a credit in the amount of $800.00 toward the account which is equivalent to the total value of the above-referenced promotional offer. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. Ms. [redacted]’s account remains active with a credit balance of $674.16. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

November 11, 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 2, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets Mr. [redacted]’s coverage issues he has been experiencing in his home location, at his mother’s home location and at his work location. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home, mother’s home or at work. We regret any coverage issues Mr. [redacted] and his family have 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 Mr. [redacted]’s area, T-Mobile shows that he should expect excellent coverage in all areas that he references in his correspondence. After T-Mobile’s Executive Office made contact with Mr. [redacted], it is T-Mobile’s determination that Mr. [redacted]’s current handset is not compatible with the network in his area and T-Mobile is always inspired to evolve and modernize the coverage in all areas, including the locations he references. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to assist Mr. [redacted] in taking advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S device that is currently compatible with network in his area. 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-monthly installments. In addition, T-Mobile’s Executive Office, he agreed to allow Mr. [redacted] to obtain the device with no required down payment; however, he agreed to a series of 24-monthly installments in the amount of $12.50, which will appear on the first bill following the purchase of the device. In addition, T-Mobile has agreed to pay an amicably agreed upon down-payment and the tax of the device ordered. Should Mr. [redacted] continue to experience issues with the coverage in his home area, at his mother’s home area and at his work location, we will work with him to come to a satisfactory agreement in which he will make contact with me directly to discuss alternative options. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Lupe C[redacted] Executive Response

December 12, 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 December 2, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
T-Mobile regrets any inconvenience Ms. [redacted] had experienced regarding the 2016 Apple Black Friday offer and appreciates the opportunity to respond to her concerns.  On November 24, 2016, through November 27, 2016, T-Mobile began offering a phenomenal 2016 Apple Black Friday offer. Existing or new customers that purchase a new iPhone 7 or iPhone 7 Plus on an Equipment Installment Plan (“EIP”) will receive monthly EIP bill credits to reduce the total cost of the new phone.  It is important to note that in order to take advantage of this offer, customers had to trade-in their fully owned qualifying phone and sign up for T-Mobile ONE rate plan or have a qualifying unlimited data feature.
 
Additionally, the trade-in device must be in good working order with no physical or liquid damage and if trading in an iPhone, the “Find My iPhone”, feature must be disabled.  If the above requirements are not met the customer would not qualify for the promotion. 
 
Our records reflect that on November 25, 2016, Ms. [redacted] contacted T-Mobile Customer Care in order to take advantage of the 2016 Apple Black Friday offer. The representative changed her plan to the T-Mobile ONE rate plan effective December 23, 2016, but referred her to the T-Mobile retail location to pay the remaining balance of her iPhone 6s’s currently on JUMP! On Demand (“JOD”). Please note that JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.
 
As such, Ms. [redacted] visited a T-Mobile retail location and made a one-time payment in the amount of $409.18 to pay the remaining balance of her iPhone 6S Plus for her number ending 5794. Additionally, a JOD upgrade was completed on her number ending [redacted], closing the remaining balance of her Apple iPhone 6S Plus in the amount of $391.31 and starting a new JOD for the Apple iPhone 7 32 gigabytes (“GB”). However, we do not show any record of any other orders being processed. We apologize if it was not Ms. [redacted]’s intention to complete the JOD upgrade and if she was requesting upgrades to be processed on her other numbers. 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 retail location.
 
Although, it is now outside the offer timeframe, T-Mobile contacted Ms. [redacted] on December 12, 2016, to honor the 2016 Apple Black Friday offer. As such, T-Mobile ordered an Apple iPhone 7 Plus 32 GB at no cost to her and an Apple iPhone 7 Plus 128 GB for $100.00 on EIP. Additionally, we have closed out her JOD for the Apple iPhone 7 with a one-time payment of $391.31, which she has accepted as 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.
 
Christina S[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because I have not heard from T Mobile to confirm their intentions or actions. 
 
 
Sincerely,[redacted]

July 28, 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 16, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any billing concerns Ms. [redacted] may have experienced. T-Mobile records confirm that on the date of activation, March 26, 2017, Ms. [redacted] enrolled her account in AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. In review of the account payments are due by the third of the month with the AutoPay withdraw date being up to three days prior.
Please be advised that May 27, 2017, a billing statement generated reflecting a past due balance of $167.81 and new charges in the amount of $162.50 for a total balance due of $430.31 which was due by June 19, 2017. T-Mobile records confirm that on May 27, 2017, Ms. [redacted] established a payment arrangements to pay $33.56 on June 3, 2017, and $134.25 by June 17, 2017, via a future dated payment with her checking account on file to cover the past due balance. Ms. [redacted]’s first payment of the two part payment arrangement was not received due to insufficient funds and as such her account was suspended due to non-payment on June 5, 2017. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and 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] remitted a payment on June 6, 2017, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Please be assured that T-Mobile strives to provide world-class Un-carrier experience 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.
Please note that conversation recordings with our Customer Care are for quality purposes and are considered proprietary information. Please be advised that the information not contained in Ms. [redacted]’s billing statements such as call recordings with our Customer Care require a lawfully compelling instrument such as a subpoena, court order, or warrant. Said documents will need to be directed to the attention of T-Mobile’s Law Enforcement Relations group at 4 Sylvan Way, Parsippany, NJ 07054 or via facsimile 973-292-8697.
In an effort to amicably resolve this matter T-Mobile has credited Ms. [redacted]’s account $240.00 for the restore from suspension fees. This updated the balance to $608.16.
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

May 6, 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 April 25, 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. T-Mobile regrets any concerns Ms. [redacted] may have experienced with her father’s account. Please note that T-Mobile takes account security seriously, authorized users are granted certain permissions by the primary account holder in order to make account changes, but only the primary account holder may request to cancel a line of service. On April 28, 2016, T-Mobile spoke to Ms. [redacted] and advised her that only the account holder could cancel a line of service. Ms. [redacted] stated that Mr. [redacted] was unable to speak or visit a T-Mobile store to authorize the cancelation. As such T-Mobile recommended that Ms. [redacted] mail in a signed and notarized Power of Attorney with a valid date so she may be able to process the cancelation request. Ms. [redacted] was advised to send the correspondence to the following address: [redacted] In a continued effort to work with Ms. [redacted] per her request the mobile numbers ending in [redacted] and [redacted] where suspended and going forward she would be would bill $10.00 for each line for a maximum period of three months. A $20.00 courtesy credit was applied to Ms. [redacted]’s account leaving a remaining balance of $547.97. Ms. [redacted] accepted the resolution and had no other 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. Robert R[redacted] Executive Response

February 23, 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 February 9, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account billing and our Carrier Freedom program. Please be advised that the Carrier Freedom program does not pay the previous carrier directly, but is intended to be a reimbursement of the Equipment Installment Plan ("EIP") or ETF up to $650.00 per line that meets the program eligibility. Please note that Mr. [redacted] initial submission was denied as his account was not in good standing therefore a reimbursement card was not sent. T-Mobile records confirm that on July 10, 2015, and on November 25, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch handset. Please note that on December 9, 2015, Mr. [redacted] returned his Alcatel One Touch handset within the return period. Additionally, Mr. [redacted] took advantage of our leasing option under our JUMP! on Demand (“JOD”) offering with the leasing of two Samsung Galaxy S6 handsets. Please note that JOD is a leasing, not purchasing option and does not include the Premium Handset Protection coverage. JOD provides customers another affordable option to use the best new devices on our amazing Data Strong network. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Customers may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of device. Customers only pay taxes on the capital cost reduction at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service bill. At the end of the 18 month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. It is important to note that Mr. [redacted] was outside the return period for the two Samsung Galaxy S6 handsets. Our records confirm that on November 25, 2015, Mr. [redacted] activated 3 additional lines ending in [redacted] Moreover, our records confirm that on December 6, 2015, Mr. [redacted] transferred his mobile numbers ending in [redacted] and [redacted] to another service provider. Mr. [redacted] account still had three active numbers on the account at the time of the port out and on January 6, 2016, pursuant to his request upon calling Customer Care, T-Mobile cancelled the remaining lines on the account. Accordingly Mr. [redacted] was billed through January 6, 2016, on his following billing statement. Additionally, if a customer has an open EIP or JOD and the account is canceled, any remaining open EIP and JOD balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP and JOD agreement provided at the time of purchase. So when Mr. [redacted] account was cancelled the remaining balance of $1,318.60 was accelerated to the final bill dated January 24, 2016, bringing the total balance owed to $1,853.99, which is comprised of his monthly recurring charges from the billing statements dated October 24, 2015 through January 24, 2016 and the accelerated JOD payments. In an effort to amicably resolve Mr. [redacted] concerns, on February 17, 2016, T-Mobile issued a credit in the amount of $551.93, equivalent to the two months of service and the startup costs for the three lines of service that were activated on November 25, 2015. Additionally, T-Mobile applied an adjustment of $190.00 to Mr. [redacted] account, which is equivalent to the two early termination fees from his previous carrier. T-Mobile also placed a 90 day collection hold on Mr. [redacted] account as he has advised T-Mobile that he will pay off the equipment. At which time, Mr. [redacted] will need to contact me at the number provided below to get the handsets unlocked. Please note that Mr. [redacted] account remains cancelled with a balance of $1,110.00. 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

April 21, 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. T-Mobile is pleased to inform you we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with our Carrier Freedom program. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.
T-Mobile records indicate that Ms. [redacted] previously submitted a request for our Carrier Freedom program under a different account under the name Ms. [redacted] also known as Ms. [redacted]. As per T-Mobile policy this offer is one per subscriber. Customers who leave T-Mobile and come back are not eligible for the offer a second time. For customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a one-time credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then sent to the customer in the form of a prepaid debit card. Our records reflect that Ms. [redacted] received a trade-in credit of $411.25 at the time of activation. Ms. [redacted] has submitted a final bill to T-Mobile from her previous carrier in the amount of $2,541.48.
In an effort to amicably resolve Ms. [redacted]’s concern, and based on the amount owed of $2,541.48 to her prior carrier and approval of her reimbursement request, she was sent a prepaid debit card in the amount of $2,130.23. Please note that it may take up to 10 business days for receipt.
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 this may have caused Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Carlos T[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]