T-Mobile Usa Inc

February 22, 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 February 9, 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 billing. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. T-Mobile records confirm that Ms. [redacted]’s billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19th. If during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict charges outside of their normal monthly reoccurring charges in advance; this is also true of the adding or removal of monthly billed features performed mid cycle.
T-Mobile records show that Ms. [redacted]’s billing statement from October 27, 2016, through November 26, 2016, due December 19, 2016, was for $348.34, which included a past due amount of $161.30 from her previous billing statement as well as monthly recurring charges, taxes, and applicable fees for the period of October 27, 2016 through November 26, 2016. Our records confirm that on November 7, 2016, the above-referenced account was suspended for non-payment.
Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a $20.00 per line fee may be assessed. Ms. [redacted] remitted a payment on December 13, 2016 in the amount of $61.60.
Ms. [redacted]’ following billing statement from November 27, 2016, through December 26, 2016, due February 19, 2017, was for $394.99 which included a past due balance in the amount of $235.99 and monthly recurring charges, taxes, and applicable fees for the period of November 27, 2016 through December 26, 2016. T-Mobile records confirm that Ms. [redacted] remitted payments on December 28, 2016, January 25, 2017, in the amount of $77.22, on February 10, 2017, in the amount of $94.19, and on February 16, 2017, a payment of $108.46 was made leaving the account balance in the amount of $128.05.
T-Mobile records confirm that Ms. [redacted] is currently on our Simple Choice North America plan for $50.00 a month with 6GB of high speed data. Further records confirm that from October 27, 2016, through November 26, 2016, Ms. [redacted] used 7.78 GB of data. From November 27, 2016, through December 26, 2016, Ms. [redacted] used 6.86 GB of data. From December 27, 2016, through January 26, 2017, Ms. [redacted] used 6.81 GB of data. Therefore, this is the cause of slower speeds of data.
As we want to ensure that our customers are provided the best experience possible, on February 14, 2017, T-Mobile educated Ms. [redacted] on Bill Current and offered to adjust $128.05 on her account as a gesture of goodwill. Additionally, T-Mobile offered to change Ms. [redacted]’ rate plan to our grandfathered Select Choice plan for $45.00 per month including unlimited data resulting in a lower bill with more data. Ms. [redacted] has agreed to and 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

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] ps.  I shall give it a shot an see if it does anything but also my other line I have that gets used the phone is about a yr old an is having alot of issues. is there anything you could do for that one.  since it should be still under warrenty

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. Please note, that Ms. [redacted] was able to speak with me, which is not stated in their response. Also, although the response clarifies the parameters of our plan and the total amount of our monthly payments. They did nothing to actually rectify the complaint that we initially filed, and it was made clear to me that there is not a way to rectify the complaint we filed unless we change plans, which we do not want to do because none of the other plans offer the data we are looking for at a price that would have been lower than what we were paying with our old phone service. Therefore, although we accept the business's response, we don't actually feel like our complaint was resolved nor do we feel that any continued effort on our part will change that, hence  our choice to accept the business's response.Sincerely, [redacted]

Date Sent: 12/24/2015 2:31:19 PMDecember 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 November 21, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Ms. [redacted] encountered with receiving his refund. Our records confirm that on October 29, 2015, we refunded Mr. [redacted] payments of $449.00 back to him at his billing address with a prepaid debit card. Unfortunately, the address on Mr. [redacted] account was not correct and the refund card was returned as undeliverable. Additional records confirm that on November 2, 2015, Mr. [redacted] remitted another payment toward his account in the amount of $220.00. As such, we verified the correct address with Mr. [redacted] and on December 14, 2015, a prepaid debit card was mailed to him to refund him for all of his payments totaling $669.00. Mr. [redacted] can expect to receive the refund card within 7 to 10 days from the above date. Mr. [redacted] 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. Brian W[redacted] Executive Response

August 21, 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 August 18, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in obtaining his reimbursement. As Mr. [redacted] mentions in his correspondence, T-Mobile has a current promotion whereby we are reimbursing new customers for their early termination fees from their prior carrier when they make the switch to T-Mobile. There are several requirements that must be met in order to be eligible. Our records confirm that Mr. [redacted]’s initial submission on June 24, 2015, was denied on June 29, 2015, due to incorrect documents being received. Additionally, our records confirm that on July 2, 2015, T-Mobile received the second submission for the mobile number ending in [redacted]; however, that second submission was denied due to Mr. [redacted] having made two submissions with two separate bills on the reimbursement request for mobile number ending in [redacted]. Please note that our records confirm on August 17, 2015, a third submission for the above mentioned reimbursement was received. Upon speaking with Mr. [redacted] he states that he did not complete the submission for reimbursement. As a result, T-Mobile has stopped the process for the submission. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has received and reviewed Mr. [redacted]’s submission for reimbursement and we have successfully processed his request. Please note that on August 20, 2015, T-Mobile processed a refund in the amount $300.99, which Mr. [redacted] can expect to receive within seven to fourteen business days. 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. Ruben A[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as Tmobile does as promised I'll be satisfied.  Thanks. 
Sincerely,
[redacted]

March 15, 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 2, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account.
Starting September 9, 2016 through September 25, 2016, for a limited time, new and existing postpaid customers who traded in their fully paid off iPhone were able to get a new iPhone 7 for free via bill credits when purchased on the Equipment Installment Plan (EIP). The trade-in device must be in good working order without physical or liquid damage and have the “Find My Phone” feature turned off; if a trade in a device does need meet these requirements, the customer will not receive the promotion. Eligible customers will see a monthly EIP bill credit start within two bill cycles of the purchase and continue for 24 months.
T-Mobile records indicate that on September 28, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a n iPhone 7 128GB Silver. 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.
Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $99.99 and agree to a series of 24 monthly installments in the amount of $27.09. Regretfully, the T-Mobile warehouse confirmed liquid damage on the traded in handset therefore Mr. [redacted] did not receive his promotional monthly credits.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 8, 2017, we removed the EIP for his iPhone 128GB Silver and credited a total of $235.44 which included $99.99 down payment as well as five $27.09 EIP payments. Mr. [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

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 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. Please be advised that our Customer Proprietary Network Information, or "CPNI", is a particular form of personal information that is generated from the telecommunications services we provide to Mr. [redacted]. CPNI includes, for example, the numbers called, the date and time of calls, the rate plan that applies to the calls made, the number of wireless lines subscribed to, call location information, and certain other information that appears on customer’s monthly billing statements.
Under federal law, Mr. [redacted], as a customer, has a right, and we have a duty, to protect the confidentiality of CPNI. Consistent with this duty, we protect the confidentiality of CPNI, and only disclose it as required or to comply with applicable laws and regulations. Please be advised that although T-Mobile does not release any call record information, T-Mobile allows customers access to these records via www.T-Mobile.com.
It is important to note that T-Mobile shows no record of unauthorized account access. However, as T-Mobile takes account security seriously and we want to ensure that Mr. [redacted] is protected, on April 14, 2017, T-Mobile added an additional password to the account to ensure security of Mr. [redacted]’s account information. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

July 15, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted] concern. T-Mobile records confirm that on June 5, 2014, the above-referenced account was activated with two mobile internet lines and two Apple iPad Air 16GB tablets on T-Mobile’s Equipment Installment Plan (“EIP”). 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. T-Mobile records confirm that the account was canceled on August 18, 2014, due to lack of payment and was referred to collections on September 28, 2014. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile’s Risk Assessment Team and was referred to the collection company for a Collection Dispute Form. Please note that T-Mobile does not have a record of receiving a copy of the dispute form and on July 9, 2015 opened an investigation on Mr. [redacted] behalf. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90 days for this information to be reflected on his credit report. T-Mobile encourages Mr. [redacted] to contact the three major credit bureaus to make them aware that he has been a victim of identity theft. They will instruct Mr. [redacted] further on how to protect himself against future fraudulent activity. Here is the contact information for the three major credit bureaus: • [redacted] PO Box [redacted] Allen, TX 75013-0[redacted] PO Box [redacted] Atlanta, GA 30374 [redacted] PO Box [redacted] Fullerton, CA 92834 [redacted] Fax [redacted] Please note that T-Mobile has also emailed Mr. [redacted] a letter confirming that the account was substantiated as fraud and has been removed from collections for him to provide to the credit bureaus. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: Although I did receive a replacement phone. I constantly get an error message that tells me device failure 500.-113. and I have to restart the phone minimum 3 times a day due to the error message.Sincerely,[redacted]

August 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 August 8, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns regarding payments made to his account and monthly billed charges. T-Mobile records reflect multiple payment arrangements between the dates of February 25, 2017, to July 25, 2017, that were set up for Mr. [redacted]’s account utilizing www.MyT-Mobile.com which used a stored payment method. Please note that once a payment arrangement is accepted it cannot be removed or changed.
On August 8, 2017, upon speaking with Mr. [redacted], T-Mobile assisted him by removing the stored bank account associated with the payment option to prevent additional charges to the bank account. As the payments that were posted utilizing a stored payment method, T-Mobile respectfully declines Mr. [redacted]’s request to refund these payments.
T-Mobile records reflect from September 2, 2016, to August 7, 2017, Mr. [redacted] was enrolled with T-Mobile One rate plan for $75.00 per month, plus applicable taxes and fees. T-Mobile records confirm on August 2, 2017, Mr. [redacted] elected to change his rate plan to the T-Mobile One Tax Included for $75.00 per month. In addition to Mr. [redacted]’s rate plan charges he purchased equipment utilizing our Equipment Installment Plan (“EIP”) offering. On April 5, 2016, an Apple iPhone 6S plus 16 GB handset in space gray was purchased and 24-monthly payments of $31.25 were accepted. Additionally, on October 17, 2016, an Apple iPhone 7 plus 32 GB handset in space gray was purchased and agreed to 24 monthly payments of $32.09 was accepted.
In review of the account, Mr. Hidgon’s began to carry a past due balance with the June 2017 billing statement as payment was not received for the April 2017 billing statement. Beginning with the June 2017 billing statement the total balance due was $249.51,of which $121.24 was considered past due. Mr. [redacted] new monthly access charges and EIP charged totaled $128.27 for the billing period from May 2, 2017, through June 1, 2017. Please note that the balance of $121.24 was due immediately and the balance of $128.27 was due by June 22, 2017.
The billing statement dated July 2, 2017, reflected a past due balance of $128.27 and new charges in the amount of $150.19. The new charges were for the billing period from June 2, 2017, through July 1, 2017 and were for monthly access charges, monthly EIP, a restore from suspend fee, and applicable taxes. The past due balance of $128.27 was due immediately and the new charges were due by July 22, 2017. Please note during this billing cycle a payment in the amount of $121.24 was received.
Lastly, in review of the August 2017 billing statement a past due balance of $150.19 and new charges in the amount of $127.45 were reflected. The new charges were for the billing period from August 2, 2017, through September 1, 2017 and were for monthly access charges, monthly EIP and applicable taxes. The past due balance of $150.19 was due immediately and the balance of $127.45 is due by August 22, 2017. Please be advised that during this billing period payment in the amount of $128.27 was received. Mr. Hidgon can contact our Customer Care department at 1-800-937-8997 to make arrangement for payment and to avoid further collection steps. It is T-Mobile’s position that Mr. Hidgon is being billed in accordance to his selected rate plan and features. T-Mobile regrets any inconvenience caused to Mr. [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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

June 30, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of...


Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2016, regarding the above-referenced account. 
 
T-Mobile is sorry to lose Mr. [redacted] as a customer and we regret any concerns with his final payment and overpayment refund status.
 
T-Mobile records confirm that Ms. [redacted] canceled his T-Mobile account on May 11, 2016, when he ported his mobile number to a different service provider.  Mr. [redacted]'s billing cycle run from the 23rd of one month to the 22nd of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through May 22, 2016.
 
Further review confirms that Mr. [redacted] last remitted payment to T-Mobile on April 27, 2016, in the amount of $89.85 with VISA card ending in [redacted]. The payment was for his monthly service charges for the period from April 23, 2016, through May 22, 2016, and left the account with a credit balance in the amount of $7.36.  Please note that records further confirm that on June 10, 2016, T-Mobile refunded $7.36 to Mr. [redacted]'s same method of payment VISA card ending in [redacted].
 
On June 27, 2016, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information presented above.  Mr. [redacted] confirmed to us that he received his refund in the amount of $7.36.  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

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account.
T-Mobile regrets any difficulties Ms. [redacted] may have experienced in regards to unauthorized activity. T-Mobile takes customer security very seriously and will do all we can to assist Ms. [redacted] in this matter.
It is important to note that the account in dispute was opened using all of Ms. [redacted]’s personal information, including social security number and address (which, as previously mentioned, is the same address provided on her correspondence to your office). Based on Ms. [redacted]’s dispute and her claim that this account is not hers, she is entitled to any information she seeks, so long as she complies with the requirements of the FACT Act.
These requirements include that Ms. [redacted] complete an ID Theft Affidavit which is found on the FTC website http://www.consumer.gov/idtheft/ and that she submit that document together with a written request for the information she is seeking along with a police report confirming the ID Theft and a copy of her government issued photo identification. These four documents can be sent to T-Mobile’s Fraud Management Team at:
T-Mobile
Attn: Fraud Management
12920 SE 38th Street
Bellevue, WA 98006
Once received, Fraud Management will review the documents and the account and, based on their findings, provide any information we have. Submission of Ms. [redacted]’s documents will also allow T-Mobile to investigate further to find any additional accounts that may have her personal information associated. Please understand this is not a process that was created by T-Mobile, but is the process that was created by the FTC that all entities must follow regarding fraud allegations. The process is designed for the protection of both Ms. [redacted] and T-Mobile.
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.
Liana G[redacted]
Executive Response

June 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], [redacted], [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 14, 2017, regarding the above-referenced accounts. Please be advised Ms. [redacted]’ concerns relate to all three account numbers referenced above and that she is either the account holder of record or reflected as an authorized user. Please be advised Ms. [redacted] is the account holder of the account number [redacted]; the account holder of record for the account number [redacted] is [redacted]; and the account holder of record for the account number [redacted] is [redacted]. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have 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]’ recent contact with our Customer Care.
T-Mobile records confirm that on November 10, 2016, Ms. [redacted] agreed to a Change of Responsibility (“COR”) for mobile number ending in [redacted] from another T-Mobile 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.
However, due to an administrative error, mobile internet lines ending in [redacted] and [redacted] remained active on the account number [redacted] through March 20, 2017. The final billing statement for this account was from March 10, 2017, through April 9, 2017, in the amount of $80.66 due May 2, 2017. This balance included monthly access charges, taxes and fees. Please be advised that the last payment remitted was on December 26, 2016, in the amount of $284.16. As the above-mentioned amount remained unpaid, on May 11, 2017, the account was assigned to Convergent Outsourcing Inc. where it currently resides.
Our records confirm that on November 2, 2016, mobile number ending in [redacted] on account number [redacted] was cancelled due to a returned payment. Further records confirm that on September 18, 2016, Ms. [redacted] contacted T-Mobile to enroll in AutoPay. Due to an administrative error, the wrong bank account number was entered for payment of $109.10 on September 18, 2016, and $130.54 on September 27, 2016, causing the payments to be returned. Please be advised that T-Mobile shows no record of a request for cancellation and or COR for account number [redacted]. Therefore, the final billing statement for this account was from October 7, 2016, through November 6, 2016, in the amount of $696.93 and due November 27, 2016. This balance included monthly access charges, taxes and applicable fees and also included a past due amount of $357.43.
As the amount remained unpaid for the account [redacted], on December 5, 2016, the account was assigned to AmSher at which time a collection fee in the amount of $74.35 was assessed updating the balance to $771.28. Between the dates of December 5, 2016, and June 13, 2017, this account was referred to several different third party collection agencies, and currently resides with Credence Resource Management, LLC.
To amicably resolve this matter, on June 27, 2017, T-Mobile credited $80.66 toward account number [redacted] and $696.93 toward account number [redacted], leaving both accounts with a zero balance. Please be advised that the collection fee of $74.35 for account number [redacted] will be automatically credited within seven days. Additionally, T-Mobile has removed both accounts from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90-days to reflect the change. 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.
Chris L[redacted]
Executive Response

December 16, 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 December 4, 2015, regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] experienced regarding the loss of her data and her handset. As Ms. [redacted] mentions in her correspondence, on December 29, 2014, she took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handset. Please note that when customers contact our Customer Care department to report issues with their handset or service, they are walked through troubleshooting steps in an effort to evaluate and resolve service or handset related issues. When all other troubleshooting steps are exhausted, a final step in this process is to reset the handset back to the factory settings, which results in all data being removed from the handset. While we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshooting. Customers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in store. Please note there are several avenues available via third party applications to store information digitally. T-Mobile respectfully declines Ms. [redacted]’s request for a free $500.00 valued handset and 24 months of service at no cost. However, In an effort to amicably resolve Ms. [redacted]’s request, T-Mobile would like to reoffer the Samsung Galaxy Grand Prime handset as a replacement for her current handset. Additionally, T-Mobile has offered a credit of $61.43, which is equivalent to one month of service. Please note that Ms. [redacted] can reach out to me at [email protected] Attn: Ruben or at the number provided below to take advantage of our offer. Ms. [redacted] has until January 15, 2016, to reach out to me before the offer expires. Please be advised that Ms. [redacted]’s account remains active with a balance of $61.43. 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

March 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 March 16, 2017, regarding the above-referenced account.
T-Mobile does regret any inconvenience to Mr. [redacted] in his efforts to obtain his $25.00 upgrade rebate.
T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This program offers new customers a $25.00 Reward Card for each new device or tablet that is purchased.
T-Mobile records indicate on September 30, 2016, Mr. [redacted] purchased four new handsets. As such, Mr. [redacted] was eligible for four $25.00 Reward Cards. Due to inadvertent error, three of the four Reward Card submissions were initially declined however on March 10, 2017, Mr. [redacted]’s Reward Cards were reprocessed and approved. T-Mobile contacted Mr. [redacted] on March 22, 2017 via telephone and confirmed that his concerns had been addressed. Mr. [redacted] should receive his Reward Cards within 8 weeks. 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.
Martin G[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. I did not dispute what I was told and what I signed prior to the return of the broken phone. That was already established in my initial complaint. Where my complaint was is what little proof or defense the customer has once they do return the phone, and regardless of the pictures offered only at this point, that still doesn't change what I stated before. If the phones are not inspected in person, ANYTHING could happen after it is out of that customers hands.I appreciate T-Mobiles response and service prior to this incident. I only hope that the half credit offered can be refunded instead as my account is now closed so a credit wouldn't do any good.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: No contact was made. I have returned the initial call twice with no response. The effort to resolve this matter was in the form of an unanswered phone call and a return message that resulted in no response. The message could have stated possible solutions. This so called tactic is a poor excuse for doing business. Options can be left via phone message or E-mail address. What steps were made to resolve this issue of not having a phone after being told that one would be sent out? The afore mentioned solution is another attempt to sweep this under the carpet with a waste of my money on scam contracts and big businesses praying on customers like me who have paid into this company for over 13 years. The solution of, "I called and left a message to call me back" is insulting! I call anyway, twice, and to date, no response, no solution.
Sincerely,
[redacted]

February 23, 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 10, 2018, regarding the above-referenced account.  T-Mobile records reflect that the account holder of record [redacted] and [redacted], are one and the same. T-Mobile regrets any concerns that Ms. [redacted] has experienced with her account with regards to the final balance on her account.  Our records confirm that on November 11, 2017, Ms. [redacted] cancelled six of her seven voice lines of service by porting out to another service provider.  On November 13, 2017, Ms. [redacted] contacted our Customer Care and requested to cancel the remaining line of service on her account.  Due to an inadvertent error the line remained active.On January 22, 2018, Ms. [redacted] contacted our Customer Care and cancelled the final voice line; the account remained closed with a balance of $577.54.  The balance includes services rendered as well as non-return fees for two CellSpot Routers in the amount of $211.36.On February 6, 2018, the coverage devices were confirmed as returned and a credit was issued for the fees of $211.36 which updated the balance to $366.18.  Ms. [redacted] then contacted our Customer Care and a courtesy credit in the amount of $366.18 was entered as there was no registered usage on the account.  It is important to note Ms. [redacted]’ account was not transferred to a third-party collection agency.  On February 13, 2018, we spoke to Ms. [redacted] and clarified that the account remains closed with a zero balance.  Ms. [redacted] was satisfied with the resolution we presented to her.  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.Belen L[redacted]Executive Response

Hello,
 
Please help me update and response to this complaint. I was on a trip out of the country and just came back last night and it wouldn’t be fair for the business to show that I remain dissatisfied when I in fact am satisfied with the resolution and timely address to this issue by Mr. R[redacted] and T-Mobile.
 
Regards,
 
[redacted]