T-Mobile Usa Inc

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our T-Mobile Tuesday’s (“TMT”) offering. It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations.
Upon further review of Mr. [redacted] correspondence to your office, we understand that he is concerned with our prior and current offerings such as the recently offered TMT prize for a complimentary vehicle oil change provided by Meineke U.S. Mr. [redacted] has advised that the locations he visited were not honoring the give-away. As mentioned above, not all Meineke U.S. locations participated in this offering and we regret if the locations selected by Mr. [redacted] were not participants.
On August 29, 2017, in an effort to amicably resolve the concern for the offering, T-Mobile contacted Mr. [redacted] to offer a credit to the account for the value of the offer in the amount of $25.00 as a one-time account credit in lieu of receiving the oil change offer. Mr. [redacted] has agreed and accepted this offer as a resolution.
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

October 19, 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 October 12, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with M.s [redacted], she confirmed that T-Mobile had resolved this matter to her satisfaction. T-Mobile regrets Ms. [redacted]’s concerns regarding her recent JUMP! On Demand (“JOD”) upgrade. Our records indicate that on July 29, 2015, Ms. [redacted] initiated a JOD lease agreement with an Apple iPhone 6 device. 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. When a phone is subject to a lease, T-Mobile, not the customer, owns the phone. However, a customer may choose to purchase their leased device at any time during the 18-month lease term. A lease buyout must be completed at a Retail Location or through Customer Care. The customer is responsible for the remaining lease payments, the purchase option price and all applicable taxes. Once paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statement. Customers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. Please be advised that on September 27, 2016, Ms. [redacted] participated in a JOD upgrade from the above mentioned Apple iPhone 6 device to an Apple iPhone 7 device which required an upfront amount due of $117.25. As part of the JOD upgrade agreement, Ms. [redacted] traded in her Apple iPhone 6 device and in exchange T-Mobile ended her lease agreement as she had opted out of purchasing their leased handset. Also included with Ms. [redacted]’s JOD upgrade, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the Apple iPhone 7 to see if it meets her 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 JOD agreement entered into at the time of the original purchase. It is important to note that the return period does not include returning the above mentioned Apple iPhone 6 device as the handset is T-Mobile owned and the lease had been terminated. Accordingly, when Ms. [redacted] requested to return her newly leased Apple iPhone 7 device and have the Apple iPhone 6 handset returned to her, T-Mobile advised that we would provide a refund of $117.25 for the upfront cost of the Apple iPhone 7 device, but we would not be able to return the Apple iPhone 6 handset. While Ms. [redacted]’s situation is unfortunate, it is not a result of T–Mobile error or wrongdoing. However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile agreed issue a $141.64 credit to Ms. [redacted]’s account which was equal to the current balance. As of the date of this letter, Ms. [redacted]’s account remains closed with a zero balance. Pursuant to a conversation with Ms. [redacted], she confirmed that this matter was resolved to her satisfaction. 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. Alberto V[redacted] Executive Response

August 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 July 20, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted] and we appreciate the opportunity to address her concerns. T-Mobile records confirm that as of March 10, 2017, Ms. [redacted] is subscribed to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan, which for $75.00, provides one voice line with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that on March 28, 2017, Ms. [redacted] added an additional mobile internet line which for $25.00 provides unlimited data for a tablet device.
T-Mobile records indicate that on March 28, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Tab S2 device. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $25.99 and agree to a series of 24 monthly installments in the amount of $26.00. Please note that with the above mentioned services Ms. [redacted]’s monthly recurring charges would be $126.00.
In order to amicably resolve Ms. [redacted]’s concerns T-Mobile has agreed to enroll her in our Insider Hookup Promotion which would provide her a monthly 20% discount and the ability to continue enjoying the mobile internet services. Please note that the 20% is deducted from the base amount in service charges not including equipment. The 20% discount would bring the service charges to an amount of $80.00 plus the equipment charges of $26.00 to a monthly recurring charge of $106.00. Please note that any type of late payment or suspension fee etc. would cause this amount to fluctuate.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Retail and Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Thania R[redacted] Executive Response

Complaint: [redacted]I am rejecting this response.I feel frustrated that T-Mobile targeted me as unauthorized user "[redacted] is not an authorized user on the account which isassociated with the mobile number"Secondly I am frustrated with the poor management  of this issue by T-Mobile executive.The proof of my complain can be seen by checking the last 12 months bills which I attached. Also I attached the proof that I am the account holder.I desire a formal apologize from T-Mobile for mistakenly targeting me as unauthorized user. ThanksSincerely,[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. However, since the agreement I have recieved a statement stating that I have been placed in collections for the amount of $1651.82. There was an agreement that I would not owe any money and I am not sure why I was sent to collection. I would like this removed and my balance to be $0 as it was stated in the response to my complaint. I would also like this matter to be over. I also want the credit bureaus to be contacted to make sure this is not going on a credit report.

October 13, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 7, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. T-Mobile regrets any confusion Mr. [redacted] may have experienced in regards to his recent handset exchange. Our records confirm that when Mr. [redacted] activated his account on April 16, 2014, he purchased a Samsung Galaxy S5 handset using our Equipment Installment Plan (“EIP”) offering. Please note that by purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If a device is received with physical damage, an out of warranty plus tax is assessed to the account. This information is disclosed at the time an order is placed, as well as in the collateral included with the replacement device. Our records confirm that on July 24, 2015, following the completion of device troubleshooting, a Handset Exchange Program order was placed for Mr. [redacted] Samsung Galaxy S5 handset. Upon receipt of Mr. [redacted] non-working handset, our trained technicians inspected the device, and confirmed that the device had incurred physical damage to the camera lens. An image of the damage can be viewed at https://[redacted] As such, on August 11, 2015, an out-of-warranty fee and applicable taxes in the amount of $433.00 was assessed to Mr. [redacted] account. In an effort to amicably resolve Mr. [redacted] concerns, on September 23, 2015, a credit of $100.00 was offered and accepted towards the out-of-warranty fee. Along with Mr. [redacted] monthly access charges, the balance owed at that time was $407.06. Mr. [redacted] remitted a payment of $101.77 on October 8, 2015, and the remaining $305.29 was placed on an extended payment schedule (“EPS”), allowing Mr. [redacted] to break up the balance over 8 payments of $38.16. However, in an effort to amicably resolve Mr. [redacted] concerns, on October 9, 2015, T-Mobile spoke to Mr. [redacted] and cancelled the EPS. Additionally, T-Mobile issued a credit to Mr. [redacted] account in the amount of $155.29, reducing the balance to $150.00, which equals the deductible amount for the device if a handset protection claim had been filed. Mr. [redacted] account remains active, with a balance of $150.00. A hold has been placed on Mr. [redacted] account through October 23, 2015, to allow him time to arrange for payment without interruption of service. It is important to note, however, that a past due amount remains on the account on October 23, 2015, Mr. [redacted] service may be interrupted. Mr. [redacted] may contact Customer Care at [redacted] to arrange for payment. T-Mobile regrets any inconvenience Mr. [redacted] may have 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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

August 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 August 10, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding the misunderstanding of her delayed payments. As Ms. [redacted] has noted in her correspondence, her March 19, 2017 and July 22, 2017, payments have posted to her account, however they were posted to her account past the normal payment posting timeline of seven business days.   Unfortunately, there several factors that may cause a mailed payment to be delayed. However, we are happy to see that Ms. [redacted]’s payment were not missing and posted to her T-Mobile account accordingly. As such, there is no additional documentation that Ms. [redacted] would need to provide.   Regarding Ms. [redacted]’s concerns for her final balance, our records reflect that on July 21, 2017, she transferred her numbers ending [redacted] and 5[redacted] to a new carrier which effectively cancelled her account. Please note that 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 July 27, 2017.   As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund to her credit card in the amount of $19.75 for the pro-rated charges incurred from July 21, 2017, through July 27, 2017. Ms. [redacted] should receive the refund into her account within three business days.   Again, we regret the inconveniences that Ms. [redacted] has experienced and appreciate the opportunity to address 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

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated November 21, 2016, regarding the above-referenced prepaid number. T-Mobile regrets any concerns Ms. [redacted] is experiencing with her handset. T-Mobile records reflect that Ms. [redacted] purchased her ZTE Avid Plus handset on October 15, 2016. It should be noted that at the time of Ms. [redacted] upgrade of the mobile number ending in 6499, T-Mobile provided a 14 day return period. Additionally provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. 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. Upon speaking with Ms. [redacted] on November 23, 2016, T-Mobile has offered to place an order for a post exchange for Ms. [redacted] handset. Ms. [redacted] has indicated that she tried to return her device under the return period and was not allowed. Ms. [redacted] indicated that she does not want the ZTE Avid Plus. In an effort to amicably resolve Ms. [redacted] concern, as a one-time exception, T-Mobile has offered to send out a free Samsung Galaxy Note Edge. Please note that T-Mobile is not requiring Ms. [redacted] to return her ZTE Avid Plus since the Samsung Galaxy Note Edge has been offered as a courtesy. 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

January 13, 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 6, 2017, 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 any concerns Mr. [redacted] has experienced regarding his expected refund for his returned device. T-Mobile records indicate that on September 18, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 256GB device. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Mr. [redacted] was asked to make a down payment in the amount of $601.29 and agree to a series of 24 monthly installments in the amount of $19.00. At the time of Mr. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. T-Mobile records confirm that Mr. [redacted] returned the device to T-Mobile, using the tracking number [redacted], which was successfully delivered to our warehouse on November 4, 2016. Due to an inadvertent error, the down payment in the amount of $601.29 was not refunded to Mr. [redacted]. However, T-Mobile has confirmed with Mr. [redacted] that the refund of $601.29 was successfully processed and received on January 6, 2017. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to place a credit toward the account in the amount of $206.00, in lieu of his monthly recurring service charges. Mr. [redacted]’s account currently has a credit balance of $206.00. T-Mobile regrets any inconvenience caused 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. Lupe C[redacted] Executive Response

April 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 17, 2017, regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr. [redacted] regarding his correspondence to your office. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Diana J[redacted]
Executive Response

February 17, 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 Nos. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 4, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. T-Mobile has completed its investigation of this matter and has been unable to substantiate the allegation of fraud. T-Mobile records confirm that on August 20, 2016, Mr. [redacted] activated the postpaid account number [redacted] with two voice lines of service, with the mobile numbers ending in [redacted] and [redacted]. Records indicate that Mr. [redacted] has been utilizing this account number from the date of activation.
T-Mobile records confirm that on December 24, 2016, Mr. [redacted] requested to add two voice lines of service to his existing account number [redacted]. Due to an inadvertent error, a separate postpaid account number [redacted] was activated with two voice lines of service, with the mobile numbers ending in [redacted] and [redacted].
At the time of activation, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy On5 black handsets. Mr. [redacted] was required to make a down payment of $54.00 per handset and agreed to a series of 24 monthly installments of $4.00, per handset.
It is important to note that at the time of Mr. [redacted]’s purchase, T-Mobile had the Smartphone On Us winter promotion available. As part of this promotion, customers who signed up on the T-Mobile ONE rate plan could receive a Samsung Galaxy On5 at no charge, after EIP bill credits. As a result, Mr. [redacted]’s account was receiving a credit of $6.25, per handset, to offset the monthly EIP charges and the down payment paid at the time of purchase.
T-Mobile records confirm that on the same day, T-Mobile corrected the error and transferred the mobile numbers ending in [redacted] and [redacted] from the account number [redacted] to the account number [redacted]. Records confirm that due to an inadvertent error, only the EIP associated with the mobile number ending in [redacted] was transferred to the account number [redacted]. As a result, when the account number [redacted] was cancelled, the remaining EIP charges associated with the mobile number ending in [redacted], along with the monthly recurring charges from December 25, 2016 through January 24, 2017 in the amount of $191.98, were accelerated to the final bill dated January 28, 2017. In an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a credit of $191.98 to the account number [redacted], reducing the account balance to zero.
Additionally, as Mr. [redacted] was no longer going to receive the monthly EIP credits of $6.25 for the Samsung Galaxy On5 handset associated with the mobile number ending in [redacted], he would not receive the equal amount of the down payment of $54.00 that he was required to pay at the time of purchase. Therefore, in an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a courtesy credit of $54.00 to the account number [redacted], bringing the account to a credit balance of $54.00. Mr. [redacted] has accepted this as a resolution to 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 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted] Executive Response

May 17, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Prepaid No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 14, 2017 regarding the above-referenced account.    T-Mobile is always working to improve its coverage, and we are sorry to hear that our service did not meet Mr. [redacted]’s needs and that he has chosen another wireless service provider.  Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect good coverage.  As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day.    Additionally, T-Mobile records indicate that Mr. [redacted] subscribed to our prepaid service which per the terms agreed to upon activation is non-refundable in all circumstances.  Thus Mr. [redacted] would only receive credit for his returned equipment, assuming it was returned within the return period, upon cancellation.   However, in an effort to amicably resolve the matter, on May 17, 2017, T-Mobile issued a refund to Mr. [redacted] for $106.25 in the form of a prepaid MasterCard.  The card will be produced and mailed by Citibank and Mr. [redacted] should allow ten to fourteen days to receive the card at his address of record.  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.   David T[redacted] Executive Response

July 24, 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 17, 2015, regarding the above-referenced account. 
 
T-Mobile regrets any billing concerns Ms. [redacted] may have experienced.  Please note that 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 a The T-Mobile Advantage Program.  This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective.  Our records confirm Ms. [redacted]’s affiliation with the Department of Veteran’s Affairs, which provides a 15% monthly discount to eligible rate plans.
 
T-Mobile records confirm that Ms. [redacted]’s account is subscribed to the now grandfathered Simple Choice Unlimited 4G LTE Data Family promotional rate plan which offers unlimited nationwide calling, unlimited messaging, and unlimited 4G LTE data for $100.00 per month before tax.  Please note that this is a promotional rate plan which is not eligible for any other discounts.
 
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted] on July 23, 2015, T-Mobile has offered to apply a $180.00 credit to Ms. [redacted]’s account which is equivalent to 12 months of a $15.00 discount to Ms. [redacted]’s rate plan.
 
Alternately, if Ms. [redacted] wishes to terminate her T-Mobile service, T-Mobile has offered for Ms. [redacted] to return her Samsung Galaxy S4 handset, Samsung Galaxy S6 handset, and charger to my attention at the address below:
 
Executive Response
Attn: Brandon M[redacted]
Albuquerque, NM 87107
 
Upon receipt of Ms. [redacted]’s equipment in an acceptable condition, T-Mobile will credit the remaining Equipment Installment Plans (“EIPs") for the above noted handsets.  In addition, T-Mobile will apply a credit in the amount of $226.63 which is equivalent to the amount paid to[redacted] Ms. [redacted]’s Samsung Galaxy S6.  T-Mobile recommends that Ms. [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account. 
 
Please be advised that T-Mobile is offering a thirty (30) day period for Ms. [redacted] to consider our offers.  If Ms. [redacted] wishes to accept one of our offers then she may contact me directly at the number below. 
 
Finally, 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 contacts with our Customer Care department.  T-Mobile regrets any inconvenience to Ms. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Brandon M[redacted]
Executive Response

August 17, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Name on T-Mobile account: [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 11, 2015, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] concern. T-Mobile has confirmed that, on July 3, 2015, an advanced exchange was performed on Ms. [redacted] T-Mobile account for the LG G3 device in use by the line ending in 7136. Upon receipt of the non-working device, we examined it and it was found to have sustained liquid damage, which is not covered under the warranty and Ms. [redacted] account was therefore assessed an out-of-warranty fee of $439.00 which includes taxes. It is important to note that the line ending in [redacted] is subscribed to the T-Mobile JUMP! program which includes all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty). As liquid damage is covered in the PHP bundle, Ms. [redacted] had the option to file an insurance claim and pay a $175.00 deductible to have her non-working device replaced. In an effort to amicably resolve this matter, T-Mobile has honored Ms. [redacted] request and we have applied a credit of $264.00 to Ms. [redacted] account as compensation for the difference between the non-return fee and the $175.00 insurance deductible. As of the date of this letter, Ms. [redacted] T-Mobile account reflects a credit balance of $264.00 which will be applied toward the total balance due on her upcoming billing statement. T-Mobile regrets any inconvenience to Ms. [redacted] and thanks Ms. [redacted] for bringing her concerns to our attention. Upon review of Ms. [redacted] T-Mobile account, we learned that, on August 11, 2015, Ms. [redacted] contacted T-Mobile’s Customer Care department to discuss the $834.81 balance that was due on August 13, 2015. A payment in the amount of $250.00 was collected on that date and Ms. [redacted] account was placed on an Extended Payment Schedule (“EPS”). An EPS is a payment arrangement that allows customers to pay their balance off in monthly installments. The total amount placed on EPS was $584.81 which will be paid in seven installments of $83.54 each. The final installment will be $83.57 and will appear on the February 2016 billing statement. T-Mobile has made Ms. [redacted] aware that the $264.00 credit applied to her account will not affect these installments; they will remain in place as agreed at the time the EPS was created. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

October 21, 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 October 12, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her monthly recurring charges. T-Mobile records indicate that on October 19, 2011, Ms. [redacted] activated a Mobile Internet line of service with the mobile number ending in [redacted]. Please note that this line is $10.00 per month for the monthly recurring charges, however, as it is bundled with Ms. [redacted]’ voice lines of service, her account receives a $10.00 monthly billing statement credit, reducing the cost of the line to zero. On October 2, 2013, Ms. [redacted] activated the voice line of service with the mobile number ending in [redacted]. On December 5, 2013, Ms. [redacted] activated the voice line of service with the mobile number ending in [redacted]. On that date Ms. [redacted] voice lines of services were subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan for $80.00, plus applicable taxes. Please note that this rate plan includes 1GB of data at no additional cost, which the mobile number ending in [redacted] is subscribed to. Ms. [redacted]’ mobile number ending in [redacted] is subscribed to the unlimited data feature for $20.00, plus applicable taxes. Additionally, both voice lines of service are subscribed to the Premium Handset Protection (“PHP”) feature for $10.00 per month, plus applicable taxes. T-Mobile records indicate that on October 22, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 5s Silver handset with 16GB of memory. At the time of purchase, Ms. [redacted] was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $22.91. On October 28, 2014, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPad Air 2 Space Gray handset with 16GB of memory. Ms. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments in the amount of $26.24. Additionally, on December 10, 2014, Ms. [redacted] utilized T-Mobile’s EIP offering with the purchase of an Apple iPhone 6 Gold handset with 16GB of memory. Ms. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments in the amount of $27.08. On January 9, 2014, Ms. [redacted] activated an additional Mobile Internet line of service with the mobile number ending in [redacted]. This line of service is subscribed to the Simple Choice 3GB rate plan for $30.00, plus applicable taxes. As this line is bundled with Ms. [redacted]’ voice lines of service, her account receives a $10.00 monthly billing statement credit, reducing the cost of the line to $20.00 per month. Therefore, Ms. [redacted]’ monthly recurring charges are estimated to be $159.93 per month. T-Mobile regrets any confusion Ms. [redacted] may have experienced in regards to these charges. With the EIP included, Ms. [redacted]’ estimated monthly recurring charges totaled $241.34 per month. T-Mobile records confirm that on September 4, 2016, Ms. [redacted]’ account had a past due balance of $241.34, for the billing cycle charges from July 2, 2016, through August 1, 2016. On the same day the account was charged $241.34, for the billing cycle charges from August 2, 2016, through September 1, 2016, increasing the balance owed to $482.68. On September 5, 2016, a payment of $120.67 was received. On September 12, 2016, an additional payment of $120.67 was received. On September 19, 2016, an additional payment of $130.39 was also received, reducing the balance owed to $110.95. On September 20, 2016, at Ms. [redacted]’ request, the remaining EIP balances were closed and accelerated to Ms. [redacted]’ billing statement, in the amount of $130.39, dated October 4, 2016. On October 3, 2016, a payment of $110.95 was received, reducing the account to a zero balance. On October 4, 2016, Ms. [redacted]’ account was charged $295.32, for the billing cycle charges from September 2, 2016, through October 1, 2016. In an effort to amicably resolve the matter, and as a courtesy to Ms. [redacted], on October 14, 2016, T-Mobile applied a courtesy credit of $130.39 to Ms. [redacted]’ account, reducing the balance owed to $164.93. 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. Diana J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I would not have purchased the Samsung VR gear, had the agent not guaranteed me that they would be compatible with any samsung phone, but that was incorrect the phone must be S compatible.  The discrepancy of when the items were received at T-mobile warehouse is in correct I attached the return shipping receipt the items were returned on January 14, 2017 (tracking numbers [redacted] and [redacted]) UPS tracking shows that T-mobile warehouse received the items on January 20, 2017. That would be before the 30 day return policy. I also reached out several times to T-mobile about the return, and was given excuse after excuse. So for T-MOBILE USA, INC. Ligia M[redacted] Executive Response to reply and say that returned the items after the return date is incorrect attached is the copy of proof. Today March 19, 2017 and still have not received my refund $113.10.  I request to leave it open until I receive my refund $113.10 please it's already going on 3 months. Thank you, [redacted]

December 4, 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’s goal is to provide exceptional service for all of our customers. We sincerely regret any inconvenience Ms. [redacted] has experienced regarding her final billing statement and regret losing her as a customer. T-Mobile records indicate that on August 10, 2014, Ms. [redacted] activated the above referenced account and subscribed to T-Mobile’s Simple Choice Value Family Unlimited Talk, Text and Data four lines rate plan for $80.00 per month plus tax with mobile numbers ending in [redacted] and [redacted]. T-Mobile has reviewed the account and we found that on April 14, 2015, a Change of Responsibility (“COR”) was completed whereby Ms. [redacted] authorized [redacted] Roofing Russell [redacted] to take the mobile number ending in [redacted] and its associated Equipment Installment Plan (“EIP”) from the above account to a separate, newly activated account. Next, our records reflect that the mobile number ending in [redacted] was transferred to another service provider on February 28, 2016. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. At this time, the account was left active with the remaining mobile numbers ending in [redacted] and [redacted]; as such, the account continued to generate billing statements for the remaining lines of service. Our records further reflect that on May 23, 2016, the account was suspended for non-payment. Following, on June 18, 2016, the account was ultimately cancelled for non-payment. Our records confirm that Ms. [redacted]’s final billing statement dated July 11, 2016, had a balance of $258.47 which consisted of monthly recurring charges, applicable taxes and fees billed from March 11, 2016, to May 23, 2016. It is important to mention that T-Mobile provided Ms. [redacted] multiple notices that her account was in a past due status. These notices were provided in the monthly invoice, through text messages, calls from our Financial Care team requesting payment and also letters and/or emails. Please be advised that as payment was not remitted for the final balance of $258.47 on August 8, 2016, the account was assigned to Diversified Consultants Inc., a third party collection agency, for the collection of the outstanding balance. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on December 1, 2016, T-Mobile issued a credit of $258.47 for the balance in full, leaving the account closed with a zero balance. Additionally, T-Mobile has removed the account 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 for Ms. [redacted]’s credit report to reflect the change. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Aika A[redacted] Executive Response

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]

August 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 Prepaid No. xxx-xxx-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 6, 2016, regarding the above-referenced prepaid number. Please be advised we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret Ms. [redacted]’s poor experience with her payment and subsequent issues with the resolution provided by T-Mobile. Please be advised in T-Mobile’s correspondence to your office dated July 21, 2016 under file number [redacted], T-Mobile offered to credit Ms. [redacted]’s prepaid number a total of $84.00 to amicably resolve her concerns. T-Mobile records confirm $48.00 was credited successfully; however, due to an inadvertent error, the remaining difference of $36.00 was not credited to Ms. [redacted]’s prepaid number. In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile provided Ms. [redacted]’s repaid number a credit of $48.00, or the equivalent of one-month of her prepaid service charges. T-Mobile will make additional attempts at contacting Ms. [redacted] to review and confirm this resolution meets her expectations. 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. Kimo C[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]