T-Mobile Usa Inc

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency. As mentioned in our previous correspondence, after careful review of Ms. [redacted]’s account, T-Mobile determined that on March 10, 2017 a caller was unable to verify the account when calling in and as there was a password on the account. Per T-Mobile policy, when the caller was unable to verify the password, we issue a one-time PIN code to the accountholder’s mobile number and did so to Ms. [redacted]’s number ending in [redacted]. T-Mobile did not send a one-time PIN code, nor would we, to anyone other than the account owner which is Ms. [redacted].
While T-Mobile would not like to see a valued customer such as Ms. [redacted] cancel service with T-Mobile, she is not under contractual obligation. Should Ms. [redacted] wish to cancel her services, she may do so by contacting T-Mobile Customer Care at 800-937-8997 or by porting her mobile numbers to another service provider.
It is important to note that Ms. [redacted] has active Equipment Installment Plans (“EIP”) with a remaining balance of $1,288.19 for the following equipment:
• Samsung Galaxy J7 device with a remaining EIP balance of $220.00;
• Samsung Galaxy Note 5 device with a remaining EIP balance of $515.70;
• Samsung Galaxy S7 Edge device with a remaining EIP balance of $552.49
If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
Additionally, Ms. [redacted] has two JUMP! On Demand (“JOD”) lease agreement for a Samsung Galaxy Note 5 device and a Samsung Galaxy S7 Edge device. Please note that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
As a one-time courtesy and in an effort to amicably resolve this matter, should Ms. [redacted] return the above mentioned equipment, T-Mobile shall agree to waive the remaining balance specific to the devices received. The handsets can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Alberto V
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include her account information within the box to ensure that she receives the proper credit upon receipt of the equipment. Please be advised that Ms. [redacted] must have the equipment post marked for return no later than April 20, 2017. 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

May 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 May 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his account. T-Mobile would like to further assist in this matter; however the account has been sold to Midland Credit Management for the collection of the outstanding balance. As T-Mobile no longer owns this account or the associated debt and any current collection activities is by and on behalf of Midland Credit Management, please contact Midland Credit Management directly at the following number:
Midland Credit Management
1-800-825-8131
If Mr. [redacted] feels that there is an error with his credit report, we recommend that he dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
Mr. [redacted] may also initiate a dispute with each credit bureau at their respective websites:
For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action
For Experian: http://www.experian.com/disputes/main.html
For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit
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.
Abigail [redacted] Executive Response

January 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 January 23, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. Please note that Mr. [redacted] account is billed in arrears and his billing cycle runs from the 3rd of the month to the 2nd of the following month with payment due on the 23rd of the month. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. A review of the account confirms that Mr. [redacted] payment that was due on November 23, 2016, was not received on time. T-Mobile provided Mr. [redacted] with text messages and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment on December 27, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. Based on our findings, it is T-Mobile’s position that the restore from suspension fees are valid and owed. Nevertheless, in an effort to amicably resolve this issue, between credits totaling $112.05 were applied to Mr. [redacted] account for the five restore from suspension fees which were assessed to his January 2017 billing statement. These credits reduced Mr. [redacted] outstanding balance to $155.99 and he may verify this by visiting www.T-Mobile.com. 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. Ligia M[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]

September 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 September 12, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account and appreciates the opportunity to address her concerns. T-Mobile records reflect that Ms. [redacted] activated three new mobile numbers ending in [redacted] on August 26, 2015, [redacted] on March 22, 2017, and 2076 on June 5, 2017. T-Mobile records indicate that from August 22, 2015, through June 5, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Prime, Apple iPhone 32GB, and Apple iPhone 6s 16GB. 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.
As Ms. [redacted] mentioned in her correspondence to your office on September 12, 2017, she indicated that she requested to utilize the JUMP! Benefit on her line ending in [redacted]. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. Unfortunately, due to an inadvertent system issue Ms. [redacted] was unable to redeem the JUMP! Benefit at the initial retail store she visited.
Please be advised that the services described in Ms. [redacted]’s letter are services offered by T-Mobile TV, a third-party service provider whose application is loaded on Ms. [redacted]’s handset. T-Mobile TV is a free and monthly subscription service that provides T-Mobile customers with access to live news and sports events as well as convenient access to primetime TV and children’s programming. Although a portion of the services are free, in order to receive the premium services for which she was billed, she accepted the terms and fees presented on the handset.
Although it is T-Mobile’s position that all of the charges for the monthly subscription are valid, on June 5, 2017, a credit in the amount of $506.61 was issued to the account for the disputed T-Mobile TV charges.
In an effort to amicably resolve Ms. [redacted]’s concerns, on September 12, 2017, T-Mobile applied a credit of $302.36 for the services associated with the above mentioned lines of service. T-Mobile also changed Ms. [redacted]’s rate plan to our promotional T-Mobile One two line rate plan for $110.00 per month. Please note that this promotional rate plan has the option to receive a $5.00 monthly bill credit per line when enrolled in autopay, effectively making the plan two lines for $100.00 should Ms. [redacted] add autopay. As an additional gesture of goodwill, T-Mobile will allow Ms. [redacted] to return the equipment she is no longer using to my attention within 30 days of the date of this letter at the address below. Once in receipt of the equipment, T-Mobile will absolve Ms. [redacted] of the remaining EIP balance.
Executive Response
Attention: Andrew S[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location. 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.
Andrew S[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
I returned a call to T-mobile and left a message for a return call. Not once in the six months that they forced me to call to have those charges removed for the "free phone " was I told I was given the phone free or not qualified for the phone. Why did they remove the charges when I called each time and why was I not told I would be paying additional charges. I didn't give permission for another line and will not accept any additional charges from them. 
Sincerely,
[redacted]

August 9, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 July 27, 2017, regarding the above-referenced account.  T-Mobile has confirmed that [redacted] and [redacted] are one and the same.  We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding our Smartphone Equality program.  As T-Mobile is always looking to provide the most competitive pricing options for our customers, we tailored our Un-Carrier move to allow customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the ori[redacted]l due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available.  However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers.    Please note, this program is available to Postpaid, Pay in Advance, Simply Prepaid and Simple Choice No Credit Check customers.  Although other account types are qualified for this promotion, only postpaid accounts are eligible to use the Equipment Installment Plan (EIP).  As such, account holders who have an account type other than postpaid, who have met the 12 month payment history requirement and who want to take advantage of the EIP program to purchase new equipment will need to convert their account to a postpaid account by visiting a retail location or contacting Customer Care.   T-Mobile records confirm that Ms. [redacted] had a Simple Choice No Credit Check account that was activated on July 14, 2016.  Ms. [redacted] made 12 on-time payments on this account and on June 25, 2017, the account was cancelled as she was transitioning to her current Postpaid account.  While the previous account did meet the number of required on-time payments, regrettably the account was cancelled in June, which did not meet the requirements for maintaining the account active for 12 months.   T-Mobile contacted Ms. [redacted] in effort to amicably resolve this matter, and as Ms. [redacted] did maintain 12 on-time payments, T-Mobile has successfully enrolled Ms. [redacted]’s account into our Smartphone Equality program.  Moving forward Ms. [redacted] will receive well qualified pricing on future device purchases.  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.   Jamen F[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.  We are pleased to report that we have contacted Ms. [redacted] who authorized her husband, [redacted] to discuss their matter and we are actively working to address their concerns.
 
We are sorry to hear that Ms. [redacted] was unable to use the services as expected and regret any coverage issues they have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  As there are several factors that may interfere with actual service, quality, and availability.  We do our best to right fit our customers with expectations of coverage by using the Personal Coverage Check tool which is also available online through T-Mobile.com.  In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect satisfactory coverage and regret if that was not Ms. [redacted]’s experience.
 
In an attempt to improve Ms. [redacted]’s coverage concerns, on September 22, 2016, T-Mobile issued a Wi-Fi CellSpot Router. Unfortunately, Wi-Fi was not available to Ms. [redacted] in her home and a return kit was generated as well as and a new 4G/LTE Signal Booster was sent as a replacement on October 10, 2016. Please be advised that T-Mobile offers Signal Boosters and Wi-Fi CellSpot Routers, which are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance.  Regrettably, this option will only improve in-home coverage when there is at least one bar of signal present and outdoor coverage will be unchanged.  We apologize for the inconveniences this caused Ms. [redacted].
 
Although, Ms. [redacted] was provided a 14-day return period starting from the date of activation, September 19, 2016, as a courtesy, T-Mobile has agreed to extend the return period for Ms. [redacted]. We will accept back the two Apple iPhone SE’s, purchased on Equipment Installment Plan (“EIP”), directly to our office for a full refund. It is important to note that at the time of purchase Ms. [redacted] traded in two [redacted] branded Apple iPhone SE’s for a trade in value of $165.00 per phone, a total of $330 which was used towards the purchase of her T-Mobile equipment. As such, once the equipment received, Ms. [redacted] will receive a total refund of $359.12 consisting of the trade in credits and the EIP payment Ms. [redacted] submitted on October 17, 2016.
 
In addition, upon speaking with Mr. [redacted], T-Mobile learned that they had also submitted for our Carrier Freedom reimbursement. As Mr. [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.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
 
For new 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 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 to the prior carrier and subtracting the amount already paid for the trade-in. In order to receive the final reimbursement the account must be active.
 
While Ms. [redacted]’s account is currently active, they are planning on porting out their services, cancelling their account and returning their devices to T-Mobile within the next 30 days, thereby rendering their account otherwise ineligible for any additional reimbursement under our Carrier Freedom offering. Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns for the final reimbursement, T-Mobile has agreed to process reimbursement credit, for an additional refund of $688.32.  Therefore, once the account is cancelled and the equipment is returned, T-Mobile will issue a total refund of $1,047.44, for both the trade in credit refund and the Carrier Freedom reimbursement.
 
Please note that on October 19, 2016, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to their concerns which he has accepted and considers this matter addressed to his satisfaction.
 
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

June 30, 2015FILEDELECTRONICALLY Bureau 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] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 26, 2015,regarding the above-referenced account.   T-Mobileregrets that our previous explanation of Ms. [redacted]’s taxes, from when we spokewith her on June 13, 2015, did not satisfy her concerns and that she still hasany discrepancy with the taxes on her billing statements.  We hope the explanation below will addressMs. [redacted]’s concerns with the taxes and surcharges that she has been billed. Please understand that taxesvary among different states, cities and counties, due to differences in ratesfor the local portion of the tax. Geographical tax jurisdictions are composed of cities, unincorporatedcounty areas, and transportation districts. Tax laws require that mobile service be taxed based on the subscriber’sPrimary Place of Use (PPU) which may or may not be the same as the subscriber’sbilling address.   Taxes are charged at both theindividual line level and the account level. For example, individual line level charges are billed based on the PPUprovided for that line of service.  In afamily or business account, that means that different lines used in differentlocations are taxed according to where each is used provided that each line hasa an up to date PPU on file with T-Mobile. The account level charges are based on the billing address for theaccount.  Some taxes and fees are flatrate charges that do not vary.  However,some are based on a percentage of the charges associated with the account orline of service and as such, may vary depending on usage and/or other chargesassessed.  All taxes are collected andremitted as required by state, local and federal governments. Based on Ms. [redacted]’scorrespondence, we reviewed her account and have confirmed that the PPU for theaccount has been [redacted]. in Garland, TX 75041-2058 since the accountwas created on April 30, 2015.   In addition, by usingT-Mobile’s services, customers accept and agree to our Terms and Conditions ofservice, which can be viewed and printed from our website, www.T-Mobile.com.  Section 13 of our Terms and Conditions providean explanation of taxes and surcharges that T-Mobile customers will be billed.  The Federal Universal Service Fund provides funding for avariety of Federal programs including: School and Library Support, Low IncomeSupport, High Cost Support, and Rural Health Care Support Mechanisms.  It helps ensure that everyone has access tobasic telecommunication services.  It isapplied to all accounts including exempt accounts.T-Mobile has experienced an increase in thepercentage of traffic that is interstate/international in nature. This haseffectively increased the required contribution to the Federal UniversalService Fund.  As a result the USFcontribution rate charged to our customers has increased and does change on aregular basis, as determined by FCC guidelines.The Texas Universal ServiceFund supports Relay Texas and Specialized Telecommunications AssistancePrograms, the Tel-Assistance, Lifeline and Link Up programs, and the SmallLocal Exchange Carriers Universal Service Fund, and the Texas High-CostUniversal Service Plan. The Texas Recover Fee ischarged as Texas law imposes a franchise tax on each company conductingbusiness in Texas, including T-Mobile. A monthly charge labeled "TXRecovery Fee" is added to the bill to recover the cost of complying withthis tax on T-Mobile.    Sales tax varies amongdifferent states, cities and counties, due to difference in rates for the localportion of the tax.  State retail salestax is imposed on sales of tangible personal property and other revenuesassessed by the geographical tax jurisdictions in which revenues are generated.Geographical tax jurisdictions are composed of cities, unincorporated countyareas, and transportation districts. Our review of Ms. [redacted]’saccount confirms that she was accurately assessed taxes and surcharges basedupon her PPU.  In addition, customers canchange their PPU by contacting Customer Care or they may self-serve and makethe change on-line at myt-mobile.com. On June 13, 2015, despite ourreview of Ms. [redacted]’s billing statement and PPU address confirming that heraccount has been billed and taxed accurately, T-Mobile offered and Ms. [redacted] accepted,a one-time credit in the amount of $20.00 that was issued to her account thatday.  As we confirmed that Ms. [redacted]’saccount has been billed taxes and surcharges accurately based on her PPU, T-Mobilerespectfully declines to issue any additional credits to Ms. [redacted]’s accountfor this matter. If Ms. [redacted] has anyadditional questions or concerns regarding the taxes and surcharges on herbilling statement, she may contact me at my number below.  T-Mobile regrets any inconvenience to Ms.[redacted]. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted]  Verytruly yours, T-MOBILEUSA, INC. AllyY[redacted] ExecutiveResponse

Revdex.com:
From: [redacted] [mailto:[redacted]] Sent: Friday, August 26, 2016 11:25 AMTo: Complaints <[email protected]>Subject: Complaint ID [redacted]
 
Hello,
I filed a complaint yesterday and today was contacted by the company and all my issues and...

concerns were resolved. What are my next steps to close the complaint.
Thank you,  [redacted]

June 8, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[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 correspondencedated June 2, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that Ms.[redacted] issues have been addressed and resolved.   In early2014, T-Mobile announced contract freedom for consumers looking to switch fromany U.S. carrier to T-Mobile.  Thisindustry changing offer allows consumers who were previously held back byexpensive termination fees and staggered tenures to leave their current carrierfor a better deal.  T-Mobile will now reimburseconsumers’ early termination fees up to $350.00 per line and provide accountcredits of up to $300.00 per device traded-in at the time of their activation –for up to five lines of service.  To beeligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of thisactivation, they must port-in their current mobile number, trade-in a device,and purchase a new T-Mobile device.  Thenew device may be purchased with our Equipment Installment Plan (EIP), but thisis not required.  Each line for whichreimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have adevice traded-in and a new T-Mobile device purchased for use on that mobilenumber. In order to qualify for thereimbursement of early termination fees, customers must submit a reimbursementform along with a copy of the final billing statement from their prior carrierto T-Mobile at www.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of therequired documents and reimbursement of the early termination fees may take upto eight (8) weeks from the date of submission to be received and there is noprocess for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in goodstanding.  As this is a reimbursementoffer, T-Mobile recommends that customers make arrangements to pay any earlytermination fees billed by their prior carrier in order to avoid collectionactivity.   Our records confirm that Ms. [redacted] has attempted five (5) times tocomplete the above mentioned process; however, her requests have been declinedas a result of the billing statements submitted not having the earlytermination fees displayed.  However, upon speaking with Ms. [redacted], in an effort to amicably resolve this matter,T-Mobile has offered an extension of the original offer.  We request that Ms. [redacted] send an unaltered copy of her final billingstatement reflecting the early termination fees incurred with her previouscarrier to my attention at the email [redacted]@T-Mobile.com no later than June 15, 2015.  Please note that upon approval of that creditand the processing of the refund, Ms.[redacted] should expect to receive a refund card within seven (7) to ten(10) business days.   Please be assured that T-Mobilestrives to provide world-class service to all of our customers on each andevery contact.  We also make every effortto provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failedin any way to display that during Ms.[redacted] recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted] Executive Response

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 4, 2017, regarding the above-referenced account.
We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. Please note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, sex, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be tolerated. Please be advised that Ms. [redacted]’s concerns will be forwarded to the appropriate department for investigation; however, T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidential. T-Mobile regrets any inconvenience Ms. [redacted] or her son may have experienced and we appreciate Ms. [redacted]’s feedback.
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 P[redacted] Executive Response

October 31, 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 25, 2016 regarding the above-referenced account. 
 
T-Mobile regrets that Mr. [redacted] has concerns about his recent handset order.  T-Mobile records reflect that on September 30, 2016 Mr. [redacted] ordered two iPhone 7 Plus handsets in silver.  As you can imagine, due to high demand, many of the new iPhone 7 handsets are backordered.  We estimate that Mr. [redacted]’s devices will be available for shipment between November 1, 2016 and November 30, 2016 based on anticipated inventory to be received from Apple.  Regretfully, until inventory becomes available, we are unable to ship Mr. [redacted]’s handsets.  However, as a gesture of goodwill, on October 31, 2016 T-Mobile issued a credit to Mr. [redacted]’s account for $13.98 to reimburse him for the shipping costs associated with his handset order.  The account currently has a balance of $170.76.
 
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 contacts with us regarding the anticipated delivery date of his handset order.
 
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

January 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] Mobile Numbers: XXX-XXX-[redacted] and XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 5, 2016, regarding the above-referenced mobile numbers. T-Mobile regrets any continued frustration Mr. [redacted] encountered when speaking with Customer Care. As stated in our previous response, Mr. [redacted]’s above numbers were successfully transferred back to [redacted]. T-Mobile takes account security and identity theft very seriously. When a customer reports to us that their number has been transferred to T-Mobile without their authorization, our procedure is to request validation from the customer that they were the previous owner of the number. Upon this verification we are then able to work with the other carriers Number Transfer Team toward resolution. We sincerely apologize if Mr. [redacted] was not immediately made aware of our standing procedure. We appreciate the feedback provided by Mr. [redacted] and will ensure that the representatives who spoke with him initially are up to date with our procedures regarding unauthorized number transfers. 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. Brian W[redacted] Executive Response

May 16, 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 May 3, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding the account billing. T-Mobile records indicate that on October 25, 2016, T-Mobile’s Financial Care department assisted Mr. [redacted] with an Extended Payment Schedule (“EPS”)for the past due amount of $900.00. An EPS is a payment arrangement that allows a customer to pay their balance off in monthly installments. The creation and maintenance of an EPS can only be administered by T-Mobile’s Financial Care department. The EPS was set to bill in installments of $128.57 on the following seven billing statements. However as payment was not received in a timely manner, on November 18, 2016, T-Mobile suspended the account’s ability to place outbound calls. 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 fee may be assessed. Therefore, at that time, when a payment in the amount of $66.85 was remitted and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
On March 12, 2017, the account was cancelled for non-payment. It is important to note that if an account goes into a cancelled status, the EPS balance will be accelerated and due immediately. Therefore, at that time, the remaining EPS balance in the amount of $257.15 was accelerated and was reflected as a charge on the billing statement dated April 8, 2017.
In addition, if a customer has an open Equipment Installment Plan (“EIP") and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] agreed to an EIP on May 18, 2016, with the purchase of two iPhone SE handsets. When the account was canceled the remaining EIP balance of $466.58 was accelerated and posted to the billing statement dated April 8, 2017.
Furthermore, if a customer has an open JUMP! On Demand ("JOD") lease and the account is canceled, any remaining lease installments and purchase option price (“POP”) on the canceled account are accelerated and become due with the final billing statement. This information is disclosed within the JOD lease agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] entered into a JOD lease, on May 18, 2016, for a Samsung Galaxy S6 handset. When the account was canceled the remaining lease installments and POP totaling $244.73 was accelerated and posted to the billing statement dated April 8, 2017. It is T-Mobile’s positon that the above-referenced charges are valid and owed.
However, as a courtesy to Mr. [redacted], and upon speaking to him, on May 11, 2017, T-Mobile agreed to apply a credit in the amount of $829.71 toward the account thereby reducing the account balance to $187.74 which consists of monthly access charges applicable taxes, and fees from the billing statement dated May 8, 2017. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. 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.
Jamen F[redacted] Executive Response

July 14, 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 6, 2015, regarding the above-referenced account. T-Mobile records indicate a Signal Booster was ordered for use on the above account on June 9, 2014 and that it was received and activated on June 14, 2014. However, T-Mobile’s records indicate the requested shipping address was different than Mr. [redacted] billing address for the account. T-Mobile’s records also reflect that Mr. [redacted] ported out his mobile number on May 8, 2015, to another carrier and that a return kit was sent on May, 17, 2015 to use in returning the Signal Booster to T-Mobile. As T-Mobile has not received the Signal Booster, a non-return fee of $405.00, including tax was assessed to the account. In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has issued a credit of $405.00 leaving his account closed with a zero balance. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Rep call me and said that they will pay me the amount I was not paid, and if I still wanted to continue or discontinue services with me they would pay off any fees owing them. I sent the bills to rep and was told they were only going to pay for phones but not service bill owing [redacted].  Even though bill was current they did not pay off bill per advertisement and agreement.  At this time I am not totally certain just how much of the final bill they will pay off since they did not honor original advertisement and final agreement.
Sincerely,
[redacted]

February 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 21, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction. T-Mobile regrets Mr. [redacted]’ concerns regarding his Samsung Galaxy S6 handset. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a new or like new 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. As originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. On January 27, 2016, Mr. [redacted] completed a JUMP! Equipment Installment Plan (“EIP”) upgrade, to a BlackBerry Priv, for use with the mobile number ending in 0213. The EIP has been canceled for the returned Samsung Galaxy S6 handset. 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. Pancho Q* Executive Response

August 18, 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 11, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted] satisfaction.
 
T-Mobile regrets that Mr. [redacted] experienced any difficulty contacting our offices regarding his concerns.  T-Mobile was able to speak with Mr. [redacted] regarding this matter on August 18, 2015 and this matter was resolved to his satisfaction.
 
Please be advised that T-Mobile records show that Mr. [redacted] mobile number ending in 9295 used a non-T-Mobile branded [redacted] Xperia Z3 handset, the IMEI for that handset shows as [redacted] and our records confirm that this handset was used on his line from June 11, 2015 through July 20, 2015. 
 
T-Mobile explained to Mr. [redacted] that we honor a limited 12-month manufacturer warranty on handsets that are purchased from T-Mobile or from an authorized dealer of our products and services.  If our customers purchase a handset from any seller that is not authorized to sell our products and services, they do not receive a warranty from T-Mobile, which is the case with the above mentioned handset.  Our customers may opt to add Premium Handset Protection (PHP), which is provided by [redacted].  In the event that a customer has PHP and requires a replacement handset for a non-T-Mobile branded handset, they may contact [redacted] and file a claim with them.  Once the deductible has been paid directly to [redacted], they will send a replacement handset to our customers.  Please be advised that Mr. [redacted] does not subscribe to PHP at this time.
 
T-Mobile advised Mr. [redacted] that he may contact us through September 5, 2015 to accept the offer presented in our letter to your offices dated August 5, 2015.  As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile advised Mr. [redacted] that we will offer to send a like new, T-Mobile branded, [redacted] Xperia Z3 handset kit at the cost of $175.00, which is the amount of the deductible for that handset for customers that subscribe to PHP by [redacted].  In addition, Mr. [redacted] was advised that he will be required to return the non-working [redacted] Xperia Z3 handset that is currently in his possession, which is similar to the process with [redacted].  At this time, Mr. [redacted] informed T-Mobile that he will consider this option and will contact me directly at my number below before September 5, 2015 if he would like to accept this offer. 
 
T-Mobile regrets any inconvenience to Mr. [redacted] and we 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[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 correspondencedated June 15, 2015, regarding the above-referenced account.   T-Mobile records indicate that onApril 28, 2015, Mr. [redacted] purchased a Sony Xperia Z1S handset at a totalprice of $276.23 including all applicable taxes.  Please not that this purchase was paid for byMr. [redacted]’s credit card.  As of the time of Mr. [redacted]’s purchase of a new handsetfor use on the mobile number ending in [redacted], T-Mobile provided a 20-day returnperiod which allowed Mr. [redacted] to use the equipment to see if it meets hisneeds.  If the equipment was notacceptable, it could have been returned to the original point of sale for arefund or exchange and, if requested, cancelation of the service.  T-Mobile records indicate that the handset wasreturned to the T-Mobile warehouse via [redacted] on May, 6, 2015.  It is important to note that Mr. [redacted] disputed thepurchase through his credit card company and as a result the charges for theequipment were returned unpaid to T-Mobile.  As such, T-Mobile created a charge in theamount of $276.23 for the total price of the handset purchase and applied thischarge to Mr. [redacted]’s T-Mobile account on June 1, 2015.  Please be advised that due to an inadvertent error thecharges for the handset were not adjusted when the device was returned to ourwarehouse.  In an effort to amicablyresolve this matter, on June 16, 2015, T-Mobile applied a credit to the accountin the amount of $276.23 for the handset and all applicable taxes.  Please note that Mr. [redacted]’s accountcurrently remains open and reflects a credit balance in the amount of $1.43that will apply to his next billing statement.  We regret any inconvenience to Mr. [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or[redacted].  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response