T-Mobile Usa Inc

Complaint: ***I am rejecting this response because:
I am not even sure where to begin with this and debated bothering to respond at all because it does not seem to be making a difference I had believed that everything had been resolved the other day when I filed the complaint with the Revdex.com as well as another complaint with my state's Attorney General and spent another six (6) hours corresponding with T-Mobile That is also why I did not respond to the calls from MsJ***; I thought that everything was resolved At this time I am not going to further attempt to correct the facts where T-Mobile and myself do not tell the same story, but rather just address the credit issue MsJ*** notes I was credited $for the early termination fee from my previous provider as well as $for my old phone According to my calculations, that would result in a credit of $240, not $as T-Mobile lists as my revised credit This is why I have rejected the business response and what I would like to have explaned please.Sincerely,*** ***

Can you please open this case againAfter a lot of promises, nothing has been done yet

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I had asked for completely, however since this company has yet to make me very happy with their customer service it was no surpriseI feel forced to accept this resolution yet I will accept it since I am so tired of fighting for anything good at all to come of my issues with this companyEven though they did agree to send me a new phone, I still am out of money once again with this company due to their inability to pay for the shippingI really feel that this company could have afforded to a least pay two more months of my phone bill since I had such a severe long hard time dealing with themI have learned that customer happiness is the least of this companies concern, I feel like they just did the bare minimum to deal with this situation, so I have agreed to their terms since Karma is much more powerful than I am and I will let them deal with their own problems that will come their way due to their own negligenceSincerely, *** ***

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated June 2, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms***’ satisfactionT-Mobile regrets that Ms*** ran into difficulties while attempting to upgrade her handset and qualify for T-Mobile’s “Tablet on Us” GPad promotionPlease note that during the dates of May 13, 2016, and May 16, 2016, qualifying customers who purchased an LG GPad on a new or existing mobile internet line, on an Equipment Installment Plan (“EIP”), qualified to receive a rebate within eight weeks for the full cost of the GPad, so long as all qualifications were met at the time that the rebate was processedPlease note that the requirements included that the GPad was on an active EIP, the account was in good standing, and the tablet line remained active at the time that the rebate was processedT-Mobile records indicate that on May 13, 2016, Ms*** purchased a new Samsung Galaxy Grand Prime for use with her mobile number ending in ***, and added a mobile internet line to her account, for use with the mobile number ending in ***Please note that Ms*** was asked to purchase a SIM Card for her new mobile internet line of service, for a total charge of $plus applicable taxesHowever, it appears that the store ran out of the GPad devices, and Ms*** was directed to order her GPad through Customer Care, although she later opted to not place the order, due to receiving additional details of the promotionPlease note that there was no contract associated with this promotion, and the EIP could be paid off in full with the rebate or at any timeWe regret any misinformation regarding this promotionUpon speaking with Ms*** regarding this matter, she advised that she was disappointed to have not received her tablet, but was more concerned with not receiving her $refund for the activation cost of the tablet line, and the $bill credit pursuant to the promise of the Retail Store ManagerMs*** noted that the $bill credit was promised due to the fact that Ms*** had located her new Samsung Galaxy Grand Prime handset at another T-Mobile authorized retailer for $less, and the Retail Store Manager had offered to price match the competitor’s cost with a bill credit of $As such, in an effort to amicably resolve this matter, T-Mobile offered to send Ms*** an LG GPad at no costHowever, Ms*** indicated that she did not want the tablet, and would prefer a refundAs such, T-Mobile issued a credit to Ms***’ account in the amount of $150.00, bringing Ms***’ account to a revise credit balance of the same amountMs*** accepted this offer as resolution in full to her concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ recent contact with our retail location or Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCKayla J*** Executive Response

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated September 6, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** regarding the interruption of his servicesOur records indicate on July 3, Mr*** set up a payment arrangement online through our website www.t-mobile.com and agreed to complete his payments as follows: $on July 10, and $on July 17, and those payments were to be drafted from Mr***’ credit card automaticallyAs such, on July 10, T-Mobile attempted to process Mr***’ payment as agreed but it was declined indicating that his financial institution did not want to honor the payment which on July 12, caused his payment arrangement to failConsequently, on July 13, Mr***’ account was suspended for non-paymentPlease note, prior to suspension, T-Mobile notified Mr*** via text message to contact us in order to avoid service interruptions and a $reconnection fee per line of serviceIt is also important to note that in order to restore services after a payment arrangement is failed, T-Mobile requires payment for the full past due amount which in Mr***’ case was $at the timeT-Mobile however agreed to restore Mr***’ services with only the payment of $and set up a new payment arrangement for the remaining $to be paid on July 16, As Mr***’ account was suspended, he was charged a $reconnection fee plus $taxes on each line of service for a total of nine lines which comes to a total of $It is T-Mobile’s position that the reconnection fees billed to Mr*** are valid and dueNonetheless, in an effort to resolve Mr***’ concerns amicably, on September 11, T-Mobile applied a credit of $to his accountMr***’ account remains active with a revised past due balance of $which is currently on a payment arrangement and a new charges of $due on September 23, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCSal O*** Executive Response

Complaint: ***I am rejecting this response because:None of this was ever explained like this to us when we joined we were told that when Jump was introduced all customers would be moved to it and jump one would no longer exist, and as for me just being named on the account it still means that I have full say on what is going on with the accountI can see from the non caring way that they responded to me that they could really care less about their customers and could care less about personal contact at least when I filed on *** about a problem with them I got a personal call from them and a person that wanted to fix the problemAt least with *** I could get my phone in my name and was treated like I was the account holder when contacted not just some non personI see now that going to T-Mobile was a huge mistake, *** with all of their failings were still better at treating their customers better and at least contacted me in person with in three days and not by some letter that sounds like a sales pitch a week laterSince I have Directv also I will be moving back to *** at some point when I cannot get scalped by T-Mobile and their deceptive ways.Sincerely,*** ***

February 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated February 4, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe understand that a higher than usual bill can be frustrating and we regret any concerns Mr*** experienced regarding this matterOur records indicate that on September 18, 2014, Mr*** activated the above-referenced accountFollowing, on March 27, 2015, Mr*** activated the mobile number ending in *** and subscribed it to T-Mobile’s Wearable Mobile Internet Unlimited Talk, Text and megabytes of Data rate plan for $per monthAlso, on March 27, 2015, Mr*** took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one Samsung Gear S equipment under mobile number ending in ***At the time of purchase, a down payment was not required; yet, payment of $for the sales taxes was remitted and monthly installments of $were acceptedOur records further indicate that on July 29, 2015, Mr*** elected to change his rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data rate plan for $per month with mobile numbers ending in *** *** *** *** *** and ***Please note that the mobile numbers ending in *** *** and *** were add-on-lines to the account and paid an additional $per monthBased on the above, at this time, Mr*** estimated monthly recurring charges were $before applicable taxes and feesT-Mobile records reflect that Mr*** billing statement dated November 19, 2015, had a balance of $which included past due charges of $from the billing statement dated October 19, 2015, monthly recurring charges, applicable taxes and fees billed from November 19, 2015, to December 18, 2015, six restore from suspend fees of $each, the EIP monthly installment and a late fee of $Please note that on November 28, 2015, payment of $was remitted to the account and on December 5, 2015, an additional payment of $was remitted to the account, leaving the account with a remaining balance of $T-Mobile records further reflect that Mr*** billing statement dated December 19, 2015, had a balance of $which included past due charges of $from the billing statement dated November 19, 2015, monthly recurring charges, applicable taxes and fees billed from December 19, 2015, to January 18, 2016, six restore from suspend fees of $each, the EIP monthly installment and a late fee of $Please note that on December 27, 2015, payment of $was remitted to the account and on January 10, 2016, an additional payment of $was remitted to the account, leaving the account with a remaining balance of $Our records confirm that on December 5, 2015, per Mr*** request, T-Mobile transferred the mobile numbers ending in *** *** *** *** *** *** from Mr*** account to a separate T-Mobile Pay-As-YserviceAt this time, Mr*** elected to change his rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data for $per month with the remaining mobile number ending in No changes were made to the mobile number ending in ***As such, Mr*** estimated monthly recurring charges are of $before applicable taxes and feesT-Mobile records reflect that Mr*** billing statement dated January 19, 2016, had a balance of $which included past due charges of $from the billing statement dated December 19, 2015, monthly recurring charges, applicable taxes and fees billed from January 19, to February 18, 2016, two restore from suspend fees of $each, the EIP monthly installment and a late fee of $Please note that on January 29, 2016, payment of $was remitted to the account and most recently on February 6, 2016, payment of $was remitted to the account, leaving the account with a remaining balance of $Mr*** may remit payment to the address listed on his billing statement or may contact our Customer Care at 1-800-937-to make arrangement for paymentBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCAida A*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do however want to say a couple of thingsThe reason I was past due was because back in April I set up a payment plan to pay my bill and was given the wrong amount that I had to payIn the months before April I always paid whatever I owed and never had an issue with T-MobileAlso, when I called in on August 3rd it was solely because T-Mobile had suspended my phoneI never set up any arrangements to be taken from my account on August One of the people I spoke with that day set those up without my knowledgeIf you pull the calls you can see that.
I did did set up two arrangements with a superviosrOne for 8/and one for 9/and both of those will be taken directly from my account and paid (causing financial difficulty for me) but the supervisor I set those up with was rude and did not want to listen to anything I had to sayHe basically forced me to set up payments and rushed me off the phone.
I also tried to contact Mr*** twice with no success after I received an email from him asking me to call him to discuss what happened.
I do appreciate your response and timeThank you!
Sincerely, *** ***

August 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 22, 2016, regarding the above-referenced accountWe are sorry to hear that Mr*** has continued concerns with the billing for his Mobile Internet (“MI”) line of serviceOur records confirm that Mr***’s MI line of service ending in *** was activated with a $deposit on June 30, 2016, on our 2GB MI rate plan for $monthlyPlease note that each of our MI price plans are discounted $per month when there is a mobile voice line on the accountHowever, at Mr***’s request, on February 15, 2016, the MI line’s rate plan was changed to our $On Demand price planAfter the aforementioned monthly discount, with an active cell phone line Mr*** was receiving this line free of chargeHowever, on March 29, 2016, Mr*** elected to cancel his two mobile lines by porting them to another service providerPlease note that T-Mobile does not have record off Mr*** contacting us to cancel his MI line ending in ***As such, this line remained active, and as there was no mobile number active, this MI line has been charged $per monthAdditionally, on April 15, 2016, due to non-payment Mr***’s MI line ending in *** was suspendedAs such, on Mr***’s May 15, 2016, billing statement, he was charged a $reconnection feeIt is our position that as we received no instruction to cancel the MI line, the charges are valid and owedNevertheless, on July 29, 2016, T-Mobile issued a courtesy bill credit to Mr***’s account in the amount of $After the bill credit, Mr***’s account reflected zero balanceAdditionally, on July 29, 2016, T-Mobile canceled Mr***’s MI lineAs Mr*** paid a $deposit when this line was activated, the $deposit was released and now, Mr***’s account remains canceled with a $creditPlease be advised that Mr***’s final billing statement that has yet to be generated will reflect accelerated equipment charges for the two Galaxy Grand Prime handsets that were purchased at point of sale on our Equipment Installment Plan (“EIP”) programThe $credit balance will be applied towards the final billing statementBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCTaylor B*** Executive Response

Complaint: ***I am rejecting this response because:
The response by T-Mobile fails to address the important issue of Identity Theft, and the three notifications to T-Mobile by both myself & *** employee of the unauthorized transfer of the phone numbers involved
On all three attempts of notification to T-Mobile of Identity Theft, the unauthorized use of my social security number, and the unauthorized transfer of my phone numbers, none of the T-Mobile employees made any attempt to assist me, or refer me to T-Mobiles Faud DeptA *** employee, in my presence, spent a considerable amount of time attempting to reach their Fraud Department, without success*** employee was also unsucccessful in gaining assistance from T-Mobile employees in resolving this issue
While I sincerely appreciate Mr W***'s assistance & professionalism in returning these phone numbers to ***, he also stated T-Mobile has policy specifically addressing these type mattersI see no acknowlegement of this policy breakdown, or any means of preventing future T-Mobile Identity Theft notification breakdown
Sincerely,*** ***

November 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** 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 accountT-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfactionOn September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tratheir fully paid off iPhone or aboveCustomers that purchase a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone Please be advised that those that traan iPhone 6, Plus, 6S, or 6S Plus will receive the phone at no cost after a tracredit and monthly EIP bill credits; customers that trade in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the iPhone or iPhone Plus the cost will increase in increments of $with each memory variantAdditionally, the tradevice must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements are not met the customer will not qualify for the promotionPlease be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statementT-Mobile records confirm that Mr*** returned an Apple iPhone 5S and an Apple iPhone device to receive the “iPhone Trade-Up” offer and we have received the equipmentDue to an inadvertent error, Mr*** did not receive the lump sum bill credit for the tracost of the Apple iPhone 5S or the Apple iPhone which should have totaled $223.00, nor has he been receiving the monthly bill credits to offset the monthly EIPIn an effort to resolve Mr***’s concerns, T-Mobile has closed the EIPs for the two Apple iPhone devices that were purchased during the referenced promotion, leaving Mr*** free of financial responsibility for the devicesIn addition, T-Mobile has also agreed to adjust the EIP charges for the Apple iPhone devices that were billed to Mr*** on the bill dated October 21, T-Mobile regrets any inconvenience caused to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLupe C*** Executive Response

March 24,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated March 16, 2017, regarding the above-referenced account
T-Mobile regrets Ms***’s concerns regarding her returned handsetAt the time of Ms***’s purchase of a new Samsung Galaxy SEdge 32GB handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms*** to use the equipment to see if it meets her needsIf 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 Equipment Installment Plan (EIP) entered into at the time of the original purchaseAs Ms*** indicates in her correspondence to your office, she chose to return her equipment within the return period
In an effort to amicably resolve Ms***’s concerns, on March 19, T-Mobile contacted her and offered to expedite the refund with an account credit of $equivalent to the down payment and taxes paid at the time of purchaseThis credit returned Ms***’s T-Mobile account to a credit balance of $Ms*** accepted this offer as resolutionT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Kimo C***
Executive Response

May 25,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
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 accountPlease be advised that T-Mobile records indicate the account holder of record is Ms*** ***, and that she has designated Mr*** *** as an authorized user of the account
T-Mobile regrets hearing of Mr***’s recent experience with T-Mobile and appreciates the opportunity to respond to his concernsT-Mobile records indicate that Mr*** is currently subscribed to the Simple Choice North America plan which for $110.00, provides two lines of service with unlimited talk, text and data an up to 4G/LTE speeds depending upon device capabilityAdditionally, Mr*** is currently enrolled in the device protection plan on both lines of service which is an additional $per line
The account currently has two open Equipment Installment Plans (“EIP”), one which includes two Apple iPhone devices for $per month and a second EIP that includes accessories for the iPhone devices for $per monthThe expected monthly recurring charges on Mr***’s account are $plus taxes and fees and prior to the monthly advantage discountAdditionally, Mr***’s account is currently enrolled in our Advantage program which provides an additional 15% off of the monthly recurring charges each monthT-Mobile has confirmed that Mr*** has been billed in accordance with his current rate plan, and no additional charges have been incurred on the account
Upon speaking with Mr*** on May 18, 2017, in an effort to amicably resolve this matter, T-Mobile offered to change Mr***’s rate plan to the Select Choice which for $includes unlimited talk, text, and 30MB’s of high speed dataAdditional unlimited data plans providing high speed data at up to 4G/LTE speeds may be purchased at a rate of $per line of serviceMr*** declined making any changes to his account at this timePlease note that should Mr*** wish to take advantage of this offer, he has until June 18, 2017, to contact our office at the number listed below
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 informationWhile we understand that Mr*** has not received the complete and accurate information we pride ourselves on providing, we do appreciate his patienceWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer CareT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Felicia P*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

January 5,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re:
*** ***
T-Mobile Account Holder *** ***
Your File No***
T-Mobile Prepaid NoXXX-XXX-***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 21, 2015, regarding the above-referenced account.
T-Mobile regrets any frustration Ms*** encountered with her prepaid balance. T-Mobile records confirm that Ms*** is subscribed to our grandfathered Pay As You Go service and has reached Gold Rewards Status. Gold Rewards customers are provided with a day expiration date for any refill applied to their account after they have reached Gold Rewards Status. Further records confirm that on November 16, 2014, Ms*** applied a $refill to her account. This provided her with a $balance with an expiration date of November 16, 2015.
Additional records confirm that on November 13, 2015, a free system message was sent to Ms***’s above number stating “Free T-Mobile Msg: Your prepaid service is about to endRefill your account by 11/16/2015, and all unused minutes will extend to the new service availability date.”
Unfortunately, Ms*** did not apply a refill to her account and therefore her account balance at the time of $expired on November 16, 2015. Nevertheless, in an effort to amicably resolve this issue, we have applied a credit of $to Ms***’s account to restore her balance and extended the expiration date through February 9, 2017. Ms*** may check her balance by dialing #225# or by visiting www.T-Mobile.com.
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-ext***
Very truly yours,
T-MOBILE USA, INC
Brian W***
Executive Response

March 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced accountT-Mobile regrets any concerns that Ms*** has experienced in regards to her T-Mobile bill and appreciates the opportunity to respond to her concerns
In Ms***’s letter to your office, she indicates that she experienced coverage concernsAlthough we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms*** experienced any issues with her serviceUpon reviewing the address listed on the account, which is the same as Ms*** listed on her concern to your office, T-Mobile found that Ms***’s area is served by our network with the following spectrums: LTE MHz as well as MHz for 4G serviceMs***’s area is also served by our 2G technology
T-Mobile records confirm that on December 7, 2016, Ms*** activated five mobile lines on the T-Mobile ONE rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthAdditionally, should a customer elect to enroll in AutoPay they are eligible to receive a $discount per line of service for up to eight lines of service
T-Mobile records indicate that on December 7, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy SEdge 64GB handsets in whiteEIP 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 monthly installments
Accordingly, Ms*** was asked to make a down payment in the amount of $plus applicable taxes on each handset and agree to a series of monthly installments in the amount of $each handset
At the time of Ms***’s purchase of a new handsets T-Mobile provided a day return period which allowed Ms*** to use the service/equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase
Regrettably, on December 10, 2016, Ms*** elected to cancel all five of her mobile numbers due to coverage concerns and was advised to return the two Samsung Galaxy SEdge 64GB handsets utilizing the provided pre-paid shipping labelsOn December 19, 2016, the two Samsung Galaxy SEdge 64GB handsets in white were checked into the warehouseIt is important to note that it may take up to days from the date of receipt for charges to be removed for the returned handsets
Please note that as the two Samsung Galaxy SEdge 64GB handsets in white were not yet reflecting as returned the remaining balance billed out on the final billing statementMs***’s final billing statement dated January 7, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs*** was assessed charges for the final EIP, and received credits totaling $for her services from December 10, 2016, through January 7,
Due to the overwhelming response to handset sales our warehouse is experiencing a day delay in checking in handsetsOn March 1, 2017, upon speaking with Ms*** T-Mobile issued one-time credit to her account totaling the amount of $880.88, which resulted in a credit balance in the amount of $140.00; Ms*** was then issued a refund of $via pre-paid debit card to her address of recordPlease allow seven to ten business days for receiptMs***’s account remains closed with a zero balance
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer CareT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan C*** Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated March 31, 2016, regarding the above-referenced accountT-Mobile regrets Ms***’s inconvenience regarding her JUMP! On Demand leaseAs Ms*** is aware, JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantIt is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costHowever JUMP! On Demand cannot be resumed should a customer elect to cancel their accountT-Mobile records indicate on February 21, 2016, Ms*** elected to cancel her T-Mobile account; however on February 25, 2016, Ms*** resumed her two lines of serviceAt the time of entering a JUMP! On Demand lease, customers are given documentation which indicates that a JUMP! On Demand lease cannot be resumed once canceledAs such, Ms***’s JUMP! On Demand lease for her Samsung Galaxy Note and her Apple iPhone Plus were closed and the buyout option of $became due on her billing statement dated March 14, As the JUMP! On Demand lease was unable to be resumed, Ms*** created an extended payment arrangement on March 18, However in an effort to amicably resolve this matter, T-Mobile has agreed to allow Ms*** to return her Samsung Galaxy Note and Apple iPhone Plus to our office directlyUpon the return, T-Mobile will agree to remove the JUMP! On Demand lease payoff of $T-Mobile contacted Ms*** on April 1, at which time she accepted out offerMs*** has indicated that she will return her equipment to our office by no later April 8, as part of our arrangementFurthermore Ms*** will visit a local T-Mobile retail store to upgrade to a new handset on our JUMP! On Demand lease program and begin a new lease agreementMs*** may return her equipment to: *** *** *** *** *** *** *** *** ** *** ** *** T-Mobile recommends that Ms*** request a return tracking number when shipping the equipment back to T-MobileWe ask that she please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetsWe also ask that Ms*** disable the “Find my iPhone” application as T-Mobile cannot disable this applicationBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCMartin G*** Executive Response

Complaint: ***
To whom it may concern:I appreciate the response from T-mobile and I did have a good talk with the T-mobile agent on February 2, But I have to reject this response because of the following reasons.First, there are a few things in the response different to what T-mobile talked with me over the phoneFor example, since I have not decided whether to keep the postpaid plan after March 1, T-mobile said they have subscribed me into Autopay but in the response they claimed that I am not in Autopay.In addition, T-mobile talked about a "prorated charge" in the responseBut I never heard about that during the phone callHow much is this charge?Last but not least, some important information is unclear in this responseAs I mentioned in the original complaint, the customer service said the transfer from postpaid to prepaid would take two weeksAccording to the response, the refund will not be provided once the services are used through March Then there comes a question: how does T-mobile define a "complete transfer"? Will the further charge be avoided if I called to stop my postpaid plan on February 28, or do I have to call in advance to ensure the transfer is updated on T-mobile's system before billing cycle ends?I will only respectfully request Revdex.com to close this complaint after all the above concerns are adequately resolved.Since I am out of US now, I appreciate contact through my email or text message only if T-mobile has any further questions.Thank you so much!
Sincerely,
*** ***

May 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 6, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr***’s satisfaction
T-Mobile sincerely regrets any inconvenience to Mr*** regarding his T-Mobile account and recurring monthly service chargesT-Mobile records confirm Mr*** is currently subscribed to our T-Mobile ONE rate plan with unlimited talk text and data for five voice lines and one Mobile Internet line with Gigabytes of dataT-Mobile ONE has a base price of $for four lines of service and $for each additional lineHowever review of Mr***’s account confirms he is currently receiving a promotional discount for two of his lines bringing his expected recurring service charges for T-Mobile ONE to $for six lines of service
T-Mobile records also confirm that Mr*** is enrolled in our Premium Handset Protection and JUMP! features on four of his lines for a total $additional each monthMr*** also has a total of ten active Equipment Installment Plans (“EIP”) or JUMP! On Demand (“JOD”) leases; therefore the combined monthly cost of this equipment is $each month plus applicable taxesIncluding Mr***’s rate plan and feature charges, his account has an estimated recurring monthly service cost of $
T-Mobile records confirm that on February 23, 2017, Mr*** changed his rate plan from a Simple Choice Family plan to T-Mobile ONEDuring the billing cycle of February 21, 2017, through March 20, 2017, Mr***’s account incurred billed charges of $These charges included $for prorated service charges from February 21, 2017, through March 20, These prorated service charges combined with standard recurring monthly service costs to create a balance due of $
T-Mobile contacted Mr*** on May 18, 2017, and in effort to amicably resolve this matter advised Mr*** his estimated monthly service charges are $T-Mobile adjusted his current monthly service costs as an additional courtesy; following the adjustment Mr***’s account reflects a zero dollar balancePursuant to the conversation Mr*** advised this matter has been resolved 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jamen F*
Executive Response

September 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 7, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr***’s concerns to his satisfactionT-Mobile regrets any inconvenience that Mr*** may have experienced when contacting T-Mobile to purchase System Identifying Module (“SIM”) cardsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareOn September 2, 2016, Mr*** activated his account with four lines on a Simple Choice Family Match Unlimited Talk, Text + 6GB rate plan at a monthly rate of $for the four linesAs the account was activated at the time Mr*** called in, he began to incur charges for the rate plan and applicable taxesIt is important to note that at the time of the purchase, Mr*** provided all of the required personal information to activate an accountWe regret any misunderstanding that may have occurredPursuant to Mr***’s request, on September 7, 2016, the above referenced account was canceledAs the account was canceled with no usage, Mr*** will not be responsible for any charges incurred on the account from September 2, through September 7, Mr***’s account is currently closed and reflects a zero balanceUpon speaking to Mr*** on September 13, 2016, he advised that he still intends on porting his lines over to T-Mobile at the end of his billing cycle with his current providerWe are excited for Mr*** to become a T-Mobile customer and look forward to serving himBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCCarla S*** Executive Response