T-Mobile Usa Inc

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]

Complaint: [redacted]I am rejecting this response because: in response to Mr. T[redacted] claim of attempts to reach me, I was in response the same day each time I was contacted. Each time I was contacted, I responded during the business hours on his voicemail. I did not know or agree to receiving a prepaid MasterCard as payment method for my refund. In addition, I still have not received any refund or correspondence from T-Mobile and it has been ten days from the communication on March 5. I would like a check overnight for the credit balance plus interest for failing to comply with their own procedures. A prepaid card is not very secure way of issuing s refund. I believe that T-mobile is acting in a retaliatory manner for switching to a competitor after their failure to treat me with dignity and respect as a customer.Sincerely,[redacted]

December 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted] [redacted]
[redacted]
[redacted]...

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] [redacted], and [redacted] has been designated as an authorized user of the account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] may have regarding his account. 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 team.
T-Mobile records indicate that Mr. [redacted]’s account may be placed on seasonal suspend once per 12 months for a maximum of 90 consecutive days. The cost for a seasonal suspend is $10.00 plus tax per month. Please note between November 21, 2014, and July 6, 2017, T-Mobile made numerous exceptions for a seasonal suspension on the account.
Per Mr. [redacted]’s request, his line of service ending in [redacted] was seasonally suspended on July 6, 2017, and was scheduled to resume on October 6, 2017, provided that payments remain current through that date. If at any time the account goes into a past due status, the account’s seasonal suspension will be removed and the account will be suspended for non-payment.
T-Mobile records confirm Mr. [redacted]’s last payment towards the account was made on December 14, 2015, in the amount of $10.51. Please note the payment reduced the account to a $9.82 balance at that time. Thereafter the account carried a past due balance going forward.
Please note that between February 27, 2017, and July 6, 2017, Customer Care applied a total of $50.84 in credits to the account. Please note the credits reduced the account balance to $39.14. Though the account was placed on a seasonal suspension, due to non-payment, the account was canceled on July 24, 2017.
Furthermore, as Mr. [redacted]’s account remained past due, on September 12, 2017, the account was referred to [redacted] for collection attempts. T-Mobile records indicate that on October 16, 2017, Mr. [redacted] remitted a payment in the amount of $39.14 directly through [redacted].
Regretfully, as the account has been canceled for more than 90 days, T-Mobile is unable to reuse the mobile number ending in [redacted]. 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 [redacted]

August 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile handset and her device protection plan.  According to our records, on March 10, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 handset through our Equipment Installment Plan ("EIP") program wherein she was required to remit payment for taxes on the full retail price and agreed to 24 monthly installments in the amount of $24.00.    Please note that Ms. [redacted]’s mobile number ending in 6785 was subscribed to the $12.00 monthly JUMP! 2.0 feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.    As Ms. [redacted] had equipment protection on the account she had the choice to process a claim through Assurant, the third party provider.  When a claim is filed a deductible is charged by Assurant.  Please be advised that Assurant has Terms and Conditions separate from T-Mobile.   On May 26, 2017, Ms. [redacted] cancelled her mobile number ending in 6785 when she transferred it to another service provider.  Please note that the above-referenced EIP remains valid and owed.    However, as a courtesy to Ms. [redacted] and upon speaking to her, on August 4, 2017, T-Mobile offered to apply a onetime credit toward her account in the amount of $48.00 for the cost of the JUMP! 2.0 feature over the past four billing periods.  Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.    Ms. [redacted]’s account remains active with a balance of $444.66 which consists of monthly access charges, monthly EIP charges, applicable taxes, and fees from the billing statements dated June 3, 2017, and July 3, 2017.  As an additional courtesy, T-Mobile has placed a hold on Ms. [redacted]’s account to prevent service interruption and to allow for Ms. [redacted] to remit payment for her outstanding balance.  Please note that this hold will expire, on August 26, 2017, at which time regular collection activity will resume for any remaining outstanding balance.  T-Mobile recommends that Ms. [redacted] contact T-Mobile Customer Care at her earliest convenience to make payment arrangements in order to avoid service interruption.  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.   Brandon 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.  I have sent the device back to T-Mobile with tracking number provided via email Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But please note for your record:  T- Mobile did in fact, contact me and I did NOT refuse to discuss the matter.  I am aways quite open to discuss matters such as these on an adult level.  The gentleman that called made it a point several times from the beginning that all he wanted to do was read me his script.  His exact words.  I simply told him that I was not interested in his script and told him he should contact the Revdex.com in reference to this matter.  He had no intrest in discussing the matter at all and endd the phone call when I made it clear that I was recording it.  Thank you Revdex.com for your help.  It is a sad day that we let these thieves do business in our great country.Sincerely, [redacted] US Navy (Retired)Combat Disabled Veteran

Complaint: [redacted]I am rejecting this response because:
Parts of what is said here is NOT TRUE. If their records say I upgraded to a Samsung Galaxy S7 it is correct. The phone I upgraded to and am currently using is an iPhone 6S. I just want to make sure the final report does not have errors which appear in a later report. 
THIS IS AN ERROR:  "As such, our records confirm that on October 10, 2016, Dr. [redacted] upgraded to a Samsung Galaxy S7 handset. T-Mobile is pleased to hear that Dr. [redacted] now has a working handset". 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

November 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] with respect to her Samsung Galaxy Note 7 (“Note 7”) handset. As reported, Samsung announced a world-wide recall of their highly regarded Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. We certainly apologize if one of our employees failed to follow that process for Ms. [redacted]. Our records indicate that on August 20, 2016, Ms. [redacted] purchased a Note 7 device under an Equipment Installment Plan (“EIP”) remitted a down payment in the amount of $69.99 plus taxes. On September 23, 2016, our records indicate that Ms. [redacted] returned the above handset and as such the EIP was closed out. On this same day, Ms. [redacted] purchased another Note 7 handset under an EIP and remitted a down payment in the amount of $69.99 plus taxes. It is important to note that on October 13, 2016, the Consumer Product Safety Commission (“CPSC”) announced a full recall on all versions of the Note 7. As a result, we urged our customers to power down their device and bring all models of the Note7 back to a T-Mobile store for a full refund regardless of our return period. Our records confirm that on October 21, 2016, Ms. [redacted] returned the above handset and as such T-Mobile closed out the EIP associated with this device. On November 17, 2016, T-Mobile spoke with Ms. [redacted] and explained the above information. Additionally, T-Mobile processed a bill credit in the amount of $14.83 for additional services added on myT-Mobile.com by the user of phone line ending in [redacted], updating Ms. [redacted]’ balance with the due date of November 21, 2016, to $361.53. Ms. [redacted] was satisfied with the above information as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

June 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account Nos. [redacted] & [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced accounts. Please be advised that T-Mobile has successfully resolved Ms. [redacted] concerns to her satisfaction.
Please be assured that T-Mobile strives to provide world-class Un-carrier experience to all of our customers on each and every contact. We apologize if any T-Mobile employee failed in any way to display that to Ms. [redacted] during recent contacts without Executive Response team. Please note that from May 30, 2017 through June 1, 2017, our office corresponded with Ms. [redacted] via email and during that conversation we were able to resolve her concerns.
T-Mobile records confirm that when the mobile number ending in [redacted] on Ms. [redacted] business account ([redacted]) and the mobile number ending in [redacted] on her personal account ([redacted]) were requested to be ported out, the port request was authenticated. Meaning the individual requesting the port verified the billing account name, account numbers, mobile numbers, and pass codes to the accounts and as such they were ported out to another carrier thus canceling their service with T-Mobile on July 17, 2016. T-Mobile regrets any inconvenience to Ms. [redacted] regarding the port process.
In an effort to amicably resolve Ms. [redacted] concerns to her satisfaction, T-Mobile applied a credit in the amount of $149.99 for the LG V10 she returned to her personal account 952108878 and a second credit of $225.00 for billed installments leaving a credit balance of $225.00 on her personal account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

April 5, 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 24, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to the concerns he has about his EIP payment, the card received for reimbursement and his rate plan charges.
Please be advised that www.switch2t-mobile.com is the website that customers use to upload their final billing statement in order to receive reimbursement from their previous carrier. The webpage explains that customers will receive a pre-paid MasterCard and that it is usable with any MasterCard merchant. Our records confirm that Mr. [redacted]’s reimbursement was mailed on July 23, 2015.
T-Mobile records show that on February 18, 2017 and February 19, 2017, Mr. [redacted] made a payment in the mount of $56.66 to pay off his EIP plan for his two Samsung Galaxy S6 devices. It is important to note that the payment made on February 18, 2017 was applied towards Mr. [redacted]’s account and left him with a credit balance in the amount or $56.66. Mr. [redacted]’s billing cycle closed on February 18, 2017 and the billing statement reflected the amount due of $116.08 because the payment made reflected on the balance. Please be advised this happened the following month as well because Mr. [redacted] also made a payment on February 19, 2017 in the amount of $56.66 which posted to the billing period of February 19, 2017 to March 18, 2017.
Mr. [redacted] was left with a charge of $56.66 which was the two EIP payments in the amount of $28.33 for each handset that was pending on the billing period of January 19, 2017 through February 18, 2017. In order to resolve the matter, on March 23, 2017, T-Mobile adjusted Mr. [redacted]’s account in the amount of $56.66 leaving him with a zero balance. Moving forward Mr. [redacted] should expect a billing of $80.00 Simple Choice rate plan with $20.00 charge for two additional lines totaling $100.00 before taxes and $116.20 after all taxes and fees.
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.
Jimmie P[redacted]
Executive Response

January 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 January 29, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns regarding the billing cancellation and of his account. Our records confirm that on December 18, 2016, Mr. [redacted] contacted T-Mobile Customer Care and requested to cancel his account. As Mr. [redacted] mentions in his letter to your office, his billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through January 14, 2017. Regretfully, due to an inadvertent error, Mr. [redacted]’s account remained active until January 28, 2017 upon notice that his account did not cancel as requested. At that time, T-Mobile ensured that the account was canceled and issues credits totaling $49.72 which were equal to monthly access charges from January 15, 2017, to February 14, 2017. Based on the above, the remaining charges of $50.17 for service charges between December 15, 2016 and January 14, 2017 remained valid and owed. However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $50.17. As such, Mr. [redacted]’s account remains closed with a zero balance. 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. Alberto V[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10774753, and find that this resolution is satisfactory to me. Sincerely, [redacted]

September 28, 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 September 23, 2015, regarding the above-referenced account. 
 
T-Mobile regrets that Mr. [redacted] had any discrepancy with the payment that we received via EasyPay on September 19, 2015.  Mr. [redacted]’ EasyPay payment option was updated with his bank account information on July 4, 2015.  EasyPay is a free payment feature that automatically debits the balance due on an account approximately two to three days prior to the due date by electronically debiting a customer’s checking account, debit card, or credit card of their choice.  Mr. [redacted]’ account has been enrolled in EasyPay since it was activated on April 25, 2014.  On July 4, 2015, Mr. [redacted] contacted Customer Care and updated the payment information for EasyPay.  Mr. [redacted]’ billing cycle runs from the 29th of each month through the 28th of the following month and the billing statement is due by the 21st of the month.  Since Mr. [redacted] has been enrolled in EasyPay, his monthly billing statement had been paid each month with his debit card and then on July 4, 2015, Mr. [redacted] provided his checking account information and requested that payments be debited from his checking account and the payments dated July 19, 2015, August 19, 2015 and September 19, 2015 were all debited from his requested checking account as he requested.
 
Mr. [redacted]’ account is enrolled in paperless billing and T-Mobile provides Mr. [redacted] with an email and text message each month when his billing statement is ready to be reviewed.  The email is sent each month approximately around the first of the month and gives Mr. [redacted] more than two weeks to view the billing statement to ensure he agrees with the charges.  If Mr. [redacted] does not agree with the charges, he may contact us immediately so that we can address his concerns and provided that he requests to cancel EasyPay within two business days from the date the payment is scheduled to be processed, we can remove EasyPay. 
 
On June 27, 2015, Mr. [redacted] filed an insurance claim with [redacted] for an Apple iPhone 6 16GB Grey handset for his mobile number ending in [redacted].  [redacted] shipped a replacement Apple iPhone 6 16GB Grey handset to Mr. [redacted] on June 29, 2015; per [redacted] tracking number [redacted].  Mr. [redacted] was provided with a pre-paid United States Postal Service ([redacted]) shipping label and instructed to return the damaged Apple iPhone 6 16GB Grey handset to avoid a non-return fee.  The handset that qualified for the exchange with IMEI number [redacted] has not been returned to [redacted] and a non-return fee in the amount of $389.95 was charged to Mr. [redacted]’ account.  Mr. [redacted]’ billing statement dated August 28, 2015 reflected a total balance due in the amount of $574.84 for monthly access charges for services from August 29, 2015 through September 28, 2015, Equipment Installments, the [redacted] non-return fee, taxes and surcharges and the balance was due by September 21, 2015.  Mr. [redacted]’ billing statement was ready for him to view online as of September 1, 2015 and his payment was not scheduled to be paid with EasyPay until September 19, 2015.  T-Mobile records do not indicate that Mr. [redacted] contacted us to dispute the balance of $574.84 prior to when the payment was processed on September 19, 2015. 
 
On September 19, 2015, the balance in the amount of $574.84 was paid via EasyPay with Mr. [redacted]’ checking account.
 
On September 22, 2015, EasyPay was cancelled at Mr. [redacted]’ request.  When T-Mobile received Mr. [redacted] concerns, we checked the inventory at our National Return Center (NRC) and the [redacted] return center and we confirmed that neither T-Mobile nor [redacted] has received the Apple iPhone 6 16GB Gray handset that qualified for the replacement from [redacted] on June 27, 2015.  T-Mobile contacted [redacted] and requested the return tracking number that they provided to Mr. [redacted] and the [redacted] return tracking number was [redacted], which indicates that [redacted] received equipment from Mr. [redacted] on July 3, 2015.  Unfortunately, the equipment appears to have been lost by [redacted].  Upon receiving this information, on September 25, 2015, T-Mobile issued a credit in the amount of $389.95 to Mr. [redacted]’ account for the [redacted] non-return fee.  In addition, we issued an additional $100.00 credit to his account because he mentioned that he was charged bank fees as a result of the payment from September 19, 2015.  On September 25, 2015, T-Mobile issued an electronic refund in the amount of $489.95 to Mr. [redacted]’ financial institution for the disputed non-return fee and bank fees.  Mr. [redacted] was advised that if his bank charged more than $100.00 in bank fees as a result of the September 19, 2015 payment that he may email an unaltered copy of his bank statement that shows the running balance from September 18, 2015 through the current date and we will approve a refund for any bank fees exceeding $100.00 once we receive his bank statement, which can be emailed to my attention to [redacted]@T-Mobile.com.  Mr. [redacted] refund should be available to him within one to three business days.  The refund reference number is [redacted].  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

Hi,
 
I am sending this Email to let you know that LG solved my problem.
I resent them my smartphone and they agreed to replace it for the unlocked model.
 
 
Thanks you so much for your help,
[redacted].

July 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 8, 2016 regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] is the same person. T-Mobile regrets any concerns Ms. [redacted] experienced with his T-Mobile account and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any misunderstanding to Mr. Mr. [redacted]’s regarding T-Mobile’s Carrier Freedom program and any concerns he experienced with the cancelation of his account. 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. There are several eligibility requirements for the early termination fee reimbursement. One of those requirements being that the customer must trade in a handset they own and purchase a new T-Mobile handset in order to qualify. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account for reimbursement. T-Mobile records indicate that Mr. [redacted] activated the account on December 1, 2015, with the mobile number ending in [redacted]. Mr. [redacted] subscribed to our now grandfathered Simple Choice North America Unlimited Talk Text plus Data rate plan for $50.00 per month plus tax. At the time of activation, Mr. [redacted] placed an order for a Coolpad Rogue for $60.98 including taxes. Please note there are no records that indicate that Mr. [redacted] traded in any handset. Mr. [redacted]’s account was billed with our ‘bill current’ billing system, which means that he was billed for services in advance. Mr. [redacted]’s billing period started on the 15th of each month and ran through the 14th of the following month; payment was due on the 7th of each month. On December 15, 2015, Mr. [redacted] was sent a billing statement in the amount $27.51 for services from December 1, 2015, through December 14, 2015. This payment was due on January 7, 2016. On January 15, 2016, Mr. [redacted] was sent a billing statement in the amount of $83.18 which consisted of new charges of $55.67 for services from December 15, 2015, through January 14, 2016, and his previous balance of $27.51. The past due amount was due immediately and the payment for the new charges was due on February 7, 2016. On January 16, 2016, Mr. [redacted]’s account was suspended and it was later cancelled on February 6, 2016, as a result of non-payment. Please be advised that T-Mobile stops charging monthly access charges when an account becomes fully suspended for non-payment. On February 9, 2016, Mr. [redacted] remitted a payment to his account in the amount of $83.18 to bring his account current and to resume his service. T-Mobile records also indicate that Mr. [redacted] requested to seasonally suspend his service, beginning on February 15, 2016. T-Mobile offers one seasonal suspension per calendar year per line of service for a maximum of 90 consecutive days. Mr. [redacted] was informed at that time of the suspension that a $10.00 plus tax monthly fee per line of service would be charged. It is important to note that the account must be current in order to process a seasonal suspension and remain current while suspended. On February 15, 2016, Mr. [redacted] was sent a billing statement in the amount $17.63 for service charges from February 9, 2016, through February 14, 2016, and a late fee. This payment was due on March 7, 2016. On March 15, 2016, Mr. [redacted] was sent a billing statement in the amount $28.17 which consisted of new charges of $10.54 for services February 15, 2016, through March 14, 2016 and his previous balance of $17.63. The past due amount was due immediately and payment for the new charges was due on April 7, 2016. On March 24, 2016, Mr. [redacted]’s account was suspended and it was later cancelled on April 28, 2016, as a result of non-payment. On April 15, 2016, Mr. [redacted] was sent a billing statement in the amount $31.32 which consisted of new charges of $3.15 for services March 15, 2016, through March 23, 2016 and his previous balance of $28.17. The past due amount was due immediately and payment for the new charges was due on May 7, 2016. Mr. [redacted]’s final billing statement dated May 15, 2016, totaled $36.33, which was comprised of past due balance of $31.32 and new charges of $5.01. The new charge consisted of a $5.00 late fee plus applicable taxes. T-Mobile records confirm that on June 22, 2016, Mr. [redacted] remitted a payment in the amount of $36.33 to bring his account current. Please note that Mr. [redacted]’s account was not referred to an outside third party collection agency but was handled by T-Mobile’s internal collection department. On July 12, 2016, T-Mobile spoke to Mr. [redacted] and advised as there was no record of a trade in; as such, he was not eligible for the Carrier Freedom reimbursement. Nevertheless, in an effort to amicably resolve the matter, T-Mobile issued a refund in the amount of $350.00 to Mr. [redacted]. Please be advised the refund was sent via direct deposit and should post to Mr. [redacted]’s account within one to three business days. Mr. [redacted] was satisfied with the resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

Revdex.com:
I am still waiting on the refund that should have been sent to me. As of today (not including Monday 5/31 as a holiday) it has been 10 business days since I spoke with James.  Otherwise, 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]

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 14, 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 1, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding the return of her handset. Our records confirm on August 18, 2017, Ms. [redacted] purchased an Apple iPhone 6S. At the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchase.
On August 30, 2017, Ms. [redacted] contacted T-Mobile about returning the Apple iPhone 6S within the return period. Ms. [redacted] was provided a pre-paid UPS shipping label through email to ship back the handset. On September 1, 2017, T-Mobile advised Ms. [redacted] that we were unable to mail out a pre-paid UPS shipping label for the return of the handset within the return period.
On September 11, 2017, in an effort to amicably resolve this matter, T-Mobile deposited a voicemail providing Ms. [redacted] the address to a UPS location where they would be able to print out the return shipping label for her. On September 13, 2017, Ms. [redacted] confirmed the Apple iPhone 6S had been shipped back. In an effort to further resolve this matter, T-Mobile agreed to follow up on September 22, 2017, to confirm the handset had been received back and initiate a full refund.
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.
Carolina F[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. T-Mobile provided additional information that clarifies why my current plan was not receiving the 15% discount. And admits representatives may have been mistaken when quoting my original price.
Tmobile also offers a comparable plan that does accept mydiscount. I spoke to Tmobile on the phone. The representative helped me to change to this new plan which should be $100/month - 15% discount + taxes = ~$93/month
As long as my ongoing bill is now ~$93/month I consider this matter resolved.
Thank you.
Sincerely, [redacted]