T-Mobile Usa Inc

June 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 31, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset. Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on May 24, 2017, May 26, 2017 and May 27, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in 4972. Please be advised that Mr. [redacted] met all requirements to have his device unlocked. However, Mr. [redacted]’s handset can only be unlocked via Device Unlock App. Therefore, on June 5, 2017, T-Mobile confirmed that Mr. [redacted]’s handset is approved for unlock through the Device Unlock App. The instructions for unlocking Mr. [redacted]’s handset can be found at https://support.t-mobile.com/docs/DOC-29242.
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 recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

June 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the final balance in her account. T-Mobile records reflect that Ms. [redacted] activated services on February 18, 2017 and thereafter, on February 19, 2017, she ported her mobile numbers to another service provider. Because Ms. [redacted] was billed by a “bill current” system, her first billing statement was produced shortly after her initial activation and was ultimately mailed to her reflecting a balance due of $180.00.
In an effort to amicably resolve this matter, on May 21, 2017, T-Mobile issued a credit to the account in the amount of $180.00 for Ms. [redacted]’ final balance. Please note that Ms. [redacted]’ account currently remains closed and reflects a zero balance.
Finally, please note that Convergent Outsourcing, Inc. is an agency that T-Mobile engages for pre-collection agency assistance to collect on past due balances. Although they are a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in Ms. [redacted]’ credit file. 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.
Juan B[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. The business' initial correspondence was via E-mail and there were difficulties receiving it, but I was able to get in touch with them. I have faith that Sharon and I can work through the rest of this. Although I would characterize 'the entirety of Oklahoma and Texas' as more than 'one coverage area', I am confident that there will be an acceptable outcome from all of this one way or another. You may consider my complaint resolved, until or unless such time as T-Mobile ceases to work in good faith with me to achieve acceptable reception and service.Sincerely, [redacted]

Complaint: [redacted]
I am writing to assert that I do not find T-Mobile's proposed resolution satisfactory. To reiterate, I contacted T-Mobile customer support through their official social media channels to inquire about the terms of the promotion. After being told multiple times that I indeed qualified for two free lines, I agreed to add both. I will note that I did ask and try to confirm with the representative multiple times to ensure that I was eligible (in writing) and was told multiple times that I was. Just as T-Mobile expects me to be responsible for paying my bill and satisfying the terms of my device agreements, I expect T-Mobile to be responsible for what information customer service representatives tell customers. I do not find it reasonable that I, as the customer, am affected negatively due to the misinformation passed on by a customer service representative in their official capacity. 
Sincerely,
[redacted]

November 3, 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 any concerns Mr. [redacted] experienced with his recent call charges and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. In reviewing the records for the above account it appears that Mr. [redacted] incurred international long distance charges for a call initiated directly from their T-Mobile handset for the mobile number ending [redacted]. If an international phone number is entered and the send key is pressed, the handset will place an international call over the T-Mobile network. Our records confirm that Mr. [redacted] was billed in accordance with the international long distance rate and the call placed via our network which totaled $1,079.29, including applicable taxes for the international call made on September 7, 2016. On October 27, 2016, Mr. [redacted] contacted T-Mobile requesting a credit for the billed calls. As the charges were valid, Mr. [redacted]’s request was respectfully declined and he was advised how to prevent internal call charges and advised of payment arrangement options available to him. Pursuant to Mr. [redacted]’s request, an international long distance block was added to all lines of service on his account. In addition, Mr. [redacted] agreed to payment arrangements where he would pay the international call charges of $1, 079.29 in eight installment of $134.40. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, on November 12, 2016, T-Mobile issued a credit in the amount of $537.64 the remaining amount of $537.6.3 will be billed in one installment on Mr. [redacted]’s following billing statement dated November 21, 2016. Mr. [redacted] was satisfied with the resolution and had no other 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

Complaint: [redacted]
I am rejecting this response because: I am currently working with Costco Danville CA management, some new notes were made on my account yesterday and I am have been in touch with Abigail from the office of the president from T-mobile to resolve the matter of the recent iPhone 7 purchase as it was under warranty and I should have not been charged the full price as I was paying monthly insurance and one of my phones was stolen is May 2017. I would love to work out a way to return to T-Mobile as Sprints coverage is not that great in my area and I get lot of drop calls and bad connection and I mentioned to Abigail that I would reqiure 3 Iphone 7's from t mobile (1 -7 Plus Gold, 1 -7 rose gold and 1- 7 black. I am waiting to hear back from her regarding an offer. 
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. However I did want to state that Oct 25, 2015, my account was in good standing. I had credit going towards my account due to the "program". T-Mobile reimbursement told me that it wasn't approved because the person who processed it didn't have some code to process it, so it was rejected. I then called again and was told it would've be 15 days so on so forth. My account has been in good standing since I returned to T-Mobile, prior to returning there were issues. I just wanted to state that the statement made by T-Mobile earlier regarding my account not being in good standing was incorrect. I've had credit and had to be in good standing to even get my new phones, plus starting the process for the reimbursement. Otherwise everything is ok now, I did finally receive my card from Sept's attempt to process it. Thank you for your assistance in this matter. Sincerely, [redacted]

October 29, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated October 23, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding the recent Experience data breach concern. As you have already heard, [redacted], a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly 15 million T-Mobile customers. This breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, 2013 and September 16, 2015. Please know that T-Mobile is fully cooperating with [redacted] in this investigation and will continue to do so as long as necessary. The records that were compromised include information such as names, addresses and birthdates. There were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromised. T-Mobile takes customer privacy and security very seriously. If Mr. [redacted] is concerned that his information may have been compromised as a part of this breach, he is entitled to register for two years of free credit monitoring. To enroll, Mr. [redacted] will need to visit the following website: www.protectmyID.com/securityincident. [redacted] has posted additional information at www.[redacted].com/T-MobileFacts and Mr. [redacted] can also refer to our own website, 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 [redacted] Very truly yours, T-MOBILE USA, INC. Josiah M[redacted] Executive Response

October 25, 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 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. ** experienced when trading in his devices and we appreciate the opportunity to address his concerns. Please note that on September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who traded-in their fully paid off iPhone 5 or above. Customers that purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Please be advised that those that trade-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits. Should customers choose the Plus model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement. T-Mobile records indicate that on September 13, 2016, Mr. ** qualified for and took advantage of our EIP offering with the purchase of two Apple iPhone 7 Plus 128GB handsets. At the time of Mr. **’s purchase, he was required to make a down payment in the amount of $149.99 for each handset then agreed to a series of 24 monthly installments in the amount of $30.00 for each handset. Please be advised T-Mobile sent return shipping from USPS to Mr. ** that were include with Mr. **’s new iPhone 7 handsets. On September 28, 2016, Mr. ** contacted T-Mobile and requested new return shipping labels be sent to him to send the phones via UPS rather than USPS. Due to an inadvertent error, Mr. ** was sent return shipping labels to our Return Center and not the Assurant warehouse which processes trade-ins. On October 21, 2016, T-Mobile spoke to Mr. ** and advised that UPS records confirmed two packages were delivered to our Return Center warehouse but that no equipment has been scanned in at this time. Mr. ** was advised that there was a process in place that if a trade-in handset is sent to the wrong warehouse, the correct warehouse would be notified, but may further delay the trade in credits and additional two weeks. Mr. ** was advised that his credits should still be applied within two billing cycles, however T-Mobile will follow up on December 6, 2016 and if the promotional credits are not applied accordingly T-Mobile will apply the appropriate credits up to $649.99 per handset toward Mr. **’s open EIP balance. Mr. ** accepted this as a resolution and had no additional concerns. T-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 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

September 8, 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 28, 2017, regarding the above-referenced account.    T-Mobile regrets any concern Mr. [redacted] had regarding his warranty exchange.  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 recent contact with our retail location.   T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 5 32 GB handset on August 25, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device.  Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional JUMP! 2.0 insurance package.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his 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 replacement handset of the same 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   T-Mobile records indicate that on July 30, 2017, Mr. [redacted] filed a warranty replacement with his local retail location for a Samsung Note 5 handset which was expected to arrive within 48 hours from the date filed. On July 31, 2017 the handset shipped from the warranty replacement warehouse.  Due to an inadvertent administrative error, Mr. [redacted] was not contacted upon the handsets delivery to the retail location.  In turn Mr. [redacted]’s replacement device order was canceled and the device was returned to the warehouse.   On August 27, 2017, Mr. [redacted] filed a new warranty replacement for the Samsung Galaxy Note 5 32 GB handset in a retail location, which was expected to be delivered on August 30, 2017.  On August 30, 2017, Mr. [redacted]’s replacement device was delivered to the retail location and Mr. [redacted] completed his exchange.   Upon speaking with Mr. [redacted] he had confirmed the two warranty exchange requests and the aforementioned information regarding the manufacturer’s warranty policy was discussed in detail, advising that T-Mobile does not exchange manufacturer defective devices with brand new retail inventory, rather through certified remanufactured devices.  Mr. [redacted] understood T-Mobile’s stance on warranty exchanges.  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.   Juan C[redacted] Executive Response

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] 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 April 16, 2017, regarding the above-referenced account.
We regret hearing of Mr. [redacted] concerns with our Carrier Freedom promotion and the status of his submission. 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 are collectively known as Carrier Freedom. As can be expected, there are several eligibility requirements for Carrier Freedom; some of the requirements were met and others were not.
Our records indicate that on October 19, 2016, Mr. [redacted] ported in his mobile numbers ending in [redacted] to T-Mobile. Further records confirm that on October 17, 2016, we received one iPhone 6 16GB Grey as a trade-in device. However, we have no record of Mr. [redacted] final detailed billing statement.
As a one-time courtesy and in an effort to amicably resolve this matter, on April 24, 2017, T-Mobile issued a credit of $250.00 to Mr. [redacted] account leaving the account with a credit balance of $250.00. Mr. [redacted] has accepted our offer as resolution. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

December 15, 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 December 7, 2016, regarding the above-referenced account. Please note that we have been unsuccessful in gaining contact with Ms. [redacted]. As such, T-Mobile will make every effort to address and resolve Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing and account maintenance concerns. We appreciate the opportunity to respond to this matter. T-Mobile records confirm that Ms. [redacted]’s billing statement dated July 2, 2016, carried a total balance due of $165.41. Please note that Ms. [redacted] was assessed charges for monthly access, and applicable taxes and fees for service between July 3, 2016, and August 2, 2016. Our records reflect that on July 25, 2016, Ms. [redacted] remitted a $165.41 payment. T-Mobile records confirm that Ms. [redacted]’s billing statement dated August 2, 2016, carried a total balance due of $165.41. Ms. [redacted] was assessed charges for monthly access, and applicable taxes and fees for service between August 3, 2016, and September 2, 2016. Please note that Ms. [redacted]’s current statement charges were due in full by August 23, 2016. T-Mobile records indicate that on August 9, 2016, Ms. [redacted] cancelled her mobile numbers ending [redacted] and [redacted] when she ported them to an alternate service provider. Ms. [redacted]’s billing cycle runs from the 3rd of one month to the 2nd of the following. Pursuant to T-Mobile policy, customers who cancel service mid-cycle may be assessed charges through the end of their current billing cycle. Accordingly, Ms. [redacted] was assessed charges through September 2, 2016. It should be noted that Ms. [redacted]’s account remained active as her mobile numbers ending [redacted] and [redacted] were not ported to another service provider, or cancelled by Customer Care. As such, Ms. [redacted]’s account continued to incur monthly access charges. T-Mobile records confirm that Ms. [redacted]’s billing statement dated September 2, 2016, carried a total balance due of $277.48. Please be advised that $165.41 was considered past due. Ms. [redacted] was assessed $115.65 in current statement charges for monthly access, and applicable taxes and fees for service between September 3, 2016, and October 2, 2016. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by September 23, 2016. T-Mobile records confirm that Ms. [redacted]’s billing statement dated October 2, 2016, carried a total balance due of $393.13. Please be advised that $277.48 was considered past due. Ms. [redacted] was assessed $115.65 in current statement charges for monthly access, and applicable taxes and fees for service between October 3, 2016, and November 2, 2016. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by October 23, 2016. Please be advised that our records confirm that on October 13, 2016, Ms. [redacted]’s account was suspended due to her payment delinquency. T-Mobile records confirm that Ms. [redacted]’s billing statement dated November 2, 2016, carried a total balance due of $519.08. Please be advised that $393.13 was considered past due. Ms. [redacted] was assessed $125.95 in current statement charges for monthly access, and applicable taxes and fees for service between November 3, 2016, and December 2, 2016. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by November 23, 2016. T-Mobile records confirm that Ms. [redacted]’s billing statement dated December 2, 2016, carried a total balance due of $453.10. it should be noted that as Ms. [redacted]’s account was previously suspended, her account received a $65.98 credit. Please be advised that Ms. [redacted]’s account balance was due in full by December 23, 2016. Upon review of Ms. [redacted]’s account, our records do not indicate that she has utilized services for the previous three billing periods on her remaining lines of service. Although it is T-Mobile’s position that Ms. [redacted]’s remaining account balance is valid and owed, on December 8, 2016, T-Mobile absolved her of her current account balance by issuing a one-time $453.10 courtesy credit. Please be advised that Ms. [redacted]’s account remains active with a zero balance. Should Ms. [redacted] wish to cancel her account, we encourage her to contact me at the number listed below or to contact Customer Care at (800) 937-8997. 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. Jason A[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: the Rep failed to inform me of the rate change.  If I had been informed I could have made the decision to add the line or look for cheaper service with another provider.  Due to the error from your company I am requesting as a good faith to for go the additional charge. Sincerely,[redacted]

March 30, 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 March 16, 2016, regarding the above-referenced account. Please be advised that the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile records confirm that on September 19, 2015, Mr. [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of an Apple iPhone 6 handset. Please note that Mr. [redacted] also subscribes to our JUMP! feature, which provides subscribers the benefit of trading in the handset and T-Mobile paying off the remaining balance as long as the phone meets program eligibility and in like new condition. On January 2, 2016, Mr. [redacted] utilized his JUMP! upgrade with the purchase of an Apple iPhone 6S handset. To complete the JUMP! trade-in process, upon Mr. [redacted]’s receipt of the new handset, he was required to return his Apple iPhone 6 to T-Mobile. Upon receipt and inspection of Mr. [redacted]’s Apple iPhone 6 handset, it was determined to have physical damage to the LCD. As a result, Mr. [redacted] was not eligible for the JUMP! benefit of having the remaining balance from the handset credited and as such would remain responsible for the full EIP balance for the Apple iPhone 6 handset. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has offered to credit the remaining EIP balance for the above referenced handset in the amount of $162.48. Please be advised that Mr. [redacted] has until April 15, 2016, to contact me at the number included below to take advantage of our offer. Please note that Ms. [redacted]’s account remains active with a balance of $278.13. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

September 14, 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 September 10, 2016, regarding the above-referenced account. 
 
T-Mobile regrets that Mr. [redacted] received inconsistent information regarding the status of his Samsung Galaxy Note 7 handset order.  Our customer’s safety is very important to us and under the direction of Samsung and the US Government, T-Mobile was required to cancel all orders for the Samsung Galaxy Note 7; until further notice.  At the beginning of the recall that was announced on September 2, 2016, we were not aware that the handset orders would require cancellation and we truly regret any inconvenience that Mr. [redacted] experienced. All customers that purchased or leased the Samsung Galaxy Note 7 handset will receive a full refund for any amount that was paid toward the handset upon returning the handset to a T-Mobile retail location.
 
T-Mobile records indicate that Mr. [redacted] leased a Samsung Galaxy S7 EDGE on September 9, 2016.  As a gesture of goodwill, on September 14, 2016, T-Mobile issued a credit in the amount of $143.01 to Mr. [redacted]’s account for the balance.  As of September 14, 2016, Mr. [redacted]’s account reflects a zero balance; he will not have another payment due until October 12, 2016.
 
T-Mobile appreciates Mr. [redacted]’s business and we appreciate his understanding in this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

January 13, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 6, 2017, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. T-Mobile spoke with Mr. [redacted] on January 12, 2017, and has agreed to work with Mr. [redacted] regarding his T-Mobile account. T-Mobile records indicate that Mr. [redacted] has six active lines and is currently subscribed to our $130.00 T-Mobile ONE rate plan for the first two lines of service and $25.00 for each additional line of service and has the optional $12.00 Premium Handset Protection (“PHP”) feature on five lines of service. In addition Mr. [redacted] pays a combined monthly Equipment Installment Plan (“EIP”) charge of $155.13. Please note that Mr. [redacted] estimated monthly recurring charges with the monthly EIP are estimated to be $482.51. This does not include any additional promotional credits that Mr. [redacted] may receive or subscribe to. As the date of this letter Mr. [redacted] account reflects a balance owing of $400.00. Please be advised that T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list. This Discount Program is referred to as a The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. Regretfully, Mr. [redacted] no longer qualifies to receive a monthly corporate discount as he is no longer associated with Bank of America. In an effort to amicably resolve Mr. [redacted] concerns T-Mobile will be reviewing the account on the next billing statement schedule to generate on or around February 6, 2017, to ensure Mr. [redacted] monthly billing statement is correct. T-Mobile extends our sincerest thanks to Mr. [redacted], who has graciously agreed to continue working with T-Mobile towards an ongoing resolution to this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Amor M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: service for the account in question was interrupted December 2016 in response I would assume to be non payment. Also the T Mobile representative misrepresented the plan I agreed to as a month to month service plan. I provided all the equipment and am not bound to any terms of service. T Mobile has also misrepresented their service agreement as to their advertised promotion as The Uncarrier. T Mobile is essentially billing me for services I did not receive. This complaint is far from being resolved. If T Mobile refuses to mitigate this I will be filing a complaint with the FTC for dceptive practices.
Sincerely,
[redacted]

April 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 7, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets to any concerns Mr. [redacted] experienced regarding previous security restrictions placed on his T-Mobile account. Based on T-Mobile’s review of Mr. [redacted]’s account records it has been confirmed that, due a previous instance wherein several handset orders were placed in a short window of time on Mr. [redacted]’s account. At that time, as a security measure T-Mobile placed a restriction on Mr. [redacted]’s account which limited his account from placing equipment orders through T-Mobile Customer Care and www.T-Mobile.com.
With regard to Mr. [redacted]’s concerns surrounding a $20.00 upgrade support charge it is important to note that all customers who choose to upgrade either in a T-Mobile retail location, or over the phone with a customer service agent are assessed a $20.00 upgrade support charge. Should a customer choose to upgrade their handset online at www.t-mobile.com there is no upgrade support charge assessed.
In an effort to amicably resolve the matter upon speaking to Mr. [redacted], on April 10, 2017, T-Mobile agreed to remove the above-referenced security restrictions from Mr. [redacted]’s account. Additionally, as a courtesy to Mr. [redacted], T-Mobile applied a one-time credit in the amount of $40.00 toward Mr. [redacted]’s account which is equivalent to the cost of two $20.00 upgrade support fees. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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.
Brandon M[redacted] Executive Response

March 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 February 29, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter. T-Mobile regrets any concerns to Ms. [redacted] regarding her handset upgrades. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on several different occasions. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. The EIPs that Ms. [redacted] has on her account are as follows: • On June 17, 2014, Ms. [redacted] purchased a Black Samsung Galaxy S5 serial number [redacted] on her mobile number ending in [redacted]. Based on her personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to 24 monthly installment charges of $27.50. • On June 25, 2014, Ms. [redacted] purchased a Black Samsung Galaxy S5 serial number [redacted] on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installments of $27.50. • On March 28, 2015, Ms. [redacted] purchased a White Samsung Galaxy S6 serial number [redacted] with 32GB of memory. Ms. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments in the amount of $28.33. • On April 14, 2015, Ms. [redacted] purchased a White Samsung Galaxy S6 serial number [redacted] with 32GB of memory on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installments of $28.33. • On April 8, 2015, Ms. [redacted] purchased a White Samsung Galaxy S6 serial number [redacted] with 32GB of memory on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installment charges of $28.33. • On April 14, 2015, Ms. [redacted] purchased a White Black Samsung Galaxy S6 serial number [redacted] on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installment charges of $28.33. As of the time of Ms. [redacted]’ above handset purchases, T-Mobile provided a 20-day return period which allowed her to use the equipment to see if it meets her needs. Careful review of Ms. [redacted]’ account confirms that on June 26, 2014, T-Mobile received Ms. [redacted]’ Black Samsung Galaxy S5 serial number [redacted]; on April 15, 2015, T-Mobile received Ms. [redacted]’ White Samsung Galaxy S6 serial number [redacted] in our National Return Center; and on May 12, 2015, T-Mobile received both of Ms. [redacted]’ White Samsung Galaxy S6 handsets with serial numbers [redacted] and [redacted]. Ms. [redacted]’ White Black Samsung Galaxy S6 serial number [redacted] is currently being used by the mobile number ending in [redacted]. Also Ms. [redacted]’ Black Samsung Galaxy S5 serial number [redacted] is being used on the mobile number ending in [redacted] and was not returned. In an effort to amicably resolve this matter, on March 4, 2016, T-Mobile stopped the EIPs for both of Ms. [redacted]’ Samsung Galaxy S6 handsets. Both handsets were charged at $679.92 and Ms. [redacted]’ had paid 12 months of $28.33 for each phone. On March 11, 2016, T-Mobile applied a credit of $283.30 for the monthly payments made for one Galaxy S6 and $311.63 for the other Galaxy S6. As of March 11, 2016, Ms. [redacted]’ account balance reflects a credit balance of $293.63. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

January 27, 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 25, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. In Ms. [redacted]’ correspondence, she indicated that her husband has received billing notifications for a T-Mobile account. Please be advised that T-Mobile takes account security very seriously; therefore, in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account provided in her correspondence. T-Mobile requests that the account holder of record contact me at the number provided below, or by email at [email protected], to further discuss the account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response