T-Mobile Usa Inc

July 28, 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 July 26, 2017, regarding the above-referenced account. Please be advised that [redacted]. has designated [redacted] as an authorized user of the account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced regarding our 2016 SyncUp Drive On Us and 2017 Feb Tablets On Us promotions. T-Mobile records confirm that on February 26, 2017, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted]. At that time, Mr. [redacted] purchased a Samsung Tab E tablet and a SyncUP Drive device through our Equipment Installment Plan (“EIP”) for the newly activated mobile numbers.
As part of the above-referenced promotions, Mr. [redacted] would receive monthly EIP credits to cover the equipment cost as long as he retained a qualifying rate plan. Please note the rate plan selected by Mr. [redacted] for the two devices qualified him for the above-referenced promotions. As such, Mr. [redacted] has been receiving monthly EIP credits which covered the cost of the equipment. However, Mr. [redacted] has been billed a total of $30.00 per month for the cost of the rate plans associated with the two devices.
Nevertheless, in an effort to amicably resolve this matter, on July 26, 2017, T-Mobile issued a credit in the amount of $205.04 to Mr. [redacted]’s account for the monthly recurring charges associated with the rate plans he selected for the Samsung Galaxy Tab E and SyncUP drive devices. Additionally, T-Mobile closed the remaining EIP balances associated with the two devices. Finally, at Mr. [redacted]’s request, T-Mobile cancelled the mobile numbers ending in [redacted] and [redacted]. Please note that Mr. [redacted]’s account currently reflects 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.
William B[redacted]
Executive Response

They were very helpful and my issue is resolved. Thank you. 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]

they did do everything they saidRevdex.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]

Revdex.com:
From: [redacted] [mailto:[redacted]@msn.com] Sent: Wednesday, April 19, 2017 4:55 PM To: Complaints <[email protected]> Subject: Complaint # [redacted]   Good afternoon   I just wanted to inform you that the following complaint has been resolved with T-Mobile. They have credited my account for the total amount of $400 towards the cost of the iPhone 7.   Thank you for your time.   [redacted]@ yahoo.com [redacted]@msn.com   Sent from my iPhone

April 19, 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 Prepaid No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 19, 2016, regarding the above-referenced number. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and has allowed T-Mobile to discuss this matter with Ms. [redacted] who is not authorized on the account. T-Mobile regrets any inconvenience caused to Ms. [redacted] in regards to money being debited from her debit card via Auto-Pay from Ms. [redacted]’s prepaid T-Mobile account. Pursuant to T-Mobile policy, customers can only sign up for Auto-Pay through their My T-Mobile account as well as directly through our Prepaid Refill Center T-Mobile records indicate that Ms. [redacted]’s prepaid T-Mobile account is not currently signed up for Auto-Pay; therefore, a direct debit is not active. On April 12, 2016, T-Mobile spoke with Ms. [redacted] and advised that her debit card is not set up as an Auto-Pay option on Ms. [redacted]’s account. Ms. [redacted] understood and was satisfied with the resolution. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

May 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 25, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her recent payment. Our records confirm that on February 1, 2016, Ms. [redacted] added an additional line of service to her account, for use with the mobile number ending in [redacted]. At the time of activation Ms. [redacted] was asked to pay a deposit for the line in the amount of $10.00, and purchase a SIM Starter Kit in the amount of $15.00. In addition, Ms. [redacted] opted to take advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Grand Prime handset. Ms. [redacted] was asked to remit a down payment in the amount of $62.00 for the handset. Including taxes and fees, Ms. [redacted]’ total upfront cost was $97.47. Please note that no portion of this payment was applied to the account balance, as the funds were not intended as an account payment. Upon speaking with Ms. [redacted] regarding this matter, T-Mobile provided the above information, which she accepted as resolution in full to her concerns. In addition, T-Mobile advised of our sincere regrets that Ms. [redacted] was not provided with the details of this transaction in a satisfactory way when she contacted Customer Care to discuss her concerns. T-Mobile issued a credit to Ms. [redacted]’ account in the amount of $50.00, due to her inconvenience in this matter, bringing the account to a revised balance of $295.64, which remains valid and owed. 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. Kayla J[redacted] Executive Response

May 4, 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 31, 2017, regarding the above-referenced account. Please be advised that we have made 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 regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on April 12, 2016, and currently has four lines of service. Mr. [redacted]’s three lines of voice service are subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $80.00 monthly for the first two lines of service, and $20.00 monthly for each additional line of service. Each of Mr. [redacted]’s voice lines of service are subscribed to Premium Handset Protection at $9.00 monthly per line of service. Mr. [redacted]’s fourth line of service is a mobile internet line of service, which is subscribed to our Simple Choice North America Mobile Internet 6 GB rate plan at $35.00 monthly, as well as Premium Handset Protection at $9.00 monthly. As such, Mr. [redacted]’s monthly access charges are $171.00 before applicable taxes.
Our records confirm that at the time of Mr. [redacted]’s activation, he used our Equipment Installment Plan (“EIP”) to purchase two LG G-Stylo handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Mr. [redacted] remitted a down payment in the amount of $108.00 for each handset, and agreed to 24 monthly installments in the amount of $7.59 for each handset. Mr. [redacted] also used our EIP program on April 12, 2016, to purchase an LG G-Pad tablet. Mr. [redacted] remitted a down payment in the amount of $90.00, and agreed to 24 monthly installments in the amount of $6.24. On November 22, 2016, Mr. [redacted] used our EIP program to purchase an LG K7 handset. Mr. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $6.25.
In Mr. [redacted]’s correspondence, he indicated that he participated in our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom program reimburses consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to twelve lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number.
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Regrettably, our records do not indicate that a submission was received for Mr. [redacted]’s account. As such, a reimbursement was not issued.
Please note that Mr. [redacted]’s account has reflected a rolling past-due balance since his December 23, 2016 billing statement. This statement reflected a balance of $217.20 for monthly access charges, monthly EIP, and applicable taxes. Payment for this balance was due January 15, 2017. T-Mobile issued credits to Mr. [redacted]’s account totaling $22.06, reducing the balance owed to $195.14. Mr. [redacted]’s January 23, 2017 billing statement was in the amount of $216.47 for monthly access charges, monthly EIP, and applicable taxes, bringing the balance owed to $411.61. Mr. [redacted] remitted a payment in the amount of $40.00 on January 28, 2017 and $155.00 on February 3, 2017, and T-Mobile issued a credit in the amount of $2.73, reducing the balance owed to $ 213.88. Mr. [redacted]’s February 23, 2017 statement was in the amount of $223.33 for monthly access charges, monthly EIP, a late payment fee, and applicable taxes, bringing the balance owed to $437.21. T-Mobile issued credits in the amount of $65.11, and Mr. [redacted] remitted payments in the amount of $44.00 on February 27, 2017, reducing the balance owed to $323.44. It is important to note that the February 27, 2017 payments are the last payments remitted to Mr. [redacted]’s account.
As the account reflected a past-due balance, on March 16, 2017, T-Mobile suspended the account’s ability to place outbound calls. On March 17, 2017, Mr. [redacted] arranged to remit a payment in the amount of $186.60 on March 24, 2017, followed by a payment of $186.61 on April 7, 2017. Mr. [redacted]’s account was restored at that time, with a restore from suspension fee of $20.00 plus tax for each line of service. On March 23, 2017, T-Mobile issued credits to Mr. [redacted]’s account totaling $65.11, and removed the payment arrangement at his request. As a courtesy to Mr. [redacted], the EIP for the LG K7 handset was closed at that time. Please note that this created a charge for the remaining EIP balance, to appear on the next billing statement. Due to an inadvertent error, this charge was not adjusted. As such, Mr. [redacted]’s March 23, 2017 billign statement was in the amount of $434.95 for monthly access charges, monthly EIP, a late payment fee, the above-referenced restore from suspend fees, and the LG K7 EIP balance. This brought the balance owed to $763.05. Regrettably, Mr. [redacted]’s payment scheduled for March 24, 2017, was not remitted, and as such, on March 26, 2017, T-Mobile suspended the account services. Mr. [redacted]’s April 23, 2017 billing statement reflected a credit balance of $62.55 to prorate the previous monthly access charges, reducing the balance owed to $700.50.
In an effort to amicably resolve Mr. [redacted]’s concerns, on May 4, 2017, T-Mobile issued a credit to his account in the amount of $118.74, for the billed EIP balance for the LG K7 handset. However, as the account remains past-due, Mr. [redacted]’s account service remains suspended. Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed and to restore service. Additionally, T-Mobile offers to allow Mr. [redacted] to provide a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a bill credit for the qualified charges. T-Mobile requests that Mr. [redacted] contact me at the number below no later than May 31, 2017, to accept this offer as resolution to his concerns. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

December 15, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 14, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile regrets any misunderstanding to Mr. [redacted] when attempting to pay off his Equipment Installments Plan (EIP). T-Mobile records reflect that Mr. [redacted]’s billing statement dated September 27, 2015, had a balance of $209.79 which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from September 27, 2015, to October 26, 2015, and the EIP monthly installment totaling $58.32 ($31.24 for an iPhone 6 Plus Space Gray 16GB of memory handset and $27.08 for an iPhone 6 Silver 16GB of memory handset). Please note that on October 7, 2015, payments totaling $119.00 for the above listed charges were remitted to the account, leaving the account with a remaining balance of $90.79. Our records confirm that Mr. [redacted] remitted a payment online at my.t-mobile.com in the amount of $415.00 on October 8, 2015, towards the remaining EIP balance of his iPhone 6 Plus Space Gray 16GB of memory handset. Please note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately, while the associated charge to close the EIP does not appear until the end of the billing cycle. As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. At that time, the account was left with a credit balance of $324.21. T-Mobile records reflect that Mr. [redacted]’s billing statement dated October 27, 2015, had a balance of $631.69 which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from October 27, 2015, to November 26, 2015, the EIP monthly installment totaling $58.32, and reflected the prepayment charge of $415.00 for the iPhone 6 Plus with 16GB of memory handset. Please note that as Mr. [redacted] had a credit balance of $324.21, his account was left with a remaining balance of $307.48 which reflected on his billing statement dated October 27, 2015. Our records indicate that on October 29, 2015, payment of $9.80 was remitted to the account. On October 29, 2015, Mr. [redacted] remitted two payments online at my.t-mobile.com in the amount of $9.80 and $200.00 for the remaining EIP balance of his iPhone 6 Plus Space Gray 16GB of memory handset. Following, on November 19, 2015, payments totaling $127.68 for the account service charges were remitted to the account. On November 21, 2015, Mr. [redacted] remitted a payment online at my.t-mobile.com in the amount of $50.00 towards the remaining EIP balance for his iPhone 6 Silver 16GB of memory handset. At that time, the account had a credit balance of $80.00. T-Mobile records further reflect that Mr. [redacted]’s billing statement dated November 27, 2015, had a balance of $365.25 which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from November 27, 2015, to December 26, 2015, the EIP monthly installment of $27.08, and reflected the prepayment charges of $200.00 for the iPhone 6 Plus with 16GB of memory handset, the prepayment of $50.00 for the iPhone 6 with 16GB of memory handset, and the final remaining charge of $9.80 for the iPhone 6 Plus with 16GB of memory handset. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on December 14, 2015, a credit of $160.00 for a free month of service was posted to the account, leaving the account with a remaining balance of $205.25 due on December 19, 2015. T-Mobile regrets any inconvenience to Mr. [redacted]’s 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. Aida A[redacted] Executive Response

May 10, 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 24, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency. By purchasing T-Mobile equipment, customers will receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program 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 or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile was able to locate the Apple iPhone 6 plus purchased by Ms. [redacted] on June 25, 2015, from a local T-Mobile retail store. T-Mobile appreciates Ms. [redacted] clarifying that the handset was purchased through T-Mobile directly.
Although Ms. [redacted]’s one-year Limited Warranty which was provided by the manufacturer of her handset has elapsed, she does subscribe to our Premium Handset Protection with insurance which provides an extended warranty for her mobile number ending in [redacted] as long as the equipment is still in use by her mobile number ending in [redacted]. Ms. [redacted] may have contacted T-Mobile directly to discuss a Limited Warranty exchange which unfortunately T-Mobile has no record of her doing.
As indicated in our previous response, should Ms. [redacted] elect to contact the manufacture directly for replacement or repair options, T-Mobile is not involved in the process completed by the manufacturer.
On April 22, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus from a local T-Mobile retail store, should she still wish to complete troubleshooting with T-Mobile for her Apple iPhone 6 plus, she may contact me at the number listed below or contact our T-Mobile Technical Care at 800-937-8997 if it is outside our office hours.
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.
Martin G[redacted]
Executive Response

June 29, 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 June 15, 2017, 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]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the final balance in her account. T-Mobile records reflect that on January 31, 2015, Ms. [redacted] activated her account with one voice line of service. Our records confirm that as of the time of activation, Ms. [redacted] was subscribed to the Simple Choice Individual Unlimited Talk, Text, and 2GB’s of Data rate plan, which for $50.00, provided Ms. [redacted] with unlimited talk, text and 2 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that Ms. [redacted] elected to have the $30.00 Unlimited Data feature and the $10.00 Jump feature. It is important to note that all pricing mentioned above is prior to any applicable taxes and fees.
Additionally, our records confirm that on January 31, 2017, Ms. [redacted] qualified for our Equipment Installment Plan (“EIP") offering with the purchase of an iPhone 6 Plus 16GB handset. Accordingly, Ms. [redacted] was asked to make a $414.00 down payment and agreed to a 24 monthly installment of $13.99. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due. This information is disclosed within the EIP agreement provided at the time of purchase.
Please be advised that Ms. [redacted]’s T-Mobile account was billed by a system known as “bill current.” This means that charges for her rate plan were billed in advance of the service being provided and become due within that billing cycle. Ms. [redacted]’s billing cycle ran from the 3rd of one month to the 2nd of the following month with a due date of the 23rd of the current billing cycle.
T-Mobile customers are eligible to receive a Wi-Fi CellSpot Router with a $25.00 deposit. T-Mobile records reflect that a Cellspot router was assigned to Ms. [redacted] and as of February 4, 2015, the router has been in use. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $289.00 before taxes non-return fee.
It is important to note that Ms. [redacted] has carried over a past due balance dating back to the billing statement dated December 3, 2015. Ms. [redacted]’s billing statement dated December 3, 2015, reflected a total balance owed in the amount of $508.59. This balance consisted of a past due balance of $376.28, current charges in the amount of $112.31 for services rendered from December 3, 2015, through January 2, 2016, and a $20.00 restore from suspension fee.
T-Mobile records reflect a payment was received on December 5, 2015, in the amount of $376.28, reducing Ms. [redacted]’s balance to $132.31. Please note that on December 9, 2015, the payment received on was returned as unpaid. As such, the charges were one again posted to the account and Ms. [redacted]’s balance reflected $508.59.
Ms. [redacted]’s billing statement dated January 3, 2016, reflected a total balance owed in the amount of $652.58. This balance consisted of a past due balance of $508.59, current charges in the amount of $117.60 for services rendered from January 3, 2016, through February 2, 2016, a $20.00 restore from suspension fee, and a $6.39 late payment fee.
As no further payments were received, on January 12, 2016, T-Mobile fully suspended Ms. [redacted]’s account for non-payment, at which point she was no longer incurred monthly service charges. Ms. [redacted]’s account was then canceled for non-payment on January 26, 2016. As Ms. [redacted]’s account was canceled, the final balance for the above mentioned EIP became due. Additionally, a return kit was sent to Ms. [redacted] for the return of the coverage device assigned to her account so as to avoid being assessed a non-return fee.
Ms. [redacted]’s billing statement dated February 3, 2016, reflected a total balance owed in the amount of $785.28. This balance consisted of a past due balance of $652.58, the final balance for the above mentioned EIP in the amount of $167.88, and credits totaling $35.18 for services charges after suspensions from January 13, 2016, through February 2, 2016.
Please be advised that as T-Mobile had no records of Ms. [redacted] returning the coverage device, on February 10, 2016, a $315.01 non-return fee including applicable taxes was assessed to Ms. [redacted]’s account increasing the balance owed to $1,100.29. Therefore, Ms. [redacted]’s billing statement dated March 3, 2016, reflected a total balance owed in the amount of $1,100.29.
Due to continued non-payment, on February 28, 2016, Ms. [redacted]’s account was referred to a third-party collection agency. After unsuccessful attempts to collect, on March 4, 2016, the account was assigned to [redacted], a third-party outside agency for the outstanding balance of $1,100.29. In conjunction with the attempts to collect the outstanding balance, the account was billed an outside collection fee of $219.11, bringing the balance on the account to $1,319.40. T-Mobile records reflect that Ms. [redacted]’s account was then referred to [redacted] an outside agency for collection of the outstanding balance of $1,319.40.
Please be advised that T-Mobile has no records of receiving a letter from Ms. [redacted] and based on the above; T-Mobile considers this balance to be valid and owed. Accordingly, T-Mobile respectfully declines Ms. [redacted]’s request to have her balance waived.
It is important to note that T-Mobile has mailed Ms. [redacted] a copy of her last three billing statements to the billing address on file. Finally, T-Mobile has notified ERC to cease and desist all collection efforts against Ms. [redacted]. However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this 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.
Juan B[redacted] Executive Response

October 31, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Pre-paid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2016, regarding the above-referenced pre-paid number. T-Mobile regrets that Mr. [redacted] continues to have concerns regarding his refund. Upon contacting Mr. [redacted] on October 26, 2016, he advised T-Mobile that we could respond directly to your office. Please be advised that our records confirm that Mr. [redacted] was contacted via his number ending in [redacted] on October 7, 2016, October 17, 2016, October 19, 2016, and October 26, 2016. T-Mobile records indicate that Mr. [redacted]’s refund in the amount of $44.99 was approved by T-Mobile on October 11, 2016, and forwarded to Citibank to be disbursed as a prepaid debit card. Please be advised, Citibank’s card fulfillment vendor is currently experiencing delays of up to 20 days beyond the standard timeframe of seven to ten business days. Please be assured, Citibank is working diligently to resolve the delay. For any further concerns regarding the delay in issuance of the prepaid refund cards, Mr. [redacted] may contact Citibank at 1-800-522-7458. Customers who have not received their cards within 10 business days of the above date may contact Citibank Card Services at 1-877-855-7201. 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. Shannon R[redacted] Executive Response

April 20, 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 Pre-Paid No. XXX-XXX [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account.    In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home.  We regret any coverage issues Mr. [redacted] has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool.  In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect moderate coverage.    T-Mobile records indicate that Mr. [redacted] has remitted $60.00 in refills to his account.  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”    Nevertheless, as a gesture of goodwill, on April 14, 2017, T-Mobile approved a refund in the amount of $60.00.  Mr. [redacted] was shipped a pre-paid MasterCard in the amount of $60.00, he should allow up to ten business days for the refund card to be delivered.   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.   Ally Y[redacted] Executive Response

August 31, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted].                         T-Mobile Account Name: [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 23, 2017, regarding the above-referenced account.  Please be advised that T-Mobile confirmed that [redacted]. and [redacted] is the same person.  T-Mobile is pleased to report that Mr. [redacted]’s concerns have been addressed and resolved to his satisfaction.    T-Mobile regrets any concern Mr. [redacted] may have encountered regarding our T-Mobile Tuesdays offer.  Please note that on June 6, 2016, T-Mobile announced T-Mobile Tuesdays. T-Mobile Tuesdays is an application where T-Mobile thanks our customers by offering them incentives on a weekly basis.    On August 22, 2017, one of our T-Mobile Tuesdays gifts was to receive a free Meineke basic oil change of a $24.95 value or a $25.00 discount off any full-price service at Meineke Car Care Centers.  Please be advised that customers must select the ‘Redeem’ option from the T-Mobile Tuesdays application on their device, then select the “Go to Meineke’ option to then schedule an appointment at their nearest Meineke Car Center location by September 30, 2017.  It is important to note that not all Meineke Car Center locations participate in our offers; therefore, customer must follow the above instructions.   After further research, T-Mobile was able to confirm that the Meineke Car Care Center location that Mr. [redacted] visited was not participating in our T-Mobile Tuesday offer, therefore, Mr. [redacted] paid out-of-pocket for the oil change to his vehicle.    As a gesture of goodwill, and in an effort to amicably resolve this matter, on August 24, 2017, T-Mobile issued a credit of $25.00 towards Mr. [redacted]’s account to refund him for the oil change.  Please note that this credit reduced Mr. [redacted]’s account balance to $75.00.  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.   Mercedes V[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 is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices.
T-Mobile records indicate on January 13, 2017, T-Mobile received and begun processing Ms. [redacted]’s Carrier Freedom reimbursement. On February 4, 2017, T-Mobile approved Ms. [redacted]’s reimbursement claim and a prepaid reimbursement card was mailed to her in the amount of $414.00.
Furthermore on February 24, 2017, Ms. [redacted] contacted T-Mobile via telephone at the time of her conversation with Customer Care she indicated that her reimbursement card was sent to the incorrect address as her billing address had been updated since her activation. As such, on February 24, 2017, T-Mobile requested a replacement card in the amount of $414.00 be sent to Ms. [redacted]’s address provided to your office. Ms. [redacted]’s replacement card should have been delivered within 10 to 14 business days.
On April 4, 2017, T-Mobile contacted Ms. [redacted] via telephone. At the time of our conversation with Ms. [redacted], she confirmed she has received her reimbursement card. 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.
Martin G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: nobody reached out to me to assist me with this account, I did have a payment return back in january however that was due to confusion because I had paid with a credit card not knowing they ach'd my account therefore I double paid and when tmobile realized this they issued me a credit of the restoral fees not because they were trying to be nice but because they made a MISTAKE! then they set me up on auto pay and again took me off without me knowing and did not process the payment they were supposed to which is why again they removed the restoral fees because of yet again another mistake made by tmobile. Additionally I did not request all the services you stated I have, I just found out that more services were added to my account without my knowledge and in the last 4 months that I have been calling NOBODY, NOT ONE PERSON could tell me why my bill was sooooooooooo high until I talked to a gentlemen this morning and he was EXTREMELY helpful in explaining exactly where the charges came from and helped me to understand it. My new bill is $312.51 and I have an arrangement to pay $200 on 4/7 and the remaining $112.51 on 4/21 - my services were again cut this morning after tmobile did NOT process the auto payment I had setup so I hope I dont get an additional $100 in restoral fees added because I will be highly upset again. I dont feel like anyone helped me thru this Revdex.com complaint and all I received was an email that stated a gentleman would call me and he never did. He then sent me an auto reply to my email to him, this is just insane all the problems I  have faced in the last 4 months after having service for 16 years with this company. Seriously rethinking if I even want to stay with Tmobile.
Sincerely,
[redacted]

April 10, 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 March 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] is designated as an authorized user of the account. Please be advised that T-Mobile has been in contact with Mr. [redacted] via email.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding the above account. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. Naturally, several requirements must be met in order to be approved for this offer.
T-Mobile records confirm that Mr. [redacted] met all requirements for this promotion. On January 30, 2017, T-Mobile received Mr. [redacted]’s two Samsung Galaxy Note 5 32GB handsets and his two Samsung Galaxy S 6 Edge 32GB handsets. Regretfully, Mr. [redacted] only received a reimbursement in the amount of $562.00 for the devices he traded in.
Please be advised that on April 2, 2017, Mr. [redacted] provided his final billing statement from his previous carrier to T-Mobile and total amount for his device balances was $1,374.84. As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 4, 2017, T-Mobile reimbursed Mr. [redacted] $1,374.84 in the form of a refund card to the billing address on the account. Mr. [redacted] has accepted our offer.
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 6, 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 3, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile records confirm that Ms. [redacted] canceled her account on February 28, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted] billing cycle ran from the 27th of one month to the 26th 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, Ms. [redacted] was billed through March 26, 2017.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $92.05 for the entirety of charges incurred from February 27, 2017, through March 26, 2017. Ms. [redacted]’ account will remain closed with a zero balance. Upon speaking with Ms. [redacted] she accepted this as full 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.
Zachary S[redacted]
Executive Response

June 30, 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 June 27, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] regarding his T-Mobile account. According to our records Mr. [redacted] activated four line of service with mobile numbers ending [redacted] on September 27, 2016, as well as purchased the Samsung On5 through Equipment Installment Plan (“EIP”). During his activation Mr. [redacted] was eligible and participated in our 4th Line Free and Smartphone On Us promotion. These promotions entitled Mr. [redacted] to receive promotional bill credits to take care of his fourth line of service and to cover the monthly EIP payments for his device as long as he remained active.   Our records reflect that on March 23, 2017, Mr. [redacted] ported his mobile numbers ending [redacted] to a new carrier and requested to cancel his mobile number ending [redacted] on March 27, 2017, which effectively canceled his entire account. It is important to note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the EIP agreement provided at the time of purchase.  Therefore, when the account was canceled on March 27, 2017, the remaining EIP balance of $106.24 was accelerated and posted to the final billing statement dated April 28, 2017, leaving the account closed with a final balance of $103.17.  It is T-Mobile's position that the remaining EIP balance is valid and owed.   Due to non-payment on June 20, 2017, the account was referred to third party collection agency, Diversified Consultants Inc. Although, it was outside the 14 day return period, T-Mobile allowed Mr. [redacted] to return the Samsung Galaxy On5. As of May 23, 2017, T-Mobile received Mr. [redacted]’s package however the device has not be located in our warehouse. Nevertheless, we have confirmed that the device has not had any usage since Mr. [redacted]’s return and as such, we have issued a credit for $103.17 account bringing the account to a zero balance.  In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated.   We again apologize for the inconveniences Mr. [redacted] experience and appreciate the opportunity to address his concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

April 24, 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 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account. Please be advised that we have made 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 Ms. [redacted] experienced regarding her account balance. On September 16, 2013, the account was activated and currently subscribes to our T-Mobile ONE family rate plan for $180.00 per month for four lines of service. Additionally, the account has three Mobile Internet lines of service. The lines ending in [redacted] and [redacted] subscribe to our Mobile Internet 6GB rate plan for $40.00 per month. The line ending in [redacted] subscribes to our Mobile Internet 2GB rate plan for $25.00 per month. As Ms. [redacted] subscribes to voice lines on the same account, the Mobile Internet lines automatically receive a $10.00 discount per line. Finally, the lines ending in [redacted] subscribe to our Premium Handset Protection feature for $12.00 each per month.
Please note that Ms. [redacted] purchased equipment on our Equipment Installment Plan (“EIP”) as outlined below:
• On April 10, 2015 – an Apple iPad Air 2 tablet;
• April 19, 2016 – an Apple iPhone 6s device;
• July 27, 2016 – an Apple Watch;
• January 24, 2017 – an Apple iPhone 7 device, a Samsung Galaxy S7 Edge device, Apple and Samsung accessories, and a Logitech Mega boom speaker;
• March 24, 2017 – an Apple iPhone 7 device, a SyncUp and Drive device, and Apple accessories.
The final charge for the above mentioned Apple iPad Air 2 tablet was billed to Ms. [redacted]’ March 29, 2017, monthly billing statement and therefore, will no longer bill to the account. As such, Ms. [redacted]’ monthly access charges and monthly equipment charges after the above outlined Mobile Internet discounts are estimated to be in the amount of $464.87 per month.
Ms. [redacted]’ March 29, 2017, monthly billing statement was in the amount of $485.39 and consisted of monthly access charges, monthly equipment charges, the final charge for the Apple iPad Air 2 tablet, and fees and taxes for the billing period from March 29, 2017, through April 28, 2017.
Please be advised customers who are enrolled in AutoPay receive discounts on their T-Mobile ONE rate plans. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. On April 9, 2017, Ms. [redacted] enrolled in AutoPay and will receive a $20.00 discount for every month she maintains her enrollment bringing her estimated monthly charges to $444.87. As T-Mobile has confirmed, Ms. [redacted] is being billed correctly and we respectfully decline any adjustments to her bill.
In regards to Ms. [redacted] request for cancellation, authorized user have full access to the account and have the ability to make changes such as:
• Adding or removing features
• Changing rate plans
• Suspending a line of service or the account
It is important to note that authorized users cannot cancel a line of service and T-Mobile must process these requests directly with the billing responsible party. Should Ms. [redacted] wish to cancel the three lines of service she no longer needs, we ask that [redacted] contact our customer care department at 1-800-937-8997. 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.
Jennifer G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I still have no proof of final billing, I disagree with T-mobile's assessment that I was able to fully use the services, it was disruptive to the point of having to switch carriers, caused me financial harm and distress, and the parttern I noted and the conversations I noted indicated it was at least partially retaliatory on T-mobile's part. 
Sincerely,
[redacted]