T-Mobile Usa Inc

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

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] experienced with her recent visit to a retail location.  Please be assured that T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location.      In an effort to resolve this matter T-Mobile applied an adjustment in the amount of $79.77, which brought Ms. [redacted]s account balance to zero. 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.   Lauren L[redacted] Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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, from Mr. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the 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 the above-referenced account. Our records confirm that on March 1, 2017, an Apple iPhone 7 Plus handset was purchased at a total cost including taxes and shipping in the amount of $982.25. A new line of service was to be added to the above-referenced account for this handset. This line of service, ending in 4646, was activated on March 2, 2017. Payment for the handset was remitted via a credit card. Our records confirm that the Apple iPhone 7 Plus handset was shipped via UPS, and was to be delivered on March 7, 2017. Regrettably, however, the device could not be delivered. As such, the handset was returned to a UPS location, for pickup at Ms. [redacted]’s earliest convenience. Our records confirm that the shipment was successfully picked up by Ms. [redacted] on March 14, 2017.
In Mr. [redacted]’s correspondence, he indicated that the Apple iPhone 7 Plus handset was not included in the shipment. Upon receipt and review of Mr. [redacted]’s concerns, T-Mobile confirmed that the handset in questions is not in use on Mr. [redacted]’s account. As such, on March 30, 2017, the device was blocked from use on our network, and a refund was requested for the payment remitted in the amount of $982.55. Our records confirm that a refund in the amount of $982.55 was issued to the credit card used for the March 1, 2017 payment. This refund can be expected to be available within three to five business days. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was confused as to why part of my $90 credit went missing because it appeared to go towards the handset that was returned, but she explained that was for my air time charges. Ally also sent me a $270 card for the amount of my past due [redacted] termination fee and went above and beyond to resolve all issues. I am now completely satisfied with all outstanding issues and appreciate her prompt amicable resolution and excellent customer service! Sincerely, [redacted]

Revdex.com:T-mobile has resolved this issue and has given me back my grandfathered account[redacted]

Date Sent: 12/22/2015 11:40:37 AMDecember 22, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 12, 2015, regarding the above-referenced account. T-Mobile regrets concerns to [redacted] regarding her prepaid refund card. T-Mobile records confirm that on October 6, 2015, T-Mobile mailed [redacted] a prepaid refund card in the amount of $172.28. The mailing time is seven to ten business days and [redacted] should have received it by October 20, 2015. On December 17, 2015, T-Mobile contacted Citibank with [redacted] to find that status of her prepaid refund card. Citibank advised that [redacted]’s prepaid refund card was shipped to the address on her T-Mobile account and [redacted] stated she was no longer at that address. T-Mobile requested that Citibank cancel the prepaid refund card. In an effort to amicably resolve this matter, the refund in the amount of $172.28 was returned to [redacted]’s checking account upon receiving her routing and checking information. Please allow three to five business days for it to reflect with [redacted]’s financial institution. T-Mobile will follow up with [redacted] by December 24, 2015, to ensure that she has received her refund. T-Mobile regrets any inconvenience to [redacted] regarding this matter and appreciates her patience. 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. Leah To[redacted] Executive Response

May 15, 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 3, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to his coverage. 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.
Our records indicate that the account was on the T-Mobile ONE rate plan, which includes unlimited talk, text and data. T-Mobile reviewed the billing statements from March 3, 2017, through May 2, 2017, and over the course of those three months, Mr. [redacted] used an average of 209 minutes with calls as long as 40 minutes, sent and received and average of 1,809 text messages and used an average of 25,104.60 megabytes (25GB gigabytes) of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider the charges to be valid. T-Mobile respectfully declines Mr. [redacted]’s request for a credit for his services.
If Mr. [redacted] continues to experience any difficulties with the service, we request that he contact our Customer Care at 800-937-8997 and provide details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below.
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.
Diana J[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I am not satisfied with the Statement from T-Mobile regarding my account, they continues broadcasting their lies with pretty words. The changing of the "Rate plan" back and forward was done by T-Mobile and T. -Mobile alone. I was laying down in my beds peacefully when a representative from T-Mobile called me luring me into their promotion,  no one explained to me that my "Rateplan"Will changed to a more expensive plan. The representative who called me explain everything so neat and convincing that figure I get a called to offer me a free tablet ( which I did not need)and a free phone just for keeping the account for 2 years which I plan to does an offer I can refused.  No one mentioned anything about changing the rate plan of course for a more expensive one. It's true that I did called and spoke to a representative concerning helping me with a plan to save some money, my bill with T-Mobilre was over $250.00 Dollars.  The representative sound helpful and offer me a less expensive plan, did she explains to me the that changing this plan will incurred me paying for the tablet that never worked, and the LG phone.. of course not, customer services employee at T-Monile appears to be train to be aggressive for their commissions and to disregard the welfare of their customers.  T- Mobile stop writing pretty words full of lies, and stop stealing from the customers.concerning their tablet check on their recordings they claim hat all the calls are recording for training purpose, I called several times to get assistance to get the tablet to be able to receive pictures, and text messages that didn't work.regarding the returning of their equipment yes it's true I returned after the 14 days period, I returned both equipment the same day see Attached UzpS receive.  T-Mobile is lurking into charging me for that phone incredible. I do not wish to continue wasting my time with this nonsense, I joined T-Mobile to stay with their services, I had used T-Mobile for a while using pre-Paid and I like their services, what I don't like is to be robbed, using pretty words to explain how they get their customer confused with their promotion. I do not wish to be contacted with these lies again, the records shows how many customers are switching to another carrier.

Complaint: [redacted]
I am rejecting this response because: The inquiries have not been removed from my credit report. Once this is done I will accept the resolution.
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. I would also like to sincerely thank both Carla and Lauren (our business representative) for their time and attention in addressing this issue quickly.Sincerely, [redacted]

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Customer: [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 29, 2017 regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] has concerns regarding the down-payment required for his handset upgrade. It is important to note that the down payment collected when completing an upgrade is determined by several factors including handset selected, individual account tenure, payment history and personal credit information. Furthermore, Mr. [redacted] authorized T-Mobile to obtain his personal credit information when he activated his service with us and we have not obtained this information since nor would we. The credit information we obtained at activation would be the only credit information we would factor into the criteria listed above.
Furthermore, with one of T-Mobile’s latest Un-carrier moves, we have launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48 hour window will reset the monthly counter. T-Mobile records indicate that Mr. [redacted] activated his service on October 9, 2016 and has made three late payments within his tenure with the last late payment being in March of 2017. As such, Mr. [redacted] could qualify for our best pricing were he to make his next twelve payments on time.
However, in an effort to amicably resolve the matter, on April 3, 2017, T-Mobile has temporarily changed Mr. [redacted]’s account to reflect best pricing. This will be effective until May 3, 2017. If Mr. [redacted] does not upgrade prior to this date, he will be required to make the normal down payment. Additionally, T-Mobile would be unable to accommodate such a request in the future and recommend that Mr. [redacted] ensure he makes twelve consecutive on time payments prior to his next upgrade. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
David T[redacted] Executive Response

I was not given ample time to respond to my complaint. The company replied to me and has been handling my case. Please change status to resolved--satisfied at this point. Thank you
 
Complaint #[redacted]
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The customer service and phone reception I have received over the last 2 years have not been very good. I have had various issues with T-Mobile and there have been multiple encounters with disrespect from customer care including a recent call: I called to inform them I could not afford to make the payment until Friday 10/20/17 before having to ask for a manager I was told “well your service will be interrupted, you need to make a payment that will process today.” I explained I will pay the balance by Monday and I also questioned why my bill has been $400 for the past 2 months. I asked two different customer care reps and never received an answer. I am still confused as to why my bills have been so high for the last 2 months.
Sincerely,
[redacted]

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 27, 2017, regarding the above-referenced account.
T-Mobile sincerely regrets any inconvenience Ms. [redacted] has experienced with her ZTE Spro 2. Please be advised the ZTE Spro 2 is sold from T-Mobile already factory unlocked and requesting an unlock code for the device is not required.
In an effort to amicably resolve this matter, on April 3, 2017, to rule out a device issue T-Mobile shipped Ms. [redacted] a replacement ZTE Spro 2 device. If Ms. [redacted] continues to experience issues T-Mobile recommends she contact the manufacturer of her device ZTE at 1-877-817-1759 for additional troubleshooting.
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is  unsatisfactory. I spoke to T-Mobile management who still could not take payment and I'm still left trying to satisfy this debt. This entire issue could have been resolved months ago when I walked into the store to return the device. I would like the negative remark removed and find out which collection agency I now have to pay.

October 24, 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 14, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his 2016 iPhone Trade-Up offer. T-Mobile records confirm that on September 14, 2016, Mr. [redacted] qualified and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 7 Black handsets with 32GB of memory and two Apple iPhone 7 Plus Rose Gold handsets with 32GB of memory. At the time of purchase Mr. [redacted]’s purchase qualified for the 2016 iPhone Trade-Up offer. Starting September 9, 2016, for a limited time, new and existing postpaid customers who trade-in their fully paid off iPhone (from any carrier) can get a new iPhone 7 for free, via billing credits, when purchased on EIP. Starting September 15, 2016, customers must sign up for the T-Mobile ONE rate plan. On October 6, 2016, Mr. [redacted] utilized T-Mobile’s EIP offering with the purchase of an Apple iPhone 7 Black handset with 32GB of memory. Please note that as Mr. [redacted] did not change his rate plan to the T-Mobile ONE rate plan, Mr. [redacted]’s purchase did not qualify to receive the monthly bill credits, reducing the cost of the handset to zero. Additionally, on October 7, 2016, Mr. [redacted] qualified and took advantage of T-Mobile’s JUMP! On Demand lease offering, with the lease of an Apple iPhone 7 Black handset with 32GB of memory. This handset also did not qualify for the 2016 iPhone Trade-Up offer as the handset must have been purchased utilizing EIP. Nevertheless, on October 20, 2016, in an effort to amicably resolve the matter, and as a courtesy to Mr. [redacted], T-Mobile closed Mr. [redacted]’s EIP and JUMP! On Demand on the two iPhone 7 Black handsets purchased on October 6, 2016, and October 7, 2016, reducing the balances to zero. Mr. [redacted] has accepted this as a resolution to 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. Diana J[redacted] Executive Response

June 9, 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 June 4, 2016, regarding the above-referenced account. T-Mobile records indicate that [redacted] is listed as an authorized user on [redacted] account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding charges for insurance on his T-Mobile account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location. On July 21, 2015, Mr.[redacted] activated a line ending in 2166 and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone 6 device. At the time of activation, a Premium Handset Protection feature for $12.00 per month was added to his line. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). The first notice T-Mobile received regarding a dispute of the Premium Handset Protection feature and associated charges was on June 3, 2016. T-Mobile removed this feature and provided a credit of $72.00 to cover six months of the $12.00 monthly charge. In an effort to amicably resolve this matter, T-Mobile issued an additional credit of $72.00 to cover the remaining six months of the $12.00 monthly charge. The credit leaves a credit balance of $72.00 on the account. Mr. [redacted] indicates the credit resolves his concerns to his satisfaction. 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. Jennifer G[redacted] Executive Response

May 15, 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 2, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the cancellation of his T-Mobile service. T-Mobile records confirm that on March 9, 2017, Mr. [redacted] cancelled his T-Mobile service. At the time cancellation Mr. [redacted] had one active Equipment Installment Plan (“EIP”) for an iPhone 6S device with a remaining balance of $460.36. Due to an inadvertent system error, the EIP final balance did not populate on the subsequent bill cycle following the cancellation of service.
On May 2, 2017, T-Mobile closed the EIP and the final billed charges for the device in the amount of $460.36 will reflect on the June 13, 2017, bill statement. T-Mobile contacted Mr. [redacted] on May 10, 2017, and during our subsequent conversation, T-Mobile advised Mr. [redacted] that a revised final billing statement including the EIP billed charges will be available June 13, 2017. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

August 1, 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.
T-Mobile regrets that Ms. [redacted] has additional concerns regarding her account activity. Please be advised that on July 18, 2017, T-Mobile received a copy of Ms. [redacted]’s driver’s license, a police report number, and a confirmation number of her FTC affidavit. Please note that this information has been forwarded to our fraud department for further review. If a physical copy of the police report, and a physical copy of the FTC affidavit is still required we will advise Ms. [redacted]. T-Mobile will continue to work with Ms. [redacted] and will allow her to email the requested documents instead of mailing them to [redacted]@T-Mobile.com. In addition, Ms. [redacted] may also fax these requested documents to my attention at 1-505-998-3796.
In Ms. [redacted]’s original correspondence to your office, she indicated that someone attempted to purchase equipment on her account on May 26, 2017. Please be advised that information such as is considered proprietary and confidential information of T-Mobile. The request will need to be directed to the attention of T-Mobile’s Law Enforcement Relations group at 4 Sylvan Way, Parsippany, NJ 07054 or via facsimile 973-292-8697.
T-Mobile encourages Ms. [redacted] to contact the three major credit bureaus to make them aware that she may have been a victim of identity theft. They will instruct Ms. [redacted] further on how to protect herself against future fraudulent activity. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
Please be advised T-Mobile will continue to work with Ms. [redacted] to confirm fraudulent charges were not assessed toward the account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
William B[redacted]
Executive Response

April 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] [redacted]  Your File No. [redacted]  T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 12, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his billing concerns.
T-Mobile records indicate that on June 20, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Pad F 8.0 tablet during our Father’s Day Tablet On Us Offer. Mr. [redacted] agreed to a total price of $239.76 plus tax. Mr. [redacted] was not required to remit a down payment; however, he agreed to a series of 24 monthly installments of $9.99 per month.
Additionally, from June 17, 2015, to June 22, 2015, qualifying new and existing postpaid customers were able to purchase the LG G Pad, for free after monthly bill credits when they activate or upgrade on a Simple Choice Mobile Internet plan of 1GB or higher, including Match Your Phone Data MI plans. Based on this promotion, customers will see a $9.99 EIP charge on their bill and a corresponding credit every month, resulting in a $0 net cost each month. T-Mobile records confirm that Mr. [redacted] received the appropriate bill credits in the amount of $9.99 while meeting the eligibility requirement of having an active Mobile Internet (“MI”) line with an eligible rate plan of one gigabyte or higher.
T-Mobile records indicate that Mr. [redacted] was on a Simple Choice Plan which includes Unlimited Talk, Text, and Data with 4G speeds up to 2GB and Simple Global, Stateside International and Unlimited Texting for a total of $50.00 per month plus applicable taxes and fees. Our records further indicate Mr. [redacted] added unlimited data plus five GB’s of SmartPhone Mobile Hotspot (“SMHS”) to his voice line ending in [redacted] a cost of $20.00 per month plus applicable taxes. . This plan when combined with a MI line provides a $10.00 per month discount for his MI line. On June 20, 2015, Mr. [redacted] activated a MI line on a Simple Choice North America MI plan which included five GB’s of data for $20.00 per month. Mr. [redacted] was receiving the $10.00 per month discount up until he elected to change his rate plan to the T-Mobile One plan which went into effect on January 23, 2017.
T-Mobile records indicate Mr. [redacted] new T-Mobile One rate plan includes unlimited talk, text, and data for $75.00 per month and could receive a $5.00 discount per month if enrolled in AutoPay. Our records further indicate Mr. [redacted] changed his MI line to T-Mobile One MI plan for $75.00 per month and would receive a $50.00 hybrid discount when combined with a T-Mobile One voice line. On March 22, 2017, Mr. [redacted] elected to cancel his MI line and he now has one voice line ending in 1033 active with the monthly recurring charges are $75.00.
In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile applied an account credit in the amount of $47.49 which brought Mr. [redacted] account to a credit balance of $47.49.
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] recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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.
Carlos T[redacted] Executive Response

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. Please be advised T-Mobile has resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her JUMP! upgrade. The JUMP! feature provides the benefit of trading-in a current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance. On November 19, 2016, Ms. [redacted] initiated a JUMP! upgrade on line ending in [redacted] and purchased an iPhone 7 Plus on EIP paying $31.25 a month for 24-months. Please be advised as part of the JUMP! purchase that Ms. [redacted] was required to return her iPhone 6s Plus handset back to T-Mobile to receive a trade-in credit for the remaining EIP balance of $374.99. T-Mobile records indicate that the iPhone 6s Plus was not received at the trade-in center; as such, the trade-in credit was not issued to the account and the associated EIP installments continued to be billed monthly.
On June 20, 2017, in an effort to amicably resolve this matter, T-Mobile closed the remaining EIP balance associated with the iPhone 6s Plus. In addition a credit in the amount of $250.00 was applied to the account, equal to eight months of the iPhone 6s Plus EIP installments. This credit brought the account balance down to $491.31 for unpaid past due charges, current service charges and monthly EIP for additional devices. 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.
Carolina F[redacted]
Executive Response