T-Mobile Usa Inc

June 15, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 correspondencedated June 8, 2015, regarding the above-referenced account.   In early 2014, T-Mobile announced contract freedom for consumers lookingto switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously heldback by expensive termination fees and staggered tenures to leave their currentcarrier for a better deal.  T-Mobile willnow reimburse consumers’ early termination fees up to $350.00 per line andprovide account credits of up to $300.00 per device traded-in at the time oftheir activation – for up to five lines of service.  To be eligible for this offer, consumers mustactivate a Simple Choice postpaid rate plan, and at the time of thisactivation, they must port-in their current mobile number, trade-in a device,and purchase a new T-Mobile device.  Thenew device may be purchased with our Equipment Installment Plan (EIP), but thisis not required.  Each line for whichreimbursement is requested, must be ported in from another carrier, added to aSimple Choice postpaid rate plan, have a device traded-in and a new T-Mobiledevice 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 finalbilling statement from their prior carrier to T-Mobile atwww.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of therequired documents and reimbursement of the early termination fees may take upto eight (8) weeks from the date of submission to be received and there is noprocess for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in goodstanding.  As this is a reimbursementoffer, T-Mobile recommends that customers make arrangements to pay any earlytermination fees billed by their prior carrier in order to avoid collectionactivity.     Please be advised that T-Mobile records do not indicate that Ms. [redacted]met the requirements to qualify for the Early Termination Fee Reimbursementoffer.  T-Mobile records confirm that a newhandset was not purchased and no handset was traded in to T-Mobile.  Nevertheless, as a courtesy to Ms. [redacted], andin an effort to amicably resolve this matter, T-Mobile has issued a credit tothe account in the amount of $210.00, bringing the account to a revised creditbalance of $210.00.  Please be assured that T-Mobile strives to provide world-class serviceto all of our customers on each and every contact.  We also make every effort to provide completeand accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display thatduring Ms. [redacted]’s recent contact with our retail location or Customer Care Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

January 20, 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 9, 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 that Ms. [redacted] has had regarding her Carrier Freedom reimbursement or her handset trade-in credit. Our records indicate that Ms. [redacted] activated her T-Mobile account on November 5, 2015. Under the terms of our Carrier Freedom program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). Customers then need to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. Please note that to date, T-Mobile has no record of receipt of a reimbursement request from Ms. [redacted]. However, our records confirm that on January 8, 2016, Ms. [redacted] reached our online Customer Relations Team and provided them with a copy of her final billing statement from her previous provider. At that time, T-Mobile confirmed that Ms. [redacted] was charged an early termination fee in the amount of $165.00 when she cancelled with her previous provider, and as such, T-Mobile entered a credit in the amount of $165.00 toward Ms. [redacted]’ account. Upon receipt of this correspondence, T-Mobile investigated Ms. [redacted]’ concerns regarding her trade-in handset. Regretfully, T-Mobile has no records to indicate that a handset was traded-in at the time of activation. As we were unable to reach Ms. [redacted], we were unable to gain details regarding the handset trade-in transaction. Nevertheless, as Ms. [redacted] indicates that the handset was quoted a value of $75.00, T- Mobile has entered a credit to the account in the amount of $75.00, bringing the account to a revised credit balance of $143.92. T-Mobile regrets any inconvenience to Ms. [redacted], and we are sorry to hear that she had difficulty discussing the details of her account in-store with our representatives. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact, regardless of the origination of the account. 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 Ms. [redacted]’ recent contact with our retail location. T-Mobile would like to further discuss the matter with Ms. [redacted]’ regarding her in-store experience and to confirm that we have addressed all of her concerns. Ms. [redacted] may contact me at the number listed below if she would like to discuss the matter further. 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

Revdex.com:
 
Thank you for helping me in this matter.  T-mobile has contacted me and the matter has been resolved.  Again, thank you.

Tell us why here... April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: Denise M[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 21, 2018, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. M[redacted]’s concerns to her satisfaction.T-Mobile regrets any concerns Ms. M[redacted] experienced with her handset return and refund.  T-Mobile records indicate that on February 27, 2018, Ms. M[redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG V30 handset via T-Mobile.com.  At the time of purchase, Ms. M[redacted] was required to remit a down payment and pay taxes on the full retail price, which totaled $143.48.  Ms. M[redacted] then agreed to a series of 24 monthly installments in the amount of $30.00. At the time of Ms. M[redacted]’s purchase T-Mobile provided a 20-day return period, which allowed Ms. M[redacted] to use the equipment to see if it met her needs.  Please be advised that refunds and account adjustments are processed within ten business days from the time the equipment is received by T-Mobile’s warehouse.  T-Mobile records indicate that on March 13, 2018, T-Mobile closed the EIP for the LG V30.  Then, on March 21, 2018, a credit in the amount of $30.00 was applied to Ms. M[redacted]’s account for the EIP installment that was billed, updating the account balance to $77.74.  A refund in the amount $143.28 was processed to Ms. M[redacted]’ credit card. On March 21, 2018, T-Mobile spoke to Ms. M[redacted] and advised her of the above.  Ms. M[redacted] was also advised that her refund should post to her credit card within three business days.  Ms. M[redacted] did not have any additional concerns.  T-Mobile regrets any inconvininece to Ms. M[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. 341-8043.Very truly yours,T-MOBILE USA, INC.Robert R[redacted]Executive Response

June 14, 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 May 31, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], who has been designated as an authorized user by Mr. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding the refund for the equipment purchased. T-Mobile records indicate an order was placed on May 20, 2017, through T-Mobile’s Telesales department for three Samsung J7 devices as well as accessories totaling $812.30 including applicable tax. It is important to note that T-Mobile provides a 20-day return period to customers allowing them to use the service to see if it meets their needs. If the service is not acceptable, the customer can cancel their service without incurring any fees.
On May 25, 2017, T-Mobile records confirm the request to transfer the mobile numbers in question; however, due to system limitations, the numbers were unable to be transferred to T-Mobile due to the service area not being available for porting. As such, Mr. [redacted] requested to cancel services due to this, as well as ongoing issues with the equipment. As the account was within the return period, Mr. [redacted] was required to return the equipment to the point of sale prior to cancellation being performed.
On June 2, 2017, T-Mobile contacted Mr. [redacted] to authorize the cancellation of the account as the equipment was in route to T-Mobile’s return center.
Upon speaking with Ms. [redacted] on June 6, 2017, T-Mobile informed Ms. [redacted] of the refund request, and advised her that it has been escalated. Ms. [redacted] was also informed that the funds will be received to the payment method used within three business days for the full amount owed. As of the date of this letter, Mr. [redacted]’s account remains closed.
Furthermore, on June 12, 2017, Ms. [redacted] confirmed that the refund has been successfully received. T-Mobile has scheduled a review of the final billing statement to take place on June 27, 2017, at which time T-Mobile will apply any adjustments to ensure the account remains closed with a zero balance. T-Mobile will advise Ms. [redacted] of actions taking place via email, per her request.
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.
Adrianne F[redacted]
Executive Response

August 31, 2017
FILED ELECTRONIC[redacted]
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 August 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered with her handset upgrade. 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 Ms. [redacted]’s recent contact with our retail location.
T-Mobile records confirm that, on August 15, 2017, Ms. [redacted] paid off the remaining balance on her iPhone 6S Plus Equipment Installment Plan (“EIP”) in the amount of $103.49, and then qualified for and took advantage of our EIP offering with the purchase of a new handset. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24-month financing agreement signed at the time of the purchase.
While we regret any misunderstanding about the EIP program and the specifics of the offer to Ms. [redacted], her down payment collected at the time of purchase was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information.
Based on the above factors, Ms. [redacted] qualified to purchase a Samsung Galaxy S7 32GB handset with a retail price of $480.00 by remitting a down payment of $264.00 and 24 interest-free monthly installment payments in the amount of $9.00. T-Mobile records do not confirm that at the time of the purchase Ms. [redacted] was eligible for a zero down payment, and regrets any misinformation. Nevertheless, in an effort to amicably resolve this matter T-Mobile applied a credit in the amount of $103.49 toward the account. The credit reduced the account balance to a credit balance of $103.49. T-Mobile is glad to confirm Ms. [redacted] accepted the credit as a resolution to her concerns and we regret any inconvenience this may have caused.
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.
Abigail [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 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 to hear that Ms. [redacted] was not satisfied with our previous response to your agency dated April 5, 2017. As stated previously, the ZTE Spro 2 does not have a SIM lock on it and is provided to T-Mobile from ZTE already factory unlocked.
Nevertheless, in an effort to amicably resolve this matter, on April 19, 2017, T-Mobile agreed to accept the return of Ms. [redacted]’s ZTE Spro 2 device to our office and upon receipt, and verification of the equipment in acceptable condition, T-Mobile will remove the remaining Equipment Installment Plan (“EIP”) balance of $299.99 from the device. Additionally, T-Mobile will apply a bill credit of $200.00 for what Ms. [redacted] has already paid for the device. Ms. [redacted] can return the device to the following address:
T-Mobile USA, Inc.
Attn: Zachary S[redacted]
c/o Executive Response
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the ZTE Spro 2, battery, charger, and her account information within the box to insure proper credit is applied. If the handset has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the charge for the ZTE Spro 2 will be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than May 19, 2017, in order to take advantage of this offer. 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

July 15, 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 July 10, 2015, regarding the above-referenced account. 
 
T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S4 on January 6, 2014.  By purchasing T-Mobile equipment, our customers 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.
 
With regard to Ms. [redacted]’ handset, upon receipt we examined it and it was found to have sustained physical damage to LCD which is not covered under the warranty.  Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam.  Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets.  A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange.  This information is also in the users’ manual and in the material that accompanies the replacement handset.  Based on the above information it is T-Mobile’s position that the $437.00 out-of-warranty fee was validly assessed.
 
However, as a courtesy and in an effort to amicably resolve this matter, on July 2, 2015, T-Mobile applied a credit of $225.00 towards the $437.00 out-of-warranty charge; bringing the charge owed to $212.00.  On July 14, 2015, T-Mobile applied an additional courtesy credit of $212.00 for the remaining portion of the out-of-warranty charge.  Ms. [redacted]’ T-Mobile account now reflects a balance of $109.50 due by July 13, 2015.
 
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.
 
Luv V[redacted]
Executive Response

May 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 April 24, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his concerns with his efforts to take advantage of our 2016 Friends & Family 2 Lines on Us and 2016 Winter Smartphone offer. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated two lines of service on November 20, 2016, and attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 lines On Us; and
• 2016 Winter Smartphone.
As can be expected, there are several eligibility requirements for each of the above promotions. Mr. [redacted] met all of the requirements for the 2016 Friends and Family offer as he activated two new voice lines, for which he is receiving the expected monthly bill credits. Those bill credits are reflected on page three of his most recent billing statement. Furthermore, T-Mobile has reviewed Mr. [redacted]’s billing statements and found that he has received the monthly bill credit associated with the 2016 Friends & Family 2 Lines on Us since his billing statement dated December 25, 2016. Mr. [redacted] may review his billing statements since December 25, 2016, and confirm he has received the appropriate bill credits associated with the promotional offer.
With respect to the 2016 Winter Smartphone offer, T-Mobile records indicate Mr. [redacted] purchased a LG Stylo 2 on our Equipment Installment Plan (“EIP”). As such, Mr. [redacted] qualified for our 2016 Winter Smartphone offer which provided eligible customers a $5.84 monthly bill credit. T-Mobile records indicate on February 1, 2017, Mr. [redacted] was approved for the 2016 Winter Smartphone offer. As such, Mr. [redacted] was provided a bill credit of $17.52 on his billing statement dated February 25, 2017, which represented his missing monthly bill credits. Furthermore, Mr. [redacted] will continue to receive a monthly bill credit of $5.84 for his LG Stylo 2.
However in an effort to amicably resolve this matter, T-Mobile has agreed to close Mr. [redacted]’s EIP for his LG Stylo 2. As such, Mr. [redacted] will no longer receive monthly bill charges for his LG Stylo 2 EIP.
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

May 22, 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 8, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s poor experience regarding her equipment purchase. T-Mobile records indicate that on May 2, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $49.99 plus tax. As Ms. [redacted] indicates in her correspondence to your office she made the request to cancel the order and line associated with the upgrade; however, per an administrative error the shipment was mailed and the equipment delivered. Please be advised upon speaking with Ms. [redacted] she indicates never receiving the shipment.
In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile has closed the associated EIP and provided a refund in the amount of $104.20 applied to the above-referenced account as an account credit. Along with an additional account credit and payment by Ms. [redacted] on May 20, 2017, her account has been returned to a zero balance.
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 Ms. [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.
Liana G[redacted] Executive Response

The only thing that was not negotiated was my bill.  If they cannot cover my entire bill for these issues, I need to be given a discount off of my bill.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]

August 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account 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. Please be advised that we have made several attempts to contact [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address any concerns within this letter and will forward a copy to [redacted].
T-Mobile regrets any concern to [redacted] regarding the information provided about T-Mobile’s tourist plans. 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 [redacted]'s recent contact with our retail location.

T-Mobile records indicate that on July 25, 2017 [redacted] visited a T-Mobile authorized retail location to purchase two Prepaid Tourist Plan sim cards for $30.00 per month which includes 1,000 minutes, unlimited text, and 2 GB of 4G LTE data. While in the retail location, [redacted] was advised to purchase two regular prepaid plans for $50.00, which includes unlimited talk and text, and 10 GB of 4G LTE data.

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.” T-Mobile regrets any inconvenience to [redacted].

In an effort to amicably resolve [redacted]'s concern, T-Mobile applied a credit of $100.00 to [redacted]'s account, reducing his balance to a credit of $25.00.

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

May 8, 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 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that [redacted] and [redacted] are one and the same. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his recent equipment purchase. According to our records, on April 21, 2017, Mr. [redacted] purchased two sets of Powerbeats headphones through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $16.34. Please note that T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
Based on T-Mobile’s investigation of Mr. [redacted]’ concerns we have confirmed that there was no promotional offer which provided free Powerbeats headphones.
However, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on May 1, 2017, T-Mobile agreed to close the remaining EIP balance for the Powerbeats headphones used on the mobile number ending in [redacted]. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
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]’ contact with our retail location. 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

December 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 29, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced. T-Mobile records indicate on January 14, 2015, Ms. [redacted] activated service with two lines of service. Please note at the time of activation we received consent to a check Ms. [redacted]’s personal credit. Based on her personal credit history at the time of activation she was required to pay deposits in the amount of $50.00 for the first line and $30.00 for the second line. Please be advised that the deposits are refundable after 12 months of service in good standing. As such, the amount will first be applied to open debt, and then any remaining credit balance can be refunded. With one of T-Mobile’s latest Un-carrier moves, T-Mobile has 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. It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available. However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers. Please note, this program is available to Postpaid, Pay in Advance, Simply Prepaid and Simple Choice No Credit Check customers. Although other account types are qualified for this promotion, only postpaid accounts are eligible to use the EIP. As such, account holders who have an account type other than postpaid, who have met the 12 month payment history requirement and who want to take advantage of the EIP program to purchase new equipment will need to convert their account to a postpaid account by visiting a retail location or contacting Customer Care. Our records indicate Ms. [redacted] does not qualify for zero to low-down payment, due to 12 consecutive on-time monthly payments not posting to the account. Nevertheless, in order to reach an amicable resolution upon speaking with Ms. [redacted] on December 5, 2016, T-Mobile has applied a courtesy credit of $80.00 for her deposits paid at the time of activation. This credit reduced her overall balance to $84.69, due December 15, 2016. Additionally, T-Mobile has also extended the offer to well-qualify Ms. [redacted] to purchase new equipment at zero to low-down down payment. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced 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. Sharon 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. Sincerely, [redacted]

Revdex.com:I will accept this offer even though it was sent to Convergent in less than 2 weeks.  Please see attachment.
 
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]-[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

January 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 Prepaid No. XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 29, 2015, regarding the above-referenced account. T-Mobile understands how important it is for our customers to have working devices and regret any inconvenience that Ms. [redacted] may have experienced while waiting for her device exchange. T-Mobile records indicate that on December 23, 2015, Ms. [redacted] spoke with our corporate office who offered to send Ms. [redacted] a Samsung Galaxy Note 4 exchange through our office. Ms. [redacted] accepted our offer of resolution and the exchange was ordered for Ms. [redacted]. On December 30, 2015, Ms. [redacted] was able to speak with our corporate office in regards to the replacement device that was ordered for her and informed Ms. [redacted] that the exchange can take seven to ten business days for her to receive which she understood. Please note that due to the holidays the estimated delivery date is January 7, 2015, which was also disclosed 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. Josiah M[redacted] Executive Response

Complaint ID [redacted] has been resolved. I no longer require any further assistance. The business helped me to resolve the issue on the account and provided me with a bill credit. 
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: Hello I spoke with Mr B[redacted] June 28th and he assured me he will acquire the documents I requested from the T-Mobile store and forward them to me. I have followed the instructions in the response from T-Mobile to receive the paperwork but still havent received and paperwork or any update correspondences via phone,email, or mail. I have left messages for Mr B[redacted] to call with with the updated status of my case but havent received any updates since June 28th. I am asking that my case be reopened to resolve my issue. Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because: After speaking with Jason, I called my financial institution who also did further investigation. Their investigation states that a 3rd party company by the name of NOVENTIS has intercepted my payment and was paying it via credit card. Now, my financial institution does not work with NOVENTIS nor do they know who they are. I then called TMobile back to try to speak with Jason, which no one, including supervisors have a number to reach him and advised me to "Write a letter" instead. When I asked the representative at TMobile if they worked with a 3rd party company, I was told first No, then told "They may have used them in the past and perhaps it wasn't switched from my account" Prior to the 3 months, I never ONCE had these issues.. This is not my problem, nor my banks problem. This is TMobiles problem. IF their CAT department, found this issue and knows where the problem stems from, then why are they not fixing the problem? Why can't they redirect the money from my bank back into my account. Where did this NOVENTIS company come from? I did turn down the offer for autopay because this does NOT fix the issue, but gives them full access to my bank account which if they can't fix this 3rd party from taking my money why on earth would I allow them to take money from my account.I want this fixed, weather that is to set me up with a new account with Tmobile or put this company NOVENTIS in jail. But if it's not fixed and done with in the next time a payment is due, I will be leaving T Mobile after 13 years, I will not pay a fee to leave or for my phone. Do I want to leave? NO. I want this to be fixed, but if the CAT team and JAson are so unwilling to find a better resolution other than me giving them access to my bank account then I wlll be gone, no further payments or fee's will be sent or I will be required to pay.Again, I have no clue who NOVENTIS is, I don't know how they accessed my account and I Don't understand the secrecy of TMobile when theirs a fraud going on why aren't they doing something to PROTECT THEIR CUSTOMERS!  Fix it by the next pay period or I'm gone with nothing else owed.[redacted]      
Sincerely,
[redacted]