T-Mobile Usa Inc

August 18, 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 August 10, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any concern regarding our Binge On video streaming feature. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Video streaming has become the #1 way many people use data. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less data. That said, Binge On is a feature that our customers can control at all times. It can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website. Please note, we notified customers multiple times about Binge On and their ability to control the service through its On/Off switch through communications using SMS, e-mail, web-based disclosures, advertising, mainstream news stories and social media. Only customers with eligible plans and a minimum of 6GB of data features can stream content from these providers without using their data. T-Mobile regrets any confusion regarding our Binge On rate plan requirements. T-Mobile records indicate Ms. [redacted] is currently enrolled in our Simple Choice Family Unlimited Talk and Text for four lines of service at $100.00 per month. Ms. [redacted]’s plan also includes 1GB of high speed data per line which after depletion, data can still be used; however, speeds are reduced to 2G speeds (50 kbps). Further review shows, on July 29, 2016, Ms. [redacted] added the 6GB data feature for $15.00 per month to the line ending in 3421 which makes that line of service eligible to use our Binge On unlimited video streaming feature. Ms. [redacted] has confirmed that T-Mobile has addressed her concerns to her satisfaction and has also notified your office about her experience. Should Ms. [redacted] require additional assistance with her rate plan or features, she may contact us using the number listed below or our Customer Care at 800-937-8997. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

October 18, 2016 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 October 12, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile takes the matter of billing accurately very seriously and we wish to thank Ms. [redacted] for taking the time to bring her concerns to our attention. T-Mobile records confirm that Ms. [redacted] canceled her account on August 29, 2016 when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 25th of one month to the 24th 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 September 24, 2016. As a courtesy to Ms. [redacted], and in an effort to provide her with a truly un-carrier experience, T-Mobile issued a credit to the account in the amount of $84.28 for the pro-rated charges incurred from August 29, 2016 through September 24, 2016. As of the date of this letter, Ms. [redacted]’s account reflects a revised balance of $476.04. This balance includes monthly recurring charges for the period of June 25, 2016 through August 29, 2016 and remaining Equipment Installment Plan (“EIP") charges. 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. T-Mobile records indicate that Ms. [redacted] agreed to an EIP on June 24, 2015 with the purchase of an Apple iPhone 6 16GB handset and accessories. When the account was canceled on August 29, 2016, the remaining EIP balance of $273.76 was accelerated and posted to the final billing statement dated September 25, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Ms. [redacted]’s T-Mobile account is currently over 60 days past due. As an additional courtesy to Ms. [redacted], T-Mobile’s Executive Response Team has placed a hold on the account to prevent collection activity through November 14, 2016. T-Mobile encourages Ms. [redacted] to contact our Customer Care department at 1-800-937-8997 to discuss payment on 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. Liana G[redacted] Executive Response

September 20, 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 September 13, 2016, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that the names listed above are the same person. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on September 6, 2016, and subscribed to our T-Mobile ONE rate plan. This rate plan bills monthly at a rate of $120.00 for the first two lines and $20.00 for each line after. This would have brought Mr. [redacted]’s estimated monthly access charges to $200.00 per month. The international calling feature that Mr. [redacted] references in his correspondence is the Stateside International with Mobile feature and is billed at a rate of $15.00 per month per line. With this feature being added to each of Mr. [redacted]’s six lines, his monthly access charges would have been $290.00 before taxes and fees. However pursuant to a conversation with Mr. [redacted], T-Mobile agreed to place his account on our current promotional rate plan of four lines for $120.00 which includes unlimited talk, text and data with up to 6GB of 4G/LTE speeds. Each additional line after the first four is $20.00 per month. Additionally Mr. [redacted] added our Stateside International with Mobile feature to his line ending in 7302 bringing his estimated monthly access charges to $175.00 per month before applicable taxes. It is important to note that HotSpot speeds remain at the fastest speed until the 6GB threshold is met, at which point speeds may be reduced until the billing cycle restarts. Mr. [redacted]’s statement for his new plan should bill out at an estimated cost of $205.68 including taxes. Please be advised that T-Mobile has placed a hold on Mr. [redacted]’s account so that his services remain active until our system automatically credits the difference for his current balance of $252.85 which represents his previous T-Mobile ONE Rate plan. The hold on Mr. [redacted]’s account is through October 14, 2016, however we suggest that Mr. [redacted] still attempt to make payment to the account for the cost of his current plan. Mr. [redacted] advised our office that he is satisfied with this rate plan and considered this matter resolved. 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. James G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: The device is still not unlocked.I attempted to follow the instructions provided in the email and still have not been successful at unlocking the device.I have left several messages with Ms. Abigail (the young lady that contacted me) with no response.  I also replied to the email so they would know it did not resolve the issue.I would love to be able to say this issue has been resolved but it has not.
Sincerely,
[redacted]

March 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 February 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with our T-Mobile promotion and in trying to reach our Executive Specialist. T-Mobile records confirm that on November 24, 2016, when Mr. [redacted] purchased his iPhone 7s, he purchased them using his self-service on MyT-Mobile.com. Our records indicate that Mr. [redacted] is on a qualifying Simple Choice rate plan and he needed to add unlimited 4G speed data for an additional cost on each of his lines that he wanted to qualify for our 2016 Apple Black Friday offer.
As previously stated, T-Mobile honored Mr. [redacted]’s trade-in credits and on December 13, 2016, T-Mobile applied a trade-in credit of $100.00 to his account for his mobile number ending in [redacted]. On December 14, 2016, T-Mobile applied a trade-in credit of $118.00 to Mr. [redacted]’s account for his mobile number ending in [redacted]. On December 17, 2016, T-Mobile applied a trade-in credit of $58.00 to Mr. [redacted]’s account for his mobile number ending in [redacted].
If Mr. [redacted] would to have qualified for our promotion by adding his unlimited feature on each of these mobile numbers, he would have received promotional Equipment Installment Plan (EIP) bill credits over 24 months to discount the cost of their new device based on the device they trade in. Mr. [redacted] would have received his iPhone 7 for $100.00 on his mobile number ending in [redacted] for his trade-in of an iPhone 6. Mr. [redacted] would receive his iPhone 7 for free on his mobile number ending in [redacted] for his trade-in of a Samsung Galaxy S6. Mr. [redacted] would have received his iPhone 7 for $350.00 on his mobile number ending in [redacted] for his trade-in of an iPhone 5. Please note that the cost of each device does not include taxes.
It is T-Mobile’s position that Mr. [redacted] did not qualify for our 2016 Apple Black Friday offer and we do not have records of a T-Mobile error. It is also important to note that T-Mobile does not have the option of returning Ms. [redacted]’s handsets back to him.
However, in an effort to amicably resolve this matter, on March 9, 2017, T-Mobile applied a courtesy credit of $541.63 to Mr. [redacted]’s remaining EIP balance on his mobile number ending in [redacted]. T-Mobile applied a courtesy credit of $541.63 to Mr. [redacted]’s remaining EIP balance on his mobile number ending in [redacted]. T-Mobile applied a courtesy credit of $299.99 to Mr. [redacted]’s remaining EIP balance on his mobile number ending in [redacted].
Mr. [redacted]’s EIPs for his iPhone 7 on his mobile numbers ending in [redacted] and [redacted] are closed with a zero balance. Mr. [redacted]’s EIP for his iPhone 7 on his mobile number ending in [redacted] remaining balance is $241.64.
In addition, T-Mobile applied a courtesy credit of $116.72 to his account balance for the remaining EIP Apple promotion credits. As of March 9, 2017, Mr. [redacted]’s account balance is $169.01 for his monthly access charges. Mr. [redacted] accepted this as a resolution. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

August 18, 2017August 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 5, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’ concerns within this response. It is important to note that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account.
T-Mobile regrets any billing concerns Ms. [redacted] has in regards to the above-referenced account and we appreciate the opportunity to address her concerns. T-Mobile records indicate that on January 22, 2007, Ms. [redacted] activated her account and is subscribed to the Simple Choice Family Match rate plan at a cost of $100.00 per month plus applicable taxes and fees and includes four voice lines of service. This rate plan provides unlimited minutes, unlimited text messages, and 2GBs of high speed data at up to 4G/LTE speeds depending on device capability. Additional date features may be requested should the customer require one with the use of their smartphone. T-Mobile records confirm that on October 29, 2016, Ms. [redacted] chose to add the Simple Choice 6GB data feature to the line ending in [redacted] which provides high speed data at up to 4G/LTE speeds and 6GBs of Smartphone Hotspot (“SMHS”) for $15.00 per month plus applicable tax. Ms. [redacted] elected to add the Stateside International feature to mobile numbers ending in [redacted] and [redacted] at a cost of $10.00 per month plus applicable tax; and mobile number ending in [redacted] at a cost of $15.00 per month plus applicable tax. Ms. [redacted] chose to add the JUMP! feature to mobile numbers ending in [redacted] and [redacted] at a cost of $12.00 per month plus applicable tax; and Device Protection on mobile number ending in [redacted] at a cost of $7.00 per month plus applicable tax. Additionally, Ms. [redacted] added the Caller Tunes feature and Name ID feature at cost of $5.00 per month plus applicable tax for each feature to mobile number ending in [redacted]. Therefore, Ms. [redacted]’ monthly recurring charges are $191.00 per month plus applicable taxes, fees, and any added charges such as equipment.
T-Mobile records indicate the mobile number ending in [redacted] was activated on November 23, 2007. Our records reflect this mobile number is the line of service with the added data feature as mentioned above at a cost of $15.00 per month. Please be advised that on August 26, 2016, T-Mobile records indicate Ms. [redacted] called in to Customer Care and added the data feature to the account. It is important to note that Ms. [redacted] was granted account access due to verifying the last four numbers of the Billing Responsible Party’s (“BRP”) social security number. Pursuant to T-Mobile policy, any authorized party on the account may add or remove features to the account.
T-Mobile records indicate that on August 27, 2016, Ms. [redacted] activated the mobile numbers ending in [redacted] and [redacted] which are Mobile Internet ("MI") lines with a T-Mobile Third Party Reseller. Records indicate the mobile number ending in [redacted] was never used. Our records indicate both lines of service were cancelled on August 6, 2017.
Nevertheless, upon reviewing the account and in an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile applied an account credit totaling $387.48 which was the cost she has incurred for the aforementioned lines of service and data feature. The account currently reflects a balance of $61.16 which is due on August 27, 2017. Should Ms. [redacted] have any questions or concerns in regard to her account or the information provided, she may contact me at the number listed below. Additionally, as Ms. [redacted] is currently enrolled in the 6GB data feature on mobile number ending in [redacted], if she would like to remove this feature; she may contact Customer Care at 1-800-937-8997 or via www.myT-Mobile.com.
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]’ recent contact with our Customer Care. 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.
Carlos T[redacted]
Executive Response

August 23, 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 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 10, 2017, regarding the above-referenced account.  T-Mobile has confirmed [redacted] and [redacted] are one and the same.  We are pleased to advise that all concerns have been resolve to Ms. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced with the cancellation of her account.  T-Mobile records confirm that Ms. [redacted] canceled her account on June 14, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 10th of one month to the 9th 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 July 9, 2017.   In an effort to resolve Ms. [redacted]’s concerns, our Customer Care team requested that a refund for $109.00 be sent to Ms. [redacted], however the requests were denied as the refund requirements were not met.   Nevertheless, in a further effort to amicably resolve Ms. [redacted]’s concerns, upon speaking with her on August 22, 2017, T-Mobile issued a refund in the amount of $109.00 for the billed charges incurred from June 10, 2017 through July 9, 2017. It is important to note that this refund will be sent via prepaid card and should arrive within ten business days. 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.   Sharon B[redacted] Executive Response

Tell us why here... February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence January 28, 2018, regarding the above-referenced account.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this matter has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided.  As such, Mr. [redacted] is not authorized to transfer a mobile from the account referenced in his letter to your office.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further.  T-Mobile regrets any inconvenience to Mr. [redacted].Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Juan C[redacted]Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I reject any wrongdoing on my part, however I find that this resolution is satisfactory to me.  I ask that the business kindly let me know when to receive the refund card.
Sincerely,
[redacted]

March 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 4, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. 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 retail location. T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on March 3, 2016, and later that day returned his equipment and cancelled his account. Please note that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.). Based upon the above, it is our position that the restocking fee assessed when Mr. [redacted] returned his device on March 3, 2016, is valid. Nevertheless, in an effort to amicably resolve this matter for Mr. [redacted] on March 8, 2016, T-Mobile refunded Mr. [redacted] in the amount of $50.00 to the address provided in his correspondence to your agency. Please note it may take seven to ten business days for Mr. [redacted] to receive his prepaid refund card in the mail. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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 satisfactory to me. Sincerely, [redacted]

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account.
We are pleased to inform you that T-Mobile has contacted Ms. [redacted] and resolved her concerns to her satisfaction. We regret any coverage issues Ms. [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. Please note T-Mobile is always working to improve its coverage, which may vary from location to location and may change without notice.
T-Mobile has verified the address on Ms. [redacted]’s complaint and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. However, as bands of signal are updated, it is possible for older devices, such as Ms. [redacted]’s, to become incompatible with the newest frequencies. In such instances, T-Mobile recommends our customers to upgrade their devices to a newer version to ensure network compatibility. We regret any inconvenience Ms. [redacted] has experienced with our coverage.
Nonetheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on July 24, 2017, T-Mobile has provided with Ms. [redacted] with a new Apple iPhone 6s 16GB device, which is compatible with all of our current bands of frequencies, at no cost. Ms. [redacted] accepted the new device as 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.
Sal O[redacted]
Executive Response

December 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 November 25, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records indicate that Ms. [redacted] activated the account on September 19, 2016, with the mobile numbers ending in [redacted] and the Mobile Internet line of service ending in [redacted]. Review of Ms. [redacted]’s monthly charges confirms that subscribes to our T-Mobile ONE rate plan which provides her with unlimited talk, text, and 4G speed data for $130.00 for the first two lines of service and $25.00 each additional line of service. Additionally Ms. [redacted] subscribes to our T-Mobile ONE Tablet unlimited data plan for $75.00 per month for one line of service. Additionally, the mobile numbers ending in [redacted] each subscribe to JUMP! with Premium Handset Protection (“PHP”) for $12.00 per line each month. Please be advised that Ms. [redacted] receives a $55.00 monthly bill credit for her T-Mobile ONE Tablet plan and $5.00 monthly bill credit for each voice line of service as long as she maintains our optional AutoPay feature. Please note if the AutoPay feature is removed or Ms. [redacted] changes to a different rate plan, she would no longer be eligible for the monthly credits. T-Mobile records indicate that Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Ms. [redacted] has the following EIPs: • LG GPad Tablet financed on September 19, 2016, with 24 monthly installments of $8.30; • Samsung Galaxy Note 5 handset financed on September 19, 2016, with 24 monthly installments of $24.55; • iPhone 6S Plus 16GB financed on September 19, 2016, with 24 monthly installments of $22.48; • iPhone 6S Plus 64GB financed on September 19, 2016, with 24 monthly installments of $25.94; • iPhone 6S Plus 64GB financed handset on September 26, 2016 with 24 monthly installments of $31.25. Ms. [redacted]’s monthly charges for service and the optional features totaled $308.52 after promotional credits and prior to additional usage charges, fees, taxes and surcharges. Please be advised that on September 27, 2016, Ms. [redacted] returned the Samsung Galaxy Note 5 handset and on October 9, 2016, she returned the LG GPad Tablet thus closing the EIPs for the respective equipment. On November 25, 2016, T-Mobile spoke to Ms. [redacted] and as a gesture of goodwill, T-Mobile applied a onetime courtesy credit in the amount $325.30 which brought Ms. [redacted]’s account to a zero balance. In addition T-Mobile offered to change Ms. [redacted] to our now grandfathered Select Choice Family Unlimited Talk Text plus 30MB of data promotional rater plan for $50.00 per month for the first two lines of service and $5.00 per month for additional lines. Additionally the mobile numbers ending in [redacted] and [redacted] each will subscribe to JUMP! With Premium Handset Protection (“PHP”) for $12.00 per month for each line of service and our grandfathered Simple Choice Unlimited Data feature with 5GB of hotspot for $20.00 per each line of service. Furthermore the Mobile Internet line of serve will subscribe to our Simple Choice North America Mobile Internet with 2GB of Data for $20.00 a month. Please be advised that the Mobile Internet line of service qualifies for a $10.00 monthly credit as long as Ms. [redacted] subscribes to a qualifying voice line of service. Ms. [redacted]’s monthly charges for service and the optional features will then total $240.67 after promotional credits and prior to additional usage charges, fees, taxes and surcharges. Ms. [redacted] accepted this as resolution and was advised that the rate plan change would take effect on her following billing cycle commencing on December 20, 2016. Ms. [redacted] was satisfied with the resolution and did not have any additional concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I was NOT told about the required 30 days of being a T-Mobile customer by the sales person.
Sincerely,
[redacted]

December 12, 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 December 7, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] has been designated as an authorized user of the account. We are 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 T-Mobile’s iPhone 7 Trade-In promotional offer. From September 9, 2016, through September 25, 2016, new and existing postpaid customers who traded in their fully paid off iPhone were eligible to obtain a new iPhone 7 for free, via bill credits, when purchased through our Equipment Installment Plan ("EIP") program. Please be advised that, starting September 15, 2016, customers were required to sign up for the T-Mobile ONE rate plan in order to become eligible for this offer. Our records confirm that, on September 15, 2016, Mr. [redacted] ordered an iPhone 7 handset through our EIP program wherein he was required to remit payment the tax on the full retail price. Additionally, at that time, Mr. [redacted] was required to agree to 24 monthly installments in the amount of $27.09. Furthermore, at that time, Mr. [redacted] traded his iPhone 5 handset for a trade-in value offer in the amount of $45.00. Based on our investigation we have confirmed that Mr. [redacted] is ineligible for the above-noted promotional offer, as he did not change his rate plan to T-Mobile ONE. Nevertheless, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on December 8, 2016, T-Mobile offered to apply a credit in the amount of $354.99 toward the EIP remaining balance of the iPhone 7 handset in use on the mobile number ending in 2150 which will reduce the remaining amount owed to $240.82 which will continue to be billed in monthly installments of $27.09 over the next nine billing periods. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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. Brandon M[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]. [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 a letter dated April 11, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile is sorry to hear of Mr. [redacted]’s concerns with his monthly estimated charges. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience.
In reviewing Mr. [redacted]’s concerns and the account, our records confirm that his concerns are with our T-Mobile ONE 4th line free promotion. From September 8, 2016, through December 6, 2016, T-Mobile offered the 4th line for free with T-Mobile ONE. Upon review of the account, T-Mobile records confirm that the account is subscribed to T-Mobile ONE and successfully receiving the monthly promotional bill credit for the 4th line of service. In addition, our records confirm that the account is enrolled in AutoPay. AutoPay is an optional feature that provides our customers with a $5.00 monthly discount per line when enrolled. Customer can subscribe and/or unsubscribed at any time but with the understanding that the $5.00 per line will be removed once unsubscribed.
T-Mobile has reviewed the account and confirmed as mentioned above, that the account is subscribed to T-Mobile ONE and currently receiving a $5.00 AutoPay discount per line of service. Based on this information and considering that the account has four active voice lines, Mr. [redacted] should expect his monthly bill to be $164.00 for his monthly service charges, including a $12.00 per month JUMP! feature under his mobile number ending in [redacted] and a $12.00 per month Premium Handset Protection (“PHP”) feature under his mobile number ending in 4092 before applicable taxes and fees. It is important to note that Ms. [redacted] is financing equipment and accessories with our Equipment Installment Plan (“EI”) program and is currently making monthly payments totaling $123.89.
As such; Mr. [redacted] should expect his monthly bill to be roughly $310.00 to $315.00 per month.
In regards to Mr. [redacted]’s concerns with their billing statement dated March 15, 2017, it is important to note that the billing statement reflected a total of $27.06 in international charges which he confirmed when we spoke with him on April 13, 2017. It is T-Mobile’s position that the account has been billed in accordance to the selected rate plan and features.
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.
Maggie R[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: These said charges that were made onto the bank account was never authorized, by myself or the card holder. I had said up late payment plan, which was set to go for a setup of a new card. Once the date has came, the card that was charged several times and not authorized was charged. I don't believe the information giving in this case from T-mobile prove the validness of these unauthorized charges to the bank account. I also have sent in the other device that was still being charged for it, but then was stated that it was never received and was still getting charged for it. I was then told when I had an issue with spam calls, that I was being charged for a family allowance that wasn't even needed to fix this issue. I'm pretty much being scammed for services I don't need, and charged that I and the card holder never authorized in the first place. 
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the phone received (the On 5) had a large scratch/crack down the screen.  I have since emailed T-Mobile about this.  Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
I have attached my T-mobile account snapshot which clearly displays this number 412-378-1896, I am part of a group plan which in my opinion does not make me an unauthorized user. Though the bill is generated on my friends name Mr. [redacted] but our group account is in good standing. 
 I just want to ask why the universally operable phones were locked when I tried to test them on my T-mobile sim card. Would T-mobile lock the phones if anyone uses his T-mobile sim card to test them. Let me also include my response today to Mr. Guadalupe C[redacted], Senior Specialist, Executive Response. Please let me know your response in this matter. 
 
---
Dear Sir,
 
 In regards to your mail I am attaching the receipt that describes the IMEI number for the devices in question; please let me know if you need any other details. Now coming to the question of me not being an authorized user on this account, I’d like to point out that these phones were purchased as unlocked and they should work on any carrier and any number. Furthermore, I was simply testing the phones in order to check their functioning and working condition with my T-Mobile sim card, after which the phone was locked by your company. There is no way; I’ll use two phones on a given number. It’s not a question of authorized or unauthorized user; I could be a member of group or an individual plan which should not affect the functioning of phone in any way. I’d like to know under what conditions I am an unauthorized user on these phones. 
 I bought universally operable unlocked phones which were locked by T-Mobile that is all there is to this case and I humbly request that these devices be unlocked, which will be an acceptable resolution to me. I deeply appreciate your direction and time in this matter.
Sincerely
[redacted]
-----------Sincerely,[redacted]

March 18, 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 10, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his payment arrangement requests. As stated in our previous correspondence to your office on March 8, 2017, T-Mobile continues to strive 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 to Mr. [redacted].   Please be advised that on March 17, 2017, T-Mobile spoke with Mr. [redacted] and canceled the final mobile number on the account ending in [redacted].   Additionally, in an effort to amicably resolve this matter, T-Mobile will allow Mr. [redacted] the return of his Samsung Galaxy S7 device to our offices within 30 days of this letter and T-Mobile will end the lease without requiring the final lease payments or purchase option price. Furthermore, T-Mobile will follow up on Mr. [redacted]’s final billing statement in order to apply adjustments to the account and make the balance reflect $114.20 for one month of service charges and equipment plus applicable taxes that will be due April 21, 2017. Mr. [redacted] has accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted].     Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response