T-Mobile Usa Inc

September 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 September 8, 2017, regarding the above-referenced account.
T-Mobile regrets any concern that Ms. [redacted] has experienced regarding her recent payments. We appreciate the opportunity to respond to this matter.
Upon review of Ms. [redacted]’s account, T-Mobile records reflect that on July 25, 2017, Ms. [redacted] contacted Customer Care regarding her payment posting concerns. Our records further reflect that Ms. [redacted] reported that payments had been drafted from her financial institution, however they had not posted to her above-referenced T-Mobile account. Accordingly, Customer Care initiated missing payment research requests for further review of payment received from Ms. [redacted]’s financial institution.
Please be advised that missing payment investigations include the cross referencing of payments received from any given financial institution, and the T-Mobile account in which they post. Should payments be located as misapplied, the payment is then transferred from one T-Mobile account, to another.
T-Mobile records reflect that on August 3, 2017, T-Mobile’s Cash Applications Team (“CAT”), the department in which payments are researched, required additional documentation in order to further review Ms. [redacted]’s concerns.
Our records further reflect that on August 4, 2017, T-Mobile’s CAT located a $134.47 payment that had posted an account other than Ms. [redacted]’s above-referenced account. Accordingly, our CAT transferred the payment to Ms. [redacted]’s account. Please note that this payment was originally dated July 3, 2017.
Please be advised that our records confirm that on August 5, 2017, upon review of Ms. [redacted]’s additional documentation, T-Mobile’s CAT department was able to locate a $133.35 payment that was posted to an account other than Ms. [redacted]’s above-referenced account. Accordingly, our CAT transferred the payment to Ms. [redacted]’s account. Please note that this payment was originally dated July 31, 2017.
Further, T-Mobile records confirm that on September 8, 2017, T-Mobile’s CAT located an additional $138.56 payment that had posted to an account other than Ms. [redacted]’s above-referenced account. Accordingly, our CAT transferred the payment to Ms. [redacted]’s account. Please note that this payment was originally dated September 1, 2017.
Upon receipt of Ms. [redacted]’s correspondence from your office, T-Mobile initiated an internal review of Ms. [redacted]’s recent payments. Please be advised that our records reflect that Ms. [redacted]’s above referenced misapplied payments were received as payments made through our Interactive Voice Response (“IVR”) system.
It should be noted that T-Mobile offers a payment service known as AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.
Please be advised that on September 20, 2017, T-Mobile contacted Ms. [redacted] regarding her misapplied payment concerns and offered to further assist by enrolling her account in our AutoPay payment service. Please be advised that Ms. [redacted] respectfully declined this option.
While we understand that Ms. [redacted] has requested information pertaining to the account and information pertaining to that of the account in which her above payments have been posted, at this time T-Mobile respectfully declines to provide Ms. [redacted] with such information. Please know that T-Mobile takes customer privacy and account security seriously and we would like to apologize for any inconvenience created by the misapplied payment concerns that Ms. [redacted] has experienced. T-Mobile will of course fully cooperate with any investigation undertaken by local law enforcement with respect to this issue. If law enforcement requires copies of account records for information not included on the billing statements, please forward a subpoena or court order for the records to [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.
Jason A[redacted]
Executive Response

May 11, 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. Please note Ms. [redacted] is Mr. [redacted]’s mom who has also has been designated as an authorized user of the account.
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 Mr. [redacted]’s recent visit to our sales office.
T-Mobile records confirm that on April 23, 2017, Ms. [redacted] went to a T-Mobile store and was advised that she could not place a JUMP! upgrade handset order because her LG G4 was not working and instead was sold a ZTE at full price without an Equipment Installment Plan (EIP). On April 29, 2017, Ms. [redacted] returned the device and accordingly was charged a $50.00 restocking fee.
Upon speaking with Mr. [redacted], he stated that he had contacted the store to advise that Ms. [redacted] was bringing in the LG G4 to file a claim with the insurance company to be able to perform a JUMP! handset upgrade to a new device. On May 5, 2017, Ms. [redacted] was able to perform the JUMP upgrade from the LG G4 by processing a claim and the remaining EIP for the LG G4 was closed. We regret if Mr. and Ms. [redacted] was provided with any misinformation.
In an effort to amicably resolve this matter, on May 9, 2017, T-Mobile applied a courtesy credit of $50.00 to Mr. [redacted]’s account for his restocking fee. Mr. [redacted] accepted this as a resolution. As of May 9, 2017, Mr. [redacted]’s account reflects a credit balance of $50.00 that will go towards his next billing statement. 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

April 24, 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 a letter dated April 18, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted]an [redacted]. If Ms. [redacted] needs to update the spelling of her first name, she may do so by visiting her local T-Mobile retail store with her government issued ID and request for the account to be updated. We are glad to report to your office that upon speaking with Ms. [redacted] she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile is sorry to hear of Ms. [redacted]’s concerns with our exciting 2016 Samsung/LG Black Friday promotion. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
Customers like Ms. [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who traded-in a qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy S7 Edge, or an LG V20 using the Equipment Installment Plan (“EIP”). This promotion was valid from November 24, 2016, through November 27, 2016.
T-Mobile records confirm that unfortunately, although Ms. [redacted] purchased a new Samsung Galaxy S7 device within the eligible timeframe, she traded-in a Samsung Galaxy S4 which was not an eligible trade-in device for the promotion. As such; Ms. [redacted]’s Samsung Galaxy S7 purchase did not meet the eligibility requirements for the promotion.
Although outside of T-Mobile policy, in an effort to amicably resolve this matter, T-Mobile offered to honor the promotion as if Ms. [redacted] would have traded-in a Samsung Galaxy S5 device which would have made her responsible for only $100.00 for the new Samsung Galaxy S7 device. Records confirmed that the retail price for Ms. [redacted]’s new Samsung Galaxy S7 device was $689.99 from which she has made payments totaling $143.75. T-Mobile agreed to closed the remaining EIP balance for the Samsung Galaxy S7 which reflects an amount of $546.74 and to issue a onetime bill credit to the account in the amount of $43.75 for the difference between the $100.00 Ms. [redacted] will be responsible for and what she has actually paid. We are glad to report that Ms. [redacted] accepted T-Mobile’s offer as full resolution to her concerns. Ms. [redacted]’s account currently reflects a balance in the amount of $405.25 due by April 25, 2017. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
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

June 19, 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 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile was unable to reach Ms. [redacted] and as such, will make every effort to address her concerns within this letter.
T-Mobile regrets any account and equipment concerns Ms. [redacted] has experienced. T-Mobile understands that receiving a higher than expected bill can be frustrating and we appreciate the opportunity to provide the necessary details. T-Mobile records confirm that on November 25, 2015, Ms. [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! ON Demand (“JOD”) program for mobile number ending in [redacted] on her above referenced account. Ms. [redacted] agreed to pay 18-monthly lease payments of $31.00 including tax, as well as a final Purchase option Price (“POP”) should she elect to keep the handset. Should that occur the POP is assessed on the billing statement following the completion of the 18 monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”).
A review of Ms. [redacted]’ account confirms that on May 16, 2017, the POP was assessed to the account in the amount of $191.99 plus the remaining applicable taxes. Ms. [redacted] attempted to perform a handset upgrade and was advised of the POP and was outside of the timeframe to setup the POIP.
In an effort to resolve Ms. [redacted]’ concerns, T-Mobile advised that the POP would be removed from the account in the form of a one-time bill credit on June 16, 2017, in the amount of $191.99 leaving a balance of $88.69.
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 regret any inconvenience to Ms. [redacted] and hope that she accepts our offer as resolution to this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: T-Mobile has not tried to reach at all. I received no voicemail messages and I left my home and work number to contact me. I purchase this phone over a year ago at a T-mobile store in [redacted]. I been giving them the necessary numbers to the purchase phone. My services have been suspended for services I was not able to use while the phone is broken. The amount being ask is incorrect. I've called tmobile customer service regarding issue for over two months and its as yet been resolve. I ask that is case dont be closed until someone actually help me resolve the many issues ive been trying to address for well over two months. I've submitted proof of purchase about this phone several times and for some strange reason its keeps getting lost or they cant record. The same issue is my bill...
 
They can always reach me at the following numbers [redacted]
Sincerely,[redacted]
[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. Sincerely, [redacted]

May 2, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327 Re: [redacted]. [redacted] T-Mobile Account Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 20, 2017 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted]. [redacted] as an authorized user of the account. T-Mobile is pleased to inform you we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction.T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to his final billing statement. T-Mobile records indicate that the last payment remitted to T-Mobile was on February 5, 2017, in the amount of $141.73 resulting in a remaining balance of $567.13. As no further payments were remitted to the account, the February 15, 2017, billing statement totaling $743.44 carried over a past due balance, and had new charges for the billing period of January 15, 2017, through February 14, 2017, which was due by March 7, 2017. Please note that on February 20, 2017, the account was cancelled mid billing cycle. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through March 14, 2017, in the amount of $177.40 for an updated balance of $820.84, which was due on April 7, 2017. As Ms. [redacted]’s account remained in a delinquent status, on April 12, 2017, the account was referred to an outside third party collection agency. Please note that when an account is referred to an outside collection agency it may be assessed a one-time collection fee. Accordingly, Ms. [redacted] was assessed a one-time collection fee in the amount of $205.21, resulting in an updated balance in the mount of $1,026.05. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concern, on April 25, 2017, T-Mobile applied a one-time credit in the amount of $177.40. As a result of the credit, the collection fee was reduced by $44.35 resulting in an updated balance of $804.30. Mr. [redacted] may contact Voice Stream – In House directly at 800-937-8942 for payment options. 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 Customer Care. 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.Carlos T[redacted]Executive Response

July 12, 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 6, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his recent interaction with our online social media team and his recent rate plan change. As with any promotional offer certain requirements must be met and or maintained in order to qualify for a promotional offer. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. Jones is required to maintain his Simple Choice rate plan. So long as Mr. [redacted]’s account keeps the voice lines active, his Mobile Internet line, which he is disputing, is eligible for the free promotion.
On May 21, 2017, when Mr. [redacted]’s rate plan was changed to our T-Mobile ONE Taxes Included rate plan, he lost his eligibility for the 2016 Friends & Family 2 Lines on Us promotional offer. As such, on Mr. [redacted]’s most recent billing statement he was assessed the monthly access fee of $10.00 per mobile internet line.
On June 30, 2017, T-Mobile applied a credit of $10.00 per mobile internet line to Mr. [redacted]’s account to offset the loss of his 2016 Friends & Family 2 Lines on Us offer. Mr. [redacted]’s updated balance is $312.92 for his billing statement dated June 21, 2017.
On July 7, 2017, in a further effort to amicably resolve this matter, T-Mobile has contacted Mr. [redacted]. At the time of our conversation, T-Mobile agreed to change Mr. [redacted]’s rate plan back to his original rate plan, our Simple Choice Match rate plan with 10 GB of data for $120.00 per month for the first four lines of service. Furthermore, T-Mobile agreed to change Mr. [redacted]’s mobile internet rate plans back to our Simple Choice 6 GB rate plan for $35.00 per month.
Lastly, in a further effort to resolve this matter, T-Mobile has agreed to reapply Mr. [redacted]’s 2016 Friends & Family 2 Lines on Us promotional credits. Mr. [redacted]’s monthly bill credits will resume within the next two billing cycles. 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.
Martin G[redacted] Executive Response

September 1, 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 Name: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2017, regarding the above-referenced account. Please note that the account holder of record is [redacted] and [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records indicate that the following Equipment Installment Plans (“EIP") were agreed upon:
• November 18, 2016;
o Apple iPhone7 Plus that included 24 installments of $31.25
• March 18, 2017;
o Samsung Galaxy S7 Edge that included 24 installments of $25.00
Please note that T-Mobile customers are able to make advance payments toward their EIPs to reduce the number of installments owed. T-Mobile records confirm that in the month of August 2017, Mr. [redacted] made payments toward both EIPs noted above that covered the remaining balance in full and no further installments were due on either device.
Mobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirements. T-Mobile records indicate that we received MDU requests for the above devices, however when they were submitted, the account reflected a past due balance, and therefore the requests were denied. T-Mobile regrets any confusion or inconvenience Mr. [redacted] may have experienced.
In order to provide Mr. [redacted] with a truly Un-carrier experience, T-Mobile has made an exception to this requirement and approved both devices to be unlocked for use with non-T-Mobile providers. T-Mobile emailed Mr. [redacted] the instructions for unlocking each device, and he has been provided with the below contact number as well as the email address [redacted]@T-Mobile.com and we ask that he contact me directly if he requires any further assistance with 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.
Liana G[redacted] Executive Response

June 16, 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 10, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] associated to the 2016 LG Tablet Bundle. From June 1, 2016, through June 6, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms. [redacted], who could receive 50% off the LG G Pad or LG G Pad X via rebate when they purchased any new LG V10, LG G4, or LG G5 and a new LG G Pad or LG G Pad X through our 24 month Equipment Installment Plan (“EIP”).   Our records reflect that on June 1, 2017, Ms. [redacted] purchased two LG K7 devices and two LG G Pad’s through EIP. At the time of purchase, she was not required to make a down payment; however, she agreed to pay $149.53, which is for the taxes on the full retail prices of the equipment and two SIM Starter Kits for her two new mobile internet lines of service with mobile numbers ending 4062 and 5851.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $39.00 for all four devices, which appeared on the first bill following the purchase of the equipment.   As Ms. [redacted]’s purchase did not meet the promotion requirements, she was not eligible for the rebate. We apologize for the inconveniences this has caused.   Nevertheless, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has issued a credit in the amount of $479.98 for both of the LG G Pad purchases. The adjustment was applied towards the outstanding EIP balances on the account, closing the EIP as paid in full, and the residual of $52.13 was applied as account credit which will be applied towards her June 10, 2017, billing statement, leaving a balance due of $118.17 for Ms. [redacted]’s July 3, 2017 due date. Please note that on June 14, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction.   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 the address below or 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

July 31, 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 19, 2017, regarding the above-referenced account.    We regret any inconvenience to Ms. [redacted] regarding our device promotions and we appreciate the opportunity to address her concerns.  Please note, T-Mobile contacted Ms. [redacted] and made every effort to resolve her concerns, regrettably, Ms. [redacted] declined our efforts.   As Ms. [redacted] is aware, the 2017Apple iPhone BOGO offer which stipulates that  starting June 2, 2017 for a limited time, eligible customers who purchase a new Apple iPhone device on our Equipment Installment Plan (“EIP”) and activate at least one new voice line on our T-Mobile ONE or eligible Simple Choice with unlimited high-speed data, can get an Apple iPhone SE 16GB device (after $384.00 maximum rebate), an Apple iPhone SE 32GB device (after $400.00 maximum rebate) on us, pay $49.99 for the Apple iPhone SE 64GB device (after $400 maximum rebate) or $99.99 for the Apple iPhone SE 128GB device (after $400 maximum rebate). Please note that customers that are not on an eligible Simple Choice rate plan must migrate to a T-Mobile ONE rate plan or an eligible Simple Choice rate plan with unlimited high-speed data feature to be eligible.    T-Mobile records confirm that on July 14, 2017, Ms. [redacted] took advantage of our EIP program and purchased two Apple iPhone SE 32GB Rose Gold devices for the lines of service with the mobile numbers ending in [redacted] and [redacted]. Each device is priced at $399.99 and Ms. [redacted] remitted a payment of $16.00 as a down payment and agreed to 24 monthly installments of $16.00 for each device. Ms. [redacted] also activated a new line of service the same day.  However, T-Mobile has confirmed that Ms. [redacted]’ current Simple Choice Family Unlimited Talk Text and 2GB of high-speed data rate plan is currently not eligible as it does not include unlimited high-speed data.  We regret any confusion to Ms. [redacted] regarding the stipulation of the afore-mentioned offer.   The Upgrade Support fee is a $20.00 charge that is assessed to each device in any postpaid device upgrade order purchased in Retail/Branded stores or our Customer Care. However, customers can avoid the charge by processing their upgrade online at T-Mobile.com.  The SIM Card Kit is a $25.00 charge for replacing the SIM Card, especially in case of lost or stolen devices since the old SIM Card cannot be retrieved for reuse. Although T-Mobile considers the Upgrade Support fee and the SIM Card Kit charges as valid, on July 18, 2017, in an effort to resolve Ms. [redacted]’ concerns, we applied a credit of $25.00 to compensate her for one SIM Card Kit charge.   We regret Ms. [redacted]’ new devices are not to her satisfaction. It is important to note, at the time of Ms. [redacted]’ device purchases, T-Mobile provided a 14 days return period that allows her to use the devices to see if it meets her needs.  If the service was not acceptable, then Ms. [redacted] can return the devices to the original point of purchase and only pay a restocking fee of up to $75.00 per device depending on the make and model.   In our conversation with Ms. [redacted], we confirmed all the information listed above.  However, we discovered that Ms. [redacted] took it upon herself to sell her new devices through EBay and has in fact already sold one out of the two devices in question.  Although there are no rules and guidelines indicating Ms. [redacted] cannot sell her devices, if she is unable to return the devices to the original point of purchase within the return period, Ms. [redacted] will remain responsible for the EIP balances owed on those devices as per the Terms and Conditions outlined in Ms. [redacted]’ EIP agreement signed at the moment of purchase.  Ms. [redacted] may obtain a copy of her EIP service agreement online at www.t-mobile.com/documents.   In an effort to amicably resolve Ms. [redacted]’ concerns T-Mobile offered the following: For the 2017Apple iPhone BOGO we offered to change Ms. [redacted]’ rate plan to an eligible T-Mobile ONE rate plan or Simple Choice rate plan with unlimited high-speed data and upon the change, T-Mobile will pay off the EIP balance for one of her Apple iPhone SE devices.  However, Ms. [redacted] declined our offer.   As such, we requested Ms. [redacted] to return the device she has not sold yet to the original point of purchase for a full refund.  Although, the $50.00 restocking cannot be waived, T-Mobile offered to apply a credit of $100.00 to compensate for two restocking fees.  Furthermore, T-Mobile also offered to apply a credit of $40.00 to compensate for the two Upgrade Support fess and an additional $25.00 credit for one SIM Card Kit. Regrettably, Ms. [redacted] declined our offers.   Nonetheless, in an additional effort to resolve Ms. [redacted]’ concerns, T-Mobile offered to still apply the credit of $100.00 to compensate for two restocking fees along with the credit of $40.00 to compensate for the two Upgrade Support fess and an additional $25.00 credit for one SIM Card Kit; T-Mobile also offered to credit the remaining EIP balance of $208.23 owed on Ms. [redacted]’ stolen Apple iPhone SE 64GB device and she will remain responsible for the EIP on the new Apple iPhone SE device and keep her current rate plan.  Ms. [redacted] also declined our offer.    It is T-Mobile’s position that the offered made to Ms. [redacted] are fair and go above and beyond the expected compensation.  Should Ms. [redacted] wish to take advantage of either of our offers, as long as the stipulations are met, she may contact me directly at the number listed below by or before August 4, 2017. 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.   Sal O[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.
Thank you very much.
Sincerely, [redacted]

June 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 June 7, 2017, regarding the above-referenced account.
T-Mobile regrets any equipment and promotion concerns Ms. [redacted] experienced. The Carrier Freedom promotion offered by T-Mobile reimburses consumers for early termination fees and equipment fees for up to twelve lines of service. To be eligible for this offer, consumers must activate a T-Mobile One postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. However, starting May 31, 2017, Verizon customers who port over to T-Mobile as part of Carrier Freedom can now do so while being able to keep their own device and still qualify for the equipment charge reimbursement.
Ms. [redacted] activated her account with T-Mobile on June 3, 2017, via porting over mobile number ending in 1408. Due to this line previously receiving a rebate in 2014 with T-Mobile the promotion was denied.
Upon speaking with Ms. [redacted] on June 9, 2017, in an effort to reach an amicable resolution, T-Mobile honored the promotion. Ms. [redacted] was reimbursed via a prepaid rebate card in the amount of $797.28. As of the date of this letter the account currently reflects a zero balance.
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.
Jessica G[redacted]
Executive Response

June 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile 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 17, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is the business [redacted]., and that [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] has experienced with his coverage. It is important to note that there are many factors that can affect service quality and availability, and as such, T-Mobile is unable to guarantee coverage in all areas. T-Mobile previously reviewed the Personal Coverage Check tool for Mr. [redacted] area; T-Mobile shows that he should expect satisfactory 4G LTE coverage at his home address.
It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding coverage prior to February 1, 2017. At that time, we engaged our engineering team to review Mr. [redacted]’ address. Based on our engineering findings, it was confirmed that service in the area is fair. Please note that we are currently working on upgrading one of the sites in this area to improve coverage; however, this is a process that may take up to six months to complete. In an effort to provide Mr. [redacted] with better voice and data connections while at home, T-Mobile provided him with a LTE 4G CellSpot. Please note that CellSpot are T-Mobile owned devices and should be returned to T-Mobile upon cancelation of service, as to avoid a non-return fee.
Additionally, on February 1, 2017, T-Mobile issued a one-time courtesy credit of $150.00 for any inconvenience regarding coverage to the account. The account was left with a remaining balance of $80.00, which was paid in full by Mr. [redacted]. At that time, Mr. [redacted] was advised that the account is on a month-to-month agreement with no contractual obligation, which means, if Mr. [redacted] is not satisfied with the service he is receiving from T-Mobile, he is free to pursue another provider that might better suit his needs. Of course, if Mr. [redacted] does not wish to cancel his T-Mobile service, he is not obligated to do so. However, should Mr. [redacted] continue to experience service concerns, no further credits would be issued for coverage concerns as the service is working as expected.
T-Mobile reviewed the billing statements dated from March 7, 2017, through June 6, 2017, and over the course of those four months, Mr. [redacted] used a total of 4,517 minutes with calls as long as 120 minutes, sent and received a total of 2,059 text messages and used a total of 71.58 GBs of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider all charges billed to the account valid and owed.
On June 19, 2017, T-Mobile spoke to Mr. [redacted] and advised of the above. As an additional courtesy to Mr. [redacted], T-Mobile issue one-time credit in the amount of $200.00 updating his account balance to $314.35. Again, Mr. [redacted] was advised that if he elected to continue with his T-Mobile service that no additional credits would be applied as his coverage concern have been addressed.
Mr. [redacted] then entered into a JUMP! On Demand (JOD) lease for an iPhone 7 Plus 128GB handset for his mobile number ending in 5500. JOD is a lease, not purchasing option. Mr. [redacted] made payment in the amount of $162.42 for the capital cost reduction and applicable taxes based upon his credit and choice of device. Please be advised that Mr. [redacted] agreed to 18 monthly lease payments in the amount of $28.00 plus taxes with the option to purchase after 18 months for one payment of $216.00 plus tax.
It is important to note that T-Mobile advised Mr. [redacted] that if he was not satisfied with his coverage or if the handset does not meet his needs, he has a 20 day return period in which he would be able to return the handset to the original point of sale for a refund or exchange and, if requested, cancelation of the service and the applicable JOD lease entered into at the time of the original purchase. Mr. [redacted] accepted this as a full 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]
Date Sent: 4/9/2017 8:04:21 PMComplaint: [redacted]I am rejecting this response because: I was last contacted by Christopher L[redacted] fro T-Mobile on 3/16In response to that EMAIL I sent the following:Changing to a postpaid account is fine. I keep my credit locked for security purposes but if required can unlock if you let me know what credit bureau you use.  Will this change any other terms of the account? Price, minutes, rollover etc ? Is there also a way that I can have access to the account via web site? Again the issue is that all ways to confirm seem to be through the telephone number (text) to the SIM.Sincerely,[redacted]This was sent 3/17/2017 @ 7:56 AMI HAVE HAD NO RESPONSE FROM T-MOBILE SINCE

September 6, 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 August 30, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any inconvenience to Mr. [redacted] regarding his experience with our retail stores. Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. Rest assured, Mr. [redacted]’s feedback has been provided to the appropriate channels for implementation. Our records indicate on June 23, 2016, Mr. [redacted] activated two voice lines of service, ported his mobile numbers from his previous carrier and enrolled in Simple Choice Family Match Unlimited Talk and Text with 10GB of data per line of service at $100.00 per month. In addition, Mr. [redacted] activated two Mobile Internet lines of service and both were enrolled in our Mobile Internet On Demand Only plan at $10.00 per month per line of service. Furthermore, Mr. [redacted] took advantage of our JUMP! On Demand leasing program and leased an Apple iPad Air 2 tablet. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. JUMP! On Demand customers are responsible for and agree at the time of the lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. Regrettably, on June 24, 2016, Mr. [redacted] cancelled his two voice lines of service and ported out his mobile numbers to his previous carrier, however the Mobile Internet lines of service remained active. As such, Mr. [redacted]’s account generated a balance of $130.97 for the first month of service and was due on July 16, 2016. However, on July 2, 2016, Mr. [redacted] contacted our Customer Care and requested to cancel the remaining lines of service which cause the lease on the Apple iPad Air 2 tablet to accelerate and was charged the full equipment charge of $567.09. In addition, at the time of cancellation a credit was issued for monthly access charges in the amount of $114.88 for the billing period from July 3, 2016, to July 23, 2016. Further review shows on July 25. 2016, T-Mobile’s Customer Care applied a credit of $130.97 as there was no usage on Mr. [redacted]’s account. Also, on August 31, 2016, T-Mobile located Mr. [redacted]’s Apple iPad Air 2 and applied the credit of $567.09 to bring his account a credit balance of $114.88. Please note, Mr. [redacted] did not make payment toward the above-referenced account and therefore T-Mobile will not be providing a refund. The credit balance is a result of additional credits issued. Mr. [redacted]’s account remains cancelled. 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

August 29, 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 August 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets that Ms. [redacted] has additional concern regarding the matter and we welcome the opportunity to respond. As shared in our previous correspondence, Ms. [redacted] was not subscribed to the correct insurance feature, and, as such, when she attempted to file a claim, the insurance company declined her request. Additionally, had Ms. [redacted] had the correct insurance feature, there would have been a $175.00 deductible to initiate the claim.
T-Mobile records reflect that on July 18, 2017, Ms. [redacted] purchased an Apple iPhone 7 on our Equipment Installment Plan (“EIP”) at a total cost of $649.99. Please be advised that in an effort to amicably resolve the matter, on August 26, 2017, T-Mobile issued a $474.99 credit to Ms. [redacted]’ EIP balance. As a result of this credit, the total cost for Ms. [redacted]’ new handset was $175.00, which is equivalent to the deductible she would have paid had she subscribed to the correct insurance feature. Should Ms. [redacted] seek to add insurance to this device, she may contact me at the number below to do so.
Finally, 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 contacts with our office regarding the 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.
David T[redacted]
Executive Response

May 12, 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 May 4, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his JUMP! 2 handset upgrades. T-Mobile records indicate that on July 5, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G4 Metallic Gray handset. At the time of Mr. [redacted] purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $24.99. T-Mobile records indicate that on September 2, 2015, Mr. [redacted] took advantage of our EIP offering with the purchase of a Samsung Galaxy S6 Edge Plus Gold handset with 32GB of memory. At the time of Mr. [redacted] purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.49. It is important to note the JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period. T-Mobile records indicate that Mr. [redacted] is enrolled in T-Mobile’s JUMP! 2 program. Therefore, Mr. [redacted] is required to have one-half of the original retail price of his device paid in order to process a JUMP! upgrade to another handset. Please note that this information is provided to our customers at the time of purchase. Records confirm that Mr. [redacted] had a remaining EIP balance of $349.86 on the LG G4 handset. As the full retail price was $599.76, Mr. [redacted] was required to pay $49.98, in order to process a JUMP! upgrade. Additionally, Mr. [redacted] has a remaining EIP balance of $519.99, on the Samsung Galaxy S6 Edge Plus handset. As the full retail price was $779.99, Mr. [redacted] was required to pay $130.00, in order to process a JUMP! upgrade to another handset. In an effort to amicably resolve the matter, on May 9, 2016, T-Mobile applied a courtesy credit of $50.00 to Mr. [redacted] LG G4 remaining EIP balance, qualifying the JUMP! upgrade on that handset. Additionally, T-Mobile applied a courtesy credit of $50.00 to Mr. [redacted] Samsung Galaxy S6 Edge Plus handset. Therefore, Mr. [redacted] would be required to pay $80.00 in order to utilize the JUMP! 2 upgrade program. Please note that Mr. [redacted] is responsible for any taxes due at the time of his new JUMP! 2 upgrade purchase. 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

Complaint: [redacted]
I am rejecting this response because: To Whom it may concern:   When I signed up for T-Mobile in May I was told by an associate in store, as well as an customer service representative I had multiple towers near my area. I was reassured by more then one associate that I would have excellent service. When I arrived in my new location and called customer service…. Again, A different agent informed me that I did not have any service in the area I was in. I was guaranteed service by two different T-Mobile agents. I worked to resolve this issue to keep service, I went above and beyond to set up a booster and boost the phone itself. Yet, I was lied to by two employees.             When I was initially signing up and changing carriers to T-Mobile I was not made aware of the guidelines with the carrier freedom program. If I had been made aware of this program I would have waited to changed my service (Even though I had NO service what-so-ever.) I was lead to believe that by switching carriers T-Mobile would follow through with their promise to pay. As both a business owner and a pre-law student I had needed excellent service. I talked to associates in store and online about the service in my location and did not have the option and was not made aware of the option where I could check “coverage”. I blindly took the word of your representatives, trusting that T-Mobile was going to treat their customer with respect and truth.             After going through months of customer service challenges I finally got my refund for what I spent in store. T-Mobile pushed this refund for months, using a different excuse each time I spoke with them. When I signed up with T-Mobile I had to trade in my device to get a new T-Mobile device. When I was going through many different service problems I had to send my phone BACK to T-Mobile leaving me with no device at all. I told part of the refund I was receiving was because I had to go to a totally different carrier and get a brand new phone because both my original phone and T-Mobile’s phone were sent back to T-Mobile. This had nothing to do with my reimbursement from switching carriers. I did not have the option of going back to my previous carrier and because I had to give T-Mobile the old phone I have a 400$ device charge as well as 200$ in cancellations. Again, I would have never traded my phone in and I would have waited longer if the company was truthful with their policies.             I am now in debt 628$ after doing everything the company has asked me to do regarding keeping service AND going above and beyond to try and keep their service. Based on this information, the company was untruthful and did not disclose the proper information at the time of service leaving me with no options.    [redacted] M [redacted] 
Sincerely,
[redacted]

December 19, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 14, 2016 regarding the above-referenced account. 
 
T-Mobile regrets to hear that Ms. [redacted] has concerns regarding the account.  Upon speaking with Ms. [redacted] she confirmed that any concerns she had regarding charges for financed equipment have been successfully resolved.  Additionally, on December 16, 2016, T-Mobile issued a bill credit to the account for $100.00 as a gesture of goodwill.  The account remains open with a balance of $139.12.  We regret any inconvenience to Ms. [redacted].
 
In respect to the $50.00 delinquency on Ms. [redacted]’s credit file that she references in her correspondence, please note that this is in regard to T-Mobile account [redacted] and not Ms. [redacted]’s current account which is referenced above.  T-Mobile records reflect that this account was opened on June 16, 2011, at which time Ms. [redacted] agreed to a twenty-four month contract which stipulated an early termination fee of up to $200.00 should she cancel her service prior to June 16, 2013.  On January 26, 2010, the service was cancelled when Ms. [redacted]’s mobile number was ported to another wireless carrier at her request.  As such, when the final billing statement was issued on February 11, 2010, an early termination fee of $50.00 was applied to the account.  After unsuccessful attempts to collect on the account, the account was referred to a third party collection agency.  While T-Mobile would not report any delinquency to any credit reporting agency, the collection agency may.  Nonetheless, in an effort to amicably resolve the matter, on December 16, 2016, T-Mobile issued a credit to the account for $50.00.  Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information that may have been reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. 
 
Based upon 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