T-Mobile Usa Inc

August 5, 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 25, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the balance on the account and the payment arrangement that was set up with her account.  Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history.  Additionally, if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third party collection agency.       T-Mobile records confirm that Ms. [redacted]’s billing cycle ran from the 3rd of the month to the 2nd of the following month, with payment due on the 23rd.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.   A review of the account confirms that Ms. [redacted]’s payment that was due on June 23, 2017 was not received on time.  T-Mobile provided Ms. [redacted] with text and a billing notification providing the payment due date.  As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Ms. [redacted] made a payment arrangement on July 1, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.     T-Mobile records indicate that on July 1, 2017, a payment arrangement was made with Ms. [redacted] with regard to her outstanding balance of $307.44.  Please note that our records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $62.00 on July 8, 2017, and $245.44 on July 22, 2017.    Ms. [redacted]’s billing statement dated July 3, 2017, reflected a total balance owed in the amount of $549.96.  This balance consisted of a past due balance of $307.44, current charges for services from July 3, 2017 through August 2, 2017, and a $20.00 plus tax restore from suspension fee per line.    Please be advised that our records confirm that on July 8, 2017, Ms. [redacted] remitted a payment in the amount of $62.00 reducing the balance owed down to $487.96.  On July 19, 2017, Ms. [redacted] contacted T-Mobile to dispute agreed upon payment arrangement and to inform that she was unable to make the agreed upon payment.  As such, T-Mobile canceled the future dated payment that was agreed upon by Ms. [redacted].  It is important to note that once the customer agrees to a payment arrangement, the payment arrangement cannot be changed.    As no payment was received the agreed upon date, on July 24, 2017, T-Mobile suspended the account’s ability to place outbound calls.  When Ms. [redacted] made a payment in the amount of $169.00 on July 25, 2017, the balance was reduced to $318.96 and the account was then reactivated.  The account was assessed a $20.00 restore from suspension fee per line of service.   It is important to note that as Ms. [redacted] has already been billed for her current billing cycle, restore fees were scheduled to appear on Ms. [redacted]’s next billing statement due on August 23, 2017.    Please be advised that customers are eligible to have one set of restore fees waived for the lifetime of the account.  T-Mobile records reflect that Ms. [redacted] has had restore fees waived on January 9, 2017, as such it is T-Mobile’s position that Ms. [redacted] has been billed accordingly.    T-Mobile records indicate that on July 27, 2017, Ms. [redacted] made a payment arrangement via the T-Mobile website with regard to her outstanding balance of $318.96.  T-Mobile records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $100.00 on July 28, 2017, and $218.96 on August 11, 2017.   Please note that our records confirm that Ms. [redacted] remitted a payment in the amount of $100.00 on July 29, 2017, reducing the account balance down to $218.96.   Upon speaking with Ms. [redacted] on July 30, 2017, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to apply a $100.00 credit to her account to reduce her current balance down to $118.96.  Additionally, T-Mobile has offered to waive the restore fees that are scheduled to appear on Ms. [redacted]’s next billing statement.  Please be advised that Ms. [redacted] has accepter our offer.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Juan B[redacted] Executive Response

October 19, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 10, 2015, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his handset trade-in credit. T-Mobile records indicate that on September 21, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus 128GB Gold handset. At the time of Mr. [redacted]’s purchase, he was required to make a down payment of $199.99 which was billed to his account as a courtesy and appeared on the September 29, 2015, billing statement. Additionally Mr. [redacted] agreed to pay $78.37, which is for the taxes on the full retail price and was also billed to the above mentioned billing statement. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.25, which will appear on the first billing statement following the purchase of the device, on October 29, 2015. The EIP with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cycles. T-Mobile records confirm Mr. [redacted]’s Apple iPhone 6 Plus 128GB handset was received at the warehouse. On October 9, 2015, the trade-in credit of $665.00 was approved to be applied to Mr. [redacted]’s T-Mobile account. It is important to note that the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Mr. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. In an effort to amicably resolve the matter, T-Mobile applied an immediate courtesy credit of $665.00 to Mr. [redacted]’s account. As Mr. [redacted] had a current balance of $611.84, which included $179.48 for the billing cycle charges from September 29, 2015 through October 28, 2015, Mr. [redacted]’s down payment of $199.99 plus the applicable taxes of $78.37 for the new handset purchase and $154.00 for the accelerated EIP balance for Mr. [redacted]’s Sony Xperia Z3 black handset, Mr. [redacted]’s account was left with a credit balance of $53.16. Additionally, at Mr. [redacted]’s request T-Mobile closed the remaining EIP balance of $97.50 and accelerated its balance to the account, which will increase the amount owed on the account to $44.34 due on October 21, 2015. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

December 26, 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 c[redacted]pondence dated December 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to his participation in T-Mobile’s Un-carrier LG V20 Launch offer. From October 17, 2016, through October 27, 2016, T-Mobile partnered with LG to offer customers who purchased an LG V20, and traded in a smartphone, a $200.00 rebate and a pair of Bang & Olufsen Beo Play H3 headphones. T-Mobile records confirm that on October 24, 2016, Mr. [redacted] purchased an LG V20 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets by paying a down payment and agreeing to 24 equal monthly installments for the difference. Records reflect that Mr. [redacted] paid a down payment in the amount of $49.99 and agreed to 24 monthly installments in the amount of $30.00. Please be advised that on October 24, 2016, Mr. [redacted] also submitted his rebate form via the online process which was approved on that same date. Regrettably, due to an inadvertent error Mr. [redacted]’s rebate was not processed accurately and was not mailed. Please note that on December 20, 2016, Mr. [redacted] contacted T-Mobile to report the issue we escalated Mr. [redacted]’s concern to LG. Per our conversation on December 22, 2016, with Mr. [redacted], he confirmed that he had received the rebate via e-check from LG on December 21, 2016. In addition, on December 22, 2016, T-Mobile applied an additional $100.00 onetime courtesy credit to Mr. [redacted]’s account leaving credit balance of $100.00. 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. Oscar T[redacted] Executive Response

February 7, 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 January 29, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets Mr. [redacted]s concerns regarding receiving a rebate. At the time of activation Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one Samsung Galaxy S7 Edge Silver handset with 32GB of memory and one Samsung Galaxy S7 Edge Gold handset. At the time of Mr. [redacted]’s purchase, he was not required to remit a down payment. Mr. [redacted] then agreed to a series of 24-monthly installments in the amount of $30.00. As part of Samsung’s BOGO offer, Mr. [redacted] was required to purchase two Samsung Galaxy S7 or S7 Edge handsets on EIP, and submit proof of purchase on the web site www.T-Mobile.com/promotions using the promo code GS7BOGO within 30-days of purchasing the second device. Once the documentation was received and Samsung validated the proof of purchase; within eight weeks, Samsung would then mail Mr. [redacted] a prepaid rebate card for the purchase price of one handset, minus any required taxes. T-Mobile records confirm that the last date to redeem this code was on April 17, 2016. T-Mobile records confirm that Mr. [redacted]’s proof of purchase was not received within the specified timeframe. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed to do so during Mr. [redacted]’s contact with our retail location. In an effort to amicably resolve the matter, on February 2, 2017, T-Mobile issued a refund in the amount of $ 979.99 to his billing address on file. Mr. [redacted] can expect receipt of the refund within ten business days from the date of processing. 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

April 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 April 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his concerns surrounding our Limited Warranty exchange program and his handset concerns.
By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile will supply customers with a like-new or new handset depending on availability of the customer’s handset. It is very important to note that handsets which are reconditioned through T-Mobile as part of our like-new replacements, are built using only the highest of quality parts, and are tested extensively for functionality. Should Mr. [redacted] not be satisfied with T-Mobile’s Limited Warranty program, he is under no obligation to exchange the equipment with T-Mobile. Mr. [redacted] may contact Apple, the manufacture of his handset, for further replacement or repair options.
Presently, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within 15 miles of the customers billing address. T-Mobile requires customers to obtain their replacement handsets from a T-Mobile retail store to avoid concerns with a non-return fee or an out of warranty fee which can be several hundreds of dollars if found applicable.
As such, should Mr. [redacted] require a replacement under our Limited Warranty exchange program, he may do so by contacting Customer Care at 800-937-8997 and will be required to obtain his replacement handset which will potentially be a like-new handset, from a T-Mobile retail store. If Mr. [redacted] is not satisfied if the options provided to him by T-Mobile, he may contact Apple directly for further replacement options. 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.
Martin G[redacted] Executive Response

June 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding Mr. [redacted] experienced when our offices contacted him to address his concerns. T-Mobile is always working to improve its coverage, and we are sorry to hear of the issues Mr. [redacted] experienced with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that you should expect Satisfactory 4 GLTE coverage. Please be advised that T-Mobile has engaged our engineering team to investigate Mr. [redacted]’s concerns and no issues were found. However; it is important to note that T-Mobile records confirm that Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] are using a non-T-Mobile branded Lab126 SD4930UR (Amazon Fire phone) device which is not a T-Mobile branded device. It should be noted that while an unlocked Lab126 SD4930UR from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. While we do regret any issues Mr. [redacted] may have experienced, it does appear that he has been able to utilize your service. Mr. [redacted]’s rate plan and features provide unlimited calling, texting and data access (with the first 6 GB provided at high speeds). In looking at Mr. [redacted]’s account from May 2, 2016, through June 1, 2016, an average of 768 minutes was used with calls as long as 61 minutes. In addition multiple text messages were sent and received and an average of 997.13 megabytes of data was consumed. Given this usage, we consider charges for service to be valid. Nonetheless, in an effort to amicably resolve this matter, on June 17, 2016, T-Mobile issued a one-time bill credit to Mr. [redacted]’s account in the amount of $50.00 honoring his request under his correspondence to your office dated June 1, 2016. Mr. [redacted]’s account currently reflects a balance in the amount of $95.59 due by June 22, 2016. 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. Maggie R[redacted] Executive Response

I have filed a complaint before and the "executive rep" didn't call(never in the office) and emailed me back late. My account was cancelled November 1,2017 and I didn't know why so I called and they restored my line [redacted]. When I started service I wanted the ZTE watch but the store didn't have it and they said it would be shipped. The promotion going on then was $0 down but I was charged $167 and I called customer service over and over and nothing was done. I then wanted to add a line and upgrade my sons phone but customer service told me I would have to go in. When I went to the store I added the line but later on I was told I had a watch and 2 other lines. I cancelled them and customer service was suppose to put me back on the EIP. Since my account was cancelled it billed me for the devices in full. I've been waiting on a call for 2 months now. I got a message today saying my service was going to be cut off and I'm confused to why. This is the exact reason I left T-Mobile years ago. As far as the watch, I talked to a manager in the store and she said I would get a credit each month to refund that and I haven't seen it yet. I've also asked not to be asked for "the last four of my social" because the person that would have access to my account knows that. When they ask I write down the name and time and it's been well over 30 times. The last "executive rep" said he listened to a call and they didn't ask for the last four of my social but he only listened to one call.I want my money for the watch and all other charges dropped(late fees and EIP). I want the account fixed to where I don't owe anything becuase this doesn't make sense that I have to do this again. I want to be able to upgrade to a device WITHOUT paying most of the phone upfront.

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]

June 3, 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 25, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her monthly cost. T-Mobile records confirm that on January 9, 2016, Ms. [redacted] activated mobile numbers ending in [redacted] and [redacted] on the $140.00 Simple Choice Family Match Unlimited Talk, Text and Data rate plan with the $12.00 Premium Handset Protection feature for each number. Ms. [redacted] also activated mobile numbers ending in [redacted] and [redacted] on the $20.00 Mobile Internet 2GB rate plan with the $12.00 Premium Handset Protection feature for each number. Further records confirm that at the time of activation Ms. [redacted] leased a Samsung Galaxy S6 32GB Edge for each of her mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] agreed to the terms of the lease wherein she agreed to pay for the equipment in 18 monthly lease payments of $28.50 each. Furthermore, on January 9, 2016, Ms. [redacted] purchased two Samsung Galaxy S6 screen protectors, two wireless charging pads and two Galaxy S6 cases. Ms. [redacted] elected to finance the accessories through the Equipment Installment Plan (“EIP”) wherein she agreed to pay for the cost of the equipment totaling $205.94 in 23 monthly installments of $8.62 and one final installment of $7.68. Additionally, on January 10, 2016, Ms. [redacted] purchased two Samsung Galaxy Tab A devices. Ms. [redacted] elected to finance the cost of the two tablets totaling $639.98 through EIP, wherein she agreed to pay 23 monthly installments of $26.68 and one final installment of $26.34. Ms. [redacted] also purchased two cases for the above tablets and financed the cost of the accessories totaling $99.98 through EIP wherein she agreed to 23 monthly instalments of $4.18 and one final installment of $3.84. Therefore, based on the above, Ms. [redacted] initial monthly cost, before taxes and discounts was $324.48. We apologize if Ms. [redacted] was advised her monthly cost would be lower. Further records confirm that effective March 19, 2016, Ms. [redacted] rate plan for mobile numbers ending in [redacted] and [redacted] was changed to the $120.00 Promotional Family Match Unlimited Talk, Text and Data rate plan and the Premium Handset Protection features were removed from these two numbers. Furthermore, effective April 19, 2016, the rate plan for mobile numbers ending in [redacted] and [redacted] were changed to the $10.00 Mobile Internet On Demand rate plan and the Premium Handset Protection features were removed. This reduced Ms. [redacted] monthly cost to $236.48 before tax. Please note that when Ms. [redacted] initially activated service, she qualified for the monthly Advantage Discount of 15% which is provided to employees for the [redacted]. However, effective March 25, 2016, the Business Family Discount was applied to Ms. [redacted] account, which provides her with a $40.00 discount to her base rate plan cost. Therefore, Ms. [redacted] rate plan cost for her numbers ending in [redacted] and [redacted] is reduced to $80.00. Ms. [redacted] is also receiving a monthly discount of $10.00 for each of her Mobile Internet plans for a total discount of $20.00. Therefore, Ms. [redacted] monthly costs are reduced to $176.48 before taxes. In reviewing Ms. [redacted] account our records confirm that her May 19, 2016, billing statement was provided showing an outstanding balance of $188.41, which includes monthly access charges, equipment charges and taxes for services from May 19, 2016, through June 18, 2016. Ms. [redacted] can expect her monthly statements to be around this same cost. As a courtesy to Ms. [redacted], we have rerated her January 2016, through April 2016 billing statements as if she was on her current rate plan during that timeframe. As such, we have applied a credit of $201.00 to her account for the difference between what she was billed and what her current cost is now. This has reduced Ms. [redacted] outstanding balance to a credit balance of $12.59. T-Mobile regrets any concerns Ms. [redacted] experienced with our Carrier Freedom program and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. It is important to note that when a customer trades equipment in at the time of activation, they receive a trade in credit on their account for the equipment. Afterwards, when they apply for reimbursement through www.switch2tmobile.com, the reimbursement amount is based on equipment charges which were assessed to their previous carriers account. Reimbursement is then sent for the difference between the trade in credit received and the final equipment charges from their previous carrier. Our records confirm that Ms. [redacted] traded in two Samsung Galaxy S6 devices and two LG Gpad devices when she activated service with T-Mobile. On January 17, 2016, Ms. [redacted] received a trade in credit for each of the Samsung Galaxy S6 devices totaling $201.00. As such, trade-in credits of $402.00 were applied to her account. Additional records confirm that Ms. [redacted] was to receive a trade in credit of $13.00 for each of the LG Gpad devices. Unfortunately, these credits were not applied to her account. As such, as a courtesy to Ms. [redacted], we applied the trade in credits for the LG Gpad tablets totaling $26.00 to her account reducing her account balance to a credit balance of $38.59. Finally, our records confirm that on January 25, 2016, Ms. [redacted] submitted her application for reimbursement online at www.switch2tmobile.com. Ms. [redacted] final billing statement from her previous carrier shows that she had a final balance of $555.97 for the Samsung Galaxy S6 devices which she traded in for mobile numbers ending in [redacted] and [redacted] and that she was billed a $130.00 early termination fee for each of her numbers ending in [redacted] and [redacted] for a total reimbursement amount of $1.397.94. On February 16, 2016, the difference between the trade in credits of $428.00 and the above total balance in the amount of $969.94 was refunded to Ms. [redacted] with a prepaid debit card mailed to her at her billing address. Based on the above it is T-Mobile’s position that Ms. [redacted] Carrier Freedom reimbursement was correctly processed. T-Mobile respectfully declines any further request for reimbursement. Furthermore, as Ms. [redacted] is outside of the 14 day return period, she is no longer eligible to return her equipment for a refund. Ms. [redacted] may check her current balance online at www.T-Mobile.com. 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. Brian W[redacted] Executive Response

July 21, 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 7, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond to her concerns. 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. T-Mobile records indicate on October 17, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 32GB utilizing JOD. Additionally, on April 16, 2017, Ms. [redacted] traded-in her Samsung Galaxy S7 32 GB and “jumped” to a new Samsung Galaxy S8.
T-Mobile records to not reflect receipt of the Samsung Galaxy S7 32GB to our warehouse. However, in order to resolve this matter amicably on July 8, 2017, T-Mobile closed the JOD for the Samsung Galaxy S7 32GB and also applied a one-time credit of $57.50 which includes the two monthly payments remitted toward the closed JOD. Ms. [redacted]’s account currently reflects a zero balance. 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 844-213-3926 ext. [redacted] 
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

April 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To...

Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017 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 issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will be unable to provide any account specific information but we are happy to address his concerns regarding coverage at the address provided.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect moderate coverage. As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. At this time, T-Mobile has no enhancements planned in this area.
While again, we are unable to speak specifically to the account, as the Un-carrier, T-Mobile has eliminated contracts. While we would regret any customer cancelling their service, if a customer finds that our service does not meet their needs they are free to cancel their service at any time as there is no contractual obligation.
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

December 27, 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 26, 2016 regarding the above-referenced account. 
 
T-Mobile regrets that Ms. ** has concerns regarding our September 2016 iPhone 7 Trade Up offer.   From September 9, 2016 through September 25, 2016, customers who switched to our T-Mobile ONE rate plan and traded in either a fully paid for Apple iPhone 6 or a fully paid for Apple iPhone 6S could receive an Apple iPhone 7 32 GB handset at no cost.  Please be advised that customers participating in this offer would be required to sign a 24 monthly Equipment Installment Plan (“EIP”) agreement and would have received a one-time bill credit for their trade in value and monthly bill credits for the difference over 24 months to equate to the total cost of the device.  Please note that customers could have elected to purchase an Apple iPhone 7 with a higher memory variant or an Apple iPhone 7 Plus, however, they would have been responsible for the cost difference associated with the device selected.
 
T-Mobile records reflect that Ms. ** purchased three Apple iPhone 7 128 GB handsets and an Apple iPhone 7 Plus 128 GB handset on EIP and was charged $509.96 for memory upgrades at that time.  Our records also reflect that Ms. ** purchased an additional Apple iPhone 7 Plus 128 GB handset and paid the full amount for this handset at the time of the transaction which was $869.99.  However, T-Mobile records do not reflect that Ms. ** has traded in any handsets on the account nor has she changed to a qualifying rate plan for the Trade Up offer.  As such, Mr. **’s purchases would not qualify for any promotional credit.  Additionally, as all the handsets purchased were either a Plus model, or a memory variant higher than 32 GB, Ms. ** would have been required to pay the price difference between these handsets and the Apple iPhone 7 32 GB had she qualified for the offer.
 
However, while Ms. ** did not meet the qualifications for this offer, in an effort to amicably resolve the matter, upon speaking to Ms. ** on December 27, 2016, T-Mobile offered to close and credit the EIPs associated with these handsets as well as credit any charges already billed for the EIPs to her T-Mobile account.  We also agreed to issue a refund to Ms. ** in the amount of $889.99 which is the cost of the handset she purchased at full cost of $869.99 and the $20.00 Upgrade Fee.  Thus Ms. **, while not qualified for any promotion, is receiving five handsets valued at $3,989.95 at a cost of $506.96.  It should be noted that Ms. ** did not immediately accept our offer.   Should Ms. ** choose to accept our offer she may contact me at the number below by January 27, 2016.  We regret any inconvenience to Ms. **.
 
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. **’s contacts with our retail location 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

September 20, 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 a letter dated September 12, 2017, from Mr. [redacted] 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 Mr. [redacted] as an authorized user of the account.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location.   T-Mobile records reflect that on March 28, 2017, the account was activated for use with mobile numbers ending in [redacted] and [redacted].  That day, two Samsung Galaxy S7 Edge devices, two screen protectors, two charge stands, and an Otterbox phone case were purchased through our Equipment Installment Plan (“EIP”) program, wherein Ms. [redacted] was required to remit a payment for the taxes on the full retail price of the devices and accessories, and agreed to 24 monthly installments in the amount of $59.61.   At the time of the transaction, two [redacted] Samsung Galaxy S6 devices were traded in which had a value of $81.00 per device applied to the costs to setup service, and the remaining amount of $11.75 was applied to the account as account credit the date of activation.  It is important to note that the trade-in of a device within the retail store is a final transaction.  Pursuant to the agreement signed at the time of the trade-in, Ms. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.”   The account was originally enrolled in the T-Mobile ONE All In rate plan for $110.00 for two lines of service with taxes and fees included.  Additionally, if customers actively enrolled in this plan subscribe to AutoPay, they are eligible for a discount of $5.00 per line per month.  Please note that the account was enrolled in AutoPay on March 28, 2017. 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.  As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided.    T-Mobile records confirm that on August 21, 2017, the account plan changed to the T-Mobile ONE 55+ rate plan at the rate of $70.00 per month for customers 55 and older, with taxes and fees included.  The AutoPay discount also applies to this plan, reducing monthly access charges by $5.00 per line with the active enrollment in AutoPay.   On September 15, 2017, T-Mobile contacted Mr. [redacted], and closed the EIPs for the devices and accessories so that the account is no longer billed for the equipment related charges going forward.  Mr. [redacted] was informed that as a result of the enrollment of the T-Mobile ONE 55+ plan effective August 21, 2017, monthly access charges for the plan including the insurance will be $84.00 on AutoPay, or reduce to $60.00 with AutoPay if he elects to remove the insurance on both lines of service. Mr. [redacted] elected to keep the insurance.  Pursuant to our conversation, Mr. [redacted] considers the matter resolved, and has no further concerns.  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Adrianne F[redacted] Executive Response

October 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 September 27, 2016, regarding the above-referenced account. 
 
We regret to hear that [redacted] is having any complications with their device. T-Mobile records indicate that on September 23, 2015, the [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Stylo.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. 
 
At the time of purchase, they were not required to make a down payment; however, they agreed to pay for the taxes on the full retail price.  The [redacted] then agreed to a series of 24 monthly installments in the amount of $12.09, which appeared on the first bill following the purchase of the device. 
 
By purchasing T-Mobile equipment, [redacted] received a one-year Limited Warranty provided by the manufacturer of their device.  During the Limited Warranty period, [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model which can be new to like new, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
 
On September 16, 2016, a handset replacement was ordered for the [redacted]’s non-working handset, and it was shipped to them on September 17, 2016.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. 
Although, it was disclosed and accepted by the [redacted] to complete the handset exchange and return the defective unit, T-Mobile is willing to allow them to keep the defective device and waive the non-return fee; however we will need to block the International Mobile Equipment Identifier (“IMEI”) from being able to be used.
 
Should the [redacted] prefer to return the like new replacement that was ordered on September 16, 2016, as a one-time courtesy T-Mobile is willing to provide our customer with a brand new replacement device, the LG Stylo2, at no cost. In exchange our customer would be required to return both the defective LG Stylo as well as the like new replacement device ordered on September 16, 2016. However, it is important to note that going forward should our customer’s device need to be replaced through our limited warranty program, as indicated above, a new or like new device will provided in exchange for their non-working device.
 
If the [redacted] would like to take advantage of either of these offers, they may contact me directly in writing at the address listed below. T-Mobile will leave both options open for a period of 30 days from the date of this letter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

June 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 1, 2016, regarding the above-referenced account. T-Mobile regrets any dropped calls Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. As Mr. [redacted] may imagine, there are several factors and other conditions that may interfere with actual service, quality, and availability. Please be advised that upon speaking to Mr. [redacted] on June 3, 2016, at his request, T-Mobile removed the Premium Handset Protection feature from the mobile number ending in [redacted]. On June 3, 2016, in an effort to amicably resolve this matter and as a courtesy to Mr. [redacted], T-Mobile agreed to send Mr. [redacted] a Kyocera DuraForce XD in lieu of him returning his son’s Samsung Galaxy Note 4 to the following address: Executive Response Team ATTN: William B[redacted] 1201 Menaul Blvd NE Albuquerque, NM 87107 Upon receipt of Mr. [redacted]’s Samsung Galaxy Note 4, a credit in the amount of $495.99 will be applied to the account to cover the cost of the Kyocera DuraForce XD and the cost of shipping the device to the above-mentioned address. Furthermore, as an additional courtesy to Mr. [redacted], T-Mobile issued a courtesy credit in the amount of $150.00 to the account. Mr. [redacted]’s account currently reflects a credit balance of $173.28. Should Mr. [redacted] still experience issues with dropped calls, T-Mobile encourages him to contact our Technical Care at 1-800-937-8997. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

December 14, 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 5, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any account and service concerns Ms. [redacted] has experienced. In Ms. [redacted]’s most recent letter to your office she outlined concerns regarding her price plan. As indicated in our previous response to your File Number [redacted], T-Mobile records confirm that Ms. [redacted] subscribes to our T-Mobile One rate plan. T-Mobile ONE is a radical new take on how we access the mobile internet, which, for $130.00 per month, provides unlimited talk, text and high-speed smartphone data. Ms. [redacted] also indicated concerns regarding a recent payment arrangement that was placed on her account. T-Mobile records confirm that a payment arrangement was placed on Ms. [redacted]’s account and was set for December 12, 2016, in the amount of $40.00. Upon speaking with Ms. [redacted] on December 13, 2016, T-Mobile determined that Ms. [redacted] agreed to the above mentioned payment arrangement to avoid service interruption. In an effort to amicably resolve this matter, T-Mobile placed a credit on Ms. [redacted]’s account in the amount of $422.42 resulting in a credit balance of $140.00 on Ms. [redacted]s account. Ms. [redacted]’s account remains active and in good standing. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care department. 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 H[redacted] Executive Response

May 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account.
T-Mobile regrets that we have been unable to respond to Ms. [redacted]’s concerns to her satisfaction. However, after additional review of her account and in appreciation for her continued business, T-Mobile has sent her a new Samsung J7 to the address provided to your office. This handset was sent at no charge and Ms. [redacted] may also keep the Samsung On5 that she has in her possession. Ms. [redacted]’s new Samsung J7 was sent out on May 18, 2017 and will be delivered via UPS within five to seven business days. T-Mobile would suggest that the new SIM card included in the box be activated to replace her existing SIM card. Should Ms. [redacted] need assistance with the activation and set up of her new device, she should contact Customer Care at 800-937-8997 and request to speak with Technical Care. We regret any inconvenience to Ms. [redacted].
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 3, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
                                               
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 1, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we have resolved this matter with Mr. [redacted] to his satisfaction.
 
We regret any inconvenience Mr. [redacted] experienced with his Sony Xperia handset.  On January 20, 2015 Mr. [redacted] purchased a Sony Xperia Z handset which included a one-year Limited Warranty provided by the manufacturer of the device.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. 
 
On September 1, 2015, our office contacted Mr. [redacted] and due to fact that Mr. [redacted] has replaced his handset several times and continues to remain unsatisfied, as a courtesy, T-Mobile has agreed to allow Mr. [redacted] to return the Sony Xperia Z3 handset to our office.  Upon receipt of the device is acceptable working condition along with the charger T-Mobile will apply a credit of $315.00 to the current Equipment Installment Plan (EIP), which will remove this charge completely from his account.  We recommend that Mr. [redacted] send the device via a traceable carrier ([redacted]), request a tracking number when shipping and include his account information in the box to ensure proper credit is given to the correct account.  In order to take advantage of this offer, the package must be post marked by September 30, 2015.  Mr. [redacted] has been advised to send the equipment to:
 
T-Mobile USA, Inc.
Attn: Alberto V.
[redacted]
Albuquerque, NM 87107
 
Mr. [redacted] has accepted this offer as a resolution to his concerns.  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention. 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Mercedes B[redacted]
Executive Response

September 28, 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 15, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Ms. [redacted] may have experienced in regards to her insurance claim.  Customers who enroll in one of the several optional Premium Handset Protection (“PHP”) features offered by T-Mobile receive extended warranty coverage in addition to the ability to file an insurance claim should their device be lost, stolen, or physically damaged.  If a customer wishes to utilize the insurance coverage for any reason, they must contact the insurance provider, Assurant, directly.  It is important to note that if a customer files a claim for physical damage, they are provided a prepaid return label to send the damaged device back to Assurant.  In the event that a damaged device is not received by Assurant within a timely fashion, an insurance non-return fee is assessed by Assurant and billed to the customer via their T-Mobile billing statement.   T-Mobile records indicate that on June 24, 2017, Ms. [redacted] initiated an insurance claim on an Apple iPhone 6S 16GB handset for physical damage.  On September 8, 2017, Assurant reported that the damaged handset was not returned to their warehouse.  As Assurant had not yet received the damaged handset within a timely fashion, a one-time charge in the amount of $317.99 was assessed to Ms. [redacted]’s September 2017 billing statement.  As neither T-Mobile nor Assurant have possession of the handset, it is T-Mobile’s position that the non-return fee is valid.   Nevertheless, T-Mobile has applied a one-time credit in the amount of $317.99 as a courtesy in an effort to amicably resolve Ms. [redacted]’s concerns.  Ms. [redacted]’s account now reflects a credit balance of $317.99.  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.   Anthony M[redacted] Executive Response Tell us why here...

July 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. xxxxxx[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 2, 2016, regarding the above-referenced prepaid number. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her recent payment attempt. Please be advised that T-Mobile utilizes, Vesta, a third-party payment processing provider, for our T-Mobile Pay In Advance account services. Upon completion of our investigation of Ms. [redacted]’ concerns, T-Mobile confirmed that, on July 1, 2016, due to an inadvertent error Ms. [redacted]’ payment card was rejected. Please be advised that T-Mobile has since confirmed with Vesta that Ms. [redacted] is able to refill her prepaid account with her preferred payment card. Additionally, upon speaking to Ms. [redacted], on July 8, 2016, in an effort to amicably resolve the matter, T-Mobile applied a credit in the amount of $25.00 towards Ms. [redacted]’ prepaid account. At that time, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. 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. Brandon M[redacted] Executive Response