T-Mobile Usa Inc

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]

Tell us why here... February 23, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience [redacted] has experienced with their handset.  Mobile Device Unlocks are available to customers who meet our eligibility requirements.  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 provided in the letter to your office.  As such, T-Mobile is unable to determine handset unlock eligibility.  The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further.  T-Mobile regrets any inconvenience to [redacted].Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Juan C[redacted]Executive Response

Complaint: [redacted]I am rejecting this response because:
I have already sent back the package and am still waiting for my money to be returned on my discover card that was charged for the taxes.Attached is the tracking showing the package delivered to tmobile. 
The reply from T-Mobile didn't address the issue of my billing adjustments. How can so many tmobile reps get it wrong? How can I be told it will be 75 multiple times by multiple reps and then get charged over one hundred for one month? When I was only on a 6 GB plan? The other line I canceled right away within one or two days. I paid for that sim card in store for the  activation. I get it I had jump for the month , I'll take that. But it doesn't add
Iup. And no one seems to be able to explain it on T-Mobile side. 
 
I want my billing adjustments to be correct, and credited back to what it's supposed to be. I also would like my account to be updated and show the lines are canceled and the phones have been returned. I would also like my cc to have the 66 refunded.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I had a supervisor call me on 5/26/2017 once again I was told that I was gonna have no doen payment and he was calling to see what had happened. He disnt even know why he was calling me. I guess it was notated that he said I was going to have a down payment. I had two witnesses when this supervisor called me and had the conversation on speaker phone. Once again even a supervisor told me no down payment. So what is it going to be. I made a request of how the situation to be handled but I dont know how its going to end. Yes I understand that now tmobile does require down payments but I was told incorrectly back in April which is not my fault. So id like to know will I have to make a down payment, yes or no and if I do how much am I looking at. 
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

February 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 22, 2017, regarding the above-referenced account.
We regret any further concerns Ms. [redacted] has experienced regarding her account. According to our records, on February 6, 2016, Ms. [redacted] purchased an iPhone 6 handset and a Samsung Galaxy Note Edge handset through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $492.00 and for taxes on the full retail price and agreed to 24 monthly installments in the amount of $25.34.
By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturers of her devices. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
T- Mobile has an Alternate Exchange program which provides customers an alternate option when a handset is no longer available or they have completed multiple handset exchanges. The Alternate Exchange provides a replacement kit that includes the device or handset, back cover, battery, charges, and carries a new 12-month warranty. On January 1, 2017, Ms. [redacted] completed a warranty exchange for her Note Edge handset however, because there were no Note Edge replacement handsets available, Ms. [redacted] was sent a Note 5 as a replacement.
On January 16, 2017, in an effort to resolve the matter T-Mobile sent Ms. [redacted] an iPhone 6S Plus in exchange for her Note 5. Please be advised that as a courtesy, T-Mobile agreed to apply the charges for full retail price of the handset toward Ms. [redacted] billing statement dated February 7, 2017, to be credited in full after her February 2017 billing period had ended. On February 24, 2017, T-Mobile applied this promised credit in the amount of $747.11.
As stated in our previous response dated February 15, 2017, in an effort to resolve the matter and upon speaking to Ms. [redacted], T-Mobile offered to apply a courtesy credit in the amount of $100.00 toward her account which is equivalent to one month of her monthly access charges. Regretfully, Ms. [redacted] declined our offer.
However, our records confirm that Ms. [redacted] contacted T-Mobile Customer Care and accepted our offer at which time a credit in the amount of $100.00 was applied toward her account. Furthermore, Pursuant to our Service Agreement, agreed to at the time of activation by Ms. [redacted]; “If you accept a credit, refund or other compensation or benefit to resolve a disputed bill or Charge, you agree that the issue is fully and finally resolved.” Ms. [redacted] account remains active with a credit balance of $63.22.
T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] contact with our Customer Care. We regret 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

Revdex.com:
 
Complaint #[redacted] resolved. Please close out the complaint.
 
Thanks,
[redacted]

Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: [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...

3, 2016, regardingthe above-referenced account. Please be advised that we have made several attempts to contact Ms.[redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms.[redacted]’s concerns within this letter.T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the T-Mobile account activatedin her name. T-Mobile has completed its investigation of this matter and unfortunately, we have beenunable to substantiate the allegation of fraud. A review of the account indicates that billing statementswere sent to the address Ms. [redacted] supplied in her correspondence to your office. In addition, thecontact number Ms. [redacted] listed on her correspondence was found on the detailed billing records forthe disputed account.In cases where the account holder of record claims they did not activate the account, T-Mobile requiresthat party complete a Collection Dispute Form. Enclosed is a form for Ms. [redacted] to complete andreturn with a photocopy of her driver’s license or other government-issued photo identification and apolice report naming the responsible party. This may be faxed to my attention at 505-998-3796. Uponreceipt, T-Mobile will review this matter further and apprise Ms. [redacted] of our findings. ShouldMs. [redacted] wish to discuss this matter further she may contact me directly at the number listedbelow.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 feelfree to contact me at 877-290-6323 ext. [redacted]Very truly yours,T-MOBILE USA, INC.Diana J[redacted]Executive Response

April 26, 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 17, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her billing charges. T-Mobile records indicate that on December 14, 2014, Ms. [redacted] subscribed to the Family Stateside International with Mobile feature for a monthly charge of $10.00. However, on December 19, 2016, the feature was removed from Ms. [redacted]’s account. As Ms. [redacted] did not have the Family Stateside International with Mobile feature on the account, Ms. [redacted] incurred $542.63 in international charges.
Furthermore, on April 5, 2017, and on April 17, 2017, T-Mobile issued credits totaling $501.91 to Ms. [redacted]’s account for the long distance charges, with exception of the two monthly feature charges that should have been applied on Ms. [redacted]’s account.
Please be advised that as of the date of this letter Ms. [redacted]’s account reflects a balance of $1,178.25, which consist of accelerated equipment installment charges and a past due 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.
Mercedes V[redacted]
Executive Response

April 3, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted]  Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 28, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.T-Mobile regrets any additional concerns that Ms. [redacted] has experienced regarding the Equipment Installment Plan (“EIP”) payments that were drafted from her PayPal account.  As indicated in our response to your office on March 28, 2018, T-Mobile records indicate that as of February 15, 2018, the following payments posted through www.t-mobile.com:• $346.50 towards the remaining EIP of the Apple iPhone 6S 64GB Space gray handset;• $189.46 towards the remaining EIP of the Apple iPhone 6S 64GB Rose Gold handset;• $108.20 towards the remaining EIP of the Apple iPhone 6S 64GB Silver handset; and• $253.30 towards the balance that was due on February 25, 2018.On February 15, 2018, T-Mobile records indicate that Ms. [redacted] contacted T-Mobile to dispute the above-referenced EIP payments that were successfully reflected to the T-Mobile account. During the conversation, T-Mobile reversed the EIP payments reference above.  Regrettably, due to an inadvertent error, the corresponding refunds were not requested to be returned to Ms. [redacted]’s PayPal information, as she had requested.  Please be advised that as of March 1, 2018, the payment in the amount of $253.30 was returned as unpaid.Ms. [redacted]’s correspondence to your office confirms that she was not successfully charged for this amount as it was returned by her financial institution and she was charged an overdraft fee totaling $35.00 per transaction.  From March 30, 2018, through April 2, 2018, T-Mobile made several attempts to contact Ms. [redacted] to advise of our findings and offer refund options for the EIP payments that she was disputing.  Regrettably, T-Mobile was unsuccessful in reaching Ms. [redacted] to provide refund options.  As such, T-Mobile recommends that Ms. [redacted] reach out to our office directly with the information provided below.It is important to note that Ms. [redacted]’s EIP payments remitted on February 15, 2018, totaling $644.16 were returned as unpaid to T-Mobile on March 24, 2018.  Subsequently, reopening the three EIP’s for the above mentioned handsets.  Lastly Ms. [redacted] remitted a payment in the amount of $252.11 on April 3, 2018, which brought the account balance to zero. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-8039.Very truly yours,T-MOBILE USA, INC.Alyssa [redacted] Executive Response

To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 15, 2017, regarding the above-referenced file number.   T-Mobile regrets any concerns Mr. [redacted] may have experienced.  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 Mr. [redacted] is not an authorized user on the account of which he has concerns about. As such, we will not be making further attempts to contact Mr. [redacted] regarding his correspondence to your office.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further.  T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   [redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I have called the collections agency that Tmobile erroneously sent me to and they state they have no record on file of tmobile contacting them to resolve this situation. Just as tmobile assured me on several occasions that they handled the situation in question, here we are again. I have no confidence in tmobile given the situation they have put me through. They say they have resovled situations but take no action to complete the resolution. I am rejecting their response. 
Sincerely,
[redacted]

June 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 13, 2016, regarding the above-referenced account. We regret any concerns Ms. [redacted] experienced with her account and we appreciate the opportunity to review and address her concerns. T-Mobile records indicate that Ms. [redacted] activated the account on March 4, 2014, with the mobile numbers ending [redacted] and [redacted] and she subscribed to our now grandfathered Simple Choice Unlimited Talk Text plus Data rate plan for $80.00 per month for the first two lines of service. Both mobile numbers each subscribed to the following optional services: Simple Choice unlimited data with 5GB of Hotspot for $20.00 per month and, JUMP! With Premium Handset Protection (“PHP”) for $10.00 per month. As such Ms. [redacted]’s monthly charges for service and the optional features totaled $140.00 prior to additional usage charges, equipment installments, fees, taxes and surcharges. T-Mobile records indicate that Ms. [redacted] was approved for a 15% corporate discount for T-Mobile service for being employed with Aetna life insurance. Please note the discount applies for service only and does not apply to insurance charges, equipment installments, fees and applicable taxes. As such Ms. [redacted]’s corporate discount resulted in an $18.00 monthly credit. On May 16, 2014, Ms. [redacted] changed the mobile number ending in [redacted] to the mobile number ending in [redacted]. On September 29, 2014, and September 30, 2014, Ms. [redacted] was sent notifications to provide re-verification of employment. As the appropriate documentation was not received Ms. [redacted] no longer qualified for the Aetna life insurance corporate discount and the 15% discount was removed on November 8, 2014. On March 1, 2015, Ms. [redacted] contacted T-Mobile regarding her corporate discount, and was advised that it was previously removed and that she would need to re-apply. On April 8, 2015, Ms. [redacted]’s request for the corporate discount was declined due to confirming that Ms. [redacted] was not employed by Aetna life insurance, therefore Ms. [redacted] was not eligible to receive a corporate discount. On April 19, 2015, in order to resolve Ms. [redacted]’s concern regarding the discount, Ms. [redacted] was changed to our grandfathered Simple Choice Unlimited Talk Text plus Data promotional rate plan for $100.00 per month for the first two lines of service which included unlimited data with 5GB of Hotspot for at no additional cost. The rate plan change saved Ms. [redacted] $20.00 per month as opposed to the $18.00 she was saving with the corporate discount. On January 31, 2016, Ms. [redacted] activated a new line of service ending in [redacted] which included Unlimited Talk Text plus Data for $40.00 per month and subscribed to our PHP offering for $8.00 per month. In addition Ms. [redacted] participated in our Handset Upgrade Program with the purchase of a Samsung Galaxy S6 Black handset, and Samsung Galaxy Note 5. Ms. [redacted] elected to pay for the above referenced equipment with our Equipment Installment Plan (“EIP”). Ms. [redacted] was not required to make a down payment however she agreed to pay 24 monthly installments in the amount of $41.24 for the handsets. Please note as of March 1, 2016, the monthly rate for JUMP! with PHP increased to $12.00 per month and PHP increased to $10.00 per month. On May 23, 2016, Ms. [redacted] spoke to T-Mobile and was offered to change to our promotional Simple Choice Family Unlimited Talk Text plus 10GB of Data rate plan for $100.00 per month for the first two lines of service and $20.00 each additional line. With the monthly access charges, optional feature charges and equipment installments, Ms. [redacted]’s monthly billing statement totaled $195.44 prior to additional usage charges, equipment installments, fees, taxes and surcharges. On June 22, 2016, T-Mobile spoke to Ms. [redacted] and confirmed that she canceled her service with her previous carrier and is working on resolving her collections concerns with them. Ms. [redacted] confirmed she is still is employed with Farmers Insurance and as such she does not qualify for the previous corporate discount that was provided. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a one-time credit in the amount of $44.65 to Ms. [redacted]’s account bringing her account to a zero balance. Ms. [redacted] was satisfied with her current rate plan offerings and elected not to make any changes. 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

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]

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account. T-Mobile records reflect that the account holder of record is [redacted] and he has named [redacted] as an authorized user.
We regret to hear of any issues that Ms. [redacted] has experienced with our 2016 Friends and Family 2 lines On Us. Please note that 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. & Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the voice lines active, his two newly added lines are eligible for the promotion.
On April 6, 2017, [redacted] was contacted to discuss her experience, and she stated she visited the store on November 20, 2016, at which time she activated two new voice lines of service ending in 8345, [redacted], and one mobile internet line ending in 9126. Upon review of the account, we have found that the two lines of service that were to receive the promotion were future dated instead of being made effective the same day that Ms. [redacted] visited the store location. Unfortunately, this caused the lines of service not receive the promotional monthly bill credits.
Upon speaking to Ms. [redacted], on April 6, 2017, T-Mobile agreed to manually apply the promotional offer on her two voice lines of service ending in [redacted] and [redacted]. In addition, T-Mobile applied a credit to the account in the amount of $50.00, which covered the two add-a-line fees for the lines ending in [redacted] and [redacted] that were billed on the March 20, 2017, billing statement. Ms. [redacted] was advised that now that the promotion has been added, it may take up to two billing cycles for it to reflect on her billing statements. T-Mobile will also manually review Mr. [redacted]’s next two billing statements to ensure that the account receives the appropriate promotional bill credits. Ms. [redacted] confirmed that she is satisfied with this resolution and considers this matter resolved.
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

June 23, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2015, regarding the above-referenced account.  We are pleased to advise that we have successfully contacted Ms. [redacted] and have resolved the matter to her satisfaction. Please be advised that as part of T-Mobile's Un-carrier strategy when establishing new services with T-Mobile, customers are not charged an activation fee.  However, since not all channels or locations can execute fully on the Un-carrier strategy, there are rare instances where customers will be subject to a $35.00 activation fee.  Our records confirm that on June 12, 2015, Ms. [redacted] contacted T-Mobile Telesales Department, at which time she purchased a Samsung Galaxy S3 device and prepaid activation kit. At the time of her purchase, Ms. [redacted] was not assessed an activation fee; however, our records confirm she selected to pay the addition cost of $11.99 to ensure next business day delivery for her new equipment.  Based on the timeframe that Ms. [redacted]’s order was completed in, unfortunately the United Parcel Service (UPS) was unable to ship the device the same day that the order was placed.  As a result, the equipment was not shipped until the next available business day, Monday, June 15, 2015.  Our records further confirm that on June 16, 2015, Ms. [redacted]’s order was successfully delivered by UPS to her residence. In an effort to amicably resolve the matter, on June 19, 2015, T-Mobile activated Ms. [redacted]’s Pay-As-You-Go prepaid account.  Additionally, a courtesy credit in the amount of $66.00 was applied to her 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 Ms. [redacted]’s recent contact with our Telesales Department.  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 the address below or [redacted]Very truly yours,T-MOBILE USA, INC.Emilio S[redacted] Executive Response

Tell us why here...
September 26, 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 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding the disputed Samsung Galaxy S 7 Edge that was added to her account. T-Mobile records indicate on February 5, 2017, a JUMP! On Demand (“JOD”) lease was created on Ms. [redacted]’s account for a Samsung Galaxy S 7 Edge at a local T-Mobile retail store. Unfortunately the JOD lease was created on Ms. [redacted]’s account due to an inadvertent error at our local retail store.
On September 18, 2017, T-Mobile closed the disputed JOD lease for Ms. [redacted] and applied a bill credit of $283.23 which represented the monthly JOD lease fee applied to her account over the course of last several months from the date it was activated. Ms. [redacted]’s account balance was updated to $127.08 which was her remaining monthly recurring charges for her billing statement dated September 7, 2017.
In a further effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $127.08 which effectively updates Ms. [redacted]’s balance to zero. T-Mobile contacted Ms. [redacted] on September 19, 2017 via telephone. At the time of our conversation Ms. [redacted] accepted our offer as a resolution. It is T-Mobile’s position that no further credit or compensation is owed.
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

October 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327 Re: [redacted] T-Mobile account Holder: [redacted] Your File No. [redacted] T-Mobile *ccount No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence d*ted October 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with respect to her Carrier Freedom reimbursement. In order to qualify for the Carrier Freedom reimbursement, Ms. [redacted] needed to submit her final bill from her previous cell phone carrier on our Carrier Freedom reimbursement website, www.Switch2T-Mobile.com. The final bill was to include the Early Termination Fee (“ETF”) charges from Ms. [redacted]’s previous carrier. Our records cannot confirm that Ms. [redacted] submitted this documentation. In an effort to amicably resolve this matter, if Ms. [redacted] can provide T-Mobile her final [redacted] bill with proof of the ETF charge, we will gladly process the verified charge as a bill credit on her T-Mobile bill. Please be advised that she can email me at [redacted] or fax me at 505-998-3796 with the above requested documentation. This offer will expire on November 15, 2016. 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. Cesar [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]
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 17, 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. T-Mobile records confirm that on March 12, 2016, Ms. [redacted] elected to activate the mobile numbers ending in [redacted] and [redacted]. Additionally, on March 12, 2016, Ms. [redacted] changed her price plan to the Simple Choice Family Unlimited Talk, Text and Unlimited Data rate plan that included four lines of service for $150.00 per month plus applicable taxes and fees.
Please be advised that Ms. [redacted]’s account was billed in arrears; as such, the monthly billing statements reflected services provided during the prior month. It is important to note that Ms. [redacted]’s account billing cycle began on the 20th day of the month and ended on the 19th day of the following month.
T-Mobile records confirm that Ms. [redacted] canceled her mobile numbers ending in [redacted], [redacted], and [redacted] on June 10, 2017, when she ported her mobile numbers to another service provider. 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 June 13, 2017.
Please note that the payment of $436.69 made on June 10, 2017, was applied to services used and equipment payoff for the bill cycle of April 20, 2017, through May 19, 2017. The balance of $207.82 consists of charges for monthly services for the bill cycle of May 20, 2017, through June 19, 2017.
T-Mobile records confirm that Ms. [redacted] cancelled the mobile number ending in [redacted] on June 19, 2017. The final billing statement for the bill cycle of June 20, 2017, to July 19, 2017, reflected a balance due of $366.23, which included new charges of $158.41 for monthly service and a past due amount of $207.82.
In order resolve the matter amicably, T-Mobile credited the remaining balance on the account in the amount of $366.23, leaving the account closed with a zero balance.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877844-213-3926 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

April 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 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 18, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised the account holder of record is [redacted]., and that Mr. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding this account. Our records confirm that the above-referenced account was activated on August 17, 2015, and currently has four active lines of service. On August 17, 2015, our JUMP! On Demand (“JOD”) lease program was used to lease an Apple iPhone 6 Plus on the [redacted] line of service, and two Apple iPhone 6 handsets for the [redacted] and [redacted] lines of service. An 18 month lease period was required for these handsets. At the end of the 18 month lease period, the handsets would need to be returned to a T-Mobile retail location in good working order, or a payment would need to be for the respective purchase option price. Please note that the leases for the above-referenced handsets have been closed, as the 18 month lease period has expired.
On September 21, 2015, our JOD lease program was used once again to lease an Apple iPhone 6S Plus handset. On November 3, 2015, a second Apple iPhone 6S plus handset was leased, followed by a third Apple iPhone 6S plus on November 23, 2015. T-Mobile records confirm that on March 1, 2017, our Equipment Installment Plan (“EIP”) program was used to purchase two Apple iPhone 7 handsets. A down payment in the amount of $97.99 for each handset was required, and 24 monthly installments in the amount of $28.00 per handset were accepted. Please note that an EIP cannot be converted to a JOD lease program. It is important to note that at the time of the March 1, 2017 lease, the iPhone 6S Plus leased on September 21, 2015, was to be returned to T-Mobile. Upon receipt of the handset, the associated lease would be closed. Regrettably, however, our records confirm that the handset has not been received as returned to T-Mobile. As such, the JOD lease for the handset remained active.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 25, 2017, T-Mobile closed the JOD lease for the Apple iPhone 6S Plus that was leased on September 21, 2015. A credit in the amount of $62.00 was issued at that time for billed JOD lease payments. Additionally, on April 25, 2017, T-Mobile issued a credit to the account in the amount of $355.68 for the purchase option prices for the JOD leases on the lines of service ending in [redacted] and [redacted]. Finally, on April 25, 2017, T-Mobile issued a credit to the above-referenced account in the amount of $317.20 for the device down payments and taxes remitted on March 1, 2017. The account remains active, with a balance of $568.86 at this time. Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response