T-Mobile Usa Inc

April 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted] ** [redacted]
Your File No....

[redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account. T-Mobile records confirm the account holder of record is [redacted] ** [redacted] and [redacted] has been designated as an authorized user on the account.
T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channels. We regret any concerns Mr. [redacted] has experienced regarding the T-Mobile ONE 4th Line Free offer and the 2016 September iPhone 7 T-Mobile ONE offer.
According to our records on September 28, 2016, Mr. [redacted] activated the above referenced account with mobile numbers ending in [redacted] and [redacted] during the T-Mobile ONE 4th Line Free promotional period. This promotion provided customers the 4th line free under T-Mobile ONE reducing the cost of a four line account to $35.00 per line per month via a promotional bill credit to cover the cost of the 4th line monthly recurring charge.
Our records confirm that on December 27, 2016, the account was successfully enrolled into the T-Mobile ONE 4th Line Free offer, making it eligible for a monthly $20.00 promotional bill credit to cover the 4th line. Additionally, as the account is enrolled to AutoPay, it is also eligible to receive monthly bill credits of $5.00 per line totaling $30.00 monthly for Mr. [redacted]’ six lines of service.
On September 28, 2016, Mr. [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of three iPhone 7 32 gigabytes (“GB”). At the time of purchase, a down payment was not required; yet, Mr. [redacted] remitted a payment of $143.98 for the taxes on the retail price of the devices and a series of 24 monthly installments in the amount of $81.27 ($27.09 per handset) were accepted.
Please be advised that from September 26, 2016, for a limited time, T-Mobile offered the 2016 September Apple iPhone 7 T-Mobile ONE offer whereby new and existing customers could trade-in their fully paid off iPhone 6s and receive a new iPhone 7 purchased under EIP, for $100.00 via EIP bill credits to their accounts. There were several eligibility requirements for this promotion and review of the account confirms that it was eligible for the promotion.
After further review of Mr. [redacted]’ device trade-ins associated to the above mentioned offer, T-Mobile found that only two were processed into our warehouse. Therefore, as of March 13, 2017, credits totaling $455.00 for the trade-in value of both devices were posted to the account. On March 14, 2017, and although T-Mobile had no record of receipt of a third device trade-in, as a courtesy, a credit of $410.00 for the trade-in value of a third device was posted to the account. As of April 5, 2017, the account reflects a credit balance of $541.31. Because a trade-in was required to qualify for the 2016 September Apple iPhone 7 T-Mobile ONE offer, Mr. [redacted] was not enrolled in the promotion for his third line of service ending in [redacted]. In addition, and due to an inadvertent error, the second line ending in [redacted] was not properly enrolled in the promotion.
However, in an effort to amicably resolve this matter, on April 6, 2017, T-Mobile agreed to close and credit the EIP of two iPhone 7 32GB devices that were not enrolled in the promotion therefore fulfilling the 2016 September Apple iPhone 7 T-Mobile ONE offer for these devices. Mr. [redacted] will receive promotional EIP bill credits of $11.87 per month for the remaining iPhone 7 handset under the line ending in [redacted] as it is properly enrolled into the 2016 September Apple iPhone 7 T-Mobile ONE offer.
Additionally, on April 6, 2017, pursuant to Mr. [redacted]’ request, T-Mobile changed his rate plan to T-Mobile ONE Taxes Included rate plan which will total $205.00 per month for his five voice lines of service. Mr. [redacted] understands that by changing his rate plan he will no longer be eligible for the T-Mobile ONE 4th Line Free offer. Also, pursuant to Mr. [redacted]’ request, the mobile internet line ending in 1076 was changed to T-Mobile ONE Tablet Taxes Included data rate plan for $75.00 per month. However, Mr. [redacted] will receive a mobile internet discount of $50.00 per month so long as he maintains at least one active voice line on his account, reducing his mobile internet rate plan to $25.00 per month.
In addition to the above mentioned EIP’s for the iPhone 7 of $27.09, Mr. [redacted] also has four additional active EIP’s that total $37.10 per month. Mr. [redacted] than receives additional promotional bill credits totaling $30.84 for the 2016 November Samsung Tablet On Us offer and the 2016 Sept T-Mobile ONE Affordable Smartphone On Us offer. Please be advised that Mr. [redacted]’ therefore will continue to receive a total of $122.71 in promotional bill credits and AutoPay discounts reducing his estimated monthly recurring charge to $221.48 including all EIP monthly installments on the account and after all promotional bill credits have been applied.
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.
Aika A[redacted]
Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. [redacted] may have and appreciates the opportunity to respond to his concerns. T-Mobile records indicate that Mr. [redacted] was subscribed to our Simple Choice Family Match 6GB promotional rate plan with four lines for $120.00. Following a conversation with our Customer Care on March 3, 2017, Mr. [redacted] selected our T-Mobile ONE rate plan for $180.00 for four lines of service. It is important to note the Mr. [redacted] was enrolled in paperless billing, at this time which allows customers to view the last twelve billing statements online at www.t-mobile.com.
Additionally, T-Mobile records indicate Mr. [redacted] purchased and leased three Apple iPhone 7 Plus handsets and a ZTE 4G LTE Hotspot device using our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) lease offerings.
Accordingly, on March 20, 2017, Mr. [redacted] was sent a notification to his e-mail address to review his billing statement. Mr. [redacted] was assessed charges in the amount of $331.08 which consisted of monthly recurring charges, equipment charges, and applicable taxes and fees, from March 20, 2017, through April 19, 2017, and was due on April 1, 2017.
Following a conversation with Mr. [redacted] on April 8, 2017, T-Mobile confirmed the mailing address and unenrolled Mr. [redacted] from paperless billing. Should Mr. [redacted] choose to re-enroll in paperless billing, he may either access his account portal at my.t-mobile.com or contact our Customer Care at 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.
Ronnie A[redacted]
Executive Response

September 23, 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 17, 2016, 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 his concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] has experienced in regards to coverage and her trade in credit. It is important to note that Ms. [redacted] is not currently under a contractual agreement with T-Mobile but on a 24-month Equipment Installment Plan (“EIP”) agreement as explained below. Our records confirm that on August 16, 2016, Ms. [redacted] activated two lines of service with T-Mobile and purchased two Samsung Galaxy ON5 handsets under an EIP and agreed to a 24-month installment of $11.68. Additionally, Ms. [redacted] traded in her [redacted] iPhone 5s and we applied a trade-in credit in the amount of $21.00 directly to her bill the same day. Please be advised that once a trade in is agreed to and initiated by the customer, T-Mobile is unable to return the traded in handset back. Please note that at the time of activation, T-Mobile directly requests that our customers provide an accurate address for billing purposes. We regret any concerns Ms. [redacted] experienced in regards to the address her first billing statement was mailed to. It is important to note that T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should expect satisfactory coverage. Unfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weather. Outages and interruptions in service may occur, and speed of service varies. Devices also have varying speed capabilities and may connect to different networks depending on technology. Additionally, at the time of activation, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. During the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and/or lease entered into at the time of the original purchase. Please be advised that on August 17, 2016, T-Mobile issues a billing statement with the due date of September 9, 2016, in the amount of $102.82 which included monthly access charges and applicable taxes and fees from August 17, 2016, to September 16, 2016. Please note that as Ms. [redacted] did not remit a payment for the above bill, her service was suspended on September 18, 2016. T-Mobile regrets any inconvenience to Ms. [redacted] with regards to this. 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 R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because I still haven't received my refund. I never received the phones because T-mobile messed up my order.  I want my refund NOT a credit. I want my money back on my Credit Card. T-mobile has offered me a credit which I do NOT want. I want my MONEY BACK IN FULL for BOTH Phones. I also want the shipping cost for both phones as well. I WANT MY MONEY BACK!!!! I WANT MY MONEY BACK!!!!  I don't want a T-Mobile Credit, I WANT MY MONEY BACK IN FULL! 
[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.
I would like to extend a special thanks to Mr. Pancho Q[redacted] for his assistant and understanding. Sincerely, [redacted]

July 27, 2015 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 July 21, 2015, 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 records confirm that the account was activated on February 12, 2012. T-Mobile records also confirm that Ms. [redacted] mobile number ending in [redacted] was converted from prepaid and added to the postpaid account on May 12, 2012. It is important to note that the CSDOption feature was added to Ms. [redacted] account on May 12, 2012. This feature is designed for customers who need dial up access to an Internet Service Provider (“ISP”), and who specifically request a separate number for data or fax. Furthermore, the CSDOption enables a System Identifying Module (“SIM”) card to have two additional phone numbers (one for CSD and one for fax). These numbers are used for both incoming and outgoing faxes as well as incoming data calls. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Our records indicate that the CSDOption feature was added to Ms. [redacted] account on May 12, 2012. However, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on July 15, 2015. As this is beyond the dispute period, it is T-Mobile’s position that Ms. [redacted] remains responsible for all charges billed to the account. However, in an effort to amicably resolve this matter on July 15, 2015, T-Mobile removed the feature from Ms. [redacted] mobile number ending in [redacted] and applied a $30.00 credit to the account. Additionally, on July 23, 2015 T-Mobile applied a credit in the amount of $180.00 to the account for the disputed charges. Please note that Ms. [redacted] account currently remains open with a credit balance in the amount of $180.00 that will apply to the next month’s billing statement. 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 [redacted]. Very truly yours, T-MOBILE USA, INC. Tiffany C[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. I would like to know if the $400etc fee T-Mobile is requiring me to pay, can be paid by [redacted] from their buyout contract program??? If yes, [redacted] will issue me a gift card with the total amount owed to T-Mobile due to me switching phone carriers. Sincerely, [redacted]

January 18, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
 To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence January 4, 2018, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her bill confusion and concerns with our Netflix On Us offer. Presently, Ms. [redacted] subscribes to our T-Mobile ONE All-In family rate plan for $130.00 per month which covers her first two lines of service. Ms. [redacted] is assessed a monthly add-a-line fee for the mobile numbers ending in [redacted] which is $25.00 per month per line of service, $25.00 Mobile Internet 2 Gigabyte (“GB”) rate plan for the mobile number ending in [redacted], Premium Handset Protection insurance bundle for $12.00 per month per line of service for the mobile number ending in [redacted], our Premium Handset Protection insurance bundle for the mobile number ending in [redacted] for $10.00 per month, T-Mobile ONE Plus feature for $10.00 per month for mobile number ending in [redacted] and our Stateside International Talk feature for $15.00 per month on mobile number ending in [redacted]. Therefore, Ms. [redacted]’ monthly recurring charges are $301.00 before any applicable taxes.
T-Mobile records indicate on December 11, 2017, Ms. [redacted] contacted Customer Care and had the T-Mobile Stateside International Talk feature added to her mobile number ending in [redacted]. However, on January 10, 2018, T-Mobile contacted Ms. [redacted]’ via telephone and at the time of our conversation she elected to remove the international feature. We do regret any miscommunication regarding her international feature
Ms. [redacted] presently has eight active Equipment Installment Plans (“EIP”) which total a monthly installment charge of $165.47. Ms. [redacted]’ monthly recurring charges and EIP charges total $466.47 before any applicable discounts and usage charges.
Please be advised that beginning September 12, 2017, T-Mobile offered customers a Netflix streaming subscription and Family Allowances on us when they have two or more lines on a qualifying T-Mobile ONE Voice tax inclusive rate plan. With this offer customers get a Netflix Standard plan up to $10.99 per month which provides the ability to stream on up to two screens at the same time with HD video streaming and access to unlimited movies and TV shows on a laptop, TV, phone, or tablet. Along with the Netflix subscription, our Family Allowances feature is included which offers a variety of talk and text management controls for parents, which can be managed online at www.myT-Mobile.com.
Please note that the Netflix Standard plan lets customers stream on two devices at a time. Any device can sign in and use the account; however, only two of them are able to stream at the same time. As Ms. [redacted] indicates she would like to stream to four devices at a time, she will need to login to her Netflix account and change her plan from the Standard plan to the Premium plan. The difference between the price of the Netflix Standard plan and the Netflix Premium plan will be reflected on Ms. [redacted]’ T-Mobile billing statement.
Ms. [redacted]’ Netflix eligibility was added to her account on December 11, 2017. Per Ms. [redacted] communication, she has been able to take advantage of our Netflix offer. At the time of our conversation with Ms. [redacted] she confirmed that she could successfully set up her Netflix On Us account. Furthermore, T-Mobile provided Ms. [redacted] the instructions of how to upgrade her Netflix package should she wish to pay the difference between the Standard plan which is covered by T-Mobile and the Premium plan.
In review of Ms. [redacted]’ past three billing statements, her account has been charged for third-party download charges from the “[redacted] Play” store on her mobile number ending in [redacted]. Ms. [redacted] billing statement dated December 7, 2017, included $25.44 of download charges assessed to her mobile number ending in [redacted], and the previous billing statement dated November 7, 2017, included a $29.95 download additional charge for mobile number [redacted].
It is T-Mobile’s position that Ms. [redacted]’ has been charged according to her rate plan, features selection, equipment charges, and her bill variance is due to her third-party charges associated with her mobile number ending in [redacted]. We do apologize for 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 [redacted]

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

(“T-Mobile”) is in receipt of your correspondence dated February 23, 2018, regarding the above-referenced account.  T-Mobile is delighted to have resolved this matter to Ms. ***’s satisfaction. T-Mobile regrets any concerns that Ms. *** has experienced while attempting to take advantage of our Carrier Freedom offer.  T Mobile records indicate that Ms. *** activated her account on February, 13, 2018, with four lines of service, the mobile numbers ending in 3888, 6215, 9390 and 0089, which were ported to T-Mobile from another service provider.  At the time of activation, Ms. *** also took advantage of our JUMP!  On Demand offering, with the lease of four handsets, two LG K20’s and two T-Mobile Revvl’s. It is very important to note that Carrier Freedom reimbursement is available to qualifying to customers who port in a mobile number from another service provider and purchase a new T-Mobile handset.  In order to receive their reimbursement, customers must submit their final billing statement from their previous provider to T-Mobile within 60 days of activation.  Additionally, customers are eligible to receive reimbursement only if they have not previously received a Carrier Freedom offer within the past two years. Please note that on February 15, 2018, when T-Mobile received Ms. ***’s Carrier Freedom reimbursement request for her four lines of service, it was determined that Ms. *** had recently received Carrier Freedom reimbursement for two of her subscriber numbers on a previous T-Mobile account, the mobile numbers 3888 and 9390.  As such, Ms. *** was eligible to receive Carrier Freedom reimbursement for only the two lines of service which had not previously received Carrier Freedom reimbursement, the mobile numbers ending in 6215 and 0089. Nonetheless, upon reaching Ms. *** to discuss this matter, T-Mobile manually processed Ms. ***’s Carrier Freedom reimbursement request for the mobile numbers ending in 3888 and 9390, with an account credit in the amount of $1,300.00.  Ms. ***’s account balance of $140.00 was absorbed with the credit, resulting in a revised account credit balance of $1,160.00.  Pursuant to Ms. ***'s request, the account credit balance of $1,160.00 was issued as a prepaid refund card to Ms. ***'s address of record, for delivery within 10 business days.  Ms. ***'s account remains at a zero balance.  Ms. *** accepted this offer as resolution in full to her concerns.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. ***’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. ***. Very truly yours,T-MOBILE USA, INC.Kayla J***Executive Response

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 18, 2017, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets hearing of Mr. [redacted]’s concerns with our recent and exciting 2016 Apple Black Friday offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care department.
The 2016 Apple Black Friday offer provided for a limited time, from November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or for free.
T-Mobile records confirm that at the time of the promotion Mr. [redacted] was and continues to be subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text with 2.5GB of Data per line rate plan. As Mr. [redacted]’s rate plan is not an Unlimited Data rate plan, Mr. [redacted]’s account is not eligible for the 2016 Apple Black Friday offer based on the eligibility requirements mentioned above.
Records further confirm that on November 26, 2016, Mr. [redacted] purchased an iPhone 7 32GB device and elected to finance it with our Equipment Installment Plan (“EIP”) program. Mr. [redacted] paid a down payment in the amount of $50.00 and agreed to 24 monthly installments in the amount of $25.00. Further review confirms that at the time of purchase, Mr. [redacted] traded-in an iPhone 5s and received $50.00 in trade- in credits that were used at the time of purchase to cover Mr. [redacted]’s down payment. If eligible for the promotion; Mr. [redacted] would have been responsible for only $350.00 for his new iPhone 7 32GB device after trade-in and promotional bill credits.
On February 23, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information mentioned above. In an effort to amicably resolve this matter, on February 23, 2017, T-Mobile issued equipment credits in the amount of $249.99 leaving Mr. [redacted] responsible for only $350.00 for his new iPhone 7 32GB device. 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

October 19, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced. T-Mobile records confirm that on July 17, 2015, Ms. [redacted] activated her T-Mobile account.  At the time of submission, Ms. [redacted] did meet all of the requirements for a Carrier Freedom reimbursement.  Our records indicate that T-Mobile sent Ms. [redacted] a prepaid card in the amount of $117.29 for her Carrier Freedom reimbursement.  However, Ms. [redacted] stated that she did not receive her prepaid refund card that was mailed in 2015.   T-Mobile records confirm that on September 28, 2017, Ms. [redacted] agreed to a payment arrangement to pay $391.78 on October 6, 2017.  On October 6, 2017, the payment of $391.78 was processed.  Please note once a payment arrangement is made; our T-Mobile customers are advised that it can no longer be removed or altered.  Due to misinformation, Ms. [redacted] was provided with a refund back to her financial institution in the amount of $391.78 and we regret any inconvenience.    As of October 16, 2017, Ms. [redacted] is subscribed to our grandfathered promotional Simple Choice North America Unlimited Talk, Text, and Data with 4G LTE speeds up to 10GB four lines for $120.00 per month.  This rate plan provides savings for Ms. [redacted] with five mobile numbers at $140.00 per month.  Please be advised that T-Mobile is now offering our T-Mobile ONE rate plan with unlimited 4G LTE speeds and taxes included to include five lines for $180.00 per month with Autopay.  Ms. [redacted] declined to change her rate plan.   In an effort to amicably resolve this matter, on October 10, 2017, T-Mobile sent Ms. [redacted] a prepaid card in the amount of $120.00 for her Carrier Freedom reimbursement. Ms. [redacted] should allow seven to ten business days to receive the prepaid card. Ms. [redacted] accepted this as a resolution.    As of October 16, 2017, Ms. [redacted]’s account balance is $757.69, which consists of her monthly access charges from August 19, 2017 through October 18, 2017, monthly EIPs, monthly lease charges, and applicable taxes.  In addition, Ms. [redacted]’s account is on a payment hold until October 16, 2017.  Ms. [redacted] may contact our Financial Care department for payment or payment arrangement options, or she may create a payment arrangement on her MyT-Mobile.com application.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

October 18, 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 October 13, 2016, regarding the above-referenced account. T-Mobile regrets any confusion to Ms. [redacted] at the time of activation and her recent handset upgrade. T-Mobile records indicate Ms. [redacted] activated service with T-Mobile on April 9, 2016. At the time of activation, Ms. [redacted] initiated an Equipment Installment Plan for an Apple iPhone 6 plus 16 gigabyte (“GB”). T-Mobile regrets if this equipment was not Ms. [redacted]’s desired handset at the time of activation, however please note that the memory variant is listed on each Apple iPhone box and is listed on her Equipment Installment Plan documents which were given to her when she purchased her handset at a retail store. T-Mobile records further indicate on October 8, 2016, Ms. [redacted] completed a handset order for a new Apple iPhone 6 Plus 64GB handset. Furthermore, Ms. [redacted]’s new handset order included a trade-in of her Apple iPhone 6 Plus 16 GB handset with a trade-in credit of $189.00. Please note, as Ms. [redacted]’s Equipment Installment Plan balance for her Apple iPhone 6 Plus 16 GB was more than the trade-in value, she would be responsible for the remaining installment plan balance as she does not subscribe to our JUMP! feature. However in an effort to amicably resolve this matter, T-Mobile has agreed to remove the remaining installment plan balance for her Apple iPhone 6 Plus 16 GB. Once T-Mobile has successfully scanned Ms. [redacted]’s returned Apple iPhone 6 Plus 16 GB into our trade-in center, T-Mobile will agree to remove the installment plan balance in full. As such, Ms. [redacted] will be responsible for the Apple iPhone 6 Plus 64 GB handset only. T-Mobile contacted Ms. [redacted] on October 17, 2016 and apprised her of our proposed resolution which she accepted. Ms. [redacted] understood that T-Mobile has created a follow up for October 25, 2016 to review if her handset has been received at our trade-in center. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

September 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced account.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records confirm the above account was activated on August 14, 2017 at which time Ms. [redacted] made a payment of $102.07. This payment included a $75.00 security deposit as well as a $25.00 T-Mobile SIM Starter Kit, plus sales tax. Please note that the T-Mobile SIM Starter Kit is non-refundable and the security deposit is refunded when the service has remained active in good standing for 12 months, or the account is canceled; upon cancellation, the security deposit is applied to any outstanding account balance and any remaining amount is then refunded.
Also on August 17, 2017, Ms. [redacted] agreed to participate in the JUMP! On Demand lease option for a T-Mobile REVVL handset. There was no amount due at signing and Ms. [redacted] agreed to 18 monthly payments of $5.41 plus applicable sales tax. When this device was returned on August 17, 2017, the lease was closed, however since no payment had been collected no refund was due. Additionally, the account was not canceled therefore the security deposit was not released. T-Mobile truly regrets any confusion in regards to the payment made at the time of activation and the lack of a refund being issued for the equipment that was returned.
In order to provide Ms. [redacted] with a truly Un-carrier experience, T-Mobile issued a reimbursement in the form of a prepaid debit card in the amount of $102.07. The reimbursement was processed on August 29, 2017 and Ms. [redacted] can expect to receive it within 7 – 10 business days from that date.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted] Executive Response

November 10, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 2, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her recent handset purchase. Our records confirm that on October 1, 2016, Ms. [redacted] processed an order for an Apple iPhone 6 handset using our Equipment Installment Plan (“EIP”) program at a reduced promotional price. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $13.75. Regrettably, due to inventory availability, the shipping date of the device was scheduled between December 3, 2016, and December 27, 2016. Our records confirm that Ms. [redacted] attempted to place an order for a different device on November 1, 2016; however, the promotional pricing was no longer available. In an effort to amicably resolve Ms. [redacted]’s concerns, on November 5, 2016, T-Mobile cancelled the order placed on October 1, 2016. T-Mobile placed an order for Ms. [redacted] for an Apple iPhone 6S using our EIP program. T-Mobile has applied a credit in the amount of $200.00 towards the cost of the device, and Ms. [redacted] has agreed to 24 monthly installments in the amount of $13.74 for the remaining balance. In Ms. [redacted]’s correspondence, she indicated that she was billed for a CellSpot device. Our records confirm that on December 9, 2014, Ms. [redacted] contacted T-Mobile regarding coverage issues. In an attempt to resolve Ms. [redacted]’s concerns T-Mobile issued a CellSpot Signal Booster to her, for use with the line of service ending in [redacted]. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a non-return fee that is assessed to the account. On September 27, 2016, Ms. [redacted] cancelled her line of service ending in [redacted], and was required to return the T-Mobile CellSpot Signal Booster to T-Mobile within 30 days. Regrettably, our records indicate that the device was not received within this timeframe, and on October 28, 2016 a non-return fee of $99.00 plus tax, totaling $105.93, was assessed to the account. However, on November 9, 2016, T-Mobile confirmed that the device was received by T-Mobile, and a credit in the amount of $105.93 was issued to the account. Ms. [redacted]’s account remains active, with a balance of $94.97. Ms. [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 Ms. [redacted] may have experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Tell us why here... February 5, 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 January 30, 2018, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her Mobile Internet (MI) line of service and rate plan concerns.  T-Mobile records confirm that on August 21, 2016, the MI number ending 1838 subscribed to our Match Your Phone Data rate plan for $20.00 monthly.  This plan provided customers with unlimited MI data with up to 5GB high-speed access. On September 21, 2017, T-Mobile records indicate that the mobile number ending 1838 subscribed to our Simple Choice North America MI 10GB rate plan for $50.00 monthly.  Please be advised that on December 4, 2017, Ms. [redacted] called Customer Care with concerns regarding a price plan change that took place on line ending 1838, and requested her old rate plan be reinstated.  Regretfully, as the Match Your Phone Data North Am[redacted] rate plan was a grandfathered and no longer available, Ms. [redacted] was advised she was not able to revert the rate plan changes.  As such, on December 21, 2017, T-Mobile offered our Simple Choice North America MI 6GB rate plan for $35.00 monthly with a $10.00 MI discount bringing the monthly rate to $25.00. On January 30, 2018, in speaking with Ms. [redacted], T-Mobile offered our Simple Choice North America MI 6GB rate plan for $25.00 monthly with a $10.00 MI discount bringing monthly rate to $15.00.  Ms. [redacted] agreed to this offer and her plan was adjusted accordingly. In effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile reinstated Ms. [redacted]’s grandfathered Match Your Phone Data North Am[redacted] plan as of January 21, 2018; the start of [redacted]’s bill cycle.  Additionally, T-Mobile applied a bill credit of $113.22 for previously assessed monthly access charges and taxes bringing the account balance to $100.27.  T-Mobile regrets any inconvenience to Ms. [redacted]. 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 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.Rochelle M[redacted]

May 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. ** may have experienced regarding the billing on his T-Mobile account. T-Mobile records indicate that on August 22, 2015, Mr. ** qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option for three Apple iPhone 6 16GB handsets. Should JOD customers choose to retain the device at the end of the 18 month lease period, they are provided with a lease Purchase Option Price (“POP”) to own the device; the POP amount is disclosed at the time of lease signing.
As an additional courtesy to customers such as Mr. **, in early 2017, T-Mobile began offering customers with a JOD lease nearing maturity the option to disburse their POP amount over a no-interest, nine month installment plan. Please note that this offering is known as the Purchase Option Installment Plan (“POIP”). Our POIP offering has been overwhelmingly successful; we do regret any inconvenience that Mr. ** has experienced regarding this matter.
Upon further review of Mr. **’s account, our records reflect that on February 22, 2017, Mr. ** accepted a POIP with the following terms: $10.25 for taxes owed on the POP for the lines ending in [redacted] and 1654, and a series of nine monthly installments in the amount of $10.25 was added to his monthly billing statement. Due to an inadvertent error, on the February 22, 2017 billing statement, when Mr. ** attempted to enter into a POIP, Mr. ** was unintentionally charged for the entire POP amount of $175.17 for the three devices mentioned above versus the immediate tax rate quoted above. Furthermore, Mr. **’s account continued to enroll in a POIP.
T-Mobile spoke with Mr. ** on May 15, 2017, and confirmed that he was refunded the payment of $692.12 on March 23, 2017, back to his bank account. T-Mobile has also confirmed that Mr. ** has no active JOD or POIP on his account. Mr. **’s account remains active with a zero balance as the date of this letter. T-Mobile confirmed with Mr. ** this was a satisfactory resolution to his concerns. T-Mobile regrets any inconvenience to Mr. ** regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Amor M[redacted]
Executive Response

August 11, 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated August 7, 2015, regarding the above-referenced account. T-Mobile records indicate Ms. [redacted] activated a prepaid account with the mobile number ending in [redacted] on June 2, 2015. Ms. [redacted] purchased a $30.00 refill card at this time, and subscribed to our Unlimited Text and Data rate plan at $30.00 monthly. However, our records confirm that the device Ms. [redacted] attempted to activate had been blocked from accessing the T-Mobile network. T-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. Our records confirm that Ms. [redacted] cancelled her prepaid number ending in [redacted] on June 2, 2015. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” However, in an effort to amicably resolve Ms. [redacted]’s concerns, on August 10, 2015, T-Mobile issued a refund to her in the amount of $35.00 for the refill card and applicable taxes. This refund has been issued to Ms. [redacted] as a prepaid card, and has been sent via U.S. Mail. Ms. [redacted] can expect to receive this refund within seven to ten business days. T-Mobile regrets any inconvenience Ms. [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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[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]
I understand my time frame to return the iphone is already over but my point was the wrong information that the salesmen promised to me (which were lies) and the bad information customer service provide to me all three times that I contacted them. Therefore you could prove the calls happened on which T-Mobile records. Finally, I want this resolve for T-Mobile salesmen to stop making promises that cant be completed, also accurate customer service information.
 
In addition, at this moment I have decided too not return any phones. I will complete my contract agreement and when done with the contract I have my mind set too not continue with T-Mobile in the future.  
 
Sincerely [redacted]

Hi,
Since sending this email I finally received a call from TMobile that resolved the issue. Please close the complaint, and thank you for all of your help.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  T-Mobile lists the data usage for the account.  However, this does NOT breakdown which was used on LTE and NON-LTE speeds.  I can tell you that since this issue started all of that data usage has been NON-LTE as T-Mobile's own tech support had me change the settings on BOTH phones to only allow NON-LTE services.On one of the phones (The LG) I pay a premium of $25.00/month for access to 4GLTE NON-Throttled coverage, which I am unable to get.  I have checked the speeds using the mobile app "speedtest" by [redacted] a VERY trusted source in speed detection.  When I change the phones to capture 4GLTE speeds the speeds are 4GLTE speeds for about 3 minutes, then decline to less than 2G speeds and remain until I change the data back to NON-LTE service and the speeds accelerate back to 4G speeds (give or take a few times when network usage was heavy).I also use the LG phone as a "hotspot" for my computer/desktop.  When I change the speed back to the 4GLTE service it works again for about 3 minutes then my computer displays "no internet access" meaning the data from the T-Mobile service has been cut off.  Immediately upon making the change back to the 4G NON-LTE service my computer displays "internet access" meaning I now have access to the data.So to be responsible, since I am unable to access the 4GLTE service and I am paying the $25.00 for UNLIMITED 4GLTE service on one of the lines, I should be able to keep the service and receive a credit of $25.00/month until I feel this issue has been resolved to MY SATISFACTION!T-Mobile claims they have had techs out to the area, again, I seriously doubt this.  I will continue to doubt this until an actual tech contacts me here locally and meets WITH ME to show me either what I am doing wrong with the phones (yes, PHONES) or sees that the issue is actually an issue and we determine the solution.This back and forth of T-Mobile trying to get out of fixing an issue that I have paid for and continue to pay for and provide no further resolution or long standing credits to the account is stupid and ridiculous at best.  Stop trying to pull the wool over my eyes, a college educated gentleman who is NOT a novice when it comes to cellular phones.  Fix it or provide the PROPER AND FAIR CREDITS I deserve.  I should not have to leave a company because they "want me to move on", I should leave because I want to leave.I demand the respect that I entitled to and the credits for which my services are not working, if we cannot come to a happy medium, I will start the process of charging back every charge I have done with T-Mobile with my credit card issuer for "services not rendered" and yes I have this right afforded to me under Federal law and I will use it.
Sincerely,
[redacted] (Formally [redacted])