T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:Chris L[redacted] sent me an email on may 5th and offered to exchange the cellphone at no cost. I replied to his email the same day and called him everyday after that and could not talk to him. I left him 5 voice mails. I have not heard back from him ever since.
I do not consider this complaint as resolved.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  My request was to unlock the iphone 8 plus NOT an iphone X.  Where and why Tmobile unlocked an iphone X is unknkwn to me.  Even with that being said they still have not unlocked or tried to correct their error.   On two separate occasions  they said was sent to The wrong email. Instead of aol the representative sent it to “[redacted]@eol.com”.  Each time making me wait 24 hours. Not extending any courtesy to the fact that it was an internal error on their part. Still today the phone isn’t unlocked. I have spent over 20 hours phone time with T Mobile trying to solve this matter to no avail.I Would like to drop off the phone at an Apple store location and exchange for an unlocked iPhone 8 plus like I paid for.  I no longer wish to deal with T Mobile.
Sincerely,
[redacted]

March 28, 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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced in regards to his T-Mobile handset order and appreciates the opportunity to respond to his concerns. T-Mobile records indicate that on March 19, 2017, Mr. [redacted] qualified for and took advantage of our Jump On Demand (“JOD”) offering with the purchase of an LG V20 handset. Please be advised that customers are required to accept the payments via an electronic signature sent to their e-mail address.
JOD is a payment option that allows eligible customers to purchase handsets by making a capital cost reduction at the time of purchase and agreeing to pay the remaining balance in 18 monthly payments and one final purchase option price. Please note that customers enrolled in JOD are provided the ability to upgrade to a new device up to three times per 12 month period. Regrettably, once an order is place the shipping method is unable to be modified. Please note that customers are not able to Jump! from a JOD lease option to an Equipment Installment Plan (“EIP”) loan option.
As Mr. [redacted] indicated in his letter to your office on March 20, 2017, T-Mobile’s Executive Response team contacted Mr. [redacted] via his mobile number and offered to overnight an LG V20 to his address of record. Upon receipt Mr. [redacted] would ship the initial LG V20 back to our office via a trackable shipper. As the order was placed after 6:30 PM MST the order was processed the next business day and was received on March 22, 2017.
In an effort to provide our customers with an exciting new handset at an amazing price, on March 21, 2017, all new and existing customers were able to purchase the LG V20 handset for only $480.00 during our Flash Sale! This incredible deal is still available; however, it is only available with our EIP and not under JOD. Please note that EIP is a financing 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 monthly installments.
On March 22, 2017, Mr. [redacted] contacted our Executive Response Team and requested that he be given the sale price of the LG V20 handset under his existing JOD order rather than beginning a new order on EIP. Regrettably, due to the financing terms being different on JOD than on EIP T-Mobile advised Mr. [redacted] to return the initial order and the LG V20 sent from our office and that we could order him a new LG V20 on EIP which he declined.
In an effort to resolve Mr. [redacted]’s concerns on March 22, 2017, T-Mobile offered to allow him to purchase the LG V20 on EIP in a retail location and to send his original Samsung Galaxy Note 5 that is financed under JOD to our office at the below address until April 28, 2017. Upon receiving the devices T-Mobile will credit the remaining amount owed on the JOD, in the amount of $293.99.
T-Mobile USA Inc.
Attn: Shannon R[redacted]
1201 Menaul Blvd NE
Albuquerque NM 87107
We ask that Mr. [redacted] please include the device, charger and his account information within the box to ensure that he receives the proper credit upon the return of the device. Please be advised if the full kit is not returned such as the charger a $20.00 restocking fee will be deducted from the credit offered above. Additionally, if our final examination of the tablets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr. [redacted] and the JOD balance will then be considered valid and owed.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care and retail location. 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.
Shannon R[redacted]
Executive Response

Revdex.com: I am satisfied with T-Mobiles resolution in this matter. I want to add that I was not informed of the expiration date of the $200 credit per line promotion when I originally called to inquire about beginning service. I was offered said promotion and other incentives to switch my existing phone carrier to T-mobile. When I had switched to T-mobile, I was told I was not eligible for promotion stated when I originally called 1/4/17. In addition, when I called the following day, I was informed that I would not be eligible for the promotion I had discussed the previous day! I do recommend T-mobile educate their employees on current promotions, and full disclosure when soliciting new customers. I do not want to believe a company such as T-mobile condones nefarious business practices such as bait and switch.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 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 6, 2016, regarding the above-referenced account. T-Mobile records confirm that the billing responsible party is [redacted] and he has designated [redacted] as an authorized user to his account. T-Mobile regrets any misunderstanding Ms. [redacted] experienced with our Carrier Freedom offer. Under the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection. T-Mobile regrets any misunderstanding regarding the reimbursement process. It is important to note that at the time of activation Mr. ** participated under T-Mobile’s EIP when purchasing an Apple iPhone 6S 16GB and a Certified Open Box (“COP”) Samsung Galaxy S5 16GB device. At the time of purchase Mr. ** traded in two HTC M9 devices and an Apple iPhone 5 device in which he received trade-in credits totaling $547.00 that were applied toward the equipment purchased at the time of activation. Mr.** paid the amount of $27.12 toward the above mentioned devices, leaving a balance of $542.84. Mr. ** agreed to pay the amount in monthly payments of $22.82 during the following 24-monthly installments. In review of Mr. **’ account, our records confirm that the original submission was received under mobile number ending in [redacted] which was not a qualifying number, and as such the submission was declined. As stated in Ms. [redacted]’s correspondence, she has confirmed the delivery of the reimbursements totaling $590.84 and as such the total carrier freedom credit and reimbursement issued by T-Mobile totals the amount of $1,137.84. It is T-Mobile’s position that reimbursements have been issued accordingly. On February 17, 2016, T-Mobile contacted Ms. [redacted], and reviewed the device trade-in credits which were used as the down payments toward T-Mobile’s purchased devices. Based on the confusion and misunderstanding Ms. [redacted] may have experienced as an additional gesture of goodwill T-Mobile agreed to issue a credit of $246.67 covering the monthly recurring charges reflecting on the billing statement dated February 7, 2016. T-Mobile is pleased to inform your office that Ms. [redacted] has accepted the credit as resolution. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with her Samsung Galaxy S5 device, as stated above the purchase was for a COB device which carries a 90-day limited warranty from the time of purchase. As of the date of this letter the limited warranty to Ms. [redacted]’s Samsung Galaxy S5 has expired. Please note that prior to any device replacement whether the device is or is out of the limited warranty period provided by T-Mobiles, we [redacted]empted to troubleshoot to determine if there is a possibility of a device or network related issue. Regretfully upon speaking to Ms. [redacted], she declined the troubleshooting steps instructed. Although Ms. [redacted] does not fall within the limited warranty terms, as a final gesture of goodwill, T-Mobile has agreed to replace her non-working Samsung Galaxy S5 device with a new Samsung Galaxy S5 device. Ms. [redacted] must return the non-working Samsung Galaxy S5 to my [redacted]ention in like-new condition. Failing to return the device will result in a $300.00 non-return fee being assessed toward the account. The handset may be returned to the following address: [redacted] T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the device. Please be advised if the full kit is not returned such as the charger a $40.00 restocking fee will be assessed to the account. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and a $300.00 fee for the new Samsung Galaxy S5 device will be remain on her T-Mobile account. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than March 3, 2016. Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid. Please note that Ms. [redacted]’s new Samsung Galaxy S5 carries a one-year limited warranty, provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program. It is important to note that future device related concerns will follow the terms of the Handset Exchange program which require troubleshooting steps prior to confirming replacement qualification. 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. Sacny A[redacted] Executive Response

April 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 April 8, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] has experienced with her account. Our records indicate that on February 25, 2017, Ms. [redacted] activated her account for use with the mobile number ending in [redacted]. At the time of activation, Ms. [redacted] traded-in her Apple iPhone 5s and purchased an Apple iPhone SE handset on an Equipment Installment Plan (“EIP”). It is very important to note that customers are provided a 14 –day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and cancellation of the applicable EIP entered into at the time of the original purchase. However, please be advised that trade-in handsets are not able to be returned to the customer.
As Ms. [redacted] mentions in her correspondence, for a limited time only, from March 3, 2017 to March 9, 2017, T-Mobile customers were able to get an Apple iPhone 7 32GB for free or an Apple iPhone 7 Plus 32GB for $100 after instant trade-in and mail-in rebate when trade in a qualifying device and port in a number. However, please note that Ms. [redacted] did not qualify for this promotion due to the fact that she didn’t port-in her number during the eligible timeframe or have an additional handset to trade-in to T-Mobile.
Nevertheless, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile provided Ms. [redacted] with an Apple iPhone 7 32GB handset at no cost, with a credit in the amount of $706.86. In addition, Ms. [redacted] returned her Apple iPhone SE handset to T-Mobile and T-Mobile removed the remaining EIP balance with a credit in the amount of $396.00. Mr. [redacted] accepted this offer as resolution 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. [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.
Kayla J[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: The issue wasn't resolved I spoke to someone from tmobile but The same as you can see the bill is still the same in details this It includes the phones in question it was supposed to be around 125 but it's 237 dollars and when I checked it was still indicating that I was fined for the phone not received which they previously agreed to have received. Therefore I want them to readjust the bill and kindly remove this phone that is making things too hard for me now at this time I want also to cancel some of the Line's because they're making my life miserable 
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]

May 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 April 21, 2016 regarding the above-referenced account. We are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets hearing of Mr. [redacted]’ concerns with the billing of his account and T-Mobile’s 60 day dispute policy. Our records confirm that Mr. [redacted] activated his account on September 18, 2015, with mobile numbers ending in [redacted] and [redacted] and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB of data per line rate plan for $100.00 per month. Records further confirm that on September 20, 2015, the mobile number ending in [redacted] was canceled when the number was ported to a different service provider. It is important to note that an individual rate plan offering the same features the family rate plan selected by Mr. [redacted] has a monthly cost of $70.00. It is also important to note that T-Mobile will not proactively change an account’s selected rate plan without the billing responsible party or authorized users consent. Please be advised that upon speaking with Mr. [redacted] he advised us that he was not aware the mobile number ending in [redacted] had been canceled. As Mr. [redacted] did not contact T-Mobile to make changes to his account, his account remained subscribed to the family time rate plan mentioned above. As Mr. [redacted] mentioned in his correspondence to your office, customers 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). Further review confirms that Mr. [redacted] canceled his account on April 20, 2016, when he ported his mobile number ending in [redacted] to a different service provider. Although it is T-Mobile’s position that Mr. [redacted]’ account has been properly billed based on the selected rate plan and features, on May 4, 2016, T-Mobile offered to refund Mr. [redacted]’ American Express card ending in 5006 in the amount of $150.00, which is equivalent to five months of the difference between a family rate plan and an individual rate plan. Please allow one to three business days for the funds to be available in Mr. [redacted]’ financial institution. 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

July 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding her buyer’s remorse return and appreciates the opportunity to respond to her concerns.   T-Mobile records reflect that on June 8, 2015, Ms. [redacted] activated two mobile numbers ending in [redacted] and [redacted].  T-Mobile records indicate that on June 8, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6 Plus 16GB handsets.  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 monthly installments.    T-Mobile provides a return period 14 days to all customers allowing them to use the service to see if it meets their needs.  If Ms. [redacted] found that the service was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation.  Ms. [redacted] would also have been able to return her device for a refund, less any restocking fee.   A review of Ms. [redacted] account verifies that she requested cancellation of her service on June 16, 2015, and returned the two handsets to the original point of sale.  Ms. [redacted] received a bill on July 9, 2015, that reflected a total balance of $51.36 consisting of access charges plus applicable taxes from June 8, 2015 through June 16, 2015.  Ms. [redacted] had not remitted payment for the partial usage on the account and the account was referred to an outside collection agency on November 4, 2015.   Although the account has been sold to an outside collection agency, T-Mobile has requested that they return the account to T-Mobile.  T-Mobile credited the balance in full and is closed with a zero balance.  T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Ms. [redacted]’ credit report to reflect the change.    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.  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.   Andrew S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I disagree with the statement that "line ending with [redacted] was free". Please see attached and note that I got charged $3 last month just because T-Mobile messed up and for service that I did not even use. I accept the new line for $20/month with $20/month promo credit. Also, I'd like T-Mobile to issue a one-time billing credit of $100 for the inconvenience. 
Sincerely,
[redacted]

May 13, 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 Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 9, 2016 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any dissatisfaction Ms. [redacted] encountered with our service. Our records indicate on March 5, 2016, Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) with purchase of a Samsung Galaxy S 6 Edge Plus 32GB Gold device and chose to add Premium Handset Protection (“PHP”) insurance at $10.00 per month. Although there is insurance for the handset in question, the non-working handset may be eligible for replacement through the Limited Warranty via our Handset Exchange Program. As such, on May 2, 2016, Ms. [redacted] contacted our Customer Care to report the various issues with her device. After the proper troubleshooting was completed, it was determined that his device needed to be replaced. At the time, Ms. [redacted] declined our offer to exchange her device under the warranty as she may receive a “like new” device and could not be guaranteed a brand new device. Please note, T-Mobile does not manufacture the devices and cannot guarantee a brand new device replacement under the Limited Warranty via our Handset Exchange Program. We regret any inconvenience Ms. [redacted] experienced with her device. T-Mobile further regrets Ms. [redacted] loss of her contacts. Please note smartphone devices have several ways to back up important information such as contacts and photos. In Ms. [redacted] case, her Samsung Galaxy S 6 Edge Plus device has the option to move device contacts not already saved to her Google or Samsung account among others. Ms. [redacted] may contact our Customer Care at 800-937-8997 or log on to our website at www.t-mobile.com for furthers steps and options to back up her data. Nonetheless, in an effort to amicably resolve Ms. [redacted] concerns, on May 11, 2016, T-Mobile provided a brand new Samsung Galaxy S 6 Edge Plus 32GB Gold device at no additional cost. We simply requested she returns her non-working device to T-Mobile in exchange. Also, Ms. [redacted] agreed that in the future should her device encounter issues, she can process an exchange under our Handset Exchange Program, however it cannot be guarantee the replacement will be a brand new device. Ms. [redacted] accepted the new device and the exchange program terms as resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

December 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 4, 2017, regarding the above-referenced prepaid number. T-Mobile is pleased to report Mr. [redacted]’ concerns have been resolved to his satisfaction.
We regret any inconvenience Mr. [redacted] experienced regarding a Mobile Device Unlock for his Apple iPhone 7 Plus handset. Please note Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’ account confirms that on November 30, 2017 we received a request for a Mobile Device Unlock for the device used on mobile number ending in [redacted], however, at that time the device was not eligible for a Mobile Device Unlock as $100.00 in refills had not been applied to the line.
Please be advised that on December 6, 2017, T-Mobile investigated the Apple iPhone 7 Plus handset unlock status, and determined it had already been unlocked previously. It is important to note, T-Mobile contacted Mr. [redacted] by email and confirmed the Apple iPhone 7 Plus handset unlock was processed successfully. Mr. [redacted] confirmed he had no additional concerns at this time. T-Mobile regrets any inconvenience to Mr. [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 during Mr. [redacted]’ contact to our Customer Care team.

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.
Mathew G[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 18, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any billing concerns Mr. [redacted] may have experienced. T-Mobile certainly regrets to hear that Mr. [redacted] has questions about the Equipment Installment Plan (“EIP”) payoff payment made to his account and how that payment has impacted the account balance. Please note that when a customer initiates an EIP payoff and remits an additional payment toward their outstanding EIP, the payment is posted to the account immediately and impacts the outstanding balance at that time while the associated charge to close the EIP does not generate and post to the account balance until the end of the billing cycle. As such, if there is a balance owed for service at the time of EIP payoff payment, the payment will be applied to that open balance first before any residual is applied towards the EIP. Our records reflect that Mr. [redacted] made a payment of $59.97on November 3, 2016, that was intended to pay off his outstanding EIP for the Nexus 9 purchased on February 23, 2015, for $599.76. Our records confirm that at the time Mr. [redacted] remitted his EIP payment, there was a balance owed of $39.99 for the October 24, 2016, billing statement. The payment covered that balance and left a credit balance of $19.98. Then, when the billing cycle closed, the charge for the EIP payoff of the handset was assessed to the November 24, 2016, billing statement as a charge. Be assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Mr. [redacted] is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoff. It is T-Mobile’s position that Mr. [redacted]’s was billed correctly and the charges were valid and owed. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns on December 26, 2016, T-Mobile issued a credit for $59.97. This credit will reflect in five business days in Mr. [redacted]’s Visa card ending in 0524. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced 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. Sharon B[redacted] Executive Response

August 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Prepaid Account No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 2017, regarding the above-referenced account.  We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.   We regret any inconvenience to Mr. [redacted] regarding his device functionality and we appreciate the opportunity to address his concerns.  Our records confirm, on July 29, 2017, Mr. [redacted] activated his prepaid account and selected our Simply Prepaid 6GB 4G LTE rate plan at $55.00 per month. As Mr. [redacted] account is a prepaid account, he remitted his initial payment of $55.00 to cover the first month of service.  It is important to note, per our terms and conditions, prepaid payments are non-refundable.    In our conversation with Mr. [redacted] we confirmed that his concerns were mainly with the Group Messaging feature and its functionality.  Group Messaging allows customers to send messages to multiple recipients and have any responses delivered to everyone in the group.  Group messaging works primarily over Multimedia Messaging Service (“MMS”) or data services, depending on the application used for messaging. For example, Hangouts and iMessage use data. Although, MMS messages do not use any data from Mr. [redacted]’s rate plan, an MMS needs a cellular data connection to work.  Currently, there is no other technology available through any carrier that would allow MMS messages to work without a cellular data connection.  We regret any inconvenience this matter has caused Mr. [redacted].   Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on August 2, 2017, T-Mobile provided Mr. [redacted] with a refund in the amount of $55.00 in the form of prepaid card as a courtesy.  Mr. [redacted] accepted the refund as resolution to his concerns.  Mr. [redacted] should allow up to ten business days for the prepaid card to arrive.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Sal O[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
As per attached documentation, the two handsets were purchased and returned using information for return given by T-Mobile (see attached routing number documentation) and within the guarantee period (also see attached documentation). The reason for contract termination was that both devices were not being served well as we reside in a rural area that does not have sufficient coverage/antennae or transmitters for such a sophisticated product. The account was terminated. Both handsets were received at the Fort Worth T-Mobile warehouse (see attached UPS document with date, time and weight of package.) T-Mobile gave me specific instructions and a routing number to send back the equipment (see attached documentation). The UPS distributing unit properly packaged and sent the devices to Fort Worth (see receipt attached). UPS delivered the products on time (see receipt attached). Therefore I complied with my end of the termination process and owe nothing to T-Mobile. The most important reason that I reject this resolution is that within the UPS document proving that the package was received in Fort Worth it distinctly specifies that the package weighed one pound. I researched the weight of an IPhone 6 and it only weighs @ 170 grams. So, the package containing both hand-devices would have weighed half a pound, give and take a few grams for packaging.
 
Sincerely,[redacted]

July 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 30, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] has concerns regarding her recent handset exchange. Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional device protection. During the Limited Warranty period, Ms. [redacted] is 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. 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 records reflect that a handset exchange was completed on June 29, 2017, and that Ms. [redacted]’s replacement handset is currently available for pick up in store.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile has issued a new handset to Ms. [redacted] from our inventory outside of the manufacturer’s warranty. Ms. [redacted] should anticipate receiving this device by July 6, 2017. Ms. [redacted] may also retain the handset she will receive from the warranty exchange.
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 us 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

August 23, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         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 8, 2017, regarding the above-referenced account.  We have made several attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.   T-Mobile regrets any inconvenience Mr. [redacted] experienced in transferring to a business account.  T-Mobile records indicate that the account was signed up with our T-Mobile One rate plan with unlimited talk, text, and data at $130.00 for the first two lines.  Please note each additional line is billed at $25.00 per month. The account had a total of four voice lines and one mobile broadband (MI) line.  The MI line was billed at $20.00 per month for 2GB of data; however, as the account had existing voice lines the MI line rate was discounted to $10.00 per month.   Please be advised that Mr. [redacted]’s account took part in T-Mobile’s Equipment Installment Plan (“EIP”) option on November 30, 2015 for an Apple iPhone 16GB handset with 24 monthly payments of $27.00.  As of October 12, 2016, Mr. [redacted]’s account also participated in the EIP offering for a Samsung On5 handset with 24 monthly payments of $6.25.  Please note that this device was on a promotion and was adjusted $6.25 each month.   As of December 26, 2016, the account carried a balance of $532.51 for monthly access charges, EIP charges, and a past due balance of $274.12.  On January 3, 2017 a payment of $270.00 posted to the account.  The updated account balance was $262.51. Additionally, the account was adjusted $19.00 on January 19, 2017 bringing the balance to $243.51.   T-Mobile records indicate that as of January 4, 2017 the three voice lines for Mr. [redacted]’s account were transferred from the above listed account to another account per Mr. [redacted]’s request.  The MI line remained active on the account, and was not requested for cancellation at that time.   The statement dated January 26, 2017 included monthly access charges, EIP charges, and past due balance of a $243.51 from the December 2016 to January 2017 statement, and posted to the account for $457.40.  The account was adjusted $19.00 on February 19, 2017 bringing the balance to $438.40. The statement dated February 26, 2017 included monthly access charges, EIP charges, and the past due balance of $438.40 from the January 2017 to February 2017 statement, and posted to the account for $595.68.  The account was adjusted $19.00 on March 19, 2017 bringing the balance to $576.68. Please note that the account suspended on March 20, 2017, due to nonpayment.   The statement dated March 26, 2017 included monthly access charges, EIP charges, and past due balance of $576.68 from the February 2017 to March 2017 statement, and posted tot the account for $734.21.  On April 11, 2017 a payment of $147.40 posted to the account. The account was adjusted $19.00 on April 19, 2017 bringing the balance to $567.81.    The statement dated April 26, 2017 included monthly access charges, EIP charges, and past due balance of $567.81 from the March 2017 to April 2017 statement, and posted tot the account for $966.39.  The account was adjusted $37.00 on May 19, 2017 bringing the balance to $929.39.   The statement dated May 26, 2017 included prorated monthly access charges, EIP charges and past due balance of $929.39 from the April 2017 to May 2017 statement, and posted to the account for $948.01.  The account was cancelled on May 31, 2017.                                           The final statement dated June 26, 2017 included prorated monthly access charges and a past due balance of $948.01 from the May 2017 to June 2017 statement and posted to the account for $954.36.    It is important to note that no further payments posted to the account.  Due to the continued non-payment, on July 24, 2017, the account was referred to Amsher, an outside collection agency.   In an effort to offer an amicable resolution, as of August 20, 2017, the account was adjusted $954.36 bringing the account closed with a zero balance.  Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change.  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.   Jessica G[redacted] Executive Response

August 5, 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 July 30, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding the Change of Responsibility (COR) guidelines. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. On December 16, 2014, Mr. [redacted] assumed responsibility of the mobile number ending in [redacted] and also the associated Equipment Installment Plan (EIP). An EIP transfer from one account to another account can only be completed once. On June 22, 2015, Mr. [redacted] requested to complete a COR for the mobile number ending in [redacted]. Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate that on June 22, 2015, the potential responsible party was advised of a deposit requirement and declined to complete the requested COR. On July 26, 2015, the COR was accepted by the potential responsible party and completed. The party also agreed to pay the remaining balance on the Samsung Galaxy S5 handset. The EIP plan has been closed on Mr. [redacted] account. Mr. [redacted] account has a single active line of service on a $50.00 Simple Choice North America Unlimited Talk and Text rate plan. The account currently reflects a zero balance. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 25, 2016, regarding the above-referenced account. T-Mobile regrets any number porting concerns Ms. [redacted] has experienced. T-Mobile records indicate that on August 18, 2016, a request was made to have Ms. [redacted]’s mobile number ending in 9101 ported from [redacted] to T-Mobile. However, due to an inadvertent error, T-Mobile was unable to complete the port-in process until August 31, 2016. In an effort to amicably resolve this matter, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $162.44 for monthly access charges from August 11, 2016, through September 10, 2016. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response