T-Mobile Usa Inc

April 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 March 29, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced in regards to our 2016 September Tablet On Us and our 2016 Friends and Family 2 lines On Us offer and appreciates the opportunity to respond to his concerns.
As Mr. [redacted] indicated in his letter to your office between September 1, 2016, and December 6, 2016, T-Mobile offered new and existing customers who purchased an Alcatel One Touch Pop 7 tablet on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) Plan providing 6GBs or more of high speed data is required for the term of the EIP.
T-Mobile records indicate that on September 8, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch Pop 7. 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.
Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $24.00 and agree to a series of 24 monthly installments in the amount of $4.42. On September 9, 2016, Mr. [redacted] was enrolled in the 2016 September Tablet On Us promotion and receives a monthly bill credit in the amount of $4.42 per month making the monthly payments for the tablet free.
Additionally, our records confirm that Mr. [redacted] is currently subscribed to the Simple Choice North America MI 2GB’s of Data, promotional rate plan, which for $10.00, provides 2 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that by having a MI line on his account with active voice lines Mr. [redacted] receives a $10.00 monthly bill credit reducing his cost of the rate plan to $10.00 per month.
Further, in an effort to offer new and existing customers a phenomenal rate on service from November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits; customers are responsible for applicable taxes and fees.
Please note that on November 19, 2016, Mr. [redacted] activated a mobile line ending in [redacted] under this promotion. Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free line(s) must be newly added line(s), not existing line(s), and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the previously existing lines active, his new line ending in [redacted], is eligible for the free promotion.
T-Mobile records confirm that on December 21, 2016, Mr. [redacted] was enrolled in the 2016 Friends and Family 2 lines On Us offer and received the monthly bill credit for the newly activated line on December 21, 2016, January 25, 2017, January 27, 2017, for his February 2017 billing statement, and again on March 30, 2017, and are located on page 3 of his monthly billing statements.
Please be advised that the bill credits may apply at any time during the monthly bill cycle. Mr. [redacted]’s billing cycle runs from the 14th of one month to the 13th of the following month and is due on the 6th. It is T-Mobile’s position that Mr. [redacted] is receiving the appropriate monthly bill credits for both the Alcatel One Touch Pop 7 tablet and the newly activated line ending in [redacted] and as such, no further credits are due.
T-Mobile regrets to hear of Mr. [redacted]'s request to terminate service. As the Un-Carrier we support and encourage transparency to and from our customers, and understand that we may not be the provider for Mr. [redacted] at this time. It should be noted that as Mr. [redacted] is enrolled in a no-annual contract rate plan he would not be subject to contractual termination penalties. Should Mr. [redacted] wish to schedule the termination of any or all of his services he may do so by contacting Customer Care 800-937-8997by dialing 611 from his handset.
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

Complaint: [redacted]
I am rejecting this response because: I stand by my complaint issues as they are honest and true.  There is so much untruth in T-Mobile's response.  You cannot change the facts without lying. By the way, a bit of new information I have for T-Mobile - I had asked the agent of T-Mobile's and was assured that there wasn't an automatic payment set up on my card. Also, while at T-Mobile's corporate store at Alderwood Mall the agent there had looked up on his own, without even my asking, and told me there wasn't ever an automatic payment set up with my card. So STOP lying!  What really gets to me is how T-Mobile would rather use "alternative facts" than come back with a sincere apology and try working towards resolving some of there poor business practices. Shameful. 
Sincerely,
[redacted]

February 10, 2016
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 January 29, 2016, regarding the above-referenced account. 
T-Mobile regrets that Mr. [redacted] had concerns with his account and with his recent Customer Care experiences.  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 teams.
Please be advised that T-Mobile spoke with Mr. [redacted] on February 5, 2016 and at that time his main concern was information that was documented on his account.  In an effort to assist Mr. [redacted] with his concerns and to ensure he receives a better Customer Care experience, T-Mobile updated the information on his account and assured him that he may continue to contact Customer Care over the phone; at this time.
T-Mobile confirmed that Mr. [redacted] is being billed accurately and that he is only being charged for two handsets that are being leased, and used, on his account.  On November 23, 2015, Mr. [redacted] opted to participate in our JUMP! On Demand leasing option with the lease of a Samsung Grand Prime handset for $9.50 per month and on December 24, 2015 he elected to lease an Apple iPhone 6S Plus 16GB Gold handset for $31.00 per month.  T-Mobile confirmed that both handsets are currently in use on Mr. [redacted]’s account.
T-Mobile reviewed Mr. [redacted]’s last six months of billing statements, and his current call history, and we can confirm that he has not been charged for any international calls for those billing statement and for the unbilled usage on account.  In addition, FaceTime is a data based Apple application; if a T-Mobile customer uses FaceTime they will not be charged for international calls as this feature is not a calling feature.  FaceTime may use a customer’s high speed data allotment although use of this application will not generate charges to a customer’s billing statement.
Mr. [redacted] mentioned in his correspondence to your office that T-Mobile Customer Care Representatives made unauthorized changes to his account, this was not something that he wished to discuss when we contacted him on February 5, 2016 and we are unable to validate this statement as our records indicate that any changes that were made to Mr. [redacted]’s account were requested by him.  If Mr. [redacted] has any specific changes that he would like us to investigate, he may contact me directly at my number below and we will conduct a thorough investigation into his concerns.
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ally Y[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:Mr. G[redacted]’ reply had several mistakes. As Mr. G[redacted] stated, two free lines were added to my account. The original free lines which were added to my account were voice line ending in [redacted] and data line ending in [redacted]. As stated in my original complaint, that same weekend, I decided that I requested the Loyalty department to add a second voice line inead of the data line. I was told that because the promotion had already been set up, cancelling the data line would void the entire promotion. The Loyalty department representative informed me that she would change the data line to an "On Demand" line and that I would not be charged and requested that I return the tablet upon receipt. She also went ahead and added the second voice line and phone (line ending in 9853 but was then the number was changed to line ending in [redacted]). Despite being promised that the credits would take 1-2 billing cycles, across 5 billing cycles now, I have been charged $109.17 and $4.16 on line [redacted] for plan and equipment charges, respectively. I have been charged $123.49 of plan charges on line 9853/[redacted]. I have been charged $7.67 and $50 on line [redacted] for plan and equipment charges, respectively. I have attached a spreadsheet detailing the charges. The only “Friends & Family” credits I see on my account are for $25 and $19.17 on 12/14/17 and 1/27/17, respectively. I am still owed back credits and Mr. G[redacted] stated in his reply that “in our review of Mr. [redacted]’s account we have found that his eligible lines are receiving the applicable bill credits”, on my latest bililng cycle ending 4/10, I was still being charged for these lines. I have called Mr. G[redacted] over 10 times over 2 weeks and have left voicemails and have yet to receive a reply. 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]

Complaint: [redacted]I am rejecting this response because: It was already CONFIRMED BY SHAY,  ASHLEY & SABRINA. SHAY ALSO SPOKE TO A SUPERVISOR ABOUT THE DEBIT THEY BOTH SAW FROM MY ACCOUNT and  THE SUPERVISOR confirmed in AUGUST SHE SAW THEM TAKE $133.08 TWO TIMES WHEN IT SHOULD HAVE BEEN A REFUND BECAUSE I DID NOT ORDER A J7. I ORDERED AN IPHONE
WILL HAS ACCESS TO THE SAME FILE THEY WERE LOOKING AT.
TMOBILE AGENTS ARE TRAINED & PROGRAMMED TO SELL THEM WHAT THEY WANT NOT WHAT THE CUSTOMER REQUEST.
IF THEY HAD SENT ME THE IPHONE THEY CHECKED my CREDIT FOR,
I WOULD NOT BE CONTACTING THE Revdex.com.
I WILL BE COMPLAINING TO CONSUMER AFFAIRS IN PERSON BECAUSE I CANT KEEP GOING BACK & FORTH FOR SOMETHING THAT BELONGS TO ME.
my salary is $27,000 yearly when they make that in an HOUR. PLEASE STOP ROBBING ME TMOBILE. THANK YOU FOR MY REFUND OF $133.08
 
 
THEY ARE NO BETTER THAN THE THIEF WITH A GUN WHO ROBBER ME IN 1990Sincerely,[redacted]

November 6, 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 November 1, 2015, regarding the above-referenced account. T-Mobile thanks Ms. [redacted] for choosing T-Mobile and we regret any inconvenience she has experienced regarding her equipment and billing concerns. T-Mobile records confirm that on September 14, 2015, Ms. [redacted] qualified and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple [redacted] 5s handset. At the time of the purchase, Ms. [redacted] remitted a payment in the amount of $179.62, which was comprised of a $90.00 down payment, a $15.00 SIM starter kit, and a $50.00 deposit plus applicable sales tax. Please be advised that T-Mobile has no record of an additional payment of $179.62 as mentioned in Ms. [redacted]’s correspondence. To research the payment, T-Mobile requires a complete unaltered bank statement that displays the disputed payment and a running balance prior to and following the payment. Ms. [redacted] may fax the above requested documents to my attention at [redacted] or send it to the address below. Upon receipt, T-Mobile will promptly investigate and notify Ms. [redacted] of our findings. We look forward to amicably resolving this matter. We would hate to lose Ms. [redacted] as a customer however should she determine that T-Mobile no longer meets her needs; she may return the handset in like new condition and have the equipment charges removed and refunded to her via a prepaid debit card to the address on file. Ms. [redacted] may send her equipment to: [redacted] T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, charger and her account information within the box to ensure proper credit. Please be advised if the full kit is not returned (I.E., missing charger) a $40.00 restocking fee will be deducted from the credit offered above. We also ask that Ms. [redacted] disable the “Find my [redacted]” application as T-Mobile cannot disable this application and the device will be returned to Ms. [redacted] if the application is enabled. In order to take advantage of this offer, Ms. [redacted] will need to have the equipment postmarked for return no later than November 20, 2015. Should Ms. [redacted] fail to meet this date the offer shall be considered void and T-Mobile would no longer accept Ms. [redacted]’s equipment return. 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. Ruben A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:It is not good business practice to start charging two years into my plan... If this were the policy it should have started in the very beginning, and not "recently".If these fees are not returned to me and the going forward there be no charges, I will change service providers, and will ask forward this reply to and ask Attorney General Of [redacted] what his opinion is on this "unlimited" scheme...
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My new bill is STILL reflecting additional charges. I am STILL being charged for the JUMP program for the 2 cell phones that were fraudulently purchased in my name. Even with the "credit" you provided my bill is still over my normal monthly payment so as I log in to see my new bill I see I'm STILL being charged for these phones so NO my issue has not been resolved and I don't need to provide new info if my original issue still is not fully resolved. I cannot understand why I have go even go through Revdex.com to even get a response. If you as a company are wrong, you should fix it grief free and not ignore customers unless they report you to Revdex.com. Be a stand up customer service oriented company you so claim to be AND FIX MY ISSUE!!!!!
Sincerely,
[redacted]

April 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 13, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile is sorry to hear about Ms. [redacted]’s concerns regarding the monthly insurance charge. Our records confirm that on May 10, 2015, Ms. [redacted] purchased an iPhone 6 16GGb handset for mobile number ending in [redacted] at one of our retail locations. Records show that at the point of sale, Ms. [redacted] elected to subscribe to our Premium Handset Protection (“PHP”) feature for $10.00 per month; please note that this feature was recently increased to $12.00 per month. It is our position that Ms. [redacted] has been billed accurately. Nevertheless, in an effort to amicably resolve this matter, as of April 15, 2016, Ms. [redacted]’s account has been credited a total of $102.99 to reimburse her for the monthly PHP charges. Ms. [redacted]’s account reflects a credit balance in the amount of $7.66. 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. Taylor B[redacted] Executive Response

March 17, 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 March 9, 2017, regarding the above-referenced account.    We are sorry to hear that Ms. [redacted] was not satisfied with our response to your office. Please be assured that on March 17, 2017, T-Mobile contacted Ms. [redacted] who stated that she did receive the $140.00 prepaid debit card on March 16, 2017, as well as her final T-Mobile statement dated March 8, 2017, reflecting a zero balance. As such, Ms. [redacted] stated that this has resolved her concerns.   Again, we apologize for the inconveniences that Ms. [redacted] experienced and appreciate the opportunity to address 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.   Christina S[redacted] Executive Response

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] [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 June 14, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding the billing on his account.
As stated in the correspondence to your office, on June 12, 2017, T-Mobile confirmed that Mr. [redacted] is receiving the corresponding monthly bill credits for the 2016 Friends and Family 2 Lines On Us offer. Mr. [redacted]’s estimated monthly bill charges going forward should be $155.42 for service, Equipment Installment Plan, Auto Pay discount, and promotional bill credits before applicable taxes and fees. We ask that Mr. [redacted] allow the upcoming bill to process and if he has any questions or concerns with the amount, he may contact our office directly at the number listed below. 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.
Abigail [redacted]-R[redacted]
Executive Response

November 9, 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 30, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]’ concerns with regards to the recently activated Mobile Internet lines of service and with returning said equipment. Our records indicate that on October 17, 2016, Mr. [redacted] activate two Mobile Internet lines of service ending in [redacted] and [redacted]. At the time of activation, Mr. [redacted] purchased a SIM Starter Kit and a Linkzone Hotspot device. As Mr. [redacted] indicates in his letter to your office, due to an inadvertent delay in receiving the above mentioned equipment, he visited a retail location at which time he activated a third mobile internet line of service ending in [redacted] and purchased a Linkzone Hotspot device. We are pleased to report that as of the date of this letter, T-Mobile has successfully returned the above mentioned Linkzone Hotspot and Sim Starter Kit. Accordingly, T-Mobile has canceled the two mobile numbers ending in [redacted] and [redacted]. Additionally, T-Mobile issued account credits totaling $74.34 which were equal to monthly access charges for the two canceled lines of service which left a remaining account balance of $200.85 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

Tell us why here...
September 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 25, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’ concerns regarding her Samsung Galaxy S7 Edge handset. Our records confirm that on May 26, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 Edge device with our Equipment Installment Plan (“EIP”) offering. Included with Ms. [redacted]’ purchase, T-Mobile provided a 14 day return period which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange.
Additionally, T-Mobile provided Ms. [redacted] with a one-year Limited Warranty provided by the manufacturer of her device. 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. Regretfully, as Ms. [redacted]’s has indicated that her Samsung Galaxy S7 Edge device has sustained physical damage, which is not covered by the Limited Warranty, she is not eligible to participate in the Handset Exchange Program.
However, it is important to note that at the time of purchase, Ms. [redacted] enrolled in the optional equipment protection insurance for her device, provided by Assurant. Please note that Assurant requires that customer pay a pre-determined deductible in order to obtain a replacement handset. Therefore, T-Mobile recommends that Ms. [redacted] file an insurance claim with Assurant to receive a replacement device. Alternatively, Ms. [redacted] may contact the manufacturer of her device directly for repair or replacement options.
In an effort to amicably resolve this matter, T-Mobile will agree to accept Ms. [redacted]’ handset outside of the return period. In exchange, T-Mobile will waive the remaining EIP balance for the Samsung Galaxy S7 Edge. Ms. [redacted]’ Samsung Galaxy S7 Edge handset can be mailed to my attention, no later than October 15, 2017, to the following address:

T-Mobile USA, Inc.
Attn: Alberto V.
1201 Menaul Blvd. NE
Albuquerque, NM 87107
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 her account information within the box to ensure that she receives the proper credit upon receipt of the handset. 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.
Alberto V[redacted]
Executive Response

September 21, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 11, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.                   T-Mobile regrets any concerns Ms. [redacted] experienced with her billing and we appreciate the opportunity to review and address 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.   Please be advised that our Simple Global feature provides customers like Ms. [redacted] discounted calling at a rate of $0.20 per minute to eligible Simple Global countries and free unlimited text and data when Ms. [redacted] travels to a Simple Global country.  In reviewing the records for the account, it appears that Ms. [redacted] was able to utilize the service in a country that is covered under Simple Global; therefore she incurred international long distance charges for text messages initiated directly from her T-Mobile handsets and was billed accordingly.   T-Mobile record also indicates that date that Ms. [redacted] utilized her handset while on a cruise ship.  Please be advised that roaming charges are based on the customers' location, not the destination of the call.  As Ms. [redacted] was no longer roaming in a Simple Global country, she incurred maritime charges for the mobile numbers ending in 9559 and 1694 in the amount of $0.50 per text.  A review of Ms. [redacted]’s account confirms that she incurred international roaming charges totaling $77.01 for the text messages along with applicable taxes.   Upon speaking to Ms. [redacted], in an effort to amicably resolve the matter, and as a gesture of goodwill, T-Mobile issued credits totaling $77.01, updating her account balance to $396.62.  Ms. [redacted] accepted this as a full resolution and did not have any additional concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Robert R[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
My husband and I both used T mobile and he canceled his plan. Errandly my account is still under my husband's name? T-mobile is informing me I'm not an authorized user on the account and they cannot resolve the matter with me. If that's their policy, when I went to the store, how could T-mobile sell me the cell phone under this account in the first place then? Sincerely,[redacted]

June 15, 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 5, 2017, regarding the above-referenced file number.
Upon review, T-Mobile has confirmed that this complainant is not a T-Mobile customer and that their concern is not in relation to any T-Mobile account. Mr. [redacted] is an Electronics Plus customer as conveyed in his correspondence to your office. As such, we respectfully request that you forward this correspondence to Electronics Plus for investigation and response.
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.
Carolina F[redacted]
Executive Response

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

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] is designated as an authorized user of the account.  Please be advised that T-Mobile has been in contact with Ms. [redacted].   T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.   T-Mobile records confirm that the above-referenced account was canceled on June 30, 2017 when mobile numbers ending in [redacted] ported to another service provider.  The account holder’s billing cycle ran from the 25th of one month to the 24th of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, the account will be billed through July 24, 2017.   Further records confirm that the above-mentioned account was subscribed to our now grandfathered Simple Choice rate plan for $80.00 for the first two lines and $10.00 each additional line.  Furthermore, the mobile internet line ending in [redacted] was subscribed to our Simple Choice 9GB rate plan for $60.00 per month since March 7, 2015.  Please be advised that when combined with a voice line account customers are given a $10.00 discount. Therefore, this mobile internet line was $50.00 after the discount.   Additionally, mobile numbers ending in [redacted] and [redacted] were subscribed to our Unlimited Data feature for $20.00 per month. Please be advised that each line was subscribed to our $12.00 Premium Handset Protection which included handset insurance, extended warranty, and Mobile Security with Lookout.   T-Mobile records indicate that on June 20, 2016, Ms. [redacted] qualified for and took advantage of our JUMP!  On Demand (“JOD”) offering with the lease of a Samsung Galaxy S6 Edge handset.  Customers with a JOD lease of 18 months are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade.    Please be advised that if customers choose to end their lease or cancel service before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.   Our records show that November 5, 2017, Ms. [redacted] agreed to an Extended Payment Schedule (EPS).  An EPS is a payment arrangement that allows a customer to pay their balance off in monthly installments. The creation and maintenance of an EPS can only be administered by T-Mobile’s Financial Care department.  It is important to note that if an account goes into a cancelled status, the EPS balance will be accelerated and due immediately. T-Mobile records confirm that Ms. [redacted] agreed to pay a past due amount of $617.55 from billing cycle August 25, 2016 through September 24, 2016, in 8 monthly installments of $77.19.   As we want to ensure that our customers are provided the best experience possible, on June 10, 2017, T-Mobile credited $64.84 leaving the account balance of $234.50.  Additionally, T-Mobile offered to credit the final billing statement and promised to follow up on July 31, 2017 in order to credit the final billing statement. T-Mobile regrets any inconvenience that 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.   Chris L[redacted] Executive Response

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 20, 2017 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 Mr. [redacted]’s concerns within this letter.
We regret any inconvenience to Mr. [redacted] regarding our payment policies and we appreciate the opportunity to address his concerns. A review of Mr. [redacted]’s account shows that on May 3, 2017, Mr. [redacted] took advantage of our self-help service through our website www. T-mobile.com and made arrangement to pay. At the time, Mr. [redacted] agreed to pay $405.57 on May 10, 2017 and $405.58 on May 17, 2017 to cover the balance in full for the services rendered through April 16, 2017. Please note, Mr. [redacted] provided his credit card to have the payments automatically drafted from it on the specified dates and avoid service interruptions.
It is important to note, once a Future Dated Payment (“FDP”) is entered on an account with a payment arrangement, all the remaining payments in the arrangement will debit from the customer's bank account or credit/debit card. In the event that a payment is made early by the customer, the already agreed FDP will still process on the specified dates unless the account has been paid in full and left with a balance of zero.
Our records indicate on May 9, 2017, Mr. [redacted] remitted a payment of $406.00 via credit card, however, as explained above, this does not stop the previously agreed FDP. As such, on May 10, 2017 Mr. [redacted]’s remaining balance of $405.15 was processed as previously agreed. Furthermore, our records confirm that on May 8, 2017, a text message reminder was sent to the mobile number ending in [redacted] to notify Mr. [redacted] that the payment of $405.15 would be drafted. Regrettably, on June 1, 2017, Mr. [redacted]’s payment of $405.15 was returned to T-Mobile unpaid.
Later, on June 2, 2017, Mr. [redacted] utilized our online self-help service and made new arrangement to pay $464.67 on June 16, 2017 and $494.67 on June 30, 2017. However, due to the recent returned payment, Mr. [redacted] was not eligible to set up FDP for his payments. That same day, a text message notification was sent to the number ending in [redacted] and an additional email was sent to an email address Mr. [redacted] provided to confirm the new payment arrangement.
Unfortunately, Mr. [redacted] did not complete the payment of $464.67 as agreed on June 16, 2017, and on June 19, 2017, his services were partially suspended to receive incoming calls only. Meanwhile, Mr. [redacted]’s account had produced a new billing statement in the amount of $849.19 for the services rendered through May 16, 2017, and was due on June 9, 2017, and after the payment returned, his total balance was of $1,254.34 which was past due.
Please note, due to previous payment history, Mr. [redacted]’s account has been permanently set to accept payments in certified funds only and payments by check (paper or electronic) cannot be accepted. Mr. [redacted]’s payment options still include payments by credit card, debit card, cash, Western Union among others. Our records confirm, on June 19, 2017, Mr. [redacted] contacted our Customer Care and in an effort to resolve his concerns, Mr. [redacted] was offered to pay a minimum payment of $240.00 and place the rest on an Extended Payment Schedule (“EPS”) which would divide the remaining balance in eight monthly installments, however Mr. [redacted] declined our offer. As such, in further efforts to resolve Mr. [redacted]’s concerns, T-Mobile restored his services and all reconnection fees of $20.00 per line of service were waived. As a courtesy a collection hold had been placed on Mr. [redacted]’s account until June 26, 2017, with the agreement that he would make a minimum payment of $959.34 to bring his account current.
As of the date of this letter, Mr. [redacted] has not completed the payment as agreed as his account is currently at risk of service interruptions with a $20.00 reconnection fee per line of service. Mr. [redacted]’s current total balance of $1,766.63 consists of the past due of $959.34 and current balance of $812.29 due on July 9, 2017. Please note, Mr. [redacted]’s mobile numbers are all eligible for porting even in the event of a suspension of service for non-payment. The only instance where Mr. [redacted] would not be eligible for porting would be in the event of a cancellation. We regret any confusion 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.
Sal O[redacted]
Executive Response

July 13, 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 6, 2015, regarding the above-referenced account. T-Mobile records indicate that on June 18, 2015, payment arrangements were made with Ms. [redacted] with regard to her outstanding balance. Ms. [redacted] requested a payment arrangement to pay her balance of $339.84 on June 26, 2015. This balance consisted of monthly access charges and all applicable taxes and fees for the billing period of May 27, 2015 to June 26, 2015 and was due to T-Mobile on June 19, 2015. At the time that this payment arrangement was agreed to, a future dated payment was also scheduled for the payment to be automatically withdrawn from Ms. [redacted]’s checking account. It is important to note that a reminder text message was sent to Ms. [redacted] on June 23, 2015, advising her that a payment in the amount of $339.84 was scheduled to be automatically withdrawn from her checking account on June 26, 2015. T-Mobile records also indicate that on June 26, 2015, Ms. [redacted] remitted an additional payment online at my.t-mobile.com in the amount of $339.84. As such, Ms.[redacted]’s additional payment also posted to the account paying her next month’s billing statement for monthly access charges and all applicable taxes and fees for the billing period of June 27, 2015 to July 26, 2015. This payment was due to T-Mobile on July 19, 2015. It is important to note that pursuant to T-Mobile policy, payments made with a checking account or debit card may be approved for a refund without a waiting period if the account has been open for at least six months and the account shows to have good payment history. However, refunds will be automatically declined if the payment has been posted less than ten business days and the account has had a returned payment in the last six months, or if the account has been active less than six months. Please be advised that our records indicate that Ms. [redacted] did contact T-Mobile on June 29, 2015, and again on July 2, 2015, requesting that the additional payment be refunded to her. However, these requests were declined due to the account being activated on February 26, 2015, which is less than the six month requirement, and the check payment that Ms. [redacted] remitted being posted to her account for less than ten days. Upon speaking with Ms. [redacted] on July 10, 2015, she confirmed that the transaction was successfully disputed through her financial institution, and that she was no longer showing two payments being deducted from her checking account. Ms. [redacted] also confirmed that she was charged two overdraft fees totaling $54.00. In an effort to amicably resolve this matter, on July 10, 2015, T-Mobile requested a refund in the amount of $60.00 for the overdraft fees that Ms. [redacted] was charged to be placed back into the checking account that she used to make her payment. Please be advised that this refund should be received by Ms. [redacted] within one to three business days. Should Ms. [redacted] have any additional questions about her refund she should contact her financial institution directly. Ms. [redacted]’s account currently remains open with a balance due on July 19, 2015, in the amount of $379.84 for monthly access charges and all applicable taxes and fees for the billing period of June 27, 2015 to July 26, 2015. Ms. [redacted] may contact customer care to discuss payment options at[redacted] 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