T-Mobile Usa Inc

November 16, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your c[redacted]pondence dated November 10, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concern to Ms. [redacted] in regards to her above-referenced account. T-Mobile records confirm that Ms. [redacted] activated the above-referenced postpaid T-Mobile account on April 3, 2008, and has always been active on a postpaid account, not a prepaid account. Please be advised that Ms. [redacted] had a mobile number ending in [redacted] that had been active on her account as of October 18, 2006. Records confirm that the mobile line was subscribed to T-Mobile’s Simple Starter rate plan with a NameID add on of $3.99 for a total monthly cost of $43.99 plus applicable taxes and fees. Please be advised that on September 1, 2016, Ms. [redacted] canceled her AutoPay via myT-Mobile.com. On September 5, 2016, a billing statement generated reflecting a balance due of $49.67 for monthly recurring charges, applicable taxes, and fees for service from August 5, 2016, through September 4, 2016, which was due by September 25, 2016. As Ms. [redacted]’s AutoPay was canceled a payment was not submitted. On October 5, 2016, a billing statement generated reflecting a past due balance of $49.67 and new charges of $49.56 for monthly recurring charges, applicable taxes, and fees for service from September 5, 2016, through October 4, 2016, for a total balance due of $99.23. On October 10, 2016, Ms. [redacted] contacted Customer Care in regards to the billed charges and as a courtesy T-Mobile applied a credit of $49.67 for the past due balance and informed her that her account is not a prepaid account. Please note that at this time Ms. [redacted] did not request to cancel her service and the account remained active. Ms. [redacted] contacted Customer Care on November 1, 2016, in regards to the current charges due totaling $49.56 and was informed that it was for her previous billing cycle and that she has always been on a postpaid account. As our records reflect that Ms. [redacted] has not contacted Customer Care in the past to request the cancelation of the mobile number ending in [redacted], Ms. [redacted] was declined any further credit and informed that the charges are valid and owed. On November 5, 2016, a billing statement generated reflecting a past due balance of $49.67 and new charges in the amount of $46.62 for a total balance due of $96.29 which was due by November 26, 2016. The new charges are for monthly recurring charges, applicable taxes, and fees for service from October 5, 2016, through November 1, 2016. In an effort to amicably resolve this matter, on November 14, 2016, T-Mobile applied a credit of $99.29 to close Ms. [redacted]’s account reflecting a zero balance. Please note that as the account was canceled, Ms. [redacted] was mailed a prepaid return label to a return a 4G Signal Booster that was mailed to her on July 25, 2012. T-Mobile recommends that Ms. [redacted] return the Signal Booster within 30 days to avoid any further charges. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

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.
Just to be clear.  It was a fraudulent account as I did not open this account.  The phones were originally shipped to my address, but the person(s) that opened the account rerouted them to the UPS center.  Unknown as to why, the person(s) did not pick them up from the UPS center, so they were returned to T-Mobile as per UPS policy.  Somehow the person(s) knew my name, address, SS#, and credit card number, and that is how they opened the account and ordered the phones.  The part that irritated me was the fact that the phones were never used by me or by the person(s) that opened the account fraudulently, and yet they still would not correct off the balance.  I understand that they had a mix up on their end where one of the phones was "lost" for a period of time.  They need to be more careful with their records. Thank you for helping me resolve this issue, as I was getting no where with T-Mobile until I filed the complaint with the Revdex.com.
Sincerely,
[redacted]

August 17, 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 3, 2017, regarding the above-referenced account. Please be advised that we have made 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 concerns Mr. [redacted]’s experienced with his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.
Please be advised that a review of Mr. [redacted]’s account show that he has carried a past due balance over the last ten months. On July 7, 2017, a billing statement was sent to Mr. [redacted] in the amount of $794.03 with consisted of new charges of $395.77 and his previous balance in the amount of $398.26. The past due balance was due immediately and the new charges were due on July 27, 2017.
On July 12, 2017, Mr. [redacted]’s contacted T-Mobile to set up a payment arrangement in which he agreed to pay two installments of $199.77 on July 21, 2017 and on July 27, 2017. Please be advised that Mr. [redacted]’s account was assessed a $5.00 payment arrangement support fee. Please note that customers like Mr. [redacted] may set up payment arrangements at no cost via the T-Mobile app or by visiting www.MyT-Mobile .com
On July 24, 2017, Mr. [redacted]’s account was suspended due to non-payment. Thereafter Mr. [redacted] contacted T-Mobile and agreed to make a payment in the amount of $386.75 via credit card on July 27, 2017. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Please be advised that when Mr. [redacted]’s account was reactivated, as a courtesy T-Mobile did not assess the account any restore from suspension fees.
Please be advised that on July 27, 2017, T-Mobile attempted to collect the payment in the amount of $386.75; however, Mr. [redacted]’s credit card was declined. Then, on July 28, 2017, a payment in the amount of $387.00 was remitted to Mr. [redacted]’s account, updating the balance to $407.03. After the payment was remitted, Mr. [redacted]’s account reflected a past due balance in the amount of $11.26.
Due to the past due balance, Mr. [redacted]’s account was suspend on July 29, 2017. Thereafter, Mr. [redacted] contacted T-Mobile to resume his service. When Mr. [redacted]’s account was reactivated, as a courtesy T-Mobile did not assessed the account any restore from suspension fees.
On August 1, 2017, Mr. [redacted]’s account was suspended due to non-payment. On August 2, 2017, Mr. [redacted] contacted T-Mobile and agreed to a payment arrangement where he would pay $75.69 on August 16, 2017, and $302.74 on August 31, 2017. As a courtesy to Mr. [redacted], he was not charged a payment arrangement support fee and his account was not assessed any restore fees when his service was restored.
T-Mobile reviewed the billing statements from May 7, 2017, to August 6, 2017, and over the course of those three months, Mr. [redacted]’s account used an average of 3,741 minutes with calls as long as 88 minutes, sent and received multiple text messages, and used an average 119.84 gigabytes of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider the charges to be valid.
If Mr. [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care the details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Robert R[redacted] Executive Response

Revdex.com:Seeing as I can't file criminal charges against the terrorist organization known as T-Mobile, I'll just mark this as satisfactory and move on with my life...Sincerely, [redacted]

May 26, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 May 18, 2015, regarding the above-referenced account.   T-Mobile regrets any concerns Ms. [redacted] may have experienced with her device. T-Mobile records reflect that Ms. [redacted] purchased an LG Optimus F6 handset on December 12, 2013.  By purchasing T-Mobile equipment, our customers receive 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 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.   Customers also have the option to purchase our JUMP! feature.  This feature provides customers Premium Handset Protection which includes handset insurance and extended warranty, Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance.  As T-Mobile records do not indicate that Ms. [redacted] purchased the extended warranty with the JUMP! feature, she did not qualify for an exchange through our Handset Exchange Program.  As Ms. [redacted] was no longer covered under the Limited Warranty period, she was offered the ability to upgrade using our Equipment Installment Plan (“EIP”) offering.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments.  All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase.  Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance.  Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments. It is important to note that the down payment collected at the time of a handset upgrade is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. Regretfully Ms. [redacted] declined this offer. T-Mobile respectfully declines to refund Ms. [redacted] the amount she paid for her device.  T-Mobile records confirm that Ms. [redacted] canceled her account on May 19, 2015, when she ported her mobile number to another service provider.  Ms. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd 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, Ms. [redacted] was billed through May 22, 2015. Please note that customers can resume their canceled accounts within 60 days from cancelation and have the activation fee waived as well as retain their plan and any offers they had according to their tenure at T-Mobile prior to cancelation. T-Mobile regrets losing Ms. [redacted] as a customer and hopes that she will consider us as her wireless carrier as we continue to expand our Nationwide LTE network. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Hope L[redacted] Executive Response

February 1, 2018
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. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 25, 2018, regarding the above-referenced prepaid number.
T-Mobile regrets any further concerns that [redacted] has regarding this matter. As stated in our previous response, T-Mobile records confirm that on December 22, 2017, [redacted] purchased a Hotspot device and activated it on prepaid service. [redacted] purchased the Hotspot device and service for $99.00. Furthermore, on January 21, 2018, a payment of $95.00 was withdrawn from [redacted]’s credit card and applied to her prepaid account. In reviewing [redacted]’s prepaid account, T-Mobile found no record of a request to cancel service. Please note that service cannot be canceled at a retail store and must be done through Customer Care.
On January 24, 2018, T-Mobile spoke with [redacted] regarding her concerns with her prepaid account and pursuant to her request, we canceled service to her prepaid account effective the same day. Furthermore, as previously advised, although prepaid services are not refundable, T-Mobile applied a credit totaling $256.28 to [redacted]’s postpaid account ending in [redacted]. This credit consists of $99.00 for the above initial payment, $95.00 for the above January 2018 payment, and $62.28 as an additional courtesy. At the time, this brought [redacted]’s balance on her postpaid account to $265.77.
Please note that on January 31, 2018, T-Mobile offered to refund the above credit less the courtesy credit of $62.28, however, this balance would be added back to [redacted]’s postpaid account which will bring her current balance to $459.77 and will put her in a past due status. [redacted] declined this offer. Although we regret any time [redacted] spent on this matter, T-Mobile respectfully declines her request for additional compensation. T-Mobile regrets any inconvenience to [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted] Executive Response

Revdex.com:
 
Good Afternoon,
 
I opened a case after contacting T-Mobile through three different methods.
 
T-Mobile contacted me last night and has solved my issue.
 
Please close this as a positive experience.
 
Thank you,
 
[redacted]...

[redacted]

January 25, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 23, 2017, regarding the above-referenced account. T-Mobile regrets any continued concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on July 14, 2015, we mailed a Wi-Fi Cellspot Router to Mr. [redacted] to improve coverage at his billing address. Please note that these coverage devices are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $99.99 plus tax non-return fee that is assessed to the account. Further records confirm that on January 1, 2016, Mr. [redacted]’s account was assessed a non-return fee totaling $105.43 for the signal booster. As our previous response states, when Mr. [redacted]’s account was cancelled on December 17, 2015, the remaining Equipment Installment Plan (“EIP”) loan balance for his Samsung Galaxy Note 4, totaling $312.40 was assessed to his account. As a courtesy to Mr. [redacted], on January 10, 2017, we applied credits totaling $1,087.66 to his account for the monthly access charges and out-of-warranty fee which were assessed to his account. On January 11, 2017, the one-time collection fee was rerated and a credit of $267.03 was applied to Mr. [redacted]’s account. These credits reduced Mr. [redacted]’s final balance to $417.83. As Mr. [redacted] states in his correspondence, since payment was not received for the final EIP loan balance on his Samsung Galaxy Note 4, the device was blocked from use on our network. Although Mr. [redacted] advises that he no longer has the Samsung Galaxy Note 4 to return to T-Mobile, we can confirm that the Wi-Fi Cellspot Router was returned to our warehouse. As such, in an effort to amicably resolve this issue, T-Mobile applied a credit of $417.83 to Mr. [redacted]’s account to bring his final balance to zero. As such, Mr. [redacted]’s account has been removed from collections and any negative information reported to his credit file will be deleted within 90 days. Mr. [redacted]’s account remains closed with 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

October 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 18, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced and appreciates the opportunity to respond. 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.
T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. Further upon speaking with Mr. [redacted] on October 24, 2017, he confirmed that it is a domestic matter within his family.
T-Mobile records confirm on August 11, 2015, Mr. [redacted] activated one line of service and subscribed to the Simple Choice North America Unlimited rate plan for $50.00 per month plus applicable taxes and fees, which provided unlimited minutes and unlimited text messages and up to 2GBs of high speed data at up to 4GB speeds depending on device capability. T-Mobile records confirm Mr. [redacted] subscribed the Premium Handset Protection for $12.00 per month. Additionally, T-Mobile records confirm that on February 25, 2016, Mr. [redacted] added the Simple Choice 6GB data feature, which provided high speed data at up to 4G/LTE speeds and 5GBs of Smartphone Hotspot (“SMHS”) for $15.00 per month.
T-Mobile records indicate that Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering while in a T-Mobile retail location. It is important to note, if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that on August 11, 2015, Mr. [redacted] purchased an Apple iPhone 6 16GB handset in gold at a total price of $649.92 plus applicable tax. Mr. [redacted] was not required to remit a down payment; however, he agreed to pay the remaining balance in 24 installments of $27.08.
Please note that Mr. [redacted]’s account had carried a rolling past due balance for over five months prior to cancelation. The final balance owed on the account of $772.41 includes the following:
• The billing statement dated February 13, 2016, reflected a balance due in the amount of $266.10. Please note that $134.44 was considered past due. Mr. [redacted] was assessed $131.66 in monthly access charges, EIP, a restore from suspend fee, as well as applicable taxes and fees for services from February 14, 2016, and March 13, 2016, which was due in full by March 6, 2016. T-Mobile received a payment on February 18, 2016, in the amount of $45.09 which reduced the past due amount to amount due to $221.01.
• The billing statement dated March 13, 2016, reflected a balance due in the amount of $354.66. Please note that $221.01 was considered past due. Mr. [redacted] was assessed $133.65 in monthly access charges, EIP, a restore from suspend fee, as well as applicable taxes and fees for services from March 14, 2016, and April 13, 2016, which was due in full by April 6, 2016. T-Mobile received a payment on March 18, 2016, in the amount of $150.72, which reduced the past due amount to $203.94; however, on April 5, 2017, the payment was returned as unpaid from Mr. [redacted]’s financial institution. As such, the balance was updated to reflect a past due of $354.66.
As a result of continued non-payment, the account was fully suspended, and ceased being charged monthly service charges, on April 9, 2017.
• The billing statement dated April 13, 2016, reflected a balance due in the amount of $412.44. Please note that $354.66 was considered past due. Mr. [redacted] was assessed $57.78 for EIP, a restore from suspend fee, late fee, as well as applicable taxes and fees for services from April 14, 2016, and May 13, 2016, which was due in full by May 6, 2016. On May 4, 2017, a credit in the amount of $2.00 was applied to the account reducing the past due amount to $410.44.
Due to continued non-payment, on May 3, 2017, the account was cancelled.
• The final billing statement dated May 13, 2017, reflected a balance due of $811.79, of which $410.44 was past due. Mr. [redacted] was assessed $401.35 for the accelerated final EIP balance, which was due in full by June 6, 2016. On June 9, 2016, Mr. [redacted] remitted a payment in the amount of $111.79, reducing the balance due to $700.00. T-Mobile received a payment on June 2, 2016, in the amount of $200.00, which reduced the past due amount to $600.00; however, on June 7, 2017, this payment was returned to T-Mobile as unpaid by Mr. [redacted]’s financial institution. As such, Mr. [redacted]’s balance was update to reflect a past due of $700.00. Please note that the account was assessed a $10.00 return payment fee. Additionally, on July 18, 2016, a collection fee was assessed to the account in the amount of $62.41, making the total balance due $772.41.
After unsuccessful attempts to collect on the outstanding balance, on July 14, 2016, Mr. [redacted]’s account was referred to Convergent Outsourcing Inc., a third party collection agency. Mr. [redacted]’s account currently resides with Enhanced Resource Centers. Mr. [redacted] may contact Enhanced Resource Centers, at 1-800-501-7454 to make further arrangements for payments. 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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

April 20, 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 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her account. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion.
T-Mobile records indicate that on September 19, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 32GB and traded in her iPhone 5S. Please note that Ms. [redacted] account did not have a qualifying rate plan, therefore, Ms. [redacted] account did not receive the trade in credit of $58.00 nor the monthly promotional bill credits.
Furthermore, in an effort to amicably resolve this matter, on April 19, 2017, T-Mobile issued a credit in the amount of $400.00 towards Ms. [redacted] iPhone 7 32GB’s EIP reducing the remaining balance owed to $87.45. Please note that the remaining amount will continue to bill out in monthly installments.
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]’ contact with our retail location and 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.
Mercedes V[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: I have called to pay the remaining balance and was told that this was incorrect and have to pay 584.  They refused to honor the email from the Revdex.com complaint responant.  I asked for a supervisor and was left on hold for way to long then supervisor Ray refused to look at the account and then called back at 10pm at night.  Finally took my payment after I had rejected the response.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. I'd like to thank Taylor for his quick resolution .Sincerely, [redacted]

Revdex.com:I would like to thank Mr. R[redacted] for promptly responding to my complaint, and acting toward resolving it in an efficient manner. I would also like to respond to his statement regarding the T-Mobile Terms and conditions, to further clarify the reasons behind the dispute.The T-Mobile's Prepaid International Tourist Plan is a package offered to international visitors to the US. Once activated, the package remains valid for three weeks before it expires. My intention was to purchase the plan and activate it online at a later date, upon my parent's arrival to the country in mid April this year. At the time of purchase I did not ask for the activation. The T-Mobile store clerk acted on his own instead, without consulting with me, or letting me know about his actions. Since I never asked for the plan to be activated, I could not agree to the Terms and Conditions Mr. R[redacted] is referring to, and the entire misunderstanding was a consequence of wrong assumptions made by the T-Mobile's employee at the time of purchase. Once I realized that the package was activated without my consent, the transaction had already been processed.The full refund offered by Mr. R[redacted] is completely acceptable, and I intend to bring this case to closure once it is received by mail. I would like to thank both of you for your time and assistance in this matter. In case of a further correspondence, feel free to contact me by email, or directly by the phone number on the file.Sincerely,[redacted]

October 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]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of...

your correspondence dated October 1, 2015, regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number [redacted] provided and as such, we will not be contacting [redacted] regarding their correspondence to your office.
Further records confirm that on October 1, 2015, T-Mobile reached the Billing Responsible Party and addressed their account concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]
Very truly yours,
T-MOBILE USA, INC.
Sacny A[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The device does successfully charge using Qi charging.Sincerely, [redacted]

November 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 3, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to his handset upgrade. Our records indicate that on October 14, 2016, Mr. [redacted] upgraded to an Apple iPhone 7 and remitted a payment in the amount of $61.19 which included taxes in the amount of $54.20 and shipping charges in the amount of $6.99 and agreed to 24-monthly installments in the amount of $27.09. Our records confirm that the above handset was not delivered to Mr. [redacted] due to an inadvertent error during shipment. T-Mobile regrets any inconvenience to Mr. [redacted] with regards to this. Please be advised that records do not confirm that Mr. [redacted] remitted a payment of over $100.00 for the above upgrade. In an effort to amicably resolve this matter, on November 10, 2016, T-Mobile spoke with Mr. [redacted] and offered to send him an Apple iPhone 7 and to reduce the cost of this handset from $649.99 to only $324.99, and to waive overnight shipping and any applicable taxes. Mr. [redacted] declined the above offer and unfortunately requested to have his T-Mobile account cancelled. T-Mobile cancelled Mr. [redacted]’s account same day pursuant to his request. Please note that although Mr. [redacted] remitted a payment in the amount of $61.19 for his original upgrade, we refunded the amount of $100.00 to his original method of payment which he will receive within five business days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

March 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset. T-Mobile records indicate that on March 11, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge. 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.
By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Our records confirm that Mr. [redacted] is subscribed to the Premium Handset Protection (PHP) feature. Under the PHP, Assurant will provide a replacement handset of the same or equivalent model, with a deductible for damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage along with lost or stolen.
Please be advised that in order to ensure customers are receiving their replacement handsets within a timely manner, should a specific color be unavailable due to low inventory a different color of the same model/memory may be sent.
As we want to ensure that our customers are provided the best experience possible, on March 1, 2017, T-Mobile offered to replace Mr. [redacted]’s Gold Samsung Galaxy S7 Edge 32 GB with a Black one. Mr. [redacted] has agreed to and accepted our offer and is aware that he will have to return the gold device to T-Mobile’s executive office.
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

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] And [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]

August 15, 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 10, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted] concern to her satisfaction. As Ms. [redacted] is aware, T-Mobile is always looking for innovative and affordable ways for our customers to get ahold of the latest and most popular devices. T-Mobile regrets any inconvenience Ms. [redacted] our device promotions caused her. One of our most recent device promotions was our Samsung Tablet Bundle which stipulated that from April 6, 2016, to June 28, 2016, customers can receive up to 50% off the Samsung Tab A 8.0, the Tab S2, or the Tab E when they purchase select new Samsung phones and a new Samsung Tab A 8.0, Tab S2, or Tab E on our Equipment Installment Plan (“EIP”). Customers would receive a rebate as a prepaid MasterCard for up to 50% of the cost of the tablet (taxes not included) within eight weeks after submitting the rebate. If eligible, customer would receive the following rebates depending on the device purchased: for a Samsung Tab E a $120.00 rebate, a Samsung Tab A 8.0 a $160.00 rebate or a Samsung Tab S2 a $200.00 rebate. To be eligible for this offer, customers must: • Purchase a new eligible Samsung phone and a new Samsung Tab A 8.0, Tab S2, or Tab E on EIP within 15 days of each other. Eligible phones are Samsung Galaxy S6, S6 edge, S6 edge Plus, S7, S7 edge, Note 4 or Note 5 Sign up for EIP and a plan on both phone and tablet;. • Activate a new Mobile Internet line of service with 1GB of data or higher on tablet; and • Submit a rebate on t-mobile.com/promotions using promo code TAB2016 within 30 days of purchasing the second device. T-Mobile records indicate on June 17, 2016, Ms. [redacted] took advantage of our EIP program to purchase a Samsung Galaxy Note 5 32GB black device and two Samsung Tab S2 Black tablets. Later, on June 20, 2016, Ms. [redacted] purchased two Samsung Galaxy S7 32GB devices and two Samsung Tab A tablets and on June 29, 2016, purchased a Note 5 32GB Black Sapphire device which makes it four eligible handsets and four eligible tablets. Ms. [redacted] also activated four Mobile Internet lines of service with at least 1GB of data as required. Although Ms. [redacted] met all qualifications for the rebate offers, due to an inadvertent error her rebate request was denied on July 3, 2016. T-Mobile regrets any difficulties Ms. [redacted] experienced with her rebate request. Furthermore, Ms. [redacted] also participated in our Buy an iPhone, get an iPhone SE for free which stipulated that from June 7, 2016, through June 23, 2016, postpaid customers who buy an Apple iPhone on an EIP can get a free Apple iPhone SE when they activate a new line of service. To be eligible customers must complete the following requirements: • Purchase any Apple iPhone on EIP and an Apple iPhone SE (16 GB) on EIP or at Full Retail Price on the same account; • Activate a new line on the same account to use with one of the EIPs; • Both device purchases and new line activation must have been completed within the promotional period; and • Submit a rebate on t-mobile.com/promotions using promo code JUNE16IPHONEBOGO within 30 days of purchase. After submission, customer would receive a rebate of $400.00 which is equal to the value of the Apple iPhone SE device in the form of a prepaid card within eight weeks from submission. As such, on June 17, 2016, Ms. [redacted] used our EIP to purchase an Apple iPhone 6s Plus 16GB Rose Gold device and an iPhone SE 64GB Rose Gold device along with an Apple iPad Pro 32GB Rose Gold tablet. Our records indicate that on July 4, 2016, Ms. [redacted] rebate submission was received and is currently in the process of being approved. However, to resolve Ms. [redacted] concerns amicably, on August 11, 2016, T-Mobile approved the following rebates: $280.00 for the two Samsung Tab A’s, $400.00 for the two Samsung Tab S2’s for a total of $680.00 in the form of prepaid card. Additionally, we approved the $400.00 rebate to cover the cost of the Apple iPhone SE and an additional $130.00 for the Apple iPad Pro for a total of $1210.00 rebate. Ms. [redacted] accepted the rebates as resolution to her concerns. Please allow seven to ten business days for processing and delivery. 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