T-Mobile Usa Inc

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

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 did reach out twice to Chris and left a message also. I appreciate the time and effort.Sincerely, [redacted]

Tell us why here...
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 19, 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 his concerns within this letter and will forward a copy to Mr. [redacted].
In Mr. [redacted] letter to your office he outlined concerns regarding an account that was opened in his name without his consent. T-Mobile records confirm that on November 21, 2016, Mr. [redacted] visited a T-Mobile retail store and during this visit mobile numbers ending in [redacted] and [redacted] were activated on the above T-Mobile account. Please note that in order to activate T-Mobile postpaid services, customers must provide their SSN and agree to a credit evaluation. In reviewing Mr. [redacted]’s account, our records confirm that he provided all of the required information to activate an account and that he agreed to a credit evaluation. As such, the activation of service was completed for Mr. [redacted].
On January 14, 2017, Mr. [redacted]’s account was cancelled for non-payment. As such, on January 23, 2017, his final billing statement was mailed to him at his billing address showing an outstanding balance of $217.80, which included monthly access charges and taxes for services from November 21, 2016, the date of activation, through January 14, 2017, the date of cancellation. Since payment was not received for the final balance, on February 26, 2017, Mr. [redacted]’s account was referred to a third party agency, [redacted]., for collection purposes.
T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. A review of the account indicates that billing statements were sent to the address Mr. [redacted] supplied in his correspondence to your office.
Nevertheless, in an effort to amicably resolve this issue, on June 20, 2017, T-Mobile applied a credit of $217.80 to Mr. [redacted]’s account to bring the outstanding balance to zero. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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.
James H[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: My bill doe the Cycle of December 16th 2016 to January 18th was $287.80, I got a credit of $9.99 for one of the device so my bill was $277.80, I made a payment of $112.81 which left me with a balance of $165 due on January 18th, I switch on January 16th with a balance of $165 and when I tried to login to my account afterwards it wouldn't let me. I received a bill for month January 18th to February 19th for $98.87 which brought my account to a balance of $263.87. So they're trying to convince me that its okay for them to charge me that $98.87 yet they cannot come clean to a reason why, I spoke with 5 different person and each had a different reason for the charge which obviously were all excuses, some said my account was switched on the 18th not the 16th, some said they were activations fees, some said pro-rated fees. I was advised to end my service by the end of my cycle, if I had canceled after January 18th, I would have agreed woth the extra $98.87. On my bill the $98.87 break down into three parts $23.72 for the number 7142 which I canceled on January 16th with an EIp of $0, $73.67 for the number 9775 which service I canceles on january 8th and paid all balance as well with EIP of $0 and $1.72 for the accoint and a credot of $0.24. When I asked why I was charged $73.67 for the number 9775, this is how my last bill was break down on the atatwment they sent, but all different people I talked to had a different explanation and when one wasn't sure why they transfered me to another person. I do not want a $50 credit, I want all $98.87 off credit then my balance will be $165 plus the $51.50 collection fee, with a total of $216.50. I'm willing to pay only the amount of $216.50, not more.
Sincerely,
[redacted]

February 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 February 7, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced with regards to the cancelation of her T-Mobile account. As Ms. [redacted]’s account was billed by a system known as “bill current”, Ms. [redacted] was sent a billing statement dated February 22, 2017, for services from January 21, 2017 through February 20, 2017, which totaled $32.90. Due to an inadvertent error, Ms. [redacted]’s account was not canceled during the time frames in which she requested cancelation of the account.
T-Mobile records conform that Ms. [redacted]’s account was canceled on February 1, 2017. As Ms. [redacted] cancelled her service in the middle of the billing cycle, her final billing statement should be created and mailed to her after February 24, 2017. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has agreed to place an adjustment toward the account in the amount of $32.90, bringing the account to a zero balance. Ms. [redacted] will no longer be financially responsible for the account balance as T-Mobile will ensure that the account remains closed with a zero balance. T-Mobile regrets any inconvenience caused 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.
Lupe C[redacted] Executive Response

January 7, 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 January 1, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding concerning the return of T-Mobile’s LTE Signal Booster. It is important to note that on November 26, 2014, T-Mobile provided Mr. [redacted] with a T-Mobile LTE Signal Booster for in-home coverage enhancement. At the time an LTE Signal Booster is issued, T-Mobile informs customers that if for any reason service is terminated, the Signal Booster must be returned to T-Mobile to prevent the possibility of a $289.00 non-return fee. T-Mobile records confirm that as the T-Mobile LTE Signal Booster was not received, a charge of $312.12 was applied to Mr. [redacted]’s account for the $289.00 non-return fee and taxes which reflected on the billing statement dated October 9, 2015. T-Mobile attempted to collect the balance via text messages and automated phone calls. As our attempts were unsuccessful, on December 7, 2015, T-Mobile turned Mr. [redacted]’s account over to an outside collection agency, Convergent Outsourcing Inc. As Mr. [redacted]’s account is now being handled by an outside collection agency, a collection fee of $78.03 was added to his account, bringing Mr. [redacted]’s final balance to $390.15 As stated in Mr. [redacted]’s correspondence on December 14, 2015, he contacted Customer Care in which a return prepaid label was sent to him for the removal of the non-return fee. T-Mobile records confirm that the T-Mobile LTE Signal Booster was returned on December 30, 2015, and as such a credit of $390.15 has been issued to Mr. [redacted]’s account leaving it closed with a zero balance. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. 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. Sincerely, [redacted]

August 28, 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 19, 2017, regarding the above-referenced account.  Please be advised that after several attempts T-Mobile was unable to reach Mr. [redacted].  We will make every effort to address his concerns within this letter.   T-Mobile regrets any concerns Mr. [redacted] has in regards to his account.  T-Mobile records confirm that on July 7, 2015, Mr. [redacted] requested to add the $10.00 per month Stateside International feature for his mobile number ending in 4157.  On September 27, 2015, pursuant to Mr. [redacted]’s request T-Mobile removed the Stateside International feature, and provided him with a courtesy credit of $43.32 for over two months of the service charges.  Mr. [redacted] accepted this credit as resolution to his concerns with the international feature.   T-Mobile records indicate that Mr. [redacted] contacted our Customer Care on August 15, 2016, and informed us that he had a lost device which was for his mobile number ending in 3625.  However, at that time Mr. [redacted] was informed that he did not have Premium Handset Protection (“PHP”) for the mobile number ending in 3625 as it was removed on November 7, 2015, pursuant to his request.  Therefore Mr. [redacted] would not have been eligible to file a claim through Assurant for a replacement handset. T-Mobile regrets any misunderstanding to Mr. [redacted].   T-Mobile records specify that Mr. [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings:   On April 8, 2016, he purchased a Samsung Galaxy S7 Edge 32GB handset in the amount of $779.99.  Mr. [redacted] remitted a down payment in the amount of $119.99 and agreed to a series of 24 monthly installments in the amount of $27.50. On May 11, 2016, he purchased an Apple iPhone 6s Plus 64GB handset in the amount of $849.99.  Mr. [redacted] remitted a down payment in the amount of $189.99 and agreed to a series of 24 monthly installments in the amount of $27.50.   On December 5, 2016, he purchased an Apple iPhone 7 Plus handset in the amount of $869.99.  Mr. [redacted] remitted a down payment in the amount of $488.35 and agreed to a series of 24 monthly installments in the amount of $15.91.   Additionally, On November 9, 2015, Mr. [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6S Plus 16GB handset.  Mr. [redacted] was not required to pay a capital cost at the start of the lease as but he did agree to 18-month lease term of $31.00 and a purchase option price of $191.99 including tax.    It is important to note that if an account is canceled, any EIP's and JOD's are billed out on the final bill.   T-Mobile records reflect that Mr. [redacted] canceled his account with T-Mobile on February 26, 2017.  Please note that since Mr. [redacted] does not have active service with T-Mobile, he is not eligible to participate in the Premium Handset Protection program and therefore is not eligible to file a claim for a replacement device.   On March 27, 2017, Mr. [redacted]’s final billing statement was mailed to him at his billing address showing an outstanding balance of $1,934.02.  T-Mobile records reflect that between the dates of March 13, 2017 through June 27, 2017, Mr. [redacted] made payments totaling $675.00.  As full payment for the balance was not received, on June 27, 2017, Mr. [redacted]’s account was sent to an outside collection agency, AmSher. Further records confirm that between July 11, 2017, and August 21, 2017, Mr. [redacted] settled his above balance directly with AmSher by making payments totaling $950.00. It is important to note that once a customer makes a payment to a collection company they accept the validity of the debt.    Based on the above findings, T-Mobile respectfully declines Mr. [redacted]’s request for a replacement handset as well as providing any additional adjustments for the above-mentioned international feature.  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.   Nicole C[redacted] Executive Response

June 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 June 7, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account and billing. T-Mobile records indicate Mr. [redacted] activated his account on October 31, 2013, with the line of service ending in [redacted]. Mr. [redacted] added a mobile internet line of service ending in [redacted] on November 13, 2014, followed by a second mobile internet line of service ending in [redacted] on February 16, 2014. On January 17, 2015, Mr. [redacted] added a voice line of service to his account, with the mobile number ending in [redacted]. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. On November 6, 2014, Mr. [redacted] utilized our Equipment Installment Plan (“EIP”) program with the purchase of a Samsung Galaxy Note 4 handset. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $31.24. 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. Mr. [redacted] participated in our EIP program again on November 13, 2014, with the purchase of a Samsung Gear S smartwatch. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $14.58. Mr. [redacted] used our EIP program again on January 17, 2015, with the purchase of a second Samsung Galaxy Note 4 handset. Mr. [redacted] was once again not required to remit a down payment, and agreed to 24 monthly installments in the amount of $31.24. T-Mobile records confirm that on March 25, 2016, Mr. [redacted] cancelled the line of service ending in [redacted] when he ported it to another provider. Ms. [redacted]’s line of service ending in [redacted] was cancelled on March 26, 2015, when he ported it to another provider. As the numbers were not ported out, both of Mr. [redacted]’s mobile internet lines of service remained active. On April 6, 2016, Mr. [redacted] remitted a payment to T-Mobile in the amount of $248.85, followed by payments totaling $570.00 on April 8, 2016, to close the EIPs active on his account. Mr. [redacted] cancelled the line of service ending in [redacted] on April 9, 2016. However, due to an inadvertent error, the line of service ending in [redacted] remained active. Mr. [redacted]’s billing statement dated May 10, 2016, reflected a balance owed in the amount of $40.40 for past due monthly access fees and applicable taxes for the line of service ending in 6975. On June 8, 2016, T-Mobile cancelled the line of service ending in [redacted] at Mr. [redacted]’s request. In an effort to amicably resolve Mr. [redacted]’s concerns, on June 8, 2016, T-Mobile issued a credit to his account in the amount of $40.40. Mr. [redacted]’s final billing statement will be available on June 11, 2016. Upon confirmation of the final billing statement, T-Mobile will issue a credit to Mr. [redacted]’s account, and it will remain closed with a zero balance. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

August 22, 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 August 10, 2017, regarding the above-referenced account. Please be advised that the account holder of record is [redacted]. Please be advised that we have confirmed that [redacted] and [redacted] are one and the same.
T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to billing and payments. T-Mobile records indicate that Mr. [redacted] activated his mobile number ending in [redacted] at a T-Mobile store location on November 28, 2016. Upon activation of the account, Mr. [redacted] subscribed to the T-Mobile ONE rate plan which includes unlimited talk, text, and data at the monthly cost of $75.00 plus tax. It is important to note that customers who enroll in our automatic payment program (“AutoPay”) also receive a $5.00 discount per line of service on their monthly service charges. As of the time of Mr. [redacted]’ account activation, Mr. [redacted] also purchased a new iPhone 7 128GB handset and phone case for use on the mobile number ending in [redacted]. When purchasing the iPhone 7 128GB handset and phone case, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. To purchase the iPhone 7 128GB handset and phone case on EIP, Mr. [redacted] was required to remit a down payment of $99.99 plus tax, and he agreed to the following installments in addition to his monthly service charges:
• 24 monthly installments of $27.09 for the iPhone 7 128GB handset; and
• 24 monthly installments of $3.75 for the phone case.
The total monthly costs for Mr. [redacted]’ service charges, taxes, fees, and EIP were estimated at $112.15 per month.
Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, a customer’s billing cycle may run from the 1st of the month through the 30th. They will receive notice of their monthly recurring service and feature charges on or around the 2nd of the month, and those charges will be due on the 22nd. If during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advance. T-Mobile records confirm that Mr. [redacted]’ billing cycle began on the 29th of each month and ended on the 28th of the following month. It is important to note that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.
On June 29, 2017, T-Mobile records indicate that Mr. [redacted] received his July 2017 billing statement in the amount of $107.01, consisting of his EIP and service charges from June 29, 2017, through July 28, 2017. T-Mobile records also indicate that on July 1, 2017, Mr. [redacted] updated his AutoPay information on www.MyT-Mobile.com. On that same day, T-Mobile records confirm that Mr. [redacted] cancelled his account when he ported his mobile number ending in [redacted] to another service provider. On July 19, 2017, T-Mobile records indicate that a payment in the amount of $107.01 was drafted from the payment method on file. As Mr. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the payment method on file. As Mr. [redacted] cancelled his service mid-cycle, it is T-Mobile’s position that these charges are valid.
Nevertheless, upon communicating with Mr. [redacted] on August 20, 2017, as a courtesy, T-Mobile agreed to issue Mr. [redacted] a one-time refund in the amount of $100.00. Please be advised that the refund can take up to ten business days to process, and that it is being sent to the billing address of record. 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.
Anthony M[redacted]
Executive Response

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

in receipt of your correspondence dated April 15, 2016 regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] experienced in regards to receiving her rebate. Upon review of this matter, our records do not indicate that we received Ms. [redacted]’s proof of purchase; as such, the rebate request was denied and she was not sent the $50.00 rebate card. In an effort to amicably resolve the matter, on April 18, 2016, T-Mobile mailed Ms. [redacted] a $50.00 prepaid refund card in lieu of the mail in rebate. Ms. [redacted] will receive the prepaid refund card within seven to ten 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. Jimmie P[redacted] Executive Response

March 22, 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 March 16, 2016 regarding the above-referenced account. 
We regret to hear that Mr. [redacted] was dissatisfied with our resolution.  As shared in our previous correspondence, Mr. [redacted]’s refund was requested on March 5, 2015.  Please note the refund was requested as a prepaid MasterCard issued by Citibank and that they advise us to allow seven to ten business days to produce and mail the card.  We do not have an alternative refund methodology.  If Mr. [redacted] would like to check the status of his card, he may contact Citibank directly at 800-522-7458.
Additionally, while Mr. [redacted]’s refund has been issued in its entirety, in an effort to amicably resolve the matter, on March 22, 2015 T-Mobile requested an additional prepaid MasterCard for $25.00 be issued to Mr. [redacted].  This card will also be produced by Citibank and Mr. [redacted] should allow seven to ten business days to receive this as well.  Please note that we have spoken to Mr. [redacted] and he has accepted our resolution.
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

April 25, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account.
T-Mobile regrets any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile records confirm that on April 30, 2015, Mr. [redacted] activated a postpaid account with the mobile numbers ending in [redacted] and [redacted].
On May 1, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of the following equipment with the below monthly installments for a term of 24 months:
• Apple iPhone 6 Silver 16GB handset for $27.08 per month;
• Samsung Galaxy S6 Black 32GB handset for $28.33 per month;
• Medg Univ 10 inch keyboard for $3.74 per month;
• Samsung Galaxy S6 Impact Shield screen protector for $1.45 per month;
• Samsung Galaxy S6 Impact Check Smoke case for $1.66 per month; and
• Apple iPhone 6 Impact Check Smoke case for $1.45 per month
On May 2, 2015, Mr. [redacted] activated the mobile number ending in [redacted]. Additionally, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of a Samsung Galaxy Tab S Bronze 16GB device. Mr. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments in the amount of $27.08.
As of the time of Mr. [redacted]’s purchase of the above-referenced equipment, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
T-Mobile records confirm that on December 27, 2015, Mr. [redacted]’s mobile number ending in [redacted] was cancelled when he ported his line to another service provider. It is important to note that as a result of a full payment not being received for the full balance owed on the account, Mr. [redacted]’s account reflected a rolling balance on each billing statement. Therefore, on January 2, 2016, Mr. [redacted]’s account reflected a past due amount of $195.02, for the December 2, 2015 billing statement, and a new balance owed of $234.64, increasing the balance owed to $429.66. On January 8, 2016, Mr. [redacted]’s mobile number ending in [redacted] was cancelled when he ported his mobile number to another service provider. T-Mobile records confirm that on January 11, 2016, Mr. [redacted]’s mobile number ending in [redacted] was cancelled at his request. On January 14, 2016, T-Mobile received a payment of $195.02, reducing the balance owed to $234.64.
As a result of the cancellation, Mr. [redacted]’s remaining EIP balances totaling $1,296.57 were accelerated to his February 2, 2016 billing statement, increasing the balance owed to $1,531.21. Records confirm that the last payment remitted of $150.00 was received, reducing the balance owed to $1,381.21. As payment was not received for the balance owed, on April 29, 2016, Mr. [redacted]’s account was transferred to Receivables Performance Management, a third-party collection agency.
Records confirm that as collection efforts were unsuccessful, on February 8, 2017, Mr. [redacted]’s account was transferred to Enhanced Resource Centers, a third-party collection agency, where it remains as of the date of this letter.
In an effort to amicably resolve the matter, although it is outside the 14 day return period, upon speaking with Mr. [redacted] on April 19, 2017, T-Mobile allowed Mr. [redacted] to return the above-reference equipment, in good working condition, within 30 days, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Records confirm that Mr. [redacted]’s equipment was received on April 21, 2017. Therefore, on that day, T-Mobile applied a credit of $1,381.21 to Mr. [redacted]’s account, reducing the balance owed to zero. 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. Mr. [redacted] has accepted this as a resolution to his 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.
Diana J[redacted]
Executive Response

April 27, 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 Mr. [redacted] was not satisfied with our previous correspondence to your office. As outlined in our previous correspondence, on August 11, 2015, Mr. [redacted] leased two Apple iPhone 6 Plus devices. Mr. [redacted] sent the two Apple iPhone 6 Plus devices to Apple for repair and Apple indicated he must provide proof of purchase in order for the devices to be returned to him.
Upon speaking with Mr. [redacted] April 25, 2017, he indicated he is in the process of unlocking the two Apple iPhone 6 Plus devices he sent for repair as a way to confirm with Apple proof of ownership. However, upon further speaking with Mr. [redacted] April 26, 2017, he indicated Apple cannot send the devices back as they would require proof of purchase documentation. T-Mobile advised Mr. [redacted] that we can assist with upgrading his phone lines, but we respectfully decline any discounts on new device purchases.
T-Mobile extended our offer of two replacement Apple iPhone 6 Plus devices sent from our office which Mr. [redacted] accepted as resolution. T-Mobile will send the devices to Mr. [redacted] unlocked as he requested. 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.
Jennifer G[redacted]
Executive Response

August 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 August 15, 2017, regarding the above-referenced account. Our records indicate the account holder of record is [redacted] and that [redacted] has been designated as an authorized user.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding equipment returns. Please be assured that T-Mobile strives 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 department and Executive Response Team.
T-Mobile records indicate on June 14, 2017, Mr. [redacted] started a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy S8 device. On June 27, 2017, the Samsung Galaxy S8 device was received at our warehouse. Unfortunately, the JOD lease was not ended upon return and Mr. [redacted] continued to receive monthly lease charges. On August 14, 2017, the JOD lease was ended and an adjustment in the amount of $265.31 was issued for the billed lease charges and for the inconvenience. On August 15, 2017, T-Mobile issued an additional adjustment in the amount of $81.91 for third party download charges.
In regards to Mr. [redacted]’s concerns about an Apple iPad Pro tablet; T-Mobile records indicate on June 21, 2017, Mr. [redacted] started a JOD lease for an Apple iPad Pro tablet. On August 20, 2017, T-Mobile received the return of the Apple iPad Pro tablet and the JOD lease was ended and Mr. [redacted] will no longer be billed for the tablet. T-Mobile issued an adjustment in the amount of $11.70 for return shipping costs. Please note T-Mobile does not have record we offered a credit in the amount of $13.60. On August 22, 2017, T-Mobile issued an adjustment in the amount of $100.00 for the inconvenience. The above credits impacted the account balance in the amount of $500.74 which updated the balance to $41.82. 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]-xxxx.
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted]
Executive Response

July 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 June 21, 2016, regarding the above-referenced account. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. Please be advised that Ms. [redacted] she opted to participate in our promotional offer to receive an Apple iPhone 6 with JUMP! On Demand (“JOD”). This would allow Ms. [redacted] to pay no more than $15.00 to $19.00 per month for her handset with a qualifying trade-in. The price would be adjusted with a monthly promotional credit over the course of the 18 month lease as long as Ms. [redacted] does not switch or JUMP! to another device for a total of $216.00. It is important to note that the only exception to this is that a customer may switch to the new Apple iPhone 6s with JUMP! On Demand between the dates of September 26, 2015, through December 31, 2015. T-Mobile records indicate that on September 22, 2015, Ms. [redacted] qualified for and took advantage of our JOD offering with the leasing option of an Apple iPhone 6 Plus 16GB handset in space grey. JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in 18 installments. Customers have the option of JUMPING! their device up to 3 times in a 12 month period. However, should the customer choose to retain the device at the end of the 18 months they are provided with a lease purchase option price to own the device. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement. Please be advised that at the time of Ms. [redacted]’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. T-Mobile records reflect that on September 22, 2015, Ms. [redacted] traded in two eligible devices and as such she has received the promotional credits in the amount of $12.00 per month per handset. Please note that this reduces her monthly price from $31.00 per month to $19.00 per month. It is T-Mobile’s position that the promotional credits were applying to the account correctly to Ms. [redacted]’ line ending in 1311 and that from September 2015 through October 2015 she received a total of $36.00 in promotional credits. Please be advised that on November 14, 2015, Ms. [redacted] JUMPED! her Apple iPhone 6 Plus 16GB handset to the new Apple iPhone 6s Plus 16GB handset in Gold. Please be advised that at the time of Ms. [redacted]’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. Per the aforementioned JOD Amped! Program Ms. [redacted] would retain the $12.00 monthly discount thus reducing her monthly installment from $31.00 plus taxes to $19.00 plus taxes for the remaining 18 months. Regrettably, due to an inadvertent error Ms. [redacted]’ discount did not transfer to the new handset. In an effort to resolve Ms. [redacted]’ concerns, on June 27, 2016, T-Mobile issued a one-time credit for the remaining amount of $180.00, resulting in a reduced balance of $86.18. Ms. [redacted] then remitted a payment in the amount of $86.18, thus bringing her current account balance to zero. 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. 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. Shannon R[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Just want to make note that they stated my plan did not qualify for the promotion, but I was notified by the customer service rep selling me the phones that I did qualify so I was at no fault on my part. 
Sincerely,
[redacted]

January 18, 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 12, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret Ms. [redacted]’s experience with the migration of her above-referenced account to her business account. T-Mobile records indicate that on September 5, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung S7 Edge 32GB handset. 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. Ms. [redacted] was not required to make a down payment; however, she agreed to pay $46.80 for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.50, which appeared on the first bill following the purchase of the device. On the same day of the above purchase; however, our records indicate Ms. [redacted] took part in the migration of her personal account to the business account number [redacted]. This migration, or Change of Responsibility (“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. It should be noted that T-Mobile records indicate the account holder of record for the new business account is Primerica, and that Ms. [redacted] as an authorized user of this account. As part of this process, the newly created EIP for the Samsung S7 Edge referenced above was set to be transferred to the new account; however, upon review of the transfer the confirmation email sent to Ms. [redacted] was unsuccessfully delivered and the EIP subsequently remained on her personal account. When the personal account ending was cancelled, the remaining EIP balance of $747.49 was accelerated and billed to her final billing statement dated September 28, 2016. Furthermore, as Ms. [redacted]’s final billing statement that included the above accelerated EIP balance and final prorated recurring service charges totaling $1,178.58 remained unpaid, on December 26, 2016 the account was referred to the third-party collection agency Receivables Performance Management.
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued a credit to her account in the amount of $1,178.58 to bring the account to a zero balance. This will allow Ms. [redacted] to continue utilizing the Samsung S7 Edge with the new business account with no further financial responsibility for the equipment. 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]’s credit report to reflect the change. 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. Kimo C[redacted] Executive Response

Revdex.com:
TO WHOM IT MAY CONCERN:Please be aware that complaint ID: [redacted] which I filed on 8/9/16 has been resolved by T-Mobile USA and myself. They called me and we came to an agreement.Thank you for your help in resolving this matter. Please consider this complaint withdrawn and/or resolved.Signed, [redacted]
Miami, FL 33174

June 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 June 1, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. We regret any concerns Mr. [redacted] may have experienced regarding being billed an out of warranty fee. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S6 on June 19, 2015. By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his 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. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. In an effort to amicable resolve this matter. T-Mobile has credited the out of warranty fee of $425.00. It should be noted that this left an amended balance on Mr. [redacted]’s account of $178.57 that consist of monthly services charges from April, 27, 2016, through May 26, 2016. . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response