T-Mobile Usa Inc

February 13, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence February 5, 2018, regarding the above-referenced account.  T-Mobile regrets any handset concerns Mr. [redacted] has experienced.  T-Mobile records indicate Mr. [redacted] initiated a JUMP! On Demand (“JOD”) lease for a ZTE Zmax Pro handset on August 29, 2017, for mobile number ending [redacted].  At the time of Mr. [redacted]’s lease signing, he was not required to remit a capital cost reduction payment, agreed to 18 monthly payments of $8.00 plus applicable taxes, and a purchase option price of $35.99.  Additionally, Mr. [redacted] subscribed to our Premium Device Protection (“PDP”) feature for $7.00 per month for mobile number ending [redacted], which provided insurance for damage, as well as extended warranty coverage for the handset in use with the subscribed mobile number. By purchasing or leasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device.  During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his 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.  Please be advised that with each handset purchase a set of Terms and Conditions including the Limited Warranty policy is provided.  This Limited Warranty states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.”  T-Mobile records reflect that Mr. [redacted] participated in the Limited Warranty Exchange process on August 18, 2017.  However, upon inspection of the non-working Zmax Pro handset, it was determined that the handset had sustained physical damage, and Mr. [redacted] completed an insurance claim for the handset on October 25, 2017.  Further, our records indicate Mr. [redacted] participated in the Warranty Exchange program a second time on February 4, 2018, and a replacement Zmax Pro handset was sent to a T-Mobile retail location to complete the exchange.  As of the date of this letter, the warranty exchange has not been completed by Mr. [redacted].After speaking with Mr. [redacted], on February 9, 2018, in an effort to amicably resolve his concerns, T-Mobile offered to accept the return of the Zmax Pro handset in like new condition for credit of the remaining balance owed on the JOD lease.  T-Mobile also provided instructions to return the handset should Mr. [redacted] choose to accept the offer.  Additionally, T-Mobile offered a discount of $100.00 off the purchase of the handset of Mr. [redacted]’s choosing, and offered to bill the associated down payment of the handset purchase to his account.  To accept this offer, we ask that Mr. [redacted] return the Zmax Pro handset, and contact our office at the number listed below by February 28, 2018.  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate the opportunity to address 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.Ronnie A[redacted]Executive Response

July 1, 2015FILEDELECTRONICALLY 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 correspondencedated June 24, 2015, regarding the above-referenced account.   T-Mobile recordsconfirm that Ms. [redacted] canceled her account on April 20, 2015, when sheported her mobile number ending in [redacted] to another service provider.  Ms. [redacted]’s billing cycle ran from the 19thof one month to the 18th of the following month.  Pursuant to T-Mobile policy, customers may bebilled through the end of their current billing cycle if they cancel theirservice mid-cycle.  Accordingly, Ms.[redacted] was billed through May 18, 2015. As a courtesy to Ms.[redacted] and in an effort to amicably resolve this matter, T-Mobile issued acredit to the account in the amount of $88.13 for the charges billed on Ms.[redacted]’s final billing statement dated May 19, 2015.  Therefore leaving Ms. [redacted]’s accountclosed with a zero balance.  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Aida A[redacted]Executive Response

August 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 correspondence dated August 11, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] with regards to his iPhone rebate. From March 31, 2016, to April 29, 2016, postpaid customers who purchased an Apple iPhone on an Equipment Installment Plan (“EIP”) were eligible to get one-half off a second Apple iPhone when they activated a new line of service. Please be advised that along with several other qualifying rules, postpaid customers were to submit a rebate on our promotion website, t-mobile.com/promotions, within 30 days of purchasing the second device. Please note that if eligible, customers were to receive a prepaid debit card for the cost of the phone within eight weeks after the above-mentioned rebate submission was completed. Our records indicate that Mr. [redacted] did not complete the rebate process explained above and as a result he was not eligible for the above offer. T-Mobile regrets any inconvenience this may have caused. On August 12, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to close Mr. [redacted]’ iPhone EIP for his phone line ending in 5235 in the amount of $341.64 and issued a bill credit in the amount of $34.18. Mr. [redacted]’ account balance reflects a revised credit balance of $34.18. Mr. [redacted] agreed to this offer as 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. Cesar R[redacted] Executive Response

May 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the Carrier Freedom reimbursement for her trade-in devices. As can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement which are available at https://www.switch2t-mobile.com. It is important to note that customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account.
Please be advised our records confirm although Ms. [redacted]’s account was activated on February 24, 2017, T-Mobile has not located an online submission that included her final billing statement from her previous carrier. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore we ask that she send our office a copy of her final billing statement from her previous provider so that we may review it for qualifying charges. Ms. [redacted] may send her final billing statement to my attention at:
Executive Response Team
Attn: Adrianne F[redacted]
P.O. Box 37380
Albuquerque, NM 87176-7380
or via email at:
[email protected]
Once Ms. [redacted]’s documentation is received, we will apprise her of our findings.
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 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.
Adrianne F[redacted]
Executive Response

January 17, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      Mr. [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 January 7, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.  In addition, our records confirm that the account holder designated Mr. [redacted] as an authorized user on the account.
 
T-Mobile regrets that Mr. [redacted] was a victim of handset fraud.  Please be advised that T-Mobile takes the privacy and security of our customer’s accounts very serious.  T-Mobile has completed its investigation of this matter and determined that the allegation of handset fraud has been substantiated.  Therefore, Mr. [redacted] has been absolved of all financial responsibility for the equipment purchases that took place on December 7, 2016.  On January 12, 2017, T-Mobile closed all of the Equipment Installment Plans (“EIP”) that were open on December 7, 2016 and all charges associated with the disputed equipment have been credited in full.  T-Mobile confirmed that the Google Pixel promotion that Mr. [redacted] qualified for has not been removed from the account and he will continue to receive the monthly credits offered with this promotion. 
 
As of January 17, 2017, Mr. [redacted]’s revised balance is $78.04 and payment is due by today. 
 
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

May 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has in regards to our JUMP! upgrade program and his daughter’s returned device. T-Mobile records confirm on September 11, 2016, a JUMP! upgrade order was placed for an iPhone 7 Rose Gold 32GB device for Mr. [redacted]’s number ending in 3055. Please note that the mobile number ending in [redacted] was previously using an iPhone 6S Rose Gold 16GB device with serial number [redacted] which was expected to be returned as part of the JUMP! upgrade.
Regretfully, T-Mobile records do not indicate any calls were received regarding the iPhone 6S returned device until Mr. [redacted] called on April 19, 2017. At that time, Mr. [redacted] called and a research form was filed to locate the missing device. A hold was placed on the account as a courtesy to keep it from suspension while this matter was in dispute. Additionally, on April 30, 2017, a courtesy credit of $27.09 was applied for the iPhone 6S monthly EIP charge.
We are pleased to report that on May 9, 2017, the Handset Research Team confirmed that we received the device and in accordance with our JUMP program, T-Mobile closed the EIP for the iPhone 6S Rose Gold 16GB with serial number [redacted]. Five additional credits of $27.09 were applied to the account, providing a total of six credits for previously billed monthly EIP charges.
Please be advised that on May 15, 2017, T-Mobile applied an additional credit of $27.09 to provide a total of seven months’ worth of EIP credits for the iPhone 6S. Mr. [redacted]’s current account balance was reduced to $40.83. On May 18, 2017, we spoke with Mr. [redacted] and confirmed the iPhone 6S device was received, the EIP was closed and credits have been applied for the last seven months. Mr. [redacted] stated he understood and accepted this resolution. T-Mobile regrets any inconvenience.
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.
Daniel R[redacted]
Executive Response

July 26, 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 July 12, 2017, regarding the above-referenced account.  After careful review, it is T-Mobile’s position that [redacted] and [redacted] are one and the same.   T-Mobile regrets any handset concerns Ms. [redacted] has experienced.  T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Light handset on September 30, 2014.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.   T-Mobile records confirm that on January 30, 2017, Ms. [redacted] entered into an Extended Payment Schedule (“EPS”) by receiving a credit of $355.35 and agreeing to a series of eight monthly installments of $44.41.  It is important to note that when customers have an active EPS on their account, they are not eligible for handset upgrades on Equipment Installment Plans (“EIP”).   On July 9, 2017, Ms. [redacted] contacted T-Mobile because her Samsung Galaxy Light handset was not working properly.  Since the Limited Warranty had expired on the Samsung Galaxy Light handset, Ms. [redacted] was unable to utilize T-Mobile’s Handset Exchange Program.  At that time, Ms. [redacted] requested to upgrade her son’s handset by utilizing our EIP.  However, due to the active EPS on Ms. [redacted]’s account, she was unable to utilize our EIP.   T-Mobile records confirm that Ms. [redacted] cancelled her mobile number ending in 9293 on July 10, 2017.  On July 14, 2017, Ms. [redacted] cancelled her mobile number ending in [redacted] when she ported the number to another service provide.  At that time, Ms. [redacted] participated in a rate plan change by selecting the T-Mobile ONE individual rate plan for $75.00 monthly.   On July 23, 2017, in an effort to amicably resolve this matter, T-Mobile issued a courtesy credit in the amount of $329.73 for the remaining EPS balance and monthly access charges from June 11, 2017 through July 10, 2017.  Ms. [redacted]’s account currently reflects a zero balance and she is now eligible to upgrade with EIP.  T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   William B[redacted] Executive Response

July 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 July 20, 2017, regarding the above-referenced account.
T-Mobile regrets any ongoing concerns Mr. [redacted] has experienced regarding identity theft and allegations of fraud. In Mr. [redacted]’s correspondence, he indicates that T-Mobile has not attempted to contact him via phone. Additionally, Mr. [redacted] also expresses concerns with disclosing Personal Identifying Information (“PII”) via email communication.
Please be advised that upon receiving Mr. [redacted] initial correspondence dated July 3, 2017, T-Mobile made the following attempts to contact Mr. [redacted]:
• July 6, 2017, T-Mobile attempted to contact Mr. [redacted] at the number ending in [redacted]. We were unable to leave a voicemail, as Mr. [redacted]’s voicemail was full.
• July 7, 2017, T-Mobile attempted to contact Mr. [redacted] at the number ending in [redacted]. We were unable to leave a voicemail, as Mr. [redacted]’s voicemail was full.
• July 7, 2017, T-Mobile contacted Mr. [redacted] via email. In our email, we advised Mr. [redacted] to contact us via his choice of phone or email so that we may address his concerns.
• July 10, 2017, T-Mobile attempted to contact Mr. [redacted] at the number ending in [redacted]. We were unable to leave a voicemail, as Mr. [redacted]’s voicemail was full.
• July 10, 2017, T-Mobile contacted Mr. [redacted] via email. In our email we advised Mr. [redacted] to contact us via his choice of phone or email so that we may address his concerns.
Upon receiving your correspondence dated July 20, 2017, we attempted to reach Mr. [redacted] once again at the number ending in [redacted]. Once again, we were unable to leave a voicemail, as Mr. [redacted]’s voicemail was full. As we were unable to reach Mr. [redacted] via phone, an email was sent to Mr. [redacted] advising Mr. [redacted] that he may contact me at the number below to provide the account number in question or his social security number as a means of locating his account. Upon receiving our email, Mr. [redacted] contacted us via phone and provided the necessary information to locate the account in question as T-Mobile account number [redacted].
As our fraud team is currently reviewing Mr. [redacted]’s concerns we will continue to work with him toward an amicable resolution. Once information is received from our fraud team we will contact Mr. [redacted] and apprise him of our findings.
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

December 6, 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 29, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction.
 
We are sorry to hear that Mr. [redacted] had any concerns regarding our Black Friday Promotion. From November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with an unlimited data feature who trade-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy S7 edge, or LG V20 for free after bill credits.
 
Our records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 Edge device on November 25, 2016, during the Black Friday promotion. As his original device, the LG G4 was not yet paid in full, Mr. [redacted] was asked to make a one-time payment in the amount of $138.50 in order to qualify for the promotion, even though he subscribes to JUMP! 2.0 feature. It is important to note that the JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.  Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device when they enrolled in JUMP!2 with no waiting period.  However, in order to qualify for this particular offer the traded in phone had to be fully paid off and could not be combined with the JUMP! Upgrade option. Nonetheless, as a courtesy and an effort to amicably resolve Mr. [redacted]’s concerns regarding the additional payment, T-Mobile offered to reimburse his one-time payment of $138.50 as a bill credit, leaving his account with a credit balance of $23.55.
 
Additionally, our records reflect that Mr. [redacted] was subscribed to Simple Choice Unlimited with $15.00 6GB of data and was changed to the T-Mobile ONE to meet the rate plan qualification for the offer. We apologize if it was not Mr. [redacted]’s intentions to change the plan. Therefore, on November 29, 2016, T-Mobile contacted Mr. [redacted] and offered to reverse the plan change and move his back to the Simple Choice Unlimited and simply add on the unlimited internet for $20.00 a month; allowing him to keep the benefits of his previous plan and still take advantage of the Black Friday Promotion to receive his device for free after the bill credits which he has accepted and considers this matter resolved to his satisfaction.
 
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

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 11, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the handsets orders on his account. T-Mobile records reflect that Mr. [redacted] activated T-Mobile service on January 29, 2016, at which time he took advantage of our Buy one Smartphone, get 50% off second Smartphone offer when ordering two Apple iPhone 6s 64GB devices on order number [redacted]. At the time of the order, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the two Apple iPhone 6s 64GB devices. 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. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $99.99 and agree to a series of 24 monthly installments in the amount of $42.72. On January 31, 2016, Mr. [redacted] contacted T-Mobile and requested to pay the remaining EIP balance for the two Apple iPhone 6s 64GB devices, totaling $982.26. As such, the EIP was accelerated and Mr. [redacted] made a payment totaling $982.26. T-Mobile has reviewed Mr. [redacted] order number [redacted]; our records reflect that during transit, the equipment was lost by UPS. On February 9, 2016, Mr. [redacted] placed another order for two Apple iPhone 6s 64GB devices on order number [redacted]. At the time of his purchase, Mr. [redacted] elected to pay for the two handsets in full, totaling $1,192.47. On February 29, 2016, T-Mobile started an investigation into the lost equipment with UPS. Please note this investigation is still ongoing as of March 16, 2016. Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned. We have reviewed our records and on January 31, 2016, Mr. [redacted] remitted a payment in the amount of $982.26. This payment was later backed out of by the financial institution on March 3, 2016. As such, a $35.00 returned payment fee was applied. In an effort to amicably resolve this matter, on March 3, 2016, T-Mobile applied a credit for the return payment fee in the amount of $35.00. In addition, on March 16, 2016, T-Mobile applied a credits totaling $1,044.98 for the EIP charges associated with the two missing Apple iPhone 6s 64GB devices. Mr. [redacted] account now reflects a remaining balance in the amount of $2.28. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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. Zachary S[redacted] Executive Response

September 6, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our T-Mobile Tuesdays (“TMT”) offering.  We appreciate the opportunity to respond to this matter.   In 2016, T-Mobile announced its TMT offering as a way to thank our valued customers.  Please note that customers such as Mr. [redacted], may participate in any of our TMT offerings and take advantage of any prize or promotion available.  It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations.    Upon further review of Mr. [redacted]’s correspondence to your office, we understand that he is concerned with our recently offered TMT prize including a complimentary vehicle oil change provided by Meineke U.S. Please be advised that this offering included a free basic oil change including an oil filter for vehicles that accept either a 5W20 or 5W30 oil viscosity.  Please be advised that this promotional offering provides customers a $24.95 value.  Should any customer’s vehicle require an alternate oil viscosity, they can then use the promotional offer for $25.00 off of an appropriate oil change for their vehicle.  It should be noted that not all Meineke U.S. locations participated in this offering and we regret if the location selected by Mr. [redacted] was not participating.    Our records indicate that the line ending in 5324 redeemed the TMT prize for a Groupon offering of 30% off local Groupon.    Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns upon speaking with him on August 27, 2017, T-Mobile as offered a onetime courtesy of $25.00 account credit to honor the complimentary vehicle oil change provided by Meineke U.S. and 30% to honor the local Groupon off his monthly bill charges.  The total credit to be applied is $88.34, which reduced the balance to $122.81, due September 11, 2017.  T-Mobile regret any inconvenience caused 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.   Sharon B[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,
Howard [redacted]

December 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. XXX-XXX-[redacted] and XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 21, 2017, regarding the above-referenced prepaid numbers.
We regret any concerns Mr. [redacted] has regarding his T-Mobile prepaid services. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s visit to our retail location.
T-Mobile records confirm Mr. [redacted] activated two lines ending in [redacted] and [redacted] on November 8, 2017, and subscribed to the Simply Prepaid Unlimited Talk, Text, and 10GB of 4G LTE data for $50.00 monthly each.
It is very important to note T-Mobile Prepaid rate plans include international calling, and texting with T-Mobile’s World Class rates. However, T-Mobile prepaid rate plans do not include international data roaming. As such, on November 13, 2017, and spoke with our Customer Care specialist regarding his data roaming and was advised his rate plan does not support international data roaming. Furthermore, per T-Mobile’s terms and conditions which can be found on our website www.T-Mobile.com “Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances, lost or stolen prepaid cards, or coupons.”
Please be advised on November 27, 2017, our Executive Office spoke with Mr. [redacted] and he advised he had disputed the charges with his credit card company and received a full refund. As such, T-Mobile will close the prepaid accounts effective immediately. 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.
Christopher P[redacted]
Executive Response

Tell us why here...

May 25, 2017
FILED ELECTRONI**LLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns regarding his account billing. Review of Mr. [redacted]’s account indicates that mobile numbers ending in [redacted] and [redacted] were subscribed to our grandfathered $180.00 Simple Choice Unlimited Talk and Text rate plan.
T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr. [redacted]’s account when the five mobile numbers ending in [redacted], and [redacted] were moved to a new customer’s account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
Upon the completion of the COR, mobile numbers ending in [redacted] and [redacted] remained active on Mr. [redacted]’s account. Mr. [redacted]’s account continued on the above mentioned price plan as the promotional Two Lines for $100.00 price plan he had requested was grandfathered and therefore no longer available.
With regards to Mr. [redacted]’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headset. Further records confirm that on March 18, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another service provider. Furthermore, on the same date Mr. [redacted] contacted our Customer Care team and requested cancellation of mobile numbers ending in [redacted] and [redacted]. Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, 2017. Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation.
Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr. [redacted]’s account without his consent. As such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $99.99 to Mr. [redacted]’s account for the cost of the Samsung VR headset.
As Mr. [redacted] requested, on April 7, 2017, mobile number ending in [redacted], and [redacted] were cancelled. On April 12, 2017, Mr. [redacted] contacted Customer *Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same date. Upon cancellation On May 9, 2017, Mr. [redacted]’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellation. In an effort to amicably resolve this issue, T-Mobile applied a credit of $203.65 to Mr. [redacted]’s account to bring his outstanding balance to zero. As such, Mr. [redacted]’s account remains closed with a zero balance.
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.
[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 concerns Mr. [redacted] experienced with his T-Mobile promotions and appreciates the opportunity to respond to his concerns.
T-Mobile records confirm that Mr. [redacted] is eligible and participating in our 2016 Friends and Family 2 Lines on Us and our LG G PAD On Us promotions. Please note that our 2016 Friends and Family 2 Lines On Us promotion was available from November 18, 2016, through November 22, 2016. Our records further indicate that as of Mr. [redacted] is receiving his $20.00 promotional credits as of December 4, 2016 on his LG G Pads making them free.
In addition, as Mr. [redacted] states in his correspondence, he has two Mobile Internet (“MI”) lines and each of them are subscribed to our Simple Choice North America Mobile Internet rate plan with 4G speeds up to 6GB for $35.00 per month. Please note that by being on an account with an active voice line his MI line is eligible for a $10.00 hybrid discount. Our records indicate that as of December 14, 2016, Mr. [redacted] is receiving the $25.00 promotional credit and the automatic $10.00 hybrid credit for his lines making them free. It is important to note that Mr. [redacted] is receiving the promotional credits on his MI lines because these are the lines that were activated during the promotion available date.
As of April 19, 2017, Mr. [redacted] has six mobile numbers and is subscribed tour Simple Choice Family Unlimited Talk, Text, and Data with 4G speeds 4 lines for $150.00 per month. Mr. [redacted] receives his additional two mobile internet lines for free. Mr. [redacted]’s monthly recurring charges are $150.00 per month before applicable taxes. As of April 19, 2017, Mr. [redacted]’s account balance is $207.40, which consists of his monthly recurring charges from February 14, 2017 through March 13, 2017, final Equipment Installment Plan (“EIP”) payment of $29.16 for his Samsung Galaxy Note 4, $5.00 late payment, and applicable taxes.
Should Mr. [redacted] have any additional questions he may contact me at the number provided below.. Additionally, Mr. [redacted] may also view his billing statement online at wwww.MyT-Mobile.com. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

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. Thank you so much for your help!Sincerely, [redacted]

January 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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 9, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our retail location. T-Mobile records reflect that Mr. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 devices and two Samsung Galaxy S7 Edge Cases. Mr. [redacted] was not required to remit a down payment but did agree to two installments of $28.75 for the Samsung Galaxy S7 devices for a period of 24 months and two installments of $1.67 and $1.27 respectively for the cases for a period of 24 months. Please be advised T-Mobile has no record of Ms. [redacted] being provided with any promotional offer to receive the Samsung Galaxy S7 for $100.00. Additionally, T-Mobile has reviewed the documentation provided to Ms. [redacted] in store, and was able to verify that Ms. [redacted] agreed to purchase the two cases. Nevertheless, in an effort to amicably resolve this matter, on January 10, 2016, T-Mobile removed the remaining balance owed on the cases in the amount of $67.06. Furthermore, T-Mobile applied a credit in the amount of $561.24 to the remaining balance owed on one of the Samsung Galaxy S7 devices reducing the remaining EIP balance for this device to $100.00. Upon speaking with Ms. [redacted] she accepted this as resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

September 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced prepaid number.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset replacement and appreciates the opportunity to address her concerns. T-Mobile records reflect that Ms. [redacted] purchased a ZTE Coolpad Catalyst on October 27, 2016, at full retail cost. Provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care.
For our pre-paid customers like Ms. [redacted], T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. Our records indicate that Ms. [redacted] contacted Customer Care on June 24, 2017, to initiate a post exchange and at this time Ms. [redacted] was given the directions to send the defective unit to our warehouse where the device exchange would be processed. Unfortunately, Ms. [redacted] was given the incorrect address for shipping fulfillment.
Ms. [redacted] contacted Customer Care on July 5, 2017, at which time she was given the correct shipping address to return the non-working equipment. Unfortunately, T-Mobile has been unable to locate the equipment and has blocked the IMEI from the T-Mobile network since Ms. [redacted] has explained that she is no longer in possession of the equipment.
In an effort to amicably resolve Ms. [redacted]’s concerns, on September 5, 2017, T-Mobile sent a replacement ZTE Coolpad Catalyst to the address Ms. [redacted] provided in her correspondence to your office. As an additional gesture of goodwill, on August 29, 2017, Ms. [redacted] was given additional credits totaling $200.00, resulting in a credit balance of $221.01 that will be applied towards future recurring charges.
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 contact with our Customer Care Department. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted]
Executive Response

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. However, I called Chris P[redacted] and left him a message about the documents I emailed it to him as he requested. I haven't heard from him since the last time we spoke. 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 found them to be most accommodating and helpful in my situation.Sincerely, [redacted]