T-Mobile Usa Inc

April 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 16, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] had with the data features on his account. Please note that in November 2015, in order to provide customers with a better data experience and to provide better value to our existing customers, we doubled the minimum data included in all of our Simple Choice Family Time plans from 1GB to 2GB. T-Mobile customers were not required to contact Customer Care to receive this benefit as the system was to automatically update their rate plans to include the additional data. Unfortunately, Mr. [redacted]’s account did not reflect these automatic changes. However, on April 6, 2016, Mr. [redacted] contacted Customer Care and during this call we update his account to reflect 2GB of data for each line at no additional cost. In an effort to amicably resolve this issue, T-Mobile has applied a $150.00 credit to Mr. [redacted]’s account to provide him with one month of service at no cost. This credit left Mr. [redacted]’s account with a credit balance of $150.00 and he may verify this by visiting www.T-Mobile.com, his myT-Mobile application on his phone, or by dialing #225# on his T-Mobile device. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: they only fixed on one side of the issue. I need to have the interest taken care of and my credit needs to be fixed as well as hers. It was a two sided issue and they are only resolveing a part of it. They should have contacted on both ends. I don't know why they are getting away with ruining my credit or hers.  The credit needs to be fixed for both of us. This is two cases and they need to handle both of them fairly.Sincerely,[redacted]

December 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: *** ***
Your File No. ***
T-Mobile Account No. ***
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 11, 2017, regarding the above-referenced account. We are pleased to report that Ms. ***’s concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any ongoing concern that Ms. *** has experienced regarding her reimbursement. We appreciate the opportunity to respond to this matter.
Pursuant to our letter to your office dated December 1, 2017, on November 30, 2017, T-Mobile’s Executive Office contacted Ms. *** and with Ms. ***’s authorization, T-Mobile contacted her Original Service Provider to substantiate her outstanding equipment balance. As a result of this interaction, T-Mobile found that Ms. *** was eligible to receive a $650.00 reimbursement. Accordingly, on November 30, 2017, T-Mobile’s Executive Office provided approval for the issuance of a $650.00 prepaid debit card reimbursement.
It should be noted that on December 1, 2017, Ms. ***’s aforementioned reimbursement was processed and a request was submitted to CitiBank to issue Ms. ***’s reimbursement card.
Please be advised that on December 16, 2017, T-Mobile contacted Ms. *** regarding her concerns and Ms. *** confirmed that she received her reimbursement, was able to activate and use the prepaid debit card. As of now, Ms. *** confirmed that her concerns have been resolved.
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. ***.
Very truly yours,
T-MOBILE USA, INC.
Jason A***
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]
 
I have shipped back the tablet

April 10, 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 5, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] had concerns with our Free Add-A-Line: This One’s On Us offer.  Mr. [redacted]’s third line of service was not activated during the promotional offering, which is why he was previously advised that he would not be eligible to receive the third line free.  Nevertheless, as a gesture of goodwill, T-Mobile added the Free Add-A-Line: This One’s On Us offer promotion to Mr. [redacted]’s account and he will receive a monthly bill credit for the Add-A-Line monthly charge for his third line of service.  From March 1, 2017 through March 5, 2017, customers with an eligible rate plan that have at least two paid lines of service could activate an additional voice line and receive monthly bill credits for monthly recurring charge for the third line of service, up to $25.00 per month.   On February 25, 2017, Mr. [redacted]’s account was activated with his mobile number ending in [redacted] from Express Locations, which is a third party authorized dealer for our products and services.  On March 4, 2017, Mr. [redacted] activated the mobile number ending in [redacted] and the account rate plan was subscribed to our promotional 2 Lines TMO ONE All In Promotional rate plan for $110.00 for two lines of service.  Mr. [redacted]’s third line of service ending in 4055 was not activated until March 24, 2017, which was well after our Free Add-A-Line: This One’s On Us offer ended and he was advised on March 16, 2017, prior to the activation of this line of service, that it would not be eligible to qualify for the promotion as it was not activated during the promotional period.   Mr. [redacted] is receiving a monthly bill credit as he qualified for our Insider Hookup offer.  From February 17, 2017 through March 31, 2017, employees were able to each provide up to five potential new customers with a referral code when activating a new line of service and with that code the customer receives a 20% off of standard T-Mobile ONE Voice pricing for all lines of service.  With this offer, Mr. [redacted] will receive 20% off the monthly recurring charges for each line of paid service.  In addition, Mr. [redacted] is enrolled in AutoPay and receives a $5.00 monthly billing discount per line of service, which provides a $5.00 per line of paid service monthly bill credit.  Finally, Mr. [redacted] will also receive a monthly credit for the third line of service.   T-Mobile appreciates Mr. [redacted]’s business.   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

Revdex.com:
I spoke with Belen Lopez with T-Mobile and was extremely satisfied with how she handled the entire issue. If I ever have any problems with [redacted], I would enjoy doing future business with T-Mobile if their coverage includes the areas that I frequent most. 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 for all your help in bringing this issue to a close.
Sincerely,
[redacted]

November 4, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 28, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding the change of responsibility (COR) completed for her account. T-Mobile strives to provide the most up to date information regarding billing. As such, billing amounts are not finalized until the close date after the COR. 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 requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate Ms. [redacted]’s account was cancelled on May 16, 2015, via COR. Accordingly, T-Mobile generated a final bill in the amount of $225.09. This balance consisted of a final Equipment Installment Plan (“EIP”) charge in the amount of $80.00, a prorated monthly recurring charge in the amount of $13.33 for service dates May 11, 2015 to May 15, 2015, and a past due balance in the amount of $127.64. T-Mobile provided Ms. [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on June 13, 2015, T-Mobile transferred Ms. [redacted]’s account to a third party collection agency, [redacted] Inc., in an attempt to collect the past due balance. Please note that if an account is transferred to a third party collection agency to collect a past due balance, a collection fee may be assessed, which is typically based on the past due balance at the time of transfer. As of November 4, 2015, Ms. [redacted]’s account balance is $225.09. It is T-Mobile’s position that the balance is valid and owed. In an effort to amicably resolve the matter, should Ms. [redacted] remit payment in full directly to T-Mobile, then T-Mobile will request that Ms. [redacted]’s account be removed from any third-party collections and instruct the collection agency to delete any negative information reported to the credit bureaus relating to this account. T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Customers can make a payment via the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. Should Ms. [redacted] like to remit payment via our lockbox she may mail payments to: [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

August 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 August 6, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account, and we are sorry to lose him as a customer. T-Mobile records reflect on July 14, 2017, Mr. [redacted] activated three mobile numbers ending in [redacted], [redacted], and [redacted]. At the time of activation, Mr. [redacted] paid $25.00 per line of service for a SIM card activation kit.
On July 30, 2017, Mr. [redacted] cancelled his services when he transferred his lines of service to a new wireless provider. T-Mobile provides a 14-day return period which allowed Mr. [redacted] to use the service to see if it meets his needs. Regretfully due to issues with service, Mr. [redacted] elected to not continue service with T-Mobile.
On August 9, 2017, T-Mobile contacted Mr. [redacted], and explained that his account was billed by a system known as “bill current.” This means that charges for the rate plan are billed in advance of the service being provided and become due within that billing cycle. T-Mobile has aligned our billing with the standard of all carriers which takes many factors into play including covering the costs associated with complying with porting regulations, simplification of final billing, and the billing system standard. As a result of Mr. [redacted] cancelling services on July 30, 2017, his following billing statement will reflect adjustments for the period of time that the service was not active. T-Mobile offered to review the following billing statement on August 16, 2017, and then discuss options for refunding the portion of service Mr. [redacted] had paid for in advance, as well as discuss refunds of the SIM card costs.
On August 16, 2017, T-Mobile contacted Mr. [redacted], and regretfully was unable to reach him. A voicemail was deposited on Mr. [redacted]’ contact number listed in his correspondence to discuss T-Mobile’s proposed resolution. In an effort to amicably resolve the matter, T-Mobile offers to issue Mr. [redacted] a refund totaling $145.00 in the form of a prepaid MasterCard to be sent to the address he provides, which includes one-half of his previous monthly access charges of $70.00, as well as the three $25.00 charges for the SIM card activation kits. T-Mobile will leave this offer open for 14-days from the date of this letter for Mr. [redacted]’ consideration, and he may contact our office directly at the number below if he would like to take advantage of the proposed offer.
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

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 T-mobile for your understanding and removing the charges from my account.. highly appreciated it.Sincerely, [redacted]

June 23, 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 15, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate that Mr. [redacted] activated his account on June 14, 2011, at which time he agreed to keep his service active for 24 months. T-Mobile records confirm that Mr. [redacted] canceled his account on May 30, 2012, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 25th of one month to the 24th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through June 24, 2012. Please note that as the cancelation of service was prior to the agreed upon terms, Mr. [redacted] was assessed a $200.00 early termination fee on the final billing statement. Due to continued non-payment on June 15, 2015, Mr. [redacted]’s account was transferred to Credence Resource Management, a third-party collection agency. While we do regret any concerns, our review has confirmed that Mr. [redacted] was billed appropriately. On June 20, 2016, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $548.83 to the account for the early termination fee, monthly access charges from April 25, 2012 through June 24, 2012, collection fee, and applicable taxes. Mr. [redacted]’s account remains closed with a zero balance. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

Revdex.com:
Tmobil sent me  the total refund.
Thank you very much for all your help.
I APPRECIATE You and your team for everything you have done to resolve this serous issue.
 
Thank you 
 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. For the record, T-Mobile made one (1) attempt to contact me during regular business hours, the other attempt was on saturday evening. On the other hand, we reached out to them several times during regular business hours to no avail. This fact is easily verifiable through my current bill form my current phone carrier and it makes no sense why T-Mobile flat out lies instead of dealing with the issue. Such business practices affect more than one costumer and the company is bound to have open cases again if they don't remedy. With regards to porting out, again that was done 1 day after the initial agreement, and that delay was due to T-mobile. Again the porting on the 15th was contingent upon T-Mobile fulfilling their obligations prior to that date, not at 9 pm on the 15th. We still honored the agreement and ported out the following morning, during regular business hours. As per the 15$ credit, that is no credit, but a refund of an expense that I shouldn't have to make all together. $15 covers only shipping costs, and it does not take into account time, gas, and other resources.  However this is what we had previously agreed on, and we did this as a courtesy to T-Mobile. As per the last month credit that T-mobile mentions, it is true, they did credit in full our last bill, however this was not a retribution for professional and personal time and resources spend over a period of 3 months to deal with issues created by T-Mobile. This credit was to make up for the lack of service all of our 5 lines had. We could not even receive text messages from one another in the same room, let alone calls from other family, friends and most importantly work. Some of us do freelance work and missed out on quite a few projects mainly due to not receiving calls, messages. We have accepted T-Mobile's offer, however we are not satisfied at all with the resolution, since we have lost quite a bit in this whole affair and T-mobile continues to lie, not take responsibility and of course avoids to pay any retribution whatsoever even after causing so much professional and personal damage to five (5) costumers at once. We are only accepting the response due to medical reasons, otherwise we would've seen T-Mobile in court! Thank you so very kindly to Revdex.com for their professionalism. 
 
 
 
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. Thank you Revdex.com for helping me through out. This  problem  my voice has been heard thanks to you the Tmoble CEO Emilo ** M[redacted] and others helped me it's not perfect but it's better than nothing  I'd like to thank you again Revdex.com I could of never done this without you.Sincerely, [redacted]

January 30, 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 January 23, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.  T-Mobile regrets to hear of [redacted]’s concerns regarding the account and we welcome the opportunity to respond.  T-Mobile records reflect that on November 25, 2017, the above-referenced account was opened at [redacted]’s request and that the account was cancelled as the result of non-payment on January 18, 2018.  As such, [redacted] was billed for services during this time.However, on January 23, 2018, [redacted] contacted our Customer Care team and advised them that he had not intended to open the account.  At that time, T-Mobile credited all charges associated with the account.  The account remains closed with a zero balance.  We regret any inconvenience to [redacted].  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.David T[redacted]Executive Response

April 4, 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 2, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile regrets to hear that Ms. [redacted] had any concerns with processing a Mobile Unlock request. T-Mobile is committed to providing our customers with clear information about how to unlock their mobile phones, tablets, and mobile internet devices for use across different mobile carriers. Device unlock codes are available to customers who meet our eligibility requirements.  A review of Ms. [redacted]’s request confirms that on March 12, 2017, T-Mobile received a request for a Mobile Device Unlock code for the LG L90 device with International Mobile Equipment Identifier (“IMEI”) ending [redacted].   As such, on March 14, 2017, T-Mobile emailed Ms. [redacted] with the Mobile Device Unlock code and instructions needed to unlock her device. We apologize if Ms. [redacted] did not receive the email as it was never our intention to cause any delay in unlocking her device.   Nevertheless, on April 4, 2017, T-Mobile contacted Ms. [redacted] and resent the email with the instructions for her to complete her request which she has accepted as resolution to her concerns and considers this matter resolved to her 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 8, 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 February 25, 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.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his payment arrangement requests. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care department.
T-Mobile records indicate on April 25, 2014, Mr. [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $50.00 per month for one line of service. Mr. [redacted]’s line ending in [redacted] subscribed to our 6GB data feature for $15.00 per month and our Premium Handset Protection feature for $12.00 per month. That same day, Mr. [redacted] activated a Mobile Internet line ending in [redacted] and subscribes to our Mobile Internet On Demand rate plan for $10.00 per month.
On May 12, 2016, Mr. [redacted] took advantage of our JUMP! On Demand lease option for a Samsung Galaxy S7 device. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. JUMP! On Demand customers are responsible for, and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. It is important to note should an account cancel, the remaining lease payments and purchase option price are applied to the final bill.
Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. T-Mobile records indicate on January 1, 2017, Mr. [redacted] created a payment arrangement on www.t-mobile.com to pay the outstanding balance in two installments; $22.84 due on January 15, 2017 and $91.36 due January 29, 2017. T-Mobile records indicate on January 31, 2017, Mr. [redacted] contacted T-Mobile to make a payment in the amount of $92.00 which proved unsuccessful. Regrettably, T-Mobile does not have record Mr. [redacted] was advised his account was provided a ten day hold to prevent interruption in service. That same day, the payment arrangement in the amount of $91.36 was returned unpaid and Mr. [redacted]’s account was partially suspended on February 1, 2017. As a courtesy, T-Mobile allowed Mr. [redacted] to receive incoming calls during the suspension, but restricted outgoing calls.
At the time Mr. [redacted]’s account was suspended, the balance owed was in the amount of $319.57 and consisted of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 29, 2016 through February 28, 2017. It is important to note in order to restore service and create a new payment arrangement, T-Mobile will request a payment to lower the amount owed. On February 1, 2017, Mr. [redacted] was asked to make a payment in the amount of $89.20. Regrettably, T-Mobile did not receive a payment and Mr. [redacted]’s account remains suspended.
On February 1, 2017, Mr. [redacted] ported his line ending in [redacted] to a new carrier which cancelled this line on his T-Mobile account. As Mr. [redacted] only ported his voice line of service his Mobile Internet line ending in [redacted] remains active.
Mr. [redacted]’s March 1, 2017, monthly billing statement is in the amount of $370.84 and consists of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 29, 2016 through March 28, 2017. Should this balance remain unpaid, Mr. [redacted]’s account may be cancelled or assigned to a third party collection agency.
In an effort to amicably resolve this matter, T-Mobile can offer Mr. [redacted] the return of his Samsung Galaxy S7 device and will end the lease without requiring the final lease payments or purchase option price. T-Mobile requests Mr. [redacted] contact me at the number below within 14 business days from the date of this correspondence should he wish to take advantage of this offer. T-Mobile respectfully declines Mr. [redacted]’s request for credit towards the account 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.
Jennifer G[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. We are happy to report that Ms. [redacted]’s concerns were addressed to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to the billing of her account. Per our last conversation, Ms. [redacted]’s expected monthly charges are $104.00 before taxes and fees.
As of July 5, 2017, upon speaking with Ms. [redacted] the account reflected a zero balance. The billing statement generated on July 8, 2017, included the monthly access charges plus applicable taxes and posted to the account for $121.62.
The billing statement dated August 8, 2017, generated in the amount of $373.48 and included the past due balance of $121.62 from the July 2017 billing statement, monthly access charges plus applicable taxes, and due to an inadvertent error a payment agreement charge of $130.24. On August 11, 2017, a payment of $60.81 posted to the account. Additionally, on August 20, 2017, the charge of $130.24 was removed from the account. The updated account balance is $182.43.
In an effort to amicably resolve Ms. [redacted]’s concerns on August 30, 2017, the account due date was changed to be the 15th of the month. The change will take effect on the next billing statement. Additionally, the account was placed on a collection hold until September 24, 2017, to avoid service interruption.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted]
Executive Response

May 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 April 29, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] experienced regarding her cancelled account. T-Mobile records confirm that on October 1, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an Apple iPhone 6 handset at a retail location. At the time of Ms. [redacted] purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Regretfully, at that time, T-Mobile had no record of the equipment return and as a result Ms. [redacted] continued to receive the EIP charges. T-Mobile regrets any concern this may have caused. Additionally, when Ms. [redacted] cancelled the account on October 3, 2015, the remaining open EIP balance of $622.90 on the canceled account was accelerated and became due with the final billing statement dated November 2, 2015. This information is disclosed within the EIP agreement provided at the time of purchase. Please note that on November 4, 2015, T-Mobile received a partial payment in the amount of $137.44 bringing Ms. [redacted] account balance to $544.87. As no further payments were remitted to T-Mobile, on January 25, 2016, Ms. [redacted] account was referred to an outside collection agency in an attempt to collect the balance. At this time, T-Mobile has received a copy of the return receipt of the above mentioned equipment. As a result, T-Mobile has issued a credit in the amount of $544.87 to Ms. [redacted] account. Additionally, T-Mobile removed Ms. [redacted] account from collections and instructed that any negative reporting be removed, which can take up to ninety (90) days. Please note that Ms. [redacted] account remains cancelled 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. Ruben A[redacted] Executive Response

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

[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 23, 2017, regarding the above-referenced account.    T-Mobile regrets any promotional concerns Ms. [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]’s recent contact with our Customer Care.   T-Mobile records indicate Ms. [redacted] purchased an Apple iPhone 7 handset on September 15, 2016, using our Equipment Installment Plan (“EIP”) offering for mobile number ending 8665.  At the time of Ms. [redacted]’s purchase, she was not required to make a down payment and agreed to 24 monthly installments of $27.09.  Additionally, our records indicate a trade-of an Apple iPhone 6 handset with a trade-in value of $165.00 was initiated, and the credit was to be issued upon T-Mobile’s receipt of the handset in like new condition.  It is important to note that Ms. [redacted]’s mobile number ending 8665 was not enrolled in an unlimited data feature, and maintained her enrollment to our Simple Choice Family Match rate plan with 6GB of LTE data per line for $120.00 for four lines of service, and $20.00 per additional line of service.   Please be advised that from September 15, 2016 through September 25, 2016, T-Mobile was offering a promotion where customer that purchased an Apple iPhone 7 handset utilizing our EIP offering, selected our T-Mobile ONE rate plan or qualifying unlimited data feature, and traded-in a qualifying handset would be eligible to receive the Apple iPhone 7 handset at a reduced cost after trade in credit and 24 monthly promotional credits.  As Ms. [redacted]’s mobile number ending 8665 did not meet the rate plan requirements of the promotional offer, her account was not enrolled in the promotional offer.   Further, upon T-Mobile’s receipt of Ms. [redacted]’s trade-in handset on February 27, 2017, it was determined that the handset received was of a different model than the handset initially indicated.  As such a revised trade in credit of $118.00 was issued to Ms. [redacted]’s account.  As a courtesy, on the same day, following a conversation with our Customer Care, Ms. [redacted]’s account was issued a $50.00 credit toward the trade-in, for a total credit of $168.00.   In an effort to amicably resolve Ms. [redacted]’s concerns, and as a courtesy, on June 24, 2017, T-Mobile closed the EIP for the Apple iPhone 7 handset, and issued a credit of $406.18 toward the remaining EIP.  Additionally, T-Mobile issued a credit of $78.81 toward the account, for the previously billed monthly EIP charges, for a total compensation of $652.99, which is slightly more than the full promotional value.  As of the date of this letter, Ms. [redacted]’s EIP for the Apple iPhone 7 handset associated with mobile number ending 8665 remains closed and the account reflects a balance of $172.62. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate the opportunity to address her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ronnie A[redacted] Executive Response

May 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
T-Mobile Account Name: [redacted]. [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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any equipment concerns Mr. [redacted] has experienced. On December 26, 2016, T-Mobile records reflect Ms. [redacted] purchased two Samsung Galaxy S7 devices on an Equipment Installment Plan (“EIP”). The purchase price for each device was $689.99 for a total of $1,379.98, which Ms. [redacted] agreed to pay in 24 monthly installment payments of $57.50. Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her devices. During the Limited Warranty period, Ms. [redacted] is 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.
In Mr. [redacted]’s correspondence to your office, he states that he does not want a refurbished device. Pursuant to T-Mobile Policy under the Handset Exchange Program, T-Mobile will provide a new, or like new, 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 note, our records indicate the devices originally purchased were returned, new devices were purchased, and have now gone through the warranty process with the last warranty exchange completed on April 17, 2017.
Furthermore, Mr. [redacted] states he would like to upgrade his device at no cost to him. Mr. [redacted] is under no contractual agreement on his devices and is free to upgrade at any time. Please be advised that customers are responsible for paying taxes and that some devices may require a down payment.
Please be advised that upon speaking with Mr. [redacted] and his coverage concerns it was found that the towers near Mr. [redacted]’s address are currently being upgraded. T-Mobile will continue to work with Mr. [redacted] in regard to his service concerns.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 28, 2017, T-Mobile sent two brand new Samsung Galaxy S7 devices, and confirmed them as delivered on May 3, 2017. Mr. [redacted] is responsible for returning the used Samsung Galaxy S7 devices he has in his possession upon receiving the new devices. Please note, if the non-working devices are not returned to T-Mobile a one-time fee in the amount of $689.99 for each device will be assessed to the above referenced account. As an additional gesture of goodwill, we applied a one-time account credit in the amount of $50.00 to Ms. [redacted]’s account resulting in a balance of $37.72, which is due on May 19, 2017. ,
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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.
Carlos T[redacted]
Executive Response