T-Mobile Usa Inc

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

Tell us why here...
October 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] had with regards to our Trade-Up promotion and we are sorry to have lost him as a customer. Please be advised that with our Trade-Up promotion, customers were required to trade in their current handset. Our records indicate that on November 27, 2016, Mr. [redacted] upgraded two of his lines of service each to an Apple iPhone 7 under an Equipment Installment Plan (“EIP”) and was required to send in his iPhone 6s handsets for both lines of service. Please note that our warehouse did not receive the handset for his mobile line ending in 7133 and as such he was not eligible for our Trade-Up promotion for that line.
Please note that on July 26, 2017, and July 29, 2017, Mr. [redacted] cancelled most of the mobile lines on his T-Mobile account by transferring them to another service provider. It is important to note that Mr. [redacted]’s line of service ending in 8682 was not transferred to another carrier and T-Mobile has no record of him requesting to cancel this mobile line, as such it remained active on his T-Mobile account. As result, Mr. [redacted] continued to receive billing statements for service.
On September 19, 2017, T-Mobile issued a billing statement with a due date of October 11, 2017, in the amount of $132.17 which included a past due balance of $41.67 for the billing period of August 19, 2017, through September 18, 2017, and monthly access charges, taxes and fees from September 19, 2017, through October 18, 2017, in the amount of $90.50.
Please be advised that on September 23, 2017, Mr. [redacted] cancelled his remaining line of service ending in 8682. Also on the above date, as gesture of goodwill, a bill credit in the amount of $214.71 was issued to Mr. [redacted]’s T-Mobile account, updating his account to a credit balance of $82.54.
With regards to Mr. [redacted]’s request to receive compensation for his iPhone 6S, although T-Mobile records show our warehouse did not receive this handset, in an effort to amicably resolve this matter, we issued a bill credit in the amount of $200.00 to his T-Mobile account updating his account to a credit balance of $282.54. Please note that T-Mobile refunded the credit balance of $282.54 to Mr. [redacted] in the form of a prepaid debit card which he will receive within seven to ten business days. Please be advised that the above refund will update Mr. [redacted]’s final account balance to zero.

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

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

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 19, 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 April 16, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding his efforts to unlock his Apple iPhone under our Mobile Device Unlock (MDU) program.
MDU’s are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on April 13, 2017, we received a request for an MDU for the device used on his mobile number ending in 3790. Please note, that prior to April 13, 2017, T-Mobile has no record of Mr. [redacted]’s request to unlock his Apple iPhone.
Nevertheless, on April 17, 2017, T-Mobile made Mr. [redacted]’s Apple iPhone available for unlock and emailed Mr. [redacted] with the MDU instructions needed to unlock his 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.
Martin G[redacted]
Executive Response

April 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & [redacted]ern 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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have had in regards to her monthly T-Mobile billing. T-Mobile records indicate on November 21, 2016, Ms. [redacted] started service with four voice lines, and selected our T-Mobile ONE rate plan which for $130.00 provides unlimited talk, text and data for two lines. Please note that it is $25.00 per additional line of service. as Additionally, T-Mobile offers a $5.00 monthly bill credit for each line should a customer elect to enroll in AutoPay. Ms. [redacted] opted to enroll in our free-of-charge AutoPay feature, and as such, the account was eligible for the $5.00 discount, per line of service.
Additionally, T-Mobile records indicate Ms. [redacted] purchased three handsets using our Equipment Installment Plan (“EIP”) offering.
Please be advised that from September 8, 2016, through December 6, 2016, T-Mobile was offering a promotion where customer's that selected our T-Mobile ONE rate plan for at least four new or existing lines of service could be eligible to receive one line at no cost after promotional bill credits while maintaining eligibility. Regretfully, due to an inadvertent error, Ms. [redacted] was not enrolled in the promotional offer.
After speaking with Ms. [redacted] on April 15, 2017, T-Mobile cancelled her mobile number ending 5636, and issued a one-time credit in the amount of $136.68 for associated charges on the mobile number. It is important to note that Ms. [redacted] is no longer eligible for the promotional 4th line free credit as the mobile number ending [redacted] was cancelled.
Additionally, Ms. [redacted] agreed to change the rate plan to our T-Mobile ONE Taxes Included promotional rate plan with two lines of service for $110.00 and $45.00 per additional line of service prior to any AutoPay discounts or EIP charges. Further, in an effort to resolve Ms. [redacted]’s concerns, T-Mobile also issued a one-time credit in the amount of $40.00. As of the date of this correspondence, Ms. [redacted]’s account remains active with three lines of service, and reflects a balance of $54.84. Ms. [redacted] can expect an estimated monthly billing statement of $214.00 which consists of monthly access charges as well as monthly EIP.
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. 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.
Ronnie A[redacted]
Executive Response

June 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 June 13, 2017, regarding the above-referenced account.
We regret any inconvenience Mr. [redacted] may have experienced in paying his final balance. T-Mobile records indicate that Mr. [redacted] contacted our Customer Care department on June 13, 2017, in an effort to pay the balance for the account. However, as the account was referred to an outside collection agency, all payments would need to be made directly to the collections agency.
As of June 20, 2017, T-Mobile records indicate the balance for the account has been paid in full. Therefore, the account remains closed with a zero balance. Please note that should Mr. [redacted] he have any further questions in regards to collections, he may contact the third-party collection agency, Enhanced Resource Centers, directly at 800- 501-7454. 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.
Jessica G[redacted]
Executive Response

January 5, 2016 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]. [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 December 28, 2015, regarding the above-referenced account. Please be assured that T-Mobile strives to provide the best experience to all of our customers on each and every contact. We also understand the frustration of receiving a higher than expected billing statement. Our records confirm that on November 30, 2015, Mr. [redacted] activated the mobile number ending in [redacted] and elected to change his rate plan and subscribed to T-Mobile’s Simple Choice Family Mobile Unlimited Talk, Text and 10GB of data for two lines of service rate plan for $120.00 per month. Our records further confirm that on December 3, 2015, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining one iPhone 6s 16GB of memory handset, under the mobile number ending in [redacted] at a retail location. JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments, upon approved credit. Customers only pay taxes on the capital cost reduction payment at the time they receive the device. Then, during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly recurring charges. At that time, Mr. [redacted] was not required to make a down payment; yet, agreed to 18 monthly installments of $27.00 plus applicable taxes. Please be advised that Mr. [redacted]’s billing cycle runs from the 10th of one month to the 9th of the following month. In addition, Mr. [redacted]’s account is 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. Due to Ms. [redacted]’s rate plan change, the billing statement dated December 10, 2015, included rate plan charges, taxes and fees for the period of November 10, 2015, through December 9, 2015. In addition, the billing statement dated December 10, 2015, reflected monthly recurring charges, features, applicable taxes and fees billed from December 10, 2015, to January 9, 2015, and the JOD monthly lease for the mobile number ending in [redacted]. It is T-Mobile’s position that Mr. [redacted] was billed accordingly based upon his selected services and equipment. Nonetheless, in an effort to amicably resolve this matter, on December 31, 2015, T-Mobile issued a one-time courtesy credit of $100.00 towards the charges billed on Mr. [redacted]’s billing statement dated December 10, 2015, leaving the account with a remaining balance of $34.63. 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. Aida A[redacted] Executive Response

November 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 November 17, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] on DATES – list them all and the times, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets that Ms. [redacted] continues to experience coverage issues while travelling. As you can imagine, we cannot guarantee coverage in all places at all times as there are many factors that can affect coverage. We have taken the information Ms. [redacted] provided about the intersection where she frequently loses signal and have sent it to our local engineering team for further investigation and review. Regretfully, as of the date of this letter, we do not have an update or additional information to share. We understand that Ms. [redacted] has requested an adjustment for her final billing cycle. As of the date of this response, her account is still active. Ms. [redacted]’s billing cycle runs from the 27th of the month through the 26th of the next month. Her payment is due each month on the 19th. In an effort to amicably resolve this matter, if Ms. [redacted] chooses to cancel her account by November 26, 2016, the last day of her current billing cycle, T-Mobile will credit the amount due for the last of her monthly service charges and any monthly equipment installment. Ms. [redacted] will remain responsible for payment of her final billing statement that will include any accelerated equipment charges for her financed equipment. To cancel her service, Ms. [redacted] may request her new carrier port her number or she may call Customer Care to request the cancelation without porting her number away. Of course, Ms. [redacted] is not required to cancel her service. She is welcome to remain a T-Mobile customer with an understanding that coverage availability cannot be guaranteed in all places nor at all times. T-Mobile regrets any inconvenience Ms. [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

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]

September 29, 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 September 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that they have designated [redacted] as an authorized user of the account.    Please be advised that there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement.  The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device.  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.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.    T-Mobile records reflect that Mr. [redacted] was contacted by T-Mobile’s Reimbursement Resolution Team on August 20, 2017, in an attempt to assist him with doing the proper pay out based on his prior carrier’s final billing statement.  As T-Mobile was unable to reach him a voicemail was left advising him to contact us so we could assist with his reimbursements. Please note that T-Mobile has no record of Mr. [redacted] contacting us back in regards to this reimbursement.  Therefore we were unable to process any Early Termination Fee Reimbursements for him. T-Mobile regrets any misunderstanding with this process.   In reviewing Mr. [redacted]’ final billing statement from his previous carrier we found that he was billed $120.00 per his mobile numbers ending in 6572, 8296 and 2979 for his final purchase option price from his prior carrier. As such, in effort to amicably resolve this matter, T-Mobile provided Mr. [redacted] with the reimbursement of $120.00 per line for his mobile numbers ending in 6572, 8296 and 2979.  As an additional courtesy, T-Mobile provided a credit of $75.00 per the mobile number.  The total credits provided totals $585.00 leaving the account with a credit balance of $585.00.  Mr. [redacted] accepted as resolution to his concerns. 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 Tell us why here...

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]

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Executive Response team.
Our records confirm that Ms. [redacted] activated her account on August 31, 2007, and currently has three active lines of service. As indicated in our February 22, 2017 response to your file number [redacted], our records confirm that on November 21, 2016, Ms. [redacted] activated a an additional line of service ending in [redacted], to take advantage of a promotional offer to receive the monthly add-a-line costs for the handset at no cost, after a monthly credit. Our records confirm that the [redacted] line of service was successfully enrolled in the promotional offer. This promotional offer ended as of November 22, 2016. As such, When Ms. [redacted] added an additional line of service ending in [redacted] on November 23, 2016, the promotional offer was no longer available. Regrettably, Ms. [redacted] cancelled her lines of service ending in [redacted] and [redacted] on February 24, 2017. Ms. [redacted] had two active lines of service at that time.
T-Mobile records confirm that on March 5, 2017, Ms. [redacted] activated a third line of service ending in [redacted]. At the time of Ms. [redacted]’ activation, T-Mobile offered a promotional offer where customers who added a line of service to a qualified rate plan between March 1, 2017 and March 5, 2017, would receive the monthly add-a-line charges at no cost after a monthly credit. Our records confirm that Ms. [redacted]’ line of service ending in [redacted] is subscribed to this promotional offer, and will receive the monthly promotional credit.
In an effort to amicably resolve Ms. [redacted]’ concerns, on April 1, 2017, T-Mobile issued a credit to Ms. [redacted]’ account in the amount of $124.99 for the remaining Equipment Installment Plan (“EIP”) balance on her Apple iPhone 6S Plus handset. Ms. [redacted]’ EIP for the handset is now closed, and she will no longer be billed monthly for the handset. Ms. [redacted]’ account remains active, with a zero balance at this time. T-Mobile regrets any inconvenience Ms. [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

T-Mobile USA, Inc. P.O. Box 37380 Albuquerque, NM 87176
November 12, 2015
FILED ELECTRONIC[redacted]
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. ("T-Mobile") is in receipt of your correspondence dated November 3, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] had concerns with the cost of the handset, with our Carrier Freedom offer and with her billing statements.
T-Mobile’s records indicate that Ms. [redacted]’s account was activated on August 6, 2015 from Pinnacle Wireless, a third party authorized dealer for T-Mobile’s products and services. T-Mobile records show that Ms. [redacted] purchased an Apple iPhone 6 Plus Gold 16 gigabyte (GB) handset and that she elected to pay for the handset with our Equipment Installment Plan (EIP). Ms. [redacted] was asked to make a $60.00 down payment and she agreed to 24 monthly installments in the amount of $28.74 each.
As of the time of Ms. [redacted]’s handset purchase, T-Mobile and our third party dealers provided a 14-day return period which allowed [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 Equipment Installment Plan (EIP) entered into at the time of the original purchase. In the event that a customer purchases a new handset through a T-Mobile retail location, if the price of that handset is lowered within 14-days, we will offer to honor the lower price. Please be advised that the new Apple iPhone 6S handsets were not available for sale until September 19, 2015, which was beyond 14-days from the date Ms. [redacted] purchased her handset. In an effort to resolve this matter, on November 2, 2015, T-Mobile issued a $50.00 credit to Ms. [redacted]’s account for this matter.
In an effort to resolve the matter and as a gesture of goodwill, if Ms. [redacted]’s handset is returned to my attention in like-new condition within 14-days from today’s date, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $574.80. The handset can be mailed to my attention to the following address:
T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records. We ask that Ms. [redacted] please include the handset, battery, charger and any other parts that were provided with the handset along with her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than November 26, 2015.
When Ms. [redacted]’s account was activated, we show that the additional features that were selected were our Simple Choice 5GB Data with HotSpot for $20.00 per month and JUMP! Premium Handset Protection (PHP) for $10.00 per month. We show that while Ms. [redacted] was logged into her online account at www.T-Mobile.com on August 16, 2015, she changed the data feature to our $10.00 3GB Data with HotSpot feature. As a gesture of goodwill, T-Mobile issued a $20.00 credit to Ms. [redacted]’s account for the data charge on September 17, 2015, when she contacted Customer Care regarding this matter. In addition, T-Mobile issued a credit of $3.00 to Ms. [redacted]’s account for the pro-rated JUMP! charges when we spoke with her that day. As a courtesy, T-Mobile issued a $60.00 credit to Ms. [redacted]’s account on November 12, 2015 for the handset down-payment that was paid for the Apple iPhone 6 handset on August 6, 2015.
In Ms. [redacted]’s correspondence to your office, she mentioned that her billing statements should be approximately $55.00 per month. Ms. [redacted] subscribes to our Simple Choice North American rate plan for $50.00 per month, JUMP! Premium Handset Protection (PHP) for $10.00 per month and the EIP installments are $28.74 per month. Before any additional usage charges/downloads, fees, taxes and surcharges, Ms. [redacted]’s monthly bill is $88.74 per month. At Ms. [redacted]’s request, T-Mobile cancelled the JUMP! PHP on November 12, 2015 and we issued credits in the amount of $30.00 to the account for previously billed JUMP PHP charges that have not been previously credited. Ms. [redacted] also receives a 15% monthly discount off eligible T-Mobile monthly access charges due to her employment with the Navy. We thank Ms. [redacted] for her service.
We show that Ms. [redacted] requested to change her mobile number on October 4, 2015. T-Mobile charges a $15.00 mobile number change fee for all mobile number changes. We show that Ms. [redacted] contacted Customer Care on October 31, 2015 and we changed the data feature to our free 1GB data with HotSpot feature and we issued credits to her account in the amount of $57.15 for the mobile number change fee and for the data feature and charges that she disputed.
With our Carrier Freedom offer, we provide customers with 14-days from the date of activation to trade-in their handsets. T-Mobile records show that Ms. [redacted] first contacted us on September 17, 2015 to request to trade-in her previous handset. Since it was more than 14-days from the date of purchase of her handset, she was advised that she is no longer eligible to trade-in the handset. Nevertheless, as a gesture of goodwill and in an effort to resolve this matter with Ms. [redacted], we will provide 14-days from today’s date for her to return her previous handset to my attention to the address above. T-Mobile advised Ms. [redacted] that as long as her handset is not damaged, powers on and it’s not blocked, when she returns it to my attention and provides a detailed billing statement showing the handset balance, T-Mobile agreed to issue a credit toward the new EIP balance for the new handset that she purchases for the final handset balance that she was charged from her previous service provider. T-Mobile will provide 30-days from today for Ms. [redacted] to email the billing statement/installment agreement to my attention to [email protected] and 14-days from today to return the handset to my attention. Revdex.com November 12, 2015 Page 3 of 3
[redacted]
T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she may have experienced with 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.
[redacted]
Executive Response

June 5, 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]. [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 25, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers. We regret any concerns Ms. [redacted] experienced regarding T-Mobile’s Carrier Freedom offering. With Carrier Freedom, consumers can get reimbursed for their current carrier's early termination fees (“ETF”) and accelerated equipment installment plan (“EIP”) balances up to $650.00 per device as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. Naturally, several requirements must be met in order to be approved for this offer. It is important to clarify that any monthly access charges owed to a former carrier are not reimbursed under Carrier Freedom or any existing T-Mobile promotion.
T-Mobile records confirm that on October 14, 2016, the above referenced account was activated. At the time of activation, Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) program with the purchase of two iPhone 7 32 gigabytes (“GB”) devices, one iPhone 7 128GB handset, two iPhone 7 CD Waterfall accessories and one iPhone OB Defender accessory. At the time, Ms. [redacted] had a down payment of $563.34 and agreed to a series of 24 monthly installments of $76.15. It is important to note that two iPhone 6 devices and one iPhone 6 Plus handset were traded in to T-Mobile for a total trade-in value of $465.00 which was used towards the required down payment mentioned above.
Following, on October 17, 2016, Ms. [redacted] again took advantage of an additional EIP with the purchase of one Samsung Galaxy S7 handset. At the time of this purchase, Ms. [redacted] also purchased a Samsung Galaxy S7 T21 Evolution Wallet accessory and had a total down payment plus the accessory cost of $164.29 and agreed to a series of 24 monthly installments of $26.50. It is important to note that at the time of the purchase, a Samsung Galaxy S6 32GB handset was traded-in to T-Mobile for a total trade-in value of $113.00 which was used towards the remitted payment mentioned above.
It is important to note that the trade-in of a device is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Ms. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. This information applies even when cancellation of service is requested and processed within the purchased handset’s return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to Ms. [redacted], we are unable to return her devices as they are no longer in the possession of T-Mobile.
T-Mobile reviewed Ms. [redacted]’s Carrier Freedom submission dated November 26, 2016, and determined it was approved and mailed on December 13, 2016. Based on the above, T-Mobile has reimbursed a total of $578.00, therefore properly fulfilling Carrier Freedom. It is T-Mobile’s position that no further monetary compensation is warranted regarding this matter.
It is important to mention that we have no record of Ms. [redacted] contacting our Technical Care
Team with concerns regarding her handset or service. It is important that if customers experience any difficulties with the service or equipment, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and equipment issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. Should Ms. [redacted] continue to have coverage concerns she may contact Customer Care directly at 1-800-937-8997.
Although we do not wish to lose Ms. [redacted] as a customer, T-Mobile is willing to allow her to return her devices if she decides to cancel her T-Mobile service. In exchange, T-Mobile will credit any remaining EIP balance obligations, provided that Ms. [redacted] returns the following two iPhone 7 32GB devices, the iPhone 7 128GB, both iPhone 7 CM Waterfall accessories, the iPhone 7 OB Defender accessory, the Samsung Galaxy S7, the iPhone 7 T21 Evolution glass accessory, and both iPhone 7 Juice Pack Air accessories to T-Mobile in like-new condition free from any physical or liquid damage.
Should Ms. [redacted] accept this offer, she may return the devices and accessories directly to my attention within 30 days of the date of this letter to the following address:
Executive Response Team
Attention: Aika A[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devices and accessories. In addition, we request that she includes the batteries, chargers and her T-Mobile account information with her return to ensure proper credit. We also ask that she disable the “Find my iPhone” application as T-Mobile cannot disable this application and all iPhones will be returned to her if the application is enabled. 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.
Aika A[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:Tmobile as today @ 18:15 they did not honor their agreement. I just now double checked and not only did I not receive my funds back into my bank account, the courtesy that Mr. W[redacted] said he would credit to the Tmobile account is also not there. So not only is Tmobile  not able to honor their agreement they can't even seem to to credit the Tmobile account which should be under their control. Again, so the "Tmobile Office of the President" doesn't seem to be able to rectify a complaint or honor their commitment to close the issue. To add salt to the wound I went to investigate to upgrade my phone which is paid off, because the other participants have not brought the account up to date I can't even view any upgrade to a my mobile device, which is utterly ridiculous. So ok they can block any future purchase because the other participants have not paid their premium (which again why penalize a plan member who pays) but I can't even view a new mobile device for future purchase. utterly ridiculous. I'm sorry, these chain of events clearly show Tmobile lacks the skill and customer relations to be a premium cellular provider.Sincerely,[redacted]

June 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2017, regarding the above-referenced account. Please note that T-Mobile has attempted to reach Ms. [redacted] via the phone number she provided each day from June 6, 2017, through June 9, 2017, which has proven unsuccessful. In a further effort to reach Ms. [redacted], on June 7, 2017, T-Mobile reached out to her via the e-mail address provided in her correspondence to your office, and as we have not received a response from any of our attempts, we will make every effort to address her concerns within this letter.
T-Mobile appreciates being given the opportunity to review and address Ms. [redacted]’ concerns. We have confirmed that the above referenced account was activated on April 9, 2016, when Ms. [redacted] converted her account from prepaid to postpaid. Ms. [redacted] is signed up on our Simple Choice North America Unlimited Talk Text and Data for $50.00 per month.
T-Mobile records indicate that Ms. [redacted] previously had Lifeline service with T-Mobile in June 2014. At that time Ms. [redacted] performed a Lifeline benefits transfer and moved her Lifeline benefits away from T-Mobile to another Lifeline provider.
Government regulations over Lifeline dictate that when a customer starts Lifeline with one company there is a period of time, called a port freeze, in which they are not allowed to transfer their Lifeline benefits to another provider. This information is determined by a check of the government run National Lifeline Accountability Database (“NLAD”).
On October 13, 2016, Ms. [redacted] contacted T-Mobile inquiring about enrolling in Lifeline with T-Mobile. A check of NLAD found that she was in a port freeze period that would be in place until November 12, 2016. We contacted Ms. [redacted] advised of these findings and sent her the forms with which to move forward with getting Lifeline through T-Mobile after the port freeze period had been completed. Regrettably, we did not receive a response from Ms. [redacted] with the provided forms to perform the benefits transfer.
On April 19, 2017,Ms. [redacted] inquired about her Lifeline options a second time and our review found that since our last contact the NLAD findings had changed and she was now under a new port freeze until December 3, 2017 as she had started service with a new provider in early December 2016. Until that date we are prevented from performing a benefits transfer that would allow her to enroll in Lifeline with T-Mobile.
If Ms. [redacted] feels that this information is incorrect she will need to contact the Universal Service Administrative Company (USAC) at 888-641-8722, or she may reach them via e-mail at [email protected] to see if the NLAD information can be changed.
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.
Felicia P[redacted] Executive Response

May 16, 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 4, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] canceled her T-Mobile account and her concerns with the billing. T-Mobile records confirm that on June 9, 2016, Ms. [redacted] took advantage of our Equipment Installment Plan (EIP) offering for the purchase of a Samsung J7 device and two Alcatel One Touch Pop 7 LTE tablets. Ms. [redacted] was required to pay a down payment of $18.66 for her Samsung J7 and $20.22 in taxes for her tablets. Ms. [redacted] also agreed to 24 monthly installment charges of $10.00 for her Samsung J7 and $5.42 for her tablets. T-Mobile has records of both receipts for the transaction at our T-Mobile store located at 80 S 8th St. STE 205 in Minneapolis, MN.
Upon speaking with Ms. [redacted], she stated that she paid for these devices in full and that the store register went down. Ms. [redacted] stated she had a hand written receipt and regretfully, we do not have records of this transaction.
On April 10, 2017, Ms. [redacted] canceled her mobile number ending in [redacted], when she transferred her mobile number to another service provider. In addition, Ms. [redacted] canceled her mobile broadband mobile numbers ending in [redacted] and [redacted] on the same day. Ms. [redacted]’s account was canceled with a balance of $434.97, which consisted of her monthly recurring charges from February 27, 2017, through April 26, 2017, final EIP charges of $149.99 for her Samsung J7 device, final EIP charges of $81.21 for the tablets, and applicable taxes. On May 4, 2017, Ms. [redacted] made a payment in the amount of $141.93. As previously promised, on May 9, 2017, T-Mobile applied a courtesy credit of $293.04 for Ms. [redacted]’s final balance.
In regards to Ms. [redacted]’s signal boosters, on November 11, 2016, T-Mobile sent Ms. [redacted] two 4G LTE signal boosters (RS3) to help with her coverage concerns at two different locations. On March 21, 2017, T-Mobile sent Ms. [redacted] two 4G LTE CellSpots to resolve her continued coverage concerns at her two locations. Ms. [redacted] assured T-Mobile that she had returned all four units to our Return Center to avoid a non-return fee of $309.59 for the 4G LTE Signal Booster (RS3) and $147.87 for the 4G LTE CellSpot.
On May 10, 2017, Ms. [redacted] was charged $914.86 for her non-return fee on all four of her signal boosters. On May 12, 2017, T-Mobile recovered both 4G LTE CellSpots and applied a credit of $295.68 to her account for the non-return fees. T-Mobile is awaiting the two remaining 4G LTE signal boosters to be recovered.
In an effort to amicably resolve this matter, Ms. [redacted] may contact me at the number provided below with a tracking number to be able to locate the remaining signal boosters. As of May 15, 2017, Ms. [redacted]’s account remains canceled with a balance is $619.18, which consists of her two non-return fees for her 4G LTE Signal Booster (RS3). It is T-Mobile’s position that the balance is valid. T-Mobile regrets any inconvenience to Ms. [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

February 6, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 2, 2018, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.T-Mobile regrets any concerns Ms. [redacted] may have experienced in regards to billing.  T-Mobile records reflect that Ms. [redacted] contacted Customer Care on November 16, 2017, to inquire about her bill.  At that time, Ms. [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at the cost of $130.00 per month.  Please note that Ms. [redacted] is also subscribed to the optional JUMP! feature at the cost of $12.00 per month on each of her two lines of service.In addition to monthly services, Ms. [redacted] purchased the following equipment utilizing our Equipment Installment Plan (“EIP”):• Samsung Galaxy S7 handset purchased on May 22, 2016, at the cost of $669.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $27.92 were accepted;• Galaxy S7 Roll Onscreen protector purchased on May 22, 2016, at the cost of $24.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $1.05 were accepted;• Galaxy S7 Defender protective case purchased on May 22, 2016, at the cost of $49.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $2.09 were accepted;• Powerbeats headphones purchased on May 22, 2016, at the cost of $199.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $8.34 were accepted;• Galaxy S7 pink case purchased on May 22, 2016, at the cost of $44.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $1.88 were accepted;• Galaxy S7 Zagg Shield screen protector purchased on May 22, 2016, at the cost of $29.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $1.25 were accepted; and• Samsung Galaxy S7 handset purchased on May 23, 2016, at the cost of $669.99 plus tax, for which taxes were paid up-front and 24 monthly installments of $27.92 were accepted.It is important to note that T-Mobile also includes our Netflix on Us offer with select T-Mobile ONE rate plans.  Netflix on Us provides customers with a basic membership to Netflix’s streaming services with the associated costs covered by T-Mobile.  Customers may see this offer itemized on their billing statement in the form of a $16.00 charge; however, it should be noted that a $16.00 credit is automatically applied each month to offset the cost of that charge.  Should customers elect to subscribe to a higher-cost plan with Netflix, they have the option to pay the difference in cost between their choice of plan and the basic plan covered by Netflix on Us.  The total cost for all of the above monthly recurring charges including equipment and applicable discounts for Netflix on Us amounts to an estimated cost of $224.45 per month.  On December 30, 2017, Ms. [redacted] contacted Customer Care to inquire about the billing statement dated December 27, 2017, in the amount of $222.45.  At that time, T-Mobile found no discrepancies in Ms. [redacted]’s billing; however, we agreed to apply a one-time credit of $16.00 as a one-time courtesy, updating the balance to $206.45.On February 1, 2018, Ms. [redacted] contacted Customer Care to inquire about the billing statement dated January 27, 2018, in the amount of $222.45, at which time she indicated that she was expecting a monthly credit of $16.00 per month on her monthly billing statement.  At that time, T-Mobile advised Ms. [redacted] that her billing statement is accurate and we respectfully declined to apply any credits to the account.  It remains T-Mobile’s position that Ms. [redacted]’s monthly estimated cost of $224.45 is accurate.Nevertheless, upon contacting Ms. [redacted] on February 4, 2018, T-Mobile agreed to close the EIP balances for all of the equipment on the account to reduce Ms. [redacted]’s monthly estimated cost in an effort to amicably resolve her concerns.  The new monthly estimated cost for Ms. [redacted]’s T-Mobile services and features is $154.00.  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.Anthony M[redacted]Executive Response

Revdex.com:
Hi,   Complaint [redacted] was resolved by T-Mobile to my satisfaction. After telling them the Revdex.com complaint was filed, they hurried to resolve.   Best, [redacted]