T-Mobile Usa Inc

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

May 26, 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 24, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile would like to ensure Ms. [redacted] these matters are taken very seriously and we wish to thank her for taking the time to bring this matter to our attention. The feedback Ms. [redacted] has provided allows us to take the necessary steps to improve future customer experiences.
At T-Mobile, we believe everyone deserves a great smartphone. That's why we want Smartphone Equality for everyone with a program that helps customers get the best pricing on our smartphones and other devices, regardless of their credit score. Customers who simply pay their T-Mobile bill on time for 12 consecutive months will have access to the sane pricing available to well-qualified customers. Payments must be posted within 48 hours after the original due date and the account may not be in collections. Payments received late, including those made through payment arrangements, will reset the counter to be eligible for initial well-qualified pricing. Less qualified customers who do not make their payments on time for twelve months, but meet the three plus year tenure requirement will also qualify for best pricing.
T-Mobile has reviewed Ms. [redacted]’s account and we have confirmed that the three year tenure requirement will be reached on May 28, 2017 however our records indicate she was advised this would be reached at the end of April 2017. T-Mobile truly regrets this confusion and we have taken the necessary steps to qualify the account for best pricing on all future upgrades. It is important to note that T-Mobile no longer offers financing plans with zero dollar down payments and even our well qualified customers make down payments at the time of purchase. These down payments are always the lowest amount available and are most often approximately $50.00 but can vary depending on the full retail cost of the device in question.
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.
Liana G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: Delete the "important note that you have no record of my submissions".  After that is done we're more than okay, but that's a lie. They were declined! Which means you received them. Don't lie and expect me to be okay with it.
Sincerely,
[redacted]

Tell us why here...
October 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 16, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in obtaining his final billing statement. Please be advised that on October 15, 2017, Mr. [redacted] called into Customer Care requesting a reprint of his final T-Mobile billing statement. Mr. [redacted] stated that he had recently been deployed and does not have a primary billing address.
It is important to note that T-Mobile takes account and consumer privacy very seriously and therefore, mailed billing statement reprints may only be sent to the primary billing address on file. As such, Mr. [redacted] was advised that, unfortunately, a billing statement could not be provided to him at that time.
However, in effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile emailed Mr. [redacted] his final billing statement, which Mr. [redacted] confirmed he received. 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.
Rochelle M[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:We simply need to make sure that this goes through without a glitch as it did the last two times. As instructed I have gone ahead and taking care of the change of responsibility. Period I now ask T-Mobile to remove those two numbers that are described as placeholders from my account and instead keep [redacted] and [redacted] on my account as per the transfer arrangement at the promotional rate offered to me by T-Mobile on November 19th which I accepted the same day. I look forward two this being implemented and Affirmed buy executive response which has been  quite responsive to me in the past as well. We just need to make sure that the follow-through is sorrow and we close the loop before the Revdex.com kindly closest this case. Thank you Please forgive any typos that might exist in this communication
Sincerely,
[redacted]

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

September 13, 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 1, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that our service did not meet Ms. [redacted]’s needs and that she has concerns regarding her refund. T-Mobile records indicate that Ms. [redacted] activated her account on May 24, 2017, and that her account was cancelled at her request on July 28, 2017. Ms. [redacted] was billed $184.26 for this period of time and made a payment for this amount on June 15, 2017.
Additionally, T-Mobile records reflect that on May 24, 2017, Ms. [redacted] purchased two Samsung Galaxy S8 handsets at which time she paid $197.07 for down payments, SIM Starter Kits and applicable taxes. Please note that the SIM Starter Kit charges are non-refundable. As such, on July 11, 2017, when Ms. [redacted]’s equipment was returned, a refund was issued for $98.51 which is the amount she paid minus the charges for the SIM Starter Kits.
However, on August 31, 2017, an additional refund of $159.46 was issued to Ms. [redacted]. Thus Ms. [redacted] was refunded more than she was charged for her handsets. Furthermore, in an effort to amicably resolve the matter, on September 5, 2017, a refund was also issued for Ms. [redacted]’s payment of $184.26. The account remains closed with a zero balance. We regret any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
William B[redacted]
Executive Response

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 to Ruben for following up with me and resolving the issue.Sincerely, [redacted]

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

August 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

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

of your correspondence dated August 7, 2017, regarding the above-referenced file number.
T-Mobile regrets to hear of Mr. [redacted]’s concerns regarding the T-Mobile prepaid refill card that he purchased from Walmart. Regretfully, T-Mobile does not have the ability to research transactions completed at locations other than T-Mobile. Additionally, please be advised that per our Terms and Conditions, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”
However, as a gesture of goodwill and in an effort to amicably resolve the matter, on August 8, 2017, T-Mobile issued a refund to Mr. [redacted] in the form of a prepaid MasterCard that will be issued by Citibank. Mr. [redacted] should allow up to fourteen days to receive his card. We regret 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.
David T[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:
Sincerely,
[redacted] I Received 2 Phone Calls Just Before The Tmobile Executives Lunch Break Both Times. I Called Back and Was Forced To Leave A Message.  Which Was Never Given A Courtesy Call Even Letting Me Know They Received My Message. Making Me Indicate I'm Being Avoided.  When I First Applied For TMOBILE Late January 2014 I Was Paying Over 90$ For Phone Service Which Was Supposed To Be $70. Which Doesn't Even Reflect In My Records. This Is Absolutely Ridiculous And Will Be Taking Other Actions And Will No Longer Be A Customer With Tmobile If Not Looked Into ASAP

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to personally speak to Ms. Maggie R[redacted] to be sure my bill is settled and will be the same each month.  I will set up a direct payment with her.Thank 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

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however with a note of the following:I received the phone call from TMobile representative Mr. Carlos T[redacted] regarding my complaint, he listened to my explanation and apologize for the inconveniences caused.  I explained that my son [redacted], who listed as an authorized user on my plan, was offered the upgrade promotion at the TMobile store in Crystal City, VA.  If our rate plan is not applicable, the representative should know better than to offer it to form such misrepresentation and havoc.  There was also a contract in our history on line, with my digital signature on it agreeing to the financing of the phone and the headset:  I want to clarify that I did not and would not have signed for the financing of $1000 worth of equipment to include the iPhone and the wireless headset.  Nevertheless, Mr. Carlos T[redacted] did right by us removing the remaining balance of the equipment owned.  TMobile had credited a $175 in November which makes up for the automatic deductions of the monthly financing of the iPhone 7 and the headset.  I am satisfied with resolution and will remain a TMobile customer.Thank you very much for all the assistance to resolve this issue.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called and left messages. On Last call back Could not leave voice mail because his mailbox was full. I was told by the T-Mobile customer service right from the begining that my plan qualify for this deal and even all subsequent responses were same. T-Mobile should listen and share my conversation with Revdex.com which they record . I have many calls to customer service from black Friday night to last couple of weeks.They have never said that my plan is not eligible for this deal.  If they cannot fulfill their promise they should not advertise false ads. I don't want new phones , I want my old phone back.[redacted] 
Sincerely,
[redacted]

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