T-Mobile Usa Inc

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

October 1, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Family Mobile Account Holder: *. [redacted]
                        Your File No. [redacted]
                        Family Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 26, 2016, regarding the above-referenced account.  T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer.  Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile.
 
Family Mobile is sorry to hear that Ms. [redacted] wants to discontinue her Family Mobile account and the difficulties she has experienced when processing her cancelation request.
 
Please be advised that Family Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, Family Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the address Ms. [redacted] provided to your office matches the Family Mobile’s billing address mentioned above, as such; on October 1, 2016, Family Mobile canceled Ms. [redacted]’s account pursuant to her request.  It is important to note however; that Family Mobile has no records of Ms. [redacted] contacting Family Mobile’s Customer Care to request the cancelation of her account prior to September 25, 2016.
 
Please be advised that Family Mobile bills in arrears and as such the monthly billing statements reflect services provided during the prior month.  The above-referenced account has a billing cycle from the 9th of the month to the 8th of the following month.  It is important to note that anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
 
Family Mobile records confirm that Ms. [redacted]’s payment that was due on August 27, 2016, was not received on time, as such; on September 3, 2016, Family Mobile suspended the account for non-payment. Further review confirms that Ms. [redacted] remitted payment for her past due balance on September 19, 2016, in the amount of $43.93.
 
Ms. [redacted]’s account currently reflects a balance in the amount of $35.51 which consists of monthly service charges for the billing periods from August 9, 2016, through September 3, 2016, when the account was suspended for non-payment.  It is Family Mobile’s position that the balance is valid and owed.
 
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, Family Mobile will follow up with Ms. [redacted]’s account once her billing cycle closes after October 8, 2016, and credit any final prorated service charges assessed on Ms. [redacted]’s final billing statement yet to be produced dated October 9, 2016, for the periods from September 9, 2016, through the date of cancelation on October 10, 2016.  Family 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.  If you have any further questions please feel free to contact us at: Family Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM, 87190.  Our Customer Service department is also available to assist you from 6am - 9pm PST at 877-760-8760. 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Maggie R[redacted]
Executive Response

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...

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 16, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his rate plan. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care department.
From September 8, 2016 through December 6, 2016, T-Mobile offered a fourth line free through monthly bill credits when subscribed to our T-Mobile ONE rate plan. In order to qualify for this offer, customers must be enrolled in AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers will be billed the fourth line and receive monthly bill credits equivalent to the fourth line charge making it free. Please be advised customers who are enrolled in AutoPay receive additional discounts on their T-Mobile ONE rate plans even if they did not take advantage of the above referenced promotion. It is important to note that it can take up to two billing cycles for the fourth line free promotional credits to appear.
T-Mobile records indicate on September 16, 2016, Mr. [redacted] activated his T-Mobile account and subscribes to our T-Mobile ONE family rate plan for $130.00 per month for the first two lines of service and each additional line is $25.00 per month. Mr. [redacted] activated four lines of service and T-Mobile confirms his line ending in 0114 is receiving the fourth line free promotional monthly bill credits. Mr. [redacted]’s line ending in 0114 subscribes to our Premium Handset Protection feature for $12.00 per month.
Please be advised starting September 9, 2016, for a limited time, T-Mobile was offering customers who trade in their fully paid off Apple iPhone device get a new Apple iPhone 7 device for free or at a substantial discount. The new Apple iPhone 7 device must be on our Equipment Installment Plan (“EIP”) offering. The EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. Customers who take advantage of this offer will receive two separate credits, a trade in credit applied to their T-Mobile account, and a monthly promotional credit applied to their EIP for the Apple iPhone 7 device. It is important to note that customers must allow two billing cycles to pass from when they receive their Apple iPhone 7 device for the credits to apply.
T-Mobile records indicate, upon activation, Mr. [redacted] took advantage of this promotion with the purchase of an Apple iPhone 7 device and an Apple iPhone 7 Plus device. T-Mobile confirms Mr. [redacted] is receiving these devices at a substantial discount due to the monthly promotional credits applying to the EIP. T-Mobile regrets any confusion to Mr. [redacted] on this matter.
As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At the time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment is towards the prior carrier’s equipment installment balance and is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed to the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
On September 30, 2016, Mr. [redacted]’s line ending in 0114 was ported in from another carrier and received a trade-in credit to the account in the amount of $236.00. Based on the amount owed to this line’s prior carrier, and approval of the reimbursement request, Mr. [redacted] was sent a prepaid card in the amount of $126.80 for the balance of the equipment installments charged by the prior carrier. Please note T-Mobile will not reimburse any past due amounts owed to the prior carrier for monthly access charges and no further reimbursement is due.
From November 18, 2016 through November 22, 2016, T-Mobile ran a promotion that offered customers who activated two additional lines of service, on select rate plans, two lines for free. Customer must currently have two voice lines in order to get the two additional lines free. Customers are charged the additional line charge per month and will receive an automatic monthly bill credit for the same amount making them free. As with the other referenced promotions, it can take up to two billing cycles for customers to start receiving the promotional monthly bill credits. Please note customers who had the fourth line free promotion outlined above had the option to add one additional line of service for free.
T-Mobile records indicate on November 22, 2016, Mr. [redacted] activated a Mobile Internet line ending in 4069 on our T-Mobile ONE Tablet rate plan for $75.00 per month. Please note the T-Mobile ONE Tablet rate plan automatically qualifies for a discount because Mr. [redacted] has an active voice line and this line receives a Mobile Internet discount of $50.00 per month, an AutoPay discount of $5.00 per month, and the promotional monthly bill credits of $20.00 per month for the above outlined promotion, making it free. T-Mobile regrets any confusion to Mr. [redacted] regarding the activation date of this line.
Mr. [redacted]’s account is billed by a system known as “bill current”. This means that Mr. [redacted]’s regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service. On December 29, 2016, T-Mobile assisted Mr. [redacted] with updating his System Identifying Module (“SIM”) card for his Mobile Internet line. That same day and due to an inadvertent error, Mr. [redacted]’s rate plan was changed causing him to have prorated charges bill to his following monthly billing statement.
Mr. [redacted]’s January 17, 2017 monthly billing statement was in the amount of $461.30 which consisted of prorated monthly access charges in the amount of $310.61 for the billing cycle dates from December 17, 2016 through January 16, 2017, and new monthly access charges in the amount of $150.69 for the billing cycle dates from January 17, 2017 through February 16, 2017.
Upon speaking with Mr. [redacted] on February 21, 2017, we confirmed he is receiving all the promotional monthly bill credits outlined above. In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $310.61 for the prorated monthly access charges. The account currently reflects a $195.63 credit balance which will apply to future billing statements. Mr. [redacted] indicates this resolves his concerns to his satisfaction. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted] Executive Response

July 31, 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 July 26, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], however we were unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets that Mr. [redacted] did not feel as though our previous response fully addressed his concerns and we are grateful for the opportunity to provide an additional response to this matter. Please note that Mr. [redacted] may view the eligibility requirements for the Carrier Switching Cost Reimbursement program at his convenience at www.switch2tmobile.com/.
Although it remains T-Mobile’s position that Mr. [redacted] is ineligible to receive additional reimbursement for his mobile numbers ending in 6870, 0145, 6256, and 0926, in a continued effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr. [redacted] may send an unaltered copy of his final billing statement from his previous service provider which clearly reflects his itemized cancellation charges to my attention at [redacted]@T-Mobile.com.
Upon review, T-Mobile agrees to submit a prepaid debit card in the amount of Mr. [redacted]’s qualifying cancellation charges less the previously reimbursed amount of $160.00. Please be advised that Mr. [redacted] must provide the above-referenced documentation within 30 days from the date of this letter in order to take advantage of this offer. 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.
Brandon M[redacted]
Executive Response

October 26, 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 October 18, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect excellent coverage. Upon further review of Ms. [redacted]’s coverage area, three of the towers that directly service her home address on file are undergoing modernization. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. As such T-Mobile has engaged our engineering team to provided Ms. [redacted] with an estimated time of completion on said towers. In an effort to amicably resolve this matter on October 24, 2016, T-Mobile sent a signal booster to Ms. [redacted]’s home address on file. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

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]

June 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 12, 2017 regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] continues to have concerns regarding her handset return. As shared in our previous correspondence to your office, though we do not show receipt of Ms. [redacted]’s handsets, we processed the return on good faith that the handsets were being returned. This was done on June 12, 2017 at which time a refund was issued to the original form of payment of $167.98 per handset. As we processed the return, a notification was sent to Ms. [redacted] notifying her of the return being processed even though we are not in receipt of her handsets. As we also advised, Ms. [redacted] should have allowed seven to ten days from June 12, 2017 to receive her refund. If Ms. [redacted] has still not received her refund, she may contact me at the number below. 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.
David T[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her change of ownership request. On October 1, 2015, a Change of Responsibility (“COR”) was completed in which Ms. [redacted]’s lines of service ending in [redacted] and [redacted] were transferred from an existing T-Mobile account to the account number referenced above listed under [redacted]’s name.
T-Mobile records confirm Ms. [redacted]’s account subscribes to the Simple Choice North America Unlimited Talk, Text, and 10GB data rate plan for $100.00 per month for two lines of service, which is the same as the rate plan on the previous account. However, due to an inadvertent error, the JUMP! feature which includes equipment protection insurance was not added to the new account. T-Mobile regrets any inconvenience to Ms. [redacted] on this matter. On March 28, 2016, the JUMP! feature was added to the two lines of service and is currently billed at $12.00 each per month.
Please note, when a COR is completed, the new account owner has the option of transferring Equipment Installment Plan (“EIP”) agreements from the previous account to the new account. Regrettably, this process was not completed when Ms. [redacted]’s account was created.
As outlined in her correspondence to your office, Ms. [redacted] worked with T-Mobile’s corporate office on March 28, 2016. At that time, T-Mobile offered to create 11 monthly installment charges of $33.00 per month on Ms. [redacted]’s new account for the Samsung Galaxy Note 4 device and end the monthly EIP charges on the previous account as we were unable to transfer the EIP. Additionally, Ms. [redacted] was offered the return of her Samsung Galaxy Note 4 device and upon receipt; any remaining $33.00 installments would be waived.
On April 3, 2017, our corporate office further reviewed Ms. [redacted]’s account and confirmed the $33.00 monthly charges ended in February 2017 and T-Mobile did not receive the Samsung Galaxy Note 4 device as a return for credit. T-Mobile advised Ms. [redacted] that there were no remaining monthly charges for the Samsung Galaxy Note 4 device and that she has the option of trading in the device for possible credit towards the purchase of a new device.
As outlined above, T-Mobile records confirm the rate plan has remained the same since the activation of Ms. [redacted]’s account and the JUMP! feature has been added as of March 28, 2016. 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.
Jennifer 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. I would like to add to the record that I made multiple calls to T-Mobile between July 2015 and March 2016, requesting that LG tablet be removed from my account and I was instructed to do various things from requesting an investigation to filing a police report for a stolen item that was in T-Mobile's possession the entire time.   Also, I spoke with 6 people (4 supervisors) on the phone and  I was only given a credit for one line after speaking to Martha A[redacted] at the TMobile store.  I am happy that this is finally over and TMobile has agreed to not charge me for a service that I did not use on a account that they removed my access to.
 
 
Sincerely, [redacted]

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

June 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Name: [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 28, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
T-Mobile records confirm that as of March 15, 2017, Ms. [redacted] is subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $180.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that Ms. [redacted] is eligible to receive a $5.00 discount per line to reduce her rate plan to $160.00 per month if the account is enrolled in AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Furthermore, T-Mobile records do not support that Ms. [redacted] was provided a monthly rate of $165.00 for her service.
T-Mobile further regrets to hear that Ms. [redacted] has concerns about the billing and payments on her account. T-Mobile has asked Ms. [redacted] to fax or email an unaltered bank statement that displays the disputed $265.00 payment and a running balance prior to and following the payment. Ms. [redacted] may fax her bank statement to 505-998-3796 or via email at [redacted]@T-Mobile.com. Upon receipt of that documentation T-Mobile will investigate Ms. [redacted]’s missing payment and will apprise her of our findings. T-Mobile regrets any inconvenience to Ms. [redacted].
In addition, T-Mobile has placed a temporary hold on payment on Ms. [redacted]’s account through June 14, 2017, to allow Ms. [redacted] time to submit her documentation.
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.
Abigail [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]

October 6, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 28, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding Mr. [redacted] August 25, 2015 billing statement that reflected a balance of $813.68 which consisted of monthly recurring charges, monthly EIP fees, a $656.35 non-return fee and applicable taxes. T-Mobile records indicate on June 22, 2015, a handset replacement was ordered for Mr. [redacted] non-working handset, and it was shipped to him on June 27, 2015. T-Mobile records do not reflect the non-working device as being received, as such; Mr. [redacted] was charged $656.35 for the non-return fee and applicable taxes. As Mr. [redacted] account was set up on EasyPay on September 15, 2015 the balance of $813.68 was debited from the stored credit card, debit card or checking account supplied by Mr. [redacted]. T-Mobile records indicate that on September 15, 2015 Mr. [redacted] contacted our Customer Care regarding the non-return fee at which time T-Mobile applied a credit of $676.35 for the fee, applicable taxes, and $20.00 for overdraft fee. The refund form number [redacted] was declined as our Handset Research department had not confirmed the return of the equipment to our warehouse. T-Mobile records indicate that on September 26, 2015 spoke with our Customer Care and requested that the credit of $676.35 be applied towards his EIP balance. Please note that Mr. [redacted] EIP balance is now $43.97 and the remaining number of installments has been reduced to two months. In an effort to amicably resolve Mr. [redacted] concerns T-Mobile applied an additional credit of $157.33 for one month of service and offered to remove the credit placed on the EIP balance and restore his EIP installments and refund the total amount of $676.35, at which time Mr. [redacted] respectfully declined as he would be cancelling his service. T-Mobile offered to credit Mr. [redacted] final billing statement if he chooses to port out his numbers by October 24, 2015. , Should Mr. [redacted] chose to keep his T-Mobile service he would remain responsible for any monthly recurring charges assessed toward the account, the remaining EIP balance of $84.94 and applicable taxes. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Luv V[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

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with our recent T-Mobile Tuesdays offer. T-Mobile records confirm that on August 22, 2017 an offer for a free basic oil change was extended to T-Mobile customers through our T-Mobile Tuesdays give-aways. If redeemed this offer is able to be redeemed through September 30, 2017. In regards to Mr. [redacted]’s account his mobile number ending in 9302 did redeem the offer; however, he has not used the code. T-Mobile was made aware of an inadvertent system error which was causing codes to show as expired when they were not and has begun working to resolve this issue as quickly as possible.
In an attempt to resolve Mr. [redacted]’s concerns T-Mobile has issued a new code to him that will be eligible at a participation location. Mr. [redacted] would still set an appointment by September 30, 2017, and once he is at his appointment he must show the Meineke employee the code and provide his phone number and the Meineke employee will input and validate the code. 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.
Lauren L[redacted] Executive Response

October 18, 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 October 10 2016, regarding the above-referenced account. T-Mobile continues to work with Ms. [redacted] regarding her concerns as our goal is to ensure they are resolved 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 following her interaction with our sales associates. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to prevent experiences such as these in the future. Ms. [redacted]’s account is currently subscribed to the Family Match Voice 10GB plan with a monthly cost of $100.00 for the first two lines and $20.00 for each additional line. As Ms. [redacted] account has three active lines, the monthly cost of the rate plan is $120.00 plus applicable taxes, fees, and surcharges. Each of the lines is also subscribed to the JUMP! feature with a monthly a cost of $9.00. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period. When combined with the cost of the rate plan, the total in monthly service costs is $138.00 plus applicable taxes, fees, and surcharges. T-Mobile records indicate that, on June 4, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of three Samsung J7 handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Ms. [redacted]’s personal credit history at the time of her purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00 for the three devices. When combined with the monthly cost of her services, Ms. [redacted] could expect monthly recurring charges to total $168.00 plus applicable taxes, fees, and surcharges. T-Mobile regrets any confusion Ms. [redacted] may have experienced in regards to the expected monthly cost of her service and equipment. From May 27, 2016 through June 9, 2016, eligible T-Mobile customers who bought any Samsung smartphone on EIP, and activated a new line, could get a second Samsung smartphone of equal or lesser value for free via rebate. T-Mobile records confirm that Ms. [redacted] did meet the qualifications for this offer, and on September 8, 2016, the rebate request was submitted via the https://promotions.t-mobile.com/ web site. The request was approved on September 9, 2016 and mailed to the address provided by Ms. [redacted] on September 29, 2016; Ms. [redacted] should receive it soon if she has not received it already. While it is T-Mobile’s position Ms. [redacted] is being billed accurately, we wish to provide her with a truly un-carrier experience. T-Mobile has offered to apply a lump sum credit of $240.00 which is equivalent to the $10.00 monthly cost difference for a period of 24 months. T-Mobile asks Ms. [redacted] to contact our Executive Response Team at the number below within 30 days from the date of this letter if she wishes to take advantage of this offer. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 6, 2017, regarding the above-referenced file number.
Although Mr. [redacted] states he is an authorized user of the account, T-Mobile records confirm that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr. [redacted] regarding his correspondence to your office. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 800-937-8997. Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number listed below to discuss this matter further.
Furthermore, please be advised that T-Mobile has not received a notice of representation from Mr. [redacted]’s attorney. However, if Mr. [redacted] has retained legal counsel, all communication must be sent to T-Mobile’s Legal department via written correspondence at the following address:
T-Mobile Wireless
Legal Department
12920 SE 38th Street
Bellevue, WA 98006-1350
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.
Brandon M[redacted]
Executive Response