T-Mobile Usa Inc

August 10, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 5, 2016 regarding the above-referenced account. 
 
T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge.  This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries).  Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan.
 
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps.  These speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and maps.  However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad.  Additionally, voice calls back to the U.S. and to Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.
 
It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees).  Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.
 
T-Mobile records indicate Mr, [redacted], who is subscribed to an eligible rate plan was using data devices on the mobile numbers ending in [redacted] and [redacted] while recently internationally roaming in Jordan which is does not fall within the Simple Global coverage. 
 
Our records indicate that Mr. [redacted] was charged a total of $342.75 for international charges from June 27, 2016 through July7 26, 2016 plus applicable taxes.
 
As a courtesy an in an effort to amicably resolve this matter, T-Mobile placed a credit to Mr. [redacted]’s account in the amount of $342.75 for international charges from June 27, 2016 through July7 26, 2016 plus applicable taxes bringing the account balance to $170.31. Mr. [redacted] has accepted this as resolution to her concerns.
 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christopher R[redacted]
Executive Response

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

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]

February 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 February 10, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns that Mr. [redacted] has with his equipment upgrade. T-Mobile records confirm that on December 6, 2015, Mr. [redacted] visited a T-Mobile retail store and during this visit he participated in our JUMP! On Demand (“JOD”) program wherein he leased an iPhone 6s 16GB device for his number ending in [redacted] and agreed to pay 18 monthly lease payments of $27.00. Further records confirm that Mr. [redacted] had previously financed an iPhone 6 16GB through our Equipment Installment Plan (“EIP”) offering and at the time of the above visit, he had a remaining balance of $460.36. It is important to note that customers cannot “JUMP” between an EIP loan and a JOD lease. As such, when a customer has an existing EIP loan and they trade in their equipment, the trade in value for the equipment is applied directly to their existing EIP loan and the customer is responsible for the remaining portion of the loan. Additional records confirm that Mr. [redacted] iPhone 6 16GB had a trade in value of $250.00. As such, the retail sales representative applied a $60.00 credit to Mr. [redacted] existing EIP loan and Mr. [redacted] remitted payment toward his existing EIP loan in the amount of $150.36. After the credit and payment were applied Mr. [redacted] existing EIP loan had an outstanding balance of $250.00. Therefore, when Mr. [redacted] traded in his iPhone 6, the trade in value was to be applied to the EIP loan, bringing the loan balance to zero. We apologize if Mr. [redacted] was led to believe that he was supposed to receive an account credit of $250.00 in addition to the waiver of his EIP loan balance as the trade in credit was only to be applied toward the existing EIP loan balance. Unfortunately, due to an inadvertent error, the trade-in credit was not applied toward Mr. [redacted] existing EIP loan or his account balance. As such, Mr. [redacted] continued to be billed for his EIP loan installments on his December 2015 and January 2016 billing statements. In an effort to amicably resolve this issue, we have ended the EIP loan for the iPhone 6 and waived the remaining balance. As an additional courtesy we have applied credits totaling $304.16 to Mr. [redacted] account for the EIP loan installments which were assessed to his December 2015 and January 2016 billing statement and to provide him with a $250.00 credit toward his monthly charges. Mr. [redacted] account now has a credit balance of $304.16 and he may verify this by visiting www.T-Mobile.com or by dialing #225# on his T-Mobile device. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

October 17, 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 4, 2017, regarding the above-referenced account.  Please be advised that T-Mobile attempted to contact Ms. [redacted], without success.  At this time, T-Mobile will respond to both you and Ms. [redacted] with this letter and we hope to resolve this matter for her.   T-Mobile regrets that Ms. [redacted] has concerns with the Equipment Installment Plan (“EIP”) balances that were transferred to her account, and we appreciate the opportunity to resolve this matter with her.  On August 9, 2016, Ms. [redacted] completed a Change of Responsibility (“COR”) with the mobile number ending in 4181, and at that time she took ownership of that line of service from the previous billing responsible party.  On August 9, 2016, the previous billing responsible party purchased equipment on our EIP on the original account.  The previous billing responsible party visited a T-Mobile retail location on July 15, 2017, and stated that the EIPs on his account for an Apple iPhone 6S handset and a Samsung Galaxy S6 handset were not his and were Ms. [redacted]’ and that the EIPs were supposed to be on her account. Please be advised that the EIPs were then transferred to Ms. [redacted]’ account at that time.   On October 3, 2017, T-Mobile issued credits totaling $75.68 to Ms. [redacted]’ account for the disputed EIP charges for the two handsets.  In addition, on October 5, 2017, T-Mobile closed the two disputed EIPs from Ms. [redacted]’ account.  Ms. [redacted] will not be charged for the two disputed handsets again.  Ms. [redacted]’ revised balance is $393.99 and is past due.  Ms. [redacted] may contact T-Mobile at 800-937-8997 to discuss payment options that may be available.   T-Mobile appreciates Ms. [redacted]’ business and we regret any inconvenience that she may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response Tell us why here...

August 17, 2015
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 August 9, 2015, regarding the above-referenced account.  Please be advised that Mr. [redacted] is listed as an authorized user on the above account.
 
T-Mobile regrets the inconvenience Mr. [redacted] experienced with delay in transferring his mobile numbers ending in [redacted] and [redacted] to T-Mobile.  In order to port a number to T-Mobile, the person requesting the port must provide the account number, account name, and password from the account the numbers are being ported from.  Additionally the requestor must provide the account number, account name, and password the numbers are being ported to.  Please be advised that if the information provided is accurate, then the port request will be processed.  After careful review we have determined that the information that was provided in each of the submitted port requests was inaccurate; therefore, the port requests were not processed.
 
On August 8, 2015, mobile numbers ending in [redacted] and [redacted] were successfully ported to the above account.  As a courtesy for the inconvenience Mr. [redacted] experienced, T-Mobile issued a $30.00 credit, bringing the account to a credit balance of $135.00.  Mr. [redacted] has confirmed that his issue has been resolved to his satisfaction. 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at[redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Cindy M[redacted]
Executive Response

May 18, 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 May 11, 2017, regarding the above-referenced account. Mr. [redacted] has confirmed that he and Mr. [redacted] are the same person. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns that Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on January 22, 2017, with two lines of service, which he ported-in from another provider. Mr. [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $130.00 monthly. Mr. [redacted]’s line of service ending in 6952 was subscribed to our JUMP! 2 handset protection feature at $12.00 monthly. As such, Mr. [redacted]’s monthly access charges were $142.00.
Additionally, on January 22, 2017, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG V20 handset. Mr. [redacted] remitted a down payment in the amount of $49.99, and agreed to 24 monthly installments in the amount of $30.00 for the remaining device balance. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
At the time of Mr. [redacted]’s activation, T-Mobile offered a promotion, known as our Tax Time Switcher promotion. This promotional offer allowed customers who port-in a new line of service on a qualified rate plan to receive a mail-in rebate in the amount of $150.00 per line of service. This promotional offer required that qualified customers submit an online request for the refund, via http://www.T-Mobile.com/promotions within 30 days of the date of activation. It is important to note that this promotional offer may not be compatible with other promotional offers. Regrettably, our records confirm that a submission for this promotional offer was not received from Mr. [redacted] until March 20, 2017. As this was outside the provided 30 day timeframe, Mr. [redacted] was not eligible for this promotional offer.
In addition to our Tax Time Switcher promotion, Mr. [redacted] indicated that he wished to participate in our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom promotion reimburses consumers’ early termination fees up to $350.00 per line and provides account credits of up to $600.00 per device traded-in at the time of their activation – for up to twelve lines of service.
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. Regrettably, our records do not indicate that a submission for the Carrier Freedom program was received from Mr. [redacted].
On February 27, 2017, Mr. [redacted] initiated an early payment of $160.00 towards the LG V20 handset. It is important to note that as part of the early payment process at that time, the payment is immediately processed to the account, with a charge for the EIP amount to appear on the following billing statement. As Mr. [redacted] had a balance owed at the time of his early EIP payment, the payment was applied to the account balance owed, reducing the balance to $12.00. Mr. [redacted] remitted a payment in the amount of $72.00 on February 27, 2017, which left the account active, with a credit balance of $60.00. Mr. [redacted]’s March 23, 2017 billing statement was in the amount of $332.00, for monthly access charges, monthly EIP, and the early EIP payment amount. Due to the credit balance, Mr. [redacted]’s account reflected a balance owed in the amount of $272.00.
Mr. [redacted] cancelled his account on March 28, 2017, when he ported his numbers to another provider. As Mr. [redacted] had an open EIP at that time, the remaining balance was assessed to his final billing statement. On April 15, 2017, Mr. [redacted] remitted a payment in the amount of $272.00 for the balance owed at that time. The final billing statement, dated April 23, 2017, was in the amount of $470.00, as it included the remaining EIP balance, minus credits issued to prorate the monthly access charges. A payment for this balance was remitted on May 10, 2017. Mr. [redacted]’s account remains closed, with a zero balance. It is T-Mobile’s position that based on the above, Mr. [redacted] has been billed according to his rate plan and EIP.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offers to allow him to send a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a refund to him for the qualified Carrier Freedom charges as described above. Mr. [redacted] may send this documentation via a facsimile to my attention at 505-998-3796. Alternatively, Mr. [redacted] may contact me directly at the number below to discuss options to provide the itemized final billing statement via email. T-Mobile requests that Mr. [redacted] provide this documentation no later than May 31, 2017, to accept this offer as resolution to his concerns. T-Mobile regrets any inconvenience Mr. [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

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]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted]’s four lines of service were subscribed to our Simple Choice Family 4GB promotional rate plan with four lines for $100.00 per month plus applicable taxes. Following a conversation with our Customer Care on May 31, 2017, Mr. [redacted] selected a 6GB data feature for his mobile number ending 7888 for $15.00 per month. As such, Mr. [redacted] was billed according to his selected rate plan and selected features.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to enroll the account in our Simple Choice Family Match 6GB promotional rate plan with four lines for $120.00 per month plus applicable taxes, which is no longer available for selection. Mr. [redacted] accepted this offer, effective August 19, 2017. Going forward, Mr. [redacted] can expect his monthly recurring charges to be $120.00 plus applicable taxes and he accepted the price difference. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate the opportunity to address his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

May 31, 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. Please note that the account holder of record is [redacted] and Mr. [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
Mobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirements. T-Mobile records confirm that we received several MDU requests for a Samsung Galaxy S5 handset with IMEI [redacted]. However, due to a clerical error, these requests were declined. T-Mobile has confirmed that the handset is qualified for a MDU request approval and we have provided Mr. [redacted] with the unlock code as well as the instructions on how to unlock the device.
T-Mobile has also provided Mr. [redacted] with the email address [redacted]@T-Mobile.com along with the mobile number listed below. If Mr. [redacted] encounters any difficulties unlocking the device, T-Mobile asks that he contact me for further assistance. T-Mobile thanks Mr. [redacted]’s patience throughout 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.
Liana G[redacted] Executive Response

April 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 March 27, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the final balance on his 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 Mr. [redacted]’s contact with our Customer Care department.
On May 20, 2013, Mr. [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text family rate plan for $80.00 per month for two lines of service. Mr. [redacted]’s account was billed by a system known as “bill current”. This means that Mr. [redacted]’s regular monthly rate plan and feature charges were billed in advance of the service being provided.
Mr. [redacted]’s February 3, 2017, monthly billing statement was in the amount of $186.13 and consisted of monthly access charges and fees and taxes for the billing period from January 3, 2017 through March 2, 2017. On February 9, 2017, T-Mobile received a payment in the amount of $186.13. Regrettably, on February 10, 2017, Mr. [redacted] cancelled his T-Mobile account when he ported his lines to a new carrier.
Mr. [redacted]’s final monthly billing statement was in the amount of $1.28 for a late payment fee. Mr. [redacted] was billed $61.33 for his services from February 10, 2017, through March 2, 2017 and an adjustment of the same amount was applied to offset this charge. On March 26, 2017, an adjustment in the amount of $1.28 was applied to the account for the late payment fee.
As Mr. [redacted] paid for services through March 2, 2017, and in an effort to amicably resolve this matter, T-Mobile issued Mr. [redacted] a prepaid refund card in the amount of $61.33 which will be received within seven to ten business days. Mr. [redacted]’s account remains cancelled with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted]
Executive Response

August 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 July 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced with our Handset Exchange Program and we appreciate the opportunity to provide the necessary details. On January 22, 2017, T-Mobile records reflect Ms. [redacted] purchased a Samsung Galaxy J7 at a cost of $249.99 plus applicable taxes and fees which was a total of $306.24. Ms. [redacted] paid the handset in full at the time of purchase. Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. Wright is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. It is important to note that with our Handset Exchange Program, T-Mobile will replace the customer’s handset with a new or like new handset.
In Ms. [redacted]’s correspondence to your office she states that she would like a new handset that is equal to the value of her Samsung Galaxy J7. Please be advised that pursuant to T-Mobile’s policy, Ms. [redacted] is eligible to receive a replacement handset of the same model handset through our Handset Exchange Program.
Nevertheless, as a gesture of goodwill and a means to amicably resolve Ms. [redacted]’s concerns, on July 24, 2017, T-Mobile applied a courtesy credit in the amount of $130.00. Additionally, upon speaking with Ms. [redacted] on August 1, 2017, T-Mobile offered to apply an account credit in the amount of $176.24 which when added to the aforementioned credit covers the cost of the handset. Ms. [redacted] stated she needed some time to think about the offer and hence did not accept the offer at this time. Should Ms. [redacted] wish to accept T-Mobile’s offer she may contact our office at the number listed below no later than August 11, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent 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.
Carlos T[redacted]
Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 23, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced with unlocking his iPhone. Device unlock codes are available to customers who meet our eligibility requirements. A review of your account confirms that on January 22, 2017, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in 0433. However, at that time the device was not eligible for a Mobile Device Unlock code as Mr. [redacted] had not yet applied the required $100.00 in refills to his prepaid account.
Nevertheless, in an effort to amicably resolve this issue, T-Mobile has approved Mr. [redacted]’s iPhone 6 to be unlocked. As such, Mr. [redacted] may insert a non-T-Mobile SIM card into the device and follow the instructions on the device to unlock the iPhone 6. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Brian W[redacted] Executive Response

August 1, 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 July 18, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] with regards to her T-Mobile account.  Please be assured that T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent visit to our Retails Store.   T-Mobile records indicate that on June 29, 2017, Ms. [redacted] activated service with T-Mobile, purchased two Apple iPhone 6S handsets under an Equipment Installment Plan and remitted a down payment for those handsets in the amount of $671.98 plus taxes and fees.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding her daughter’s handset being damaged during the above transaction.          Please note that in order to qualify for the Carrier Freedom reimbursement, Ms. [redacted] was to trade-in the handset she was using with her previous carrier, and then submit her final bill from her previous carrier online at www.Switch2T-Mobile.com.  The final bill was to include the final equipment charges and Early Termination Fees charged by her previous carrier.  Our records indicate that on July 25, 2017, the correct documentation was submitted on the above website and as a result Ms. [redacted]’ Carrier Freedom reimbursement was processed and she will receive it within two to three weeks from the above date.         Please note that T-Mobile will have to respectfully decline Ms. [redacted]’ request for a refund in the amount of $427.00 however, on July 27, 2017, in an effort to amicably resolve her damaged handsets concerns, T-Mobile upgraded her daughter’s mobile number ending in 0289 to an Apple iPhone 6S Plus 32GB handset in Rose Gold at no additional cost and will be delivered her billing address within three to five business days.  Please be advised that a charge in the amount of $649.99 plus taxes will be added to Ms. [redacted]’ T-Mobile billing statement with the due date of August 22, 2017, and we will apply a credit in full after the bill cycle date of August 1, 2017.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.     Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Cesar R[redacted] Executive Response

March 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327              ...

Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 15, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets that Mr. [redacted] has concerns with his final account balance.  Mr. [redacted]’s account was activated on September 29, 2014 and was cancelled on May 3, 2016 when the mobile numbers were transferred to a new billing responsible party.   On November 2, 2015 and again on April 28, 2016, Mr. [redacted] leased an Apple iPhone SE handset and an Apple iPhone 6S Plus 16 GB handset with our JUMP! On Demand (“JOD”) leasing option.  JOD is a new way for customers to upgrade to the hottest devices whenever they want. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.   JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.   T-Mobile last received a payment in the amount of $47.34 on April 19, 2016, which left the account with a credit balance in the amount of $65.44 that was applied toward the billing statement dated May 1, 2016.  The billing statement dated May 1, 2016 reflects the credit balance in the amount of $65.44 and new charges in the amount of $206.10 with a new balance due in the amount of $140.66 for monthly access charges, $2.69 for an international call, JOD monthly installments, and taxes for services billed in advance from May 2, 2016 through June 1, 2016.    Mr. [redacted]’s final billing statement dated June 1, 2016 reflected a balance due in the amount of $1,191.32, which included pro-rated monthly access charges for services rendered from May 2, 2016 through May 3, 2016 (the charges that were billed from ay 3, 2016 through June 1, 2016 were adjusted on this billing statement with credits in the amount of $77.32), the purchase option of $191.99 and the remaining lease payments of $372.00 were billed for the Apple iPhone 6S Plus handset, the purchase option of $121.99 and the remaining lease payments of $357.00 were billed for the Apple iPhone SE handset and taxes.    Since Mr. [redacted] did not complete the lease, he would have still been responsible to pay the remaining lease installments of $372.00 for the Apple iPhone 6S Plus handset although the purchase option of $191.99 would have been eligible to be credited upon receipt of the handset.  Mr. [redacted] would also be liable to pay the remaining lease payments of $357.00 for the Apple iPhone SE handset and the purchase option of $121.99 would have been eligible to be waived with the returned handset.  Upon receipt of Mr. [redacted]’s returned handsets, T-Mobile should have issued credits totaling $313.98 for the lease purchase options.  However; on July 6, 2016, once we located Mr. [redacted]’s handsets, T-Mobile issued credits to the account totaling $614.05 for the returned handsets, which is an additional credit of $300.07.  The credit from July 6, 2016 left a remaining balance of $577.27 for the remaining lease payments for the handsets.   As a courtesy to Mr. [redacted], on March 22, 2017, T-Mobile issued a credit in the amount of $577.27 to the account for the final balance.  Mr. [redacted]’s account is closed with a zero balance. The account was referred to a third party collection agency on March 3, 2017.  Since T-Mobile credited the final balance in full, the account should be removed from collections within three business days when the collection agency’s records are update with the zero balance and if they reported the account to the credit bureaus, any negative remarks should be deleted by the credit bureaus within 90-days.    Mr. [redacted] is free to pursue a new account at this time and we look forward to assisting him.  Mr. [redacted] may contact our Telesales office at 1 (800) T-Mobile (866-2453), he may activate service online at www.T-Mobile.com or in a retail location to discuss activating new service.   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.   Ally Y[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]
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 8, 2017, regarding the above-referenced account. T-Mobile understands that a higher than usual bill can be frustrating and we regret any concerns to Ms. [redacted] regarding her T-Mobile billing.
Please be advised that the allegations of a missing payment resulting in service suspension and billing calls not associated to her T-Mobile account. Please be assured that we strive 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 when Ms. [redacted] contacted our Customer Care.
On July 3, 2013, Ms. [redacted] activated the above-referenced account and is currently subscribed to T-Mobile ONE Taxes Included rate plan for $180.00 per month with mobile numbers ending in [redacted], 9073, [redacted]. The lines ending in [redacted] and [redacted] are the additional lines on the account and each pay $25.00 per month. The line ending in [redacted] has the JUMP! 2.0 feature for $9.00 per month. The lines ending in [redacted] and [redacted] have the Premium Handset Protection Mobile Security feature for $12.00 per line per month. The lines ending in [redacted] and [redacted] have the JUMP! 2.0 feature for $12.00 per line per month.
Additionally, Ms. [redacted] has three mobile internet lines ending in [redacted] each subscribed to T-Mobile ONE Tablet Mobile Internet Taxes Included rate plan for $75.00 per line per month. Based on the above, Ms. [redacted]’s estimated monthly recurring charge is approximately $512.00 before applicable taxes and fees.
T-Mobile records indicate Ms. [redacted] qualified for and took advantage of multiple Equipment Installment Plans (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments.
• June 23, 2015, one Beats Powerbeats 2 wireless headset and one LG G4 T21 Evolution Wallet accessory with 24 monthly installments in the amount of $10.20.
• May 10, 2015, one Samsung Galaxy S6 OB Commuter accessory, two LG Tone Pro accessories, two ZTE 4G LTE HotSpots, one Alcatel Fierce two screen protector and one Samsung screen protector with 24 monthly installments of $17.83.
• October 10, 2015, one LG Tone Bluetooth, one Samsung Premium S Wireless Charging Pad, one Samsung Note 5 S-View Clear accessory and one Samsung Note 5 T21 Impact Shield with 24 monthly installments of $12.30.
• November 21, 2015, one iPhone 6 Plus Lifeproof accessory with 24 monthly installments in the amount of $4.17.
• May 28, 2016, one Samsung J7 handset with 24 monthly installments in the amount of $10.00.
• May 28, 2016, one Sony 16GB micro SD card, one Sony 32GB micro SD card, one Samsung Galaxy S7 HD Dry Full Body accessory, one Samsung Fast Charge Wireless Charge Stand, one Samsung Galaxy S7 T21 Evolution Wallet, one Samsung J7 Roll-On Extreme Impact accessory and one Samsung J7 T21 Evolution Tactical accessory with 24 monthly installments in the amount of $11.07.
• May 28, 2016, one Samsung Galaxy S7 32GB handset with 24 monthly installments in the amount of $28.34.
• October 8, 2016, one Samsung Galaxy Note 4 handset with 24 with 24 monthly installments in the amount of $18.75.
• October 13, 2016, one Samsung Note 5 T21 Impact Shield and one Logitech Megaboom with 24 monthly installments in the amount of $12.92.
• March 1, 2017, one Samsung Galaxy Tab E with 24 monthly installments in the amount of $10.00.
T-Mobile records indicate Ms. [redacted] qualified for and took advantage of the below JUMP! On Demand lease program (“JOD”). JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments with taxes, upon approved credit. Customers only pay taxes on the capital cost reduction payment at the time they receive the device.
• October 10, 2015, one Samsung Galaxy Note 5 32 gigabytes (“GB”) handset with 18 monthly installments in the amount of $29.00 plus applicable taxes.
• November 21, 2015, one iPhone 6S Plus 16GB handset with 18 monthly installments in the amount of $31.00 plus applicable taxes.
• October 13, 2016, one Samsung Galaxy Note 5 32GB with 18 monthly installments in the amount of $30.50 plus applicable taxes.
It is important to mention that Ms. [redacted]’s account is enrolled into several T-Mobile promotions and subject to receive monthly promotional bill credits totaling $185.00 per month. Based on the above, Ms. [redacted] estimated monthly recurring charge is $553.08 which includes her EIP and JOD monthly payments, all promotional bill credits and before any applicable taxes and fees.
Please note that Ms. [redacted]’s account is a bill current account meaning that payment for services rendered is due a week prior to the bill cycle end date. T-Mobile records indicate that Ms. [redacted]’s billing statement dated April 2, 2017, had a balance of $705.59 for monthly recurring charges, features, applicable taxes and fees billed from February 21, 2017 to April 20, 2017, EIP and JOD payments, and a payment convenience fee of $5.00. Please note that on April 5, 2017, a courtesy credit of $100.00 towards the account balance was posted to the account, leaving the account with a remaining balance of $605.59.
Regarding Ms. [redacted]’s concerns of a missing payment, she may submit of her payment receipt to my attention within 15 days of the date of this letter to my attention at Aika.A[redacted]@T-Mobile.com or via facsimile at 505-998-3796. Upon receipt T-Mobile will review this concern further and apprise Ms. [redacted] of our findings. Additionally, we updated Ms. [redacted]’s contact information to prevent collection calls from a separate T-Mobile account going forward.
In an effort to amicably resolve this matter, upon speaking with Ms. [redacted] on April 10, 2017, T-Mobile issued a one-time courtesy credit in the amount of $351.00 towards the charges reflected on her billing statement dated April 2, 2017, leaving the account with a remaining balance of $254.59. We regret any inconvenience to Ms. [redacted] and appreciate her feedback.
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

May 31, 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 May 23, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] with respect to the outstanding balance on her account. T-Mobile records confirm that Ms. [redacted] canceled her account on September 17, 2015 when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through October 14, 2015. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile has issued a credit of $94.01 to Ms. [redacted]’s account bringing it to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the previously assigned collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to be updated. If any derogatory credit reporting remains after this timeframe, Ms. [redacted] will need to dispute this reporting directly with the applicable credit bureau. 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

August 17, 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] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We regret Mr. [redacted]’s concerns with our retail location and tablet promotion. From June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers could receive an Alcatel One Touch POP 7 LTE tablet via our Father’s Day Tablet On Us promotional offering when signing up for a 1 GB or higher Mobile Internet (“MI”) plan and purchasing the tablet on an Equipment Installment Plan (“EIP”). Once purchased, customers were requested to submit for a rebate of the purchase price on the website t-mobile.com/promotions within 30 days of the upgrade. T-Mobile records confirm that on June 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch POP 7 LTE tablet. Mr. [redacted] purchased this tablet, along with activating the MI line ending in [redacted], to take advantage of the above-mentioned promotion. Please be advised Mr. [redacted] met each of the tablet requirements; however, records confirm the online submission for the rebate was unfortunately not completed. In an effort to amicably resolve Mr. [redacted]’s concerns however, T-Mobile offered to waive and credit the remaining EIP balance for the POP 7 tablet equaling $119.15. Furthermore, T-Mobile placed credits totaling $10.84 for the previously paid EIP installment charges. This credit brings Ms. [redacted]’s account to a credit balance of $5.42. T-Mobile regrets any inconvenience to Mr. [redacted]. 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 retail location. 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. Kimo C[redacted] Executive Response

April 24, 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 12, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding T-Mobile’s promotional AutoPay discount. Please be advised that customers subscribed to T-Mobile ONE who enroll in AutoPay receive a $5.00 credit per line of service, per month, while they maintain enrollment thereby allowing for customers to have two voice lines on T-Mobile ONE for a monthly cost of $100.00 including applicable taxes and fees. AutoPay automatically deducts funds from a customer's chosen payment method, i.e., bank account or credit card, approximately two days before the bill due date and applies them to the account as a payment.
As Ms. [redacted] is not enrolled in AutoPay, she is ineligible to receive the monthly AutoPay discount.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on April 20, 2017, T-Mobile offered to apply a credit in the amount of $120.00 toward her account which is equivalent to 12 months of the AutoPay discount. Should Ms. [redacted] choose to take advantage of this offer she may contact me at the number provided below within 30-days from the date of this letter.
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.
Brandon M[redacted]
Executive Response

July 15, 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 Prepaid Number: XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, 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 Ms. [redacted]’s concerns within this letter.
 
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 local hospital.  We regret any coverage issues Ms. [redacted] has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability.
 
Upon further review of Ms. [redacted]’s inquiries about the coverage, T-Mobile has determined that the commercial building she is experiencing issues in is due to its structural make up which limits T-Mobile’s signal penetration.  Please be advised that T-Mobile has determined that Ms. [redacted]’s indoor coverage she is experiencing is to be expected.
 
In an effort to amicably resolve Mr. [redacted]’s concerns T-Mobile has offered to credit Ms. [redacted]’s account in the amount of $25.00.  Please note that this adjustment is offered as a one-time courtesy based on Ms. [redacted]’s experience; however, going forward Ms. [redacted] is aware that T-Mobile cannot guarantee coverage in all locations or structures.  Additionally, as Ms. [redacted] is on a prepaid account and is not on a contract she may take her number to any service provider if T-Mobile’s coverage does not meet her needs.
 
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.  
  
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.
 
Ruben A[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]