T-Mobile Usa Inc

August 23, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 16, 2016, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Mr. [redacted] satisfaction. T-Mobile is thrilled that Mr. [redacted] has joined the T-Mobile Family and we regret any concerns that Mr. [redacted] experienced when porting his mobile numbers to T-Mobile. Our records confirm that on August 10, 2016, Mr. [redacted] ported in two of his mobile numbers to T-Mobile, and then on August 13, 2016, Mr. [redacted] ported a third number in to T-Mobile. Regrettably, the third port-in resulted in the brief cancellation of one of Mr. [redacted] previously ported mobile numbers. Upon speaking with Mr. [redacted] regarding this matter, he confirmed that as of August 15, 2016, his mobile numbers were properly ported to T-Mobile, and all three numbers were now working properly on the T-Mobile network. However, Mr. [redacted] confirmed that he remained concerned about his billing. A look at Mr. [redacted] account confirms that he is subscribed to our Family Match 10GB for 2 rate plan. Please note that this plan includes two lines of service with unlimited talk, text and 10GB of high-speed data per line, for $120.00 per month. Please note that additional lines of service are charged at a rate of $30.00 per line. As Mr. [redacted] has three lines of service, his monthly total is expected to total $150.00 per month, not including any taxes and fees. Upon discussing this matter with the third-party retail location where Mr. [redacted] activated his service, T-Mobile confirmed that Mr. [redacted] was provided with misinformation regarding the cost of his rate plan. Regrettably, Mr. [redacted] was provided with the details of a now-grandfathered promotional rate plan, our 4 for $120.00 10GB rate plan, which included two lines of service with unlimited talk, text and 10GB of high-speed data per line, for $120.00 per month, with each additional line being $20.00 per line per month. We regret any misinformation regarding T-Mobile’s current rate plan offerings, and have agreed to allow Mr. [redacted] access to the grandfathered 4 for $120.00 10GB rate plan. Please note that T-Mobile has changed Mr. [redacted] plan, to be effective at the beginning of his next billing cycle, on September 11, 2016. Mr. [redacted] opted to keep the three lines that has right now, although he is aware that he now has the ability to add a fourth line of service at no additional cost. Mr. [redacted] expected monthly recurring charges are $120.00 per month, not including any taxes and fees. In addition, as a courtesy to Mr. [redacted], T-Mobile entered a credit in the amount of $163.56 to Mr. [redacted] account, bringing the account to a revised zero balance. Please note that after an extensive review of our rate plan offerings listed online at T-Mobile.com, T-Mobile was unable to identify any inaccurate information. Mr. [redacted] accepted this offer as resolution in full to 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. Kayla J[redacted] Executive Response

November 5, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 27, 2015, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. According to our records on October 17, 2015, Mr. [redacted] purchased an ** GPad tablet through our Equipment Installment Plan ("EIP") program. Please be advised that T-Mobile provides a 14-day return period which allows customers to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Please note that this process applies whether or not the customer has held on to their original sales receipt and we apologize if that was not advised to Mr. [redacted]. In an effort to amicably resolve the matter and upon speaking to Mr. [redacted] on October 29, 2015, T-Mobile offered for Mr. [redacted] to return his ** GPad tablet and charger, in its original packaging, to my attention at the following address: [redacted] When the equipment has been received in acceptable condition, T-Mobile will issue a prepaid debit card in the amount of $239.76 for the full cost of the ** GPad tablet to be sent to Mr. [redacted] which will then be delivered within 14 business days. T-Mobile recommends that Mr. [redacted] send the device via a traceable carrier, requests a tracking number when shipping, and includes his account information in the box to ensure proper credit is given to the correct account. Please note that if the device is not received within thirty (30) days from the date of this letter, Mr. [redacted] will remain responsible for his total equipment installment plan 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. Brandon M[redacted] Executive Response

February 6, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 2, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.  T-Mobile regrets any inconvenience to [redacted] regarding her payment concerns.  In [redacted]’s letter to your office she states that she set a payment arrangement on her account but records indicate that one January 31, 2018, only one payment was submitted in the amount $526.99 which left [redacted]’s account with a zero balance. On January 31, 2018, [redacted] contacted Customer Care to dispute this payment and in an effort to resolve [redacted]’s concerns they provided a credit of $36.00 to reimburse her for an overdraft fee that was charged to her bank account.  That adjustment updated [redacted]’s account a credit balance of $36.00.  In efforts to amicably resolve [redacted]’s concerns, we have submitted a refund of $526.99 on February 5, 2018.  [redacted] should allow up to three business days for the funds to reflect in her account.  Please be advised that once the refund is processed the account will be charged $529.99 and the amount will become due on her account.  Due to [redacted]’s current credit balance, her new balance due will be $490.99.  We have provided a hold on [redacted]’s account until February 28, 2018, to prevent her account from going into a delinquency status and to allow additional time to pay the balance owed.   T-Mobile regrets any inconvenience [redacted] has incurred. 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.Vanessa C[redacted]Executive Response

November 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 4, 2016, regarding the above-referenced account. T-Mobile has attempted to reach Mr. [redacted] but unfortunately we have been unsuccessful in our attempts. Therefore, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] has in regards to his recent handset orders. T-Mobile records indicate on September 30, 2016, orders [redacted] and [redacted] were placed by Mr. [redacted] on MyT-Mobile.com. Both orders were for iPhone 7 Plus 32GB Silver devices and had estimated shipping dates of November 1, 2016, to November 29, 2016. This information is provided to the customer at the time of the order on MyT-Mobile.com. On October 3, 2016, Mr. [redacted] called T-Mobile and was provided expected delivery information for the orders. 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 contacts with us regarding the anticipated delivery date of his handset order. UPS Tracking Number [redacted] confirms both devices were delivered on November 8, 2016. As a courtesy to Mr. [redacted] in regards to this mater T-Mobile applied the following credits to his T-Mobile account. On October 22, 2016, a credit of $20.00 was applied, on October 24, 2016, a credit of $6.99 was applied and on October 31, 2016, a credit of $14.00 was applied, bringing the total credits applied for this matter to $40.99, reducing the account balance to $170.76 at the time of the last credit. 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. Daniel R[redacted] Executive Response

September 14, 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 a letter dated September 1, 2017, from [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.  T-Mobile is pleased to note that we have resolved Ms. [redacted]’s concern to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] had regarding the information previously provided to her from our Executive Response Team as well as any extended period of time between communications.  Please be assured that T-Mobile attempts to provide world-class service to all of our customers on each and every contact.  In addition, 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]’s recent correspondence with our Executive Response Team.    In regards to Ms. [redacted]’s concerns with the process in which T-Mobile recommends our customers sign our electronic signature agreements for Equipment Installment Plans (“EIP”), it is recommended that customers utilize a screen over seven inches to allow for a complete understanding of the terms and conditions of any agreements made while financing equipment.  Additionally, because of the digital path T-Mobile uses to send these agreements in a secure fashion, the DocuSign mobile app is not utilized.  Regrettably, the mobile versions of these EIP agreements do not allow our customers the option to sign; however, if it is necessary to sign via mobile device, customers do have the option of selecting the desktop version from their mobile device’s web browser in order to allow for the electronic signature to be completed.    Upon speaking with Ms. [redacted], T-Mobile has advised of the above information and in an effort to amicably resolve Ms. [redacted] ‘s service issues, has offered to send an Apple iPhone 7 handset and a LG Stylo 3 Plus handset to Ms. [redacted] at no cost to her or Mr. [redacted]’s account.  This offer was accepted as a resolution to Ms. [redacted]’s concerns.  T-Mobile regrets any inconvenience these matters may have caused Ms. [redacted] or her family.   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.   Juan C[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]...

[redacted]                         T-Mobile Account Holder: [redacted]. [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has confirmed that [redacted] and [redacted]. [redacted] are one and the same.   T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile tablet device.  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.    In addition, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his participation in a T-Mobile promotional offer.  T-Mobile records confirm that on June 18, 2017, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted].  At that time, Mr. [redacted] was qualified for a promotional offer wherein he would receive a monthly bill credit for 50% of the monthly access charges for these two lines of service while maintaining promotional eligibility.  Additionally, at that time, Mr. [redacted] purchase a Samsung Tab E device and an LG Aristo handset through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $6.00 plus taxes on the full, retail price and agreed to 24 monthly installments in the amount of $16.00.   Please note that, upon speaking to Mr. [redacted] on July 27, 2017, he confirmed that his concerns related to his tablet have been previously resolved at our retail location as he was provided a replacement for his Samsung Tab E device.   Please note that at the time of Mr. [redacted]’s above-referenced activation, there was not an active promotional offer for two lines of service at no cost.  As such, T-Mobile is unable to provide Mr. [redacted] with two lines of service at no cost.   However, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], T-Mobile agreed to offer a 30-day period wherein Mr. [redacted] may cancel the mobile numbers ending in [redacted] and [redacted], and may return his Samsung Tab E device and his LG Aristo handset to my attention at the following address:   T-Mobile USA, Inc. Attn:  Brandon M[redacted] c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM  87107   Upon receipt of Mr. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to close the associated EIP and to apply an account credit for the previously billed associated EIP charges.  Additionally, at that time, T-Mobile will apply an account credit for the previously billed charges associated with the mobile numbers ending in [redacted] and [redacted].   T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us.  We ask that Mr. [redacted] please include the devices, chargers, and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.  Please be advised that if our final examination of the devices indicate that they have sustained either physical or liquid damage that would void the Limited Warranty, the devices will be returned to Mr. [redacted] and the EIP balance will then be considered valid and owed.    It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 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

August 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 Holer: [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 22, 2017, regarding the above-referenced account. T-Mobile is pleased to note that we have resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [redacted] is aware, T-Mobile offers up to $650.00 per device for our Carrier Freedom promotion when switching from another carrier to T-Mobile. In order to qualify there are several eligibility requirements. Mr. [redacted] met the requirements; however, there was confusion on the amount that would be reimbursed.

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 that 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 towards a prior carrier’s equipment installment balance 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 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. Our records reflect that Mr. [redacted] received a trade-in credit of $195.00 at the time of activation and, based on the amount owed to his prior carrier and approval of his reimbursement request, he was sent a prepaid card in the amount of $38.37 for the balance of the equipment installments charged by his prior carrier.

Based on T-Mobile's Carrier Freedom policy and terms, these amounts were correct and nothing else is owed.

However, in an effort to resolve Mr. [redacted]'s concern, T-Mobile offered to waive his current account balance of $147.27 as a courtesy, in turn reflecting a zero balance for the month of August 2017. This offer was accepted as a resolution to Mr. [redacted]'s concern.
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.
Juan C[redacted]
Executive Response

February 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concerns that Mr. [redacted] may have experienced with attempting to unlock his Apple iPhone 6 handset.
As previously mentioned in our correspondence to your office, on January 25, 2017, T-Mobile approved Mr. [redacted]’s Apple iPhone 6 handset to be unlocked. As such, Mr. [redacted] should now be able to insert a non-T-Mobile SIM card into the device and follow the instructions on the device to unlock the iPhone 6.
Please be advised that Mr. [redacted]’s handset may be approved for an exchange following the appropriate troubleshooting with Customer Care during the one-year limited warranty provided by the manufacturer of the handset. For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately 7 days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled.
Although it has been determined that Mr. [redacted]’s handset is far outside of the one-year limited warranty provided by the manufacturer of his device, in a further effort to amicably resolve this matter, T-Mobile will allow Mr. [redacted] to return his handset directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Tiffany C[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handset in good physical condition and free of any damage, T-Mobile will mail Mr. [redacted] an unlocked and like new replacement Apple iPhone 6 handset. Please note that T-Mobile is unable to ship internationally and as such we would require that Mr. [redacted] provide us with a U.S. based address that we can ship his replacement handset to once his Apple iPhone 6 handset has been received and inspected by T-Mobile. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping as T-Mobile is not responsible for the shipment of Mr. [redacted]’s handset to T-Mobile. T-Mobile regrets any continued inconvenience to Mr. [redacted] and appreciates his 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 1-877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Tiffany C[redacted] Executive Response

May 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 May 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
T-Mobile records confirm that Ms. [redacted] subscribed to the optional Premium Handset Protection (“PHP”) under mobile number ending in [redacted], which provides coverage in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunction.
As Ms. [redacted] indicated that her device had sustained physical damage, Ms. [redacted] remained eligible to process an insurance claim through Assurant, the third party provider. When a claim is filed a deductible is charged by Assurant. T-Mobile records indicate that on May 2, 2017, Ms. [redacted] processed a claim with Assurant and paid a $175.00 deductible.
In an effort to amicably resolve this matter, upon speaking with Ms. [redacted] on May 16, 2017, T-Mobile confirmed that a $175.00 credit for the cost for the deductible was applied to the account on May 1, 2017, by customer care. Additionally, as a gesture of good faith, T-Mobile applied a $100.00 credit to the account. The credit applied left Ms. [redacted]’s account with a credit balance of $100.00. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted]-R[redacted]
Executive Response

August 30, 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 22, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]’s concerns with his Samsung Galaxy Tab S2 and the status of his insurance claim. Our records indicate that on February 16, 2016, Mr. [redacted] purchased a Samsung Galaxy Tab S2 device. Unfortunately, T-Mobile has no record of Mr. [redacted] requesting to enroll in the Premium Handset Protection (“PHP”) feature which provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions. Please note that the PHP feature, which is provided by Assurant, Inc., must be added to a line of service within 14 days of activation, exchange or purchase of a handset. Our records confirm that on August 15, 2016, Mr. [redacted] contacted T-Mobile Customer Care and advised us that his device had experienced physical damage. At that time Mr. [redacted] indicated that he should have had insurance since the purchase of the Samsung Galaxy Tab S2. Although, our records did not reflect that Mr. [redacted] had previously requested the PHP feature, T-Mobile subscribed Mr. [redacted] to the feature and advised that he may attempt to process and insurance claim through Assurant. Regretfully, although T-Mobile added the PHP feature to Mr. [redacted]’s account, Assurant denied Mr. [redacted]’s insurance claim as the feature was not subscribed to during a qualifying event. Please note that Assurant and T-Mobile are separate companies, each with separate policies. However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to process an in-house insurance claim for a replacement Samsung Galaxy Tab S2 device for $175.00 which is equal to the cost of the deductible Mr. [redacted] would have been required to pay should he have been able to process an insurance claim through Assurant. Mr. [redacted] may return his non-working tablet directly to my attention within 30 days to the following address: Executive Response Attention: Alberto V. 1201 Menaul Blvd. NE Albuquerque, NM 87107 It is also important to note by processing the above mentioned replacement device, Mr. [redacted]’s device will be eligible and covered by the PHP feature. 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. Alberto V[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 2, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:     ...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 26, 2015,regarding the above-referenced account.   In reviewing our records forthe above account it appears that Mr. [redacted]incurred international long distance charges for calls initiated directly fromhis T-Mobile handset.   If aninternational phone number is entered and the send key is pressed, the handsetwill place an international call over the T-Mobile network.  T-Mobile offers competitive rates forinternational dialing and if Mr. [redacted] would like to know the internationalcalling rates for a particular location or international features available,Mr. [redacted] can visit our website at www.T-Mobile.comor contact our Customer Service by dialing 611 from his handset or [redacted]from any phone.   If Mr. [redacted] prefers to use acalling card or another third party service to complete international longdistance calls, we encourage Mr. [redacted] to follow the instructions provided bythe calling card provider.  In addition,customers must remember that if they dial a phone number or access theiraddress book and press the “send” key, even if they are on another call, a callwill be placed over the T-Mobile network and appropriate charges willapply.  This means that if a customer isusing a calling card or third-party service they will need to manually enterany phone or access numbers withoutpressing the “send” key.   Ourrecords confirm that Mr. [redacted] was billed in accordance with the internationallong distance rate and calls placed via our network.  In an effort to amicably resolve Mr. [redacted]’s concernsT-Mobile will continue to work with him to uphold any verbal commitmentspreviously agreed upon and will apprise Mr. [redacted] of our position.  Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted] Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

December 16, 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 December 14, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding T-Mobile’s Carrier Freedom reimbursements. Our records confirm that Ms. [redacted] activated service with T-Mobile on August 23, 2015. As Ms. [redacted] is aware, T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $650.00 per device traded-in at the time of their activation – for up to ten lines of service. To be eligible for this offer, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier detailing the final device charges if on an equipment installment plan, or specific descriptions for the early termination fees assessed to T-Mobile at www.switch2t-mobile.com, within two months of activation. It is important to note that once the submission is received, it can take up to eight-weeks for the reimbursement to be approved and mailed to our customers. 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. On December 2, 2015, T-Mobile records confirm that a refund in the amount of $398.12 was sent to Ms. [redacted]. T-Mobile is currently working with Ms. [redacted], in obtaining her final billing statement from her previous carrier. Upon receipt, T-Mobile will contact Ms. [redacted] and apprise her of our review. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

I have not received my refund. T-mobile officer Jennifer G[redacted] is unable to verify my name on the account. However, I called t-mobile customer service several times, they ware able to verify my name and my account number. I am able to login to my account.
My name is in my account.
My t-mobile account: [redacted]; Name: [redacted];
Please help.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My issue is not only because of a payment my issue is also with the reps providing false information on my account. The date of the incident I'm referring to I called in and spoke to not one not 2 but 3 reps. For the first rep to process my entire payment and tell me my account has been reactivated to hanging up with the rep to not only find my phone still off but now I'm paying an extra 150 dollar out of the sky bc the 1st and second rep could have told me about charges on my account I'm tired of dealing with the same issues just because I asked for an extintion doesn't mean they need to add on extra charges when I have been a loyal customer for over a year and I put my money into this business and it's very unprofessional and frustrating to deal with this with this company this is extremely unacceptable 
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you soooo much for your assistance!Sincerely, [redacted]

Revdex.com:
Good afternoon.  I’m writing to inform you that T Mobile has resolved everything.  Please disregard my complaint, and please do not publish my complaint.  Thank you for your...

time.
 
                                        ...⇄ [redacted]

June 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 3, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets to hear of Ms. [redacted]’s dissatisfaction with her LG Nexus 5 handset. T-Mobile records indicate that on March 9, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the LG Nexus 5 black handset. At the time of Ms. [redacted]’s 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 $16.50. It is important to note that at the time of Ms. [redacted]’s purchase of the LG Nexus 5 handset T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Additionally, by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on May 27, 2015, and June 24, 2015. T-Mobile records indicate that on June 26, 2015, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch Pop 7 tablet device. At the time of Ms. [redacted]’s 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 $7.00. T-Mobile records confirm that at the time of Ms. [redacted]’s purchase, T-Mobile was offering a promotion in which customer may purchase the Alcatel One Touch Pop 7 device utilizing T-Mobile’s EIP offering, activate a mobile internet line of service with a minimum rate plan of 1GB, and T-Mobile would apply a $7.00 promotional credit to Ms. [redacted]’s billing statement, reducing the cost of the device to zero. However, per the terms and conditions of the offer, Ms. [redacted] was required to maintain an active mobile internet line of service. Should Ms. [redacted] cancel the mobile internet line of service, the credit would not continue to apply to Ms. [redacted]’s account. Additionally, if Ms. [redacted]’s account became cancelled, the remaining device balance would be accelerated to the final billing statement and would be considered valid and owed. T-Mobile records confirm that on February 3, 2016, Ms. [redacted]’s voice lines of service with the mobile numbers ending in 8830 and 9204 were cancelled when they were ported to another service provider. Ms. [redacted]’s mobile internet line with the mobile number ending in 6917 remained active and continued to receive the $7.00 promotional credit until April 7, 2016, when Ms. [redacted] requested the cancellation of the line. Therefore, as per the terms and conditions of the offer, Ms. [redacted]’s remaining EIP balance on the Alcatel One Touch Pop 7 device, in the amount of $91.00 was accelerated to the final billing statement, dated May 10, 2016. In an effort to amicably resolve the matter, on June 10, 2016, T-Mobile applied a courtesy credit of $91.00 to Ms. [redacted]’s account, reducing the account to a zero balance. Ms. [redacted]’s account remains cancelled with a zero balance. Ms. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

August 12, 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 August 4, 2015, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted] concerns. On July 15, 2015, T-Mobile launched a massive expansion of its first Un-carrier move, Simple Choice, by extending coverage and calling across the U.S., Mexico & Canada for all Simple Choice customers at no extra charge. Called ‘Mobile without Borders’, this offer delivers calling to both land lines and mobile phones - as well as the 4G LTE data included in customers’ T-Mobile rate plans - across all three countries at no additional cost. This new coverage and calling automatically includes all new customers of Simple Choice postpaid or prepaid rate plans. Existing Simple Choice customers who wish to take advantage of the offer need to opt-in online, by phone, or in-store by switching to one of our latest rate plans called Simple Choice North America. T-Mobile regrets any confusion or inconvenience the opt-in requirement may have caused and thank Mr. [redacted] for his feedback. In an effort to amicably resolve this matter, T-Mobile applied a $30.71 credit to Mr. [redacted] account to offset the cost of the international calling charges reflected in his previous billing statement; the revised account balance is now $70.26 . Additionally, T-Mobile stepped outside our normal guidelines for account changes, and backdated the opt-in to the Simple Choice North America rate plan in order to allow Mr. [redacted] to immediately take advantage of this new 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 [redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

Revdex.com:T-Mobile said that they would refund me the money I paid for the phone and true to form they did.  I received the prepaid refund mastercard in the mail today.  I am satisfied with the way the company handled the issue.  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]