T-Mobile Usa Inc

August 26, 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 August 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted].  Please note that [redacted] and [redacted] is the same person.    T-Mobile regrets any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to address his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.    T-Mobile records indicate that as of June 17, 2017, per Mr. [redacted]’s request, a T-Mobile postpaid account was activated with two voice lines.  Please note that T-Mobile provides a 14 day return period which allowed Mr. [redacted] to use our equipment and service to see if it met his needs.  As Mr. [redacted] was not satisfied with T-Mobile coverage, on June 23, 2017, he returned his equipment to a local T-Mobile store and cancelled the two lines of service.  It is important to note that while the account is cancelled within the 14 day return period, Mr. [redacted] would only remain responsible for prorated charges from the date of activation through the date of cancellation.   Please note that Mr. [redacted] presented concerns in regards to T-Mobile coverage.   Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  In an attempt to resolve Mr. [redacted]’s concerns T-Mobile provided him a Signal Booster.   The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance.    Please note that the Signal Boosters are T-Mobile owned devices.  Please be advised that the coverage device must be returned using a prepaid return label that may be provided by T-Mobile. If not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.   T-Mobile records indicate that due to an inadvertent error, Mr. [redacted] was charged an entire cycle of service rather that the prorated charge as well as a Signal Booster non return fee.    On July 9, 2017, the amount of $114.17 was debited from Mr. [redacted]’s account on file.  T-Mobile records indicate that from this amount only $70.00 was refunded back to Mr. [redacted] on July 15, 2017.  Furthermore, on August 9, 2017, the amount of $267.67 was debited from Mr. [redacted]’s account on file.  As the equipment was returned in store, our system did not reflect the return which caused the non-return fee to be assessed.   In a conversation with Mr. [redacted] on August 24, 2017, T-Mobile was able to confirm the return of the Signal Booster.  In order to amicably resolve Mr. [redacted]’s concerns T-Mobile has agreed to reimburse Mr. [redacted] the amount of $44.17 in form of a prepaid MasterCard, please note that this amount is the difference between the $114.17 that was charged and the $70.00 that had already been refunded.  T-Mobile also agreed to issue a refund in the amount of $267.67 to be refunded to Mr. [redacted]’s card.  Mr. [redacted] has agreed to this as a resolution.   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.   Thania R[redacted] Executive Response

December 4, 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 2, 2015, regarding the above-referenced account. T-Mobile is pleased to have had the opportunity to resolve this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns regarding Ms. [redacted]’s recent handset credit. Our records indicate that on November 19, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) offering, with the purchase of an Apple iPhone 6 Plus 64GB handset. Please note that at the time of purchase, Ms. [redacted] was asked to make a down payment in the amount of $99.99, and agreed to pay the remaining balance of the device, in the amount of $750.00 in 24 payments of $31.25. On November 21, 2014, Ms. [redacted] contacted Customer Care to report that she received the wrong memory variant for the handset, and would be sending the handset back to T-Mobile. Please note that T-Mobile did not receive the handset within the 60-day return period, and as such, Ms. [redacted] continued to be charged the monthly installments for the handset. Later, on February 10, 2015, Ms. [redacted] paid off the remaining balance owed on the handset, in the amount of $625.00. Our records indicate that the handset was later received at the T-Mobile warehouse, and on October 15, 2015, the $625.00 was credited back to the account. Later, on November 4, 2015, credit totaling $269.99 was issued to the account, for the down payment and taxes, as well as the previously billed EIP installments. The total credit issued was in the amount of $894.99. Please note that the a portion of the credit was absorbed due to the fact that the billing statement dated November 5, 2015, was recently posted to the account, leaving the account with a revised credit balance of $630.14. Pursuant to our conversation with Ms. [redacted], she asked that we refund the credit to her checking account. Our records confirm that the funds transfer in the amount of $630.14 was initiated to Ms. [redacted]’s bank account on December 1, 2015, to be reflected in Ms. [redacted]’s account within one to three business days. T-Mobile is currently awaiting confirmation from Ms. [redacted] that the refund was successful. As a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, T-Mobile agreed to credit Ms. [redacted]’s billing statement dated December 6, 2015, when it posts to the account. Ms. [redacted] has accepted this offer as resolution in full 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. Kayla J[redacted] Executive Response

February 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 February 21, 2016, 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. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. Our records confirm that Ms. [redacted] activated her account on September 26, 2014, with her line of service ending in [redacted]. Ms. [redacted] subscribed to our Simple Choice Value Unlimited Talk, Text and Data rate plan at $50.00 monthly, as well as our JUMP! 2 handset protection feature at $10.00 monthly. JUMP! 2 provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period. It is important to note that if a JUMP! 2 upgrade is performed, the previous EIP is closed, and a new EIP for the financed cost of the new handset is started. Please note, the new EIP is for the full retail cost of the new handset. Ms. [redacted] purchased an Apple iPhone 6 handset on September 26, 2014, utilizing our EIP offering. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Ms. [redacted] was not required to remit a down payment, but agreed to 24 monthly installments in the amount of $27.08. Ms. [redacted] utilized our EIP program once again on September 28, 2014, with the purchase of a Logitech UE Boom Bluetooth speaker with 24 monthly installments of $8.33. Our records confirm that Ms. [redacted] participated in the JUMP! 2 handset upgrade program on September 5, 2015, with the purchase of a Samsung Galaxy S6 Edge handset, as well as several accessories, utilizing our EIP offering. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $30.76. It is important to note that the details of this EIP agreement were provided at the time of Ms. [redacted]’s purchase, and required her signature to accept the new EIP and monthly installments. Please note that Ms. [redacted] traded in her Apple iPhone 6 handset at the time she purchased the Samsung Galaxy S6 Edge, as part of the JUMP! 2 upgrade program. The EIP for the Apple iPhone 6 was closed at that time. Prior to Ms. [redacted]’s JUMP! 2 upgrade, she remitted payments for the Apple iPhone 6 in the totaling $324.96. As Ms. [redacted] agreed to the EIP at the time of the handset purchase, T-Mobile respectfully declines any compensation for the payments remitted for the Apple iPhone 6 handset. Please note that Ms. [redacted]’s account remains active, with a balance of $259.29. This balance includes past due monthly access charges, late payment fees, applicable taxes, and monthly EIP installments. As Ms. [redacted]’s account is past due, T-Mobile recommends that she contact Customer Care at 800-937-8997 to arrange for payment of the balance due, as well as to prevent service interruption. 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. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

April 21, 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 April 12, 2016, regarding the above-referenced account. Please be advised, this account is under Business name [redacted] and [redacted] is designated as the only point of contact. T-Mobile is pleased to report that this matter has been resolved. T-Mobile regrets any frustration to Mr. [redacted] in regards to his data concerns and being billed by T-Mobile after he cancelled service. On November 11, 2015, Mr. [redacted] activated Mobile Broadband service with T-Mobile, qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LTE Mobile Hotspot Z915. Mr. [redacted] agreed to a series of 24 monthly payments in the amount of $4.58. Please be advised, Mr. [redacted] had an active phone line with T-Mobile prior to activating the Mobile Broadband service. Mr. [redacted] agreed to a two-year contract through April 28, 2016, upon activation of the phone line. On November 24, 2015, T-Mobile generated a billing statement with the due date December 16, 2015, in the amount of $50.56 for services rendered, taxes and fees from November 24, 2015, to December 23, 2015 and $4.58 for EIP on the LTE Mobile Hotspot Z915. On November 25, 2015, Mr. [redacted] opted for our 6 gigabyte (“GB”) data plan for $15.00 a month. Please note, prior to this change Mr. [redacted] had a 3 GB plan and our records cannot confirm that he used over the allotted amount of 3 GB to warrant a change to our 6 GB plan. On December 24, 2015, T-Mobile generated a billing statement with the due date of January 16, 2016, in the amount of $129.56 which included the amount of $74.12 for service rendered, taxes and fees from December 24, 2015, to January 23, 2016, the past due balance of $50.56, and $4.58 for EIP on the LTE Mobile Hotspot Z915. Please be advised, on January 16, 2016, Mr. [redacted] cancelled his phone line by porting to another company and was charged an Early Termination Fee of $100.00. Mr. [redacted] did not contact T-Mobile to cancel his Mobile Broadband service, as a result this line remained active. On January 24, 2016, T-Mobile generated a billing statement with the due date of February 16, 2016, in the amount of $321.19 which included the past due balance of $129.56, $100.00 early termination fee, $87.05 for services rendered, taxes and fees from January 24, 2016, to February 23, 2016, and $4.58 for EIP on the LTE Mobile Hotspot Z915. On February 24, 2016, a billing statement was generated with the due date of March 16, 2016, in the amount of $336.58 which included the past due balance of $321.19, $10.81 for services rendered, taxes and fees, and 4.58 for EIP on the LTE Mobile Hotspot Z915. On March 10, 2016, T-Mobile cancelled Mr. [redacted]’s account due to non-payment, and on March 24, 2016, a billing statement was generated with the due date of April 16, 2016, in the amount of $428.18 which includes the past due balance of $336.58 and $91.60 in accelerated device charges for the LTE Mobile Hotspot Z915. On April 20, 2016, T-Mobile spoke with Mr. [redacted] and agreed to reduce his final cost to $202.16, in order to resolve this matter amicably. Mr. [redacted] agreed and remitted a payment in the amount of $202.16 making his newly revised balance zero. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
One note of clarification though. It says in paragraph 4 the following: "At the time of activation Mr. ** purchased a new iPhone 6 Plus 128GB with IMEI number [redacted]."
It states that the device was a 128GB iPhone 6 Plus. The actual device was 64GB. Attached is a PDF of the receipt from the Apple store. 
Sincerely, [redacted]

May 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account 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 April 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] F. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his attempts to transfer his mobile numbers to another service provider. Please note that in order to transfer a number to another provider, the line of service must be active. Cancelled lines are unable to be transferred.
The account was cancelled for non-payment on March 13, 2017. The account remains closed with a balance of $4,271.53 which consists of monthly access charges, monthly EIP installments, applicable taxes, and fees from the billing statements dated December 9, 2016, through April 9, 2017. It is T-Mobile’s position that this balance is valid and owed.
T-Mobile records confirm that, on April 24, 2017, T-Mobile received a request to transfer Mr. [redacted]’s mobile numbers to another provider. As the account was previously cancelled, T-Mobile was unable to assist with Mr. [redacted]’s request.
However, if Mr. [redacted] would like to remit payment for his outstanding balance in order to have his service restored, upon reactivation his mobile numbers he would then be eligible for porting.
As a courtesy to Mr. [redacted], T-Mobile has placed a hold on the account in order to prevent further collection activity and to allow for Mr. [redacted] to remit payment and bring his account to a current status. Mr. [redacted] can make a payment by contacting Customer Care at 800-937-8997. 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

June 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account.
We regret any concerns Mr. [redacted] had regarding his recent interaction with our Customer Care specialists. 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 recent contact with our Customer Care department.
Our records confirm on June 6, 2017, Mr. [redacted] contacted our Customer Care department to update a SIM card on his T-Mobile account. Please be advised T-Mobile takes customer security very seriously. As such, T-Mobile requires customers to verify their identity via pin/password, last four digits of the account holders Social Security Number, or by sending a onetime pin to the primary users T-Mobile handset. Due to an inadvertent error, Mr. [redacted] was not provided with the additional options for verifying his account in order to update the SIM card.
In order to amicably resolve Mr. [redacted]’s concerns, T-Mobile has applied a onetime credit in the amount of $276.00, equivalent to one month’s recurring charges. As of June 19, 2017, the account has a credit balance of $257.00.
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 P[redacted]
Executive Response

I am responding to the claim I made against T-mobile.  I was contacted on March 2 and we reached a resolution. On March 5 we completed the credit for the amount owed.

April 23, 2018
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 17, 2018, regarding the above-referenced account.
T-Mobile regrets any ongoing concerns Mr. [redacted] has regarding the taxes charged and the processing time prior to his handset order being shipped to him. We appreciate the opportunity to address Mr. [redacted]’s concerns. Please be advised that T-Mobile has addressed Mr. [redacted]’s concerns regarding the account and your file number 12757059 on April 6, 2018, and April 13, 2018. It is T-Mobile’s position that the appropriate taxes were charged for Mr. [redacted]’s order number 7103082156, which was shipped to the address listed below at the request of Mr. [redacted].
[redacted]
17211 42nd Dr. SE
Bothell, WA 98012-7647
Please note that Mr. [redacted] initiated the handset orders on March 9, 2018, online at www.T-Mobile.com and selected ground shipping which may take up to ten business days to be received once shipped. Due to system limitation, T-Mobile is unable to change the shipping options once an order is placed.
Please be advised that handsets are shipped based on available inventory and the shipping type selected at the time of order. It should be noted that at the time of Mr. [redacted]’s order he was provided an estimated shipping time frame between March 9, 2018, and March 12, 2018, for departure from T-Mobile’s warehouse. Please note that estimated departure dates may be altered at any time, at which point the customer will receive notification. Regrettably, due to inventory constraints, Mr. [redacted]’s order for each of the LG V30 handsets departed from our warehouse on March 22, 2018, and was delivered on March 26, 2018, which is within the allotted ground shipping timeframe.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve his concerns, on April 23, 2018, T-Mobile offered to apply a one-time courtesy account credit in the amount of $50.00. Please be advised that Mr. [redacted] respectfully declined this offer. Should Mr. [redacted] choose to accept this offer, he may contact our office at the number listed below no later than May 7, 2018.
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 Mr. [redacted]’s recent contact with our Customer Care. 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. 341-7999.
Very truly yours,
T-MOBILE USA, INC.
Carlos [redacted] Executive Response

July 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 July 3, 2017, regarding the above-referenced account.
T-Mobile regrets any 2017 Samsung Galaxy S8 BOGO promotion concerns Mr. [redacted] has experienced. From May 12, 2017, through May 24, 2017, eligible customers who purchased a qualifying Samsung Galaxy S8 or Samsung Galaxy S8 Plus on an Equipment Installment Plan (“EIP”) and activated at least one new line on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a Galaxy S8 for free after a $750.00 rebate.
T-Mobile records indicate that on May 16, 2017, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy S8 Plus handsets. Accordingly, Mr. [redacted] was asked to remit a down payment in the amount of $260.00 and agree to a series of 24-monthly installments in the amount of $60.00. At the time of Mr. [redacted]’s purchase, he was subscribed to the Simple Choice North America Unlimited Talk Text and 10GB of Data rate plan. Please note that this is not a qualifying rate plan for the above-referenced promotion.
Nevertheless, on July 5, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $750.00 toward Mr. [redacted]’s above-referenced EIP. Mr. [redacted] currently has one remaining EIP for a Samsung Galaxy S8 Plus handset with a remaining balance of $570.00. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
Very truly yours,
T-MOBILE USA, INC.
William B[redacted]
Executive Response

February 20, 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] & [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however, her correspondence provides no new information that would warrant reconsideration of our stance regarding this matter.  T-Mobile’s position remains unchanged.  As our original response to your office dated January 23, 2018, states, Ms. [redacted]’s concerns are in reference to [redacted]’s account number [redacted], on which Ms. [redacted] is an authorized user.  On December 26, 2017, T-Mobile records confirm Ms. [redacted] authorized an automatic payment of $328.54 with T-Mobile’s Financial Care to be withdrawn on December 29, 2017, using the card ending in 5258.  As Ms. [redacted] was not the account holder, for the account ending in 9525, the reminder regarding the payment withdrawal was sent to the number ending in 6880 on December 27, 2017.  As such the payment was withdrawn on December 29, 2017.  Pursuant to Ms. [redacted]’s request the payment was refunded on December 30, 2017.  Please note that the account ending in 9525 was not enrolled in AutoPay when the disputed payment was withdrawn.  Please note Ms. [redacted]’s account ending in 1927 was activated on January 14, 2018, when a Change of Responsibility was process.  In review of the account, T-Mobile has confirmed the account is not enrolled in AutoPay.  Please note, on February 14, 2018, T-Mobile received a correspondence via email from Ms. [redacted] stating she did not request help from T-Mobile, in fact wanted the Revdex.com (“Revdex.com”) to assist her to have T-Mobile fined.  T-Mobile has advised Ms. [redacted] the Revdex.com is an avenue for businesses to address any concerns through written correspondence in an attempt to reach an amicably resolution with the consumer.  T-Mobile regrets any inconvenience this may have caused Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at 1-877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Rochelle M[redacted]Executive Response

April 6, 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 29, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns regarding the activation of the account and equipment purchase. Please be advised T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. A review of the account indicates that an equipment order and billing statements were sent to the address Mr. [redacted] supplied in his correspondence to your office.
On December 19, 2016, our records indicate the activation of the above-referenced account. Along with activation, an equipment order was performed for two iPhone 7 32GB handsets and two accessories via T-Mobile’s Equipment Installment Plan (EIP) offering and shipped to Mr. [redacted]’s billing address. As Mr. [redacted] indicates in his correspondence to your office, he states this shipment was returned to T-Mobile. Per an unforeseen system issue however, the returned equipment unfortunately was not removed from Mr. [redacted]’s account and the account remained active.
If a customer has an open EIP and the account is cancelled, any remaining open EIP balance on the cancelled account is accelerated and becomes due with the final billing statement. When the account was cancelled on February 9, 2017, the remaining EIP balance of $1,255.76 was accelerated and posted to the final billing statement dated February 20, 2017.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied a credit of $1,282.89 to his account for the accelerated EIP charges and prorated service charges. This credit brings Mr. [redacted]’s account to a zero balance. Therefore, Mr. [redacted]’s account remains closed with a zero balance. Mr. [redacted] accepted this offer as resolution. 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.
Kimo C[redacted]
Executive Response

January 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 January 13, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. We will therefore make every effort to address and resolve Ms. [redacted]’s concerns within this letter. T-Mobile records indicate that on September 4, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! ON Demand (“JOD”) offering with the leasing of four Apple iPhone 6 Plus handsets. JOD is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand 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. In addition, the monthly payment includes the freedom to swap it for a new one anytime. Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve-month period, which begins at the time of the first JUMP! On Demand upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is initiated. T-Mobile records confirm that on September 15, 2016 Ms. [redacted] once again took advantage of the JOD offering when she upgraded two of her lines of service with the leasing of two Apple iPhone 7 Plus handsets. Records further confirm that on September 28, 2016, Ms. [redacted] completed JOD upgrades for her two remaining lines with the leasing of two more Apple iPhone 7 Plus handsets. In Ms. [redacted]’s letter to your office, she indicated that her trade-in handsets were never received, and that she has continued to be billed for her previous equipment. Indeed, T-Mobile records confirm that only one of the above-referenced trade-in handsets was received, and its associated JOD lease closed. On that basis, it is T-Mobile’s position that Ms. [redacted]’s account has been billed properly. However, in an effort to amicably resolve this matter, T-Mobile has paid off the remaining JOD leases for the prior equipment, thus closing and removing them from Ms. [redacted]’s account. Furthermore, T-Mobile has issued a credit of $620.00 to Ms. [redacted]’s account for the prior monthly payments made for the JOD leases in question, leaving Ms. [redacted]’s account with a revised balance of $86.90. Ms. [redacted]’s account remains active and in good standing. 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. James H[redacted] Executive Response

May 11, 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 2, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] encountered regarding the billing on her account. Our records confirm that as of January 25, 2015, Mr. [redacted] is subscribed to the Select Choice North America Family Unlimited Talk, Text, and 50MB’s of Data, promotional rate plan which, for $50.00 per month, provides the first two lines with unlimited talk, text and 50 MBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $5.00 each per month.
T-Mobile records confirm that Ms. [redacted]’s billing statement dated April 25, 2017, carried a total balance due of $563.41 of which $419.34 was past due. Please be advised that Ms. [redacted] was assessed charges for monthly access charges, Equipment Installment Plans, extended payment arrangement, and applicable taxes. Ms. [redacted]’s balance was due in full by May 1, 2017.
A review of the account confirms that Ms. [redacted]’s past due balance that was due on April 17, 2017, was not received on time. T-Mobile provided Ms. [redacted] with a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] made a payment arrangement on April 3, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Furthermore, T-Mobile records confirm that Ms. [redacted]’s billing statement dated November 25, 2016, carried a charge of $226.28 for international roaming. Please be advised that on December 14, 2016, Customer Care provided a $100.00 credit for the international roaming charges.
In an effort to amicably resolve this matter and as a gesture of good faith T-Mobile placed a credit in the amount of $65.73 to Ms. [redacted]’s account for restoral fees leaving a balance due of $443.68 by May 17, 2017. 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

December 7, 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 December 3, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on September 24, 2016, we mailed Mr. [redacted] a 4G LTE Cellspot coverage device. This device was provided to Mr. [redacted] without a deposit. It is important to note that if coverage devices are not returned upon cancelation of service, there is a $138.00 non-return fee that is assessed to the account. Further records confirm that on October 23, 2016, Mr. [redacted] cancelled his T-Mobile account. On November 21, 2016, a non-return fee totaling $149.05 including tax was assessed to Mr. [redacted]’s account for the coverage device. Finally, T-Mobile records confirm that on December 2, 2016, Mr. [redacted] spoke with our Customer Care team and during this conversation we located the coverage device in our warehouse. As such, on December, 2, 2016, a credit of $149.05 was applied to Mr. [redacted]’s account for the coverage device non-return fee. This credit reduced Mr. [redacted]’s account balance to zero. As such, Mr. [redacted]’s account remains closed 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. Brian W[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.
as long as the deal holds up this time. I will stop leaving messages on mr plums phone. never calls back anyway. thank you and have a wonderful day
Sincerely,
[redacted]

September 3, 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 28, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any dissatisfaction Mr. [redacted] may have experienced with his refund or our network availability for his area. There are several factors which can affect our network in a given area, and as such, T-Mobile is unable to guarantee coverage. T-Mobile has verified the address on Mr. [redacted]’s account and based on our coverage map, confirms that his account address is in a satisfactory coverage area with in-home coverage limitations. Our records confirm on August 10, 2015, Mr. [redacted] purchased an Apple iPhone 6 Plus device kit. The order total of $975.23 included the handset charge of $849.99, a $15.00 System Identifying Module (“SIM”) card kit, a $50.00 deposit, $48.25 in applicable taxes and an $11.99 shipping charge. The returned Apple iPhone 6 Plus kit was subsequently received at our Return Center on August 20, 2015. T-Mobile’s process is to initiate a refund via the original payment method within ten business days of receipt of the returned equipment at our designated address. T-Mobile is actively investigating the status of Mr. [redacted]’s refund of $912.58 for the handset, the SIM kit and $47.59 in applicable taxes. T-Mobile will apprise Mr. [redacted] of an updated refund status once received. Further, Mr. [redacted] is welcome to contact me at the number below to inquire as to the status of this refund. In addition, T-Mobile has processed a refund via prepaid refund card in the amount of $62.65. In this matter, we will ensure that Mr. [redacted] is refunded in full for the deposit and shipping costs associated with this transaction. Mr. [redacted] can expect the prepaid refund card to be shipped to his address of record within seven to ten business days. T-Mobile will likewise ensure that Mr. [redacted]’s account is adjusted to reflect a zero balance following the September 2, 2015 billing cycle closure date. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to clarify my concern with the culture of dishonesty I've seen at T-Mobile. Please be aware that I am considering this situation resolved, but the next hint of another lie I get from a T-Mobile representative will lead to another Revdex.com complaint that I think you will be much harder pressed to resolve.
Sincerely,
[redacted]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated with the 2016 Apple Black Friday Offer. From November 24, 2016, through November 27, 2016, T-Mobile offered customers the 2016 Apple Black Friday Offer. There were several eligibility requirements for this promotion.
Our records reflect that on November 27, 2016, Mr. [redacted] attempted to take advantage of our Equipment Installment Plan (“EIP”) offering by ordering one iPhone 7 Plus 32GB handset under mobile number ending in [redacted]. Please be advised that upon initiating an EIP, T-Mobile emails customers 24 and 48 hours after the original process date to ensure that they complete the required electronic signature authorization for the EIP to be completed. Additionally, a phone call is made after 36 hours as a final attempt for customer to provide the required electronic signature authorization. Regretfully, the EIP order was canceled as T-Mobile did not receive Mr. [redacted]’s required electronic signature.
Following the cancellation of the order, on December 6, 2016, Mr. [redacted], successfully qualified for and took advantage of our EIP offering with the purchase of one iPhone 7 Plus 32 GB handset under mobile number ending in [redacted]. At the time of purchase, Mr. [redacted] remitted a payment of $61.99 plus the taxes on the retail price of the handset, and agreed to a series of 24-monthly installment of $29.50.
Please note that our records indicate that on December 2, 2016, an iPhone SE 64GB handset was traded-in to T-Mobile for a trade-in value of $110.00 which was posted to the account on March 6, 2017. It is important to note that the trade-in of a device is a final transaction. Pursuant to the trade-in agreement, customers agree to and accept terms which include statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. T-Mobile does not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program.
Unfortunately, as Mr. [redacted] did not purchase the iPhone 7 Plus handset during the promotional timeframe, the account did not meet the requirements of the offer and therefore was not eligible for the promotion. Nevertheless, in an effort to amicably resolve this matter, T-Mobile offered to credit up to $200.00 towards the EIP balance of the iPhone 7 Plus handset or as a bill credit to the account.
Mr. [redacted] declined our offer and requested his traded-in device be returned. T-Mobile, at this time, respectfully declined to return the traded-in handset rendered to T-Mobile. However, we offered to ship Mr. [redacted] an iPhone SE 64GB Rose Gold handset from our office and extended this offer for a period of 14 days from the date of this letter. Should Mr. [redacted] accept, he may contact Maggie R[redacted] directly at 1-877-290-6323 ext. 341-8016. 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.
Aika A[redacted]
Executive Response

November 16, 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 11, 2016, regarding the above-referenced account. We are sorry to hear that Mr. [redacted] is having issues with his Apple iPhone 5S. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. 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. It is important to note that T-Mobile now sends our Handset Exchange orders to the customer’s nearest store location for pick up. This allows our customers to set up their new device, double check the device to ensure an exchange is needed to resolve the issue and condition of the device. Also this helps customers’ avoid any unwanted fees for device returns like non-return fees and/or out of warranty fees. Our records indicate that upon inspection of Mr. [redacted]’s phone at our T-Mobile store, our sales representative indicated that there was physical damage on the handset and did not qualify for a Handset Exchange. However, in an effort to amicably resolve this matter, on November 13, 2016, T-Mobile placed a handset order for a like new Apple iPhone 5S handset without any accessories to Mr. [redacted]’s account address. Please allow seven to ten business days for shipping. Mr. [redacted] is not required to return his handset. Mr. [redacted] was advised that this is a one-time courtesy and going forward he must comply with our new Handset Exchange Policy, which Mr. [redacted] accepted as a resolution. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response