T-Mobile Usa Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Mr. R[redacted] was very caring and fantastic in resolving this issue. I look forward to a great relationship with T-Mobile.
Sincerely,
[redacted]

May 4, 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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has with her billing and her attempts to contact the Executive Office. We make every effort to contact our customers at their preferred contact method and time and we apologize that we were not initially able to make contact with Ms. [redacted]; however, on May 4, 2017, we were successful in reaching her.
As stated in the response to your office on December 19, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with two iPhone 6S Plus 16GB devices. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. Ms. [redacted], has the option to cancel her leases and return the handsets. As an alternative, should Ms. [redacted] wish to own her devices, she may pay the $191.99 remaining balance for the Purchase Option Price (“POP”) on each handset at the time the lease ends.
Additionally, Ms. [redacted] may also place the remaining balance of the POP of the handsets under a nine month installment. Please be advised that the purchase device with payment option installment plan must be accepted by June 19, 2017. It is important to note that all customers who lease or finance equipment are provided with paperwork that outlines the total cost of the handsets, the monthly installments and the POP if applicable.
Furthermore, T-Mobile records indicate that between December 18, 2015, and December 20, 2015, T-Mobile offered new and existing customers who purchased a qualifying Alcatel Pixi 7 on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) Plan providing 2GBs or more of high speed data is required for the term of the EIP.
T-Mobile records confirm that Ms. [redacted] was receiving the expected promotional monthly bill credits in the amount of $10.00 for the tablet under mobile internet line ending in 6292. However, due to a rate plan change effective December 20, 2016, which was fewer than 2GB of data per month the promotional monthly bill credits were discontinued.
Upon speaking with Ms. [redacted] on May 4, 2017, she was presented with the options available for the remaining balance for the POP on each handset at the time the lease ends. As a gesture of good faith T-Mobile closed the EIP for the Alcatel Pixi 7 under mobile internet line ending in 6292. 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]
Executive Response

Complaint: [redacted]I am rejecting this response because; I have not received the aforementioned debit card. And based on my history of being told by four different people including managers and supervisors at T Mobile that the refund had in fact already been sent, I'm going to wait until I receive it before closing this. 
Sincerely,[redacted]

August 25, 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 19, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Mr. [redacted] may have experienced with monthly billing, including the assessment of an out of warranty fee. We value Mr. [redacted] longstanding tenure with T-Mobile, and we have taken action to amicably resolve this matter. On receipt of his complaint, T-Mobile reviewed Mr. [redacted] account. Our research found Mr. [redacted] is subscribed to our Simple Choice Talk and Text rate plan which carries a monthly charge of $100.00 for his first two lines of service. Among other features; this rate plan includes unlimited data with up to 7 GB of hotspot data. Mr. [redacted] has two additional lines of service at a monthly rate of $40.00 which includes the same unlimited data with up to 7 GB of hotspot data. Mr. [redacted] also subscribes to T-Mobile’s JUMP! feature on his lines of service ending in [redacted] and [redacted]. Mr. [redacted] may expect his monthly recurring charges to total $200.00 per month plus applicable taxes. Please be advised that Mr. [redacted] Samsung Galaxy S Light device was purchased on November 19, 2014. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. As a convenience to our customers, T-Mobile provides for a Handset Exchange Program, for which T-Mobile will provide a replacement device 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. In the alternative, our customers may contact the device manufacturer directly to discuss repair or replacement of their equipment. T-Mobile records indicate that we performed troubleshooting and processed an exchange at Mr. [redacted] request on June 19, 2015. Upon receipt of the non-working device associated with this exchange, we examined it and it was found to have sustained physical damage to the charging port, which is not covered under the Limited Warranty. Accordingly, Mr. [redacted] account was assessed an out of warranty fee of $108.60 Though we consider this fee to be valid, on August 22, 2015, T-Mobile issued a credit of $108.60 to Mr. [redacted] account for this fee. As a further courtesy, T-Mobile issued an additional credit of $36.96 thereby clearing the remaining past due balance on Mr. [redacted] account. As of the date of this letter, Mr. [redacted] account holds a balance of $301.36 which as previously set forth on the August 18, 2015 billing statement. This balance remains due on September 11, 2015. T-Mobile accepts a number of payment methods. Payments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statement. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

March 12, 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 March 6, 2016, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards the included data service features in his original rate plan. A review of Mr. [redacted] account confirms that the T-Zones feature he is referring to in his correspondence to your office was removed from the account as of February 10, 2013, pursuant to Mr. [redacted] request following a rate plan change. At that time, Mr. [redacted] elected to change his rate plan to the Value 500 Minute Talk rate plan that provided him with 500 minutes and 200MB of data per month for $39.99 plus tax, and applicable fees. Please be advised that from time to time T-Mobile re-evaluates available rate plan offerings and may choose to grandfather certain rate plans and features as was the case with Mr. [redacted] Value 500 Minute Talk rate plan. Our records reflect that on January 10, 2016, Mr. [redacted] was subscribed to the Simple Starter Unlimited Calling Texting and 500MB of data price plan which provides unlimited calling, unlimited texting, and 500MB of data for $40.00 per month plus tax, and applicable fees. It is important to note that Mr. [redacted] rate plan was changed because T-Mobile has chosen to no longer support the Value 500 Minute Talk rate plan. As Mr. [redacted] grandfathered rate plan totaled $39.99 and the new rate plan totaled $40.00, it is our position that Mr. [redacted] has been moved to a comparable rate plan in regards to cost and services. Nevertheless, in an effort to amicably resolve the matter T-Mobile has agreed to place Mr. [redacted] on our Select Choice rate plan for $25.00 monthly, which includes unlimited calling, unlimited texting, and 3GB of mobile data for an additional $10.00 monthly charge totaling $35.00 plus tax and applicable fees. On March 8, 2016, T-Mobile contacted Mr. [redacted] and presented this offer to which he accepted as a full resolution 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. Taylor B[redacted] Executive Response

September 2, 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. 
 
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to our early termination fee reimbursement program.  As stated in our July 1, 2015 response, our records confirm that Ms. [redacted] activated the above referenced account on August 11, 2014.  Regrettably, our records confirm that the documents required for reimbursement were not received.  As such, a reimbursement was not issued to Ms. [redacted].  However, in our July 1, 2015 response, Ms. [redacted] was offered to send her itemized final billing statement from her previous provider to our office no later than July 15, 2015, and upon receipt and review, a refund for the qualifying charges would be sent to her.  Regrettably, the itemized billing statement was not received in our office, and as such, a refund was not provided to Ms. [redacted].  
 
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has extended the offer to send her itemized billing statement, showing the early termination fees from her previous provider, to our office no later than September 30, 2015.  Ms. [redacted] may send the billing statement, to my attention, via facsimile to[redacted], or via an email to [redacted]@T-Mobile.com.  Upon receipt and review of the documents, a refund will be issued to Ms. [redacted].  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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Chris P[redacted]
Executive Response

December 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 17, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted]’s billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Mr. [redacted]’s payment that was due on October 19, 2016, was not received on time. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls on November 3, 2016. 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 Mr. [redacted] made a payment later that day on November 3, 2016, and the account was reactivated, and the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records confirm that Mr. [redacted]’s billing statement dated November 27, 2016, included the monthly recurring charges for services from November 27, 2016, through December 26, 2016, as well as a charge for the prior month’s rate plan which was a re-rate of charges for service rendered from October 27, 2016, through November 26, 2016. Please note, as Mr. [redacted] was being re-rated for the prior month’s service charges, due to his service being suspended mid cycle, he was going to receive a credit for the prior month’s service charges reflected on the billing statement dated October 27, 2016, once the new billing statement was generated after December 27, 2016. Nevertheless, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $207.56 for the re-rate in service as well as the restore from suspend fees. Mr. [redacted]’s account now reflects a remaining balance of $224.86. 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. Zachary S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am extremely pleased with how my problem was solved by the corporate office.  I can only hope going forward that the customer service reps will be better trained on how to solve problems of customers.  Thank you T-Mobile for making it right.  I really appreciate it.
Sincerely, [redacted]

August 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 25, 2017, regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided.
However, T-Mobile has contacted the account holder of the account and worked toward an amicable resolution. Mr. [redacted] may contact the account holder to confirm any action taken on the account. T-Mobile regrets any inconvenience this may have caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted] Executive Response

September 19, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 11, 2015 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile regrets to hear that Mr. [redacted] has had multiple issues with voice and data coverage in his home and outside of his home. We understand the importance of Mr. [redacted] being able to utilize T-Mobile service in any area. T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. [redacted]’s account and based on the coverage map, confirms that his account address is in a good coverage area. Furthermore, T-Mobile is focused on providing the best network experience for all of our customers, and as a result, we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidth. Additional information about this process can be found in Mr. [redacted]’s Terms and Conditions of service. Finally, on September 18, 2015, T-Mobile spoke to Mr. [redacted] and explained the temporary speed reduction and expected service in his area which Mr. [redacted] understood. In an effort to amicably resolve this matter, T-Mobile has contacted our Engineering team to review Mr. [redacted]’s physical address more in depth to clarify if any service adjustments can be made to resolve Mr. [redacted]’s concerns . Mr. [redacted]’s was informed that Engineering may take up to three business days to review his area and that full resolution is not guaranteed after review. 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. Cesar R[redacted] Executive Response

February 2, 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 26, 2017, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Ms. [redacted] regarding her monthly recurring charges. On January 22, 2017, T-Mobile released our T-Mobile ONE Next rate plan which includes all taxes and fees into one monthly rate. T-Mobile records indicate on January 17, 2017, Ms. [redacted] activated five lines of service. As T-Mobile had not released our T-Mobile ONE Next rate plan at the time of Ms. [redacted]’s activation, she was originally subscribed to our now grandfather T-Mobile ONE rate plan which did not include taxes and fees. Ms. [redacted]’s first billing statement dated January 19, 2017, included monthly recurring charges from January 19, 2017, thru February 18, 2017. Ms. [redacted] was assessed taxes and applicable fees separately. As such, Ms. [redacted]’s first billing statement was in the amount of $228.45. Ms. [redacted] has successfully been converted to our T-Mobile ONE Next rate plan and as such her next billing statement dated February 19, 2017, will include all taxes and fees for her five lines. Prior to any applicable monthly discounts and potential usage charges, Ms. [redacted]’s monthly recurring charges are $205.00. However, as Ms. [redacted] does subscribe to our AutoPay feature, she will be eligible for a $10.00 discount monthly towards her rate plan, and $5.00 per Add-A-Line. As Ms. [redacted] subscribes to three Add-A-Lines she will be eligible for a monthly discount of $25.00 as long as she maintains her AutoPay. As such, Ms. [redacted]’s monthly recurring charges prior to any potential usage charges are $180.00. In an effort to amicably resolve this matter, T-Mobile has applied a credit in the amount of $48.45 which represents the taxes, applicable fees, and Ms. [redacted]’s Auto-Pay discount. As such, Ms. [redacted]’s updated balance is $180.00 which will be auto debited on February 9, 2017. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Mr. Davis, left me a message that mentioned I never had a problem and that is incorrect, prior to my calling the Revdex.com I was speaking with a young lady regarding my account she recognized the issue and told me she would get back to me, by July 7th. so if that rep. found an issue then how could it have been. I had no problem with my account. I'm feel like I was taken advantage of and someone unbeknownst of myself changed my account in which it caused taxes to be put on my account, which in turn changed my account and took my bill higher than usual. I'm very upset and want a credit on my account. This is not fair to the little man....little woman to be exact...
Sincerely,
[redacted]

April 25, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 13, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding Ms. [redacted] may have experienced with the email address. T-Mobile has contacted Ms. [redacted] via email at [redacted]@yahoo.com. On April 22, 2016, Ms. [redacted] responded to my email contact, indicating that she has opted to stop pursuing this matter and elected to withdraw her complaint with your office. 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 AExecutive Response

Revdex.com:
I just got a call 6/27/15 and resolved itSincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The $218 was to cover a supposed past due balance that Per T-Mobile has been 840 days past due I have asked for a copy of billing and payments as I do not believe this to be true and want proof of where I became past due as promise by Jennifer. I would have within a few days and have not received  .  Unless I receive documents I am not satisfy with the   "Allowance" given to my account. 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. Sincerely, [redacted]

August 9, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated August 4, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with ordering new T-Mobile service and equipment. We are thrilled that Mr. [redacted] selected T-Mobile as his wireless service provider. T-Mobile records confirm that order number [redacted] was created for Mr. [redacted]. Mr. [redacted] elected to purchase the Samsung Galaxy J7, and activate a new mobile number on T-Mobile’s $50.00 Simple Choice North American Unlimited Talk, Text and Data rate plan. T-Mobile is currently offering several promotions, both for Samsung devices and for current educators. T-Mobile’s educator discount provides customers with a $60.00 discount on new phones with a minimum cost of $240.00 and also provides a discount of 20% toward new accessories. T-Mobile’s current Samsung Smartphone promotion provides customers with the option to receive a Samsung device, such as the Samsung J7, free. In order to receive a Samsung device for free, customers must finance the equipment through our Equipment Installment Plan (“EIP”), wherein they must agree to pay the taxes on the full cost of the device up front, and agree to a 24 month installment plan for the remaining cost of the device. Customers then receive a monthly credit toward the cost of the device, equal to the monthly EIP installment, making the device free. Further records confirm that T-Mobile offers a 17% monthly discount for employees of [redacted] As such, based on Mr. [redacted]’ selection of equipment and selected rate plan and equipment, his monthly cost would be $105.00, before tax, and before the monthly discount for [redacted] In an effort to amicably resolve this issue, we updated Mr. [redacted]’ above order to reflect a $0.00 cost for the Samsung Galaxy J7 as well as a $0.00 up front cost. Mr. [redacted] completed the order and agreed that his monthly cost will be $95.00, before tax, and before the monthly corporate discount. We advised Mr. [redacted] that once he receives his new device, to email me at [redacted]@T-Mobile.com with his new number and once we have access to his new account we will request that the monthly corporate discount be applied to his new account, which will reduce his monthly charges to $78.85 per month, before taxes. Mr. [redacted] has also been advised that if he would like to transfer a new number to T-Mobile, he may also email me directly with the number he wants transferred, the other carriers account number and password and we will request the number be transferred on behalf of Mr. [redacted]. Mr. [redacted] has been advised that the monthly corporate discount will not be applied until his second billing statement is created. As such, we will follow up after Mr. [redacted]’ first billing statement is provided and manually apply the 17% discount to his account, after which the monthly discount will automatically be applied to his account. 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

Complaint: [redacted]
Date Sent: 5/27/2017 12:13:28 AMComplaint: [redacted]I am rejecting this response because:1. when we signed up for the 4th line the agent at T-Mobile assure of more discounts on our 4th line added than what we had previously.2. the agent never told us it was a 24 months commitment plan we had on the Samsung on 5 device and if calls are recorded as they state I would like to hear them all!!!3. when I called recently and spoke to an agent that was based in phoenix he stated that T-Mobile will keep charging me for my service and lines each month since I decided not to cancel my service that I just transferred my service, so the agent was giving me additional charged that were added recently and I was even more upset!!4.I have tried getting hold of Mercedes V[redacted] via email I have had no response so it looks like she doesn't receive email responses and I will attach you the email I sent her on April 18th that I did  not get a respond from her yet. she may have called me during her time zone but as far as my time zone I may be sleeping and I don't answer my phone.5. I have made a payment of $200.00 as am to the point were I don't seem to some how finish from T-Mobile and cut all ties so I can move on every time I call I get a different answers and more additional charges are been added. plus I don't want them to send me to collection I   have had them for over 10 years and this is how my service will end with them so to me this business is appalling.6. my husband have been tying to call Mercedes V[redacted] but she was away for few days and we have not contacted her since she's been backI just want this nightmare with T-Mobile to end I work a part time job and my husband does not have a job he looks after my 8 years old son, I don't make much money so there fore I cannot afford to pay this balance off at 1x I need to make a living and also try and pay T-Mobile off in an installment as much as I can. sorry I am not been able to attach the email if you can give me an email and I can forward it to that would be greatSincerely,[redacted]

July 12, 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 July 1, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her refund and appreciates the opportunity to respond to her concerns.
T-Mobile records confirm that Ms. [redacted] canceled her account on May 14, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the ninth of one month to the eighth of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through June 8, 2017, in the amount of $56.92 consisting of monthly access charges and applicable taxes.
A review of Ms. [redacted]’s account confirms that her billing cycle from April 9, 2017, through May 8, 2017, consisted of monthly access charges and final charges for her devices on our Equipment Installment Plan (“EIP”) in the amount of $429.35. Please note that Ms. [redacted]’s account was enrolled in AutoPay on November 14, 2015. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card/bank account provided.
Ms. [redacted] contacted Customer Care on June 2, 2017, concerning the payment of $429.35 and was advised that a refund was processed in the amount of $350.94. Due to an inadvertent error the refund was declined and Ms. [redacted]’s refund was not processed.
Nevertheless, in an effort to amicably resolve this matter, on July 5, 2017, T-Mobile advised Ms. [redacted] that the refund had been refunded to the banking account on file and can expect the funds to be deposited within three to five business days.
Please be assured that T-Mobile strives to provide world class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted]
Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 2017, regarding the above-referenced account. T-Mobile is pleased to report that upon speaking with Ms. [redacted], we have resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
T-Mobile records reflect that on June 30, 2017, Ms. [redacted] requested to relinquish two mobile numbers ending in [redacted] and [redacted] through a Change of Responsibility. A Change of Responsibility (“COR”) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbers and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.
The mobile number ending in [redacted] had a device leased through JUMP! On Demand. JUMP! On Demand is a lease program that breaks a phone’s cost down into 18 equal monthly payments with zero down upfront. Once a customer is in JUMP! On Demand, they can swap out for a new phone up to three times per year without having to pay to upgrade. If the customer does not upgrade, at 18 months they will have the choice to either trade-in or buy the phone for the remaining balance of what it would cost at full retail. The best part is, there is not an extra mark-up at the end – the customer pays the difference between the phone at full retail and however much they paid during those 18 months. On May 19, 2017, Ms. [redacted] agreed to the lease for a Samsung Galaxy S8 device.
The mobile number ending in [redacted] had a device financed through our Equipment Installment Plan (“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 monthly installments. On May 19, 2017, Ms. [redacted] agreed to an EIP for a Samsung Prime device.

When completing a COR, the new customer may elect to perform a credit check for a postpaid account, have an account with no credit check, or elect to have a prepaid account to take ownership of the numbers in question. It is important to note that only postpaid accounts may be eligible for accepting loans while transfer of ownership is performed, based on requirements and approval after a credit check. Pursuant to the terms of the lease on JUMP! On Demand which were agreed upon accepting the lease, leases cannot be transferred to another account.
T-Mobile records reflect that the account type elected by the new owner of the mobile numbers is not eligible for the EIP to be moved. On August 1, 2017, T-Mobile contacted Ms. [redacted], and explained that leases are not transferrable, and that based on the account type selected for the mobile numbers mentioned above, the new account is not eligible to have the loan transferred to it.
In an effort to amicably resolve the matter, T-Mobile closed both the lease and EIP for the devices in question to keep her from being assessed any future installment payments for both devices effective on her next billing statement which will produce on or around August 27, 2017. Pursuant to our conversation, Ms. [redacted] considers the matter resolved, and has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response