T-Mobile Usa Inc

February 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated February 3, 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 her concerns within this letter. T-Mobile regrets any difficulties Ms. [redacted] has experienced with her non-T-Mobile device after a software update. T-Mobile records confirm that Ms. [redacted] activated service on January 2, 2015 using a non-T-Mobile branded Samsung Galaxy Note 4 device. It should be noted that while an unlocked Samsung Galaxy Note 4 from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Additionally, software upgrades are offered to the customer to keep their handset software up to date. The customer has the option to utilize the upgrade or pass on the offer. Therefore T-Mobile is not responsible for any issues that may arise from a software upgrade for a non-T-Mobile device. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. T-Mobile records indicate that on February 2, 2015 T-Mobile offered Ms. [redacted] the option to purchase a T-Mobile device which Ms. [redacted] respectfully declined. T-Mobile records indicate that Ms. [redacted] contacted T-Mobile on January 31, 2016, regarding her Samsung Note 4 as it was not turning on. At which time the representative was unable to process a Limited Warranty Exchange as the device was not a T-Mobile device. It is important to note that Ms. [redacted] would not have qualified for the NY Assurant PHP Bundle feature from the time of activation as she activated service with Non-T-Mobile equipment. T-Mobile records indicate the $8.00 PHP feature was added inadvertently on January 31, 2016, Ms. [redacted] had not been making monthly payments for this feature prior to this date. T-Mobile advised Ms. [redacted] on several occasions that she did not qualify for the Limited Warranty exchange through T-Mobile; however the non-T-Mobile handset may be eligible for replacement through the manufacturer. In an effort to amicably resolve this matter, T-Mobile will replace the equipment should Ms. [redacted] provided proof of purchase that the equipment was purchased through T-Mobile she may fax this information to my attention at [redacted]. Ms. [redacted] will also have to bring her T-Mobile account to a current balance as it is currently suspended for non-payment with a balance of $1,104.43. Should Ms. [redacted] accept T-Mobile’s offer she may contact me directly at the number provided below within thirty days from the date of this letter. 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. Luv V[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I have not received the refund back on my credit card and it has been 6 days. Realize T mobile had promised me prior that I would receive the refund and I did not receive it. Called them back and that is why I went to the Revdex.com. They had no record that manager Morgan had said that they would refund me back the money. So here it is again and I have not received back the 53.00 dollars as of yet. I would except the response if I received the refund. 
Sincerely,
[redacted]

Revdex.com Team,   I apologize I missed the email seeking input after resolution of Complaint ID: [redacted]. This issue has been addressed to my full satisfaction by TMobile and if you would like to update your records with that response, please feel free to do so.   Thanks,   [redacted]

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, 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.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving his concerns. T-Mobile records indicate that from January 5, 2017, through February 28, 2017, T-Mobile was offering the 2017 Tax Time Switcher Offer which provided customers a $150.00 mail in rebate per line of service ported in, and subscribed to the T-Mobile ONE plan, within eight weeks from the date of submission. T-Mobile records indicate that on February 14, 2017, Mr. [redacted] ported in lines ending in [redacted] and submitted for the 2017 Tax Time Switcher Offer.
On April 21, 2017, Mr. [redacted] updated the billing address via his myT-Mobile.com account and called in to customer care to go over the promotion status. At that time, the rebate card was already being processed and was sent out to Mr. [redacted] but unfortunately the update in address did not reflect in the promotional records and the rebate card was sent to Mr. [redacted]’s previous billing address. Upon further review, T-Mobile has found the card was received and the funds of $600.00 have been used. Mr. [redacted] has stated he did not use the funds on this card.
In order to amicably resolve Mr. [redacted]’s concern, on June 16, 2017, T-Mobile applied a one-time account credit in the amount of $600.00, resulting in a credit balance of $486.64.
Please note that Mr. [redacted] has unenrolled from AutoPay as of May 24, 2017. 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. This feature also provides consumers the benefit of a $5.00 discount per line while taking advantage of the T-Mobile ONE rate plan. Mr. [redacted] may activate the AutoPay at any time via his personal myT-Mobile.com account.
As a courtesy T-Mobile has issued an additional adjustment of $15.00 for the three remaining lines on Mr. [redacted]’s account bringing the account to a credit balance of $501.64.
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.
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

Tell us why here...
January 10, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]...


[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a correspondence dated December 28, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that the business has designated Mr. [redacted] as an authorized user of the account. T-Mobile has made attempts to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concern Mr. [redacted] experienced regarding the return of his handset. Our records confirm that on March 25, 2017, Mr. [redacted] signed and agreed to an Equipment Instalment Plan (“EIP”) on the line ending in [redacted] for an LG G6 handset with a down payment of $26.00 and 24-monthly installments of $26.00.
Please be advised that on March 29, 2017, Mr. [redacted] spoke with T-Mobile’s Executive Response Team regarding replacing an LG V10 handset that he had concerns with. At that time, Mr. [redacted] was offered to return his handset in exchange for a $250.00 down payment waiver towards the EIP purchase of an LG V20 handset. Our records confirm that Mr. [redacted] agreed to the terms.
It is important to note that Mr. [redacted] was sent a replacement LG G6 handset on EIP for the line ending in [redacted], and Mr. [redacted] opted to return the original LG G6 and LG V20 handsets in exchange for Samsung Galaxy S8+ handsets. It was agreed that upon receipt of the LG handsets being returned to the corporate offices, the EIP for each returned handset would be waived.
On April 19, 2017, T-Mobile’s received an LG V10 handset and an LG G6 handset from Mr. [redacted]. As such, on April 21, 2017, the EIPs associated with the handsets were waived as agreed. Additionally, on May 15, 2017, T-Mobile’s corporate offices received a package including the second LG G6 as well as the LG V20 handsets. Regretfully, due to an inadvertent administrative error, the EIPs associated with the remaining two LG handsets were not closed. As such, Mr. [redacted] was charged $26.00 per month for the LG G6, and $9.59 for the LG V20 between June 2017, and December 2017.
Our records confirm that the total Mr. [redacted] was charged after the handsets were returned was $208.00 for the LG G6 handset and $76.72 for the LG V20. In an effort to resolve Mr. [redacted]’s concerns, T-Mobile has closed both EIPs as well has applied a credit of $284.72 for the previously assessed EIP charges to Mr. [redacted]’s account revising his current balance to a credit of $60.62. 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]

July 24, 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 11, 2017, regarding the above-referenced account. Please note that upon speaking with Mr. [redacted] T-Mobile was able to determine that Mr. [redacted] and Mr. [redacted] are one in the same person. If Mr. [redacted] would like to correct the name on his account, he may take his I.D. to a T-Mobile retail store to update the account.
T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on September 30, 2016, the Business Family Discount (“BFD”) was put in effect on the account, and remains an active discount associated with the account. T-Mobile began offering the BFD promotion. This phenomenal promotion provides customers who have a T-Mobile line paid for by their company or organization (Government or State entity), up to a $20.00 on individual or $40.00 discount off their family voice plan on a separate personal consumer account. Customers must complete a registration process online via the website at www.t-mobile.com/bizfamdisc to receive the discount by linking one number on their business account to a number on their personal account; both accounts must be current and in good standing. Once enrolled, the discount will begin with the customers next billing cycle. It is important to note that customers are required to re-enroll every year and are sent a notification at 60 days with a unique re-verification link included in the notification.
On May 27, 2017, Mr. [redacted] activated two new lines of service, taking advantage of the 2017 2 Add a Lines for the Price of One promotion. Between May 25, 2017 and June 27, 2017, T-Mobile offered the 2017 2 Add a Lines for the Price of One to new or existing customers like Mr. [redacted]. To be eligible for the free line of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. The two newly activated lines ending in [redacted] and [redacted] will each receive a credit of $12.50 each month while active in association with the account.
On May 27, 2017, Mr. [redacted]’s price plan was changed to the T-Mobile One Tax Included rate plan for $205.00 per month for 5 lines of service. Additionally, there is also one Mobile Internet (“MI”) active with a cost of $75.00 per month. Please note that the T-Mobile One Tax Included rate plan is eligible for a $5.00 AutoPay discount per line of service. Additionally, Mr. [redacted]’s MI line is eligible for a $50.00 monthly hybrid discount while active on the same account with active voice lines.
As indicated above, Mr. [redacted] is actively enrolled in several account discounts: he is receiving a total of $30.00 in AutoPay credits, a $40.00 monthly discount for BFD, $50.00 for the hybrid discount on his MI line, and a total of $25.00 for the 2017 2 Add a Lines for the Price of One. After a review of Mr. [redacted]’s account T-Mobile found that due to an inadvertent error he was advised that he would no longer receive the monthly EIP discount for his two Apple iPhones. Please note that on July 13, 2017, T-Mobile confirmed Mr. [redacted] would continue to receive the monthly EIP discount for his two Apple iPhones in the amount of $54.18 per month.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

Thank you  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]

Revdex.com:
T-Mobile Corporate has taken the steps necessary to help resolve this issue. They have been more than courteous in this process and have worked with me to get to a fair resolution. I hope that in the future their general representatives emulate and treat me with the same sense of friendliness, common courteous, integrity, and liability. T-Mobile Corporate Office is a representation of the way I would like to be treated throughout the course of my any service that I pay for. I hope in the future this confidence is what I feel with any general representative dealings and this particular previous incident stands out as an outlier. 
In reference to complaint ID [redacted], I acknowledge that this response is satisfactory to me. Sincerely, [redacted]

February 10, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 28, 2016, 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 Mr. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his international coverage. As Mr. [redacted] mentions in his correspondence, he is roaming internationally outside of the United States. As Mr. [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areas when roaming on another carrier’s network. There are many factors that may affect Mr. [redacted]’s coverage while utilizing another carrier’s network outside of the United States, such as the other carrier’s cell equipment or congestion issues with their towers. T-Mobile has processed troubleshooting steps to ensure that Mr. [redacted]’s handset or SIM Card were not causing his connection issues and have not found them to be at fault. However without being able to speak directly to him we are unable to complete all necessary troubleshooting steps. On February 2, 2016, T-Mobile applied a courtesy credit of $69.89, for the billing cycle charges from January 25, 2016 through February 24, 2016, reducing the account to a zero balance. Should Mr. [redacted] wish to process any additional troubleshooting, he may contact me directly at the number listed below or reply directly to the emails that we have sent to him. We look forward to hearing from Mr. [redacted] and resolving 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. [redacted] Executive Response

February 5, 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 January 31, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding Ms. [redacted] may have experience regarding her account billing. Ms. [redacted] account was established in a bill in arrears in which her billing cycle ran from the 29th of one month through the 28th of the following month with payments due on or before the 21st of the month. T-Mobile records confirm that during the month of October 2015, Ms. [redacted] had a past due balance of $254.72 which included the monthly recurring charges and monthly Equipment Installment Plan (“EIP”) charges, taxes and fees billed from July 29, 2015 through September 29, 2015, in addition the billing statement reflected current charges of $75.42 for the prorated monthly recurring charges billed from September 29, 2015 through October 10, 2015, monthly EIP charges, late fees, taxes and fees totaling the amount of $330.14 due on or before November 21, 2015. As payment was not received on November 5, 2015, Ms. [redacted] account canceled for non-payment. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Ms. [redacted] agreed to an EIP for the mobile number ending in [redacted] on July 19, 2014 with the purchase of a Samsung Galaxy S5. As the account canceled, the remaining EIP balance of $220.00 was accelerated and posted to the final billing statement dated November 29, 2015. Ms. [redacted] total balance due was of $550.14 in which T-Mobile attempted to collect the balance via text messages and automated phone calls. As our attempts were unsuccessful, T-Mobile turned Ms. [redacted] account over to an outside collection agency, AmSher. As Ms. [redacted] account is being handled by an outside collection agency, a collection fee of $61.91 was added to her account updating the accounts balance to $612.05. On February 4, 2016, T-Mobile contacted Ms. [redacted] and agreed to accept payments of $100.00 a month. Upon paying off her account, T-Mobile will remove her account from collections instructing any negative reporting be removed from the collection agency. Ms. [redacted] has agreed to contact me directly for payment at the number listed below. 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

March 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated February 28, 2017, regarding the above-referenced account. Please be advised that T-Mobile made several attempts to contact Ms. [redacted], which have proven unsuccessful as such, we will make every effort to address her concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] has regarding out $100.00 Off Select Devices With an Add A Line promotion. Please be advised that from January 11, 2017, through February 27, 2017, T-Mobile offered a $100.00 Off Select Devices With an Add A Line where customers can get $100 off the purchase of select equipment when adding a new line to their account.
As with any promotional offer, there are sometimes limitations that may disqualify a customer from obtaining certain promotions that T-Mobile may offer. It is important to note that T-Mobile reserves the right to change promotions at any time. As such, the $100.00 Off Select Devices With an Add A Line did have an expiration date of February 27, 2017. Regretfully T-Mobile has no records of Mr. [redacted] purchasing a handset or activating a new line of service during the promotional time frame. T-Mobile does apologize about any confusion.
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 retail location.
In an effort to amicably resolve Ms. [redacted]’s concerns, on March 4, 2017, T-Mobile applied a $100.00 credit to Ms. [redacted]’s account to honor the discount and an order was placed for a Samsung galaxy On5 handset. Please note that T-Mobile records reflect that Ms. [redacted] activated a new line of service on March 5, 2017. Furthermore, on March 13, 2017, T-Mobile applied a courtesy credit in the amount of $109.78 bringing Ms. [redacted]’s account to a zero balance. 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.
Juan B[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 15, 2017, regarding the above-referenced account.
On June 19, 2017, T-Mobile contacted Ms. [redacted] to inform her that the account is currently cancelled, and pending the generation of the following billing statement to reflect charges from the billing period of May 23, 2017, through June 22, 2017, which is the billing period in which the three mobile numbers ending in [redacted], and [redacted] were cancelled. The review of the account is scheduled to take place on June 27, 2017, to allow the billing statement to generate, and for T-Mobile to verify the amount that will need to be credited to leave the account with a zero balance. T-Mobile informed Ms. [redacted] that after the adjustments are placed onto the account, a final billing statement will be generated the following month, on or around July 23, 2017, reflecting a zero balance.
Ms. [redacted] was also reminded that should she have any questions in the interim, she has been provided my direct contact information. T-Mobile will be sharing the findings of the account review on June 27, 2017 with Ms. [redacted] via email.
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

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]

September 29, 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 September 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her Simple Choice No Credit Check account. T-Mobile records confirm that on September 3, 2015, Ms. [redacted] activated her T-Mobile account with her mobile numbers ending in[redacted] Our records indicate that on June 5, 2016, Ms. [redacted] canceled her mobile number ending in [redacted]. On June 6, 2016, Ms. [redacted] canceled her mobile numbers ending in [redacted]. Our records do confirm that on June 5, 2016, Ms. [redacted] provided T-Mobile with permission for a Change of Responsibly (“COR”) to be processed for her mobile number ending in [redacted]. A 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. Although, Ms. [redacted] provided permission for a COR to take place for her mobile number ending in [redacted], the new owner did not contact T-Mobile to complete the COR. Therefore the mobile number remained active until it was canceled on September 7, 2016, for non-payment. Upon speaking with Ms. [redacted], she stated that our Customer Care advised her that an authorized user can contact T-Mobile to cancel the account and this is why she did not contact T-Mobile to cancel her mobile number. We are sorry for any misinformation, as any T-Mobile account can only be canceled by the billing name. Ms. [redacted]’s account was canceled with a balance of $50.33. Please note this is not the final balance, which will be produced three days after Ms. [redacted]’s billing cycle on the September 27, 2016. In regards to Ms. [redacted]’s deposits, Simple Choice No Credit Check accounts are required to pay a deposit. Our records indicate that she was required to make total payment of $100.00 to her account for deposits. Deposit refunds are automatically applied to the account to cover any balance due. Our records indicate that Ms. [redacted]’s $90.00 in deposits were released to her account balance and it was applied to her balance on her billing statement dated June 28, 2016. A copy of the billing statement was emailed to Ms. [redacted] for review. It is also important to note that Simple Choice No Credit Check accounts are not transferred to collection agencies for further collection attempts, although T-Mobile may use a collection agency to contact customers in an attempt to collect a debt. In an effort to amicably resolve this matter, on September 26, 2016, T-Mobile applied a courtesy credit of $50.33 to Ms. [redacted]’s account for her balance. T-Mobile will follow up on September 30, 2016 to remove any final bill charges for monthly services. In addition, T-Mobile sent Ms. [redacted] a prepaid refund card in the amount of $10.00 to her address on the correspondence for her remaining deposit. Please allow seven to ten business days for mailing. Ms. [redacted] accepted this as a resolution. As of September 28, 2016, Ms. [redacted]’s account remains canceled with a zero balance. T-Mobile regrets any inconvenience to Ms. [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

June 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 12, 2017, regarding the above-referenced account.
T-Mobile regrets any inconveniences Ms. [redacted] may have encountered in her efforts to resolve this matter as we understand the value of her time. T-Mobile appreciates the feedback Ms. [redacted] has provided which allows us to take the necessary steps to improve future customer experiences.
On June 20, 2017, T-Mobile’s Executive Response Team spoke with Ms. [redacted] to discuss her choice of replacement device. An order was placed for a Samsung Galaxy S8 Orchid Gray handset via Equipment Installment Plan (“EIP"). Ms. [redacted] understands she must accept the terms of the EIP agreement, which include a $30.00 down payment plus sales tax that will be applied to the upcoming billing statement. Also on June 20, 2017, T-Mobile issued a $100.00 credit which will be applied to upcoming billing statements until it has been depleted.
Ms. [redacted] will return her Samsung Galaxy J7 handset to T-Mobile’s executive response team at:
T-Mobile USA, Inc.
Attn: Liana
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile suggests Ms. [redacted] use a traceable carrier and that she keep the tracking number for her records. T-Mobile also asks that Ms. [redacted] include the charger along with a note with her name and account information to ensure the return is processed timely. Once T-Mobile has received the device, and confirmed it is in good working condition with no physical or liquid damage, we will revisit Ms. [redacted]’s account to close the EIP associated with the device and waive the remaining balance in full.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted] Executive Response

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. However, referencing my options to purchase another phone was not part of our conversation. It should also be stated T mobile allows you to make payments on your equipment online by selection specifically.  Per our conversation, they are trying to correct this issue, their system has been broken for a while. They attempt to keep the customer inconvenient by telling them to go to a retail store to make payments on their equipment. 
Their security for verification purpose is overwhelming. They still cannot provide a suitable answer why the automatic system ask for you last four digits of your social security and phone number, after which each representative does the same thing after being transferred. In addition, the representative doesn't pass on what has been discuss or verify who you are to their co-work. Their customer service skills are lacking. 
I resolved my own wifi calling issue because they never returned my call or submitted a ticket as stated in my conversation.
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]@msn.com] Sent: Saturday, August 26, 2017 6:17 AM To: Complaints <[redacted]@theRevdex.com.org> Subject: Complaint #[redacted]   I never received any notification from Revdex.com asking if my complaint had been resolved.  I did receive one phone call attempt from T-Mobile at an inconvenient time and we made an arrangement for them to call back the following day and they never did.  I stayed home all day for that call.  I only have 2 emails from Revdex.com.  The first stating the claim was opened and the second stating that I had a message and when I went to the message you had closed the claim.  You have let T-Mobile off of the hook.  This claim needs to be reopened because they are not following up and are still being dishonest in their billing practices!!! Sincerely, [redacted]   So happy to send from my iDevice

September 26, 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 September 14, 2017, regarding the above-referenced file number.    T-Mobile regrets any concerns Mr. [redacted] had in attaining a Mobile Device Unlock for his equipment.  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. Please note that device unlock codes are provided as a courtesy to our customers for their T-Mobile equipment.  Pursuant to T-Mobile policy, when a device unlock code is requested for a postpaid account, the following requirements must be met:   ·         Device has been active on the T-Mobile network for 40 days; ·         Continuous device usage for at least seven (7) days;   T-Mobile was not able to locate a T-Mobile account with the information that Mr. [redacted] provided in his correspondence to your office.   In an effort to amicably resolve this matter T-Mobile, offered to provide the Mobile Unlock code once we received additional information of the device Mr. [redacted] was requesting the Mobile Device Unlock for.  However, on September 19, 2017, Mr. [redacted] advised T-Mobile that since filing the complaint he has returned the equipment and no longer requires the Mobile Device Unlock code. T-Mobile appreciates Mr. [redacted]’s feedback regarding T-Mobile’s Mobile Device Unlock policy.  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.     Amor M[redacted] Executive Response Tell us why here...

October 6, 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 September 29, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate that on October 12, 2015, Mr. [redacted] entered into a JUMP! On Demand lease agreement by selecting the Samsung Galaxy Note 5 handset. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. T-Mobile records indicate that on December 24, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy TAB A tablet. 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. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. On January 10, 2016, a handset replacement was ordered for Mr. [redacted]’s non-working handset. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records do not indicate that we received the non-working handset. As such, Mr. [redacted] was charged $650.64 for the non-return fee. T-Mobile records confirm that on June 27, 2016, Mr. [redacted]’s account was canceled for non-payment. At that time, the remaining lease payments and remaining balance for the purchase option price of the Samsung Galaxy Note 5 handset was accelerated and applied to the final billing statement. Additionally, the remaining EIP balance for the Samsung Galaxy TAB A tablet was also accelerated and applied to the final billing statement. The final billing statement issued July 19, 2016, reflected a balance of $1,325.87 due by August 11, 2016, and consisted of the remaining lease payments, purchase option price, remaining EIP balance, late fees, monthly access charges from March 19, 2016, through June 27, 2016, and applicable taxes. Due to continued non-payment, on August 21, 2016, Mr. [redacted]’s account was forwarded to Southwest Credit, a third-party collection agency. On September 30, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to allow Mr. [redacted] to return his Samsung Galaxy Note 5 handset directly to my attention within 30 days of the date of this letter at: Executive Response Attention: [redacted] Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $1,325.87 for the remaining lease payments, purchase option price, remaining EIP balance, late fees, monthly access charges from March 19, 2016, through June 27, 2016, and applicable taxes. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. T-Mobile requests that Mr. [redacted] include his account information with the device to ensure proper account credit. Additionally, upon receipt of the handset, T-Mobile will remove the account from third-party collections and instruct the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. 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

September 15, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 11, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.   T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 16GB handset on February 29, 2016.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. [redacted]’ account, this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature.   During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, 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.  If upon return of the non-working handset, T-Mobile determines that the handset is out-of-warranty, an out-of-warranty fee, plus tax, will be charged to the account.   With regard to Ms. [redacted]’ handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty.  Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam.  Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets.  A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange.  It is T-Mobile’s position that the out-of-warranty fee assessed is valid and owed.   T-Mobile regrets any concerns Ms. [redacted] has in regards to the billing on her account.  T-Mobile records confirm that on April 15, 2017, Ms. [redacted] qualified for and took advantage of an Extended Payment Schedule (“EPS") on April 15, 2017, for an amount of $392.84 that was broken into six monthly installments in the amount of $65.47 for five installments and the sixth installment to be paid is $65.49.  An EPS is a payment arrangement that allows customers to pay their balance off in into installments that are billed monthly.   T-Mobile records confirm that Ms. [redacted] balance was currently $936.56 which is two bills included in one.  Please see below details of the mentioned balance.   Ms. [redacted]’ billing statement dated July 30, 2017, reflected a total balance of $716.02.  This balance included a past due balance of $161.13 and new charges including the out of warranty fee, the EPS, and service charges from July 24, 2017 through August 23, 2017 in the amount of $554.89.    Ms. [redacted] remitted a payment of $30.00 on August 7, 2017, which left a revised balance of $686.02.  Since Ms. [redacted] did not remit payment for the full balance, the remaining balance of $686.02 carried forward to Ms. [redacted]’ following billing statement.    Ms. [redacted]’ billing statement dated August 24, 2017, reflected a total balance of $936.56.  This balance included a past due balance of $686.02 and new charges, which included the EPS, and service charges from August 24, 2017 through September 23, 2017, in the amount of $250.54.  It is important to note that Ms. [redacted] has not remitted a payment since the payment of $30.00 that was remitted on August 7, 2017.  Based on the information provided, Ms. [redacted]’ balance is valid and owed.   On September 8, 2017, Ms. [redacted] set up and agreed to a payment arrangement to prevent her services from suspended being that she has a past due balance.  The terms of the payment arrangement that Ms. [redacted] set up was for her to pay $370.56 on September 22, 2017, and $566.00 on October 6, 2017.    In effort to amicably resolve this matter, as a courtesy T-Mobile provided a onetime adjustment for the out of warranty fee in the amount of $250.17, which left a remaining balance of $686.39.  As an additional onetime courtesy, T-Mobile also removed the payment arrangement that Ms. [redacted] agreed to and placed a onetime collection hold on Ms. [redacted] account until October 20, 2017, pending Ms. [redacted] makes a payment every two weeks in the amount of $228.80 starting on September 19, 2017.  Ms. [redacted] is aware that if she does not keep this arrangement the collection hold will be removed and there will be go guarantee of service after that.  Please be advised, a collection hold does not prevent normal billing statement to be generated and paid by its due date.  Ms. [redacted] accepted this as resolution to her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[redacted] Executive Response