T-Mobile Usa Inc

May 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 May 12, 2017, regarding the above-referenced account. T-Mobile has attempted to reach Mr. [redacted] but unfortunately, we have been unsuccessful in our attempts. Therefore, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
We regret any inconvenience Mr. [redacted] may have experienced in regards to making payments to his T-Mobile account via credit or debit card. T-Mobile records confirm on February 23, 2017, a payment was remitted in the amount of $219.94 to Mr. [redacted]’s account. On April 17, 2017, the $219.94 payment was reversed due to the payment being disputed by the card holder. Please note, if a payment is returned for any reason it is T-Mobile policy to stop payments via the returned payment method (electronic check or credit card) for 30 days.
T-Mobile records indicate that on May 12, 2017, we updated Mr. [redacted]’s T-Mobile account to allow payments via credit card again. Please note, if there are any further returned payments the payment method will be stopped again for at least 30 days. T-Mobile regrets any inconvenience.
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] R[redacted]
Executive Response

January 27, 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 22, 2016, regarding the above-referenced account. T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding her handset upgrade payment. T-Mobile records confirm that on January 18, 2016, our T-Mobile Financial department researched the request for order number [redacted]. They confirmed that the payment made of $809.97 for Ms. [redacted]’s Apple iPhone was returned as unpaid and failed to charge on Ms. [redacted]’s husband’s credit card. Therefore; on January 18, 2016, T-Mobile applied a charge of $809.97 for the full purchase price on Ms. [redacted]’s account because Ms. [redacted] confirmed that she received the handset. On January 20, 2016, T-Mobile confirmed that Ms. [redacted] returned her Apple iPhone 6S, with serial number [redacted], to our National Return Center on December 15, 2015, per tracking number [redacted]. This information was provided to our Financial Care department, who applied the charge on Ms. [redacted]’s account for the handset purchase. Also, on January 20, 2016, Ms. [redacted] provided our office with billing statements of her husband’s credit card indicating that on December 1, 2015, the payment processed in the amount of $809.97. The statement also indicates that on January 6, 2016, a refund of $809.97 was applied to the credit card provided. As this shows that the transaction was returned, T-Mobile respectfully declines any further refund to the credit card. In an effort to amicably resolve this matter, on January 26, 2016, T-Mobile applied a credit of $806.97 to Ms. [redacted]’s account for the returned equipment. As of January 26, 2016, Ms. [redacted]’s account reflects 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. Leah T[redacted] Executive Response

From:[redacted] [mailto:[redacted]@gmail.com] Sent: Friday, July 22, 2016 10:48 PMTo: Complaints <[email protected]>Subject: Re: You have a new message from the Revdex.com
 
I did respond to T-mobile and gave a satisfied response.  Why am I getting this email stating your going to tell T-mobile I'm dissatisfied?? Your system has a bad glitch. because I checked the box stating I was satisfied. FIX YOUR SYSTEM PLEASE!!!

April 11, 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 March 29, 2017, 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 any concerns to Ms. [redacted] with regards to being charged for a Signal Booster device. Our records indicate that on December 25, 2015, T-Mobile issued Ms. [redacted] a 4G LTE Signal Booster due to coverage issues she was having. T-Mobile regrets any concerns with regards to her not receiving this device; however, our records do not confirm that it was returned to T-Mobile. It is important to note that if a customer cancels their T-Mobile account while in possession of a Signal Booster device, they are automatically shipped a return label to their billing address on file to return the device and avoid being charge a non-return fee.
Our records indicate that on January 10, 2016, Mr. [redacted] transferred his mobile number to another carrier and as such, his T-Mobile account was cancelled. Please note that as our records did not confirm that the 4G LTE Signal Booster was returned to T-Mobile, a non-return fee in the amount of $312.13 was charged to Mr. [redacted]’s final billing statement which was issued on March 3, 2016.
As a payment was not remitted for the outstanding balance, on May 1, 2016, Mr. [redacted]’s T-Mobile account was referred to an outside collection agency for their collection efforts.
On March 30, 2017, in an effort to amicably resolve this matter, T-Mobile issued a bill credit in the amount of $312.13 which left Mr. [redacted]’s T-Mobile account with a zero balance. Please note that T-Mobile has also requested to have Mr. [redacted]’s T-Mobile account removed from his credit and it may take up to 90 days for this change to be reflected on his credit report. 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.
Cesar R[redacted]
Executive Response

July 5, 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 June 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted], as an authorized user of the account. T-Mobile is pleased to report that we spoke with Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] ‘recent calls to our Customer Care.
T-Mobile regrets any concern Ms. [redacted] has in regards to her replacement device. On November 10, 2016, T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 7 plus 128GB under T-Mobile’s Equipment Installment Plan (“EIP”) offering. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of the account this warranty has been extended as Ms. [redacted] subscribes to the optional Handset Protection feature. On June 4, 2017, Ms. [redacted] utilized her Handset Protection due to her original handset being misplaced. Ms. [redacted] stated she received the device from Assurant and it was defective.
T-Mobile offers a Handset Exchange Program, where we 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. On June 24, 2017, Ms. [redacted] was offered an advanced replacement of her device via T-Mobile’s Handset Exchange Program in which she declined.
In effort to amicably resolve this matter T-Mobile contacted Ms. [redacted] on June 27, 2017, and offered a handset exchange under our exchange program in which Ms. [redacted] accept. T-Mobile also provided Ms. [redacted] a credit in the amount of $56.00 toward her T-Mobile account leaving a revised credit balance of $56.00. Ms. [redacted] accept this as resolution to her concerns. T-Mobile apologizes for 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.
Nicole C[redacted] Executive Response

June 13, 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 2, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience this matter has caused Ms. [redacted]. In her correspondence with your office Ms. [redacted] disputes the amount she pays each month for her rate plan. T-Mobile’s records indicate Ms. [redacted] contacted T-Mobile on March 28, 2017, to cancel her mobile number ending in [redacted]. At this time Ms. [redacted] updated her rate plan to the T-Mobile ONE with taxes inclusive plan. The new rate plan took effect on April 23, 2017, and consists of unlimited talking, texting and data for $155.00 per month before any auto pay discounts if applicable.
T-Mobile contacted Ms. [redacted] on June 6, 2017, via phone and offered to change her back to the Fourth Line Free Family Match plan which was prior to March 28, 2017. However, after further discussion Ms. [redacted] decided to remain on the T-Mobile ONE plan as listed above.
As a gesture of good faith T-Mobile provided Ms. [redacted] a onetime credit of $155.00 leaving a revised credit balance of $-155.00 on Ms. [redacted] account. Ms. [redacted] accepted our offer as a resolution to her concerns.
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] recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted] Executive Response

April 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 March 29, 2017 regarding the above-referenced account.  Please be advised that [redacted] is an authorized user on [redacted]’s account.   T-Mobile regrets any inconvenience to Mr. [redacted] regarding the upgrade of his handset. As stated in our previous correspondence dated March 28, 2017, T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care and retail location.   Please be advised that on March 30, 2017, T-Mobile records confirm that a Samsung Galaxy S8 handset JOD preorder was initiated for the mobile number ending in [redacted].   Upon further research of this matter, T-Mobile records indicate the LG V20 handset has been marked as returned to sender and will be delivered back to T-Mobile. As such, T-Mobile has removed the LG V20 handset from the account. In addition T-Mobile applied a credit to the account on April 8, 2017 for the $34.00 EIP charge that reflected on the most recent billing statement bringing the account balance to $141.95.   Please note that in addition, T-Mobile will continue to allow Mr. [redacted] to send the Samsung Galaxy Note 5 handset that is financed under JOD to our office at the below address through May 8, 2017:   T-Mobile USA Inc. Attn: Christopher R[redacted] 1201 Menaul Blvd NE Albuquerque NM 87107   Upon receiving the Samsung Galaxy Note 5 handset. T-Mobile will remove the remaining charges associated with the Samsung Galaxy Note 5 handset. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. We regret any inconvenience to Mr. [redacted] and hope that he accepts our offer as resolution to 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.   Christopher R[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account. Please be advised that we have made 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 in regards to her rate plan. T-Mobile records confirm that Ms. [redacted] had two activate mobile number ending in [redacted] and [redacted]. On March 7, 2017, Ms. [redacted] subscribed to the T-Mobile ONE rate plan for $110.00 per month, plus taxes. Additionally, Ms. [redacted]’s two voice lines of service were subscribed to the JUMP! 2.0 insurance feature, for $12.00 per month plus taxes. Ms. [redacted]’s mobile number ending in [redacted] was subscribed to the Simple Choice North America Stateside International calling feature for $10.00, per month, plus taxes.
Please note that with the enrollment of AutoPay, in conjunction with a qualifying T-Mobile ONE rate plan, customers receive a $5.00 monthly bill credit, per voice line of service. 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. Records confirm that Ms. [redacted]’s account was not enrolled in AutoPay, therefore, her account was not eligible to receive the monthly $5.00 bill credit per voice line of service. Ms. [redacted] may add AutoPay to her account by visiting her MyT-Mobile.com account or by contacting T-Mobile Customer Care at 800-937-8997.
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 department.
It is T-Mobile’s position that Ms. [redacted]’s account is being accurately charged for her services and features selected. Therefore, T-Mobile respectfully declines Ms. [redacted]’s request for bill credits. Records confirm that on April 24, 2017, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when she ported her number to another service provider. Therefore, Ms. [redacted]’s account remains active with one voice line of service. T-Mobile recommends that Ms. [redacted] contact T-Mobile’s Customer Care by May 6, 2017, to update her account to the individual T-Mobile ONE rate plan for $75.00 per month, plus taxes. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly 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.
Diana J[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 with the following correction;
 
The one-time credit is corrected to read $444.65. In addition, for the record I would like to state that I never once implied or mentioned I worked for [redacted].  I presented my business card with Farmers Insurance at the time, still am with Farmers Insurance, over 5+ years. In addition, the changes that were recently made to my account in the month of May, were indeed made without my consent and the changes were not explained to me.
At this time, I am choosing to accept his offer of the $444.65 credit, being that the credit he offered is a reflection of the discount I would have received over a 24 month period ( $444.65 / 24 months = Approx 18.53 month).
Lastly, I would suggest that their representatives are trained to completely explain all plans, costs and contracts.  Unfortunately, T-Mobile has left a bitter taste for me.  The representative that contacted me did his best to help, but refused to take accountability for their agents and their actions. I accepted the offer because all his solutions to dissolve or dismiss this claim was to remove features, coverage, abilities from my account. In no way to correct the errors on their part. In other words a "Lose/Lose" situation for me. T-Mobile giving me the $444 credit (Discount over 24 months) was the only thing I was able to do without reducing what had already been reduced in May without my consent.
Revdex.com, thank you in advance for all your help in getting a solution. Have a great day.Sincerely, [redacted]

February 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 February 9, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his billing. Starting from September 9, 2016, through September 25, 2016, for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) can get a new iPhone 7 for free (via bill credits) when purchased on Equipment Installment Plan (“EIP”). Starting September 15, customers must sign up for T-Mobile One plan. Customers will receive promotional EIP bill credits over 24 months to cover the cost of the device. Credits will begin within two bill cycles of purchase.
T-Mobile records indicate that on September 20, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of 3 iPhone 7 Plus 32GB’s. 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.
Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.09 for each handset, which appeared on the first bill following the purchase of the device. Regretfully, Mr. [redacted] was not eligible for the above promotion due to not subscribing to the T-Mobile One plan.
Nevertheless, as we want to ensure that our customers are provided the best experience possible, on February 11, 2017, T-Mobile offered to close the current EIP loans for the three iPhone 7 devices and adjusted a total $235.08 as a bill credit leaving his account with a credit balance of $28.00. Mr. [redacted] has agreed to and accepted our offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

March 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 March 6, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] has concerns with the status of the JUMP! On Demand (“JOD”) upgrade from November 2, 2016.  On October 3, 2015, Ms. [redacted] leased an Apple iPhone 6S 128 GB handset for her mobile number ending in [redacted] with our JOD leasing option.  On November 2, 2016, Ms. [redacted] completed a JOD upgrade and the Apple iPhone 6S handset was turned in on November 11, 2016 and Ms. [redacted] leased a new Apple iPhone 6S Plus 128 GB handset for her mobile number ending in [redacted], the new handset was delivered on November 4, 2016.  Due to an inadvertent processing error, the JOD lease for Ms. [redacted]’s Apple iPhone 6S 128 GB handset remained active.    On March 15, 2017, T-Mobile closed the JOD lease for the Apple iPhone 6S 128 GB handset.  Ms. [redacted] will not be charged additional equipment installments for the returned handset.  In addition, T-Mobile issued credits in the amount of $91.16 to Ms. [redacted]’s account for the four installments that have been billed since the handset was received on November 11, 2016.  As of March 15, 2017, Ms. [redacted]’s account reflects a credit balance in the amount of $91.16.  Ms. [redacted]’s billing cycle will close on April 2, 2017 and the next payment will be received via AutoPay on April 21, 2017. T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]   Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response

July 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] experienced with our Apple iPhone JUMP On Demand! (“JOD”) promotional offer. From September 25, 2015 until October 6, 2015 customers could lease the Apple iPhone 6s for as low as $5.00 per month on JOD with a qualified device trade-in.
On October 3, 2015, Mr. [redacted] initiated a lease on our JOD program for five Apple iPhone 6s handsets. On October 7, 2015, Mr. [redacted] was approved to receive one part of the Apple iPhone 6s JOD promotional offer which included a monthly bill credit of $7.00 per Apple iPhone 6s JOD lease. As such, Mr. [redacted] received a monthly credit of $7.00 per month per line as part of the promotional offer.
Unfortunately Mr. [redacted]’s second part of his promotional offer was not immediately applied to make his monthly lease charges as low as $5.00 per month depending on the applicable trade-in. However on December 1, 2015, Mr. [redacted]’s account was credited $661.00 which was applied to his account balance and represented the trade-in credits in one lump sum for three of his five JOD leases. Furthermore on February 19, 2016, T-Mobile applied an additional credit of $360.00 which was applied to Mr. [redacted]’s account balance and represented the remaining credit balance owed for the two JOD leases that were initially adjusted. We do apologize that Mr. [redacted] did not receive his monthly bill credits as part of the JOD promotional offer; however it is T-Mobile’s position that Mr. [redacted]’s account has been credited in full according to the 2015 promotional offer.
Unfortunately, Mr. [redacted]’s account was canceled on November 9, 2016, for non-payment. At the time of cancelation, Mr. [redacted]’s account had an outstanding balance of $2,799.11 which included his unpaid monthly recurring charges for seven lines of service, restore from suspension fees, monthly lease fees, coverage device non-return fees and applicable taxes. Please note, Mr. [redacted]’s large past due balance is comprised of several months going back to over a year prior to cancelation of unpaid services. Mr. [redacted] had remitted payments prior to cancelation, but never in the full amount.
Furthermore, as Mr. [redacted]’s account was canceled prior to fulfilling the lease agreement on his five Apple iPhone handsets, he was assessed the remaining lease balance and as well as the purchase option price on all five handsets. As such, Mr. [redacted]’s billing statement dated December 9, 2016, had an additional charge of $1,980.04 for his unfilled lease agreements. Mr. [redacted]’s final billing statement was in the amount of $4,779.15 originally due on January 2, 2017.
As Mr. [redacted]’s account remained unpaid, his account was referred to an outside collection agency. As Mr. [redacted]’s account was referred to an outside collection agency, he was assessed a collection fee of $432.32 effectively updating his outstanding balance to $5,211.47.
Please note, as Mr. [redacted]’s T-Mobile account was canceled for non-payment and not proactively he was not informed of the instructions to return his coverage equipment to avoid a non-return fee. However, the instructions are provided at the time of issuance.
Lastly, as Mr. [redacted] is well outside the return period for his Apple iPhone equipment which was leased in October 2015, T-Mobile would respectfully decline his request to return his equipment and remove the associated fees from his outstanding balance. Furthermore, should Mr. [redacted] wish to return the signal booster/coverage device to T-Mobile, he may contact Customer Care at 800-937-8997 to request for a return shipping label or myself at my can be reached number listed below. Upon return of our coverage device, T-Mobile will agree to remove the non-return fee of $306.34.
Mr. [redacted] may contact Diversified Consultants Inc. (“DCI”), the outside collection agency assigned to his account, to schedule payment. Mr. [redacted] may contact DCI at 877-550-1981.
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

November 8, 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 October 31, 2016, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] are one and the same. T-Mobile regrets any additional international usage concerns Ms. [redacted] has experienced. It is important to note that users traveling to a country outside of T-Mobile’s Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15.00 per megabyte (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see the current rates in countries to which they will be traveling. T-Mobile records confirm that between August 3, 2016 and November 2, 2016, Ms. [redacted] incurred $30.45 worth of international text messaging charges while roaming outside of Simple Global coverage. Should Ms. [redacted] need the details of these text messages such as time, date and the phone number, she may log onto www.T-Mobile.com. The billing statement issued November 3, 2016, reflected a balance of $163.01 due by November 23, 2016, and consisted of monthly access charges from November 3, 2016 through December 2, 2016, $35.45 in international calling, late fee and applicable tax. On November 7, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $101.40 for the above-mentioned international text messaging charges, international calling charges incurred on the November 3, 2016 billing statement, late fee and applicable tax. Ms. [redacted]’ account currently reflects a balance of $61.61 and consists of monthly access charges from November 3, 2016 through December 2, 2016. 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. William B[redacted] Executive Response

Complaint: [redacted]I brought the old device to official T mobile store and paid them to verify the condition and help me turn off the Find My iPhone function and erase the phone. We actually did turn it off. The local representative also took note about the condition of the phone.However, there were various reasons came up: wrong model, wrong color etc but I was able to verify. And now, the problem of "Find my iPhone" came up after all of those. The iPhone was already shipped away, only T mobile agents can access it. Unfortunately, one of the agents told me they couldn't verify Each T mobile agent and representative has different way to handle customer. I think one of the T mobile agents have been trying to give me a hard time. It has been a few times that the problem was solved, credit was about to be given and then it came up again. But unfortunately, T mobile doesn't know which agent has been trying to keep reversing the same problem with various reasons However, some T mobile representatives and agents are really good and helpful.Finally, thank you Maggie and Revdex.com for solving the problem. I really hope this problem is finally solved Thank you so much for time 
Sincerely,
[redacted]

June 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 June 4, 2016 regarding the above-referenced account. T-Mobile regrets losing Ms. [redacted] as a customer and any concerns she experienced with her final billing statement. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. The EIP offered at the time of Ms. [redacted] purchase was a payment option that allowed eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. All customers who chose to use this EIP option to pay for their equipment were required to enter into a financing agreement signed at the time of the purchase. It is important to 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 3606 on February 2, 2015, with the purchase of an Alcatel OneTouch Fierce 2 and an Apple iPhone 6 Plus 16GB for the line ending in [redacted] on February 12, 2015. T-Mobile records confirm that Ms. [redacted] canceled her account on February 14, 2016, when she ported her mobile numbers to another service provider. When the account was canceled, the remaining EIP balance of $443.13 was accelerated and posted to the final billing statement dated February 27, 2016. Please be advised that T-Mobile provided a twenty day return period for the equipment mentioned above. As the equipment was not returned with in the allotted return period the final EIP balance would not have been removed from the final billing statement. It is T-Mobile’s determination that Ms. [redacted] was charged in accordance with the EIP agreement and the remaining EIP balance is valid and owed. Ms. [redacted] billing cycle ran from the 28th of one month to the 27th 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 February 27, 2016. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $558.78 for the monthly recurring charges incurred from January 28, 2016, through February 27, 2016, and the final EIP balance of $443.13. Ms. [redacted] T-Mobile account remains cancelled with a zero balance. In addition T-Mobile has removed the account from third-party collections and instructed 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 Ms. [redacted]’ credit report to reflect the change. 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

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 will However correspond with them if the handset I have chosen is not satisfactory.
Sincerely,
[redacted]

December 28, 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 December 19, 2016, regarding the above-referenced account.  We are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
 
T-Mobile regrets hearing of Mr. [redacted]’s concerns with our recent and exciting 2016 Apple Black Friday offer.  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 visit to his local T-Mobile retail location.
 
The 2016 Apple Black Friday offer provided for a limited time, from November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or for free.
 
T-Mobile records confirm that at the time of the promotion Mr. [redacted] was subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text with 10GB of Data per line rate plan.  As Mr. [redacted]’s rate plan was not an Unlimited Data rate plan, Mr. [redacted]’s account was not eligible for the 2016 Apple Black Friday offer based on the eligibility requirements mentioned above.
 
On November 26, 2016, Mr. [redacted] purchased two iPhone 7 32GB devices and elected to finance them with our Equipment Installment Plan (“EIP”) program.  Mr. [redacted] was not required to pay a down payment and agreed to 24 monthly installments in the amount of $27.09 per device. 
 
Records further confirm that at the time of purchase, Mr. [redacted] traded-in an iPhone 5C and an iPhone 6 and received $27.00 and $100.00 in instant trade- in credits respectively. If eligible for the promotion; Mr. [redacted] would have been responsible for $350.00 for one iPhone 7 32GB device and $100.00 the second after trade-in and promotional bill credits.
 
As Mr. [redacted]’s rate plan was not eligible for the promotion, he received a message notification advising him of this and giving him the option to change his rate plan to an eligible rate plan. On December 9, 2016, Mr. [redacted] changed his rate plan to T-Mobile ONE, an eligible rate plan, effective on December 10, 2016.
 
On December 22, 2016, T-Mobile contacted Mr. [redacted] to discuss his concerns.  In an effort to amicably resolve this matter, T-Mobile offered to changed Mr. [redacted]’s rate plan to his original Simple Choice North America Unlimited Talk, Text with 10GB of Data per line rate plan effective January 10, 2016, and honor the 2016 Apple Black Friday offer.  Mr. [redacted] accepted T-Mobile’s offer as full resolution to his concerns.  As such, T-Mobile scheduled the rate plan change to take effect on January 10, 2016, and issued equipment credits in the amount of $449.99 for one iPhone 7 32GB device, leaving Mr. [redacted] responsible for only $100.00, and $272.99 for the second iPhone 7 32GB device, leaving Mr. [redacted] responsible for only $350.00 as stipulated in the 2016 Apple Black Friday offer.  T-Mobile regrets any inconvenience to Mr. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Maggie R[redacted]
Executive Response

January 3, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 31, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his JUMP! On Demand upgrade. T-Mobile records indicate on September 14, 2016, Mr. [redacted] completed a JUMP! On Demand upgrade and leased an Apple iPhone 7 Plus. As such, Mr. [redacted] was required to return his original leased device, an Apple iPhone 6s Plus. T-Mobile records indicate on October 13, 2016, Mr. [redacted]’s Apple iPhone 6s Plus was scanned into our Assurant return center. However, due to an inadvertent error, Mr. [redacted]’s returned Apple iPhone 6s Plus was not immediately removed from his account. We regret any inconvenience this delay may have caused Mr. [redacted]. In an effort to amicably resolve this matter, T-Mobile has closed Mr. [redacted]’s JUMP! On Demand lease for the Apple iPhone 6s Plus. Furthermore, T-Mobile has applied a credit in the amount of $77.52 which represents the two bill statements Mr. [redacted] was assessed the monthly lease fee for his returned Apple iPhone 6s Plus. Mr. [redacted] has a credit balance of $77.52 which will be applied to his next bill due on January 22, 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

October 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2017, regarding the above-referenced account.
T-Mobile regrets any confusion Mr. [redacted] has encountered regarding our switching cost reimbursement offer.
With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. T-Mobile may, at times, provide additional benefits to this offer that target customers of specific providers, however the same eligibility terms apply in such instances. Starting May 31, 2017, and for a limited time, [redacted] customers that port over to T-Mobile as part of Carrier Freedom can do so without trading in their device; this limited time offer is called #GetOutoftheRed! and, aside from not being required to perform a trade-in, the same eligibility requirements as all Carrier Freedom reimbursements must be met.
T-Mobile records confirm that, on March 23, 2014 the mobile numbers ending in 8275 and 8276 were ported to Mr. [redacted]’s then active account number 942740159. At that time, Mr. [redacted] submitted a request for Carrier Freedom reimbursement and provided a final billing statement from [redacted] Wireless which reflected two early termination fees $250.00 per line. This reimbursement request was honored as the eligibility requirements at that time were fully met. It is important to note that the terms of switching cost reimbursement state that there is a limit of one offer being honored per subscriber. Regretfully, Mr. [redacted] ported his mobile numbers to a different provider on October 25, 2014 canceling this account number.
On September 30, 2017, Mr. [redacted] activated account number [redacted] when he again ported both the 8275 and 8276 numbers from [redacted] Wireless back to T-Mobile. Because Mr. [redacted] had previously received switching cost reimbursement upon his first switch to T-Mobile, he is not eligible for additional reimbursements. Nevertheless, an effort to reach an amicable resolution, T-Mobile has applied a one-time credit of $500.00 to his T-Mobile account. Mr. [redacted] understands this is the only exception that will be made for this offer and if he chooses to leave T-Mobile, he will not be provided any compensation should he choose to return in the future. As of the date of this letter, Mr. [redacted]’s account reflects a credit balance of $380.00 which will be applied to future billing statements until it has been depleted.
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

July 13, 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 is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any billing concerns Ms. [redacted] experienced after the transfer of her father’s phone number. Our records indicate that on June 6, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung GS7 handset.
Records also confirm that on March 13, 2017, a Change of Responsibility (“COR”) was completed for 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 number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted]t 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. T-Mobile records confirm that when the COR was processed the above mentioned EIP did not transfer off of Ms. [redacted]t’s account.
In an effort to amicably resolve this matter T-Mobile has removed the EIP from Ms. [redacted]t’s account therefore she will no longer be billed monthly for this equipment. T-Mobile is pleased to report that Ms. [redacted]t has accepted this offer as resolution 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.
James H[redacted]
Executive Response