T-Mobile Usa Inc

Hi, 
I filed a complaint towards T-mobile : Complaint #[redacted]
It seems that they waived the fee as for now, just want to make sure they will not charge in the next months.
Thanks!

March 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 February 20, 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, we will make effort to address Mr. [redacted]’s concerns in this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced when purchasing his handset. T-Mobile records indicate Mr. [redacted] was enrolled in out Simple Choice North America Family Plan for $80.00 for two lines of service per month, and $10.00 per additional line of service per month. Additionally, our records indicate Mr. [redacted] was not enrolled in an unlimited data feature for his mobile numbers ending in [redacted], [redacted], or [redacted].
Further, on November 24, 2016, T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering when he completed three purchases through his account access portal at www.my.t-mobile.com, for the following mobile numbers with associated trade-in handsets;
• An Apple iPhone 7 for mobile number ending [redacted] for $649.99 with zero down, and $27.09 per month.
o Trade-in of an Apple iPhone 6 handset for an estimated $100.00.
• An Apple iPhone 7 for mobile number ending [redacted] for $649.99 with zero down, and $27.09 per month.
o Trade-in of an Apple iPhone 5 handset for an estimated $36.00.
• An Apple iPhone 7 for mobile number ending [redacted] for $649.99 with zero down, and $27.09 per month.
o Trade-in of a Samsung Galaxy S 6 handset for an estimated $118.00.
Please note that the estimated trade-in values were to be applied in the form of a bill credit upon receipt of the handsets in like-new condition.
From November 24, 2016, through November 27, 2016, T-Mobile was running a promotion where customers that purchased an iPhone 7 using our EIP offering, traded-in a qualifying handset, and were subscribed to an unlimited data feature or selected our T-Mobile ONE rate plan were eligible to receive the iPhone 7 handset at a discount cost after trade-in credit, and 24-monthly promotional credits. As Mr. [redacted]’s mobile numbers ending [redacted], [redacted], or [redacted] were not enrolled in an unlimited date feature, and the T-Mobile ONE rate plan was not selected, Mr. [redacted]’s purchase was not eligible for the promotional offer.
T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted]; therefore, he may contact me at the number below to provide additional information that will allow us to further investigate this matter. 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.
Ronnie A[redacted] Executive Response

May 9, 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 26, 2017, 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 concerns Ms. [redacted] has experienced regarding international usage charges. With the T-Mobile ONE or Simple Choice North America plan, you can call and text to and from the U.S., Mexico, and Canada as much as you want, and use your high speed data like you do at home, at no extra charge. Records confirm that, on April 24, 2017, in an effort to resolve the matter, T-Mobile Customer Care applied a credit in the amount of $325.00 toward Ms. [redacted]’ account for the recently assessed international charges from the billing statement dated April 10, 2017.
Additionally, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile handset. On August 2, 2015, Ms. [redacted] purchased an iPhone 6 handset through our Equipment Installment Plan ("EIP") program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $27.08. 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 JUMP! 2 feature. As such, Ms. [redacted] is eligible to receive an advanced replacement of their 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, 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. Records confirm that Ms. [redacted] completed warranty exchanges for this device on December 7, 2016, and March 15, 2017.
However, in an effort to amicably resolve the matter, T-Mobile is offering to send Ms. [redacted] a refurbished iPhone 6 handset from the corporate office provided that she returns her non-working device to T-Mobile within 30 days from the date of delivery for the replacement device. If Ms. [redacted] would like to take advantage of this offer then she may contact me at the number provided below within 30 days from the date of this letter.
Furthermore, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. According to our records, Ms. [redacted] is subscribed to the T-Mobile ONE rate plan which provides unlimited talk, text, and high-speed data starting at $110.00 per month for two lines of service and $45.00 per month for each additional line of service. Additionally, Ms. [redacted]’ line ending in [redacted] is subscribed to the T-Mobile ONE Wearable rate plan for $20.00 per month. Each of Ms. [redacted]’ lines are subscribed to monthly device protection including insurance and extended warranty for $12.00 per voice line and $9.00 for the wearable line ending in [redacted].
Please be advised that Ms. [redacted] took advantage of our EIP offerings with the following devices:
• On August 30, 2015, Ms. [redacted] purchased a screen protector and a protective case through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $3.55.
• On April 23, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 handset through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $27.92.
• On May 11, 2016, Ms. [redacted] purchased a Samsung Gear S2 wearable device through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $15.00.
• On February 13, 2017, Ms. [redacted] purchased an iPhone 7 Plus handset, a protective case, and a screen protector through our EIP program wherein she was required to remit a down payment in the amount of $49.99, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $34.17.
• On April 7, 2017, Ms. [redacted] purchased a pair of Beats headphones through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $6.25.
Based on Ms. [redacted]’ selected rate plan, features, and device plan installments, her monthly estimated bill is $333.95 including applicable taxes and fees.
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]’ contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

Hello, T-Mobile has reached out to me and has resolved this matter by issuing a month's credit, crediting the outstanding balance of the lost/stolen phone and is in the process of shipping out a new phone by this Friday. Sincerely, [redacted]

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his refund concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records confirm that on January 29, 2017, Mr. [redacted] cancelled his account when he ported his services to an alternate service provider. Upon review of Mr. [redacted]’s account, our records reflect that he was previously provided an in-home coverage solution device in an effort to enhance his coverage experience.
Please be advised that coverage solutions devices are provided to impacted customers such as Mr. [redacted] free of charge while their accounts remain active. Upon cancellation, the coverage solution device must be returned in good working condition in order to not be assessed a non-return fee.
T-Mobile records reflect that on February 28, 2017 a coverage solution non-return fee in the amount of $347.75 was assessed on Mr. [redacted]’s account and was later paid by Mr. [redacted] on March 20, 2017, then rendering a zero balance.
T-Mobile records reflect that on April 14, 2017, Mr. [redacted]’s account received a $347.75 credit for the return of his coverage solutions device. Please note that this adjustment rendered a credit balance of $347.75.
T-Mobile records reflect that on April 24, 2017, a credit balance refund of $347.75 was requested on Mr. [redacted]’s account. It should be noted that this refund was not coded as a payment refund, however was aimed to refund his credit balance. In situations like Mr, [redacted]’s, upon processing, the refund was approved via a prepaid debit card.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Upon further review of Mr. [redacted]’s account, our records reflect that on May 4, 2017, T-Mobile processed Mr. [redacted]’s prepaid debit card refund and updated his account balance to reflect a zero balance. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding the nature in which his refund was provided. Please be advised that Mr. [redacted]’s account remains closed with a zero balance.
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.
Jason A[redacted] Executive Response

April 28, 2016
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 Holder: [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 28, 2016 regarding the above-referenced account.  Please note that T-Mobile records show that [redacted] is the account holder of record and that [redacted] is not listed on the account.  However, we were able to speak with both Mr. [redacted] and Ms. [redacted] and are pleased to report that we have resolved the matter to their satisfaction.
T-Mobile is delighted that Ms. [redacted]’s mother and daughter chose T-Mobile as their wireless service provider and we welcome them to the Un-carrier family.  We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of the submission.  In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. 
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments.  The first payment is paid at the time of activation when a handset is traded-in.  At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account.  The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in.  That second payment is then remitted to the customer in the form of a prepaid bank card.  Our records reflect that when Ms. [redacted]’s mother and daughter activated their service they received a trade-in credit of $645.00 at the time of activation and, based on the amount owed to the prior carrier prepaid cards were issued on April 21, 2016, totaling $700.20 for the balance of the equipment installments charged by the prior carrier.
However, in an effort to amicably resolve the matter, on April 28, 2016, T-Mobile issued a refund of $645.00 or the equivalent of the trade in value received at activation to Ms. [redacted]’s checking account as a gesture of goodwill.  She should allow 1-3 business days to see the credit at her financial institution. 
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 when Ms. [redacted]’s mother and daughter activated service at our retail location.
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.
David T[redacted]
Executive Response

Complaint: [redacted]
Date Sent: 4/11/2017 12:00:00 AMComplaint: [redacted] This is regarding the case number below I received a phone call from [redacted] from the presidents office 2 days ago I left a message for him 2 call me st 2 different times yesterday he didn't call back. I called 2 additional times today no response. His weekend is Friday and Saturday my bill is currently 455.00 because it is so high I pay a little at a time please advise what I should do  [redacted]Sent from my iPhone

February 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 January 27, 2017, regarding the above-referenced account.  Please be advised that T-Mobile made several attempts to contact Ms. [redacted] that have proven unsuccessful.  At this time, T-Mobile will respond to both you and Ms. [redacted] with this letter.  T-Mobile records confirm that Ms. [redacted] has been designated as an authorized user on the account by Ms. [redacted].
 
T-Mobile regrets that Ms. [redacted] has concerns with the replacement Samsung Galaxy Note 4 handsets.  Please be advised that the handsets we provide with our Handset Exchange Program are provided by the equipment manufacturer and they should have passed a multiple point quality check prior to be sent to a customer. 
 
T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note 4 handset on March 28, 2015 for use with the mobile number ending in [redacted].  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 on the mobile number ending in [redacted] as she subscribes to the optional JUMP! 2.0 with Premium Handset Protection (“PHP”).  During the limited warranty period, Ms. [redacted] is eligible to receive an advanced replacement of the 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, 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.  The Service Warranty Fee is $20.00 per handset replacement; or $5.00 per handset replacement if a mobile number subscribes to a PHP feature.
 
T-Mobile records show that we’ve issued credits to Ms. [redacted]’ account in the amount of $50.57 due to the handset concerns that Ms. [redacted] discussed with Customer Care.  T-Mobile does not offer, nor can we guarantee, that the replacement handsets from our Handset Exchange Program will be new.  T-Mobile records do not indicate that T-Mobile offered a new handset replacement to Ms. [redacted].
 
However, as a gesture of goodwill and in an effort to amicably resolve this matter for Ms. [redacted], on February 8, 2017, T-Mobile shipped a new Samsung Galaxy Note 5 handset to Ms. [redacted]’ address that she provided in the correspondence to your office.  T-Mobile did not charge the account for the new handset upgrade and it’s being shipped via UPS ground shipping. Ms. [redacted] should allow up to seven business days for delivery. 
 
T-Mobile appreciates Ms. [redacted]’ business and we regret any inconvenience that she 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

January 14, 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 31, 2015, from Ms. [redacted] regarding the above-referenced account. T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom program reimburses consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to ten lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Our records confirm that Mr. [redacted] activated his account on September 2, 2015, with three lines of service ported from another provider. Mr. [redacted] selected our Simple Choice North America Unlimited Talk, Text and Data family rate plan at $80.00 monthly for the first two lines of service, and $10.00 monthly for each additional line of service. This rate plan includes unlimited voice minutes, text messages and data, with up to 2 gigabytes (“GB”) of high speed data in the United States, Canada, and Mexico. All three of Mr. [redacted]’ lines of service are also subscribed to handset protection at $8.00 monthly per line of service. Mr. [redacted]’ monthly access charges are $114.00 before applicable taxes. At the time of Mr. [redacted]’ activation, he participated in our Amped JUMP! On Demand lease program. This lease program allowed Mr. [redacted] to lease two Apple iPhone 6 Plus handsets and an Apple iPhone 6 handset at a reduced monthly payment, upon the trade in of his handsets from his previous provider. A trade-in credit of $258.00 was applied to Mr. [redacted]’ account on November 16, 2015. It is important to note that at the time of Mr. [redacted]’ activation, the Carrier Freedom program could not be combined with the Amped JUMP! On Demand program. T-Mobile records confirm that Mr. [redacted] submitted documents for early termination fee reimbursement on September 27, 2015. Regrettably, the documents submitted did not include the required information, and as such, a reimbursement was declined. Mr. [redacted] resubmitted documents on November 17, 2015. As handsets were traded in for the Amped JUMP! On Demand lease program for two of Mr. [redacted]’ lines of service, only one line qualified for a reimbursement. As such, on November 20, 2015, a reimbursement in the amount of $133.18 was sent to Mr. [redacted] via U.S. Mail. T-Mobile has reviewed the itemized final billing statement from Mr. [redacted]’ previous provider, and confirmed that there are qualifying charges in the amount of $439.18. In an effort to amicably resolve Ms. [redacted]’ concerns, on January 13, 2016, T-Mobile issued a credit to Mr. [redacted]’ account in the amount of $306.00, for the qualified charges minus the previously issued reimbursement of $133.18. Additionally, Mr. [redacted] will continue to receive the Amped JUMP! On Demand monthly discount on the leased handsets. Mr. [redacted]’ account remains active with a credit balance of $465.94. T-Mobile regrets any inconvenience Mr. or Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Revdex.com:I did send an update to this complaint, yesterday 8-17-16, right after I got done speaking with Ms. Guadalupe C[redacted] from T-Mobile. In that response, I indicated that I was rendered speechless by the extraordinary customer service I experienced by Lupe'. Please do not misunderstand my verbiage with regard to the outcome of this unfortunate situation...it is NOT because Lupe' went the extra mile & provided me with a phone...it is because of HER incredible customer service skills - her ability to empathize - her attitude and how she treats customers. I am a customer service manager for a large company and it takes A LOT to impress me, as far as customer service skills are concerned. I can safely say that T-Mobile is lucky to have someone of Ms. C[redacted]'s caliber, representing them.
Complaint closed and I am a T-Mobile customer FOR LIFE...!!
Sincerely, [redacted]

November 4, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated October 30, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding the collections received to the above mentioned account. Our records confirm that the mobile number ending in [redacted] was activated on November 13, 2011, as a Mobile Internet line. The account was subscribed to the Value 5GB MI rate plan at the cost of $39.99 per month. As the rate plan was promotional there was a contractual agreement required for a period of 24-months, meaning that should Ms. [redacted] cancel her service prior to November 13, 2013, she would incur an up to $200.00 early termination fee per line. T-Mobile records confirm that the billing address on the account was set to [redacted] Long Beach California 90804; however, on April 2, 2013, T-Mobile received a request to update it to [redacted]. Further records confirm that on September 25, 2013, Ms. [redacted]’s account was canceled for non-payment. Ms. [redacted] received a final billing statement totaling $347.49, which included the monthly recurring charges, early termination fee, taxes, and fees billed from May 25, 2013 through October 24, 2013. T-Mobile attempted to collect the balance via text messages and automated phone calls. As our attempts were unsuccessful, on November 28, 2013, T-Mobile referred Ms. [redacted]’s account to an outside collection agency, [redacted]. On August 2, 2014, the account was transferred to AmSher, and on August 12, 2015 the account was transferred to I.C. System, Inc., which is the agency currently assigned to Ms. [redacted]’s account. In cases where the account holder of record claims they did not activate the account, T-Mobile requires that party to complete a Collection Dispute Form. T-Mobile sent Ms. [redacted] the Collection Dispute Form to complete and return with a photocopy of her driver’s license or other government-issued photo identification and a police report naming the responsible party. This may be sent to my attention at the address listed below or faxed to [redacted] Upon receipt, T-Mobile will review this matter further and apprise Ms. [redacted] of our findings. 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

October 26, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2015, regarding the above-referenced account. Please be advised that upon verification, Ms. [redacted] is an authorized user under the [redacted] account. T-Mobile regrets any concerns to Ms. [redacted] regarding her handset return. T-Mobile records confirm that on September 8, 2015, T-Mobile sent Ms. [redacted] instructions on returning her handset to ECR office. As previously stated in our correspondence, dated September 3, 2015, T-Mobile offered Ms. [redacted] to return her Samsung Galaxy Light in exchange for a credit of the remaining Equipment Installment balance and final prorated monthly access charges. T-Mobile had not received notice that the handset was received. Upon further research, T-Mobile located the Samsung Galaxy Light Brown delivered on September 25, 2015. On October 26, 2015, T-Mobile applied a courtesy credit of $352.97 to the above-referenced account bringing the account to a zero balance and remains canceled. 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 relating to Ms. [redacted] account. Please note it may take up to 90 days for the credit report to be updated. 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

November 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 17, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his handset upgrades. Our records indicate Mr. [redacted] was subscribed to our JUMP! 2.0 feature on mobile numbers ending [redacted] and [redacted] when he placed orders for new handsets on September 9, 2016 for the same mobile numbers. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. At the time of Mr. [redacted]’s upgrade order, he had two handsets active on EIPs; an Apple iPhone 6s 16 GB with a remaining balance of $216.64 and a Samsung Galaxy Note 4 with a remaining balance of $87.48. After receipt of the of trade-in handsets in good/ working condition, T-Mobile issued a credit in the amount of $216.64 towards the remaining balance and closed the associated EIP for the iPhone 6. Additionally, T-Mobile issued a credit in the amount of $145.80 towards the remaining balance and closed the associated EIP for the Note 4 handset. Please be advised that the additional credit in the amount of $58.32 was issued as a credit towards Mr. [redacted]’s account. As of the date of this correspondence, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience MR. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ronnie A[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 I have a few corrections/questions to make to their response: The T-Mobile Signal Booster was not mailed to me as stated; it was given to me at the T-Mobile store when I signed up. T-Mobile signed for the Signal Booster on December 16, 2016 at 10:18am (I have the UPS tracking info). T-Mobile responded: “Upon receipt of Ms. [redacted] correspondence from your office, T-Mobile confirmed receipt of the Signal Booster on January 9, 2017”. If T-Mobile confirmed receipt of the Signal Booster on January 9, 2017 as stated, then why was money taken from my bank account on Jan. 21st for a “non-return” payment!? Also, I did not file the complaint with Revdex.com until 1/30/17. Thank you for your help in resolving this matter,
Sincerely,
[redacted]

T-Mobile USA, Inc. P.O. Box 37380 Albuquerque, NM 87176 May 5, 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 23, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter Mr. [redacted]’s satisfaction. T-Mobile regrets that Mr. [redacted] had concerns with our 2016 September iPhone 7 Trade-Up offer. On October 26, 2016, trade-in credits in the amount of $165.00 and $195.00 were issued to the account for Mr. [redacted]’s two Apple iPhone 6 trade-in handsets. On March 10, 2017, another trade-in credit in the amount of $118.00 was issued to the account and finally on May 2, 2017, the final trade-in credits in the amount of $944.98 were issued to Mr. [redacted]’s account for the 2016 September iPhone 7 Trade-Up offer. Mr. [redacted] has now received a total of $1,422.98 in trade-in credits for our 2016 September iPhone 7 Trade-Up offer, which is $123.00 more than the original offer of $649.99 per handset. When we received your correspondence, T-Mobile investigated this matter and we confirmed that Mr. [redacted]’s trade-in handsets were received although he was not receiving the monthly trade-in credits due to an inadvertent error. As of May 5, 2017, Mr. [redacted]’s account reflects a credit balance in the amount of $944.98. On May 5, 2017, T-Mobile closed the Equipment Installment Plans ("EIP") for Mr. [redacted]’s two new Apple iPhone 7 handsets, which had a remaining balance of $913.27 and this balance will be charged to the billing statement that will be dated June 4, 2017. Please note that Mr. [redacted]’s billing period closed on May 4, 2017 and the final EIP balances will not be charged on the May 4, 2017 billing statement. T-Mobile suggested that Mr. [redacted] make a one-time payment for the new charges on the May 4, 2017 billing statement so that the current credit balance can be applied to his June 4, 2017 billing statement as that billing statement will have the final EIP balances for the new Apple iPhone 7 handsets, we regret any confusion that this may cause. It is important to note that Mr. [redacted] will be charged the normal monthly installments for the two Apple iPhone 7 handsets on the May 4, 2017 billing statement. T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced. Revdex.com May 5, 2017 Page 2 of 2 T-Mobile USA, Inc. P.O. Box 37380 Albuquerque, NM 87176 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

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. If there are any issues on my next bill, I will resubmit the complaint.Sincerely, [redacted]

Complaint: [redacted]
 
Greetings,
I have not responded to closing the case yet because I have not received the final bill from T-Mobile in the mail yet.  Until I have proof in writing that the bill amount is correct I prefer to leave this case open.  I fully expect it to be resolved just as the T-Mobile rep that contacted me promised it would be.  Thanks to the Revdex.com she contacted me quickly and I believe has handled it fairly and to my satisfaction.  I just want the proof in the form of the final bill with the correct amount before I am willing to sign off as the officially resolving the matter.  As soon as I get that bill I will contact the Revdex.com immediately.
Thank you for being such a powerful advocate,
[redacted]

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have regarding his recent handset purchase. T-Mobile records indicate on March 10, 2017, Mr. [redacted] purchased a ZTE Z320 Cymbal handset for $66.77 which included applicable taxes. At the time of Mr. [redacted]’s purchase, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange.
After speaking with Mr. [redacted] on April 14, 2017, as a courtesy, T-Mobile agreed to accept the return of the Z320 handset outside of the 14-day return period, for a full refund. Additionally, Mr. [redacted] purchased an LG Aristo handset at this time. Upon T-Mobile’s receipt of the Z320 handset in like-new condition before May 18, 2017, to the address provided to Mr. [redacted], T-Mobile will issue a credit in the amount of $66.77 in the form of a bill credit toward the cost of the purchased LG Aristo handset. 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.
Ronnie A[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, only because I cannot do anything about taxes, however I know that taxes do not go up every month and I will find another carrier, so that my payments will be the same every month. Sincerely, [redacted]

February 16, 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 4, 2017, 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 concern within this letter.
T-Mobile regrets any concern to Ms. [redacted] in regards to her participation in T-Mobile’s Carrier Freedom offer. In early 2014, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. With Carrier Freedom, consumers can get reimbursed for their current carrier's early termination fees or device payment plan remaining balances (“cancellation costs”) as trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. Consumers can get up to $650.00 per line, based on the cancellation fees reflected on the previous carrier's final billing statement. Each line for which reimbursement is requested must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in, and a new T-Mobile device purchased for use on that mobile number.
In order to qualify for the reimbursement, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
It is important to note that Ms. [redacted] did port in her mobile number, traded in an Apple iPhone 6s, and purchased a T-Mobile handset which she has met all the Carrier Freedom requirements. Please note that at the time of activation on December 20, 2016 Ms. [redacted] traded in her [redacted] handsets and received a trade in credit in the amount of $185.00 which applied towards her upfront costs and a remaining credit of $99.34 was applied to her account. On January 25, 2017 T-Mobile received Ms. [redacted] Carrier Freedom reimbursement form and was approved for a refund of $139.94 for the difference due of her equipment after the deduction of her trade in credit of $185.00. T-Mobile has accurately honored Carrier Freedom for Ms. [redacted].
However, in an effort to amicably resolve this matter, on February 10, 2017 T-Mobile applied a courtesy credit in the amount of $185.00 to Ms. [redacted]’ account leaving a credit balance of $109.52. 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.
Oscar T[redacted]
Executive Response