T-Mobile Usa Inc

March 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 March 5, 2016, regarding the above-referenced account. Please note that [redacted] and [redacted] is the same person. T-Mobile regrets that Ms. [redacted] final billing statement is not what she expected and regrets any difficulties Ms. [redacted] experienced regarding coverage and the handling of her account. It is important to note that the final billing statement needed to generate prior to credits being applied to ensure the proper credit amount was applied to bring the account to zero balance. T-Mobile records indicate that Ms. [redacted] final billing statement dated February 20, 2016, had a balance of $49.24 which was adjusted as promised on February 23, 2016, by Customer Care. It is important to note that once a T-Mobile account is cancelled, all services associated with the account are also cancelled. This includes online account access as well as paperless billing, as these are services only eligible with active accounts. Therefore, Ms. [redacted] would not have access to her My T-Mobile.com online service after porting her mobile numbers to another carrier. T-Mobile spoke with Ms. [redacted] on March 1, 2016, and confirmed that the adjustments were properly applied and a refund of $95.53 had been processed at which time Ms. [redacted] requested the refund be cancelled. T-Mobile confirmed with Ms. [redacted] that her account remains cancelled with a zero balance and the refund of $95.53 has been cancelled per her request. Ms. [redacted] confirmed this was a satisfactory resolution to her concerns. 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. Luv V[redacted] Executive Response

November 17, 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 November 13, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the account.  We are pleased to report that upon speaking with we can confirm that his concerns have been resolved to his satisfaction.
 
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family.  We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission.  As Mr. [redacted] is aware, 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. 
 
Upon review of Mr. [redacted]’s submission, T-Mobile received two [redacted]’s billing statements. On December 26, 2015, we received a submission for mobile number ending [redacted]. This submission included two final charges for phones Mr. [redacted] traded in; the Note 3 with a final balance of $176.45 and an Apple iPhone 6 Plus with a final balance of $773.70. As both phones were listed under Mr. [redacted]’s mobile number ending [redacted] and with him accepting a promotional offer for bill credits towards his new lease agreement for a T-Mobile Apple iPhone 6S, Mr. [redacted] was declined for the Carrier Freedom Reimbursement.
 
On January 5, 2016, T-Mobile then received Mr. [redacted]’s second submission of his [redacted] bill for his mobile number [redacted]. On this statement it reflected a final balance of $108.74 for a Samsung Galaxy S4, which unfortunately was not traded in, therefore this submission was also denied. We apologize for the inconveniences this caused Mr. [redacted].
 
Although, it is T-Mobile’s position that Mr. [redacted] was appropriately denied for our Carrier Freedom reimbursement, as a courtesy and in an effort to amicably resolve his concerns, T-Mobile has offered to issue a refund in the amount of $703.45 in the form of a prepaid credit card to the address on the account in order to fulfill Mr. [redacted] Carrier Freedom submission. The $703.45 consists of the Note 3 reimbursement of $176.45 minus the $123.00 trade in value received at the time of activation, leaving $53.45 to be paid out, plus the $650.00 requested on the Apple iPhone 6 Plus. Please note that on November 17, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which they has accepted and considers this matter resolved to their satisfaction.
 
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.
 
Christina S[redacted]
Executive Response

September 23, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated September 16, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. On April 8, 2014, Ms. [redacted] provided reverification of her employment with a participant of our Advantage Program. T-Mobile offered corporate discounts to individuals who were active employee’s at large businesses that were included in our corporate agreement list. This Discount Program was referred to as a The T-Mobile Advantage Program. This now grandfathered program allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers were required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offered new customers a $25.00 Reward Card for each new device or tablet that was purchased. Upon review, Ms. [redacted]’s account would no longer receive the monthly discount. T-Mobile records indicate on October 18, 2015, Ms. [redacted] activated a mobile internet line ending [redacted] on the Match Your Data up to 5GB rate plan for $10.00 monthly. At this time, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab A tablet for $0.00 down and $13.34 per month for 24 months. At the time of Ms. [redacted]’s purchases, T-Mobile was offering a promotion that would allow participating customers to receive a Samsung Galaxy Tab A tablet at no cost as the account would receive 24 monthly account credits in the amount of $13.34. The requirements of this promotion were to activate a mobile internet line with 1GB of internet or higher, purchase a Samsung Galaxy Tab A tablet on EIP, and purchase a qualifying Samsung handset on EIP or JOD. As Ms. [redacted] also took advantage of T-Mobile’s JUMP! On Demand (“JOD”) lease option for the Samsung Galaxy S 6 handset for mobile number ending [redacted], she met all requirements of the promotion. Please note that T-Mobile provides a return period to all customers allowing them to use the service and equipment to see if it meets their needs. If Ms. [redacted] found that the equipment was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation. Ms. [redacted] would also have been able to return her device for a refund, less any restocking fee. If the account is canceled, any remaining Equipment Installment Plan charges will be accelerated and become due in full with the final billing statement. After speaking to Ms. [redacted] on September 19, 2016, Ms. [redacted] requested the mobile internet line ending [redacted] be cancelled. As a courtesy, T-Mobile offered to allow her to return her Samsung Galaxy Tab A tablet and have the remaining tablet balance removed from her account. An email has been sent to Ms. [redacted] with the return instructions. Please note that in order to take advantage of this offer, Ms. [redacted] must have the equipment post marked for return no later than October 23, 2016. As an additional courtesy, T-Mobile applied credits totaling $110.00 for the eleven months of the Match Your Data up to 5GB rate plan charges Ms. [redacted] had paid for the mobile internet line ending [redacted]. Ms. [redacted] accepted this offer. As of the date of this letter, Ms. [redacted]’s account reflects a credit balance of $123.34. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

April 18, 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 5, 2017, regarding the above-referenced file number.
T-Mobile regrets Ms. [redacted]’s concerns regarding the billing of her equipment. Upon speaking with Ms. [redacted], she confirmed her concerns are related to an account that she was formerly an end user on. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number and concern she provided. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, she may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Kimo C[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: Wow!  I am blown away by the response from T-mobile! I agreed to the FREE Samsung tablet only after talking for a long time with the representative and then her supervisor.  I repeated several times, "are you sure this is free?" I don't believe anything is free!!" They both promised me that t-mobile was offering this very rare special to their good customers.  I have no idea what the other items that I supposedly agreed to in the response above. Since t-mobile records their conversations for training purposes, I would like copies of them so that I can prove that I am being truthful. Shortly after I received the Samsung, I learned about the additional monthly charges.  I immediately contacted t-mobile for an explanation.  That is when this whole nightmare began. I returned the Samsung and sim card right away and every month since then I have to dispute the additional charges.All I am asking is that t-mobile quit charging me for the equipment and sim card that I returned.
Sincerely,
[redacted]

January 30, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 20, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted] was not satisfied with our previous response to your office. 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] recent contact with our Executive Response Team. On September 15, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Black device being used on his line ending in [redacted]. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On September 21, 2016, Mr. [redacted] started an EIP for an Apple iPhone 7 Rose Gold device being used on his line ending in [redacted]. At the time of purchase, T-Mobile was offering customers who trade in their fully paid off Apple iPhone, an Apple iPhone 7 for free or at a substantial discount. The offer is fulfilled by monthly promotional credits being applied to the Apple iPhone 7 device EIP’s to either discount the device or make it free. T-Mobile records indicate Mr. [redacted] EIP agreement for the Apple iPhone 7 Rose Gold device is being billed $27.09 per month and receiving a promotional monthly credit in the amount of 20.21 providing a discount to the device. Due to an inadvertent error, the promotional monthly credit is not applying to Mr. [redacted] Apple iPhone 7 Black device. T-Mobile regrets any confusion to Mr. [redacted] on this matter. T-Mobile records indicate on January 17, 2017, we closed Mr. [redacted] EIP for the Apple iPhone 7 Black device, and applied a credit of $649.99 to the accelerated EIP balance, reducing the balance to zero. Mr. [redacted] EIP for his Apple iPhone 7 Rose Gold device remains active and will continue to receive the promotional monthly credits. 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. Jennifer G[redacted] Executive Response

June 14, 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 5, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to his monthly billing statements and any unauthorized lines on his account. Mr. [redacted]’s March 23, 2016, billing statement reflected a balance of $588.99 which included a past due balance of $420.26 and current charges of $168.73. After tax adjustments of $20.60 the balance was reduced to $568.39. This balance remained unpaid and such the account was canceled for non-payment on April 4, 2016. If a customer has an open Equipment Installment Plan (“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. Accordingly Mr. [redacted]’s EIP charges were accelerated and applied to the April 24, 2016, billing which reflected a balance of $474.38. The following is a breakdown of the charges on the final billing statement: • $270.79 for Sony Xperia Z3 • $159.84 for LG V496 G Pad • $39.60 for Alcatel OneTouch Evolve 2 • $4.15 Late Payment Fee After adjustments, the balance of the April 24, 2016, billing statement was reduced to $389.70; when combined with the past due balance of $568.39, Mr. [redacted]’s total balance due was updated to $958.09. On April 24, 2016, we received a payment of $568.39 for the past due balance, reducing the balance to $389.70. After minor tax adjustment this amount was reduced to $385.58. The account was resumed from cancellation on April 24, 2016, at Mr. [redacted]’s request. The May 23, 2016, billing statement reflected a balance of $271.96 which was for pro-rated charges for the billing cycle of April 24, 2016 through May 22, 2016, as well as full monthly recurring charges for the upcoming billing cycle of May 23, 2016 through June 22, 2016, and EIP charges for the three devices. However, as the account was resumed from cancelation, the accelerated EIP charges were reversed and placed back into the previously accepted EIP agreement, updating the account to a credit balance of $113.62. Please be advised that Mr. [redacted]’s EIP will continue to be charged to his monthly billing statement. Applied to the unpaid balance of $385.58 the current balance due is now $271.96. However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter we offered to credit half of the above amount at $135.98. Mr. [redacted] accepted this offer and stated he was satisfied with our resolution. This reduced his current balance to $135.98 as of June 9, 2016. With regard to Mr. [redacted]’s additional line concerns, T-Mobile records confirm that a new line ending in 4529 was activated on May 27, 2016. This appears to be an inadvertent error as there is no usage on the line. When speaking to Mr. [redacted] on June 9, 2016, we offered to cancel the newly activated line, and credit any additional charges and correct his rate plan. Mr. [redacted] accepted this offer therefore we changed his plan back to the $50.00 Simple Choice North America Unlimited Talk, Text and Data, and a data plan of $45.00 Simple Choice Unlimited and 14GB HotSpot with unRadio. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

December 11, 2015
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 December 5, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] had a discrepancy with the international call usage charges that were billed from October 10, 2015 to November 9, 2015.  Mr. [redacted]’s billing statement dated November 9, 2015 reflects international call usage charges totaling $481.58 for 246 minutes in calls to Haiti from his mobile number ending in [redacted].  During the billing period from October 10, 2015 through November 9, 2015, Mr. [redacted]’s mobile number ending in [redacted] placed 246 minutes in international calls to Haiti that were billed at $1.99 per minute as he did not subscribe to a discounted international dialing feature during that billing period. 
T-Mobile reviewed Mr. [redacted]’s disputed international calls and we confirmed that there was only one international call where he attempted to use a calling card to place the international call and the international call was a one minute call.  T-Mobile confirmed that all other calls did not have an international calling card used prior to the call. 
In the event that a customer uses an international calling card to place an international call, they are asked to dial the international number that they wish to reach and if they hit the ‘send’ button a second time after entering the international number, this action will end the call with the international calling card provider and then route the international call over T-Mobile’s network and international call usage charges are considered valid in this case.  However; this instance only occurred for one call out of the 246 minutes that were used for international calls to Haiti.
It is T-Mobile’s position that the international call usage charges that totaled $500.51, with taxes, were validly assessed.
As a gesture of goodwill and in an effort to fully resolve this matter, T-Mobile offered to re-rate the international call usage from the November 9, 2015 billing statement to reflect the $15.00 International Stateside with Mobile feature.  There were 246 minutes in international calls to Haiti that we re-rated to the discounted dialing mobile number rate of $0.56 per minute, which would have been $137.76 plus taxes of $5.41 for a total of $143.17 plus $15.00 for the International Stateside with Mobile feature, for a total of $158.17.  Mr. [redacted] was charged $500.51 with taxes, which is a difference of $342.34.  On December 2, 2015, T-Mobile issued a credit in the amount of $100.00 to the account toward the international calls and on December 11, 2015 we offered a final credit in the amount of $242.34; as final resolution in this matter and Mr. [redacted] accepted this offer.  On December 11, 2015, T-Mobile issued a credit in the amount of $242.34 to the account, which leaves a revised balance due in the amount of $324.43 for monthly access charges, the revised international call usage charges and taxes and surcharges.  Mr. [redacted]’s payment was due by December 2, 2015 although in an effort to provide him with additional time to remit payment without the risk of service interruption and or reconnection fees, T-Mobile placed a courtesy hold on collection efforts through January 11, 2016.  If Mr. [redacted]’s account reflects a past due balance after January 11, 2016, normal collection efforts will be resumed.
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he 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

October 13, 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 8, 2016, regarding the above-referenced account. T-Mobile regrets any concern that Ms. [redacted] has experienced regarding her coverage. Pursuant to Ms. [redacted]’s request, T-Mobile has not contacted her regarding this matter. Accordingly, we will make every effort to address her concerns within this letter. Our records indicate that Ms. [redacted] activated service July 13, 2006, with three lines of service. T-Mobile does not show any coverage changes for the address listed on Ms. [redacted]’s account. We show that 4G/LTE connectivity is what is available in Ms. [redacted]’s area. Please be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching her device and is the reason Wi-Fi calling, if available, is suggested as a supplemental connection source. In an effort to address Ms. [redacted]’s concerns with coverage concerns T-Mobile provided sent a coverage device on April 28, 2016. This device was sent provide a better in home coverage experience. Our records indicate that Ms. [redacted] has not set up the coverage device which was provided to enhance her coverage experience. After review of Ms. [redacted]’s account our records indicate sufficient voice usage, as well as data usage on the account which suggests service is utilized. Ms. [redacted]’s average data usage over the last three billing cycles from June 27, 2016 through September 26, 2016 is about 16 gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,000. This is based on a combined total for all three lines on the account, month over month. As such, we request that Ms. [redacted] contact T-Mobile to request cancellation of service, so we may discuss cancellation process and final billing. Should Ms. [redacted] continue experiencing issues with her coverage, we ask that she contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issue. As such, we respectfully decline her request for credit. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced 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. Sharon B[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: I called Miss Diana J[redacted] many times leaving voicemails and I also wrote her to let her know that precisely it's the handset or SIM or number they're trying to reach that is unavailable ! Their stubbornness to accept the issue but continue to call on that out of use number seem to be done on purpose.
I also advise Miss J[redacted] that I had already paid my February bill before she claimed to have credited any kind of amount on it. Hence there is absolutely no credit from T Mobile on my account as it was already paid in full by myself for the month in dispute.
And last but not least Miss J[redacted] technical advices are the same that I went through with T-mobile online support previous to my complaint with the Revdex.com (as stated on Trouble ticket [redacted])
I am copying my email exchange with T mobile executive Diana J[redacted] here :
Feb 10 at 1:59 AM
 
Dear Diana 
as I wrote to the Revdex.com the handset registered with the number ending in [redacted] is not working properly, either due to a problem with the handset or with your network (or your local partners), or the SIM card, hence calling that number will most likely send you to a voicemail or a big void (I also sent you an email providing you with a local phone number so you could reach me at any given moment- you might have skipped it).
As you advertise your company as a service provider with uninterrupted service in a certain number of countries (including France) you should advertise also the fact that you don't guarantee the service.
I bought the handset in prevision to my trip (unfortunately due to a terminal illness ending in my mother's passing) to avoid any issue related with an outdated equipment.
I performed all the actions you recommend on my first contact with your Support team and none brought the connection to the service back into my phone.
This situation has been constant now for over 2 weeks and I am still loosing business due to the impossibility for me to carry a US phone and number around with me.
I appreciate that you gave me a credit for this month of usage (that for your information I had already paid on 01/30/16 ) I am not enjoying due to a problem related to either your handset, network or SIM card but in all cases YOUR company !
I would now appreciate a viable solution that brings some connectivity into my world.
I am 7 hours ahead of CST and you can contact me through + [redacted] so we can discuss a real solution not another advice on how to setup my phone in the same way your support service had me doing it over and over 2 weeks ago.
Regards
[redacted]
February 9, 2016
VIA EMAIL
[redacted]@yahoo.com
Dear Mr. [redacted],
T-Mobile is in receipt of your correspondence to the Revdex.com regarding your international coverage concerns.  I attempted to reach you on the mobile number ending in [redacted].  Unfortunately, the line went straight to a busy signal.  I also realized that it is very early in [redacted], and if you are still there, I did not want to wake you up.  I wanted to advise you that I have credited the balance on the account, $69.89, for the billing cycle charges that are due on February 17, 2016, bringing the account to a zero balance.  I have followed up with our engineering department as well.  They have advised that they were able to determine that your handset is provisioned correctly, and is not showing any errors connecting to the network.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas when roaming on other carrier’s networks.  They did recommend to power down your handset, check and verify if your device is on auto to register back on the carrier’s network and test your SIM card with a good known device to see if the same errors occur with it.  It could also be the carrier’s cell equipment, signal or congestion issues while on their network.  Please let me know if you need any instructions on how to set the handset to auto register and I can send you instructions. I appreciate your time and look forward to speaking with you.
Thank you,
[redacted]
Sr. Specialist
Executive Response
1-877-290-6323 ext. [redacted]
M-F, MST 8:30a.m.-5:00p.m.
Sincerely,[redacted]

Good afternoon,
This email is to notify you that the issue has been resolved with T-mobile thanks to Mr. Alex A[redacted]. He has been really nice and comprehensive regarding this matter. He has resolved and make up for any inconvenience and actually gone above and beyond to be able to...

assist me. At this point I will like for this complaint to be closed as I have no other issues and Mr. A[redacted] has been able to assist in a short time and no extra steps are needed.
I want to state that thanks to Mr. A[redacted] I will let all this behind and start fresh with T-Mobile as my carrier, and that I haven't had any more issues with T-Mobiles services.
Thanks,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me under one condition: the promise of an improved network is actually fulfilled within a reasonable time frame. I do ask that you keep your customers posted on the progress in a place where customers can easily access this information  (main website, Facebook, Twitter, etc...). And I also would like an assurance that your company will put an end to "data prioritization" once and for all, and instead, go back to the old ways of granting access on a first-come, first-served basis!Sincerely, [redacted]

May 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 April 24, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have regrettably proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the above-referenced account. Our records confirm that the account was activated on June 21, 2016, with two lines of service. The account was subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $100.00 plus tax for the two lines of service. The first billing statement was dated June 23, 2016, and was in the amount of $117.42 for monthly access charges and applicable taxes. The July 23, 2017 billing statement was in the amount of $117.48 for monthly access charges and applicable taxes, bringing the balance owed to $234.90. Due to the past-due balance, on July 24, 2016, T-Mobile suspended the account’s ability to place outbound calls.
The billing statement dated August 23, 2016 was in the amount of $117.29, which brought the balance owed to $352.19. As the account continued to reflect a past-due balance, the account services were fully suspended on August 24, 2016. The September 23, 2016 billing statement reflected a credit balance of $95.14, to prorate the monthly access charges due to the service interruption, reducing the balance owed to $257.05. As the account continued to reflect an outstanding balance, on September 23, 2016, T-Mobile cancelled the account due to nonpayment. The final billing statement was dated October 23, 2016, and was in the amount of $3.51 for a late payment fee, bringing the balance owed to $260.56.
As the account balance remained outstanding, on November 25, 2016, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. Our records confirm that on December 15, 2016, Mr. [redacted] contacted Customer Care regarding the account, and indicated that the account was activated without his authorization. Mr. [redacted] was requested to complete a dispute form and return it to our Fraud team. Due to an inadvertent clerical error, however, the dispute form was sent to an incorrect address.
However, our records confirm that Mr. [redacted] provided a completed dispute form to our Fraud team as of March 22, 2017. Upon receipt of this document, our Fraud team investigated Mr. [redacted]’s concerns. Our records confirm that the account was opened on June 21, 2016, due to an inadvertent error when Mr. [redacted] inquired about activating T-Mobile service. As such, on April 10, 2016, T-Mobile issued a credit to the account in the amount of $260.56. As such, the account remains closed with a zero balance. Additionally, 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 Mr. [redacted]’s credit report to reflect the change. 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.
Chris P[redacted]
Executive Response

August 4, 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 July 29, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets that Mr. [redacted] has experienced issues with the balance for the Carrier Freedom reimbursement that he received and with his attempts to receive a refund to the card.  The pre-paid reimbursement cards have a pre-loaded balance on them and the cards can be used at any merchant that accepts MasterCard; however, the cards are not designed to accept refunds and once a balance is transferred off a card, the card is unable to accept a refund if a merchant attempts transfer a refund back to the card.  In an effort to resolve this matter, on August 3, 2016, T-Mobile issued a credit in the amount of $324.99 to Mr. [redacted]’s account, which leaves a credit balance on the account in the amount of $379.82.  The reimbursement card in the amount of $324.99 was Mr. [redacted]’s reimbursement from our Carrier Freedom for his cost to switch to us.
 
T-Mobile records confirm that Mr. [redacted] traded-in three Samsung Galaxy S5 handsets at the time of activation that each received an $80.00 trade-in credit.  Mr. [redacted] would have paid $217.15 at the time of activation for equipment charges and taxes although the trade-in credits that he received for the Samsung Galaxy S5 handsets were applied to the cost he would have paid at the time of activation and the remaining trade-in value in the amount of $22.85 was issued as a credit to Mr. [redacted]’s account on April 17, 2016 at the time of activation. 
 
T-Mobile appreciates that Mr. [redacted] activated services with us and we regret any inconvenience that he 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

June 10, 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: SSBD Guard 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, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is SSBD Guard, and that they have designated Ms. [redacted] as an authorized user of the account. We are pleased to report that T-Mobile has resolved this matter to Ms. [redacted]’s satisfaction. We are sorry to hear that Ms. [redacted] had concerns with getting her old number back. Our records confirm that the mobile number in question ending in [redacted] was canceled on account number [redacted], on which Ms. [redacted] is an authorized user, due to non-payment on April 1, 2016. Please note that T-Mobile waits a 60 day period before reassigning mobile numbers after cancelation. As such, on May 31, 2016, mobile number ending in [redacted] was released to another customer. Nevertheless, in an effort to amicably resolve this matter, on June 7, 2016, T-Mobile contacted the new user of mobile number ending in [redacted], at which time that user agreed to release their number to Ms. [redacted] and elect for a new mobile number. The mobile number ending in [redacted] was successfully transferred to Ms. [redacted]’s account. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully requ[redacted] that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  I appreciate that Thania took the time to describe what my bill amounts are but she neglected to accept accountability for the numerous mis-charges that we have been billed for nor did she mention T-Mobile Kickbacks, which have been messed up on our bill for a few months.  I feel her response is not fully honest nor will it help others who read the reviews to understand what the issues are.  
Sincerely,
[redacted]

May 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 21, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] has encountered on her T-Mobile account. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets by making a down payment, if required, at the time of purchase and agreeing to pay the remaining balance in 24 installments. On October 14, 2014, Ms. [redacted] purchased an Apple iPhone 5S 16GB. Ms. [redacted] was not required to make a down payment; however, she agreed to 24 monthly installments in the total amount of 27.00. It is important to note that not all locations are able to directly accept trade-in devices. Some locations, like the one at which Ms. [redacted] processed her upgrade, required her to mail the device being traded-in to a return center. In this instance, the retail representative inspected the device and provided information as to the amount of the potential credit trade-in value of the device based upon its condition at the time of inspection. Ms. [redacted] was then presented with the terms and conditions of the trade-in and once Ms. [redacted] accepted the term the retail location then provided a mailing label and shipping envelope for the device. Customers are able to receive their upgrade device on EIP while the trade-in is being processed. Once received, it is again inspected and if found to be in acceptable condition, the agreed trade-in amount is added as a credit to the account. On September 19, 2015, Ms. [redacted] purchased an Apple iPhone 6S 64GB, she was required to make a down payment in the amount of $99.99 and agreed to 24 monthly installments in the total amount of $27.09 for the handsets. Ms. [redacted] elected to trade-in her the iPhone 5S 16GB for a trade-in credit of $125.00. On October 6, 2015, a trade-in credit of $125.00 was applied to Ms. [redacted]’s account. Please note the trade-in credit was not applied directly to the remaining EIP balance of $189.00 of the iPhone 5S 16GB. Ms. [redacted]’s account continued to be assed her monthly installment of $27.00 for the iPhone 5S 16GB and $27.09 for the iPhone 6S 64GB. On December 7, 2015, Ms. [redacted] was issued credits totaling $54.09 to her account. They were not applied to her EIP balance for the iPhone 5S which reflected a balance of $135.00 at that time. Ms. [redacted] continued to be assed her monthly installment of $27.00 for the iPhone 5S 16GB and $27.09 for the iPhone 6S 64GB. On April 13, 2016, T-Mobile closed Ms. [redacted]’s EIP balance of $54.00 for the iPhone 5S bring the EIP balance to zero. On April 25, 2016, T-Mobile spoke to Ms. [redacted] and applied a credit of $27.00 to her account, her account then reflected a balance of $84.48. T-Mobile confirmed with Ms. [redacted] that her open EIP for the iPhone 6S 64GB should not be closed since she did not make any additional payments toward the balance and that the remaining balance for the handset was $460.37. Ms. [redacted] was satisfied with the resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

December 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 9, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile records confirm that on August 15, 2015, Mr. [redacted] entered into a JUMP! On Demand (“JOD") lease for a Samsung Galaxy S6 handset wherein he agreed to make 18 monthly lease payments in the amount of $24.17 plus tax. At the end of the 18-month leasing period Mr. [redacted] was expected to either return the device, or to pay the purchase price option in order to fully own the device. It is important to note that JOD leases are not able to be transferred from one account to another. This is because unless the account holder exercises the purchase option; ultimate ownership interest in the equipment resides with T-Mobile, not with the account holder. A Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. T-Mobile investigated this matter and found that the COR for Mr. [redacted]’s mobile number ending in [redacted] was processed on October 24, 2016. As of that date, Mr. [redacted] was no longer financially responsible for any monthly recurring service charges associated with the mobile number ending in [redacted]. However, in keeping with the guidelines of the JOD lease program, monthly installments for the above-referenced JOD lease continued to appear on Mr. [redacted]’s monthly billing statement. It is T-Mobile’s position that Mr. [redacted]’s continuing financial responsibility for this lease was handled appropriately. Nevertheless, on December 13, 2016, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], T-Mobile agreed to close the remaining balance of Mr. [redacted]’s JOD lease and purchase price option for the mobile number ending in [redacted]. Additionally, at that time T-Mobile applied a credit in the amount of $51.72 toward Mr. [redacted]’s account for the JOD lease charges from the billing statements dated October 27, 2016, and November 27, 2016. This credit returns Mr. [redacted]’s account balance to $171.89 as valid and owed. With these actions, Mr. [redacted] confirmed the matter is resolved to his satisfaction and that he has no further concerns. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and I do not agree with it. First they are stating that I never informed them that the screen was broken (which I had). Also they are saying that declined the protection plan for the phone which I did not because when I received the phone back in June I told them to put that on the plan as well (which they did not). I was not informed that I would be charged $400 dollars for the phone. Also the letter writer addressed me as Ms. [redacted] at the beginning of one of the paragraphs. Now because of all of this I have to take time out of my day to go to the post office to try and find this phone that I sent back. If I didn't have time back in August to do so, what makes them think I have time now. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Ligia M[redacted] has a hard time understanding the fact that when I added 2 lines on June 10th that I was lied to by the representative.  She also says my bill should be approximately $425 but I am being billed over $500 and she refuses to correct it even though in a couple of emails she stated I'm bill should be $425.  I have requested to have this turned over to someone else and yet she refuses again.  When we go in to a T-Mobile store and the reps input things in the computer, that is beyond our control.  They tell us verbally what the price would be.  The bill comes in and it is a lot more than what was said in the store.  We don't find out about it until the bill comes in.  I was given no paperwork in the store but I assume that is the norm for T-Monile since I never got any paperwork like I did with other service providers. I'm also assuming that is because it is their way to scam customers.  I want this rectified immediately.  I will continue to fight it because T-Mobile lied to me and they should not get away with it.  Ligia M[redacted] was not in the store when the mini iPad and the sync up was added.  She does not know or care about the conversation between me, my son who was in the phone because he serves in the military and could not go but the iPad was for him) and the rep.   
Sincerely,
[redacted]