T-Mobile Usa Inc

August 18, 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 August 12, 2016, regarding the above-referenced account. T-Mobile regrets Ms. [redacted]’ concerns regarding her Apple iPhone 6S Plus handset. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of the device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee (“SWPF”), 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. T-Mobile confirms that as of August 17, 2016, a warranty exchange handset has been shipped to Ms. [redacted]. In an effort to resolve this matter amicably, T-Mobile has applied an account credit of $82.05, which includes the disputed SWPF and monthly recurring charges. The courtesy credit impacted Ms. [redacted]’ current account balance. The remaining account balance of $217.01 includes monthly recurring charges, Equipment Installment Plan charges, JUMP! On Demand lease payments and applicable taxes from the August 2, 2016, billing statement. 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. Pancho Q[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 
I agree that probably was EIP I paid, I misquoted as Early termination fee. However I would like to advice or give feedback on regards below 
 
1. I request T mobile that any customer should have the mobile unlocked automatically once he pays off his contract or eip or whatever that was required to close the account, instead of having a policy that the customer should manually request for unlock. otherwise, the customer should be notified regarding this manual request for unlock is required once he cancels the account.
2. If a customer is contacting the customer care and the executive is promising solution is two or three days, the customer executive should give the solution in the mentioned time, otherwise the executive MUST CALL BACK THE CUSTOMER TO MAKE HIM INFORMED on the status of the query.
If any of these two had happened, there was no need for me to contact the Revdex.com. I was not completely satisfied with this refund as I was not able to use this new phone for three months. But I  take this business response and can close this complaint. Appreciate Jason's effort to close this issue.
 
THanks Revdex.com. You are doing a wonderful job as an organization
 
 
 
Sincerely, [redacted]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that Mr. [redacted] is subscribed to our Premium Handset Protection (PHP) for $12.00 per month. PHP is a device protection program provided by T-Mobile on behalf of Assurant Solutions. PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions.
On October 23, 2016, Mr. [redacted] filed an insurance claim for his handset. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Our records do not indicate that the handset was returned to Assurant; and as such, Mr. [redacted] was charged a $503.99 non-return fee for the handset.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 25, 2017, T-Mobile applied a credit of $503.99 to Mr. [redacted]’s account for the non-return fee leaving his account with a balance of $127.31. 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.
Chris L[redacted] Executive Response

October 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 September 28, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to Ms. [redacted]’s concerns. T-Mobile records reflect that on August 6, 2016, an LTE Signal Booster was ordered for Ms. [redacted]’s in-home use in an effort to enhance her coverage experience. It should be noted that at that time a return was generated for Ms. [redacted]’s previous Coverage Solutions Device. It should be noted that on September 7, 2016, a Coverage Solutions Device non-return fee was assessed on Ms. [redacted]’s account totaling $309.23. Please be advised that Ms. [redacted] was assessed $289.00 as the non-return fee and $20.23 in applicable taxes. T-Mobile records confirm that Ms. [redacted]’s billing statement dated September 18, 2016, carried a total balance due of $693.88. Please be advised that $509.43 was considered past due, and included her non-return fee. Ms. [redacted] was assessed $184.45 in current statement charges for monthly access and applicable taxes and fees for service between August 19, 2016, and September 18, 2016. Ms. [redacted]’s past due amount was immediately due, and her current statement charges was due in full by October 11, 2016. Upon reviewing Ms. [redacted]’s return of her Coverage Solutions device, our records do not indicate that the serial number of the device has been scanned as received by our warehouse. However, in an effort to resolve this matter, on September 30, 2016, T-Mobile absolved Ms. [redacted] of the assessed non-return fee. Additionally, T-Mobile absolved Ms. [redacted] of her current statement charges. Please be advised that Ms. [redacted]’s account remains active with a zero balance. It should also be noted that T-Mobile is not a credit reporting entity. As such, Ms. [redacted]’s credit report will not be affected by the Coverage Solutions Device non-return fee. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I consent for the closure of this complaintagainst T-Mobile. I am hereby accepting the onetime credit of $100.00 proposed by T-Mobile. I wish the onetime credit of $100.00 to be set now on my account, since I had called the T-Mobile representative (at [redacted]) and left a voice message mentioning my agreement with the credit of $100.00.I appreciate very much the professionalism of the Revdex.com. Thanks for your assistance handling this case.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution good enough. Although I was frustrated with their response to the Revdex.com. They've intentionally left out the information that finds any fault with their company and then try to look like a good sport when they offer to help fix their own mess a solid month later. Please feel free to take the complaint down, as the less ties I have to T-Mobile the better. I've been very unimpressed with the lack of professionalism I have been shown. I'll use up the credit until it's gone and then we will part ways. Sincerely, [redacted]

November 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 21, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] has experienced during his recent call to our Customer Care. After speaking with Mr. [redacted] on November 22, 2016, we are pleased to advise that Mr. [redacted]’s concerns have been resolved. Mr. [redacted] was advised of self-help options, as well as other means to manage his account at times of high call volumes. As a courtesy, T-Mobile issued a credit in the amount of $40.00 toward his account. As of the date of this correspondence, Mr. [redacted]’s account reflects a balance of $223.27. 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. 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. I need to make sure that this account is clise and its showing zero balances and nothing went to showing on my credit regarding this. Sincerely, [redacted]

June 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], who has been designated as an authorized user by Mr. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding the Change of Responsibility (“COR”) process. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.
On March 1, 2017, Ms. [redacted] contacted T-Mobile to pay the Equipment Installment Plan balances owed on the devices on the mobile numbers ending in [redacted] and [redacted]. When the payments were made, they applied to the open balance on the account, causing the bill that generated on March 24, 2017, to reflect not only equipment balance charges, but also the monthly recurring charges on Mr. [redacted]’s account, causing the balance to be higher than expected.
T-Mobile records confirm that on April 3, 2017, the mobile numbers ending in [redacted] and [redacted] were successfully moved to the new customer’s account.
On June 8, 2017, T-Mobile contacted Ms. [redacted], and in an effort to amicably resolve the matter issued a one-time bill credit in the amount of $499.54 to Mr. [redacted]’s account, leaving it with active with a zero balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved, and she has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

September 10, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 2, 2015, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has designated [redacted] as an authorized user of the 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 understands the importance of having a working handset and we regret any concerns that Ms. [redacted] has experienced with her handset.  We further regret any inconvenience Ms. [redacted] encountered when discussing her handset issues with our Sales representatives.  We make every effort to provide a world-class customer service experience with every interaction.
 
On May 31, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Avant handset.  EIP is a payment option that allows eligible customers to purchase handsets by agreeing to pay the equipment balance in 24 installments.
 
By purchasing the Samsung Galaxy Avant, Ms. [redacted] received a one-year Limited Warranty provided by Samsung, the manufacturer of her device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Our records confirm that Ms. [redacted] has not completed a handset exchange. 
 
Regarding Ms. [redacted]’s concerns about the SIM card change, T-Mobile has no record of any change to Ms. [redacted]’s SIM card and we request that she contact our Customer Care at [redacted] so we can effectively evaluate and troubleshoot her handset and text messaging 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ruben A[redacted]
Executive Response

Tell us why here...
June 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 9, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. **, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. **’s concerns within this letter.
T-Mobile records confirm Ms. ** completed a Change of Responsibility (“COR”) on January 25, 2016, for four of her five mobile numbers on her T-Mobile account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbers. However, T-Mobile has no record of a cancellation being requested for the final mobile number. Therefore, Ms. **’s account remained active with one line of service.
As the line of service remained active and Ms. ** was subscribed to our AutoPay service, T-Mobile drafted the monthly charges assessed through the date of cancellation. AutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment supplied by the customer.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). The first notice that T-Mobile received regarding a dispute of this service and associated charges for equipment was on July 7, 2016. As this was beyond the dispute period, it is T-Mobile’s position Ms. ** remains responsible for all charges billed to the account.
Upon review, our records reflect that on August 22, 2016, Ms. ** contacted Customer Care at which time her account was cancelled pursuant to her request. Additionally, it is important to note that T-Mobile provided credits totaling $319.38 resulting in Ms. **’s account to reflect closed with a zero balance.
However, in an effort to amicably resolve this matter, T-Mobile has offered to issue a $500.00 refund to Ms. **. Ms. ** may accept this offer by contacting me directly at the number below within 20 days of the date of this letter.
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. **’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[redacted] Executive Response

May 26, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 May 20, 2015, regarding the above-referenced account.  T-Mobile is please to advise that Ms. [redacted]’ concerns have been resolved to her satisfaction.  T-Mobile record confirm that on March 16, 2015 the mobile numbers ending in [redacted] were moved from Ms. [redacted]’ account to another T-Mobile account after completion of a Change of Responsibility (COR).   A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer which she did and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.  In addition, upon completing the COR, Ms. [redacted] was advised that she was to receive a refund for a credit balance on the above-referenced account totaling $262.80.  Please be advised that due to an inadvertent error, the refund was delayed in processing.   In an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile has sent Ms. [redacted] a paper check refund in the amount of $262.80 to the address Ms. [redacted] provided in her correspondence to your office.  Ms. [redacted] should expect to receive the refund in the next seven to ten business days.  T-Mobile regrets any inconvenience caused to Ms. [redacted] and any delays in receiving the refund.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [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 8, 2017, regarding the above-referenced account.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding his account. T-Mobile records confirm that on March 5, 2017, Mr. [redacted] activated a voice number ending in [redacted] and a Mobile Internet SyncUP line ending in [redacted]. Please note Mr. [redacted] was enrolled in our Free Add-A-Line promotion on his SyncUP line ending in [redacted]. Additionally, please be advised the SyncUP line ending in [redacted] was later cancelled on March 10, 2017.
At the time of the activation, Mr. [redacted] changed from the $100.00 Simple Choice Unlimited Family Talk, Text, Plus Data 4 line rate plan to our $180.00 T-Mobile ONE rate plan. Please be advised, although Mr. [redacted] activated his new lines on March 5, 2017, the rate plan was backdated to February 11, 2017. T-Mobile regrets if this was not explained to Mr. [redacted] upon changing his rate plan.
Additionally, on March 6, 2017, Mr. [redacted] purchased a ZTE SyncUP Drive using T-Mobile’s Equipment Installment Plan (“EIP”) offering. Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments of $5.00 for this device. T-Mobile has no record of Mr. [redacted] returning this device
In an effort to amicably resolve this matter, on April 17, 2017, T-Mobile applied a credit in the amount of $200.00 to the account. This credit represents the price difference between the two rate plans and the prorated charges incurred for the tablet line that Mr. [redacted] was charged on the billing statement dated March 14, 2017, as well as additional credit as a courtesy. Mr. [redacted]’ account now reflects a credit balance in the amount of $200.00.
Furthermore, T-Mobile has requested that Mr. [redacted] begin receiving the free add a line on his voice line ending in [redacted] moving forward. Please note it may take up to two billing cycles for this to appear. Lastly, although T-Mobile has no record of the return, T-Mobile has closed Mr. [redacted]’ remaining EIP balance owed for his ZTE SyncUP device. Moving forward Mr. [redacted] will not be charged for the device.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am especially grateful to Ms. Sharon B[redacted] for her patience and diligence in bringing this case to a satisfactory resolution. Sincerely, [redacted]

August 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 20, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account.  T-Mobile records confirm that on August 6, 2017, the mobile number ending in [redacted] was canceled when it was transferred to another service provider.  The arrangement to transfer the line of service was made directly with the new wireless service provider and not with T-Mobile.  It should be noted that the correct and accurate required details were provided in the request to transfer the mobile number. The requestor was able to provide the account number, the last four digits of the account holder’s social security number, and the number to be ported out along with any additional information requested by [redacted].  Based on this valid information, T-Mobile approved the release of the mobile number ending in [redacted]. It is T-Mobile’s position that this is a domestic issue and should be resolved between Mr. [redacted] and his ex-girlfriend.    T-Mobile understands that Mr. [redacted] would like his mobile number transferred back into his name, since he did not authorize this transfer.  As such, based on our prior experience with [redacted] in these matters, T-Mobile recommends that Mr. [redacted] file a police report for identity fraud naming his ex-girlfriend as the perpetrator so that we may provide it to the new provider in an attempt to have the number transferred back to him. In an effort to amicably resolve this matter, Mr. [redacted] may contact me at the number provided or Customer Care at 611 from his handset to assist him with a new rate plan change.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

Dear Revdex.com,
 
I just wanted to let you know that despite my disagreement about external physical damage of the screen, full refund of $300 plus tax amount satisfied me and I am planing to re-activate my account in next 10 days.
 
I am very sorry for the delay in response and feel that it will be unfair if status of my complain on Revdex.com site will have "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied" status.
 
Would you please to change status of my complain to "satisfied".
 
Best regards,
[redacted]

April 25, 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 15, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his Samsung devices. 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 representatives.
On May 8, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 Edge device and a Samsung Tab A tablet on our Equipment Installment Plan (“EIP”). T-Mobile offers our Handset Exchange program for customers who have completed all necessary troubleshooting steps and still require a device exchange. When a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbished. T-Mobile records indicate that starting on September 8, 2016, three exchanges have been processed for Mr. [redacted]’s Samsung Tab A tablet. On January 12, 2017, a handset exchange was processed for Mr. [redacted]’s Samsung Galaxy S7 Edge device.
Upon speaking with Mr. [redacted] on April 18, 2017, T-Mobile advised our exchange program will send a refurbished device, and in order for Mr. [redacted] to receive a new replacement device, a new device purchase must be completed. However, in an effort to amicably resolve this matter, T-Mobile ended the remaining balance for the Samsung Galaxy S7 Edge device and Mr. [redacted] will no longer be billed the monthly equipment charges.
Additionally, T-Mobile sent Mr. [redacted] a new Samsung Tab E tablet as the Samsung Tab A tablet is no longer available. Mr. [redacted] will return the Samsung Tab A device to the address provided to him as agreed. Finally, T-Mobile issued an adjustment in the amount of $70.00 for the inconvenience. This credit impacted the account leaving a credit balance in the amount of $70.00 which will apply to future billing statements. 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

From: [redacted] [mailto:[redacted].[redacted]@[redacted] Sent: Wednesday, May 18, 2016 10:18 AMTo: [email protected]: ID# [redacted]Importance: High
 
[redacted].
Bordentown, NJ 08505
[redacted]
 
 
Dear Sir/Madam,
My name is [redacted]. My complaint number is ID [redacted]. I have been in contact with T-Mobile via email and phone.
To date no one has return my phone calls or emails. I am attaching the last email.
Please help me to resolve this matter with T-Mobile in getting a new phone or refund. I am still having problems with the phone that I currently have.
 
Thanking You In Advance,
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

April 24, 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 is pleased to report to your office that upon speaking with Ms. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding her equipment return. Based on T-Mobile’s investigation, we confirmed that on January 24, 2017, T-Mobile received Ms. [redacted]’s Apple iPhone 6S handset, and two Samsung Galaxy S7 handsets. However, due to an inadvertent error, Ms. [redacted] continued to be billed for the devices.
Therefore, in an effort to amicably resolve the matter, T-Mobile closed the remaining Equipment Installment Plan (“EIP”) balance, and applied a credit of $230.24 toward Ms. [redacted]’s account for the previously billed EIP charges associated with the above referenced handsets. Pursuant to our conversation, Ms. [redacted] confirmed that the matter was resolved. Ms. [redacted]’s account remains active with a balance of $426.64, which consists of monthly access charges, taxes, fees, and monthly EIP installments which is due on April 25, 2017.
Please note that at the time of our conversation with Ms. [redacted], T-Mobile applied a temporary credit in the amount due of $426.64 toward Ms. [redacted]’s account in order to make her account eligible to participate in a handset upgrade. It is important to note that on May 4, 2017, the temporary credit will be reversed, and the charges in the amount of $426.64 will be immediately due. At that time, T-Mobile will issue a collection hold to secure Ms. [redacted]’s services for 30 days to allow her to remit the payment to bring the account to a current state. Please note that this hold will expire on June 4, 2017, at which time regular collection activity will resume for any outstanding balance. 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.
Adrianne F[redacted]
Executive Response