T-Mobile Usa Inc

March 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 11, 2016, regarding the above-referenced account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] experienced any issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should expect great 4G LTE coverage. A further analysis of the area confirms that there may be some site congestion from time to time. As such, T-Mobile recommends that Ms. [redacted] utilize Wi-Fi if available. As we are sure Ms. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. However we are pleased to report that on March 15, 2016, T-Mobile spoke with Ms. [redacted], and she confirmed that she is no longer experiencing the coverage issues mentioned in her correspondence to your office. Should Ms. [redacted] experience any coverage or service in the future, we ask that she report details of any difficulties, such as the date and time and the area(s) in which it occurred. This information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once we are aware of the situation, we can attempt to resolve the issue through network or equipment adjustments. T-Mobile regrets any misunderstanding Ms. [redacted] may have experienced with the restore-from-suspension fees assessed to her account. T-Mobile records indicate that on January 2, 2016, payment arrangements were made with Ms. [redacted] with regard to her past due balance. At that time, Ms. [redacted] agreed to make to a future dated payment via an electronic check. The amount of $330.81was set to be deducted from her designated bank account on February 1, 2016. On January 29, 2016, T-Mobile sent a courtesy text message reminder to the mobile number ending in [redacted] reminding Ms. [redacted] that the funds were set to deduct from her bank account number ending in [redacted] on February 1, 2016. Regretfully the payment was returned to T-Mobile as unpaid. As a result, on February 3, 2016, Ms. [redacted]’ services were partially suspended allowing incoming calls to be received. Outgoing calls were routed to T-Mobile’s Financial Care team in an effort to collect on the past due balance. Further records confirm that on February 4, 2016, Ms. [redacted] again contacted T-Mobile and established a new payment arrangement for her past due balance. Mr. [redacted] agreed to make two payments with a future dated check. $260.81 was to be deducted on February 11, 2016 as the first installment, and $326.04 was to be deducted on February 25, 2016 as the second installment. On February 8, 2016, T-Mobile sent a courtesy text message reminder to the mobile number ending in [redacted] reminding Ms. [redacted] that the funds were set to deduct from her bank account number ending on [redacted] by February 11, 2016. Regretfully the payment was once again returned to T-Mobile as unpaid. Further records confirm that the payment arrangement established for February 25, 2016 was not deducted from Ms. [redacted]’ bank account, and as such on February 28, 2016, Ms. [redacted]’ account was suspended for non-payment. It is important to note that Ms. [redacted]’ billing cycle runs from the 14th of the month to the 13th of the following month, with payment due on the 6th. Pursuant to T-Mobile policy, services to a customer’s account may be suspended when payment in full is not received by the payment due date. As stated in our Terms and Conditions, if we suspend a customer’s service and later reinstate it, a fee may be assessed. Accordingly, when Ms. [redacted] made a payment and services were restored, the account was assessed a $20.00 restore-from-suspension fee per line of service. T-Mobile considers these charges to be valid. However, in an effort to resolve this matter on March 15, 2016 T-Mobile issued a credit of $132.96 for the restore-from-suspension fees and applicable taxes to Ms. [redacted]’ account. Ms. [redacted]’ account reflects a revised past due balance of $64.89. T-Mobile recommends that Ms. [redacted] contact us to arrange for payment as soon as possible to prevent further collection activity. 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

April 11, 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 6, 2017, regarding the above-referenced account.
T-Mobile regrets any further concerns Ms. [redacted] has experienced regarding her above-referenced T-Mobile account. As stated in our previous response dated April 4, 2017, please be advised that, upon receipt of Ms. [redacted]’s documentation on November 23, 2016, T-Mobile applied a credit to the account in the amount of $3,632.00 for charges through March 24, 2016, which reduced the balance to $728.84 which consists of monthly access charges, applicable taxes, and fees accrued during the period of March 24, 2016, through July 13, 2016. It is T-Mobile’s position that this balance is accurate as it was incurred after the bankruptcy file date.
Due to continued non-payment, on September 3, 2016, Ms. [redacted]’s account was transferred to the third-party collection agency, Convergent Outsourcing Inc., for collection of the outstanding balance. As of March 9, 2017, Ms. [redacted]’s account was transferred to the third-party collection agency, Sunrise Credit Services, for continued collection efforts. Ms. [redacted] may contact them at 1-800-645-9824 for payment options.
Furthermore, regarding treatment for Ms. [redacted]’s post-petition account balance, Ms. [redacted] may send updated bankruptcy documentation to the following:
T-Mobile USA, Inc.
Bankruptcy Department
P.O. BOX 53410
Bellevue, WA 98015-3410

Ms. [redacted] will need to include her above-referenced account number and her social security number with her documentation. Upon receipt of the updated bankruptcy documents, Ms. [redacted]’s account will be updated accordingly.
Furthermore, please be advised that T-Mobile has not received a notice of representation from Ms. [redacted]’s attorney. However, if Ms. [redacted] has retained legal counsel, all communication must be sent to T-Mobile’s Legal department via written correspondence at the following address:
T-Mobile Wireless
Legal Department
12920 SE 38th Street
Bellevue, WA 98006-1350
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

December 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 c[redacted]pondence dated November 30, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concern Ms. [redacted] experienced in regards to the automatic debited payment for the account. T-Mobile records confirm that on September 30, 2013, Mr. [redacted] enrolled his account in AutoPay, a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
Please be advised that on July 20, 2017, Mr. [redacted] leased a LG G6 handset on T-Mobile’s JUMP! on Demand (“JOD”) lease option. At the time of lease, he agreed to 18 monthly lease payments of $22.00 and a purchase option price of $104.00 plus applicable sales tax at the end of the lease.
T-Mobile records confirm that on October 14, 2017, Mr. [redacted] processed a Change of Responsibility (“COR”) for his mobile number ending in 7247 from account to Ms. [redacted]’s T-Mobile account ending in 1278.
It is important to note that JOD leases are not eligible for COR transfers and cannot be moved to the next account like the mobile numbers. Upon the COR being completed Mr. [redacted]’ account was closed as it no longer had any active mobile lines of service subscribed to it and as such the JOD lease plan was closed and the remaining lease balance and purchase option price balance was accelerated to the final billing statement.
On October 29, 2017, the final billing statement generated reflecting a final balance of $503.56 for the remaining lease and purchase option price and onetime charges for 411 Directly Assistance calls with an AutoPay due date of November 18, 2017, and was debited as such.
In an effort to amicably resolve this matter, on December 1, 2017, T-Mobile issued a refund in the amount of $503.56 back to Mr. [redacted] and Ms. [redacted]’s checking account which should be received within two to three business days of the date of this letter. In addition, T-Mobile applied a credit in the amount of $503.56 to Ms. [redacted]’ account for the final lease balance and purchase option price balance leaving his account closed reflecting a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] and 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.
Oscar T[redacted]
Executive Response

May 2, 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 20, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted], he confirmed that this matter is resolved to his satisfaction.
T-Mobile regrets to hear of any concerns that Mr. [redacted] experienced regarding our 2016 September iPhone 7 Trade Up. On September 9, 2016, and only for a limited time, customers who purchased a new iPhone 7 Plus 128GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 5 or newer, from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the cost of the new iPhone 7 Plus 128GB.
On September 9, 2016, Mr. [redacted] submitted an upgrade for the Apple iPhone 7 Plus 128GB to take part in the offer. As Mr. [redacted] traded in his Apple iPhone 6 Plus 64GB , he was eligible to receive a total promotional value of $649.99 in credits; $195.00 trade-in value in the form of a bill credit, and $454.99 through 24 monthly bill credits. Upon review of the account, T-Mobile confirmed that Mr. [redacted] has received the $195.00 trade-in credit, on October 14, 2016, and has been successfully enrolled in the monthly credits of $18.96 for 24 months.
Although it’s T-Mobile’s position that Mr. [redacted] is receiving the full value of the above-referenced promotional offer, in an effort to amicably resolve the matter, T-Mobile issue Mr. [redacted] account with a one-time account credit of $70.00, reducing his current balance to $6.31, which is due on May 1, 2017. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and has no further concerns. 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.
Adrianne F[redacted]
Executive Response

August 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 22, 2017, regarding the above-referenced file number. We are pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] experienced regarding our Mobile Device Unlock polices. T-Mobile policy indicates that under specific conditions T-Mobile may be able to provide an unlock code for select handsets. Please note that as Mr. [redacted] purchased his equipment form a third party vendor and not T-Mobile his unlock request did not meet our eligibility requirements.
T-Mobile contacted Mr. [redacted] on July 25, 2017, and in an effort to amicably resolve this matter T-Mobile has approved his device for unlock as a one-time exception to T-Mobile policy. T-Mobile advised Mr. [redacted] that in the future he would need to meet all eligibility requirements to receive any future Mobile Device Unlocks. Pursuant to the subsequent phone conversation Mr. [redacted] advised this matter has been resolved.
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.
Jamen F[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:
I was never told I was in a phone payment agreement or the monthly amount.   I was told I was being provided a FREE phone.  I cannot help but wonder what fine line their lawyers found to call it this to avoid the word "contract" I was told I was not getting.  
Yes, I read above that they said I can leave at any time, but since I am bound to 24 months of payments (that I didn't know about) it seems like a contract to me.  
They did tell me that I would get coverage in my areas but that is still not true and cannot be resolved.   
As for their contacting me I wonder if they called while they had my phone turned off or maybe I didn't get the call because of lack of coverage?  So as of today I have not heard from them and from reading the above it appears that they will do nothing to help me anyway.
In addition, I didn't know about the limited 14 day return policy.   Of course, the store clerk really didn't want me reading things and kept saying no one reads this stuff don't worry let me tell you what it really means.   Yes, I should be smarter to know that should have been the big red flag.   
So if anyone wants to do business with this company bring a lawyer.
I am very unhappy and sad to see that this is a very poor customer service phone provider.
Sincerely,[redacted]

April 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Riverside [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, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and they have designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced in her effort to cancel her T-Mobile business account. T-Mobile records indicate on July 22, 2015, Ms. [redacted] activated five lines of service on our Business North American Unlimited rate plan with 10 Gigabyte (“GB”) of data. T-Mobile records indicate that Ms. [redacted] elected to purchase handsets on our Equipment Installment Plan. Due to an inadvertent error, Ms. [redacted]’s account was not canceled immediately upon the return of her equipment to our National Return Center. T-Mobile regrets any inconvenience Ms. [redacted]. T-Mobile has confirmed the returned of Ms. [redacted]’s handsets to our National Return Center, and as such her account was successfully canceled on April 4, 2016. Furthermore, T-Mobile applied an adjustment to the account, leaving Ms. [redacted]’s account closed with a zero balance. Additionally, T-Mobile has removed the pending charges for the handsets put on our Equipment Installment Plan. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

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 will accept it due to time and energy I spent on this issue.
However, T-mobile stated that it is not their wrong doing, which I cannot accept. It is their customer service who has given me the wrong information. I hope they can issue an official apology letter to the unfortunate issue they have caused to their customer.
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 sending the device back and it will be received by July 21, 2015.Thank you.Sincerely, [redacted]

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 10, 2017, regarding the above-referenced account.
Please be advised that after speaking with Ms. [redacted] on March 28, 2017, she indicated her concerns were in relation to the promotional offer detailed below, and not regarding a bill-cycle change.
T-Mobile regrets any billing concern Ms. [redacted] may have, and we appreciate the opportunity to address her concerns. T-Mobile records indicate Ms. [redacted] started service on November 21, 2016, with four lines of service, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and $25.00 per additional line of service. Please note that Ms. [redacted] account was billed using our Bill-Current¬ system which means she billed from the 2nd of one month through the 1st of the next month. Please also note that T-Mobile records do not indicate a request to the billing-cycle was made, and Ms. [redacted] account continues to be billed from the 2nd of one month, through the 1st of the next month.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new customers like Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Ms. [redacted] account keeps the voice lines active, she is eligible for the free promotion.
Due to an inadvertent error, Ms. [redacted] account was not enrolled in the promotional offer. After speaking with Ms. [redacted] on March 29, 2017, her account was enrolled in the promotional offer, and is scheduled to receive the monthly credits going forward. Additionally, T-Mobile issued a credit in the amount of $137.74 for the billed charges associated with the promotional offer, and as of the date of this letter, the account reflects a zero-balance and remains enrolled in the promotional offer. Going forward, Ms. [redacted] can expect an estimated monthly billing statement of $206.00 plus applicable taxes and fees and prior to any promotional credits being applied. 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.
Ronnie A[redacted] Executive Response

March 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 2016, regarding the above-referenced account. Please note that our records confirm that [redacted] has designated [redacted] as an authorized user of this account. T-Mobile is pleased to have resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets any coverage concerns that Ms. [redacted] has experienced. Although we cannot guarantee coverage in any one place, we do our best to approximate coverage in the places that are most important to our customers. T-Mobile records confirm that Ms. [redacted] home area is limited to very good outdoor coverage, with only marginal indoor service. T-Mobile is working tirelessly to expand our network and tries our best to keep our customers in the loop regarding anticipated improvements. Although we have recently upgraded the towers in Ms. [redacted] area, we regret if our recent network upgrades did not meet Ms. [redacted] expectations. As such, upon corresponding with Ms. [redacted] regarding this matter, T-Mobile offered to allow her to return her devices to T-Mobile to be relieved of the remaining account balance. Upon receipt of Ms. [redacted] handsets and chargers in good/working condition to our office, T-Mobile will issue a credit in the amount of $1,908.74, thereby leaving Ms. [redacted] account closed with a zero balance. In the meantime, the account has been placed on hold to prevent collection activity. Ms. [redacted] was advised that the following handsets and their chargers would need to be included in the return to receive full credit: • iPhone 6 Gray 16GB (two devices) • iPhone 6 Silver 16GB • iPhone 6 Gold 16GB • iPhone 6+ Gray 16GB In addition, T-Mobile recommended that Ms. [redacted] request a return tracking number when shipping the equipment, and that she retains a copy of the return tracking number for her records, as T-Mobile is not responsible for equipment being returned. We also asked that Ms. [redacted] please include account information within the box to ensure that she receives the proper credit upon receipt of the devices. Please be advised that if our final examination of the equipment indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, or the Find My iPhone feature is activated on the handsets, the equipment will be returned to Ms. [redacted] and the final balance of $1,908.74 will then be considered valid and owed. Please note that Ms. [redacted] accepted this offer as resolution in full to her concerns, and has already contacted our office to provide the return tracking number, with an anticipated delivery date of March 16, 2016. T-Mobile has agreed to contact Ms. [redacted] upon receipt and inspection of the handsets. 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. Kayla J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:T mobile continues to harass me when they never contacted me after I canceled them. Yet there saying they did when then did not. I was also told it was 303 not 375 and they charged me 375 not the 303. I reject there response because they continually when they called the last time put me into a seizure from anger when. Interuppting me or telling me they do not care and will take what they want from my account. I did not authorize any money to be taken out when I canceled with them. The one in may 2015 I did not authorize nor did I get a phone call or anything in the mail. It was illegally taken from my account. I want them to apologize still and fix this issue. 
Sincerely,
[redacted]

March 31, 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 March 24, 2016, regarding the above-referenced account. T-Mobile regrets to hear that Mr. [redacted] is not satisfied with our previous response dated March 22, 2016. T-Mobile has applied credits totaling $1,044.98 for the EIP charges associated with the two missing Apple iPhone 6s 64GB devices. Additionally, T-Mobile has confirmed that the initial down payment of $199.29 was returned to Mr. [redacted] as his financial institution returned the payment as unauthorized. Please note T-Mobile’s request for authorization to pull the funds from the card did not process successfully and failed. As a result, a fee of $31.51 was created which was later adjusted on February 25, 2016. As no payment was successfully processed for Mr. [redacted] down payment, T-Mobile would be unable to refund or credit Mr. [redacted] for the $199.29. In regards to Mr. [redacted] concerns regarding the $35.00 insufficient funds fee applied to his account. As referenced in our previous correspondence to your agency the fee was applied when Mr. [redacted] payment of $982.26 remitted on January 31, 2016, was backed out by his financial institution. Please note the $35.00 fee was credited by T-Mobile on March 3, 2016, but has not yet applied toward Mr. [redacted] open balance. On March 28, 2016, T-Mobile expedited this process by applying the $35.00 credit immediately. T-Mobile has confirmed that as of the date of this correspondence, Mr. [redacted] has been duly credited for the returned handsets. Mr. [redacted] account now reflects a credit balance of $32.72. 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

Complaint: [redacted]
I am rejecting this response because:  when they sent me the new device it has the same exact problem.  It is asking for a code to enter the device.  I am unable to use the device.  I have called customer service and visited the locale store with no results.  I am now requesting that I return the device and get my money returned.
Sincerely,
[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]
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 15, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with T-Mobile promotions. T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated her service on December 1, 2016, and attempted to take advantage of our Carrier Freedom Reimbursement and Magenta Port-In Reimbursement.
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not. Our records further indicate that Ms. [redacted] is on a qualifying rate plan, purchased four phones on an Equipment Installment Plan, and transferred her mobile numbers ending in 0544, 7010, 3044, and 4635. At the time of activation, Ms. [redacted] was provided with a total trade-in credit of $685.00.
On February 3, 2017, Ms. [redacted] was provided with the 2016 Magenta Port-In offer in the amount of $800.00 for which a prepaid refund card was delivered to her. Regretfully, T-Mobile does not have records of a submission for Ms. [redacted]’s billing statement from her previous provider for her Carrier Freedom Reimbursement.
However, it is important to note that that these two offers cannot be combined. As such, T-Mobile respectfully declines to provide with Ms. [redacted] with further compensation for the Carrier Freedom Reimbursement, in additional to her trade-in credits and Magenta Port-In Reimbursement. We regret if Ms. [redacted] was provided with any misinformation.
In an effort to amicably resolve this matter, on April 24, 2017, T-Mobile applied a courtesy credit of $200.00 to Ms. [redacted]’s account. As of April 24, 2017, Ms. [redacted]’s account balance is $137.55 for her monthly recurring charges. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

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]

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 4, 2017, regarding the above-referenced account. We are pleased to report that Mr. [redacted]’ concerns have been addressed.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his billing concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records reflect that on January 19, 2010, Mr. [redacted]’ account participated in a promotional rate plan change, which provided him with a reduced monthly recurring service cost in exchange for a 24-month service agreement. It should be noted that per the terms of the service agreement, Mr. [redacted] was advised that should service be cancelled prior to the 24-month term, an Early Termination Fee (“ETF”) of up to $200.00 plus applicable taxes may be assessed.
In Mr. [redacted]’ letter to your office, he indicates that he was unable to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted]’ has experienced. Unfortunately, T-Mobile has been and is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. [redacted]’ billing statement dated January 24, 2011, carried a total balance due of $123.06. Please be advised that $61.44 was considered past due and was for service prior to February 24, 2011. Mr. [redacted] was assessed $61.62 in current statement charges for monthly access, and applicable taxes and fees for service from February 24, 2011, through March 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by February 20, 2011. Our records reflect that on January 28, 2011, Mr. [redacted] remitted a $53.44 payment.
T-Mobile records confirm that Mr. [redacted]’ billing statement dated February 24, 2011, carried a total balance due of $123.24. Please be advised that after credits and payment received, $62.09 was considered past due. Mr. [redacted] was assessed $61.15 in current statement charges for monthly access and applicable taxes and fees for service from March 24, 2011, through April 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by March 20, 2011.
T-Mobile records confirm that on February 24, 2011, Mr. [redacted]’ account was suspended due to his payment delinquency.
Please be advised that Mr. [redacted]’ services were restored on February 26, 2011, as our records reflect that he remitted a $57.61 payment.
T-Mobile records confirm that Mr. [redacted]’ billing statement dated March 24, 2011, carried a total balance due of $123.46. Please be advised that after credits and payment received, $61.86 was considered past due. Mr. [redacted] was assessed $61.60 in current statement charges for monthly access, and applicable taxes and fees for service from April 24, 2011, through May 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by April 20, 2011.
T-Mobile records confirm that on March 24, 2011, Mr. [redacted]’ account was suspended due to his payment delinquency.
Please be advised that Mr. [redacted]’ services were restored on March 29, 2011, as our records reflect that he remitted a $51.58 payment.
T-Mobile records confirm that Mr. [redacted] billing statement dated April 24, 2011, carried a total balance due of $123.65. After credits and payment received, $62.46 was considered past due. Mr. [redacted] was assessed $61.19 in current statement charges for monthly access, and applicable taxes and fees for service from May 24, 2011, through June 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by May 20, 2011.
T-Mobile records confirm that on April 24, 2011, Mr. [redacted]’ account was suspended due to his payment delinquency.
As payment was not received to satisfy Mr. [redacted]’ past due or current statement charges, on June 8, 2011, Mr. [redacted]’ account was cancelled due to his payment delinquency. As the terms of Mr. [redacted]’ service agreement had not been met, an ETF was assessed and scheduled to impact his final billing statement. Under T-Mobile policy, early termination fees will be prorated based on the following criteria: More than 180 days remaining on contract: $200.00; 91-180 days remaining on contract: $100.00; and less than 91 days remaining on contract: $50.00. If the account is cancelled within the last 30 days of the contract, the early termination fee is $50.00 or the amount of the customer's recurring charges, whichever is less.
T-Mobile records confirm that Mr. [redacted]’ final billing statement dated June 24, 2011, carried a total balance due of $54.10. Please note that Mr. [redacted]’ account received $115.79 in credits as his account was previously suspended. Mr. [redacted]’ was assessed charges for fees and applicable ETF, and taxes for service leading to cancellation. Please note that Mr. [redacted]’ statement balance was due in full by July 20, 2011.
After Mr. [redacted]’ account was cancelled, T-Mobile’s Financial Care Department attempted to contact him in an effort to resolve his outstanding balance. As T-Mobile’s internal collection efforts were unsuccessful, on September 15, 2011, Mr. [redacted]’ account was referred to a third-party collection agency, Plaza Recovery, Inc., for further collection efforts.
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.
It should be noted that Mr. [redacted]’ account was referred to numerous third-party collection agencies. As of most recent, on January 22, 2014, Mr. [redacted]’ account was referred to Enhanced Resource Centers, for further collection efforts.
T-Mobile records further reflect that on March 29, 2017, Mr. [redacted] remitted a $54.10 payment to T-Mobile while visiting a Retail Location. As this payment satisfied Mr. [redacted]’ outstanding balance, his account was removed from third-party collections. Additionally, any outstanding remarks reported to the credit bureaus pertaining to Mr. William’s debt will be updated to a Resolved Paid In Full status within the next 90 days. Based on the above, it is T-Mobile’s position that Mr. [redacted]’ previous outstanding balance was valid and owed, and as such, T-Mobile respectfully declines to provide Mr. [redacted] with his requested refund. Please note that Mr. [redacted]’ account remains in a closed status 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

June 28, 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 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have had surrounding the 2016 iPhone Trade Up promotion and appreciate the opportunity to respond to his concerns. Between September 9, 2016, through September 25, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00. If a customer chose the iPhone 7 128 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone” (”FMiP’), feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
T-Mobile records indicate on September 16, 2016, Mr. [redacted] elected to participate in the 2016 iPhone Trade-Up promotion. Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 7 plus 128 GB handset in silver. It is important to note that should a customer terminate their service prior to the end of the 24 monthly installments, the full remaining balance will be due on the final billing statement. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $249.98 and agreed to a series of 24 monthly installments in the amount of $57.09 for the two devices.
Upon review of the account, Mr. [redacted] traded in two iPhones which were received on November 4, 2016. Please note that the device traded in for the line ending in [redacted] had the FMiP still active, as such, this made the device ineligible for the promotion. Additionally, the device trade-in for the line ending in 2355 was received and the promotion was successfully added to the account.
Additionally, T-Mobile records indicate on October 14, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of one iPhone 7 plus 32 GB handset in silver and one iPhone 7 32 GB handset in silver. Mr. [redacted] was not asked to make a down payment and agreed to a series of 24 monthly installments in the amount of $59.18 for the two devices.
Upon review of the account, T-Mobile was unable to confirm the return of the two trade-in devices for the lines ending in [redacted] and [redacted]; as such, this made the devices ineligible for the promotion.
In order to resolve the matter amicably, T-Mobile absolved Mr. [redacted]’s of the remaining balance on three of the iPhone 7 EIP agreements, and applied a one-time credit for the previously billed eight months of EIP payments made, in the amount of $683.44 resulting in an updated account credit balance of $683.44. Please note that the credit balance will be applied towards Mr. [redacted]’s next billing statements until utilized.
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 retail location and Customer Care. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ###-###-####-[redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted] Executive Response

September 20, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Prepaid No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 10, 2017, regarding the above-referenced prepaid number.  T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.   T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to the prepaid account and we appreciate the opportunity to address his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.    T-Mobile records indicate that on August 15, 2017, Mr. [redacted] activated his prepaid account with mobile number ending in [redacted] and paid $54.00 towards his prepaid account.    T-Mobile records indicate Mr. [redacted] did not use the service and his account was cancelled on September 9, 2017, upon the port-out of his number to another carrier.  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation: “Prepaid Service is non-refundable even if returned during the return period, and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”   Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve his concerns, on September 15, 2017, T-Mobile sent Mr. [redacted] a prepaid MasterCard in the amount of $54.00.  Please be advised it can take up to ten business days to receive the card.  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.   Carlos T[redacted] Executive Response