T-Mobile Usa Inc

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 9, 2018, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns that [redacted] has experienced with regards to his device exchange.  T-Mobile records reflect that [redacted] purchased a Samsung Note 8 handset on December 23, 2017.  By purchasing T-Mobile equipment, [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device.  During the Limited Warranty period, [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.Our records confirm that on January 26, 2018, [redacted] completed an exchange for his Samsung Note 8 handset under his limited warranty.  On February 9, 2018, [redacted] completed a second exchange for his Samsung Note 8 handset.  We spoke to [redacted] on February 11, 2018, and he advised that his latest exchange has not presented any issues.  We clarified that an upgrade is an option which is available to [redacted] and there may be additional costs, however the limited warranty can provide an exchange when the eligibility criteria is met.  [redacted] was happy with information presented to him.  T-Mobile regrets any inconvenience to [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.Belen L[redacted]Executive Response

April 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced with regards to our 2016 September iPhone 7 Trade promotions.
On September 15, 2016, Mr. [redacted] placed three orders for a total of five iPhone devices and placed the equipment on our Equipment Installment Plans (EIP). On September 9, 2016, and only for a limited time, T-Mobile ran our 2016 iPhone 7 Trade-Up promotion which offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus either free or at a significant discount. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. At the time Mr. [redacted] attempted to take advantage of the promotion, the account did not meet the requirement to be on the T-Mobile ONE rate plan.
T-Mobile records further show that on April 3, 2017, Mr. [redacted] contacted Customer Care and he was advised that, due to his rate plan, he did not meet the eligibility requirements for the promotion. However, in an effort to resolve Mr. [redacted]’ concerns, Customer Care agreed to close the EIPs for three of the five iPhone devices purchased on September 15, 2016.
On April 4, 2017, T-Mobile contacted Mr. [redacted] and discussed the 2016 iPhone 7 Trade Up promotion. During our phone conversation we again discussed the rate plan requirements as well as the previous actions taken by Customer Care outlined above. As a final courtesy to Mr. [redacted], and in an effort to resolve the matter, we did offer to close the remaining two EIPs for the iPhone devices purchased on September 15, 2016. Mr. [redacted] accepted our offer and now considers this matter resolved to his 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.
Jamen F[redacted]
Executive Response

September 7, 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 August 25, 2017, regarding the above-referenced prepaid number. We are glad to report that upon speaking with Ms. [redacted], she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile is sorry to hear of Ms. [redacted]’s concerns with the activation of her service and the functionality of her non-T-Mobile device on our network. Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experienced.
T-Mobile records confirm that Ms. [redacted] activated her prepaid service on August 23, 2017, with mobile number ending in [redacted]. Ms. [redacted] selected our $30.00 Tourist rate plan and remitted payment in the amount of $43.55 from which $10.00 was for the Sim Starter Kit, $30.00 for the monthly service, applicable taxes and fees. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid 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.”
T-Mobile records confirm that Ms. [redacted] was using a non-T-Mobile branded iPhone 5 device. It should be noted that while an unlocked iPhone 5 from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked iPhone 5 worked on our network; however, certain advanced features may work sporadically or not at all.
For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device.
On August 27, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns the information mentioned above. Although outside of T-Mobile policy, to amicably resolve this matter, T-Mobile offered to issue a refund to Ms. [redacted] in the amount of $43.55 in the form of a prepaid card for the payment she remitted at the time of activation, subject to Ms. [redacted] providing us with a copy of her purchase receipt, which Ms. [redacted] accepted as a resolution to her concerns. On August 29, 2017, Ms. [redacted] provided T-Mobile with a confirmation of her purchase receipt and the address to send her refund card to. Ms. [redacted] provided T-Mobile with an international address; please note that unfortunately, T-Mobile is unable to send the prepaid card internationally. We have requested for Ms. [redacted] to provide us with a domestic address to send her refund to. T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns and we regret any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

February 2, 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 February 2, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted] concerns regarding a CellSpot non-return fee and deposit release. T-Mobile confirms that Mr. [redacted] returned the Wi-Fi CellSpot route and received an account credit of $315.30 for the CellSpot non-return fee and applicable taxes. Mr. [redacted] three deposits of $50.00, $30.00 and $25.00, were released to Mr. [redacted] account and impacted by his final April 24, 2015, billing statement. This resulted in a credit balance of $56.34, reflected on the account. In an effort to resolve this matter amicably, on January 30, 2016, T-Mobile completed an electronic refund for $56.34, to Mr. [redacted] credit card used for the deposits. Mr. [redacted] may expect the refund to reflect his credit card account within one to three business days. 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. Pancho Q* Executive Response

March 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 March 15, 2017, regarding the above-referenced account.
We regret Ms. [redacted]’s experience with the replacement of her tablet via an insurance claim. On November 29, 2016, Ms. [redacted] filed an insurance claim for her lost Apple iPad Air 2 32GB tablet with our third-party insurance partner Assurant Solutions, Inc. (“Assurant”). Please be advised records indicate her claim processed by Assurant included the expectation of the return of Ms. [redacted]’s original tablet; however, as she indicates in her correspondence to your office, the claim was to be processed as a total loss of equipment. Our records do not indicate that Assurant received the expected equipment per the processed claim and as such, a non-return fee of $317.95 was assessed to the billing statement dated February 7, 2017.
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to credit the non-return fee of $317.95. Furthermore, T-Mobile offered to provide an additional credit to the account, returning Ms. [redacted]’s current account balance to $127.34, equivalent to her normal recurring service charges as valid and owed. Ms. [redacted] accepted this offer as resolution. 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

April 3, 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 a letter dated March 25, 2017, from [redacted] regarding the above-referenced account. Please be advised that the account holder of record account is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her account balance. T-Mobile record confirm that as of October 30, 2016, Ms. [redacted]’s account reflected a past due balance of $619.28, for the billing cycle charges from July 28, 2016 through September 27, 2016. Ms. [redacted]’s October 28, 2016 billing statement reflected a balance owed of $267.79, increasing the balance owed to $887.07. On November 3, 2016, T-Mobile received a payment of $150.00. Additionally, on November 15, 2016, T-Mobile received a payment of $150.75, reducing the balance owed to $586.32.
On November 23, 2016, T-Mobile applied a courtesy credit of $120.00 to Ms. [redacted]’s account, reducing the balance owed to $466.32. Records confirm that Ms. [redacted]’s November 28, 2016 billing statement reflected a balance owed of $246.79, increasing the balance owed to $713.11. On December 2, 2011, T-Mobile received a payment of $118.00. Additionally, on December 14, 2016, T-Mobile received a payment of $348.32, reducing the balance owed to $246.79.
T-Mobile records confirm that Ms. [redacted]’s December 28, 2016 billing statement reflected a balance owed of $246.79, increasing the balance owed to $493.58. Records indicate that a payment was not received for this balance. As such, the full balance was carried forward to Ms. [redacted]’s following billing statement. Therefore, Ms. [redacted]’s January 28, 2017 billing statement reflected a balance owed of $245.98, increasing the balance owed to $739.56.
Furthermore, our records confirm that on February 3, 2017, T-Mobile received a payment of $246.79, reducing the balance owed to $492.77. Since payment was not received for the full balance, the balance of $492.77 was carried forward to Ms. [redacted]’s following billing statement.
Therefore, Ms. [redacted]’s March 28, 2017 billing statement reflected a balance owed of $257.73, increasing the balance owed to $750.50. On March 17, 2017, T-Mobile received a payment of $97.00, reducing the balance owed to $503.50.
Please be assured that T-Mobile strives 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 department.
In an effort to amicably resolve the matter, on March 28, 2017, T-Mobile applied a courtesy credit of $503.50 to Ms. [redacted]’s account, reducing the account to a zero balance. Ms. [redacted] has accepted this as a resolution to her 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.
Diana J[redacted]
Executive Response

Please refer to Complaint ID: [redacted]. This issue has still not been resolved, and I am very unsatisfied with the lack of urgency to resolve this issue. I have been told time & time again that it has been "escalated" and they are working on it, but obviously it has not been escalated enough! I am wasting multiple hours of my time, having to contact T-Mobile to get this taken care of. This is just getting ridiculous. I no longer believe their promises of it being "fixed" as this has been ongoing since December of 2016! I WOULD LIKE FOR MY ACCOUNT TO BE CREDITED, AND THE FREE LINE PROMOTION APPLIED CORRECTLY SO THAT I DO NOT HAVE TO KEEP CONTACTING CUSTOMER SUPPORT EVERY MONTH & RE-TELL MY STORY TO EACH NEW CUSTOMER SERVICE REP THAT I SPEAK TO BECAUSE THEY DO NOT READ THE NOTES OR THE HISTORY ON MY ACCOUNT!!!!

May 31, 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 May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her outstanding balance. T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] and [redacted] were transferred to another service provider on July 8, 2012. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile did not receive a request to cancel the remaining lines of service. However on September 4, 2012, Ms. [redacted]’s mobile number ending in [redacted] was canceled for non-payment.
Please note that Ms. [redacted] accepted a 24 month contractual obligation in return for an account credit on May 4, 2012,which stipulated an up to $200.00 early termination fee (“ETF”) per line if service was cancelled prior to the agreed upon terms. At the time that Ms. [redacted]’s account was canceled on September 4, 2012, she had an outstanding balance of $900.62 which was comprised of unpaid monthly recurring charges from June 10, 2012, through August 9, 2012, two early termination fees in the amount of $200.00 per line for mobile numbers ending in [redacted] and [redacted]. Ms. [redacted]’s outstanding balance of $900.62 also included her monthly installment plan charges for her LG D Lite that she had purchased on our Equipment Installment Plan (“EIP”) on February 23, 2011, and applicable late fees.
Ms. [redacted]’s final billing statement dated September 4, 2012, included her past due balance as outlined above in the amount of $900.62, as well as her final billing statement charges totaling $242.96 which was comprised of her ETF for line. Additionally, Ms. [redacted]’s final billing statement charges included her remaining balance for her LG D Lite in the amount of $18.00 and the prorated monthly recurring charges for her rate plan and feature selection for mobile number ending in [redacted] up to the date of cancelation. Ms. [redacted]’s final billing statement was in the amount of $1,143.58 which was due on October 2, 2012.
As Ms. [redacted]’s account remained unpaid, her account was referred to an outside collection agency on November 2, 2012, and was assessed a collection fee of $270.65.
On March 25, 2014, Ms. [redacted]’s account was reviewed by our outside collection agency team. At the time of their review, T-Mobile agreed to apply a credit in the amount of $124.00 which represented the disputed charges for line [redacted] from July 8, 2012, when the mobile numbers ending in [redacted] and [redacted] were canceled, to September 4, 2012, when the mobile number ending in [redacted] was canceled. Furthermore, Ms. [redacted]’s account received an additional credit in the amount of $35.50 as a rerate for her collections fee. Following Ms. [redacted]’s adjustments, and prior partial payments remitted, her updated balance at this time was $1,066.73.
Ms. [redacted] has continued to remit partial payments to her closed T-Mobile account which presently reflects a balance of $714.73. It is T-Mobile’s position that Ms. [redacted]’s remaining balance of $714.73 is valid. Ms. [redacted] may contact Convergent Outsourcing Inc. at 855-871-1088 to schedule payment.
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

May 2, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2018, regarding the above-referenced account.
T-Mobile regrets any concern that Ms. [redacted] may have regarding her account. Please be advised that a billing statement dated April 7, 2018, was sent to Ms. [redacted] reflecting a balance of $217.00 due on April 27, 2018. This balance consisted of monthly recurring charges (“MRC”) for services rendered from March 7, 2018, through April 8, 2018, and Equipment Installment Plan (“EIP”) charges. T-Mobile records indicate that on April 10, 2018, Ms. [redacted] remitted a payment of $35.00, however, due to an administrative error, the payment was posted to the wrong account. On April 17, 2018, T-Mobile located the missing payment and transferred it to Ms. [redacted]’s account. This payment updated Ms. [redacted]’s account balance to $182.00. On April 19, 2018, Ms. [redacted] remitted another payment of $112.00, updating the balance to $70.00. As Ms. [redacted] is enrolled in our AutoPay service, on April 25, 2018, T-Mobile withdrew the remaining balance of $70.00 from Ms. [redacted]’s financial institution. This payment settled the account balance to zero. However, T-Mobile records indicate that on that same day Ms. [redacted] remitted two additional payments totaling $70.00. As such, Ms. [redacted]’s account balance was updated to a credit balance of $70.00.
Upon speaking with Ms. [redacted] on April 30, 2018, T-Mobile offered to reimburse the credit balance of $70.00 back to her financial institution. Please note that Ms. [redacted] accepted the refund. As such, Ms. [redacted]’s should receive the funds within three business days.
In addition, T-Mobile confirmed with Ms. [redacted] that the settings on mobile number ending with 0349 have been configured to allow the line to access and manage the account via the T-Mobile application and T-Mobile.com. Going forward, the authorized user of the account should not have problems when remitting a payment via the T-Mobile application or T-Mobile.com. We regret any inconvenience this may have caused 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. 341-8018.
Very truly yours,
T-MOBILE USA, INC.
Mercedes [redacted] Executive Response

November 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 November 23, 2016, regarding the above-referenced account.  We are pleased to report that we have contacted Mr. [redacted] and are actively working to address his concerns.
 
We regret to hear that Mr. [redacted] has any concerns regarding his T-Mobile account. According to our records Mr. [redacted] submitted a payment on October 25, 2016, in the amount of $250.00. Unfortunately, our records also reflect that on November 3, 2016, the check payment mentioned above was returned unpaid. Like other wireless operators and most retailers, in the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service.  T-Mobile accepts a number of payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail.  We encourage customers to choose a method that is right for them and prevent returned payments. 
 
As Mr. [redacted] was unable to remit an immediate payment to replace the unpaid check, on November 13, 2016, Mr. [redacted]’ account was cancelled for non-payment. In order to restore the services Mr. [redacted] was advised that he would need to pay the balance in full of $850.56. Although, Mr. [redacted] was appropriately advised the process to resume services following a cancelation for non-payment, as a courtesy, T-Mobile allowed Mr. [redacted] the opportunity to resume his account with a one-time payment of $250.00 to replace his dishonored check. Our records reflect that Mr. [redacted]’ account was resumed when his payment of $250.00 posted to his account on November 15, 2016.
 
Additionally, on November 22, 2016, T-Mobile contacted Mr. [redacted] who has agreed to a payment arrangement. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third-party collection agency.  Records indicate that Mr. [redacted] agreed to make a one-time payment of $100.00 on December 2, 2016, and a second payment of $150.00 on December 16, 2016. However, because these payments will not pay his balance in full, T-Mobile will continue to work with Mr. [redacted] on bi-weekly payments arrangements to bring his account current. Please note that Mr. [redacted] has accepted this offer as resolution to his concerns and considers this matter addressed to his 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

July 6, 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 June 24, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding her payment arrangements. Our records reflect that on May 27, 2017, Ms. [redacted] created a two part payment arrangement through www.my.T-Mobile.com. In the agreement Ms. [redacted] accepted to have $81.66 withdrawn automatically from her given credit card on June 3, 2017, and again on June 17, 2017.
As a reminder, T-Mobile sent a text message notification to the mobile number ending 4976 on May 31, 2017, and June 14, 2017, in an effort to remind Ms. [redacted] that her payment would be withdrawn as agreed. As such, both payments of $81.66 were completed and posted to Ms. [redacted]’s account on June 3, 2017, and June 17, 2017.
In addition to the payment arrangement withdrawals, our records reflect that on June 17, 2017, a second payment of $81.66 was submitted through our self-service option online. We apologize if it was not Ms. [redacted]’s intention to remit a second payment on June 17, 2017.
Nevertheless on June 22, 2017, T-Mobile refunded Ms. [redacted]’s payment of $81.66 back to her financial institution. Please note that it can take up to three business days for the funds to be reflected. It is T-Mobile’s position that it was not a T-Mobile error; however, as a gesture of goodwill, T-Mobile issued a one-time credit of $138.23 for a free month of service. Please note that on June 30, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her 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.
Adrianne F[redacted]
Executive Response

Revdex.com:
I   talked with BB via online chat and facebook chatThey  told me that my account has now zero balance since I  was never a t mobile subscriber.
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]

Complaint: [redacted]
I am rejecting this response because:  T-Mobile is making suggesting statements as to say that this account is not "new" after speaking with a customer service rep on the 2nd of March. DID NOT SAY I HAD A PAST DUE AMOUNT TO BE DUE ON THE 7TH OF MARCH.  With that being said, its as if T-Mobile has reached the point of calling me a liar and also withdrawn supported call on that date March 3. 2017. I've been hit with a balance later and also I want to say that I NEVER gotten a receipt text stating the amount of $369.17 was paid. Therefore, T-Mobile has turn every word I said against me and thriving to support customer service on a twisted information provided me to close the account.  Customer service also stated that they are NOT going to get my account back on track.  T-Mobile assume that I am not attempting to make payment arrangements which I tried in February but instead turned my phone off.  If this need the attention of Attorney General I will seek that legal aspect to assist if not resolved with Revdex.com. This ticket will not be closed until resolved fully. Not to satisfy T-Mobile but the customer, which is me. Not satisfied with response. Again, I appreciate the credit but I need a phone call and I do work T-Mobile can leave a message or maybe the network isn't allowing voice messages to be left on my phone. I am not refusing to speak with a person about this matter.  I just missed the call being that I am at work during the day.
Sincerely,
[redacted]

August 15, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted] & [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction.    T-Mobile regrets any difficulties Ms. [redacted] may have experienced in regards to unauthorized activity.  T-Mobile has completed its investigation of this matter and determined that the allegation of fraud was substantiated for the account number ending in 1271.  Therefore, Ms. [redacted] has been absolved of all financial responsibility for this account.   T-Mobile encourages Ms. [redacted] to contact the three major credit bureaus to make them aware that she has been a victim of identity theft.  They will instruct Ms. [redacted] further on how to protect herself.  Here is the contact information for the three major credit bureaus:   · TRW/Experian PO Box 949 Allen, TX 75013-0949 (888) 397-3742 · Equifax PO Box 740256 Atlanta, GA 30374 (800) 525–6285 · Transunion PO Box 6790 Fullerton, CA 92834 (800) 680-7289 Fax (714) 447–6034   In addition, in an effort to provide the Un-carrier experience and resolve this matter amicably, T-Mobile applied a onetime courtesy credit of $221.51 to Ms. [redacted]’s account ending in 7542 which is equivalent to one month of service leaving the account reflecting a zero 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.   Oscar T[redacted] Executive Response

March 22, 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 complainant. T-Mobile regrets any difficulties in Mr. [redacted] has experienced in trying to retrieve a SIM Unlock Code for his LG G4. As Mr. [redacted] won the LG G4 in a work raffle and it was not purchased by any normal means from T-Mobile, the IMEI [redacted] was listed as a non-T-Mobile device. Because of this T-Mobile was unable to unlock Mr. [redacted] device through our normal process. However, after further investigation T-Mobile was able to unlock the device on March 10, 2016. Mr. [redacted] has confirmed the LG G4 device is unlocked and working with a non-T-Mobile SIM card. We regret any inconvenience to him. 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

August 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 August 5, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any frustrations adding her free line of service may have caused Ms. [redacted]. Starting March 1, 2017, and ending at 11:59 p.m. PT on March 5, 2017, there was a promotion whereby eligible customers could activate an additional line of service for free so long as there was a minimum of two active voice lines on their account. Unfortunately, Ms. [redacted] did not activate a new line of service within the above timeframe. Therefore, Ms. [redacted] is not receiving the benefit of the above promotion. In an effort to amicably resolve this issue, T-Mobile has applied the This One’s On Us promotion to mobile number ending in [redacted] on Ms. [redacted]’s account as of August 18, 2017. Therefore, Ms. [redacted] will receive a monthly credit for the cost of mobile number ending in [redacted] each month, making the line of service free. Please note that the promotion may take up to two billing cycles to apply to the account.
Ms. [redacted] also outlined concerns regarding a rate plan change to our T-Mobile ONE rate plan. T-Mobile ONE voice for postpaid (tax inclusive) provides unlimited voice, messaging and high-speed data service, plus a variety of Un-carrier benefits to postpaid customers, with all taxes and fees included in the price. Upon speaking with Ms. [redacted] on August 15, 2017, she elected to have her rate plan changed to our T-Mobile ONE rate plan. Ms. [redacted] has five lines of voice service, including her free line of service ending in [redacted].
Finally, Ms. [redacted] had concerns regarding T-Mobile’s AutoPay feature which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Please be advised that the AutoPay feature is optional and not required. Furthermore T-Mobile records confirm Ms. [redacted]’s is not nor has she ever been enrolled in AutoPay. With Ms. [redacted]’s new T-Mobile ONE rate plan, Ms. [redacted] is eligible to save $25.00 each month should she enroll in AutoPay.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
James H[redacted]
Executive Response

January 4, 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 December 27, 2016, from Mr. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] may have experienced regarding his recent handset purchase. Our records confirm that on September 19, 2015, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 6S handset. A down payment for the device was not required, and Mr. [redacted] agreed to 24 monthly installments in the amount of $27.09. On October 22, 2016, Mr. [redacted] used our JUMP! upgrade program to purchase an Apple iPhone 7 handset using our EIP program. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the mount of $32.09. The JUMP! program allowed Mr. [redacted] to return his Apple iPhone 6S handset to T-Mobile in good working order, and the EIP for the device would be closed. Mr. [redacted] was then able to purchase the Apple iPhone 7 on a new EIP. Due to an inadvertent error, however, the EIP for the Apple iPhone 6S handset remained active, and Mr. [redacted] continued to be billed the monthly instalment of $27.09. In an effort to amicably resolve Mr. [redacted]’s concerns, on December 26, 2016, T-Mobile issued a credit to his account in the amount of $27.09 for the device installment billed to his November 10, 2016 billing statement. The EIP for the Apple iPhone 6S was closed as of December 29, 2016, and Mr. [redacted] will no longer be billed monthly for the device. Additionally, on December 31, 2016, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $27.09 for the EIP installment for the Apple iPhone 6S billed to his December 10, 2016 billing statement. Mr. [redacted] remitted a payment in the amount of $179.46 on January 2, 2017, and his account remains active, with a zero balance at this time. 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

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]

October 6, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 29, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] experienced upon activating T-Mobile service. We further regret the inadvertent billing of international long distance calls. T-Mobile records confirm the return of two handsets on August 18, 2015, one handset on August 19, 2015 and one handset on August 20, 2015, at the T-Mobile National Return Center. In an effort to resolve this matter amicably, T-Mobile has credited the canceled account to reflect a zero balance due to very limited usage with the four lines of service. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted] credit report to reflect the change. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* 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. 
My case may be closed, however I hope T-Mobile is able to identify these billing changes before they are implemented so that they can advise their customers before-hand to avoid confusion.
 
Sincerely, [redacted]