T-Mobile Usa Inc

Revdex.com:
 
Though I still think that Tmobile representatives are misleading and lack integrity, I appreciate the fact that I was contacted by Brandon, who then told that I would get 2 debit cards, each with 51.82, sent to my home address within 14 days.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that so long as Tmobile follows through with what was promised (both cards, not just one), I will take the loss and find that this resolution is satisfactory.
 
[redacted]

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

receipt of your correspondence dated April 16, 2016 regarding the above-referenced account. We are glad to inform you that T-Mobile has resolved all of Mr. [redacted]’s concerns to his satisfaction T-Mobile regrets any equipment concerns Mr. [redacted] experienced. Our records indicate on February 24, 2016, Mr. [redacted] purchased an HTC One M9 device on our Equipment Installment Plan (“EIP”) and agreed to pay $18.75 per month for 24 months. At the time of Mr. [redacted]’s purchase, T-Mobile provided a 14 days return period to Mr. [redacted] that allowed him to use the device to see if it met his needs. Additionally, our records show that Mr. [redacted] elected to add the optional Premium Handset Protection (“PHP”) feature that included warranty coverage to the device used on the mobile number ending in [redacted]. This feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it as defined in the program brochure. Please note that customers with PHP can contact T-Mobile to initiate an exchange under the PHP warranty program. The PHP warranty program provides customers with replacement equipment of the same or like-kind model, provided that the non-working equipment is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. As such, on April 14, 2016, Mr. [redacted] took advantage of his PHP feature and processed a warranty exchange and the replacement device was delivered to him on April 15, 2016. However, Mr. [redacted] continued to encounter issues with the camera and the picture quality. Further research shows there is currently a known issue with the HTC One M9 devices which can cause blurry or unfocused photos, pixilation, or grainy texture in pictures or loss of detail in photos. HTC, the manufacturer of this device, is working to improve the camera experience on the HTC One M9 in a future software update; unfortunately there is not an estimated time of resolution in place currently. T-Mobile regrets any dissatisfaction Mr. [redacted] encountered with his device. However, in an effort to resolve Mr. [redacted]’s concerns on April 19, 2016, T-Mobile offered to apply a credit of $37.50 which is equal to the amount he has paid towards his HTC One M9 device as well as any sales taxes and shipping costs and apply it towards the purchase of a new device if Mr. [redacted] is not satisfied with his current handset, however Mr. [redacted] declined our offer. As such, T-Mobile has agreed to allow Mr. [redacted] to return his HTC One M9 directly to the address below by or before May 19, 2016. Upon receipt, T-Mobile will apply a credit to pay off the EIP balance on the HTC One M9 device and absolve Mr. [redacted] of any financial responsibility linked to the returned device. In the meantime, Mr. [redacted] will continue to use his T-Mobile service with a device he currently owns and his account remains active with a credit balance of $17.48. T-Mobile USA Inc. Attention: [redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 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. [redacted] Executive Response

July 1, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

                        Your File No. [redacted]                        T-Mobile Account No. [redacted] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2015,regarding the above-referenced account.  Please be advised that we have made severalattempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort toaddress Ms. [redacted]’s concerns within this letter.  T-Mobilerecords indicate that on May 28, 2015, Ms. [redacted] qualified for and tookadvantage of our Equipment Installment Plan (“EIP”) offering with the purchaseof a Certified Preowned Apple iPhone 5S handset for use on her mobile numberending in [redacted].  EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms. [redacted]was asked to make a down payment in the amount of $138.00 and agree to a seriesof 24 monthly installments in the amount of $9.54.  Asof the time of Ms. [redacted]’s purchase of a her handset for use on the mobilenumber ending in [redacted] T-Mobile provided a 20-day return period which allowed Ms.[redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it couldhave been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable EIP entered into atthe time of the original purchase. T-Mobilerecords confirm that on June 1, 2015, Ms. [redacted] contacted Customer Care viaonline live chat and updated her System Identification Module (“SIM”) cardnumber for use on her iPhone 5S device.  T-Mobilerecords confirm that on June 2, 2015, Ms. [redacted] contacted Customer Care viaonline live chat where she reported that her iPhone 5S handset wasmalfunctioning and would not respond. Our records indicate that basic troubleshooting of the device had takenplace and Customer Care offered further troubleshooting assistance.  Please note that our records indicate thatMs. [redacted] advised our chat representative that she would seek assistance ata T-Mobile Retail Location.   Ourrecords confirm that later on June 2, 2015, Ms. [redacted] visited a retaillocation and processed a new EIP for an LG Stylo handset.  Please be advised that this EIP required a$108.00 down payment and a series of 24 monthly installments in the amount of$7.58.   Uponfurther review of Ms. [redacted]’s account, our records confirm that on June 2,2015, Ms. [redacted] contacted Technical Support for assistance regarding heriPhone 5S.  Please note that our recordsconfirm that Ms. [redacted] advised Technical Support that she had sincepurchased a replacement device, and was advised of her return period timeframe. Pleasebe advised that on June 2, 2015, Ms. [redacted] also contacted Customer Careregarding her iPhone 5S device return.  Ourrecords confirm that Ms. [redacted] was provided the address of our NationalReturn Center and was offered an account credit for the cost of her returnshipping and was ensured that if she incurred a restocking fee pertaining tothe return of the iPhone 5S handset, T-Mobile would waive this fee.   Itis important to note that on June 29, 2015, T-Mobile was able to validate thereturn of Ms. [redacted]’s iPhone 5S handset.  OnJune 29, 2015, T-Mobile attempted to contact Ms. [redacted] however she wasunable to be reached.  However, in an effortto amicably resolve Ms. [redacted]’s concerns, T-Mobile has closed Ms. [redacted]’sEIP that was associated to her iPhone 5S purchase.  It is important to note that Ms. [redacted]will receive an automated bill credit of $9.54 for her EIP fee that was assessedon her billing statement dated June 20, 2015, and will be reflected on the July20, 2015.  Additionally, on June 29,2015, T-Mobile applied a $15.65 bill credit to Ms. [redacted]’s account for herreturn shipping charge.   Ms. [redacted]’saccount remains in an active status with a balance of $137.01 for monthlyaccess and applicable taxes and fees for service between June 21, 2015, andJuly 20, 2015, and is due on July 13, 2015.  Please note that Ms. [redacted]’s card that wasused at the time of purchase for the iPhone 5S down payment and tax has beenqueued for a full refund.  It isimportant to note that Ms. [redacted]’s refund may take up to seven business daysfor processing.  T-Mobile asks that Ms.[redacted] contact myself directly if she has any further questions regardingthis matter.   Weregret any inconvenience that Ms. [redacted] may have experienced regarding thismatter.  Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted] Verytruly yours, T-MOBILEUSA, INC. JasonA[redacted] ExecutiveResponse

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced prepaid number. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any additional concerns that Ms. [redacted] experienced regarding her T-Mobile account. Upon speaking with Ms. [redacted] on May 26, 2017, T-Mobile initiated a refund in the amount of $61.10 via a prepaid refund card, consisting of $50.50 of prepaid monthly access charges, and $10.60 associated with the SIM card kit and taxes. The refund card will be delivered to the address Ms. [redacted] confirmed with T-Mobile within ten business days from May 26, 2017. Ms. [redacted]’s account remains closed 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 additional 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

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]

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 Phone Number: [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 prepaid mobile number.
T-Mobile records indicate that on April 18, 2017, Mr. [redacted] activated one line of service under the $75.00 Prepaid T-Mobile ONE rate plan. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted] area, T-Mobile shows that he should expect 4G LTE coverage in most buildings and homes.
Please note that T-Mobile allows customers to bring their own devices and we do not require that they purchase a device from us. The device must be compatible with our network and capable of using a T-Mobile System Identifying Module (“SIM”) card. However, full functionality on our network cannot be guaranteed when using a non-T-Mobile device. While an IMEI number is not required to activate service, if the IMEI associated with the handset has been blocked as either lost or stolen, the handset cannot be activated. Customers may check their device eligibility by visiting www.T-Mobile.com/bring-your-own-phone.html.
Upon speaking with Mr. [redacted] on May 1, 2017, he stated that he was no longer interested in continuing service with T-Mobile. While T-Mobile prepaid services are non-refundable, as a courtesy, T-Mobile sent Mr. [redacted] a refund prepaid card in the amount of $75.00. Mr. [redacted] should expect receipt of the refund card within the next 10 business days.
Additionally, 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 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.
Mercedes V[redacted]
Executive Response

August 5, 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 a letter dated July 27, 2015 from [redacted] 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 spoke to Mr. [redacted] on August 3, 2015 and he has indicated this is resolved to his satisfaction. T-Mobile regrets Mr. [redacted]’s concerns regarding his handset. Please be advised that T-Mobile provides customers with a one-year Limited Warranty on new T-Mobile handsets purchased from T-Mobile or T-Mobile authorized dealers. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please be advised that with each handset purchase a set of Terms and Conditions including the Limited Warranty policy is provided. This Limited Warranty states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” On occasion T-Mobile may offer an alternative handset however T-Mobile records do not show an alternative handset is available for Mr. [redacted]’s current handset. Another option available is that Mr. [redacted] may go directly through the handset manufacturer to confirm if the handset can be repaired. Please be advised Mr. [redacted] will need to agree to their terms as they are a separate company from T-Mobile. The device being utilized by the mobile number ending in [redacted] is under warranty until March 3, 2016. As the device is covered under the Limited Warranty, Mr. [redacted] has agreed to exchange his device through our Handset Exchange Program. On August 3, 2015, T-Mobile processed an exchange for Mr. [redacted]’s defective device which should arrive within four to six days. Please note that the Limited Warranty will remain with the replacement handset until March 3, 2016. 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. Ty R[redacted] Executive Response

Revdex.com:
-----Original Message-----
From: Me [mailto:[redacted]]
Sent: Wednesday, November 02, 2016 2:15 PM
To: Complaints <[email protected]>
Subject: Case resolved, thank you, [redacted]
 
Hello, my name is [redacted]
My complaint id # [redacted]
T mobile...

just call 2 hours ago and apologized that they were in the wrong and credit the right amount to my account. I thank you for your work for helping normal people like me.
 
Thank you,
[redacted]
 
 
Sent from my iPhone

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 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset. T-Mobile records reflect that Mr. [redacted] purchased an iPhone 6 Plus 64 GB Silver on October 24, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Our records confirm that the iPhone 6 Plus 64 GB is currently backordered by 44 days. Please be advised as T-Mobile being the service provider, we have no control over the stock by the manufacturer. Nevertheless, as we want to ensure that our customers are provided the best experience possible T-Mobile has been in contact with Mr. [redacted] via email. On November 23, 2016, T-Mobile has reached out to Mr. [redacted], and has offered to replace his current iPhone 6 Plus 64GB with a brand new iPhone 7 128GB at no cost as gesture of goodwill. Mr. [redacted] is welcome to contact me at the number below to accept this offer within 14-days from the date of this correspondence. 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

June 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 23, 2016, regarding the above-referenced account. Upon speaking with Ms. [redacted], T-Mobile was able to verify that she and Ms. [redacted] are the same person. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]' satisfaction. T-Mobile sincerely regrets if any third-party collection agency on T-Mobile’s behalf has been uncourteous. Upon speaking with Ms. [redacted] she identified the third-party collection agency as Amsher. T-Mobile thanks Ms. [redacted] for her feedback regarding Amsher and will forward it to the appropriate department for review. A review of Ms. [redacted]’ outstanding balance of $199.02 reflects the following: On March 4, 2015, a final billing statement in the amount of $374.02 was produced. This balance represents past due charges for the prior month of services rendered from February 14, 2015, through March 13, 2015, a $264.00 final month Equipment Installment Plan (“EIP”) charge for an Apple iPhone 5s purchased on February 10, 2014, and applicable taxes and fees. Please note that payment was not remitted to T-Mobile toward this balance. As a result of continued non-payment, the account was referred to a third-party collection agency, Diversified Consultants Inc. on June 12, 2015. During the period the account was with the collection agency Diversified Consultants Inc., Ms. [redacted] remitted five payments in the amount of $35.00 on July 17, 2015, August 14, 2015, September 11, 2015, October 9, 2015, and November 9, 2015. These payments left Ms. [redacted] with a remaining account balance of $199.02. It is important to note the account was later transferred to the third-party collection agency Amsher on February 14, 2016, which is where the account currently resides. Should Ms. [redacted] like to remit payment for the remaining balance on the account she my contact T-Mobile directly at 800-937-8997 or by contacting Amsher directly at 877-322-9724. Upon speaking with Ms. [redacted] she accepted this as 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. Zachary S[redacted] Executive Response

April 27, 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 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. In reviewing the coverage map for Ms. [redacted]’s area, T-Mobile confirmed that she should expect moderate coverage with 4G LTE available in some homes and buildings.
It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Additionally, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her participation in a T-Mobile promotional offer. Please note that there are several eligibility requirements which must be met in order to qualify for promotional offers. Regretfully, T-Mobile has no record of Ms. [redacted]’s submission for the Magenta Port-In offer.
According to our records, on April 12, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $300.00 for half of the value of the Magenta Port In offer for Ms. [redacted]’s mobile numbers ending in [redacted] Please note that this credit satisfied the balance of $276.08 from Ms. [redacted]’s billing statement dated April 10, 2017. Ms. [redacted]’s account remains active with a credit balance of $23.92.
In a continued effort to amicably resolve the matter and upon speaking to Ms. [redacted], on April 25, 2017, T-Mobile applied a credit in the amount of $300.00 toward Ms. [redacted]’s account for the remaining value of the Magenta Port In offer for Ms. [redacted]’s mobile numbers ending in [redacted]. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. Ms. [redacted]’s account remains active with a credit balance of $323.92.
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. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

February 8, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Ms. [redacted] has experienced regarding her account. T-Mobile records confirm that on January 5, 2017, Ms. [redacted] ordered an Apple iPhone SE, An Apple iPhone SE Otterbox, two SIM Starter kits, and a SIM Adapter at a cost of $511.49. Please note the account was systematically activated on January 6, 2017, one day after the order was placed. Further review indicates that the shipment for the equipment was refused by Ms. [redacted] and returned to T-Mobile on January 11, 2017. Please note it can take up to 30 days to receive a refund from the date equipment is received in our warehouse. In an effort to amicably resolve this matter, on January 29, 2017, T-Mobile processed a refund of $511.49 to the credit card Ms. [redacted] used to initiate the order. Please note this refund may take three to five business days to reflect on Ms. [redacted]’s bank statement. Additionally, T-Mobile has applied a credit of $145.20 to Ms. [redacted]’s account bringing the balance to zero. Ms. [redacted]’s account will remain closed with a zero balance. Upon speaking with Ms. [redacted] she accepted this as 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. Zachary S[redacted] Executive Response

September 13, 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 September 2, 2017, regarding the above-referenced account. We are pleased to report to your office that we have resolved Mr. [redacted]’s concerns regarding international charges.
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 recent contact with our Customer Care.
T-Mobile offers customers subscribed to eligible Simple Choice rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over 140 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan.
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and to Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.
It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.
T-Mobile offers a Simple Global blocking feature should customers choose not to utilize the included benefits of Simple Global. T-Mobile records indicate that Mr. [redacted] elected to place the blocking feature through his T-Mobile account on www.t-mobile.com. All of Mr. [redacted]’s lines of service were blocked with the exception of the mobile number ending in 5722. Upon review of Mr. [redacted]’s mobile number ending in 5722, it was subject to the text message rate of $0.50 per message plus applicable taxes totaling $45.76. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile contacted Mr. [redacted] to provide the blocking feature for the mobile number ending in 5722 and offered a credit for the usage charges in the amount of $45.76. It is important to note that Mr. [redacted]’s account had a credit balance of $15.00 prior to the credit offered. As Mr. [redacted] accepted this offer the account balance was updated to a credit balance of $60.46.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jhayd G[redacted]
Executive Response

February 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Our records indicate that on November 11, 2016, Mr. [redacted] returned his two Samsung Note 7s. In addition, T-Mobile applied the appropriate credits of $1,495.00 for Mr. [redacted]’ Samsung Note 7s and the Equipment Installment Plans (“EIP”) were closed.
T-Mobile records indicate that on October 24, 2016, and November 10, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG V20s. Mr. [redacted] was asked to make a down payment in the amount of $49.99 for each handset and agree to a series of 24-monthly installments in the amount of $30.00 for each handset.
In Mr. [redacted]’ correspondence, he makes reference to our LG V20 Launch offer, where customers could trade-in a smartphone and receive $200.00 for a trade-in value. Trade-in credits were handled in different ways depending on the option chosen. If the instant trade-in value was less than $200.00, the portion under $200.00 was applied towards the purchase of a new device and the remainder was applied as a one-time bill credit to the customer's account within two billing cycles. If the deferred trade-in value is less than $200.00, the difference was applied in a second bill credit. Customers were required to pay sales tax and any applicable down payment at the time of the purchase.
Our records further indicate that T-Mobile was unable to offer Mr. [redacted] a trade-in amount for his My Touch Slide and his My Touch Q Violet when he attempted to use them as his trade-ins for the LG V20 offer. Our records further indicate that Mr. [redacted] did not submit his request for the promotional $200.00 through www.t-mobile.com/promotions website and this is the reason he did not receive his bill credit. We regrets any misinformation regarding our promotions.
In an effort to amicably resolve this matter, on January 31, 2017, T-Mobile applied a courtesy credit of $400.00 to Mr. [redacted] account for the promotion for his two handsets. As of February 7, 2017, Mr. [redacted]’ account balance reflects a credit balance of $227.22. T-Mobile regrets any inconvenience to Mr. [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

Complaint: [redacted]
I am rejecting this response because:T-mobile: T-Mobile regrets any promotional concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] activated four lines of service November 20, 2017, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and $25.00 per additional line of service. [redacted] - The offer was for 4 lines for $120 - Not 2 lines for $130. T-Mobile should have recordings for numerous calls I have made in order to have my case resolved to confirm that no where there was mentioned from my side or representative that this was a $130 for 2 lines offer. The Black Friday weekend promotion from the T-mobile store included trading an iphone 6 (or other) phone for $100 fee for a new iphone 7 and a rebate of $200 in a form of a gift card for each phone traded. The phones were told by the sales team to be one time offer and no additional monthly charges for the handset if the phone is a regular iphone 7. I traded in 2 iphone 6 phones and got one iphone 7 and another iphone 7 glossy black 128 GB for which I had to pay an additional $110, which I did from the first bill T-mobile charged me. In the T-mobile store I was told that one my [redacted] phones was still under contract, upon contacting [redacted] with the T-mobile sales agent in the store with me, [redacted] confirmed a termination fee for $115 to which the T-mobile sales agent confirmed that it will be given to me in the form of a gift card.  I recieved no gift cards for any phones or contract termination and my monthly bill is still more than $120.   
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:You stated within your response that you rejected my filing in May and I had 60 days to send a new one. The first file I submitted was incorrectly submitted and I realized this within three days and called T-Mobile. Your T-mobile representative said that there was no way to remove a file already submitted, but to just submit a new one accurately. I did as your representative suggested. On April 16th, three days after the first file was submitted, I submitted a new file ensuring that all requirements were met. As you distinctly can see within both of the screen clips provided. The second one submitted April 16th is the one that has yet to receive a response and is the one I was referring to within my first complaint. It clearly states "Please allow up to 8 weeks for processing". It has now been "processing" for 83 days, which is 11 weeks and 6 days. I called T-Mobile regarding the issue after the 8 week period had passed and when I finally got to representatives that would speak to me, you had one manger state that she didn't understand and it should have already been taken care of. You had someone within your affiliated department for ETF Reimbursement state that she was confused and it should have already been taken care of because I clearly followed all necessary procedures. The woman in this ETF Reimbursement department then had me on hold to clarify with her manager and she relayed that her manager stated, "We have had a lot of people participating in this promotion.." and essentially stated we will get around to your file when we get the time and feel less over-whelmed. That shouldn't be any of my concern. T-Mobile offered to pay off my ETF with [redacted] and stated it would be "up to 8 weeks for processing". It has been nearly 12 weeks for processing. I submitted the original complaint stating that if I had just sold my phone rather than trading it in to pursue this promotion I would have been left with a lot more money and a lot less hassle. Without even calculating what my previous phone would have been worth then, prior to the new edition being released, I simply looked at what T-Mobile would sell my previous phone at now. Looking up a Samsung Galaxy S5 16GB on the T-Mobile website right now, it states that under the conditions of excellent credit and with a discount the phone would be sold at $529.92. That means that $529.92 is the least amount of money someone would spend on it, because T-Mobile would make more money without the discount or with someone who does not have excellent credit. I have been through so much stress with this promotion and that is why I requested a resolution of sending me $529.92. Realistically the phone was worth much more in April, but I didn't want to go through more stress trying to calculate that precise worth. My phone had an Otterbox case and had a thin glass extra front screen protector on it before I even left the [redacted] store. I still had the box that I purchased the phone. The phone I turned in to T-Mobile could have been sold at the quality of a brand new Samsung Galaxy S5 for much more than $529.92, but instead I trusted in your company's promotion and offer. Now for 11 weeks and 6 days I have waited for your company to follow through with their end of the job. The images provided are screen shots from today, meaning that even after submitting my complaint, the files have still not yet been addressed. I didn't respond to the phone calls because I stated that I would prefer to communicate by email or Revdex.com to have a paper trail for my own protection. I sent a reply email on July 6th to the following representative at T-Mobile: Ty R[redacted], Executive Response, Office of the President/CEO, Desk: [redacted] ext. [redacted]". After everything I have been through and all the calls I have made I don't have the time to call another representative and I would like to have something tangible for my own peace of mind. Below I am going to provide the body content of my email from July 6th:"I submitted a claim with the Revdex.com June 30, 2015 concerning the above referenced account.  You keep expressing for me to contact you by phone at my "convenience".  Monday through Friday 8:00am to 4:30pm pt. You state that if I am unable to reach you, that you'd like for me to leave a voicemail with my name and T-Mobile number and you will return your call shortly after.You have since called me repeatedly. I am aware of your phone number and the times that you are available. [redacted] extension [redacted].I am not calling you, because I work 8-17 Monday through Friday, plus a second job. I will try to seek an opportunity to call you at my earliest "convenience", so please stop calling me. I understand that you are trying to resolve my concerns, but there is a reason that I stated I prefer to communicate by email. The few days I had off in the last month were spent talking to your multitude of offices at T-Mobile or trying to reach them. I appreciate you reaching out to me, but I don't appreciate the voice-mails I find on my phone on a daily basis.If we can converse through email, it would be greatly appreciated"Now, I have received a message through Revdex.com stating that a T-Mobile representative would like to remove my complaint, because I refused to speak to him verbally and directly. This is getting ridiculous. I thought we could be professional about this and I am so grateful for the Revdex.com, which seems to be the best thing for me at this time, since communicating with T-Mobile directly seems to lack professionalism. I stand by original request of a resolution by sending me $529.92. I hope to hear back soon from T-Mobile through Revdex.com.Sincerely,[redacted]

June 29, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 correspondencedated June 23, 2015, regarding the above-referenced account.   T-Mobile records confirm that a replacement Samsung Galaxy S4 was sentto Ms. [redacted] on May 15, 2015.  Inaddition, we examined the returned device with IMEI [redacted] and it wasfound to have sustained physical damage, which is not covered under thewarranty.  Although we troubleshoot thehandsets prior to performing a handset exchange pursuant to the above policy,this is not the final exam.  Upon receiptof the non-working handset, we have trained technicians who dismantle andexamine the handsets.  A warning of thepossibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted]at the time of the exchange.  Thisinformation is also in the user’s manual and in the material that accompaniesthe replacement handset.  Based on theabove information it is T-Mobile’s position that the out-of-warranty fee wasvalidly assessed and we respectfully decline to waive this fee.  In Ms. [redacted] correspondence she indicates that the device had nophysical damage at the time the device was shipped.  Unfortunately, the device that arrived atT-Mobile had a cracked LCD screen.  Aphoto of the damage can be seen at http://[redacted]. To view the correct image, Ms. [redacted] willneed to reference the device’s order number [redacted].  It is T-Mobile’s position that Ms. [redacted] wasaccurately charged based on the device’s physical damage.  Although the charge is considered valid, as a gesture of goodwillT-Mobile has agreed to issue credit in the amount of $432.00 for the device’sout-of-warranty fee charge.  It isimportant to note that for future exchanges processed within T-Mobile’s limitedwarranty, standard guidelines will apply.  Additionally it isimportant to note that Ms. [redacted] line of service ending in [redacted] has the JUMP!feature.  Following the initial launch ofour JUMP! program, we made some changes and launched the new JUMP! 2 featurewhich provides customers all the coverage offered by our Premium HandsetProtection bundle (handset insurance and extended warranty), Mobile Securitywith Lookout, plus the benefit of trading-in their current device financedthrough an Equipment Installment Plan (EIP) for a credit of the remaining EIPbalance due, up to one-half of the original retail price of that device.  Customers enrolled in JUMP! 2 are providedwith unlimited opportunities to upgrade the device they enrolled in JUMP! 2with no waiting period.   In addition to theabove benefits, the JUMP! feature provides coverage offered by [redacted] incases of equipment loss, theft, accidental damage, and in-warranty andout-of-warranty malfunctions at the replacement cost of the deductible.  Please note that [redacted] and T-Mobile areseparate companies, each with separate policies.  [redacted] requires that the customer pay apre-determined deductible based on the handset model in order to obtain areplacement handset.  The amount ofdeductible for the Samsung Galaxy S 4 is $175.00.  Additionally, [redacted] may send areconditioned handset as a replacement when an equipment claim is made.  Ms. [redacted] may also contact [redacted] at[redacted] for additional claim information.  On June 26, 2015,T-Mobile contacted Ms. [redacted] and presented our stance with the credit offertowards the out of warranty fee in which Ms. [redacted] accepted our offer asresolution.  T-Mobile regrets anyinconvenience Ms. [redacted] may have experienced.  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Sacny 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 agree to receive the prepaid debit card in the amount mentioned. I will wait 7-10 days for the card and hope that all is resolved and that there will be no future need to come to these terms. Sincerely, [redacted]

September 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to payments from her personal checking account. As of September 25, 2017, in an effort to provide an amicable resolution, Ms. [redacted] was advised to provide documentation from her financial institution showing the charges referenced in her complaint which she may email to me at [redacted]@T-Mobile.com.  Once the documentation is received, if we discover any error, applicable credits will be issued 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.   Jessica G[redacted] Executive Response Tell us why here...

May 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 May 5, 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 has been resolved to his satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced while attempting to remedy this situation. T-Mobile records confirm that on May 4, 2017, Mr. [redacted] spoke with a member of Customer Care who closed the remaining balances owed on the two Samsung Galaxy S7 Edge devices and Sync UP device that were on Equipment Installment Plans (“EIP”), to address the concerns with the Samsung BOGO offer and Sync UP promotional concerns those sets of equipment. T-Mobile records also confirm that Mr. [redacted] is subscribed to the Insider Hookup promotion which provides him a 20% off his monthly recurring charges for the rate plan he subscribes to for the lifetime of the account.
On May 11, 2017, T-Mobile contacted Mr. [redacted] to confirm the resolution provided regarding the three aforementioned devices and discount. T-Mobile records indicate a call back is scheduled with Mr. [redacted] by the Customer Care leadership member on May 24, 2017, to confirm adjustments towards, and discuss the following billing statement. T-Mobile will be following up with Mr. [redacted] on May 25, 2017, to confirm resolution. T-Mobile also provided direct contact information so that he may reach out to me directly should he have any questions regarding these matters in the interim. Pursuant to our conversation, Mr. [redacted] is satisfied with the results, 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