T-Mobile Usa Inc

January 30, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated January 19, 2016 regarding the above-referenced account. T-Mobile made several attempts to contact Ms. [redacted] both by phone and by email, but we were unsuccessful in reaching her. Regretfully, with the information available, T-Mobile is unable to locate the account associated with Ms. [redacted] letter to your office. T-Mobile would like the opportunity to speak with Ms. [redacted] and work toward an amicable resolution; we request that she contact me directly at the number below to discuss 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. Liana G[redacted] Executive Response

Complaint: [redacted]
I
I am rejecting this response because:Mr A[redacted] said he's benn unsucessful in reaching me he sent me an email at 10:30 PM and I returned his call and left a message with my contact information, I would like to speak with him personally 
Sincerely,
[redacted]

November 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding an unauthorized purchase of an Apple iPhone 7 Plus device on his T-Mobile account. Please be advised that T-Mobile has completed its investigation of this matter, and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for the equipment purchased on June 24, 2017, on his account.
T-Mobile spoke with Mr. [redacted] on October 26, 2017, and confirmed that his account has been cancelled and reflects a zero balance. Mr. [redacted] was satisfied with the resolution to his 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.
Amor M[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: T mobile customer service agreed whenever I call that the bill was incorrect . And they try to fix and apologize . And they lie they give the credit $200 so why they showing the balance $850 remaining balance axcept of showing the balance $650 . They are very tricky with bill . That's why I have to call alot of time every time ever month to fix it. I spoke to account executive after filling the complaint . He said it won't happen again.  It's just happen because of Revdex.com and I'm thankful for that . So again I want to tell everybody who is t mobile customer.  Check your bills thoroughly.  Even $1 makes a big difference. Thank You and God Bless 
Sincerely,
[redacted]

October 5, 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 September 30, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated [redacted] as an authorized user of the account. We are sorry to hear that Mr. [redacted] had concerns with the billing of his Samsung Galaxy S7 handset. Our records confirm that on August 23, 2016, Mr. [redacted] elected to do a JUMP! On Demand (“JOD”) upgrade by trading in his Samsung Galaxy S7 handset effectively closing out the lease, and starting a new lease on a Samsung Galaxy Note 7 handset. Please note that Mr. [redacted] was shipped a Samsung Galaxy Note 7 handset, and in the packaging was instructions on how to return the Samsung Galaxy S7 handset to the retail store. Please be advised that we do not have record of Mr. [redacted] returning the Samsung Galaxy S7 handset. Nevertheless, in an effort to amicably resolve this matter, on October 3, 2016, T-Mobile closed out the JOD lease for Mr. [redacted]’s Samsung Galaxy S7 handset. 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. Taylor B[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:I have also tried to get in contact with Mr S[redacted]. I left him a message with my final concern. I do not agree that this issue has been satisfied. Sincerely,[redacted]

September 6, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 August 25, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his recent attempts to utilize our website and mobile device application.  The T-Mobile website and mobile device application provide customers a convenient way to monitor their accounts, including usage, rate plan, and features, as well as providing an easy way to remit payment for their monthly service.  If Mr. [redacted] experiences issues utilizing the T-Mobile.com website or our mobile device application, T-Mobile recommends that he contact Customer Care at 800-937-8997 to get assistance with any questions he may have, as well as to perform the necessary troubleshooting to ensure that he is able to properly utilize these methods to manage his account.  Additionally, if Mr. [redacted] experiences any concerns regarding his balance owed for his service, T-Mobile recommends that he contact Customer Care to dispute any specific concerns he may have prior to remitting payment via the website or mobile device application.  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

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 11, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his billing concerns. We appreciate the opportunity to respond to this matter.
Our records reflect that Mr. [redacted] activated his service on October 6, 2016, and attempted to take advantage of the following promotions:

• 2016 T-Mobile ONE Affordable Smartphone on Us; and,
• 2016 Tablet on Us.
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, our records reflect that Mr. [redacted] met all of the requirements for our above referenced promotional offer until November 24, 2016, when he participated in a rate plan change. It should be noted that the plan that Mr. [redacted]’s account was migrated to was not an approved rate plan to continue to be eligible for our promotional offers. Accordingly, Mr. [redacted]’s account was released from the promotions and he stopped receiving monthly Equipment Installment Plan (“EIP”) credits.
Please be advised that our records reflect that on October 10, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Please note that our records reflect that Mr. [redacted] purchased the following:
• Three (3) Samsung On5 handsets, $149.99 full retail price for each device, $0.00 down payment, $6.25 per month for 24 months per unit;
• Three (3) Samsung On5 Impact Shield screen protectors, $24.99 full retail price for each, $0.00 down payment, $1.05 per month for 24 months per unit;
• Two (2) Samsung On5 DualPro protective cases, $29.99 full retail price each, $0.00 down payment, $1.25 per month for 24 months per case;
• One (1) Samsung On5 Flex Cover, $9.99 full retail price, $0.00 down payment, $0.42 per month for 24 months; and,
• One (1) Alcatel OneTouch Pop 7 LTE tablet, $129.99 full retail price, $0.00 down payment, $5.42 per month for 24 months.
Per the terms of the EIP, should an entire account be cancelled prior to the balance of the EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statement.
It should be noted that if services are cancelled on any line of service that was enrolled in any of our promotional offers, the remainder of the promotion will be forfeited.
T-Mobile records confirm that Mr. [redacted]’s billing statement dated May 10, 2017, carried a total balance due of $135.71. Please be advised that Mr. [redacted] was assessed charges for monthly access, EIP, and applicable taxes and fees for service from May 11, 2017, through June 10, 2017. Please note that Mr. [redacted]’s current statement charges were due in full by June 3, 2017.
T-Mobile records confirm that Mr. [redacted] canceled his mobile numbers ending 1137, 1388, and 9458 on May 18, 2017, when he ported them to another service provider. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through June 10, 2017.
T-Mobile records reflect that a $135.71 payment was received from Mr. [redacted]’s Visa card ending 4568 on June 1, 2017. Please note that this payment satisfied Mr. [redacted]’s account balance.
Although T-Mobile considers Mr. [redacted]’s billing and payment to be accurate, as a gesture of good faith, on June 19, 2017, T-Mobile approved a refund to Mr. [redacted]’s VISA card ending 4568 in the amount of $135.71. Additionally, although it is T-Mobile’s position that Mr. [redacted]’s account no longer qualifies for our aforementioned EIP promotions, on June 19, 2017, T-Mobile absolved Mr. [redacted]’s remaining $452.74 EIP balance. Please note that Mr. [redacted]’s account remains active with one Mobile Internet (“MI”) line of service, and his EIP will no longer impact his monthly billing. T-Mobile asks that Mr. [redacted] allow three to five business days for his refund to appear on his card account. Mr. [redacted] may contact Customer Care to cancel his remaining MI line of service, or he may continue to leave this line active on his current $10.00 per month rate plan, in addition to applicable taxes and fees.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jason A[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. In addition, an executive has accepted and refunded me my JOD account and all is good.
Sincerely,
[redacted]

May 9, 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 May 1, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same person.
T-Mobile regrets any ongoing concerns Ms. [redacted] experienced in regards to her account balance. As stated in our previous letter to your office, on April 12, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when Ms. [redacted] ported the number to another service provider. T-Mobile records confirm that on December 2, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”). Additionally, on December 15, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled at Ms. [redacted]’s request. However, Ms. [redacted]’s mobile number ending in [redacted] remained active and in use on the account as we did not receive a request for cancellation.
T-Mobile records confirm that on August 17, 2016, Ms. [redacted]’s billing statement reflected a balance owed of $121.06. On September 9, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zero. On September 17, 2016, Ms. [redacted]’s billing statement reflected a balance owed of $121.06. Records confirm that on September 25, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zero. On October 17, 2016 Ms. [redacted]’s billing statement reflected new charges of $120.96. Records confirm that on November 4, 2016, T-Mobile received a payment of $120.96, reducing the account balance to zero.
On November 17, 2016, Ms. [redacted]’s account reflected a balance owed of $121.96. As a payment was not received for this balance, it carried forward to Ms. [redacted]’s following billing statement dated December 17, 2016, which reflected new charges of $201.38, increasing the balance owed of $323.34. Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms. [redacted]’s January 17, 2017 billing statement, which reflected a balance owed of $47.68, increasing the balance owed to $371.02.
Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms. [redacted]’s February 17, 2017 billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $412.70. On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $386.70. As payment was not received for the full balance owed, it carried forward to Ms. [redacted]’s March 17, 2017, billing statement which reflected a balance owed of $134.25 for the accelerated charge of $119.94 for the above-referenced LG G4 handset, $5.00 late invoice charge and $9.31 in taxes, increasing the balance owed to $520.95. On April 13, 2017, T-Mobile applied a credit of $134.25, for the final billing statement total, reducing the balance owed to $386.70.
In an effort to amicably resolve the matter, on May 5, 2017, T-Mobile applied a credit of $89.36, for the billing cycle charges from January 17, 2017 through February 17, 2017, reducing the balance owed to $297.34. As Ms. [redacted] has expressed that she has additional payment documentation that reflects that she made additional payments to the account, T-Mobile has requested that she send her documentation to T-Mobile’s Executive Office within 30 days for review. T-Mobile will review Ms. [redacted]’s documentation and apply any missing payments to her balance should it be warranted. 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

August 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 Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding her account. T-Mobile takes customer security very seriously and we strive to ensure that our customer’s accounts are protected.  T-Mobile records indicate there is currently an active password listed for Ms. [redacted]’s account.    Please be advised that on July 24, 2017, Ms. [redacted] contacted T-Mobile’s Customer Care department and her billing cycle was changed from a close date of the 2nd of the month to the 7th of the month, updating the monthly due date to the 28th of every month.  Additionally, T-Mobile records do not reflect that a payment arrangement was initiated on July 24, 2017 for Ms. [redacted]’s past due balance.    Upon review, Ms. [redacted]’s account was suspended for non-payment on July 26, 2017.  Please be advised that a payment arrangement was established to resume service on July 26, 2017 through T-Mobile’s automated system with a payment scheduled for $72.92 on August 2, 2017 and $72.91 on August 16, 2017.  At the time that the account was reactivated, the account was assessed a $20.00 restore from suspension fee   Upon speaking with Ms. [redacted], a password was verified for the account.  The due date of the 28th was also confirmed.  In an effort to offer an amicable resolution, a total credit in the amount of $27.53 was applied for the restore from suspension fee and payment processing fee billed to Ms. [redacted]’s account.  Additionally, as an added courtesy the payment arrangement for Ms. [redacted]’s account was deleted and rather a collection hold was placed through August 30, 2017.  Ms. [redacted] was advised the hold prevents the account from suspension but does not automatically charge a payment and she must remit the payment manually to her account. T-Mobile regrets any inconvenience 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

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

April 28, 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 25, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret any concerns Ms. [redacted] may have experienced regarding her recent equipment replacement. Our records indicate that on October 31, 2014, Ms. [redacted] took advantage of Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy S5. At that time, Ms. [redacted] was not required to remit a down payment; however, she agreed to pay $51.42 for the taxes for the full retail price of the device, as well as agreed to a series of 24 monthly installments in the amount of $25.40. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, she is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange 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. T-Mobile records reflect that on November 15, 2015, Ms. [redacted] participated in the Limited Warranty Exchange process. Please be advised that if Ms. [redacted] believes her device is not functioning as expected, our Technical Support department can be contacted at 800-937-8997 to have the appropriate troubleshooting steps completed in order to confirm the handset is eligible for an exchange. Alternatively, if Ms. [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choice. Although it is T-Mobile position that all necessary actions have been take to resolve Ms. [redacted]’s equipment concerns, as a means of amicable resolution, and as a gesture of good faith, T-Mobile is willing to apply a courtesy credit of $183.96 for the remaining equipment balance for the Samsung Galaxy S5. If Ms. [redacted] would like to accept our offer or discuss this matter in further detail she is welcome to contact me at the number listed below no later than May 11, 2016. 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. Emilio S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me that is IF I did recieve the via email that T-Mobile claimed to submit to me.  I have not recieved any emails or statements from T-Mobiel.  And what there part of the email missing that I called NUMBEROUS times to get a statement from T-Mobile which I never got.  I am not trying to get OUT of paying a bill...  Thanks for the curtosey of crediting some of the Collection dues even when I should have not been turned over in the first place.  The total amount collection dues should have been removed.,  But if I have to pay a little more to get this resolved then I guess as a single parent of two will do that.  I will never use T-Mobile ever ever agian.  AND I will make sure that I will let people know T-Mobile is not where you want to do business with.  All I want is this to be resolved and T-Mobile out of my hair.  PLEASE TMobile send me that statment.   Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  I do think for such a long time waiting---------- they should have offered me some free minutes/data time.?

March 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 February 24, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his efforts to take advantage of our Black Friday 2016 Magenta Trade-In & Port-In and LG V20 trade-in offers.
Part of our Black Friday promotional offers from November 24, 2016 through December 21, 2016, T-Mobile offered new customers the ability to bring their phone number to T-Mobile, trade-in an eligible device, and purchase a phone on T-Mobile’s Equipment Installment Plan (“EIP") for the opportunity to receive a $200.00 prepaid MasterCard.
As part of our Black Friday LG trade-up offer, T-Mobile allowed customers to trade-in their fully paid off qualifying handset to T-Mobile and in exchange receive an LG V20 at no cost or a reduced cost after promotional monthly bill credits.
In review, T-Mobile’s 2016 Magenta Trade-In & Port-In and LG V20 Trade-Up promotional offers required that customers traded-in an eligible device which must be in working condition. We do regret that upon review of Mr. [redacted]’s Samsung Galaxy S 5 that was utilized as his trade-in for one of his two lines was found not to power on. As such, Mr. [redacted] would not be eligible for either promotional offer on one of his mobile numbers.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has applied a credit in the amount of $569.99 towards the EIP for Mr. [redacted]’s LG V20 which represents the T-Mobile promotional offer monthly credits for his LG V20 in one lump sum. As such, Mr. [redacted]’s updated EIP balance for his LG V20 is $60.01 which will remain on his EIP until paid in full. Furthermore, T-Mobile has agreed to apply a credit of $200.00 towards the account balance which represents his 2016 Magenta Trade-In & Port-In promotional offer. Mr. [redacted] presently has a credit balance of $103.50 following T-Mobile’s adjustment which will be applied to his next bill statement due on April 24, 2017.
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

June 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017 regarding the above-referenced account.
T-Mobile regrets any misunderstanding or inconvenience Ms. [redacted] experienced regarding her rate plan and the included features. Ms. [redacted] is subscribed to our Simple Choice Family Match Unlimited Talk, Text and Data promotional rate plan, which includes certain Un-Carrier features at no additional cost. Included features would be our Simple Global, Stateside International unlimited texting and our new Mobile without Borders. Ms. [redacted] concerns are in relations to our Mobile without Borders; this feature allows unlimited calling and texting between the U.S., Mexico, and Canada, mobile and landline calls included at no additional cost. Customers traveling to these areas are also provided high-speed data while roaming in Mexico and Canada (based on network capability and plan allotment).
However it should be noted that this feature is to allow our customers to stay connected to their family and friends while traveling to our border countries and is not intended for extended or permanent use in Mexico or Canada and extended use may result in being flagged as an Extreme Roamer. Please be assured that T-Mobile strives to 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 when Ms. [redacted] activated her account in a retail location.
In an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patterns. We strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs. This assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers.

Upon careful review of the usage on Ms. [redacted] account prior to cancellation; over several months, we have determined that the majority of her usage has not been on the T-Mobile network. In accordance with the Terms and Conditions of Ms. [redacted] service, T-Mobile elected to discontinue the service for mobile numbers ending in [redacted] and [redacted].

In an attempt to mitigate any inconvenience to Ms. [redacted], on May 22, 2017, we provided her with advance notice in order to allow her to have sufficient time to make arrangements to find a service provider in the areas that she most frequently uses her mobile phone services. Please be advised that two lines of service ending in [redacted] and [redacted] on Ms. [redacted] account were set to be cancelled on June 27, 2017.
At this time, in an effort to amicably resolve Ms. [redacted] concern, T-Mobile has provided the unlock information for both mobile devices and under the agreement to block roaming for the mobile number ending in [redacted] and that line of service will continue to have access to service with T-Mobile. However should that line of service for any reason have the roaming block removed and start using services off the T-Mobile network the process of cancellation could be resumed.
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.
Lauren L[redacted] Executive Response

March 31, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 30, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]’s concerns with regards to changing his rate plan online and charges assessed to the final billing statement. On November 14, 2015, Mr. [redacted]’s mobile number ending in 3728 was cancelled when the line of service was ported to another service provider. Mr. [redacted]’s account subsequently remained active with the mobile number ending in [redacted]. It is important to note that T-Mobile has no record of Mr. [redacted] requesting to change his rate plan from a family plan to an individual rate plan. As such, Mr. [redacted]’s account remained on the grandfathered Simple Choice Family Unlimited Talk and Text rate plan which does not include the Mobile Without Borders feature. The Mobile Without Borders feature expands our seamless calling and coverage area across the U.S., Mexico and Canada at no extra cost for T-Mobile’s currently offered Simple Choice North America rate plans. In most cases, customers may migrate to the Simple Choice North America at no extra costs. Additionally, the feature may be added to a grandfathered rate plan for $10.00 monthly. As Mr. [redacted] was on a grandfathered rate plan which did not include the Mobile Without Borders feature, he was assessed $9.31 for international calls to Canada at $0.49 per minute. Please note that voice charges vary by country. T-Mobile recommends that customers visit www.t-mobile.com/international to see the current rates in countries to which they will be calling. Our records also indicated that Mr. [redacted] canceled his account on March 21, 2016, when he ported his mobile number ending in [redacted] to another service provider. Mr. [redacted]’s billing cycle ran from the 21st of one month to the 20th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through April 20, 2016. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $131.49 which is equal to the final billing statement charges. As such, Mr. [redacted]’s account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

February 8, 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 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any misunderstanding regarding Ms. [redacted]’s recent inquiry regarding the pay off balance to her device. T-Mobile records confirm that Ms. [redacted] participated in T-Mobiles JUMP! On Demand. JUMP! On Demand is a lease program that breaks a phone’s cost down into 18 equal monthly payments with zero down upfront, upon approved credit. Please note that this program may require that a Capital Cost Reduction be paid up front to reduce the total amount of the lease and accompanying monthly payments, based on the customer’s personal credit history. Once a customer is in the JUMP! On Demand program, they can swap out for a new phone up to three times per year without having to pay to upgrade. If the customer does not upgrade (swap), at 18 months they will have the choice to either trade in or buy the phone for the remaining balance of what it would cost at full retail. The best part is, there isn’t an extra mark-up at the end – customers pay the difference between the phone at full retail and however much was paid during those 18 months. Although this offer isn’t for everybody, Jump! On Demand offers customers a great way to upgrade their devices without having to purchase a new phone off contract. T-Mobile records confirm that on August 17, 2015, Ms. [redacted] obtained an Apple iPhone 6 16GB in Silver device. Ms. [redacted] agreed to make 18-monthly payments of $27.00 per month. In review of Ms. [redacted]’s account, we confirm that the amount of remaining payments based on her lease agreement total $324.00; however, should Ms. [redacted] opt to purchase the device the cost is of $487.92. Although the devices purchase price is different than the monthly lease agreements and T-Mobile is unable to substantiate that Ms. [redacted] was quoted the payoff price of $324.00, as a courtesy to Ms. Ms. [redacted] and in an effort to amicably resolve the matter a credit of $163.92 has been issue to her account for the difference of the lease purchase amount and the current lease payments. Ms. [redacted] may contact Customer Care to initiate the payoff to the equipment lease. Please note that the amount of $163.92 is reflecting as a credit balance to Ms. [redacted]’s account. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: Of numerous of resasons, there were somethings mentioned & discussed amoungst Will & I conversation on 9/20/16 that weren't mentioned in this report; such as I was promised a iphone 7 plus jet black 128GB next business day shipping @ no cost shipping expected Nov 15th - Dec 12th. In addition to only being financed a total of $180 over 24 months once I recieve the iphone 7 plus jet black 128GB my monthly charge will be $7.50 for the phone. There was an cell spot router that I did recieve on 9/22/16 free of charge & it has helped my service work tremendously since.  Also my account has already been credited $175.67 for the past due balance for the phone service in addition to being credited a total of $750.89 for the I phone 7 plus jet black 128GB which leaves me to just pay $180 over 24months. However, what I can't understand is why do I still have a full bill for the month in the amount of $95.33 which bills me for the services starting 9/9 - 10/8. I should be credited from 9/9 - 9/22 as well which is the day my service began working properly since I recieved the cell spot router on 9/22. Therefore, I should only have to pay for services from 9/23 - 10/8. Not the full month. Sincerely,[redacted]