T-Mobile Usa Inc

November 10, 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 2, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
We are sorry to hear that Ms. [redacted] had a dispute regarding her billing. T-Mobile records indicate that on November 4, 2015, Ms. [redacted] qualified for and took advantage of our JUMP On Demand (“JOD”) offering with a lease of the Samsung Note 5.  JOD is a new way for customers to upgrade to the hottest devices whenever they want. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
 
At the time of lease, Ms. [redacted] was not required to make a down payment; however, she then agreed to a series of 18 monthly installments in the amount of $29.00 plus $2.16 tax, which will appeared on the first bill following the lease of the device. 
 
Additionally, on November 4, 2015, and November 5, 2015, Ms. [redacted] accepted Equipment Installment Plans (“EIP”) for accessories for her new Samsung Note 5; an S-View Black case and a Puretek Roll On Glass screen protector. At the time of purchase, Ms. [redacted] was not required to make a down payment, however she accepted to 24 monthly installments of $3.86 which also appeared on the first billing statement following the purchase.
 
Our records further reflect that on June 19, 2016, Ms. [redacted] experienced complications with her device following a software upgrade and she went into the T-Mobile retail location for a troubleshooting and a possible replacement. Due to an inadvertent administration error, the retail representative completed a JOD upgrade instead of an exchange, replacing her defective Samsung Note 5 for a new Samsung Note 5 with a new JOD lease. Due to a system error, the description on the new device reflected the Samsung Galaxy S6 Edge however, the unique serial number or International Mobile Equipment Identifier (“IMEI”), was reflecting Ms. [redacted]’s new Samsung Note 5. We apologize for the inconvenience and confusion this caused Ms. [redacted].
 
T-Mobile records sadly reflect that Ms. [redacted] then canceled her account on September 27, 2016, when she ported her mobile number ending 8003 to another service provider. Ms. [redacted] billing cycle ran from the 24th of one month to the 23rd 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, Ms. [redacted] was billed through October 23, 2016.
 
It is important to note that customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. As Ms. [redacted] did not return the device, she was billed a total of $330.41 for the remaining lease payments and taxes plus $119.26 for the purchase price option on her final billing statement dated October 24, 2016.
 
Additionally, Ms. [redacted] had an outstanding EIP for her accessories, therefore when the account was canceled the remaining EIP balance of $48.62 was accelerated and posted to the final billing.  It is T-Mobile's position that the remaining EIP balance is valid and owed.
 
Although, it is T-Mobile’s position that Ms. [redacted] was billed accordingly for the JOD lease based on the serial number and was fraud was not substantiated, as a courtesy and in an effort to resolve her concerns, T-Mobile has issued a credit in the amount of $596.30, consisting of the JOD accelerated payments, purchase price option and the prorated monthly access charges from September 28, 2016, through October 23, 2016. This leaves Ms. [redacted]’s account closed with a final balance of $150.76 consisting of $93.18 monthly access charges and JOD payment from August 24, 2016, through September 23, 2016, $8.96 prorated charges from September 24, 2016, through September 27, 2016 and the accelerated Note 5 accessories. Please note that on November 7, 2016, 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.
 
Christina S[redacted]
Executive Response

April 12, 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 9, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated to the 2016 Friends and Family Two Lines On Us promotion and the recent change of his rate plan.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers. To be eligible for up to two free lines of service via monthly promotional bill credits, Mr. [redacted] was required to activate up to two new lines during the promotional timeframe and maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines needed to be newly added lines, not existing lines, and customers were only eligible to have up to two free lines per account.
According to our records on November 27, 2016, Mr. [redacted] activated the voice line ending in [redacted] and the mobile internet (“MI”) line ending in [redacted]. Please be advised that the line ending in [redacted] is an add-on-line on the account and it was charged an additional $25.00 per month. The mobile internet line ending in [redacted] was subscribed to our Simple Choice North America MI 6 GB rate plan for $35.00 per month and on February 13, 2017, pursuant to Mr. [redacted]’s request, the MI rate plan was changed to the T-Mobile ONE Tablet rate plan for $ 75.00 per month. Please note that on all of our T-Mobile ONE rate plans for postpaid accounts customers are eligible for a $5.00 monthly bill credit on each line of service.
Regrettably, Mr. [redacted] is not eligible for the 2016 Friends and Family 2 lines On Us promotion as the above mentioned lines of service were not activated during the promotional timeframe. Additionally, on April 9, 2017, pursuant to Mr. [redacted]’s request, the mobile internet line ending in [redacted] was cancelled.
On February 13 2017, pursuant to Mr. [redacted]’s request, T-Mobile changed his rate plan to T-Mobile ONE Taxes Included rate plan which will total $205.00 per month for his four voice lines of service ending in [redacted] and [redacted]. Please note that when the rate plan change was completed on Mr. [redacted]’s account the new rate plan was backdated to take effect at the beginning of the billing cycle; as he is billed a month in advanced, this caused the account to generate prorated charges for the current and upcoming billing cycles.
Additionally, the mobile wearable lines ending in [redacted], and [redacted] are subscribed to T-Mobile ONE Wearable Taxes Included rate plan for $20.00 per line each month. Wearable lines are eligible for a $10.00 Hybrid discount provided that they are on an account with an active voice line(s). Please note that Mr. [redacted]’s account receives the hybrid discount for the wearable lines and the AutoPay bill credits, reducing his estimated monthly recurring charge to approximately $220.00 per month.

In an effort to amicably resolve Mr. [redacted]’s concerns, on April 11, 2017, T-Mobile issued a one-time courtesy credit in the amount of $70.00, leaving the account with a credit balance in the amount of $935.99. 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.
Aika A[redacted]
Executive Response

April 6, 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 March 29, 2017, regarding the above-referenced file number. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding a credit inquiry from T-Mobile on his credit report. All customers applying for new service with T-Mobile are required to have a credit check. In order to run a credit check, customers are required to provide valid government-issued photo ID including a social security number. T-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements.
Nevertheless, upon speaking to Mr. [redacted] and in an effort to amicably resolve the matter, T-Mobile has requested that the recent credit inquiry from T-Mobile be removed from Mr. [redacted]’s credit report. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

Revdex.com:
From:[redacted]          [redacted] 
        [redacted] [redacted]     Good morning Victoria Carrillo,   I, [redacted] request the complaint I filed Case# [redacted] on 4/24/2017 be closed or...

cancelled. I spoke with T-Mobile and there was misunderstanding on my part of their "Return Process Time". I apologize for any inconvenience.   Confirmation email requested.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

May 31, 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 May 18, 2017, regarding the above-referenced account.  T-Mobile records indicate the account holder of record is [redacted]. Further review confirms that Ms. [redacted] and Ms. [redacted] are in fact the same person.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced in regards to her T-Mobile billing and appreciates the opportunity to respond to her concerns. Please note that T-Mobile attempted to reach Ms. [redacted] by phone on March 27, 2017, May 19, 2017, and May 27, 2017. Additionally, T-Mobile contacted Ms. [redacted] via the e-mail address provided to your office on March 27, 2017, May 19, 2017, May 22, 2017, and finally on May 27, 2017. Regrettably, our attempts to reach Ms. [redacted] were unsuccessful.
As previously indicated in our letter to your office dated April 3, 2017, under file number [redacted] Ms. [redacted]’ 18-month JUMP! on Demand (“JOD”) lease period for the Samsung Galaxy Note 5 was completed and as Ms. [redacted] retained possession of the handset the final Purchase Option Price (“POP”) of $192.67 as well as applicable taxes on the remaining $192.67 were assessed to the billing statement dated March 17, 2017.
It remains T-Mobile’s position that the POP and applicable taxes were validly assessed; however, as a courtesy to Ms. [redacted], on April 10, 2017, T-Mobile created a payment arrangement for the $192.67 breaking up the cost; as such, $31.39 is being added to Ms. [redacted]’ monthly bill over the next six months.
Ms. [redacted]’ billing statement dated April 17, 2017, reflects a total balance due in the amount of $511.95. Please note that $118.07 was considered past due. Ms. [redacted] was then assessed $393.88 in monthly recurring charges, equipment, late fee, restore from suspend fees, as well as applicable taxes and fees for the billing cycle dates of March 17, 2017, through April 16, 2017, which was due on May 9, 2017.
A review of the account confirms that Ms. [redacted]’ payment that was due on April 9, 2017, was not received on time and as such, on April 24, 2017, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Ms. [redacted]’ services were then restored when she agreed to a payment arrangement for the full balance of the account to be paid on April 25, 2017, and she was assessed a $20.00 restore from suspension fee per line of service.
As Ms. [redacted]’ account continued in a financially delinquent status and the aforementioned terms of the payment arrangement were not met on April 27, 2017, Ms. [redacted]’ account was suspended a second time. Therefore, when Ms. [redacted] made a payment on April 28, 2017, and the account was reactivated, her account was assessed a $20.00 restore from suspension fee per line of service which are reflected on her billing statement dated May 17, 2017.
Ms. [redacted]’ billing statement dated May 17, 2017, reflects a total balance due in the amount of $676.44. Please note that $246.95 was considered past due. Ms. [redacted] was then assessed $429.49 in monthly recurring charges, equipment, late fee, restore from suspend fees, as well as applicable taxes and fees for the billing cycle dates of April 17, 2017, through May 16, 2017, which was due on June 9, 2017. Ms. [redacted] then received promotional credits between May 18, 2017, and May 22, 2017, totaling $11.00 resulting in an updated balance in the amount of $665.44.
Nevertheless, in an further effort to resolve Ms. [redacted]’ concerns on May 27, 2017, T-Mobile issued credits totaling $228.80 for the restore from suspend fees on her April and May 2017 billing statements resulting in an updated balance of $436.64 which is due on June 9, 2017. 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.
Shannon R[redacted] Executive Response

January 11, 2018FILED ELECTRONICALLYBureau 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 correspondence dated October 23, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns that Ms. [redacted] may have regarding her T-Mobile account.  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]’ contact with our Customer Care.T-Mobile records confirm that in our prior response to your office under file number [redacted], T-Mobile changed Ms. [redacted]’ rate plan back to her original plan which is 2 Lines T-Mobile ONE All In promotional rate plan wherein for $110.00 per month, Ms. [redacted] is provided with unlimited talking, texting and data with up to 4G/LTE speeds depending on device capability for her mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] is also subscribed to the $2.00 detailed billing feature. Additionally, Ms. [redacted] has two Mobile Internet (“MI”) lines which are billed as follows:• MI number ending in 6653 which is subscribed to the $20.00 per month T-Mobile ONE Wearable rate plan.  Furthermore, the MI number ending in 6653 is subscribed to the $12.00 JUMP! MI feature. • MI number ending in 8105 which is subscribed to the $25.00 2GB Mobile Internet rate plan.Ms. [redacted] qualified for and took advantage of the following Equipment Installment Plan ("EIP") offerings:• A Samsung Gear S3 Frontier watch, with a down payment of $16.00 and 23-monthly installments in the amount of $16.00 and one final installment in the amount of $15.99. • A Samsung Galaxy S8 T21 Impact Shield, with no down payment but with 23-monthly installments in the amount of $1.46 and one final installment in the amount of $1.41. • A ZTE SyncUP drive device, with no down payment but with 24-monthly installments in the amount of $2.00.• An Apple iPhone 7 Plus T21 EVO glass protector, with no down payment but with 23-monthly installments in the amount of $1.88 and one final installment in the amount of $1.75. • An Apple iPhone 7 Plus OB Defender case, with no down payment but with 23-monthly installments in the amount of $2.50 and one final installment in the amount of $2.49.• An Apple iPhone 7 Plus 128GB handset, with a down payment of $149.99 as well as 24-monthly installments in the amount of $30.00.  • A Samsung Gear S3 Frontier watch, with a down payment of $19.99 and 24-monthly installments in the amount of $16.00. • A Samsung Convertible charging stand, with no down payment but with 23-monthly installments in the amount of $3.75 and one final installment in the amount of $3.74. • A Samsung Iconx headset, with no down payment but with 23-monthly installments in the amount of $8.34 and one final installment in the amount of $8.17. • A Samsung Galaxy S8 defender case, with no down payment but with 23-monthly installments in the amount of $2.09 and one final installment in the amount of $1.92.• A Samsung Galaxy S8 Plus handset, with a $130.00 down payment as well as 24-monthly installments in the amount of $30.00.• A Samsung Galaxy S8 Plus Otterbox defender case, with no down payment and 23 monthly installments in the amount of $2.50 and one final installment in the amount of $2.49.Based on the above findings, Ms. [redacted]’ bill is estimated to be $285.52. After reviewing Ms. [redacted]’ billing statements, it is T-Mobile’s position that Ms. [redacted] has been billed correctly.  It is important to note that in our prior response to your office under file number [redacted], on August 29, 2017, Ms. [redacted] completed a Change of Responsibility for her mobile number ending in [redacted]  A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  It is important to note that any open balance on an account at the time a COR is completed, the balance does not transfer the new customer and the billing responsible party of the transferring account will remain responsible for it. T-Mobile investigated this matter and found that Ms. [redacted] was no longer financially responsible for the mobile number ending in [redacted]  However, the new account holder did not accept financial responsibility for the EIP associated with the handset in use by that mobile number.  As such, the remaining EIP balance for the Apple iPhone 7 Plus 128GB handset, the Apple iPhone 7 Plus T21 EVO glass screen protector and the Apple iPhone 7 Plus OB defender case was not transferred to the new account.  Ms. [redacted] will remain responsible for the mentioned EIP loans.  T-Mobile records confirm that Ms. [redacted] attempted to add a line on her account to use this device; however, as her account was past due at the time of her wanting to add it, she was advised that the account had to be current. Upon speaking to Ms. [redacted] she advised that she is using the handset on her account now and has no further concerns regarding this matter. As previously offered on November 2, 2017, T-Mobile applied credits totaling $352.52 to Ms. [redacted]’ account which was assessed to her November 12, 2017, billing statement and it can be viewed by visiting www.t-mobile.com.  It is T-Mobile’s position that all credits promised to Ms. [redacted] have been applied and as such we respectfully decline any request for further compensation. In Ms. [redacted]’ correspondence to your office she stated that she was offered a 12 part payment arrangement for her balance.  Regretfully, T-Mobile was unable to find any documentation with this offer.   It is important to note that based on a customer’s current situation and account balance, T-Mobile may have the ability to offer a payment arrangement to allow a customer additional time to make a payment.  Please be advised that there are a number of factors that contribute to a customer’s eligibility.  However, T-Mobile cannot guarantee a payment arrangement will be offered. If a payment arrangement is offered there is no guarantee of service.  After review of Ms. [redacted]’ account, on January 4, 2018, a two part payment arrangement was set up wherein she agreed to pay $86.54 on January 11, 2018, and $346.16 on January 25, 2018.In an effort to amicably resolve this matter, T-Mobile set up an Extended Payment Schedule (“EPS") for Ms. [redacted] for the balance of $432.70. Ms. [redacted] agreed to pay this EPS over nine months.  The first eight payments will be $48.07 and the ninth and final payment will be $48.14.  Please be advised that an EPS allows the customer to pay their balance over a period of time as well as brings the customer’s account current.  As of January 8, 2018, the above mentioned payment arrangement has been removed and Ms. [redacted] has a zero balance and her account remains active.  Ms. [redacted] accepted this as resolution to her concerns. 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] ext. [redacted].

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has in regards to the purchase option price for a handset in her account. T-Mobile records indicate that on July 18, 2015, Ms. [redacted] qualified for our JUMP! On Demand (“JOD”) offering with the lease of an iPhone 6 16 gigabyte (“GB”) handset for mobile number ending in 6792. Ms. [redacted] was not required to make a capital cost reduction payment and then she agreed to an 18-monthly lease payment for $27.00 a month with a purchase option price of $163.92. Please note that all pricing is before any applicable taxes.
JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. At the end of the lease, qualified customers are provided with the option to finance the purchase option price with a no-interest, nine month installment plan. This is also referred to as Purchase Option Installment Plan (POIP). Taxes on POP are due at time of POIP creation.
Our records further indicate that on March 15, 2016, Ms. [redacted] provided permission for a COR to be processed on her mobile numbers ending in [redacted] and [redacted]. On March 17, 2016, the COR was completed and Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] were transferred to a new account and owner. Unfortunately, JOD leases are not eligible to be transferred to another account when a COR is processed. We are sorry for any misinformation in regards to our COR process.
Please be advised that as Ms. [redacted]’s lease agreement came to an end, as such, the purchase option price for the above mentioned iPhone 6 handset became due and is reflecting in Ms. [redacted]’s billing statement dated February 20, 2017. Unfortunately, since the above number was no longer active on Ms. [redacted]’s account, the POIP was not an available option. Please note that T-Mobile considers the charge to be valid and owed. However, in an effort to amicably resolve Ms. [redacted]’s concern on March 28, 2017, T-Mobile applied a $176.62 credit. Ms. Account currently reflects a balance of $259.81 due on April 7, 2017. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.
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.
Juan B[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: They charged my credit card three times. My bill should have dropped by 60.00 a month when I switch plans. No allowance for that. That is why they lost me as a customer (I can't even remember went I started with them). I had also paid off my equipment and they are still charging me as if I still owed them money for the equipment (they used the money I paid to pay off my equipment on my next months bill). I was on paperless billing so when I changed companies I could not resign in to see what they were charging for my final billings. I had no problems with their service, just will all of their lying. Sincerely,[redacted]

December 28, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 19, 2015, regarding the above-referenced account. 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 for any inconvenience experience by Ms. [redacted] regarding her equipment trade-in value. Our records indicate that on September 20, 2015, Ms. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining one iPhone 6s Space Gray 64GB of memory handset, under the mobile number ending in 0811. JOD is a lease program and not a purchasing option. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Customer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of device. Customers only pay taxes on the capital cost reduction at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billing statement. At the time, Ms. [redacted] was asked to make a down payment of $99.99 and agreed to 18 monthly payments of $26.00 plus applicable taxes. Starting on September 12, 2015, for a limited time, T-Mobile offered the Apple iPhone 6s Introductory Promotion. With the Apple iPhone 6s Introductory Promotion customers who took advantage of JOD by leasing an iPhone 6s or iPhone 6s Plus (all memory variants), and trading- in a qualifying device, receive a monthly bill credit which reduces the monthly lease payment to between $5.00 to $15.00 (iPhone 6s) or $9.00 to $19.00 (iPhone 6s Plus) per month before applicable sales tax depending on the make and model of the customer’s trade-in device and as long as the account remains active and in good standing. Regarding Ms. [redacted]’s trade-in of one LG G4 Grey handset with IMEI number [redacted], Ms. [redacted] was to receive an estimated monthly promotional credit of $7.00 and an additional promotional trade-in credit of $10.00 per month thereby reducing the monthly lease payment of the iPhone 6s Space Gray 64GB of memory handset to an estimate of $9.00 per month before applicable taxes. Please note that Ms. [redacted]’s account has received the promotional credit of $7.00 per month since September 23, 2015. It is important to mention that to take advantage of the additional trade-in credit a working smartphone had to be traded-in to T-Mobile. According to our records Ms. [redacted]’s LG G4 Grey handset with IMEI number [redacted] was not shipped to T-Mobile. Therefore, Ms. [redacted] did not qualify to receive the additional trade-in credit of $10.00 per month. Nonetheless, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on December 24, 2015, T-Mobile issued a one-time courtesy credit of $180.00 which is equivalent to the $10.00 trade-in credit Ms. [redacted] would have received for the Apple iPhone 6s Introductory Promotion. As of December 24, 2015, Ms. [redacted]’s account reflects a credit balance of $187.00 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. Aida A[redacted] Executive Response

August 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 August 18, 2016, regarding the above-referenced T-Mobile prepaid number. T-Mobile regrets any concerns Ms. [redacted] may have experienced upon activation of her account and receiving an incorrect device. We further regret any inconvenience Ms. [redacted] may have experienced when discussing her account events with our Customer Care and Sales representatives. We make every effort to provide complete and accurate information to our customers with every interaction. Please be advised, on July 14, 2016, an iPhone SE 16 GB Space Gray device with International Mobile Equipment Identifier (“IMEI”) [redacted] was ordered with our Telesales team on a JUMP On Demand (“JOD”) lease for $16.61 per month for 18 months. A $24.01 capital cost reduction payment, $20.00 SIM Starter Kit and $4.18 sales tax was charged to Ms. [redacted]’s credit card ending in [redacted] for a total of $48.19. This IMEI [redacted] was returned to our warehouse on August 3, 2016. T-Mobile records indicate that on July 31, 2016 a credit of $48.19 was issued to Ms. [redacted]’s card ending in [redacted]. Please be advised it can take three to ten business days to receive the refund. On July 19, 2016, an iPhone SE 64GB Rose device with IMEI [redacted] was purchased in a T-Mobile store on an Equipment Installment Plan for $19.09 per month for 24 months. A $42.00 down payment plus $47.50 in taxes was charged to her credit card ending in [redacted] for a total of $89.50. When the device was returned to a T-Mobile store a credit was provided in-store. We regret any concerns Ms. [redacted] may have in regards to a $50.00 restocking fee. However, the sales receipt provided to Ms. [redacted] on July 19, 2016, stated that there may be a restocking fee for returned equipment. However, on August 24, 2016, we spoke with Ms. [redacted] and advised that as a courtesy to her, T-Mobile waived the remaining balance of $54.41 on her account to cover the $50.00 restocking fee. As of the date of this letter Ms. [redacted]’s account is closed with a zero balance. Lastly, T-Mobile records confirm only one credit inquiry was completed for Ms. [redacted] when she first applied for service on July 14, 2016. T-Mobile truly regrets any inconvenience to Ms. [redacted] and we hope to serve her again in the future. 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

December 27, 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 December 18, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] was still experiencing concerns with her account and with her attempts to reach our office and we appreciate the opportunity to response. Please be advised that T-Mobile previously responded to your office regarding Ms. [redacted]’ concerns on December 8, 2017, with your file number [redacted].
On December 18, 2017, T-Mobile spoke with Ms. [redacted], and in order to honor the BOGO Apple offer, we closed an Equipment Installment Plan (“EIP”) for a new Apple iPhone 8 Plus 64GB handset that had a remaining balance of $720.00. In addition, a credit in the amount of $79.99 was issued to Ms. [redacted]’ account for the amount of the down-payment that was paid at the time of purchase. Finally, as a gesture of goodwill, T-Mobile issued an additional $50.00 credit to Ms. [redacted]’ account.
As of December 26, 2017, Ms. [redacted]’s account reflects a $50.00 credit balance. Ms. [redacted]’ billing period closes on the 26th of each month and the new billing statement that will be dated December 26, 2017, will be available to Ms. [redacted] in the next few business days.
Ms. [redacted] advised T-Mobile that she wants to move a mobile number from another account to her account. T-Mobile advised Ms. [redacted] that the current billing responsible party for the line of service will need to contact Customer Care by dialing 611 from their T-Mobile handset, or they may dial (800) 937-8997, and they will need to approve a Change of Responsibility (“COR”) for that line of service. Once the current billing responsible party approves the COR, Ms. [redacted] may contact Customer Care on the numbers above to request to complete the COR. T-Mobile appreciates Ms. [redacted] business and we regret any inconvenience that she 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.
Felicia P[redacted]
Executive Response

December 23, 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 December 17, 2015, regarding the above-referenced account. As stated in our previous correspondence, to be eligible for this offer, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier detailing the final device charges if on an equipment installment plan, or specific descriptions for the early termination fees assessed to T-Mobile at www.switch2t-mobile.com, within two months of activation. It is important to note that once the submission is received, it can take up to eight-weeks for the reimbursement to be approved and mailed to our customers. A review of Ms. [redacted]’s account confirms that a submission for the Carrier Freedom was not received, however on November 27, 2015, T-Mobile requested Ms. [redacted] send in the final billing statement, and as such a refund of $398.12 was sent to her on December 12, 2015 upon receiving the documentation. As a gesture of goodwill, although the submissions timeline has exceeded in an effort to amicably resolve the matter, T-Mobile has agreed to refund Ms. [redacted] the amount of $470.10. The refund has been processed directly to Ms. [redacted]’s financial institution, please allow five business days for the refund to reflect. Should Ms. [redacted] have any questions concerning the refund, she may contact me directly at the number listed below. 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

June 4, 2015FILED ELECTRONICALLY Bureau 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] ToWhom It May Concern: T-Mobile USA, Inc.(“T-Mobile”) is in receipt of your correspondence dated May 27, 2015, from Ms.[redacted], regarding the above-referenced account.  Please be advised that T-Mobile recordsindicate the account holder of record is [redacted], and that Ms.[redacted] has been designated as an authorized user of the account. T-Mobile records confirm that[redacted]’ billing cycle ran from the 24th of the month to the 23rdof the following month, with payment due on the 16th.  Pursuant to T-Mobile policy, customers may besuspended when payment in full is not received by the payment due date.  Customers can make a payment via electroniccheck or credit card, online, over the phone either through the InteractiveVoice Response (IVR) or with Customer Care or in person at one of our localretail store locations or by mailing it to the payment lockbox address on theirbilling statement remittance slip. Ourrecords confirm that the above-referenced account currently has one active lineof service, and is subscribed to our SimpleStarter Unlimited Talk, Text, and Data rate plan at $40.00 monthly.  This rate plan includes unlimited domesticvoice minutes, text messages, and data with up to 500 megabytes at highspeed.  [redacted] is alsosubscribed to two gigabytes of high speed data at $5.00 monthly.  As such, the monthly access charges for thisaccount are $45.00 before taxes. Additionally,on May 29, 2014, [redacted] qualified for and took advantage of ourEquipment Installment Plan (“EIP”) offering with the purchase of an AppleiPhone 5C handset.  EIP is a paymentoption that allows eligible customers to purchase handsets by making a downpayment at the time of purchase and agreeing to pay the remaining balance in 24installments.  Based on a at the time ofthe purchase, a down payment was not required; however, a payment for the taxeson the full retail price of the device was required.  [redacted] then agreed to a seriesof 24 monthly installments in the amount of $22.91, which began to appear onthe first bill following the purchase of the device.   Uponreview of [redacted]’ billing statements, beginning with the statementdated November 24, 2014, the charges are as follows: The statementdated November 24, 2014 was in the amount of $92.69, for monthly accesscharges, the EIP installment, and a $20.00 plus tax restore from suspend feethat was assessed on November 3, 2014. This charge and the associated taxes were adjusted on December 16, 2014.The billingstatement dated December 24, 2014, was in the amount of $72.10 for monthlyaccess charges and the EIP installment.The January 25,2015 billing statement was in the amount of $96.65 for monthly access charges,the EIP installment, and $22.25 for a restore from suspend fee and applicabletaxes, due to a suspension of service that occurred on January 4, 2015.February 24, 2015billing statement was in the amount of $96.65 for monthly access charges, theEIP installment, and a $20.00 plus tax restore from suspend fee due to asuspension of service that occurred on February 4, 2015The April 24,2015 billing statement was in the amount of $124.86, which included monthlyaccess charges, the EIP installment, as well as an additional payment of $50.00that had been remitted towards the remaining EIP balance.The May 24, 2015billing statement was in the amount of $74.86 for monthly access charges andthe EIP installment. Asthe account was suspended for nonpayment of service, the restore from suspendfees assessed to [redacted]’ account are considered valid. However,in an effort to amicably resolve Ms. [redacted]s’ concerns, on June 3, 2015,T-Mobile issued a credit to the account in the amount of $44.50 for the restorefrom suspend fees that were assessed to the January 25, 2015 billing statementand the February 24, 2015 billing statement. The account remains active, with a balance of $56.87, with payment dueJune 16, 2015.  Customer Care can bereached at [redacted] to arrange for payment of the balance owed.  T-Mobile regrets any inconvenience Ms. [redacted]may have experienced. 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]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

May 30, 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 May 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] regarding his billing statement. According to our records, the bill cycle closes on the fourth of each month with their new bill cycle beginning on the fifth. As such, Mr. [redacted] should expect a bill within three to five business days from the closing date to be available for review through his www.My.T-Mobile.com account.   Unfortunately, the billing statement for the period ending May 4, 2017, was delayed in processing.  Statement delays can occur when a billing or system issue prevents bills from processing during the bill cycle, such as a billing discounts, add a line activation and system related issues. Delayed statements are held until the issue is fixed. However, once the issue is fixed, statements are reprocessed and sent to the customer with an extended due date to compensate for the delay in processing their statement.   Our records reflect that on May 15, 2017, the billing statement was corrected and made available to review on-line with an extended due date of June 4, 2017. Please note that as the account qualified for the Smartphone Equality program on August 14, 2015, as such, the account will remain eligible without worry of reverse regardless of on-time payments. However we appreciate Mr. [redacted] concern for his account reflecting a current balance and sincerely apologize for the inconveniences this has caused.   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

August 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.  Please be assured that T-Mobile takes allegations of employee misconduct very seriously.  Please note that T-Mobile has taken the appropriate steps and is currently investigating this matter.  It is important to note that we are unable to disclose the findings in this matter due to internal employee privacy policies.    T-Mobile records indicate that as of August 9, 2017, Ms. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering for an Apple iPhone 7 128GB handset with a down payment of $125.99 and 24 monthly payments of $26.00.  Additionally, a mobile number ending in 3169 was activated on Ms. [redacted]’ account, and accessories were place on an EIP as well.   Please be advised the accessories enrolled in EIP on that same date with the Apple iPhone 7 128GB handset were closed out as returned as of August 10, 2017.  T-Mobile has also confirmed the additional mobile number ending in 3169 that was activated on August 9, 2017, was cancelled on August 10, 2017.   In an effort of good faith, as of August 18, 2017, a credit in the amount of $235.00 was applied towards the balance of Ms. [redacted]’ Apple iPhone 7 128GB handset.  The remaining balance for the device is $363.00.  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.   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. The T-Mobile representative handling my complaint has assured me that T-Mobile has not reported the charge in dispute to the three credit reporting bureaus. She has also provided me with the contact information for the arbitration company handling another issue linked to this complaint. As long as the charge is cleared and is not reported on my credit report, I am satisfied with the resolution offered.Sincerely, [redacted]

Tell us why here... April 9, 2018FILED ELECTRONICALLYBureau 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 correspondence dated March 27, 2018, regarding the above-referenced account.  T-Mobile is please to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns were resolved to his satisfaction. We regret any inconvenience Mr. [redacted] experienced regarding the timeframe and shipment of his Samsung Gear watches.  On March 24, 2018, Mr. [redacted] visited a T-Mobile retail location to purchase two Samsung Gear watches.  The devices were shipped with UPS Ground Shipping for $7.00.  It is important to note that UPS Express Shipping is $24.99.  We regret if Mr. [redacted] was advised otherwise.  T-Mobile make every effort to provide complete and accurate information to our customersMr. [redacted] confirmed the he received the watches on March 27, 2018.  In an effort to amicably resolve this matter, T-Mobile applied credits totaling $7.00 to Mr. [redacted]’s account for the shipping costs which brought his balance to $162.52.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. 888-3730.Very truly yours,T-MOBILE USA, INC.Mary W[redacted]Executive Response

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
these are what they advertised to the consumer maybe from there end they have different rules or fine print but what they are advertising is totally different then what they are telling you. In the one email it says about canceling the lines but that is after you get the two lines free. It never says anything about if you cancel the line before. I also have correspondence from a online rep whom said that I did qualify and gave me the deal only to be told by This Alberto guy goes and tells me what he told you. All of this goes to prove that their advertising is confusing and misleading.

September 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 August 28, 2017, regarding the above-referenced account.  T-Mobile is pleased to note that we have resolved Ms. [redacted]’s concern to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] had regarding being charged for features on her account.  On September 6, 2015, T-Mobile records indicate that Ms. [redacted]'s T-Mobile.com account was accessed and a rate plan change took place.  At the time of the rate plan change, two additional features were also added to Ms. [redacted]'s account.  The first was the Stateside International feature which is available at a cost of $10.00 per month provides unlimited calling to landline phones from the United States to more than 70 foreign countries.  In addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than 200 countries.  The second was T-Mobile's subscription-based Name ID service available at a cost of $4.00 per month that helps you verify the identity of incoming callers when the number isn't in your address book.   Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  Our records indicate that the features were added to Ms. [redacted]'s account on September 6, 2015; however, the first notice that T-Mobile received regarding a dispute of these features and associated charges was on April 26, 2017.  As this is beyond the dispute period, it is T-Mobile’s position that Ms. [redacted] remains responsible for all charges billed to the account.    However, in an effort to amicably resolve Ms. [redacted]'s concern, T-Mobile applied a one-time courtesy credit to Ms. [redacted]'s account balance in the amount of $200.00.  This revised Ms. [redacted]'s balance to a credit of $8.83 to be carried over to her next month’s billing statement.  Ms. [redacted] accepted this offer as a resolution to her concern.    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.   Juan C[redacted] Executive Response