T-Mobile Usa Inc

T Mobile refuse my request three times for this refund. What gives them the right to hold my money? It was a honest mistake of an over payment and I called them the next day am. And I was told something different every time. I spoke to someone. They never kept any notes of my calls. Wow good business and than they think saying sorry corrects this. Sad I have been with them for a long time. Oh know if anyone uses T Mobile be aware!! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

June 29, 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 15, 2017, regarding the above-referenced account.
T-Mobile regrets to hear that Ms. [redacted] experienced concerns with her coverage and handset while she was a customer with T-Mobile. Our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability.
Our records indicate that Ms. [redacted] lives in a 4G coverage area with no known or reported network issues in her home area. While we do regret any issues, we have carefully reviewed Ms. [redacted]’s usage and found that during her billing cycle running from March 8, 2017, through June 7, 2017, Ms. [redacted]’s mobile number ending in 4002 used an average of 2,474 minutes, 188 messages, and 12,759 megabytes (12GB) of data. Given this usage, it is T-Mobile’s position that Ms. [redacted] was able to utilize her service.
In addition, T-Mobile understands that Mr. [redacted]’s issues appear to be when she is on the road during her day for work and we would like to let her know that T-Mobile is working diligently on network improvements throughout the United States. Regretfully, as stated above, T-Mobile is unable to guarantee coverage in all areas of the United States. In addition, T-Mobile appreciates Ms. [redacted] performing troubleshooting steps with our Customer Care for each area that she had concerns with.
Regretfully, on June 21, 2017, Ms. [redacted] canceled her T-Mobile account, when she transferred her mobile number to another service provider. As of June 26, 2017, Ms. [redacted]’s account reflects a zero balance and her final balance has not been produced as of yet. Please note that Ms. [redacted]’s final billing statement will contain her final Equipment Installment Plan (EIP) charges of $338.08 for her LG Aristo, LG Tone Pro headset, and Samsung Galaxy S7.
In an effort to amicably resolve this matter, T-Mobile is offering a courtesy credit of $338.08 to the account balance for the final EIP on her equipment. Please be advised that the credit and the charge will appear on the following billing statement. Ms. [redacted] may contact me at the number provided below or via email at [redacted]@T-Mobile.com by July 15, 2017, to accept this as a resolution. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

Tell us why here...
October 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
[redacted]
[redacted]
Re: [redacted] Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced file number
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be contacting [redacted] regarding their correspondence to your office. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at [redacted]. Additionally, they may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to K Patel.
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]

January 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding our promotions. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care department.
From November 18, 2016, through November 22, 2016, T-Mobile ran a promotion that offered customers who activated two additional lines of service on select rate plans could get the two lines free. Customers must have had two voice lines currently at that time in order to get the two additional lines free. Customers are charged the additional line charge per month and will receive an automatic monthly bill credit for the same amount making them free.
In addition to the above offer, from November 24, 2016, through November 27, 2016, T-Mobile ran a promotion that offered customers on select rate plans a Samsung or LG device for free or at a substantial discount. Customers must have traded in a fully owned device, and based on the device they traded in; they would receive the new device for free or at a substantial discount. Customers must have purchased the device on our Equipment Installment plan (“EIP”) offering. The EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. Customers are charged a monthly installment charge and receive a promotion monthly credit to the EIP for the device. Please not that it can take up to two billing cycles for customers to start receiving the promotional monthly bill credits on both of the outlined promotions.
T-Mobile records indicate on December 30, 2014, Ms. [redacted] activated her T-Mobile account and subscribes to our Simple Choice Unlimited Talk and Text rate plan for $100.00 per month for the first two lines of service with each additional line being $40.00 per month. On November 23, 2016, Ms. [redacted] activated two new lines of service.
As Ms. [redacted] is on a qualifying rate plan, on December 19, 2016, she received her first monthly promotional bill credits in the amount of $40.00 for the new lines of service and will continue to receive the monthly promotional bill credits.
On November 24, 2016, Ms. [redacted] started two EIP agreements with the purchase of an HTC Desire device and a ZTE ZMax device. As these devices are not a part of our Black Friday device promotion, these devices will not be free or discounted. T-Mobile regrets any confusion on this matter.
On November 25, 2016, Ms. [redacted] took advantage of or device promotion with the purchase of an LG V20 device. T-Mobile records indicate Ms. [redacted] traded in her fully owned LG G5 device. Based on the device Ms. [redacted] traded in, the LG V20 would be $100.00 after promotional monthly credits and not free as indicated in her correspondence to your office. T-Mobile records indicate Ms. [redacted] will be charged $30.00 per month for the LG V20 device and will start receiving the promotional monthly credits in the amount of $26.42 on her February 2, 2017, monthly billing statement. 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.
Jennifer G[redacted]
Executive Response

Revdex.com:
I feel this issue has resolved itself. thanks
[redacted]

July 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted] & [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 9, 2017, regarding the above-referenced account.
We regret any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that as of January 14, 2014, Mr. [redacted] is subscribed to the Simple Choice Value Unlimited Talk, Text rate plan, which provides unlimited talk, and text, for $50.00 per month plus applicable taxes. Additionally, Mr. [redacted] subscribes to the JUMP! feature for $9.00 and the $20.00 unlimited data feature for his line ending in [redacted].
Our records confirm that Mr. [redacted] activated a Mobile Internet (“MI”) line on June 24, 2017, on account ending in [redacted]. Mr. [redacted] subscribed to the Simple Choice North America MI 6 gigabyte (“GB”) rate plan for $35.00, which provides unlimited data up to 6GB at 4G LTE speeds.
T-Mobile records indicate that on June 24, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung TAB E tablet. Mr. [redacted] was not required to remit a down payment; however he agreed to a series of 24-monthly installments in the amount of $10.00.
It is important to note due to an inadvertent error at the time of activation on June 24, 2017, Mr. [redacted]’s MI line ending in 8060 was transferred from account ending in [redacted] to his existing account ending in 8918 where the line currently resides. T-Mobile has issued credits totaling $37.07 to account ending in 8060 and a credit of $10.00 to account ending in [redacted] for a total credit of $47.07. Please note these credits resulted in a credit balance of $37.07 on account ending in 8918 and a zero balance owed on account ending in [redacted].
Upon speaking with Mr. [redacted] on July 11, 2017, T-Mobile has confirmed that all issues have been addressed to his satisfaction. T-Mobile regrets any inconvenience caused 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.
Sharon B[redacted]
Executive Response

July 27, 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 July 21, 2016, regarding the above-referenced account. Please note that T-Mobile records confirm that Mr. [redacted] is an authorized user on the account of [redacted]. T-Mobile is pleased to report that upon speaking with Mr. [redacted], he confirmed that we have resolved this matter to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with regards to his recent purchase of an Apple iPhone 6 Plus 16 GB device. Our records confirm that on May 7, 2016, Mr. [redacted] purchased an Apple iPhone 6 Plus 16GB device. At the time of Mr. [redacted]’ purchase, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchase. As Mr. [redacted] is outside of the 14 day return period, when he attempted to upgrade his handset to a larger memory model Apple iPhone 6 Plus device, he was required to pay a $380.00 down payment towards the purchase of a new handset. Although Mr. [redacted] is outside of the return period, as a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to exchange Mr. [redacted]’ handset for the requested Apple iPhone 6 Plus 64GB in exchange for his Apple iPhone 6 Plus 16GB device and a $100.00 charge to his next month’s billing statement which is equal to the difference of cost between the two handsets. The Apple iPhone 6 Plus device currently in Mr. [redacted] possession can be mailed to my attention to the following address: T-Mobile USA, Inc. Attn: [redacted] T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the device, battery, charger, and his account information within the box to ensure that he receives the proper credit upon receipt of the handset. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than August 15, 2016. 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. Alberto V[redacted] Executive Response

Tell us why here...
October 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
[redacted]
[redacted]
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 21, 2017, regarding the above-referenced account. 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 issues with payments on his T-Mobile account and we appreciate the opportunity to provide our response to this matter. According to our records, on September 13, 2017, a payment of $455.38 posted to Mr. [redacted]’s account via [redacted]. On September 15, 2017, pursuant to Mr. [redacted]’s request, this payment was refunded back to his bank account.
Please be advised that, on September 16, 2017, a payment in the amount of $455.38 posted to Mr. [redacted]’s account. Based on T-Mobile’s investigation of Mr. [redacted]’s concerns, on September 19, 2017, in accordance with the terms of the automatic bank draft option, a second attempt was made to automatically deduct the above-referenced payment of $455.38 from Mr. [redacted]’s bank account.
In an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on September 22, 2017, T-Mobile submitted a refund to his bank account in the amount of $530.38 for the above-referenced payment and for Mr. [redacted]’s associated bank fees. Additionally, T-Mobile applied a credit in the amount of $164.00 toward Mr. [redacted]’s account which is equivalent to two months of his monthly access charges. At that time, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. Mr. [redacted]’s account remains active with a credit balance of $73.27. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

Tell us why here... February 8, 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 January 27, 2018, regarding the above-referenced account.  T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction.T-Mobile regrets any concerns Ms. [redacted] has experienced regarding our JUMP! On Demand (“JOD”) program and we appreciate the opportunity to address her concerns.  On July 8, 2016, Ms. [redacted] qualified for and took advantage of our JOD option with the lease of an LG G5 Silver handset.  Please note that Ms. [redacted] was not required to remit a capital cost reduction payment but agreed to 18 monthly installments of $21.00, as well as a final Purchase Option Price (“POP”) in the amount of $131.06 should she elect to keep the handset upon completion of the lease.  T-Mobile records indicate that on November 20, 2017, Ms. [redacted]’s lease ended and the POP was assessed to her December 20, 2017, billing statement.  Please note that this information is disclosed in the JOD agreement upon the lease of a new handset.  Upon speaking with Ms. [redacted] on January 30, 2018, she confirmed that she did agree to the lease while in the retail location.  In effort to amicably resolve Ms. [redacted]’s concerns, on January 30, 2018, T-Mobile issued a credit in the amount of $131.06 to her T-Mobile account for the cost of the POP resulting in a revised balance of $272.79, which is due on February 12, 2018.  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.Alyssa O[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 1, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his recent in-store upgrade. Our records indicate that on February 27, 2017, Mr. [redacted] upgraded to an iPhone 7 Plus under an Equipment Installment Plan (“EIP”) and agreed to 24 monthly payments of $30.00. During the above transaction, two iPhone 7 plus accessories were also purchased under an EIP for 24 monthly payments of $3.97. T-Mobile regrets any inconvenience to Mr. [redacted] if this wasn’t his intention.
T-Mobile records indicate that on March 31, 2017, both iPhone7 Plus accessories were returned to the T-Mobile Retail location and as such the associated EIP in the amount of $94.98 was closed out. Our records confirm that Mr. [redacted] was not charged a restocking fee for the return of these handsets.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Cesar R[redacted]
Executive Response

August 27, 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 August 24, 2015, regarding the above-referenced account. T-Mobile regrets hearing of Mr. [redacted] difficulties when trying to reach the Executive Response department to discuss his concerns and proposed resolution. As previously indicated on our correspondence to your office dated August 20, 2015, T-Mobile offered to issue a one-time credit in the amount of $347.92 toward the EIP balance for the Samsung Galaxy S5 which would leave a remaining EIP balance in the amount of $182.00. On August 26, 2015, T-Mobile has released a partial charge for the EIP balance of the Samsung Galaxy S5 device in the amount of $347.92. It is important to note that this charge will post on Mr. [redacted] billing statement dated September 7, 2015, yet to be produced. T-Mobile will then follow up with Mr. [redacted] account on September 11, 2015, and credit the above mentioned EIP charge of $347.92. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at[redacted] Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

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

May 4, 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 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his recent handset accessory purchase. Our records confirm that Mr. [redacted] activated his account on October 16, 2016, and currently has four active lines of service. On October 17, 2016, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase a Samsung Galaxy S7 Edge handset. Upon speaking to Mr. [redacted], he indicated that he purchased a screen protector at that time, which he indicated was not to his satisfaction. Please note that T-Mobile does not manufacture handset accessories; however, we appreciate the opportunity to assist Mr. [redacted] with his accessory concerns.
Our records confirm that on January 30, 2017, Mr. [redacted] participated in our Handset Exchange Program for his Samsung Galaxy S7 Edge handset, as part of the one-year Limited Warranty provided at the time of his purchase by the manufacturer of the device. It is important to note that T-Mobile recommends that all accessories, such as screen protectors and protective cases, prior to returning the non-working handset. T-Mobile records confirm that upon receipt of the replacement handset, on February 15, 2017, Mr. [redacted] used our EIP program once again to purchase a USB cable, a protective case, and a screen protector for his Samsung Galaxy S7 Edge handset. Mr. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $3.54 for the accessories.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 26, 2017, T-Mobile closed the EIP for the screen protector. As such, Mr. [redacted] will no longer be billed for the accessory. Additionally, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $60.00, for the cost of two of the previously purchased screen protectors and applicable taxes. Mr. [redacted]’s account remains active, with a balance of $219.28. Payment for this balance is due May 9, 2017. 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

February 18, 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 9, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his monthly recurring charges. T-Mobile records indicate that on July 6, 2015, Mr. [redacted] activated two voice lines of service on the Simple Choice Family Unlimited Talk and Text with Unlimited Data rate plan for $100.00 per month, plus applicable taxes. Records indicate that at the time of Mr. [redacted] activation, he enrolled in the JUMP! 2 Bundle on the mobile number ending in [redacted], for $10.00 per month, plus applicable taxes. T-Mobile records indicate that on July 7, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6 Gray handsets with 64GB of memory. At the time of Mr. [redacted] purchase, he was required to pay a down payment of $99.99, per handset. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.08, per handset. With Mr. [redacted] EIP charges, his estimated monthly recurring charges were approximately $177.21. In an effort to amicably resolve the matter, on February 11, 2016, T-Mobile changed Mr. [redacted] rate plan to the Select Choice Unlimited Talk and Text rate plan for $40.00 per month, plus applicable taxes. It is important to note that this rate plan is considered grandfathered and is no longer available; therefore, should Mr. [redacted] make any future rate plan changes, he would be unable to revert back to this rate plan. Additionally, based on Mr. [redacted] data usage per voice line of service, T-Mobile added the unlimited data feature to the mobile number ending in [redacted] for $20.00 per month, plus applicable taxes. On the mobile number ending in [redacted], T-Mobile added the 3GB data feature for $10.00 per month plus applicable taxes. We regret any confusion regarding our new JUMP! On Demand offering. Although similarly titled, JUMP! On Demand is different than the optional JUMP! feature that Mr. [redacted] has on his account, which is available with our EIP offering. Our optional JUMP! feature allows customers who are purchasing their device by making payments over time, the ability to upgrade to a new device and have the EIP payments on that device forgiven (up to 50% of the original cost of the device) and the benefits of our Premium Handset Protection coverage. JUMP! On Demand is a leasing, not purchasing, option and does not include the Premium Handset Protection coverage. JUMP! On Demand provides customers another affordable option to use the best new devices on our amazing Data Strong network. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Due to an inadvertent error, Mr. [redacted] handsets were purchased under an EIP agreement rather than the JUMP! On Demand lease option. This disqualified Mr. [redacted] from receiving a promotional $12.00 monthly billing statement credit, per handset purchase, for the duration of the 18 month lease. Records confirm that Mr. [redacted] traded in his previous handsets and on July 7, 2015, a trade in credit of $204.28, was applied to his account. Additionally, it was determined that Mr. [redacted] mobile number ending in [redacted] should have been subscribed the JUMP! 2 Bundle feature. On February 11, 2016, T-Mobile added the feature to mobile number ending in [redacted]. To resolve Mr. [redacted] equipment billing concerns, T-Mobile will apply a $24.00 monthly billing statement credit to Mr. [redacted] account. This will reduce Mr. [redacted] EIP to $15.08 per month, per handset, for 18 billing statement. Therefore, Mr. [redacted] estimated monthly recurring charges with taxes will be approximately $131.81. Also in an effort to amicably resolve the matter, on February 11, 2016, T-Mobile applied a courtesy credit of $305.78 to Mr. [redacted] account, for the difference in the monthly recurring charges from July 7, 2015, through March 6, 2016. As Mr. [redacted] had a current bill due for the billing cycle charges from February 7, 2016, through March 6, 2016, in the amount of $182.21, the credit brought the account to a credit balance of $123.57. Mr. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

October 5, 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 a correspondence dated September 22, 2017, from Mr. [redacted] 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 Mr. [redacted] as an authorized user of the account. T-Mobile is pleased to note that we have resolved Mr. [redacted]’s concern to his satisfaction.    T-Mobile regrets any concern that Mr. [redacted] had regarding the 2016 iPhone 7 Trade Up promotion.  Please be advised that starting September 9, 2016 for a limited time, new and existing postpaid customers who traded in their fully paid off Apple iPhone handset (from any carrier) received a new Apple iPhone 7 handset, valued at $650.00, for free (via bill credits) when purchased on Equipment Installment Plans (“EIP”).  On September 10, 2016, Ms. [redacted] processed a preorder for lines ending in [redacted] and [redacted] for two Apple iPhone 7 handsets on EIP.  As a part of qualifying for the promotional bill credits, customers were required to ship their paid off Apple iPhone handsets to T-Mobile. Regrettably, T-Mobile only received one of the Apple iPhone 6S handsets that Ms. [redacted] advised she would be shipping.  This qualified the line ending in [redacted] for an initial trade in value of $265.00, and a continuous bill credit for 24 months of $16.05 per month, reducing the cost of the Apple iPhone 7 handset to zero. The line ending in [redacted], however, did not qualify and therefore no automatic bill credits were applied.   In an effort to resolve Mr. [redacted]’s concerns, T-Mobile applied credits to the EIP on lines [redacted] and [redacted] in the amount of $297.82 each to cover the combined bill credits to date and an initial trade in value of a second handset.  In addition, T-Mobile applied a balance credit of $230.12 to complete the overall value of $650.00 per handset, reducing the account balance to a credit balance of $230.12.  Ms. [redacted] accepted this as a resolution to their 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 [redacted]

October 11, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated October 6, 2016, regarding the above-referenced prepaid number. T-Mobile regrets that T-Mobile’s network did not live up to Mr. [redacted]’s expectations. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified Mr. [redacted]’s address and based on the coverage map, confirms that his address is in a moderate coverage area. There may have also been handset compatibility issues with the available T-Mobile frequencies. In an effort to resolve this matter amicably, T-Mobile has sent Mr. [redacted] a prepaid refund card in the amount of $44.99, as he requested. The prepaid account is canceled with a zero balance. Mr. [redacted] should allow seven to ten business days for delivery of the refund card. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

December 6, 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 November 29, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated [redacted] as an authorized user of the account.  We are pleased to report that upon speaking with Ms. [redacted] we can confirm that her concerns have been resolved to her satisfaction.
 
We are sorry to hear that Ms. [redacted] has experienced any complications with upgrade during our Black Friday Promotion. From November 24, 2016 through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus for free with bill credits. It is important to note that our customers were responsible for any applicable down payments and taxes at the time of purchase as standard out of pocket cost and deposit rules still applied.
 
As such, Ms. [redacted] was required to pay a down payment of $153.99 for the Apple iPhone 7 128GB plus taxes upfront for each device. Hence, on November 25, 2016, when Ms. [redacted]’s order was placed for two Apple iPhone 7’s an authorization of $265.95 was attempted. Unfortunately this transaction was declined by her credit card and the order was subsequently cancelled.
 
We apologize for the inconveniences this caused Ms. [redacted] and regret that she had been given any other expectation for her upfront cost. Please note that we make every effort to provide complete and accurate information to our customers as well as being professional and courteous, which is not only an expectation but also part of the values that T-Mobile lives by each and every day. Without the support of our customers we wouldn’t be able to continue to our movement and growth. Therefore, although the Black Friday Promotion has since expired, we have offered as a courtesy to adjust one Apple iPhone 7 if Ms. [redacted] wanted to purchase an Apple iPhone 7 through our Equipment Installment Plan (“EIP”). Please note that on December 6, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their 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

Complaint: [redacted]
I am rejecting this response because: Please see email I sent to T-Mobile below, clearly telling them that the response has inaccurate information. At that point I had not yet decided to accept or reject the response of T-Mobile on Revdex.com and offered them a chance to correct the facts. Since I have not yet heard from them, I decided to post my email to them as is below 
Sincerely,
[redacted]-- Email sent to T-Mobile Specialist who responded to the Revdex.com complaint Dear Anthony,Revdex.com sent me your reply and asking me to either accept or reject it. Unfortunately, it still contains mistakes. I have not accepted nor rejected it yet.  This is what you stated in your reply to the Revdex.com."T-Mobile records indicate that on March 5, 2017, Mr. [redacted] purchased an iPhone 7 Plus 128GB handset on EIP for use on the mobile number ending in [redacted]. As T-Mobile records indicate that Mr. [redacted] did not port in a number, nor did he have a qualifying Unlimited Data feature, he was not eligible for the rebate. As Mr. [redacted] did not meet the promotional requirements, it is T-Mobile’s position that a rebate was not issued for the 2017 Q1 Apple Promotion. "This is not accurate for the following reasons:1- The [redacted] number is a NEW number that was ported to T-Mobile on the night before via customer service on T-mobile 611 number. Please review your records. If your records are incomplete, I will be happy to log onto my T-mobile account and send you the update there that shows when the number was ported to T-mobile. 2- I was not informed that my rate plan does not qualify and that is the crux of the problem!!! The employee processed all the paperwork, took my phone, accepted my payment without telling me that I do not qualify .. How was I to know that I do not qualify. It is his responsibility to check !The way the response is written above is incorrect because, a) it has wrong facts ( I had ported a number) and b) it hints that I knowingly was trying to cheat T-Mobile into giving me the rebate which is NOT the case. Please revise your response to reflect the accurate facts, so that I can accept it on Revdex.com.Thank you[redacted]

April 10, 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 8, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers. 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]’ recent contact with our Customer Care. We as well regret any concerns to Ms. [redacted] regarding her final billing statement and losing her as a customer.
T-Mobile records indicate that on August 13, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPad Air 2 16GB with 24 monthly installments in the amount of $26.24.
T-Mobile records also indicate that on September 21, 2015, Ms. [redacted] qualified for and took advantage of the JUMP! On Demand (“JOD”) lease program with two Apple iPhone 6s 16 gigabytes (“GB”) handsets with monthly JOD payments of $27.00 plus applicable taxes for each handset. 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.
Our records confirm that Ms. [redacted] canceled the voice lines ending in [redacted] and [redacted] on February 15, 2017, when she ported these lines to another service provider. On February 16, 2017, pursuant to Ms. [redacted]’ request, the remaining mobile internet line of service ending in 4634 was cancelled.
Ms. [redacted]’ final billing statement dated March 14, 2017 totaled $673.60 which consisted of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $157.44 for the iPad Air 2, and two purchase option price charges of $163.99 for each iPhone 6S handset not returned to T-Mobile per the JOD lease agreement.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile is willing to allow Ms. [redacted] to return the iPad Air 2 with serial number [redacted], and both iPhone 6S devices with serial numbers [redacted] and [redacted] to T-Mobile. In exchange, T-Mobile will waive the remaining EIP balance of $157.44 for the iPad Air 2 and the two purchase option price charges of $163.99 for each iPhone 6S, provided that Ms. [redacted] returns the devices in like new conditions, free from any physical or liquid damage. Should Ms. [redacted] accept this offer, she may return the above listed devices directly to my attention within 30 days of the date of this letter to the following address:
Executive Response
Attention: Aika A[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devices. In addition, we request that Ms. [redacted] includes the batteries, chargers, and her T-Mobile account information with her returns to ensure proper credit. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the iPhone devices will be returned to her and no adjustment will be issued if the application is enabled.
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

July 5, 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 June 21, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding Carrier Freedom and we appreciate the opportunity to respond. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier family. T-Mobile records confirm that on March 22, 2017, Mr. [redacted] activated two mobile numbers ending in [redacted] and [redacted]. As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S carrier to T-Mobile. In March 2015, we went one step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. As can be expected there are many requirements that need to be met in order to qualify for carrier freedom.
A review of Mr. [redacted]’s account confirms that Mr. [redacted] met the requirements for our Carrier Freedom. Mr. [redacted] submitted an unaltered copy of his final billing statement to www.switch2t-mobile.com and traded in his devices. Unfortunately, the documents were submitted under Mr. [redacted]’s mobile number ending in [redacted] causing the reimbursement to be denied as a duplicate submission.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has offered to match the total value of the original offer in the form of a prepaid MasterCard. Upon speaking with Mr. [redacted] on June 28, 2017, T-Mobile validated the final costs from his previous service provider and issued the prepaid MasterCard in the amount of $730.44 that he can expect to receive in seven to ten business days.
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. 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.
Andrew S[redacted]
Executive Response