T-Mobile Usa Inc

March 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 March 22, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted] was not satisfied with our previous correspondence to your office. As outlined in our previous correspondence, Mr. [redacted] activated his T-Mobile account during our two additional lines free promotion and enrolled in our AutoPay feature. Mr. [redacted] must maintain his account in good standing with no interruption in service for non-payment in order to receive the promotional monthly bill credits.
In our previous correspondence, T-Mobile outlined on December 20, 2016, the AutoPay feature was removed preventing T-Mobile from submitting automatic payments to the payment method provided upon activation. Because this feature was removed and T-Mobile did not receive payments for balances owed, Mr. [redacted]’s account was suspended on December 21, 2016. Records indicate on December 22, 2016, Mr. [redacted] contacted T-Mobile to advise he was not informed of his billing due date, and a payment in the amount of $128.94 was received and the service was restored.
As Mr. [redacted] indicated in his correspondence to your office, he visited a T-Mobile retail store in an attempt to pay his January 2017 monthly billing statement indicating he was aware the account was no longer enrolled in our AutoPay feature. T-Mobile provides a number of options for Mr. [redacted] to pay outstanding charges. Mr. [redacted] had the opportunity to make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile does not have record we advise Mr. [redacted] to not make a payment for his January 2017 monthly billing statement.
T-Mobile records do not indicate Mr. [redacted] has been billed for a tablet; however, he was billed for a Mobile Internet line of service. As advised in our previous correspondence, Mr. [redacted] was receiving a discount on this line of service as he had an active voice line of service. On January 20, 2017, the Mobile Internet line was cancelled. Mr. [redacted] was billed a total of $31.20 for his Mobile Internet line. T-Mobile regrets any confusion on this matter.
T-Mobile records do not indicate Mr. [redacted] discussed his granddaughter’s device not working and T-Mobile will not adjust charges due to non-working equipment. T-Mobile further reviewed Mr. [redacted]’s device trade-ins and confirm only three were given to T-Mobile upon activation. In our previous correspondence, T-Mobile advised we discussed a trade-in of a Samsung J3 device but Mr. [redacted] indicated he wanted to keep this device. T-Mobile has reviewed our inventory and confirmed the Samsung J3 device was not received by T-Mobile. Once a device is given to T-Mobile as a trade-in, the device is returned to our warehouse and cannot retrieve it to return to customers.
Mr. [redacted] has only made one payment in the amount of $128.94. As no further payments have been made and as Mr. [redacted] is not enrolled in AutoPay, on February 21, 2017, the account was partially suspended. As a courtesy to Mr. [redacted], we allowed the account to receive incoming calls but restricted outgoing calls. On March 16, 2017, T-Mobile placed a hold on the account through March 29, 2017. Regrettably, T-Mobile did not receive further payment and the account was fully suspended on March 31, 2017.
T-Mobile issued a credit in the amount of $31.20 for the Mobile Internet line charges. Mr. [redacted]’s balance is in the amount of $945.32 and consists of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 21, 2016, through April 20, 2017. T-Mobile has again suspended collection activity through April 14, 2017. However, please be advised, if there is an outstanding balance remaining as of April 14, 2017, the account is at risk of suspension or cancellation as normal collection activity resumes. 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.
Jennifer G[redacted]
Executive Response

November 18, 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 November 11, 2015, regarding the above-referenced account. T-Mobile has attempted to reach Ms. [redacted] but unfortunately we have been unsuccessful in our attempts. Therefore, we will attempt to address Ms. [redacted] concerns via this response. We are sorry to hear that Ms. [redacted] is having concerns with her son’s device. [redacted] 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. 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 bill. T-Mobile records indicate that on September 23, 2015, Ms. [redacted] entered into a [redacted] lease for an Apple iPhone 6S 16GB on the mobile number ending in [redacted]. Ms. [redacted] was not required to make a capital cost payment but she agreed to 18 monthly lease payment of $27.00. With respect to Ms. [redacted]’ Apple iPhone 6S on November 10, 2015, Ms. [redacted] contacted Customer Care and after troubleshooting it was found that the handset was indicating an error code 4103, which indicates that the handset has internal damage. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly. Our records indicate that on November 10, 2015, Ms. [redacted] processed a handset exchange and received a replacement device on November 11, 2015. In an effort to amicably resolve this matter, if Ms. [redacted] continues to have technical issues with her handsets, she may contact our Technical Care department at 1-800-937-8997 to further troubleshoot. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. 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. Leah T[redacted] Executive Response

August 26, 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 20, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding the non-return fee assessed to her account on July 23, 2016. T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 16GB handset on May 28, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on June 1, 2016. It is important to note that as of the date of this letter, T-Mobile records confirm that this handset has not been received by our warehouse. Nevertheless, on August 23, 2016, T-Mobile agreed to waive this non-return fee of $549.99. T-Mobile has issued the credit which lowered Ms. [redacted]’s balance to $103.66. 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. James G[redacted] Executive Response

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

October 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 26, 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 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] has in regards to her monthly bill and a line on her account. T-Mobile records indicate that on September 12, 2017, Mr. [redacted] activated his above account. At the time of activation, Mr. [redacted] elected to subscribe to the $110.00 T-Mobile ONE rate plan which provides his first two mobile numbers ending in 6290 and 6310 with unlimited voice service, text and picture messaging and 4G LTE data depending on the handset. In addition, Mr. [redacted] has one more line ending in 6394, which is billed at $45.00 per month.
Additionally, on September 12, 2017, a Mobile Internet line ending in 6882 was added and was placed on the $25.00 2GB Mobile Internet rate plan. After reviewing Ms. [redacted]’s correspondence to your office, T-Mobile was able to confirm that this Mobile Internet line was added inadvertently. T-Mobile regrets any inconvenience.
In Ms. [redacted]’s correspondence she stated she was advised that her third mobile number which ends in 6394 would be free. Please note that T-Mobile was unable to locate any free or discounted line promotions that were running at the time of Mr. [redacted]’s activation. T-Mobile regrets any misunderstanding to Mr. [redacted].
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 retail location and Customer Care.
Please be advised that on September 19, 2017, Ms. [redacted] was provided a credit of $15.00 which was for the Mobile Internet line mentioned above. Additionally, on September 24, 2017, Ms. [redacted] was provided a credit of $65.00. After the credits were provided, this left a revised balance of $90.00, which is due on October 6, 2017.
In effort to amicably resolve this matter, T-Mobile canceled the Mobile Internet line ending in 6882. Please be advised that T-Mobile will follow up on the account when the October 14, 2017, billing statement has generated and will adjust any final charges for the mobile internet line. Ms. [redacted] accepted this as resolution to her concerns. T-Mobile regrets any inconvenience to Ms. [redacted].
Please be advised that based on the above information, Mr. [redacted]’s monthly cost is estimated to be $155.00 before any applicable AutoPay credits. It is important to note that T-Mobile does provide a $5.00 monthly credit for any customer on our T-Mobile ONE rate plan and is subscribed to AutoPay. It is important to note that as of October 6, 2017, Mr. [redacted] is currently not subscribed to AutoPay. However, in the further if Mr. [redacted] wishes to subscribe he can visit www.myT-Mobile.com to activate it on his account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

February 17, 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 3, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his handset. Our records confirm that Mr. [redacted] currently has four lines of service, each of which is subscribed to our JUMP! handset protection feature at a monthly cost of $10.00 per line of service. Handset protection allows customers to obtain a replacement handset in the event that the device incurs physical or liquid damage, or is lost or stolen. Please note that payment of a pre-determined deductible, based on handset model, is required to receive a replacement handset. It is important to note that handset protection claims are processed by a third party company, Assurant Solutions. As Assurant Solutions and T-Mobile are separate companies, T-Mobile is unable to dictate the policies and procedures of Assurant Solutions. T-Mobile records confirm that Mr. [redacted] contacted Assurant Solutions on January 13, 2016, and filed a claim for the Apple iPhone 6S Plus handset in use on the line of service ending in [redacted]. Regrettably, this claim was denied by Assurant Solutions on January 14, 2016. Mr. [redacted] may contact Assurant Solutions at 866-866-6285 for more information regarding his claim. However, in an effort to amicably resolve Mr. [redacted]’s concerns, on January 14, 2016, T-Mobile processed an in-house replacement for the line of service ending in [redacted], where a new device was sent to Mr. [redacted] at a cost that equals the deductible for the device, provided that Mr. [redacted] return the damaged handset to T-Mobile. Due to an inadvertent error, Mr. [redacted] was sent an Apple iPhone 6S on that date, at a cost of $722.23, including taxes and shipping, which was billed to his account. A credit of $547.23, to reduce the cost of the Apple iPhone 6S to the deductible amount of $175.00 was issued on January 25, 2016. Our records confirm, however, that Mr. [redacted] has since returned the incorrect Apple iPhone 6S, and all associated charges for the incorrect device were adjusted in the amount of an additional $697.24 for the cost of the device and applicable taxes. On January 16, 2016, T-Mobile processed a new order for Mr. [redacted] for an Apple iPhone 6S Plus. The full cost of the device, in the amount of $802.49, was billed to Mr. [redacted]’s account, pending the receipt of the damaged handset. Upon receipt of the damaged handset, the amount owed for the Apple iPhone 6S Plus will be reduced the amount of the handset deductible, in the amount of $175.00. As of the date of this letter, Mr. [redacted]’s damaged handset has not yet been received. Upon receipt of the damage Apple iPhone 6S Plus, T-Mobile will issue an additional credit in the amount of $80.26, reducing the remaining balance owed for the Apple iPhone 6S Plus sent on January 16, 2016, to $175.00, which equals the deductible for a handset protection claim. If Mr. [redacted] still has the damaged handset in his possession, he may return it to our office at the address below to receive the remaining credit: T-Mobile USA, Inc. Attn: Chris P[redacted], ECR [redacted] Albuquerque, NM 87107 Mr. [redacted]’s account remains active, with a balance of $733.95, which includes the remaining charges for the Apple iPhone 6S Plus in the amount of $255.26, as well as past due monthly access charges, late payment fees, applicable taxes, and monthly Equipment Installment Plan (“EIP”) installments. Please note that payment for this balance was due on February 11, 2016, and as such, Mr. [redacted]’s account is past due. T-Mobile recommends that Mr. [redacted] contact Customer Care at 800-937-8997 to arrange for payment of the past due balance, as well as to prevent service interruption. 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

Complaint: [redacted]
I am rejecting this response because:  Although the issue has been resolved, T-Mobile USA is still not taking full responsibility for this refund processing error.  In their above-mentioned response, T-Mobile states in their response above that the reason my refund was not processed as requested within a timely manner was due in part to a "returned payment" on the account within 3 months.  This is not only a feeble attempt to redeem themselves from their error but it is totally inaccurate.Let me set the record straight: I DID NOT or HAVE NOT or NEVER had any returned payment, dishonored payment and/or any insufficient funds on my account due to any fault of my own.  Once again, T-Mobile representatives had my authorization to process EFT with bank information they had stored on file incorrectly.  I called them repeatedly to correct the account number since they must have either transposed the numbers or was missing a digit even though I made the representative at the time repeat the numbers back to me it was still entered incorrectly.  They definitely need some training over there.During the numerous phone calls and/or phone conversations back and forth with T-Mobile, even the latest communication with Ms. Lauren L[redacted], was any type of "returned payment" history associated with my account as being the reason for the delay in processing ever mentioned to me.  They just asked me for bank statements and made mention that in some cases payments may take up to 14 days to return depending on the bank institution. I did not provide my bank statements to T-Mobile because they know they had received payment 3 times & furthermore I do my banking with reputable banks such as Chase Bank, N.A. & the only other way my payment would be returned to my account faster would be whether I contacted Chase and disputed the transaction, at which time T-Mobile would have been made aware & contacted directly by Chase Bank Resolution Team. Department.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because of this statement from Mr. G[redacted]. "Mr. [redacted] exhausted his eligibility for the 2016 Friends & Family 2 Lines on Us offer when his two lines [redacted] and [redacted] were activated. Although Mr. [redacted]’s mobile number ending in [redacted] was originally activated within the offer window, he would not qualify for the monthly bill credits for his line ending in [redacted] and as such, it is T-Mobile’s position that no credits or compensation are owed for this line."As stated in my original complaint, Mobile Internet Line ending in [redacted] was indeed activated Friday, November 18th. Two days later on Sunday, November 20th, I requested the Loyalty Department at T-Mobile to replace that line with a Mobile Number Line. The representative informed me that while she could not replace the line as that would void the promotion, she would change it to an "On Demand Only" line and then add a Mobile Number line as requested (which ended up being Mobile Number ending in [redacted]).I would request Mr. G[redacted] to review the recorded phone call and the notes from Sunday, November 20th for clarification. I have attempted to explain this myself by reaching out to Mr. G[redacted] at extension [redacted] over the past three weeks and have left numerous voicemails, and have received no reply.
Sincerely,
[redacted]

August 19, 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 14, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted] satisfaction. We regret any frustrations Mr. [redacted] may have experienced regarding his recent handset purchase. In Mr. [redacted] letter to your office he outlined concerns regarding a recent handset promotion. Please note that customers on a qualifying rate plans with 6GB or 10GB of data or higher, were eligible to get a Samsung On5, LG K7, Samsung J7, or LG K10 at no cost, via a monthly bill credit. T-Mobile records indicate that on July 19, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy J7 handset. In Mr. [redacted] case his rate plan was not compatible to receiving the promotional bill credit for the monthly EIP installment charge. However, in an effort to amicably resolve this matter T-Mobile has removed the above mentioned EIP from Mr. [redacted] account and waived the charges in full. Mr. [redacted] has accepted this offer as resolution in full. Mr. [redacted] account remains active with one EIP still active on his account from a prior purchase. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

July 26, 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 19, 2016 from [redacted] 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 regrets any inconvenience to Ms. [redacted] regarding her experience in attempting to obtain reimbursement for switching to T-Mobile. In reviewing the original documentation submitted by Ms. [redacted] on behalf of the account holder supporting their switching cost from their previous provider, we found that in her documentation it supported on the reimbursement in the amount of $50.00 for one line and $71.37 for another. As such, T-Mobile was unable to substantiate Ms. [redacted] claim of a reimbursement in the amount of $750.00. However we have contacted Ms. [redacted] directly on July 21, 2016, and ask that she resubmit her final bill from her previous provider to our office via facsimile at 505-998-3796. Upon receipt T-Mobile will review the documentation although it is outside the 60 day submission period. Furthermore once T-Mobile has had an opportunity to review Ms. [redacted]’ final bill from her previous provider, T-Mobile will apprise her of our findings. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

July 22, 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 July 10, 2015, regarding the above-referenced account. Please be advised that on July 21, 2015, we were able to confirm that [redacted] is [redacted]. Further, T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile spoke to Ms. [redacted] on July 21, 2015. T-Mobile records reflect that Ms. [redacted] purchased a LG D821 G2 White handset on December 4, 2013 under mobile number ending in [redacted]. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-wor[redacted] handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If the Limited Warranty period has expired or upon return of the non-wor[redacted] handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. Additionally, Ms. [redacted]’s mobile number ending in [redacted] has the JUMP! Bundle feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance for $10.00 per month. T-Mobile records reflect that Ms. [redacted] participated in a Handset Exchange for her LG D821 G2 White handset on May 17, 2015. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained liquid damage, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Ms. [redacted]’s billing cycle rans from the 11th of one month to the 10th of the following month with payment due on the 3rd of each month. T-Mobile records specify that Ms. [redacted] billing statement dated July 11, 2015, had a balance of $836.66 which consisted of monthly recurring charges, features, applicable taxes and fees billed from June 11, 2015 to July 10, 2015, each EIP monthly installment, one-time Android Market charge, and the out-of-warranty fee of $324.00. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on July 21, 2015, T-Mobile agreed to issue a onetime courtesy credit of $324.00 for the out-of-warranty fee including tax billed to Ms. [redacted]’s billing statement dated July 11, 2015, leaving the account with a remaining balance of $512.66. As previously explained 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. We regret any inconvenience to Ms. [redacted] regarding the limited response on prior correspondence. 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 and Ms. [redacted]’s recent contact with our Executive Response. 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. Aida A[redacted] Executive Response

Revdex.com:Revdex.comcomplaint #[redacted] has been resolved, will like to close this case.thank you

March 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 27, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his service capabilities while in Europe. 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 department.
Simple Choice No Credit Check is a postpaid option for customers who do not want to run credit. Please note customers on these plans are required to pay a deposit for each line of service, they are not eligible for T-Mobile’s Equipment Installment Plan (EIP), and do not receive the benefit of our Simple Global service. T-Mobile records indicate on September 15, 2015, Mr. [redacted] activated his T-Mobile account on a Simple Choice No Credit North America Unlimited Talk and Text rate plan for $80.00 per month for two lines of service. Please note in order for Mr. [redacted] to make changes to his account type, he must provide in person a valid government-issued photo ID including a social security number. T-Mobile regrets any inconvenience to Mr. [redacted].
Upon corresponding with Mr. [redacted] on March 6, 2017 via email, T-Mobile offered Mr. [redacted] the option of suspending his T-Mobile account while he is out of the country as he indicated in his correspondence to your office that he obtained local service. T-Mobile offers one seasonal suspension per calendar year per line of service for a maximum of 90 consecutive days. Mr. [redacted] will pay $10.00 plus tax for each bill cycle the account is suspended. T-Mobile suspended Mr. [redacted]’s lines of service as of March 6, 2017, and per Mr. [redacted]’s request, his lines will automatically restore March 19, 2017.
In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $120.00 for the costs of contacting T-Mobile over the phone while out of the country. Additionally, T-Mobile issued a credit in the amount of $10.00 for the fee which will bill while Mr. [redacted]’s account is suspended. This credit leaves a credit balance of $130.00 which will apply to future billing statements. 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.
Jorge M[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. Thank you [redacted]

February 16, 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 is pleased to report that Mr. [redacted] concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his JUMP! On Demand lease upgrades. JUMP! On Demand provides customers with the ability to lease their handsets. 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 bill. JUMP! On Demand is the perfect program for customers who like to get the newest device as it provides them the opportunity to upgrade their device for a new one up to three times per 12 months by turning in their original device and entering into a new lease for the upgrade. At the end of the 18 month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option. T-Mobile records indicate that on December 2, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering, with the lease of an Apple iPhone 6s Rose Gold handset with 128GB of memory. Mr. [redacted] was required to pay a capital cost reduction of $199.99 and agreed to 18 monthly lease payments of $29.00. On February 6, 2016, Mr. [redacted] traded in his Apple iPhone 6s handset and began a new lease on a Blackberry STV 1001 Black handset. Mr. [redacted] was not required to pay a capital cost reduction and agreed to 18 monthly lease payments of $34.00. It is important to note that the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Mr. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. In an effort to amicably resolve the matter, on February 8, 2016, Mr. [redacted] traded-in the Blackberry handset, closing the remaining lease, and began a new lease on an Apple iPhone 6s Plus handset with 128GB of memory. At the time of Mr. [redacted] lease activation, he was required to pay a capital cost reduction of $229.99 and agreed to 18 monthly lease payments of $27.00. On February 11, 2016, T-Mobile sent Mr. [redacted] a refund in the amount of $229.99 for the capital cost reduction, in the form of a prepaid refund card, directly to his billing address. Mr. [redacted] may expect receipt of the card within seven to ten business days. 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

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]

March 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 21, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns regarding the return of his equipment and final billed charges. Upon review of Mr. [redacted]’s account, T-Mobile confirms he successfully returned multiple handsets originally upgraded via T-Mobile JUMP! On Demand leases and credits were applied during the month of June 2016 to waive their corresponding balances. Please be advised however that although these devices were returned, their corresponding mobile numbers were not cancelled and two additional tablets originally upgraded via T-Mobile Equipment Installment Plans (EIP) were not returned.
If a customer has an open EIP and the account is cancelled, any remaining open EIP balance on the cancelled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] agreed to an EIP for the Mobile Internet numbers ending in [redacted] on March 8, 2015 and 0449 on October 18, 2015 with the purchases of an Apple iPad Air 2 tablet and Samsung Tab A tablet, respectively. When the account was cancelled on August 27, 2016 for non-payment, the remaining EIP balance totaling $344.03 was accelerated and posted to the final billing statement dated September 11, 2016. Along with rendered and unpaid service charges, it is T-Mobile's position Mr. [redacted]’s final account balance of $918.65 is valid and owed.
Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied an account credit of $492.18 equivalent to accelerated EIP and unused service. This credit returns his account to a valid and owed balance of $426.47. Mr. [redacted] accepted this offer as resolution. 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.
Kimo C[redacted]
Executive Response

November 9, 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 October 30, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced with her account billing. T-Mobile records indicate on October 20, 2016, Ms. [redacted] contacted Customer Care regarding international roaming rates on her rate plan; Simple Choice Family Unlimited Talk, Text and Data for four lines for $100.00 per month. Ms. [redacted] was advised of the Simple Global which was added to her account in late 2013 at no additional cost to her. With Simple Global, customers have unlimited web at standard speeds of approximately 128Kbps. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. At that time, Ms. [redacted] was offered the new T-Mobile ONE rate plan which offers the benefits of Simple Global as well. Ms. [redacted] accepted this offer. Please note that the rate plan change was backdated to take effect at the start of Ms. [redacted]’ billing cycle, September 25, 2016. On September 24, 2016, Ms. [redacted] was sent a billing statement in the amount of $531.82 which consisted of a past due balance of $268.41 and monthly recurring charges on the Simple Choice Family Unlimited Talk, Text and Data rate plan from September 25, 2016, through October 24, 2016. On October 24, 2016, Ms. [redacted] was sent a billing statement in the amount of $664.19 which consisted on a past due balance of $268.41, monthly recurring charges for services from October 25, 2016, through November 24, 2016, on the T-Mobile ONE rate plan, as well as prorated charges for the T-Mobile ONE rate plan from September 25, 2016, through October 24, 2016. After speaking to Ms. [redacted] on November 4, 2016, as a courtesy T-Mobile issued a credit in the amount of $131.59 to her account for the prorated charges billed and the increased rate plan cost. As of the date of this correspondence, Ms. [redacted] account reflects a balance of $269.19 with a due date of November 17, 2016. Additionally, to better suit Ms. [redacted] needs, T-Mobile offered to change her rate plan to the Simple Choice Family Match with 6GB of LTE for $140.00 for four lines per month plus applicable taxes and fees. Ms. [redacted] accepted this offer, and the rate plan will take effect November 25, 2016. T-Mobile regrets any inconvenience Ms. [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. Ronnie A[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I sent the LG G Pad back today, 7/17/17, per our agreement using their prepaid UPS return label, tracking # [redacted]
Sincerely,
[redacted]

November 24, 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 November 18, 2015, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] regarding his T-Mobile account billing. T-Mobile records confirm that on July 27, 2015, Mr. [redacted] activated two mobile numbers ending in [redacted]. Mr. [redacted] was subscribed to our now grandfathered promotional rate plan Simple Choice North America Unlimited Talk, Text, and Data with 10GB of 4G speed data 2 lines for $100.00 per month. Mr. [redacted] also activated a mobile broadband line ending in 5916 and subscribed to our promotional Mobile Internet on Demand for $10.00 per month and receives a $10.00 credit. Mr. [redacted]’s monthly access charges are $100.00 before applicable taxes. T-Mobile records confirm that as of July 27, 2015, Ms. [redacted]’s account is participating in our Advantage Program. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. Ms. [redacted]’s account is eligible for a monthly discount of 15% regardless of the new Advantage program per the MCSA agreement between T-Mobile and The [redacted] Company. The reason that Mr. [redacted] is not receiving his monthly discount is because this plan is a promotion plan that is not eligible for discounts; as it is already provided at a promotional discount. However, in an effort to amicably resolve this matter, Mr. [redacted] may choose another rate plan that does qualify for a monthly corporate discount like our $80.00 Simple Choice North America Family Double your Data rate plan for $80.00 per month, which provides unlimited talk, text, and data with 4G speeds up to 2G for the first two lines. Also, we are offering our Simple choice North America Family Match rate plan for $100.00 per month, which provides unlimited talk, text, and data with 4G speeds up to 6GB. Mr. [redacted] may contact me at the number provided below to discuss rate plan options. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response