T-Mobile Usa Inc

May 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated May 4, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile records indicate that Mr. [redacted] activated the account on May 3, 2014. On June 25, 2014, T-Mobile approved Mr. [redacted]’s online application and he was enrolled in our Advantage program. The T-Mobile Advantage Program allows individual customers to receive benefits based on their affiliation with their employer or university by adding their accounts to a corporate node. The current Advantage Program offers customers a $25.00 Rewards Card every time they purchase a new device or tablet. Please note the Advantage program does not qualify for a monthly discount. On May 6, 2016, T-Mobile spoke to Mr. [redacted] and set the expectation that he would not be eligible for a monthly discount under the current program. Mr. [redacted] was advised to send verification of employment to take advantage of our government discount program. On May 10, 2016, T-Mobile spoke to Mr. [redacted] and advised upon review of his documentation, he was approved for our corporate discount program for a monthly discount of 15% due to his employment with USPS. Mr. [redacted] was further advised that it may take up to 60 days before the discount appear on his billing statement. In an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a one-time courtesy credit of $276.00 to Mr. [redacted]’s account. As a result Mr. [redacted]’s account currently reflects a credit balance of $112.27. Mr. [redacted] accepted the resolution and had no additional 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. Robert R[redacted] Executive Response

September 25, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 14, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however her newest correspondence provides no new information that would warrant reconsideration of our position regarding this matter.   As stated in our previous letters to your office, Ms. [redacted] participated in our Handset Exchange Program on six different occasions as follows:   January 21, 2017, with an Apple iPhone 6S handset for mobile number ending 1579 ;January 21, 2017, with a Samsung Galaxy Note 4 handset for mobile number ending 1882;March 13, 2017, with a second Apple iPhone S6 handset for mobile number ending 1579;April 16, 2017, with a second Samsung Galaxy Note 4 handset for mobile number ending 1882;July 1, 2017, with an Apple iPhone 6S handset warranty exchange for mobile number ending 8743;July 26, 2017, with a second Apple iPhone 6S handset for mobile number ending 8743.   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.  If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, plus tax, will be charged to the account.  Likewise, in each replacement box, a set of instructions was provided to inform Ms. [redacted] how to return her non-working handsets so as to avoid being charged a non-return fee.    A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange.  With regard to Ms. [redacted]’s handsets, upon receipt we examined them and it was found that three of the above-mentioned orders had sustained liquid or physical damage, which was not covered under the warranty.  Accordingly, Ms. [redacted] was assessed out-of-warranty fees for the following orders;   The March 13, 2017, order for an Apple iPhone 6S handset on the mobile number ending 1579 in the amount of $400.00 as indicated on the billing statement dated April 3, 2017;The April 16, 2017, order for Samsung Galaxy Note 4 handset for mobile number ending 1882 in the amount of $278.07 as indicated on the billing statement dated April 3, 2017;The July 26, 2017, order for an Apple iPhone 6S handset for mobile number ending 8743 in the amount of $305.97 as indicated on the billing statement dated August 3, 2017.   Regretfully, our records indicate that we did not receive the non-working equipment for the following orders, and Ms. [redacted] was charged the associated non-return fees and applicable taxes;   January 21, 2017, with an Apple iPhone 6S handset for mobile number ending 1579 in the amount of $849.73 on the March 3, 2017, billing statement;July 1, 2017, with an Apple iPhone 6S handset for mobile number ending 8743 in the amount of $849.73 on the August 3, 2017, billing statement;   It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchange was processed.  Please note that T-Mobile did receive the non-working Samsung Note 4 handset ordered on January 21, 2017, and a fee was not assessed to Ms. [redacted]’s account.   On September 9, 2017, upon receipt and further review of the return shipping tracking information used to return the Apple iPhone 6S handset for the order placed on July 1, 2017, T-Mobile was able to determine the handset was received in like-new condition.  Please note that the prepaid return label provided to Ms. [redacted] at the time of her warranty exchange was not used to return the non-working Apple iPhone 6S handset to T-Mobile.  As such, a credit in the amount of $849.73 was issued to Ms. [redacted]’s account for the non-return fee.   While it remains T-Mobile’s position that the remaining out-of-warranty and non-return fees assessed are valid, as a courtesy, on May 24, 2017, T-Mobile issued a credit in the amount of $849.73 for the remaining non-return fee assessed for the order placed on January 21, 2017.  Based on the above information it is T-Mobile’s position that the out-of-warranty fees were validly assessed and we respectfully decline to waive these fees.    As of the date of this letter, Ms. [redacted]’s account reflects a balance of $1,980.45 which consists of monthly recurring charges for service from March 3, 2017, to September 2, 2017, and the three out-of-warranty fees.  T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges.  Ms. [redacted] can 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 in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip.   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.  THANK-YOU!!! Sincerely, [redacted]

March 16, 2018
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] L. [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 12, 2018, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that [redacted] and [redacted] are one and the same.
T-Mobile regrets any continued concerns Ms. [redacted] experienced regarding the final balance on her account. Please be advised that as mentioned in our previous correspondence dated February 14, 2018, T-Mobile investigated this matter and found that the Change of Responsibility (“COR”) for Ms. [redacted]’s mobile number ending in 8025 was processed on August 19, 2017. As of that date, Ms. [redacted] was no longer financially responsible for the mobile number ending in 8025.
Please be advised that at the time of the COR, T-Mobile offered the new customer the ability to take over any Equipment Installment Plan (“EIP”) that was associated with the line being transferred. Please note that an email was sent to the new customer with the new EIP agreement for their account. Regretfully, as the new EIP agreement was not accepted by the new customer, Ms. [redacted] remained responsible for the full final balance of any EIP associated with the line.
It is important to note that mobile number ending in 8025 was the last remaining line on the account, once the COR was completed that account was then canceled in full. Please be advised that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled 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.
Upon speaking with Ms. [redacted] on February 27, 2018, T-Mobile has advised that she has been billed correctly. T-Mobile has respectfully declined Ms. [redacted]'s request to have negative reporting removed as T-Mobile considers that balance valid. Ms. [redacted] requested for us to contact her daughter at mobile number ending in 5565 at a later time that day. Please note that T-Mobile did contact MS. [redacted]’s daughter; regretfully, she was unable to speak at the time. Please note that T-Mobile did make a second attempt at a later time to contact Ms. [redacted]’s daughter. Regretfully, T-Mobile was unable to reach Ms. [redacted]’s daughter in our second attempt.
Upon speaking with Ms. [redacted] on March 14, 2018, T-Mobile has explained again to Ms. [redacted] that she has been billed correctly as the email for the EIP transfer was not accepted she remained responsible for the final balance of the handset.
Please be advised that T-Mobile does not report directly to credit bureaus; however, the third party collection agency assigned to the account may. Ms. [redacted] may contact Diversified Consultants Inc. (“DCI”) directly at 877-550-1981 to review payment options. 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. 341-8055.
Very truly yours,
T-MOBILE USA, INC.
Juan [redacted] Executive Response

March 7, 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 February 23, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted]. Please also note that T-Mobile has made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns in this letter.
T-Mobile regrets any promotional concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] started service on October 19, 2016, with five lines of service subscribed to our T-Mobile ONE @Work plan for $130.00 for two lines of service, and $25.00 per additional line of service. Please note that customers that enroll in our free-of-charge AutoPay feature are eligible for a $5.00 per month, per line bill credit.
Additionally, T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the following handset purchases, and associated trade-in handsets;
• An Apple iPhone 6S 128 GB handset for mobile number ending [redacted] for $649.99, $99.99 down, and 24 monthly installments of $22.92
o Trade-in of an Apple iPhone 6S 16GB handset for $145.00
• An Apple iPhone 7 128 GB handset for mobile number ending [redacted] for $749.99, $99.99 down, and 24 monthly installments of $27.09
o Trade-in of an Apple iPhone 6S 16GB handset for $225.00
• A Samsung Galaxy S 7 handset for mobile number ending [redacted] for $689.99, $0.00 down, and 24 monthly installments of $28.75
o Trade-in of a Samsung Galaxy S 7 handset for $113.00
• An Apple iPhone 6S 128 GB handset for mobile number ending [redacted] for for $649.99, $99.99 down, and 24 monthly installments of $22.92
o Trade-in of an Apple iPhone 6S 16GB handset for $145.00
Our records indicate that the trade-in credit issued to Mr. [redacted] totaling $628.00 was applied as an instant credit toward the out-of-pocket cost of his purchase in the amount of $508.79. Additionally, the remaining trade-in amount of $119.21 was issued to Mr. [redacted]’s account as a credit.
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 a 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.
There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after cancellation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile as a trade-in credit for the device. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account.
Regretfully, T-Mobile did not receive a submission request within 60 days of activation and Mr. [redacted]’s account is ineligible for the offer. As a courtesy, on February 27, 2017, T-Mobile accepted a Carrier Freedom submission, with associated cost of switching in the amount of $1,368.73, and approved a reimbursement in the amount of $740.73 for the second portion of the promotional offer in the form of a prepaid card, sent to the billing address of Mr. [redacted]’s account. Please note the combined total of $1,368.73, consisted of the trade-in credits and refunded amount. 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.
Ronnie A[redacted]
Executive Response

March 7, 2018
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 February 23, 2018, regarding the above-referenced account. Please be advised that we have made several attempts to get in contact with Mr. [redacted] which have proven unsuccessful. As such, we will make every effort to address his concerns within this letter.
T-Mobile regrets any payment concerns Mr. [redacted] has experienced. Records indicate that Mr. [redacted] submitted a payment of $200.00 on February 16, 2017. The arrangement that Mr. [redacted] is referring to in his correspondence to your office is our Extended Payment Schedule (“EPS”) option. An EPS is a payment arrangement that allows customers to pay their balance off in monthly installments. Unfortunately, Mr. [redacted] does not qualify for this option because his balance includes his previous unpaid EPS installments. T-Mobile regrets any inconvenience to Mr. [redacted].
In efforts to amicably resolve Mr. [redacted]’s concerns, we have provided a refund of $200.00 to the original source of payment. Please allow up to three business days for the funds to appear into Mr. [redacted]’s account. Please be advised that the refund updates his balance to $902.86.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Vanessa C[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The only thing is that T-Mobile stated they would send me an iPhone 6, I had asked to be sent an iPhone 6s.Sincerely, [redacted]

April 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]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his participation in T-Mobile’s This One is on Us offer. Please be advised that from March 1, 2017, through March 5, 2017, T-Mobile offered new and existing customers a new line of service free after a monthly credit. T-Mobile records confirm that on March 4, 2017, Mr. [redacted] contacted Customer Care to activate a new line of service by purchasing a SIM card starter kit at a cost of $26.25. Regrettably, as T-Mobile was unable to verify Mr. [redacted]’s payment method his order was canceled. As such, Mr. [redacted] was unable to activate the new line of service during the promotional offer time frame.
However, in an effort to amicably resolve Mr. [redacted]’s concern, on April 12, 2017, T-Mobile approved his existing mobile line of service ending in [redacted] for the This One is on Us offer and will apply a monthly credit to offset the monthly recurring charges. T-Mobile also applied a credit of $27.00 to refund him for the SIM card starter kit purchase, leaving a balance due of $277.12 by April 28, 2017. 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.
Oscar T[redacted]
Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 5, 2017, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] are one and the same. T-Mobile is pleased to report that we spoke to Mr. [redacted] and he confirms that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced in regards to his refund. 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.
T-Mobile records confirm that on October 27, 2017, Mr. [redacted] purchased an Apple iPhone X 64GB for $999.99 plus tax. Accordingly, Mr. [redacted] remitted a payment of $1,068.49. Please note, pursuant to T-Mobile’s terms, handsets returned within the return period will take up to 30 days from the date of receipt to process a refund. Further records reflect that on November 13, 2017, T-Mobile received Mr. [redacted]’s above equipment as such a refund was going to be processed by December 13, 2017.
Nonetheless, in an effort to amicably resolve this matter, on December 6, 2017, T-Mobile issued a refund to Mr. [redacted]’s credit card in the amount of $1,068.49. Please be advised that it can take up to three business days for the refund to be received to Mr. [redacted]’s financial institution. Mr. [redacted] accepted this as full resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted]
Executive Response

November 4, 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 October 29, 2015, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns.T-Mobile regrets any concerns Ms. [redacted] experienced regarding coverage and account billing. T-Mobile records confirm that Ms. [redacted] canceled her account due to concerns regarding the coverage in her area. Our records also indicate that there was no usage on the account while the service was active. In an effort to amicably resolve the matter, T-Mobile issued a credit of $90.18, bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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. Josiah M[redacted] Executive Response

February 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 28, 2017, regarding the above-referenced account. Please be advised that we have made several 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 continued concerns Mr. [redacted] has experienced regarding his monthly bills. T-Mobile records reflect that Mr. [redacted] currently has one voice lines and two wearable services for smart watches. Mr. [redacted] currently has our Simple Choice North America rate plan where he is to pay $50.00 a month for unlimited talk, text, and two gigabytes (“GB”) of high speed data. Please note that T-Mobile records reflect that Mr. [redacted] has our Truly Unlimited data feature for $30.00 a month, a $10.00 Premium Handset Protection (“PHP”) feature, and a $4.00 Name ID feature. Additionally T-Mobile records reflect that Mr. [redacted] currently has two wearable services for $15.00 a month for each service. T-Mobile records reflect that Mr. [redacted] has a $10.00 PHP feature for wearable service ending in 3997. Please be advised that all pricing is before any taxes and fees.
It should be noted that when a wearable service is combined with a voice line customers are eligible to receive an automatic $10.00 monthly credit for each wearable service.
T-Mobile records indicate that on May 27, 2016, Mr. [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Gear S2 Classic Watch. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installments. Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr. [redacted]’s purchase.
Additionally, T-Mobile records indicate that on October 6, 2016, Mr. [redacted] qualified for our JUMP! On Demand offering with the lease of an iPhone 7 Plus 256GB handset. JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. Mr. [redacted] then agreed to a series of 18-monthly payments in the amount of $27.00, which has appeared every month following Mr. [redacted]’s purchase.
Furthermore, T-Mobile records indicate that on December 5, 2016, Mr. [redacted] qualified for our EIP offering with the purchase of a Samsung Gear S3 watch. Mr. [redacted] was not required to make a down payment however, agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr. [redacted]’s purchase.

In an effort to amicably resolve Mr. [redacted]’s concern T-Mobile applied a $20.00 credit toward his account. Please be advised that Mr. [redacted]’s account currently reflects a $182.28 balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted] Executive Response

May 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated May 13, 2017, 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. We have made several attempts to contact [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.
T-Mobile regrets any concern Ms. [redacted] experienced in regards to the suspension of the above-referenced account. T-Mobile records confirm that on October 5, 2015, Mr. [redacted] activated a postpaid account with the mobile numbers ending in [redacted] and [redacted]. At the time of activation, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of two Samsung Galaxy S6 Gold 32GB handsets. Mr. [redacted] was required to pay a capital cost reduction of $288.00, per handset and then agreed to a series of 18 monthly lease payments of $8.17 per handset.
Please note that by purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’s account, this warranty has been extended as he subscribes to the optional Premium Handset Protection insurance feature for $10.00, plus taxes, per month. On November 1, 2016, Mr. [redacted] processed a Limited Warranty Exchange of the above-mentioned Samsung Galaxy S6 Gold 32GB handset.
Records confirm that as of December 7, 2016, Mr. [redacted]’s account reflected a past due balance of $192.75 for the November 7, 2016 billing statement. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can 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 in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. As a result of non-payment, on November 12, 2016, Mr. [redacted]’s account was suspended for non-payment. It is important to note that as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.
When the account was suspended, Mr. [redacted]’s billing statement reflected a balance owed of $244.55, increasing the balance owed to $437.30. Please note that this balance consisted of Mr. [redacted]’s monthly recurring charges, a late payment charge of $5.00, as well as two restore from suspension fees of $20.00, plus taxes, for the above-mentioned non-payment suspension. T-Mobile provided Mr. [redacted] with calls, text messages and a billing notification providing the payment due date to avoid service interruption.
Regretfully, as payment was not received for the balance owed, on December 23, 2016, Mr. [redacted]’s account was suspended for non-payment. On the same day, Mr. [redacted] agreed to a payment arrangement of $58.11, with a due date of December 27, 2016. As a result, Mr. [redacted]’s account was restored from suspension.
On December 28, 2016, T-Mobile received a payment of $60.00, reducing the balance owed to $377.30. As payment was not made for the full balance owed, it carried forward to Mr. [redacted]’s January 7, 2017 billing statement, which reflected a balance owed of $815.56, increasing the balance owed to $1,192.86. Please note that this balance included a charge of $562.48, for a non-return fee for the Limited Warranty Exchange that was processed on November 1, 2016, as our records do not indicate that we have received the non-working equipment. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Therefore, it is T-Mobile’s position that the fee remains valid and owed.
On January 23, 2017, as a result of non-payment, Mr. [redacted]’s account was suspended for non-payment. On the same day, Mr. [redacted] agreed to a payment arrangement of $238.57 to be paid on January 30, 2017 and $954.29 to be paid on February 13, 2017. Therefore, Mr. [redacted]’s account was restored from suspension. On January 30, 2017, Mr. [redacted]’s future dated check that was set up as part of his payment arrangement, of $238.57 was rejected for insufficient funds.
Records confirm that on February 6, 2017, as a result of non-payment, Mr. [redacted]’s account was suspended for non-payment. On the same day, T-Mobile received a payment of $310.00, reducing the balance owed to $882.86, thereby restoring Mr. [redacted]’s account. As a payment was not remitted in full for the outstanding balance owed, it carried forward to Mr. [redacted]’s February 7, 2017 billing statement, which reflected a balance owed of $250.31, increasing the balance owed to $1,133.17. Please note that this balance also included two restore from suspension fees of $20.00, plus taxes. On February 7, 2017, Mr. [redacted] agreed to a payment arrangement of $441.43 due on February 21, 2017, and $441.43 due on February 27, 2017.
Review of the account confirms that on February 23, 2017, Mr. [redacted]’s account was suspended for non-payment. On the same day, Mr. [redacted] agreed to a payment arrangement of $226.63 due on March 3, 2017, and $906.54 due on March 17, 2017. On March 3, 2017, T-Mobile received a payment of $226.63, reducing the balance owed to $906.54. As full payment of the balance owed was not received, it carried forward to Mr. [redacted]’s March 7, 2017 billing statement, which reflected a balance owed of $249.38, increasing the balance owed to $1,155.92. Please note that this bill also included two restore from suspension fees of $20.00, plus taxes.
On March 20, 2017, T-Mobile received a payment of $581.07, reducing the balance owed to $574.85. On March 21, 2017, T-Mobile applied a credit of $13.00 to Mr. [redacted]’s account, for a third-party purchase. Records confirm that on April 3, 2017, T-Mobile received a payment of $160.00, reducing the balance owed to $401.85.
Please note that JUMP! On Demand 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.
Records confirm that on April 6, 2017, Mr. [redacted]’s JUMP! On Demand leases reached the 18 month term; subsequently, the remaining Purchase Option Price amount of $307.26 accelerated to Mr. [redacted]’s account. Therefore, Mr. [redacted]’s April 7, 2017 billing statement reflected a balance owed of $529.52, increasing the balance owed to $931.27. On April 11, 2017, in an effort to resolve the matter, T-Mobile applied a courtesy credit of $44.70, to Mr. [redacted]’s account for the restore from suspend fees, reducing the balance owed to $886.67.
As payment was not received for this balance, it carried forward to Mr. [redacted]’s May 7, 2017 billing statement, which reflected a balance owed of $148.90, increasing the balance owed to $1,035.57. Please note that T-Mobile will allow customers to break up the remaining Purchase Option Price total into an Equipment Installment Plan (“EIP”) with a term of nine months. Therefore, as Mr. [redacted] had agreed to an EIP for the remaining Purchase Option Price of nine monthly installments of $32.22, T-Mobile applied a credit of $307.26 to Mr. [redacted]’s account, reducing the balance owed to $728.31.
It is T-Mobile’s position that Mr. [redacted]’s account has been accurately charged for his services. In an effort to resolve the matter, although Mr. [redacted]’s account did not qualify for a payment arrangement due to the previous failed payment arrangement, T-Mobile allowed the creation of an Extended Payment Schedule (“EPS”). An EPS is a payment arrangement that allows a customer to pay their balance off in monthly installments. As part of the terms of the EPS, the balance owed of $728.31 was split into seven monthly installments of $104.04, to be added to the following seven billing statements. Therefore, Mr. [redacted]’s account was reduced to a zero balance. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted] Executive Response

February 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated January 31, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding our recent port-in promotion. 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.
From September 16, 2016, through January 21, 2017, T-Mobile was offering select accounts a $200.00 credit when they ported in a new line of service to T-Mobile. Customers were supposed to redeem the credit by contacting our Advantage Direct team via a phone call to activate the offer. A $200.00 credit for each line ported in would then apply to the T-Mobile account after two to three billing cycles passed.
T-Mobile records indicate on October 10, 2016, Mr. [redacted] activated his T-Mobile account and ported in four lines of service. T-Mobile records indicate Mr. [redacted] contacted T-Mobile to gain assistance with redeeming this promotion and due to an administrative error, he was not advised of the necessary steps to take in order to redeem the offer. T-Mobile regrets this error.
In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $800.00 to Mr. [redacted] for the above-referenced promotion. As a courtesy to Mr. [redacted], we issued the credit in the form of a prepaid refund card that was mailed to his address and should be received within ten business days. Mr. [redacted] indicated this resolves his concerns to his satisfaction. 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

Complaint: [redacted]I am rejecting this response because:
I understand and acknowledge that T-Mobile has tried to contact me twice.  I called Ruben with T-Mobile's Executive response team back twice and once left a voice mail.  I have not received a response.  Previously, I was contacted during work hours and one during softball.  I am comfortable talking about the situation; however, I have had legal counseling to have this matter be resolved through the Revdex.com as to avoid recorded information being misinterpreted. 
My stance is that this matter should never have occurred or been sent to collections in the first place.  I move once every year and because my account was denied access I cannot update my information.  If this was the case, I don't understand why my number ([redacted]) or my email ([redacted]@umich.edu) was not used to contact me (I even confirmed that it was a good number to contact me with my call in February/March timing).  Because of all of this, I have requested a Credit Delete Letter for the credit to be not just closed, but removed from my credit history.  This matter will be closed upon my receipt of this Delete letter.  Thank you for your support and communication thus far.  I look forward to your response.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I think the amount of time, effort and even money I spent to return the useless router was priceless. I hope the company clarify to it's retailers that , like any other retailer of any other service provider, they should pick up the company's devices and  take care of the shipping.
Sincerely,
[redacted]

March 1, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 24, 2018, regarding the above-referenced account.
T-Mobile regrets to hear that Ms. [redacted] has continued concerns regarding this matter. As shared in our previous correspondence, on January 29, 2018, Ms. [redacted]’ handset was unlocked from the T-Mobile network and instructions were provided to complete the process. Ms. [redacted]’ handset has been ready for use on any carrier since that date.
It should be noted that while some carriers utilize GSM technology and others CDMA technology, and that historically handsets were manufactured exclusively for these carriers on these networks, most modern handsets are designed to work with all carriers. Ms. [redacted]’ Apple iPhone 8 Plus is one of these handsets. T-Mobile can confirm that Ms. [redacted]’ unlocked Apple iPhone 8 Plus can be used on any carrier, regardless of the technology the carrier uses.
However, while Ms. [redacted]’ handset is unlocked and available for use on any carrier, as a gesture of goodwill, on February 26, 2018, T-Mobile issued a prepaid MasterCard to Ms. [redacted] for $800.00 to her address of record. Ms. [redacted] should allow up to fourteen days for Citibank to produce and mail her card. We ask that upon receipt, Ms. [redacted] return her handset to the following address:
T-Mobile USA, Inc.
Attn: Dave [redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
We regret 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.
Dave [redacted]
Executive Response

January 3, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 27, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her switch from an individual account to a business account and any negative reporting potentially on her credit file in regards to her closed individual account. T-Mobile records indicate on April 6, 2016, Ms. [redacted] elected to move her mobile numbers ending in [redacted] and [redacted] to a new business account and effectively closing her original account under her name and personal information. As such, Ms. [redacted] was sent a final billing statement to the address provided by her in May 2010, in the amount of $235.22. Ms. [redacted]’s final billing statement dated April 6, 2016, in the amount of $235.22 was for her monthly recurring charges and monthly Equipment Installment Plan charges. Ms. [redacted]’s balance of $235.22 was originally due on April 27, 2016. T-Mobile provided Ms. [redacted] with calls, text messages and a billing notification providing the payment due date. As payment was not received timely, on June 28, 2016, T-Mobile referred Ms. [redacted]’s past due balance of $235.22 to an outside collection agency for further collection efforts. It is T-Mobile’s position that Ms. [redacted]’s past due balance of $235.22 is valid as T-Mobile attempted to contact her on May 1, 2016, and May 2, 2016, via the telephone and a final late notice that was mailed on May 8, 2016, to the address on file. However in an effort to amicably resolve this matter, T-Mobile has issued a credit of $235.22 to the above-referenced account bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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

October 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 18, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] has in regards to his T-Mobile account and his recent experience with our Customer Care.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. Please note, T-Mobile records indicate that on September 18, 2017, the Name ID feature was added to Mr. [redacted]’s line ending in 0066 due to an inadvertent error.   Mr. [redacted]’s October 8, 2017, billing statement reflects that the line ending in 0066 was charged pro-rated amounts for the Name ID feature from September 18, 2017, to October 6, 2017, for the amount of $2.53 minus a $0.38 government discount as well as October 7, 2017, to November 6, 2017, for the amount of $4.00 minus a $0.60 government discount.  The total amount charged for the Name ID feature was $5.55.  Please be advised that on October 17, 2017, Mr. [redacted]’s account was credited $5.14 for the Name ID feature.   On October 20, 2017, we spoke with Mr. [redacted] confirming the above, also that the Name ID feature has been removed from his line ending in 0066, and that it is not on any of his other four lines.  As a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, we offered to waive his current balance of $131.66.  Mr. [redacted] accepted this offer and his account balance was reduced to zero.  Please know that we regret any inconvenience this matter may have caused 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.   Daniel R[redacted] Executive Response

April 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To...

Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account. Please be advised that upon speaking with Mr. [redacted], he confirmed that Mr. [redacted] and Mr. [redacted] is the same person.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the recent purchase of his iPhone 7 device and our 2016 iPhone 7 Trade-Up promotion.
On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
In reviewing Mr. [redacted]’s handset upgrade and trade-in, our records confirm that he purchased an iPhone 7 device with 32GB of memory and traded-in an iPhone 6 device. Unfortunately, the device had the “Find My iPhone” enable, therefore; Mr. [redacted] was not eligible for the 2016 iPhone 7 Trade-Up promotion.
Nevertheless, in an effort to amicably resolve this matter, between February 27, 2017, and April 12, 2017, T-Mobile issued equipment credits totaling $649.99 equivalent to the trade-in and promotional bill credits Mr. [redacted] would have been eligible if his trade-in device met the eligibility criteria. T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience that he 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.
Maggie R[redacted]
Executive Response

Complaint: [redacted]
Date Sent: 5/4/2017 10:42:32 AMComplaint: [redacted]I am rejecting this response because: I would like to wait until the next billing cycle to see if this problem has been fixed.   It has been well over 2 billing cycles now, and the problem has yet to be fixed,  hence the reason why I have to keep calling T-Mobile every month.Sincerely,[redacted]