T-Mobile Usa Inc

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]

October 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

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

October 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a correspondence dated September 22, 2017, from Mr. [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. T-Mobile is pleased to note that we have resolved Mr. [redacted]’s concern to his satisfaction.    T-Mobile regrets any concern that Mr. [redacted] had regarding the 2016 iPhone 7 Trade Up promotion.  Please be advised that starting September 9, 2016 for a limited time, new and existing postpaid customers who traded in their fully paid off Apple iPhone handset (from any carrier) received a new Apple iPhone 7 handset, valued at $650.00, for free (via bill credits) when purchased on Equipment Installment Plans (“EIP”).  On September 10, 2016, Ms. [redacted] processed a preorder for lines ending in [redacted] and [redacted] for two Apple iPhone 7 handsets on EIP.  As a part of qualifying for the promotional bill credits, customers were required to ship their paid off Apple iPhone handsets to T-Mobile. Regrettably, T-Mobile only received one of the Apple iPhone 6S handsets that Ms. [redacted] advised she would be shipping.  This qualified the line ending in [redacted] for an initial trade in value of $265.00, and a continuous bill credit for 24 months of $16.05 per month, reducing the cost of the Apple iPhone 7 handset to zero. The line ending in [redacted], however, did not qualify and therefore no automatic bill credits were applied.   In an effort to resolve Mr. [redacted]’s concerns, T-Mobile applied credits to the EIP on lines [redacted] and [redacted] in the amount of $297.82 each to cover the combined bill credits to date and an initial trade in value of a second handset.  In addition, T-Mobile applied a balance credit of $230.12 to complete the overall value of $650.00 per handset, reducing the account balance to a credit balance of $230.12.  Ms. [redacted] accepted this as a resolution to their concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]

May 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] regarding his billing statement. According to our records, the bill cycle closes on the fourth of each month with their new bill cycle beginning on the fifth. As such, Mr. [redacted] should expect a bill within three to five business days from the closing date to be available for review through his www.My.T-Mobile.com account.   Unfortunately, the billing statement for the period ending May 4, 2017, was delayed in processing.  Statement delays can occur when a billing or system issue prevents bills from processing during the bill cycle, such as a billing discounts, add a line activation and system related issues. Delayed statements are held until the issue is fixed. However, once the issue is fixed, statements are reprocessed and sent to the customer with an extended due date to compensate for the delay in processing their statement.   Our records reflect that on May 15, 2017, the billing statement was corrected and made available to review on-line with an extended due date of June 4, 2017. Please note that as the account qualified for the Smartphone Equality program on August 14, 2015, as such, the account will remain eligible without worry of reverse regardless of on-time payments. However we appreciate Mr. [redacted] concern for his account reflecting a current balance and sincerely apologize for the inconveniences this has caused.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

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

May 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his recent handset accessory purchase. Our records confirm that Mr. [redacted] activated his account on October 16, 2016, and currently has four active lines of service. On October 17, 2016, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase a Samsung Galaxy S7 Edge handset. Upon speaking to Mr. [redacted], he indicated that he purchased a screen protector at that time, which he indicated was not to his satisfaction. Please note that T-Mobile does not manufacture handset accessories; however, we appreciate the opportunity to assist Mr. [redacted] with his accessory concerns.
Our records confirm that on January 30, 2017, Mr. [redacted] participated in our Handset Exchange Program for his Samsung Galaxy S7 Edge handset, as part of the one-year Limited Warranty provided at the time of his purchase by the manufacturer of the device. It is important to note that T-Mobile recommends that all accessories, such as screen protectors and protective cases, prior to returning the non-working handset. T-Mobile records confirm that upon receipt of the replacement handset, on February 15, 2017, Mr. [redacted] used our EIP program once again to purchase a USB cable, a protective case, and a screen protector for his Samsung Galaxy S7 Edge handset. Mr. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $3.54 for the accessories.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 26, 2017, T-Mobile closed the EIP for the screen protector. As such, Mr. [redacted] will no longer be billed for the accessory. Additionally, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $60.00, for the cost of two of the previously purchased screen protectors and applicable taxes. Mr. [redacted]’s account remains active, with a balance of $219.28. Payment for this balance is due May 9, 2017. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

May 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 April 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his handset return. On November 25, 2016, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy S7 32 gigabytes (“GB”) handset with International Mobile Equipment Identifier (“IMEI’) number [redacted] under the line ending in 1358. At the time of purchase, Mr. [redacted] traded-in a Samsung Galaxy S6 64GB handset for a trade-in value of $118.00 which was used to pay the taxes on the purchase and the remaining $28.78 was applied as a bill credit to the account. Also, Mr. [redacted] agreed to a series of 24 monthly installments in the amount of $28.75.
Following, on December 31, 2016, Mr. [redacted] activated the mobile number ending in 0871 and again took advantage of a separate EIP with the purchase of a Samsung Galaxy S7 32GB handset bearing IMEI number [redacted] under the newly activated line. Mr. [redacted] paid the sales taxes of $67.27 and accepted 24 monthly installments of $28.75.
Upon review, the Samsung Galaxy S7 handset with IMEI number [redacted] is in use under the line ending in 1358 and the Samsung Galaxy handset with IMEI number [redacted] was confirmed received on January 25, 2017, by T-Mobile.
In an effort to amicably resolve this matter, on May 6, 2017, T-Mobile closed the remaining EIP balance for the Samsung Galaxy S7 handset with IMEI number [redacted] and will credit its remaining balance once the charge reflects on Mr. [redacted]’s account. Additionally, credits totaling $113.25, for the previously billed Samsung Galaxy S7 EIP monthly installments, were issued to the account. As a gesture of goodwill, an additional credit of $97.50 was issued to the account bringing the account to a zero balance. We regret any inconvenience to Mr. [redacted] and appreciate his business.
Please be advised that Mr. [redacted]’s is subscribed to the T-Mobile ONE Two Lines All Inclusive rate plan for $110.00 per month. Additionally, he has two active EIP for one Samsung Galaxy S7 32 gigabytes (“GB”) handset and one iPhone 7 1268GB handset with monthly installments totaling $55.84. As Mr. [redacted]’s account is enrolled into AutoPay, he receives a $5.00 per line AutoPay discount per month. Also, the account is enrolled into the 2016 November Samsung Galaxy S7 offer and receives a promotional EIP bill credit of $23.84 per month. Based on the above, Mr. [redacted]’s estimated monthly recurring charges are $132.00 including bill credits, taxes, and fees.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

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

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

Tell us why here... April 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2018, regarding the above-referenced account.  T-Mobile is please to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns were resolved to his satisfaction. We regret any inconvenience Mr. [redacted] experienced regarding the timeframe and shipment of his Samsung Gear watches.  On March 24, 2018, Mr. [redacted] visited a T-Mobile retail location to purchase two Samsung Gear watches.  The devices were shipped with UPS Ground Shipping for $7.00.  It is important to note that UPS Express Shipping is $24.99.  We regret if Mr. [redacted] was advised otherwise.  T-Mobile make every effort to provide complete and accurate information to our customersMr. [redacted] confirmed the he received the watches on March 27, 2018.  In an effort to amicably resolve this matter, T-Mobile applied credits totaling $7.00 to Mr. [redacted]’s account for the shipping costs which brought his balance to $162.52.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 888-3730.Very truly yours,T-MOBILE USA, INC.Mary W[redacted]Executive Response

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 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account.
T-Mobile regrets to hear of any concerns Mr. [redacted] has experienced regarding a previous offer from the T-Mobile Customer Care team. 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.
Upon review of Mr. [redacted]’s account, T-Mobile is unable to find record of a promised credit for the cost of two SIM starter kits. Nevertheless, in an effort to amicably resolve the matter, on April 3, 2017, T-Mobile applied a credit in the amount of $53.38 toward Mr. [redacted]’s account for the cost of his two SIM starter kits and applicable taxes. Mr. [redacted]’s account remains active with a revised balance of $148.60 due on April 13, 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.
Brandon M[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] 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 January 2, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to her T-Mobile billing and appreciates the opportunity to respond to her concerns. Please be advised that on June 21, 2015, T-Mobile records confirm that Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 16GB handset in Silver on her mobile number ending in [redacted]. Additionally, on October 15, 2015 Ms. [redacted] initiated a JUMP! On Demand (“JoD”) lease for an Apple iPhone 6s 16GB handset in Space Gray on her mobile number ending in [redacted]. It is important to note that for each of these offerings, payments for equipment are made in a predetermined number of monthly installments (depending on the program). However for both offerings; should a customer choose to cancel their service prior to fulfilling the monthly payment terms, the remaining balance of the financed devices will become due in full on the final billing statement. Please note that as of February 9, 2014, Ms. [redacted]’s mobile number ending in [redacted] was subscribed to the JUMP! feature. The JUMP! feature 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 for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. T-Mobile record confirm that on September 17, 2016, Ms. [redacted] JUMP!ed the Apple iPhone 6 16GB handset in Silver to a new Apple iPhone 6s 16GB in Space Gray handset utilizing our EIP program on her mobile number ending in [redacted]. Please note that Ms. [redacted] was not required to place a down payment but agreed to 24 monthly installments in the amount of $22.91. Additionally, the remaining balance of $243.72 for the Apple iPhone 6 16GB handset in Silver. Please note that a Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. Please note that T-Mobile investigated this matter and found that the COR for Ms. [redacted]’s mobile number ending in [redacted] was processed on September 17, 2016. As of that date, Mr. [redacted] was no longer financially responsible for the mobile number ending in [redacted]; however, he did remain responsible for the remaining balances of the aforementioned EIP and JOD. Regrettably, after further review T-Mobile found that Ms. [redacted] did not request that the new EIP for the Apple iPhone 6s 16GB handset in Space Grey purchased on September17, 2016, be transferred along with the mobile number ending in [redacted] to the new account. Additionally, pursuant to Mr. [redacted]’s request on September 18, 2016, T-Mobile cancelled his mobile numbers ending in [redacted] and [redacted], causing the remaining balances of the aforementioned EIP and JOD to bill out to the final billing statement dated October 19, 2016. T-Mobile records confirm that Ms. [redacted]’s final billing statement dated October 19, 2016, reflected a total balance in the amount of $948.57. Please note that $76.11 was considered past due. Ms. [redacted] was assessed $872.46 in current charges, for the remaining balances of her previously agreed upon EIP in the amount of $527.07 and JOD in the amount of $345.39, which was due in full on November 11, 2016. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. As T-Mobile’s internal collection efforts were unsuccessful, on December 17, 2016, Ms. [redacted]’s account was referred to a third party collection agency, Convergent Outsourcing Inc., for further collection efforts. On December 16, 2016, T-Mobile records confirm that Ms. [redacted] contacted T-Mobile Customer Care and was correctly advised of what charges comprised her final billing statement. At that time she declined providing any form of payment. As Ms. [redacted] retains possession of both of the handsets it is T-Mobile’s position that the charges are valid and owed. Nevertheless, as a courtesy to Ms. [redacted] on December 29, 2016, a one-time credit in the amount of $527.07 for the remaining balance of the Apple iPhone 6s 16GB handset in Space Grey, has issued to her above referenced account resulting in an updated balance in the amount of $181.40. It is T-Mobile’s position that these charges are valid and owed. Upon speaking with Ms. [redacted] on January 3, 2017, she remitted a payment in the amount of $181.40 resulting in an updated balance of zero. In addition on January 3, 2017, T-Mobile instructed the third party collection agency to remove any negative reporting. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

October 11, 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 October 8, 2016 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 are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
We regret to hear of Ms. [redacted]’s concerns regarding her recent handset purchase.   T-Mobile records indicate that on October 1, 2016 Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase, if applicable, and agreeing to pay the remaining balance in 24 monthly installments.  As Ms. [redacted] had intended to pay for the device in full as opposed to financing the device, also on October 1, 2016, T-Mobile collected payment from Ms. [redacted] for the remaining balance on the EIP thus the device was paid in full as Ms. [redacted] intended.
 
T-Mobile provided a fourteen day return period at the time of Ms. [redacted]’s purchase during which she would be able to return the device if it did not meet her needs.  Please note that devices returned within the return period may be subject to a restocking fee of up to $50.00. The return period is the same whether a device is purchased in full or with an EIP.    
 
However, in an effort to amicably resolve the matter, on October 11, 2016 T-Mobile has ordered a new device for Ms. [redacted] and asked that she return her existing device upon receipt to:
 
T-Mobile USA, Inc.
Attn: David T[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
 
Additionally, Ms. [redacted] will not be required to pay the difference between her original device and her new device nor will we charge her a restocking fee.  We regret any inconvenience Ms. [redacted] may have experienced.
 
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 recent contact with our retail location.
 
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.
 
David T[redacted]
Executive Response

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

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

December 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 17, 2015, regarding the above-referenced account. As stated in our previous correspondence, to be eligible for this offer, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier detailing the final device charges if on an equipment installment plan, or specific descriptions for the early termination fees assessed to T-Mobile at www.switch2t-mobile.com, within two months of activation. It is important to note that once the submission is received, it can take up to eight-weeks for the reimbursement to be approved and mailed to our customers. A review of Ms. [redacted]’s account confirms that a submission for the Carrier Freedom was not received, however on November 27, 2015, T-Mobile requested Ms. [redacted] send in the final billing statement, and as such a refund of $398.12 was sent to her on December 12, 2015 upon receiving the documentation. As a gesture of goodwill, although the submissions timeline has exceeded in an effort to amicably resolve the matter, T-Mobile has agreed to refund Ms. [redacted] the amount of $470.10. The refund has been processed directly to Ms. [redacted]’s financial institution, please allow five business days for the refund to reflect. Should Ms. [redacted] have any questions concerning the refund, she may contact me directly at the number listed below. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

December 6, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 29, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated [redacted] as an authorized user of the account.  We are pleased to report that upon speaking with Ms. [redacted] we can confirm that her concerns have been resolved to her satisfaction.
 
We are sorry to hear that Ms. [redacted] has experienced any complications with upgrade during our Black Friday Promotion. From November 24, 2016 through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus for free with bill credits. It is important to note that our customers were responsible for any applicable down payments and taxes at the time of purchase as standard out of pocket cost and deposit rules still applied.
 
As such, Ms. [redacted] was required to pay a down payment of $153.99 for the Apple iPhone 7 128GB plus taxes upfront for each device. Hence, on November 25, 2016, when Ms. [redacted]’s order was placed for two Apple iPhone 7’s an authorization of $265.95 was attempted. Unfortunately this transaction was declined by her credit card and the order was subsequently cancelled.
 
We apologize for the inconveniences this caused Ms. [redacted] and regret that she had been given any other expectation for her upfront cost. Please note that we make every effort to provide complete and accurate information to our customers as well as being professional and courteous, which is not only an expectation but also part of the values that T-Mobile lives by each and every day. Without the support of our customers we wouldn’t be able to continue to our movement and growth. Therefore, although the Black Friday Promotion has since expired, we have offered as a courtesy to adjust one Apple iPhone 7 if Ms. [redacted] wanted to purchase an Apple iPhone 7 through our Equipment Installment Plan (“EIP”). Please note that on December 6, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfaction.
 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. In speaking with Leah from T-Mobile, she was able to resolve the issue per my request and also compensated me for the time and miscommunication experienced. Sincerely, [redacted]

August 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 18, 2016, regarding the above-referenced T-Mobile prepaid number. T-Mobile regrets any concerns Ms. [redacted] may have experienced upon activation of her account and receiving an incorrect device. We further regret any inconvenience Ms. [redacted] may have experienced when discussing her account events with our Customer Care and Sales representatives. We make every effort to provide complete and accurate information to our customers with every interaction. Please be advised, on July 14, 2016, an iPhone SE 16 GB Space Gray device with International Mobile Equipment Identifier (“IMEI”) [redacted] was ordered with our Telesales team on a JUMP On Demand (“JOD”) lease for $16.61 per month for 18 months. A $24.01 capital cost reduction payment, $20.00 SIM Starter Kit and $4.18 sales tax was charged to Ms. [redacted]’s credit card ending in [redacted] for a total of $48.19. This IMEI [redacted] was returned to our warehouse on August 3, 2016. T-Mobile records indicate that on July 31, 2016 a credit of $48.19 was issued to Ms. [redacted]’s card ending in [redacted]. Please be advised it can take three to ten business days to receive the refund. On July 19, 2016, an iPhone SE 64GB Rose device with IMEI [redacted] was purchased in a T-Mobile store on an Equipment Installment Plan for $19.09 per month for 24 months. A $42.00 down payment plus $47.50 in taxes was charged to her credit card ending in [redacted] for a total of $89.50. When the device was returned to a T-Mobile store a credit was provided in-store. We regret any concerns Ms. [redacted] may have in regards to a $50.00 restocking fee. However, the sales receipt provided to Ms. [redacted] on July 19, 2016, stated that there may be a restocking fee for returned equipment. However, on August 24, 2016, we spoke with Ms. [redacted] and advised that as a courtesy to her, T-Mobile waived the remaining balance of $54.41 on her account to cover the $50.00 restocking fee. As of the date of this letter Ms. [redacted]’s account is closed with a zero balance. Lastly, T-Mobile records confirm only one credit inquiry was completed for Ms. [redacted] when she first applied for service on July 14, 2016. T-Mobile truly regrets any inconvenience to Ms. [redacted] and we hope to serve her again in the future. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

June 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 26, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], who has been designated as an authorized user by Mr. [redacted], she has confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding the T-Mobile account. T-Mobile records confirm that Mr. [redacted] canceled his account on March 12, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through April 10, 2017.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on March 30, 2017, T-Mobile issued a credit to the account in the amount of $156.72 for the final charges incurred from March 11, 2017, to April 10, 2017. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved, and has no further concerns. Ms. [redacted] has also been informed that as of the date of this letter, the account had not yet been referred to a third party collection agency, and as a result of the credit, collection activity will not continue. 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.
Adrianne F[redacted]
Executive Response