T-Mobile Usa Inc

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

April 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 11, 2017, from [redacted] regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting Ms. [redacted] regarding her correspondence to your office. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care at 1-800-937-8997.
Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to 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.
Mercedes V[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

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]

November 18, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 11, 2015, regarding the above-referenced account. T-Mobile has attempted to reach Ms. [redacted] but unfortunately we have been unsuccessful in our attempts. Therefore, we will attempt to address Ms. [redacted] concerns via this response. We are sorry to hear that Ms. [redacted] is having concerns with her son’s device. [redacted] provides customers another affordable option to use the best new devices on our amazing Data Strong network. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Customer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of device. Customers only pay taxes on the capital cost reduction at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service bill. T-Mobile records indicate that on September 23, 2015, Ms. [redacted] entered into a [redacted] lease for an Apple iPhone 6S 16GB on the mobile number ending in [redacted]. Ms. [redacted] was not required to make a capital cost payment but she agreed to 18 monthly lease payment of $27.00. With respect to Ms. [redacted]’ Apple iPhone 6S on November 10, 2015, Ms. [redacted] contacted Customer Care and after troubleshooting it was found that the handset was indicating an error code 4103, which indicates that the handset has internal damage. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly. Our records indicate that on November 10, 2015, Ms. [redacted] processed a handset exchange and received a replacement device on November 11, 2015. In an effort to amicably resolve this matter, if Ms. [redacted] continues to have technical issues with her handsets, she may contact our Technical Care department at 1-800-937-8997 to further troubleshoot. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his recent in-store upgrade. Our records indicate that on February 27, 2017, Mr. [redacted] upgraded to an iPhone 7 Plus under an Equipment Installment Plan (“EIP”) and agreed to 24 monthly payments of $30.00. During the above transaction, two iPhone 7 plus accessories were also purchased under an EIP for 24 monthly payments of $3.97. T-Mobile regrets any inconvenience to Mr. [redacted] if this wasn’t his intention.
T-Mobile records indicate that on March 31, 2017, both iPhone7 Plus accessories were returned to the T-Mobile Retail location and as such the associated EIP in the amount of $94.98 was closed out. Our records confirm that Mr. [redacted] was not charged a restocking fee for the return of these handsets.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Cesar R[redacted]
Executive Response

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 is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her handset upgrade. T-Mobile records confirm that on December 31, 2015, Ms. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of a Samsung Galaxy S6 Gold 32GB handset and a Samsung Galaxy S6 Black 32GB handset. Ms. [redacted] was not required to pay a capital cost reduction, but agreed to a series of 18 monthly lease payments in the amount of $24.00 per handset.
Records confirm that on March 22, 2017, Ms. [redacted] returned her Samsung Galaxy S6 handsets as part of the JUMP! On Demand lease upgrade program. Ms. [redacted] then leased an Apple iPhone 7 Rose Gold 32GB handset and an Apple iPhone 7 Black 32GB handset. Ms. [redacted] was not required to pay a capital cost reduction, but agreed to a series of 18 monthly lease payments in the amount of $27.00 per handset.
Due to an inadvertent error, Ms. [redacted]’s JUMP! On Demand lease balances for her Samsung Galaxy S6 handsets were not closed at the time of upgrade and continued to bill to her account. Therefore, in an effort to resolve the matter, on April 27, 2017, T-Mobile closed the remaining JUMP! On Demand lease balances for the Samsung Galaxy S6 handsets and applied a credit of $50.88 to Ms. [redacted]’s account for the JUMP! On Demand lease charges on the April 21, 2017 billing statement. As Ms. [redacted]’s account reflected a balance owed of $359.60 for the April 21, 2017 billing statement charges, the balance was reduced to $308.72. Ms. [redacted] has accepted this as a resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

June 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2016, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any ongoing concerns Mr. [redacted] has experienced in regards to his equipment purchases and T-Mobile’s 2016 Friends and Family 2 Lines On Us promotional offer. As stated in our previous letters to your office, under the file number [redacted], dated May 30, 2017, and file number [redacted], dated June 12, 2017, on November 21, 2016, Mr. [redacted] activated the Mobile Internet (“MI”) numbers ending in [redacted] and [redacted]. Please note that from November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or qualifying Simple Choice rate plans could get up to two additional lines for free, via bill credits, through the 2016 Friends and Family 2 Line On Us promotional offer. T-Mobile records confirm that Mr. [redacted]’s account is receiving a bill credit of $25.00 per month, for both numbers ending in [redacted] and [redacted].
Please note that at the time of activation, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a ZTE SyncUp and Drive Black device on the line ending in [redacted]. Mr. [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $6.25. Please note that from November 18, 2016, to February 28, 2017, eligible customers who activated a new MI line or already had an existing MI line with a 2 GB or higher rate plan could get a free T-Mobile SyncUp Drive device when purchased on EIP, via monthly bill credit. Records confirm that Mr. [redacted]’s account is receiving a bill credit of $6.25 per month, making the device free of charge.
On the same day, Mr. [redacted]’s MI line ending in [redacted] was subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $35.00, plus taxes, per month. As this line is bundled on an account with other voice lines of service, Mr. [redacted]’s account receives a $10.00 monthly bill credit for the line of service, reducing the monthly recurring charges to $25.00. Please note that T-Mobile has offered to reduce the rate plan on this line to the SyncUp and Drive basic plan for $5.00, plus taxes per month, which would allow the line of service to remain compatible with the promotions, and therefore, Mr. [redacted]’s account would continue to receive the promotion. Additionally, as a courtesy, T-Mobile would also apply a credit to Mr. [redacted]’s account for the charges assessed to his account for the line of service, since the date of activation.
At the time of activation of the MI ending in [redacted], Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an Alcatel Linkzone Hotspot device. Mr. [redacted] was not required to remit a down payment; however, he agreed to a series of 24-monthly installments of $3.34. Please note that from November 4, 2016, through December 13, 2016, eligible customers who activated a new MI line or have an existing MI line with a 2GB or higher rate plan, including T-Mobile ONE, could get a free Alcatel Linkzone Hotspot when purchased on EIP, via bill credit. Records confirm that Mr. [redacted]’s account is receiving a monthly bill credit of $3.34 making the device free of charge.
At the time of activation, Mr. [redacted]’s MI line ending in [redacted] was subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $35.00, plus taxes, per month. As this line of service is bundled on the account with other voice lines of service, Mr. [redacted]’s account receives a $10.00 monthly bill credit for the line of service, reducing the monthly recurring charge to $25.00. Please note that T-Mobile has offered to reduced Mr. [redacted]’s rate plan to the Simple Choice Mobile Internet 2GB rate plan for $10.00, plus taxes, per month, after monthly bundle bill credit. Additionally, T-Mobile will apply a credit to Mr. [redacted]’s account for the difference in the charges for the rate plan that has been billed and the new monthly recurring charges, since the date of activation.
Please be advised that Mr. [redacted] has declined both above offers. Therefore, in an effort to amicably resolve the matter, T-Mobile will allow Mr. [redacted] to return the above-mentioned equipment, within 30-days of this letter, in good working condition, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: [redacted]
Upon receipt of Mr. [redacted]’s equipment, T-Mobile will apply a credit of $112.49, to the remaining EIP balance of the ZTE SyncUp and Drive device, reducing the balance owed to zero. Additionally, T-Mobile will cancel the lines ending in [redacted] and [redacted] and apply a credit to Mr. [redacted]’s account for the monthly recurring charges assessed to his account from the date of their activation.
Records confirm that on December 12, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone 6s Plus Gray 32GB handset with 32GB of memory. Mr. [redacted] was not required to remit a capital cost reduction payment. However, Mr. [redacted] agreed to a series of 18-monthly installments of $27.00. Records confirm that on May 19, 2017, T-Mobile confirmed the receipt of Mr. [redacted]’s handset. Therefore, on that day, T-Mobile closed Mr. [redacted]’s remaining JUMP! On Demand lease balance and issued a credit of $61.92 to Mr. [redacted]’s account for the monthly lease payments.
Please note that from January 30, 2017, through February 7, 2017, T-Mobile offered the Samsung Galaxy S7 and Galaxy S7 Edge Netflix offer. As part of this offer, customers who purchased a Samsung Galaxy S7 or S7 Edge handset could receive a one-year subscription to Netflix’s streaming service. Customers were required to submit for a single-use code on www.SamsungPromotions.com/WinterNetflix. Once customers receive their single-use code for a free year of Netflix via email, they must submit online at www.Netflix.com/SpecialOffers by March 31, 2017, to receive their free year of Netflix. T-Mobile records confirm that Mr. [redacted] did not purchase a Samsung Galaxy S7 or S7 Edge handset during the promotional timeframe. Should Mr. [redacted] have any supporting documentation that he would like to submit in order for our office to consider providing him with a credit to his account to utilize towards the purchase of a one-year subscription to Netflix, he may do so within 30 days of this letter, directly to my attention at [redacted].[redacted]@T-Mobile.com.
On April 3, 2017, Mr. [redacted] utilized T-Mobile’s JUMP! On Demand lease option with the lease of an LG G6 handset, with the IMEI number of [redacted]. Mr. [redacted] was not required to remit a capital cost reduction payment; however, he agreed to a series of 18-monthly installments of $29.00. Please note that although T-Mobile has no records of Mr. [redacted]’s handset being received at the National Return Center (“NRC”) or to the retail store he leased the handset from, on May 19, 2017, T-Mobile blocked the IMEI number of the above-referenced device, closed the remaining JUMP! On Demand lease balance and applied a credit of $29.41 to Mr. [redacted]’s account for the April 20, 2017, billing statement. As Mr. [redacted]’s account had a balance owed of $326.23 for the April 20, 2017, billing statement, his balance was reduced to $296.82.
Please note that on May 4, 2017, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an LG G6 Ice Platinum handset. Mr. [redacted] was required to remit a down payment of $20.00 and then agreed to a series of 24-monthly installments of $20.00.
T-Mobile records confirm that this handset remains in use on Mr. [redacted]’s mobile number ending in [redacted]. Therefore, T-Mobile respectfully declines applying a credit to Mr. [redacted]’s account for this handset.
Additionally, on May 16, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an Apple iPhone 6s Plus Gray 64GB handset. Mr. [redacted] was required to remit a down payment of $144.28 and then agreed to a series of 24-monthly installments of $29.41. Upon further investigation, T-Mobile has determined that this handset is still in use on Mr. [redacted]’s mobile number ending in [redacted]. Therefore, T-Mobile respectfully declines Mr. [redacted]’s request for additional credit toward the EIP balance.
Please note that T-Mobile does not offer a Google home device. T-Mobile would like to address Mr. [redacted]’s concerns. Therefore, T-Mobile requests that Mr. [redacted] clarify the make and model of the equipment he states that was lost so that we may better assess how to support Mr. [redacted] in finding a resolution to his concerns.
It is important to note that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile would like the opportunity to address Mr. [redacted]’s billing concerns as we are unable to identify what specific charges Mr. [redacted] is disputing. Therefore, should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below or by email at [redacted].[redacted]@T-Mobile.com.
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.
[redacted]
Executive Response

August 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 20, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding the non-return fee assessed to her account on July 23, 2016. T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 16GB handset on May 28, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on June 1, 2016. It is important to note that as of the date of this letter, T-Mobile records confirm that this handset has not been received by our warehouse. Nevertheless, on August 23, 2016, T-Mobile agreed to waive this non-return fee of $549.99. T-Mobile has issued the credit which lowered Ms. [redacted]’s balance to $103.66. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

August 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 21, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding the return of a signal booster. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.
Upon speaking with Mr. [redacted], T-Mobile confirmed that he returned the Signal Booster at a retail store on August 19, 2017. Mr. [redacted] was advised to disregard any text message notifications advising him of a non-return fee. Please note, as of the date of this letter the balance on the account reflects a zero balance. As a gesture of good faith due to the inconvenience Mr. [redacted] encountered T-Mobile offered to apply a $30.00 credit toward his prepaid mobile number ending in [redacted]. Mr. [redacted] accepted this as a resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted]
Executive Response

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

November 1, 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 c[redacted]pondence dated October 25, 2016, regarding the above-referenced account. Please be advised that T-Mobile has resolved Ms. [redacted]’s concern to her satisfaction. T-Mobile regrets any concern to Ms. [redacted] in regards to her above-referenced account. Please be advised that on April 21, 2015, Ms. [redacted] purchased an Apple iPhone 6 on T-Mobile’s Equipment Installment Plan (“EIP”) option and Lifeproof accessory on May 1, 2015. EIP is a purchase option that T-Mobile offers customer to purchase equipment by paying a down payment at the time of purchase and agreeing to 24-monthly installments for the difference that are billed in addition to her monthly recurring charges. At the time of purchase for the Apple iPhone 6 Ms. [redacted] paid a down payment of $194.00 and agreed to 24-monthly installments of $14.83; for the Lifeproof accessory she paid a down payment of $39.99 and agreed to 24-monthly installments of $1.86. Please be advised that if the account is closed at any time prior to the EIP balance being competed any open balance is accelerated and due immediately. Our records reflect that Ms. [redacted] did not contact Customer Care to report that her mobile device was misplaced or to request that her services be suspended. On September 23, 2016, a billing statement generated reflecting a past due balance of $86.15 for monthly recurring charges and applicable taxes and fees for service from August 23, 2016, through September 22, 2016. New charges in the amount of $86.15 for monthly recurring charges and applicable taxes and fees for services from September 23, 2016, through October 22, 2016, bringing the total balance due in the amount of $172.30 which was due by October 15, 2016. On October 23, 2016, a billing statement generated reflecting a past due balance of $172.30 and new charges in the amount of $86.96 for a total balance due of $259.26 by November 15, 2016. The new charges are for monthly recurring charges and applicable taxes and fees for services from October 23, 2016, through November 22, 2016. Please be advised as Ms. [redacted] did not repot her device was stolen her services remained active in which she continued to be billed for monthly recurring charges. Pursuant to T-Mobile’s Terms and Conditions customers are financial responsible for all charges up until the date that the loss or theft is reported. However, in an effort to provide the Un-carrier experience, on October 28, 2016, T-Mobile applied a credit of $141.25 for recurring services not used from October 9, 2016, through November 22, 2016, leaving a balance due in the amount of $118.01. Please be advised that at the time of activation, April 1, 2015, Ms. [redacted] was required to pay a $50.00 security deposit in which this deposit was released toward the account leaving a balance due in the amount of $68.01. Please note the account is currently pending a final billing statement that includes the accelerated EIP balance of $84.27 which will reflect on Ms. [redacted]’s billing statement dated November 22, 2016. It is T-Mobile’s position that the charges are valid and owed. T-Mobile regrets any inconvenience. 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

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

December 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
 To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 20, 2017, regarding the above-referenced account.
T-Mobile regrets any continued billing concerns [redacted] has experienced. As detailed in our letter to your office dated August 28, 2017, [redacted]’s account reflected a past due balance of $1,433.16, which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxes. Following a conversation with our Executive offices on August 23, 2017, T-Mobile offered to accept the return of the two Apple iPhone 7 handsets leased through our JUMP! OnDemand (“JOD”) offering, as well as the Samsung Galaxy S8 handset, the Galaxy Gear S Frontier wearable device, and the charging stand accessory purchased using our Equipment Installment Plan (“EIP”) offering for credit of the remaining balance of each item received, totaling $1,417.17. [redacted] accepted this offer, and T-Mobile provided a prepaid mailing label to return the equipment.
Upon further review, T-Mobile On September 1, 2017, T-Mobile received the two Apple iPhone 7 handsets, and the Samsung Galaxy S8 handset. However, the Galaxy Gear S3 wearable device and the charging accessory were not received. As such, above referenced credits were not issued.
Regretfully, [redacted]’s account was cancelled on November 26, 2017, for non-payment. As such, [redacted]’s JODs and EIP were accelerated and billed to the account.
[redacted] was sent a final billing statement in the amount of $3,134.04, which consisted of a past due balance of $1,651.82 for services form May 2, 2017, through November 26, 2017, the accelerated equipment charges of $1,492.75, and credits of $10.53 for previously billed taxes.
After speaking with [redacted] on December 21, 2017, and in an effort to fully resolve [redacted]’s concerns, T-Mobile issued a credit of 3,134.04 for the equipment monthly recurring charges for services form May 2, 2017, through November 26, 2017. As of the date of this letter, [redacted]’s account remains cancelled and reflects a zero balance. T-Mobile regrets any inconvenience to [redacted] and we appreciate the opportunity to address her 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]

June 11, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[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 correspondencedated June 5, 2015, regarding the above-referenced account.  Mr. [redacted] has confirmed that his issue hasbeen resolved to his satisfaction.  We regret anycoverage concerns Mr. [redacted] may have experienced with the text messaging onhis T-Mobile service.  T-Mobile hasinvestigated Mr. [redacted] concern and has confirmed that there was a technicalissue in the area causing issues with text messaging; however, engineering hasconfirmed that the issue has since been addressed and the issue resolved. T-Mobile recordsreflect that Mr. [redacted] account has been credited a total of $123.31for theissues he was experiencing with text messaging. On June 10, 2015, T-Mobile was in contact with Mr. [redacted] and in aneffort to amicably resolve the matter; T-Mobile has offered to credit theremaining Equipment Installment Plan (EIP) balance for the Samsung Galaxy S5 handsetif he will return it to T-Mobile.  Mr.[redacted] must return the Samsung Galaxy S5 in acceptable like new condition withno modifications or damage, such as broken or cracked plastics, LCD or internalparts, or water damage, with all its original accessories included.  Mr. [redacted] must send the Samsung Galaxy S5handset to my attention at T-Mobile, Executive Response, [redacted]Albuquerque, NM 87107.  T-Mobilerecommends sending the devices via a traceable carrier and requesting atracking number when shipping within 14-days from the date of this letter.  When the equipment is received and inspectedby T-Mobile, a credit for EIP balance will be issued.  Additionally, on June 10, 2015, T-Mobileissued a courtesy credit totaling $136.96, bringing the account balance to$115.38.  Mr. [redacted] has been advisedthat he will be responsible for monthly recurring charges billed from June 2,2015 through the date of cancellation. T-Mobile regrets any inconvenience to Mr. [redacted].     Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

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

Complaint: [redacted]
I am rejecting this response because: I don't believe my concerns were ever addressed regardless of whether I chose to deal with the company or not.Regards,
[redacted]

June 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

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

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

July 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 21, 2016, regarding the above-referenced account. Please note that T-Mobile records confirm that Mr. [redacted] is an authorized user on the account of [redacted]. T-Mobile is pleased to report that upon speaking with Mr. [redacted], he confirmed that we have resolved this matter to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with regards to his recent purchase of an Apple iPhone 6 Plus 16 GB device. Our records confirm that on May 7, 2016, Mr. [redacted] purchased an Apple iPhone 6 Plus 16GB device. At the time of Mr. [redacted]’ purchase, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchase. As Mr. [redacted] is outside of the 14 day return period, when he attempted to upgrade his handset to a larger memory model Apple iPhone 6 Plus device, he was required to pay a $380.00 down payment towards the purchase of a new handset. Although Mr. [redacted] is outside of the return period, as a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to exchange Mr. [redacted]’ handset for the requested Apple iPhone 6 Plus 64GB in exchange for his Apple iPhone 6 Plus 16GB device and a $100.00 charge to his next month’s billing statement which is equal to the difference of cost between the two handsets. The Apple iPhone 6 Plus device currently in Mr. [redacted] possession can be mailed to my attention to the following address: T-Mobile USA, Inc. Attn: [redacted] T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the device, battery, charger, and his account information within the box to ensure that he receives the proper credit upon receipt of the handset. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than August 15, 2016. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response