T-Mobile Usa Inc

Revdex.com:
 
I have received a response from the business with respect to the above complaint ID, and was satisfied initially with the response. 
 
However, following this issue, some additional issues related to the first issue have come up and I am requesting a second callback from the company to discuss my concerns.
 
Yours truly,
 
[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]
                        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

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]

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. Thank you for your time and assistance,Sincerely, [redacted]

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

June 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 25, 2016, regarding the above-referenced account. T-Mobile is happy to report this issue has been resolved to Ms. [redacted]’s satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her account. Please be advised T-Mobile has no record of a payment being withdrawn in the amount of $55.75 from Ms. [redacted]’s account. Additionally, upon speaking with Ms. [redacted] she stated the charge is no longer appearing on her bank statement and she has no further concerns 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. Zachary S[redacted] Executive Response

September 15, 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 7, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] has in regards to his T-Mobile account. T-Mobile records confirm that Mr. [redacted] activated services on April 28, 2017.  Mr. [redacted] was subscribed to the T-Mobile ONE with taxes included rate plan for $75.00 monthly for his mobile number ending in [redacted].  Please note that Mr. [redacted]’s account was billed by a system known as “bill current”. His billing cycle ran from the 29th of one month to the 28th of the following month due on the 21st of the month.    Mr. [redacted]’s billing statement dated April 29, 2017, was provided showing a balance of $70.00.  This balance included charges for services from April 29, 2017 through May 28, 2017, and was due on May 21, 2017.  It is important to note that Mr. [redacted] had Autopay wherein the amount of $70.00 was scheduled to be withdrawn from his financial institution on May 18, 2017.  T-Mobile records indicate that Mr. [redacted] removed the AutoPay feature on May 16, 2017, via the ww.t-mobile.com website.  Mr. [redacted] did not remit payment for the abovementioned balance.  Therefore, the balance of $70.00 was carried forward to Mr. [redacted]’s following billing statement.    Mr. [redacted] account was canceled on May 28, 2017, pursuant to his request.  On May 29, 2017, Mr. [redacted]’s final billing statement was provided showing a balance of $70.17 which included a past due balance of $70.00 for charges on his April 29, 2017 billing statement, and new charges of $0.17.  Please note, T-Mobile’s first contact with Mr. [redacted] regarding his balance was on September 6, 2017, after the balance had been referred to a third party Collection Agency.  T-Mobile regrets any misunderstanding to Mr. [redacted] regarding his balance after cancellation.   After Mr. [redacted]’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact him in an effort to resolve his outstanding balance.  As T-Mobile was unsuccessful in collecting payment for Mr. [redacted]’s account, it was referred to a third-party collection agency Receivables Performance Management for the collection of the past due balance.  As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee.  The amount of a collection fee is determined by the amount of the past due balance.  Accordingly, a one-time collection fee in the amount of $17.54 was charged to the account, which left a revised final balance in the amount of $87.71.   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.    On September 6, 2017, Mr. [redacted] made a payment directly through T-Mobile in the amount of $87.71.  Mr. [redacted]’s credit file will be updated within 90 days showing paid in full.  T-Mobile respectfully declines Mr. [redacted]’s request to remove the negative reporting from his credit file as the balance that was owed was valid and due.  T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[redacted] Executive Response

September 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]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 3, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Ms. [redacted] 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.
T-Mobile records indicate that on August 18, 2017, Ms. [redacted] activated two additional lines of service. The mobile number ending in [redacted] was added as a fifth voice line to the $120.00 Simple Choice North American Unlimited Talk, Text, Plus 10GB Each 4 Line rate plan. This line of service was added for an additional $20.00 per month. Additionally, the mobile internet line ending in 5577 was activated on the $20.00 Simple Choice North American Mobile Internet 2GB rate plan. Additionally, Ms. [redacted] has an additional mobile internet line ending in 3722 that is on the $35.00 Simple Choice North American 6GB Mobile Internet rate plan. Please be advised that both mobile internet lines receive a $10.00 discount as Ms. [redacted] has a voice lines accompanying them. Additionally, Ms. [redacted] is paying $12.00 for each of her five voice lines to have T-Mobile’s JUMP! feature which includes handset insurance. Including applicable taxes, fees, and discounts, Ms. [redacted]’s expected monthly recurring service charges were $270.00 per month.
In addition to the rate plan and feature costs referenced above Ms. [redacted] has numerous Equipment Installment Plan (“EIP”) charges totaling $163.69 per month for prior handset and accessory purchases and leases. Included in the $163.69 were the Samsung Galaxy S8 Plus and Samsung Galaxy S8 purchased on August 18, 2017, utilizing T-Mobile’s EIP offering. Ms. [redacted] was required to remit a down payment of $110.00 for her equipment and she agreed to 24 monthly installment plan charges $30.00 per device. Please note that T-Mobile was running a Buy One Get One (“BOGO”) offering at the time of purchase but regretfully Ms. [redacted]’s rate plan does not qualify for the promotion.
In an effort to amicably resolve this matter, on September 5, 2017, T-Mobile credited one Samsung Galaxy S8 EIP balance of $720.00. Furthermore, T-Mobile applied a remaining courtesy credit of $230.00 toward the open EIP balances on the account. Lastly, T-Mobile changed Ms. [redacted] to the T-Mobile ONE rate plan at her request. Upon speaking with Ms. [redacted] she accepted this as resolution. Ms. [redacted] can expect her monthly access charges and EIP charges to total $388.23 including taxes each month.
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.
Zachary S[redacted]
Executive Response

December 4, 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 November 27, 2016, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. [redacted]; however our attempts have been unsuccessful. Therefore, T- Mobile will attempt to address Ms. [redacted]’s concerns via this letter to your office. T-Mobile regrets that Ms. [redacted] has concerns regarding a $187.00 Apple iPhone 6S handset Trade In value that was eligible for two simultaneous promotions. T-Mobile records confirm that both the Carrier Freedom promotion and the Apple iPhone Trade Up promotion that Ms. [redacted] qualified for were eligible to receive the trade-in value as part of the promotional offers. In an effort to resolve this matter amicably, T-Mobile has applied a credit of $187.00, to the account, to honor the second promotional offer not received. The account currently reflects a credit balance of $224.99. 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. Pancho Q[redacted] Executive Response

July 9, 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 July 2, 2015, 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 offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as a The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. The $50.00 one-time credit offer is available with the grandfathered Advantage Program based on the individual discount offered. T-Mobile records confirm that on December 27, 2014, Mr. [redacted] activated his T-Mobile account. Based on Mr. [redacted] date of activation he qualifies for the current Advantage Program which offers a $25.00 Reward Card for each new device or tablet that is purchased. Nevertheless, in an effort to amicably resolve the matter, T-Mobile has migrated Mr. [redacted] account to the grandfathered Advantage Program, which offers an ongoing 15% monthly discount of Mr. [redacted] monthly access charges, which will appear on Mr. [redacted] next billing statement. Please note that Mr. [redacted] may be required to annually re-verify his employment or affiliation in order to retain the discount. When verification is not provided timely, the discount is expired. In addition, upon speaking to Mr. [redacted], on July 7, 2015, T-Mobile applied a courtesy credit in the amount of $75.00 toward Mr. [redacted] account which is equivalent to five months of Mr. [redacted] grandfathered Advantage Program discount. Pursuant to our conversation with Mr. [redacted], his concerns have been fully resolved. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[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

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.  T-Mobile was very helpful in resolving this matter. Thank you.

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

Tell us why here... February 1, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted]T-Mobile Account Holder: [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 a letter dated January 26, 2018, from [redacted] regarding the above-referenced account.  As previously mentioned, Ms. [redacted] is an authorized user of the accountT-Mobile regrets to hear that Ms. [redacted] feels our previous response was not sufficient to address her concerns.  We have attempted to contact Ms. [redacted] at the number she provided to your agency and unfortunately, we have been unsuccessful in discussing her concerns.   As mentioned in our previous response, T-Mobile records reflect that on December 14, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 8 handset, as well an Alcatel A30 Tablet with the addition of a new mobile internet line of service ending in 5031.  Upon review, T-Mobile records reflect that during this time period there was no offer that would allow the tablet to be free. On January 25, 2018, Ms. [redacted] returned the Alcatel A30 Tablet.  Also on that date, the mobile internet line ending in 5031 was canceled.  Our records confirm that a restocking fee was not charged on the date of the return.  T-Mobile regrets any inconvenience this may have caused 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.Dolly A[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

December 14, 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 9, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any frustration Ms. [redacted] encountered with her equipment order. Our records confirm that on November 11, 2015, Ms. [redacted] placed an order for a new Samsung Galaxy S5 for number ending in [redacted] through our Handset Upgrade Program. Ms. [redacted] elected to finance the equipment through the Equipment Installment Plan (“EIP”) offering wherein she made a down payment of $27.40 and agreed to pay the remaining balance of $399.99 in 24 monthly installments of $16.67. We have reviewed the order and verified that the equipment was not delivered to Ms. [redacted]. As such, on December 9, 2015, the EIP was ended, the balance waived and Ms. [redacted]’ initial payment of $27.40 was refunded back to her credit card which she used to make the initial payment. As a courtesy to Ms. [redacted], on December 9, 2015, we applied a $20.00 credit to her account for her inconvenience. 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. Brian W[redacted] Executive Response

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

[redacted]                         T-Mobile Account Holder: [redacted].                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 24, 2017, regarding the above-referenced account.  Please be advised that [redacted] and [redacted]. is the same person. T-Mobile is pleased to report that we spoke to Mr. [redacted] and he confirms that his concerns have been resolved to his satisfaction.   T-Mobile regrets any concerns Mr. [redacted] has in regards to his service and the cost of new handsets.  T-Mobile records confirm that Mr. [redacted] was using an unlocked Samsung Galaxy S5 handset and an Apple iPhone 5 handset from [redacted].  It should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers.  Historically, the basic functions of unlocked handsets work on our network; however, certain advanced features may work sporadically or not at all.  We regret any inconvenience Mr. [redacted] has experienced.   Upon further review of Mr. [redacted]’s coverage area, T-Mobile has confirmed that the area was recently upgraded from UTMS 1900MHz to LTE 1900MHz.  Please be advised that this change was in an effort to enhance the overall functionality of our network and was geared to provide customers with a superior network experience.  As noted above, there are several factors that can affect coverage and T-Mobile has determined that the handsets that Mr. [redacted] was using prior to our network modernization is not compatible with LTE 1900MHz service.    Please be advised that since 2013, T-Mobile no longer offers subsidized or discounted handsets.  Customers may purchase handsets at full retail price.  Qualified customers may use the Equipment Installment Plan (EIP) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of 24 months through a series of installments added to the monthly billing statement.  It is important to note that T-Mobile does not price match handsets as well as we do not reimburse for accessories that were purchased from a prior company.   T-Mobile records confirm that Mr. [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings:   On August 19, 2017, Mr. [redacted] purchased a Samsung Galaxy S7 32GB handset for $480.00.  Mr. [redacted] was not required to remit a down payment and agreed to 24-monthly installments in the amount of $20.00.On August 23, 2017, Mr. [redacted] purchased an Apple iPhone SE 32GB for $399.99.  Mr. [redacted] was required to remit a down payment of $16.00 and agreed to 24-monthly installments in the amount of $16.00.   T-Mobile records confirm that Mr. [redacted] has qualified for and took advantage of T-Mobile’s 2017 Q4 U1900 Network Upgrade Offer which from August 12, 2017 through December 31, 2017, customers in the Dallas, TX and Jacksonville, FL markets can get a onetime bill credit up to $200.00  within six to eight weeks  of a qualifying purchase. Please note there are specific requirements for this offer such as customers have and be using an eligible U1900-only handset and purchase an eligible device on EIP, through JUMP! Upgrade, or at full retail price.   In effort to amicably resolve this matter for Mr. [redacted] T-Mobile applied a onetime bill credit in the amount of $100.00 leaving a credit balance of $100.00 towards Mr. [redacted]’s account as compensation for the cases he had to purchase for his new handsets.  Mr. [redacted] accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[redacted] Executive Response

May 6, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, 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 correspondence dated May 4, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that this matter was resolved to Ms. [redacted]’ satisfaction. 
T-Mobile regrets that Ms. [redacted] had concerns with the final account balance and with the collection activity that took place on the account. 
On May 29, 2015, Ms. [redacted] activated service with the mobile numbers ending in [redacted] and [redacted].  Ms. [redacted] elected to purchase two Certified Pre-Owned Sony Xperia Z1S handsets with our Equipment Installment Plan (“EIP”).  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24 monthly installments in the amount of $7.49 per handset. 
Ms. [redacted]’ account was billed in advance with our ‘Bill Current’ billing system.  Ms. [redacted]’ billing cycle ran from the 2nd of each month through the 1st of the following month and payment was due by the 22nd of each month.  Ms. [redacted] subscribed to our Simple Choice Value Family Unlimited Talk, Text and Data rate plan for $80.00 per month.  Prior to additional usage charges, fees, taxes and surcharges, Ms. [redacted]’ monthly billing statement totaled $94.98. 
Ms. [redacted]’ billing statement dated November 1, 2015 reflected a balance due in the amount of $115.35 for monthly access charges billed in advance for services from November 2, 2015 through December 1, 2015, equipment installments, $6.40 in international call usage charges and taxes and surcharges.  Ms. [redacted]’ account was enrolled in EasyPay since July 7, 2015.  EasyPay is a free payment feature that automatically debits the balance due on an account approximately two to three days prior to the due date by electronically debiting a customer’s checking account, debit card, or credit card of their choice.  On November 20, 2015, T-Mobile received a payment in the amount of $115.35 via EasyPay. 
On November 21, 2015, Ms. [redacted] contacted Customer Care to request to pay off the handset balances for the two Sony Xperia Z1S handsets and to request mobile device unlock codes for each handset.  The final balance for the handsets was $269.98 and a payment in that amount was collected for the handset balances.   The final balance for each handset was billed to the account on the final billing statement dated December 1, 2015.  The payment of $269.98 left a credit balance in the amount of $269.98 as the pending EIP balances were not yet billed to the account.  On November 21, 2015, T-Mobile provided the mobile device unlock codes and unlock instructions to Ms. [redacted] for the handsets. 
At Ms. [redacted]’ request, the account was cancelled on November 24, 2015.  At that time, Ms. [redacted] requested a refund for the payment for services billed to the November 1, 2015 billing statement.  Please be advised that the payment of $115.35 that was received on November 20, 2015 was for services rendered from November 2, 2015 through December 1, 2015.  Please be advised that Ms. [redacted]’ account was prorated for services billed in advance from November 24, 2015 through December 1, 2015 and credits in the amount of $20.39 were issued to the account when the final billing period closed on December 1, 2015.  Please note that the charges for services rendered and used from November 2, 2015 through November 23, 2015 are considered valid.
On November 25, 2015, since Ms. [redacted]’ account reflected a credit balance in the amount of $269.98, a refund in that amount was issued to Ms. [redacted] for the payment received on November 21, 2015.  Ms. [redacted]’ final billing statement, which was mailed to her address of record, was dated December 1, 2015 with a final balance due in the amount of $251.19, this billing statement included the credit of $20.39 for services and taxes billed in advance from November 24, 2015 through December 1, 2015, the handset balances of $269.98, $1.60 in international call usage charges and taxes and surcharges.  Since Ms. [redacted]’ account was enrolled in EasyPay, the final balance in the amount of $251.19 was received via EasyPay on December 20, 2015.  On December 24, 2015, the payment of $251.19 was returned to T-Mobile unpaid as it was a disputed payment by Ms. [redacted].  Please be advised that since Ms. [redacted] received a refund of $269.98 for the handset balances on November 24, 2015 and she received $20.39 in credits for the services billed in advance from November 24, 2015 through December 1, 2015, it is T-Mobile’s position that the final balance in the amount of $251.19 is valid.  A returned payment fee in the amount of $35.00 was charged to the account, which left a final revised balance in the amount of $286.19. 
T-Mobile records do not indicate that Ms. [redacted] contacted us, or remitted payment, after December 24, 2015 until she contacted Customer Care on March 14, 2016. 
For the collection of the past due balance, on February 23, 2016, Ms. [redacted]’ account was referred to a third party collection agency.  As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee.  The amount of a collection fee is determined by the amount of the past due balance.  Accordingly, a one-time collection fee in the amount of $9.89 was charged to the account, which left a final revised balance in the amount of $296.08.  It is T-Mobile’s position that the final balance in the amount of $296.08 is valid.
On March 14, 2016, Ms. [redacted] contacted T-Mobile to dispute the outstanding balance.  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]’ recent contact with our Customer Care team.
On April 21, 2016, as a courtesy to Ms. [redacted] and based on the information she received on March 14, 2016, a goodwill credit in the amount of $131.56 was issued to the account, which left a remaining final balance due in the amount of $164.52. 
On May 6, 2016, a payment in the amount of $164.52 was received, which leaves the account closed with a zero balance. 
Please be advised that it may take the third party collection agency up to three business days to update their records and to remove the account from collections.  As a gesture of goodwill, T-Mobile sent a request to the third party collection agency to request to have any negative reporting that may have been submitted to the credit bureaus deleted.   It may take the credit bureaus up to 90-days to delete any negative reporting although Ms. [redacted] may contact them to dispute the reporting to help expedite their removal process.
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.
Ally Y[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 17, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have encountered regarding his account.  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 team.   T-Mobile records confirm that on November 10, 2016, T-Mobile provided Mr. [redacted] with a 4G LTE Signal Booster.  Please note the T-Mobile 4G LTE Signal Boosters are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Please note that the 4G LTE 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 plus tax non-return fee that is assessed to the account.  Please note that T-Mobile waived the $25.00 deposit associated with 4G LTE Signal Booster that was provided to Mr. [redacted].   T-Mobile records confirm that Mr. [redacted]’s account was canceled on September 12, 2017, when he ported the mobile number ending in 9434 to another service provider. T-Mobile provided Mr. [redacted] with a final billing statement dated September 25, 2017, in the amount of $161.76 which was due on October 17, 2017 and was sent to Mr. [redacted]’s address on file.  The balance consisted of services rendered from August 25, 2017, though September 24, 2017. Please be advised that on October 2, 2017, T-Mobile received the 4G LTE Signal Booster, however, due to an inadvertent error, October 11, 2017, Mr. [redacted]’s account was charged for the non-return fee of $306.34.  Therefore, the account balance was updated to $468.10.   Nevertheless, in an effort to amicably resolve this matter on October 18, 2017, T-Mobile credited the account in full in the amount of $468.10. Please note as of the date of this letter the account reflects a zero balance.  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.   Abigail [redacted] Executive Response Tell us why here...