T-Mobile Usa Inc

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. Please note that on September 25th, when the representative entered my place of employment, I simply asked for monthly pricing.  I did not complete an account application, nor were the terms and conditions provided to me, and the credit check was simply unauthorized. I do appreciate T-Mobile doing the right thing and their prompt follow up.  Sincerely, [redacted]

August 4, 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 28, 2016, regarding the above-referenced account. Please be advised we confirmed [redacted] is [redacted]’s maiden name. T-Mobile regrets any billing concerns Ms. [redacted] may have experienced. On July 29, 2016 we spoke with Ms. [redacted] and advised her that her account had a balance of $388.28 and was sold to a third-party collection agency AFNI Inc. on December 4, 2010. T-Mobile records confirm that on September 29, 2005, Ms. [redacted] participated in T-Mobile’s now grandfathered Handset Upgrade Program. At the time of Ms. [redacted]’s participation, the Handset Upgrade Program provided a substantial discount on new handsets in exchange for a new 24 month contractual agreement or the choice to purchase the handset at full retail price with no contract requirement. At the time of the upgrade, Ms. [redacted] received a substantial discount in exchange for the 24-month contract that stipulates up to a $200.00 early termination fee if service was canceled prior to September 29, 2007. As the last payment remitted to the account was on December 17, 2005 in the amount of $8.00, the account was canceled on March 6, 2006, for non-payment and the early termination fee was applied to Ms. [redacted]’s final balance. The remaining $188.28 was for services used from January 21, 2005 through March 6, 2006. However, as a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, T-Mobile repurchased the account and once the process is complete we will waive the reaming balance of $388.28 reducing the balance to zero. Please be advised, T-Mobile has instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

October 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 1, 2015, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], however our attempts have been unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any delay in being able to speak to Mr. [redacted] directly. T-Mobile strives to respond to all customer inquiries in a timely manner. On October 7, 2015, upon speaking with Mr. [redacted], T-Mobile offered to issue a credit for nine monthly charges of $26.50 for his HTC One M8 payment totaling $238.50. Should Mr. [redacted] wish to accept this offer as a resolution to this matter, he may contact me at the number provided below or email me at [redacted]@T-Mobile.com Attn: Leah T[redacted], by November 7, 2015. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated March 21, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] has experienced and to hear that her iPhone 8 sustained physical damage.  T-Mobile records indicate that on February 22, 2018, a device was ordered and shipped to Ms. [redacted] on February 28, 2018 per UPS tracking number [redacted].  On February 28, 2018, Ms. [redacted] contacted Customer Care and reported that she did not receive the package that UPS left at her doorstep.  At which time, T-Mobile opened an investigation into the whereabouts of Ms. [redacted]’s handset.  On March 12, 2018, T-Mobile refunded Ms. [redacted]’s credit card that was used on February 22, 2018, for the equipment down-payment and taxes.  On March 19, 2018, the original payment in the amount of $376.35 was returned to T-Mobile by Ms. [redacted]’s financial institution; however, this payment was previously refunded to her on March 12, 2018, and considered owed to T-Mobile as it was already refunded.  Nevertheless, T-Mobile records reflect that on March 21, 2018, Ms. [redacted] was provided a goodwill credit to the account in the amount of $376.35. T-Mobile records reflect that Ms. [redacted] has the Premium Handset Protection feature on the account.  This featured provides Ms. [redacted] with the ability to file a claim with the insurance to replace a handset that has physical or liquid damage.  Please note as the handset has physical damage the handset is no longer covered by the Limited Warranty.  As such, T-Mobile encourages Ms. [redacted] to contact Assurant directly at 1-866-866-6285 or online at www.myphpinfo.com for replacement options that may be available.  Alternatively, Ms. [redacted] can contact the manufacturer of her device to confirm if the device can be repaired.  Upon speaking to Ms. [redacted] on March 28, 2018, she has been made aware the charge reflected on her account has been resolved which she has accepted as resolution to her concerns.  T-Mobile regrets any inconvenience she may have experienced.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-8082Very truly yours,T-MOBILE USA, INC.Dolly [redacted]Executive Response

Complaint: [redacted]
I am rejecting this response because:They refused to take it out of my credit
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. T-Mobile and I are currently working towards an amicable close to this complaint.

May 23, 2017
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 12, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. Please note anytime an account carries a past due balance, it may be subject to suspension and or cancellation. In addition, if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency. T-Mobile records confirm that on December 21, 2016, payment arrangements were accepted by Ms. [redacted] with regard to her outstanding balance wherein Ms. [redacted] agreed to a future-dated payment in the amount of $260.00 to be drafted from her bank account, on January 4, 2017, and $389.32 to be drafted, on January 18, 2017. However, on January 4, 2017, the future-dated payment in the amount of $260.00 was declined due to insufficient funds. As payment was not received, the account failed payment arrangements and on January 7, 2017, the account was suspended for non-payment. On February 1, 2017, due to continued non-payment, Ms. [redacted]’ account was cancelled.
Please note that Ms. [redacted] had previously entered into an Equipment Installment Plan ("EIP") with the purchase of a Samsung Tab E tablet, an LG G-Pad Tablet, a Samsung Galaxy S7 Edge handset, and device accessories. Additionally, Ms. [redacted] had entered into a JUMP! On Demand ("JOD") lease for a LG V10 handset. If a customer has an open EIP or JOD lease and the account is canceled, any remaining open EIP, JOD lease charges, and associated purchase option price for JOD handsets, are accelerated and become due with the final billing statement. As such, when the account was canceled on February 1, 2017, the device payment plans were accelerated and posted to Ms. [redacted]’ billing statement dated February 21, 2017.
As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, on February 17, 2017, when a payment in the amount of $275.08 posted to Ms. [redacted]’ account and her services were restored the account was assessed a $20.00 restore from suspension fee per line of service.
Since that time, Ms. [redacted]’s EIPs have been reinstated and the accelerated EIP charges credited. However the JOD lease balance and purchase option price in the amount of $249.99 were not reinstated and remained as charges on Ms. [redacted]’s account which was reflected in the billing statement dated February 21, 2017. Please note that once a JOD lease is canceled, it cannot be reopened. This includes JOD leases that have been closed for non-payment.
Ms. [redacted]’ account remains active with a balance of $785.43 which consists of past due charges from the billing statements dated February 21, 2017, and March 21, 2017, monthly access charges, monthly equipment installments, applicable taxes, and fees from the billing statement dated April 21, 2017. It is T-Mobile’s position that the charges are valid and owed.
In addition, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding the amount of her monthly billing statement. Records confirm that over the past 12 months, Ms. [redacted]’ billing statement has not reflected a balance of $180.00. T-Mobile has investigated Ms. [redacted]’ account records and based on the selected rate plan, features, and device payment plans, Ms. [redacted]’ monthly access charges are expected to be $260.48 before applicable taxes, fees, and monthly promotional bill credits.
As a courtesy to Ms. [redacted] and upon speaking to her, on May 18, 2017, T-Mobile advised Ms. [redacted] of the expected amount of her monthly charges to which she agreed. Additionally, at that time, T-Mobile agreed to apply a credit in the amount of $249.99 toward the account for JOD lease and purchase option charges which reduced the balance to $530.44. This balance consists of monthly recurring charges, monthly EIP, applicable taxes, and fees from the billing statements dated March 21, 2017, and April 21, 2017.
Furthermore, at that time, T-Mobile applied a hold to Ms. [redacted] account to prevent service interruption and to allow for Ms. [redacted] to remit payment thereby bringing the account to a current status. Please note that this hold will expire, on June 14, 2017, at which time regular collection activity will resume for any remaining outstanding balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.
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]’ contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

March 24, 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 March 14, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted] concerns have been resolved to her satisfaction. Please be advised that T-Mobile records indicate that on January 9, 2016, Ms. [redacted] qualified for and took advantage of our EIP Leasing option Jump! On Demand (“JoD”), with the purchase of an LG V10 handset in Black. JoD is a leasing option that allows customers to lease handsets by agreeing to pay the remaining balance in 18 monthly installments. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement. Based on her personal credit history at the time of Mr. [redacted] purchase, she was not required to make a down payment; however, she agreed to a series of 18 monthly installments in the amount of $26.50 consisting of the $25.00 monthly installment plus $1.50 in monthly applicable taxes on the full retail price of the device. It is important to note that these handsets belong to T-Mobile; however, should Ms. [redacted] choose to keep her device at the end of the 18 month installments she will pay a purchase option price in the amount of $149.99. Unfortunately, due to an inadvertent error Ms. [redacted] JoD was duplicated on her account. T-Mobile records indicate that on February 21, 2016, Ms. [redacted] contacted T-Mobile Customer Care and a trouble ticket was filed in order to rectify this error and have the duplicate lease terminated. Please be advised that on March 14, 2016, the duplicate lease was closed. Additionally, a credit in the amount of $53.00, which is comprised of $26.50 being credited back for each of the following bill cycle dates; February 2, 2016, and March 2, 2016, which resulted in a reduced balance of $159.96. T-Mobile records reflect that on March 20, 2016, Ms. [redacted] remitted a payment in the amount of $159.96. As of the date of this letter, Ms. [redacted] account remains active with a zero 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. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted]. Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

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

June 13, 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]
Family Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2017, regarding the above-referenced account. T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile.
Family Mobile records indicate that on June 1, 2017, Ms. [redacted] contacted Family Mobile Customer Care to report concerns with her handset. Please note that troubleshooting was performed in an effort to resolve Ms. [redacted]’s concerns, although when the issue remained outstanding, Ms. [redacted] was provided with additional troubleshooting steps to try upon completion of the call, including performing a master reset. Additionally, Ms. [redacted] was advised that on May 18, 2017, her account had been migrated to Tracfone, and was provided with the Tracfone phone number for additional troubleshooting if needed.
As you may be aware, the Family Mobile brand and service were purchased from T-Mobile by TracFone. As part of that purchase, TracFone assumed responsibility and control over operation of the Family Mobile service. This migration of the Family Mobile service to TracFone is currently taking place, as Tracfone assumes full control over the Family Mobile accounts and platform, including customer service support and billing operations. Although the Family Mobile owned service still operates on the T-Mobile wireless network, the Family Mobile service and brand is now wholly owned by TracFone and operates independently from T-Mobile. As Ms. [redacted]’s account was already migrated to TracFone, we ask that she contact TracFone’s Customer Service department to address any remaining handset or coverage concerns. TracFone’s Customer Service department can be reached at 1-877-440-9758.
Please be assured that Family 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 Family Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with Family Mobile Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM, 87190.
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

May 10, 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 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account billing. T-Mobile records confirm that on March 27, 2017, Ms. [redacted] created a payment arrangement for two installments to pay $102.00 on April 10, 2017 and $102.00 on April 24, 2017. On April 24, 2017, Ms. [redacted] contacted Customer Care to request for another extension but regretfully a payment arrangement cannot be altered or removed once it is already made. On April 26, 2017, the payment arrangement failed and the account was suspended for non-payment on April 27, 2017. In addition, when Ms. [redacted] made a payment on the same day for $102.00, the account was reactivated and was assessed a $20.00 restore from suspension fee per line of service.
In an effort to amicably resolve this matter, as a one-time exception, T-Mobile applied a courtesy credit of $102.00 credit to Ms. [redacted]’s account. As of May 9, 2017, Ms. [redacted]’s account balance is $296.23, which consists of her monthly recurring charges from May 2, 2017 through June 1, 2017; restore fees, monthly Equipment Installment Plan, and applicable taxes and due on May 22, 2017. T-Mobile regrets any misinformation 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

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

April 24, 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 14, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his handset. On November 21, 2016, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the purchase of a Samsung Galaxy S7 Edge. JOD is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a final Purchase Option Price (“POP”). Additionally, customers are provided the freedom to return their current handset and lease a new one up to three times per calendar year.
JOD customers have the option to cancel their lease and return their handset at any time during the lease term to a T-Mobile retail location; however, should they choose to end their lease before the 18-month period is completed, the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is cancelled, the total remaining balance for the lease payments and the POP of the handset will be assessed on the next month’s billing statement.
Nonetheless, as a gesture of goodwill, on April 18, 2017, T-Mobile agreed to allow Mr. [redacted] to return his handset back to T-Mobile without incurring the cost of the remaining lease payments and the POP. Please note that Mr. [redacted] must return the handset to Executive office within 30 days of the date of this letter. At the time that the device is returned, we will follow up on Mr. [redacted]’s account and adjust any additional fees applied for ending the JOD lease. 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.
Mercedes V[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]

May 1, 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 18, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] has concerns with the Wi-Fi CellSpot Router return.  On April 29, 2016, Mr. [redacted] purchased a Wi-Fi CellSpot Router for $105.19 and it was delivered to him on May 6, 2016 per UPS tracking number [redacted].   As of the time of Mr. [redacted]’s purchase, T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange.  T-Mobile records do not indicate that the equipment was received during the 14-day return period.  The tracking number that Mr. [redacted] provided indicates a return to our National Return Center (“NRC”) on June 6, 2016, which was beyond the return period.    On May 1, 2017, T-Mobile requested a refund in the amount of $105.19 to be applied to the original Discover card ending in 1392, Mr. [redacted] should allow up to three business days for the funds to be available.  T-Mobile respectfully declines to issue additional compensation to Mr. [redacted] for 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.   Ally Y[redacted] Executive Response

August 4, 2017   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 July 22, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile contacted Mr. ** and resolved his concerns to his satisfaction.   We regret any inconvenience to Mr. ** regarding the status of his refund and we appreciate the opportunity to address his concerns.   T-Mobile records indicate that on April 4, 2017, Mr. ** completed the cancellation of his account and at the time, Mr. **’s account had a credit balance of $766.29 due to excess of payments made by him.  After cancellation, Mr. **’s final charges were of $96.74 for the services rendered through cancellation which were covered by the credit balance leaving a revised credit balance of $669.55.  Please note, before requesting a refund, customers must wait 30 days to allow for any returned payments or other additional charges to be billed. If a credit balance remains, customers may then request a refund.   On July 20, 2017, T-Mobile approved Mr. **’s refund, however due to an inadvertent error, only $350.00 was approved and left a revised credit balance of $319.55 on Mr. **’s account.  After further review, T-Mobile found that Mr. **’s original credit card uti**zed to make his payments was expired causing even further delays for the approval of his refund. We regret any inconvenience to Mr. ** regarding this matter.   Nonetheless, in an effort to amicably resolve Mr. **’s concerns, on July 25, 2017, T-Mobile offered to provide Mr. **’s refund in the amount of $319.55 in the form of prepaid debit card.  Mr. ** accepted the prepaid card refund as resolution to his concerns.  Please note that it may take up to ten business days for Mr. **’s prepaid card to arrive.       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.   Sal O[redacted] Executive Response

July 6, 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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have experienced in regards to her handset being damaged. T-Mobile records indicate on February 27, 2016, that Ms. [redacted] activated four voice lines of service and is subscribed to the Simple Choice Family Match Talk and Text rate plan for $120.00 per month plus applicable taxes and fees which provides unlimited minutes and unlimited text messages and up to 10 GBs of high speed data at up to 4G speeds depending on device capability.
Please note that JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
T-Mobile records indicate that on November 25, 2016, Ms. [redacted] entered into a JUMP! On Demand lease with an Apple iPhone 6S Rose Gold for a total amount of $372.00 to be paid over 18 months in the amount of $20.67 per month. JUMP! On Demand does not include handset insurance, or Premium Handset Protection (“PHP”), which may be added separately within 14-days of beginning a lease. PHP is an optional feature that will replace a customer’s handset for the cost of a deductible should the handset have sustained physical/liquid damage or be lost/stolen. Please note, upon review, T-Mobile is unable to find any record of Ms. [redacted] requesting PHP to be added to her line ending in [redacted]. Had Ms. [redacted] been enrolled in PHP the corresponding deductible for her Apple iPhone 6S would have been $175.00.
Nevertheless, as a gesture of goodwill, T-Mobile will extend the option to Ms. [redacted] to ship her an Apple iPhone 6S handset at the total cost of $175.00. Should Ms. [redacted] like to take advantage of this offer, she may contact me at the number listed below by August 6, 2017.
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 customer care. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[redacted]
Executive Response

October 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 19, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with handset and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. Please be advised that on June 27, 2016, T-Mobile sent out two Samsung Galaxy S7 handsets to Mr. [redacted] at no cost in exchange for his Samsung Galaxy Note 4 handset and Samsung Galaxy S6 handset. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-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. On October 7, 2016, Mr. [redacted] initiated a warranty exchange for the Samsung Galaxy S7 handset for the mobile number ending on 6454 and he received the replacement device on October 11,2016. On October 17, 2016, Mr. [redacted] was sent a brand new Samsung Galaxy J7 handset at no cost as a loaner phone to use while he sends his phone to be examined by the manufacturer. On October 25, 2016, upon speaking to Mr. [redacted] T-Mobile agreed to send him one like new Apple iPhone 6S Plus 16GB handset and one like new iPhone 6S 16GB handset in return for his current Samsung Galaxy S7 handsets and the Samsung Galaxy J7 handset. Mr. [redacted] accepted this as resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would just ask you change how you handle phones being returned and how your customer service reps handle calls from customers. This was a horrible experience to deal with and cost me time from my job to try and speak with rude employees of T-Mobile. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Though I have suggested that when a customer's arranged payment fails, the business SHOULD notify the customer as a courtesy that the payment had failed. Being told by the agent on March 5th, 2017, when I did make the payment, when an arranged payment fails the customer has 48hrs to make that payment good or the account will be suspended. I NEVER received ANY notification that the arranged payment failed to process NOR did I receive any notification that I had 48hrs to make that payment after the fact. Customers cannot be made to sit and wait, watching to see if the payment has gone through. Thank you T-Mobile for the payment arrangement option but getting a notification via email or a courtesy phone call would make T-Mobile even better. I still don't even know if what the agent told me about the 48hrs was true policy.
Sincerely,
[redacted]