T-Mobile Usa Inc

May 16, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: *** *** Your File No. *** T-Mobile Account No. *** To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 7, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. ***’s concerns have been resolved to his satisfaction. T-Mobile records indicate that on February 15, 2016, Mr. *** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s 16GB handset in Gray and an Apple iPhone 6s 16GB handset in rose gold. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on his personal credit history at the time of Mr. ***’s purchase, he was not required to make a down payment; however, he agreed to pay $87.75, which is for the taxes on the full retail price of both devices. Mr. *** then agreed to a series of 24 monthly installments in the amount of $27.09 for the Gray and $13.54 for the rose gold. T-Mobile records confirm that on February 15, 2016, the EIP for the Apple iPhone 6s 16GB in rose gold is reflecting as returned however, due to an inadvertent error the EIP for the Apple iPhone 6s 16GB handset in gray remained active. In an effort to amicably resolve Mr. ***’s concerns on May 12, 2016, T-Mobile absolved him of any charges associated with the EIP for the Apple iPhone 6s 16GB handset in gray. Additionally, a one-time credit in the amount of $87.75 was issued to Mr. ***’s account for the taxes charged to his debit card for the in store purchase, resulting in a reduced balance of $99.70 which was due on May 11, 2016. Please be advised that on May 12, 2016, a payment in the amount of $99.70 was remitted to Mr. ***’s account absolving the remaining balance. At this time Mr. ***’s 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 Mr. ***’s contact with our retail location and Customer Care. T-Mobile regrets any inconvenience to Mr. ***. 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. *** Very truly yours, T-MOBILE USA, INC. Shannon R*** Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 29, 2017, regarding the above-referenced account.
T-Mobile regrets the concerns Mr. [redacted] experienced when attempting to transfer his lines of service to another user. T-Mobile records indicate that as of April 21, 2017 Mr. [redacted] contacted T-Mobile and agreed to release the lines ending in [redacted] and [redacted] to a new customer. Upon requesting a Change of Responsibility (“COR”), Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. At the time Mr. [redacted] requested the COR he was advised the new customer must contact T-Mobile and qualify to have the lines of service transferred to their name within 30 days.
Mr. [redacted] was contacted on May 31, 2017, and advised that the lines of service were not transferred to a new user. Mr. [redacted] was offered to cancel the lines of service as the user had not accepted responsibility of the lines however, Mr. [redacted] declined the offer. T-Mobile attempted to contact Mr. [redacted] on June 6, 2017, and June 7, 2017, to confirm the action he would like to take with the remaining lines of service, however, our attempt have been unsuccessful.
It is important to note that as the 30 days has passed should Mr. [redacted] wish to continue with the COR or cancel the lines ending in [redacted] and [redacted] he can do so by contacting T-Mobile’s Customer Care at 800-937-8997. T-Mobile regrets any inconvenience this may have caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].

Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted] Executive Response

Revdex.com:I appreciated T-Mobile's quick response and efforts to resolve my complaint, ID [redacted], and find that their resolution is satisfactory to me. Sincerely, [redacted]

February 29, 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 February 16, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding this matter. We are pleased to report that Ms. [redacted] concerns have been resolved to her satisfaction. T-Mobile records indicate that on February 22, 2014, Ms. [redacted] qualified and took advantage of our EIP offering and elected to purchase a Samsung Galaxy Note 3 handset. Please note that Ms. [redacted] was not asked to remit a down payment, however she agreed to a series of 24 monthly installments of $29.50. 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on November 30, 2015, and on December 31, 2015 T-Mobile records confirm that on September 4, 2015, Ms. [redacted] contacted our Customer Care Department and inquired on activating a new line of service. Please be advised that in order to activate a new line of service, customers’ existing account must be in good standing. Records reflect that Ms. [redacted] account received temporary credits totaling $438.78. Please note that these credits were not intended to be a permanent reduction to Ms. [redacted] account, rather were applied to provide Ms. [redacted] the opportunity to add a line of service while the account was not in good standing. Records reflect that on September 8, 2015, the above referenced $438.78 temporary credits had been reversed on Ms. [redacted] account, resulting in a balance owed. T-Mobile records indicate that on September 9, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP") offering and elected to purchase a pair of Beats by Dre UrBeats 2 ear phones. Please be advised that Ms. [redacted] was not required to remit a down payment for this purchase, however he agreed to a series of 24 monthly installments in the amount of $4.17. Please be advised that as of the date of Ms. [redacted] Beats by Dre purchase, T-Mobile provided a 14 day Buyer’s Remorse return period. This return period allowed Ms. [redacted] the opportunity to use the equipment to see if it met her needs. Should the equipment have been deemed unacceptable by Ms. [redacted] she could have returned the equipment to T-Mobile; in turn T-Mobile would have terminated the associated EIP. Unlike handsets purchased from T-Mobile, advanced accessories such as Beat by Dre merchandise, is not paired was a manufactures warranty hosted by T-Mobile. However, it is important to note that Ms. [redacted] purchase may be covered under Apple’s Limited warranty. Please note that information regarding Apple’s warranty program may be found at: http://www.beatsbydre.com/support/service-warranty.html . Please be advised that between July 30, 2014, and July 15, 2015, T-Mobile provided an industry leading four line family promotional rate plan, which provided unlimited domestic talk, messaging and on network data with the first 2.5 GB at high speed, at the rate of $100.00 before tax. Please be advised that as part of T-Mobile’s tenth Un-Carrier¬ initiative, on November 10, 2015, T-Mobile released a new promotional family rate plan, known as Simple Choice Family Match. Simple Choice Family Match rate plans do not require a two year service agreement, nor do they require an activation fee. Please note that Simple Choice Family Match provides unlimited domestic talk, messaging, and on-network data with the first 2GB at high speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. Please note that the four line Simple Choice Family Match rate plan with 2GB high speed data carries a monthly reoccurring cost of $100.00 per month. Simple Choice Family Match also provides customers’ the opportunity to subscribe their account to our 6GB match plan which provides 6GB of on-network high speed data to four lines of service for $120.00 pre-tax per month. On February 29, 2016, T-Mobile contacted Ms. [redacted] in an effort to amicably resolve her concerns and offered to absolve her of the remaining EIP balance for her Beats by Dre UrBeats headphones, and offered an alternative rate plan that better fits her needs. Additionally, T-Mobile offered to provide a one-time courtesy credit in the amount of $275.90 as a gesture of good-faith. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns. Ms. [redacted] account remains active with a zero balance owed. T-Mobile encourages Ms. [redacted] to Contact Apple Support in an effort to inquire on exchange or repair services that may be available to her using the Apple Limited Warranty for Beats by Dre merchandise. Please be advised that T-Mobile strives to provide world class customer service to all of our customers, within every interaction we have. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee has failed in any way to display that during Ms. [redacted] recent interactions with our Retail and Customer Care teams. 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. Jason A[redacted] Executive Response

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

[redacted]  T-Mobile Account No. [redacted] 
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted], and that [redacted] has been designated as an authorized user.
T-Mobile regrets any promotional concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] activated four lines of service November 20, 2017, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and $25.00 per additional line of service. Please note that customers that enrolled in our free-of-charge AutoPay feature are eligible to receive a $5.00 bill credit per month, per line of service. Additionally, the same day, our records indicate Mr. [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”) offering:
• An Apple iPhone 7 32 GB handset with $24 monthly installments of $27.09; and
• An Apple iPhone 7 128 GB handset with a $99.99 down payment, and $24 monthly installments of $27.09.
T-Mobile records also indicate that Mr. [redacted] traded in the following handsets with associated trade-in value:
• An Apple iPhone 6 handset for $100.00 deferred credit to be issued as a bill credit upon T-Mobile’s receipt of the handset in like new condition;
• An Apple iPhone 6 handset for $100.00 instant trade-in credit; and
• A Blackberry Torch handset for $9.00 instant trade-in credit.
Please note that Mr. [redacted]’s instant trade-in credit were used towards the out of pocket costs at the time of purchase, and the deferred credit of $100.00 was issued on January 7, 2017, as a bill credit, upon T-Mobile’s receipt of the handset.
Furthermore, our records reflect that Mr. [redacted] attempted to take advantage of the following promotions:

• 2016 Friends and Family 2 lines On Us;
• Magenta Port-In;
• 2016 Apple Black Friday offer; and
• Carrier Freedom
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
With regard to our 2016 Friends and Family 2 lines On Us offer, customers that activated at least two new lines of services, for a total of at least four lines of service could receive two of the lines at no cost after monthly promotional credits. As Mr. [redacted]’s account met the eligibility requirements, the account was scheduled to receive the promotional offer. Due to an administrative error, the account was not enrolled in the offer. However, the account has been manually enrolled in the offer and should begin seeing the promotional offer within two billing cycles.
With respect to the Magenta Port-In offer, customers that ported-in a mobile number, and traded-in a fully owned handset could receive a $200.00 mail-in rebate, after submission request.
Regarding our 2016 Apple Black Friday offer, customers that purchased an iPhone 7 device using our EIP offering, traded-in a qualifying handset, and selected our T-Mobile ONE rate plan were eligible to receive the iPhone 7 handset at a discounted cost after trade-in credit, and 24 monthly promotional credits. It is important to note the Magenta Port-In offer and the 2016 Apple Black Friday were not eligible to be stacked.
Furthermore, our Carrier Freedom offers customers that ported-in a mobile number from another service provider, traded-in a qualifying handset, could be eligible to receive a reimbursement of up to $650.00 in the form of trade-in credit, and prepaid reimbursement card, upon submission of the detailed final billing statement from the old service provider. Regretfully, T-Mobile records do not indicate a submission was received. As such, Mr. [redacted] was not provided a reimbursement. It is also important to note that our Carrier Freedom offer is not eligible to be stacked with our Magenta Port-In offer or our 2016 Apple Black Friday offer.
However, as a courtesy, T-Mobile issued an account credit of $50.00 on April 11, 2017. Upon speaking with Mr. [redacted] on June 24, 2017, T-Mobile advised that his promotional eligibility is being actively reviewed, and Mr. [redacted] agreed to continue to work cooperatively with T-Mobile toward a resolution. As such, T-Mobile will keep Mr. [redacted] apprised of any updates regarding the promotional offers detailed above. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

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.
Whereas I am finally satisfied with the outcome of the disagreement and the issues have been resolved, I would like to clarify some key points.  And respond to some of the statements made.  Please note, I have responded within the body of response to each comment within this statement.
MESSAGE FROM BUSINESS:July 1, 2015FILEDELECTRONICALLYBureau 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] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2015,regarding the above-referenced account.  Please be advised that we have made severalattempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
 
I agree that Mr. A[redacted] did make several attempts to reach me with both phone calls and emails. I really appreciate his efforts. I, however, was not aware of the initial contact due to my misunderstanding of my phones capabilities of visual voicemail versus regular voicemail.  I spoke online with a representative on DATE/TIME: 2015-06-24 10:05:29 chat Reference Number: [redacted] who was able to help me access my voicemail at which time I was able to listen to Mr. A[redacted] voicemail. At that time, the representative advised me to wait in regards to the outcome.   Please see a small section.
T-Mobile : For now, what we can do is to wait until 6/30/2015 as this is the latest date of the noted expected callback of within 1-5 business days.
T-Mobile : LOL! Nah, you are the one who's awesome! :D
T-Mobile : It's a privilege, [redacted]!
You : I also got my sons voicemails too.
You : Thanks again.
T-Mobile : The pleasure is all mine! Great to know that the voicemail of your son is still in the inbox! These can only be in the inbox for 30 days.
T-Mobile : We do see here that he included that he will offer the refund of $171.17 as either a bill credit or a prepaid refund card. It's definitely safe to wait by 6/30/2015.
You : okay.
 
I did receive another phone call which I did miss but it was followed up by an email, which I appreciated. I replied back to Mr. A[redacted] on July 1st and explained I had been on vacation which is why I had not been prompt in my responses.
 
 
T-Mobilerecords indicate that on May 28, 2015, Ms. [redacted] qualified for and tookadvantage of our Equipment Installment Plan (“EIP”) offering with the purchaseof a Certified Preowned Apple iPhone 5S handset for use on her mobile numberending in [redacted].  EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms. [redacted]was asked to make a down payment in the amount of $138.00 and agree to a seriesof 24 monthly installments in the amount of $9.54.
The actual charge to my credit card for this down payment, taxes, and shipping was 171.17. This was charged to my card [redacted] credit card on 5/28/2015   Asof the time of Ms. [redacted]’s purchase of a her handset for use on the mobilenumber ending in [redacted] T-Mobile provided a 20-day return period which allowed Ms.[redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it couldhave been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable EIP entered into atthe time of the original purchase. T-Mobilerecords confirm that on June 1, 2015, Ms. [redacted] contacted Customer Care viaonline live chat and updated her System Identification Module (“SIM”) cardnumber for use on her iPhone 5S device.
 
This is very true. I contacted customer care online to help me install the SIM card and the representative was very helpful and very polite.  T-Mobilerecords confirm that on June 2, 2015, Ms. [redacted] contacted Customer Care viaonline live chat where she reported that her iPhone 5S handset wasmalfunctioning and would not respond. Our records indicate that basic troubleshooting of the device had takenplace and Customer Care offered further troubleshooting assistance.  Please note that our records indicate thatMs. [redacted] advised our chat representative that she would seek assistance ata T-Mobile Retail Location. 
 
This is also accurate. I contacted customer care via online chat because I did not have a functioning phone.  I contacted customer care from my workplace during my planning period (as I am teacher). I did go through the troubleshooting for the device with the customer care representative. However, when this was not effective she advised me to contact APPLECARE and was willing to give me the number to see if their technician could help me further troubleshoot the device.  It was slightly comical as I did not have a functioning phone which I pointed out to her. I told her perhaps it would be easier if I spoke to a T-Mobil representative in person. She agreed.  Ourrecords confirm that later on June 2, 2015, Ms. [redacted] visited a retaillocation and processed a new EIP for an LG Stylo handset.  Please be advised that this EIP required a$108.00 down payment and a series of 24 monthly installments in the amount of$7.58.  
 
This is also correct. I did purchase an LG Stylo handset after I visited a T-Mobil store in person. However, let me be clear that the sales representative pretty much presented that as my only option in order to walk out with a functioning phone. Please be advised that said representative basically mocked the fact that I ordered a refurbished phone online and that they had seen several issues with such cases. He also stated there was not much he could do in-store to assist me with the broken iPhone 5s because I purchased the phone from T-Mobil online. My goal was to leave the store with a functioning phone, the representative stated that if I wanted to receive a replacement for the broken iPhone that I would have to send it back and wait for another phone to be sent. Please be aware, I did not have a functioning phone at this point and was informed I could not even use my old LG phone unless I purchased a new SIM card for it.  This is why I decided at this time to not only buy the LG Stylo but I added another line (paying for the new SIM card) and gave my old LG phone to my son.  In retrospect, I am not sure how truthful the sales representative was as I later came to find out he added, “JUMP” on the LG Stylo handset without my permission and my explicit denial to wanting the program. However, T-Mobil has been wonderful about refunding and removing this unwanted service from my account. But as I stated, perhaps he was not completely honest about my options which I do not fault Mr. A[redacted] or T-Mobil. Uponfurther review of Ms. [redacted]’s account, our records confirm that on June 2,2015, Ms. [redacted] contacted Technical Support for assistance regarding heriPhone 5S.  Please note that our recordsconfirm that Ms. [redacted] advised Technical Support that she had sincepurchased a replacement device, and was advised of her return period timeframe.Pleasebe advised that on June 2, 2015, Ms. [redacted] also contacted Customer Careregarding her iPhone 5S device return.  Ourrecords confirm that Ms. [redacted] was provided the address of our NationalReturn Center and was offered an account credit for the cost of her returnshipping and was ensured that if she incurred a restocking fee pertaining tothe return of the iPhone 5S handset, T-Mobile would waive this fee. 
 
This is somewhat correct. The customer care was awesome on the phone but I was told I would NOT receive a credit until they could confirm the device was received by the National Return Center. I also had to argue the restocking fee because I was told I would be initially charged a restocking fee because they processed my return under the “Buyers Remorse” program. This is a bit ridiculous to me because I was not returning the phone due to “buyers remorse” but because it was not a functioning phone.  I stated as much which is why I was then ensured that I would not be charged a re-stocking fee and I would be reimbursed for the shipping. The representative also advised that I put tracking on the package.    It is important to note that on June 29, 2015, T-Mobile was able to validate thereturn of Ms. [redacted]’s iPhone 5S handset. 
 
I think it is important to note that the return center received my returned package on June 8, 2015 with a signature on the packaged.  On July 5, 2015 I finally received notification that my returned phone had been located.
ARSystem Notify <[email protected]>
Jul 5 (2 days ago)
to me
T-Mobile Handset Order Research RequestHandset Order Reference:  [redacted]
Thank you for taking the time to contact T-Mobile. Our warehouse has received the equipment. We have requested a refund for the payment made at the time of purchase. We confirm the EIP id has already been updated.Thank You,
Handset Order Research DepartmentT-Mobile USA, Inc.
 
In the span of time which I finally decided to file a complaint with Consumer Complaint on June 24th, I had spoken to several representatives that put a Handset Research on my phone. I first contacted T-Mobil a week after they received my returned phone. At this time the first representative put out a Handset Research on the phone but still could not process a refund. I was told it would take approximately 72 hours before I heard a response. When I hadn’t heard back in that 72 hours, I inquired further. I was told the phone could not be located and another Handset Research would be done.  I assure you , by the 24th, I was highly concerned I would not receive my refund because the phone could not be located.   On the 24th, when I was told another Handset Research would be done, this is when I filed a complaint with Consumer Complaints, I filed a dispute with my credit card, [redacted], and finally I emailed the John [redacted]. This was done because not only had I not received a refund for my deposit but the phone still showed up on my T-Mobil bill for payments. You can imagine as a consumer how frustrating the situation could be. OnJune 29, 2015, T-Mobile attempted to contact Ms. [redacted] however she wasunable to be reached.  However, in an effortto amicably resolve Ms. [redacted]’s concerns, T-Mobile has closed Ms. [redacted]’sEIP that was associated to her iPhone 5S purchase.  It is important to note that Ms. [redacted]will receive an automated bill credit of $9.54 for her EIP fee that was assessedon her billing statement dated June 20, 2015, and will be reflected on the July20, 2015.  Additionally, on June 29,2015, T-Mobile applied a $15.65 bill credit to Ms. [redacted]’s account for herreturn shipping charge.  
I appreciate all the efforts Mr. A[redacted] has made in order to correct the errors on my account. It is a relief that the phone return was finally processed correctly. I can only hope that had I not escalated the situation, I would have received the same outcome.
 Ms. [redacted]’saccount remains in an active status with a balance of $137.01 for monthlyaccess and applicable taxes and fees for service between June 21, 2015, andJuly 20, 2015, and is due on July 13, 2015.  Please note that Ms. [redacted]’s card that wasused at the time of purchase for the iPhone 5S down payment and tax has beenqueued for a full refund.  It isimportant to note that Ms. [redacted]’s refund may take up to seven business daysfor processing.  T-Mobile asks that Ms.[redacted] contact myself directly if she has any further questions regardingthis matter. 
 
I received notice from [redacted] on June 24, 2015  that the result of my dispute was my account was credited back the full amount paid to T-Mobil on May 28, 2015. This amount credit will be reflected on my July statement.  They also credited my account for charged interest on the amount.  [redacted] has notified T-Mobil of the dispute.  However, it was stated if T-Mobil contest the dispute, the amount will return to my statement. I did make Mr. A[redacted] aware of this in my July 1, 2015 email. We regret any inconvenience that Ms. [redacted] may have experienced regarding thismatter.
I appreciate everything Mr. A[redacted] has done to resolve this issue. I would also like to state that though the customer service representative via the online chat and phone service were not able to help my resolve the issue, they were always very polite and empathetic to my situation. I just do not think they had the power to resolve the issue in a timely manner and are given only so many options to offer the customer. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed.
 
I believe Mr. A[redacted] really has done a great deal to resolve the issue and appreciate his willingness to help if there are any further issues.  I believe T-Mobile has corrected the situation and could not be more thankful the issue is finally resolved.  Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted] Thank you for your assistance in resolving this matter.
 
Sincerely,
 
[redacted]Sincerely, [redacted]

June 2, 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 May 27, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to his satisfaction.
T-Mobile understands the importance of ensuring our customers are provided with accurate information on each interaction and we regret any confusion Ms. [redacted] may have experienced regarding the SmartPhone Equality offer.
T-Mobile has recently implemented an initiative we call Bill Simplicity which includes a variety of improvements to simplify the balances reflected on our customer’s monthly billing statements. This includes the update to our Equipment Installment Plan (“EIP") offer that eliminated down payments. This was done in order to provide an easy to read monthly installment, for example $25.00 as opposed to $27.09; adding a small down payment at the time of financing allows us to provide such monthly installments.
In order to reach an amicable resolution with Ms. [redacted], T-Mobile has agreed to make a one-time exception and provide Ms. [redacted] with an EIP financing option that does not include a down payment. Ms. [redacted] understands that all future EIP purchases will include a down payment of some amount as is the case for all well-qualified T-Mobile customers. T-Mobile asks that Ms. [redacted] contact me either at the email [redacted]@T-Mobile.com or the number below once the account has been brought current to discuss upgrade options. Ms. [redacted] has been informed she will be unable to finance a device at a retail location with no down payment as our Point of Sale systems do not allow associates to modify pricing.
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.
Liana G[redacted]
Executive Response

August 23, 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 12, 2017, regarding the above-referenced account.
T-Mobile regrets any data usage concerns that Mr. [redacted] has experienced and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that as of February 28, 2017, Mr. [redacted] subscribed to T-Mobile’s ONE rate plan, for $75.00 per month and includes unlimited talk, text and data, unlimited data provided at up to 4G/LTE speeds depending on device capability.
Upon reviewing the address listed on the account, T-Mobile found that Mr. [redacted]’s area is served by our network with the following spectrums: LTE 2100 MHz as well as1900 MHz for 4G services. Mr. [redacted]’s area is also served by our 2G technology. Additionally, T-Mobile confirmed that Mr. [redacted] is utilizing a Samsung Galaxy 6 which is able to access all of the above referenced spectrums. It is T-Mobile’s position that Mr. [redacted] is receiving the expected coverage for his area.
T-Mobile reviewed the usage on the account from July 28, 2017, to August 22, 2017, and over the course of the last 24 days, Mr. [redacted] used a total of 1,087 minutes with calls as long as 133 minutes, sent and received multiple text messages and used an average of 5,269.53 megabytes (52.6 GB) of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service.
T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidth. Additional information about this process can be found in Mr. [redacted]’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached 32 GB of data usage during a billing cycle. Once the 32 GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle.
We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usage. Using a T-Mobile device, you can dial #WEB# (#932#) and press send to check data usage at any time. T-Mobile also sends a free text message once usage reaches 16 GB during a billing cycle.
Customers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usage. Finally, at any time, T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. T-Mobile regrets any inconvenience Mr. [redacted] has 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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

January 2, 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 23, 2016, regarding the above-referenced account. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect good 4G coverage in most homes and buildings. Please be advised that in review of Mr. [redacted]’s coverage, T-Mobile has recently performed a network upgrade to provide better coverage. This upgrade requires handset to be able to take advantage of Band 12 in order to receive the improved network. It is important to note that Mr. [redacted]’s is using a Note 2 which does not support Band 12. In order to amicably resolve the matter, On December 27, 2016, T-Mobile contacted Mr. [redacted] and offered to send him a like-new Note 5 that supports Band 12 at no charge. Mr. [redacted] accepted this offer and the tacking number [redacted] shows that Mr. [redacted] received his handset on December 30, 2016. 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. Jimmie P[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  There are still problems on the account caused by this issue. The promotions I was eligible for have been revoked which I was advised was not going to happen so until this is resolved I am not satisfied with this response
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:i requested 3 things:1) Fix the process sonother customers don't go through thid2) Stop telling me I will not be charged when your systems don't agree3) Value my time, and don't message me nonsense  The response from T-Mobile:A) Is at times addressed to Mr [redacted] and at other times a Mr [redacted]?B) States that at the time of issuance a $25 deposit is taken from the customer. This has not been refunded to me.C) I appreciate they said so should ignore messages but on 8/22 T Mobile messaged me saying "Free T-Mobile Msg: Non-return fee of $312.84 for the 4G LTE Signal Booster (RS3) was added to your acct. per the device agreement terms." This was for an utbfT Mobile did credit me for the month but it's very poor that I had to escalate and pues 
Sincerely,
[redacted]

April 5, 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 March 31, 2017, regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] canceled his T-Mobile service and any inconvenience experienced by him regarding his account balance concerns.
T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] was transferred to another service provider on December 27, 2016. The arrangement to transfer the line of service was made directly with Mr. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Mr. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on Mr. [redacted]’s account on February 17, 2017, when Mr. [redacted] contacted T-Mobile.
As Mr. [redacted]’s mobile number ending in [redacted] remained active until February 17, 2017, he was assessed his normal monthly recurring charges. As Mr. [redacted] was subscribed to AutoPay feature, his balance was automatically withdrawn from his financial institution.
Furthermore T-Mobile records indicate on March 18, 2017, Mr. [redacted]’s payment remitted on January 4, 2017 in the amount of $147.75 and his payment remitted on February 4, 2017 in the amount of $134.37 were both returned as unpaid.
However in an effort to amicably resolve this matter, T-Mobile has agreed to credit Mr. [redacted]’s balance in full. As such, T-Mobile has applied a credit in the amount of $283.50. Mr. [redacted]’s account remains closed with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: The credit is not showing on my account. 
Sincerely,
[redacted]

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

of your correspondence dated May 16, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our Samsung Promotion. Please be advised that from March 11, 2016, to March 17, 2016, postpaid customers who buy a Samsung Galaxy S7 or S7 Edge can get another S7 or S7 edge of equal or lesser value for free when they activate a new line of service on same account. T-Mobile records confirm that on March 11, 2016 and March 17, 2016, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted], and also qualified for and took advantage of our Equipment Installment Plan ("EIP") with the purchase of four Samsung Galaxy S7 Edge handsets. Within 30 days of the purchase of the new devices, customers were required to submit their rebate redemption at www.t-mobile.com/promotions. Please note that as Mr. [redacted] mentions, there were several requirements that needed to be met in order to obtain the rebate, including that the new lines of service must remain active until the rebate is received, and the account must be in good standing at the time that the rebate is approved. In addition, the handset must show usage on the T-Mobile account, and remain on EIP throughout the duration of the rebate approval process. Once all requirements are met and the refund is approved, customers could expect to receive their refund cards at their address of record within eight weeks of weeks of submission. However, please note that due to the overwhelming response T-Mobile and Samsung received for this offer, T-Mobile, and our card issuer, Citibank, experienced delays in producing the cards. We regret any inconvenience regarding this delay and have confirmed that all refund cards have now shipped. Upon reviewing Mr. [redacted]’s rebate submission, T-Mobile determined that one refund card in the amount of $779.99 had been shipped to Mr. [redacted] as of May 18, 2016, for delivery in seven to ten business days. However, records confirm that Mr. [redacted]’s second refund was denied due to an inadvertent system error which flagged it as a duplicate submission. Upon speaking with Mr. [redacted] regarding this matter, T-Mobile offered to issue the remaining refund in the amount of $779.99 directly to Mr. [redacted]’s outstanding EIP balance for the mobile number ending in 0145. $714.99 was issued to the EIP on the S7 Edge, closing the EIP with a zero balance, and the remaining $65.00 was issued to Mr. [redacted]’s account, bringing the account to a zero balance. Mr. [redacted] accepted this offer as resolution in full to his concerns. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted]Executive Response

I am thankful that they went ahead and gave me a replacement phone plus, the credit I feel was rightfully owed.  I wish that a supervisor or manager had the same rights to help a customer then it would have never got to Revdex.com.  In a 13 year relationship with tmobile and we've had our bumps, but I will continue to be a long standing customer.  Thank youRevdex.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 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]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 23, 2016 regarding the above-referenced account. T-Mobile regrets the final billing statement was not what Mr. [redacted] had expected and any misunderstanding regarding T-Mobile’s JUMP! On Demand (“JOD”) program. T-Mobile records indicate that the final balance of $1,724.71 on the final billing statement dated April 2, 2016, is comprised of the final JOD balance of $1,054.47 for an Apple iPhone 6s Plus 16GB, Apple iPhone 6 Plus 16GB and LG V10, monthly JOD charges and applicable taxes. Please be advised 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. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. In addition, if a customer has an open JUMP! On Demand and the account is canceled, any remaining unpaid lease balance and purchase option price and applicable taxes on the canceled account is accelerated and becomes due with the final billing statement. T-Mobile confirms that the line ending in [redacted] and [redacted] were moved from Mr. [redacted]’s account via a Change of Responsibility (“COR”) which is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. It is important to note that lease balances of the JUMP! On Demand transfers are currently not supported and cannot be transferred between accounts. All charges apply to the final bill of the original account when closed. T-Mobile records further indicate that on April 30, 2016, Mr. [redacted]’s T-Mobile account incurred a $107.52 Non-Return fee for a Wi-Fi router. This brought Mr. [redacted]’s new balance to $1,832.23. Please note that the Wi-Fi router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00. 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 provide this during any of Mr. [redacted]’s contact with our retail location or Customer Care. In an effort to amicably resolve this matter, T-Mobile applied a credit of $1,228.32 for the final JOD lease balance and Purchase Option price and applicable taxes for the LG V10 and the Apple iPhone 6s Plus Rose Gold 16GB as this equipment was returned to the retail location, leaving a balance owing of $603.91 which consists of the final JOD balance of $496.39 for the Apple iPhone 6 Plus 16GB for the line ending in [redacted] and the Non-Return fee of $107.52 for the Wi-Fi Router. T-Mobile also offered to remove the $496.39 JOD balance for the Apple iPhone 6 plus 16GB balance by returning the equipment to me directly at the following address: [redacted] T-Mobile recommends that Mr. [redacted] send his handsets via a traceable carrier. We ask that he please include his account information, handset, battery and charger within the box. If T-Mobile is not in receipt of the device by May 30, 2016 Mr. [redacted] will remain responsible for the remaining balance of the Apple iPhone 6 Plus 16GB and the Wi-Fi router. In addition, T-Mobile has placed a three month collection hold to provide additional time for Mr. [redacted] to make payments towards the final balance of $603.91. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Amor M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  There was no mention as to whether this overdue bill would affect my credit rating.  There was no mention how other innocent consumers would be protected when they switch carriers.  How will bills be sent to consumers and how can they pay bills electronically after they switch carriers?  
Sincerely,
[redacted].

July 10, 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 6, 2015, regarding the above-referenced account. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. T-Mobile records indicate Ms. [redacted] sent her EIP reimbursement information on May 23, 2015. On June 19, 2015 T-Mobile declined Ms. [redacted] request as the handset returned was physically damaged. As stated in the terms of the reimbursement the handset must be in good working order to qualify for the reimbursement. T-Mobile contacted Ms. [redacted] on July 8, 2015 and offered to provide an adjustment in the amount of $162.50 which is one-half of the $325.00 she requested in the reimbursement. Unfortunately Ms. [redacted] declined this offer. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Jason M[redacted] Executive Response

August 11, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:       [redacted] and [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 4, 2015, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] is a listed authorized user on Mr. [redacted]’s account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction. 
 
T-Mobile regrets that Ms. [redacted] experienced any concerns with our Carrier Freedom reimbursement offer.  Beginning March 22, 2015, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  This industry-changing offer allows consumers who were previously held back by expensive Equipment Installment Plan (“EIP”) balances the opportunity to come to T-Mobile for a better deal.  Under the terms of this program, T-Mobile will reimburse consumers’ remaining EIP balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service.  To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on EIP with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s EIP.  T-Mobile’s EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. 
 
In accordance with the Terms and Conditions of T-Mobile’s Carrier Freedom initiative, account credit or payments (as applicable) are provided by T-Mobile in two separate installments to the customer.  The first installment is the trade-in value for the handset based on the market value of device.  If the customer activates in a qualifying T-Mobile retail location and chooses to surrender their handset on the same day (T-Mobile’s instant credit option), the handset is inspected and if it is found to be in acceptable condition, the market value of the device is provided as credit toward the purchase of new equipment. 
 
The second payout is calculated by subtracting any previously applied trade-in credit from the total remaining EIP balance owed on the handset.  In order to qualify for reimbursement of the accelerated EIP balances from the prior carrier, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of the required documents and reimbursement of the accelerated EIP balances may take up to eight (8) weeks from the date of submission to be received, and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activity. 
 
T-Mobile records show that Mr. [redacted]’s account was activated on April 4, 2015, from [redacted], a third party authorized dealer for T-Mobile’s products and services.  Our records confirm that Mr. [redacted] ported his mobile numbers ending in [redacted] and [redacted] from his previous service provider, he purchased an Apple iPhone 6 handset and an Apple iPhone 6 Plus handset with our EIP option and he traded-in an Apple iPhone 6 and an Apple iPhone 5C handset from his previous service provider.  Our records show that Mr. [redacted] received a trade-in credit in the amount of $344.00 for the Apple iPhone 6 handset and $97.00 for the Apple iPhone 5C handset that was traded-in.   Please be advised that the total amount of the down payments and taxes that were due on April 4, 2015 for the new handsets and accessories that Mr. [redacted] purchased was $438.09 and the trade-in credits were applied toward the required down-payments and taxes.  Once the trade-in credits were applied to the down payments and taxes, there was a remaining trade-in credit balance of $2.91 that was issued as a credit to Mr. [redacted]’s account on April 4, 2015.  T-Mobile records show that the previous billing statements that were received from Mr. [redacted] did not clearly show that remaining handset balances and our records confirm we that we sent letters to him that explained why the reimbursement requests were declined and what information was needed in order for his request to be approved.
 
On August 7, 2015, T-Mobile received a final billing statement from Mr. [redacted]’s previous service provider and the billing statement shows that the final balance for the Apple iPhone 6 handset was $656.04 and the final balance for the Apple iPhone 5C was $68.73.  Please note that T-Mobile previously provided $344.00 as a trade-in credit for the Apple iPhone 6 handset and since the balance for that handset was $656.04 he was eligible for the second reimbursement for that handset in the amount of $312.04.  Since the EIP balance for the Apple iPhone 5C handset that was traded-in totaled $68.73, and he received a $97.00 trade-in credit, Mr. [redacted] was not due any additional reimbursement for the Apple iPhone 5C.  Ms. [redacted] advised T-Mobile that our Carrier Freedom offer was not properly presented to her and Mr. [redacted] from [redacted] at the time of activation.  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 authorized dealer of our products and services failed in any way to display that during Mr. [redacted]’s recent contact with [redacted].
 
As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile approved a reimbursement card in the amount of $753.04.  Mr. [redacted] should expect to receive the reimbursement card within 10 business days. 
 
T-Mobile regrets any inconvenience to Mr. and Ms. [redacted] and we appreciate their business.
 
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.
 
 
Ally Y[redacted]
Executive Response

July 5, 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 June 26, 2016, regarding the above-referenced account. We are sorry to hear that Mr. [redacted] had concerns with his billing cycle and due date. It is important to note that when Mr. [redacted] activated his T-Mobile account on June 22, 2016, the billing cycle started on the 23rd of one month, ended on the 22nd of the following month, and the bill was due on the 15th of each month. Please note that Mr. [redacted]’s first bill is due on July 15, 2016. On June 25, 2016, Mr. [redacted] contacted T-Mobile and requested that we change his billing cycle so that the bill cycle starts on the 8th of each month, closes on the 7th, and is due on the 28th of each month. Please note that this bill cycle change will go into effect at the end of his current bill cycle on July 22, 2016. Additionally, because Mr. [redacted]’s billing cycle date is being changed he may receive a prorated bill for the period of July 23, 2016, through August 7, 2016, so that he may start his regular bill cycle starting on the 8th of each month. In an effort to amicably resolve this matter, T-Mobile has placed a hold on Mr. [redacted]’s account until July 25, 2016, so that he may be able this month’s bill on July 25, 2016, instead of the current due date of July 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. Taylor B[redacted] Executive Response