T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:(The following is the transcript of an email I sent to [redacted] on May 6, 2017 in response to the complaint response I received. I have yet to receive a response to my follow up, nor has the original issue been resolved.)Thank you for the reply. While I have completed the steps above, I'm still reporting the device as locked. Again I'm referencing your public website which all third parties use to verify the device unlock status. Feel free to check yourself:1) I'm using the following website:https://www.t-mobile.com/verifyIMEI.aspx2) I enter the following IMEI number of my device:[IMEI REDACTED]3) I receive the following error message stating the device still has an outstanding balance:"This device has an outstanding balance that must be paid or it may not be able to be used on T-Mobile network. For more information or assistance, please call Customer Care at 1-844-226-8396"
Sincerely,
[redacted]

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

receipt of your correspondence dated June 21, 2016, regarding the above-referenced account. We are glad to report to your office that upon speaking with Ms. [redacted] she confirmed that her concerns have been resolve to her satisfaction. T-Mobile regrets hearing of Ms. [redacted]’s concerns with the delay in receiving her equipment refund and its current status. Please be advised that we 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 corporate offices. T-Mobile has investigated this matter and we confirmed that on April 23, 2016, T-Mobile processed a refund in the amount of $708.25 for the reimbursement of the return of Ms. [redacted]’s two iPhone 6s 16GB devices in the form of a paper check. Please note that when a retail location initiates a refund for a return purchase, the refund needs to be processed to the same method of payment. As Ms. [redacted], originally paid for her devices with her MasterCard ending in 7840, the paper check refund was declined. On June 29, 2016, T-Mobile contacted Ms. [redacted] to discuss her concerns and process her refund. Ms. [redacted] provided us with her account and routing information to complete a direct deposit. On June 30, 2016, T-Mobile received confirmation that the refund was processed successfully. Please allow one to three business days for the funds to become available in Ms. [redacted] financial institution. 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. Maggie R[redacted] Executive Response

June 28, 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 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the processing time of the refund. T-Mobile records show that on June 9, 2017, Mr. [redacted] made a payment in the amount of $306.98. That same day, Mr. [redacted] contacted T-Mobile to request that we refund $167.07 of the payment, as he only intended to make a partial payment of $139.91. Our records indicate that multiple refund requests for the full amount of the payment were completed. It is important to note that although Customer Care has the ability to submit a refund request for a customer, the refund request must meet all eligibility requirements prior to approval.
Upon speaking to Ms. [redacted], an escalated request was filed for the partial refund and Mr. [redacted] was advised the refund would be processed within one to three business days. The refund was approved and confirmed with Mr. [redacted] that the funds were received. 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.
Lauren L[redacted]
Executive Response

October 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2017, regarding the above-referenced account. We are pleased to report that Mr. [redacted]’s concerns have been address. T-Mobile regrets any continued concern that Mr. [redacted] has experienced regarding this matter, and we do appreciate the opportunity to respond.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with and outreach to our Executive Response.
Upon further review of Mr. [redacted]’s correspondence, T-Mobile found that on September 18, 2017, T-Mobile’s Executive Response assisted Mr. [redacted] in removing an IMEI block for the handset he was using. It should be noted that Mr. [redacted]’s device in use was blocked as payment ceased on the original account in which it was purchased. Although the block was found to have been valid, as a courtesy T-Mobile assisted Mr. [redacted] in its removal of said block and also provided Mr. [redacted] a one-time $140.00 courtesy credit.
Please be advised that on October 4, 2017, T-Mobile contacted Mr. [redacted] regarding his concerns, and confirmed that his handset’s IMEI block was removed. Please note that Mr. [redacted]’s account remains active with a remaining $70.96 credit balance which will be used to offset future monthly billing.
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 Anaya
Executive Response

July 14, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted] concerns within this letter. T-Mobile records confirm that Mr. [redacted] market was part of the Advanced Wireless Service (AWS) upgrade offer. T-Mobile in effort to continually improve our network, is upgrading more of our network in several markets to reallocate our (AWS) spectrum to LTE. This impacts customers using (AWS) only devices, RS1 signal boosters and Audi Connect. Please note that customers with (AWS) only handsets, hotspots, signal boosters, and tablets, will only get 2G service for voice, text message (SMS), and data speeds unless they upgrade to devices with a minimum Band II support upgrade. T-Mobile records indicate that Mr. [redacted] contacted T-Mobile on July 3, 2015 and accepted the offer to upgrade to a Blackberry Classic device. Regretfully the Blackberry Classic device was no longer available for replacement. T-Mobile records confirm Mr. [redacted] cancelled his account on July 6, 2015 when he ported his number to another service provider as the Blackberry Classic was no longer being offered. Please note that customers are currently being offered for a limited time Loyalty upgrade offer to the following devices at no charge: • Alcatel OneTouch • Alcatel OneTouch Pop 7 Tablet • T-Mobile 4G LTE Hotspot Z915 • 4G LTE Signal Booster. If customers do not wish to upgrade to the free devices listed above, they have the option to receive $100.00 off another device if they upgrade using Equipment Installment Plan. In an effort to amicably resolve this matter T-Mobile has applied a credit of $58.81 for services utilized from May 23, 2015 to June 22, 2015. In addition T-Mobile will waive the final billing statement for the billing cycle of June 23, 2015 through July 22, 2015 that has yet to be generated. Please note that as of the date of this letter Mr. [redacted] T-Mobile account remains cancelled with a zero balance. 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. Luv V[redacted] Executive Response

March 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 March 15, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on October 5, 2006, and currently has eight active lines of service. On March 11, 2016, Mr. [redacted] used our JUMP! On Demand (“JOD”) lease program to lease a Samsung Galaxy S7 handset. The JOD lease program allows customers to upgrade to the hottest devices whenever they want. Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. Mr. [redacted] agreed to an 18 month lease period, with monthly payments in the amount of $28.00.
Our records confirm that on March 25, 2016, Mr. [redacted] performed a JOD upgrade for his Samsung Galaxy S7 handset. Mr. [redacted] leased a Samsung Galaxy S7 Edge handset, with 18 monthly payments in the amount of $30.00. As part of the JOD upgrade program, Mr. [redacted] was required to return the Samsung Galaxy S7 handset to a T-Mobile retail location. Upon receipt and inspection of the handset, the JOD lease for the handset would be closed. Regrettably, our records confirm that the Samsung Galaxy S7 handset was not received as returned to T-Mobile. As such, the JOD lease remained active on Mr. [redacted]’s account.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, on March 21, 2017, T-Mobile closed the JOD lease for the Samsung Galaxy S7 handset leased on March 11, 2016. As such, Mr. [redacted] will no longer be billed for the device. Additionally, on March 21, 2017, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $336.00 for billed handset lease payments. As Mr. [redacted] had a balance owed, his account remains active with a balance of $600.59. It is important to note that a portion of this balance is considered past-due. T-Mobile recommends that Mr. [redacted] contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruption. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

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, Mrs. [redacted]

October 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 2, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced with T-Mobile’s Carrier Freedom program. It is important to note T-Mobile will reimburse a customer their previous carrier’s device payment plan minus the trade-in value of their equipment. T-Mobile records confirm that Mr. [redacted] was reimbursed a total amount of $243.81 on September 10, 2015, and was credited $425.00 for his device traded-in and applied toward his down payment owed at the time of purchase. As a result that amount was not included in his mailed reimbursement. T-Mobile sincerely apologizes if this process was not explained in full to Mr. [redacted]. In an effort to amicably resolve this matter for Mr. [redacted] on October 9, 2015, T-Mobile refunded Mr. [redacted] $476.47 for the remaining balance on his [redacted] bill. We ask that Mr. [redacted] allow seven to ten business days to receive his refund in the form of a prepaid debit card in the mail. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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. Zachary S[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add that T-Mobile needs make its Fraud Department accessible to its customers.  I could have avoided months of anger and frustration if I was able to speak with someone of authority.  They kept  promising me a call back, and that "The Fraud Department" was investigating. It took 4 months, a complaint to the Revdex.com, and police report to get my issue resolved.  T-Mobile lost my business.
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.
After several attempts Mr. Ruben A[redacted] and myself got to a common ground and agreed upon the total end balance of $1,110.00 USD.
appreciate your help and great support....  Revdex.comSincerely, [redacted]

Revdex.com: I have finally received my replacement phone 
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]

Hello, 
Complaint # [redacted] has been resolved. 
 
Thank you 
-[redacted]

January 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 January 22, 2016, regarding the above-referenced account. T-Mobile regrets Ms. [redacted]’s concerns regarding her final account balance. T-Mobile records confirm that Ms. [redacted] canceled her account on November 18, 2015, when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 24th of one month to the 13th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through December 13, 2015. In an effort to resolve this matter amicably, on January 28, 2016, T-Mobile has applied an account credit of $75.19 which includes monthly access charges and applicable taxes in the final billing statement. The canceled account reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

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 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us promotion to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. Please note that the credits will continue so long as Mr. [redacted]’s account keeps the voice lines active.
T-Mobile records confirm that on November 21, 2016, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted], which were replaced by numbers ported in from another service provided on December 1, 2016. Unfortunately, our records confirm that at the time of activation, Mr. [redacted] was subscribed to a specific Simple Choice family plan which was not eligible for the 2016 Friends and Family 2 lines On Us promotion.
However, on June 2, 2017, Mr. [redacted] changes his rate plan to our T-Mobile One tax inclusive rate plan and will now start receiving his monthly discount for the two additional lines. As an additional courtesy, on June 2, 2017, T-Mobile issued a credit of $300.00 equal to the last six months of charges for new lines of service, which has left Mr. [redacted]’s account with a credit balance of $368.23. Additionally, T-Mobile has offered to follow up on Mr. [redacted]’s account for the next two billing cycles to ensure that he receives his credits. Mr. [redacted] has accepted this offer. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

December 14, 2015
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[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 4, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] experienced concerns with the corporate discount that was previously offered to his account through his employer, [redacted].  T-Mobile offered corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list.  This Discount Program is referred to as a The T-Mobile Advantage Program.  This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective.  Customers that previously received this discount are required to recertify their employment on an annual basis to maintain their monthly discount.  As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. 
T-Mobile records show that Mr. [redacted] previously received a monthly discount from the eligible T-Mobile monthly access charges and optional features due to his employment with [redacted] and he was asked to recertify his employment on May 19, 2015; when a text message was sent to his mobile number ending in [redacted] and a reminder card was sent to his address of record. T-Mobile provided 30-days for Mr. [redacted] to recertify his employment although we did not receive his recertification and the discount was removed from his account on July 24, 2015.  Please be advised that T-Mobile does not offer a monthly discount at this time for employees of [redacted] although they are eligible to receive a $25.00 Reward Card for each new device or tablet that is purchased.  However; Mr. [redacted]’s wife is an employee with the United States Postal Service (“USPS”) and T-Mobile still offers government employees with a 15% monthly discount from eligible rate plans and features.  T-Mobile resubmitted Mr. [redacted]’s request with the new information that we received and his account has been approved to receive a 15% monthly discount from eligible monthly access charges and features.  Our migration team confirmed that the discount should apply to Mr. [redacted]’s January 2016 billing statement.
As a gesture of goodwill and in an effort to amicably resolve this matter, on December 14, 2015, T-Mobile issued a credit in the amount of $64.45 to Mr. [redacted]’s account for the previous billing statements from August 2015 through December 2015 that did not receive a discount.  Please be advised that a credit in the amount of $10.55 was issued to Mr. [redacted]’s account for the discount on September 6, 2015.  In total, T-Mobile issued credits totaling $75.00 to Mr. [redacted]’s account for the discount that did not apply to his account for the billing statements from August 2015 through December 2015.  Mr. [redacted]’s revised balance now totals $29.34 and is scheduled to be paid via our EasyPay option approximately on December 20, 2015.
T-Mobile customers may contact Customer Care over the phone by dialing 611 from their handset or by calling 800-937-8997, they may visit a T-Mobile retail location and they may enter into a live chat with a Customer Care Representative from our website at www.T-Mobile.com, the chat conversation is able to be saved and or printed. In the event that Mr. [redacted]’s concerns have not been resolved in a timely manner by contacting Customer Care, he may contact our offices via email at [email protected] and an Investigator from our office will contact him regarding his concerns.
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced with 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 1, 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 26, 2016, regarding the above-referenced account. T-Mobile records confirm that Mr. [redacted] has designated Mr. [redacted] as an authorized user of his account. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding his recent equipment return. Our records confirm that on July 23, 2016, Mr. [redacted] visited a T-Mobile retail location and purchased an LG G Pad X tablet on an Equipment Installment Plan (“EIP”). As of the time of Mr. [redacted]’s purchase of new equipment, T-Mobile provided 14- days return period which allowed [redacted] to use the service and 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 and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Please note that a restocking fee may be assessed to any returned equipment, due to the fact that T-Mobile is unable to resell previously owned equipment as a “new.” We regret if Mr. [redacted] was not properly advised of the policy surrounding restocking fees. As a courtesy to Mr. [redacted], T-Mobile issued a credit in the amount of $52.00 to Mr. [redacted]’s account, bringing the account to a revised balance of $94.96. Mr. [redacted] accepted this offer as full resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[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 agree that [redacted] was added in June 2015 but T-Mobile was unable to produce any documentation regarding the purchase on 10/24/2015. We again went in circles about the documentation they said they could confirm the store if I told them which one. Obviously since myself or [redacted] did not purchase these items I wouldn't be able to give that information. The two items on this EIP don't even match but one phone. I think this was an inside person at the store it was sold at and they sold them for cash. I felt talked down to the entire time I have dealt with T-Mobile about this issue. It would be better business for them to trust their customers.  Although I am happy that they are reversing the charges, I am not happy about the way I was not given the benefit of the doubt. I am nothing if not an honest and do not like the implication otherwise. I have been with them for 10 years or more and may change carriers after my legitimate EIPs are paid off.Sincerely, [redacted]

May 31, 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 19, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account and his attempts to settle his balance. T-Mobile records confirm that, on October 10, 2015, Mr. [redacted] purchased two LG G-Stylo handsets, two screen protectors, and a protective case through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $28.35.
On November 13, 2015, Mr. [redacted] entered into a JUMP! On Demand ("JOD") lease for an LG G-Stylo handset wherein he agreed to 18 monthly lease installments in the amount of $14.50.
If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open EIP balance on the canceled account as well as remaining lease installments and purchase option price (“POP”) are accelerated and become due with the final billing statement. This information was disclosed within the EIP and JOD lease agreements provided at the time of Mr. [redacted]’ above-referenced transactions. On October 19, 2016, Mr. [redacted]’ account was cancelled for non-payment, at which time his device payment plans were accelerated and the remaining balances were assessed as charges on the final billing statement dated November 11, 2016.
Mr. [redacted]’ final billing statement dated November 11, 2016, consisted of past due charges from the billing statements dated July 11, 2016, through October 11, 2016, accelerated EIP balance, accelerated JOD lease installment balance, JOD lease POP, applicable taxes, and fees for a total balance of $790.94, which was due, on December 3, 2016. On November 21, 2016, a payment in the amount of $101.50 posted to Mr. [redacted]’ account reducing the balance to $689.44.
Due to continued non-payment, on December 31, 2016, Mr. [redacted]’ account was transferred to the third-party collection agency, AmSher, for collection of the outstanding balance at which time a collection fee of $33.81 was assessed resulting in an updated balance of $723.25. As of February 7, 2017, Mr. [redacted]’ account was transferred to the third-party collection agency, Enhanced Resource Centers, for continued collection efforts.
As T-Mobile had confirmed the return of Mr. [redacted]’ LG G-Stylo handset used on the mobile number ending in 4003, on February 3, 2017, T-Mobile applied a credit in the amount of $110.43 for the remaining associated monthly JOD lease installments and applicable tax. As a result of this adjustment, on February 4, 2017, a credit in the amount of $27.61 was applied toward the above-referenced collection fee which reduced the account balance to $585.21.
Additionally, on April 7, 2017, a payment in the amount of $85.00 posted to Mr. [redacted]’ account reducing the balance to $500.21.
Upon review of the account and Mr. [redacted]’, correspondence, T-Mobile has credited Mr. [redacted]’ outstanding account balance to zero. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for Mr. [redacted]’ credit report to be updated.
Additionally, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ contact with our retail location. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have missed attempts where Ruben has reached out to me but I have called back as well as emailed back and yet to get a response. I contacted the call center as well and they too tried twice to contact him but to no avail. I understand he is very busy and has many other customers to deal with and since I cannot seem to reach him it would much appreciated if the resolution he proposed just be completed. Thank youSincerely, [redacted]

October 7, 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 September 30, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved [redacted] concerns to her satisfaction. Upon verification, our records indicate that Ms. [redacted] and [redacted] are the same person. T-Mobile regrets any concerns to [redacted] regarding her T-Mobile account and billing. T-Mobile records confirm that as of May 1, 2011, [redacted] had a T-Mobile account with three mobile numbers ending in [redacted], and [redacted] was subscribed to our Family Time Even More Plus plan for $49.99 per month. This plan provided 750 shared anytime minutes with unlimited nights, weekends, and T-Mobile-to-T-Mobile calling. The additional line was charged $5.00 per month for the same features. Our records indicate that on April 29, 2014, [redacted] contacted T-Mobile and suspended the mobile number ending in [redacted] stated she was going to hold on to the line and purchase a new handset the following month. The mobile number ending in [redacted] stayed in suspension status. On November 28, 2014, [redacted] canceled her mobile numbers ending in [redacted] and [redacted], when she transferred them to another service provider. [redacted] never requested to cancel the mobile number ending in [redacted] which resulted in her account remained active. On November 28, 2014, [redacted] account was canceled due to non-payment. [redacted] account balance was $196.89, which consisted of her monthly access charges from August 15, 2014 through November 28, 2014 and applicable taxes. T-Mobile provided [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on January 17, 2015, T-Mobile transferred [redacted] account to a third party collection agency, [redacted] in an attempt to collect the past due balance. On April 25, 2015, [redacted] account was then referred to [redacted]. On September 3, 2015 and September 9, 2015, [redacted] made a payment in the amount of $86.14 each time to [redacted]. On September 12, 2015, our records indicate that [redacted] account was settled in full with [redacted]. In an effort to amicably resolve this matter, on October 6, 2015, T-Mobile processed a refund card in the amount of $172.28 for the payments [redacted] made to [redacted] accepted this as a resolution to this matter. Please allow seven to ten business days for mailing. T-Mobile regrets any inconvenience to [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