T-Mobile Usa Inc

November 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 25, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets to hear of any billing concerns that Ms. [redacted] has experienced and appreciates the opportunity to respond to her concerns. T-Mobile records indicate that on August 15, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 7 Edge 32GB Silver. Additionally, on September 2, 2016, Ms. [redacted] purchased a second Samsung Galaxy S 7 Edge handset. 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-monthly installments. As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a 14-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 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. Upon further review of Ms. [redacted]’s account, T-Mobile determined that both of the non-working Samsung Galaxy S7 Edge’s had not been utilized since August 22, 2016, and September 8, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, on September 8, 2016, T-Mobile issued a one-time credit in the amount of $747.49. Additionally, on November 1, 2016, T-Mobile issued a one-time credit in the amount of $795.40 for the second handset resulting in an updated zero balance. T-Mobile regrets any inconvenience or misunderstanding that Ms. [redacted] may have experienced when cancelling her service with T-Mobile. T-Mobile records confirm that Ms. [redacted] cancelled her mobile number ending in [redacted] on September 9, 2016. Ms. [redacted]’s billing cycle ran from the 17th of the month to the 16th of the following month. Pursuant to T-Mobile’s policy, customers may be billed through the end of their current bill cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through September 16, 2016. It is important to note that Ms. [redacted]’s account remains closed 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 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 contact with our retail location and our Customer Care department. 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

May 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated his service on February 17, 2017 and attempted to take advantage of our 2017 Tax Time Switcher Offer promotion. As can be expected, there are several eligibility requirements for each of the above promotion. Regretfully, T-Mobile records confirm that on March 23, 2017, Mr. [redacted] was denied due to ineligible rate plan as No Credit Check accounts do not qualify. T-Mobile regrets any misunderstanding that may have occurred.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited Mr. [redacted]’s account in the amount of $150.00 leaving his account with a credit balance of $150.00. Mr. [redacted] has agreed to and accepted our offer.
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
In addition, Ms. M[redacted] was extremely helpful and professional when discussing the case.  Hopefully, T-Mobile will model future customer-care training after her competent handling of the situation.  Thank you for resolving this issue.
Sincerely,
[redacted]

May 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any account concerns Ms. [redacted] has experienced. T-Mobile records confirm that as of March 8, 2017, Mr. [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability.
Furthermore, T-Mobile records confirm that the data lines ending in [redacted] and [redacted] are subscribed to the Simple Choice North America with 6GB of Data promotional rate plan, which for $35.00 per month, provides each line with 6GB of data at up to 4G/LTE speeds depending on device capability. Please note that each line receives a monthly simple choice family discount in the amount of $14.99.
Lastly, the data line ending 9618 is subscribed to the Simple Choice North America with 5GB of Data, promotional rate plan, which for $20.00 per month, provides the data line with 5GB of data at up to 4G/LTE speeds depending on device capability. Please note that this data line receives a monthly simple choice family discount in the amount of $12.55.
T-Mobile regrets to hear of Ms. [redacted]’ concerns regarding a handset that she states was returned and continued to be charged on the account and would like to further discuss the matter to see how we may be able to assist her. We ask that Ms. [redacted] please contact me to go over the account and clarify any questions regarding the above referenced concerns. Ms. [redacted] may contact me at the below number between 6:00am and 4:30pm pacific standard time Monday, Tuesday, Thursday or Friday. 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.
Abigail [redacted] Executive Response

July 4, 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 21, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted] and [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] selected out Simple Choice North America Business rate plan for $80.00 per month for two lines of service, as well as a 6 GB data feature for one line of service for $15.00 per month, as well as our Premium Handset Protection ("PHP") for $12.00 per line. Additionally, Mr. [redacted] purchased a Samsung Galaxy S 7 Edge handset using our Equipment Installment Plan (“EIP”) offering with $129.99 down, and 24 monthly installments of $27.50.

It is important to note that Mr. [redacted]'s account has carried a past due balance beginning with the billing statement dated August 17, 2016. Please also note that Mr. [redacted]'s account has been suspended for non-payment eight times, from September 2016, through June 2017. Pursuant to T-Mobile policy, a fee of up to $20.00 per line may be charged if an account is suspended for non-payment, and later restored.

On March 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $444.64, which consisted of a past due balance of $285.66, as well as monthly recurring charges for service from February 17, 2017, through March 16, 2017. Please note the associated due date of Mr. [redacted]'s account was the 9th of the month.

Due to continued non-payment of the past due balance, Mr. [redacted]'s account was suspended on March 29, 2017. On March 30, 2017, Mr. [redacted] contacted our Customer Care, remitted payment of $127.88, and agreed to a future dated payment arrangement with a payment of $157.78 on April 9, 2017. At that time, Mr. [redacted]'s account was resumed, and two restore from suspend fees were charged.

On April 6, 2017, Mr. [redacted] was sent a reminder notification of his future dated payment. Regretfully, this payment was declined, and the payment arrangement failed. As such, on April 11, 2017, the account was suspended for non-payment. Subsequently, on April 12, 2017, Mr. [redacted] contacted our Customer Care regarding the past due balance. Following a payment of $160.00, T-Mobile restored services to Mr. [redacted]'s account, and a restore from suspend fee was charged per line. It is important to note that our records indicate additional payment arrangements were agreed to at this time, and that the payment of $160.00 was the last payment received by T-Mobile toward the account.

On April 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $398.11, which consisted of a past due balance of $156.76, two restore from suspend fees of $20.00 per line of service, as well as monthly recurring charges for services from March 16, 2017, through April 16, 2017.

As T-Mobile was yet to receive payment towards the past due balance, on May 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $557.17, which consisted of a past due balance of $398.11, as well as monthly recurring charges for services from April 17, 2017, through May 16, 2017.

As payment was not received by T-Mobile for the past due balance, Mr. [redacted]'s account was again suspended on May 30, 2017. Thereafter, Mr. [redacted] contacted our Customer Care regarding the account balance. Following a payment of $156.76, T-Mobile restored service to the account. As a courtesy, the two restore from suspend fees were not charged to Mr. [redacted]'s account.

On June 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $737.26, which consisted of a past due balance of $557.17, as well as monthly recurring charges for services from May 17, 2017, through June 16, 2017. As T-Mobile was yet to receive a payment toward the outstanding balance, the account was also suspended the same day. Following a conversation with our Customer Care on June 19, 2017, Mr. [redacted] was advised that pursuant to T-Mobile policy, a payment arrangement may be offered provided the account is less than 31 days past due. As such, a payment in the amount of $398.11 was required before a payment arrangement could be offered. As payment was not received at that time, a payment arrangement was not offered, and the account remained suspended.
On June 23, 2017, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to restore services to the account, and waive the associated restore from suspend fee for each line of service with the following terms:
• A payment in the amount of $156.76 was made the same day;
• A payment in the amount of $241.33 was to be made before end of day, July 3, 2017.
This offer was accepted, and Mr. [redacted] remitted payment in the amount of $156.76 on June 23, 2017, and services were restored, with a balance of $580.50. Additionally, T-Mobile placed a collection hold on the account through July 3, 2017, which prevents any additional interruption of service through said date, provided the agreed upon payment of $241.33 was made before the expiration of the collection hold on July 3, 2017.
At the completion of this arrangement, Mr. [redacted]’s account will be eligible for an additional payment arrangement for the remaining balance. Mr. [redacted] agreed to contact me directly once the additional payment is remitted to the account to discuss further payment arrangements for the account. As such, T-Mobile respectfully declines Mr. [redacted]’s request for additional credits and a Samsung Galaxy S 8 handset at no cost. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate the opportunity to address 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.
Ronnie A[redacted] Executive Response

February 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 19, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] experienced regarding her activation and account cancellation. T-Mobile records confirm that on March 5, 2015, Ms. [redacted] activated her T-Mobile services through Venicom, Inc., a third-party authorized dealer for T-Mobile’s products and services. As Venicom, Inc. is a third-party authorized dealer for our products and services, their employees do not work directly for T-Mobile. Please note that at the time of activation Ms. [redacted] paid $80.00 in deposits to activate her account. When Ms. [redacted] activated this account she signed a secondary contract with Venicom, Inc. which she agreed to a two year service agreement from March 5, 2015, through March 5, 2017, and agreed to have her monthly recurring cost (“MRC”) comprised of the Family Unlimited Talk, Text and Data Classic rate plan for $100.00. It is important to note that should Ms. [redacted] process a rate plan change from the rate plan above to a new Simple Choice rate plan, she would be assessed a $200.00 migration fee. T-Mobile records confirm that Ms. [redacted]’s billing statement dated September 7, 2015, included a past due balance of $113.18 from the billing statement dated August 7, 2015, the charges totaled $231.42 for the billing period from September 7, 2015, through October 6, 2015, which were comprised of the MRC referenced above of $100.00 plus applicable taxes and fees. Please note that payment was not remitted to T-Mobile for this balance owed on September 27, 2015. Ms. [redacted]’s billing statement dated October 7, 2015, included a past due balance of $118.24 from the billing statement dated September 7, 2015. On September 10, 2015, a payment in the amount of $113.18 was applied to the past due balance. Please note that including the past due balance above, the charges totaled $671.27 for the billing period from October 7, 2015, through November 6, 2015, which were comprised of the MRC referenced above of $100.00, two migration fees of $200.00 plus applicable taxes and fees. Please be advised that on November 5, 2015, Ms. [redacted] transferred her number to a new service provider and as a result cancelled the mobile number ending in 4622. As Ms. [redacted] did not complete the service agreement she was charged an early termination fee in the amount of $200.00 plus applicable taxes. Ms. [redacted]’s billing statement dated November 7, 2015, included a past due balance of $523.03 from the billing statement dated October 7, 2015. On October 8, 2015, a payment in the amount of $118.24 was applied to the past due balance. Please note that including the past due balance above, the charges totaled $863.00 for the billing period from November 7, 2015, through December 6, 2015, which were comprised of the MRC referenced above of $100.00, an ETF of $200.00 plus applicable taxes and fees. Please note that since the mobile ending in 4622 was cancelled, the $30.00 deposit Ms. [redacted] paid at the time of activation was released to the account balance. Furthermore, on November 10, 2015, Ms. [redacted] transferred her number to a new service provider and as a result cancelled the mobile number ending in 3067. As Ms. [redacted] did not complete the service agreement she was charged an ETF in the amount of $200.00 plus applicable taxes. Lastly, Ms. [redacted]’s billing statement dated December 7, 2015 included a past due balance of $813.00 from the billing statement dated November 7, 2015. T-Mobile records confirm that since the mobile ending in 3067 was cancelled, the $50.00 remaining deposit Ms. [redacted] paid at the time of activation was released to the account balance. Please note that including the past due balance above, the charges totaled $1,034.38 for the billing period from December 7, 2015 through January 6, 2016, which was comprised of the ETF of $200.00 plus applicable taxes and fees. Please note that no further payments were received. As T-Mobile did not receive payment for the balance above, on January 2, 2016, Ms. [redacted]’s account was referred to an outside collection in an attempt to collect the balance. It is important to note that Ms. [redacted] was assessed a collection fee in the amount of $258.60, bringing the total balance owed to $1,292.98. Ms. [redacted]’s account currently is with Amsher who can be contacted at 877-322-9724. In an effort to amicably resolve Ms. [redacted]’s concerns, upon payment in the amount of $434.38 directly to T-Mobile and not the outside collection agency, T-Mobile will issue a credit of $858.60, which totals the amount owed on Ms. [redacted]’s account. Please be advised that Ms. [redacted] was given a 60 period from January 30, 2016, through April 1, 2016, to remit payment to this office. Additionally, upon payment, T-Mobile will remove the account from collections and instruct that negative reporting be removed, which can take up to 90 days. 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. Ruben A[redacted] Executive Response

July 6, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 24, 2017 regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to her handset.  T-Mobile records reflect that on March 26, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 Edge handset.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. [redacted]‘s account this warranty has been extended as she subscribes to the optional JUMP! feature with Premium Device Protection for $12.00 per month.  During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.   On June 21, 2017, Ms. [redacted] contacted Customer Care to process a warranty exchange.  At that time, Ms. [redacted] advised that there was a crack on the screen.  T-Mobile advised Ms. [redacted] that she had the JUMP! feature with Premium Device Protection insurance feature and could file a claim.  Ms. [redacted] declined and was advised that the retail location would be able to inspect the phone to see if it qualified for a warranty exchange.   On June 23, 2017, Ms. [redacted] visited a retail location to complete the warranty exchange process.  At that time, Ms. [redacted] was advised her phone is out of warranty due to the physical damage on the device and that she could complete and insurance claim.   T-Mobile has advised Ms. [redacted] the handset in question is covered by insurance from Assurant Solutions, Inc. (“Assurant”).  As such, it must be replaced through Assurant, who may be contacted directly at 1-866-866-6285 or online at www.myphpinfo.com.  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.   Lauren L[redacted] Executive Response

August 5, 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 July 28, 2015, from [redacted] regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile records confirm that Mr. [redacted] is using a non-T-Mobile branded [redacted] XPeria Z3 device. It should be noted that while an unlocked [redacted] XPeria Z3 from another carrier should work on T-Mobile’s network, we are unable to guarantee the full functionality of the device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked [redacted] XPeria Z3 have worked on our network; however, certain advanced features may work sporadically or not at all. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile will attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices are limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. Please note that T-Mobile provides insurance options such as the Premium Handset Protection (“PHP”). PHP is a program provided by [redacted] Insurance Services, Inc. This program offers extended warranty coverage beyond the manufacturer’s Limited Warranty, as well as insurance coverage for damage, loss or theft. Please note that [redacted] and T-Mobile are separate companies, each with separate policies. [redacted] requires that the customer pay a pre-determined deductible based on the device model in order to obtain replacement equipment. Additionally, [redacted] may send a reconditioned device as a replacement when an equipment claim is made. In review of Mr. [redacted] account, he does not have a PHP feature on his T-Mobile account. Nevertheless, as a courtesy, T-Mobile has agreed to send Mr. [redacted] a T-Mobile branded [redacted] XPeria Z3 device at the cost of $175.00, which is equivalent to the required insurance deductible for this device. Should Mr. [redacted] choose to take advantage of this offer, he may contact me at the number listed below within 30-days. 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. Sacny A[redacted] Executive Response

February 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 2, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his handset and billing. Our records confirm that Mr. [redacted] activated his service on December 2, 1996. Mr. [redacted] currently has two lines of service ending in [redacted] and [redacted], and is subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $100.00 per month for two lines of service. This rate plan includes unlimited domestic voice minutes, text messages, and high speed data. Mr. [redacted] is also subscribed to our JUMP!2 handset protection on each of his lines at $10.00 monthly per line. Mr. [redacted] rate plan also includes our Simple Global service. Simple Global is automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note that there is no need to for customers to add a separate feature or service to the account before they travel. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates. Additionally, calls placed from the U.S. to international numbers are separate from Simple Global. Our records indicate that on Mr. [redacted] billing statement dated December 10, 2015, he incurred charges totaling $54.77 for international calling. T-Mobile records confirm that on December 10, 205, Mr. [redacted] purchased an Apple iPhone 6 handset using our Equipment Installment Plan (“EIP”) offering. 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. Mr. [redacted] remitted a down payment of $99.99 and agreed to 24 monthly installments of $27.08. Included with Mr. [redacted] purchases was a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please note that the replacement device may be a refurbished, or like-new, device. Additionally, as Mr. [redacted] is subscribed to our JUMP!2 handset protection, this warranty is extended for the life of the handset. Please note that Apple iPhone handset batteries are non-removable, and as such, replacement of the entire device is required if battery failure is determined. Our records confirm that Mr. [redacted] participated in our Limited Warranty Exchange program on August 26, 2015. We regret that Mr. [redacted] was not satisfied with the replacement device received. Regrettably, once a non-working handset has been received and processed at our national return center, we are unable to return it to the customer. In an effort to resolve Mr. [redacted] concerns, on January 29, 2016, T-Mobile issued a credit to his account in the amount of $54.77 for the international charges incurred on his December 10, 2015, billing statement. Mr. [redacted] account remains active, with a credit balance of $54.77. Additionally, on February 3, 2016, T-Mobile ordered Mr. [redacted] a new Apple iPhone 6S, utilizing our EIP program. T-Mobile issued a credit towards the purchase in the amount of $374.99, for half of the device cost, and Mr. [redacted] agreed to 24 monthly installments of $15.63 for the remaining balance. Should Mr. [redacted] wish to cancel his service in the future, T-Mobile recommends that he do so at the end of his billing cycle, which runs from the 10th of one month to the 9th of the following month. If Mr. [redacted] were to cancel mid cycle, he may be billed for an entire cycle. Mr. [redacted] may request cancellation by contacting Customer Care at 800-937-8997. 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

Complaint: [redacted]I am rejecting this response because: although I appreciate the efforts of the reps I had to go through way to much unnecessary phone calls and misinformation to get my billing back on track. I had to call each month to get credit for free data promo and I would have qualified for $0 down had my billing cycle not changed without my permission due to the employee discount I was told I would receive for 15% off. I would've never enrolled had I know of the changes to the policy and the change it would make to my bill cycle at the end of my 12 consecutive monthly payments. Customer service is very misinformed, confusing,and lack proper information to forewarn of changes. It caused me to have to male more  than 1 payment in a month that I wasn't prepared for since I was told I didn't qualify for the program I was interested in signing up for in the 1st place.However when bill is due I get multiple calls harassing me for a payment that I wasn't expecting to make. when I call in to complain I get treated like I am trying to take advantage of the company with discounts that I don't deserve when all I want is a bill that matches what I signed up for every month.it would be best if I had to pay nothing for the down payment since I never knew starting a bill cycle for discount I never received happened without prior consent. And my $50 deposit reimbursed that was applied as a credit for down payment of phone Since I was supposed to get it after a year of service.
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. Sincerely, [redacted]

September 26, 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 September 23, 2015, regarding the above-referenced account. Please be advised that T-Mobile made several attempts to reach Mr. [redacted]; however our attempts have proven unsuccessful. T-Mobile will attempt to address Mr. [redacted]’s concerns with this letter. T-Mobile regrets any misinformation Mr. [redacted] was given regarding our Carrier Freedom program. T-Mobile’s Carrier Freedom program offers customers who switch to T-Mobile and trade-in a device, a device payment plan reimbursement for the full unpaid balance and up to $350.00, per line for early termination, based on the ETF on the final bill and/or their carrier's device payment plan. Working devices that pass three-point inspection qualify for a trade-in credit based on the market value for the device. When the submission is completed, a Visa Prepaid Card will be mailed to the customer in amount of their remaining device payment plan balance minus trade-in credit received. T-Mobile records confirm that Mr. [redacted] received a $371.00 trade-in credit for each of the Apple iPhone 6 Plus 64GB handsets traded-in on July 4, 2015. Unfortunately, Mr. [redacted]’s Carrier Freedom submission was completed for early termination fee reimbursements and not device payment plan reimbursements; therefore his claims were denied. In an effort to amicably resolve this matter, on September 25, 2015, T-Mobile approved Mr. [redacted]’s device payment plan reimbursements and he can expect a Visa Prepaid Card totaling $602.06 within two to three weeks from the date of this letter. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[redacted] Executive Response

March 14, 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 March 8, 2016 regarding the above-referenced account.  [redacted] and [redacted] is the same person. T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency.
As indicated in Ms. [redacted] letter to your office and per T-Mobile’s conversation with Ms. [redacted] on March 1, 2016 T-Mobile confirms that Ms. [redacted] account remains cancelled with a zero balance.  In addition, the refund card has been cancelled. T-Mobile will provide a copy of this response by mail to Ms. [redacted]'s billing address as confirmation that her account remains cancelled with a zero balance.  In addition, this letter confirms Ms. [redacted] no longer has any financial obligation regarding the above referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Luv V[redacted]
Executive Response
cc:            [redacted]
                 [redacted]
                 Godfrey, IL 62035-1531

February 7, 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 a letter dated January 25, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her T-Mobile purchase. T-Mobile records confirm that on November 25, 2016, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Gold handset with 32GB of memory. Ms. [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $28.75. Records confirm that from November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data feature, trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy S7 Edge, or LG V20 for free, via monthly bill credits. T-Mobile records indicate that while Ms. [redacted] traded-in her Samsung Galaxy S5 handset, the account was subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan 2 lines for $140.00, plus taxes, for the first two voice lines of service, rate plan, which did not qualify for the offer. Nevertheless, in an effort to amicably resolve the matter, on January 30, 2017, T-Mobile applied a credit of $589.99 to Ms. [redacted]’ open EIP balance on the Samsung Galaxy S7 handset, reducing the balance owed to $100.00. Ms. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

Revdex.com:
I will look at a credit report in July of 2016 and see if it has in fact been removed. If it has not, I will be in touch again. The person that was assigned my case was in fact, very helpful, and made this as painless as possible. With all that being said... 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]

Tell us why here...
May 19, 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: United Nations Motors Inc.
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 5, 2017, regarding the above-referenced account. T-Mobile records show that the account holder of record is [redacted] and they have named [redacted] as an authorized user of the account. Please be advised that [redacted] and [redacted] are one in the same person.
T-Mobile regrets to hear of any concerns that Mr. [redacted] experienced regarding his T-Mobile account. T-Mobile records confirm that Mr. [redacted]’s account is a business account, and as such, it is not subject to late fees. Upon review of the billed charges for the previous six months, no late fees have been assessed although payments remitted were to the account balance were after the due date.
Pursuant to T-Mobile’s terms and conditions, any account type that is suspended for non-payment is subject to a restore fee each time the account is restored for this suspension reason. This fee is associated to each mobile number being restored, which in Mr. [redacted]’s case, pertains to five mobile numbers.
Although it is T-Mobile’s official position that the restore fees are valid, in an effort to amicably resolve the matter, and upon speaking with Mr. [redacted] on May 18, 2017, T-Mobile applied a one-time courtesy bill credit in the amount of $350.00, leaving Mr. [redacted] with a credit balance of $28.36 which will reduce his next billing statement. Pursuant to our conversation, Mr. [redacted] confirmed this matter is resolved, and that he has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
[redacted] Executive Response

September 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 August 27, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted] via email and on her T-Mobile mobile number, which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.    T-Mobile regrets any multiple concerns Ms. [redacted] is experiencing while she is a T-Mobile customer.  Please be assured that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered with her recent contact with our Customer Care.  T-Mobile appreciates the feedback Ms. [redacted] provided as it allows us to take the necessary steps to improve future customer experiences.    In regards to Ms. [redacted]’s coverage, our goal is to provide our customers with the best experience possible.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors that may interfere with actual service, quality, and availability.   Our records indicate that T-Mobile has attempted to troubleshoot with Ms. [redacted] several times when she has contacted us with concerns regarding her coverage, however; Ms. [redacted] has declined to perform any troubleshooting with our Customer Care team.  It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.   In attempting to resolve Ms. [redacted]’s concerns, we began by verifying her address as compared to our coverage map.  We were able to confirm that her Jacksonville, FL address is in 4G LTE coverage area.  Most recently on August 10, 2017, we found that T-Mobile filed a Trouble Ticket number [redacted] in Ms. [redacted]’s area for connectivity issues and our T-Mobile Engineering team found issues with the hardware.  Our  Engineering team worked diligently on this issue and it was resolved on August 18, 2017, where we confirmed connectivity was re-established.  In addition, our records indicate that T-Mobile has scheduled modernization for several tower site locations for our L1900, which is our 4G LTE service.  Unfortunately this may result in continued coverage issues until the modernization efforts are completed.  Customers may view tower inquiry information and request status updates on our ever expanding network coverage on www.t-mobile.com/coverage.     While we do regret any issues, we have carefully reviewed Ms. [redacted]’s account and we found that her mobile number ending in [redacted] is subscribed to our unlimited 4G LTE data included in her T-Mobile ONE rate plan for $75.00 per month and receives an Autopay discount of $5.00.  Also, Ms. [redacted] is subscribed to our T-Mobile ONE Plus feature at no additional charge providing her with 10 gigabytes (GB) of 4G LTE Smartphone Mobile Hotspot.  As of September 5, 2017, Ms. [redacted] has used a total of 21.4 GB of data and 2 GB of Smartphone Mobile Hotspot data.   Ms. [redacted]’s mobile internet mobile number ending in 0624 is subscribed to our T-Mobile ONE Tablet rate plan for $75.00 per month and receives an Autopay discount of $5.00 along with a discount of $50.00 for having an active voice line on the account. This rate plan provides Ms. [redacted] with unlimited 4G LTE device data and unlimited 3G Smartphone Mobile Hotspot.  Ms. [redacted] is also subscribed to our One Plus Promo feature at no additional charge, which provides her with 10GB of 4G LTE Smartphone Mobile Hotspot.  As of September 5, 2017, Ms. [redacted] mobile internet mobile number ending in 0624 has used 24.4 GB of her unlimited 4G LTE data.  Ms. [redacted] also has used 13.97 GB of 4G LTE Smartphone Mobile Hotspot.  It is important to note that once the 10 GB threshold is reached on her 10GB of 4G LTE Smartphone Mobile Hotspot threshold, services continue at a reduced rate until the start of the next billing cycle. Ms. [redacted]’s speeds for her Smartphone Mobile Hotspot have been reduced.    As of May 15, 2015, Ms. [redacted] has been enrolled into Autopay, where she pays her T-Mobile account automatically every month from her selected financial institution.  It is important to note that Ms. [redacted]’s Autopay will automatically deduct the payment approximately two days before the bill due date and applies them to the account as a payment.  Our records confirm that Ms. [redacted]’s billing cycle runs from the 3rd to the 2nd of every month with her billing due date on the 23rd.    On July 24, 2017, Ms. [redacted] requested a bill cycle change and it was changed to close on the 7th of every month and the new billing cycle will run from the 8th to the 7th with her bill due date on 28th, which means the payment would be deducted by 26th.   It is T-Mobile’s understanding that Ms. [redacted] would like to change her cycle to pay on the 2nd of every month and she would need her due date to be on the 4th of every month.    Our records further indicate that on August 23, 2017 a payment in the amount of $22.50 was paid to Ms. [redacted]’s account for her monthly services.  On August 26, 2017, a payment in the amount of $37.50 was paid to Ms. [redacted]’s account for her monthly services.  As mentioned above, Ms. [redacted] requested a billing cycle change.  The change in bill cycle resulted in a pro-rated bill for the portion of the old cycle and then almost immediately, a new bill for the next full month of service on the new billing cycle.  We do regret any misunderstanding about the billing cycles and charges for each.   Lastly, our T-Mobile Executive office was able to log into Ms. [redacted]’s MyT-Mobile.com.  We would like the opportunity to help Ms. [redacted] with her online service by troubleshooting or she may contact our Technical care by dialing 611 from her handset.  Ms. [redacted] may also contact me or our Customer Care team in regards to the changing of her bill cycle.  In regards to Ms. [redacted]’s calls to Customer Care, all calls are routed to the nearest representative.  Ms. [redacted] may also visit her nearest T-Mobile store.   In an effort to amicably resolve this matter, on August 9, 2017, T-Mobile applied a courtesy credit of $30.00 to her account.  On August 9, 2017, T-Mobile offered Ms. [redacted] the new T-Mobile ONE 55 Plus rate plan which is for our senior citizens to help her save money and she declined.  Ms. [redacted] may contact me at the number provided below to further troubleshoot if she is still having coverage concerns or any technical issues.  T-Mobile will need at least three examples of dropped calls or examples of not being able to make calls so that we can provide this information to our Engineering team for review.  In addition, Ms. [redacted] may provide me with a copy of her financial institution statement for any disputed late fees and or check return fees due to AutoPay with T-Mobile to my attention at [redacted]@T-Mobile.com by September 25, 2017 for further review.  As of September 5, 2017, Ms. [redacted]’s account remains active with a zero balance.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

February 27, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 12, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] may have with the recent equipment purchase on her account.  Please note that T-Mobile takes account security seriously.  T-Mobile records reflect that the equipment order was completed from Ms. [redacted] MyT-Mobile.com account.  T-Mobile records indicate that on January 30, 2018, Ms. [redacted] account qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Studio Beats headset.  A down payment was not required for this order; however, the EIP required that $14.59 be added to Ms. [redacted]’ account for the following 24-monthly billing statements. It should be noted that at the time of the EIP order, $28.96 was charged for the applicable sales tax.  Our records reflect that this amount was charged to a credit card rather than Ms. [redacted]’ T-Mobile account. T-Mobile has completed its investigation of this matter and has been unable to substantiate that Ms. [redacted]’ authorized the above order.  As such, on February 15, 2018, T-Mobile absolved Ms. [redacted] of the remaining EIP balance.  Additionally, T-Mobile applied $14.59 in credit to Ms. [redacted]’ account in an effort to reimburse her for the EIP installment billed to her account.  In an effort to assist Ms. [redacted] with the security of her account T-Mobile offered to block access to ensure Ms. [redacted] is protected.  Please be advised that Ms. [redacted] declined to restrict access to her My.T-Mobile.com account.  T-Mobile encourages Ms. [redacted] to participate in a password reset via My.T-Mobile.com and establish a new password.  T-Mobile regrets any inconvenience this may have caused Ms. [redacted].Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Lauren L[redacted]Executive Response

March 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 20, 2016, regarding the above-referenced account. T-Mobile records indicate that Mr. [redacted] activate a FlexPay account on service on September 14, 2010, and agreed to a two-year contract. Mr. [redacted] received two discounted handsets in exchange for a 24-month agreement, which stipulates an early termination fee of up to $200.00 per line of service. In review of the above-referenced account, T-Mobile records do not indicate Mr. [redacted] called our Customer Care on multiple occasions to dispute his usage charges. T-Mobile records indicate that Mr. [redacted] did have another account number [redacted] which was canceled on August 31, 2009. In review of the account ending in [redacted] there are supporting memos of Mr. [redacted] contacting Customer Care about his minutes. Please be advised the account concerns where addressed and the account ending in [redacted] was closed with a zero balance. The above-referenced account was canceled on June 1, 2011, due to non-payment. This unfortunately led to Ms. Mr. [redacted] account being assessed two $200.00 early termination fees plus applicable taxes. As this account was a FlexPay account the account remained active up to the date his service was paid at which time the account was suspended and Mr. [redacted] account was not assessed any additional service charges. On September 1, 2011, the account was forwarded to collection as payment was not received on the account at which time a collection fees was assessed in the amount of $103.33. This brought the balance owed to $500.39. On February 25, 2016, Mr. [redacted] was contacted by T-Mobile and advised of the findings to his dispute. It is T-Mobile’s position that debt is valid and owed. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile offered to remove any negative reporting of the account in exchange for payment in full. Mr. [redacted] declined the offer and was advised the offer would be valid for 30 days. On February 26, 2016, Mr. [redacted] contacted T-Mobile to accept the previous offer. Mr. [redacted] made a payment in the amount of $500.39 to bring his account to a zero balance. As such, 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 regarding this debt. Please note that it may take up to 90 days for Mr. [redacted] credit report to reflect the change. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

July 28, 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 July 15, 2017, regarding the above-referenced account. Please be advised, T-Mobile contacted the number on the correspondence with our contact information and Mr. [redacted] responded who is the one T-Mobile worked with on this matter.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the Carrier Freedom reimbursement program. As can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement which are available at https://www.switch2t-mobile.com; one of those requirements being that customers must submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. Please be advised that some of these requirements were met and others were not.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
T-Mobile records indicate on October 15, 2015, Mr. [redacted] activated his T-Mobile account with five lines of service. T-Mobile records confirm Mr. [redacted] received trade in credits in the amount of $523.56. T-Mobile does not have record that we received Mr. [redacted]’s final monthly billing statement within 30 days of activation to process the second part of the reimbursement.
On July 14, 2017, our Customer Relations department received a correspondence from Mr. [redacted] regarding this matter however; the correspondence did not include the final monthly billing statement from the previous provider.
On July 24, 2017, T-Mobile spoke with Mr. [redacted] and requested his final monthly billing statement for further review. Once received, T-Mobile will determine the remaining amount owed to his previous carrier for early termination fees or equipment charges and send a prepaid refund card to Mr. [redacted]. To date, T-Mobile has not received the final monthly billing statement from Mr. [redacted]. T-Mobile requests Mr. [redacted] contact me at the number below within 14 days from the date of this letter to discuss this matter further. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted] Executive Response