T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. T-mobile was very understanding and worked outside the box to resolve this matter. All other carriers should take a page from t-mobile. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I told them the phone was broken and she said they would still accept it back with no charges. She never said anything about returning the charger so it wasn't included. Once they receive the phone I would like a final bill with a zero balance before I consider this resolved.Sincerely,[redacted]

April 13, 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 29, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and we have verified [redacted] is the same person. T-Mobile records indicate that Ms. [redacted] activated the account on November 2, 2015, and was added to [redacted] corporate node on November 5, 2015. Please be advised T-Mobile does not offer a monthly discount for [redacted], they are only eligible for our Advantage Program. The T-Mobile Advantage Program allows individual customers to receive benefits based on their affiliation with their employer or university by adding their accounts to a corporate node. The current Advantage Program offers customers a $25.00 Rewards Card every time they purchase a new device or tablet. On January 26, 2016, T-Mobile notified Ms. [redacted] that her submission for the Advantage Rewards $25.00 Card Offer was approved, and additionally our records confirm that over the span of February 29, 2016, through March 28, 2016, Ms. [redacted] was given a total of $40.00 in courtesy credits in regards to her concern, and she was further advised that she only qualifies for our Advantage Program and would not be eligible for the monthly discount. On April 8, 2016, T-Mobile spoke to Ms. [redacted] and set the expectation that she would not be eligible for a monthly discount but may take advantage of our Advantage program. In an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a final one-time courtesy credit of $112.12 bringing Ms. [redacted]’s account to a zero balance. Furthermore Ms. [redacted] agreed to remove her $30.00 unlimited data feature and it will be replaced with our 2 GB data feature at no additional cost to her current Simple Choice North America Unlimited Talk Text rate plan. Please be advised Ms. [redacted]’s rate plan change will take effect on April 20, 2016. Ms. [redacted] accepted the resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

May 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated May 19, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding the return of his signal booster. T-Mobile records confirm that Mr. [redacted] was sent a Signal Booster on June 3, 2015. As Mr. [redacted] mentions in his correspondence, Signal Boosters are T-Mobile owned devices. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. T-Mobile records confirm on May 3, 2016 a return kit was sent to Mr. [redacted] but he advised it was never received. On May 19, 2016, T-Mobile advised Mr. [redacted] that he may go to his local retail location to pick up the return label for the signal booster. Mr. [redacted] has confirmed that he has sent the equipment back to T-Mobile. As a gesture of goodwill, T-Mobile has issued a credit in the amount of $50.00 to Mr. [redacted]’s account. Please note that Mr. [redacted]’s account remains cancelled with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben AExecutive Response

To Whom It May Concern:
 
This is to confirm that at approximately 11:30 p.m. EDT on 3/16/16, someone from the office of the President and CEO of T-Mobile contacted me and resolved my complaint by crediting the tablets as requested.  The complaint has now been resolved to my...

satisfaction.
 
Regards,
 
[redacted]

December 11, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 6, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding Ms. [redacted]’s account billing. T-Mobile records confirm that Ms. [redacted] canceled her account on October 29, 2015, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 10th of one month to the 9th 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 November 9, 2015. T-Mobile records confirm that Ms. [redacted] received a billing statement totaling $75.67 for the billing period from October 10, 2015, through November 9, 2015, which included the monthly recurring charges, late fee, taxes and fees. T-Mobile records confirm that on October 22, 2015, Ms. [redacted]’s account was issued a credit of $5.29, for the late fee and taxes, which reflected as a credit balance on Ms. [redacted]’s account. On November 29, 2015, a refund of $5.29 was issued to Ms. [redacted] via a prepaid refund card to the address listed on her account. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $24.05 for the pro-rated charges incurred from October 29, 2015, through November 9, 2015. A prepaid refund card has been sent to Ms. [redacted] for the above mentioned amount; please allow up to ten business days for delivery. 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. Sacny A[redacted] Executive Response

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

January 30, 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 January 16, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Dr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Dr. [redacted]’s concern within this letter. T-Mobile regrets any concern to Dr. [redacted] in regards to our response dated January 12, 2017. Regrettably, the inappropriate make and model was listed for Dr. [redacted]’s October 10, 2016, purchase. T-Mobile wants to clarify that our records do reflect that Dr. [redacted] purchased an Apple iPhone 6 64GB Silver handset on T-Mobile’s EIP option in which she agreed to 24-monthly installments in the amount of $22.83. Please be advised that Dr. [redacted] may confirm this purchase via her myT-Mobile.com account and her monthly billing statement. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

February 26, 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 9, 2016, regarding the above-referenced account. T-Mobile regrets losing Mr. [redacted] as a customer and any concerns he experienced with his final billing statement. T-Mobile records indicate that on August 6, 2014, Mr. [redacted] activated four voice lines of service ending in [redacted], [redacted], [redacted] and [redacted]. On August 8, 2014, Mr. [redacted] activated the voice line of service ending in [redacted] and on July 10, 2015, he activated the sixth voice line of service ending in [redacted]. T-Mobile records indicate that Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on several occasions. The EIPs Mr. [redacted] has on his account are as follows: • On August 6, 2014, Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] with the purchase of a Samsung Galaxy S5 16GB handset and an LG Optimus L90 handset. • On August 8, 2014, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy S5 White handset with 16GB of memory. • On July 10, 2015, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy S6 Gold handset with 32GB of memory. • On July 12, 2015, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy Note 4 handset. • On August 3, 2015, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy S6 Gold handset with 32GB of memory. As Mr. [redacted] mentions in his correspondence, he canceled his account on January 11, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 7th of one month to the 6th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through February 6, 2016. Additionally, when the account was canceled, the remaining EIP balance of $1,832.28 was accelerated and posted to the final billing statement dated February 7, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. As a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile issued a refund to Mr. [redacted] in the amount of $279.13, in the form of a prepaid refund card. Mr. [redacted] may expect receipt of the card within seven to ten business days from the date of processing. Nevertheless, although it is outside the 14 days allotted to Mr. [redacted] to return his handsets following the purchase of the handsets, in an effort to amicably resolve the matter, T-Mobile will allow Mr. [redacted] to return his handsets and chargers directly to my attention, within 30 days of this letter, in good working condition to: [redacted] Upon receipt of Mr. [redacted]’s handsets, T-Mobile will apply a credit of $1,832.28 to his account, reducing the account to a zero balance. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

August 16, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 3, 2017, regarding the above-referenced file number.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding her service and handset issues. Please be advised that we have made several attempts to contact Ms. [redacted] to the number provided on the complaint, however our attempts have been unsuccessful.  It is important to note that T-Mobile was not provided with Ms. [redacted]’s T-Mobile account number and/or mobile phone number, and as such, we were unable to complete our investigation. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below if he wishes to discuss 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.   Andrew S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: This convenient wording that is being told to the Revdex.com was not what I was told. Also, it did not work. And I was told that it would take up to 10 business days. Three days later is not ten. And when I requested a phone number change, I REQUESTED A NUMBER THAT WOULD NOT BE WITH DEBIT COLLECTORS. So, T Mobile did not hold up their end. Regardless of the what the clueless store associate that messed up my phone numbers in the first place told me. Because I originally had 2 different phone numbers, and the associate changed them because she screwed up. So I could have had those number. Also, there is not a limited number of phone numbers in my area. So, I will not be satisfied until it is removed. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Ronnie isn't being truthful...and at the same time is making my very point. I was no longer a customer of Tmobile when I ported my numbers to [redacted] and Cricket in March of this year. Yet, they continued to bill me and blew my bill up and didn't give me credit for all my equipment payments. I have a legitimate letter here at my home which I will gladly scan into my computer and upload from this month (May) stating that they'd just suspended my service. He, also, stated that he wouldn't be contacting me in regards to this complaint, yet, I have emails and phone records as proof that he has done so. We agreed on a date and time to discuss this very complaint (that he said to you all they wouldn't be addressing with me as if my complaint were bogus and he and I both know my complaint is anything but bogus) on two occasions and Ronnie wouldn't contact me at those times. I told him when I would be able to use the phone, but he'd call when he got ready which was before these time and wouldn't call at the agreed upon time. I have tried to be civil in this. I agreed to speak with Ronnie (Executive Response Specialist with the Office of the President) thinking that I might be able to work this out and be treated fairly with a person that is that high up the chain. But, with this lying response, I see the corruption goes all the way to the top!! He DID reach out...at times when I wasn't available to speak on my cellphone and now he seems to be trying to tell Revdex.com what they need to do. Ronnie (Tmobile) wants this complaint shut down because IT IS legitimate and I have the proof. He's trying to shut it down and sweep it under the rug, but that isn't possible because all one has to do is look on the internet and see that there are so many people just like me who have suffered at the hands of this company. I'm sure he was tasked with the responsibility of fixing this situation, but I want his boss(es) to know that he failed AND that he did a horrible job trying. It was simple. Call and discuss at 5:30 central time! He agreed. Missed both. If his superiors are upset about that, please take that up with him. I am STILL available to discuss this, but WILL NOT do so with Ronnie.   Sincerely,
[redacted]

January 26, 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 17, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] regarding his handset and experience with T-Mobile. 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 sales office. T-Mobile records confirm that on January 12, 2016, Mr. [redacted] attempted to activate his account [redacted] with T-Mobile. Please note there are not any mobile numbers associated with this account nor has it been fully activated. In an effort to amicably resolve this matter, on January 25, 2016, T-Mobile is offering Mr. [redacted] the option to return his equipment with a proof of purchase to my attention in exchange for a full refund of the sales purchase price. The handsets can be mailed to me at the following address: [redacted] T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr. [redacted]. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than February 25, 2016, to take advantage of this offer. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.

T-Mobile regrets any concerns Ms. [redacted] has regarding her monthly recurring charges. As of August 29, 2016, Ms. [redacted] has been subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text, and 6 GB of Data rate plan at a monthly cost of $120.00 plus taxes and fees, for four lines of service. Ms. [redacted]’s taxes are estimated at an additional monthly cost of $9.62 and the regulatory fees are $3.18 per line of service for a total of $12.72 per month. Ms. [redacted]’s expected monthly recurring charge for services is $142.34.

Please understand that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the tax. Geographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districts. Tax laws require that mobile service be taxed based on the subscriber’s Primary Place of use (“PPU”) which may or may not be the same as the subscriber’s billing address.

Taxes are charged at both the individual line level and the account level. For example, individual line level charges are billed based on the PPU provided for that line of service. In a family or business account, that means that different lines used in different locations are taxed according to where each is used provided that each line has a an up to date PPU on file with T-Mobile. The account level charges are based on the billing address for the account. Some taxes and fees are flat rate charges that do not vary. However, some are based on a percentage of the charges associated with the account or line of service and as such, may vary depending on usage and/or other charges assessed. All taxes are collected and remitted as required by state, local and federal governments.

Based on Ms. [redacted]’s correspondence, we reviewed her account and have confirmed that the PPU for the account has been [redacted] since the account was created. Ms. [redacted]’s account was accurately assessed taxes based upon her PPU. Should Ms. [redacted] have further questions regarding the taxes on her account, she may contact our office at number listed below to discuss the specifics on this account. In addition, customers can change their PPU by contacting Customer Care or they may self-serve and make the change on-line at myt-mobile.com.

Upon full review of Ms. [redacted]’s account T-Mobile recommends that Ms. [redacted] keep her current grandfathered rate plan in order to stay at the lowest monthly pricing possible. If Ms. [redacted] has any concerns about her billing statement, Ms. [redacted] can reach out to Customer Care at 1-800-937-8997. 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.
Juan C[redacted] Executive Response

April 21, 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 Prepaid Mobile No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated April 7, 2016, 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 inconvenience that Mr. [redacted] may have experienced regarding his recent handset purchases. T-Mobile records confirm that on March 13, 2016, Mr. [redacted] contacted Customer Care and was advised to go into a T-Mobile store to receive a new System Identifying Module (“SIM”) card at no cost to him. T-Mobile records reflect that Mr. [redacted] activated a Coolpad Rogue handset on March 15, 2016, and that he also activated a Samsung Galaxy Core Prime handset on April 6, 2016. However, T-Mobile was unable to locate a sales receipt for these purchases. Please be advised that at the time of Mr. [redacted]’s purchase of new handsets for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange. Provided with the purchases mentioned above was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. It is important to note that Mr. [redacted] opted to purchase another handset instead of using the limited warranty. In an effort to amicably resolve this matter and although Mr. [redacted] is beyond the return period, if the Coolpad Rogue handset is returned to my attention in good working condition, free of any physical or liquid damage, and accompanied with the original sales receipt T-Mobile agrees to refund the full purchase price that Mr. [redacted] paid for the handset. The handset can be mailed to my attention at the following address: [redacted] As T-Mobile is not responsible for the return of Mr. [redacted]’s equipment, we recommend that he make use of a shipping service which will provide him with a tracking number when returning his equipment. We ask that Mr. [redacted] please include the devices, batteries, chargers, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned such as the charger a $20.00-$40.00 restocking fee will be deducted from the credit offered above. Mr. [redacted] must have the equipment postmarked for return no later than 30 days from the date of this letter. Should Mr. [redacted] fail to meet this date the offer shall be considered void and the charges will be considered valid. We regret 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 1-877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

March 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 March 22, 2017 regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets to hear that Ms. [redacted] has concerns regarding a handset replacement on her mobile number ending in [redacted]. Upon review, T-Mobile records do not reflect that this mobile number has subscribed to an insurance product since it was activated. As such, the third-party vendor, Assurant Solutions, Inc. (“Assurant”), that provides our insurance product will not replace the handset as no premium has been paid to date for the service. It is important to note that the insurance product can only be added within seven days of a qualifying event such as a handset upgrade. In addition, had the line been subscribed to the insurance product Ms. [redacted] would have paid a $50.00 deductible to Assurant Solutions, Inc.
However, in an effort to amicably resolve the matter, on March 27, 2017, T-Mobile has replaced Ms. [redacted]’ handset from our own inventory and Ms. [redacted] will pay only $50.00 for the handset which is equivalent to the deductible she would have paid to Assurant. Additionally, we have added the insurance product to the mobile number ending in [redacted] to avoid a similar situation in the future. We regret 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.
David T[redacted] Executive Response

December 12, 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 December 5, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted]’s which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret to hear the concerns Ms. [redacted] has regarding her T-Mobile billing. T-Mobile records indicate that on August 22, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 4 Black 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. In addition, on August 23, 2015, Ms. [redacted] qualified for and took advantage of the EIP offering for an Alcatel One Touch Pixi 7 Midnight Blue kit, Samsung Impact Shields, and two Samsung Galaxy Note 4 White and Black handset. T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another service provider on August 13, 2016. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on Ms. [redacted]’s account on November 30, 2016, when Ms. [redacted] contacted T-Mobile. On October 6, 2016, Ms. [redacted]’s mobile numbers ending in [redacted] were suspended due to non-payment. Please be advised the billing statement dated October 20, 2016, reflected an amount due of $692.16, which consisted of a past due balance of $442.08, monthly recurring charges (“MRC”), EIP, taxes and fees. On October 21, 2016, Ms. [redacted] remitted a payment in the amount of $442.08, leaving a remaining balance of $250.06. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled on November 30, 2016, the remaining EIP balance of $480.00 was accelerated and will post to the final billing statement dated December 20, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. In order to amicably resolve Ms. [redacted]’s concerns, T-Mobile applied a one-time adjustment for the monthly recurring charges in the amount of $516.77. In addition, a 90 day collection hold has been applied until March 10, 2017, to prevent collection activity while providing Ms. [redacted] additional time to remit payment for the remaining EIP balances. 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. Christopher P[redacted] Executive Response

To whom may concern,
 
I am glad to inform you that after 3 days after I made the complaint against T-Mobile on the Revdex.com website, I was contacted and they have resolved my issue.
Kindest regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Brandon's info is not correct in 3 areas  1) We did provide both teleophone number and account number in our complaint.  2) we have returned his calls and left messages 3) we were clear about what was promised by Tmobile reps that was never delievered (removal of the $170 in incorrect charges) and are awaiting Brandon's decision as to if he will return our (stolen) funds.  Please do NOT close this compliant.Sincerely,[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] 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 file number. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her most recent post-exchange warranty replacement. Unfortunately, Ms. [redacted] correspondence to your office did not include a T-Mobile account number, mobile number or social security number with which we could locate an account. As we have also been unable to reach Ms. [redacted], we respectfully request that she contact me at the number below at her convenience so that we can discuss her concerns in detail and work towards a resolution. We regret 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 [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response