T-Mobile Usa Inc

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 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

Complaint: [redacted]
I am rejecting this response because:This promised resolution from T-Mobile has not happened yet as of this response.  While I am satisfied with the plan to resolve my complaint I will not accept the response from T-Mobile until the promised actions have taken place to resolve this issue.  I have been made numerous promises along the way by many people through this very terrible and horrible ordeal.  Right now I have no little to no confidence in the proposed solution UNTIL it actually takes place.Also there was another part of the resolution that was promised to me which was left out of the response from T-Mobil.  The payment plan on the LG Aristo Phone and corresponding phone case are to be zeroed out due to the grave miscommunication error during the original transaction in the store.  That additional part of the proposed solution was promised to me by the Office of the President.Once ALL aspects of the proposed solution take place then I will be happy to accept this response.
Sincerely,
[redacted]

January 13, 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 5, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted]’ may have experienced regarding the billing of his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our sales office. T-Mobile records confirm that on June 9, 2015, Mr. [redacted]’ activated his T-Mobile account with his three mobile numbers ending in 3371, 3408, and 7007. Mr. [redacted]’ was subscribed to our now grandfathered Simple Choice Family Unlimited Talk, Text, and 4G Data 2 lines plan for $100.00 per month. Mr. [redacted]’ third additional line is $40.00 per month and receives the same features. T-Mobile records confirm that as of June 9, 2015, Mr. [redacted]’ account is participating in our Advantage Program. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. Mr. [redacted]’ account is not eligible for a monthly discount based on the terms of his promotional rate plan. On November 2, 2015, T-Mobile applied a courtesy credit of $60.00 due to his monthly discount not being applied. On November 22, 2015, T-Mobile applied a courtesy credit of $24.89 to his account due to his monthly discount again not being applied. In an effort to amicably resolve this matter, on January 12, 2016, T-Mobile applied a courtesy credit of $75.00 to his account for any misinformation. T-Mobile is pleased that Mr. [redacted] has decided to keep his T-Mobile account. As of January 12, 2016, Mr. [redacted]’ account reflects a credit balance of $75.00. Mr. [redacted] accepted the credit as a resolution. 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

June 3, 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 28, 2016 regarding the above-referenced account. T-Mobile takes customer privacy and security very seriously and we regret any concerns Mr. [redacted] has had with his account. As Mr. [redacted] has already heard, [redacted], a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly 15 million T-Mobile customers. This breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, 2013 and September 16, 2015. Please know that T-Mobile is fully cooperating with [redacted] in this investigation and will continue to do so as long as necessary. The records that were compromised include information such as names, addresses and birthdates. There were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromised. T-Mobile further regrets the unauthorized insurance claim processed in connection with Mr. [redacted]’s T-Mobile account. It is important to note that the Premium Handset Protection (“PHP”) insurance, which is managed by T-Mobile, is offered and administered through Assurant. Please note that Assurant and T-Mobile are separate companies, each with separate policies. T-Mobile records confirm that on February 24, 2016 an insurance claim was filed with Assurant for the line ending in [redacted]. On April 23, 2016 a $449.84 Salvage Non-Return fee was charged to Mr. [redacted]’s account as the Assurant had not received the defective device within thirty days from the Claim Ship Date. T-Mobile records further indicate that Mr. [redacted] contacted T-Mobile on April 26, 2016 regarding the Salvage Non-Return fee and was referred to contact Assurant regarding the $449.84 fee. At which time Assurant was in review of the fraudulent claim. In an effort to amicably resolve this matter T-Mobile has removed the $449.84 Salvage Non-Return fee until Assurant has completed their investigation. Please note that Mr. [redacted] would need to contact Assurant directly regarding any details of Assurant investigation at 1-866-866-6285. As the date of this letter Mr. [redacted]’s account reflects balance of $124.96 with a due date of June 15, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Amor M[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

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. Although their response was not the true or accurr account as to what happened, I will accept their resolution to resolve this matter. Sincerely, [redacted]

July 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] in regards to the non-return fee assessed toward the account. T-Mobile records confirm that on February 10, 2017, Mr. [redacted] filed a warranty exchange for his LG G5 handset. On February 11, 2017, Mr. [redacted] was shipped an LG G5 handset replacement. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records indicate that Mr. [redacted]’s non-working handset was not received, as such; Mr. [redacted]’s account was charged $569.55 for the non-return fee and applicable taxes. It is T-Mobile’s position that the charge is valid and owed.
Nevertheless, as a one-time courtesy and in an effort to amicably resolve the matter, on April 13, 2017, T-Mobile applied a credit of $569.55 to Mr. [redacted]’s account for the non-return fee and $45.56 in applicable taxes. On April 28, 2017, a payment was remitted for the remaining balance of $222.67 updating the account balance to zero. Upon speaking with Mr. [redacted] on June 26, 2017, he has confirmed that this issue has been resolved to his satisfaction and considers this matter resolved. 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.
Alyssa K[redacted] Executive Response

September 12, 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 30, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.   T-Mobile has confirmed on July 28, 2017, Mr. [redacted] elected to change his mobile number on July 28, 2017 to the mobile number ending in [redacted].  It should be noted, however, that there are a limited quantity of phone numbers available, and it is therefore a possibility a customer will be assigned a mobile number that was used by a previous customer.  Please be advised  that prior to reassigning a previously used mobile number to a new subscriber, T-Mobile holds or “ages” the number for a minimum 60 days.    Please be advised that T-Mobile has requested all collection activity to be stopped with all collection services in association with the number ending in [redacted].  Mr. [redacted] is aware that this request can take up to 10 days to take effect and for all collections that may be in association with T-Mobile to stop completely. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in receiving unwanted calls.   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 877-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Melyssa G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I was not aware of the fact that phone should be I  good physical condition, I went to TMobile store today as I was directed, there was a tiny crack I  the right hand corner of the screen and a person at T Mobile store refused to process the exchange. What are my options now?
Sincerely,
[redacted]

Complaint: [redacted]I was only credited 60 for my initial deposit when the attached paper work shows proof I paid $136.18 sorry for the delay but I was not aware of the final balance until the credits posted. I am still owed a 76.18 credit to my T-Mobile account. Also I mailed back the device we are talking about today per tracking usps [redacted]. Here is proof. Once my account is credited the remainder 76.18 for the device and the $270 for my [redacted] bill that [redacted] agreed to take care of then this matter will be closed. Sincerely,[redacted]

June 6, 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 30, 2016, regarding the above-referenced account. We regret the concerns that Mr. [redacted] recently experience when moving his lines of service to T-Mobile from another service provider. Our records indicate that on April 13, 2016, Mr. [redacted] activated his T-Mobile account with one line of service, the mobile number ending in [redacted]. However, on April 30, 2016, Mr. [redacted] added an additional eleven line of service to his account, bringing the account to a total of twelve line of service, ten voice line and two mobile internet lines. At that time, Mr. [redacted] advised T-Mobile that he did not intend to open his account on April 13, 2016, and had meant only to inquire about the service that day. We regret any confusion about the date of activation of the account. Please note that Mr. [redacted] did not begin utilizing his service on all lines until May 29, 2016. As such, per Mr. [redacted]’s agreement with our Customer Loyalty department, Mr. [redacted]’s account was credited in full, for all services through June 14, 2016, and the account was brought to a zero balance. Please note that this resulted in about two weeks of service being provided to Mr. [redacted] at no cost, due to his inconvenience in this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: my issue has been resolved.Sincerely,[redacted]

March 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 March 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding payment arrangements. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care department.
T-Mobile offers payment arrangements as a courtesy to Ms. [redacted] which may vary as they are primarily based on individual account history. In some cases, T-Mobile may require a future dated payment in order to establish a payment arrangement. It is important to note that T-Mobile will send text message notifications when a payment arrangement is established, when the upcoming payment is going to process, when the payment has been submitted, and if the payment is returned as unpaid. Based on the outline below, Ms. [redacted] received the notifications accordingly and we regret any inconvenience on this matter.
On February 24, 2017, a payment arrangement was created on www.t-mobile.com for two installments; $91.79 due March 3, 2017, and $91.79 due March 10, 2017. On March 4, 2017, Ms. [redacted] contacted T-Mobile to advise she cannot make the first portion of the payment arrangement, but will make a payment with cash in a retail location. That same day, a payment in the amount of $40.00 was paid in a retail location. As the first installment of the payment arrangement had processed on March 3, 2017, T-Mobile was unable to stop the arrangement prior to speaking with Ms. [redacted]. On March 5, 2017, the first installment of $91.79 was returned as unpaid and therefore Ms. [redacted]’s account was partially suspended.
On March 6, 2017, T-Mobile received a payment in the amount of $50.00 and Ms. [redacted]’s service was restored. When an account is restored from suspension, T-Mobile will charge a $20.00 restore from suspend fee for each line of service. As such, when Ms. [redacted]’s service was restored, her account was assessed a $20.00 restore from suspension fee for each line of service. That same day, T-Mobile assisted Ms. [redacted] with creating a payment arrangement for two installments; $50.00 due March 8, 2017, and $128.58 due March 15, 2017. On March 7, 2017, T-Mobile notified Ms. [redacted] of her upcoming $50.00 payment via text message. Then, on March 8, 2017, T-Mobile processed the $50.00 installment as agreed and on the same day, Ms. [redacted] contacted T-Mobile requesting this amount be refunded and stated this payment was taken out accidentally.
Please note that T-Mobile does not have any record Ms. [redacted] contacted our Customer Care department to request this installment be stopped prior to the payment processing. Furthermore, on March 15, 2017, the second installment for the above payment arrangement, in the amount of $128.58, was returned as unpaid. Further review confirms that on March 16, 2017, Ms. [redacted] contacted T-Mobile and made a payment with our Customer Care department in the amount of $128.58. Due to an inadvertent error, the account was suspended after the payment was received. T-Mobile regrets any inconvenience to Ms. [redacted].
Upon speaking with Ms. [redacted] March 28, 2017, we confirmed her line ending in 0574 is set as the primary line and should be the only line receiving payment notification text messages. We asked that Ms. [redacted] provide examples of the notifications received on her mother’s device and we will work with our technicians to resolve this matter. Ms. [redacted] indicated she will contact me via email or at the number below when she has further examples.
In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $95.64 for the restore from suspend fees that billed due to the last outlined suspension. This adjustment impacted the account balance in the amount of $390.04 and leaves a remaining balance in the amount of $294.40 for monthly access charges and fees and taxes for the billing period from January 23, 2017 through March 22, 2017. 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.
[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]

Tell us why here...
August 30, 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 August 22, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with respect to her Carrier Freedom reimbursement. In order to qualify for the Carrier Freedom reimbursement, Ms. [redacted] was to port her numbers in from another carrier, trade-in the handsets she was using with her previous carrier, and then submit her final bill from her previous carrier online at www.Switch2T-Mobile.com. The final bill was to include the final early termination fees (“ETFs”) charged by her previous carrier. Please note that T-Mobile records confirm that Ms. [redacted] only traded in one handset out of the three mobile phone lines and in addition, the billing statement she submitted did not clearly show the ETFs charged and as such she was not eligible for the promotion.
On August 29, 2017, in an effort to amicably resolve this matter, T-Mobile issued a billing credit in the amount of $636.45 updating Ms. [redacted]’ account to a credit balance of $344.48. Ms. [redacted] was satisfied with this offer 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.
Cesar R[redacted]
Executive 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]

September 15, 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 September 11, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Mr. [redacted] as an authorized user of the account. We are pleased to report that T-Mobile has resolved this matter to Mr. [redacted]’s satisfaction. We are sorry to hear that Mr. [redacted] had concerns with exchanging his non-working handset. On September 6, 2016, Mr. [redacted] contacted our Customer Service department to file a handset exchange for his non-working Galaxy Note 3 handset. At that time, Mr. [redacted] was ordered a replacement Galaxy Note 3 handset. Please note that as this device was on back order, it was shipped on September 10, 2016, and delivered on September 12, 2016. On September 9, 2016, Mr. [redacted] contacted our Customer Care and as the previous exchange had not shipped we offered to ship him a Samsung Galaxy S6 Edge Plus handset to replace his non-working Galaxy Note 3 handset. However, due to an inadvertent error, the Galaxy S6 Edge Plus handset was shipped to the wrong address. As a result, the order was canceled. Nevertheless, on September 14, 2016, T-Mobile contacted Mr. [redacted] and offered to ship him a Galaxy S6 Edge Plus handset to replace his non-working Galaxy Note 3 handset at which time he accepted as full resolution to his concerns. Mr. [redacted] may return the Galaxy Note 3 handset to my attention at the following address: Executive Response Attn: Taylor B[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] send the device via a traceable carrier, request a tracking number when shipping, and include his account information in the box to ensure proper credit is given to the correct account. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

February 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 February 14, 2017, regarding the above-referenced account. Please be advised that we have made [redacted]empts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on September 11, 2016, with three lines of service. At the time of Mr. [redacted]’s activation, he ported-in three of his lines of service from another provider. Due to an inadvertent error, this port-in process was not completed until September 16, 2016. On September 19, 2016, Mr. [redacted] added a fourth line of service to his account.
At the time of Mr. [redacted]’s September 11, 2016 activation, he used our Equipment Installment Plan (“EIP”) program to purchase two Apple iPhone 7 128 GB handsets and an iPhone 7 32 GB handset. Mr. [redacted] remitted a down payment in the amount of $99.99 for each of the Apple iPhone 7 128 GB handsets, but was not required to remit a down payment for the Apple iPhone 7 32 GB handset. Mr. [redacted] agreed to 24 monthly installments in the amount of $27.09 for each device. At the time of Mr. [redacted]’s handset purchase, T-Mobile offered a promotion where customers who traded-in a qualified handset and purchased a new qualified handset on an EIP would receive a one-time trade-in credit for the handsets, as well as a monthly credit towards a portion of the EIP for the new handset. Our records confirm that Mr. [redacted] was to trade-in two Apple iPhone 6 handsets and a Samsung Galaxy S7 handset. Our records confirm that both Apple iPhone 6 handsets were received, and a trade-in credit totaling $287.00 was issued as of November 23, 2016. The EIPs associated with each of these trade-ins also receive the monthly promotional credit. Regrettably, however, our records confirm that the Samsung Galaxy S7 handset was not received as a trade-in. As such, the one-time credit was not issued, and Mr. [redacted] is not receiving the monthly promotional credit.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, on February 28, 2017, T-Mobile closed the EIP for the handset that is not receiving the monthly promotional credit, an Apple iPhone 7 128 GB. As such, Mr. [redacted] will no longer be billed for the handset. Additionally, on February 28, 2017, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $162.54 for the billed handset installments. Mr. [redacted]’s account remains active, with a balance of $87.67. Payment for this balance is due March 6, 2017, and Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed. 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 m[redacted]er to our [redacted]ention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The response is incorrect. I, the TMobile associate at the store of purchase and a rep from TMobile over the phone spent an hour ending the account completely in Feb 2016. At that time the line ending in [redacted] was not transfered. The account was closed. I paid the balance in full for amount owed on the acct & amount owed on the phone. No one transferred any number at that time. I made it perfectly clear that account was to be closed completely. They assured me it was closed. Just like they assured me in May of 2016. Again, I spent 2 hrs on the phone trying to get it straightened out & make sure it showed ACCOUNT CLOSED. When they stated they have sent multiple notices they did not include the multiple hrs I spent on the phone trying to show them the proof I had I closed that acct along with the sales clerk who also stated they closed the acct. I don't want them to close the acct to keep me happy. I want it to reflect they have drug me through the ringer since Feb of this year.
I accepct they finally did the right thing. I do not accept they won't own up to their mistake.
[redacted]
 
Sincerely, [redacted]