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. Sincerely, [redacted]

May 24, 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 17, 2016, regarding the above-referenced account. T-Mobile regrets the concerns Mr. [redacted] has encountered with his billing. On October 10, 2015, our records indicate that Mr. [redacted] activated two lines of service, qualified for and took advantage of our JUMP! On Demand lease offering with two Apple iPhone 6s handsets. Mr. [redacted] agreed to a series of 18 monthly payments in the amount of $27.00 a month for each handset and the purchase option price of $163.99 for each handset if they are not returned to T-Mobile after the 18 month lease agreement. Mr. [redacted] opted for our $100.00 North America unlimited talk and text plan with 10 GB of data and $10.00 a month for Assurant Premium Handset Protection. Mr. [redacted]’s expected monthly charges including JUMP! On Demand payments each month is $174.00 plus applicable taxes. Our records show that from October 7, 2015, to December 30, 2015, customers who signed up for JUMP! On Demand with an iPhone 6s and traded in a qualifying device, were eligible to receive a monthly credit which reduced their monthly lease payment to no more than $5.00 to $15.00 after upgrading to an iPhone 6s. Our records indicate that Mr. [redacted] traded in an Apple iPhone 6 and an Apple iPhone 5c at the time of activation and was eligible for the above offer. Additionally, T-Mobile was able to confirm that Mr. [redacted] has received monthly credits on his T-Mobile account for the above promotion with the exception of $17.76. Due to an inadvertent error the monthly credits stopped being applied automatically as of March 1, 2016. T-Mobile has confirmed that Mr. [redacted] will receive the promotional credits going forward. T-Mobile regrets any inconvenience this has caused. On May 19, 2016, in order to amicably resolve this matter, T-Mobile spoke with Mr. [redacted] and offered a bill credit in the amount of $127.04 and a rate plan change to our Simple Choice North America plan which offered unlimited talk, text and six gigabytes of data per line. Mr. [redacted] agreed to this offer and was satisfied with the resolution. Mr. [redacted]’s newly revised balance with the due date of June 3, 2016, is $62.93 and includes monthly access charges, features taxes and fees and both Apple iPhone 6s lease agreements. Please note that Mr. [redacted]’s monthly recurring charges moving forward with both Apple iPhone 6s lease agreements is expected to be $135.00 plus taxes and applicable fees. 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

April 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

*** ***                         T-Mobile Account Holder: *** ***                         Your File No. ***                         T-Mobile Account No. ***   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 26, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is *** *** and she has designated *** *** as an authorized user of the account.  Please be advised that we have made several attempts to contact Ms. ***, which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms. ***.   T-Mobile regrets to hear that Ms. *** had any concerns regarding her T-Mobile bill. Regretfully, with the information available, T-Mobile is unable to discern the specifics of Ms. ***’s specific dispute with T-Mobile. However, our records reflect that Ms. *** has contacted our Customer Care team regarding the concerns of our 2016 Friends and Family 2 Lines On Us promotion.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. *** associated to the 2016 Friends and Family 2 Lines On Us promotion. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Ms. ***.  To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. *** is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.  So long as Ms. ***’s account keeps the lines active, she is eligible for the free promotion.    Our records reflect that on November 20, 2016, Ms. *** activated three voice lines and two mobile internet lines of service, therefore being eligible for two $25.00 bill credits to provide the lines of service for free. Unfortunately due to an inadvertent system error, Ms. *** was not appropriately applied the promotional bill credits.   Nevertheless on February 25, 2017, to correct the missing credits, T-Mobile issued Ms. *** $100.00 credit to cover the promotional bill credits for last two months and escalated concerns to our promotions team to ensure that her numbers were enrolled in the promotion to receive the adjustments automatically going forward.   Our records reflect that on March 1, 2017, one of her numbers were enrolled receiving a $25.00 monthly service charge and T-Mobile is actively working on ensuring that her second number is enrolled to fulfill the promotion going forward. In the meantime, a second adjustment of $25.00 was applied on March 30, 2017, to ensure that she received the appropriate credits towards on her March 20 2017, billing statement.   Again, we regret that Ms. *** has experienced anything but a Un-Carrier experience with our promotions and appreciate her patience while we continue to work to resolve 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. ***.     Very truly yours,   T-MOBILE USA, INC.   Christina S*** 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]
I did speak with Pancho at T- Mobile and was advised of the issuance of the debit card, when I receive it, I will consider the complaint satisfied. It's a shame those vendors cause the company such problems. The numbers supplied to me by them were of no help whatsoever. I do appreciate Pancho's attention to this matter. If I haven't received the debit card in 14 days, I will notify you. Thank you for your assistance in this matter.
[redacted].

March 30, 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] T-Mobile Account Holder of Record: [redacted] To Whom It...

May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 13, 2016, from Mr. [redacted] regarding the above-referenced account. Please note that T-Mobile records indicate that the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We are pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. Please note that T-Mobile has addressed Mr. [redacted]’s concerns in your file number [redacted] and presented him with an offer to resolve his concerns. Our records reflect that Mr. [redacted] participated in the Limited Warranty Exchange Program on September 18, 2014, January 3, 2015, January 20, 2016, and January 27, 2016. Please note that Mr. [redacted] is enrolled in premium handset protection, and because of this he has been provided an extended warranty period. In the Un-Carrier spirit, on March 30, 2016, T-Mobile contacted Mr. [redacted] and offered to provide him with a pre-owned HTC One M8 handset at no cost. Please note that Mr. [redacted] accepted this as a resolution to his concerns. Accordingly, T-Mobile ordered Mr. [redacted]’s device using order number [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. Jason 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.
Regards, 
[redacted]

November 30, 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 Name: [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 November 22, 2016, regarding the above-referenced account. Please note that Mr. [redacted] is listed on the account as an Authorized User and is able to discuss account details. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’ concerns to his satisfaction. T-Mobile understands the importance of ensuring our customers’ account balances are accurate and we recognize the seriousness of Mr. [redacted]’ concerns. Please understand that T-Mobile Customer Care representatives are not required to provide their full names for privacy reasons and these representatives do not have direct extensions as they take inbound calls made to our standard customer service number in the order they are received It is important to note that, in T-Mobile’s Terms and Conditions, customers are advised they are required to notify us of any disputed account activity and associated charges within 60 days of T-Mobile providing notice of the activity. If a customer does not report the dispute within that time frame, they waive their right to dispute all charges associated with the disputed account activity. Our records indicate that the mobile number ending in [redacted] was added to the above referenced account on April 6, 2016 which is 12 days after the account was activated thus the line appeared on the first billing statement issued on April 24, 2016. The account holder was required to notify T-Mobile no later than June 24, 2016 of the unauthorized account activity in order to have it resolved in a timely manner and avoid future disputes. T-Mobile was not notified within this timeframe and the line remained active on the account beyond this date. On July 24, 2016, a billing statement was issued that reflected international calling charges made by the mobile number ending in [redacted] that totaled $53.45 including tax and T-Mobile needed to be notified no later than August 24, 2016 if these charges were in dispute. The billing statement was paid in full on August 17, 2016 and these charges were not disputed. On August 24, 2016, a billing statement was issued that reflected international calling charges made by the [redacted] line totaling $8,590.27 including tax; T-Mobile was first notified these charges were in dispute on August 31, 2016 at which time the line was suspended from use. On the September 24, 2016 billing statement, international calling charges totaling $5,266.74 including tax were incurred for calls placed by the [redacted] line between August 24, 2016 and August 31, 2016, when the line was suspended. As of September 24, 2016, the account reflected a total balance owed of $14,168.15. The excessive international calling charges were easily avoidable had T-Mobile been informed of the disputed line within the 60 day timeframe provided by our Terms and Conditions. It is therefore T-Mobile’s position that [redacted] is financially responsible for all charges billed. Nevertheless, in order to provide a truly un-carrier experience, T-Mobile has agreed to make a onetime exception and apply a credit totaling $13,910.46 to offset the international calling charges reflected on the August 2016 and September 2016 billing statements. As of the date of this letter, the account reflects a credit balance of $435.74 which will be applied to future billing statements until fully depleted. Please note that T-Mobile does not report to any of the credit reporting agencies and, as the account is not listed under Mr. [redacted]’ name, his credit score will not be affected. Mr. [redacted] understands that T-Mobile must be immediately notified of any potential disputes otherwise [redacted] will remain financially responsible for any and all activity and charges associated with that dispute. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

August 1, 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 20, 2017, regarding the above-referenced account.  T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], we have resolved this matter to her satisfaction.   T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile 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 Ms. [redacted]’s recent contacts with our Customer Care.   T-Mobile records confirm that Ms. [redacted] activated two Mobile Internet (“MI”) lines on November 19, 2016, with two LG G Pad X tablets.  Please be advised that between November 18, 2016 and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Ms. [redacted].  To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE rate plan or a qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.  So long as Ms. [redacted]’s account keeps the voice lines active, her MI lines are eligible for the free promotion.  The line eligible for this promotion was the MI line ending in 2106.   In addition to the aforementioned promotion for one of the two MI lines, Ms. [redacted] participated in T-Mobile’s 4th Line Free offer.  From September 8, 2016 through December 6, 2016, the 4th line is free on our T-Mobile ONE rate plan.  With our T-Mobile ONE rate plan, customers get unlimited everything: talk, text, and 4G LTE data.  This offer applied to the MI line ending in [redacted].     Lastly, Ms. [redacted] participated in T-Mobile’s 2016 October LG G Pad On Us offer.  From November 18, 2016 through November 20, 2016, customers who sign up for a 6GB or higher MI plan including T-Mobile ONE can get a free LG G Pad X through monthly bill credits when purchasing on Equipment Installment Plan (“EIP”).  T-Mobile records indicate that on November 19, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG G Pad X tablets.  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.  Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00 per tablet, which appeared on the first bill following the purchase of the device.    T-Mobile records confirm that on April 10, 2017, Ms. [redacted] was changed to a promotional rate plan of two lines for $110.00, $100 with AutoPay.  AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  This rate plan change resulted in the two promotions for the free line offers to no longer be eligible for monthly credits.   On July 24, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns.  Ms. [redacted] had previously requested to cancel the tablet lines at the end of her billing cycle, August 16, 2017.  T-Mobile offered to return her back to her eligible plan to receive the lines for free, however Ms. [redacted] wanted to cancel the two MI lines and not be charged for the EIP balances reflecting as owed, in the amount of $159.99 for each of the two MI lines.  T-Mobile offered to cancel the two MI lines effective immediately, close the remaining balances on the tablets so that Ms. [redacted] is not billed for them, as well as to review the next billing statement to credit the prorated charges associated with the services being active from July 17, 2017 through July 24, 2017.  T-Mobile will be sharing the findings with Ms. [redacted] on August 16, 2017, to confirm the EIP balances being waived on the last date of her billing cycle, as well as on August 23, 2017, to share how much will be adjusted on her bill balance for the prorated charges on the MI lines.  Pursuant to our conversation, Ms. [redacted] considers the matter resolved, and has no further concerns. 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.   Adrianne F[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. 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]

August 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 20, 2017, regarding the above-referenced account.
T-Mobile regrets any final billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] started service on May 30, 2016, and was enrolled in our Simple Choice North America Unlimited Talk, Text and 2GB of Data rate plan which starts at $50.00 per month for one line of service. At the time of activation Mr. [redacted] purchased a Samsung Galaxy On5 device on Equipment Installment Plan (“EIP”). At the time of purchase a payment was required for the taxes of the full retail price of the equipment and the remaining balance was placed on 24-monthly installments.
T-Mobile records confirm that Mr. [redacted] cancelled his account on November 7, 2016, to port out to another provider. Following the cancellation Mr. [redacted]’s account, a final billing statement was produced in the amount of $127.45 for the services rendered from October 12, 2016, through November 7, 2016, which included accelerated EIP charges of $122.47 and prorated charges of $4.98, and was due on December 3, 2016, which went unpaid. Further review confirms that on December 15, 2016, Mr. [redacted] received $181.16 back out of the $231.16 payment previously made on November 1, 2016, and the funds were placed back to his credit card per his financial institution’s request. However, as the payment was for services rendered and it was T-Mobile’s position that the charges were valid and owed. As such, the charges of $181.16 were added to Mr. [redacted]’s past due balance of $127.45 to update the balance to $305.65 due on January 2, 2017, which went unpaid.
As Mr. [redacted]’s account remained outstanding after cancellation, on February 2, 2017, T-Mobile referred his account to third party collection agency for collection of the balance owed. Please note a collection fee was not assessed to Mr. [redacted]’s account. The account is currently assigned to Enhanced Recovery Centers (“ERC”) for collection of the balance owed. Further review confirms, on May 19, 2017, Mr. [redacted] remitted a payment of $100.00 directly to ERC. Later, on June 9, 2017, Mr. [redacted] remitted another payment of $100.00 to ERC and on June 19, 2017, an additional payment of $50.00 was remitted by Mr. [redacted] to ERC. Currently, Mr. [redacted]’s account remains assigned to ERC for collection of the remaining balance of $55.85.
As Mr. [redacted] advises in his letter to your office that he has had concerns regarding conversations with the third party collection agency, ERC, T-Mobile recommends Mr. [redacted] discuss those concerns directly with ERC. Please note that ERC and T-Mobile are separate companies, each with separate policies. Should Mr. [redacted] have concerns regarding ERC they can be reached by phone call at 1-800-501-1981 or by written correspondence at the following:
Enhanced Resource Centers
P.O. Box 551268
Jacksonville, FL 32255
Upon speaking with Mr. [redacted] he advised he was in receipt of an email from T-Mobile declaring his account contained a zero dollar balance. T-Mobile requested Mr. [redacted] forward his documentation for further review. After reviewing the supplied documentation, the email was sent to Mr. [redacted] on November 9, 2016. This email was sent to Mr. [redacted] prior to the December 15, 2016, charge back requested by his financial institution. As such it is T-Mobile’s position that the balance of $55.85 remains valid and owed.
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.
Jamen F[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: She called one day and the line got disconnected and I haven't head anything from this lady till now. As far as the watch I didn't get the watch but I did inquire about it in store and they didn't have any. The next time I inquired about it was when my account was over $700 and they told me I needed to make a payment. I'm still not understanding how I'm paying $70 per line and it was suppose to be a family plan with the military discount. This representative has my number and hasn't used it since. I want my money back on my card or the next step is my lawyer.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The goodwill credit? I was paying for a service that your employee suggested that apparently I could not even use.  That is false advertising.  I've been a customer since around 2003 and have paid timely.  I shouldn't be lied to or manipulated in services that were not rendered.  Again, I did not owe a bill being that the bill had not even come for the month of Nov.  I have put in a return call to Ally last week and have not heard back from anyone since.  I would greatly appreciate the Galaxy 5 as a replacement being that I am having to pay for service.  Though, when I initially called, they said there was none in stock to purchase.  If contact by phone is hard to communicate then you may email me.  I'm sure the company is busy and so am I but I would like to get this resolvedSincerely,[redacted]

February 17, 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 3, 2016, regarding the above-referenced account. The T-Mobile’s Refer-a-Friend program allows existing customers the opportunity to receive a $25.00 promotional gift card for referring friends and family to open a new account with T-Mobile. In addition, customers may also qualify for the unlimited data promotion when referring new customers. As a part of the program, the new customer also is eligible to receive a $25.00 promotional card. Please note that there are requirements that must be followed in order to receive the promotional card. Both parties must be signed up for the program and register through the Refer-a-Friend website. The referee must then complete 45 days of active service and following that, delivery of the promotional cards to each party may take up to three weeks and is dependent on eligibility. With respect to the unlimited data promotion that is a part of the Refer-a-Friend offering, so long as the new customer activated a new account between August 29, 2014, and December 9, 2014, and registered with the website, www.t-mobile.com/referral within 30 days of activation, both parties are eligible for unlimited data until March of 2017. The current customer will have their data plan upgraded to unlimited high speed data at no additional charge until March of 2017. Any new customer who activates service and registers will receive a $30.00 bill credit towards the monthly cost of their unlimited high speed data until March of 2017. T-Mobile records indicate that on April 24, 2015, Mr. [redacted] unlimited high speed data feature was removed from his account due to an inadvertent error. It is important to note that when the unlimited high speed data feature is removed from an account, the customer is no longer eligible for the unlimited data promotion. T-Mobile records confirm that Mr. [redacted] contacted our Customer Care and received manual adjustments for his unlimited high speed data feature for the months of April of 2015 through July of 2015. Nevertheless, on February 8, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $600.00 to Mr. [redacted] account which represents unlimited high speed data from July of 2015 through March of 2017. 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. William B[redacted] Executive Response

August 4, 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 July 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding a $20.00 credit to his account.  Upon speaking with Mr. [redacted] on July 26, 2017, T-Mobile clarified that he received a flyer for a grand opening of a new T-Mobile store in his area offering a $20.00 credit upon your first visit.    Mr. [redacted] indicated the credit was applied on July 22, 2017, and considers this matter resolved.  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

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]

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]

August 28, 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 August 15, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile records confirm that on March 3, 2015, Ms. [redacted] activated service with the mobile numbers ending in 7687 and 1062.  Our records reflect that between March 3, 2015, and June 9, 2017, Ms. [redacted] was subscribed to our now grandfathered Simple Choice Family Unlimited rate plan for two lines for $100.00 taxes excluded.   Additionally, Ms. [redacted] enrolled in our Premium Handset Protection for $12.00 for each of the mobile numbers.   T-Mobile records indicate that on March 3, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Z3 handset and an LG G3 handset.  Ms. [redacted] has also purchased the following equipment:   On April 2, 2015, a Samsung Galaxy S7 32GB handset and accessories;On September 29, 2015, a Samsung Galaxy S6 32GB handset;On August 3, 2016, a Samsung Charge Stand; andOn September 18, 2016, an LG G5 Silver handset.   Please be advised all EIP’s have been paid in full with the exception of the Samsung Galaxy S7 32GB handset and the LG G5 handset.   Further records confirm that on June 9, 2017, Ms. [redacted] contacted T-Mobile requesting a rate plan change.  Ms. [redacted] was then subscribed to our T-Mobile One Tax Inclusive family plan to include two lines for $110.00 ($100.00 with AutoPay discount).   Our records indicate that Ms. [redacted] is not currently enrolled in AutoPay.  Please be advised that at the time of Ms. [redacted]’ activation, T-Mobile did not offer tax inclusive rate plans.   Please note that Ms. [redacted]’ billing statements from August 5, 2016 to September 4, 2016, September 5, 2016 to October 4, 2016, November 5, 2016 to December 4, 2016, January 5, 2017 to February 4, 2017, June 5, 2017 to July 4, 2017, and July 5, 2017 to August 4, 2017 all carried over past due balances causing billing fluctuations which may have led to billing confusion.   In an effort to amicably resolve this matter, on August 24, 2017, T-Mobile removed the EIP for the Samsung Galaxy S7 handset to reduce Ms. [redacted]’ monthly recurring charges to $154.84 including taxes and EIP.  Additionally, T-Mobile has adjusted Ms. [redacted]’ account in the amount of $360.00 as a gesture of goodwill leaving the account with a credit balance of $510.00. Please be advised that Ms. [redacted] has been advised that she would need to enroll in Autopay in order to receive an additional $10.00 discount. 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.   Chris L[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

January 20, 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 12, 2016, regarding the above-referenced account. T-Mobile is sorry to lose Ms. [redacted] as a customer and we regret any concerns Ms. [redacted] has experienced regarding her bill reprint request. T-Mobile records confirm that, on August 28, 2015, Ms. [redacted] cancelled her account when she transferred her mobile numbers to another service provider. 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 October 7, 2015. Ms. [redacted]’s final billing statement dated September 8, 2015, consisted of past due charges of $160.44 from the billing statement dated August 8, 2015, monthly access charges of $132.09, Equipment Installment Plan (“EIP”) remaining balance charges of $137.28 for the mobile number ending in 3737, and applicable taxes and fees for a total balance of $448.37. According to our records, on September 11, 2015, T-Mobile received a payment in the amount of $160.44 which posted towards Ms. [redacted]’s account reducing the balance to $287.93. Due to continued non-payment, on December 4, 2015, Ms. [redacted]’s account was transferred to a third-party collection agency, Receivable Performance Management, for collection of the outstanding balance. Pursuant to our Terms and Conditions, when an account is transferred to a third-party collection agency, a collection fee based on the outstanding balance transferred may be assessed. The fee on Ms. [redacted]’s account is $37.66. As such, Ms. [redacted]’s total balance due is $325.59. T-Mobile records confirm that, on December 10, 2015, Ms. [redacted] contacted T-Mobile regarding her bill reprint request. Please be advised that pursuant to T-Mobile policy, if an account has been placed in third-party collections, then the customer must contact the third-party collection agency in order to be provided with copies of their past billing statements. Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on January 15, 2016, T-Mobile sent a copy of Ms. [redacted]’s September 2015 final billing statement to her via pdf attachment sent to the email address Ms. [redacted] provided in her correspondence to your office. As an additional courtesy to Ms. [redacted], at that time, T-Mobile applied a courtesy credit in the amount of $26.67 towards Ms. [redacted]’s account for the partial service charges from August 29, 2015, through September 7, 2015, and offered to take payment for the outstanding balance in order to delete negative reporting from Ms. [redacted]’s credit report. However, at that time, Ms. [redacted] made a partial payment in the amount of $60.00. Please be advised that Ms. [redacted]’s account will remain in third-party collections unless the balance is paid in full. Furthermore, please note that, as the aforementioned collection fee is based on a percentage of the total balance owed, on January 16, 2016, a credit in the amount of $6.66 was applied towards the collection fee on Ms. [redacted]’s account. Ms. [redacted]’s account remains closed with an outstanding balance of $232.26 which T-Mobile considers valid and owed. Pursuant to our conversation, Ms. [redacted] has accepted our offer as a full resolution of her concerns. If Ms. [redacted] wishes to make a payment she may contact me directly at the number provided below, and upon payment of the balance in full T-Mobile will remove the account from third-party collections and instruct the credit bureaus to delete negative reporting which would be completed within 90 days. Alternatively, Ms. [redacted] may contact Receivable Performance Management at 866-212-7408 for additional payment options. 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. Brandon M[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