T-Mobile Usa Inc

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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

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]

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

April 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]

To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile appreciates the opportunity to respond to Ms. [redacted] regarding her account concerns. Our records reflect that Ms. [redacted] activated her service on July 2, 2016, and attempted to take advantage of our Carrier Freedom offering whereby not only are early termination fees reimbursed, but also accelerated equipment installment balances up to $650.00 per device. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. As can be expected, there are several eligibility requirements; some of these requirements were met and others were not. Please note that as this is a reimbursement program T-Mobile recommends that Ms. [redacted] make arrangements for payment with her other service provider.
T-Mobile records reflect that Ms. [redacted] traded in an iPhone 6s Plus 16GB and received a trade in credit in the amount of $355.00, which was applied to her T-Mobile account on July 21, 2016. Per the promotional requirements, a copy of Ms. [redacted]’s previous carrier’s final billing statement was required in order to qualify for any remaining reimbursement. Upon further review, T-Mobile was unable to locate any submission of Ms. [redacted]’s previous carrier’s final billing statement and as such, no additional reimbursement was processed.
T-Mobile records indicate that the mobile number ending in 3028 subscribes to our JUMP! 2 feature. JUMP! 2 provides customers like Ms. [redacted] all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period. T-Mobile records indicate that Ms. [redacted] qualifies for our JUMP! 2 offering however, based on her personal credit she is required to make a down payment at the time of purchase when financing a device on EIP.
Please note that Ms. [redacted] is eligible add up to four additional lines of service with no deposit required. It is important to note that in order for customers to add an additional line of service or take advantage of our EIP offering her account must be current and in good standing. Upon a review of Ms. [redacted]’s account T-Mobile could not locate any record of her being declined to add an additional line of service.
As a gesture of goodwill T-Mobile will allow Ms. [redacted] to submit a copy of her previous carriers billing statement reflecting the final equipment balance owed to process her Carrier Freedom reimbursement. Should Ms. [redacted] choose to accept this offer or if she has any additional questions she may contact me directly at the phone number listed below. Please note that T-Mobile will honor this offer up to 30 days from the date of this letter. Should Ms. [redacted] like to add an additional line of service or take advantage of our JUMP! 2 features she may contact T-Mobile at 800-937-8997 or visit a T-Mobile retail location. 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.
Robert R[redacted]
Executive Response

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. I wish to disagree with the details listed by T-Mobile, and amend.The November bill stated was not received by my, nor accessible online or by calling customer service. I did pay $190.66 for cell service in November, and was told by the representative that was the entire around due on my account. I made multiple attempts in October, November, and December to pay for the device, and was told there was no additional amounts due on the account. It was sent to collections before I ever received a bill. I have spent much time and money on mailing certified correspondence to finally resolve this matter almost two years later.These details are important, as they highlight issues that should be addressed if T-Mobile wishes to be considered a "better business" in the future.I sincerely hope T-Mobile has not written this incident off, and will investigate these issues for present and future customer's safety.
Sincerely,
[redacted]

From: [redacted] Sent: Saturday, December 12, 2015 6:59 AMTo: complaints <[email protected]>Subject: Re: You have a New Message from Revdex.com Serving Alaska, Oregon & Western Washington Complaint #[redacted]
 
Sorry I did not reply in time, I am satisfied with the response from the company.
Thanks [redacted]

November 25, 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 November 15, 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. We regret to hear the concerns Mr. [redacted] has regarding his T-Mobile handset. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S4 black handset on February 13, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional JUMP! feature. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. On October 30, 2016, Mr. [redacted] contacted our Customer Care department due to his Samsung handset malfunctioning. Our records confirm we engaged in troubleshooting and deemed a limited warranty exchange replacement was needed. Please note the Samsung Galaxy S4 Black handset has a 25 day pending backorder. Our records reflect Mr. [redacted]’s limited exchange order is currently still in the pending status. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile is willing to send Mr. [redacted] a Samsung Galaxy On5 handset as a one-time courtesy. Should Mr. [redacted] want to accept our offer he may contact me directly at the number listed below within 30 days of the date of this letter. 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

Complaint: [redacted]
I am rejecting this response because: How can you not give a refund when you were paid for services  that you have not/ can not provide? We a call that a thief where i'm from. I'll wait on your most generous offer, but rest assured, wal mart and t mobile won't be servicing my accounts from here on out.
Sincerely,
[redacted]

August 28, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]...

[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 15, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any on-going concerns experienced by Ms. [redacted] regarding the account billing and services on the T-Mobile account. According to our records on June 22, 2017, Ms. [redacted]’ upgraded her rate plan from the promotional 4 for $120.00 Simple Choice 10GB rate plan for her four voice lines to the $180.00 T-Mobile ONE Tax Included rate plan for her four voice lines. The plan change was made retroactively to begin on June 10, 2017, which was the first date of the current bill cycle. Please note however, that Ms. [redacted]’ account is billed by a system known as “bill current”.  This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle.  As Ms. [redacted] has already received her monthly charges for June 10, 2017, through July 9, 2017, on her billing statement dated June 9, 2017, T-Mobile recalculated her charges by crediting her previously billed rate plan and re-charging for the new plan during the same dates. Additionally, because Ms. [redacted] is billed current, not only did her July 10, 2017, billing statement reflect the re-calculated charges but she was also billed from July 9, 2017, through August 10, 2017, accordingly.  Our records further reflect that on July 18, 2017, Ms. [redacted] changed her rate plan back to her original plan of 4 for $120.00 Simple Choice 10GB rate plan. Again, this caused Ms. [redacted]’ bill to be re-calculated receiving the difference as a credit balance on her account. Please be assured that although, Ms. [redacted] states that she has been overcharged, T-Mobile has confirmed that she has been accordingly to her rate plan choices and currently has an credit balance for the over payment and recalculations of her monthly charges in the amount of $130.67. We regret any confusion the rate plan changes have caused.  Although, it is T-Mobile’s position that Ms. [redacted] has been billed accordingly, as a courtesy we have issued a credit in the amount of $66.49 for the difference in her rate plan change charges for her June 10, 2017, and July 10, 2017, billing statements. This leaves Ms. [redacted]’ account active with a credit balance of $197.16. Please note that going forward Ms. [redacted]’ should expect a monthly recurring charge of $120.00 for her four voice lines, $15.00 for her two mobile internet lines of service, $57.01 for her monthly Equipment Installment Plan (“EIP”) for the Apple iPhone 6S, SyncUP drive hotspot and Samsung Galaxy S7, and applicable taxes and surcharges for a rough estimate of $234.17 a month.  Regarding Ms. [redacted]’ concerns for her handset, our records reflect on October 29, 2016, a purchase for the LG V20 was completed for mobile number ending [redacted]. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. As such, on June 22, 2017, Ms. [redacted] completed an exchange for her non-working V20. We apologize if the device had any complications following her exchange and are happy to hear that the settings were restored to avoid any additional replacements. Again, we regret that Ms. [redacted] experienced any concerns regarding her account and appreciate the opportunity to address 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. Christina S[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]

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

I have received the reminder of my refund. 
TThank you. 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]

July 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]  T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concern to Mr. [redacted] in regards to his account and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on May 12, 2017, Mr. [redacted] purchased a Samsung Galaxy S7 for his mobile line of service ending in [redacted] on T-Mobile’s Equipment Installment Plan (“EIP”) option by agreeing to 24 monthly installments in the amount of $24.00. Please be advised that as of the date of purchase Mr. [redacted] was also subscribed to JUMP! which includes Premium Device Protection (“PDP”) coverage, provided by Assurant, that covers devices if they are ever lost/stolen or damaged by filing an insurance claim and paying a deductible associated with the device being replaced.
Please be advised that T-Mobile does not reflect a record of Mr. [redacted] reporting his handset lost and may have contacted Assurant directly to file his insurance claim for a replacement. It is important to note that on May 25, 2017, Mr. [redacted] canceled his mobile line of service ending in [redacted] when he ported the number out to another carrier. As the line was canceled, any PDP coverage has been lost and any claim filed to replace the device has been declined by Assurant. T-Mobile recommends Mr. [redacted] contact Assurant at 1-866-866-6285 to discuss his claim further.
Please be advised that on March 2, 2017, Mr. [redacted] enrolled his T-Mobile account in AutoPay, a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, via myT-Mobile.com. Records confirm that on May 25, 2017, Mr. [redacted] updated the AutoPay method to a checking account via myT-Mobile.com and any future billed monthly recurring charges would be debited from this checking account.
It is important to note that on June 2, 2017, Mr. [redacted] ported out his final line of service ending in [redacted] out to another carrier which closed his account. As his account closed all open EIP balances for his Samsung Galaxy S7 and previous devices purchased on EIP accelerated and were due immediately. On June 14, 2017, a final bill generated reflecting a total balance due of $1,310.23 for final EIP balances of purchased equipment and prorated monthly recurring costs for service from May 14, 2017, through June 2, 2017. As Mr. [redacted] account was enrolled in AutoPay the amount of $1,310.23 was debited from the checking account on file on July 4, 2017. As the checking account had insufficient funds the payment was returned leaving a balance due of $1,310.23 by August 6, 2017. The AutoPay service has been removed as of July 25, 2017, from Mr. [redacted] account.
T-Mobile records confirm that on June 20, 2017, Mr. [redacted] contacted Customer Care to apply for a new T-Mobile postpaid account. Due to the outstanding balance on Mr. [redacted] current postpaid account and T-Mobile’s previous payment history with him, T-Mobile has respectfully declined Mr. [redacted] the option for a new account and equipment to be financed on EIP with well qualified pricing. Please note that Mr. [redacted] still has until August 6, 2017, to bring his current account current and restore services once again which would still offer him well qualified pricing on EIP option. Mr. [redacted] may contact Customer Care at 1-800-937-8997 for further arrangements.
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

August 3, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 21, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account balance. T-Mobile has reviewed the account and confirmed that mobile number ending in 2539 and 2803 were transferred to another service provider on April 14, 2017.  It is important to note that the mobile number ending in 9142 remained active on the account. T-Mobile records indicate that T-Mobile first received a request to cancel the remaining line of service ending in 9142 on Ms. [redacted]’ account on June 19, 2017, when Ms. [redacted] contacted T-Mobile.  On June 6, 2017, a billing statement generated in the amount of $25.33, which included service charges from May 5, 2017 through June 4, 2017 and Equipment Installment Plan charges, and was due by June 25, 2017.   On June 19, 2017, T-Mobile applied an account credit in the amount of $10.00 for the last monthly service charges for the mobile number ending in 9142, bringing the account balance to $15.33. Please be advice a payment was not rendered on the due date which brought the account to a past due balance of $15.33.  On July 6, 2017, a final billing statement generated in the amount of $35.66, which consisted of the past due balance of $15.33 and current charges of $20.33 for final Equipment Installment Plan charges and a late fee, and was due by July 25, 2017.  It is T-Mobile’s position the balance is valid and owed.  Nevertheless, on August 2, 2017, in an effort to amicably resolve this matter, T-Mobile credited Ms. [redacted]’ account in the amount of $35.66. Ms. [redacted]’ account remains closed with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours, T-MOBILE USA, INC. Carolina F[redacted]Executive Response

December 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 December 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to his final billing statement. T-Mobile records confirm that on August 10, 2016, Mr. [redacted] activated his T-Mobile account with a total of three mobile lines of service subscribed to T-Mobile’s Simple Choice Family Match rate plan for a monthly cost of $120.00 plus applicable taxes and fees. Please note that at the time of activation Mr. [redacted] has also purchased a Samsung Galaxy On5 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets via 24 equal monthly installments. At the time of purchase Mr. [redacted] agreed to 24 equal monthly installments in the amount of $5.84. Please be advised that if the account is closed prior to the EIP balance being completed any open EIP balance is accelerated and due immediately. Please be advised that on September 11, 2016, a bill generated reflecting a past due balance of $142.02 for monthly recurring charges and applicable taxes and fees for service from August 11, 2016, through September 10, 2016, and new charges in the amount of $144.24 for a total balance due of $286.26 by October 3, 2016. Please note that the new charges of $144.24 were for monthly recurring charges and applicable taxes and fees for service from September 11, 2016, through October 10, 2016. Please be advised that on October 3, 2016, Mr. [redacted]’s account became thirty days past due and was canceled due to first payment default and the EIP balance was accelerated and due immediately. T-Mobile records confirm that on October 10, 2016, Mr. [redacted] contacted Customer Care and submitted a payment in the amount of $142.02 covering his monthly recurring charges and applicable taxes and fees for service from August 11, 2016, through September 10, 2016, and was credited in the amount of $127.58 for a prorated credit for services from September 12, 2016. Due to an inadvertent error, one of Mr. [redacted]’s mobile lines of service was restored and Mr. [redacted] was continued to be billed for service. Please note that on October 11, 2016, a bill generated reflecting the final EIP balance for the Samsung Galaxy On5 in the amount of $134.15 due and was also assessed a non-return fee in the amount of $138.00 for a 4G LTE Cellspot Signal booster which was provided to Mr. [redacted] on August 19, 2016, for in-home service improvements. Please be advised that on December 2, 2016, T-Mobile did receive the returned 4G LTE Cellspot Signal booster and removed the fee. On December 11, 2016, a bill generated reflecting a past due balance of $273.78 for monthly recurring charges and applicable taxes and fees for service from October 11, 2016, through December 10, 2016, and current charges in the amount of $57.54 for a total balance due of $331.32 by January 3, 2016. On December 20, 2016, Mr. [redacted] did contact Customer Care and his account was cancelled pursuant to his request. In an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $197.17 for billed monthly recurring charges leaving a final balance due of $134.15 for Mr. [redacted]’s purchased Samsung Galaxy On5. 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

August 10, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience Ms. [redacted] may have experienced starting service.  It is important to note that T-Mobile does offer customers such as Ms. [redacted] the option to bring their device from their previous carrier.  However, please note that in order for a customer to use their own device it must either be a T-Mobile device or unlocked by their previous in order for the device to be able to function on our network.T-Mobile requires that customers agree to a credit evaluation when activating postpaid service.  The credit evaluation is one tool which T-Mobile utilizes to determine eligibility and to offer financing options through our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programs.  T-Mobile records confirm that based on Ms. [redacted]’s eligibility she would be required to pay a down payment to purchase equipment and the down payment will be dependent on the cost of the device purchased.  However, with one of T-Mobile’s latest Un-carrier moves, T-Mobile offers our Smartphone Equality program wherein customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available. In an effort to amicably resolve this concern T-Mobile has made a one-time exception to allow Ms. [redacted] to purchase equipment with well-qualified pricing.  Therefore, Ms. [redacted] ordered the equipment and in the future she will need to meet the standard requirements to qualify for Smartphone Equality.  In addition as Ms. [redacted]’s service has been active during this time a credit in the amount of $99.99 was provided to compensate for the time that she did not have phones to utilize the service.  Ms. [redacted]’s current account balance is $60.01.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 contact with 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.Lauren L[redacted]Executive Response

September 14, 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 September 9, 2016, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Ms. [redacted] her efforts to activate service with T-Mobile. Our records indicate at the time of activation, Ms. [redacted] was required to remit a payment in the amount of $61.60 which represented the cost of her System Identifying Module (“SIM”) starter kits for her two lines of service and the taxes associated with her two Samsung On5 handsets that she purchased with our Equipment Installment Plan. Our records indicate that Ms. [redacted] has elected to return her two Samsung On5 handsets via the prepaid UPS return label. Although T-Mobile has not had the opportunity to process Ms. [redacted]’s returned equipment, which can normally take up to ten business days, T-Mobile has agreed to send her a refund of $61.60 via a prepaid MasterCard gift card. Ms. [redacted] has accepted our offer of resolution and understood that it can take up to ten business days to receive her refund at the address she provided to your office. Additionally, T-Mobile has agreed to credit Ms. [redacted]’s account for the prorated service from her activation date to the date of cancelation on September 5, 2016. As such, a credit of $36.61 was applied to Ms. [redacted]’s account which now reflects a zero balance. T-Mobile has also scheduled a follow up on September 30, 2016, to ensure no additional charges are added to Ms. [redacted]’s final bill. Should additional charges be applied, T-Mobile will remove the charges to ensure Ms. [redacted]’s account remains closed 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. Martin G[redacted] Executive Response

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

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated January 30, 2018, from [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr. [redacted] experienced regarding the T-Mobile account.  T-Mobile records reflect that on November 9, 2017, Ms. [redacted] visited a T-Mobile retail store and authorized to change his plan to T-Mobile’s T-Mobile ONE plan which includes unlimited talk, text, and 4G LTE service on all lines of service for $155.00 with taxes and fees included, plus any optional features and Equipment Installment Plans (“EIPs”), per month.  As part of the T-Mobile ONE plan, customers are able to receive a [redacted] streaming subscription that offers [redacted] Standard subscription at no additional cost.  It is important to note that if customers have a [redacted] premium plan, customers are responsible for paying the $3.00 difference, which is applied to a customer’s T-Mobile bill.  Additionally, this charge can take up to three billing cycles to reflect upon linking the [redacted] account with the T-Mobile account.  T-Mobile records indicate that Mr. [redacted] contacted Customer Care on January 18, 2018, to address his concerns with the [redacted] charges as he had not received the credit to his [redacted] account.  Customer Care advised Mr. [redacted] that he had not linked his [redacted] account to his T-Mobile account and were able to successfully guide Mr. [redacted] in how to link together so that he is able to receive his applicable discount going forward.  T-Mobile records show that Mr. [redacted] was promised a refund towards the card that was being used on his [redacted] account, however due to an inadvertent error, the card used for the T-Mobile account payment history was different than the card on his [redacted] account, therefore, making it ineligible to receive a refund.  It is important to note that an account credit in the amount of $36.00 was issued that day towards his T-Mobile account, reducing the balance owed from $270.90, to $234.90.  It is important to note that T-Mobile Terms and Conditions indicate that if an account discrepancy is noted by a customer, they have 60 days to report it with T-Mobile in an effort to have it corrected.  Between the time the plan had changed, and the following two billing statements generated thereafter, Mr. [redacted] did not report the error to T-Mobile until January 18, 2018.  On January 31, 2018, T-Mobile contacted Mr. [redacted], and he expressed concerns about having paid interest on his credit card.  In an effort to amicably resolve his concern processed an electronic refund, $36.00 that was initially adjusted plus an additional $36.00 courtesy credit to his bank account in the amount totaling $72.00 to cover an additional expense to Mr. [redacted].  Mr. [redacted] was made aware that refunding the credit that was applied on January 18, 2018, towards the T-Mobile account would make the balance reflect an additional $36.00 charge on the billing statement that will generate on or around February 17, 2018.  Mr. [redacted] was advised that the refund will reflect on his checking account within one to three business days.  Pursuant to our conversation, Mr. [redacted] considers the matter resolved and has no further concerns.  T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his business.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