T-Mobile Usa Inc

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

receipt of your correspondence dated March 19, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced when the service to his T-Mobile account was interrupted. Please note that T-Mobile takes account security very seriously. In review of our records, T-Mobile shows no unauthorized access to Mr. [redacted] T-Mobile account. On February 8, 2016, T-Mobile generated a billing statement in the amount of $184.48 that was due to T-Mobile on February 28, 2016. This billing statement consisted of monthly access charges and all applicable taxes for the billing period dates of February 9, 2016 to March 8, 2016. Please note that T-Mobile did not receive payment by the due date and as such the account became past due. T-Mobile records indicate that on February 29, 2016, payment arrangements were made with Mr. [redacted] with regard to his outstanding balance. Mr. [redacted] agreed to pay the balance of $184.48 in two separate payments. Mr. [redacted] agreed to make a payment in the amount of $92.24 on March 14, 2016, and an additional payment in the amount of $92.24 on March 28, 2016. Please note that T-Mobile did not receive a payment in the amount on March 14, 2016 as agreed upon and at this point, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency. As such, T-Mobile suspended Mr. [redacted] ability to place outgoing calls on March 16, 2016. On March 8, 2016, T-Mobile generated a billing statement in the amount of $188.42 that was due to T-Mobile on March 28, 2016. This billing statement consisted of monthly access charges, late payment fee, and all applicable taxes for the billing period dates of March 9, 2016, to April 8, 2016. Please note that T-Mobile did not receive payment by the due date and as such the account remained past due. Combined with the previous past due balance the account balance totaled $372.90. T-Mobile records indicate that on March 17, 2016, payment arrangements were once again made by Mr. [redacted] through the Interactive Voice Response (IVR) with regard to his outstanding balance. Mr. [redacted] scheduled two future dated payments to be processed on his account automatically. These payments were scheduled in the amount of $186.45 to be paid on March 24, 2016 and the second payment of $186.45 to be paid on April 7, 2016. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the IVR or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile provided Mr. [redacted] with calls, text messages, and a billing notification providing the payment due date. As previously mentioned in our correspondence to your office, on March 16, 2016, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] scheduled future dated payments in the IVR on March 17, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. Please note that the restore form suspension fees would have been due on Mr. [redacted] next billing statement dated April 8, 2016. However, as a courtesy to Mr. [redacted] on March 31, 2016, T-Mobile credited the restore from suspension fees from Mr. [redacted] account. T-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr. [redacted] subscribed to the optional Premium Handset Protection (PHP). Please note that the handset in question is covered by insurance from Assurant Solutions, Inc. (“Assurant”) who may be contacted directly at 1-866-866-6285 or online at www.myphpinfo.com. T-Mobile records indicate that an insurance claim was processed with Assurant on March 16, 2016. At this time the handset that Mr. [redacted] used was reported as stolen. A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. Please note that on March 16, 2016, Mr. [redacted] handset was blocked due to the insurance claim being processed by Assurant and the handset being reported stolen. On March 17, 2016, Mr. [redacted] contacted T-Mobile and advised us that he did not file the insurance claim in question and as such T-Mobile requested that Mr. [redacted] handset be unblocked. Please be advised that Mr. [redacted] is disputing a transaction that occurred through Assurant and not through T-Mobile. Nevertheless, T-Mobile engaged the assistance of Assurant to validate Mr. [redacted] claim that the insurance claim was processed fraudulently. Assurant has completed its investigation of this matter and determined that the allegation of fraud was substantiated. Therefore, Assurant intercepted the replacement handset that was being mailed to Mr. [redacted], and asked that it be returned to sender. This releases Mr. [redacted] from any and all liability relating to the insurance claim that was processed. In an effort to amicably resolve this matter, and as a courtesy to Mr. [redacted] on March 31, 2016, T-Mobile applied a credit to Mr. [redacted] account in the amount of $186.45 for monthly access charges, late payment fee, and all applicable taxes and fees for the billing period dates of March 9, 2016, to April 8, 2016. Please note that Mr. [redacted] account currently remains open and reflects a zero balance due. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 1-877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

August 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced 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 contact with our Customer Care.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile records indicate that on June 6, 2017, payment arrangements were made with Ms. [redacted] with regard to her outstanding balance. Further, on June 12, 2017, Ms. [redacted] contacted T-Mobile to advise that she was unable to make the agreed upon payment. Please be advised that payment arrangements cannot be deleted or modified once agreed upon.
T-Mobile records confirm that the payments arrangement Ms. [redacted] agreed to was for $400.00 to be paid on June 13, 2017; and $1,479.78 on June 27, 2017. Further records confirm that on June 15, 2017, Ms. [redacted] remitted payment in the amount of $400.01. Please be advised that this payment was the last payment remitted on the account. On June 30, 2017, the account was suspended due to non-payment.
As this amount went unpaid, on July 26, 2017, the account was cancelled due to non-payment. The account remains closed with a balance of $2,323.13. Please be advised that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
As such, Ms. [redacted]’s billing statement scheduled to be produced on August 19, 2017, will contain the accelerated EIP charges totaling $1,245.16. However, we regret to hear that Ms. [redacted] experienced issues with her handsets. As a gesture of goodwill, Ms. [redacted] may return the equipment to the following address by September 18, 2017 and we will credit the accelerated EIP balance in the amount of $1,245.16 assuming the equipment has sustained no physical or liquid damage:
T-Mobile USA, Inc.
Attn: Chris L[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please note that Ms. [redacted] remains responsible for charges monthly access charges, usage charges, if applicable, and applicable taxes.
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

September 29, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 19, 2015, regarding the above-referenced account. T-Mobile has confirmed that the name on the correspondence and the name on the account are the same person. T-Mobile would like ensure that Ms. [redacted] is satisfied with the way her account is set up, if she would like to update the billing name on her T-Mobile account to reflect her name change, she may bring her government-issued I.D., and Marriage Certificate / Divorce Decree to a direct T-Mobile retail store to have her account updated. Please note that T-Mobile can only change the billing name to match the name listed on the government-issued I.D. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response to your office and we want to assure her that she is being billed properly. As stated in our previous correspondence, if customers make an extra EIP payment with an account balance greater than zero, like Ms. [redacted] did, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cycle. As such the extra EIP payment will appear to reduce the balance due for that month rather than the EIP balance. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has issued a onetime credit in the amount of $43.11 toward Ms. [redacted]’s account for the previous EIP payments for the Roll Glass and S-view cover. To make the EIP payoff process as seamless as possible for Ms. [redacted] in the future, we recommend that she make extra EIP payments when her account reflects 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

August 18, 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 August 11, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. Our records indicate that on July 12, 2016, Mr. [redacted] activated an individual regular postpaid account with the mobile number ending in [redacted]. At the time of activation, Mr. [redacted] was enrolled in the Simple Choice North America Unlimited Talk and Text rate plan for $50.00 per month, plus applicable taxes. Additionally, Mr. [redacted]’s account was enrolled in the JUMP! upgrade and Premium Handset Protection program for $10.00 per month, plus applicable taxes. Please note that there are no handset purchases that have been processed on the account. On July 16, 2016, Mr. [redacted]’s account was charged $70.42, for the billing cycle charges from July 14, 2016, through August 13, 2016. Records confirm that a payment was not received. On August 16, 2016, Mr. [redacted]’s account was charged $70.42, for the billing cycle charges from August 14, 2016, through September 13, 2016, increasing the balance owed to $140.84. Records confirm that a payment was not received for this balance. Therefore, on August 13, 2016, Mr. [redacted]’s account was suspended for non-payment, and remains as such as of the date of this letter. It is important to note that at the time of activation, Mr. [redacted]’s account was enrolled in paperless billing. Mr. [redacted] can check his billing statement by logging into his MyT-Mobile.com account and viewing the PDF statement. Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. 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. T-Mobile would like the opportunity to address Mr. [redacted]’s handset concerns. Unfortunately, with the information provided to your office, T-Mobile is unable to locate the business account Mr. [redacted] references or additional equipment information. Therefore, in order to address Mr. [redacted]’s concerns regarding T-Mobile’s return policy and Limited Warranty Exchange program, T-Mobile requests that Mr. [redacted] contact me at the number listed below to provide additional information needed to research this matter further. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

October 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]
                        [redacted]
                        [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 11, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] regarding an unauthorized payment transaction.  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 our Customer Care.   Our records indicate that on April 9, 2017, Ms. [redacted] activated the above postpaid account number [redacted] and subscribed to T-Mobile’s T-Mobile ONE All In promotional rate plan for $110.00 per month with mobile number ending in [redacted].  Please note that the mobile number ending in [redacted] was a prepaid mobile number transferred from our prepaid service to the Ms. [redacted]’s postpaid account.  Additionally, the mobile number ending in [redacted] had the Device Protection feature for $7.00 per month, the ONE Plus feature for $5.00 per month and the Hosted Mobility Management Service feature for $5.00 per month.  Furthermore, Ms. [redacted] was subscribed to the T-Mobile ONE rate plan for $75.00 per month with mobile number ending in [redacted] which also had the Device Protection feature for $7.00 per month, and the ONE Plus feature for $5.00 per month.    T-Mobile records indicate Ms. [redacted] qualified for and took advantage of the below Equipment Installment Plans (“EIP”).  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments.   April 9, 2017, one LG Aristo handset with 24 monthly installments in the amount of $5.00. May 18, 2017, one LG Aristo handset with 24 monthly installments in the amount of $6.00. June 4, 2017, one LG K20 handset with 24 monthly installments in the amount of $7.00.     Upon receipt of Ms. [redacted]’s correspondence from your office we reviewed our payment system and found that under Ms. [redacted]’s postpaid account, three payments were remitted as followed: on May 10, 2017 in the amount of $131.00, on May 31, 2017, in the amount of $124.76 and on July 23, 2017 in the amount of $158.31.  Please be advised that Ms. [redacted]’s account reflects a final balance of $564.62 which consists of monthly recurring charges, late fees, EIP monthly installments for the LG V20 handset and both LG Aristo handsets, applicable taxes and fees billed from July 10, 2017 to August 9, 2017, and the remaining EIP balances for the handsets.    Please note that on June 24, 2017, Ms. [redacted] transferred her mobile number ending in [redacted] from the account to a prepaid service.  Following, on August 9, 2017, Ms. [redacted] also transferred her mobile number ending in [redacted] from the account to a separate prepaid service.  Please be advised that payments processed by our Pay-As-You-Go and Prepaid services are processed by [redacted], a third party company.  As such, T-Mobile does not have the ability to view or access payment information or any concerns regarding payments under our prepaid service and all concerns must be directed to [redacted].   Nonetheless, a further review of Ms. [redacted]’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on September 27, 2017 in the amount of $45.00.  Additionally, a review of Ms. [redacted]’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on October 11, 2017 in the amount of $50.00.   In an effort to amicably resolve this matter, on October 18, 2017, T-Mobile agreed to issue a credit of $196.62 towards the final balance on Ms. [redacted]’s postpaid account, therefore leaving the account closed with a final balance of $368.00 for the remaining EIP balances of the LG V20 handset and both LG Aristo handsets.  Ms. [redacted] may contact Customer Care directly at [redacted] to make arrangement for payment. 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 [redacted]

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

October 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated October 19, 2016 regarding the above-referenced prepaid number. T-Mobile records confirm that Mr. [redacted] is using a non-T-Mobile branded Motorola device. It should be noted that while unlocked equipment from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked Motorola worked on our network; however, certain advanced features may work sporadically or not at all. We regret any inconvenience Mr. [redacted] has experienced. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. 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 appreciate Mr. [redacted]’s feedback regarding how the information is provided to our customers that are a non-T-Mobile device to use on our network. In an effort to amicably resolve this matter T-Mobile has mailed a new Samsung J7 to mailing address provided by Mr. [redacted] at no additional cost to him so that he can better use our service. However, Mr. [redacted] will need to go to point of purchase of the Motorola device that he purchased in regards to the refund for the Motorola device as T-Mobile was not involved in the sale of this device 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. Amor M[redacted] Executive Response

January 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 5, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted]’ may have experienced regarding the billing of his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our sales office. T-Mobile records confirm that on June 9, 2015, Mr. [redacted]’ activated his T-Mobile account with his three mobile numbers ending in 3371, 3408, and 7007. Mr. [redacted]’ was subscribed to our now grandfathered Simple Choice Family Unlimited Talk, Text, and 4G Data 2 lines plan for $100.00 per month. Mr. [redacted]’ third additional line is $40.00 per month and receives the same features. T-Mobile records confirm that as of June 9, 2015, Mr. [redacted]’ account is participating in our Advantage Program. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. Mr. [redacted]’ account is not eligible for a monthly discount based on the terms of his promotional rate plan. On November 2, 2015, T-Mobile applied a courtesy credit of $60.00 due to his monthly discount not being applied. On November 22, 2015, T-Mobile applied a courtesy credit of $24.89 to his account due to his monthly discount again not being applied. In an effort to amicably resolve this matter, on January 12, 2016, T-Mobile applied a courtesy credit of $75.00 to his account for any misinformation. T-Mobile is pleased that Mr. [redacted] has decided to keep his T-Mobile account. As of January 12, 2016, Mr. [redacted]’ account reflects a credit balance of $75.00. Mr. [redacted] accepted the credit as a resolution. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

September 16, 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 September 5, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] experienced in regard to paying her balance through T-Mobile’s website and we appreciate the opportunity to address her concerns. T-Mobile records indicate that on October 5, 2011, Ms. [redacted] activated her account with mobile number ending in [redacted]. Regrettably, on August 11, 2017, Ms. [redacted] cancelled her account by porting her number to another carrier. Upon Ms. [redacted] cancelling her account, any features included with having T-Mobile services were cancelled as well which includes online access via the T-Mobile.com website.
Ms. [redacted] has the option to pay her balance due via the Interactive Voice Response system, at a T-Mobile retail location, over the phone with Customer Care, or with the billing statement that is sent to her. Please be advised that upon speaking with Ms. [redacted] on September 8, 2017, she agreed to pay the balance in full of $70.76 at a retail location.
Should Ms. [redacted] have any questions regarding her account or the information provided above, she may contact me at the number listed below. T-Mobile regrets any inconvenience to Ms. [redacted] and we hope to serve her again in the future.
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.
Carlos T[redacted]
Executive Response

September 14, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. 10800936T-Mobile Account No. [redacted] &...

T-Mobile Prepaid No. [redacted]-[redacted]-[redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 6, 2015, from [redacted] 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 regrets any misunderstanding regarding the funds left on Ms. [redacted] T-Mobile Pay As You Go account.  T-Mobile records confirm that Ms. [redacted], T-Mobile Pay As You Go account in fact remains with a current balance of $27.75.  Although Ms. [redacted] is no longer in use of the service, it is important to note that pursuant to the Terms and Conditions at the time of activation “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”  Therefore when Ms. [redacted] requested the funds of $27.75, be transferred to her current line under account no. [redacted], T-Mobile respectfully declined her request. Nevertheless, in an effort to amicably resolve the matter, on September 11, 2015, T-Mobile has agreed to issue a credit of $27.75 to account [redacted].  As of the date of this letter, the amount of $27.75 reflects as a credit balance on Mr. [redacted]’s account.  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at[redacted]Very truly yours,T-MOBILE USA, INC.Sacny A[redacted] Executive Response

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.
Thanks to the Revdex.com for aiding with my request for assistance. 
Thanks to Ms. Mercedes [redacted] and Ms. Kayla J[redacted], both of T-mobile for assisting me with my complaint. Although late fees charged since March 2016 to date, will remain on my account, I accept that T-mobile will waive the $20 restoration fee, and the previous $25.00 restoration fee charged in July 2016 for a previous billing cycle.I appreciate the detailed information Ms. J[redacted] has provided in her correspondence of September 14, 2016, about my account and the billing cycles as I make my decision. This clarified for me which months I owe and what is pending. I will pay at a retail store the $210.59 today, Monday, September 19, 2016. I do not have access to an active bank or credit card account because of my financial hardship, so I would still like to discuss how the company's policy of requiring a draft from a bank or credit card for outstanding payments has been extremely prohibitive and discriminatory.John [redacted] the CEO of T-mobile, runs marathons to find a cure for cancer on behalf of the Dana Farber Cancer Institute. Our family is disappointed that his company's actions do not reflect his charitable stance and commitment to cancer victims. I gave up my job, my life, to take care of my mother who was diagnosed with cancer in February 2016. That is why my account fell behind as I have been unemployed, and since February, I never received any financial assistance, in the form of unemployment insurance or any kind of assistance from a government social program. Moreover, I am in the middle of a job search so that I may be able to pay my financial obligations, but my telephone service was cut on Sunday, September 11, 2016. My elderly mother has given me her social security money to pay for the current balance of $210. 59, as I desperately need my phone to stay in touch with her and to hear from potential employers. We are devastated that I have had days lost and possibly missed opportunities because of this cancellation. I have never had my telephone service completely cut in my entire life, and especially as a T-mobile customer. I do not want to cancel my service and cease doing business with T-mobile, but recent actions against my account have undermined my confidence in our relationship.On Monday, September 12, 2016 I left a voice-mail message with Ms. Mercedes [redacted], that I wanted to find out that in the event of my death, if the debt will be passed on to my loved ones. My family has experienced an enormous amount of stress and challenges this year and I didn't want my outstanding balance with T-mobile to become another burden. I have asked Ms. Kayla J[redacted] to follow up with me about this question, the company policy that has prohibited me from submitting payments for an outstanding balance without a draft from a bank account or credit card, and the final bill amount for the upcoming bill cycle that just ended on September 13, 2016. 
I look forward to having my service restored and to continue talking with Ms. Kayla J[redacted] about my account.Thank you for your time, consideration, and attention.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. However, as for the attempts in contacting me personally, I have never received a phone message, be it home or cell number. The goodwill gesture from T-Mobile is satisfactory and my only hope is that they will provide further training for their agents located in their outsourced Call Center.Sincerely, [redacted]

September 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.   T-Mobile has confirmed on July 28, 2017, Mr. [redacted] elected to change his mobile number on July 28, 2017 to the mobile number ending in [redacted].  It should be noted, however, that there are a limited quantity of phone numbers available, and it is therefore a possibility a customer will be assigned a mobile number that was used by a previous customer.  Please be advised  that prior to reassigning a previously used mobile number to a new subscriber, T-Mobile holds or “ages” the number for a minimum 60 days.    Please be advised that T-Mobile has requested all collection activity to be stopped with all collection services in association with the number ending in [redacted].  Mr. [redacted] is aware that this request can take up to 10 days to take effect and for all collections that may be in association with T-Mobile to stop completely. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in receiving unwanted calls.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Melyssa G[redacted] Executive Response

That isn't exactly what happened. However, I am satisfied with the outcome and look forward to continuing my service with T-Mobile. 
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]

From: [redacted] Flores [mailto:[redacted]@educarewd.org] Sent: Tuesday, September 12, 2017 10:10 AM To: Complaints <[email protected]> Subject: Re: You have a new message from the Revdex.com   Hi just We want to say thank you so much for helping us to solve our problem with T-Mobil.   T-Mobil called us last week saying that our balance with them is zero and the Collection Agency closed the case.   The issue has been resolved.   Our complaint number with Revdex.com is:[redacted].   Date Filed 8/29/2017   Thank you again!   [redacted] Technical Support [redacted]

June 6, 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 May 25, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account. T-Mobile records indicate that on May 5, 2017, Ms. [redacted]’s account was cancelled per her request. A final billing statement dated May 19, 2017, was provided to Ms. [redacted] reflecting a balance of $348.60 due on June 11, 2017. This balance consisted of a past due balance for accelerated Equipment Installment Plan charges.
Please be advised that on May 24, 2017, a payment of $100.00 posted to Ms. [redacted]’s account. In addition, a credit of $21.00 was applied to Ms. [redacted]’s account for unused services, reducing the balance to $227.60.
Furthermore, in an effort to amicably resolve this matter, on May 30, 2017, T-Mobile agreed to apply a 90 day collection hold on Ms. [redacted]’s account. Ms. [redacted] must remit payment in full within the next 90 days to avoid further collection activity. Once the 90 day hold has expired, the account would resume regular collection activity and any outstanding balance left unpaid may result in the account being transferred to a third-party collection agency.
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 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.
Mercedes V[redacted] Executive Response

July 24, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Prepaid Mobile Number: XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. 
 
T-Mobile regrets any billing concerns Mr. [redacted] may have experienced.  On July 21, 2015, T-Mobile requested a refund in the amount of $160.00 for the prepaid refill cards that Mr. [redacted] purchased within the month of May 2015. Please be advised that this refund should be received within two to three weeks and will be in the form of a prepaid debit card. Please note that T-Mobile requested that this refund be mailed to the address that Mr. [redacted] provided in his correspondence to your office. Should Mr. [redacted] have any questions about this refund he may contact Citibank directly at 1-800-522-7458. We regret any inconvenience to Mr. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Tiffany C[redacted]
Executive Response

May 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [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 7, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding the above-referenced account. Our records confirm that the account was activated on November 20, 2006. The account had one active line of service ending in [redacted], which was subscribed to our Biz Simple Choice North America Unlimited Talk, Text and Data rate plan at $50.00 monthly. This rate plan included unlimited domestic voice minutes, text messages, and data, with up to 2 gigabytes (“GB”) of high-speed data. The [redacted] line of service was also subscribed to our North America Stateside International Discounted Dialing feature at $15.00 monthly. This feature provides discounted international calls placed from within the United States, typically at a rate of $0.20 per minute. More information regarding these rates can be found by visiting http://www.T-Mobile.com/internatinoal. The monthly access charges for the account were $65.00 before applicable taxes.
On April 14, 2016, Ms. [redacted] contacted Customer Care to report issues she was experiencing with her coverage. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. In an effort to resolve Ms. [redacted]’s concerns, on April 14, 2016, T-Mobile issued her a Signal Booster. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.

T-Mobile records confirm that the line of service ending in [redacted] was cancelled on December 19, 2016, when it was ported to another provider. Ms. [redacted] was required to return the Signal Booster within 30 days from the date of this cancellation. However, the account was resumed December 19, 2016, and the number ending in [redacted] was ported back in. Due to an inadvertent error, the North America Stateside International Discounted Dialing feature was not added to the account at that time. Ms. [redacted] was still required to return the Signal Booster at that time.
Regrettably, the Signal Booster was not received as returned to T-Mobile. The billing statement dated January 20, 2017, was in the amount of $8,601.44, which included monthly access charges, $7,326.78 for international long distance charges to multiple countries, $289.99 for the signal booster, and applicable taxes. The account was cancelled once again on February 3, 2017, when the [redacted] number was ported to another provider. The final billing statement, dated February 20, 2017, was in the amount of $1,694.62, which included monthly access charges, international long distance charges of $1,440.19, and applicable taxes. This brought the balance owed to $10,292.83. As this balance remained outstanding, on May 15, 2017, T-Mobile referred the account to a third-party collections agency for collection of the balance owed. A collection fee in the amount of $1,000.00 was assessed at that time, bringing the balance owed to $11,292.83.
However, in an effort to amicably resolve Ms. [redacted]’s concerns, on May 18, 2017, T-Mobile issued a credit to her account in the amount of $9,266.44, to prorate the international calling to $0.20 per minute, the Signal Booster non-return fee, and applicable taxes. This reduced the balance owed to $2,026.39, which includes $145.19 for past-due monthly access charges, $881.20 the remaining international long distance charges, and the collection fee of $1,000.00. Ms. [redacted] may contact the collection agency handling her account, Diversified Consultants Inc., at 877-550-1981 for assistance regarding the balance and settlement options. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

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

August 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 August 20, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with his coverage. T-Mobile is aware that there are issues with congestion in the Chicago market and we are working diligently to deploy additional coverage and bandwidth in this area. T-Mobile will be implementing additional coverage as well as our 700 MHz low band spectrum beginning in 2017, which should improve Mr. [redacted]’s overall coverage experience. In an effort to amicably resolve this issue, we have applied a $94.39 credit to Mr. [redacted]’s account to bring his outstanding balance to zero. Mr. [redacted] may verify that his account has a zero balance by visiting www.T-Mobile.com. Furthermore, pursuant to Mr. [redacted]’s request, we have changed his rate plan on mobile number ending in 3402 to the $20.00 Select Choice Unlimited Talk and Text rate plan effective August 14, 2016, which will reduce his monthly cost by $30.00. Mobile number ending in 3402 will retain the $10.00 3GB data feature and the $7.00 Premium Handset Protection feature. 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. Brian W[redacted] Executive Response