T-Mobile Usa Inc

July 28, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, 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 July 17, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his equipment returns 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.   T-Mobile records indicate that on March 23, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPad Pro 128GB tablet and two Samsung Galaxy S6 Edge 32GB handsets. Additionally, Mr. [redacted] purchased a Samsung Galaxy S7 32GB handset on May 23, 2016.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.    As Mr. [redacted] mentioned in his correspondence to your office on July 17, 2017, he has contacted Customer Care on numerous occasions with concerns about his monthly billing and the return of the devices purchased in March and May of 2016.  Unfortunately, T-Mobile is not in receipt of the equipment and the devices have never been scanned into our warehouse.  Upon speaking with Mr. [redacted] he was able to provide tracking information and the devices have shown no usage from when Mr. [redacted] first contacted T-Mobile with his concerns.   In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to absolve Mr. [redacted] of any remaining balance associated with the devices.  As an additional gesture of goodwill, on July 26, 2017, T-Mobile agreed to reimburse Mr. [redacted] for the total amount that he has remitted since purchasing the equipment totaling $2,035.10 and will be applied to the billing statement that closes on August 14, 2017.  The one-time bill credit will leave a credit balance on Mr. [redacted]s account of $818.13 after being applied to Mr. [redacted]’s current balance of $1,216.97.  T-Mobile has also applied a collection hold on Mr. [redacted]’s account until August 31, 2017, to allow adequate time for the bill to reflect the changes. 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.   Andrew S[redacted] Executive Response

August 13, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 8, 2015 regarding the above-referenced account.  T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. 
 
As stated in our previous response, the $10.00 JUMP!! 2 Bundle feature includes Premium Handset Protection (“PHP”).  The PHP feature is handled by an independent company, Assurant, on behalf of T-Mobile.  When a customer is subscribed to the above JUMP! feature and they require replacement of a device which has been damaged, lost or stolen, they would then call Assurant and file a claim wherein they would be required to pay a deductible to receive a replacement device.  PHP claims are not handled by T-Mobile directly and equipment cannot be replaced with PHP at a T-Mobile retail store.  When Ms. [redacted] visited a T-Mobile retail store and received a price quote on new equipment, the quote was for the purchase of new equipment through our Handset Upgrade Program.
 
Filing a PHP claim is a separate process than purchasing equipment through JUMP! or through the Handset Upgrade Program without JUMP!.  As previously advised, when a customer wants to purchase new equipment by either utilizing JUMP! or through the Handset Upgrade Program without JUMP!, and they choose to purchase the equipment utilizing the Equipment Installment Plan, they are required to pay a down payment including the taxes for the entire cost of the new equipment, and then agree to pay the remaining equipment cost in 24 equal installments.  The down payment collected at the time of purchase is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. It remains our position that Ms. [redacted] was given appropriate pricing. 
 
Nevertheless, in addition to the credit of $78.38 that T-Mobile applied on July 29, 2015, we have agreed to refund one-half of the JUMP! feature charges which were billed to her account from May 9, 2014, the date of activation, through May 7, 2015, the date of cancelation.  As such, a prepaid refund card with a balance of $75.81 will be mailed to Ms. [redacted] within seven to ten business days. 
 
Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with Customer Care and sales teams.        
 
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.
 
Brian W[redacted]
Executive Response

May 2, 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 April 22, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile records indicate that on September 23, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus 64GB handset in space gray. 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. Accordingly, due to the memory variant, Ms. [redacted] was asked to make a down payment in the amount of $99.99 and agree to a series of 24 monthly installments in the amount of $30.00. T-Mobile records confirm that on September 23, 2015, Ms. [redacted] elected to participate in our deferred trade-in program. The EIP with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the remaining open EIP balance. It is important to note that customers who chose to do a deferred trade in are provided with a pre-paid USPS mailing label in which to return the device. Upon the purchase of Ms. [redacted]’s new device she accepted the offer for a one-time trade- in credit in the amount of $331.00 to be applied to her above referenced account when her current Apple iPhone 6 Plus 16GB handset in silver with IMEI [redacted] is received in good working condition. T-Mobile records confirm that on October 18, 2015, the handset was received at the Assurant warehouse. Unfortunately, due to an inadvertent error at the time of trade in, the credit in the amount of $331.00 was not applied to Ms. [redacted]’s account. However, upon speaking with Ms. [redacted] on April 26, 2016, T-Mobile applied a one-time credit in the amount of $331.00 reducing Ms. [redacted]’s balance to a credit in the amount of $114.95. The credit balance will be forwarded to Ms. [redacted]’s next bill which will be due on June 9, 2016. 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. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her trade-in credit. 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. Shannon R[redacted] Executive Response

Tell us why here... February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] 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 21, 2018, from Mr. [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated Mr. [redacted] as an authorized user of the account.  We have made attempts to contact Mr. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets any billing concerns Mr. [redacted] may have experienced.  T-Mobile records confirm that Mr. [redacted]’s billing cycle runs from the 27th of the month to the 26th of the following month, with payment due on the 19th.  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 Interactive Voice Response (“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.A review of the account confirms that Mr. [redacted]’s payment that was due on January 19, 2018, was not received on time.  T-Mobile provided Mr. [redacted] with text messages and a billing notification providing the payment due date.  As payment was not received timely, 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] made a payment and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.  It is T-Mobile position that the restoral fees assessed to Mr. [redacted]’s account in the amount of $140.00 are valid and as such, T-Mobile respectfully declines to waive the restoral fees.  It is important to note that Mr. [redacted] would have had access to his online account at T-Mobile.com as well as access to the T-Mobile app while the account was suspended.  Furthermore, during the time that Mr. [redacted]’s account was suspended, any outbound calls would have automatically routed to T-Mobile’s financial care team in an effort to bring Mr. [redacted]’s account current. T-Mobile records indicate that payment arrangements were made with Mr. [redacted] with regard to his outstanding balance.  Upon review, Mr. [redacted] account was restored from suspension as a courtesy when a payment arrangement was created in which he agreed to remit a payment of $59.26 on January 27, 2018, and a second payment of $237.04 on February 10, 2018.  Records indicate that Mr. [redacted] made a $59.26 payment on January 27, 2018.  Mr. [redacted]’s account remains active with a current balance of $833.17 that consist of monthly access charges dating back to billing statement December 27, 2017, restore from suspension fees, equipment charges, applicable taxes and fees.  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.  Provided that Mr. [redacted] remit the second payment of $237.04 by the agreed upon date, his account will not be suspended for non-payment.Should Mr. [redacted] require additional time to remit payment for the remaining balance, after the completion of the active payment arrangement, T-Mobile encourages him to contact our Financial Care department at 800-937-8997 to see what options may be available. 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.James H[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. ALTHOUGH I STILL FEEL THAT T-MOBILE'S CONTRACTED PHONE REPAIR PROVIDER NEEDS TO IN SOME WAY HAVE BETTER DOCUMENTATION WHILE THEY ARE REPAIRING AND INSPECTING PHONES TO DISPLACE THE CURRENT SERIAL NUMBERS ETC ON A VIDEO AND SHOW THE INSPECTION IN DETAIL, OR OTHERWISE THE COMPANY CAN DO AS IT PLEASES. I THINK INSURANCE SURE BE ON EVERY PACKAGE BEING SENT FOR WARRANTY ..SINCE THE CUSTOMERS DO NOT PRINT OFF THE SHIPPING LABELS.I WILL ACCEPT TO RESOLVE THIS MATTER ONLY BECAUSE IT WOULD SEEM THAT T-MOBILE WILL NOT CLAIM THAT THE CONTRACTED COMPANIES MAY HAVE ISSUES WITH THE WAY THEY HANDLE THE EXCHANGES.P.S.Revdex.com,CAN YOU POSSIBLY LOOK TO SEE IF T-MOBILE HAS HAD SIMILAR CASES IN THE PAST, SO THAT THIS CAN BE DOCUMENTED AND FILED IN THE CORRECT PLACE ?THANK YOU SO MUCH FOR YOUR TIME AND HELP Revdex.com.Sincerely, [redacted]

June 1, 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 a letter dated May 24, 2017, 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 is pleased to report that Ms. [redacted]’ concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her handset purchases. T-Mobile records confirm that on October 31, 2016, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted] Please note that the line ending in [redacted] was already active on the above-referenced account. At the time the new lines of service were activated, Mr. [redacted]’ account was subscribed to the Simple Choice Family Unlimited Talk and Text rate plan with 6GB of data per line, for $120.00, plus taxes, per month.
Records confirm that on November 20, 2016, Mr. [redacted] activated two Mobile Internet (“MI”) lines ending in [redacted] and [redacted]. Please note that between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers who activate two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate plan. Those who took advantage of this offer were eligible to receive the two new lines of service at no cost after automatic monthly bill credits. Please be advised that Mobile Internet lines are included in this offer as long as there are two paid voice lines on the account.
T-Mobile records confirm that each billing statement from December 23, 2016, through May 23, 2017, has received the promotional bill credit. Therefore, it is T-Mobile’s position that Mr. [redacted]’ account is being accurately credited.
On October 31, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two LG K7 handsets and one LG K10 handset. Mr. [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $6.25 per LG K7 handset and $7.30 for the LG K10 handset. It is important to note that from October 21, 2016, through November 29, 2016, customers who signed up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on EIP could receive the LG K7 and LG K10 at no cost after bill credits. As Mr. [redacted]’ account was not subscribed to the T-Mobile ONE rate plan at the time of purchase, his account did not qualify to receive the promotional bill credits.
Nevertheless, in an effort to resolve the matter, on May 25, 2017, T-Mobile applied a credit of $474.97 to Mr. [redacted]’ account for the full retail cost of the handsets. As Mr. [redacted]’ account had a balance owed of $52.07 for the May 10, 2017, billing statement, the balance was reduced to a credit of $422.90. Ms. [redacted] has accepted this 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.
Diana J[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.

December 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated November 22, 2016, regarding the above-referenced account. We regret to hear the concerns Mr. [redacted] has regarding his T-Mobile account. T-Mobile records indicate that on September 22, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Silver 32 gigabyte (“GB”) handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installments. In addition, Mr. [redacted] qualified for the purchase of a Samsung Galaxy On5 handset, and an Apple iPhone 7 Rose Gold 32GB handset. On September 26, 2016, Mr. [redacted] activated T-Mobile account number [redacted] with three mobile voice lines. Upon activation of the T-Mobile account Mr. [redacted] contacted our Customer Care department and requested cancelation of account. Our records confirm the billing statement dated October 22, 2016, reflected an amount due of $1,439.97. As such, due to an inadvertent error Mr. [redacted]’s billing statement consisted of accelerated EIP charges for the three handsets placed on EIP. On October 3, 2016, Mr. [redacted] activated account number [redacted] for three lines and elected to subscribe to the Simple Choice North America Unlimited Talk, Text, and Data $80.00 monthly. In addition, mobile number ending in [redacted] subscribed to the add-a-line $10.00 monthly feature for total estimated monthly recurring charges of $90.00 less taxes and fees. On October 5, 2016, a billing statement was sent in the amount of $107.92, for services from October 5, 2016, to November 4, 2016. As payment was not remitted the amount was carried forward and reflected on the following billing cycle. Our records confirm a final billing statement dated November 5, 2016, reflected an amount due of $220.69, which consisted of the past due balance of $107.92, and current charges of $112.77. In an effort to amicably resolve Mr. [redacted]’s concerns T-Mobile has agreed to credit the balance on the account by applying a one-time credit for account number [redacted] in the amount of $1,439.97, bringing the balance to zero. In addition, T-Mobile has agreed to place a one-time credit in the amount of $220.69, on account number [redacted] bringing the balance to zero. T-Mobile records confirm neither account was referred to an outside collection agency for collection of either balances. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

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.

June 19, 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 5, 2017, 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 that Mr. [redacted] has experienced in regards to his T-Mobile bill. Our records indicate that on May 11, 2017, Mr. [redacted] activated a new line of service ending in [redacted] and purchased an LG Aristo handset utilizing T-Mobile’s Equipment Installment Plan (“EIP”) option. Mr. [redacted] was required to make a down payment in the amount of $6.00 and agreed to a series of 24 monthly installments in the amount of $6.00. On May 11, 2017, Mr. [redacted] elected to trade in an LG Aristo 16GB handset in Silver with a trade in value of $28.00, which was completed at time of activation.

T-Mobile records also confirm that on May 11, 2017, Mr. [redacted] was set up on the T-Mobile ONE All In Promo rate plan for $110.00 per month for two lines of service, taxes included. Newly activated individual postpaid T-Mobile accounts are 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. For instance, Mr. [redacted]’s billing cycle runs from the 15th of the month through the 14th. He received notice of his monthly recurring service and feature charges on or around the 17th of the month, and those charges were due on the 7th. A customer is assigned a billing cycle one to four days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle. As Mr. [redacted] activated service on May 11, 2017, he subsequently received a billing statement dated May 15, 2017, for monthly recurring charges for service from May 15, 2017, through June 14, 2017, with a due date of June 7, 2017. On June 6, 2017, the two lines ending in [redacted] and [redacted] were ported to a new carrier.
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 Retail Store. T-Mobile regrets any inconvenience to Mr. [redacted].
In an effort to amicably resolve Mr. [redacted]’s concern, on June 7, 2017, T-Mobile applied a credit in the amount of $138.00 for the remaining EIP balance of the LG Aristo leaving a balance due of $110.00 by July 7, 2017.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[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] P.S. The Revdex.com and T-Moblie both acted very swiftly to resolve this matter! Thank you.

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 11, 2017, regarding the above-referenced account. T-Mobile regrets any concern Mr. [redacted] may have encountered with his replacement(s) 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]’ visits with our retail location.
T-Mobile records confirm that on March 13, 2017, Mr. [redacted] contacted Assurant Solutions (“Assurant”), to file an insurance claim and replace his misplaced Apple iPhone 6. Please note that Assurant is a third party insurance agent that provides Premium Handset Protection (PHP”) provider on behalf of T-Mobile.. At the time of the claim Mr. [redacted] was required to pay a deductible in the amount of $175.00.
It is important to note that Assurant may provide a functionally equivalent reconditioned, refurbished and/or pre-owned device for replacement. T-Mobile records confirm that Mr. [redacted]’ Apple iPhone 6 replacement handset that he received from Assurant was a non-working device. As such, he participated in T-Mobile’s Handset Exchange program in which he received an alternate replacement of the same model device. Please note that customers are also welcome to contact the manufacture directly for post warranty exchanges.
Regrettably, the replacements were also non-working and on April 14, 2017, Mr. [redacted] elected to JUMP! his handset to the Apple iPhone 7 Plus on T-Mobile’s Equipment Installment Plan (“EIP”) option. Mr. [redacted] paid a down payment of $149.99 and agreed to 24 monthly installments in the amount of $30.00 for his new device. Additionally, Mr. [redacted] was absolved of the remaining balance for his iPhone 6.
Please be advised that from March 16, 2017, through April 4, 2017, T-Mobile Customer Care provided the following credits to compensate Mr. [redacted] for his deductible of $175.00:
• $50.00 on March 16, 2017
• $87.50 on March 20, 2017
• $38.00 on March 23, 2017
• $30.00 on April 4, 2017
As Mr. [redacted] received credits totaling $205.50 it is T-Mobile’s position that he has been over compensated for his troubles as the deductible was a valid fee assessed by Assurant. T-Mobile respectfully declines Mr. [redacted]’ request for further compensation.
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

April 10, 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 6, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] still has concerns with his billing statement.  Mr. [redacted]’s account currently has four mobile numbers and one Mobile Internet (“MI”) line of service.  Mr. [redacted] is subscribed to our Simple Choice North America Unlimited Talk, Text and Data for $100.00 per month for the first two lines of service and $20.00 per month for each additional line of service.  Mr. [redacted] has been receiving the $20.00 Add-A-Line monthly bill credit for the 4th line of service ending in [redacted] per our 2016 Friends and Family 2 Lines on Us offer.  Mr. [redacted]’s mobile number ending in [redacted] is subscribed to an optional JUMP 2.0 insurance feature for $12.00 per month and his mobile number ending in [redacted] is subscribed to the optional Simple Choice North American Stateside International discounted dialing feature for $10.00 per month.  Since Mr. [redacted] has a MI line on the account with his four voice lines, he receives a $10.00 monthly discount toward the $20.00 MI monthly access charge for our Simple Choice North American MI service, which brings his cost for the MI line to $10.00 per month for service.  Prior to any promotional credits being issued to the account, Mr. [redacted]’s monthly service charges and optional features are $162.00.   Mr. [redacted] has five open Equipment Installment Plans (“EIP”) and two open JUMP! On Demand (“JOD”) leases.  The following installment plans are being billed to Mr. [redacted]:   ·         EIP Plan ID: [redacted], started on January 13, 2017 for two Apple iPhone 7 Plus accessories: Tempered Glass and T21 Impact Clear; total cost of $69.96, zero down, 24 monthly installments of $3.34 per month; this EIP is associated with the mobile number ending in [redacted] ·         EIP Plan ID: [redacted], started on January 13, 2017 for an Apple iPhone 7 Plus 32 GB handset for the [redacted] line of service, total cost $769.99, $49.99 down payment, 24-monthly installments in the amount of $30.00 ·         EIP Plan ID: [redacted], started on November 19, 2016 for the mobile number ending in [redacted] for an LG Stylo 2 Plus handset, total cost $239.99, $0.00 down, 24-monthly installments of $10.00 ·         EIP Plan ID: [redacted], started on September 8, 2016 for an Alcatel One Touch Pop 7 Tablet for the MI line ending in 0419, total cost of $129.99, $24.00 down, 24-monthly installment of $4.42 (being credited via monthly bill credits) ·         JOD Lease ID: [redacted], started on March 9, 2016 for the mobile number ending in [redacted] for an Apple iPhone 6S 64GB handset, the lease required a payment of $153.99 at signing and 18-monthly installments of $23.00, the final purchase option will be $182.00 if the device is purchased. ·         EIP Plan ID: [redacted], started on March 9, 2016 for the mobile number ending in [redacted] for two accessories, an iPhone 6 phone case and a screen protector, total cost $79.98, $39.98 down-payment, 24-monthly installments in the amount of $1.68 ·         JOD Lease ID: [redacted], started on October 12, 2015 for the mobile number ending in [redacted] for an Apple iPhone 6S 64 GB handset, $99.99 paid at signing, 18-monthly installments in the amount of $26.00, the final purchase option is $182.00 if the device is purchased at the end of the lease.   Mr. [redacted]’s equipment charges are $98.44 per month before promotional billing credits are applied.  Mr. [redacted]’s monthly billing statement with the monthly access charges, optional features, EIP monthly installments and OD monthly installments is $260.44 before additional usage charges, taxes and fees.  In addition, Mr. [redacted] is receiving a monthly bill credit in the amount of $4.42 to the account toward the EIP for the tablet and $20.00 per month for the 2016 Friends and Family 2 Lines On Us offer, which brings his monthly billing statement to $236.02 before additional usage charges, taxes and fees.  Mr. [redacted]’s billing statement dated March 13, 2017 reflects a $40.00 credit for the 2016 Friends and Family 2 Lines on Us offer and the $4.42 2016 Tablet On Us offer.  Mr. [redacted]’s account was suspended as a result of non-payment on March 2, 2017 and the billing statement dated March 13, 2017 reflects a $20.00 restore from suspension fee per line of service.  As a gesture of goodwill, on March 2, 2017, T-Mobile issued credits totaling $69.63 to Mr. [redacted]’s account toward the restore from suspension fees.  Mr. [redacted]’s billing statement dated March 13, 2017 also included a $5.00 late fee for the bill that was due by February 6, 2017.   T-Mobile confirmed that Mr. [redacted] is being billed accurately for the services to which he subscribes and that he is receiving the appropriate billing credits for our 2016 Friends and Family 2 Lines On Us offer as well as our 2016 September Tablet On Us offer.  If Mr. [redacted] has a specific charge that he wishes to dispute, he may contact us at (800) 937-8997 or he may reach me on my number listed below.   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.   Ally Y[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Company representative continue to lie. They offered me, over the phone $110 per 3 lines. Now, they try to back up and something different. Do not accept it 
Sincerely,
[redacted]

September 1, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2017, regarding the above-referenced account.    Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number she provided associated with the closed account and as such, we are only able to provide general information regarding processes to concerns mentioned in correspondence to your office.       T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond to her 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 Ms. [redacted]’s recent contact with our Customer Care.   T-Mobile regrets any confusion regarding the Change of Responsibility (“COR”) for the above referenced account.  Please be advised that a COR is a change in billing responsibility from one person or business to another person or business.  Please note that posted billed charges cannot be moved from one account to another upon completion of a COR.  Additionally, Equipment Installment Plan (“EIP”) balance transfers can only occur within 60 days of the EIP lines having been moved to other accounts.  If an account has an EIP balance and the account is cancelled, the EIP balance will be charged in full on the final bill.   T-Mobile offer a variety of payment arrangements to aid our customers, 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. 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 844-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Melyssa G[redacted] Executive Response

March 14, 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 2, 2017, regarding the above-referenced account. We are pleased to report upon speaking with Mr. [redacted], he confirmed that this matter had been resolved to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding our “iPhone 7 Trade-Up” offering. Pursuant to the Terms and Conditions of the T-Mobile “iPhone 7 Trade-Up” offer, customers who traded-in an eligible iPhone device were given the opportunity to acquire an iPhone 7 32GB at no cost. Please note that this promotion carried a total promotional value of $649.99. In order to qualify for the promotion, the iPhone 7 32GB had to be purchased using our Equipment Installment Plan (“EIP”) offering and a qualifying handset had to be traded in to T-Mobile. In addition, it is very important to note that the promotional value was provided in two separate payouts, Trade-In Value and Monthly Promotional Credits. Please note that promotional credits are applied as long as customers continue to meet qualifications for the offer, including keeping the account active.
T-Mobile records indicate that on October 5, 2016, Mr. [redacted] purchased two Apple iPhone 7 handsets on an EIP for use with the mobile numbers ending in 3950 and 7927. At that time, our records confirm that Mr. [redacted] opted to trade-in his two iPhone 6s 64GB handsets, for an estimated trade-in value of $265.00 each, to be entered as an account credits upon receipt and inspection of the handsets at our warehouse. Please note that customers are furnished with a return mailing label to return their trade-in handsets to T-Mobile within 60 days of upgrade.
Upon review of Mr. [redacted]’s account, our records confirm that Mr. [redacted] has not yet received any trade-in value or monthly promotional credits due to the fact that T-Mobile has no record of receipt of his trade-in devices. Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile has ended the remaining EIP balance owed for his iPhone 7 handsets purchased on October 5, 2016, in the amount of $1,029.08. In addition, T-Mobile has entered an account credit in the amount of $270.92, and Mr. [redacted]’s revised account balance is a credit of $270.92. Mr. [redacted] has now received the full value of the “iPhone 7 Trade-Up” promotion of $650.00 per line, or $1300.00. 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.
Alberto V[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. I had filed another Revdex.com complaint on 7/13/15 prior to this response so I ask that you please close out that complaint as well. Sincerely, [redacted]

August 7, 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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted] and we appreciate the opportunity to address her concerns. T-Mobile records confirm that as of February 7, 2017, Ms. [redacted] is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month. Please note that the T-Mobile ONE plan includes taxes and is eligible for an AutoPay discount of $5.00 per line per month as long as AutoPay remains active. AutoPay is a free feature that Ms. [redacted] is taking advantage of which not only provides her the $5.00 discount per line but also automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.
During this time T-Mobile had an amazing promotion with the T-Mobile ONE plan that offered postpaid customers the benefit of having four lines for a total of $160.00 leaving each line at $40.00 a piece per month. T-Mobile regrets any sort of confusion in regards to this as Ms. [redacted] was under the impression that her three lines of service would be $40.00 per line for a total of $120.00. This explains the $20.00 difference Ms. [redacted] describes.
In a conversation with Ms. [redacted] on August 4, 2017, T-Mobile has explained the difference in plans depending on the total amount of lines and has offered to compensate Ms. [redacted] by providing her a total credit of $240.00 which would cover the $20.00 difference for 12 months. Ms. [redacted] has agreed to this as a resolution. Please note that this credit has left Ms. [redacted]’s account with a credit balance of $240.00.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s 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.
Thania R[redacted] Executive Response

January 27, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
We regret to hear that Ms. [redacted] remains unsatisfied with our response to your office. As previously indicated, Ms. [redacted] initially activated her account on September 20, 2013, and subsequently cancelled her account on October 3, 2013, when she transferred her number to another service provider. As such, Ms. [redacted]’s final billing statement totaled $936.48 which consisted of equipment charges, monthly access charges, applicable taxes and fees for the periods of September 20, 2013, which was the date of activation through, November 1, 2013, which was the close of the final billing cycle.
 
On October 19, 2013, a refund in the amount of $241.34 was issued to Ms. [redacted] for her equipment down payment which was accepted at the time of activation and was issued back to her original form of payment.  Furthermore, on February 3, 2014, T-Mobile adjusted the accelerated equipment charges accessed to the final billing statement, leaving the balance as $146.40, which Ms. [redacted] made the payment in full on November 3, 2016. This effectively removed the account from third party collections.
 
Although, it is T-Mobile’s position that the account was sent to collections accordingly, we have reevaluated Ms. [redacted]’s account and as a courtesy, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change.  T-Mobile regrets any inconveniences caused 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.
 
Christina S[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:this is not any fault of mine and it also my first claim dates back to june 1 st. prior to june 1st to resolve this situation and it should not reflect on my credit report. Multiply phone calls had been made and they also rejected me making a payment over the phone to resolve this issue.
Sincerely,
[redacted]