T-Mobile Usa Inc

June 17, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 10, 2015, regarding the above-referenced account.   In hercorrespondence with your office Ms. [redacted] states she has not received arefund.  T-Mobile records indicate on May27, 2015 a refund check was approved in the amount of $262.80.  Ms. [redacted] was advised the refund wouldarrive within seven to ten days. Please be advised T-Mobile refundsare typically sent in the form of a prepaid Citibank card.  As Ms. [redacted] requested a paper check theprocess for sending the refund unfortunately took longer than usual.  T-Mobile has confirmed the refund check inthe amount of $262.80 was approved and mailed on June 15, 2015.  T-Mobile contacted Ms. [redacted] on June 15,2015 and advised the refund should arrive within seven to ten days.  T-Mobile regrets any inconvenience this mayhave caused Ms. [redacted].   Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC.  [redacted]Executive Response

July 21, 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 July 9, 2017, regarding the above-referenced account. T-Mobile records indicate that the account holder is [redacted] and he has designated [redacted] as an authorized user.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile promotion. On September 9, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. On September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24-month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
T-Mobile records confirm that on September 16, 2016, Mr. [redacted] purchased an iPhone 7 with 128GB of memory on an EIP for his mobile number ending in [redacted]. Mr. [redacted] was required to remit a down payment of $99.99 and agreed to 24-monthly installment charges of $27.09. T-Mobile received Mr. [redacted]’s iPhone 6 serial number [redacted] trade-in and he received his $165.00 trade-in credit in two ways; a credit of $137.92 was applied to his account balance on September 27, 2016, and $27.08 to his monthly EIP. Accordingly, Mr. [redacted] is receiving his remaining Apple credit of $484.99 in 24-monthly promotional credits of $20.21 on his mobile number ending in [redacted].
Our records further indicate that on September 16, 2016, Mr. [redacted] purchased an iPhone 7 with 128GB of memory on an EIP for his mobile number ending in [redacted]. Mr. [redacted] was required to remit a down payment of $99.99 and agreed to 24-monthly installment charges of $27.09. T-Mobile received Mr. [redacted]’s iPhone 6 serial number [redacted] trade-in and we found that the “Find My iPhone,” feature was still enabled on the device therefore; Mr. [redacted] did not receive his $165.00 trade-in credit nor his monthly EIP promotional credit.
However; in an effort to amicably resolve this matter, on July 13, 2017, T-Mobile closed out the remaining balance on the iPhone 7 on the mobile number ending in [redacted] in the amount of $379.10. On July 13, 2017, T-Mobile mailed a prepaid refund card to Mr. [redacted] in the amount of $270.89 for his payments paid toward the iPhone 7. In addition, T-Mobile applied a credit of $259.20 to the account for a free month of service. Mr. [redacted] will continue to receive his monthly promo credits of $20.21 on his iPhone 7 for his mobile number ending in [redacted]. Mr. [redacted] accepted this as a resolution. As of July 19, 2017, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
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.
Ligia M[redacted]
Executive Response

June 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 June 2, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account. T-Mobile records indicate that on May 14, 2017, T-Mobile Customer Care offered to apply a credit in the amount of $190.00 for the remaining balance of Ms. [redacted]’s Samsung Galaxy S6 Edge 32GB device.
However, due to an administrative error, the credit was applied to the incorrect handset. Upon speaking with Ms. [redacted] on June 5, 2017, she was informed that Customer Care had reversed the credit applied towards the Samsung Note 5 device and waived the remaining balance for Samsung Galaxy S6 Edge as offered. T-Mobile is pleased to confirm that Ms. [redacted] accepted the information provided as a resolution. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted]
Executive Response

December 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile payment. Our records indicate that on November 27, 2016, Mr. [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $22.51 and December 25, 2016, in the amount of $90.05. It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customer. On December 8, 2016, Mr. [redacted] remitted a cash payment in the amount of $22.51 at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement date. T-Mobile regrets any inconvenience to Mr. [redacted]. On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr. [redacted]’s original form of payment totaling the amount $61.98 which he will receive within three business days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I would like for someone to contact the real victim in this complaint, my son.
Sincerely,
[redacted]

October 3, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It...

May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 26, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] experienced. T-Mobile records confirm that Ms. [redacted] canceled her account on June 1, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 19th of one month to the 18th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through June 18, 2016. As a courtesy to Ms. [redacted], T-Mobile issued a credit to the account in the amount of $70.00 for the pro-rated charges incurred from June 2, 2016, through June 18, 2016. Please note that on September 28, 2016, T-Mobile contacted Ms. [redacted] at which time she remitted payment in the amount in the amount of $53.35 which was the remaining balance after the bill credit. Ms. [redacted]’s account is currently canceled and reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

October 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 28, 2016, regarding the above-referenced account. T-Mobile attempted to contact Ms. [redacted] but we were unsuccessful in reaching here, therefore we will make every effort to fully address her concerns in this letter. T-Mobile records confirm that, on September 12, 2016, we offered to apply a credit of $749.76 to Mr. [redacted]’s account which is equivalent to the cost of the Samsung Galaxy Note 4 that was financed via T-Mobile’s Equipment Installment Plan (“EIP") offer on April 25, 2015. At that time, T-Mobile agreed to provide Ms. [redacted] with a Samsung Galaxy Note 7 as a replacement for her non-working Samsung Galaxy Note 4 as opposed to utilizing T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a new or like-new replacement handset of the same or equivalent model by collecting a Service Warranty Processing Fee which can range from $5.00 to $20.00. By providing Ms. [redacted] with the credit of $749.76 as well as the new Samsung Galaxy Note 7, she was essentially paying only the difference in the cost of the two devices in order to receive her replacement. In addition to this offer, T-Mobile also agreed to send Ms. [redacted] a brand new, un-opened, Samsung Galaxy Note 5 at no cost for use while she awaited inventory replenishment of the Samsung Galaxy Note 7. T-Mobile records confirm that, on September 12, 2016, an order for the Samsung Galaxy Note 5 was placed and subsequently delivered on September 15, 2016 via overnight shipping at no cost. At the time the order was placed, the full $791.78 cost of the order was scheduled to be billed to Mr. [redacted]’s account on the following billing statement. T-Mobile records confirm that, as of September 28, 2016, this amount has been credited in full as promised. It is T-Mobile’s position we have gone very far above and beyond our normal policies and guidelines in working with Ms. [redacted] and no further exceptions will be made in regards to this matter. T-Mobile regrets any confusion Ms. [redacted] may have experienced regarding the return date for the Samsung Galaxy Note 5. Upon further review of Mr. [redacted]’s account, T-Mobile has confirmed that an order for a Samsung Galaxy Note 7 was delivered to Mr. [redacted]’s billing address on October 3, 2016. As promised, T-Mobile has applied a credit of $749.76 to the EIP balance for this device reducing the unpaid balance to $30.24 which will appear on the following billing statement. In accordance with T-Mobile’s original offer, we ask that Ms. [redacted] return the Samsung Galaxy Note 5, and all accessories included in the original packaging, no later than October 21, 2016 to the following address: T-Mobile USA, Inc. Attn: Liana 1201 Menaul Blvd NE Albuquerque, NM 87107 Once T-Mobile receives the device, it will be inspected to confirm it is in good working condition with no liquid or physical damage. Ms. [redacted] will incur a non-return fee of up to $50.00 for any missing accessories such as the charger or USB cable included in the original packaging with the device. Please note that, if the device is not received by October 21, 2016, or is received in non-working or damaged condition, the credits totaling $791.78 will be reversed and the cost will be owed in full. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:T mobile is good at twisting the truth.  130 dollars is a long ways from 776 dollars she claim to owe.I received two phone here in carolina and my grand in oregon received 2 later as part of the deal.  My son turned in 4 phone to complete the deal 3 almost new.Auto pay never discuss if I did if so T mobile would never turn off my service if they had my card info. You would just took your money. I never new when the bill was due. Went their in jan to pay bill and was told computer was jammed wait til feb.  Went back in feb big over inflated bill 578 dollars.  She stated plan was cancelled due to none payment.  If enrolled in auto pay do I need to pay in person.  See t mobile commercials air today what being advertised sounds good but will trick you .
Never received no tablet from t mobile but was charged for one and a line.  Grand daughter phone never worked. Told them several time never removed the charges.Free unlimited text and data not true.  t mobile lure in and do not keep their part of the deal.Where are my phones nothing you say is true. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:T-Mobile is saying I returned the device on January 31st which is a lie.  If you check the following tracking number you will see. [redacted]  Why can't they just accept that I waited 2 months for any sort of resolution?
Sincerely,
[redacted]

June 13, 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 31, 2017 regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his billing and payment arrangements on his account. On February 20, 2017, Mr. [redacted]’ account was activated with four mobile lines of service subscribed to our T-Mobile One 4 Line rate plan with taxes and fees included, for a monthly recurring charge (“MRC”) of $180.00. Mr. [redacted]’ billing cycle goes from the 29th of each month to the 28th of the following month. In addition, Mr. [redacted] added a fifth line of service ending in 3999 for an additional amount of $25.00 per month.

On March 1, 2017, Mr. [redacted]’ first bill generated reflecting a balance in the amount of $205.00 due by March 21, 2017, for services from March 1, 2017, through March 28, 2017. On March 2, 2017, Mr. [redacted] requested for Autopay to draft from his account on the fourth of every month. In order to meet this request, a bill cycle date change was applied to the account. This moved the bill cycle dates to the 14th of the month to the 13th of the following month.
Please note that on March 4, 2017, T-Mobile processed a $20.00 goodwill credit toward Mr. [redacted]’ account reducing the balance to $185.00. Additionally, T-Mobile received a payment for Mr. [redacted] account for $100.00. On March 5, 2017 there was another payment of $85.01 made toward the account leaving a credit balance in the amount of $0.01.

It is important to note, when performing a bill cycle date change, prorated charges are expected due to the offset of billed days on the monthly bill. In Mr. [redacted]’ case, his following billing statement was assessed prorated charges from March 29, 2017, through April 13, 2017, in the amount of $103.95. Additionally, Mr. [redacted] was charged his normal MRC of $205.00, Android Marketplace charges of $12.96, and a late payment fee of $5.00, for a total balance of $326.90 due by May 6, 2017.
T-Mobile applied goodwill adjustments to the balance in the amount of $8.90, reducing Mr. [redacted]’ balance to $318.00 due on May 6, 2017. Please be advised that on May 12, 2017, Mr. [redacted]’ line ending in 3441 was canceled reducing his MRC by $25.00 monthly and was provided a prorated credit of $0.83 for services from the date of cancelation through the end of the cycle leaving a balance due of $317.17.

On May 16, 2017, a bill generated reflecting as past due balance of $317.17 for services through May 13, 2017, and new charges in the amount of $195.84 for services from May 14, 2017, through June 13, 2017, reflecting a balance due of $513.01 which T-Mobile confirms is valid and owed.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan C[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]

Revdex.com:The reason we are accepting this response is because something is better than nothing. We do not take this response lightly, nor do we feel it is a fair response. T-Mobile gave use a credit of $135.00 for my phone, which I owned, not for the phone in question that was leased by [redacted] Further[redacted], T-Mobile prides themselves on customer service which has been nothing but horrible since we joined and that is very disappointing. My husband spoke to three different T-Mobile customer service representatives until he got to one that apologized for the "inconvenience" and that "someone will be calling him back due to the fact that not many employees are familiar with how this program works because it is so new." No one called him back. The only reason we got a call back is because we made this complaint with the Revdex.com.The employee at T-Mobile that we signed up with ensured us that the "jump" program was eligible and they would pay his final bill from our previous provider. As far as I know, when I go somewhere I trust the employee to have the knowledge of their services provided. Everything we have heard from a T-Mobile employee has been a lie. T-Mobile employees have also told us that the "jump" program at one time was eligible until corporate told them that it was no longer eligible. Last, but not least, I asked several times for Ruben at the office of the CEO to send me our signed contracts showing that we accepted the terms and conditions and he "beat around the bush" sending me a website showing the terms, which is not a legal or binding document. Thanks.Disappointed and lied to,[redacted]

November 3, 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 October 28, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his military discount. 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. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. Mr. [redacted] would qualify for a military monthly discount upon receiving verification of the following: • Veterans Identification Card, Veterans Advantage card, or Veteran documentation • DD Form 214 • Military Retiree account Statement • Honorable Discharge Paper However, in an effort to amicably resolve this matter, on November 3, 2015, T-Mobile attached Mr. [redacted]’ government discount with the Department of Defense (IL) and he will receive a monthly discount of 15%. Please note that it may take up to two billing cycles for the discount to appear on Mr. [redacted]’s billing statement. Also, Mr. [redacted] has been advised that his bill cycle will change from closing on the 19th of every month to the 26th and he should receive a prorated bill for his next billing cycle. As an additional courtesy, on November 3, 2015, T-Mobile applied a courtesy credit of $150.43 to Mr. [redacted]’s account for his monthly access charges from October 19, 2015 through November 18, 2015 due on November 11, 2015. Mr. [redacted] accepted the credit as a resolution to this matter. As of November 3, 2015, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. 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

February 23, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have encountered regarding her account. T-Mobile records confirm that on August 10, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two new Motorola Z2 devices. At the time of Ms. [redacted]’s purchase, she was asked to make a down payment of $30.00 for each device, pay the taxes on the full retail price of the devices, and she agreed to a series of 24-monthly installments of $30.00 per device. Please note a $101.00 trade-in credit was accepted by Ms. [redacted] for her HTC One, which was applied towards the down payment of her purchase.
With regards to the Carrier Freedom offer, there are several eligibility requirements for the above promotion. In order to qualify for the offer, customers, like Ms. [redacted], must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com. As indicated on the website, approval may take up to eight weeks from the date of submission to be received. Accordingly, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
Regretfully, T-Mobile records confirm that Ms. [redacted]’s Carrier Freedom submission was denied on September 14, 2017, as the EIP balance for her devices were less than 60 days old. As such, it is T-Mobile’s position that Ms. [redacted] does not meet the requirements for reimbursement. Nevertheless, in an effort to amicably resolve this matter, T-Mobile agreed to honor the full terms of the Carrier Freedom offer. As such on February 19, 2018, T-Mobile processed a refund in the amount of $762.24 for the remaining balance on the EIP for Ms. [redacted]’s devices. Please note the refund was sent via a prepaid MasterCard which may take up to ten business days to be delivered. T-Mobile regrets any inconvenience to Ms. [redacted] and is glad to confirm she accepted the refund 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.
Abigail P[redacted] Executive Response

March 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 March 4, 2017, regarding the above-referenced account. Please be advised that T-Mobile has been unsuccessful in gaining contact with Ms. [redacted]. As such, we will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records indicate that on August 26, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Note 7 handsets. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Please be advised that Ms. [redacted] was asked to remit a down payment in the amount of $69.99 for each of her handsets, and further agreed to a series of 24 monthly installments in the amount of $32.50 per handset added to her monthly billing statements.
As has been widely reported, Samsung announced a world-wide recall of their highly regarded Galaxy Note 7 model handset. Upon learning of the recall, T-Mobile put in several processes in place to facilitate the return of any Note 7 handsets that our customer had in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled-out to our Retail Stores immediately. We certainly apologize if any of our employees failed to follow that process for Ms. [redacted].
Upon review of Ms. [redacted]’ account, our records reflect that she returned her aforementioned Samsung Galaxy Note 7 handsets to our Retail Location, and took advantage of our EIP offering with the purchase of two Samsung Galaxy Note 7 Version 2 handsets. Please note that our records reflect that this was completed on September 23, 2016. Please note that Ms. [redacted] was asked to remit a $69.99 down payment for each of her replacement units, and agreed to a series of 24 monthly installments in the amount of $32.50 per handset.
Regrettably, after Samsung released their replacement Galaxy Note 7 model device, the replacement versions were soon recalled as well. Please note that T-Mobile followed our original process and offered full refund to customers who had purchased a version 2 of the Samsung Note 7 model device.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated December 8, 2016, carried a total balance of $883.43, with $188.30 considered past due for services prior to November 9, 2016. Please note that Ms. [redacted] was assessed $695.13 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from November 9, 2016, through December 8, 2016. Ms. [redacted]’ past due amount was immediately due,. And her current statement charges were due in full by January 1, 2017.
T-Mobile records reflect that the last payment posted to Ms. [redacted]’ account was on December 18, 2016, in the amount of $119.30. At which time, Ms. David account balance was updated to reflect that $764.13 remained due.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated January 8, 2017, carried a total balance due of $1451.21. Please be advised that after credits and adjustments, $745.13 was considered past due. Ms. [redacted] was assessed $706.08 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from December 9, 2016, through January 8, 2017. Ms. [redacted]’ past due amount was immediately due, and her current statement charges were due in full by February 1, 2017.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated February 8, 2017, carried a total balance due of $2,145.77. Please be advised that after credits and adjustments, $1432.21 was considered past due. Ms. [redacted] was assessed $713.56 in current statement charges for monthly access, EIP, and applicable taxes nad fees for service from January 9, 2017, through February 8, 2017. Ms. [redacted]’ past due amount was immediately due, and her current statement charges were due in full by March 1, 2017.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated March 8, 2017, carried a total balance due of $2586.57. Please be advised that after credits and adjustments, $2,126.77 was considered past due. Ms. [redacted] was assessed $459.80 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from February 9, 2017, through March 8, 2017. Ms. [redacted]’ past due amount was immediately due, and her current statement charges were due in full by April 1, 2017.
It should be noted that upon additional review of Ms. [redacted]’ Samsung Galaxy Note 7 handset credits, on March 13, 2017, T-Mobile determined that Ms. [redacted] was due an additional $344.96 credit. Accordingly, T-Mobile applied a one-time $344.96 Note 7 recall adjustment on Ms. [redacted]’ account which yielded an updated account balance of $2,141.61.
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]’ contact with our Retail Location and 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.
Jason A[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:More lies from this terrible company. Not counting the day the refund was processed, it has been over 3 business days, plus a weekend. I am in shock that your company has deceit so engrained into its culture that even in response to the Revdex.com you can’t fulfill your promises. Originally, simply returning my money as promised would have been sufficient to resolve this issue. However, moving forward I will be needing assurances and proof that your company is working to solve the culture of dishonesty and taking advantage of the customer to accept this complaint as resolved. I can not believe your company is this manipulative, but here we are.
Sincerely,
[redacted]

April 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 13, 2016, 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. T-Mobile regrets any continued frustration Ms. [redacted] has with her above account. T-Mobile records confirm that on October 27, 2014, we applied credits totaling $375.00 to Ms. [redacted] closed account to bring her outstanding balance to $135.75. Further records confirm that on November 10, 2014, Ms. [redacted] contacted the third party agency handling her account, I.C. System, Inc., and remitted payment in the amount of $50.41, which reduced her balance to $85.35. Ms. [redacted] advised that this payment was supposed to settle her account balance in full. Unfortunately, I.C. System, Inc., did not report to T-Mobile that the account had been settled in full. As such, on January 18, 2015, Ms. [redacted] account was referred to another agency, Allied Interstate and finally on October 23, 2015, her account was referred to Credence Resource Management for collection purposes. In an effort to amicably resolve this issue, we have applied a credit of $58.20 to Ms. [redacted] account. Therefore, Ms. [redacted] account will be removed from collections and the remaining balance of $27.15, which consists of the remaining collection fee will be waived within 48 hours. As such, Ms. [redacted] account will remain closed with a zero balance and any negative information reported to her credit file should be removed within 90 days. 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

March 24, 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] and [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] is one and the same person. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that the above-reference account was activated on July 19, 2003, with mobile number ending in [redacted]. Our records show that on October 16, 2007, Mr. [redacted] activated additional line ending in [redacted]. On June 8, 2009, Mr. [redacted] activated additional line ending in [redacted]. Further records indicate that Mr. [redacted] ported out mobile number ending in [redacted] on February 3, 2010, to another service provider. On March 11, 2010, Mr. [redacted] cancelled mobile numbers ending in [redacted] and [redacted].
It is important to note that Mr. [redacted]’s account billing cycle began on the 9th of the month and ended on the 8th of the following month due on the [redacted] of that following month. Please be advised that Mr. [redacted]’s billing cycle was change two times from 2003 through 2010, due to customer request and corporate discount terms. Mr. [redacted]’s billing cycle from the 9th to the 8th was effective as of December 9, 2019, and remained his billing cycle up until the date of cancellation.
T-Mobile records reflect that Mr. [redacted]’s account had carried a past due balance since December 5, 2008. However, Mr. [redacted]’s account was able to remain active as he made partial payments to the account. Our records indicate that Mr. [redacted]’s last payment was for $200.00 on May 5, 2010. The current balance of $1,188.59 is reflective of: Final billing cycle form March 9, 2010, through April 8, 2010, due May 1, 2010, in the amount $1,588.59 which includes $200.00 Early Termination Fee’s and a past due amount of $1,188.59. Please be advised that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this debt.
Please be advised that from June 30, 2010, through February 28, 2017, the above-referenced account has been assigned to multiple 3rd party collection agencies. On February 28, 2017, the account was assigned to Enhanced Resource Centers where the account remains.
T-Mobile records indicate that on July 12, 2011, Mr. [redacted] activated mobile number ending in [redacted] on account number [redacted]. On September 3, 2013, Mr. [redacted] activated additional line ending in [redacted]. On December 17, 2014, Mr. [redacted] activated mobile number ending in [redacted] which was transferred to another account on January 6, 2016. On January 13, 2016, Mr. [redacted] activated mobile internet line ending in [redacted]. Lastly, on February 25, 2017, Mr. [redacted] activated mobile internet line ending in [redacted].
By purchasing T-Mobile equipment, customers receive a one-year Limited Warranty provided by the manufacturer of their device. Our records show that mobile number ending in [redacted] was subscribed to our Premium Handset Protection (PHP) feature for $12.00 per month from October 25, 2016, through February 15, 2017. PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, in-warranty and out-of-warranty malfunctions of their handset. T-Mobile records indicate that on February 15, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung J7 with IMEI [redacted] along with accessories wherein he paid a down payment of $67.14 and agreed to 24 monthly installments of $10.00. Additional records confirm that the above Samsung J7 was mailed to [redacted] Ave S Apt [redacted], which was the address on Mr. [redacted]’ account. Please be advised that the address was not updated until February 15, 2017, to [redacted] [redacted] [redacted].
Further records show that on February 22, 2017 the Samsung J7 above was returned to T-Mobile and therefore the EIP loan was closed and the balance waived. Unfortunately, due to an inadvertent error, the down payment for Mr. [redacted]’ February 15, 2017, equipment order was not refunded.
Further records confirm that on February 28, 2017, Mr. [redacted] purchased another Samsung J7 with IMEI [redacted] which is currently in use with mobile number ending in [redacted]. Mr. [redacted] paid a down payment of $9.99 and agreed to 24 monthly installments of $10.00. Therefore, Mr. [redacted] is not being charged for the Samsung J7 he purchased on February 15, 2017.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 24, 2017, T-Mobile has offered Mr. [redacted] to remove $400.00 for Early Termination Fee’s from the original account [redacted] as a gesture of goodwill. Additionally, T-Mobile has offered to credit $67.14 to Mr. [redacted]’s account number [redacted] for the upfront costs of his returned Samsung J7 and accessories explained above. Mr. [redacted] is welcome to contact me at the number below and or via email at [redacted]@T-Mobile.com by April 24, 2017, to accept our offer.
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

Complaint: [redacted]
I am rejecting this response because:  tmobile was the cause of numerous suspensions on my account. I've contacted Tmobile on several occasions where I was charged a suspension fee and the representative confirmed  that it was due to T-Mobile is error.  There were occasions where I was the cause of my suspension but for the past year or so I've been continuously and consecutively charged suspension fees for every month.  I contacted Tmobile to have my line  canceled on March 29 due to the fact that my service was so horrible. For lines on my account continuously have dropped calls that see no service and I have never received any compensation from Tmobile for this issue. I pay them nearly  $400 every month and have such horrible service. Tmobile rep I spoke to on March 29 confirmed that my line would be canceled on 9 April but my online was canceled on 3 April without my consent.  I believe that I should receive some form of credit or compensation for my horrible service as well as for the continuously charged suspension fees that were caused due to Tmobile's error. I am not willing to make a payment on the balance that is now due on my account until I receive better service.
Sincerely,
[redacted]

Revdex.com:
I spoke with Ms Sanchez today and will get the information that I faxed over to her via e-mail, as stated there was only one charge disputed any returned to me for 5/19, any of the other charges that were rejected by Master Card were never refunded back to my card provider nor they have contacted me. We are working to get this resolved. 
Sincerely, [redacted]