T-Mobile Usa Inc

April 11, 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 29, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] in regards to not receiving the free line of service promotion.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain [redacted] T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Ms. [redacted]’s account keeps the voice lines active then she is eligible for the free promotion.
T-Mobile records reflect that on November 21, 2016, Ms. [redacted] added a line of service with mobile number ending in [redacted] in an attempt to take advantage of the promotion mentioned above. Regretfully, it does appear that Ms. [redacted]’s account is not receiving the monthly credit for the $20.00 add a line feature for mobile number ending in [redacted]. However, on April 11, 2017 the matter was corrected and Ms. [redacted] will to receive her promotional credits going forward.
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.
Jimmie 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 not a 100% satisfactory to me, however if this is the only option I have for me then I accept it. For reference purposes, I did contact the manufacturer before contacting Revdex.com but they refused to do replace the phone. Additionally, they mentioned of not understanding how T-mobile offers these types of deals and how do they manage to make so many exchanges on phone since it is clearly not offered by Samsung directly.
This clearly shows the cell phone business is a scam!!! I will be mailing the phone out to Mr. K[redacted] today as I have been busy with Jury Duty for the past week hence apologies for the delay.
Sincerely, [redacted]

April 5, 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 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 March 21, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. **’s concerns to his satisfaction.
T-Mobile regrets any inconvenience to Mr. ** regarding his account. T-Mobile records confirm that on January 4, 2012, Mr. ** participated in T-Mobile’s now grandfathered Corporate Discount Program. Please note T-Mobile paired with large corporations to offer corporate and government discounts to their employees who sign up for T-Mobile service. Although the program is now grandfathered, any customers who had an existing discount were able to continue receiving that discount as long as the requirements were met.
One of the requirements was that customers must be subscribed to an eligible rate plan. Additionally, customers will be asked periodically to re-verify their eligibility for the program. Upon receiving notification, customers will have 30 days to visit www.t-mobile.com/verify and validate either with a work email address or by uploading their pay stub. Our records indicate that Mr. ** does not meet all of the re-verification requirements and therefore is not eligible for the corporate discount.
T-Mobile records indicate that on June 10, 2016, Mr. ** subscribed to the Simple Choice Family plan which gave the fourth line free and was a non-qualifying rate plan. Therefore, T-Mobile removed the corporate discount.
Furthermore, in an effort to amicably resolve this matter, T-Mobile agreed to change Mr. **’s rate plan back to the grandfathered Simple Choice Family Match Voice plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and 6GB’s of data. Please note that all additional lines added after the first two are billed at $20.00 each per month.
In addition, on March 31, 2017, Mr. **’s account was put back on the Corporate Discount Program and he will start to receive a 15% monthly discount within the next two billing cycles. Additionally, Mr. **’s account was given a credit of $162.00 for previous missing monthly discounts. This credit left Mr. **’s account with a credit balance of $162.00.

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

October 12, 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 3, 2015, regarding the above-referenced account. Please be advised that Mr. [redacted] has confirmed his issue has been resolved to his satisfaction. T-Mobile regrets that our service did not work out for Mr. [redacted]. T-Mobile regrets any inconvenience Mr. [redacted] experienced with regards to charges billed to the account for service during the return period and the charges for the handset he returned to T-Mobile. T-Mobile records reflect that on August 22, 2015, the above account was activated with one line of services. Mr. [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 5 handset. Mr. [redacted] paid a down payment of $99.99, plus applicable taxes, at the time of activation and agreed to a series of 24 monthly installments of $32.49 for the Samsung Galaxy Note 5 handset. Mr. [redacted] was advised that if the account was cancelled prior to the date the final installment payment was made, the open EIP balance would be accelerated and become due immediately. On September 1, 2015, Mr. [redacted] ported his mobile number out of T-Mobile which cancelled the account. The EIP for the Samsung Galaxy Note 5 handset was accelerated to be billed on the upcoming billing statement. On September 11, 2015, Mr. [redacted]’s handset was returned to T-Mobile; however, due to an inadvertent error the account was not credited for the $651.66 EIP balance for the Samsung Galaxy Note 5 handset and a refund was not issued for the $175.81 down payment and applicable taxes paid at activation. In an effort to amicably resolve this matter, on October 7, 2015, T-Mobile issued a credit totaling $651.66 for the EIP balance, and issued a courtesy credit of $46.48 for the monthly recurring charges and applicable taxes billed from August 22, 2015, through September 1, 2015. After the adjustments, the account reflects a zero balance. On October 7, 2015, T-Mobile was in contact with Mr. [redacted] and he confirmed that his banking institution has refunded him the $175.81 paid for the down payment and applicable taxes at the time activation. Mr. [redacted] has confirmed that all his concerns have been addressed. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[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 just want to mention the reason I didn't receive the credit refund was due to a mistake in the address. Citi bank did not have an apartment number listed in their address.. I believe this was an issue between T Mobile and Citi bank as T Mobile does have my correct address on file and I received their statements.
Sincerely, [redacted]

August 14, 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 7, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have successfully contacted Mr. [redacted] and resolved the matter to his satisfaction. 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 Customer Care. Our records confirm that on July 24, 2015, Mr. [redacted] elected to change his service to the promotional Simple Choice North America (NA) Unlimited Talk, Text and Ten Gigabytes of 4G LTE Data family plan for $120.00 per month. It’s important note that the Simple Choice NA Family Plan includes the addition of the Mobile without Borders feature, at no additional cost. Launched on July 15, 2015, Mobile without Borders extends the "home coverage area" of plans with Simple Global to include Mexico and Canada. With it, customers can make and receive calls on their device in Mexico and Canada just like they do in the US with no additional cost. Additionally, customers are able to utilize high-speed internet while roaming in both countries as per the network capabilities and plan allotment. On August 3, 2015, the aforementioned changes to Mr. [redacted] rate plan were reversed and the rate plan was changed to the Simple Choice Unlimited Talk, Text and 2.5 Gigabytes of 4G LTE Data family plan for $100.00 per month. Thereafter, on August 6, 2015, Mr. [redacted] contacted Customer Care, at which time the Mobile without Borders feature for $10.00 was added to the account. In an effort to resolve this matter, our records confirm that a credit of $10.00 is to be applied to each of Mr. [redacted] billing statements for the billing periods of August 27, 2015 to September 26, 2015 and September 27, 2015 to October 26, 2015, in order to offset the increased cost of the aforementioned feature following the changes made to his account. Additionally, as a means of amicable resolution and as a goodwill gesture, T-Mobile has applied a courtesy credit of $240.00 to Mr. [redacted] account, which is equivalent to the $10.00 Mobile without Borders feature paid over 24 months. Mr. [redacted] account remains active with a credit balance in the amount of $267.80. 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. Emilio S[redacted] Executive Response

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence January 25, 2018, regarding the above-referenced account.  T-Mobile is pleased to report we have resolved Ms. [redacted]’s concerns to her satisfaction.T-Mobile regrets any ongoing concerns Ms. [redacted] has had regarding her monthly rate plan costs.From September 8, 2016 through December 6, 2016, qualified postpaid customers with four or more T-Mobile ONE Tax Exclusive lines of service received a monthly bill credit to get their fourth line free.  Any combination of T-Mobile ONE Tax Exclusive voice or tablet lines of service qualified with a minimum of two voice lines of service.  T-Mobile records confirm Ms. [redacted] activated her T-Mobile account on November 25, 2016, during the period of time this offer was available, and added three voice lines of service and one tablet line of service to her account, thus qualifying for this offer.  Please note that Ms. [redacted] also added a LineLink line of service however this line is not impacted by this offer.Due to an inadvertent error, Ms. [redacted]’s account was not receiving the monthly promotional credits and we truly regret any inconvenience this may have caused.  T-Mobile’s Executive Response team has made the necessary changes to ensure the account is properly enrolled in this promotional offer, and we will remain in touch with Ms. [redacted] through the following billing cycle to ensure the credits are correctly reflected on her monthly billing statements.  Going forward, Ms. [redacted]’s monthly recurring service charges will total $165.00 plus applicable taxes and fees.  T-Mobile would also like to inform Ms. [redacted] that her T-Mobile ONE Tax Exclusive rate plan includes a monthly discount of $5.00 per line of service when the account is enrolled in AutoPay.  This would provide Ms. [redacted] with an additional $25.00 in monthly savings, reducing her monthly service charges to $140.00 plus applicable taxes and fees.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 Executive Response team.Ms. [redacted] has been provided with both the below contact number as well as the email address Liana.G[redacted][email protected] and is free to contact the Executive Response team if she has any further concerns regarding this promotional 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.Liana G[redacted]Executive Response

September 11, 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 September 4, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding or confusion surrounding the billing. T-Mobile records indicate that Mr. [redacted] cancelled his account on August 2, 2015 via a port out to another carrier. Mr. [redacted] billing cycle ran from the 8th of one month to the 7th 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, Mr. [redacted] received a billing statement totaling $129.48 for services from July 8, 2015 to August 7, 2015. These charges are considered valid and owed. Please note Mr. [redacted] account received a corporate discount each month; however as the account was not active for the full billing cycle and was in a canceled status the discount was not applied toward the August 2015 billing statement. In an effort to amicably resolve Mr. [redacted] concerns, on September 5, 2015 our Customer Care department issued a credit for the prorated charges assessed after August 2, 2015 and the corporate discount not received in the amount of $39.48. Mr. [redacted] T-Mobile account remains cancelled with a balance of $90.00 which represents charges from July 8, 2015 to August 2, 2015. Mr. [redacted] may contact our Customer Care department at [redacted] or may remit payment to the address listed on his billing statement by September 28, 2015. T-Mobile regrets any inconvenience this may have caused 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. Ty R[redacted] Executive Response

February 7, 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 January 28, 2017, regarding the above-referenced account.
T-Mobile regrets any continued inconvenience that Ms. [redacted] may have experienced in regards to her T-Mobile account.
It is important to note that T-Mobile records calls randomly for quality and compliance purposes only. As such, the phone call(s) that have occurred between Ms. [redacted] and T-Mobile will not be listened to in order for T-Mobile to determine what transpired between Ms. [redacted] and T-Mobile’s Customer Care department.
T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contacts with T-Mobile.
As T-Mobile advised Mr. Ms. [redacted] in our previous correspondence to your office, T-Mobile records indicate Ms. [redacted]’ account has been on our $120.00 Simple Choice North America Unlimited Talk, Text and 10GB with 4 Lines rate plan since July 3, 2015. There is a $20.00 additional line fee for the fifth line of service, $12.00 per line of service for Premium Handset Protection, and $4.99 for our Family Allowances feature for a total of $204.99 per month plus applicable taxes and fees.
Furthermore, as T-Mobile advised Ms. [redacted] in our previous correspondence to your office, our records reflect that Ms. [redacted] accepted an Extended Payment Schedule on July 27, 2016, for a balance of $576.92 to be billed in monthly installments of $72.11 for the next eight billing statements. The balance at that time was reduced to zero due to this arrangement.
As T-Mobile advised in our previous correspondence to your office, it remains T-Mobile’s position that the out-of-warranty fees that Ms. [redacted] was previously billed for were validly assessed to the account.
T-Mobile records indicate that on December 22, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the leasing option of the following handsets:
• An Apple iPhone 6S handset for use on the mobile number ending in [redacted],
• A Samsung Galaxy Note 5 handset for use on the mobile number ending in [redacted], and
• A Samsung Galaxy Note 5 handset for use on the mobile number ending in [redacted].
JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in 18 installments. Should the customer choose to retain the device at the end of the 18 months they are provided with a lease purchase option price to own the device. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement.
Please be advised that at the time of Ms. [redacted]’ purchases, she was not required to make a down payment and rather she agreed to pay 18 monthly installments in the amount of $25.00 plus tax on each Samsung Galaxy Note 5 handset. Additionally, Ms. [redacted] was not required to make a down payment on the Apple iPhone 6S handset and rather she agreed to pay 18 monthly installments in the amount of $27.00 plus tax. Ms. [redacted] then also agreed to pay a final purchase option price in the amount of $149.99 on each Samsung Galaxy Note 5 handset and a final purchase option price in the amount of $163.99 on the Apple iPhone 6S handset.
T-Mobile records further indicate that on December 22, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Beats by Dre Pill Plus Speaker and a screen protector and case for her Samsung Galaxy Note 5 handset. EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Based on Ms. [redacted]’s personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $12.51.
Please note that all of Ms. [redacted]’s financed equipment that is mentioned above totals an additional $89.24 per month before applicable taxes. As such, Ms. [redacted] should expect to receive an estimated monthly billing statement in the amount of $366.34 per month before applicable taxes and fees. This amount consists of her rate plan and optional features, her financed equipment, and her Extended Payment Schedule payments. However, this amount does not include applicable taxes and fees. It is T-Mobile’s position that Ms. [redacted] is being billed accurately and we respectfully decline to apply any additional compensation to the account 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 1-877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Tiffany C[redacted] Executive Response

July 7, 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] [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 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and [redacted]., and they have designated [redacted] as an authorized user of the account.
T-Mobile regrets the concerns that Mr. [redacted] experienced with his account and we are pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated his service on November 1, 2014, and attempted to take advantage of the following promotion:
• Refer-A-Friend program
Starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive $50.00 for referring friends and family to open a new postpaid account with T-Mobile. As can be expected, there are several eligibility requirements for each of the above promotion; some of these requirements were met and others were not. Our records reflect that Mr. [redacted] did not meet all of the requirements for Refer-A-Friend program as the submission was not placed to receive the $50.00 credit.
Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, upon speaking with him on June 25, 2017, T-Mobile applied a onetime courtesy credit in the amount of $550.00, equivalent to 11 referrals at $50.00 per referral. The credit resulted in an account balance of $78.63 due on July 20, 2017. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sharon B[redacted]
Executive Response

July 18, 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]  Family Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced account. T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile.
T-Mobile is sorry to hear of any concerns that Ms. [redacted] experienced regarding her final billing. Family Mobile records indicate that on April 24, 2017, Ms. [redacted] was alerted via text message of the availability of her new billing statement, in the amount of $84.57, for services during the dates of March 24, 2017 to April 23, 2017, which was due by May 12, 2017. Please be advised that when payment was not received for this balance, it was added to the following billing statement as a past due balance.
Family Mobile records next indicate that on May 6, 2017, Ms. [redacted] cancelled her account when she ported her mobile numbers to another service provider. Please be advised that under Section 4 of Family Mobile’s Terms and Conditions of service, which were agreed to at the time of activation state: “You can cancel a line of service, but will remain responsible for all usage and Charges incurred through the end of your current billing cycle.”
Please be advised that Ms. [redacted]’s final billing statement was delivered via U.S. Mail to Ms. [redacted]’s address of record, and was dated May 24, 2017, for services during the dates of April 24, 2017 to May 23, 2017, in the amount of $83.83, which was due by June 11, 2017. Including the past due balance, the total final balance owed for the account was $168.40. Please be advised that the final balance was accurately assessed and is valid and owed for service charges through Ms. [redacted]’s final cycle. In addition, please be advised that we no records to indicate that any misinformation was provided with regard to the balance owed for Ms. [redacted]’s account.
However, please note that as a courtesy to Ms. [redacted], on July 3, 2017, Family Mobile issued an account credit in the amount of $39.97 for the prorated service charges following port-out, reducing the balance owed to $128.43, which was paid in full on July 8, 2017. In addition, please be advised that pursuant to Family Mobile policy, Ms. [redacted] was assessed a $5.00 Payment Processing Fee, which occurs when a customer opts to remit a payment with Family Mobile Customer Care representative. As an additional courtesy to Ms. [redacted], Family Mobile has issued a prepaid refund card in the amount of $5.00 to be delivered at Ms. [redacted]’s address of record within ten business days. Please be advised that we would respectfully decline Ms. [redacted]’s request for additional compensation with regard to this matter. For questions regarding approved refund, please contact Citibank at 1-800-522-7458. Family Mobile regrets any inconvenience 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. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM, 87190. Family Mobile Customer Service is also available to assist you from 6am - 9pm PST at 877-760-8760.
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

October 31, 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 October 31, 2016 regarding the above-referenced account. 
 
We regret to hear that Mr. [redacted] has concerns regarding our LG Tablet On Us Bundle Offer.  From November 11, 2015 through December 3, 2015, eligible customers were able to receive an LG G Pad 8.0 on us by signing up for a 1 GB or higher Mobile Internet plan and purchasing an LG G4 or an LG V10 on our JUMP! On Demand (“JOD”) lease program.  Customers were responsible for any applicable down payments and taxes at the time of purchase and agreed to a twenty-four month Equipment Installment Plan (“EIP”) on the tablet at a cost of $9.99 monthly.  As long as customers remained in an eligible Mobile Internet plan, they would receive a $9.99 monthly bill credit to cover the EIP charge.  If customers cancel or downgrade their service, they are disqualified from the offer and the EIP credit would stop.  As always, T-Mobile recommends the purchase of optional insurance products for all equipment so that it may be replaced in the event of loss or theft.
 
T-Mobile records reflect that on November 27, 2015 that Mr. [redacted] qualified for and took advantage of the above-referenced LG Tablet On Us Bundle Offer with the lease of his LG G4 handset.  Thus should Mr. [redacted] cancel the Mobile Internet Plan prior to the end of the twenty-four month EIP agreement, the monthly bill credit would no longer apply.
 
However, as Mr. [redacted] is a valued and tenured customer with T-Mobile, in an effort to amicably resolve the matter, on October 31, 2016 we have cancelled the Mobile Internet number ending in [redacted] as he has requested.  Additionally, we have closed and credited the associated EIP as well.  Mr. [redacted] will not be billed again for the Mobile Internet plan or the tablet.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
 
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location when he agreed to the terms of the 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.
 
David T[redacted]
Executive Response

November 8, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.
 
T-Mobile is sorry to hear that Ms. [redacted] concerns with service availability and that she ch[redacted] to disconnect her new service with T-Mobile while within her buyer’s remorse period.  T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced.  We also regret hearing of Ms. [redacted]’s concerns with her account’s final balance. Please be assured we make every effort to provide complete and accurate information to our customers.  We apologize if Ms. [redacted] feels that this was not her experience when contacting our Customer Care department.
 
T-Mobile records confirm that Ms. [redacted] activated her T-Mobile account on August 23, 2016, with mobile number ending in [redacted]. T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs.  If Ms. [redacted] found that the service was not acceptable, she has the option to cancelled service within this period and only been responsible for the service charges, fees and taxes incurred through the date of cancellation. 
 
Records further confirm that she canceled her service on September 1, 2016, when she ported her mobile number to a different service provider. Ms. [redacted]’s billing cycle ran from the 24th of one month to the 23rd 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 September 23, 2016, the end of her billing cycle.
 
Ms. [redacted]’s account currently reflects a balance in the amount of $87.43 which consists of monthly service charges for the billing periods from August 24, 2016, through September 23, 2016. It is T-Mobile’s position that the balance is valid and owed. 
 
Although outside of T-Mobile policy, as a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, on November 5, 2016, T-Mobile issued a onetime bill credit to the account in the amount of $87.43.  Ms. [redacted]’s account remains canceled and it reflects a zero balance. Please note that Ms. [redacted]’s account was not transferred to a third party collection agency and no negative information has been reported to the credit bureaus.  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.
 
Maggie R[redacted]
Executive Response

April 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 April 18, 2016, regarding the above-referenced account. We are pleased to confirm that Mr. [redacted] is satisfied with our resolution. We regret to lose Mr. [redacted]’s business and regret any concerns regarding his account. On October 15, 2015, T-Mobile records confirm Mr. [redacted] ported out two lines ending in [redacted] and [redacted] to another carrier. Please be advised the port-out of these two numbers resulted in the corresponding cancelation of the two numbers; however, this left three remaining T-Mobile lines active on Mr. [redacted]’s account. As these lines remained active, Mr. [redacted] continued to incur monthly service charges and equipment installments for three devices. T-Mobile records indicate that on July 5, 2014, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment and/or paying taxes on the retail cost of the handset at the time of purchase and agreeing to pay the remaining balance in 24 installments. Please be advised however that if a customer has an open 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. T-Mobile records further indicate that on November 10, 2015, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand offering with the lease of an Apple iPad Air 2 tablet and an LG V10 handset. Please be advised however that JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. When the account and remaining three lines were canceled on February 20, 2016, the remaining EIP balance of $110.00 for the Samsung S5 was accelerated and posted to the final billing statement dated March 9, 2016. Furthermore, T-Mobile records confirm on March 2, 2016, Mr. [redacted] returned the iPad Air 2 tablet and LG V10 to a T-Mobile retail location successfully, however, did not pay the remaining lease payments agreed upon at the time of purchase, which led to the acceleration of the remaining lease balance of each device totaling $765.00 which also posted to the final billing statement dated March 9, 2016. Please note this final billing statement included the above accelerated equipment charges, unpaid monthly service and EIP charges, international call charges, late payment fees, tax and additional government fees totaling $1,720.55. It is T-Mobile’s position that this final account balance is valid and owed. In an effort to amicably resolve Mr. [redacted]’s concerns however, T-Mobile provided an account credit of $1,534.89. This credit brings Mr. [redacted]’s account to a balance of $185.66 that will remain valid and owed. T-Mobile has placed a 90-day collection hold, set to expire July 18, 2016, to prevent collection activity on the account and to allow Mr. [redacted] to remit payment. Mr. [redacted] accepted this as resolution to his concerns. 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. Kimo C[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:Mr. H[redacted] response is not truthful.  Mr. H[redacted] did speak with me on 9/15/17 and he said I never signed up for T-Mobile One.  See invoice where I signed up for T-Mobile one on 3/2/17 order #1165547763.  I tried to have the SIM Card T-Mobile sent to me on 3/2/17 activated  and  yet no representative would activate the SIM card as they could not find my order.  I called over 10 times to have the extra line activated but to no avail.  Finally, I went into the Bayfair Store and they still would not activate my line.  Finally, I complained to the FCC and Revdex.com.  Mr. H[redacted] states that my line ending in [redacted] will be credit as a new line.  It is an old line that I have had for over 2  years.  When I ordered the new line I order a Texas Area Code which would have been a 6th line free.    I am not in agreement to credit a line I have been paying for  years.  I want the telephone line I was promised.  If you look at the invoice above it shows I changed to TMobile 1 on 3/2/17....yet T Mobile has not confirmed that I have been upgraded to T Mobile One. Mr. H[redacted]'s letters states I have 5 voice lines plus including my free line ending- in [redacted].  [redacted] is a paid line.  I have the following lines that have always been activated prior to 3/2/17 and they are 1) [redacted], 2) [redacted], 3) [redacted]  4) [redacted]  and 5) [redacted] and a wifi band that I am paying for.  Adding a line with their promotion would have been a 6th line free for the agreed upon price of $160.00 per month.    Additionally, I did provide the sales person with my bankcard for the billing of this upgrade.  Mr. H[redacted] states auto pay would provide a $25.00 credit.  Yet the plan I signed up for says auto pay would provide a $45.00 credit, thus a $20.00 difference.   It should be noted that the sign up date for T Mobile one was 3/2/17 not August 18, 2017.The text of Mr. H[redacted] letter seems to be a one way conversation with himself because Mr. H[redacted] has not asked me if I am in agreement to him crediting a line I already pay for.  As he told me on 8/15/17 he is merely answering my complaints to not get fined by the FCC and others.  I would like what I ordered for the price I was quoted....nothing more....nothing less.Please do not close this complaint.  I need a representative at T-Mobile to work amicably with me.  But this way of writing untruths behind my back is not working.  
Sincerely,
[redacted]

July 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 July 19, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her closed T-Mobile account. Ms. [redacted] activated her account on November 12, 2012, at which time she agreed to keep her service active for 24 months. Ms. [redacted] then requested cancellation of her service on November 12, 2012. As this was prior to the agreed upon terms, Ms. [redacted] was assessed a $50.00 early termination fee on the final billing statement. It is T-Mobile’s position that the early termination fee is valid. Additionally at the time of Ms. [redacted]’s cancelation, her Equipment Installment Plan which was established on October 7, 2013, for her Blackberry Curve was billed in full as she elected to cancel prior to the payoff of her installment plan. Ms. [redacted]’s final billing statement included the payoff of $84.00 for her Blackberry Curve. Please note, on October 5, 2013, account notations support that Ms. [redacted] was informed that she would be purchasing the Blackberry Curve for $168.00, however the cost would be placed on Equipment Installment Plan which provided monthly payment for 24 installments. We regret any confusion to Ms. [redacted]. As such, Ms. [redacted]’s final balance was in the amount of $164.27 which included her final EIP amount owed, her early termination fee and unpaid monthly recurring charges for services rendered from October 27, 2014, through November 1, 2014. As Ms. [redacted]’s balance is considered valid, and payment was not received her account was referred to an outside collection agency on February 18, 2015. It is T-Mobile’s position that the balance is valid. In an effort to amicably resolve this matter, T-Mobile has issued a credit of $164.27 to the above-referenced account bringing the account to a zero balance. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

June 21, 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 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] has experienced with his T-Mobile account and expected reimbursement. T-Mobile records confirm Mr. [redacted] participated in our Early Termination Fee (“ETF”) Reimbursement program on January 30, 2017.
In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required.
On December 9, 2016, Mr. [redacted] met the promotion requirements for one mobile number ending in 4376. Mr. [redacted] traded in a device and received a trade-in credit of $100.00. T-Mobile records confirm the bill submitted by Mr. [redacted] did not reflect the ETF charged from the previous carrier and as such, the ETF reimbursement was denied.
However, upon speaking with Mr. [redacted], in an effort to amicably resolve this matter, T-Mobile has offered to provide a credit for the ETF of $250.00. Mr. [redacted] accepted the amount as a bill credit towards the EIP on the 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[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]

Complaint: [redacted]
I am rejecting this response because:The root of this complaint lies with the fact that four different employees from T-Mobile, both in the store and over the phone, either told my husband or myself, or made it seem to my husband or myself, that after we paid the last $27.00 on each of the iPhones that we would then have paid off our lease on the phones, and would thus own them (I am not addressing the iPad because we have no issues with that bill). Thus, we decided that we would be fine paying the last $27.00 on each of the phones to own them and be able to do whatever we wanted to do with them. Not a single employee mentioned anything about a “purchase option price” that we would need to pay if we did not return the phones to T-Mobile, which is why my husband and I believed that after paying the last $27.00 on each phone we would own them. While the explanation from T-Mobile about the bill is helpful, it does not change the fact that we were severely misinformed by four separate T-Mobile employees about the status of our lease on the phones. A T-Mobile ce representative admitted that four separate employees gave us the wrong information. My husband and I chose to act on this misinformation, and are now faced with a much larger bill because four employees were unable to properly do their jobs. The proposed solution by T-Mobile is not something that addresses this problem. Instead, T-Mobile is seemingly proposing a solution that they know is most likely not feasible for us. We were lead to believe by four separate T-Mobile employees that we would own the phones after paying $27.00 on each of them. The issue then, is the “purchase option price” which we were never told about. It is frustrating that T-Mobile’s remedy to this situation is to act like they are doing us a favor by being willing to accept the phones back and subsequently ‘waive’ this charge. That is exactly what would have happened if we were informed by one of the four employees that we would need to return the phones in order to have our final bill be the lower amount that each of them quoted us. Thus, T-Mobile is not offering a solution to our issue with them, and is instead trying to pass off offering the ability to act on knowledge we should have been given previously, by one of the four employees as a solution to our issue with them. As such, this does not constitute a remedy to our issue, and is instead T-Mobile backtracking to offer what should have been offered to begin with. 
Sincerely,
Mrs. [redacted]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account. We are pleased to report that Ms. [redacted]’ concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her Equipment Installment Plan (“EIP”) billing and refund concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records indicate that on August 12, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S7 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.
Please be advised that Ms. [redacted] was not required to remit a down payment for this purchase, however she was required to remit payment for the sales tax and shipping costs for the handset and agreed to a series of 24 installments of $28.34 added to her monthly billing statements.
At the time Ms. [redacted] purchased her aforementioned equipment she was provided a 20 day return period which allowed her to use the device to see if it met her needs. Should Ms. [redacted] have not been satisfied with the device, she was able to return it for the absolution of the remaining EIP balance and receive a refund for any taxes paid for the handset.
Due to an inadvertent error, when Ms. [redacted] returned her Samsung Galaxy S7 handset, the associated EIP was not closed. As such, Ms. [redacted]’ account was assessed applicable monthly installments on each of her subsequent monthly billing statements.
Please be advised that on January 19, 2017, T-Mobile’s Handset Research Team verified that her handset had been received and as such, T-Mobile absolved Ms. [redacted]’ remaining EIP balance and issued $141.70 in account credits for the handset. Additionally, T-Mobile issued a refund in the amount of $47.60 to Ms. [redacted] card used for the original order.
On January 31, 2017, T-Mobile contacted Ms. [redacted] and advised her of the changes made to her account with respect to her returned Samsung Galaxy S7 handset. Please note that Ms. [redacted] acknowledge the receipt of her refund. Please note that Ms. [redacted]’ account remains active with an updated balance of $182.82 for services prior to January 24, 2017.
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 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