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 April 7, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.

T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. T-Mobile records confirm that on January 18, 2016, Mr. [redacted] contacted T-Mobile Customer Care to report having poor service inside his home. During troubleshooting, Customer Care was able to confirm that a 4G LTE Cellspot, a unique device that boosts customer’s indoor coverage, would help improve Mr. [redacted]’s indoor coverage and was offered a 4G LTE Cellspot at no cost. Please note that the 4G LTE Cellspot devices are T-Mobile owned devices and customers are notified at the time of order that if not returned upon cancelation of service, there is a $138.00 non-return fee that is assessed to the account.
T-Mobile records confirm that on February 14, 2017 Mr. [redacted] ported his mobile number ending in [redacted] out to another carrier closing his T-Mobile account. On that date, a prepaid return label was mailed to Mr. [redacted] to return the 4G LTE Cellspot. As the 4G LTE Cellspot was not returned, Mr. [redacted] was assessed a $138.00 non-return fee and applicable taxes totaling $147.49 on his billing statement dated March 19, 2017, which is valid and owed. However, as a courtesy, on April 6, 2017, T-Mobile applied a credit of $75.00 to discount the fee for Mr. [redacted] leaving a difference of $72.49 due in which he submitted a payment for on April 7, 2017.
In an effort to amicably resolve this matter, on April 10, 2017, T-Mobile issued a refund in the amount of $72.49 to Mr. [redacted] to refund him for his payment for the non-return fee of the 4G LTE Cellspot. He should allow seven to ten days for delivery. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted]
Executive Response

April 4, 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 30, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] via email, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. Please note that the email sent to Ms. [redacted] provided the below contact information.
T-Mobile regrets any further concerns Ms. [redacted] has experienced regarding our previous response dated March 24, 2017, regarding her account concerns. As stated in our aforementioned response, T-Mobile records confirm that, on February 3, 2017, a payment in the amount of $254.64 posted to Ms. [redacted]’s account. However, as this payment did not bring the account to a current status, on February 4, 2017, Ms. [redacted]’s account was suspended for non-payment. Anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
On February 14, 2017 a billing statement generated reflecting a past due balance of $468.24 and new charges in the amount of $45.22 for a total balance due of $513.46. Due to continued non-payment, on March 2, 2017, Ms. [redacted]’s account was cancelled for non-payment.
Records confirm that, on March 3, 2017, a payment in the amount of $369.51 posted to Ms. [redacted]’s account at which time her balance was reduced to $143.95 which was due on March 7, 2017. It is important to note that on page one of Ms. [redacted]’s billing statement dated March 15, 2017, the above-referenced payment and outstanding balance are reflected. Additionally, on March 3, 2017 as payment was received, Ms. [redacted]’s service was restored from cancelation. T-Mobile has confirmed that Ms. [redacted] has no other T-Mobile accounts.
According to our records, on March 17, 2017, T-Mobile sent Ms. [redacted] an SMS text message to the line ending in 0251 advising her of her outstanding balance of $143.95 which was due immediately and payment was needed to prevent further service interruption. Please be advised that T-Mobile did not received further payments toward the account balance.
In an effort to resolve the matter, on March 23, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $143.95 to update her past due balance and bring her account to a current status. As such the balance was updated to a balance due of $232.62 which consists of monthly access charges, monthly Equipment Installment Plan charges, monthly JUMP! On Demand lease installments, applicable taxes, and fees for the billing statement dated March 15, 2017, and is due on April 7, 2017. It is T-Mobile’s position that this balance is valid and owed. Ms. [redacted] can contact our Customer Care department at 1-800-937-8997 to make arrangement for payment or may remit payment to the address listed on her billing statement.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. T-Mobile regrets any inconvenience 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.
Brandon 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 spoke with T-Mobile's Executive Office - on March 17, 2017. I was advised T-Mobile would honor the promotion and I would receive the equipment and the newly activated line at no charge. On March 20, 2017 I received the equipment (Samsung J7).  Later that afternoon I was contacted by T-Mobile representative (Nicole) who honored her word and called me back concerning this issue. She also informed me that T-Mobile would be able to add the promotion to my newly activated line and she needed my approval to proceed. I assured her I was pleased with the final outcome and she confirmed she was adding the appropriate "No Charge" code to my account.  I spoke with Nicole's supervisor (Joe) to let him know how much I appreciated the Resolution efforts made by Nicole to assist me and make things right for the customer.  I would also like to thank the Revdex.com for mediating this process to a successful conclusion.
Sincerely,
[redacted]

Tell us why here...
June 12, 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 May 30, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
T-Mobile records reflect that Ms. [redacted] purchased an iPhone 7 Plus 32GB on April 18, 2017. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee of $5.00, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile records indicate that prior to Ms. [redacted]’s contact with T-Mobile executive office, she was provided with a handset exchange at no cost for mobile number ending in 2003. T-Mobile records further indicate that per tracking number [redacted] the order was returned to the sender since it required a signature. Additionally, T-Mobile records indicate that Ms. [redacted] was also provided with a $50.00 credit towards the account on May 2, 2017, to cover the cost of the warranty processing fees she incurred.
However, upon speaking with Ms. [redacted] on June 8, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $308.00 for the remaining balance of the iPhone 7 Plus. The credit that was applied towards the handset reduced the balance to a zero balance. T-Mobile is delighted to confirm Ms. [redacted] accepted the credit as a resolution and we regrets any inconvenience to her.
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

April 5, 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 is pleased to advise that Mr. [redacted]’ concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience to Mr. [redacted]. T-Mobile records indicate that on October 22, 2015, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) lease offering with a Samsung Galaxy S 6, and the trade if of a Samsung Galaxy Note 4 handset. At the time of Mr. [redacted]’ lease signing, he was not required to remit a capital cost reduction payment, agreed to 18 monthly installments of $24.00, and a purchase option price of $147.99.
From December 22, 2015, through November 25, 2015, T-Mobile was running a promotion wherein customers that initiated a lease of a Samsung Galaxy S6 handset and traded-in a qualifying handset could receive a credit of the monthly cost of the lease payments. As Mr. [redacted]’ lease met the requirements, his account was enrolled in the promotional offer. It is important to note that should Mr. [redacted] choose to purchase the handset following the completion of the lease, he is subject to the agreed upon purchase option price, listed above.
After speaking to Mr. [redacted] on April 1, 2017, T-Mobile issued a credit in the amount of $147.99 toward the purchase option price of the Samsung Galaxy S 6 handset. As of the date of this correspondence, Mr. [redacted]’ lease remains closed, with a zero balance due for the purchase. 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.
Ronnie A[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Tmobile has satisfied my account and has taken steps to correct an error on their part. I never received a bill for the services outlined and have been a customer since 2002 and still am as of today, May 24, 2016 with the phone number noted as having the outstanding balance still on my current account which is in good standing. 
The Tmobile representative, Oscar, who called me to clear this matter after so many before him were unable to do so, was very helpful and happy to help me. I appreciate his prompt response and eagerness to both hear my complaint and work with me to resolve the issue. Sincerely, [redacted]

November 29, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      Mrs. [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 22, 2016, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Mrs. [redacted] regarding being charged for a non-working handset. Please be advised that on June 29, 2016, a handset replacement was ordered for Mrs. [redacted]’s non-working handset, and it was shipped to her on June 30, 2016.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.  Our records do not indicate that we received the non-working handset, as such; Mrs. [redacted] was charged $400.00 for the non-return fee and applicable taxes. 
 
Mrs. [redacted]’s monthly billing statement that was generated on November 11, 2016 in the amount $501.68 for monthly service charges from September 11, 2016 through November 10, 2016 and a non-return fee plus applicable taxes. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may.  The account may be reported to the credit bureau while a balance remains outstanding.  It is important to note that as of the date of this letter, Mrs. [redacted] account has not been assigned to a third party collection agency.
 
T-Mobile records confirm that Mrs. [redacted] canceled her account on November 12, 2016 when she ported her mobile number to another service provider.  Mrs. [redacted]’s billing cycle ran from the 11th of one month to the 10th 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. 
 
As a courtesy, an in an effort to amicably resolve this matter, T-Mobile placed a credit in the amount of $400.00 to Mrs. [redacted]’s on November 29, 2016 bringing her balance to $101.68 for monthly service charges from September 11, 2016 through November 10, 2016 plus applicable taxes that is past due. In addition, T-Mobile will follow up on Mrs. [redacted]’s next billing statement credit Mrs. [redacted]’s final billing statement for monthly service charges after November 11, 2016 plus applicable taxes. Mrs. [redacted] has accepted this as 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.
 
Christopher R[redacted]
Executive Response

Please cancel this dispute. It has been resolved.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although saying I'm sorry is amiable and accepted it doesn't fix a thing. It doesn't take a genius to know the whole idea of a group plan is a comprehensive service at a reduced cost. Unfortunately with that comes different personalities in regards to paying their portion of the bill. To penalize an individual who pays makes, poor business sense. The fact that in an attempt to resolve the matter, you made a commitment, which cascaded into a version of "Abbot and Costello's Who's on first" with no resolution, clearly shows Tmobiles inabilities at a corporate level. In addition dodging my phone calls for an update was pretty insulting. I've been in corporate communications my entire adult life as a field tech "gee what a surprise". Tmobile's ability in representing the "Office of the President" is lacking in basic customer relations skills. Hopefully there will never be a next time, but if so try picking up the phone. Talking to a customer directly as in "hey we screwed up, then we screwed up again, goes a long way, it shows class in customer service. Instead of dodging my calls, feeding me voicemail, and to even close the matter you sent me a voicemail message via the Tmobile network rather than talkto me directly. Is that how the Tmobile "Office of the President" wants to be represented?As of today September 25 2015, I consider this matter closedSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much Revdex.com.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although if I may make a suggestion to TMOBILE to not send false verification messages making customers go through so much to have validated.Sincerely, [redacted]

December 22, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 9, 2015, regarding the above-referenced account. Upon speaking with Ms. [redacted], T-Mobile determined [redacted] and [redacted] is one and the same person. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her handset. T-Mobile records indicate that on October 10, 2015, Ms. [redacted] qualified and purchased an Apple iPhone 5C 16GB Pink Certified Pre-Owned handset, utilizing T-Mobile’s Equipment Installment Plan (“EIP”) offering. At the time of purchase, Ms. [redacted] was not required to make a down payment. Ms. [redacted] then agreed to 24 monthly installments of $8.34. T-Mobile is committed to providing customers a number of options to obtain high-quality mobile devices for everyone in their family. One of our most cost effective options would be our NEW2U Certified Pre-Owned (“CPO”) program, the NEW2U CPO program offers our customers NEW2U devices that go through a rigorous 80 point inspection to ensure that they are within T-Mobile’s approved standards operational parameters and only devices in excellent physical condition are offered for sale. T-Mobile regrets if Ms. [redacted] received a handset with non-Apple parts. In an effort to amicably resolve the matter, on December 15, 2015, T-Mobile sent Ms. [redacted] a replacement Apple iPhone 5C 16GB Pink Certified Pre-Owned handset. Once received, Ms. [redacted] can return the non-working handset, in good working condition, within 30 days of this letter, directly to my attention at: Executive Response Attention: [redacted]Albuquerque, NM 87107 Ms. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-[redacted]. Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

July 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 9, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to the suspension of his services. T-Mobile records confirm that Mr. [redacted]’s billing cycle ran from the 20th of the month to the 19th of the following month, with payment due on the 12th. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. A review of the account confirms that Mr. [redacted]’s payments that were due on May 12, 2016 and June 12, 2016, were not received on time. T-Mobile provided Mr. [redacted] with calls, text messages, and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment on June 6, 2016 and July 7, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service, for a total of $240.00. T-Mobile records confirm that as of July 9, 2016, a payment of $235.24 was received, reducing the account to a zero balance. In an effort to amicably resolve the matter, and as a courtesy to Mr. [redacted], on July 12, 2016, T-Mobile applied a courtesy credit of $139.40 to Mr. [redacted]’s account, for the restore from suspend fees from the June 6, 2016 non-payment suspension, bringing the account to a credit balance of $139.40. Please note that Mr. [redacted]’s restore from suspend fees from the July 7, 2016 non-payment suspension, will apply to the August 12, 2016 billing statement. On July 12, 2016, T-Mobile has applied a courtesy credit of $134.58 to Mr. [redacted]’s pending restore from suspend fees, therefore, the charges will not impact his next billing statement balance. Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:I have reached out to the contact and we have been unable to successfully reach the agent. The issue still comes to that my decisions were based on the false information given by the representative in the store which were inaccurate at best. the contracts entered were made based on false information. Had I been told the truth there would not be an issue.
It is true part of my issue has been resolved reinstating my plan to the lower cost. As the additional line added was never needed or asked for.This line has been canceled. However there is still the issue of the phone purchase that was made when it was not needed. I hope to be able to talk to the TMobile customer service representative. I will reach out again to the provided customer service  4/13 in hopes to sync with them.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I sent the bills today and one final bill is still awaited from [redacted]. Once that comes, I will send that too. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

February 2, 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 28, 2017, regarding the above-referenced account. T-Mobile regrets any handset billing concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] qualified for and took advantage our Jump! On Demand lease with a Samsung Galaxy Note 5 handset on September 16, 2015. At the time of Mr. [redacted]’s lease signing, he was not required to make a capital cost reduction payment, agreed to 18 monthly instalments of $29.00, and a purchase option price of $177.99 plus applicable taxes. As a courtesy to Mr. [redacted], on January 31, 2017, T-Mobile closed the lease of the Samsung Galaxy Note 5 handset. Additionally, on February 6, 2017, at the close of Mr. [redacted]’s current billing cycle, Mr. [redacted] will be issued a credit in the amount of $256.93 for the final two lease payments, as well as the purchase option price. T-Mobile regrets any inconvenience MR. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 17, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke to Mr. [redacted] and he confirms that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has in regards to his account. T-Mobile records indicate that Mr. [redacted] intended to take advantage of the following promotions:
• 2017 Q2 LG Tablet Bundle Offer;
• Google Home with LG G6 purchase;
As can be expected, there are several eligibility requirements for each of the above promotions; Mr. [redacted] did meet the requirements for the 2017 Q2 LG Tablet Bundle offer. However, due to an inadvertent error, Mr. [redacted] was not receiving the promotional credits.
With regard to the Google Home with LG G6 promotion Mr. [redacted] did not meet the eligibility requirements as he did not purchase a LG G6 handset. It is important to note that this promotion was offered by the manufacturer and T-Mobile did not facilitate this offer. T-Mobile regrets any misunderstanding to Mr. [redacted] in regards to this promotion
On April 9, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the following devices:
• LG V20 for $480.00, with no down payment and $20.00 per month for 24-months.
• LG G Pad X for $240.00, with no down payment and $10.00 per month for 24-months.
In an effort to amicably resolve this matter, T-Mobile absolved the remaining EIP for the LG G Pad X. Furthermore, T-Mobile applied a credit in the amount of $150.00 leaving a revised credit balance of $150.00 towards Mr. [redacted]’s account. T-Mobile respectfully declines Mr. [redacted]’s request to have the LG V20 adjusted. T-Mobile regrets any inconvenience to Mr. [redacted].
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 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.
Nicole C[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Going over the data points in the response. Christinia claims that on Oct. 28 (a day after I was removed from my account) I was added back as an authorized user. Both my son and I deny that and demand proof if that strange (to say the least) event.Thank you for your help in achieving TM admissions  that my account was inadvertently changed and having it repaired by restoring my original plan. That happened as a result of our recent phone conversation - otherwise my plan would have cost me more. And it still remains to be seen when I get my next bill in Set. 13. Alto they would have needed to refund me the extra $200+ and prorated month's overcharge in order to completely restore me. I believe that I am at a $100 shortfall looking at the credits applied compared to the extra charges.In addition I did not receive any $5/line credits for auto pay - which I had until they messed up Obviously I could not continue with auto pay in this situation and since they caused my removing it they should be responsible to honor it. Ms. S[redacted] promised me an email after our phone conversation confirming our agreement - an email I never received. During our phone call we discussed the 2 erroneous charges - one for a 411 call I never made and a $25 charge for a cell spot router that is in addition to the 2 that I already have. She promised to look into that and remove the charge.I appreciate the corrections and acknowledgements made by TM and wish this dispute never had to happen. It showed an earlier case of bad faith in TM - is an unfair business practice of tM. I am glad you have it for your records. And I am glad to have in writing (again) that TM intends to bill me as agreed.Thank you.[redacted]  
Sincerely,
[redacted]

December 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 December 12, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.
We regret any inconvenience to Mr. [redacted] regarding our JUMP! On Demand (“JOD”) lease program and we appreciate the opportunity to address his concerns. T-Mobile records indicate on October 31, 2017, Mr. [redacted] took advantage of his JOD upgrade option and leased two Apple iPhone X 64GB Space Gray devices for the lines ending in [redacted] and [redacted]. The new devices were priced at $747.99 each and Mr. [redacted] agreed to 18 monthly installments of $41.56 and a Purchase Option Price (“POP”) of $252.00 each. For both lines of service, Mr. [redacted] turned in both his previous Apple iPhone 7 Plus 32GB Black devices and the leases were effectively closed that same day. However, as Mr. [redacted]’s billing cycle had just started on October 25, 2017, the new billing statement included both the lease charges for both iPhone 7 Plus devices for a total of $68.59.
It is important to note, as device upgrades with our JOD program would have to be done in the middle of a billing cycle, it is inevitable to avoid being charged for both the previous device and the new device on the same billing statement. T-Mobile has provided this information to Mr. [redacted] for future reference.
Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concern, on December 15, 2017, T-Mobile applied a credit of $68.59. Mr. [redacted] accepted the credit and the explanation of the JOD lease charges as resolution to his concerns. On December 16, 2017, Mr. [redacted] remitted a payment for a revised balance of $251.76 leaving his account at a zero balance. We regret any inconvenience to Mr. [redacted] regarding this matter and we appreciate his time and efforts in resolving it.
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.
Sal O[redacted]
Executive Response