T-Mobile Usa Inc

February 10, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated February 1, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding our Apple iPhone 7 Trade-Up offer. As part of our September Apple iPhone trade-up offer, T-Mobile allowed customers to trade-in their fully paid off qualifying handset to T-Mobile and in exchange receive an Apple iPhone 7 at no cost or a reduced cost after promotional monthly bill credits. However in order to qualify for this promotional offer, customers were required to be on our T-Mobile ONE rate plan or a qualifying unlimited rate plan and trade-in a qualifying handset. T-Mobile has reviewed Ms. [redacted] upgrade order and found that she agreed to trade-in her Apple iPhone 6s and Apple iPhone 5s toward the purchase of her two Apple iPhone 7 Plus 32 GB handsets. Unfortunately in our review, T-Mobile has not received Ms. [redacted]’ two trade-in handsets at our return center. As such, Ms. [redacted] was not qualified for our Apple iPhone Trade-Up offer or the monthly bill credits toward the applicable Equipment Installment Plan. In an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment of $656.25 toward Ms. [redacted]’ Apple iPhone 7 Plus associated with her mobile number ending in [redacted] and $400.25 toward her equipment associated with mobile number ending in [redacted]. Ms. [redacted]’ remaining balance on her Equipment Installment Plan associated with mobile number ending in [redacted] is $256.00. The remaining Equipment Installment Plan balance for mobile ending in [redacted] represents the unpaid portion of the $370.00 out-of-pocket cost for purchasing a Apple iPhone 7 Plus 32 GB with a trade-in of an Apple iPhone 5s. Ms. [redacted]’ remaining balance for her mobile number ending in [redacted] is zero as the out-of-pocket responsibility for an Apple iPhone 7 Plus 32 GB with a trade-in of an Apple iPhone 6s was $120.00. As Ms. [redacted] has already remitted payments totaling $113.25 toward her Apple iPhone associated with mobile number ending in [redacted], T-Mobile has agreed to waive the remaining balance. T-Mobile does regret 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. Martin [redacted] Executive Response

December 10, 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 December 7, 2015, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to the Limited Warranty Exchange process. 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 recent contact with our retail location. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 4 handset on November 15, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, Mr. [redacted] can replace his device through a post-exchange program 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, 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 reflect that Mr. [redacted] participated in the Limited Warranty Exchange process on September 21, 2015 and November 9, 2015. As a courtesy to Mr. [redacted] and in an effort to amicably resolve the matter, on December 8, 2015, T-Mobile ordered Mr. [redacted] a new Samsung Galaxy Note 5 64GB Sapphire Black handset. Although it is outside the 14 day return period provided to Mr. [redacted] at the time of purchase to return his handset, T-Mobile will allow Mr. [redacted] to return the Samsung Galaxy Note 4 handset in good working condition, within 30 days of this letter, directly to my attention at: [redacted] Upon receipt of Mr. [redacted]’s handset, T-Mobile will close the remaining Equipment Installment Plan (“EIP”) of the Note 4 handset and issue a credit of $343.64 to the balance. Additionally, T-Mobile will apply a courtesy credit of $436.35 to Mr. [redacted]’s new EIP balance on the Samsung Galaxy Note 5 handset, reducing the remaining balance to $343.64, to be paid in 13 monthly installments of $28.34 per month. On Mr. [redacted]’s January 2, 2015, billing statement, T-Mobile will apply a courtesy credit of $146.79 for the Samsung Galaxy Note 5 handset’s down payment, plus the applicable taxes. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

June 3, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

May 27, 2016, regarding the above-referenced file number. 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 his concerns within this letter. T-Mobile regrets any inconvenience Mr. [redacted] might have experienced with unlocking his mobile device. We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its history. Unfortunately, without being provided with Mr. [redacted]’s T-Mobile account number, mobile number, or the device IMEI, we are unable to complete our investigation and determine the specifics of Mr. [redacted]’s device. T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted]; therefore, he may contact me at the number below if he wishes to discuss this matter. T-Mobile also strongly recommends that Mr. [redacted] contact the third-party from whom he purchased the device. 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]-[redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

August 23, 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 9, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his international roaming charges. In late 2013, T-Mobile began offering customers on eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying T-Mobile ONE plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel.
In addition, T-Mobile recommends that Mr. [redacted] place international call blocking on each line of service on the account. Please note that this feature will block outbound international calls with T-Mobile except for the following situations:
• Dialing internationally while customers are roaming domestically on other service partners' networks;
• Sending international text messages to international mobile numbers.
• Receiving calls from international callers; and
• Calls to Canada and/or the US Virgin Islands (St. Thomas, St. John, St. Croix, and Water Island).
T-Mobile has reviewed Mr. [redacted]’s account and unfortunately we have no record of our international blocking feature being added to his account.
In the future Mr. [redacted] may www.my-T-Mobile.com to add the international block feature. Once logged in, Mr. [redacted] can follow the below instructions:
1. Select Blocking On means blocking is enabled. Off means blocking is disabled.
• To block/unblock international calling, texting, and data roaming select On or Off on the first option.
• To block/unblock international data roaming only, select On or Off on the second option.
It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.
Upon registering with the foreign network in a non-Simple Global country, customers receive a series of text messages informing them of the customer of applicable rates in the country in which they are located. The messages sent state:
• Free T-Mobile Msg: Welcome to <Vietnam>. Out of plan coverage. $0.50/text and <$5.99>/min talk. For info call us for free +1 505-998-3793
• Free T-Mobile Msg: Wi-Fi call charges are: FREE to the US, $0.20/min locally. To all other countries: long distance rates (as if originating from the US)
• Free T-Mobile Msg: CAUTION: Charges for web, email & apps while roaming up to $15/MB + tax. To opt out of data dial #763#, to opt in text #766#
Based on the warning text messages that were sent and Mr. [redacted]’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid.
In an effort to amicably resolve this matter, T-Mobile will agree to apply a one-time credit of $210.00 which represents half of the international charges applied to Mr. [redacted]’s billing statement dated August 4, 2017. Mr. [redacted]’s updated balance is $641.70 which is comprised of his remaining international usage charges and his applicable monthly recurring charges for his billing period from July 5, 2017 through August 4, 2017.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

July 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated June 27, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
We regret any account billing concerns Ms. [redacted] has experienced. T-Mobile records confirm that as of February 24, 2017, Ms. [redacted] is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $110.00, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that the third line has an additional cost of $45.00 per month and any line after the third has a cost of $20.00 per month. Please note that lines ending in [redacted], and [redacted] are each subscribed to the Jump Insurance for $12.00 per month.
T-Mobile records indicate that on November 7, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 128GB device. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $149.99 and agree to a series of 24 monthly installments in the amount of $30.00. Additionally, on April 18, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S8 Plus device. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $130.00, and agree to a series of 24 monthly installments in the amount of $30.00. Ms. [redacted] also purchased a Samsung Galaxy S8 device with a down payment in the amount of $30.00, and agreed to a series of 24 monthly installments in the amount of $30.00.
T-Mobile records indicate that on April 24, 2017, per Mr. [redacted]’s request, T-Mobile activated the fourth line on the account ending in [redacted]. With the addition of this line, the rate plan was then changed to the T-Mobile One Unlimited Talk, Text, and Data for $180.00, which provides the four lines unlimited talk, text, and data. Please note that any additional line after the fourth has a cost of $20.00 per month.
On June 7, 2017, per Mr. [redacted]’s request, T-Mobile scheduled the cancellation of the line ending in [redacted] for June 14, 2017. Please note that the T-Mobile One rate plan for $110.00 per month, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds, was made effective as of June 24, 2017. Please note that the third line has an additional cost of $45.00 per month. With insurance and equipment charges included Ms. [redacted] may expect an estimated monthly recurring charge in the amount of $281.00.
Our records indicate that the billing statement dated June 24, 2017, included a prorated charge of $6.66 for the line ending in [redacted], which was adjusted on July 3, 2017, bringing the account balance to $212.34.
In a conversation with Ms. [redacted] on July 7, 2017, she stated that originally Mr. [redacted] had requested a T-Mobile Subscriber Identity Module (“SIM”) card not a new line of service. In this conversation it has been confirmed that the line of service is no longer on the account and the charge associated to this line has been adjusted.

Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Thania R[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I returned Ms[redacted]'s call on several occasions and left voicemails each time for her to return my call. However, my attempts to reach her have been unsuccessful as well. Needless to say, I stress the urgency to speak with someone in the corporate office because the associates at the T-Mobile store did not properly inform me of all disclosures, fees and costs associated with my service. The retails associates are not thorough or clear in their delivery of company information. In my several visits to the Rhode Island Row location the Store Manager nor the retail associates did not disclose the lease buy-out options during my visit. Furthermore, while completing the enrollment at the T-Mobile store, the associate directed me to bypass the wording on the  quick service terminal (QST ) and to continue to press "Next" or "Continue" (not sure of the exact wording on the screen), because the disclosure only contained information about the credit check, having access to the credit report and verifying my personal information. If the information on the screen contained information regarding the lease buy out options and other applicable fees, the associates should not instruct customers to bypass the information. This type of behavior is unprofessional and dishonest.
In addition, I put in a request with customer service to have a supervisor contact me because I purchased two tablets from T-Mobile on two different occasions, both of which were suppose to be free because there were holiday promotions in effect. For one tablet I received a gift card, no issue there, however the additional tablet I purchased during the summer I never received a gift card for and when I spoke with customer service they ensured me that I was not paying any fees or costs for the device, only a fee for the additional line. As of April 25, 2017 in reviewing my last several bills, I continue to be charged for each tablet, when in fact, I should only be responsible for one since I used the gift card for that tablet to pay my bill and not the device itself.
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 spoke to Oscar T[redacted], an executive at T-Mobile, and he stated that the remaining 60 dollars incurred along with the international charges, will be credited by 4/22.I kindly request for the case to remain open until T-Mobile credits the remaining balance. Oscar explained that he was unable to credit the remaining 60 immediately because they fall under different cycles.I have made payments for the $50 listed by Oscar, as this was regular charges that I do accept.
Sincerely,
[redacted]

Revdex.com:
 
Hello,
 
I received a call from Robert from T-Mobile's Executive Team. He told me that they would take the defective phone back and wipe the EIP balance from my account, that all I had to do was mail it back to them. I was able to go into a different T-Mobile store and get a different phone, this has resolved my issue. I appreciate your assistance with this. This issue has been resolved to my satisfaction.
 
Thank You,
 
[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 hope there will be no more inconsistencies with my account.  
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. Thank you for all your help, T-mobile rep was a great in reponding to the complaint.Sincerely, [redacted]

November 3, 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 25, 2016, regarding the above-referenced account. We are pleased to report that Ms. [redacted]s concerns have been addressed and resolved to her satisfaction. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her handset functionality and billing concerns. We appreciate the opportunity to respond to this matter. T-Mobile records indicate that on November 24, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5 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 agreed to a series of 24 installments in the amount of $21.23 added to her monthly billing statement. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Please be advised that should a customer elect to remit an early payment to their EIP via our online my.t-mobile.com tool, or via Customer Care, any payment made will first impact any open balance owed on the account; should there not be an open balance due, the payment will post to the account and act as a credit balance, and on the following billing statement the accelerated EIP amount will post against the credit. It is important to note that EIP payments may be made with our Customer Care, My.T-Mobile.com or via our Retail Locations. Payments remitted in Retail Locations will immediately impact the EIP balance. Please be advised that T-Mobile records confirm that Ms. [redacted]s billing statement dated August 4, 2016, carried a total balance of $127.01. Please note that Ms. [redacted] was assessed $127.01 in current statement charges for monthly access, EIP, and applicable taxes and fees for service between July 5, 2016, and August 4, 2016. Ms. [redacted]s current statement charges were due in full by August 25, 2016. T-Mobile records reflect that on August 19, 2016, Ms. [redacted] elected to pay off her EIP for her Samsung Galaxy S5 handset via her my.t-mobile.com online account. Please be advised that the remaining balance of Ms. [redacted]s Samsung Galaxy S5 handset was $63.69. As Ms. [redacted]s account had an open balance, her $63.69 payment made to pay off her handset was applied against her open balance of $127.01. Accordingly, Ms. [redacted]s account balance was updated to reflect that $63.32 remained due by August 25, 2016. It should be noted that Ms. [redacted]s accelerated amount of $63.69 was billed to her account and was scheduled to impact her following billing statement. T-Mobile records reflect that on August 31, 2016, Ms. [redacted] remitted a $127.90 payment. Accordingly, Ms. [redacted]s account balance updated to reflect that $64.58 remained as a credit balance. T-Mobile records reflect that Ms. [redacted]s billing statement dated September 4, 2016, carried a total balance due of $92.67. Please be advised that Ms. [redacted] was assessed $157.22 in current statement charges; $63.69 was associated with the payoff of her Samsung Galaxy S5 handset. As Ms. [redacted]s account held a credit balance of $64.58 leading to this billing period, her current statement charges were reduced to $92.64, which was due in full by September 25, 2016. T-Mobile records reflect that Ms. [redacted] remitted a $92.64 payment on September 30, 2016. Please be advised that Ms. [redacted]s billing statement dated October 4, 2016, carried a total balance due of $93.41. Please note that Ms. [redacted] was assessed charges for monthly access, EIP, and applicable taxes and fees for service between September 5, 2016, and October 4, 2016. Ms. [redacted]s current statement charges were due in full by October 25, 2016. T-Mobile records reflect that on October 11, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Plus handset. Please note that Ms. [redacted] was required to remit a down payment of $149.99 for this purchase. Ms. [redacted] also agreed to a series of 24 monthly installments in the amount of $30.00 added to her subsequent monthly billing statements. Please be assured that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if a customer contacts Customer Care, the assisting T-Mobile representative must verify the Account Holder’s name, and last four of their respective Social Security Number unless a special password is requested and designated by the account holder. It is important to note that when customers contact Customer Care by dialing 611 from their handset or by dialing our Customer Care line at 800-937-8997, our Interactive Voice Response system will prompt the customer to verify the mobile number and last four of their Social Security Number. Should a customer not have a password set up, when they reach a representative they should be asked to verify their name. Once the account verification process is completed with Customer Care, the assisting representative may provide the assistance needed to resolve the customer’s concern. It should also be noted that should a call need to be migrated from our Customer Care Department to a specialized team for additional support and handling, additional account verification may need to be completed in order to continue with advanced assistance. Upon further review of Ms. [redacted]s account, our records reflect that on October 19, 2016, she contacted Customer Care and participated in troubleshooting efforts pertaining to her Wi-Fi connection concerns. Our records reflect that Ms. [redacted] remitted a $93.41 payment on October 30, 2016. Accordingly, Ms. [redacted]s account balance was updated to reflect a zero balance due. Please be advised that on October 31, 2016, T-Mobile contacted Ms. [redacted] regarding her concerns. It should be noted that Ms. [redacted] confirmed that she was able to correct her Wi-Fi connection concerns upon additional troubleshooting she completed. It is important to note that T-Mobile explained Ms. [redacted]s billing history with respect to her EIP payoff and advised her of additional methods in remitting payment to satisfy open EIP agreements in the future. Finally, as a gesture of good-faith, and as a courtesy to Ms. [redacted], T-Mobile offered to apply a one-time $131.35 credit to her account. Ms. [redacted] accepted this offer as a resolution to her concerns. Please be advised that Ms. [redacted]s account remains in an active status with a $131.35 credit balance, which will be used to reduce future monthly billing. 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. 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

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. Further, I appreciate the speed and efficiency with which T-Mobile addressed this concern.  I also appreciate their deletion of the negative item from my credit report.  Sincerely, [redacted]

February 7, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 25, 2017 regarding the above-referenced account.  Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms. [redacted].   
 
We regret to hear that Ms. [redacted] had any concerns regarding her T-Mobile account. According to records on November 16, 2016, Ms. [redacted] upgraded her device to an iPhone 7 32GB rose gold for $649.99 and financed the device through our Equipment Installment Plan (“EIP”). In addition to the device purchase she also purchased a Belkin USB, 2 Evo glass screen protectors, and a Mophie juice pack battery case. The total purchase for the device and accessories were $814.93.
 
At the time of purchase, Ms. [redacted] 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 $33.99 which appeared on the first bill following the purchase of the device. 
 
In addition to the above mentioned transaction, on November 16, 2016, Ms. [redacted] also purchased an Apple iPhone 6S through our EIP. Ms. [redacted] was not required to make a down payment for the new device; 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 $26.25.
 
Our records further reflect on November 19, 2016, Ms. [redacted] activated two new mobile internet lines of service. Ms. [redacted] subscribed to our Simple Choice North America 6GB of data at $35.00 per month per line of service and will receive $10.00 per month per line of service for our Mobile Internet discount per line for already having voice services, for a total cost of $25.00 per month per line of service.
 
Additionally, at the time of activation of Ms. [redacted]’s two mobile internet lines, she qualified for our 2016 Friends and Family 2 Lines On Us. From November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or Simple Choice can get up to two additional lines for free via monthly bill credits. Please note that as with many of our promotions, bill credits will be applied within two bill cycles of activation.
 
It is important to note that Ms. [redacted] is a bill current customer; this means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. Therefore, Ms. [redacted] received a bill for new the lines of service from November 19, 2016, the date of activation, through December 9, 2016, the end of the bill cycle, plus the charges from December 10, 2016, through January 9, 2017. We apologize for the bill shock it caused Ms. [redacted] and as a courtesy, have removed the prorated charges reducing the balance to just $230.37 due on February 2, 2017.
 
Please note that our records confirm that Ms. [redacted]’s promotion enrollment was completed and on December 21, 2016, she began to receive the $25.00 2016 Friends and Family 2 Lines On Us credit per line and will continue to receive the bill credits going forward monthly.
 
Although, our records reflect that Ms. [redacted] was billed accordingly for the accessories based on her EIP authorization, as a courtesy, we have closed the accessories as paid in full. Thus going forward, Ms. [redacted], will only receive charges for the EIP on the equipment purchased plus the monthly access charges.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: No attempts were mad to contact me about this situation. When attempts wee made they were from me every month about this to T-Mobile. The only attempts that were made to contact me after this matter was computer voice prompting me to a person who sounds like they were reading from a script that keep saying the same thing.  Back in November of 2016 I did report the matter and was directed to Samsung from T-Mobile about the issue. I had called before hand about the note 7 stating that I was not getting all my messages. I was being helped by a T-Mobile Tec for messaging support, And on November 26, 2017 T-Mobile was called about the fire to the Note 7. That is when the T-Mobile rep pushed my bill back to $0.00. That was on record with T-Mobile. But the situation at hand is From Decemebr 2016 to Febaury 2017 my bill went from $0.00 to $1,000.00 without my phone going off. I was told by T-Mobile on many occasions I called back to not pay a bill. There is no way my bill can be the total it was for that long period of time and m phone stay on without paying. I was under the direction of T-Mobile on what to do and not to do since November of 2016.  I am willing to pay my bill, because that is my obligation.  The issue I am not under standing is once again, when I was talking to T-Mobile Reps they were telling me what to do. Why am I being cut off of my phone when the REPS were telling me what not to pay and just keeping my lines on? How does a person line get to be that amount  for that long and not get shut down, or even cut back on with out paying? When I do speak to the T-Mobile REPS they do not understand what I am saying, send me to other people who does not know what is going on and I am on the line for hours on end to trying to get a handle on this. I know T-Mobile says my bill is $2,500.00 but once again if it got to be that amount then it was not fault of mine. I was under the direction of T-Mobile on how to handle this.
Sincerely,
[redacted]

August 18, 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 13, 2015, regarding the above-referenced account. T-Mobile makes every effort to provide complete and accurate information to our customers and is sorry to hear of any inconvenience [redacted] has experienced regarding T-Mobile’s Carrier Freedom offer. Upon reviewing [redacted]'s Early Termination Fee (“ETF”) reimbursement submission as further identified by tracking numbers [redacted] and [redacted]; T-Mobile records confirm that we received [redacted]’s submission on August 4, 2015, and that it is currently in process. Please be advised that, as stated on www.switch2t-mobile.com at the time of [redacted]’s submission, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. As this is a reimbursement offer, T-Mobile recommends that [redacted] make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Contingent on approval, [redacted] will receive his prepaid refund card within eight weeks from the above-noted submission date. 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. 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.
Sincerely,
[redacted]  [redacted]

March 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 4, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] associated to the 2016 Friends and Family Two Lines On Us offering. According to T-Mobile records, on November 18, 2016, Ms. [redacted] activated two new lines of service ending in [redacted] and [redacted] during our 2016 Friends and Family Two Lines On Us promotional period. This promotion ran from November 18, 2016 through November 22, 2016, and offered new and existing postpaid customers who activated two voice lines on T-Mobile ONE or an eligible Simple Choice rate plan the ability to receive up to two additional lines for free via monthly promotional bill credits to the account. Please note that the promotional bill credits would be applied within two billing cycles of activation.
In reviewing Ms. [redacted]’s account, we confirmed that the account billing cycle closes on the 23rd of each month. As such, the above promotion should have impacted Ms. [redacted]’s account by January 24, 2017. Nonetheless, our records indicate that on December 14, 2016, two promotional bill credits of $20.00 were issued to the account for the 2016 Friends and Family Two Lines On Us offering.
It is important to mention that on December 16, 2016, Ms. [redacted] changed her rate plan and subscribed to T-Mobile ONE rate plan for $130.00 per month with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. Please note that under the T-Mobile ONE rate plan, each added-on-line of service is billed an additional $25.00 per month.
T-Mobile records confirm that on December 24, 2016, the account was suspended as the payment processed through AutoPay, a feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, was returned unpaid to T-Mobile. As well, on December 24, 2016, a payment of $123.38 was remitted and the account was restored from suspension. As stated in the Terms and Conditions, if T-Mobile suspends a customer’s service and then later reinstates it, a fee may be assessed. Therefore, the account was assessed a $20.00 restore from suspension fee per line of service. Please note that as a gesture of good faith, on January 2, 2017, two adjustments of $20.88 for two of the restore from suspension fees were posted to the account. Also, on December 24, 2017, due to an inadvertent error, the mobile number ending in 3505 was activated as an added-on-line to the account and, pursuant to Ms. [redacted] request, the mobile number ending in [redacted] was ported to replace the mobile number ending in 3505. Additionally, the mobile number ending in [redacted] was cancelled. T-Mobile regrets any inconvenience to Ms. [redacted].
The account at this time remains subscribed to the T-Mobile ONE rate plan for $130.00 per month with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. The lines ending in [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $25.00 per month. In addition, the lines ending in [redacted] and [redacted] each have the Premium Handset Protection (“PHP”) feature for $10.00 per month per line. Based on the above, Ms. [redacted]’s estimated monthly recurring charge is approximately $140.00 plus taxes on the PHP features and including both $20.00 promotional credits under the 2016 Friends and Family Two Lines On Us offering and the $20.00 T-Mobile ONE AutoPay promotional bill credit which Ms. [redacted] also qualifies to receive.
In an effort to amicably resolve this matter, on March 13, 2017, T-Mobile reviewed Ms. [redacted]’s account and confirmed that it is currently enrolled in our 2016 Friends and Family Two Lines On Us offering. Additionally, two credits of $20.88 for the remaining two restore from suspension fees billed to the account were posted, leaving the account with a credit balance of $13.79.
Further, on March 13, 2017, upon speaking with Mr. [redacted], she confirmed that her concerns were resolved and as a courtesy, a credit of $103.43 towards the monthly recurring charges billed from December 2016 through February 2017 was posted to the account. As of March 13, 2017, the account reflects a credit balance of $117.22. T-Mobile regrets any inconvenience to Ms. [redacted]’s and appreciate her business.
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.
Aika A[redacted]
Executive Response

December 16, 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 December 14, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets the confusion regarding Ms. [redacted]’s billing statement dated November 27, 2015.  Ms. [redacted]’s billing cycle runs from the 28th of each month through the 27th of the following month and payment is due by the 20th.  Ms. [redacted] subscribes to our Simple Choice North American Unlimited Talk, Text and Data (with up to 2 gigabytes (“GB”) of high speed data and Hotspot) rate plan for $50.00 per month.  In addition, Ms. [redacted] receives a 15% monthly Government Service Discount, which provides a monthly credit in the amount of $7.50 based on her current rate plan. 
On November 12, 2015, T-Mobile issued a goodwill credit in the amount of $90.00 to Ms. [redacted]’s account; which was applied as a courtesy to credit back the $60.00 down payment that was paid August 6, 2015 when she purchased an Apple iPhone 6 Plus 16GB handset with our Equipment Installment Plan (“EIP”) option.  Please be advised that Ms. [redacted] also paid taxes on August 6, 2015 although as a one-time gesture of goodwill, T-Mobile allowed her to return the handset beyond the 14-day return period, we offered to credit $60.00 to the account and to credit the remaining handset EIP balance when the handset was returned.  In addition, we offered another $30.00 credit for other disputed charges.  When the $90.00 credit was issued to Ms. [redacted]’s account on November 12, 2015, the account reflected a $90.00 credit balance.  When Ms. [redacted]’s billing cycle closed on November 27, 2015, the monthly access charge of $44.68 (the amount after the Government Service Discount of $7.50 was applied and after taxes) was deducted from the $90.00 credit balance.  Ms. [redacted]’s billing statement dated November 27, 2015 shows the Government Service Discount with a credit in the amount of $7.50 that was applied toward the monthly access charge of $50.00 and T-Mobile confirmed that this discount has not been removed from her account.
On December 2, 2015, T-Mobile received Ms. [redacted]’s Apple iPhone Plus 16GB handset and as previously offered; we applied a credit to the account in the amount of $603.54 for the final EIP balance and final EIP installment associated with the returned handset.  On December 2, 2015, we also received Ms. [redacted]’s [redacted] branded Samsung Galaxy S 4 handset although the handset has physical damage to the LCD screen and it was returned to Ms. [redacted] as we are unable to accept damaged handsets.  Ms. [redacted] confirmed that she received the [redacted] branded Samsung Galaxy S 4 handset that we returned and informed us that she filed a claim with the USPS due to the damage to the handset that she believes occurred while the handset was shipped to us.
T-Mobile advised Ms. [redacted] that we will offer to reimburse any early termination fee, up to $350.00, upon receipt of a valid billing statement that clearly shows the amount of the early termination fee.  At this time, we have not received a valid billing statement that shows Ms. [redacted] was charged an early termination fee for porting her mobile number ending in [redacted] to us.  When Ms. [redacted] receives a detailed billing statement showing the amount of an early termination fee, she may email the billing statement to my attention to [email protected] and T-Mobile will approve a reimbursement card for the amount of the early termination fee.  Please be advised that delivery of the reimbursement card may take up to 15 business days from the date it’s requested.
Finally, a goodwill credit in the amount of $100.00 was issued to Ms. [redacted]’s account on December 7, 2015 to match our Cyber Monday offering.  At this time, Ms. [redacted]’s account reflects a credit balance in the amount of $146.32.  T-Mobile spoke with Ms. [redacted] on December 16, 2015 and explained the information above and she confirmed that the credit balance in the amount of $146.32 is accurate.  Ms. [redacted]’s next billing statement will be dated December 27, 2015 and if there is any balance due, payment will be due on January 20, 2016.
T-Mobile appreciates Ms. [redacted]’s business and we regret any confusion 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.
Ally Y[redacted]
Executive Response

Hopefully my next bill will reflect the corrections and credits. Otherwise, I will reach out to to T mobile to correct the issue. 
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]

July 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [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 27, 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 his recent device purchases and we appreciate the opportunity to address his concerns. T-Mobile records indicate that on April 13, 2017, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP) program and placed an order a Samsung Galaxy S8 Orchid Gray handset priced at $750.00.  At the time, Mr. [redacted] was required to pay $30.00 as a down payment as well as sale taxes and fees for a total of $118.34 out of pocket cost.  Later, on April 20, 2017, Mr. [redacted] placed a new handset order a Samsung Galaxy S8 Plus Orchid Gray handset priced at $850.00.  Mr. [redacted] was required to pay $569.57 total out of pocket cost which included a down payment of $494.13 as well as taxes and fees.   Further review of Mr. [redacted]’s account confirms that on May 17, 2017, Mr. [redacted] returned the Samsung Galaxy S8 Plus Orchid Gray handset and in turn we closed the EIP associated with the device.  However, due to an inadvertent error, Mr. [redacted] was not issued a refund after the handset return.  We regret any inconvenience to Mr. [redacted] regarding the delay of his refund.  Additionally, T-Mobile confirmed we were in receipt of the Samsung Galaxy S8 Orchid Gray handset.  As such, on June 29, 2017, and a refund of $118.34 was processed back to Mr. [redacted]’s credit card.    In an effort to resolve Mr. [redacted]’s concerns, on June 30, 2017, T-Mobile applied the refund in the amount of $569.57 in the form of direct transfer to Mr. [redacted]’s bank account and advised Mr. [redacted] it may take up to three business days to have the funds available.  Mr. [redacted] accepted the refunds as resolution to his 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.   Sal O[redacted] Executive Response