T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: According to my T-Mobile Purchase Contract, none of the disqualifying details or information appears anywhere on this Receipt/Contract.  Nor did any of the T-Mobile sales personnel mention anything about line cancellaitons.  However, today is my 30th day to resume my T-Mobile connection cancelled.  I will resume the cancelled connection today.  I am willing to pay for the time up to today, as long as I am reconnected with the promotional credits.  Attached are copies of my receipt/contract that has no information about cancellation of lines/promotional credit loss.
Sincerely,
[redacted]

August 31, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] had in regards to his experience with T-Mobile’s customer service. T-Mobile records indicate on August 20, 2016, Mr. [redacted] spoke with our Customer Care department who advised to add a new line of service it would be an additional $30.00 per month. On August 29, 2016, we spoke with Mr. [redacted] and confirmed he is currently on our $80.00 Simple Choice North America Unlimited Talk, Text and Data for two lines of service. Mr. [redacted] is paying $15.00 for 6GB Data & Smartphone Mobile HotSpot on his line ending in [redacted] and the 2GB Data & Smartphone Mobile HotSpot on the new line ending in [redacted] does not incur additional monthly charges. T-Mobile has confirmed that Mr. [redacted]’ is on the best available rate plan that includes two lines of service. If Mr. [redacted] would like to lower his monthly access charges he may remove the 6GB data plan to add the 2GB feature mentioned above. Upon speaking to Mr. [redacted] he stated he was satisfied with his new rate plan and he was advised he may review his rate plan options and available features online at MyT-Mobile.com. 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Daniel R[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]

September 21, 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 12, 2015, regarding the above-referenced account. We apologize for any inconvenience Mr. [redacted] may have experienced with his recent attempt to establish services with T-Mobile. Please be advised that T-Mobile may use third-party Service Partners to help service our customers. These employees are contracted by T-Mobile and trained in use of T-Mobile's systems and tools. Additionally, they are held to the same standards of professionalism and policy adherence as any other representatives of T-Mobile. This is outlined in our Privacy Policy under the Disclosure of Personal Information Section which can be found online at www.T-Mobile.com. Please be assured however, that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our Telesales Department. Our records indicate that on September 10, 2015, Mr. [redacted] contacted our Telesales Department and proceeded to activate his account with T-Mobile. At that time, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a certified re-manufactured Sony Xperia Z1 device. Our records confirm that the device was shipped via UPS to Mr. [redacted] mailing address. However, our records also confirm that Mr. [redacted] refused delivery of the aforementioned device. Thereafter, on September 16, 2015, T-Mobile confirmed the successful receipt of the aforementioned device at our national distribution center. Please keep in mind that it can take up to seven to ten business days for Mr. [redacted] to receive a refund for his equipment purchase. Additionally, in Mr. [redacted] correspondence to your office, he advises of his intent to cancel his account with T-Mobile. As such, T-Mobile has agreed to honor Mr. [redacted] request to cancel his account. Additionally, as T-Mobile has determined there was no usage on the above-referenced account an adjustment has been issued for the entire balance of $15.86. The account remains closed and reflects a zero balance. Mr. [redacted] may disregard the next billing statement as all new monthly recurring charges created will be adjusted after the bill has been generated. 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. Emilio S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: T-Mobile isn't trying to resolve my issue. Even with the FCC auction concluding, they have no plans to better the coverage in Wisconsin. I'm not asking for new towers right now, I'm asking if T-Mobile will ever add new frequencies in my area in the near future. Thank you.
Sincerely,
[redacted]

August 12, 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 August 10, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’ 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 Mr. [redacted]’ recent contact with our retail location. T-Mobile records confirm on July 29, 2016, Mr. [redacted] purchased an Apple iPad Mini 4 when he took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering. At the time of purchase Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments of $21.92 for the device. The only promotion T-Mobile was running for an Apple iPad Mini 4 at the time of Mr. [redacted]’ purchase was for a limited time customers could receive $200.00 off a new iPad in the form of 24 monthly EIP bill credits of $8.33 with the purchase of an Apple iPad and Apple iPhone device. T-Mobile regrets if this offering was not explained in detail to Mr. [redacted]. In an effort to amicably resolve this matter, on August 11, 2016, T-Mobile applied a credit in the amount of $300.00 to the Apple iPad Mini 4 device. The remaining EIP balance owed on the device is now $229.99. Upon speaking with Mr. [redacted] he accepted this 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. Zachary S[redacted] Executive Response

June 10, 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 June 3, 2016, regarding the above-referenced account. T-Mobile has confirmed the above referenced spelling for Ms. [redacted]’ name. T-Mobile regrets Ms. [redacted] concern regarding eligibility for a Samsung Galaxy S7 Buy One Get One Free promotion. T-Mobile confirms from March 10, 2016, through March 17, 2016, if a customer bought a Samsung Galaxy S7 on an Equipment Installment Plan (“EIP”), they would be eligible to get another one free when activating a new line of service on the same account. Customers will receive a prepaid MasterCard to reimburse for the the full cost, and the EIP will show up on their bill monthly. T-Mobile confirms that due to an inadvertent error, Ms. [redacted] two Samsung Galaxy S7 handsets were purchased with a JUMP! On Demand lease. The JUMP! On Demand lease upgrade option is not eligible for the Buy One Get One Free promotion. In an effort to resolve this matter amicably, T-Mobile has agreed to refund Ms. [redacted] $669.99 for the retail value of one Samsung Galaxy S7 handsets. Ms. [redacted] may expect a prepaid refund card within seven to ten business days. In addition, T-Mobile has canceled Ms. [redacted]’s two lines of service that were not needed. The account currently reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I made several attempts to reach out to Abigail, calling back repeatedly over several days, and leaving several messages. Abigail pretend never to get these calls or messages (as you can see by the response). Fed up with this seemingly intentional avoidance to my response by Abigail, I tried dialing several other extensions at the "executive office" in which Abigail works on Sept 22nd, leaving messages with her and at least 4 of her coworkers, in an attempt to get SOMEONE to talk to me about the Revdex.com complaint. To this moment NO ONE has made a single attempt to call back. It appears to me that T-Mobile is simply avoiding me, and the issue, while asking you to close this complaint under a false pretense that I am "unreachable". This seems disgusting and underhanded.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The account holder received one call with voice mail on May 9, 11:45am from Diane regarding the issue, thank you.  Both the account holder and I tried to call back to Diane 7 times in total since then, and always [redacted]t to her voice mail.  So I left message to ask her to call me back directly, but didn't receive any phone call on my number.Also, I just tried to call t-mobile general customer service directly and the representative whose name is Nikia confirmed that [redacted] is one authorized user under my account.  I'm not sure if T-Mobile has different system from different departments, but I'm confused why one can see I'm authorized and one cannot.Anyways, Diane, please either call account holder or call me back at [redacted] or let us know what time we can call you so won't get to the voice mail.
Sincerely,
[redacted]

April 28, 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 18, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his device accessory purchase. On November 23, 2016, Mr. [redacted] purchased a screen protector through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $1.67. As of the time of Mr. [redacted]’s above-referenced purchase T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
Upon speaking to Mr. [redacted], on April 24, 2017, and in an effort to amicably resolve the matter, T-Mobile agreed to close the remaining EIP for the above-referenced screen protector and to apply a credit in the amount of $8.35 toward Mr. [redacted]’s account for the previously billed associated EIP installments. Pursuant to our conversation Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location. 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.
Brandon M[redacted] Executive Response

September 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 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 August 30, 2017, 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 Ms. [redacted] as an authorized user of the account.
T-Mobile regrets any continued concerns Mr. [redacted] experienced in regards to her LG Tablet, her Samsung Galaxy S 7 Edge handset, and charges on her billing statements. T-Mobile records confirm that as of July 15, 2015, Ms. [redacted] is subscribed to the Simple Choice Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00, provides the first two lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines of service added after the first two are $40.00 each per month. Please be advised that our records confirm that Mr. [redacted] has a total of four voice lines on the account. Please note that all pricing is prior to any applicable taxes and fees.
Additionally, our records confirm that Mr. [redacted] elected to have a $12.00 JUMP! feature on mobile numbers ending in 8952, 4755, and 3135. Furthermore, Mr. [redacted] elected to have a $4.00 Name ID feature on mobile numbers ending in 8952 and 3135. Please note that all pricing is prior to any applicable taxes and fees.
Our records confirm that the account has a Mobile Internet (“MI”) line for $75.00 a month and has unlimited data and text on the tablet. Mr. [redacted] elected to have a $9.00 Premium Handset Protection (“PHP”) feature for the tablet. Please note that Mr. [redacted] qualifies for a $50.00 monthly MI discount since the MI line is on the same account as the voice lines of service. Please note that all pricing is prior to any applicable taxes and fees.
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 Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain her 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 the account keeps the voice lines active, the mobile numbers ending in 8953 and 8952 will remain free. It is important to note that the promotion does not include any additional features, taxes, and fees.
T-Mobile records reflect that on May 15, 2017, Ms. [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S 8 handsets with a total retail cost of $1,700.00 for both handsets. Ms. [redacted] was required to remit a $130.00 down payment for each handset, she then agreed to a 24-monthly installments of $30.00 for each handset. It is important to note that our records reflect that Ms. [redacted] has paid off one of the two Samsung Galaxy S 8 handsets.
T-Mobile further regrets any concerns Ms. [redacted] experienced in regards to the insurance for her Samsung Galaxy S7 handset. T-Mobile records reflect that on July 25, 2017, Ms. [redacted] qualified for our EIP offering with the purchase of a Samsung Galaxy S7 Edge handset for mobile number ending in 3135. Please be advised that our records confirm that Ms. [redacted] has paid the full balance for the handset.
Please be advised that our records reflect that Ms. [redacted] started using the Samsung Galaxy S 8 handset on mobile number ending in 3135 on July 26, 2017. As such, our records confirm that the Samsung Galaxy S 7 Edge handset was no longer covered under the insurance for the mobile number ending in 3135. T-Mobile records reflect that the Samsung Galaxy S 7 Edge handset was then used on mobile number ending in 8953, which did not have the JUMP! feature.
Please be advised that as mentioned in our correspondence dated August 3, 2017, for file number [redacted], T-Mobile records confirm that Ms. [redacted]’ tablet is currently being covered by the Limited Warranty provided by the manufacturer of the device. Additionally mentioned in our previous correspondence, handset sent out to customers as a replacement device are Certified Pre-Owned (“CPO”) handset that goes through a rigorous 80 point inspection.
Please be assured that T-Mobile strives to provide the best replacement possible for all of our customers. We also make every effort to ensure that each device is properly inspected prior to being sent out to a customer. T-Mobile regrets to hear that Ms. [redacted]’ replacement device is not working and we apologize for the experiences she has had with the limited warranty of her tablet.
Ms. [redacted]’ billing statement dated August 14, 2017, reflects a total balance owed in the amount of $322.96. This balance consists of new charges totaling $236.56, two $5.00 warranty processing fees, a $5.00 late payment fee, premium voicemail service charges totaling $6.40 for mobile number ending in 3135, and a $65.00 one-time charges for prorated charges for the rate plan change for the MI line.
Upon speaking with Ms. [redacted] on September 12, 2017, T-Mobile offered to send out another warranty replacement for the LG Tablet. Regretfully, Ms. [redacted] declined our offer. T-Mobile has offered a one-time $100.00 discount on the purchase of any new tablet of Ms. [redacted]’ choosing. In an effort to further amicably resolve Ms. [redacted]’ concerns T-Mobile offered to waive the remaining balance of $170.00 for the LG G Pad tablet. Ms. [redacted] has confirmed that her concerns with the Samsung Galaxy S 7 handset have been addressed and resolved with Customer Care. Lastly, T-Mobile has offered an $85.00 credit for the prorated charges for the MI line and monthly charges for the LG Tablet for the past two months. Please be advised that Ms. [redacted] agreed to the credits for her account, however has indicated that she was not able to find a tablet that she liked. We have offered to extend the one-time $100.00 discount on the purchase of a new tablet until March 12, 2018, which Ms. [redacted] accepted. T-Mobile has applied a total of $85.00 in credits and the account balance has been updated to a credit balance of $85.00. T-Mobile regrets any inconvenience to Ms. [redacted] and we 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.
Juan B[redacted] Executive Response

why would t mobile lie like that and I had been turn my old device back into them  and when I get my bill and I seeing it I had called them immediately and they told me that I had been charged $618 not $718 so which means is that they lied to the Revdex.com 2 I am not happy with this they really need to do what they say that they will do so im at the points where I'm ready to get legal action on them instead it to the channel 8 news they need to erase my bill like they said they would for all the inconvenience and problems that they have put me and my family through
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

August 23, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 August 12, 2017, regarding the above-referenced account.  We have made attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to the billing for his account. T-Mobile records indicate Mr. [redacted]’s account included two voice lines of service and one mobile broadband line of service.  The account was also enrolled in several equipment installments.  On September 13, 2014 Mr. [redacted] initiated T-Mobile’s Equipment Installment Plan (“EIP”) for LG G3 accessories and an LG speaker with 24 monthly payments of $5.26. On May 15, 2015, Mr. [redacted] took part in T-Mobile’s EIP offering for an Apple iPad Air 2 tablet with 24 monthly payments of $26.24.  Also, as of August 3, 2015, Mr. [redacted]’s account processed an EIP purchase for an LG G4 handset with 24 monthly payments of $19.99.  Additionally, on September 26, 2015, Mr. [redacted] took part in T-Mobile’s JUMP! On Demand lease option for an Apple iPhone 6S 16GB handset with 18 monthly payments of $27.00 and a purchase option price of $163.99 at the end of 18 months.  After review of the account, records indicate that on March 19, 2016, Mr. [redacted] contact T-Mobile advised that another party would be resuming responsibility for the services and devices on the account via a Change of Responsibility (“COR”).  Regretfully, the COR was never processed and the account remained active in Mr. [redacted]’s name.  As no payments were made to the account, the account was cancelled on June 17, 2016 for non-payment.   At the time of cancellation, the account carried a rolling past due balance of $970.68.  The final billing statement dated July 10, 2016, included the past due balance, as well as the final EIP balances for the above listed devices and accessories.  The final balance due for the account on August 3, 2016, was in the amount of $1,882.25.  Due to continued non-payment, on August 8, 2016, the account was referred to a third party collection agency, Diversified Consultants Inc. In an effort to amicably resolve this is matter, on August 22, 2017, T-Mobile adjusted the full balance on Mr. [redacted]’s account. Mr. [redacted]’s account remains closed with 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. 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. Jessica G[redacted]Executive Response

February 5, 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 January 22, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her recent handset order. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Upon our review of Ms. [redacted]’s order number [redacted], which was placed on January 12, 2016, T-Mobile has confirmed that Ms. [redacted]’s order was never received. As such, on January 22, 2016, T-Mobile submitted a refund in the amount of $128.10 to Ms. [redacted]’s credit card used for the above-referenced order. In an effort to amicably resolve this matter, and upon speaking to Ms. [redacted], on January 29, 2016, T-Mobile processed an order for an LG G Stylo handset to be purchased through our Equipment Installment Plan ("EIP") program and sent, via overnight shipping, to Ms. [redacted]. In addition, T-Mobile has applied a credit in the amount of $209.04 for Ms. [redacted]’s down payment, tax, and shipping charges for the above-referenced LG G Stylo handset. As an additional courtesy to Ms. [redacted], T-Mobile has applied a credit in the amount of $22.71 for the charges associated with the mobile number ending in 2136 from the billing statement dated January 14, 2016. Pursuant to our conversation with Ms. [redacted] the matter is resolved and she has no further concerns. 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]

March 10, 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 March 8, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any coverage concerns that Mr. [redacted] has experienced which led to the cancellation of his account. It is very important to note that if a customer has an open Equipment Installment Plan (“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 indicate that Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] on July 13, 2015, with the purchases of a Samsung Galaxy Note 4 and an LG G4 handset. In addition, T-Mobile records indicate that Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] on April 29, 2015, with the purchases of a two Samsung Galaxy S6’s and a Samsung Galaxy Tab S. When the account was canceled on December 23, 2015, the remaining EIP balance of $2467.09 was accelerated and posted to the final billing statement dated January 2, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Our records confirm that when the Tab S was activated on April 30, 2015, it was under our Match Your Data rate plan which allows for our customers to pay only $10.00 per month to have their tablet’s data plan match that of their cell phone data plan, up to 5GB. In Mr. [redacted] case, as his handsets had unlimited data, he was able to receive 5GB of data for $10.00 per month. T-Mobile regrets any concerns that Mr. [redacted] experienced regarding the specifics of his mobile internet rate plan. As Mr. [redacted] indicated that he returned the handsets to T-Mobile, we investigated this matter further. In doing so, we were able to confirm receipt of the two Samsung Galaxy S6 handsets, although we have not received the other three devices. Please note that our records indicate that on July 13, 2015, Mr. [redacted] upgraded the Samsung Galaxy S6 handsets on both of his lines of service to a Samsung Note 4 and an LG G4 handset. At the time that the upgrade transaction took place, Mr. [redacted] owed a remaining balance of $682.29 on each of his Samsung Galaxy S6 handsets, but traded the handsets in to T-Mobile for trade-in credit totaling $802.00. Please note that a portion of the trade-in credit, totaling $103.32 was applied to the in-store upgrade transaction, while the remaining trade-in credit of $698.68 was applied to Mr. [redacted] account, which paid Mr. [redacted] billing statements dated July 2015, August 2015, and a portion of the September 2015 billing statement. Upon speaking with Mr. [redacted], T-Mobile advised that we were able to locate two of the five handsets, and explained that the two Samsung Galaxy S6 handsets were traded in to T-Mobile, and the trade-in credit was applied to the account balance. Mr. [redacted] advised that he was under the impression that the two Samsung Galaxy S6 handsets would be paid off in full when returned to T-Mobile. T-Mobile confirmed that we do have a JUMP! program, which works similarly to how Mr. [redacted] thought that his upgrade worked, but he would not have been eligible to use JUMP! as he was not a JUMP! subscriber and hat not paid off half of the handset, as JUMP! would have required. As such, in an effort to amicably resolve this matter, T-Mobile offered to allow Mr. [redacted] to return any remaining devices to T-Mobile in order to have the remaining EIP balances removed. Mr. [redacted] advised T-Mobile that he traded-in his LG G4 and Samsung Note 4 to his new carrier for trade- in credit, although he does have the Samsung Tab S, which he agreed to return to T-Mobile in good and working condition, within 30 days, for credit totaling $398.56. T-Mobile recommends that Mr. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile and that Mr. [redacted] retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the device, battery and charger, as wells as his account information within the box to ensure that he receives the proper credit upon receipt of the device. As an additional courtesy to Mr. [redacted], T-Mobile issued credit totaling $1,077.00 to his account for the difference in what was owed on his Samsung Galaxy S6 handsets at the time of his upgrade, and the trade-in credit that he was provided for the transaction, as well as a portion of the remaining balances owed for his other two devices. Please note that Mr. [redacted] remaining balance is $1,390.19, and T-Mobile has placed the account on hold through June 1, 2016, to allow Mr. [redacted] additional time to remit payment. If payment in full is not received by June 1, 2016, the account will resume normal collection activity. Mr. [redacted] has accepted this offer as resolution in full 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. If you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me. I I tried to contact the representative who wrote the response but have not yet spoken to her. Months ago, I submitted my final billing statements from [redacted]; actually, [redacted], from the store [redacted] and [redacted] submitted it for us and told us that in spite of the fact that we were submitting this documentation after the two months had expired, he was going to help us get it processed. (It was extremely difficult to get this documentation from [redacted]!). It is not surprising that this documentation has not been recorded; it's rather like when I was told by one representative from customer service that none of my three phones had been received but then, when I went to the store on 7/8, [redacted] told me that I wasn't getting credit for them because the phones were locked. Unbelievably conflicting and difficult communication seems to be the standard. Sincerely, [redacted]

July 14, 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 July 1, 2017, 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]’ concerns within this letter.   We regret any inconvenience Mr. [redacted] has experienced regarding our handset purchase and lease programs and we appreciate the opportunity to address his concerns.    T-Mobile records confirmed that on November 25, 2015 took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus 16GB Gold device for the line of service with mobile number ending in [redacted].  As Mr. [redacted] is aware, JOD is a lease option in 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.  If the handset is not returned at the time the lease is ended, the total remaining balance for the Purchase Option Price (“POP”) of the handset is assessed on the next month billing statement.  A copy of Mr. [redacted]’ JOD Agreement that clearly indicates the 18 monthly instalments and a POP is attached here for reference.   The text messages Mr. [redacted] is referring to are customer service messages that were intended to advise him of the impending end of his lease and the options he had available to him, including a nine-month, no interest Purchase Option Installment Plan (“POIP”). The first notification is sent out via text message 60 days before the end of lease.  Another text notification is sent 30 days before end of lease and again five days before then of end of lease with the final notification the day the JOD lease has ended.  T-Mobile regrets any inconvenience to Mr. [redacted].   At the time of Mr. [redacted]’ JOD lease agreement, the device in question was priced at $749.99 and Mr. [redacted] agreed to an 18 monthly lease payments of $31.00 each. As such, at the end of Mr. [redacted]’ lease, he was required to either return his device or upgrade to a new device or if he chose to keep it, he was required to pay the POP of $191.99 plus taxes with the following billing statement.  As Mr. [redacted] opted out of our POIP option, on June 14, 2017, the POP of $191.99 plus taxes for a total of $204.18 was billed to Mr. [redacted] account for the billing from May 19, 2017, to June 18, 2017, for a total balance of $901.67 due on July 11, 2017.    As a courtesy, on July 13, 2017, T-Mobile issued a credit for the POP charges plus taxes in full; this brought the balance down to $697.49. However, Mr. [redacted] made a payment of $361.19 on July, 4, 2017, which was applied to the past due balance for the bill from April 19, 2017, through May 18, 2017. Mr. [redacted]’ account remains active with a past due balance of $336.30 which was due on July 11, 2017. T-Mobile regrets any concerns to Mr. [redacted] regarding this matter   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Sal O[redacted] Executive Response

March 10, 2016
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 February 27, 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 certainly regrets to hear that Ms. [redacted] has questions about the Equipment Installment Plan (EIP) payoff payments made to her account and how that payment has impacted the account balance.  Please note that when a customer initiates and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to reduce the balance on the EIP does not appear until the end of the billing cycle.  As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. 
T-Mobile records confirm that Ms. [redacted] made two additional payments towards her open EIP balance on August 18, 2015 and August 27, 2015 totaling $45.00. Please note that Ms. [redacted] made these payments online at my.t-mobile.com. It is important to note that customers remitting an EIP prepayment online are provided with the following terms:
“This payment will show against your account balance until your next bill when it will be applied to your EIP balance. All payments can be viewed in your payment history.”
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

Tell us why here...
May 12, 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]

To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, 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 to hear of any further concerns Mr. [redacted] has experienced regarding our previous response to your file number dated April 11, 2017, to which this matter is directly related. Pursuant to our email conversation with Mr. [redacted], on April 13, 2017, in an effort to amicably resolve the matter T-Mobile offered a 30-day period in which Mr. [redacted] may return his iPhone 6S handset to my attention at the following:
T-Mobile USA, Inc.
Attn: Brandon M[redacted]
c/o Executive Response
[redacted]
Upon receipt of Mr. [redacted]’ equipment, in an acceptable condition, T-Mobile agrees to submit for a prepaid debit card in the amount of $545.28 for the full retail cost of the iPhone 6S handset. Please be advised that we have not received Mr. [redacted]’ equipment return. Nevertheless, in a continued effort to amicably resolve the matter, T-Mobile is extending our previous above-referenced offer for a period of 30 days from the date of this letter.
T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the handset and charger within the box to ensure that he receives the proper refund upon receipt of the handset. We also ask that Mr. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to him if the application is enabled. Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the balance will then be considered valid and owed. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer. 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] ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

April 13, 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 April 11, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated Janie [redacted] as an authorized user of the account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding her Equipment Installment Plan (“EIP”) transfer.   T-Mobile records reflect that similarly to the transfer for the Apple iPhone 7, the Apple iPhone 7 impact shield was requested to be transferred to a new account. Unfortunately on March 16, 2017, T-Mobile did not receive the EIP E-Signature authorization and therefore the balance of $34.98 continued to be billed to the account mentioned above.   Nevertheless, on April 13, 2017, T-Mobile closed the EIP outstanding balance of $31.67 and issued of $6.68 consisting of the monthly charges billed to Ms. [redacted] over the last four months.   Again, T-Mobile apologizes for the inconveniences this caused and appreciates her continued 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.   Christina S[redacted] Executive Response