T-Mobile Usa Inc

August 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 August 8, 2017, regarding the above-referenced account.    T-Mobile is truly sorry to hear that Mr. [redacted] had anything but a great Un-Carrier experience while working with our team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our team.   As previously mentioned, our records reflect that on July 14, 2017, T-Mobile received Mr. [redacted]’s Wi-Fi CellSpot Router. However, due to an inadvertent system error, the router is still reflecting active on Mr. [redacted]’s online www.My.T-Mobile.com profile. We regret the inconveniences this has caused.   Nevertheless, on August 13, 2017, T-Mobile filed an internal ticket to ensure that the device is marked as recovered on his online profile to reflect the return. On August 14, 2017, Mr. [redacted] confirmed that the coverage device was removed from his online account and no longer reflected active.   Again, we regret the inconveniences this caused Mr. [redacted] and appreciate his 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

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account 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 c[redacted]pondence dated March 27, 2017 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that it has designated Mr. [redacted] as an authorized user of the account. Please note that T-Mobile has successfully resolved Mr. [redacted]s’s concerns to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his monthly recurring charges. T-Mobile records confirm that Mr. [redacted]’s business account had two mobile lines of service subscribed to T-Mobile’s grandfathered promotional Simple Choice Family 10GB Data Match plan with a monthly cost of $120.00 plus applicable taxes and fees. It is important to note that this promotional plan covers the monthly recurring charge of up to four mobile lines of service. On November 11, 2016, Mr. [redacted] activated two new mobile lines of service ending in [redacted] and [redacted] and added a mobile internet line of service ending in [redacted] in which he purchased a new Samsung Galaxy Tab S2 on T-Mobile’s Equipment Installment Plan (“EIP") option agreeing to 24 equal monthly installments in the amount of $27.09.
Regrettably, due to an inadvertent error, his rate plan was changed to T-Mobile’s flagship plan, T-Mobile ONE, increasing his monthly recurring charges by $75.00 a month over the last five billing cycles. T-Mobile records confirm that as of March 20, 2017, Mr. [redacted]’s mobile lines have been placed back on the grandfathered promotional Simple Choice Family 10GB Data Match plan and the mobile internet line on a $10.00 2GB data plan after a $10.00 monthly credit for having the voice lines on the same account.
In reviewing Mr. [redacted]’s account, T-Mobile records also confirm that his mobile numbers ending in [redacted] and [redacted] had placed International Long Distance calls to the country of Honduras. It is important to note that T-Mobile does offer customers the option to dial internationally and a discounted international dialing plan in order to dial at a discounted rate per minute. As Mr. [redacted]’s mobile lines dialed Honduras without a discounted international dialing plan, they were assessed a toll of $2.69 a minute. Mr. [redacted]’s mobile lines placed several calls for various amounts of time which totaled $836.26 for calls placed from November 4, 2016 through February 19, 2017, when he requested that the option for dialing internationally be blocked. T-Mobile finds these tolls to be valid and owed.
Please be advised that during our conversation with Mr. [redacted] on April 3, 2017, he explained that his Samsung Galaxy Tab S2 was not working as it was power cycling on its own. T-Mobile did extend the option for a manufacture warranty exchange which Mr. [redacted] declined and agreed to mail the tablet back to our office at 1201 Menaul Blvd NE, Albuquerque, NM 87107 to have the remaining EIP balance closed as a onetime courtesy. Mr. [redacted] has been advised and has agreed that any EIP installments previously billed and paid for shall not be refunded. T-Mobile has also referred him to a local retail location to have his Apple iPhone 7 reviewed for further trouble shooting.
In an effort to amicably resolve this matter, on April 3, 2017, T-Mobile applied a credit in the amount of $375.00 to Mr. [redacted]’s business account to refund him the rate plan cost difference over the last five billing cycles and a credit in the amount of $686.06 to rerate his international long distance charges down to $0.20 cents per minute leaving an account credit of $253.83. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted]
Executive Response

April 8, 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 28, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered in regards to her Mobile Internet line ending in [redacted].
T-Mobile records indicate on November 21, 2014, Ms. [redacted] activated a mobile internet line of service to her existing account. At that time the mobile internet line was activated, T-Mobile was offering our Black Friday Get a Tablet On Us promotion. This offer allowed customers who activated or upgraded a Simple Choice Mobile Internet plan to receive an Alcatel One Touch Pop7 tablet for free after monthly bill credits. Records do confirm that Ms. [redacted] took advantage of this promotion and an Alcatel Tablet was added to the account following the activation of the mobile internet line ending in [redacted].
At the time of activation, the mobile internet line was placed on a Simple Choice North America Match your phone data up to 5GB plan for $10.00 a month. From November 21, 2014 to August 23, 2016, the mobile internet line ending in [redacted] continued to receive monthly bill charges of $10.00. On August 11, 2016, the line was moved to a $20.00 5GB mobile internet plan. Ms. [redacted] had existing voice lines which qualified her for a $10.00 monthly discount.
On March 27, 2017, Ms. [redacted] contacted Customer Care and requested to have mobile internet lines ending in [redacted] canceled. Upon further review our records confirm no previous requests for cancelation was made.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. Outside of T-Mobile policy and as a one-time exception to resolve this matter T-Mobile has offered a credit of $60.00 which would be equivalent to six months of the disputed usage charges for the mobile internet line. If Ms. [redacted] would like to accept this offer we respectfully request that she contact me within 14 days of the date of this letter, directly at the number below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], I have spoke with Juan B[redacted] on 10/26/2016 and he has stated the same as in the response, the only difference is we did not discuss the size of the storage on the phone. So I have contacted TMobile and requested the size of both Note 5's be 64GB on 10/27/2016. I do understand also that when Juan B[redacted] contacted me on 10/26/2016 and stated the phones will be $200 a piece at $8 a month, and they are now on 10/31/2016 going to be free. I do accept the free phones. I only ask that they be 64GB. I greatly appreciate your assistance with this. I also contacted Tmobile today 10/31/2016 and they stated that the phones (Note 5's) are back ordered and I have to wait 20 days before the devices are recieved, Juan can you please verify this? As you do know the Note 7 is a safety concern.
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: the information provided by t-mobile states that after I cancelled my line ending in [redacted] I purchased a phone on the other line ending in [redacted] and also there was a Samsung before that which was purchased but I did not purchase these phone and i'm the only person authorized to make plan changes and purchases so I want to see a copy of my signature on the receipt showing I [redacted] bought these phone at what store and dateSincerely,[redacted]

July 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 30, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has in regards to our Smartphone Equality offer. Please note our Smartphone Equality offer states if customers pay their T-Mobile bill on time for 12 consecutive months, they will have access to the best pricing for our smartphones, tablets, and other devices available through T-Mobile. There will be instances where certain devices are not offered as zero down. However, as part of this program, customers still receive best pricing when upgrading.
On July 6, 2017, we spoke with Mr. [redacted] and advised that regrettably he currently does not qualify for our Smartphone Equality due to non-payment suspensions on July 29, 2016, September 30, 2016, and October 29, 2016. However, we advised Mr. [redacted] if he continues remitting on-time payments for 12 consecutive months through October 29, 2017, he may then qualify for best pricing. We regret any inconvenience this 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

October 25, 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 October 19, 2017, regarding the above-referenced account.    T-Mobile regrets to hear that Ms. [redacted] is experiencing concerns with her coverage and or handset while she is a customer with T-Mobile.  Our goal is to provide our customers with the best experience possible.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors that may interfere with actual service, quality, and availability.   Please be advised that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered with our Customer Care.  T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.   Our records indicate that Ms. [redacted] lives in a 4G LTE coverage area and modernization of the 4G LTE has been completed as of October 17, 2017.  Unfortunately during modernization; it may have caused coverage issues until the modernization efforts are completed.  Customers may view tower inquiry information and request status updates on our ever expanding network coverage on www.t-mobile.com/coverage.     It is important to note that we have no records of Ms. [redacted] contacting us with concerns regarding her coverage prior to October 23, 2017 or has performed any troubleshooting with our Customer Care.  Please be advised that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage.    In regards to Ms. [redacted]’s account billing, our records confirm that as of October 23, 2017, Ms. [redacted] has five mobile numbers and is subscribed to our Simple Choice North America Unlimited Talk, Text, and 10GB of 4G LTE data 4 lines for $120.00 per month.  Ms. [redacted] pays $20.00 for her fifth additional line and has equipment protection on all of her lines for $50.00 per month.  As such, Ms. [redacted]’s monthly access charges are $190.00 before applicable taxes.  Ms. [redacted] is also participating in our JUMP! On Demand (“JOD”) lease program for a total of five devices and pays $143.11 per month, which brings her monthly total to $333.11 before applicable taxes.    Our records confirm that on February 21, 2016, Ms. [redacted] participated in our JOD program wherein she leased a Samsung Note 5 handset for the mobile number ending in 6435.  Ms. [redacted] was required to pay a capital cost down payment of $54.00 and she agreed to 18-monthly lease installments of $26.00.   JOD customers have the option to purchase their device by performing a Buyout, which is purchasing the device by paying the purchase option price plus taxes.  If lease monthly installments remain, customers also pay the remaining installments and taxes.  Ms. [redacted] was able to perform a Buyout with our Customer Care and T-Mobile did send notifications to the mobile number.  As no response was received by Ms. [redacted], her final Buyout purchase option price of $177.99 was billed on to her billing statement dated September 19, 2017.    As of October 23, 2017, Ms. [redacted]’s account balance is $938.52, which consists of her final purchase option price of $177.99 for her Samsung Note 5 handset, monthly access charges from September 19, 2017 through November 18, 2017, monthly lease payments, and applicable taxes.  It is T-Mobile’s position that Ms. [redacted] was billed accordingly to her rate plan, handset, and features.  It is also our position that the balance is valid.   In an effort to amicably resolve this matter, Ms. [redacted] may contact me at the number provided below or visit her nearest T-Mobile store to perform troubleshooting steps for any coverage concerns. Additionally, T-Mobile placed Ms. [redacted]’s account on hold for payment until October 31, 2017.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

January 4, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your c[redacted]pondence dated December 29, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Ms. [redacted] in regards to her above-referenced account. T-Mobile records confirm that on November 19, 2016 Ms. [redacted] activated her above-referenced account with a total of four lines of service. Please be advised that at the time of Ms. [redacted] activation, she subscribed her four mobile lines of service to T-Mobile’s flagship rate plan, T-Mobile ONE. T-Mobile ONE offers customers unlimited talk, text, and data for a monthly cost of $130.00 for her first two lines of service and $25.00 for each additional line of service up to eight lines. T-Mobile ONE also offers an additional savings of a $5.00 discount per line of service to customers enrolled in AutoPay. AutoPay is a free 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. Please be advised that on this date T-Mobile was also offering its Un-carrier offer of ¬2016 Friends and Family which offers a monthly credit to offset the cost of the third and fourth line for new lines of activation. With the T-Mobile ONE AutoPay monthly discount and the 2016 Friends and Family offer will reduce Ms. [redacted] monthly recurring charges to $120.00 plus applicable taxes and fees. Please note that the 2016 Friends and Family offer credits can take up to one to two billing cycles to apply. Please be advised that on November 19, 2016, Ms. [redacted] also purchased four T-Mobile branded handsets on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customer to purchase handsets by paying a down payment for various model and memory variants and agreeing to 24-monthly installments. Ms. [redacted]’s purchases are as follow: In store • An Apple iPhone 7 32GB in which a down payment was not required and 24-monthly installments in the amount of $27.09 were accepted. • An LG K7 in which a down payment was not required and 24-monthly installments of $6.25 were accepted. Please note that this handset was also offered free after EIP credits that will offset the cost of the EIP installment making it free after 24-months. Ms. [redacted] has received monthly credits of $6.25 to offset the cost of the EIP installment. • An LG V20 which required a down payment of $49.99 and 24-monthly installments in the amount of $30.00 were accepted. Order • Apple iPhone 7 Plus 32GB which required a down payment of $19.99 and 24-months installments in the amount of $31.25 were accepted. Please be advised that this handset had to be ordered as it was not in stock in store. Regrettably, due to an inadvertent error the order was canceled and Customer Care placed it once again on November 25, 2016, which caused a delay of delivery where Ms. [redacted] did not receive it until November 28, 2016. Please be advised that these EIP charges are billed in addition to the monthly recurring charges and will be reflected on Ms. [redacted]’s billing statement. Please note as Ms. [redacted] activated service on November 19, 2016, her billing cycle close date with an estimated AutoPay due date of the tenth of every month as she requested and a regular due date of the twelfth of every month. T-Mobile records confirm that on November 30, 2016, Ms. [redacted] contacted Customer Care and requested a due date change in which her billing cycle close date had to be changed. Ms. [redacted] agreed to be on the twenty-second of every month and her new billing cycle close date was changed to close on the first of every month. On December 20, 2016, a billing statement generated reflecting a balance of $163.11 due by January 12, 2017, for prorated monthly recurring charges and applicable taxes and fees for service from December 20, 2016, through January 1, 2017, and monthly EIP charges. These charges are accurate for Ms. [redacted]’s time frame for her new billing cycle close date change. Per our conversation on January 3, 2017, Ms. [redacted] has been made aware of the pricing structure of T-Mobile ONE and is aware that the reduced price is subject to her AutoPay enrollment. T-Mobile also applied a credit in the amount of $68.50 for the prorated monthly recurring charges and applicable taxes and fees for service from December 20, 2016, through January 1, 2017, leaving a balance due of $69.61 by January 12, 2017, for the monthly EIP charges. Ms. [redacted] has also been made aware that her billing due date is the twenty-second of every month but as she is enrolled in AutoPay for the T-Mobile ONE offer her AutoPay due date is the twentieth of every month as AutoPay withdraws several days before the due date. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

Tell us why here...
January 5, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have in regards to his final billing statement. T-Mobile records reflect that on July 11, 2017, Mr. [redacted] called Customer Care to cancel his mobile internet lines ending in [redacted] and [redacted]. However, due to an administrative error, the mobile internet line ending in [redacted] remained active. On November 3, 2017, Mr. [redacted] again contact Customer Care and brought this to our attention. As such, T-Mobile immediately completed the cancellation of the mobile internet line ending in [redacted].
On December 19, 2017, we sent a final billing statement for services from July 19, 2017, to November 3, 2017, in the amount of $111.25. After unsuccessful attempts to collect the debt, T-Mobile transferred the account to Receivables Performance Management a third-party collection agency with the revised balance of $139.06, which includes a one-time collection fee of $27.81.
Upon speaking with Mr. [redacted] and in receipt of her correspondence, on December 29, 2017, T-Mobile applied an adjustment for the total balance of $139.06, which leaves Mr. [redacted]’s account closed with a zero balance. In addition, T-Mobile has requested the removal of 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.
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].

August 12, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid Account No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 7, 2015, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. Upon speaking to Ms. [redacted] on August 7, 2015, T-Mobile applied a $2.00 credit toward Ms. [redacted] Pay In Advance account which is equivalent to 20 minutes which Ms. [redacted] confirmed that her concerns have been fully resolved. 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] recent contact with our ECR. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

July 6, 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 25, 2017, regarding the above-referenced account.    We regret to hear of the difficulties Ms. [redacted] has experienced with regards to the Samsung S8 Bogo offer.  Please note that between May 12, 2017 and May 24, 2017, T-Mobile offered the Samsung S8 Bogo offer.  Eligible customers who purchase a qualifying Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset on an Equipment Installment Plan (“EIP”) and activate at least one new line on the T-Mobile ONE rate plan or Simple Choice Unlimited rate plan and subscribe to the unlimited high speed data feature can get a Samsung Galaxy S8 handset for free after rebate.  The maximum value of the rebate is the Full Retail Price of $750.00 for the Samsung Galaxy S8 handset.   On May 13, 2017, our records confirm Ms. [redacted] upgraded to a Samsung Galaxy S8 Plus handset on EIP with a down payment of $130.00 and 24 monthly installments of $30.00. Ms. [redacted] activated a new line of service and subscribed to 6GB of high speed data.  Ms. [redacted] also upgraded to the Samsung Galaxy S8 handset with a down payment of $30.00 and 24 monthly installments of $30.00.  Since Ms. [redacted] did not meet the unlimited data feature requirement for the Samsung S8 Bogo offer the rebate was denied.   On June 27, 2017, T-Mobile contacted Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit for the remaining EIP balance on the Samsung Galaxy S8 handset for $660.00.  T-Mobile also provided a one-time bill credit in the amount of $90.00 for a total of the $750.00 retail price of the Samsung S8 Bogo offer.  Ms. [redacted]’s balance was updated to $308.55.  Ms. [redacted] was satisfied with the resolution we presented to her.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.     Belen L[redacted] Executive Response

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

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 6, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. According to our records, on April 12, 2016, Ms. [redacted] activated her T-Mobile account through [redacted]. At that time, Ms. [redacted] purchased three iPhone 6S handsets, a Samsung Galaxy S7 handset, an iPad Mini tablet, and a Samsung Galaxy Tab device through our Equipment Installment Plan ("EIP") program. On April 21, 2016, Ms. [redacted] purchased a screen protector and protective case for a Samsung device and a pair of earphones through our EIP program. At the time of purchase of the four above-referenced handsets, T-Mobile records confirm that Ms. [redacted] traded in her previous carriers handsets. It is important to note that the trade-in of a device is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Ms. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. Please be advised that the above information applies even when cancellation of service is requested and processed within the purchased handset’s return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to Ms. [redacted], we are unable to return her handsets as they are no longer in the possession of the store where she activated service. Our records confirm that Ms. [redacted]’s account is subscribed to the Business Family Unlimited Talk, Text and 6GB for 2-12 Lines rate plan starting at $80.00 for the first two lines and $20.00 for each additional line per month. According to our records, on July 2, 2016, Ms. [redacted] contacted Customer Care at which time she stated she wanted insurance on her lines of service. Pursuant to Ms. [redacted]’s request T-Mobile added the JUMP! feature to the mobile numbers ending in [redacted] and [redacted] for an additional $12.00 per line of service per month. The estimated cost per month for the services described above, including Ms. [redacted]’s EIP is $323.97 before applicable taxes and fees. Although Ms. [redacted] is now beyond her return period, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Ms. [redacted] may return her equipment to my attention at the following address: [redacted] Upon receipt of Ms. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the associated EIPs, in the amount of $3,549.91. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handsets, chargers, and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms. [redacted] 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 Ms. [redacted] and the balance will then be considered valid and owed. It is important to note, Ms. [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. Furthermore, please note that T-Mobile was not party to the contract signed between [redacted] and Ms. [redacted] and as such, we cannot speak to any additional fees that [redacted] may charge Ms. [redacted] to cancel the account. Should Ms. [redacted] have any concerns about any additional amounts charged by [redacted], or should she wish to discuss the matter further, then she may contact me directly for additional assistance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would further like to add that Chris is the consummate professional. He read all of the issues I have been experiencing over the past 8 months before calling me and had an offer prepared immediately. It is my hope that tech support gets on the same page and has better answers for customers that may experience the same issues.
It has been my pleasure working with Chris and though I hope it is not necessary, I have his permission to contact him directly in the future if need be.
Thank you to everybody involved in this matter.Sincerely, [redacted]

October 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To...

Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 2, 2015, regarding the above-referenced account. Please be advised that upon verification, Mr. [redacted] and Mr. [redacted] is the same person. T-Mobile regrets any concerns and confusion to Mr. [redacted] regarding his T-Mobile account. T-Mobile records confirm that on June 26, 2012, Mr. [redacted] active service with T-Mobile. Mr. [redacted] was subscribed to our Simple Choice Family Unlimited Talk, Text, and Data for Six Lines for $120.00 per month. Mr. [redacted] pays $141.02 in monthly Equipment Installment Plans (“EIP”s) for handsets and accessories. 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 installments. T-Mobile records confirm that on April 20, 2015, Mr. [redacted] made a payment in the amount of $362.53 to his account for his monthly services. This payment was not paid by his financial institution. On May 12, 2015, Mr. [redacted] created a payment arrangement and his account was restored. On May 12, 2015, Mr. [redacted] made a one-time payment in the amount of $362.53. Mr. [redacted] was required to pay $353.00 on May 19, 2015 and it was not processed by his financial institution. On June 14, 2015, Mr. [redacted] account was suspended for non-payment. On July 10, 2015, Mr. [redacted] account was canceled for non-payment. On August 22, 2015, Mr. [redacted] account had a balance of $3,472.48, which consisted of his monthly access charges from March 27, 2015 through June 14, 2015, monthly EIPs, and $1,786.52 in final accelerated EIPs. T-Mobile advised Mr. [redacted] that his account was past due for more than 125 days and he needed to make full payment of his past due balance. Mr. [redacted] monthly past due services totaled $1,704.39. Upon speaking with Mr. [redacted], he stated that his mobile number was supposed to be suspended as he was out of the country. Our records do not indicate a seasonal suspension was requested for his mobile ending in [redacted]. If a seasonal suspend is requested for one of the lines of service on the account, monthly EIPs and account monthly services will continue being charged for the other mobile numbers as the account is on a family plan. On August 22, 2015, Mr. [redacted] made a total payment of $1,797.35 to his account which was applied toward his past due monthly service. On August 25, 2015, Mr. [redacted] advised T-Mobile that his payment was meant for the remaining EIP balance. Please note any payment made to the customer’s account will go directly to any past due balance. Our records indicate that on February 10, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Beats Wireless Studio 2 Black Matte US accessory for a total of $379.99. On August 25, 2015, Mr. [redacted] contacted T-Mobile to dispute the EIP for beats accessories and the HTC M8 serial number [redacted] for the mobile number ending in [redacted]. In review of the account Mr. [redacted] was not required to make a down payment at the time of purchase however, agreed to pay $26.60 for taxes and agreed to a series of 24 monthly installments in the amount of $15.83. T-Mobile retrieved the original receipt, which indicates that the credit card used to make payment for this accessory order was the same credit made to make payment on February 10, 2015 for services on Mr. [redacted] account. It is T-Mobile’s position that this is not fraud. In an effort amicably resolve this matter, on October 2, 2015; T-Mobile applied a courtesy credit of $250.00, which is for the remaining EIP balance on the Beats accessory. Please note for accounting purposes a credit will be reflected on the billing statement along with a charge to reflect the zero balance for the EIP. This is not a credit that is refundable to the Mr. [redacted] as payment was not received for this amount. In regards to the HTC M8, our records indicate that on April 21, 2014, Mr. [redacted] purchased an HTC One M8 serial number [redacted] on EIP for the mobile number ending in [redacted]. Mr. [redacted] was also not required to make a down payment and agreed to 24 monthly installments of $26.50. Our records indicate that this handset was not returned to our National Return Warehouse. It was used on the mobile number ending in [redacted] from September 22, 2014 through January 15, 2015. Also, this handset was purchased at a T-Mobile store and should have been returned to the original point of purchase. In an effort to resolve this matter, T-Mobile applied a credit of $238.50 for the HTC One M8 final EIP balance. As stated above this was a credit that was not refundable as the credit impacted the balance owed on the EIP for the HTC One M8. On August 25, 2015, as a courtesy to Mr. [redacted], T-Mobile applied a temporary adjustment to be able to resume his account and his EIPs on his account. Once the account was activated and EIPs resumed, the temporary credits were then removed. As of October 7, 2015, Mr. [redacted] account balance is $1,265.86, which consists of his monthly access charges for services utilized from August 27, 2015 through October 26, 2015, monthly EIPs, final EIP charges for the following: Apple iPhone 5S in the amount of $270.00, Samsung Galaxy tablet in the amount of $250.00, iPhone 6 in the amount of $433.28, and applicable taxes. Mr. [redacted] made a payment in the amount of $270.00 for his Apple iPhone 5S so that he could be provided with a Mobile Device unlock code. Please note that the payment in the amount of $270.00 for the Apple iPhone 5S was reversed. However, Mr. [redacted] received his unlock code and made payment was not received for the handset as the payment was reversed. When payment is reversed for an EIP balance the charge will then be reflect on the next billing statement and not applied toward the account as an installment. It is T-Mobile’s position that the balance is valid and owed. As of October 7, 2015, Mr. [redacted] currently has the mobile number ending in [redacted] active and subscribed to our Simple Choice Value rate plan for $50.00 per month. Mr. [redacted] also has a Mobile broadband mobile number ending in [redacted]. This mobile number is subscribed to our Mobile Internet On Demand for $10.00 per month. The remaining EIPs on Mr. [redacted] account are five EIPs for his iPhone 6 accessories, iPhone 5S, and a lease for an Apple iPhone 6S. It is T-Mobile’s position that the EIPs and lease are valid and owed. However, in an effort to amicably resolve this matter, on October 7, 2015, upon speaking with Mr. [redacted], T-Mobile offered to issue a credit for nine monthly charges of $26.50 for his HTC M8 payment, for a total adjustment of $238.50. Mr. [redacted] stated the HTC One M8 handset was to have been used as a JUMP! trade-in, ending the EIP, when he purchased his iPhone 6 on a new EIP. Regrettably, the HTC One M8 handset was not processed as a JUMP! to JUMP! order; however Mr. [redacted] utilized the return label included with the new handset order. Please note this return label is was for Mr. [redacted] to recycle old handsets, should he choose to. It is important to note that handsets returned to T-Mobile via the recycle label are not processed as regular handset returns. Mr. [redacted] also stated that he did not request that the payment of $270.00 be reversed for his Apple iPhone 5S. As such, T-Mobile will follow up once payment has been completed again in the amount of $270.00. Mr. [redacted] requested additional time to consider the offer presented to him. Should Mr. [redacted] choose to accept this offer as a resolution to this matter he may contact me at the number provided below by November 7, 2015 at which time the offer will expire. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: 1, T-Mobile refused to admit that the referenced account (T-Mobile Account No. [redacted]) was created without my authorization or even my knowledge.2, T-Mobile refused to admit that it was T-Mobile’s fault that this account was created, which caused all the trouble. T-Mobile representative Ms. G[redacted] told me during our phone conversation that the canceled account (account No. [redacted]) was opened under my name and address using “a social security number provided to T-Mobile”, that T-Mobile had no reason to believe that it was not me who was providing that information because “when we ran it (the social security number provided by someone to open account No. [redacted]), it came back as approved”. She also informed me later that this social security number was not the same as the social security number associated with my current T-Mobile account. I could think of two possibilities. One is that T-Mobile did use my social security number to open this canceled account and now is lying about it. The other possibility is that T-Mobile opened an account under my name without checking if the credit was approved for me. Either way it’s T-Mobile’s fault that this account was opened. Admitting this mistake is the first step in resolving my complaint.3, During our phone conversation on April 12th, 2017, T-Mobile representative Ms. G[redacted] mentioned that there would be an internal investigation on how this account was created but T-Mobile will not share the result of that investigation with me, even though this investigation is about how I was wrongfully charged.4, T-Mobile continued to act in contradiction to its own statement of “T-Mobile strives to provide world-class service to all of our customers on each and every contact”. After responding to them on April 5th, 2017, I send an email to Ms. G[redacted] the same day as my response to her proposed solution, and to inform her that I had posted my response with Revdex.com. I did not hear from T-Mobile. On April 12th, I called Ms. G[redacted], left her a voicemail message, and sent her another email to remind her that I was still waiting for T-Mobile response. She then called me. 5, T-Mobile’s response on April 13th, 2017 to this complaint continued to be dishonest. It states that “T-Mobile asked that Ms. [redacted] provide her correct social security number so we can confirm accuracy of the cancelled account. Regrettably, Ms. [redacted] declined this request.” This is not true. At the beginning of our phone conversation, Ms.G[redacted] informed me that the conversation was recorded. If we listen to the recording, we would hear that she asked me to verbally tell her my social security number over the phone, to which I refused. Before asking me to tell her my social security number over the phone, she clearly stated that T-Mobile had compared the social security number on my active T-Mobile account and the social security number used to open account No. [redacted], and that T-Mobile had found the two not the same. This clearly proves that T-Mobile has my social security number, which is associated with my current active T-Mobile account, which I have confirmed with Ms. G[redacted] over the phone. I declined to tell her my social security number over the phone because T-Mobile clearly already has my social security number on its file. 5, After I refused to tell her my social security number over the phone, Ms. G[redacted] told me that T-Mobile would not be able to verify if it was the same number used to open the cancelled account. This was after she stated that T-Mobile had already compared and concluded that these were two different numbers. As an effort to help her do her job, I offered an alternative that she read to me the number used to open the cancelled account so I could tell her if it was mine. She declined.
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. However, please note that they do not acknowledge the MANY months (Before March 2015-----actual first request was November 2014) for processing our simple request. I have NOT received the promised refund but will notify you when I do.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 20, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding the cancelation of his T-Mobile account. On August 9, 2016, Mr. [redacted] activated a T-Mobile post-paid account on our “No Credit” account type. As such, Mr. [redacted] was required to remit a deposit of $80.00 for his two lines, at the time of activation.
Please note that our postpaid “No Credit” account types utilize our bill current bill system which 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. However, our bill current bill system is not a prepaid service, and as such requires a customer’s request to cancel service.
Unfortunately, as Mr. [redacted]’s account remained unpaid, his account was canceled on February 13, 2017, for non-payment. As such, Mr. [redacted]’s deposits remitted at activation were released and applied to his outstanding balance of $163.63 which was comprised of his unpaid monthly recurring charges from January 3, 2017, through February 13, 2017. Mr. [redacted]’s updated balance was $83.63 following his deposit release.
As Mr. [redacted]’s account remained unpaid, his account was referred to an outside collection agency, on March 17, 2017. As Mr. [redacted]’s account was referred to an outside collection agency, he was assessed a collection fee of $20.91, effectively updating his balance to $104.54.
In an effort to amicably resolve this matter, T-Mobile has issued a credit of $104.54 to the above-referenced account bringing the account to a zero balance. As such, Mr. [redacted]’s account will remain closed with a zero balance. 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.
Martin G[redacted]
Executive Response

April 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]  T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding the allegation of fraud and recent collection attempts. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90 days for this information to be reflected on his credit report. Upon speaking to Mr. [redacted], on March 31, 2017, he confirmed the matter is resolved and he has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

Revdex.com:
  Hi Revdex.com,   Thank you for so much for helping me to resolved my issue. I'm just let's you know that  T-Mobile, they reach me and keep their promises ,I'm happy now for further if they add any other option to reverse this rebate then I'll need again your judgment.    So, thank you again to help me for solved this problems.     Thanks & regards, [redacted]

July 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
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 file number.
T-Mobile regrets any concerns Ms. [redacted] has in regards to the credit inquiry. Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit. Similarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal credit. Based on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service. In addition, for any customer asking to use the EIP program to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms.
Based on our records, it appears that Ms. [redacted] attempted to activate service on September 14, 2016, but never fully completed the activation of an account. If the applicant walks away rather than complete the activation under the terms offered, we must send the potential customer a letter. As such, Ms. [redacted] was sent an Adverse Action letter to the address provided in her correspondence to your office, as required under the Fair Credit Reporting Act (“FCRA”). T-Mobile regrets any confusion or misunderstanding the Adverse Action letter may have caused.
However, if Ms. [redacted] feels that there is an error with her credit report, we recommend that she dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
Ms. [redacted] may also initiate a dispute with each credit bureau at their respective websites:
For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action
For Experian: http://www.experian.com/disputes/main.html
For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit
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.
Andrew S[redacted] Executive Response