T-Mobile Usa Inc

January 19, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of records is a business, [redacted] and that Mr. [redacted] is designated as the point of contact and authorized user for the account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on May 13, 2015, a Wi-Fi Cellspot Router was mailed to Mr. [redacted]. Further records confirm that on May 31, 2015, a second Wi-Fi Cellspot Router was mailed to Mr. [redacted]. These devices were mailed to Mr. [redacted] to improve his coverage at his billing address. Please note that the Wi-Fi Cellspot Routers are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. It is important to note that when T-Mobile sent Mr. [redacted] the above devices, the initial $25.00 deposit requirement was waived for him. Additional records confirm that on January 14, 2017, Mr. [redacted] returned the above Wi-Fi Cellspot Routers. Although Mr. [redacted] did not pay a deposit for either of the above devices, on January 16, 2017, as a courtesy to him, we applied a $50.00 credit to his account. This credit reduced Mr. [redacted] balance to $118.36 and he may verify this by visiting www.T-Mobile.com. 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. Brian W[redacted] Executive Response

Tell us why here...
October 9, 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 September 26, 2017, regarding the above-referenced account. T-Mobile made several attempts to contact Ms. [redacted] without success. As such, we will be responding to Ms. [redacted]’ concerns within this letter.
T-Mobile regrets any inconveniences Ms. [redacted] may have encountered with her above-referenced account. In reviewing Ms. [redacted] account, our records show that on August 7, 2017, Ms. [redacted] billing statement was provided to her showing an outstanding balance of $455.76, which included a past due balance of $225.74, and current charges of $230.02 for services from August 7, 2017, through September 6, 2017. Between the dates of August 14, 2017, through August 27, 2017, Ms. [redacted] made payments totaling $230.74 with her MasterCard ending in 5707, which brought her balance to $225.02. Please note that T-Mobile may charge an $8.00 payment support fee when making payments through Customer Care. Therefore, since Ms. [redacted] made one of the payments through Customer Care she was assessed the payment support charge brining her balance to $233.02.
T-Mobile records indicate that on September 7, 2017, Ms. [redacted] set up a two-part payment arrangement on www.T-Mobile.com, wherein, she agreed to pay $46.60 on September 21, 2017, and $186.42 on October 5, 2017. Additionally, our records confirm that on September 7, 2017, Ms. [redacted] billing statement was provided showing an outstanding balance of $464.95, which includes the above past due balance and current charges of $231.93 for services from September 7, 2017, through October 6, 2017.
It is important to note that on September 16, 2017, Ms. [redacted] August 27, 2017 payment of $161.74 was returned as unpaid from her financial institution. Please note that if a customer defaults on a payment arrangement or if a payment is returned which has been agreed to, then collection activity automatically resumes on the account. Our records indicate that on September 21, 2017, Ms. [redacted] made a payment of $41.60 as agreed for her payment arrangement. However, since Ms. [redacted] payment was returned, her account was suspended on September 24, 2017. It is T-Mobile’s position that Ms. [redacted]’ account was appropriately suspended.
On September 26, 2017, Ms. [redacted] contacted Customer Care and she made a payment of $105.14, which restored service to her account. If we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. However, as a courtesy these fees were waived by Customer Care when service was restored to her account. As of the date of this letter, Ms. [redacted] account is active with an outstanding balance of $504.95. 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.
Ruby Q[redacted]
Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017 regarding the above-referenced account.
T-Mobile is delighted that Mr. [redacted] has chosen T-Mobile as his [redacted] service provider and we welcome him to the Un-carrier-family. We regret to hear that Mr. [redacted] has concerns regarding our recent promotion and we appreciate the opportunity to address the matter.
Please be advised that our 2017 Tax Time Switcher Offer was available from January 5, 2017 and for a limited time only and offered a $150.00 rebate card after submission for each line ported to a qualifying rate plan. It is important to note that this promotion did require that the lines ported to T-Mobile be ported either from [redacted] or from [redacted]. As, Mr. [redacted]’ lines were not ported from either of these carriers, his submission was denied. [redacted], regardless of any other affiliation, was not included in this promotion.
However, on March 28, 2017 Mr. [redacted] contacted our Customer Care team at which time, in an effort to amicably resolve the matter, his rebate cards were approved though not qualified for the promotion. Mr. [redacted] should allow six to eight weeks to receive his rebate cards. We regret any inconvenience to Mr. [redacted] regarding this promotion.
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

June 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. ** experienced regarding collection calls for the above-referenced account number. As outlined in Mr. **’s correspondence to your office, T-Mobile resolved Mr. **’s concerns under file number [redacted].
T-Mobile reviewed the account number [redacted] Mr. ** received from the third party collection agency that was contacting him. T-Mobile records indicate on January 20, 2017, this account was created. On May 24, 2017, Mr. ** contacted our Customer Care department stating he did not activate the account and our Fraud Team was contacted to review the matter further.
On May 25, 2017, our Fraud Team completed its investigation of this matter and determined that the allegation of fraud had been substantiated. Therefore, Mr. ** 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. ** should allow approximately 90 days for this information to be reflected on his credit report. T-Mobile regrets any inconvenience to Mr. **.
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.
Jennifer G[redacted]
Executive Response

December 30, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 27, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding surrounding T-Mobile’s policy regarding account permissions for Authorized Users and any concerns surrounding the receipt of Ms. [redacted]’s final bill. Please be advised that an Authorized User is a person who is at least 18 years old (at least 21 years old in Puerto Rico) and is allowed to complete all account change requests except account cancellations and change of responsibility. It is important to note that these changes may create additional monthly recurring charges and one-time fees. The billing responsible party is held responsible for changes made by any Authorized Users and any related charges or fees. T-Mobile records indicate that on December 24, 2014, an Authorized User on Ms. [redacted]’s account, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Alcatel Fierce 2 handset 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. Accordingly, [redacted] was asked to make a down payment in the amount of $115.46 and agree to a series of 24 monthly installments in the amount of $4.06. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled on August 9, 2015, the remaining EIP balance of $69.15 was accelerated and posted to the final billing statement dated September 8, 2015. It is T-Mobile's position that the remaining EIP balance is valid and owed. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued an account credit in the amount of $69.15 for the equipment ordered by Mr. [redacted] Additionally, Ms. [redacted] has remitted payment in the amount of $102.85 for her LG G2 device billed under EIP that was accelerated during cancellation. Ms. [redacted]’s account remains cancelled with a zero balance. Please be advised that Ms. [redacted]’s credit has not been impacted by her T-Mobile account. 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. Ty R[redacted] Executive Response

August 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 August 3, 2016, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. We regret to hear that Mr. [redacted]’s coverage in his area was not adequate and he had to cancel his T-Mobile service. Our records indicate Mr. [redacted]’s account was activated on May 26, 2016, with two lines of service and was canceled on June 1, 2016. It should be noted that Mr. [redacted]’s account was billed in advance for services and therefore on May 27, 2016, T-Mobile sent Mr. [redacted] his initial billing statement which reflected the balance of $111.62 for services from May 27, 2016, to June 26, 2016. However as the account was canceled, T-Mobile applied credits of $87.09 for the unused services from June 1, 2016, to June 26, 2016. After these credits this left Mr. [redacted] with an outstanding balance of $24.53 for prorated charges for services utilized from May 26, 2016, to June 1, 2016. As such on June 27, 2016, T-Mobile sent Mr. [redacted] his billing statement which reflected the remaining balance of $24.53. Although on August 5, 2016, T-Mobile applied a courtesy credit of $24.53, which was the remaining balance. Therefore Mr. [redacted]’s account remains closed with a zero balance. Furthermore our records confirm that Mr. [redacted]’s account was never referred to an outside collection agency and remained within T-Mobile. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Mercedes [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]
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 March 29, 2017, regarding the above-referenced account. T-Mobile records confirm that Mr. ** is an authorized user on the business account [redacted] Inc.
In Mr. **’s letter to your office, he indicates that he is not able to use service with his handset in or around his home. We regret any coverage issues Mr. ** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. ** activated his T-Mobile service on December 11, 2016, when he activated two voice lines and one Mobile Internet Line. At the time of activation Mr. ** purchased a T-Mobile Sync Up device using our Equipment Installment Plan (“EIP”) offering for his mobile internet line. Mr. ** was not required to remit a down payment but did agree to 24 monthly installments of $6.25 for the device.
As of the time of Mr. **’s purchase of his Sync Up for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed him to use the equipment to see if it meets 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 Equipment Installment Plan (EIP) entered into at the time of the original purchase. Additionally, as Mr. ** was not under contract for his voice lines he was able to cancel them at any time if he was not satisfied with the service provided.
Additionally, our records indicate that the account was on the T-Mobile ONE rate plan, which includes unlimited calling. T-Mobile reviewed the time the account was active from December 11, 2016 through February 14, 2016, and over the course of those two months, Mr. ** used 80 minutes and 2.8GB of data. As such, it is T-Mobile’s position that Mr. ** is able to utilize the service and we consider the charges to be valid
In an effort to amicably resolve this matter, on March 21, 2017, T-Mobile applied a credit in the amount of $25.00 as a courtesy to Mr. **. Furthermore, our records confirm that Ms. ** remitted payment for the balance in full in the amount of $392.46 for the service charges incurred while the account was active and the EIP charges for the Sync UP device referenced above. Mr. **’s account will remain closed with a zero balance.
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

Complaint: [redacted]I am rejecting this response because:
Lizette C[redacted], from T-mobile, told me that I would be receiving an updated bill from them in July. I am still waiting on the bill. Also, my credit card was charged $419.48 on 5/08/2015. I was told that this amount would be credited back to the card however, I am still waiting on that too. I would appreciate it if the case remains open until I receive my credit as well as my bill with all the correct adjustments. Hopefully, it is not too late to reopen the case.
 
Sincerely,
[redacted]

June 7, 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 May 29, 2016, regarding the above-referenced account. We are pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns; we appreciate the opportunity to respond to this matter. T-Mobile records indicate that on June 10, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP") offering. Please note that EIP is an equipment purchasing option that allows customers the ability to acquire handsets and pay them off over a series of 24 monthly installments which are added to their monthly billing statement. Our records indicate that on June 10, 2015, Ms. [redacted] purchased an LG Leon handset for use on her line ending [redacted], at the full retail price of $149.76. Please note that Ms. [redacted] was not required to remit a down payment for this purchase, however she agreed to 24 monthly installments in the amount of $6.24. T-Mobile records indicate that on July 10, 2015, Ms. [redacted] qualified for, and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note 4 handset, and OtterBox case, and a JBL Charge 2 Plus speaker, at the total combined retail price of $909.82; Ms. [redacted]’s monthly installments were $29.16, $2.50, and $6.25 respectively. T-Mobile records confirm that on January 8, 2016, Ms. [redacted]’s mobile number ending [redacted] was cancelled as this number was ported to an alternate service provider. It should be noted that the LG Leon handset for this mobile number would continue to bill as agreed as her account remained active with alternate mobile numbers. Our records also indicate that on March 8, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S7 handset, at the full retail price of $669.99. Please be advised that Ms. [redacted] was not asked to remit a down payment for this handset; however, she agreed to a series of 24 monthly installments in the amount of $27.92 for this purchase. T-Mobile records confirm that on March 19, 2015, Ms. [redacted] contacted T-Mobile and advised that the mobile numbers ending [redacted] and [redacted] on her account were interested in opening their own T-Mobile account. Please be advised that T-Mobile allows qualified customers to participate in a Change of Responsibility (“COR”), which provides the ability for mobile numbers to be transferred from one account to another. Qualified individuals may also have their EIP transferred. Our records confirm that on March 19, 2015, Ms. [redacted]’s mobile numbers ending [redacted] and [redacted] were successfully removed from Ms. [redacted]’s account by way of COR. Please be advised that after Ms. [redacted]’s mobile numbers were transferred from her account, her estimated monthly charges were estimated to be $158.83, including estimated taxes and fees for two lines of service; however, this figure does not include her previously accepted EIP charges. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. T-Mobile records confirm that Ms. [redacted]’s billing statement dated May 9, 2016, carried a total balance as $587.17. Please be advised that $314.45 was considered past due. Ms. [redacted] was assessed $272.72 in current statement charges for monthly access, EIP, and applicable taxes and fees for service between April 10, 2016, and May 9, 2016. Please be advised that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by June 2, 2016. T-Mobile records indicate that on May 27, 2016, Ms. [redacted] remitted a $157.22 payment. Accordingly, Ms. [redacted]’s account balance was updated to reflect that $157.23 remained as past due, and $272.72 remained due by June 2, 2016. Our records also confirm that on May 27, 2016, Ms. [redacted]’s account received $46.02 in account credit. Please note that these credits did not impact Ms. [redacted]’s past due amount, however her amount due by June 2, 2016, was updated to reflect $226.70. Our records do not indicate that Ms. [redacted] remitted a payment toward her May 2016 billing statement by its respective due date. As such, on June 3, 2016, Ms. [redacted]’s account balance was updated to reflect that $383.93 was past due. Please note that on June 6, 2016, T-Mobile contacted Ms. [redacted] regarding her billing concerns, and although it is our position that her balance is valid, we offered a one-time $200.00 courtesy credit to her account. Additionally, T-Mobile explained that her quoted amount does not include her EIP charges, and upon speaking with her, T-Mobile agreed to absolve her of the remaining charges associated with her LG Leon handset, and her JBL Speaker. As a final gesture of good faith, T-Mobile offered to provide Ms. [redacted] with a rate plan change to our Select Choice Family plan, which provides her with nationwide unlimited calling, text messaging and data with five gigabytes of smartphone mobile hotspot, at a reduced price of $90.00 per month, plus taxes and applicable fees. Please note that Ms. [redacted] is aware that her quote for services does not include her remaining EIP charges for her Samsung equipment and accessory. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns. Accordingly, T-Mobile provisioned Ms. [redacted]’s plan change, absolved her of the remaining EIP balances for the LG Leon and JBL Speaker, and applied her courtesy credit. Ms. [redacted]’s account remains in an active status with a $183.93 balance, for monthly access, applicable taxes and fees for service between April 10, 2016, and May 9, 2016. As a final gesture of good faith, T-Mobile has secured Ms. [redacted]’s account from being impacted by a payment delinquency suspension through June 18, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours, T-MOBILE USA, INC. Jason A[redacted] Executive Response

May 30, 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 May 19, 2016, regarding the above-referenced account. T-Mobile previously addressed Ms. [redacted]’s concerns in our response to your files number [redacted] and [redacted], both on May 30, 2016. As indicated in these previous responses: we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her handset rebate. Strictly for clarification, T-Mobile did not have a Buy One Get One Free (BOGO) promotion for Razor devices at the time Ms. [redacted]’s account was activated. T-Mobile, in conjunction with Samsung, was offering a BOGO promotion for the Galaxy S7 or S7 Edge handset. As this is the device that Ms. [redacted] purchased at the time of activation, T-Mobile believes this is the promotion Ms. [redacted] is referencing in her correspondence with your office. T-Mobile records confirm that on March 12, 2016, Ms. [redacted] activated a postpaid account with two voice lines of service. At the time of activation T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 Gold handsets with 32GB of memory. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.92 per month, per device. As part of Samsung’s BOGO offer, Ms. [redacted] was required to purchase two Samsung Galaxy S7 or S7 Edge handsets on EIP, and submit proof of purchase on the web site www.t-mobile.com/promotions using the promo code GS7BOGO within 30 days of purchasing the second device. Once the documentation was received and Samsung validated the proof of purchase; within eight weeks, Samsung would then mail Ms. [redacted] a prepaid rebate card for the purchase price of one handset, minus any required taxes. T-Mobile records confirm that the last date to redeem this code was on April 17, 2016. Additionally, this promotion could be combined with the Samsung Galaxy S7 and S7 Edge Netflix offer. Customers who purchased either device between February 23, 2016 and March 14, 2016 were eligible to receive a free one-year Netflix subscription in the form of a promotional code to be delivered to the customer’s email after redemption on www.t-mobile.com/SamsungOffer no later than March 31, 2016. Records confirm that at the time of Ms. [redacted]’s purchase, the Samsung Galaxy S7 and S7 Edge BOGO promotion could also be combined with the Samsung Gear VR/Oculus offer. Customers that purchased a Samsung Galaxy S7 or S7 Edge handset qualified to receive a free Gear VR and Oculus 6-game bundle from February 23, 2016 through March 18, 2016, by redeeming online at www.t-mobile.com/SamsungOffer no later than March 31, 2016. We make every effort to provide complete and accurate information to our customers. T-Mobile records confirm that Ms. [redacted]’s proof of purchase was not received by the previously referenced redemption dates. Therefore, Ms. [redacted] did not qualify for the BOGO offer, Netflix offer or Samsung Gear VR offer. In an effort to amicably resolve this matter, on May 23, 2016, T-Mobile closed Ms. [redacted]’s remaining EIP balance of $586.23 for one of the Samsung Galaxy S7 handsets. Ms. [redacted] will receive a credit of $669.99 for the full retail price of the device on the following billing statement dated July 7, 2016. Additionally, T-Mobile has ordered a prepaid refund card in the amount of $400.00 to be shipped to Ms. [redacted]’s billing address on file to allow her to purchase two one-year Netflix subscriptions and two Gear VR devices. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]-[redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted]Executive Response

November 9, 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 November 3, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding the handset that was blocked and his most recent equipment purchase. As previously stated in our response on October 26, 2015, T-Mobile blocks phones that have been lost, stolen or obtained fraudulently from being reactivated which helps reduce the amount of handset fraud that occurs when equipment has been acquired by fraudulent methods. Regrettably, this is the case with t Mr. [redacted]’s device and as such his device cannot be used on our network. Our records confirm that on October 20, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a Samsung Galaxy S5 handset as a result of the above mentioned handset being blocked. Nevertheless, on October 26, 2015, T-Mobile removed the block from Mr. [redacted]’s handset. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has offered, upon receipt of the handset in like new condition to the address provided below, to remove the EIP from Mr. [redacted]’s handset. Additionally, T-Mobile as offered to refund Mr. [redacted]’s purchase in the form of a prepaid refund card. [redacted] T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (I.E., missing a battery or charger) a $40.00 restocking fee will be deducted from the credit offered above. If the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr. [redacted]. Mr. [redacted] must have the equipment postmarked for return no later than December 5, 2015. 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. Ruben A[redacted] Executive Response

May 15, 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 May 2, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] mat have experienced regarding her account.
To begin with, T-Mobile records indicate that on June 12, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6s Life-proof case. Further records confirm that on July 6, 2016, Ms. [redacted] purchased an iPhone 6s screen protector. Careful review of Ms. [redacted]’s account confirms that she was not charged twice for the case as she mentions in her correspondence.
T-Mobile records confirm that on March 6, 2017, Ms. [redacted] transferred mobile number ending in [redacted] to another T-Mobile account and agreed to a Change of Responsibility (“COR”). A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. That same day on March 6, 2017, Ms. [redacted] cancelled her other mobile number ending in [redacted].
Ms. [redacted]’s billing cycle ran from the 2nd of one month to the 1st of the following month with a due date of the 22nd of every month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through April 1, 2017. Our records show that Ms. [redacted]’s final billing cycle ran from March 2, 2017, through April 1, 2017, due April 22, 2017, in the amount of $290.78. This balance included monthly access charges and applicable taxes and fees including a past due amount of $263.69 from her previous cycle. Further records show that Ms. [redacted]’s last payment remitted was on March 6, 2017, in the amount of $59.35.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 15, 2017, T-Mobile credited $290.78 as a gesture of goodwill bringing the balance to a zero balance. Please be advised that the account remains closed with a zero balance.
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.
Chris L[redacted]
Executive Response

November 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated October 28, 2016, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to release any account information to Mr. [redacted]; however we have attempted contact with Mr. [redacted] to discuss the Mobile Device Unlock code request and requirements. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. T-Mobile’s Executive Office would like the opportunity to work with Mr. [redacted] to attempt to provide him with a satisfactory resolution regarding his request for the Mobile Device Unlock Code’s for the two Apple iPhone 7 devices that were purchased at Best-Buy. It is important to note that Mobile Device Unlock Codes are available to customers who meet our eligibility requirements such as: • The account must be in good standing. • There has to be continuous usage of the device for at least seven days. • An unlock code for the same line of service cannot be provided within a 90 day window. • Only two unlock codes per line of service are provided in a 12 month period. • The device should be sold through T-Mobile or a T-Mobile authorized dealer. Mr. [redacted] may contact me at the below number when he has the opportunity to discuss the referenced devices. 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. Lupe C[redacted] Executive Response

February 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 5, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] and his wife regarding her recent visit to a local T-Mobile retail store.
Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy:
“You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).”
Based upon the above, it is our position that the restocking fee assessed when Mr. [redacted] returned his device on February 4, 2017 is valid.
However in an effort to amicably resolve this matter, T-Mobile applied a bill credit on February 4, 2017 in the amount of $25.00 to Mr. [redacted]’s account.
In a further effort to amicably resolve this matter, on February 6, 2 017 T-Mobile applied an additional credit to Mr. [redacted]’s account in the amount of $25.00. As such, Mr. [redacted] has received a bill credit totaling $50.00. Mr. [redacted] has a credit balance of $50.00 which will be applied to his next bill due on February 28, 2017.
Please be assured 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. and Mrs. [redacted]’s recent visit to our retail location.
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

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 Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2015, 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 regrets any concerns Ms. [redacted] may have experienced regarding the expected coverage in her area and the compatibility of her handset with T-Mobile’s LTE network.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. 
 
In an effort to resolve the matter, on July 3, 2015, as a courtesy to Ms. [redacted], T-Mobile sent Ms. [redacted] an Alcatel One Touch Evolve 2 handset with the IMEI number of [redacted], at the full retail price of $79.20, plus applicable taxes of $7.65 and $24.99 for overnight shipping.
 
T-Mobile records indicate that on July 15, 2015, Ms. [redacted] contacted T-Mobile Customer Care and advised that the Alcatel One Touch Evolve 2 handset was non-functional in her coverage area as well.  In an effort to assist Ms. [redacted], an alternate handset, the Alcatel One Touch Pop Astro handset was sent to the billing address on file at the full retail price of $149.76, plus the applicable taxes of $15.51 and $24.99 for overnight shipping.
 
On July 24, 2015, T-Mobile applied a courtesy credit of $79.20 for the Alcatel One Touch Evolve 2 handset.  Additionally, on the same date, T-Mobile applied a credit of $15.51 to the account, for the taxes on the Alcatel One Touch Pop Astro handset.  T-Mobile shows no record of either handset being returned to T-Mobile’s warehouse.
Although it is outside the allotted 14 day return period, in an effort to amicably resolve the matter, T-Mobile will allow Ms. [redacted] to return the Alcatel One Touch Evolve 2 handset in good working condition, within 30 days to my attention at:
 
Executive Response
Attention: Diana J[redacted]
Albuquerque, NM 87107
 
Upon receipt of the handset, T-Mobile will apply a credit of $190.26 to Ms. [redacted]’ account, for the $149.76 and $24.99 charged for the Alcatel One Touch Pop Astro handset and the $6.99 and $7.65 charged for the Alcatel One Touch Evolve 2 handset, reducing the account to a credit balance of $11.83. 
 
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.
 
Diana J[redacted]
Executive Response

Good afternoon,  this is in regards to complaint #[redacted]
 
I spoke with Zachary S[redacted] from T mobile this morning regarding my defective phone.  We agreed on me receiving a refurbished Galaxy S 6 to rectify my current issue with my current Galaxy S5. 
 
As of now I'm...

satisfied with the agreement. 
 
Thank you for your assistance. 
 
[redacted]

Complaint: [redacted]I am rejecting this response because:  The details of T-Mobile's response is not accurate.  Please see the attached.  I have returned the T-Mobile phones on October 8, 2016. I have provided a copy of the receipt.   I have also tried to contact Mr. Ronnie A[redacted] on two occasions and was only able to reach his voice mail.  I was told by T-Mobile's representatives on several occasions that I only needed to upload my final bill to Switch2Tmobile and I would then receive reimbursement.  Please see my attached letter.  The site does not recognize my information.    I have called T-Mobile's reimbursement line several times and no assistance was given to me.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
First.-  t-mobile has contact me just ONE time not "attempts" and IT WAS successful  .  this is the message and my response:
From: [email protected]: [redacted]@aol.comSubject: RE: Your T-Mobile AccountDate: Mon, 18 Jan 2016 18:00:28 +0000Hello,    T-Mobile is in receipt of your Revdex.com correspondence regarding your account.  I am the investigator that has been assigned to review your concerns. Please contact me at the number below so we can discuss your concerns.  Please be advised, I am available Monday through Friday, between the hours of 7:30 AM and 4:00 PM Pacific Time, except on Tuesdays, when I am available from 10:30 AM until 7:00 PM Pacific Time.  If I am unavailable, please leave me a voicemail with a number you can be reached at, as well as a time to contact you.  I look forward to hearing from you soon.Thank you,       Chris P[redacted]Executive Response Office of the President/CEODesk: 877-290-6323 ext[redacted]Email: [email protected] T-Mobile – Fastest Nationwide 4G LTE NetworkNOTICE: This communication may contain privileged or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you
RE: Your T-Mobile AccountI O   1/18/16  To: Executive Response ECR[redacted]@aol.comHi,              Please read again the full claim submitted to the Revdex.com.   WE, I nor my husband, have ANY ACCOUNT with you.we DON'T have or had any account or number with T-mobile.
 
Second.-      Obviously T-mobile DOES NOT takes account security THAT MUCH very seriously;  because if they did we wouldn't be receiving emails with an ACCOUNT NUMBER and AMOUNT DUE. 
 
Third.-         We DONT KNOW who the account holder of record is.
 
Finally, we contact Revdex.com to bring to the attention that somehow, someone for some reason is contacting my husband by his personal email, is coming from within T-mobile company, with this account information with my husband name.  and there is the fishy thing, it shows ONLY my husband first name. and it seems to us that they may try to hold him responsible for it.   we only ask that Revdex.com are inform about it, and mediate on our behalf so t-mobile will not contact us by any means ever again. and do their on investigation within their own company, and find out why and who is sending this emails to my husband. and above all to find out who is the REAL account holder is.        I repeat, me and my husband are from mexico, living in mexico, with no address or cell or phone of any kind in the USA. we DON'T have or had any account or number with T-mobile.
 
Sincerely,[redacted]

June 1, 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 May 25, 2017, regarding the above-referenced account. Please note that T-Mobile attempted to reach Mr. [redacted] but we were unsuccessful, therefore we will make every effort to fully address his concerns in this letter.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile has carefully reviewed Mr. [redacted]’s account and we have been unable to find documentation that he was offered a free device. Please note that T-Mobile no longer provides customers with free handsets as we eliminated contractual agreements several years ago; therefore an offer for a free device is being issued as a courtesy to a customer outside of our normal policies and guidelines. As this is the case, such offers are most often one time and need to be accepted at that time or will no longer be honored. If Mr. [redacted] did experience a previous offer being later declined, that is within T-Mobile’s normal procedures.
Further review of Mr. [redacted]’s account has confirmed that he has very frequently received handsets at no cost with no obligation on his part, but as a courtesy to him. T-Mobile has confirmed that, going as far back as July 2010, Mr. [redacted] has been credited in full for all devices that were ordered for him by our Customer Care team. This is a total value of $4,059.90 which does not include the sales tax and shipping costs that were also consistently waived. Based on this information, it is T-Mobile’s position that Mr. [redacted] has been generously compensated in regards to his handset upgrade requests and we respectfully decline his current request for a free Samsung Galaxy S8+.
T-Mobile would like to encourage Mr. [redacted] to review our Equipment Installment Plan offer to provide him with a very low out of pocket expense at the time he purchases new devices. Additionally, T-Mobile suggests that Mr. [redacted] follow us on social media sites like Twitter and Facebook to remain up to date on all our current offers so he can be sure to take advantage to any that suit his needs.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response

February 9, 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 30, 2016 regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns regarding his credit card being charged and the purchase of handsets without his authorization. T-Mobile records indicate that on January 26,2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6S Rose Gold and an iPhone 6S Plus Silver. At the time of Mr. [redacted]’s purchase, he made a down payment in the amount of $212.00 and agreed to a series of 24 monthly installments in the amount of $53.59. After researching Mr. [redacted]’s concerns, T-Mobile has closed out the EIP and on February 4, 2016, refunded Mr. [redacted] the down payment in the amount of $212.00. Please note that it can take three to five business days for the refund to appear on Mr. [redacted]’s credit card. We regret any coverage issues that Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. Please be advised that there are several factors that can affect actual service quality and availability. T-Mobile provided a Mr. [redacted] a 14-day return period and if the equipment or coverage was not acceptable, it could be 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. However, customers returning equipment may be assessed a restocking fee at the time the return is processed. Our records show that on January 29, 2016, Mr. [redacted] returned the equipment to the retail store and cancelled his account; it remains closed with a zero balance. In order to amicably resolve the matter, on February 8, 2016, T-Mobile sent Mr. [redacted] a refund in the amount of $100.00 to the address on file and on the complaint to your office. Please note that the refund is sent in the form of a prepaid refund card and can take seven to ten business days to be received. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Jimmie P[redacted] Executive Response