T-Mobile Usa Inc

September 20, 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 September 13, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to the above-mentioned T-Mobile account. Please note as previously mentioned in our correspondence to your office dated August 24, 2016, T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on March 18, 2016, with new mobile numbers ending in[redacted] and intended to take advantage of our Carrier Freedom promotion whereby not only are Early Termination Fees (“ETF”) reimbursed, but also accelerated equipment installment balances up to $650.00 per device. There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. In order to be eligible for this promotion, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. Within 60 days of activation, customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com. A review of Mr. [redacted]’s reimbursement offer status indicates that we did not receive any device trade-ins. T-Mobile records confirm four of the seven mobile numbers on Mr. [redacted]’s account were ported from another carrier which is a requirement to qualify for the above-mentioned reimbursement. This included the mobile numbers ending in [redacted] However, one of the final [redacted] bill copies Mr. [redacted] emailed us on August 19, 2016, only detailed a payment of $622.84 and a zero balance. There was nothing indicating this payment was for a device buyout or what mobile number it was for. Please note T-Mobile needs to be able to see the charge we are reimbursing and that the mobile number that were ported into T-Mobile. On August 24, 2016, and again on September 16, 2016, we asked Mr. [redacted] to send a copy of an itemized bill showing the device buyout, ETF and the mobile number that the charges were assessed toward. On August 19, 2016, Mr. [redacted] also provided a [redacted] bill detailing a $170.00 ETF for the mobile number [redacted]. However, this mobile number was not ported to T-Mobile, and our system shows the number is still with [redacted]. We are unable to provide a reimbursement for this ETF as the mobile number was never ported to T-Mobile. However, as a courtesy to Mr. [redacted], we advised we will add $170.00 to the below overall credit once we receive the trade-in devices. On August 19, 2016, a third [redacted] bill provided by Mr. [redacted] detailed charges of $49.98, $324.87, and $494.00 for device payment buyouts, and the mobile numbers ending in [redacted] have all been ported to T-Mobile. As such we advised Mr. [redacted] we will be able to provide reimbursement in the amount of $1,038.85 which includes the above $170.00 ETF for the mobile number ending in [redacted], once we receive the devices in good working condition at the Executive Response Office. Mr. [redacted] stated a bill credit to his T-Mobile account would be sufficient. In regards to the $670.00 rebate card that we sent to Mr. [redacted] on August 5, 2016, if the card is not working Mr. [redacted] will need to contact Citibank directly at 1-800-522-7458. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

Revdex.com:
  Please cancel this complaint. The issue has been resolved

October 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: *** *** T-Mobile Account Holder: *** *** *** Your File No. *** T-Mobile Account No. *** To...

Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 2, 2016, regarding the above-referenced account. On October 4, 2016, T-Mobile spoke with *** ***, who was added as an authorized user on September 14, 2016. T-Mobile makes every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ***’s recent contact with our Customer Care. From September 15, 2016 through September 25, 2016, new and existing postpaid customers on the T-Mobile ONE rate plan could get a new ‘iPhone 7 On Us’ (or an iPhone 7 Plus for $120.00) with the trade-in of an eligible iPhone and activation on a 24-month Equipment Installment Plan (“EIP”). Mr. *** confirmed that the iPhone 7 32GB handset upgrade order was placed on September 15, 2016, following the addition of himself as an authorized user on the account. T-Mobile confirms that iPhone 7 On Us credit for an Apple 5S handset would be $341.99. Mr. *** confirms that he did not accept the T-Mobile One rate plan change required for the iPhone 7 On Us offer. In an effort to resolve this matter amicably, T-Mobile applied a payment of $400.00, to Mr. ***’s EIP balance of $595.99. The payment will reduce the number of installments due and not decrease the monthly installment amount of $24.84. There was also an account credit of $58.00 applied for the estimated trade-in value of the Apple iPhone 5S handset. The account currently reflects a zero balance. 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. ***. Very truly yours, T-MOBILE USA, INC. Pancho Q*** Executive Response

March 21, 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 17, 2016, regarding the above-referenced file number. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. As indicated in our March 16, 2016 response, T-Mobile currently partners with a third party company, Vesta, to process refill payments for prepaid accounts. In an effort to protect customers from fraudulent payments, Vesta may require additional verification information when a payment is processed. The information required for verifications is related to the payment account, and is requested at random. It is important to note that if additional verification is required at the time of a payment, it cannot be bypassed. However, a prepaid refill card may be used in place of a credit card or electronic check refill. Our records confirm that Ms. [redacted] contacted our prepaid refill center on March 3, 2016, to refill her account. Ms. [redacted] was asked to provide additional verification of her payment account at that time to proceed with the payment. As indicated by our partners at Vesta, the required verification information was not provided, and regrettably, a refill could not be applied to Ms. [redacted] account. However, in an effort to amicably resolve Ms. [redacted] concerns, on March 3, 2015, T-Mobile issued a credit to her account in the amount of $50.00 for one billing cycle of her service. This moved Ms. [redacted] account into a paid status, and her service remains active, with a zero balance. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

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 Prepaid No. XXX-XXX-[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 prepaid number. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to the Mobile Device Unlock requirements. Device unlock codes are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on May 27, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in [redacted], for an LG G4 handset. However, at that time the device was not eligible for a Mobile Device Unlock code as the handset was not purchased directly from T-Mobile, but rather from the third-party vendor Amazon at the full retail price. Additionally, Mr. [redacted]’s line of service had not been active for the require 365 days with the required $100.00 in refills having been applied to the line. Therefore, Mr. [redacted]’s request for a Mobile Device Unlock code was declined. Nevertheless, in effort to assist Mr. [redacted] on June 6, 2016, T-Mobile received Mr. [redacted]’s proof of purchase and acquired the Mobile Device Unlock code from LG directly. T-Mobile then forwarded this information to Mr. [redacted]. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

Revdex.com:
 
I left a message on the T-Mobile Facebook page just after making my Revdex.com complaint. Two representatives reached out to me to resolve the issue. After she looked into my account history, she determined that the equipment in question could not be traced and there was no...

receipt of UPS delivery, so she said that I would be refunded the full amount of $351. I just want to say that that was the fastest, most effective response I've ever had with T-Mobile and I let Jessica know I appreciated her help in rectifying the situation. I will send you a message confirming receipt of my refund when I receive it.
 
[redacted]
 
Sent from my iPhone

October 21, 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. 9[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 13, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records confirm that on August 1, 2015, Ms. [redacted] entered into a JUMP! On Demand lease by selecting the iPhone 6 handset. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. T-Mobile records indicate that on August 1, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 6 Lifeproof cases and a iPhone car charger. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. 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. T-Mobile records confirm that Ms. [redacted] canceled her account on April 30, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]s’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through May 2, 2016. The final billing statement dated May 3, 2016, reflected a balance of $1,001.49 due by May 23, 2016, and consisted of the accelerated remaining EIP balance, remaining lease payments and purchase option price. T-Mobile records indicate that on May 4, 2016, Ms. [redacted] returned her two iPhone 6 handsets to a T-Mobile retail location. At that time a credit in the amount of $354.40 was applied to the account for the purchase option price. On October 14, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $647.09 for the accelerated remaining EIP balance and remaining lease payments. Ms. [redacted]’s account remains closed with a zero balance. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. 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. William B[redacted] Executive Response

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted].
Your File No....

[redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that [redacted] has been designated as an authorized user of the account.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] experienced issues with his service. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. [redacted] account and as part of our effort to improve coverage; we have completed upgrades in Mr. [redacted]’ area.
T-Mobile records indicate that on January 26, 2017, Mr. [redacted] cancelled his two lines of service. Please note that Mr. [redacted]’ account received a credit of $257.00 to refund him for the previous three months of service. This credit covered Mr. [redacted] account balance in full and left a credit balance of $82.00. Therefore, on April 4, 2017, T-Mobile mailed a prepaid refund card in the amount of $82.00 to Mr. [redacted]. Regretfully, T-Mobile cannot change the refund prepaid card for cash or a check refund.
However, Mr. [redacted] may request that the refund card be converted to a paper check or electronic funds transfer by contacting Citibank, the issuer of the card. Instructions are provided with the card explaining how to request a paper check. T-Mobile respectfully declines Mr. [redacted]’ request for an additional $382.00 credit. As of the date of this letter, Mr. [redacted]’ account remains cancelled 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.
Mercedes V[redacted]
Executive Response

August 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 7, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted], we have resolved this matter to his satisfaction.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contacts with our retail location.
We are sorry to lose Mr. [redacted] as a customer as a result of his experience. T-Mobile records reflect that on May 20, 2017, Mr. [redacted] purchased two Samsung Galaxy S8+ devices through our Equipment Installment Plan (“EIP”) program for use on mobile numbers ending in [redacted] and [redacted], wherein he was required to remit a down payment in the amount of $130.00 plus the taxes on the full retail price per phone, and agreed to 24 monthly installments in the amount of $30.00 per line.
T-Mobile records also reflect that Mr. [redacted] cancelled his services on all four lines on May 30, 2017. Due to an administrative error, Mr. [redacted] was informed to return the devices with the labels sent to him, rather than returning them to the point of sale, causing the delay in having his EIPs closed, and being refunded his down payments.
T-Mobile records indicate that on August 4, 2017, both EIP plans were closed as a result of having confirmation that the devices were received, resulting in pending credits to be applied to the current balance on the account when Mr. [redacted]’s next statement generates, on or around August 25, 2017.
On August 18, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns, and issued a prepaid MasterCard in the amount of $379.00, equaling the amount he paid for the down payment and taxes for the devices. Mr. [redacted] was informed it will arrive within seven to ten business days to his billing address, which he confirmed. Mr. [redacted] was also informed that collection activity has been held on his account as a result of the pending credits that will be applied to his next billing statement, and that his account will not be at risk of being referred to a collection agency. Pursuant to our conversation, Mr. [redacted] confirmed the matters have been resolved, and he has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his 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.
Adrianne F[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  Per the response from T-mobile, I have not responded to him (James H[redacted]),  I have been calling him weekly.  And again today.  The information is incorrect.  I did not sign anything allowing T-mobile to do a credit inquiry or sign up for their services.  I did not get equipment from them?  How could they activate 4 lines without phones?  Never received a bill until January and at that time it went to collections!  This is fraud!
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] 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 June 1, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. and [redacted] has been designated as an authorized user of the account. We are pleased to report that upon speaking with Ms. [redacted] we can confirm that her concerns have been resolved to her satisfaction. We are sorry to hear that our service did not meet Ms. [redacted]’s business. According to our records, the account was activated on January 6, 2016. Upon activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchases of three Apple iPhone 6 handsets, two LG V10 handsets, two LTE Hotspot Z915 handsets, and a Samsung Galaxy Note 5. 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. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to be billed $311.00, which is for the taxes on the full retail price of the equipment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $157.07, which would appear on the first bill following the purchase of the device. When 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. Once the account canceled on January 18, 2016, the remaining EIP balance of $3,769.78 was accelerated and posted to the final billing statement dated February 5, 2016. Our records further confirm that on January 28, 2016, T-Mobile received all the equipment back to our warehouse. Unfortunately, due to an inadvertent error, the equipment was not refunded until April 7, 2016. Ms. [redacted] received a full refund for the equipment for a total of $3,769.78; however, she was not refunded for the taxes on the phone or the monthly charges billed from January 6, 2016, through January 18, 2016, which left a total balance due of $628.84. On June 3, 2016, T-Mobile adjusted Ms. [redacted] for the taxes of $311.00 which left the total balance at $317.84. Although it is T-Mobile’s position that Ms. [redacted] was billed correctly for the monthly charges for service used while active, in an effort to amicably resolve her concerns and as a courtesy, T-Mobile issued a credit for the remaining balance of $317.84, leaving the account closed with a zero balance. T-Mobile has also removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for the credit report to reflect the change. Please note that on June 3, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfaction. 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. [redacted] Executive Response

August 4, 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 July 27, 2015 regarding the above-referenced account. T-Mobile is pleased to report we have resolved Mr. [redacted]’s concerns to his satisfaction. As originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (“EIP") for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. T-Mobile records confirm that, on February 17, 2015, Mr. [redacted] qualified for and took advantage of the JUMP! program by purchasing three Samsung Galaxy S4 device kits and trading in two Apple iPhone 5S devices and one Apple iPhone 5c device. T-Mobile records confirm all three Apple devices were received at our return center on February 27, 2015. Due to an inadvertent error, the EIP’s for the two Apple iPhone 5S devices remained active. When a subsequent request was submitted to complete the JUMP! transaction, the EIP’s associated with the recently purchased Samsung Galaxy S4 devices were closed, instead of those associated with the traded-in iPhone devices. T-Mobile has issued credits totaling $270.00 for all installments that were billed for the Apple handsets from March of 2015 through July of 2015. On July 20, 2015, Mr. [redacted] ported his T-Mobile numbers to another carrier, thus canceling his T-Mobile account. Please note this was done prior to T-Mobile being able to close out the Apple device EIP’s as paid in full. If a customer has an open EIP and the account is canceled, any remaining 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. Therefore, Mr. [redacted]’s final billing statement will indicate a charge of $702.00 for the Apple devices. T-Mobile has applied a credit of $702.00 to offset this charge. Mr. [redacted]’s final bill will also be assessed a charge of $237.31 for the EIP corresponding with the Samsung device which was not closed. It is important to note T-Mobile will not attempt to collect the remaining balances owed on the additional two Samsung devices that were credited in error. This is equivalent to a $599.52 credit. Although it is T-Mobile’s position that this is sufficient credit for this transaction, in an effort to amicably resolve this matter, as an additional courtesy, T-Mobile has agreed to apply a credit of $137.00 against the remaining balance associated with the Samsung device. These remaining charges will be accelerated to final billing statement accordingly. All credits issued by T-Mobile will be reflected on the final billing statement which will be issued after August 17, 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[redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:1) I was called ONCE. I have also been called by other people in response to my constant inquiries into my account. WHEN I CALLED BACK: I am ALWAYS told that the customer service representative has no idea who called me, they don't know what department that person is in, and they have no way of connecting me with that person. There is NEVER a way to reach anyone back, which is obviously a really clever way of avoiding speaking to complaining customers.2) GIVING ME REFUNDS DOESN'T FIX THE PROBLEM. The problem is that THIS KEEPS HAPPENING.I AM NOT ADDING THINGS TO MY LINES. I AM NOT ADDING LINES.REPEAT: I AM NOT ADDING THINGS TO MY LINES. I AM NOT ADDING LINES.I DID NOT AUTHORIZE OR ADD THOSE EXTRA LINES TO MY ACCOUNT. NO ONE IN MY FAMILY DID. TMOBILE IS DEFRAUDING ME BY CONSTANTLY ADDING THINGS TO MY ACCOUNT WITHOUT MY PERMISSION OR THE PERMISSION OF ANYONE IN MY FAMILY. I demanded proof (WRITTEN OR VOICE-RECORDINGS AS PROOF). that I or my family added these lines and extra charges to my account. I was denied, more than once. I FINALLY got someone to review calls, and cleverly, when the "supervisor" tried to reach me, I could never reach him again because no employee at Tmobile leaves phone numbers for you to call back (see above note on phone CSRs not being able to connect you with the person who called you).I WAS OVERSEAS WHEN THESE LINES AND EXTRA CHARGES MAGICALLY APPEARED. THERE IS NO WAY I ADDED ANY OF THESE THINGS. My mother did call in October of 2016, using the last 4 of my social security number. SHE CALLED TO CLOSE A LINE, NOT TO ADD A 6MB DATA & TEXTING PLAN. THERE IS LITERALLY NO REASON FOR HER TO DO THIS - WE HAVE UNLIMITED DATA AND SMSes. God forbid we ever call Tmobile - all of the sudden things were "magically" added to our lines. I AM SICK AND TIRED OF HAVING TO COMB THROUGH MY BILL. I SPEND LITERALLY HOURS ON THE PHONE, FIGHTING ABOUT THINGS THAT NO ONE ADDED. TMOBILE CAN NEVER PROVIDE PROOF AND ALWAYS HAS TO "REFUND" US. EVERY TIME I CHALLENGE THEM, EVERY TIME I ASK FOR PROOF, I JUST GET SHIFTY ANSWERS AND MAGICAL REFUNDS THAT ARE SUPPOSED TO MAKE ME STOP BEING ANGRY.  JUST STOP TRYING TO TRICK MY PARENTS INTO WASTING THEIR MONEY AND I WILL STOP COMPLAINING AT YOU. 
Sincerely,
[redacted]

May 3, 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 is delighted to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets the concerns that Mr. [redacted] experienced while attempting to take advantage of our 2017 Samsung Superphone offer. From February 24, 2017 - March 9, 2017, for a limited time only, eligible customers can get a Samsung Galaxy S7 for free or a Samsung Galaxy S7 Edge for $100 after instant trade-in and mail-in rebate, when they port in a line and trade in a qualifying device. The offer is good when purchased on Equipment Installment Plan (“EIP”) with a “T-Mobile ONE” rate plan or “Simple Choice” rate plan with Unlimited Data. Please be advised that although Mr. [redacted] did purchase two Samsung Galaxy S7 handsets, Mr. [redacted] only qualified to receive the rebate for one of the handsets, due to the fact that he traded-in one device. Please be advised that this was the only Samsung promotion T-Mobile had available during this time.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to resolve this matter, T-Mobile has ended the EIP associated with the mobile number ending in [redacted] with a credit of $455.51, in addition to Mr. [redacted]’s account credit of $120.49, for a total of $576.00, and nothing further is owed for this handset. Please note that Mr. [redacted]’s account currently reflects a zero balance. In addition, our records confirm that Mr. [redacted]’s rebate in the amount of $495.00 for the qualifying Samsung S7 device was approved on April 11, 2017, and was expected to be delivered within two to three weeks. Mr. [redacted] accepted this offer and information as resolution in full to his concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Retail location or Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

August 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 August 21, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile inquiries appearing on his credit report. T-Mobile records indicate on August 9, 2017, Mr. [redacted] activated his T-Mobile account. T-Mobile was unable to locate multiple accounts that would cause a credit inquiry to appear multiple times on Mr. [redacted]’s credit report.
In an effort to amicably resolve this matter, T-Mobile requested to remove the credit inquiries from the three major credit bureaus. Please note it can take up to 90 days for the changes to reflect on Mr. [redacted]’s credit report.
Should Mr. [redacted] wish to contact the three major credit bureaus, he can contact them using the following information:
• 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
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.
Jennifer G[redacted]
Executive Response

December 17, 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 15, 2015, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile regrets to hear of any concerns Mr. [redacted] has experienced regarding his recent handset order. Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our Customer Care. Upon investigating Mr. [redacted]’ concerns, T-Mobile has confirmed that Mr. [redacted]’ iPhone 5s handset was received by T-Mobile on October 9, 2015. In an effort to amicably resolve the matter, T-Mobile has closed the Equipment Installment Plan ("EIP") associated with the iPhone 5s handset. Additionally, T-Mobile applied a credit in the amount of $54.00 towards Mr. [redacted]’ account for the EIP charges for the iPhone 5s handset from the billing statements dated October 28, 2015, and November 15, 2015. Upon speaking to Mr. [redacted], on December 16, 2015, he has confirmed that the matter is resolved and he has no further concerns. We regret 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

August 17, 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 August 11, 2015, from [redacted] regarding the above-referenced account.  T-Mobile records indicate the account holder of record is [redacted], and that it has designated [redacted] as an authorized user of the account.
 
T-Mobile regrets any inconvenience Ms. [redacted] has experienced with her Apple iPhone 6 device.  Further, T-Mobile strives to provide world-class service to all of our customers on each
and every contact.  We 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 interaction with our sales associate.
 
T-Mobile records confirm that Ms. [redacted] is enrolled in the promotional Simple Choice Four for $100 rate plan.  The rate plan provides four lines of service at the cost of $100.00 which includes unlimited calling, messaging, and 2.5 GB of data.  In addition, Ms. [redacted] has the Premium Equipment Protection on each line of service at the cost of $8.00 per month. Based on the selected rate plan and features, Ms. [redacted] is expected to pay $138.00 plus applicable taxes and fees.
 
At the time of activation on April 2, 2015, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Certified Pre-Owned Apple iPhone 5S devices and two Certified Pre-Owned Samsung Galaxy S4 devices.  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. 
 
Based the credit history at the time of [redacted]’s purchase, they were not required to make a down payment; however, they agreed to pay the taxes on the full retail price.  [redacted] then agreed to a series of 24 monthly installments in the amount of $49.96, which will appear on the first bill following the purchase of the device. 
 
Based on the selected rate plan and features along with the monthly EIP’s Ms. [redacted] monthly billing statement should be $187.96 plus applicable taxes and fees on the rate plan.
 
As Ms. [redacted] is aware, T-Mobile offers contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $650.00 per device traded-in at the time of their activation – for up to ten lines of service.  To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device.  The new device may be purchased with our EIP but this is not required.  Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number.  Additionally customers must submit their final billing statement from the prior carrier to T-Mobile at www.switch2t-mobile.com within (2) months of activation.
 
T-Mobile spoke to Ms. [redacted] on August 12, 2015, in which she confirmed that she did not trade in any devices to T-Mobile.  In review of her account, although she is ineligible for any portion of the reimbursement, on June 8, 2015, a credit of $436.26 was issued in credit to her T-Mobile account for a portion of the remaining unpaid balance from her previous carrier.  As a final gesture of goodwill and in an effort to resolve this matter, a credit of $201.02 was issued to Ms. [redacted] account.  This credit represents the difference mentioned in her correspondence of $637.28 and the amount credited on June 8, 2015.  T-Mobile is pleased to inform your office that Ms. [redacted] accepted our offer as resolution.
 
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.
 
Sacny A[redacted]
Executive Response

April 18, 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 5, 2017, regarding the above-referenced file number.
T-Mobile regrets Ms. [redacted]’s concerns regarding the billing of her equipment. Upon speaking with Ms. [redacted], she confirmed her concerns are related to an account that she was formerly an end user on. 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 Ms. [redacted] is not an authorized user on the account which is associated with the mobile number and concern she provided. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, she may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Kimo C[redacted]
Executive Response

February 1, 2018
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 January 25, 2018, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] is designated as an authorized user of the account. We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.
We regret any inconvenience to Mr. [redacted] regarding our promotions and we appreciate the opportunity to address his concerns. T-Mobile records confirm that on January 24, 2018, Ms. [redacted] activated her account with two lines of service and enrolled in our T-Mobile ONE 55+ rate plan at $60.00 per month. Ms. [redacted] also took advantage of our Equipment Installment Plan (“EIP”) and purchased two Samsung Note 8 64GB devices each priced at $950.00. Ms. [redacted] remitted two payments of $230.00 for each device as a down payment and agreed to 24 monthly installments of $30.00 per device. Also, Ms. [redacted] traded in a Samsung Galaxy S 4 device and accepted a $10.00 trade-in credit towards the new purchase.
As Mr. [redacted] is aware, from January 12, 2018, for a limited time, new and existing postpaid customers, who buy a Samsung Note 8, can get another of equal or lesser value after rebate. In order to qualify for the offer, both devices must be purchased on EIP, customer port in a least one of service and enrolled in a qualifying T-Mobile ONE rate plan. Also, a trade in of a fully functional eligible Samsung device.
As Mr. [redacted] indicated in his correspondence to your office, we confirmed he met the qualifications for the above mentioned offer; however, we also confirmed that the offer could not be combined with our Carrier Freedom. To be eligible for our Carrier Freedom offer, consumers must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. As the requirements for both offers are similar, customer only get the option to do one offer or the other, but not both. We regret any confusion this matter may have caused.
T-Mobile provided a 14 days return period to Mr. [redacted] that allowed them to use the service to see if it met their needs. In the event of return within the allotted return period, Mr. [redacted] would be eligible for a full refund minus an applicable restocking fee of $50.00 per device.
On January 24, 2018, Mr. [redacted] contacted our Customer Care and was given information regarding the return process and the restocking fee requirements; however, as a courtesy, we applied a $75.00 credit to Ms. [redacted]’s account in an effort to amicably resolve his concerns. Our records confirm Mr. [redacted] returned the new devices on January 26, 2018, which required a $50.00 restocking fee and the difference was refunded back to Mr. [redacted]’s credit card.
In a further effort to amicably resolve Mr. [redacted]’s concerns, on January 25, 2018, T-Mobile applied an additional credit of $25.00; which, along with the previously issued credits, provided total credits of $100.00 for Mr. [redacted]’s restocking fees. Mr. [redacted]’s accepted the credits and the explanation of our current offers as resolution to his concerns. Ms. [redacted]’s account remains active with a credit balance of $100.00. We regret any inconvenience to Mr. [redacted] and 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.
Sal O[redacted]
Executive Response

January 26, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 15, 2017, regarding the above-referenced account. We regret any concerns Mr. [redacted] has regarding his T-Mobile billing. On November 23, 2016, Mr. [redacted] activated T-Mobile service for five lines and elected to subscribe to the T-Mobile ONE $130.00 monthly rate plan. In addition, mobile number ending in [redacted], and [redacted] subscribed to T-Mobile ONE $25.00 add-a-line feature for a total monthly recurring charge of $205.00 plus taxes and fees. Please note that we have no record that Mr. [redacted] had also activated an account online prior to visiting the retail location. Please note that Mr. [redacted]’s account was enrolled in AutoPay on November 23, 2016, which 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. It should be noted that the amount reflected above is inclusive of the $5.00 per line discount for enrolling in AutoPay. T-Mobile records confirm on November 24, 2016, a billing statement was sent with the amount due of $220.11 which consisted of monthly recurring charges taxes and fees for services rendered November 24, 2016, to December 23, 2016. Our records confirm payment was not remitted resulting in the balance carrying forward. On December 24, 2016, a T-Mobile billing statement was sent with the amount due of $468.32, which consisted of the past due balance of $220.11 and monthly recurring charges of $245.41due to AutoPay being canceled and losing the $5.00 per line discount. Thereafter, our records reflect that on January 14, 2017, Mr. [redacted] contacted our Loyalty department regarding his T-Mobile account and stated he did not want to keep the account activated. In addition, Mr. [redacted] requested the account be canceled effective immediately, which was completed. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile has agreed to apply a one-time credit in the amount of $468.32 bringing Mr. [redacted]’s account to 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. Christopher P[redacted] Executive Response