T-Mobile Usa Inc

June 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 10, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to exchanging her handset. On May 27, 2017, Ms. [redacted] purchased an iPhone 7 Plus 32GB Black handset on an Equipment Installment Plan (“EIP”) for the total purchase price of $769.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was required to remit a down payment in the amount of $49.99 and agree to a series of 24-monthly installment payments in the amount of $30.00.
As of the time of Ms. [redacted]’s purchase, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. It is important to note, pursuant to T-Mobile Policy, in order to receive a refund or an exchange for equipment, the customer must return the original undamaged equipment with original packaging and contents within the return period in good working order with no material alterations to device hardware or software.
In Ms. [redacted]’s correspondence to your office, she states she did not have the original packaging. As such, Ms. [redacted] was not eligible to return the handset or receive an exchange.
Nevertheless, upon speaking with Ms. [redacted] on June 15, 2017, she stated that her concern had been previously resolved as she was able to successfully exchange her handset. As a gesture of goodwill and in an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile applied a one-time account credit in the amount of $20.00 which resulted in a balance due of $279.61 on June 22, 2017.
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 recent contact with our Customer Care. 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.
Carlos T[redacted]
Executive Response

February 22, 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 February 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets hearing of Ms. [redacted] concerns with our Carrier Freedom promotion and the status of her reimbursement. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
Our records reflect that Ms. [redacted] received a trade-in credit of $150.00 at the time of activation, and based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $76.20 as well as a second card in the amount of $23.72 for the balance of the equipment installments charged by her prior carrier. T-Mobile apologizes if this offer was not explained fully at the time of Ms. [redacted]’ submission.
Nevertheless in an effort to amicably resolve this matter on February 21, 2017, T-Mobile applied a credit in the amount of $150.00 to Ms. [redacted]’ account. Ms. [redacted]’ account now reflects a credit balance of $150.00. Upon speaking with Ms. [redacted] she accepted this as resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

January 19, 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 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her recent handset exchange. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. According to our records, on December 4, 2015, Ms. [redacted] completed a handset exchange. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Nevertheless, in an effort to amicably resolve the matter, on January 12, 2016, T-Mobile applied a courtesy credit in the amount of $436.00 towards Ms. [redacted]’s account for the aforementioned out-of-warranty fee and applicable taxes. Ms. [redacted]’s account remains active with a credit balance of $4.68. We regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

February 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 February 3, 2017, regarding the above-referenced account. We are pleased to report that upon speaking with Ms. [redacted], she confirmed that T-Mobile had resolved this matter to her satisfaction.
T-Mobile regrets Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. 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. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account.
As indicated on our website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any costs billed by their prior carrier in order to avoid collection activity.
Our records indicate that on April 19, 2016, Ms. [redacted] activated three lines of service which were ported to T-Mobile from another service provider. At the time of activation, Ms. [redacted] purchased two devices and traded in two to handsets. Based on the above terms of the Carrier Freedom offer, Ms. [redacted] qualifies for the offering.
Regretfully, the final billing statement that Ms. [redacted] provider from her previous service provider was not itemized, and therefore, T-Mobile was unable to determine the value of her early terminations fees.
However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile agreed to provide a reimbursement of $300.00 to Ms. [redacted]. Please allow seven to ten business days for delivery. Pursuant to a conversation with Ms. [redacted], she confirmed that T-Mobile had resolved this matter.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our 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.
Alberto V[redacted]
Executive Response

November 28, 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 November 21, 2016 regarding the above-referenced account. T-Mobile regrets any difficulty Mr. [redacted] has experienced with his Samsung Galaxy S7 32GB device and any delay in receiving a replacement. T-Mobile’s records confirm that on November 11, 2016, a limited warranty exchange was filed for the line ending in [redacted] for a Samsung Galaxy S7 32 GB devices. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Regretfully, when the order was placed it was determined that it was on backorder. Please note backorder status means that T-Mobile is still taking orders for the device but is waiting on stock to fulfill those orders. T-Mobile makes every effort to manage supply of the devices; however when demand out paces supplies the shipping of the device is delayed. T-Mobile has confirmed that the replacement was shipped on November 18, 2016, to the T-Mobile store for instore pickup. It is important to note that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processed. This fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement device. When Mr. [redacted] requested the Limited Warranty exchange the $20.00 Service Warranty Processing Fee was disclosed before the transaction was completed and the replacement device was sent. Please note to reduce this fee for future exchanges, Mr. [redacted] may add the appropriate Premium Handset Protection feature to the account which provides an extended warranty period, a reduced $5.00 Service Warranty processing Fee, and expedited shipping of replacement equipment. T-Mobile records indicate that on November 18, 2016, Customer Care applied an account credit in the amount of $50.00 to mitigate any difficulties caused regarding Mr. [redacted]’s equipment concerns. Mr. [redacted]’s account reflects a balance owing in the amount of $73.40 as the data of this letter. T-Mobile regrets any difficulties Mr. [redacted] experienced regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Amor M[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to our Refer-a-Friend program. Please note that starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive a $50 prepaid MasterCard card for referring friends and family to open a new postpaid account with T-Mobile. It is important to note that along with several qualifying rules for this promotion, customers were to submit a referral online at least 24 hours prior to their friends and family activating their new account. Our records indicate that this was not done and as such Mr. [redacted] was not eligible for the promotion.
On April 3, 2017, in an effort to amicably resolve this matter, T-Mobile has issued a bill credit in the amount of $50.00 to Mr. [redacted]'s account updating his account to a credit balance of $50.00.

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.
Cesar R[redacted]
Executive Response

June 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
[redacted] 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 28, 2017, regarding the above-referenced account.
T-Mobile regrets and service and billing concerns Mr. [redacted] 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 provides a return period to all customers allowing them to use the service to see if it meets their needs. If Mr. [redacted] found that the service was not acceptable, he could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation.
T-Mobile records confirm that Mr. [redacted] activated the mobile number ending in [redacted] on September 9, 2016. Please note that since the mobile number ending in [redacted] was activated, Mr. [redacted] has been subscribed to the T-Mobile ONE family rate plan for $130.00 monthly plus tax.
T-Mobile records indicate that Mr. [redacted]’s account may be placed on a seasonal suspend once per 12 months for a maximum of 90 consecutive days. Per Mr. [redacted]’s request, his line of service ending in [redacted] was seasonally suspended on February 26, 2017, and resumed on April 26, 2017.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s).
T-Mobile records confirm that on May 30, 2017, Mr. [redacted] cancelled his mobile number ending in [redacted] and changed his rate plan from the T-Mobile ONE family rate plan to the T-Mobile ONE individual rate plan for $75.00 plus tax monthly. At that time, in an effort to amicably resolve this matter, T-Mobile issued a courtesy credit in the amount of $275.00 which represented the difference in pricing between the T-Mobile ONE family rate plan and the T-Mobile ONE individual rate plan for the previous five months.
As of June 14, 2017, Mr. [redacted]’s account reflects a balance of $169.11 for monthly access charges from June 8, 2017 through July 7, 2017. 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.
William B[redacted]
Executive Response

May 16, 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 5, 2017, 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 Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her Stateside International Calling feature. Please note that customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged.
• The Stateside International feature which is available at a cost of $10.00 per month provides unlimited calling to landline phones from the United States to more than 70 foreign countries. In addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than 200 countries.
• The Stateside International with Mobile feature, available at a cost of $15.00 per month provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional 30 countries as well as a 1,000 minute bucket for calling mobile numbers in Mexico. With both of these features, calls made using a Wi-Fi connection are charged the same discounted rates depending on the feature the customer is subscribed to.
T-Mobile records confirm that on May 17, 2016, Ms. [redacted]’s account was subscribed to the Select Choice Unlimited Talk and Text rate plan for $20.00 plus taxes, per month. Additionally, Ms. [redacted]’s voice line was subscribed to the Simple Choice Unlimited Data feature for $20.00, plus taxes, per month.
Records confirm that on that day, Ms. [redacted]’s account was subscribed to the Stateside International with Mobile feature for $15.00, plus taxes, per month. It is important to note that this feature remained on Ms. [redacted]’s account until February 15, 2017, when Ms. [redacted] contacted T-Mobile’s Customer Care department and advised that the account should be subscribed to the Stateside International feature for $10.00, plus taxes per month. As a result, on that day, Ms. [redacted]’s account was subscribed to the Stateside International feature for $10.00, plus taxes per month. Please note that this feature does not cover calls to mobile numbers. Therefore, as Ms. [redacted] was calling mobile numbers in Poland, her account was charged $0.20 per minute for those calls.
T-Mobile records confirm that Ms. [redacted]’s February 17, 2017 billing statement reflected a balance owed of $64.30. As a payment was not received for this balance, it carried forward to Ms. [redacted]’s March 17, 2017 billing statement, which reflected a new balance owed of $98.40, increasing the balance owed to $162.70. Records confirm that this billing statement reflected Stateside International calling charges of $39.82, as well as a late fee of $0.94. On March 29, 2017, T-Mobile received a payment of $64.30, reducing the balance owed to $98.40.
As payment was not received for the balance owed, it carried forward to Ms. [redacted]’s April 17, 2017 billing statement, which reflected a new balance owed of $80.30, increasing the balance to $178.70. It is important to note that this billing statement reflected Stateside International calling charges of $21.67, as well as a late fee of $0.94.
In an effort to resolve the matter, on May 1, 2017, T-Mobile subscribed Ms. [redacted]’s account back to the Stateside International with Mobile feature for $15.00, plus taxes, per month. Additionally, on that day, T-Mobile applied a courtesy credit of $70.82, reducing the balance owed to $107.88. On May 2, 2017, T-Mobile received a payment of $107.88, reducing the account balance to zero. Should Ms. [redacted] wish to discuss the 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].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Thursday, August 24, 2017 6:01 PM To: Complaints <[redacted]@theRevdex.com.org> Subject: Submission   Hello, I see that my case was closed while I was still trying to resove things with T Mobile.I did respond to their email, on August 14th, with a time that was convenient to talk about this issue, as they called while I was at work. They did not respond after I sent the email or call back when I could speak with them.    I followed their instructions in contacting [redacted], waited for the paper information to be mailed to my home, which I recieved upon my return home from being away on August 11th, and I attempted to submit the paperwork that they requested again on August 21. I recieved an error page message and did not have time to call them back that night. Due to work committments, I have not had the substantial amount of time it takes to call them until tonight.   I have been trying to contact with them this evening according to their instructions on the error page and was not able to get ahold of a customer service representative. I then called a different number and folowed a diffferent set of prompts that was given to me by a previous customerservice representative. I have been on hold now for more than 10 minutes and I see that the call center is closing in 5 minutes, so my hopes of getting this resolved today are pretty low right now.    Is there anything else I can do?    [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 2, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding his account. T-Mobile records indicate that Mr. [redacted]’s account may be placed on seasonal suspend once per 12 months for a maximum of 90 consecutive days. However, as the account is under contractual obligation, the contract will be extended for the amount of time the account is on a seasonal suspension. Please note the cost for a seasonal suspend is $10.00 plus tax per month. Per Mr. [redacted]’s request, his two lines of service ending in [redacted] and [redacted] were seasonally suspended on December 27, 2015, and were scheduled to resume on March 24, 2016, provided that payments remain current through that date. If at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed. Regretfully, as the account went past due during the duration of the seasonal suspend the account was suspended for non-payment on February 5, 2016. Please note on February 10, 2016, payment was remitted in the amount of $30.19 which systematically restored service on the account to an active status. As T-Mobile did not receive a request from Mr. [redacted] to seasonally suspend her account again the account began incurring normal monthly access charges. As such, Mr. [redacted]’s account balance of $424.96 represents monthly access charges rendered from the billing statements dated March 7, 2016, through May 7, 2016. In an effort to amicably resolve this matter, on June 3, 2016, T-Mobile applied a credit in the amount of $424.96 bringing the account balance to zero. Please note Mr. [redacted]’s account is once again active and will begin incurring monthly access charges. T-Mobile regrets any inconvenience this may have caused Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

April 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response, dated February 23, 2016. As indicated in our previous response, our records confirm that Ms. [redacted] activated her account on September 26, 2014, with the line of service ending in [redacted]. At the time of Ms. [redacted]’s activation, she subscribed to our JUMP! 2 handset protection feature. This feature provides Ms. [redacted] handset insurance and an extended warranty, Mobile Security with Lookout, and the benefit of trading-in her current device that is financed through our Equipment Installment Plan (“EIP”) program for a credit of up to one-half of the original retail price of the device, closing the associated EIP, and allowing her to purchase a new device at full cost, or using our EIP offering. It is important to note that the new EIP is for the full retail cost of the new device, as indicated in the documents signed at the time of the new device purchase. T-Mobile records confirm that on September 26, 2014, Ms. [redacted] purchased an Apple iPhone 6 handset using our EIP offering. Ms. [redacted] agreed to 24 monthly installments in the amount of $27.08 for the handset. Ms. [redacted] utilized our EIP offering once again on September 28, 2014, with the purchase of a Logitech UE Boom Bluetooth speaker, with 24 monthly installments in the amount of $8.33. On September 5, 2015, Ms. [redacted] participated in our JUMP! upgrade program, with the purchase of a Samsung Galaxy S6 Edge handset using our EIP program, as well as several device accessories on a separate EIP. Please note that at the time of the device and accessory purchase, Ms. [redacted] was provided documents regarding the monthly charges for the purchases, which required her signature for acceptance. Ms. [redacted] traded-in her Apple iPhone 6 handset at the time of her purchase of the Samsung Galaxy S6 Edge handset. The EIP for the Apple iPhone 6 was closed at that time, and a new EIP was opened for the full retail cost of the Samsung Galaxy S6 Edge handset, per the terms of the JUMP! program. It is important to note that the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Ms. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. As such, we are regrettably unable to return the Apple iPhone 6 handset to Ms. [redacted]. In an effort to amicably resolve Ms. [redacted]’s concerns, on April 11, 2016, T-Mobile closed the EIP for the accessories purchased for the Samsung Galaxy S6 Edge on September 5, 2016. As such, Ms. [redacted] will no longer be billed monthly for the accessories. Additionally, T-Mobile offers to issue a credit in the amount of $100.00 towards the EIP for the Samsung Galaxy S6 Edge handset, which will reduce the number of remaining installments for the device. T-Mobile requests that Ms. [redacted] contact me at the number below by April 30, 2016, to accept this offer as resolution to her concerns. As Ms. [redacted] accepted the terms of the EIP for the Samsung Galaxy S6 Edge at the time of her purchase, T-Mobile respectfully declines to waive the remaining device balance of $481.61. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. 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 recent contact with 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. Chris P[redacted] Executive Response

April 19, 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 16, 2017, regarding the above-referenced account.
T-Mobile regrets any billing or promotional concerns Ms. [redacted] may have. T-Mobile records indicate that Ms. [redacted] started service on May 9, 2016, and was required to pay a $50.00 deposit and purchase a SIM Starter Kit for $20.00. Additionally, Ms. [redacted] purchased an iPhone 6S Plus handset for $749.99 using our Equipment Installment Plan (“EIP”) offering. At the time of Ms. [redacted]’s purchase, she was required to make a down payment in the amount of $336.00, and agreed to 24 monthly payments in the amount of $17.25. It is important to note that if an account is cancelled, the remaining EIP is charged to the account.
Please also note that Ms. [redacted] traded in an Apple iPhone 6S handset for $325.00, which was used toward the out-of-pocket cost associated with Ms. [redacted]’s new line of service and handset purchase, and was also completed in an attempt to take advantage of our Carrier Freedom reimbursement offer.
Our Carrier Freedom offer provided customers who met all eligibility requirements, a reimbursement for the costs of switching to T-Mobile in the form of trade-in credits in addition to a prepaid reimbursement card. It is important to note the T-Mobile did not receive a submission request. As such, Ms. [redacted]’s was not eligible for the offer.
Further, on February 23, 2017, Ms. [redacted] accessed her account portal at my.t-mobile.com and enrolled in AutoPay, a free feature that automatically deducts the balance owed on the account, and provided the payment method to be used to remit future payments.
On February 24, 2017, Ms. [redacted] was sent a billing statement in the amount of $192.80, which consisted of a past due balance of $80.83, as well as new monthly recurring charges of $111.97 for services from February 25, 2017, through March 24, 2017, due on March 17, 2017.
Regretfully, on March 9, 2017, Ms. [redacted] cancelled her account when she ported her mobile number ending 1900 to another provider. Accordingly, Ms. [redacted]’s deposit was returned to the account, reducing the account balance to $142.80. As Ms. [redacted]’s account remained enrolled in AutoPay, on March 15, 2017, T-Mobile was authorized to charge the provided payment method it the amount of $142.80.
On March 24, 2017, Ms. [redacted] was sent a billing statement in the amount of $242.60, which consisted of the accelerated EIP charges as well as a late fee in the amount of $1.11 for billing statement Dated January 24, 2017. It is T-Mobile’s position that this balance is accurate and due. As T-Mobile was yet to receive a request to remove the AutoPay feature, Ms. [redacted]’s payment method was charged in the amount of $242.60 on April 15, 2017.
After speaking with Ms. [redacted] on April 18, 2017, T-Mobile offered to accept return of the iPhone 6S Plus handset for credit of the remaining balance. Regretfully, this offer was declined as Ms. [redacted] indicated that she has traded the handset to her new service provider. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued a refund in the amounts of $142.80 and $242.60. Please note that the two charges will be re-applied to the T-Mobile account balance. However, as a courtesy, T-Mobile will issue a credit in the amount of $142.80.
As an additional courtesy, T-Mobile offered to honor the remaining Carrier Freedom offer, upon our receipt of the requested documents from Ms. [redacted]. As of the date of this correspondence, Ms. [redacted]’s account remains cancelled, and she will be sent a revised final billing statement in the amount of $242.60 for the above mentioned EIP charges, shortly after the close of the current billing cycle. 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.
Ronnie A[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory but it looks as if they are going to cheat me out of every dime they can, as soon as I can I am dumping T-Mobile and going back to [redacted] at least they do not hide the fact that they are cheating you like T-Mobile does, I will make sure that everyone I know and as many people that I can will be made aware of T-Mobile's  deceptive practices and the way they cheat people out of money. They can make it come out how ever they want, no one can prove them different. They deserve the worst Revdex.com rating as possible but I am sure the Revdex.com probably will probably just let it go. Only the consumer will loses.Sincerely, [redacted]

September 24, 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 September 19, 2015, regarding the above-referenced account. T-Mobile has confirmed that the name on the correspondence and the name on the account are the same person. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to the payments made towards her Equipment Installment Plan (EIP). As Ms. [redacted] mentions in her correspondence she qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note 4, Roll Glass and S-view cover accessories. EIP is a payment option that allows eligible customers to purchase handsets by making agreeing to pay the remaining balance in 24 installments. T-Mobile records confirm that on August 7, 2015, Ms. [redacted] accessed her online account at my.t-mobile.com made two additional payments towards her open EIP balances in the amounts of $19.16 and $23.95. It is important to note that customers remitting an EIP prepayment online are provided with the following terms: “This payment will show against your account balance until your next bill when it will be applied to your EIP balance. All payments can be viewed in your payment history.” Please note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cycle. As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. Our records confirm that at the time Ms. [redacted] remitted her EIP payments, her account balance was $109.35. The following day on August 8, 2015, Ms. [redacted] remitted a payment in the amount of $66.24, which brought her balance to zero. The charges for the payoff of the accessories were assessed to the September 14, 2015, billing statement. This statement reflected Ms. [redacted] regular monthly recurring charges of $70.00, her insurance feature, the equipment payoff charges of $19.16 and $23.95, and applicable taxes and fees which brought the total bill balance to $150.57. Our records indicate that Ms. [redacted] did not remit payment for the full balance of $109.35 resulting in a past due balance. It is T-Mobile’s position that Ms. [redacted] was billed appropriately and her balance is valid. Nevertheless, in an effort to amicably resolve Ms. [redacted] concerns, T-Mobile has offered a credit in the amount of $25.00 toward her account balance. Regretfully, Ms. [redacted] declined our offer. Should Ms. [redacted] reconsider, she may reach out to me directly at the number below. Please note that as of the date of this correspondence, Ms. [redacted] account remains active with a balance of $180.46. 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. Ruben A[redacted] Executive Response

December 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 November 22, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any misunderstanding about our reimbursement program. As Mr. [redacted] mentions in his correspondence, he elected to participate in T-Mobile’s reimbursement program whereby early termination fees from other carriers are reimbursed upon switching to T-Mobile. There are several eligibility requirements that new T-Mobile customers must meet in order to receive their reimbursement. One of those requirements is that a reimbursement form and a final billing statement are submitted to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. T-Mobile records indicate that on July 25, 2015, T-Mobile received a submission for the mobile number ending in [redacted]. Unfortunately, the submission did not reflect the amount that was charged to Mr. [redacted] by the previous carrier in relation to the mobile number. Therefore, on July 27, 2015, Mr. [redacted]’s submission was declined. Additionally, T-Mobile records indicate that no submission was received for any other mobile numbers on Mr. [redacted]’s account. Nevertheless, although it is outside the 60 day period provided to Mr. [redacted] to submit the required documentation, in an effort to amicably resolve the matter, T-Mobile will extend the original offer to Mr. [redacted]. Mr. [redacted] will need to submit an itemized billing statement within 30 days of this letter, directly to the Executive Office, reflecting the mobile numbers ending in [redacted], and/or [redacted] and the corresponding early termination fees that were charged by his previous service provider. Mr. [redacted] may email the documentation to [redacted] or he may mail it directly to my attention at: [redacted] Upon receipt of Mr. [redacted]’s submission, T-Mobile will review the charged amounts and determine the reimbursement amount due to Mr. [redacted]. Once approved T-Mobile will mail Mr. [redacted] a prepaid Visa card, directly to the billing address in the amount owed. Should Mr. [redacted] wish to discuss this matter further he 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] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

July 3, 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] & [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 2017, regarding the above-referenced accounts. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. T-Mobile has confirmed that [redacted] and [redacted] are one in the same.
T-Mobile regrets that Ms. [redacted] has concerns with her final balance. T-Mobile investigated this matter and found that Ms. [redacted] did have T-Mobile service as of July 1, 2010, with four lines of service. It is important to note that Ms. [redacted] was on our Flex-Pay monthly plan from July 1, 2010 to May 20, 2011. T-Mobile records confirm that on May 20, 2011, a Change of Responsibility (“COR”) was completed for Ms. [redacted] mobile numbers ending in [redacted], and [redacted] from account ending in [redacted] to account ending in [redacted]. As of that date, Ms. [redacted] was no longer on our monthly Flex-Pay account and the account was closed with a zero balance.
Accordingly, Ms. [redacted] was placed on a postpaid account with four lines of service as of May 20, 2011, under account ending in [redacted]. On March 30, 2012, Ms. [redacted] accepted a rate plan change in exchange for a 24-month contract. This contract stipulated that if the account was canceled prior to March 30, 2014, the account would be assessed an up to $200.00 early termination fee for each line of service.
It is important to note that Ms. [redacted] account had carried a past due balance since the billing statement dated November 12, 2012. Ms. [redacted] did not remit payments toward her past due balances, which resulted in the rolling past due balance, suspension and ultimately cancelation of her account for non-payment on January 3, 2013.
Please be advised that pursuant to T-Mobile’s Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
The last payment T-Mobile received from Ms. [redacted] was on September 27, 2012, in the amount of $186.57. Please note that Ms. [redacted] account was billed in arrears and as such, the last payment made was applied to services used for the billing period August 2, 2012 through September 1, 2012.
The billing statement dated November 2, 2012, reflected a past due balance of $193.31 and new charges of $198.83 for a total balance due of $392.14. The balance was comprised of monthly access charges, third party premium service charges, and taxes and fees for service from October 2, 2012, through November 1, 2012.
The billing statement dated December 2, 2012, reflected a past due balance of $392.14 and new charges of $195.40 for a total balance due of $587.54. The balance was comprised of monthly access charges, late fee, third party premium service charges, and taxes and fees for service from November 2, 2012, through December 1, 2012.
The billing statement dated January 2, 2013, reflected a past due balance of $587.54 and new charges of $73.63 for a total balance due of $661.17. The balance was comprised of pro-rated monthly access charges, a late fee, and taxes and fees for service from December 2, 2012, through January 1, 2013.
As mentioned above, Ms. [redacted] account was under contractual obligation until March 30, 2014, due to rate plan change on March 30, 2012. Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation. As the contractual obligation had not been met, the account was assessed an early termination fee per line of service cancelled of $200.00.
The final billing statement dated February 2, 2013, reflected a past due balance of $661.17 and new charges of $884.12 for a total balance due of $1,545.29. The balance compromised of early termination fees, a late fee, and taxes and fees for service from January 2, 2013, through February 1, 2013.
Due to continued non-payment on March 5, 2013, the account was assigned to Diversified Consultants Inc., an outside agency for collection of the outstanding balance of $1,545.29. In conjunction with the attempt to collect the outstanding balance, Ms. [redacted] was billed an outside collection fee of $386.32, bringing the balance on the account to $1,931.61. On August 26, 2015, a credit of $4.00 was applied to the account for a third party charges. This resulted in a rerated balance updating the total past due balance to $1,927.62.
On November 30, 2016, as the account remained unpaid, it was transferred Convergent Outsourcing Inc., at 1-855-871-1088 where the account currently resides. Please be advised at time of transfer the outside collection fee was also credited in the amount of $386.32. It is important to note that this resulted in an updated total past due balance of $1,541.30. It is T-Mobile’s position that the charges are valid and owed.
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.
Sharon B[redacted] Executive Response

Revdex.com:
You had helped me with a complaint that I had filed around a cell phone offer (ID #[redacted]). In the end, the vendor resolved this favorably. The matter was closed out with an indication that I rejected the resolution and I feel that is unfair to the vendor who resolved this. I was not able to accept their solution inside of the 7 days required by the Revdex.com as I did not received the payment until just this week. Can you please reopen that complaint and mark it as resolved so as to give them credit for doing so? Thank you, [redacted] Please mark Complaint ID #[redacted] as resolved favorably - thank you 
Sincerely,
[redacted]

September 6, 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 29, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to T-Mobile promotions. T-Mobile records indicate that on July 22, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy On5 handset and an Alcatel One Touch Pop 7 tablet. 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 $5.84 for the Samsung Galaxy On5 handset and $5.42 for the Alcatel One Touch Pop 7 device. It is important to note that Ms. [redacted] participated in the Summer Smartphone on Us offer and the 2016 July Tablet Mix Offer. As part of these offers, Ms. [redacted] will receive 24 monthly billing statement credits of $5.42 for the Samsung Galaxy On5 handset and $5.84 for the Alcatel One Touch Pop 7 tablet, reducing the cost of the devices to zero. Ms. [redacted] is required to have one voice line of service in order to receive the credit for the Samsung Galaxy On5 handset. Additionally, Ms. [redacted] is required to have a Mobile Internet line of service active with a 2GB or higher rate plan in order to continue to receive the credit for the Alcatel One Touch Pop 7 tablet. Should Ms. [redacted]’s lines of service become cancelled, she would be responsible for the remaining EIP balances. T-Mobile records confirm that on August 9, 2016, we applied a credit of $5.84 for the Samsung Galaxy On5 handset, for the billing cycle charges from July 3, 2016, through September 2, 2016. On August 29, 2016, T-Mobile applied a credit of $5.42 for the Alcatel One Touch Pop 7 device for the same billing statement date. On August 31, 2016, T-Mobile applied additional credits of $5.84 and $5.42 for the billing cycle charges from August 3, 2016, through September 2, 2016. It is T-Mobile’s position that Ms. [redacted] is receiving the promotional credits as specified in her EIP agreement and respectfully declines Ms. [redacted]’s request for a credit to her September 3, 2016, billing statement. Please note that by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on August 23, 2016. Upon speaking with Ms. [redacted], she has indicated that she has continued to experience concerns with her handset. Unfortunately, Ms. [redacted] has refused any troubleshooting steps in order to determine the cause of her handset issues. Therefore, T-Mobile is unable to determine the root cause of Ms. [redacted]’s handset issues and determine if an additional exchange of Ms. [redacted]’s handset is warranted. Should Ms. [redacted] wish to complete the troubleshooting process, she may contact me 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]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response