T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: I don’t owe anything on that phone. I traded someone online a fully paid for iPhone for that phone. If there was a balance on it I should have been notified in some way. Not allowed to just activate it on my account. In which case I wouldn’t have done he trade. This is bogus. Basically T-Mobile isn’t saying you can steal a T-Mobile phone as long as you continue to use it on T-Mobile. Or people can sell stolen T-Mobile phones and just sell them online and the person buying is at fault. Nope. I reject your response 100%
Sincerely,
[redacted]

July 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 27, 2017, regarding the above-referenced account.    T-Mobile strives to provide all our customers with a world-class experience and we regret any inconveniences Mr. [redacted] may have encountered.  T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.   T-Mobile records confirm that on July 9, 2016, Mr. [redacted] participated in our Equipment Installment Plan (EIP) for an Apple iPhone 6S Plus handset on his mobile number ending in [redacted].  Mr. [redacted] was not required to pay a down payment however; he agreed to 24 monthly installment charges of $31.25.  Upon speaking with Mr. [redacted], he stated that the Apple iPhone 6S Plus handset was returned to T-Mobile.  After further research, T-Mobile confirmed that the Apple iPhone 6S Plus handset was returned to our National Return Center on April 7, 2017.    In addition, on June 13, 2017, due to an inadvertent error, Mr. [redacted]’s mobile number ending in [redacted] was transferred to a new owner.  As Mr. [redacted] states in his correspondence; he did not provide permission for authorized user to transfer the mobile number ending in [redacted] to a new owner.  Furthermore, the remaining EIP balance for a Samsung Galaxy S7 handset pertaining to the mobile number ending in [redacted] was not transferred to the new account owner.    In an effort to amicably resolve this matter, on June 28, 2017, T-Mobile closed out the remaining EIP balance for Mr. [redacted]’s Apple iPhone 6S Plus handset and his Samsung Galaxy S7 handset.  Additionally, T-Mobile removed the monthly EIPs and prorated charges for Mr. [redacted]’s billing statement dated June 7, 2017 in the amount of $130.92.  Mr. [redacted] accepted this as a resolution and would not like the mobile number ending in [redacted] returned to his T-Mobile account.  As of June 28, 2017, Mr. [redacted]’s account balance is $128.11, which consists of his current monthly recurring charges.  T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

August 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated August 23, 2016 regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom reimbursement offer and the status of her submission. 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 Ms. [redacted]’s recent contact with our Telesales and Customer Care teams. Under the terms of the Carrier Freedom program, T-Mobile will reimburse consumers’ remaining Equipment Installment Plan (“EIP”) balance up to $650.00 per device traded in, and $350.00 per early termination fee (“ETF”). There are several eligibility requirements that were not in met in regards to Ms. [redacted]’s denied reimbursement submission. In an effort to resolve this matter amicably, T-Mobile is honoring the offer with a total reimbursement of $2,244.39, for Ms. [redacted]’s EIP balances reflected on her previous service provider’s final statement. Ms. [redacted] was not assessed any ETFs. The reimbursement account credit was impacted by Ms. [redacted]’s current account balance of $193.51 and resulted in a credit balance of -$2,050.88 on the account. On August 24, 2016, T-Mobile issued a prepaid credit card refund in the amount of $2,050.88. Ms. [redacted] should allow seven to ten business days for delivery. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

August 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 August 5, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced and we appreciate the opportunity to address her concerns. T-Mobile offers qualifying postpaid customers the ability to finance equipment with our Equipment Installment Plan (“EIP”) program which provides the opportunity of making device payments over a 24 month period. It is important to note that taxes, shipping, $20.00 upgrade fee, and any required down payment must be paid at the time of purchase. Once the order is placed an email is sent to our customers explaining the terms and conditions and financing terms containing an E-Signature which is required to be signed in agreement after the information is reviewed by our customers. Once T-Mobile receives the signed document the order is processed and shipped. It is important to note that customers who are subscribed to our JUMP program are provided the Premium Device Protection (“PDP”) bundle and are provided the ability to trade in devices in EIP for full credit of their remaining balances.
T-Mobile records indicate that on August 3, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy J7 Prime device. Accordingly, Ms. [redacted] agreed to a series of 24 monthly installments in the amount of $10.00. It is important to note that this order did not include an Apple iPhone 7. Records indicate that in order to purchase an Apple iPhone 7 32GB device, a down payment of $25.99 was required plus taxes, shipping, and the $20.00 upgrade fee. T-Mobile regrets any confusion regarding our EIP program and the required payments at the time of purchase.
In a conversation with Ms. [redacted] on August 10, 2017, T-Mobile explained the above information and per her request assisted her in placing a new order for an Apple iPhone 7 32GB device. Since Ms. [redacted] confirmed she would be taking advantage of a JUMP upgrade, the $20.00 upgrade support fee was waived. T-Mobile agreed to issue a $50.00 courtesy credit to compensate for the shipping charge and any inconvenience. Please note that this credit lowered the account balance to $137.57.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our 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.
Thania R[redacted] Executive Response

July 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 June 23, 2016, 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 concerns Mr. [redacted] experienced regarding his account. As indicated in our May 20, 2016 response to your file no. [redacted], our records confirm that Mr. [redacted] activated his account on July 18, 2015, with two lines of service. On July 18, 2015, Mr. [redacted] utilized our Equipment Installment Plan (“EIP”) program to purchase two ZTE ZMax handsets and several accessories. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $25.93. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Additionally, if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records confirm that Mr. [redacted] cancelled his account on May 7, 2016, when he ported his numbers to another provider. As there were active EIPs on Mr. [redacted]’s account at that time, the remaining balance was assessed to his final billing statement. Mr. [redacted]’s balance owed following the cancellation of his service was $439.38, which included $160.95 for monthly access fees, and $278.43 for the remaining Equipment Installment Plan balance. Please note that as offered in our May 20, 2016 response, on May 23, 2016, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $160.95 for the billed monthly access fees and applicable taxes. Mr. [redacted] remained responsible for the balance of $278.43 for the remaining EIP balance. Our records confirm that Mr. [redacted] contacted Customer Care on June 13, 2016, to arrange for payment of the balance owed. Regrettably, a payment arrangement was not available, and payment for the balance owed was required. As the account continued to carry an outstanding balance, on June 16, 2016, T-Mobile referred Mr. [redacted]’s account to a third party collection agency for collection of the balance owed. In an effort to amicably resolve Mr. [redacted]’s concerns, on June 24, 2016, T-Mobile issued a credit to his account in the amount of $278.43, closing his account with a zero balance. Additionally, 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 Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience Mr. [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

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. While my initial experience with T-mobile wasn't very pleasant, they have gone above and beyond to rectify the situation. My only negative experience with them was false advertising from their telesales department. Everything/everyone else has been great (customer service reps, executive reps, their network coverage and devices).
For any new potential customers who go through T-Mobile telesales, I would suggest asking for everything in writing to avoid a similar issue.
Thank you again T-Mobile (and William) for all your help addressing my experience.Sincerely, [redacted]

August 16, 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 9, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted]’s concerns to her satisfaction. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her [redacted] service provider, and we welcome her to the Un-carrier family. We regret hearing of 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. To be eligible for this offer, 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. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required. 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 traded-in 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. T-Mobile records indicate on June 1, 2016, Ms. [redacted] activated five lines of service and was able to port her numbers from [redacted]. Also, Ms. [redacted] took advantage of our EIP program with the purchase of an Apple iPhone 6s Plus Rose Gold 16GB device, an Apple iPhone 6 Plus Silver 16GB device, an Apple iPhone 6s Plus Gold 16GB device, an Apple iPhone 6 Plus Silver 16GB, and an Apple iPhone 6s Plus Rose Gold 16GB. Ms. [redacted] also traded-in her [redacted] devices and received a total of $360.00 in trade-in credits. On July 18, 2016, T-Mobile received Ms. [redacted]’s final [redacted] billing statement, however only an early termination of $240.00 for the line of service ending in [redacted] was identified. A credit of $240.00 was then applied to Ms. [redacted]’s account the same day. Regrettably, Ms. [redacted]’s prior billing statement did not provide the required details to provide additional credits such as the mobile number and equipment models to match them with the trade-in devices and the numbers that were ported over. As such no additional credits were provided to Ms. [redacted]. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Please note, in our conversation with Ms. [redacted] she indicated that the sixth line of service mentioned in her complaint to your office, was never discussed with T-Mobile and that a port in request for that line of service was never processed. Hence, T-Mobile could not port her additional line of service and we respectfully decline Ms. [redacted]’s request for compensation regarding this matter. Nonetheless, in an effort to resolve Ms. [redacted]’s concerns amicably, on August 12, 2016, T-Mobile approved the reimbursement of $164.94 for the line of service ending in [redacted], $189.56 for the line of service ending in [redacted], $593.56 for the line of service ending in [redacted], and $357.37 for the line of service ending in [redacted] for a total of $1,305.43 in the form of direct transfer to Ms. [redacted]’s checking account. Although Ms. [redacted] had already received trade-in credits of $360.00 and an early termination fee credit of $240.00, as a courtesy T-Mobile did not deduct those amounts from her reimbursement. 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

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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] which have proven unsuccessful therefore we will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account. T-Mobile records indicate that on March 9, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Aristo. 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.
Based on Ms. [redacted]’s personal credit history at the time of purchase, she was not required to make a down payment however she was required to pay an upgrade fee of $20.00. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $5.00.
By purchasing T-Mobile equipment, Ms. [redacted] receives/received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or water damage. The terms of the express, written handset warranty is provided for all customers in the Terms & Conditions Return Policy Limited Warranty which is included in the box of the new handset.
Additionally, customers may add a Premium Handset Protection (“PHP”) for an additional monthly cost within the first 14 days of purchase. PHP is a service that provides an extended warranty, insurance coverage for accidental damage, and lost or stolen protection. Prices vary depending on the handset’s make and model.
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.
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

Complaint: [redacted]
I am rejecting this response because:I had made MULTIPLE CALLS TO CANCEL the account/order/phones BEFORE T-MOBILE SHIPPED any phones.  I have NEVER RECEIVED any phone and, obviously, NEVER MADE ANY CALLS on any T-Mobile phone account. Throughout the span of my multiple phone calls to T-MOBILE to confirm cancellation, all representatives verbally confirmed that the CANCELLATION REQUESTS HAD BEEN MADE AND WERE ON-RECORD.  ALL representatives refused to provide Written confirmation of cancellation requests.My CANCELLATION should be honored.  NO PHONE NOR PHONE ACCOUNT ACTIVITY IS VALID.  The T-Mobile company has guaranteed Cancellation was possible and now, months later, continues to refuse to process any written acknowledgement of cancellation at all.
Sincerely,
[redacted]

June 2, 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 May 27, 2016 regarding the above-referenced account. Please be advised that [redacted] is a listed authorized user on the business account [redacted]. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any concerns Mr. [redacted] has experienced regarding his account. 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 Customer Care. JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. T-Mobile records indicate on May 21, 2016, Mr. [redacted] attempted to complete a JUMP! on Demand upgrade for a Samsung Galaxy S7 Edge with an upfront payment of $59.99 and 18 monthly lease installments of $30.00. Please be advised T-Mobile never received the E-Signature agreement required to complete the upgrade from Mr. [redacted] and as a result the order was cancelled. Additionally, on May 26, 2016, when Mr. [redacted] called back to place another order, the upfront cost of the Samsung Galaxy S7 had increased to $69.99. T-Mobile regrets any inconvenience this may have caused. In an effort to amicably resolve this matter for Mr. [redacted], on June 1, 2016, T-Mobile assisted him with purchasing a Samsung Galaxy S7 Edge using T-Mobile’s JUMP! on Demand offering. T-Mobile applied a credit in the amount of $60.00 to Mr. [redacted]’s account to cover the increase in the upfront payment, overnight shipping, and for inconvenience. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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]

August 13, 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 a letter dated August 6, 2015, from [redacted] 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 spoke to Mr. [redacted] on August 3, 2015, and he has indicated this is resolved to his satisfaction.
 
We regret to hear that Mr. [redacted] is dissatisfied with our previous response to your office.  As stated in our previous correspondence, on August 3, 2015, T-Mobile processed an exchange for Mr. [redacted]’s defective device.  Please be advised T-Mobile cannot guarantee a newer device during exchange. However, due to the specific defect within Mr. [redacted]’s device, his device was replaced with a newer IMEI.
 
As per Samsung, replacement of a handset does not renew the 1 year warranty.  The manufacturer warranty is based on the original purchase date.  As a benefit, Mr. [redacted] subscribed to the optional Premium Handset Protection (PHP) which covers the device beyond the manufacturers 1 year warranty with the same terms and conditions. 
 
Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  As part of troubleshooting, T-Mobile will allow Mr. [redacted] 14 business days to test the replacement device to his satisfaction.  Should he have additional concerns he may contact T-Mobile Technical Support at [redacted] or [redacted] at [redacted]
 
Finally, during the limited warranty exchange, Mr. [redacted] was assessed an exchange fee of $5.30.  As a courtesy on August 11, 2015, T-Mobile has credited the exchange fee.  Ms. [redacted]’s account remains active with a balance of $357.52 due on August 13, 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.
 
Ty R[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with our iPhone 7 Trade Up promotion. T-Mobile records indicate that on September 12, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 with 128GB of memory on his mobile number ending in [redacted]. At the time of Mr. [redacted]’s purchase, he was required to make a down a payment of $99.99 for his iPhone 7 with 128GB of memory. Mr. [redacted] then agreed to 24-monthly installment charges of $27.09.
Our records further indicate that Mr. [redacted] is participating in our 2016 September iPhone 7 Trade Up promotion whereby he is eligible to receive a trade-in credit applied to his account balance and then and a monthly credit for his monthly EIP bill over 24-months.
Regretfully, T-Mobile does not have a trade-in processed on Mr. [redacted]’s original handset order for his iPhone 7. Our records indicate that T-Mobile offered Mr. [redacted] a trade-in credit of $165.00 and we applied a trade-in credit of $165.00 to his account on January 27, 2017. Mr. [redacted] advised our Customer Care that he had traded-in an iPhone 6 serial number [redacted] and this trade-in was intended for our iPhone 7 Trade Up promotion.
In an effort to amicably resolve this matter, on January 31, 2017, T-Mobile applied a courtesy credit of $81.27 for his previous monthly EIP charges paid by Mr. [redacted] and we have closed Mr. [redacted]’s iPhone 7 EIP in the amount of $541.64. Mr. [redacted] will no longer receive monthly EIP charges for his iPhone 7 on his mobile number ending in [redacted]. T-Mobile regrets any concerns Mr. [redacted] experienced with his iPhone 7 Trade Up promotion.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:First of all you did not say anything about the employee that work at t mobile and don't know what they are selling which to me that is crazy and I am not going to accept the response because I do not agree with it. I strongly believe that it is not our fault because we asked the employee that worked at t mobile if they would work with any other carrier and he said yes. And I do not think this was miscommunication because he answered the question and we heard him loud and clear. We are not satisfied with t mobile because of all of the lies. And we will not stop until t mobile resolves this issue. We never chose the GSM phones, we never said we wanted GSM phones. We wanted CDMA phones and we did not receive the phones. So we are not stoping until this issue is resolved by t mobile because we are the customers and as customers we have a right to request something that we purchased. We traded in our working phones and we got the phones that don't work anywhere except t mobile and [redacted]. We are trying to settle this properly without involving anyone. Thank you for your time!
Sincerely,
[redacted]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 4, 2017, regarding the above-referenced account. We are pleased to report that Mr. [redacted]’ concerns have been addressed and resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his billing concerns. We appreciate the opportunity to respond to this matter.
T-Mobile is sorry to hear that Mr. [redacted] has concerns about our new and exciting T-Mobile ONE offer. T-Mobile ONE represents a fundamental change to current carrier data plans and pricing, allowing customers unlimited access to talk, text and high speed mobile data -- so they can use data as they please, when they please, without worrying about data usage or high speed “buckets” on their plans.
A review of Mr. [redacted]’ account reflects that on February 7, 2017, he participated in a rate plan change to our T-Mobile ONE plan. It should be noted that Mr. [redacted]’ account is billed from the 25th of on month to the 24th of the following. We certainly regret any bill shock that Mr. [redacted] has experienced; however, it should be noted that as Mr. [redacted]’ rate plan change was backdated to January 25, 2017, the beginning of his then current billing cycle, he was assessed prorated charges.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ contact with our Retail Location.
In an effort to amicable resolve Mr. [redacted] concerns, and in the Un-carrier spirit, on March 13, 2017, T-Mobile contacted Mr. [redacted] and offered him a one-time $55.09 credit to his account. Please be advised that Mr. [redacted] accepted this as a resolution to his concerns. Accordingly, Mr. [redacted]’ account balance was updated to reflect that $82.00 remained due by March 17, 2017. As Mr. [redacted]’ account is enrolled in our AutoPay payment service, on March 15, 2017, $82.00 was drafted from his associated account. Accordingly, Mr. [redacted]’ account remains active with a zero balance for service through March 24, 2017.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jason A[redacted] Executive Response
.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I'll wait for the $60.00 prepaid card to arrive in the mail.
 
Thank you,
Sincerely, [redacted]

August 24, 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 August 20, 2016, regarding the above-referenced prepaid number. 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 regards to her recent account activation. Please be advised that all customers applying for new service with T-Mobile are required to have a credit check. In order to run a credit check, customers are required to provide a social security number. T-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements. Our records indicate that on August 16, 2016, Ms. [redacted] provided her social security number to T-Mobile in an attempt to activate service. Although it is our position that the credit check was authorized, as a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to remove Ms. [redacted]’s recent credit inquiry. Please note that it may take up to 90 days for Ms. [redacted]’s credit file to reflect the changes. It is important to note that although Ms. [redacted] did not proceed with a Postpaid T-Mobile account, on August 16, 2016, Ms. [redacted] activated a prepaid line of service with the mobile number ending in 0389 which did not require a credit check. At the time of activation, Ms. [redacted] had an amount due upfront of $106.60. Unfortunately, as Ms. [redacted] mentions in her letter to your office, upon arriving at her home, she did not have service. In instances where a customer may not have a strong signal in her home, T-Mobile will recommend a coverage device such as a Signal Booster. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. In order to qualify for use of the Signal Booster, the customer must have a postpaid or Simple Choice no Credit Check “(SCNC”) account in good standing. As Ms. [redacted] was on a prepaid account, she was not eligible for a Signal Booster, but she was offered to migrate to a SCNC account and as a courtesy be provided with a credit equal to the amount paid up front. Regretfully, Ms. [redacted] declined our offer and instead requested a refund for $106.60. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, when Ms. [redacted] requested to be provided with a $106.60 refund, T-Mobile respectfully declined. Nevertheless, in an effort to amicably resolve this matter and as an additional courtesy to Ms. [redacted], T-Mobile has agreed to provide a full refund of $106.60 in the form of a prepaid refund card. Pursuant to a conversation with Ms. [redacted], she indicated that she had disputed the $106.60 transaction with her financial institution and would continue her efforts through that avenue. However, should Ms. [redacted]’s request for a refund be declined through her financial institution, T-Mobile will agree to provide the $106.60 refund. 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 and 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. Alberto V[redacted] Executive Response

February 5, 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 23, 2018, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s within this letter.
T-Mobile regrets to hear that Ms. [redacted] had concerns regarding the business account mentioned above. On October 12, 2015, [redacted] activated a T-Mobile business account; regrettably, we have no record that an authorized user was established at the time of activation. We regret any inconvenience to Ms. [redacted].
In an effort to fight fraud, in early 2018, T-Mobile’s account verification process was enhanced. It now requires that customers contacting T-Mobile to access an account be listed as an authorized user and be able to verify the password listed on the account. As Ms. [redacted] was not previously listed as an authorized user, she was not provided access to the account.
Nevertheless, on January 22, 2018, an authorized user contacted T-Mobile and added Ms. [redacted]’s name to the account. Once an authorized user is added they still must verify the password or one-time PIN to have full access to the account and ability to make changes like activating additional lines, adding or removing features, changing rate plans, upgrading handsets with or without Equipment Installment Plan, and suspending lines of service or accounts. It is important to note that these changes may create additional monthly reoccurring charges and one-time fees where the billing responsible party will be held responsible for changes made by authorized users and any related charges or fees.
It is T-Mobile’s position that Ms. [redacted] was appropriately, and per policy, not granted access to the account. Nevertheless, as a gesture of goodwill and in an attempt to restore Ms. [redacted]’s faith in her service provider, T-Mobile issued a credit for $319.00 for a free month of service, leaving the account active with a zero balance, which was due on February 1, 2018.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Christina S[redacted] Executive Response

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]-[redacted]

June 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 30, 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 the above-referenced account. On March 8, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Galaxy S7 handset for the total price of $672.00 plus applicable tax. At the time of signing, Ms. [redacted] was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the total amount of $28.00. Our records indicate Ms. [redacted] enrolled in our Premium Handset Protection (“PHP”) feature for the aforementioned handset at a cost of $12.00 per month. It is important to note the deductible for this insurance protection is $175.00 per claim filed should the handset be lost, stolen, or have liquid or physical damage.
Please note that on April 10, 2017, T-Mobile records reflect Ms. [redacted] contacted her insurance company, Asurion, to file a claim due to having lost her Samsung Galaxy S7 handset. Ms. [redacted] stated she did not receive the replacement handset and at that time contacted T-Mobile in regards to replacing the lost handset.
On April 14, 2017, T-Mobile records indicate Ms. [redacted] spoke with Customer Care in regards to replacing her lost Samsung Galaxy S7 handset. At that time, Ms. [redacted] was advised we would replace her lost handset for the price of the deductible which was $175.00. However, T-Mobile records confirm the replacement order was cancelled and never sent to Ms. [redacted].
Regrettably, on April 15, 2017, Ms. [redacted] cancelled her account prior to receiving the replacement Samsung Galaxy S7 handset. Accordingly, Ms. [redacted] was charged $644.00 for the remaining EIP balance of the aforementioned handset on her next billing statement. Ms. [redacted]’s following billing statement dated April 21, 2017, had a balance due of $900.11 on May 13, 2017. This balance consisted of monthly access charges, EIP accelerated charges, as well as applicable taxes and fees for services between March 21, 2017, and April 20, 2017, which was due in full by May 13, 2017.
In an effort to amicably resolve Ms. [redacted]’s concerns, on June 5, 2017, T-Mobile applied an account credit in the amount of $469.00 to cover the remaining balance of the handset minus the cost of the deductible stated above, which resulted in a balance due of $431.11 on June 13, 2017. This balance consists of the monthly access charges, the aforementioned deductible, and applicable taxes and fees. Please be advised Ms. [redacted] agreed to pay the deductible of $175.00 due to having lost the original handset that was purchased on March 8, 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