T-Mobile Usa Inc

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

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 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom...

It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 1, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. and [redacted] has been designated as an authorized user of the account. We are pleased to report that upon speaking with Ms. [redacted] we can confirm that her concerns have been resolved to her satisfaction. We are sorry to hear that our service did not meet Ms. [redacted]’s business. According to our records, the account was activated on January 6, 2016. Upon activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchases of three Apple iPhone 6 handsets, two LG V10 handsets, two LTE Hotspot Z915 handsets, and a Samsung Galaxy Note 5. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to be billed $311.00, which is for the taxes on the full retail price of the equipment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $157.07, which would appear on the first bill following the purchase of the device. When a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. Once the account canceled on January 18, 2016, the remaining EIP balance of $3,769.78 was accelerated and posted to the final billing statement dated February 5, 2016. Our records further confirm that on January 28, 2016, T-Mobile received all the equipment back to our warehouse. Unfortunately, due to an inadvertent error, the equipment was not refunded until April 7, 2016. Ms. [redacted] received a full refund for the equipment for a total of $3,769.78; however, she was not refunded for the taxes on the phone or the monthly charges billed from January 6, 2016, through January 18, 2016, which left a total balance due of $628.84. On June 3, 2016, T-Mobile adjusted Ms. [redacted] for the taxes of $311.00 which left the total balance at $317.84. Although it is T-Mobile’s position that Ms. [redacted] was billed correctly for the monthly charges for service used while active, in an effort to amicably resolve her concerns and as a courtesy, T-Mobile issued a credit for the remaining balance of $317.84, leaving the account closed with a zero balance. T-Mobile has also removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for the credit report to reflect the change. Please note that on June 3, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfaction. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. [redacted] Executive Response

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]

February 1, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence January 25, 2018, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] is designated as an authorized user of the account. We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.
We regret any inconvenience to Mr. [redacted] regarding our promotions and we appreciate the opportunity to address his concerns. T-Mobile records confirm that on January 24, 2018, Ms. [redacted] activated her account with two lines of service and enrolled in our T-Mobile ONE 55+ rate plan at $60.00 per month. Ms. [redacted] also took advantage of our Equipment Installment Plan (“EIP”) and purchased two Samsung Note 8 64GB devices each priced at $950.00. Ms. [redacted] remitted two payments of $230.00 for each device as a down payment and agreed to 24 monthly installments of $30.00 per device. Also, Ms. [redacted] traded in a Samsung Galaxy S 4 device and accepted a $10.00 trade-in credit towards the new purchase.
As Mr. [redacted] is aware, from January 12, 2018, for a limited time, new and existing postpaid customers, who buy a Samsung Note 8, can get another of equal or lesser value after rebate. In order to qualify for the offer, both devices must be purchased on EIP, customer port in a least one of service and enrolled in a qualifying T-Mobile ONE rate plan. Also, a trade in of a fully functional eligible Samsung device.
As Mr. [redacted] indicated in his correspondence to your office, we confirmed he met the qualifications for the above mentioned offer; however, we also confirmed that the offer could not be combined with our Carrier Freedom. To be eligible for our Carrier Freedom offer, consumers must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. As the requirements for both offers are similar, customer only get the option to do one offer or the other, but not both. We regret any confusion this matter may have caused.
T-Mobile provided a 14 days return period to Mr. [redacted] that allowed them to use the service to see if it met their needs. In the event of return within the allotted return period, Mr. [redacted] would be eligible for a full refund minus an applicable restocking fee of $50.00 per device.
On January 24, 2018, Mr. [redacted] contacted our Customer Care and was given information regarding the return process and the restocking fee requirements; however, as a courtesy, we applied a $75.00 credit to Ms. [redacted]’s account in an effort to amicably resolve his concerns. Our records confirm Mr. [redacted] returned the new devices on January 26, 2018, which required a $50.00 restocking fee and the difference was refunded back to Mr. [redacted]’s credit card.
In a further effort to amicably resolve Mr. [redacted]’s concerns, on January 25, 2018, T-Mobile applied an additional credit of $25.00; which, along with the previously issued credits, provided total credits of $100.00 for Mr. [redacted]’s restocking fees. Mr. [redacted]’s accepted the credits and the explanation of our current offers as resolution to his concerns. Ms. [redacted]’s account remains active with a credit balance of $100.00. We regret any inconvenience to Mr. [redacted] and Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sal O[redacted]
Executive Response

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]

February 9, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

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

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

April 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced file number.
T-Mobile regrets Ms. [redacted]’s concerns regarding the billing of her equipment. Upon speaking with Ms. [redacted], she confirmed her concerns are related to an account that she was formerly an end user on. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number and concern she provided. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, she may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kimo C[redacted]
Executive Response

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]

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

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

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

receipt of your correspondence dated May 29, 2016, regarding the above-referenced prepaid number. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to the Mobile Device Unlock requirements. Device unlock codes are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on May 27, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in [redacted], for an LG G4 handset. However, at that time the device was not eligible for a Mobile Device Unlock code as the handset was not purchased directly from T-Mobile, but rather from the third-party vendor Amazon at the full retail price. Additionally, Mr. [redacted]’s line of service had not been active for the require 365 days with the required $100.00 in refills having been applied to the line. Therefore, Mr. [redacted]’s request for a Mobile Device Unlock code was declined. Nevertheless, in effort to assist Mr. [redacted] on June 6, 2016, T-Mobile received Mr. [redacted]’s proof of purchase and acquired the Mobile Device Unlock code from LG directly. T-Mobile then forwarded this information to Mr. [redacted]. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

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

receipt of your correspondence dated January 15, 2017, regarding the above-referenced account. We regret any concerns Mr. [redacted] has regarding his T-Mobile billing. On November 23, 2016, Mr. [redacted] activated T-Mobile service for five lines and elected to subscribe to the T-Mobile ONE $130.00 monthly rate plan. In addition, mobile number ending in [redacted], and [redacted] subscribed to T-Mobile ONE $25.00 add-a-line feature for a total monthly recurring charge of $205.00 plus taxes and fees. Please note that we have no record that Mr. [redacted] had also activated an account online prior to visiting the retail location. Please note that Mr. [redacted]’s account was enrolled in AutoPay on November 23, 2016, which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. It should be noted that the amount reflected above is inclusive of the $5.00 per line discount for enrolling in AutoPay. T-Mobile records confirm on November 24, 2016, a billing statement was sent with the amount due of $220.11 which consisted of monthly recurring charges taxes and fees for services rendered November 24, 2016, to December 23, 2016. Our records confirm payment was not remitted resulting in the balance carrying forward. On December 24, 2016, a T-Mobile billing statement was sent with the amount due of $468.32, which consisted of the past due balance of $220.11 and monthly recurring charges of $245.41due to AutoPay being canceled and losing the $5.00 per line discount. Thereafter, our records reflect that on January 14, 2017, Mr. [redacted] contacted our Loyalty department regarding his T-Mobile account and stated he did not want to keep the account activated. In addition, Mr. [redacted] requested the account be canceled effective immediately, which was completed. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile has agreed to apply a one-time credit in the amount of $468.32 bringing Mr. [redacted]’s account to a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

June 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his account. T-Mobile records indicate that on January 19, 2009, Mr. [redacted] activated three mobile lines of service. At the time of activation, Mr. [redacted] agreed to a 24 month commitment for the three lines of service through January 19, 2011. Please note that if canceled at any time prior to the service agreement end date an early termination fee of up to $200.00 plus applicable taxes would be assessed per line.
T-Mobile records indicate that on May 15, 2011, Mr. [redacted] requested a rate plan change, which required a 24 month contract renewal. However, T-Mobile records indicate that when the rate plan change was completed, Mr. [redacted] changed his mind and requested a reversal of the rate plan. However, due to an inadvertent error the 24 month contract was not reversed.
Furthermore, on December 17, 2012, Mr. [redacted]’s account was cancelled when he ported his mobile numbers to another service provider. T-Mobile provided Mr. [redacted] with his final billing statement dated December 19, 2012, reflecting a balance of $524.77, due on January 11, 2013. This balance consisted of the monthly recurring charges for services rendered from November 19, 2012, through December 18, 2012, early termination fees, taxes and fees. It should be noted that because Mr. [redacted]’s contract had less than six months to be finalized, he was only charged an early termination fee of $100.00 per line of service.
As the account remained past due on March 19, 2013, Mr. [redacted]’s account was referred to West Asset Management for collection attempts at which time a collection fee of $131.19 was assessed to Mr. [redacted]’s account bringing the balance to $655.96. In addition, T-Mobile records indicate that between August 26, 2015, and August 31, 2015, credits in the amount of $19.97 were applied to Mr. [redacted]’s account reducing the balance to $635.99. Thereafter, on December 14, 2016, Mr. [redacted]’s account was reassigned to Convergent Outsourcing Inc. Finally, please note that T-Mobile records do not reflect that Mr. [redacted]’s account did not reflect a balance of $1,800.00 at any time.
Nevertheless, in an effort to amicably resolve this matter on May 31, 2017, T-Mobile credited Mr. [redacted]’s account the amount of $635.99 bringing the account to a zero balance. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience to Mr. 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.
Mercedes V[redacted]
Executive Response

June 22, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 11, 2017 regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Mr. [redacted] as an authorized user of the account.We are pleased to inform you that T-Mobile has contacted Mr. [redacted] and addressed his concerns to his satisfaction.  T-Mobile regrets any inconvenience to Mr. [redacted] regarding our Mobile Device Unlock requirements and we appreciate the opportunity to address his concerns.Mobile Device Unlocks are available to customers who meet our eligibility requirements.  A review of Mr. [redacted]’s account confirms that on May 27, 2017, we received a request for a Mobile Device Unlock for the device with International Mobile Equipment Identifier (“IMEI”) number [redacted] being used on the line of service with the mobile number ending in [redacted].  However, at that time the device was not eligible for a Mobile Device Unlock as T-Mobile could not confirm that device was sold through T-Mobile or a T-Mobile authorized dealer.Further research confirmed that the device in question has no Equipment Installment Plan (“EIP”) associated with it and that it was in fact a T-Mobile branded device.  As such, in an effort to resolve Mr. [redacted]’s concerns on June 14, 2017, T-Mobile approved the device to be permanently unlocked.  Mr. [redacted] confirmed that his LG G4 device is now completely unlocked and accepted the approval as resolution to his concerns.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]Very truly yours,T-MOBILE USA, INC.Sal O[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]

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]

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

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
.