T-Mobile Usa Inc

Complaint: ***
I am rejecting this response because: T-Mobile refunded my money butI just received a past due notice from them for $This notice (I attached a picture of their letter) was dated July 5th Unbelievable. I am beside myself at how awful our experience has beenI felt things may have been improving and then this notice arrived and we are back where we beganWords cannot explain how frustrating dealing with T-Mobile has been
Sincerely,
*** ***

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 19, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the accountT-Mobile regrets any inconvenience that Mr*** experienced regarding his insurance deductible and phone replacementT-Mobile records confirm that Mr*** processed an insurance claim on December 20, due to the phone being lostAt the time the claim was processed a non-refundable deductible was taken by Assurant Solutions, Inc(“Assurant”)However, Mr*** was able to locate the handset after paying the insurance deductibleIn an attempt to get a refund, Mr*** contacted the insurance company Assurant to cancel the replacementPlease note that the insurance deductible is a non-refundable fee and Mr*** would need to reach out to Assurant to discuss his optionsUpon review of Mr***’s account, equipment was not received by Mr***, as the shipping label confirms a return to senderIn an effort to amicably resolve Mr***’s concerns, T-Mobile has issued a credit in the amount of $185.00, equivalent to the insurance deductible and a $SIM card replacementAdditionally, T-Mobile has removed the equipment block on the IMEI *** as equipment was not received and Mr*** locating his original equipmentPlease note that Mr***’s account remains active with a balance of $These charges consist of the billing statements from December 16, 2015, through January 16, 2016, which included the $Simple Choice Family Unlimited Talk Text plus Data Four Lines Included the monthly Equipment Installment Plan charges of $plus applicable fees and taxesMr*** can contact our Customer Care department at 1-800-937-to make arrangement for payment or may remit payment to the address listed on his billing statementBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCRuben A*** Executive Response

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

June 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 10, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Ms*** encountered in regards to her accountT-Mobile records confirm that, on April 13, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Samsung JdeviceAt the time of Ms***’s purchase, she was asked to make a down payment of $153.99, pay the taxes on the full retail price, and agree to a series of 24-monthly installments of $
Please note that due to an administrative error, on April 13, 2017, a second handset order for a Samsung Jdevice was created and billed in full to the account in the amount of $218.54, which was reflected on the following billing statementMs***’ billing statement dated May 15, 2017, carried a total balance due of $The balance consisted of monthly service, the above mentioned equipment charges, applicable taxes and feesMs***’ statement balance was due in full by June 7,
T-Mobile records confirm that as of April 13, 2017, Ms*** is subscribed to the T-Mobile One All In Unlimited Talk, Text, and Data, promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that if the account is enrolled in AutoPay, each line is eligible to receive a $discount, so long as the AutoPay feature remains activeAutoPay 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 payment method supplied by the customer
Our records confirm that Ms***’ account was enrolled in AutoPay on April 13, As Ms*** authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card providedAccordingly, on June 5, 2017, a payment in the amount of $posted to Ms*** accountT-Mobile records further confirm that Ms*** disputed the payment made on June 5, 2017, with her financial institution and $was charged back to the T-Mobile account on June 7,
However, upon speaking with Ms***, on June 15, 2017, T-Mobile applied a credit in the amount of $for the Samsung Jthat was billed in full to the accountThe credit that was applied reduced the account balance to a $balanceFurthermore, in regards to the overdraft fees Ms*** states she incurred, T-Mobile requires an unaltered copy of Ms*** bank statement within day from the date of this letterMs*** may provide the unaltered copy of her bank statement outlining the overdraft fees to ***@T-Mobile.com
Ms*** also confirmed that her Social Security Number was correctly updated upon visiting a T-Mobile retail store with proper documentationPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location and Customer Care teamT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Abigail ***-R***
Executive Response

July 10,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 1, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced in regards to the February Tablets On Us promotionFrom February 10, 2017, through February 28, 2017, T-Mobile offered the February Tablets On Us promotion where new and existing customers can get a LG G Pad X, Samsung Tab E, or a Samsung Tab A for free after monthly credits while on a qualifying planPlease be advised that as with any promotional offer, there are limitations or requirements that may disqualify a customer from the promotionPlease note that customers are required to continue to meet the promotion’s requirements in order to continue to receive monthly credits
T-Mobile records reflect that on February 14, 2017, Mr*** activated two Mobile Internet lines ending in *** and ***Please be advised that both of Mr***’s Mobile Internet lines were subscribed to the $a month 6GB Mobile Internet rate plan, which is a qualifying rate plan for the above mention promotionMr*** then qualified for our Equipment Installment Plan (“EIP") offering with the purchase of two Samsung Galaxy Tab E Tablets with a full retail cost of $for each tabletMr*** was not required to remit a down payment and he agreed to a 24-monthly installment in the amount of $for each tablet
Additionally, in February 15, 2017, Mr*** activated two additional Mobile Internet lines ending in *** and ***Please be advised that both of Mr***’s Mobile Internet lines were subscribed to the $a month 6GB Mobile Internet rate plan, which is a qualifying rate plan for the above mention promotionMr*** then qualified for our EIP offering with the purchase of two Samsung Galaxy Tab E Tablets with a full retail cost of $for each tabletMr*** was not required to remit a down payment and he agreed to a 24-monthly installment in the amount of $for each tablet
It is important to note that Mr*** qualifies for a $Mobile Internet discount for each Mobile Internet line on his account as he has his Mobile Internet lines on the same account with his voice lines of service
T-Mobile records reflect that on February 17, 2017, Mobile Internet lines ending in *** and *** were enrolled to the February Tablets On Us promotionAdditionally, our records confirm that on February 26, 2017, Mobile Internet lines ending in *** and *** were enrolled to the February Tablets On Us promotionIt is important to note that our records indicated that Mr*** has been receiving a total of four $monthly credits for the four tablets that were purchased under the February Tablets On Us promotion
Please be advised that our records confirm the following credits were applied to Mr***’s account for service charges for the four above mentioned Mobile Internet lines
• On March 3, 2017, a $credit;
• On May 25, 2017, a $credit;
• On June 24, 2017, a $credit; and
• On July 2, 2017, credits totaling $
Please be advised that T-Mobile learned that were purchased at an indirect dealer of T-Mobile service, Verge Mobile LLCAlthough T-Mobile is the service provider, Verge Mobile LLC was the party with whom Mr*** purchased his equipment and had interaction with regarding this transactionNevertheless, T-Mobile takes allegations of misconduct seriouslyWe have forwarded this matter to Verge Mobile LLC for further investigationRest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealers
Upon speaking with Mr*** on July 5, 2017, T-Mobile offered to reactivate Mobile Internet lines in order to meet requirements for the February Tablets On Us promotionRegretfully, Mr*** declined our offerAdditionally, T-Mobile offered that the equipment be returned to the executive office for a full refund and apply a $credit for service charges for the four above mentioned Mobile Internet lines as Mr*** was charged for a total of five monthsRegretfully, Mr*** declined the offerIn an effort to amicably resolve Mr***’s request T-Mobile offered to waive the remaining balance for two of the four Samsung Galaxy Tab E tablets, a $credit for service charges for the above mention Mobile Internet lines, and two $credits as a refund for payments made for any additionally taxes and fees that were applied at the time of purchase for two Samsung Galaxy Tab E tabletsPlease be advised that Mr*** accepted the offer and his account currently reflects a credit balance in the amount of $T-Mobile regrets any inconvenience to Mr*** and we appreciate his business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan B***
Executive Response

Complaint: ***
I am rejecting this response because:While I did authorize Auto pay for my prepaid service initially, I called to have it closed and stopped the same day I returned the device, and the customer service rep confirmed thisSo, the payment made on Janauary 22, WAS NOT AUTHORIZED and was WRONGFULLY taken from my account, which has not been refunded to this day.The only terms that were agreed upon for prepaid service were agreed in store and I have the store reps signature and name printed on my receipt saying I would be fully refunded if returnedAs this was my first time using a prepaid service with T-Mobile myself, I believed the information given to me by the store rep, which was later revoked after I made the purchase.The credit that wad put on to my postpaid account includes money that was wrongfully taken from me and money I have a store rep signature saying I could have refunded if returned.I do not and have not agreed that I have been fully recoveredI certainly have not been compensated for the 6+hours I wasted in store and over an hour I spent being passed around rather than being transferred to a manager as I asked.Thank you for apply the money taken from me to my post paid account, but this, I do not consider recovery. Thank you *** ***
Sincerely,
*** ***

December 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 4, 2016, regarding the above-referenced accountT-Mobile regrets any continued concerns Ms*** has regarding her account and any concerns experienced regarding her efforts to contact usAs previously advised, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note Black handset, an Alcatel One Touch Pixi Midnight Blue kit, Samsung Impact Shields, and two Samsung Galaxy Note White and Black handsetAs previously stated on December 12, 2016, 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 statementThis information is disclosed within the EIP agreement provided at the time of purchaseOur records indicate at the time of cancellation on November 30, 2016, Ms*** had a remaining EIP balance of $which was accelerated and will post to the final billing statement dated December 20, It was also determined that the remaining EIP balance is valid and owedHowever, after further review T-Mobile has determined due to an inadvertent error in billing the final EIP balance provided in our previous correspondence was incorrectMs***’s remaining EIP balance is $which will be accelerated and post the final billing statement dated December 20, Nevertheless, in an effort to amicably resolve Ms***’s concerns on December 20, 2016, T-Mobile removed all final EIP charges in the amount of $and the late fee of $The total credit applied is $which will reflect on the final billing statement dated December 20, Please note this resulted in zero balance remaining on the EIP and no monies owed to T-MobileT-Mobile regrets any inconvenience that Ms*** has experienced regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCSharon B*** Executive Response

May 28, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: *** ***
*** Your File No*** T-Mobile Prepaid NoXXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondencedated May 20, 2015, regarding the above-referenced account Ms*** contacted T-Mobile Customer Care to request a Mobile DeviceUnlock code; however, T-Mobile was unable to provide the code as therequirements were not met. Ms*** nolonger has active prepaid service with the above listed number. In an effort to resolve this matter amicably, T-Mobile will agree torequest a mobile device unlock for Ms***s handset. Ms*** may contact me directly to providethe International Mobile Equipment Identifier or IMEI number of thehandset. T-Mobile regrets any inconvenienceto Ms*** Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. *** **Executive Response

Complaint: ***
I am rejecting this response because: they are the ones, that got me in this mess and I will wait until my credit is fixedI thank you
Sincerely,
*** ***

May 31,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 20, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr*** he confirmed the matter has been resolved to his satisfaction
T-Mobile regrets to hear of any concerns that Mr*** experienced regarding our Samsung Black Friday offerFrom November 24, 2016, through November 27, 2016, T-Mobile offered new and existing postpaid customers, such as Mr*** the opportunity to traa qualifying fully owned Samsung phone from any carrier to get the Samsung Galaxy Sfor free through monthly bill credits on an Equipment Installment Plan (“EIP”) while having an eligible T-Mobile ONE or qualifying Simple Choice Unlimited with unlimited data plan
T-Mobile records indicate that on November 25, 2016, Mr*** qualified for and took advantage of an EIP offering with the purchase of a Samsung Galaxy Son mobile number ending in 3504, wherein Mr*** was not required to pay a down payment, however was required to pay the taxes on the full retail price, and agreed to 24-monthly installments of $
On February 15, 2017, Mr*** was notified that due to not having a qualifying T-Mobile ONE or Simple Choice Unlimited rate plan, regretfully he was not eligible for the promotion
Although it is T-Mobile’s official position that Mr***’s account was not eligible for the promotion, upon speaking with a member of T-Mobile’s Office of the President on May 22, 2017, T-Mobile offered to close the EIP balance owed on the Samsung Galaxy Sin the amount of $517.49, and provide a one-time bill credit for the difference owed to Mr*** in the amount of $This left Mr***’s account with a remaining balance of $which consists of monthly access charges, taxes and fees, as well as his other EIP on mobile number ending in Pursuant to our conversation, Mr*** confirmed that the matter is resolved, and has no further concernsT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Adrianne F* Executive Response

June 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, regarding the above-referenced account. As shared in our correspondence to your office on May 30, 2017, while Ms*** is not qualified for our Carrier Freedom offer as the account has been cancelled, as a gesture of goodwill T-Mobile agreed to reimburse Ms*** upon receipt of her final billing statement from her previous carrier. Once received, T-Mobile will issue a prepaid MasterCard to Ms***’ address of record. Ms*** may e-mail the statement to either ***@T-Mobile.com or ***@T-Mobile.com Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC David T*** Executive Response

April 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile regrets any inconvenience to Ms*** in regards to her recent onboarding experienceT-Mobile records confirm that on February 21, 2017, to activate her postpaid account with two mobile lines of serviceRegrettably, due to an inadvertent error the above referenced account was opened as a secondary account and Ms*** was charged for two new Apple iPhone handsets and accessories in the amount of $
T-Mobile records confirm that the above referenced account was closed as of February 22, 2017, and as the account was closed Ms*** was billed $1,for the remaining balance of the two Apple iPhone and accessoriesRegrettably, T-Mobile records do not reflect receipt of the handsets and thus Ms***’s refund was delayed
However, in an effort to amicably resolve this matter, on April 21, 2017, T-Mobile has closed Ms***’s above referenced account reflecting a zero balance and has refunded her the $Ms*** should allow three to five business days for deliveryT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Oscar T***
Executive Response

November 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile is sorry to lose Ms*** as a customer and we regret hearing of her concerns with her equipment purchase. 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 regret that Ms*** feels that this was not her experience when recent visiting her local T-Mobile retail store and contacting our Customer Care team
T-Mobile records confirm that Ms*** activated her T-Mobile account on October 30, 2016, with mobile number ending in 9926. Further review confirms that on November 8, 2016, Ms*** purchased an LG Kdevice via our Customer Care department and elected to finance it with our Equipment Installment Plan (“EIP”) programMs*** was required to pay a $down payment plus the sales tax for the total retail price of the device and agreed to monthly installments in the amount of $3.30.
In regards to Ms***’s concerns with an upgrade fee, please be advised that some upgrades in-store and in Care for customers who are not redeeming a JUMP!, JUMP! On Demand, or SCORE! upgrade, we have added a $charge for assistance in the upgrade process. Please note that customers completing handset upgrades online will not be assessed the $fee. Although Ms*** was purchasing her first device, as this handset order was not completed at the time of activation, in the event of completing the order with the assistance of one of our store or Customer Care representatives, Ms*** would be assessed the $Upgrade Support Charge. Records confirm that at the time of purchase, Ms*** made a payment in the amount of $139.66, from which $was for the down payment, $for the Upgrade Support Charge, $for shipping and $for taxes. It is T-Mobile’s position that the Upgrade Support Charge was validly assessed
As of the time of Ms***’s purchase of a new handset, T-Mobile provided a days return period which allowed Ms*** to use the equipment to see if it meets 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.
T-Mobile records confirm that Ms*** canceled her account on November 8, 2016, when she ported her mobile number to another service provider. Ms***’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms*** was billed through December 2, 2016, and her account currently reflects a balance in the amount of $
Pursuant to UPS tracking number ***, Ms*** returned her package to the original sender. Although to the date of this letter, T-Mobile has not scanned the package, as UPS records reflect that the package was delivered in our warehouse on November 11, 2016, on November 16, 2016, T-Mobile processed Ms***’s refund in the amount of $to the same method of payment used at the time of purchase. Please allow three to five business days for the funds to become available on Ms***’s financial institution
In addition, and in an effort to amicably resolve this matter, on November 16, 2016, T-Mobile issued a onetime bill credit to the account in the amount of $87.01. Ms***’s account remains canceled and wit a zero balance. T-Mobile regrets any inconvenience to Ms***
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-ext***
Very truly yours,
T-MOBILE USA, INC
Maggie R***
Executive Response

October 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 29, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms*** in regards to the Carrier Freedom program mentioned in our letter dated September 25, On September 29, 2015, T-Mobile received Ms***’s final *** billAs such, T-Mobile is now able to manually process Ms***’s refundIn an effort to resolve Ms***’s concerns, T-Mobile has issued a prepaid Visa debit card in the amount of $for a device trade-in, cancellation fees and an accelerated equipment balance from her previous carrierMs*** should expect to receive her refund card within seven to ten business daysPlease be advised that Ms*** has accepted this as resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCTy R*** Executive Response

March 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
Station Drive, Ste
DuPont, WA
Re: Toney ** ***
Your File No*** T-Mobile Prepaid NoXXX-XXX-***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced prepaid number
T-Mobile regrets the continued coverage concerns MrH*** experienced and we regret that we have not been able to resolve his concerns to his satisfactionT-Mobile appreciate that MrH*** completed troubleshooting with his handset at a local T-Mobile storeAs previously advised, T-Mobile cannot guarantee coverage; however, we reached out to our engineering team for review MrH***’ home address in Addison, MI
After further review on March 7, 2018, our engineering team advised us that MrH***’ home area site is performing normally and has no issuesThe signal has not changed in the area and the phone MrH*** is using is compatible with the technologies providing serviceOur engineering team was able to confirm that there is usage on MrH***’ prepaid account, which indicates that he is able to use his T-Mobile service
In addition, MrH*** is using a Sprint deviceIt should be noted that while an unlocked device from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of those devices based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of an unlocked device work on our network; however, certain advanced features may work sporadically or not at allWe regret any inconvenience MrH*** has experienced
In an effort to amicably resolve this matter, T-Mobile recommends that MrH*** look into purchasing a new device directly from T-Mobile and he may find great prices on our website at www.T-Mobile.com or visit his nearest retail locationT-Mobile respectfully declines any compensation or a free phoneT-Mobile regrets any inconvenience to MrH*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext341-
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

Complaint: ***
I am rejecting this response because:I have went to my local T-Mobile store and was told that the new towers in my area don't support my phone the "Iphone Plus" this would have been nice to be notified about instead of me throwing away money every month so at this point I'd either ask for a Iphone that does support the new T-Mobile towers or a refund for at least half the year and I'll go to a different network that still does support my Iphone
Sincerely,
Toney * ***

Complaint: ***
I am rejecting this response because: This is pure accusation that I activated the SIM CardI rejected the SIM card when it arrived and it was sent back to T-mobile intactThe moment I realized I was conned for overprice, I called immediately to cancel these SIM Cards. Please see the whole incident from a logical standpointWhen T-mobile refunded me the SIM Card cost, how can the SIM card be activated from my end when I didn't even accept the mail? This is a pure failure of system understanding your customer service reps have about what to do when a SIM card is being returned and refundedJust to provide a response through a third-party website, please do not misread the facts and the sequence of incidents. If you say so that I activated the SIM card, please provide proof of any calls being made or any other track of the SIM card activated by the CUSTOMERPlease don't say your amicably solving this issue, there isn't any fault from my side that your resolving 'AMICABLY'The whole mistake is with T-MOBILEExtremely unhappy experience. Poor judgement of incidents and poor understanding of your customer service log research that you have conducted which is entirely untrue. However, if the balance is reflecting is appearing ZERO and if you haven't sent the details to collection agency, I will go peacefullyIf your trying to frame your customer in bad light for no reason, I'm not letting this discussion go. I'm expecting a response for this.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
One: T-Mobile has not tried to reach me via email, letter or phone as they indicated.Two: On March 10th, when I went into a T-Mobile to pay for my phones and any remaining billsWhy was this so called bill not mentioned by any T-Mobile representative (both in person and over the phone) they all had said that I had a balance and everything was taken care of. Three: And around Apirl 1st, when I called T-Mobile about this chargeThe representative I spoke had said it was their mistake and didn't understand this charge and would issue me a refund with in 5-business days. And now since the last I called around apirl 14th the last representative and the spokesman who sentthis letter is stating that this bill has always been there and that it was issued on March 10thThe same day I paid for everythingAll of my bills with T-Mobile.
Sincerely,
*** ***

October 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 23, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms*** may have regarding her accountPlease 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***’ recent contact with our Customer Care T-Mobile records confirm that on October 15, 2017, Ms*** activated a second line of service on the account. At the time of the activation, Ms*** subscribed to the T-Mobile ONE rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data. Please note that mobile number ending with was subscribed to the Premium Device Protection (PDP) Plus feature for a monthly cost of $12.00. In addition, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 64GB Gold handset T-Mobile records confirm that upon Ms*** contacting Customer Care on October 18, 2017, she stated never authorizing the above mentioned rate plan change. Therefore, the rate plan was switched back to the individual Simple Choice North America Unlimited Talk, Text and 2GB Data for $plus tax on each line of service. In addition, T-Mobile records confirm that Ms*** has subscribed to the Simple Choice North America Unlimited Talk, Text and 2GB of Data family rate plan for a monthly cost of $a month. However, please note that this rate plan is future dated to take effect as of November 19, In an effort to amicably resolve this matter, on October 24, 2017, T-Mobile issued a credit of $to adjust the account for pro-rated charges due to the rate plan changes. This credit reduced Ms*** account balance to $due on November 11, 2017. It must be noted that going forward Ms*** monthly statements estimate to be around $plus taxesThis balance includes the monthly service charges and EIP. T-Mobile regrets any inconvenience to Ms*** 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-ext*** Very truly yours, T-MOBILE USA, INC Mercedes V*** Executive Response

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