T-Mobile Usa Inc

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.
In addition, I am grateful to T-Mobile more precisely Mr. L[redacted] and Revdex.com regarding this resolution.
Sincerely,
[redacted]  [redacted]

October 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]     T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 12, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience regarding Mr. [redacted]’s account.   T-Mobile records indicate that on November 2, 2013, Mr. [redacted] subscribed to our T-Mobile Simple Choice Individual Plan with unlimited voice and messaging service. Mr. [redacted]’s account was enrolled in Autopay on November 14, 2013.  Autopay 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.  As Mr. [redacted]’ authorized Autopay, T-Mobile was authorized to automatically deduct payments from the credit card/bank account provided.    T-Mobile reflects Mr. [redacted]’ account shows no record of any voice calls made from July 3, 2017 through October 2, 2017 or an indication that Mr. [redacted] was out of the country for a period of three months.   In regards to Mr. [redacted]’ billing, Mr. [redacted] continued to be billed monthly plan charges in the amount of $60.00 plus taxes and fees.   Please be advised that on August 22, 2017, Mr. [redacted]’ account was suspended for non-payment due to the credit card or bank account no longer being active. Additionally, on September 5, 2017, Autopay was removed from the account.   Furthermore, on September 20, 2017, Mr. [redacted] canceled his account when he transferred his line ending in 8434 to another service provider.  Mr. [redacted] was sent a final billing statement for September 3, 2017 through October 2, 2017 in the amount of $228.98. On October 16, 2017, as a gesture of good faith, a bill credit was applied in the amount of $96.96 bringing the remaining balance to $132.02.  Please be advised that T-Mobile sent Mr. [redacted] a notice of collection for the balance amount of $132.02. This notice of collection was a non-impacting credit notice.   In an effort to amicably resolve Mr. [redacted]’ matter, On October 19, 2017, T-Mobile applied a courtesy bill credit in the amount of $132.02 bringing the account closed with a zero balance. Mr. [redacted]’s accepted this as a resolution. T-Mobile regrets any inconvenient to Mr. [redacted]’s 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.   Rochelle M[redacted] Executive Response

June 13, 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 31, 2017, regarding the above-referenced account.
We regret any inconvenience Mr. [redacted] may have experienced in receiving his final billing statement. In review of the account, records indicate the account was suspended for non-payment on May 26, 2016. However, the account was not cancelled until July 21, 2016, for non-payment. The final billing statement posted to the account on August 13, 2016, with a balance of $858.97 and was sent to the billing address on file.
On September 16, 2016, a one-time collection fee in the amount of $93.09 was assessed to the account and a revised final balance posted to the account for $952.06, due on November 6, 2016. On April 13, 2017, credit was issued toward the account for service charges in the amount of $161.12, leaving a revised final balance of $790.94. As no further payments were received, on April 17, 2017, the account was assigned to Enhanced Recovery Centers. It is T-Mobile’s position that the charges are valid and owed. Mr. [redacted] can be contacted Enhanced Recovery Centers at 800-501-7454 to make arrangement for payment.
Upon speaking with Mr. [redacted] he requested a final billing statement for the above-referenced T-Mobile account. In an effort to resolve Mr. [redacted]’s concerns the billing statements covering the dates of May 14, 2016, through August 13, 2016, were sent. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted]
Executive Response

June 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 May 28, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Ms. [redacted]’s satisfaction. We are sorry to hear that Ms. [redacted] had concerns with the coverage and her final billing statement. As Ms. [redacted] may imagine, T-Mobile is unable to guarantee coverage as there are so many factors that can affect the coverage day to day. Things such as traffic volume, network changes, weather, terrain and even foliage can interfere with actual quality and availability of service. Please be advised that on February 24, 2015, Ms. [redacted] requested to order a Wi-Fi CellSpot router to assist with her coverage concerns. At the time of the order Ms. [redacted] agreed to pay a $99.00 plus taxes non-return fee should she fail to return the equipment in the event of account cancelation. Wi-Fi CellSpot return labels are automatically sent to customer’s address on file if the account is canceled. T-Mobile records confirm that Ms. [redacted] canceled her account on October 21, 2015, when she ported her mobile numbers to another service provider. Please note that we do not have record of Ms. [redacted] returning the above mentioned Wi-Fi CellSpot router, as such, Ms. [redacted] was charged a non-return fee in the amount of $104.08 including taxes. Please be advised that on October 2, 2015, Ms. [redacted] did remit payment in the amount of $137.62 which covered the monthly recurring service charges through cancelation. After Ms. [redacted] remitted payment, the account totaled a past due of $104.08 which consisted entirely of the Wi-Fi CellSpot non-return fee. It is our position that as the equipment was not returned the balance remains valid. On May 17, 2016, Ms. [redacted]’s account was transferred to third party collection agency Convergent Outsourcing Inc. where it currently remains to attempt to collect payment for the past due balance. In an effort to amicably resolve this matter T-Mobile has agreed to credit Ms. [redacted]’s T-Mobile account in the amount of $54.08, should she remit payment of $50.00. On June 1, 2016, T-Mobile contacted Ms. [redacted] and presented this offer to which she accepted as full resolution to her concerns. At this time Ms. [redacted] remitted payment in the amount of $50.00, and her T-Mobile account was adjusted for the remaining balance in the amount of $54.08. Ms. [redacted]’s T-Mobile account remains canceled 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 Ms. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Taylor B[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. I was able to switch to [redacted] in a matter of minutes, thank you for the written instructions. I would like to note that none of the three customer representatives I spoke with on the date of my original request gave me instructions like the ones I was sent from T-Mobile's executive, which further confirms my belief that T-Mobile was intentionally making it as hard as possible for me to switch carriers. I will be telling everyone I know about my awful experience and am so happy not to be a T-Mobile customer any longer. Sincerely, [redacted]

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]

September 25, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted] T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 11, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that he has designated [redacted] as an authorized user of the account.  T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.   T-Mobile regrets any misunderstanding to Ms. [redacted] regarding T-Mobile’s Carrier Freedom program and the status of her submission.  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 contact with our Customer Care.   With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.    There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement.  The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device.  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 this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.  Please note, T-Mobile never received the prior carrier’s final bill, as such Mr. [redacted]’s reimbursement was denied.   T-Mobile records confirm that Mr. [redacted] activated service with our T-Mobile ONE with taxed included rate plan.  T-Mobile offered corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list.  This discount program was referred to as the T-Mobile Advantage Program.  Please note this is a grandfathered program which is not compatible with our T-Mobile ONE rate plan.  As Mr. [redacted] is currently on a T-Mobile ONE rate plan, his account is ineligible for the Advantage Program.  T-Mobile regrets any misunderstanding to Mr. [redacted] regarding the Advantage Program.   In effort to amicably resolve this matter, T-Mobile approved the Carrier Freedom reimbursement for Mr. [redacted] in the amount of $1,000.  This refund will come in the form of a prepaid card within ten business days via US Mail. Ms. [redacted] accepted this as resolution to her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[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.  I appreciate T-mobiles efforts for making this right. Sincerely, [redacted]

I recieved one email from Diane J[redacted] in whicb I DID respond (see screenshots of email) I requested that she call me the following day. I never received the call which regretfully I expected. I have talked to multiple people about the charges amd keep getting different reasons as to why I "owe" more than 300 dollars. The first reason was because we were past due. I have told everybody that I am willing to pay for the device. I was never told that I had to cancel service. The line was a hot spot which I was not recieving service for, therefore, I should not habe been charged. Even if I was that does not equal 320 dollars. I have been charged for a month of service that I did not recieve or even use. I refuse to pay for a service that I did not recieve. I do not have that kind of money just laying around. To a company making as much as Tmobile, they should not be penny pinching their customers that do not have the ability to pay. If I had used the service then it would be my obligation to pay. Since I did not use the service nor even receive service I am inclined to deny the claims that I owe for more than the device.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

September 29, 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 September 15, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted].  Please note that Ms. [redacted] activated her account on August 3, 2017 under our T-Mobile One rate plan which provides unlimited talk, text and data for $75.00 per month plus applicable taxes and fees. Additionally at that time Ms. [redacted] elected to enroll in AutoPay.  AutoPay 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.  As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the bank account provided.  T-Mobile since then has automatically deducted the payment for the first month since the cancellation of Ms. [redacted]’s service.   Please be advised that Ms. [redacted]’s account was considered a “bill current” account meaning that her bill was due a week prior to her bill cycle end date.  Ms. [redacted]’s bill cycle ran from the 14th of one month to the 13th following month and was due on 25th of every month.   We regret any coverage issues Ms. [redacted] experienced when she activated service with T-Mobile.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability. It should be noted that upon receipt of Ms. [redacted]’s coverage concerns, T-Mobile provided a Signal Booster for use in her home to aid in providing a better signal in her home. 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.  Please note that the Signal Boosters are T-Mobile owned devices.  However, if not returned upon cancelation of service, there is a $289.00 non-return fee plus applicable taxes that is assessed to the account.    Please be advised that T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. As Ms. [redacted] found that the service was not acceptable; she canceled her service on August 13, 2017, meaning she would only been responsible for the service charges, fees and taxes incurred from August 3, 2017 until August 13, 2017.  As T-Mobile has not received the equipment Ms. [redacted]’s account was charged a total of $309.96 for the non-return fee of the equipment.    As such, T-Mobile is willing to adjust and refund $50.00 from August 14, 2017 until September 13, 2017 through her original payment method.  Furthermore on August 15, 2017, Ms. [redacted] canceled her AutoPay so therefore T-Mobile will not draft any further money from Ms. [redacted]’s credit card. T-Mobile records confirm that the Signal Booster has since been received and the credit of $309.96 was applied to the account for the balance in full.  Therefore Ms. [redacted]’s account remains closed with a zero balance.  Finally, in order to amicably resolve Ms. [redacted]’s concern, T-Mobile has issued the $50.00 refund as outlined above via the original payment method.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Daniel L[redacted] Executive Response

Revdex.com: I contend that I did Not owe T-mobile Any outstanding balance, and it took them almost a year to credit my account for returned cell phones and then to put 71.08 on my credit report is insult to injury. Hiwever, I am happy to be finished doing business with them and 
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]

September 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated September 19, 2016, regarding the above-referenced account. We regret to hear Mr. [redacted] had with returning his equipment and canceling his T-Mobile services. On March 23, 2016, Mr. [redacted]’s account was activated subscribed to the Biz Family Unlimited Talk, Text, and 10GB Data four line promo $120.00 monthly rate plan. In addition, the mobile numbers ending in [redacted] and [redacted] subscribed to the optional JUMP! 2.0 $12.00 monthly feature and mobile number ending in [redacted] subscribed to the JUMP! 2.0 $9.00 features for estimated monthly recurring charges (“MRC”) of $153.00 less taxes and fees. T-Mobile records indicate that on March 23, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Space Gray 64 gigabyte (“GB”) handset, two iPhone 6s Plus Rose Gold and Silver 64GB handsets, and Samsung Note 5 Black 32GB handset. 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. Please be advised on April 29, 2016, Mr. [redacted]’s account was canceled as due to no usage on the equipment. As such, on May 1, 2016, the EIP for Mr. [redacted]’s equipment was canceled and final charges billed to his account. Our records confirm Mr. [redacted]’s final billing statement dated June 20, 2016, reflected an amount due of $3,337.37, which consisted of EIP monthly installments, EIP final charges, MRC, and taxes. On September 11, 2016, Mr. [redacted]’s account entered collection treatment for non-payment for the amount of $3,337.37. On September 16, 2016, the account was assigned to Convergent (Formerly ER Solutions, ERS) and a collection fee in the amount of $136.85 was applied to the current balance bringing the new balance to $3,474.22. In order to amicably resolve all of Mr. [redacted]’s concerns we have offered to close the current balance on the account due to no usage on our records. In addition, any negative reporting will be removed within 90 days. 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

October 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 September 30, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] may have experienced with her recent phone order and we are pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile records indicate that on September 21, 2016, Ms. [redacted] activated a new line of service and purchased a Certified Pre-Owned Galaxy S 6 Edge - Gold - 64GB handset with our Equipment Installment Plan (“EIP”) offering. 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. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $234.00 and agree to a series of 24 monthly installments in the amount of $8.17. Thereafter T-Mobile placed an authorization hold for the amount $285.50 which consisted of the down payment, SIM starter kit charge and applicable taxes. Ms. [redacted] elected to subscribe to our T-Mobile One rate plan for $75.00 a month for the first line of service. At the time of activation Ms. [redacted] elected to enable the Auto Pay feature to her account. Please be advised that customer who elect to enable the Auto Pay feature with our T-Mobile One offering, receive an additional $5.00 discount to their monthly billing statement. With the monthly access charges, and EIP, Ms. [redacted]’ monthly billing statement totaled $78.17 prior to additional usage charges, fees, taxes and surcharges. Ms. [redacted]’ account is billed with our ‘bill current’ billing system, which means that she was billed for services in advance. Ms. [redacted] billing period started on the 24th of each month and runs through the 23th of the following month; payment is due on the 16th of each month. Please be advised at the time Ms. [redacted] accepted her EIP agreement the Certified Pre-Owned Galaxy S 6 edge - Gold - 64GB handset was no longer available. As such the handset was not shipped as the handset was on back order. On September 24, 2016, Ms. [redacted] was sent a billing statement in the amount of $84.58 which consisted of her monthly service charges from September 24, 2016, through October 23, 2016, monthly EIP, fees, taxes and surcharges. This payment was due on October 16, 2016. On September 28, 2016, T-Mobile spoke to Ms. [redacted] and advised her that the device would ship a soon as it became available and advised her that the order would not be able to be canceled due to system limitations. T-Mobile issued a one-time credit in the amount $84.58 to bring Ms. [redacted]’ account to a zero balance. On October 3, 2016, T-Mobile spoke to Ms. [redacted] and advised her of the above. T-Mobile offered to send Ms. [redacted] an alternate device that was more readily available. Ms. [redacted] elected a brand new Samsung Galaxy S7 Edge 32 GB handset. As a gesture of goodwill, T-Mobile offered to reduce the cost of the handset from $789.99 to $520.00. Ms. [redacted] accepted and elected to take advantage of our EIP offering. Ms. [redacted] was not asked to make a down payment however she agreed to a series of 24 monthly installments in the amount of $21.67. Ms. [redacted] was advised she must accept the EIP agreement that is sent via email within 72 hours or her order will be automatically canceled. Additionally Ms. [redacted] was advised once her order for the Certified Pre-Owned Galaxy S 6 Edge - Gold - 64GB is process and shipped, T-Mobile will have the handset returned to the warehouse so Ms. [redacted] may be issued a full refund to her credit card in the mount of $285.50. Ms. [redacted] accepted this as a resolution and had no additional concerns. 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. Robert R[redacted] Executive Response

December 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 11, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] had with her account billing and we appreciate the opportunity to address her concerns. T-Mobile records confirm that on October 1, 2015, Ms. [redacted] activated her T-Mobile account. According to our records, on October 7, 2015, Ms. [redacted] contacted T-Mobile to advise that she intended to cancel her account and that she was in the process of returning her equipment. However, due to an inadvertent error, at that time, Ms. [redacted]’s account was not cancelled. Our records confirm that on November 9, 2015, pursuant to Ms. [redacted]’s request, the account was cancelled. In an effort to amicably resolve the matter, T-Mobile has credited the account balance to zero. Please be advised that, as Ms. [redacted]’s account was not transferred to a third-party collection agency, therefore Ms. [redacted]’s credit should not be affected by this account. If Ms. [redacted] wishes to further discuss this matter she may contact me directly at the number provided below. 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. Brandon M[redacted] Executive Response

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

August 8, 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 July 25, 2017, regarding the above-referenced account. We are pleased to advise that all concerns have been resolve to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his payment posting concern. We appreciate the opportunity to respond to this matter. T-Mobile has reviewed Mr. [redacted]’s account and records reflect that on July 2, 2017, Mr. [redacted] created a future dated payment for his past due balance of $180.69 via MyT-Mobile.com. This payment arrangement was to be paid in two installments of $36.14 to be taken on July 16, 2017, and the second payment of $144.55 on July 30, 2017, to be drafted from his financial institution.
However, due to an inadvertent error Mr. [redacted] submitted the payment in full totaling $180.69 via MyT-Mobile.com on July 14, 2017. As such, our Customer Care team in an effort to resolve Mr. [redacted]’s concerns requested that a refund for $180.69 be sent to Mr. [redacted], however the requests were denied as the refund requirements were not met.
Please be advised that the Federal Trade Commission (“FTC”) has a process in place for consumers who are disputing bank transactions. The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly. Adherence to the FTC process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the FTC to track identity theft occurrences and keep the public informed on new scams.
Nevertheless, in a further effort to amicably resolve Mr. [redacted]’s concerns on August 4, 2017, T-Mobile approved the refund of $180.69 back to his bank account. Please note the refund can take up to three business days to appear from the time it was approved. Additionally, T-Mobile applied a courtesy credit of $93.00, to the account. Please note this credit provided was to assist with the overdraft fees incurred which resulted in a balance reduction. As such, the account reflects a balance of $178.27 which is due by August 20, 2017.
T-Mobile provides a number of options for Mr. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile regrets any inconvenience caused to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sharon B[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.  
I now understand that this policy was in my agreement about 15 years ago when I initially signed up with T-Mobile.  
My only question is why are they and other cell phone carriers allowed to include this clause in their agreement to bill a customer til the end of the billing cycle for unused service?  Just as they can prorate usage for a customer for unused service if the customer signs up mid month, they should also prorate when a customer cancels service mid-month.  This can be done they just choose not to do it and are getting away with it as well.  Their is no justification or reason for this.
Then they turn around and send you to a collection agency and you're charged $24 for that as well.  This policy practices are so unfair.
I'm glad that this if finally resolved and I can move on.
 
Sincerely, [redacted]

December 20, 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 December 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. We regret any coverage issues Ms. [redacted] has experienced. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. T-Mobile reviewed the billing statements from September 9, 2016, through December 8, 2016, and over the course of those three months, Ms. [redacted]’s line ending in [redacted] used an average of 2,133 minutes, sent and received 17,359 text messages and used an average of 2005.06 megabytes (2 gigabytes) of data. Please be advised that as of December 9, 2016, through the date of this letter Ms. [redacted]’s line ending in [redacted] has sent and received 883 text messages and 24 multimedia messages. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service and we consider the charges to be valid. T-Mobile records reflect that Ms. [redacted]’s purchased a Samsung Galaxy S6 Edge handset on April 26, 2016. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Pursuant to a conversation with Ms. [redacted] on December 14, 2016, T-Mobile agreed to perform a handset exchange. A replacement Samsung Galaxy S6 Edge handset was mailed to Ms. [redacted] and this device was received December 15, 2016, and has been in use since that date. It remains T-Mobile position that Ms. [redacted] is able to use the services and send and receive text messages. 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. James G[redacted] Executive Response

September 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 September 23, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to her [redacted] device not being compatible on the T-Mobile network. T-Mobile strives to provide world-class service to all of our customers on each and every contact and we make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care department. Please be advised that we can provide the T-Mobile Internet and picture messaging settings for some non-T-Mobile devices, however device troubleshooting that is not related to the T-Mobile network (T-Mobile Internet and picture messaging settings) is unavailable. T-Mobile can only provide some troubleshooting for non-T-Mobile devices and we are unable to guarantee the functionality of devices which do not have a software version that was sold or updated by T-Mobile. Due to the limited resources we have on non-T-Mobile devices, we are unable to guarantee the effectiveness of these settings. We strongly recommend that our customers contact the manufacturers of their non-T-Mobile devices with any questions or problems regarding the functionality, operation, or performance of their non-T-Mobile devices. Equipment Installment Plan (“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 and customers are required to make down payments on their device purchases based on credit eligibility and promotional pricing. It is important to note that based on Ms. [redacted]’s credit eligibility she would be required to make a higher down payment. T-Mobile records indicate that on September 23, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S6 handset. Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was required to make a down payment in the amount of $234.00 then agreed to a series of 24 monthly installments in the amount of $8.17. T-Mobile records show that on September 23, 2016, Customer Care spoke with Ms. [redacted] and offered a credit in the amount of $46.80 towards a down payment of $234.00 not including taxes for a Samsung Galaxy S6 Edge. Ms. [redacted] accepted and an order was placed for the handset and Ms. [redacted] received on September 26, 2016. However in order to amicably resolve the matter, on September 29, 2016, T-Mobile contacted Ms. [redacted] and offered to adjust the remaining down payment for the handset in the amount of $187.20 and she accepted. Ms. [redacted] agreed moving forward that she would still have the monthly installments in the amount of $8.17. 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

February 17, 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 February 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that on January 30, 2016, Mr. [redacted] activated a fifth line of service to his account, ending in [redacted]. In Mr. [redacted]’s correspondence, he indicated that his line of service was to be replaced by his home number, which he requested to be ported in from another provider. Please note that a port in requires specific information from the original account be provided, such as the account number and any security passwords. Due to an inadvertent error, however, the port-in of Mr. [redacted]’s land line number was not initiated. However, upon speaking to Mr. [redacted] on February 9, 2016, T-Mobile verified the necessary information for Mr. [redacted]’s account with his previous provider, and initiated the port-in process. As of February 16, 2016, Mr. [redacted]’s line of service ending in [redacted] has been ported in and has replaced his line of service ending in [redacted]. However, it is important to note that Mr. [redacted] may experience dual service until February 18, 2016, while his previous provider completes the release of the mobile number. During this time, Mr. [redacted] may experience incoming calls dialed to his [redacted] line being received on both devices. Regrettably, we have been unable to reach Mr. [redacted] following the completion of the port-in to advise him of such. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile is offering to credit his account in the amount of $220.00, for one month of his monthly access charges for his five lines of service for the inconvenience. T-Mobile requests that Mr. [redacted] contact me at the number below no later than February 29, 2016, to accept this offer of resolution. T-Mobile regrets any concerns 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