T-Mobile Usa Inc

May 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile has reviewed our previous response to this file number on April 10, 2017 and we have confirmed that the promised refund amount was $295.18. Additionally T-Mobile has confirmed that the refund card that was sent had a balance of $120.09. T-Mobile truly regrets this clerical error and we appreciate Mr. [redacted]’s patience and time spent working to reach a resolution. On May 12, 2017, T-Mobile issued a second prepaid debit card with a balance of $174.91 which Mr. [redacted] will receive in seven to ten business days from that date. Mr. [redacted] has also been provided with the number below along with the email [redacted]@T-Mobile.com should have need any additional assistance with his T-Mobile account.
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.
Liana G[redacted]
Executive Response

May 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 26, 2018, regarding the above-referenced account.  Please be advised that we have made 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 to hear of Mr. [redacted]’s concerns and welcomes the opportunity to respond.  T-Mobile takes account security very seriously and in response to the growing industry-wide threat of phone number scams, T-Mobile has created additional account security options in an effort to protect our customers. As such, to activate a new SIM card, in addition to our normal account verification procedures, customers are asked to confirm a one-time PIN number sent to their handset.  If a customer is unable to receive the PIN on their handset we alternatively offer the option of sending the PIN to any other line on the account or to an email address associated with the account.  It is important to note that the email option is not available if the email address has been added or changed within the last thirty days.  T-Mobile records reflect that on April 25, 2018, Mr. [redacted] contacted us to activate his new SIM card but was unable to receive a one-time PIN nor did he have access to any other line on the account.  Our records further reflect that Mr. [redacted] updated his email address on that same date, thus we could not send an email as an alternative.  As such, to ensure Mr. [redacted]’s account security, we referred him to a T-Mobile retail location so that we could verify his identity with a valid form of identification in order to complete his SIM card activation. However, on May 1, 2018, T-Mobile issued a $50.00 credit to Mr. [redacted]’s account as a gesture of goodwill.  The account remains open with a credit balance of $50.00.   T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-8089.Very truly yours,T-MOBILE USA, INC.David [redacted]Executive Response

May 26, 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 May 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. It is important to note that upon speaking with Ms. [redacted], she requested we contact Mr. [redacted] in regard to above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regard to the Samsung promotional offer. On December 24, 2016, T-Mobile records indicate Ms. [redacted] purchased two Samsung Galaxy S7 Edge handsets at a purchase price of $789.99 each plus applicable tax for a total of $1,579.98 on an Equipment Installment Plan (“EIP”). At the time of signing, Ms. [redacted] was required to remit a down payment of $139.98 and agree to a series of 24-monthly installment payments in the amount of $60.00.
Please note that from December 22, 2016, through December 31, 2016, eligible customers who purchased a qualifying Samsung Galaxy phone on an EIP and activated a new line on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a second qualifying Samsung Galaxy phone for free after rebate.
As can be expected, there are several eligibility requirements for the aforementioned promotion; some of these requirements were met and others were not. As stated in the promotional offer, customers must activate a new line at the time of purchasing the Samsung Galaxy S7 Edge. Regrettably, T-Mobile records indicate Ms. [redacted] did not activate a new line of service causing the above-referenced account to be ineligible for the promotion.
Nevertheless, as a gesture of goodwill and in an effort to amicably resolve this matter, on May 25, T-Mobile applied an account credit in the amount of $790.00 towards the two above mentioned EIPs which resulted in a remaining EIP balance of $350.00.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted] Executive Response

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 18, 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 14, 2016, regarding the above-referenced account. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. T-Mobile records indicate that Ms. [redacted] activated service on October 17, 2015, and was set up with a New York state discount to receive a monthly discount for service charges on eligible rate plans. Additionally, Ms. [redacted] was subscribed to T-Mobile’s Simple Choice Unlimited Talk, Text, and 10GB of high speed data rate plan for $100.00 plus applicable taxes each month. It is important to note that the mentioned rate plan is already significantly discounted and as such, not eligible to be further discounted. As a courtesy, and in an effort to amicably resolve this matter, on February 16, 2016, T-Mobile applied a credit to Ms. [redacted] account in the amount of $383.52 for 24 months of the New York state discount. This credit brings Ms. [redacted] account to a credit balance in the amount of $228.71. Ms. [redacted] has 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. Christopher R[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]

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account.
We regret any concerns Mr. [redacted] has experienced regarding the removal of the Stateside International feature from his account. T-Mobile records show that Mr. [redacted] had the Stateside International feature until October 13, 2015, which was available at a cost of $10.00 per month and provides unlimited calling to landline phones from the United States to more than 70 foreign countries. In addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than 200 countries.
At that time, Mr. [redacted] changed to the Simple Choice North America rate plan which allowed him to have calling to Mexico or Canada along with roaming in Mexico and Canada at no additional charge. However, Mr. [redacted] did not add the Stateside International with Mobile feature, available at a cost of $15.00 per month and provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional 30 countries. With both of these features, calls made using a Wi-Fi connection are charged the same discounted rates depending on the feature the customer is subscribed to.
Please note that T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan.
In an effort to amicably resolve this matter, T-Mobile applied a bill credit on June 6, 2017, for $100.00 as a one-time courtesy which Mr. [redacted] accepted as full resolution to this matter. In addition Mr. [redacted]’s rate plan has not been changed since October 13, 2015. If he would like to get discounted calling on his account he is welcome to add the $15.00 Stateside International feature. Mr. [redacted]’s account remains active with a balance of $186.43.
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.
Lauren L[redacted]
Executive Response

October 24, 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 October 13, 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 are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding his T-Mobile handset. According to our records, on October 8, 2016, Mr. [redacted] entered into a JUMP! On Demand lease for an iPhone 6S Plus handset. By leasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. Alternatively, Mr. [redacted] can replace his device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Additionally, T-Mobile provided Mr. [redacted] with a 14-day return period which allowed him to use the equipment to see if it met his 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 JOD lease entered into at the time of the original purchase. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.). Nevertheless, in an effort to amicably resolve the matter, on October 20, 2016, T-Mobile applied a credit in the amount of $117.81 toward the account to defray the cost of obtaining a new handset. Upon speaking to Mr. [redacted], he confirmed the matter is resolved and he has no further concerns. The account remains active with a balance of $385.87 which consists of monthly access charges, monthly EIP charges, monthly JOD lease charges, applicable taxes, and fees from the billing statement dated October 5, 2016. We regret 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. 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]

Complaint: [redacted]
I am rejecting this response because:As with the military, my employer (the US Department of Justice) provided me with move orders to Mexico while on TDY.  I presented these orders to the T Mobile rep in Washington DC when I opted for the current plan and was assured that the international plan was suitable for my needs.  As this is now not the case, I request that T Mobile covers costs for any new contract sign on with other cell phone providers that I select.  I agree with my phone being unlocked as well as T Mobile paying for my last month's bill.  I do not agree with T Mobile declining to pay for the year I was a customer with them.  However, I will agree to T Mobile paying for any new contract costs as well as my last month's bill and unlocked phones.
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]

August 31, 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 a letter dated August 20, 2017 regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.  T-Mobile is pleased to report to your office that upon speaking with both the account holder and authorized user, we have resolved this matter to their satisfaction.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location and Customer Care.   T-Mobile records confirm that on February 26, 2017, Ms. [redacted] took advantage of T-Mobile’s 2017 February Tablet On Us promotion.  Please be advised that from February 10, 2017 through February 28, 2017, T-Mobile offered qualifying customers, like Ms. [redacted], an opportunity to receive an LG GPad X tablet, or Samsung Tab E tablet for free through promotional Equipment Installment Plan (“EIP”) credits for the cost of the tablet, and using it on an eligible T-Mobile ONE rate plan for $20.00 per month per line so long as the lines remain on an eligible plan.    Ms. [redacted] activated two tablets that day under the promotion.  Ms. [redacted] purchased the Samsung Tab E tablet and LG GPad X tablet through our EIP program, wherein she was required to remit a payment for the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $10.00 per device on the tablet lines ending in [redacted] and [redacted].   On August 28, 2017, T-Mobile contacted Ms. [redacted], and discussed her concerns.  As a gesture of goodwill, T-Mobile proposed to cancel the two tablet lines effective immediately, issue an account credit in the amount of $240.00, and close the EIPs associated with them as a result of the information not being disclosed of the monthly access charges associated with the tablet lines of service.  T-Mobile contacted the account holder to obtain permission to proceed with the request the same day.  She accepted, which reduced her balance to $63.34 consisting of her remaining access charges due on September 12, 2017.    T-Mobile will be following up with Ms. [redacted] to share our findings of reviewing her following billing statement on September 22, 2017 to adjust the final prorated charges associated with the tablet lines.  Pursuant to our conversation, Ms. [redacted] considers the matter resolved, and has no further concerns.  T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.   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.   Adrianne F[redacted] Executive Response

May 2, 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 April 26, 2017, regarding the above-referenced account. Please note, due to an inadvertent error, Mr. [redacted]’s account was created with his last name spelled “[redacted]”, however the correct spelling is [redacted].
T-Mobile regrets any inconvenience to Mr. [redacted] in his efforts to cancel his pre-order for his Samsung Galaxy S 8. On April 8, 2017, Mr. [redacted] activated a new T-Mobile account and elected to purchase a new Samsung Galaxy S 8 on our Equipment Installment Plan (“EIP”). As the equipment had not been release at the time of Mr. [redacted]’s purchase, he was put on a pre-order list for the equipment as soon as it became available.
We regret if Mr. [redacted]’s original request to cancel his order for his Samsung Galaxy S 8 and as well as his T-Mobile account were not processed. Nevertheless, Mr. [redacted]’s Samsung Galaxy S 8 was returned to our National Return Center on April 24, 2017. As such, on May 1, 2017, T-Mobile has requested that a refund of $123.59 be sent to Mr. [redacted]’s credit card utilized at the time of activation which represents his down-payment for the Samsung Galaxy S 8, the SIM start kit and the applicable taxes. Furthermore, T-Mobile has closed the EIP for the Samsung Galaxy S 8 and has ensure the account remains closed with a zero balance. 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.
Martin G[redacted]
Executive Response

June 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 12, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset. Our records confirm that on December 8, 2014, Ms. [redacted] purchased an LG G3 handset at full retail cost. It is important to note that T-Mobile is constantly working to improve our network and coverage offerings. As such, as advances are made in our network, some devices may not be able to take full advantage of coverage enhancements. T-Mobile records confirm that at Ms. [redacted]’s billing address, she is located in an area of good in-home 4G LTE coverage, with no known issues. However, the network in Ms. [redacted]’s area has recently been upgraded, and regrettably, her LG G3 handset is not fully compatible with these network enhancements. Please note, however, that Ms. [redacted] will be able to continue using her LG G3 device and service with no loss of functionality. Our records confirm that on June 4, 2016, Ms. [redacted] was advised that if she wished to take advantage of the network enhancements, she would need to purchase a new handset. Our records confirm that a discount of $100.00 was offered to Ms. [redacted] if she purchased a new handset. Ms. [redacted] declined this offer, however. In an effort to amicably resolve Ms. [redacted]’s concerns, on June 16, 2016, T-Mobile sent her a new LG G5 handset at no cost to her, which is fully compatible with the network enhancements in her area. If Ms. [redacted] experiences any additional concerns regarding her handset or coverage, she may contact Customer Care at 800-937-8997 for assistance. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

October 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his refund and appreciates the opportunity to address his concerns.  T-Mobile records reflect that Mr. [redacted] activated his account on June 21, 2017, with the mobile numbers ending in 5191 and 8396.  T-Mobile records indicate that on June 21, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG G6 devices for a total cost of $1,000.00.  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.  If the account is canceled, any remaining Equipment Installment Plan charges will be accelerated and become due in full with the final billing statement.  Our records indicate that Mr. [redacted] made the final EIP balance payments on August 21, 2017 absolving him of any remaining EIP payments.    T-Mobile regrets any coverage issues Mr. [redacted] had experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage prior to August 25, 2017, which was the date that he cancelled his account.  It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.   T-Mobile records confirm that Mr. [redacted] canceled his account on August 25, 2017, when he ported his mobile numbers to another service provider.  Mr. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd of the following month and due on the 15th.  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, Mr. [redacted] was billed through September 23, 2017.  Please note that Mr. [redacted]’s account was enrolled in AutoPay on June 21, 2017.  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. Subsequently, Mr. [redacted]’s credit card was automatically charged in the amount of $100.00 on September 13, 2017.    As Mr. [redacted] mentioned in his correspondence to your office on September 29, 2017, he indicated that he contacted T-Mobile to request a refund back to his credit card on September 14, 2017.  T-Mobile was able to locate record of this request, but it is important to note that the request was declined on September 15, 2017, because it is outside of compliance for T-Mobile's refund policy. To allow for any returned payments or Late Billables to be charged, the account must be canceled at least 30 days to be eligible for a refund.  Unfortunately, due to an inadvertent administrative error, this information was not brought to Mr. [redacted]’s attention.    Nevertheless, in an effort to resolve Mr. [redacted]’s concerns, on October 2, 2017, upon speaking with Mr. [redacted], T-Mobile approved a refund of $100.00 in the form of a prepaid MasterCard that normally has a processing timeframe of seven to ten business days, but due to processing delays there is a potential processing delay of five days.    Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care team. 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.   Andrew S[redacted] Executive Response

March 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her T-Mobile 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 apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Please note that T-Mobile did not state that Ms. [redacted] did not return the equipment within her 20 day equipment return period. Our dates in our previous correspondence are the dates of interaction between Ms. [redacted] and our Customer Care regarding her concerns. T-Mobile followed all the necessary steps to be able to assist Ms. [redacted] in locating her equipment. We regret any delay in processing her refund.
Our records confirm that on March 17, 2017, T-Mobile refunded Ms. [redacted]’s payment in the amount $113.10 back to her original card used for purchase. Please note that it can take up to three business days for the transaction to appear on Ms. [redacted]’s financial institution.

T-Mobile also recommends Ms. [redacted] contact her financial institution to review her refund. In addition, Ms. [redacted] may contact me at the number provided below if she has not received her refund as of yet. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

September 29, 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 26, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] continues to have with his T-Mobile account billing. Our records confirm that on August 15, 2016, Mr. [redacted] activated service with T-Mobile. Mr. [redacted]’s billing cycle runs form the 17th to the 16th of every month. It is also important to note that Mr. [redacted]’s account is on T-Mobile’s “bill current” billing system. This means that charges for Mr. [redacted]’s rate plan are billed in advance of the service being provided and become due within that billing cycle. As of September 27, 2016, Mr. [redacted] has only one mobile number ending in [redacted] and is subscribed to our T-Mobile One rate plan for $75.00 per month. Mr. [redacted] also does not have any additional Equipment Installment Plans (“EIP”). Mr. [redacted]’s monthly access charges are $75.00 before applicable taxes. As stated in our previous response to your office, T-Mobile would follow up with Mr. [redacted]’s next billing statement to apply any credits for disputed monthly access charges. Accordingly, on September 22, 2016, T-Mobile applied a courtesy credit of $114.07 for Mr. [redacted]’s disputed monthly access charges. Our records indicate that Mr. [redacted] has received two billing statements for his monthly access charges from August 15, 2016, through October 16, 2016, which is two months of service. On September 4, 2016, Mr. [redacted] made a payment in the amount of $103.68 for his monthly services and is the only payment made to his account. As of September 27, 2016, Mr. [redacted]’s account reflects a credit balance of $0.56 and he is paid through October 16, 2016, for his monthly services. In regards to Mr. [redacted]’s down payment made for the Samsung Galaxy J7 handsets that were returned; our records indicate that on September 16 2016, T-Mobile provided a refund in the amount of $66.60. It may have taken up to three business days for refunds to appear on the Mr. [redacted]’s card account. In an effort to amicably resolve this matter, Mr. [redacted] may contact his financial institution for any further questions or he may send me a copy of his 30 day running billing statement for the month of September 2016 showing that he has not received his refund. Mr. [redacted] may also check his account balance using his MyT-Mobile app or at MyT-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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

April 25, 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]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 13, 2017, regarding the above-referenced account.
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 Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, T-Mobile will not share such account information with the Mr. [redacted]. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder or an authorized users on the account may contact me at the number below to discuss this matter further. 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.
Oscar T[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]
I am impressed with the speed and service of both the Revdex.com and t-moblie. correct, the plan was grandfathered without argument and other then tese two problems I have been happy with t-mobile for 15 years. always have service where ever I go. I have recommended them to others also.
Now it was my understanding I would have this new plan indefinitely at that price. there was no mention of the other four 4lte gig addin with the 3lte gig when I get another phone however he explained it. and he also said there would be no interruption of service due to data issues. these were not mentioned  in the reply.
it needs to be added.
thank you
[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.-[redacted]