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 somewhat satisfactory to me. Sincerely, [redacted]

April 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concern that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to this matter.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Executive Response Team.
T-Mobile records reflect that on March 27, 2017, Ms. [redacted] contacted Customer Care and participated in a rate plan change to our T-Mobile ONE tax inclusive rate plan. Please be advised that this rate plan provides Ms. [redacted] with unlimited domestic talk, messaging, and on-network data at the rate of $180.00 for her first four lines of service; a $25.00 monthly add-a-line charge will be assessed for Ms. [redacted]’s fifth line of service for a combine recurring charge of $205.00. Please note that our records reflect that Ms. [redacted] continues to be enrolled in the optional handset protection features for her mobile numbers ending [redacted] and [redacted] at the rate of $12.00 each per month. Accordingly, Ms. [redacted]’s monthly billing is estimated at $229.00 including all recurring taxes and fees, in addition to her previously mentioned EIP for a combined monthly bill estimate of $330.01. As Ms. [redacted]’s aforesaid EIPs mature, her monthly billing will reduce accordingly.
T-Mobile records confirm that Mr. [redacted]’s billing statement dated April 2, 2017, carried a total balance due of $668.04. Please be advised that $312.51 was considered past due. Ms. [redacted] was assessed $355.53 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from April 3, 2017, through May 2, 2017. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by April 23, 2017.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Our records indicate that the Unlimited Data feature was added to Ms. [redacted]’s mobile numbers ending [redacted], 7851, and [redacted] on January 4, 2017, pursuant to a request presented to our Customer Care; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on March 27, 2017, in Ms. [redacted]’s correspondence to your office.
Accordingly, on April 4, 2017, T-Mobile issued a $270.00 credit to Ms. [redacted]’s account representing the $45.00 Unlimited Data feature charge for two months for each of the affected three lines of service. As such, Ms. [redacted]’s account balance was updated to reflect that $42.51 remained as past due. As an additional gesture of good faith, and as a courtesy to Ms. [redacted], on April 4, 2017, T-Mobile absolved Ms. [redacted] of her remaining $42.51 balance. Accordingly, Ms. [redacted]’s account balance was then updated to reflect a zero balance due. Moreover, on April 4, 2017, after reaching a zero balance on Ms. [redacted]’s account, T-Mobile removed her previously authorized payment arrangement.
Finally, on April 6, 2017, T-Mobile applied account credits totaling $26.56 to Ms. [redacted]’s account in an effort to absolve her of the late payment fees and prorated rate plan change charges assessed on her April 2017, billing statement. Accordingly, Ms. [redacted]’s account balance was updated to reflect that $328.97 remains due by April 23, 2017.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jason A[redacted]
Executive Response

January 23, 2018
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 January 16, 2018,
regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any account concerns Ms. [redacted] has experienced. T-Mobile records confirm that Ms. [redacted]’s correspondence is in reference to [redacted]’s account number [redacted], on which Ms. [redacted] is an authorized user. On December 26, 2017, T-Mobile records confirm Ms. [redacted] authorized an automatic payment of $328.54 to be withdrawn on December 29, 2017, using the card ending in 5258. As Ms. [redacted] is the account holder, she received an SMS on December 27, 2017, as a reminder of the payment withdrawal for December 29, 2017. As such, T-Mobile was authorized to automatically deduct payments from the payment method provided.
On December 29, 2017, as scheduled, a payment of $328.54 was withdrawn from card ending in 5258 as agreed upon by Ms. [redacted]. However, on December 29, 2017, Ms. [redacted] requested the payment of $328.54 be refunded. Please note that on December 30, 2017, Ms. [redacted] was refunded the amount of $328.54 to the requested bank account.
Regarding the Change of Responsibility (“COR”), please note that our records reflect that Ms. [redacted] requested a COR be processed with respect to the mobile number ending in 5526. Please note that a COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. T-Mobile records confirm that Ms. [redacted] approved the COR. At that time, Ms. [redacted] was advised that Ms. [redacted] had to contact Customer Care within 30 days to accept financial responsibility for the mobile number ending in 5526. Our records indicate that the COR could not be processed due to a past due amount of $211.83.
On January 14, 2017, T-Mobile records confirm a payment of $211.83 was processed, bringing the account current, at which time the COR was completed as requested. We regret any confusion 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.
Rochelle M[redacted]
Executive Response

August 3, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his service interruption.  Please be advised that in order to qualify for a payment arrangement the account must be less than 30 days past due.  In addition once a payment arrangement has been agreed to it cannot be changed or deleted and if not met could lead to an interruption of service.    T-Mobile records indicate that on July 10, 2017, Mr. [redacted] agreed to a two part payment arrangement, which he would pay $170.23 on July 17, 2017 and then $170.23 on July 31, 2017. On July 14, 2017, Mr. [redacted] was sent a reminder that the first payment set for July 17, 2017 was going to be drafting from the payment method provided.  On July 17, 2017, the payment was rejected due to insufficient funds.    As of July 19, 2017, as no payment had been remitted, Mr. [redacted] failed to meet the payment arrangement which caused the interruption of service as of July 20, 2017.  At that time Mr. [redacted] would have needed to pay $104.96 to qualify for a new payment arrangement to be set on the account.  Please note that Mr. [redacted]’s account currently has a balance that is 51 days past due, which disqualifies the account for payment arrangement options.  In order to meet qualifications for a payment arrangement he would need to pay $109.96 at this time.   As a one-time courtesy, in an effort to amicably resolve this concern, a hold was placed on Mr. [redacted] account through July 26, 2017, and his service was restored.  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.   Lauren L[redacted] Executive Response

January 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 January 4, 2017, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Mr. [redacted] regarding our JUMP! On Demand program. JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
 
Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage.  If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into.
Please be advised that Mr. [redacted] upgraded with JUMP! On Demand to an Apple iPhone 7 Plus 128GB handset on September 14, 2016 and was required to return in the existing Apple iPhone 6S Plus 64GB handset that was set up with JUMP! On Demand.
T-Mobile records indicate that the Apple iPhone 6S Plus handset was scanned into our return warehouse on October 28, 2016. Due to an inadvertent error, the JUMP! On Demand for the Apple iPhone 6S Plus handset was not removed from Mr. [redacted]’s account.
Please note that T-Mobile has placed a credit in the amount of $63.60 on November 28, 2016 for two months of JUMP! On Demand for the Apple iPhone 6S Plus 64GB handset. Additionally, T-Mobile spoke with Mr. [redacted] on January 12, 2017 and removed the Apple iPhone 6S Plus 64GB handset from Mr. [redacted] and applied an additional credit in the amount of $31.80 for the most recent JUMP! On Demand for the Apple iPhone 6S Plus 64GB handset bringing the account to a credit balance in the amount of $31.80. Mr. [redacted] has accepted this as resolution to his concerns. 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.
 
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]

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 29, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channels. We are sorry to hear of Mr. [redacted]’s concerns regarding the refund of the Alcatel One Touch Pop 7 LTE tablet and the current services on her T-Mobile account.
Our records confirm that on February 23, 2017, Mr. [redacted] purchased the Alcatel One Touch Pop 7 LTE tablet under the mobile number ending in [redacted] with our Equipment Installment Plan (“EIP”). At this time, a payment of $14.12 for the taxes of the purchase was remitted and a series of 24 monthly installments of $6.00 per month were accepted. Our records further confirm that on March 27, 2017, Mr. [redacted] cancelled the mobile numbers ending in [redacted] and [redacted], leaving the account active with the remaining mobile number ending in [redacted].
T-Mobile has reviewed the return of the Alcatel One Touch Pop 7 LTE tablet and we could not confirm the return of the tablet. Nonetheless, on March 30, 2017, we blocked the IMEI number of the Alcatel One Touch Pop 7 LTE tablet and closed and credited its remaining EIP balance.
In an effort to amicably resolve this matter, on May 5, 2017, T-Mobile further reviewed Mr. [redacted]’s account and confirmed that all EIP monthly installments associated to the Alcatel One Touch Pop 7 LTE tablet were adjusted. Additionally, on May 5, 2017, an adjustment of $29.63 as requested by Mr. [redacted], was issued to the account, leaving the account with a remaining balance of $33.37 due by May 20, 2017.
Please be advised that Mr. [redacted]’s account is currently subscribed to the T-Mobile ONE rate plan for $75.00 per month with the mobile number ending in [redacted]. Also, the account has the ONE Plus feature for $5.00 per month which provides Mr. [redacted] unlimited 4G LTE device data, 10GB 4G LTE Smartphone Mobile Hospot, Unlimited HD video streaming, Gogo in-flight unlimited, Name ID, Voicemail to Text, 2X faster speeds under our Simple Global data roaming. As well, the account is enrolled into AutoPay and receives an AutoPay discount of $5.00 per month. Based on the above, Mr. [redacted]’s estimated monthly recurring charge is approximately $75.00 per month. We regret any inconvenience to Mr. [redacted] and 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 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.
Aika A[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. Although there are some terms in the response that I do not fully understand or agree with, the T Mobile representative was very accommodating and this issue was resolved satisfactorily.Sincerely, [redacted]

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] has in regards to her T-Mobile balance and appreciates the opportunity to respond to her concerns.
T-Mobile records confirm that Ms. [redacted] has two mobile numbers and is subscribed to the Simple Choice Family Unlimited Talk and Text rate plan for $100.00 per month plus applicable taxes and fees which provides unlimited minutes and unlimited text messages and unlimited data with 7 GBs of Smartphone Mobile HotSpot (“SMHS”) at up to 4G/LTE speeds depending on device capability. T-Mobile records confirm that on August 14, 2014, Ms. [redacted] elected to add the JUMP! feature for $12.00 per month to the line ending in [redacted] and the Premium Handset Protection feature for $7.00 per month to the line ending in [redacted].
T-Mobile records confirm that Ms. [redacted]’s billing statement dated February 25, 2017, reflected a total balance due in the amount of $1,237.05 for monthly access charges, and applicable taxes and fees for services between February 25, 2017, and March 24, 2017, which was due in full by March 7, 2017. Ms. [redacted] was assessed $203.87 in monthly access charges, as well as applicable taxes and fees for services on this billing statement. Please note that $1,033.18 was considered past due. Please note that as Ms. [redacted] was not remitting the full balance due on her bills from February 25, 2016 to February 25, 2017, the unpaid charges rolled over into new billing cycles. T-Mobile records confirm the line ending in [redacted] was last used on March 18, 2017. Accordingly, 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. [redacted] was billed through March, 24, 2017.
On March 25, 2017, T-Mobile applied an account credit in the amount of $187.06 and Ms. [redacted]’s billing statement reflected a total balance due in the amount of $1,188.63. Please note that $1,049.99 was considered past due. Ms. [redacted] was assessed $138.64 in monthly access charges, as well as applicable taxes and fees for services between March 25, 2017, and April 30, 2017, which was due in full by April 17, 2017.

Ms. [redacted]’s billing statement dated April 25, 2017, reflected a total balance due in the amount of $1,332.71. Please note that $1,188.63 was considered past due. Ms. [redacted] was assessed $144.08 in monthly access charges as well as applicable taxes and fees for services between April 25, 2017, and May 24, 2017, which is due in full by May 17, 2017. T-Mobile records confirm line ending in [redacted] shows usage up until Ms. [redacted]’s account was suspended on April 30, 2017, due to non-payment. 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. [redacted] was billed through May 24, 2017.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve her concern, T-Mobile offered to apply an account credit of $332.71 to bring the remaining balance on the above-referenced account which would result in a remaining balance of $1,000.00 that is due on May 17, 2017. Additionally, T-Mobile offered to set up a payment arrangement to pay the balance in full. Regrettably, after communicating with Ms. [redacted] on May 12, 2017, she has declined T-Mobile’s offer. T-Mobile has placed a hold on Ms. [redacted]’s account until May 31, 2017, so that she may have additional time to think about the offer. Should Ms. [redacted] decide to take advantage of this offer she can reach me at the number listed below on or before said date. It is important to note that the full balance of $1,332.71 will be due on June 1, 2017, if Ms. [redacted] does not accept T-Mobile’s offer.
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. 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

June 9, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 4, 2016, 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 Ms. [redacted]’s concerns within this letter. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. As indicated in our May 27, 2016 response, our records confirm that Ms. [redacted] activated her account on December 2, 2015, with the voice line of service ending in [redacted] and a mobile internet line of service ending in [redacted]. In Ms. [redacted]’s correspondence, she indicated that she submitted documents to participate in our early termination fee reimbursement program known as Carrier Freedom. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. Regrettably, our records confirm that Ms. [redacted]’s documents for reimbursement were not received. On December 2, 2015, Ms. [redacted] utilized our Equipment Installment Plan (“EIP”) program with the purchase of an LG G-Pad tablet. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $9.99. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. Additionally, on December 2, 2015, Ms. [redacted] used our JUMP! On Demand lease program to lease an LG G4 handset. Ms. [redacted] agreed to an 18 month lease period, with monthly payments in the amount of $16.50 plus applicable tax. At the end of the lease period, Ms. [redacted] would be required to return the LG G4 to a T-Mobile retail store, or remit payment for the purchase option price of $102.99 plus tax. If Ms. [redacted] cancelled her service prior to the end of the lease period, the remaining lease amount as well as the purchase option price would be billed to her final billing statement. T-Mobile records confirm that Ms. [redacted] cancelled her account on April 2, 2016. As there was an active EIP on the account as well as an active JUMP! On Demand lease, the remaining balance for each was assessed to Ms. [redacted]’s final billing statement. The balance owed on Ms. [redacted]’s account following cancellation was $464.34, which included $45.01 for prorated monthly access fees and applicable taxes, $189.81 for the LG G-Pad EIP balance, and $229.52 for the remaining lease amount and purchase option price for the LG G4 handset. Ms. [redacted] remitted a payment in the amount of $45.01 on April 22, 2016, reducing the balance owed to $419.33. T-Mobile records confirm that Ms. [redacted] returned the LG G4 handset to T-Mobile on April 29, 2016. As such, on May 26, 2016, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $229.52 for the charges for the LG G4 handset. Ms. [redacted]’s account remains cancelled, with a balance of $189.81 for the LG G-Pad tablet. Our records confirm that the device has not been returned to T-Mobile, and as such, it is our position that the charges are valid. However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offers to allow her to return the LG G-Pad tablet to our office, in good working order, and the remaining EIP balance of $189.81 will be waived. The tablet can be mailed to my attention to the following address: T-Mobile USA, Inc. Attn: Brian W[redacted] c/o Executive Response P.O. Box 37380 Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the tablet, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset/s indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset/s will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than June 30, 2016. Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid. T-Mobile regrets any inconvenience Ms. [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. Brian W[redacted] Executive Response

September 6, 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 August 28, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate that [redacted] is an authorized user of the account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Ms. [redacted] remains unsatisfied with our response to your office. Our records reflect that Ms. [redacted] is billed by a system known as “bill arrears” with a billing close date of the 20th of each month. On August 17, 2017, T-Mobile applied a credit of $165.72 which reduced her balance due to $380.49 for August 13, 2017. When Ms. [redacted]’s bill cycle closed on August 20, 2017, her monthly access charges from July 21, 2017, through August 20, 2017, were added to the balance leaving her account active with a balance due of $793.84 for September 13, 2017.   Although, it is position that Ms. [redacted] has been billed accordingly, on August 28, 2017, T-Mobile issued a courtesy credit of $129.59 for the Purchase Option Price of her Samsung Galaxy S6, reducing the balance due to $664.25. Additionally, upon speaking with Ms. [redacted] on August 30, 2017, as a gesture of goodwill and in an effort to amicably resolve her concerns, T-Mobile issued a credit $126.26, leaving her balance due of $534.99.   Regarding Ms. [redacted]’s concern for her payment arrangement, T-Mobile has removed the arrangements and found that on August 30, 2017, Ms. [redacted] set up a payment arrangement through her online account at www.T-Mobile.com, to pay the past due balance on September 13, 2017.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

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 Mr. [redacted]’s concerns regarding the T-Mobile LG V20 promotion he attempted to participate in when upgrading his handset. From October 17, 2016, through October 27, 2016, customers were eligible to receive $200.00 off of their working smartphone when upgrading to the LG V20 handset and trading-in a qualified handset. Please be advised customers were required to purchase the LG V20 on Equipment Installment Plan (“EIP”) and trade-in a working smartphone. Additionally, customers were required to go to www.lgv20launchpromo.com and use promo code “LGV20” to redeem the promotion and have a prepaid card mailed out.
Our records confirm Mr. [redacted] took advantage of our EIP offering with the purchase of an LG V20 handset in the amount of $769.99 on October 27, 2016. At the time of purchase, Mr. [redacted] remitted a down payment of $49.99, and agreed to make monthly installment payments of $30.00. Unfortunately, T-Mobile was unable to confirm that Mr. [redacted] entered in the redemption code on the website listed above. As such, Mr. [redacted] did not meet the qualifications for the offer.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to apply a credit in the amount of $200.00 to Mr. [redacted]’s account, which has left the account with a credit balance of $30.51. 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.
Christopher P[redacted]
Executive Response

December 22, 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 December 9, 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. We are pleased to advise that all concerns have been resolved to Ms. [redacted]’s satisfaction.
T-Mobile regrets Ms. [redacted]’s concerns regarding her handset. Our records confirm on December 8, 2017, T-Mobile placed an order [redacted] for the LG Aristo handset. It is important to note that the phone charges for the total amount of $209.13 were billed to the account. In an effort amicably resolve Ms. [redacted]’s concerns on December 10, 2017, our Customer Care team adjusted the billed charges in the amount of $209.13.
Please be advised this credit will post to the bill dated January 10, 2018. Additionally, our records confirm the LG Aristo handset was delivered via UPS tracking number [redacted] on December 11, 2017. Upon speaking with Ms. [redacted] on December 19, 2017, T-Mobile has confirmed she has received the LG Aristo handset.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent call to Customer Care. T-Mobile regrets any inconvenience caused 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.
[redacted] Executive Response

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile is excited that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-Carrier family. We regret hearing of Ms. [redacted]’ concerns with our Carrier Freedom promotion and the status of her submission. In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
T-Mobile records indicate that at the time of activation, Ms. [redacted] met the requirements for Carrier Freedom on up to three lines of service when she by purchased three new T-Mobile devices, traded-in three handsets and ported in three mobile numbers to T-Mobile from another provider. Please note that our records confirm that Ms. [redacted]’ Carrier Freedom was denied when we did not receive her trade-in handsets at the warehouse, or an itemized final billing statement detailing the eligible charges owed to her previous provider, within the allotted 60 day timeframe. However, please note that Ms. [redacted]’ handset was later confirmed received at the T-Mobile warehouse.
On April 10, 2016, T-Mobile approved a Carrier Freedom reimbursement for Ms. [redacted], based on paperwork that we received which confirmed that Ms. [redacted] was charged a remaining handset lease balance in the amount of $366.56. As Ms. [redacted] had previously received trade-in credit in the amount of $128.00, the total remaining reimbursement owed to Ms. [redacted] was $238.56, which Ms. [redacted] can expect to receive in the form of a prepaid refund card at her address of record within seven to ten business days. However, please note that the paperwork that T-Mobile received does not provide any further itemized charges regarding an early termination fee.
Nevertheless, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-has provided Ms. [redacted] with an additional reimbursement in the amount of $285.00, and agreed to direct deposit this refund to Ms. [redacted]’ bank account within one to three business days. Ms. [redacted] accepted this offer as resolution in full to her concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our 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.
Kayla J[redacted]
Executive Response

May 27, 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 13, 2016, regarding the above-referenced account. We are pleased to report we have successfully contacted Mr. [redacted] and have resolved the matter to his satisfaction. We regret any concerns Mr. [redacted] may have experienced regarding his coverage and equipment concerns. T-Mobile is working diligently on network improvements throughout the U.S. Our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all locations. There are several factors that may interfere with actual service, quality, and availability. Our records indicate that Mr. [redacted] contacted Technical Support on several occasions to report equipment concerns with the device associated with the mobile number [redacted]. Our records also indicate that during each interaction with Technical Support the appropriate troubleshooting was performed in an effort to resolve Mr. [redacted]’s equipment concerns. Please note that Mr. [redacted]’s current rate plan includes unlimited talk, unlimited text messaging and 2GB of high-speed (“4G LTE”) data. T-Mobile reviewed the billing statements from February 2016 to May 2016 and over the course of those three months, Mr. [redacted] used an average of 1,986 minutes with calls as long as 83 minutes, sent and received multiple text messages and used an average of 2891 MB (2.8 GB) of data. Given this usage, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider the charges to be valid. Nevertheless, upon speaking with Mr. [redacted], as a means of amicable resolution, T-Mobile applied a courtesy credit of $150.00 to his account, which has resulted in a credit balance of $165.00. Furthermore, as an additional courtesy to Mr. [redacted], T-Mobile assisted him with changing his rate plan to the promotional Select Choice Family Plan, which provides unlimited talk, unlimited text messages for $50.00 per month. Mr. [redacted] has also selected the unlimited 4G LTE data with 5GB of hotpot feature for $20.00 for the number ending in [redacted]. He has also selected the 3GB of 4G LTE data feature for the number ending in [redacted] and is currently enrolled in the Premium Handset Protection (“PHP”) for $10.00 per line. As such, going forward Mr. [redacted]’s estimated monthly recurring charges total approximately $100.00 per month less applicable taxes and fees. 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. Emilio [redacted] M[redacted] Executive Response

December 13, 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 November 30, 2017, regarding the above-referenced account. T-Mobile records confirm that Mr. [redacted] is the authorized contact name for this account. T-Mobile has contacted Mr. [redacted] to discuss this matter, and we look forward to hearing back from Mr. [redacted] to assist him in resolving his concerns.
T-Mobile is truly sorry to hear that Ms. [redacted] has had anything but a great Un-Carrier experience since activating his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location or Customer Care.
Please be advised that T-Mobile’s JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period.
It is very important to note that Premium Handset Protection features, including T-Mobile’s JUMP! offering, may be added to the account within 14 days of a qualifying event. Qualifying events include:
• Activation with EIP;
• Add a line with EIP;
• Handset upgrade with EIP; or
• Warranty Exchange with EIP.
T-Mobile records confirm that at the time of activation on June 2, 2017, Mr. [redacted] added JUMP! to the mobile number ending in [redacted], although the option to add JUMP! was declined for Mr. [redacted]’s other five device orders. As 14 days have passed since that qualifying event, Mr. [redacted] is unable to add the JUMP! feature to any of his lines, and is not eligible for a JUMP! upgrade.
Regarding Mr. [redacted]’s concerns with his billing, our records indicate that since activation, Mr. [redacted] has been subscribed to our “T-Mobile ONE @Work” rate plan, which includes two lines of unlimited talk, text and data service for $130.00 per month. In addition, Mr. [redacted] has four additional lines of service, two of which are charged at a rate of $25.00 per line after applicable bundle discounts, and the remaining two are charged at a rate of $12.50 per line per month due to a “50% off Add-A-line” promotion. Additionally, Mr. [redacted] has three “DIGITS Talk and Text” lines which are free on promotion. In addition, Mr. [redacted] is subscribed to our ONE Plus @Work feature on the mobile numbers ending in [redacted] and [redacted], which is charged at a rate of $5.00 per line per month; the JUMP! feature for the mobile number ending in [redacted], which is charged at a rate of $12.00 per month; and the ONE Plus International feature for the mobile number ending in [redacted], which is charged at a rate of $25.00 per month. Including taxes and fees, Mr. [redacted] is expected to pay $252.00 per month for his selected services.
It is very important to note that around the time of activation, Mr. [redacted] took advantage of T-Mobile’s EIP offering with the purchases of four Bluetooth speakers, three iPad Pro’s and three iPhone 7’s. Mr. [redacted]’s monthly EIP costs total $213.26 per month. As such, Mr. [redacted]’s total monthly anticipated cost for services and equipment is $465.26 per month.
Upon review of Mr. [redacted]’s billing, our records confirm that Mr. [redacted]’s billing has remained consistent and as expected, aside from the billing statements dated September 2017, October 2017, and November 2017. Please note that Mr. [redacted]’s September 2017 billing statement totaled $485.24, due to third-party download charges totaling $19.98 for the mobile number ending in [redacted]. Mr. [redacted]’s November 2017 billing statement reflected charges totaling $679.00, due to a Payment Support Fee of $8.00, as well as nine restore-from-suspend fees of $20.00 per line plus taxes, due to the non-payment suspension occurring on October 4, 2017. Mr. [redacted]’s billing statement dated November 2017 was in the amount of $671.00 due to the addition of nine restore-from-suspend fees of $20.00 per line plus taxes, due to the non-payment suspension occurring on October 23, 2017.
Please be advised that an account is eligible for suspension any time the account balance remains outstanding past the due date. However, customers who are unable to remit payment by their due date are able to request a payment arrangement online or over the phone in an effort to avoid suspension. T-Mobile records confirm that on November 8, 2017, T-Mobile provided an account credit in the amount of $205.74 for one set of restore-from-suspend fees. Mr. [redacted]’s current account balance is in the amount of $1,144.26, and a thorough review of the account confirms that the balance is valid and owed. As a courtesy to Mr. [redacted], T-Mobile has placed a collections hold on the account through January 1, 2018, allowing Mr. [redacted] additional time to remit payment. T-Mobile regrets any inconvenience to Mr. [redacted], and we look forward to hearing back from Mr. [redacted] to discuss this matter further.
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.
Kayla J[redacted]
Executive Response

July 27, 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 July 22, 2016, 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 any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on November 13, 2015, with two lines of voice service ending in [redacted] and [redacted]. A deposit of $80.00 was remitted at that time. On January 30, 2016, Mr. [redacted] activated a mobile internet line of service, ending in [redacted]. A deposit of $20.00 was remitted at that time. Mr. [redacted]’s mobile internet line of service was subscribed to our Simple Choice Mobile Internet 2GB rate plan at $20.00 monthly. However, as the mobile internet line of service was activated on the same account as Mr. [redacted]’s voice lines, he received a $10.00 monthly discount on his mobile internet line of service. It is important to note that this discount requires both the voice lines and mobile internet lines to be active to be received. On February 16, 2016, T-Mobile records confirm that Mr. [redacted] contacted Customer Care regarding his mobile internet line of service. At that time, Mr. [redacted] agreed to change the rate plan to our Mobile Internet On Demand rate plan at $10.00 monthly. Mr. [redacted]’s monthly discount of $10.00 reduced the monthly charges for the mobile internet line to zero. However, our records confirm that Mr. [redacted] cancelled his voice lines of service ending in [redacted] and [redacted] on March 29, 2016, when he ported them to another provider. As the mobile internet line was not ported out, it remained active. Additionally, as the voice lines were no longer active, Mr. [redacted] no longer received the $10.00 monthly discount on the mobile internet line of service. Mr. [redacted]’s May 15, 2016 billing statement reflected a balance owed in the amount of $123.63. When his voice lines were cancelled, his deposit of $80.00 that was remitted at the time of activation was released to the account, reducing the balance owed to $43.63. Mr. [redacted]’s April 15, 2016 billing statement reflected a credit balance of $23.96, which reduced the balance owed to $19.67. As the mobile internet line remained active, Mr. [redacted] continued to be billed for monthly access fees and applicable taxes. The May 15, 2016 statement was in the amount of $41.33 for monthly access fees, a $20.00 restore from suspension fee, and applicable taxes, bringing the balance owed to $79.84. Mr. [redacted]’s June 15, 2016 statement was in the amount of $19.27, which brought the balance owed to $99.11. As the account continued to reflect a past due balance, on July 15, 2016, T-Mobile suspended the account. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offers to cancel the mobile internet line of service ending in [redacted]. Upon completion of the cancellation, a credit will be issued to the account for the current balance, closing the account with a zero balance. Additionally, T-Mobile will issue a refund to Mr. [redacted] in the amount of $20.00, for the deposit remitted at the time of the activation of the mobile internet line of service. T-Mobile requests that Mr. [redacted] contact me directly at the number below to complete the cancellation of the service and to confirm his mailing address to receive the refund. T-Mobile requests that Mr. [redacted] contact me no later than August 14, 2016, to accept this offer as resolution to his concerns. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
T-Mobile has worked with me very hard to resolve this issue after my Revdex.com complaint. thanks for both of you. please close this case.
Sincerely,
[redacted]

Tell us why here...
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 October 1, 2017, regarding the above-referenced account.
T-Mobile regrets any handset concerns Ms. [redacted] has experienced with her Samsung Galaxy Note 4. T-Mobile records indicate Ms. [redacted] purchased a Samsung Galaxy Note 4 handset on November 14, 2014, and subscribed to our JUMP! 2 feature for $12.00 per month. 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. The JUMP! 2 features provide customers all the coverage offered by our Premium Handset Protection bundle which included handset insurance and extended warranty. 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process most recently on September 30, 2017. Please note that the replacement handset has been delivered to a T-Mobile retail location and is available for Ms. [redacted] to complete within seven days of the original order.
After speaking with Ms. [redacted] on October 5, 2017, in an effort to amicably resolve her concerns, T-Mobile offered a discount of $200.00 towards the purchase of a new handset of her choosing. We ask that Ms. [redacted] contact me directly at the number below before November 5, 2017, to accept this offer. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate the opportunity to address 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.
Ronnie A[redacted] Executive Response

September 28, 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 September 15, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her coverage experience. We appreciate the opportunity to respond to this matter. In Ms. [redacted]’s letter to your office, she indicates that she was not able to use service with her handset after recent network changes. We regret any coverage issues Ms. [redacted] has experienced. As many may imagine, 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.
Our records indicate that the account was on the T-Mobile ONE rate plan, which includes unlimited nights, weekends and T-Mobile-to-T-Mobile calling as well as unlimited data at up to 4G LTE speeds depending on device capability. T-Mobile reviewed the billing statements from August 17, 2017, through September 16, 2017, and over the course of this billing period, Ms. [redacted] used an average of 4,304 minutes with calls, sent and received multiple text messages and used an average of 21.37 gigabytes of data. 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.

Upon further review of Ms. [redacted]’s coverage area on September 10, 2017, T-Mobile has confirmed that the area is going through network updates and for that reason T-Mobile has offered her a T-Mobile coverage device called a Signal Booster as well as a $10.00 courtesy credit. It is important to note that this credit lowered the past due account balance to $111.85.
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. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Please be advised, in order to qualify for use of the Signal Booster, the customer must meet the following eligibility requirements:
• The customer has a postpaid or Simple Choice no credit check account in good standing;
• The customer has at least one bar of 3G/4G signal inside their home; and
• The customer has a 3G/4G capable device (Note: there is a 4G LTE Signal Booster which requires an LTE capable device).
Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.
In order to amicably resolve Ms. [redacted]’s concerns T-Mobile offers to waive the $25.00 deposit required for the Signal Booster. Ms. [redacted] may email me directly should she wish to accept this offer within the next 30 days at the email address [email protected].
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Thania R[redacted] Executive Response