T-Mobile Usa Inc

June 3, 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 29, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets Ms. [redacted]’s concerns regarding the final balance due for the above referenced account. Ms. [redacted] confirms that she removed an authorized user and canceled the account on April 5, 2016. Ms. [redacted] requested an estimated final account balance and Equipment Installment Plan (“EIP”) balances. Ms. [redacted] made a payment of $605.43, to settle the canceled account. In an effort to resolve this matter amicably, on June 1, 2016, T-Mobile applied an account credit of $166.26, for the remaining monthly recurring charges, EIP installment charges and applicable taxes from the final May 2, 2016, billing statement. The canceled account reflects a zero balance. 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. Pancho Q[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Based on my conversation with TMobile representative and the email from Kayla Jacoby on Feb 15th ,we upgraded to the TMobile 1 due to the following benefits:   1- My total monthly bill be about $15 less than what it was at that time. However, there is a significant increase   2- The hotspot speed over 10 GB would be in 3G speed. However, the data speed we experience after 10GB high speed is limited to 512Kbps, although in reality TMobile 3G speed is much faster.
Sincerely,
[redacted]

September 26, 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 a letter dated September 20, 2016, from Mr. [redacted], regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] has been designated as an authorized user of the account. Please be advised, T-Mobile has had the opportunity to speak with Mr. [redacted] regarding all of his concerns and is pleased to confirm that all of his concerns have been resolved to his satisfaction. Mr. [redacted] has requested that we close the investigation on his behalf and respond to your office to advise that he is pleased with his resolution. 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. Lupe C[redacted] Executive Response

June 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 June 8, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concerns Mr. [redacted] may be experiencing regarding his billing and we appreciate the opportunity to review and address his concerns. T-Mobile records indicate that Mr. [redacted]’s account has three voice lines of service and two Mobile Internet (“MI”) lines of service. Mr. [redacted] subscribes to our Simple Choice North American Unlimited Talk, Text, and Data (with up to 10 GB of high speed data per line of service) rate plan for $100.00 for two lines of service, and $20.00 per month each additional line. The mobile umbers ending in [redacted] and [redacted] each subscribe to JUMP 1.0 with Premium Handset Protection (“PHP”) for $9.00 per mobile number per month. In addition, the mobile number ending in [redacted] subscribes to PHP with Mobile Security for $12.00 per month and Name ID for $4.00 per month. Mr. [redacted]’s MI line of service ending in [redacted] is $15.00 per month and it receives a $10.00 MI monthly discount and the MI line of service ending in [redacted] is $10.00 per month after the $10.00 MI monthly discount.
Mr. [redacted] has seven Equipment Installment Plans (“EIP”) open for accessories, a Samsung J7 handset, a Samsung Gear, an LG V20 handset, a Samsung Tab A, a Samsung Gear S, and a BEATS Wireless Studio 2 headphones. Mr. [redacted]’s monthly equipment installments total $95.66 per month.
T-Mobile records indicate that Mr. [redacted] agreed a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy Note 5 handset and a Samsung Galaxy Note 7 handset for his mobile number ending in [redacted]. At the time of signing, Mr. [redacted] to 18 monthly lease payments in the amount of $29.00 with the option to purchase the Note 5 after 18 months for one payment of $177.99 and agreed to 18 monthly lease payments in the amount of $32.50 with the option to purchase the Note 7 handset after 18 months for one payment of $174.99. Mr. [redacted]’s monthly JOD payments totaled $61.50 plus tax per month.
With the monthly access charges, optional feature charges, and monthly equipment charges, Mr. [redacted]’s monthly billing statement totaled $326.16 prior to additional usage charges, fees, and taxes. Mr. [redacted]’s account is billed in arrears, which means he is billed after services are rendered. Mr. [redacted]’s billing period runs from the 15th of the month through the 14th of the following month with a payment was due on the 7th of each month.
On November 14, 2016, Mr. [redacted] contacted T-Mobile to inquire about his current balance and he was advised that no payment had been remitted to the account since August 17, 2016. Thereafter, on November 15, 2016, Mr. [redacted] was sent a billing statement in the amount $1,417.70 which consisted of a past due balance of $1,089.42, new charges of $328.28 for services rendered and used from October 15, 2016, through November 14, 2016, monthly EIP charges, JOD payments, along with taxes and fees which was due on December 7, 2016.
Then, on November 19, 2016, Mr. [redacted] account was suspended for nonpayment. Soon after, Mr. [redacted] contacted T-Mobile and agreed to make a payment in the amount of $200.00 immediately leaving a remaining total balance due of $1,217.70, and accepted an Extended Payment Schedule (“EPS”) for the amount $600.00, of the remaining total balance, to would be billed in three monthly installments in the amount of $200.00. The EPS is a payment arrangement that allows a customer to pay their past due balance or a portion thereof in monthly installments. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Please be advised that on November 27, 2016, Mr. [redacted]’s original EPS was modified so he could pay the total balance of $1,217.70 over nine installments of $135.30 and bring the current account balance down to zero as it would be billed out monthly.
T-Mobile records indicate that on November 28, 2016, Mr. [redacted]’s qualified for and took advantage of our EIP offering with the purchase of a LG V20 handset. At the time of Mr. [redacted]’s purchase, he was required to make a down payment in the amount of $49.99 along with the taxes in the amount of $61.25 for the full retail price and hen agreed to a series of 24 monthly installments in the amount of $30.00. Please be advised that an exception was made so Mr. [redacted] would not have to pay the require down payment and taxes up front and the charges would be billed on his following billing statement.
On December 15, 2016, Mr. [redacted] was sent a billing statement in the amount $776.49 which for services rendered and used from November 15, 2016, through December 14, 2016, restore fees, a late fee, a payment fee, monthly EIP charges, JOD payments, an upgrade support charge, the above mentioned down payment along with a shipping charge, the first EPS installment and taxes. This payment was due on January 7, 2017.
As payment was not remitted to the account, on January 15, 2017, Mr. [redacted] was sent a billing statement in the amount $1,269.11 which consisted of a past due balance of $776.49, new charges of $492.62 for services rendered and used from December 15, 2016, through January 14, 2017, monthly EIP charges, JOD payments, the second EPS installment, along with taxes and fees. The past due balance was due immediately and the new charges were due on February 7, 2017.
Then, on February 7, 2017, Mr. [redacted] on account was suspended for nonpayment. Thereafter, Mr. Jonson contacted T-Mobile and advised that he did not have the Note 7 to return for a refund as part of the recall process. T-Mobile then closed the JOD lease for the Note 7 and advised Mr. [redacted] that he would be credited for the JOD charges and taxes totaling $748.11. Additionally Mr. [redacted]’s service was restored and a collection hold was placed on his account until February 21, 2017.
Following the above, on February 15, 2017, Mr. [redacted] was sent a billing statement in the amount $2,475.15 which consisted of a past due balance of $1,269.11, new charges totaling $1,206.04 for services rendered and used from January 15, 2017, through February 14, 2017, monthly EIP charges, JOD payments, the third EPS installment, the full JOD balance for the Note 7, and taxes and fees. The past due balance was due immediately and the new charges were due on March 7, 2017.
Thereafter, goodwill credits totaling $1,311.17 were applied to Mr. [redacted]’s account for the Note 7 handset as mentioned above, previously assessed restore fees, and courtesy credits. Please note that the total charges for the Note 7 were $748.11; however, T-Mobile issued additional credits totaling $563.06. After the credits Mr. [redacted]’s account balance was updated to $1,163.98
Mr. [redacted] billing statement dated March 15, 2017, in the amount $1,616.54 consisted of a past due balance of $1,163.98, new charges of $452.56 for services rendered and used from February 15, 2017, through March 14, 2017, monthly EIP charges, JOD payments, the fourth EPS installment, and applicable taxes and fees. The past due balance was due immediately and the new charges were due on April 7, 2017.
Please note that on March 19, 2017, Mr. [redacted] contacted T-Mobile to make a payment arrangement for the past due balance of $1,163.98 in which he would make a payment of $235.00 on March 26, 2017, and a payment of $928.98 on April 7, 2017.
Mr. [redacted]’s service was later suspended as a result of non-payment on March 28, 2017.
The following day, Mr. [redacted]’s service was restored as he agreed to make a payment in the amount of $463.98 at T-Mobile retail location. When the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
On April 3, 2017, a payment arrangement was scheduled for the full balance in amount of $1,616.54 no later than April 13, 2017.
Please be advised that a the end of the 18 month lease term had been reached, the purchase option price for the Samsung Galaxy Note 5 handset in the amount of $177.99 plus taxes was assessed to Mr. [redacted]’s account on April 14.2017. The following day, Mr. [redacted] service was suspended due to non- payment.
Mr. [redacted] billing statement dated April 15, 2017, in the amount $2,458.31 consisted of a past due balance of $1,616.54, new charges of $841.77 for services rendered and used from March 15, 2017, through April 14, 2017, restore fees, monthly EIP charges, the purchase option price for the Note 5 handset, the fifth EPS installment, along with applicable taxes and fees. The past due balance was due immediately and the new charges were due on May 7, 2017.
On April 17, 2017, payments totaling $310.00 were remitted to Mr. [redacted]’s account updating the balance to $2,148.31. However, Mr. [redacted] disputed that he did not receive the appropriate credits for the Note 7. As a courtesy, Mr. [redacted]’s services were restored and a collection hold was placed on his account until May 17, 2017, while his concerned was further researched.
Review of the account confirms that on May 5, 2017, an email notification was sent to Mr. [redacted] advising him that the disputed charges for the Note 7 were previously credited to his account on February 15, 2017. As such, no further credits would be applied to his account.
Then, on May 15, 2017, Mr. [redacted] was sent a billing statement in the amount $2,572.97 which consisted of a past due balance of $2,148.31, new charges of $424.66 for services rendered and used from April 15, 2017, through May 14, 2017, a late fee, monthly EIP charges, the sixth EPS installment, along with applicable taxes and fees. The past due balance was due immediately and the new charges were due on June 7, 2017.
On May 23, 2017, Mr. [redacted] contacted T-Mobile to go over the account charges and he was advised that his account was adjusted accordingly. Mr. [redacted] requested to make a partial payment in them amount of $300.00 to maintain active service and was advised that at that time, a minimum payment in the amount $1,306.54 would have to be made to avoid service interruption
On June 11, 2017, Mr. [redacted] services were again suspended as a result of non-payment. It is T-Mobile position that the current balance is valid and owed and no further credits are warranted to Mr. [redacted]’s account. Please be advised that should Mr. [redacted] wish to resume his service, he may contact T-Mobile Customer Care at 1-800-937-8997 for payment options. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Robert R[redacted] Executive Response

August 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced regarding his equipment. Please note records indicate that on July 6, 2017, Mr. [redacted] ordered a LG K20 device and remitted a payment of $175.00 for the equipment. Regretfully, the LG K20 does not support the NFC feature and upon review of the product page on www.tmobile.com T-mobile was unable to verify any information that states it does.
As of the time of Mr. [redacted]’‘s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a 14 day return period which allowed Mr. [redacted] 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 Equipment Installment Plan (“EIP”) entered into at the time of the original purchase.
In an effort to amicably resolve this matter, on July 28, 2017, T-Mobile agreed to exchange Mr. [redacted]’s LG K20 for an LG G6 at no additional cost. T-Mobile requests that Mr. [redacted] return his LG K20 in acceptable non-damaged condition to the following address:
T-Mobile USA, Inc.
Attn: Zachary S[redacted]
c/o Executive Response
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger, and his account information within the box to einsure proper credit is applied. If the handset has sustained either physical or liquid damage that would void the Limited Warranty the handset will be returned to Mr. [redacted] and he will be charged full retail price of $500.00 for the LG G6. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than August 28, 2017, in order to take advantage of this offer. Upon speaking with Mr. [redacted] he accepted this as full resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

December 16, 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 December 8, 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 his concerns within this letter. T-Mobile regrets Mr. [redacted]’s concerns regarding the iPhone 7 Trade Up Promotion. On September 9, 2016, T-Mobile began offering a phenomenal iPhone 7 Trade-Up Promotion for new and existing postpaid customers who trade-in their fully paid off iPhone 5 or above. Customers that purchase a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Please be advised that those that trade-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $250.00. Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement. It is important to note that T-Mobile records do not indicate that Mr. [redacted] was advised the charge of $299.00 would be billed to his account, but was advised that he would receive the trade-in credit for the Apple iPhone 5 and then monthly bill credits to reduce the overall cost of the device. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile on September 19, 2016, requesting that we send him a return mailing label for the return of the Apple iPhone 5 as he did not receive a return label when he received the new Apple iPhone 7 device. T-Mobile generated an equipment return label; however, the address on the return label was to T-Mobile’s handset warehouse rather than the proper return address. 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 contact with our Customer Care. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to adjust a total of $350.99 from the open EIP associated with the purchase of the Apple iPhone 7, leaving an EIP balance of $299.00 as requested. Mr. [redacted] may contact Customer Care, visit his account via T-Mobile.com or go to a retail store to pay the owing amount for the Apple iPhone 7 device. T-Mobile regrets any inconvenience caused to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Lupe C[redacted] Executive Response

September 5, 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 August 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his services. We appreciate the opportunity to respond to this matter.  In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset after recent network changes.  As Mr. [redacted] can 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.    Upon further review of Mr. [redacted]’s coverage area, on August 15, 2017 T-Mobile upgraded the service in his area from UTMS 1900MHz to LTE 1900MHz.  This change was in an effort to enhance the overall functionality of our network and was geared to provide customers with a superior network experience.  As noted above, there are several factors that can affect coverage and T-Mobile has determined that the handset that Mr. [redacted] was using prior to our network modernization is not compatible with 1900MHz LTE service.    T-Mobile records show that on August 24, 2017, T-Mobile sent Mr. [redacted] two iPhone 7’s as replacements for his prior model iPhones.  On August 31, 2017, Mr. [redacted] confirmed that his handset issue was resolved. However, as an additional courtesy, on August 31, 2017, T-Mobile offered one month of service free which Mr. [redacted] accepted. This credit will be applied once his September 2017 bill is produced and can be adjusted in full.    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 L[redacted] Executive Response

]
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 11, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’ concerns within this response.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding the cancellation of the above-referenced account. Please note that T-Mobile previously addressed Mr. [redacted]’ concerns in our response to the above-referenced file number on May 8, 2017. We have confirmed that Mr. [redacted]’ account currently reflects a zero balance and will remain that way. We contacted Mr. [redacted] on May 4, 2017, and confirmed he has a zero balance.
In Mr. [redacted] letter to your office, he states he has not received confirmation that his account reflects a zero balance; however, we confirmed that the account reflects a zero balance in our response to your office, upon speaking with Mr. [redacted], and also by sending him an email confirming his account has a zero balance. Furthermore, on May 19, 2017, Mr. [redacted]’ will be sent a statement when his account cycles, indicating a zero balance.
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 Mr. [redacted]’ recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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.
Carlos T[redacted] Executive Response

November 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 24, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction. T-Mobile regrets any concern Ms. [redacted] experienced in regards to the return of her Samsung Gear S2. Our records confirm that on September 25, 2016, Ms. [redacted] purchased a Samsung Gear S2 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets or accessories by paying a down payment at the time of purchase and agreeing to 24 monthly equal installments for the difference. Records confirm that at the time of purchase Ms. [redacted] paid a down payment of $246.60 including sales tax and agreed to 24 monthly installments of $6.67. On October 14, 2016, Ms. [redacted] contacted Customer Care to report she was unsatisfied with the accessory and was going to be returning it. Ms. [redacted] was provided with our return address to mail the Samsung Gear S2 back to for a refund of her down payment and sales tax. Regrettably, T-Mobile was not able to confirm the return of the Samsung Gear S2 until November 23, 2016, at which time the refund for Ms. [redacted]’s down payment was processed. Upon our conversation with Ms. [redacted] on November 28, 2016 T-Mobile was able to confirm that she has received a refund of $246.60 as of November 27, 2016. T-Mobile has closed the remaining EIP balance of the Samsung Gear S2 and credited her account the billed installment of $6.67 on the October 25, 2016 bill date and applied an additional $50.00 credit for the inconvenience leaving her account reflecting a balance due of $282.99 by December 17, 2016. 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

July 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 3, 2017, regarding the above-referenced file number.
We regret to hear of Mr. [redacted]’s identity theft concerns and the allegations of fraud. It is important to note that T-Mobile was not provided with the T-Mobile account number or mobile phone number for the disputed account in Mr. [redacted]’s name, and as such, we were unable to complete our investigation.
T-Mobile would like the opportunity to resolve this matter amicably; therefore, Mr. [redacted] may contact me at the number below to provide the account number in question or his social security number as a means of locating his account. 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.
Alberto V[redacted]
Executive Response

August 12, 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 August 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with regards to his monthly billing statement. Additionally, we are sorry if when calling Customer Care Mr. [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers with each and every contact. Our records indicate that on June 24, 2016, Mr. [redacted] activated four phone lines of service and a Mobile Internet line for $150.00 per month plus taxes. Please note that at the time of activation, Mr. [redacted] also took advantage of our equipment installment plan (“EIP”) option for two Samsung S7 Edge handsets, a T-Mobile Obsidian, an LG G-Pad and accessories. As such, Mr. [redacted]’s estimated monthly EIP was $78.86, and his monthly recurring charges were estimated to be $228.86 plus taxes and applicable fees. On August 10, 2016, in order to amicably resolve this matter, T-Mobile agreed to do the following: • close out the remaining EIP amount of $690.00 for Mr. [redacted]’s Samsung Galaxy S7 EIP on the phone line ending in [redacted]; • cancel the phone line ending in [redacted] and close out the EIP in the amount of $219.99 for the LG G-Pad; • change the monthly rate plan to $100.00 per month; and • reduce the current bill with the due date of August 17, 2016, to $190.00 by applying a credit in the amount of $84.13. Mr. [redacted] was satisfied with the above offers as a resolution to his concerns. Please be advised that Mr. [redacted]’s newly revised monthly recurring charges are estimated to be $162.86 plus taxes and applicable fees and will start on August 25, 2016. 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. Cesar R[redacted] Executive Response

Date Sent: 10/14/2016 5:39:04 PMOctober 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced with respect to the outstanding T-Mobile balance on the above-referenced account. Please note that T-Mobile previously addressed Mr. [redacted] concerns in our response to file number [redacted]. As stated in our correspondence to your office under file number [redacted], on March 13, 2016, due to continued non-payment Mr. [redacted]’s account was transferred to AmSher, a third-party collection agency for collection of the outstanding balance. Pursuant to our Terms and Conditions, when an account is transferred to a third-party collection agency, a collection fee based on the outstanding balance transferred may be assessed. The fee on this account was $113.74. As such, Mr. [redacted]’s account remained closed with an outstanding balance of $1,766.07 which consisted of monthly access charges, Equipment Installment Plan ("EIP") charges, applicable taxes, and fees from the billing statements dated November 10, 2015, through February 10, 2016. In an effort to amicably resolve Mr. [redacted]’s concerns and upon speaking to Mr. [redacted] on June 24, 2016, T-Mobile agreed to allow Mr. [redacted] to pay $1,080.90 toward his account and in return, T-Mobile offered to credit the remaining account balance to zero. In addition, upon completion of our offer, T-Mobile would remove the account from third-party collections and instruct the collection agency to delete any negative information reported to the credit bureaus. Our records indicate that on June 28, 2016, the account was assigned to Enhanced Resource Centers, an additional third party collection agency, for the collection of the outstanding balance. Following, on September 6, 2016, Mr. [redacted] remitted payment of $1,080.90 directly with the third party collection agency, Enhanced Resource Centers and not with T-Mobile. As T-Mobile was not aware of the payment remitted the above mentioned offer was not completed. As of September 6, 2016, the account reflected a remaining balance of $685.17 which included the collection fee of $113.74. To resolve this matter, on October 3, 2016, T-Mobile brought the account to a zero balance and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to be updated. 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. 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.
Sincerely,
[redacted]

I accept the response offered by T-Mobile and thank them for their prompt attention to this matter.  
I have attempted to contact T-Mobile's representative during normal business hours but have been unable to make contact beyond voice mail.  
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:They have not made several attempts as Mr Juan C[redacted] has claimed. I only got the initial email correspondence from them this past Saturday.  I was able to call him yesterday.  I left a voice message and replied to his email with a contact number.  (see attachment) If I am a T-Mobile customer, then they should have a number to reach me at.I would like to speak to T-Mobile preferrably a different representative who is honest and doesn't close it without opportunity to discuss.  T-Mobile have had lawsuits against false charges and has lost them.  I had charges reversed.  Their statements are hard to read or not all charges are clearly displayed or itemized so the customer can understand.
Sincerely,
[redacted]

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

receipt of your correspondence dated October 28, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account and coverage while she is a customer of T-Mobile. Our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. Our records indicate that Ms. [redacted] lives in a 4G coverage area with no known issues or reported network issues in Ms. [redacted]’s home area. While we do regret any issues, we have carefully reviewed Ms. [redacted]’s usage and found that during her billing cycles running from July 29, 2016 through October 28, 2016, Ms. [redacted]’s account used an average of 1,418 minutes, with calls as long as 36 minutes, she sent and received 1,882 messages, and used 20.55 gigabytes of data. Given this usage, it is T-Mobile’s position that Ms. [redacted]’s account was able to utilize her service. In an effort to resolve the concerns that Ms. [redacted] had with her service, on August 26, 2016, T-Mobile filed a trouble ticket for uncompleted calls to non-T-Mobile numbers. After our engineers completed their investigation, on August 27, 2016, T-Mobile made routing changes and resolved the issue. On October 26, 2016, Ms. [redacted] contacted T-Mobile regarding coverage and data speed issues in her area, therefore; T-Mobile submitted a trouble ticket for coverage. On October 27, 2016, T-Mobile engineering advised us that they were undergoing maintenance in the area. We regret any coverage issues Ms. [redacted] experienced during the times of undergoing maintenance in her area. Also, T-Mobile regrets to hear that Ms. [redacted] has concerns with the $0.01 per minute charge for making calls to an out-of-plan number. The base rates charged for T-Mobile’s unlimited talk and text plans cover only direct communications between two people. Calls placed to services such as chat lines, conference calls, and radio broadcast lines have always been considered out-of-plan (i.e., not covered by the base monthly charge); however, T-Mobile has recently begun charging $0.01 per minute for these calls. Please note that customers who dial one of these out-of-plan numbers receive a warning, prior to being charged, that the number they have dialed is considered “out of plan” and that a charge of $0.01 per minute will be assessed if they choose to continue the call. If the customer stays on the line, the charges begin accruing. However, if the customer hangs up, no charges are incurred. T-Mobile does not, in either of these cases, block or otherwise impede the completion of the call to the dialed number. All customer account types are subject to this charge. Our records indicate that during her billing cycle dated October 29, 2016, Ms. [redacted] was charged $1.42 for dialing to out-of-plan numbers and she has unbilled charges of $1.70. Ms. [redacted] has the option to hang up her call when she is prompted that she may be charged $0.01 per minute to avoid these charges. It is T-Mobile’s position that the charges are valid. In an effort to amicably resolve this matter, on November 2, 2016, T-Mobile offered Ms. [redacted] the option to return her equipment to my attention in exchange for a credit of the remaining Equipment Installment Plan (“EIP”) balance of $450.72 for two Samsung Galaxy S7s. The handset(s) can be mailed to me at the following address: T-Mobile USA, Inc. Attn: [redacted] T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, battery, charger, and her account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than December 20, 2016 to take advantage of this offer. 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

April 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. T-Mobile records confirm that, on November 30, 2016, Mr. [redacted] activated his T-Mobile account at which time he purchased an HTC Desire handset, an LG Stylo 2 Plus handset, and an Apple iPhone 6S handset though our Equipment Installment Plan ("EIP") program. Since that time, T-Mobile has confirmed that we received Mr. [redacted]’s equipment return for the above-referenced devices.
Therefore, in an effort to amicably resolve the matter, T-Mobile has credited Mr. [redacted]’s outstanding account balance to zero. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]’s.
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

February 2, 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 25, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with our iPhone 7 Trade Up promotion. T-Mobile records indicate that on September 16, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus with 128GB of memory and a iPhone 7 with 32GB of memory. At the time of Ms. [redacted] purchases, she was not required to make a down a payment for her iPhone 7 with 32GB of memory and was required to pay a down payment of $149.99 for her iPhone 7 Plus with 128GB of memory. Ms. [redacted] then agreed to 24 monthly installment payments of $27.09 for her iPhone 7 with 32GB of memory and $30.00 for her iPhone 7 Plus 128GB. Regretfully, Ms. [redacted] received a non-working iPhone 7 Plus with 128GB of memory and had to reorder a new handset on November 18, 2016. Our records further indicate that Ms. [redacted] participated in our 2016 September iPhone 7 Trade Up promotion. From September 9, 2016, through September 15, 2016, customers who traded in their fully paid off iPhone could get a new iPhone 7 with 32GB of memory for free via bill credits when purchased on an EIP. For customers who wanted a larger memory size than the 32GB iPhone 7 or iPhone 7 Plus, the cost of the new iPhone would increase by an additional $100.00 for the 128GB and $200.00 for the 256GB. Customers received a trade in credit that was applied to their account balance and then and a credit for their monthly EIP bill over 24 months. T-Mobile records confirm that on November 27, 2016, T-Mobile offered Ms. [redacted] $145.00 trade-in credit for her [redacted] iPhone 6 with 16GB of memory. On October 18, 2016, T-Mobile applied a trade-in credit of $145.00 to Ms. [redacted] account. Regretfully, the trade-in was not recorded on the original order which prevented Mr. [redacted] from receiving the monthly promotional credits. Also, we were unable to locate Ms. [redacted] second iPhone 6 Plus trade-in but she has provided T-Mobile with a tracking number. In an effort to amicably resolve this matter, on January 24, 2017, T-Mobile applied a courtesy credit of $397.90 to Ms. [redacted] account for her iPhone 7 with 32GB trade-in promotion. On January 30, 2017, T-Mobile applied a courtesy credit of $649.99 to Ms. [redacted] iPhone 7 Plus 128GB trade-in promotion. As of January 25, 2017, Ms. [redacted] canceled her account and has a credit balance of $1,047.89, which will go towards her final account balance and remaining final EIP balances on her handsets. Ms. [redacted] billing statement will be viewable by February 7, 2017. 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

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 20, 2017, regarding the above-referenced account. Please be advised that upon speaking with Mr. [redacted] on April 24, 2017, T-Mobile confirmed that [redacted] and [redacted] is the person.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day.
T-Mobile also regrets any concerns Mr. [redacted] experienced with his iPhone 6 Plus handset. T-Mobile records reflect that Mr. [redacted] purchased an iPhone 6 Plus handset with our Equipment Installment Plan (“EIP”) on June 27, 2015. By purchasing 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] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
Our records indicate that Mr. [redacted] elected to add Premium Handset Protection (“PHP”) that extended warranty coverage to the device used on the mobile number ending in [redacted]. This feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied a one-time courtesy credit in the amount of $245.98 to Mr. [redacted]’s account, bringing his account to a zero balance. T-Mobile also agreed to waive the balance of $70.97 for Mr. [redacted]’s EIP for his iPhone 6 Plus handset and a Life proof accessory purchased for the handset. Please note that final balance for the iPhone 6 Plus and the life proof accessory is scheduled to appear on Mr. [redacted]’s next billing statement. However, Mr. [redacted]’s account currently reflects a credit balance of $70.97 to offset the pending charges. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
a
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.
Juan B[redacted]
Executive Response

July 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 1, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to our 2016 iPhone 7 Trade-Up promotion. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE rate plan to be eligible. With this offer, qualified customers who purchased a new iPhone 7 Plus 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 5, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is discounted to $370.00 after 24-months.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
T-Mobile records indicate that on September 16, 2016, Ms. [redacted] ordered two Apple iPhone 7 Plus 32GB handsets and initiated a trade-in of two Apple iPhone 5 handsets for participation in our 2016 iPhone 7 Trade-Up promotion. To process Ms. [redacted]’s trade-ins and complete her enrollment in the promotion, Ms. [redacted] was provided a prepaid return label to send her iPhone 5 handsets to T-Mobile upon the receipt of her iPhone 7 Plus 32GB handsets.
T-Mobile records indicate that on December 1, 2016, Ms. [redacted] contacted Customer Care and was advised of the trade-in process once again. On June 15, 2017, Ms. [redacted] contacted Customer Care and reported that she was never advised of the trade-in requirement for promotion eligibility. As T-Mobile never received Ms. [redacted]’s trade-in handsets, it is T-Mobile’s position that Ms. [redacted] did not meet the eligibility criteria for the promotion and that there are no credits for the iPhone 7 Plus 32GB handsets warranted.
Nevertheless, upon speaking with Ms. [redacted] on July 12, 2017, T-Mobile agreed to apply a credit to Ms. [redacted]’s EIP for the iPhone 7 Plus 32GB handsets in the amount of $770.27 in an effort to amicably resolve her concerns. Ms. [redacted]’s EIP balance has been updated to reflect a balance of $256.27 for one iPhone 7 Plus 32GB handset, and zero for the other iPhone 7 Plus 32GB handset.
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 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.
Anthony M[redacted]
Executive Response