T-Mobile Usa Inc

April 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]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Mr. [redacted]’s concerns to his satisfaction.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated with the Friends and Family 2 Lines On Us promotion. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] was required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.    Regrettably, Mr. [redacted] did not add any new lines of service to qualify for the promotion, however on November 22, 2017, he change his rate plan consisting of his four mobile numbers ending [redacted], [redacted], [redacted], and [redacted] to take advantage of our T-Mobile ONE rate plan. Although, he was not eligible for the Friends and Family 2 Lines On Us promotion, Mr. [redacted] did qualify for the T-Mobile ONE 4th Line Free promotion, receiving a promotional bill credit for the add a line charge for his number ending [redacted]. Please note that customers are still responsible for the taxes and surcharges on the free line of service.   Although, it is T-Mobile’s position that Mr. [redacted] was enrolled in the correct promotion receiving one line of service for free, as a courtesy, T-Mobile offered to issue a credit of $500.00 consisting of the monthly add a line fee for 25 months giving Mr. [redacted] a second line of service for free for 25 months in the form of a lump sum credit. Please note that on April 14, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter address to his satisfaction.   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

March 10, 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 February 11, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile is sorry to hear of Mr. [redacted]’s concerns with his recent equipment purchase and his monthly equipment charges. 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 Mr. [redacted] feels that this was not his experience when recently visiting his local T-Mobile retail store and contacting our Customer Care to discuss his concerns.
T-Mobile records confirm that on December 8, 2016, Mr. [redacted] purchased a Samsung J7 device under his mobile number ending in [redacted] and elected to finance it with our Equipment Installment Plan ("EIP") program. The device had a retail price in the amount of $249.99. Mr. [redacted] was required to pay a down payment in the amount of $7.73 plus $20.62 for the sales tax and agreed to 24 monthly installments in the amount of $10.10. Records further confirm that at that time, his mobile number ending in [redacted] was subscribed to the JUMP! 2 feature which includes all the benefits of the Premium Handset Protection ("PHP") feature for an additional $9.00 plus tax per month. As such, he should have expected his monthly bill to increase by roughly $20.00.
Records further confirm that on February 9, 2017, Mr. [redacted] paid his Samsung J7 device in full which at the time reflected a balance in the amount of $222.06. As such, going forward Mr. [redacted] will no longer be assessed the monthly installments in the amount of $10.10.
On March 8, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information motioned above. Mr. [redacted] let us know that he was not aware that the JUMP!2 feature had been added to his account and pursuant to his request, T-Mobile removed the JUMP!2 feature as of March 8, 2017. In an effort to amicably resolve this matter, T-Mobile issued a onetime bill credit in the amount of $23.41 for the JUMP!2 feature charges assessed to the account for the billing periods from December 8, 2016, through the end of Mr. [redacted]’s most recent billing cycle February 19, 2017. In addition, T-Mobile issued an additional bill credit in the amount of $25.00 which will cover any pending JUMP!2 monthly charges as well as an additional bill credit. Mr. [redacted]’s account remains active and it currently reflects a balance in the amount of $152.55 due by March 12, 2017. T-Mobile appreciates the opportunity to assist Mr. [redacted] with his concerns and we regret any inconvenience he 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.
Maggie R[redacted] Executive Response

May 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 19, 2017, 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 additional concerns that Ms. [redacted] experienced regarding her T-Mobile account. T-Mobile records confirm that on the billing statement dated May 19, 2017, Ms. [redacted]’s account reflects the two credits applied on page three of her billing statement. Ms. [redacted]’s statement reflects the bill credits in the amount of $175.00 dated May 1, 2017, as well as $100.00 credit on May 16, 2017. The credits resulted in a credit balance of $131.50, which will reduce her next bill that generates on or around June 19, 2017. Ms. [redacted] can review her bill online by logging into www.t-mobile.com, and selecting the detailed bill view so that she may review the detail of the credits. 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.
Adrianne F[redacted] Executive Response

Hello I would like to cancel this complaint, I was contacted by Alberto V[redacted] from T-Mobile executive offices he has resolved all of my issues, I have no further complaints and or concerns. [redacted]

February 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 February 5, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced with her account. T-Mobile strives to provide a knowledgeable, professional and courteous experience on every customer contact. We apologize if any of our representatives failed to do so while assisting Ms. [redacted].
Between November 11, 2016, and November 13, 2016, T-Mobile offered new and existing customers who add a new line of service to their account and purchase a Samsung Galaxy S7 for an existing line and the new line, the opportunity to receive the second Samsung Galaxy S7 free. In order to qualify for the promotion, customers were required to finance the two Samsung Galaxy S7 devices through the Equipment Installment Program (“EIP”) after which they would receive a monthly credit for the second Samsung Galaxy S7, making it free.
T-Mobile records confirm that on November 11, 2016, Ms. [redacted] visited a T-Mobile retail store and during this visit she activated mobile number ending in [redacted] on her above account. During this visit Ms. [redacted] purchased a new Samsung Galaxy S7 for her number ending in [redacted] and for the new number ending in [redacted]. Ms. [redacted] elected to finance the two Samsung Galaxy S7 devices through EIP wherein she agreed to pay for the cost of each device totaling $689.99 in 23 monthly installments of $28.75 and one final installment of $28.74. Unfortunately, Ms. [redacted] has not received the promotional monthly credits to make one of the Samsung Galaxy S7 devices free.
Furthermore, T-Mobile records confirm that Ms. [redacted] changed her plan to the $130.00 T-Mobile One plan effective November 10, 2016. Ms. [redacted]’s monthly costs total $231.00 before tax for her four voice lines and mobile internet line. Ms. [redacted] also participated in the 4th line free promotion. As such, Ms. [redacted] receives a monthly credit of $25.00 plus tax to make mobile number ending in [redacted] free. Ms. [redacted] is also receiving a monthly discount of $10.00 for her mobile internet number ending in 6365. These credits reduce Ms. [redacted]’s monthly cost to $196.00 before taxes and equipment charges. Ms. [redacted] has several devices financed through EIP with monthly EIP loan payments totaling $127.42. As such, Ms. [redacted]’s monthly cost before taxes totals $323.42.
In an effort to amicably resolve this issue, T-Mobile ended the EIP loan for the Samsung Galaxy S7 which was financed for mobile number ending in [redacted] and waived the remaining balance. Furthermore, T-Mobile applied an $86.25 credit to Ms. [redacted]’s account for the three monthly installments which were billed to her account for the Samsung Galaxy S7. This credit reduced Ms. [redacted]’s balance to a credit balance of $86.25. This also reduced Ms. [redacted]’s monthly cost to $294.67 before tax.
T-Mobile is pleased to announce as of January 22, 2017, the T-Mobile One All In rate plan which includes taxes and fees billed into the cost of the rate plan. Since Ms. [redacted] is receiving a credit to make her 4th line free, she qualifies for special pricing on the new T-Mobile One All In plan. Pursuant to Ms. [redacted]’s request, we changed her rate plan to the new T-Mobile One All In rate plan effective February 10, 2017. When Ms. [redacted] signs up for automatic payment, her new monthly access charges will total $201.00 and will include tax. Therefore, Ms. [redacted]’s monthly charges will total $299.67 and will include tax. Ms. [redacted] currently pays an estimated $17.00 in taxes. As such, the new rate plan should reduce Ms. [redacted]’s monthly cost by an estimated $12.00 per month. Ms. [redacted] may review the changes made to her account, sign up for automatic payment and review her account balance by visiting www.T-Mobile.com. 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.
Brian W[redacted] Executive Response

October 24, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        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 da[redacted] October 19, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets to hear that Mr. [redacted] has concerns regarding his recent handset exchange.  T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 on July 28, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
 
On September 5, 2016, Mr. [redacted] completed a handset exchange on the above-referenced Samsung Galaxy S7 at which time he was charged a Service Warranty Processing Fee of $20.00 plus applicable tax as described above.  However, in an effort to amicably resolve the matter, on October 24, 2016, T- Mobile issued a credit to Mr. [redacted] account totaling $21.60 which represents the cost of the Service Warranty Processing Fee plus applicable tax.  The account remains open with a balance of $74.08.  We regret any inconvenience Mr. [redacted] may have experienced as a result of 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.
 
David T[redacted]
Executive Response

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 19, 2017, regarding the above-referenced account.
T-Mobile is sorry to hear of Mr. [redacted]’s concerns with his recent experience when visiting his local T-Mobile retail store and his expected monthly charges. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologized if Mr. [redacted] feels that this was not his experience.
A review of Mr. [redacted]’s concerns and account confirms that on November 12, 2016, Mr. [redacted] visited his local T-Mobile retail store and changed his rate plan to our T-Mobile ONE plan effective November 21, 2016. Please be advised that during this time, from September 8, 2016, through December 6, 2016, the 4th line is free on T-Mobile ONE taxes excluded. As such; instead of paying $180.00 per month without AutoPay or $160.00 per month when enrolled on AutoPay, customer would pay $140.00 plus with AutoPay or $155.00 without AutoPay. Customers with four or more T-Mobile ONE lines will receive either a $20 or $25 bill credit to get their 4th line free based on their enrollment on AutoPay.
In reviewing Mr. [redacted]’s account, our records confirm that his account is not enrolled on AutoPay.
It is important to note that T-Mobile did not have and currently does not have an all unlimited rate plan for $120.00 per month for four lines of service. T-Mobile regrets any confusion regarding our available offerings.
Based on the information mentioned above, Mr. [redacted] should have expected his monthly bill to be roughly $210.00- $215.00 per month including his monthly insurance under mobile number ending in [redacted], applicable taxes and fees.
Further review confirms that on February 6, 2017, Mr. [redacted] contacted Customer Care and was offered to change his rate plan to T-Mobile’s Grandfathered Simple Choice, Unlimited Talk, Text and data for 4 lines for $150.00 rate plan effective January 21, 2017. It is important to note that this rate plan is compatible with Mr. [redacted]’s corporate discount and will provide him with a monthly discount of 8% from his based rate plan totaling $12.00 per month. As the corporate discount brings Mr. [redacted]’s based rate plan to $138.00 plus applicable taxes and fees, this is the best cost effective rate plan for Mr. [redacted] if he wishes to keep unlimited services.
Based on the new selected rate plan, Mr. [redacted] should expect his monthly bill to be roughly $168.00 per month including taxes and fees.
T-Mobile has reviewed Mr. [redacted]’s billing statement following the account changes to confirm that if the 4th line bill credits were properly issued. Unfortunately, due to an inadvertent system error, some accounts enrolled in the T-Mobile ONE 4th line free promotion were experiencing a delay in the posting of their promotional bill credits and we can confirm that during the time Mr. [redacted]’s account was subscribed to our T-Mobile ONE rate plan, for the periods from November 21, 2016, through January 20, 2017, no promotional bill credits were issued. As such, Mr. [redacted]’s account is missing a total of $50.00 in bill promotional credits.
In an effort to amicably resolve this matter, on March 31, 2017, T-Mobile issued a onetime bill credit in the amount of $50.00 for the missing promotional bill credits. Mr. [redacted]’s account now reflects a balance in the amount of $112.57. In addition, T-Mobile offers to issue a onetime bill credit to the account in the amount of $216.00 which is the equivalent to 12 months’ worth of the difference between the $138.00 actual rate plan cost and the $120.00 Mr. [redacted] stated he was quoted. If Mr. [redacted] would like to accept T-Mobile’s offer, we request that he contacts me directly at the number listed below within 30 days from the date of this letter. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns and we regret any inconvenience this situation may have caused him.
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.
Maggie 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]

January 4, 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 20, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Ms. [redacted] encountered with her T-Mobile account. T-Mobile records confirm that Ms. [redacted] canceled her account on October 15, 2015 when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 8th of one month to the 7th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through November 7, 2015. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $58.52 to bring her outstanding balance to zero. As such, Ms. [redacted]’s account remains closed with a zero balance. As Ms. [redacted] has already heard, Experian, a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly 15 million T-Mobile customers. This breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, 2013 and September 16, 2015. Please know that T-Mobile is fully cooperating with Experian in this investigation and will continue to do so as long as necessary. The records that were compromised include information such as names, addresses and birthdates. There were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromised. T-Mobile takes customer privacy and security very seriously. If Ms. [redacted] is concerned that her information may have been compromised as a part of this breach, she is entitled to register for two years of free credit monitoring. To enroll, Ms. [redacted] will need to visit the following website: [redacted] Experian has posted additional information at www.Experian.com/T-MobileFacts and Ms. [redacted] can also refer to our own website, www.t-mobile.com. It is important to note that based on Ms. [redacted]’s activation date of November 8, 2008, she was not impacted by Experian’s data breach. However, Ms. [redacted] may still take advantage of the free credit monitoring service if she feels necessary. 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

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

of your correspondence dated May 15, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. ***’ concerns to his satisfaction. T-Mobile makes every effort to ensure our customers are provided with fully accurate information on each customer contact and we regret if this was not the case when Mr. *** completed a handset exchange. T-Mobile wishes to thank Mr. *** for taking the time to bring his concerns to our attention as such feedback allows us the opportunity to prevent similar experiences going forward. T-Mobile records confirm that, on April 15, 2016, Mr. *** visited a T-Mobile retail location for assistance with his Samsung Galaxy S6 device which was not working properly. As a resolution for Mr. ***, it was recommended that he perform a handset exchange, Mr. *** accepted this offer and an order was placed that same day. 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 or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Upon receipt, T-Mobile examined Mr. ***’ non-working device and it was found to have sustained a crack to the back side of the device, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee is provided in the users’ manual and in the material that accompanies the replacement handset as well as on the T-Mobile support site at https://support.t-mobile.com/docs/DOC-1656. As Mr. ***’ device was determined to be out of warranty, the appropriate fee was applied to his T-Mobile account. In an attempt to provide Mr. *** with an Un-carrier experience, T-Mobile has made an exception to the normal handset exchange guidelines and applied credits totaling $425.00 to his T-Mobile account in order to offset the out of warranty fee and associated taxes. As this fee has not yet billed to Mr. ***’ account, on his next billing statement he will see the fee and associated taxes as well as the adjustments we have applied. 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. *** Very truly yours, T-MOBILE USA, INC. Liana GExecutive Response

Complaint: [redacted]
I am rejecting this response because:Date Sent: 7/6/2017 10:15:31 PMComplaint: [redacted]I am rejecting this response because: I have talked to T-mobile over twenty times on the telephone since January 1, 2017. T-Mobile has not paid me any money at all and that is the exact basis for my complaint against them with the Revdex.com. T-Mobile says I received a refund for $257 and T-MOBILE YOU ARE STILL A LIAR!!! Where's the money? This is the same run around I have experienced from T-Mobile and this is exactly why I cancelled their services after 15 years of patronage and will never do business with T-Mobile or AT& T ever again!!! Revdex.com I request that you keep this complaint active until T-Mobile reimburses [redacted], Inc. $382. Thank You Very Much and Have a GRRREAT DAY!!! [redacted]. [redacted] Sincerely,[redacted]

July 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2016, regarding the above-referenced account. It should be noted that [redacted] and [redacted] is the same person and the discrepancy is a typographical error. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret any inconvenience Ms. [redacted] may have experienced while upgrading her handsets. T-Mobile records indicate that on January 1, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 and a Samsung Note 5. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At that time, Ms. [redacted] leased a second Samsung Galaxy S6 handset utilizing our JUMP! On Demand offering. Jump! On Demand is a lease program that breaks a phone’s cost down into 18 equal monthly payments, upon approved credit. Customers may be required to pay a capital cost reduction at the time of lease signing based upon their credit and/or choice of device. Customers pay taxes on the capital cost reduction at the time they receive the device. On December 31, 2015, a handset replacement was ordered utilizing the available warranty, for Ms. [redacted]’s non-working handset, and it was shipped to her on January 1, 2016. Please be advised that in each replacement handset box, a set of instructions is provided on how to return non-working equipment to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records do not indicate that we received the non-working handset, as such; Ms. [redacted] was charged $429.69 for the non-return fee and applicable taxes. Although it is outside the allotted seven days provided to the customer to return their non-working handset, in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return her non-working handset directly to my attention within 30 days of the date of this letter at: Executive Customer Relations Attention: James H[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $429.69 for the handset non-return fee and applicable taxes. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. We also request that Ms. [redacted] disable the “find my iPhone” feature. Once the handset have been received and deemed to be in good working order, T-Mobile will remove the out of warranty fee plus associated taxes. It should be noted that Ms. [redacted]’s account has carried a past due balance dating back to her March 8, 2016, billing statement as the last payment was received on March 2, 2016. T-Mobile records reflect that on May 18, 2016, Ms. [redacted]’s account was canceled at her request thus accelerating the remaining EIP as outlined above. 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. At the time of cancelation Ms. [redacted]’s account reflected an outstanding balance of $629.54 and included the two months of past due monthly access charges. EIP installments, the above referenced out of warranty fee plus applicable taxes. Therefore, on June 8, 2016, T-Mobile sent Ms. [redacted] her final billing statement which reflected the final balance of $2,389.18 and included the past due balance of $629.54, tax credit of $2.07 and final charges of $1,761.70 for the accelerated EIP and device pay off for the handsets purchased in January 2016. It is T-Mobile determination that Ms. [redacted] was billed accurately for services utilized and handsets. Finally in regards to Ms. [redacted]’s concerns about a payment made, unfortunately Ms. [redacted] did not provide specifics for the disputed payment. As such, we are unable to investigate this allegation. We recommend that Ms. [redacted] contact me directly to provide us with the payment information including proof of payment and to discuss payment options in order to avoid any further collection activity. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

November 25, 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 19, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. ** concerns to his satisfaction.
We regret to hear that Mr. ** had any concerns regarding his Mobile Unlock request. Mobile Unlock codes are available to customers who meet our eligibility requirements.  A review of Mr. [redacted] account confirms that on November 12, 2016, we received a request for a Mobile Device Unlock code through our Retail location for the device used on Mr. [redacted] mobile number ending in 9051.  As Mr. [redacted] account was eligible to receive a Mobile Device Unlock code for his device, T-Mobile provided the associate with instructions needed to unlock Mr. [redacted] device. We apologize if Mr. ** was not provided the steps needed to complete his request accordingly.
As Mr. ** did not receive an email for the Mobile Unlock instructions, he contacted Customer Care on November 16, 2016, and submitted a second Mobile Unlock request. Our records reflect that his request was completed on November 18, 2016, and the instructions were sent via email to the email address on file. Please note that on November 22, 2016, T-Mobile contacted Mr. ** to ensure that he received the instructions which he acknowledged to receiving them and considers this matter resolved to his satisfaction.
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 30, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated June 29, 2015, regarding the above-referenced account.  T-Mobile is pleased to report Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile records indicate that on May 7, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a iPhone 6 handset.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments.  Based on Ms. [redacted]’s personal credit history at the time of her purchase, she was not required to make a down payment; however, she agreed to pay $53.19, which is for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.08, which will appear on the first bill following the purchase of the device.  All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase.  Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance.  Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments.In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home.  We regret any coverage issues Ms. [redacted] has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability.  As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in 6457 T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (EIP) entered into at the time of the original purchase.  T-Mobile records confirm that Ms. [redacted] canceled her account on May 23, 2015, when she ported her mobile numbers to another service provider.  Ms. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through June 10, 2015.If a customer has an open Equipment Installment Plan (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.  When the account was canceled on May 23, 2015, the remaining EIP balance of $649.92 was accelerated and posted to the final billing statement dated June 11, 2015.  It is T-Mobile's position that the remaining EIP balance is valid and owed.  Further records confirm that Ms. [redacted] returned the above mentioned handset; as such, on June 26, 2015, T-Mobile applied a credit in the amount of $649.92 to her T-Mobile account for the remaining EIP balance. Upon T-Mobile conversation with Ms. [redacted] on June 24, 2015, as a courtesy to her and in an effort to amicably resolve this matter, T-Mobile issued a $48.02 credit to the account for the pro-rated charges incurred from May 23, 2015 to June 10, 2015.  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 the address below or [redacted]Very truly yours,T-MOBILE USA, INC.Lizette C[redacted]Executive Response

June 3, 2016 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 May 23, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’ concerns to his satisfaction. T-Mobile understands our customers may, at times, need additional time to pay an account balance in full, and thus we provide our customers with various payment arrangement options. T-Mobile regrets to learn that Mr. [redacted] may have experienced an inconvenience in regards to payment arrangements on his T-Mobile account. T-Mobile records indicate that, on February 3, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab S and a Nokia Lumia 530. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Mr. [redacted]’ personal credit history at the time of his purchase, he was not required to make a down payment; however, he agreed to pay $49.93, which is for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.54. T-Mobile records confirm that, on December 14, 2015, Mr. [redacted] ported his mobile number to a new provider and consequently canceled his T-Mobile account. 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. When the account was canceled, the remaining EIP balance of $400.66 was accelerated and posted to the final billing statement dated January 8, 2016. The total balance owed on Mr. [redacted]’ final billing statement was $541.46 which included a previously unpaid balance of $78.56 and current charges totaling $462.90 which included the EIP balance, normal monthly recurring service charges, and applicable taxes, fees, and surcharges. Mr. [redacted] spoke with T-Mobile’s Financial Care team on February 17, 2016 and was offered a payment arrangement that consisted of the following installments: • $100.00 due on February 27, 2016 • $100.00 due on March 29, 2016 • $100.00 due on April 29, 2016 • $181.46 due on May 30, 2016 Mr. [redacted] was sent a letter in the mail that confirmed this agreement along with the amounts of the installments and the dates each were due. While T-Mobile records do confirm regular payments were made, regretfully these payments did not post to Mr. [redacted] account on the agreed upon dates. The first installment of $100.00 posted to Mr. [redacted]’ account on March 1, 2016; as this was beyond the agreed upon date of February 27, 2016, the payment arrangement was considered not met and normal collection activity resumed. Two additional $100.00 payments posted to Mr. [redacted]’ account on April 1, 2016 and May 9, 2016, bringing the account balance to $181.46. As normal collection activity had previously resumed, on May 13, 2016, Mr. [redacted]’ account was transferred to an outside collection agency. T-Mobile has confirmed that, on May 31, 2016, a payment of $181.46 was transferred to T-Mobile from the outside collection agency, and as of the date of this letter, Mr. [redacted]’ account reflects a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:My device has yet to be replaced with a working one. The credit did address the pending concern that I have been paying for a device that has not been working. However,  I still need a working phone... The link below is a video you may review so that you may see first hand what kind of defective phones T-Mobile as a company are offering as adequate replacement devices under warranty guidelines....https://drive.google.com/open?id=0B1DfCn_Yn8N2em9EbXY1YWp5Mmc
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am rejecting because I don’t think it is fair that y’all charged my account I will just go my lawyer and also contact the FTC
Sincerely,
[redacted]

May 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 May 5, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to his LG K10 device. On May 5, 2017, T-Mobile records indicate Mr. [redacted] contacted our Customer Care in regards to processing a warranty exchange for his LG K10. T-Mobile records confirm Mr. [redacted] was having a difficult time completing the call due to the condition of his device; however, Customer Care was able to complete the warranty exchange process for Mr. [redacted] and deliver the replacement LG K10 device on May 8, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. T-Mobile would like to take this opportunity to thank Mr. [redacted] for his feedback regarding the Customer Care interaction and his great 18 year relationship with T-Mobile.
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

October 26, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated October 21, 2015, regarding the above-referenced account. We are pleased to advise you that we have successfully resolved Mr. [redacted] concerns to his satisfaction. T-Mobile records indicate that on September 21, 2015 Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S 64GB. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Mr. [redacted] personal credit history at the time of purchase, he was required to make a down payment in the amount of $99.99; then agreed to a series of 24 monthly installments in the amount of $26.93 which will appear on the first bill following the purchase of the device. Please be advised that as of the date of this letter T-Mobile has not been able to locate a trade-in associated to this above order. However as a courtesy and in an effort to amicably resolve this matter T-Mobile has agreed to issue a credit of $303.00 which is the current trade-in value for Mr. [redacted] device. This credit lowered Mr. [redacted] balance of $119.94 to a credit balance of $183.06. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

May 11, 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 4, 2017, regarding the above-referenced account.
We regret to hear of Ms. [redacted]’s continued concerns regarding her account. With respect to Ms. [redacted]’s concerns regarding variance in her monthly billing statements, upon review of her last three billing statements we were able to determine that Ms. [redacted]’s promotional bill credits for the 2016 Friend and Family 2 Lines On Us offer and the 2016 November Samsung offer are being applied; however, as indicated in our letter to your office this can be completed at anytime during the month.
In regards to Ms. [redacted]'s concerns regarding the additional lines of service. Ms. [redacted] will continue to remain responsible for any taxes assessed for the promotional offer of 2 Lines on Us. Additionally, T-Mobile found varying charges on Ms. [redacted]’s billing statements for Google Play services which were purchased via the application on Ms. [redacted]’s device.
From November 24, 2016, through November 27, 2016, T-Mobile was running a promotion where customers that purchased a LGV20 handset using our Equipment Installment Plan (“EIP”) offering, traded-in a qualifying handset, and were actively subscribed to an unlimited data plan or selected our T-Mobile ONE offering were eligible to receive the LGV20 at a discounted cost after trade-in credit and 24-monthly promotional credits. T-Mobile records confirm that Ms. [redacted] is currently enrolled in the promotional offer and will continue to receive monthly credits while maintaining account eligibility.
As previously stated, Ms. [redacted]’s agreed to EIP and after further research we were also able to determine that the devices are being charged accurately.
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.
Mercedes V[redacted]
Executive Response