T-Mobile Usa Inc

March 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 17, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] in regards to not receiving the promotions for Black Friday 2016.
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 Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her 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.
Additionally, From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms. [redacted] was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus at no cost after monthly bill credits for the amount of the Equipment Installment Plan (EIP) installment. Please note that these requirements must be met throughout the terms of the Equipment Installment Plan (“EIP”).
T-Mobile records show that on November 27, 2016, Ms. [redacted] took advantage of the promotions mentioned above when she purchased an Apple iPhone 7 128GB and an Apple iPhone 7 32GB Plus using EIP. Ms. [redacted] also added two new lines of service to take advantage of the 2016 Friends and Family 2 lines On Us promotion.
Please be advised that due to an inadvertent error, the purchase date for the iPhones and the activation date of the new lines did not match the timeframe of the promotion therefore Ms. [redacted] was not receiving her monthly credits for the promotions mentioned above.
In order to amicably resolve the matter, on March 22, 2017, T-Mobile contacted Ms. [redacted] and offered to remove the remaining EIP for the Apple iPhones and add the discount for the free line to her mobile number ending in [redacted] and mobile number ending in [redacted].
Additionally, T-Mobile offered a credit in the amount of $295.00 towards Ms. [redacted]’ account to cover the amount of money that she had paid due to not receiving the promotion. In conclusion, Ms. [redacted]’ account now reflects a credit balance in the amount of $295.00, and she no longer owes on the 2 Apple iPhone 7’s that were purchased. Ms. [redacted]’ rate plan cost will be $120.00 per month for four lines of service on T-Mobile One Unlimited. Ms. [redacted] accepted this offer as full resolution to all her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jimmie P[redacted]
Executive Response

August 15, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                          T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your c[redacted]pondence dated August 1, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has resolved Ms. [redacted]’ concerns to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] may have experienced regarding her account.  Please be advised that T-Mobile takes Customers health and well-being very seriously and recommends that any customers experiences difficulties with their handsets or accessories to contact Customer Care or the respecting manufacture for immediate assistance.    T-Mobile records confirm that on September 19, 2015, Ms. [redacted] purchased a Samsung Galaxy Gear S smartwatch on T-Mobile’s Equipment Installment Plan (“EIP”) option in which she agreed to 24 monthly installments of $12.50.  T-Mobile does not reflect a record of Ms. [redacted] reporting an issue with her Samsung Galaxy Gear S smartwatch until April 30, 2017 which was the first time this was brought to T-Mobile’s attention.  As the device was outside of the provided 12 month warranty Customer Care referred Ms. [redacted] to Samsung for further review of her Samsung Galaxy Gear S device.   Please note that at the time of purchase of Ms. [redacted]’ Samsung Galaxy Gear S smartwatch she also activated a Mobile Internet (“MI”) line of service ending in 1297 to be able to use the smartwatch as a standalone device.  It is important to note that as of the date of activation the MI line has been subscribed to T-Mobile’s $10.00 OnDemand MI plan which is credited every month making it free for having her voice lines of service on the same account.    Please be advised that on October 15, 2015, Ms. [redacted] activated a second MI line of service on T-Mobile’s OnDemand MI plan option with a mobile number ending in 1623.  Per our conversation with Ms. [redacted] on August 3, 2017, she explained that this is the date she was offered a free tablet with the activation of a MI line of service.  Regrettably, T-Mobile records confirm that at the time of activation of the MI line ending in 1623 such offer did not exist and respectfully declines Ms. [redacted] request for a tablet or a refund for the MI line of service as the line has not been billed due to receiving a monthly credit for being subscribed to the OnDemand MI plan option.  Ms. [redacted] also requested that the MI line of service ending in 1297 be canceled which was processed that same day for her and agreed to continue with the MI line of service 1623 which she is aware does not have a monthly recurring cost due to the service it is subscribed to.    On November 1, 2015, T-Mobile records confirm that Ms. [redacted] purchased two Samsung Galaxy Note 5 screen protectors on T-Mobile’s EIP option agreeing to 24 monthly installments of $1.67 per screen protector.  Ms. [redacted] reported that she only purchased one and that the second was not authorized.  Although T-Mobile records confirm two screen protectors were purchased, T-Mobile closed the remaining EIP balance of $4.74 for the remaining EIP balance of one of the screen protectors and applied a $36.00 account credit to Ms. [redacted] account to refund her for the billed installments.   Please be advised that from July 22, 2016 through August 31, 2016, T-Mobile offered its Un-carrier 2016 Summer Smartphone On Us offer which offered new and existing customers subscribed to our T-Mobile ONE rate plan, a select free smartphone after a monthly EIP bill credit.  T-Mobile records confirm that on July 24, 2016, Ms. [redacted] purchased a Samsung Galaxy J7 handset, a qualifying smartphone, on T-Mobile’s EIP option agreeing to 24 monthly installments of 10.00.  Regrettably, as Ms. [redacted] was not and has not been subscribed to our T-Mobile ONE rate plan, she has been denied the monthly EIP credit making her Samsung Galaxy J7 handset free.   However in an effort to amicably resolve this matter on August 3, 2017, T-Mobile closed the remaining EIP balance of the Samsung Galaxy J7 handset of $120.00 and applied a credit to Ms. [redacted]’ account in the amount of $120.00 to refund her for the billed installments leaving a remaining balance of $147.42 due by August 13, 2017.  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.   Oscar T[redacted] Executive Response

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

receipt of your correspondence dated December 14, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to upgrading. Please be advised that from November 24, 2016, to November 27, 2016, customers who had a qualifying trade-in and rate plan with unlimited data were eligible to get an iPhone 7 for free after bill credits. Please note that customers who opted to upgrade under our Jump on Demand! (“JOD”) lease program were not eligible for the above offer. Our records indicate that on November 26, 2016, Mr. [redacted] leased an Apple iPhone 7 for three of his mobile lines under our JOD program and as such was not eligible for the above promotion. T-Mobile regrets any inconvenience to Mr. [redacted]. Our records show that on December 12, 2016, Mr. [redacted] returned all three of the Apple iPhone 7 handsets under JOD back to T-Mobile. On December 19, 2016, T-Mobile agreed to provide Mr. [redacted] three brand new iPhone 7 Plus handsets with 32 gigabytes of memory under an Equipment Installment Plan (“EIP”) and also agreed to waive the above EIPs in full as long as he returns his two Samsung Galaxy S7 Edge and iPhone 6 Plus handsets to the address below. Executive Customer Relations Attention: [redacted] Please note that Mr. [redacted] will have 21 days from the date he receives his replacement iPhone 7 handsets to return his trade-in handsets. If Mr. [redacted] does not return his two Samsung Galaxy S7 Edge and iPhone 6 Plus handsets, he will be responsible for the remaining Equipment Installment Plan on all of his iPhone 7 Plus handsets.
T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to us. We also ask that Mr. [redacted] please include the handset, charger, account information within the box to turn off the “Find My iPhone” feature from the iPhone to ensure that he receives the proper credit upon receipt of the handsets. Mr. [redacted] agreed to this as an acceptable 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. Cesar R[redacted] Executive Response

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

receipt of your correspondence dated June 9, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] may have experienced with her Samsung Galaxy Note 5 device. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her 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. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage to parts, 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 was read to and agreed to by Ms. [redacted] at the time of the exchange. This information also accompanies the replacement handset. Based on the above information, it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Based on the damage detected on Ms. [redacted]’s Samsung Galaxy Note 5, a charge of $427.00 for the out of warranty fee and taxes was billed on the billing statement dated May 29, 2016. Nevertheless, on June 9, 2016, T-Mobile agreed to issue a credit of $427.00 for the out of warranty fee billed to Ms. [redacted]’s account. Ms. [redacted]’s account has an updated balance of $262.96 for the monthly recurring charges, Equipment Installment Plan charges, taxes and fees billed during the period of April 28, 2016, through May 28, 2016. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because both handset were returned via UPS and accepted by T-mobile on 6/16/2016. I received a text messages from T-mobile with this information. T-mobile is awful! Bunch of liars and thieves! I look forward to the day when this company is bought out by another company. I will be leaving T-mobile by the end of the month and joining another carrier. I never would be a customer of T-mobile again. T-mobile stinks!
Sincerely,
[redacted]

July 9, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July...

2, 2015, regarding the above-referenced account. T-Mobile made several attempts to contact [redacted] regarding her correspondence to your office via phone, which have proven unsuccessf* Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number provided. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at [redacted]. Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter furthe** T-Mobile regrets any inconvenience to [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. Aida A[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 8, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns within this response.
T-Mobile regrets any ongoing billing concerns Ms. [redacted] has and we appreciate the opportunity to provide the necessary details. T-Mobile records confirm Ms. [redacted]’s monthly rate plan and feature charges were a total of $92.00 per month plus applicable taxes, fees, and equipment charges. On December 11, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 Edge 32GB Gold handset on a JUMP! On Demand lease agreement at the total purchase price of $789.99 plus applicable taxes and fees. Ms. [redacted] was not required to remit a capital cost reduction payment; however, she agreed to a series of 18-monthly lease payments in the amount of $33.00. After which, Ms. [redacted] would have the option to return the handset or purchase it for the purchase option price. Please be advised that if the account is cancelled the remaining lease payment balance is due immediately.
Additionally, from November 18, 2016, to February 28, 2017, and for a limited time, eligible customers who activate a new Mobile Internet line or have an existing Mobile Internet line with a 2 GB or higher rate plan can get a free T-Mobile SyncUP Drive when purchasing it on an EIP during the 2016 SyncUP Drive On Us promotion. On December 13, 2016, T-Mobile records indicate Ms. [redacted] purchased a ZTE Syncup Drive Black Kit on an Equipment Installment Plan ("EIP") a purchase price of $149.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was not required to remit a down payment; however, she agreed to a series of 24-monthly installment payments in the amount of $6.25. During the 24-month period customer would receive a monthly credit for the EIP. Pursuant to T-Mobile policy, should the customer not maintain an active account and meet the rate plan eligibility requirement throughout the EIP agreement, the remaining balance is due immediately. Regrettably, due to Ms. [redacted]’s account being cancelled it accelerated the EIP balance. Please be advised T-Mobile records do not indicate Ms. [redacted] would be credited for the Syncup Drive on any other terms other than the promotional offer.
Please note that Ms. [redacted]’s account was billed in “arrears”, and as such, the balance due was for services used the previous month. Please be advised that Ms. [redacted]’s billing cycle ran from the 27th of one month to the 26th of the following month and was due on the 19th of the following month. Please be advised that the account had a past due balance each month for over a year.
Beginning with the February 2017 billing statement the total balance due was $454.48. This balance consisted of a past due balance of $291.41 and new charges in the amount of $163.07. The new charges consisted of monthly access charges, EIP charges, and applicable taxes and fees for services from January 27, 2017, through February 26, 2017, which was due in full by March 19, 2017. Ms. [redacted] remitted a payment on March 17, 2017, in the amount of $138.17 and T-Mobile applied an account credit totaling $48.24 during this billing cycle.
Ms. [redacted]’s billing statement dated March 27, 2017, reflected a total balance due in the amount of $373.45. Please note that $268.07 was considered past due. Ms. [redacted] was assessed $105.38 in monthly access charges, EIP charges, applicable taxes, and fees for services from February 27, 2017, through March 26, 2017, which was due in full by April 19, 2017. T-Mobile applied an account credit in the amount of $2.80 during this billing cycle.
Regrettably, on April 15, 2017, Ms. [redacted]’s account was cancelled due to non-payment.
Ms. [redacted]’s billing statement dated April 27, 2017, reflected a total balance due in the amount of $1,274.78. Please note that $370.65 was considered past due. Ms. [redacted] was assessed $904.13 for an accelerated EIP, a JOD purchase option price, remaining JOD lease installment balance, applicable taxes, and fees and was due in full on May 19, 2017. T-Mobile records indicate the Samsung Galaxy S7 Edge 32GB Gold handset was returned and an account credit in the amount of $213.14 was applied to the account on May 6, 2017.
As Ms. [redacted]’s account remained in a delinquent status and T-Mobile’s internal collection efforts were unsuccessful, on May 24, 2017, Ms. [redacted]’s account was referred to a third party collection agency. Ms. [redacted]’s account currently resides with Receivables Performance Management; and she may contact them directly at 866-212-7408 in order to make arrangements for payments. Ms. [redacted]’s account reflects a balance due in the amount of $1,061.64. It is T-Mobile’s position that the balance is valid and owed.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile is offering to apply a one-time courtesy credit in the amount of $150.00. Should Ms. [redacted] wish to accept this offer she may contact me at the number listed below no later than July 28, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:they just refused payment in full 6:05 tuesday june 13 .
Sincerely,
[redacted]

November 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 October 23, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have in regards to her account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.
T-Mobile’s records indicate on December 8, 2015, Ms. [redacted] utilized our JUMP! On Demand (“JOD”) offering for the lease of a Samsung Galaxy S6 32GB handsets for the mobile number ending in 9589. Ms. [redacted] was not required to pay a capital cost reduction payment at the start of the lease but she did agree to 18 installment payments of $24.00 and a purchase option price of $156.00 including tax.
JOD customer may choose to purchase their leased device at any time during the 18-month lease term. However, JOD customers are responsible for the remaining lease payments, the purchase option price and all applicable taxes. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following billing statement.
T-Mobile records indicate that on June 28, 2017, Ms. [redacted]’s above mentioned lease ended and the purchase option price was assessed to her July 21, 2017, billing statement. Please be advised T-Mobile offers the option to split the cost of the purchase option price over a period of nine months. However, on July 20, 2017, Ms. [redacted] changed her mobile number ending in 9589 to the number ending in 0089. Due to the original number that Ms. [redacted] set her JOD lease on not being active, T-Mobile was unable to set up a purchase option price for the mentioned lease. Nonetheless, on October 23, 2017, Ms. [redacted] was provided a credit of $156.00 for the purchase option price. This credit left a revised balance of $87.27 on Ms. [redacted]’s account. 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.
Nicole C[redacted]
Executive Response

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, I spoke to someone on 9-13-2015 I did purchase a NEW sim card,I did not purchase it from t-moble,again I was only told to call customer service..tmoble is sending me another phone...thanks Revdex.com AND TMOBLE[redacted]

October 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 12, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Our records indicate that Ms. [redacted] submitted a payment of $160.33 on October 3, 2016, which was returned. As per the T-Mobile Terms and Conditions of service (“T&C’s”), We may charge a late fee of the greater of 1.5% per month (18% annually) or $5 per month and a returned payment fee up to $35, subject to the maximum allowed by law. T-Mobile T&C’s are available to customers at T-mobile.com/terms. As a courtesy to Ms. [redacted], on October 11, 2016 T-Mobile offered a credit of $15.00 to her account for her inconvenience. Ms. [redacted] accepted this offer. Further, T-Mobile offered an additional credit of $15.00 on October 13, 2016. Ms. [redacted] accepted this offer as well. As of the date of this correspondence, Ms. [redacted]’s account reflects a balance of $160.14. We regret any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

August 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated July 26, 2017, regarding the above-referenced account.
We regret to hear that Ms. [redacted] has concerns about the billing on her account. We can confirm that Ms. [redacted] has spoken to Customer Care to advise that there were missing payments that had not posted towards the balance on her account. However, upon researching the alleged missing payments with the information Ms. [redacted] provided, we were unable to confirm that they were received. As such, Ms. [redacted] was advised to dispute the missing payments with her bank.
When Ms. [redacted] contacted our customer care department on July 20, 2017, a missing payment research ticket #[redacted] was filed and has since been closed. After a ten day waiting period, the requested documentation of an unaltered bank statement has not been received or was not identifiable. If Ms. [redacted] wishes to fax her information, she may provide the required documentation to fax number 800-423-9236. If Ms. [redacted] has already faxed her documentation, it may have been missing account information, was not legible, or possibly a blank page. T-Mobile request that Ms. [redacted] re-faxes her documents and the case will be reopened once received.
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

July 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 9, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile records confirm that Mr. [redacted] activated his account on November 6, 2016, with two mobile numbers. At the time of activation Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6 16GB handsets in silver. 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. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $132.00 and agree to a series of 24 monthly installments in the amount of $24.33 for each handset. It is important to note that customers have the option to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. T-Mobile records confirm that on February 5, 2016, Mr. [redacted] remitted two payments totaling $265.74 which resulted in a zero remaining balance for the two Apple iPhone 6 16GB handsets. It is important to note that all mobile devices are initially locked to the T-Mobile network. However, Mobile Device Unlock codes are available to customers who meet our eligibility requirements upon request. After reviewing Mr. [redacted]’s account, T-Mobile records confirm that on July 7, 2016, he requested for a Mobile Device Unlock code for the two Apple iPhone 6 16GB handsets that were used on mobile numbers ending in [redacted] and [redacted]. Regrettably, due to an inadvertent error on July 9, 2016, Mr. [redacted]’s request for the device unlock codes were declined. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile Customer Care on July 9, 2016, and the request was resubmitted. On July 10, 2016, Mr. [redacted] received the aforementioned device unlock codes for the two Apple iPhone 6 16GB handsets via his e-mail address that was provided at the time of submission. Please note that on July 13, 2016, Mr. [redacted] confirmed that he was able to unlock the two Apple iPhone 6 16GB handsets. 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. Shannon R[redacted] Executive Response

January 12, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 30, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] experienced any concerns with our service and receiving voice messages.  Ms. [redacted]’s address of record is located in an excellent T-Mobile coverage area and our engineering team investigated Ms. [redacted]’s concerns and confirmed that there are not any issues affecting the towers that she registers to while at this address.  Ms. [redacted] indicated that the area that she is experiencing dropped calls, missed calls and missed voice mails occurs while she is located in a non-T-Mobile coverage area.  Please be advised that if a customer is in an area that T-Mobile does not provide sufficient service, the handset may not ring if a customer is receiving an incoming call as our network is unable to deliver the call due to the coverage area and the voice message notification will not be sent until the customer is in our service area again.  T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced.  Please be advised that T-Mobile does not guarantee coverage in all locations. 
T-Mobile records show that Ms. [redacted] participated in our Handset Upgrade Program on May 17, 2015, June 28, 2015 and again on October 1, 2015 with the purchase of two Apple iPhone 6 Plus handsets on May 17, 2015, another Apple iPhone 6 Plus handset on June 28, 2015 and an Apple iPhone 6S handset on October 1, 2015.  T-Mobile records show that Ms. [redacted] elected to pay for the handsets with our Equipment Installment Plan (“EIP”).  On May 17, 2015, Ms. [redacted] was not asked to make a down payment and she agreed to pay 24 monthly installments in the amount of $31.24 per handset.  On June 28, 2015, Ms. [redacted] was asked to make a down payment in the amount of $99.99 and she agreed to pay 24 monthly installments in the amount of $31.25 per month.  Finally, on October 1, 2015, Ms. [redacted] was asked to make a down payment in the amount of $99.99 and she agreed to pay 24 monthly installments in the amount of $27.08.
As of the time of Ms. [redacted]’s handset purchases, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it met her needs.  If the equipment, or our services, were not acceptable, the handsets 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 EIP entered into at the time of the original purchases.  T-Mobile records do not indicate that Ms. [redacted] requested to return the handsets during the return periods.
As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile advised Ms. [redacted] that we will provide her through February 3, 2016 to return the handsets, and accessories that she received with the handsets, in like new condition to my attention to the address below to have the remaining EIP balances credited. 
[redacted]
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us.  We ask that Ms. [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsets.  Please be advised if the full kit is not returned; such as the charger, a $40.00 restocking fee will be deducted from the credit for the EIP balance per handset.  T-Mobile advised Ms. [redacted] that we do not require that she return the headsets that were provided with the handsets.  Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the damaged handset (s) will be returned to Ms. [redacted] and the EIP balance associated with the damaged handset will then be considered valid and owed. 
Ms. [redacted]’s account utilized 21,255 airtime minutes, sent and received 4,096 text and picture messages and used 17,292 megabytes (“MB”) of data from September 20, 2015 through January 3, 2016; which indicates that she received the benefit of our services.  As a gesture of goodwill, a $50.00 credit was issued to Ms. [redacted]’s account on December 11, 2015 when she contacted Customer Care to report concerns with her services.  Ms. [redacted]’s account was cancelled on January 6, 2016 when her mobile numbers were ported to another service provider.  As of January 12, 2016, Ms. [redacted]’s account reflects a zero balance.  Ms. [redacted]’s final billing statement will be dated January 19, 2016 and this billing statement will include the final EIP balances, which T-Mobile will credit upon receipt of the handsets mentioned above; provided all parts are returned and the handsets are free of any physical or liquid damage.  As a courtesy, T-Mobile also agreed to credit any additional monthly access charges that may be billed to the final billing statement.
T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she 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.
Ally Y[redacted]
Executive Response

October 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 19, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to the Carrier Freedom reimbursement offer and JUMP! 2 insurance feature. Please note that as of the date of our previous letter to your office, dated October 17, 2016, T-Mobile had not been successful in reaching Mr. [redacted]. On October 19, 2016, T-Mobile successfully reached Mr. [redacted] via email and confirmed the amount due for his Carrier Freedom reimbursement offer as being a total of $659.64. On that date, T-Mobile issued a direct deposit refund to Mr. [redacted]’s checking account. Mr. [redacted] has confirmed receipt of the refund. Additionally, on that date T-Mobile confirmed with Mr. [redacted] his request to have the JUMP! 2 feature added to the voice lines of service ending in [redacted] and [redacted], at which time the feature was added to each line of service on the account. Please note that Mr. [redacted]’s account was not charged for the features prior to this date. Mr. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

Tell us why here... February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It...

May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence February 6, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Mr. [redacted] may have encountered with this handset.  We have investigated this matter and our records confirm that Mr. [redacted] activated his T-Mobile account with two lines of service on September 22, 2017.  On that day, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8+ handset for $800.00, plus taxes.  Mr. [redacted] was required to remit a down payment in the amount of $80.00, plus taxes and agreed to 24 monthly installments of $30.00.  Please note, when Mr. [redacted] purchased his Samsung Galaxy S8+ handset, he also subscribed to our JUMP! 2 feature.  Our JUMP! 2 feature provides customers handset insurance on lost, theft and damage, an extended warranty, Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that handset.  It is important to note that Mr. [redacted] has a remaining EIP balance of $570.00 on his Samsung Galaxy S8+ handset.  Pursuant to our JUMP!2 feature guidelines, Mr. [redacted] can utilize his upgrade at any time however, remitting a payment of $170.00 was required to meet one-half of the original retail price of his purchased handset to qualify for a credit of the remaining EIP balance.  On February 6, 2018, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile assisted in ordering a warranty replacement handset and subscribing Mr. [redacted]’s mobile number ending in 1919 to our grandfathered JUMP! insurance feature.  The grandfathered JUMP! feature provides customers all the coverage offered in our JUMP! 2 handset insurance feature; however, Mr. [redacted] will also receive the benefit of trading-in his current handset for full credit of the remaining EIP balance regardless of the existing balance at the time, not requiring that he meet one-half of the original retail price before his upgrade.  Mr. [redacted] now has the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.  As a gesture of goodwill, T-Mobile has made Mr. [redacted]’s mobile number ending in 1919 eligible for a JUMP! upgrade based upon his account activation date, September 22, 2017.  As such, Mr. [redacted] will be eligible to utilize his first JUMP! upgrade on March 22, 2018, and a payment of $170.00 to meet one-half of the original retail price will not be required.On February 8, 2018, T-Mobile spoke with Mr. [redacted] in regards to his handset and concern.  On that day, we advised that our engineer recommended that new SIM card be utilized with his device.  Therefore, a new Sim Card was ordered and sent for testing.  Mr. [redacted] confirmed he is aware March 22, 2018, is the soonest date for an upgrade and stated he accepted the grandfathered JUMP! feature as an acceptable resolution.  Should Mr. [redacted] need further assistance with his handset, he may reach out to me at the number below.  We appreciate Mr. [redacted]’s feedback and the opportunity to address his concerns.  T-Mobile regrets any inconvenience to Mr. [redacted].Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Vanessa Q[redacted]Executive Response

Complaint: [redacted]
I am rejecting this response because: staff from T-Mobile attempted to contact me via email regarding an explanation regarding the complaint.  Due to being the victim of identity theft, I hardly believe disclosing information such as a social security number through electronic mail is a secure, safe, or sound practice to exercise.  I left a voice mail for Mr. Albertor V[redacted] to contact me at, including my cell phone and my work number.  However, I never received a phone call from Mr. V[redacted], or any of his peers.  As someone who does conduct investigations for a profession, I hardly believe that two email attempts suffice as a means to conclude an investigation.  I can only conclude from this response that 1.) the representative attempting to collect information to resolve the complaint is not directly working for the Office of the President from T-Mobile and therefore does not care if the dispute is actually handled, or 2.) conducting the investigation properly would only result in the discovery of a blatant lack of due diligence and professional obligations that T-Mobile should adhere to when assigning contracts worth thousands of dollars to various individuals.  Specifically, an account was opened by a person who only had my social security number and date of birth.  The address and spelling of my name were inconsistent with any information on my credit report, and short of drawing suspicion, it should have most certainly not resulted in granting credit to an individual for thousands of dollars.  My own investigation, which included driving by the suspected residence, revealed an abandoned house with boards on the window.  As I have notified T-Mobile directly, through the Revdex.com, and each time the debt has been resold to debt collectors of: 1.) Copies of Police Reports 2.) Identify theft affidavits 3.) Credit Report Investigative dispositions that clearly show the debt being deleted, I am left with the assumption that T-Mobile clearly wants the resolution of this complaint to be handled in federal court under the violations that are occurring under the Fair Credit Reporting Act.  Again, I do not consider this action to be resolved, and am disgusted that an email suffices as a means to conduct an investigation when my contact information was left on Mr. V[redacted]'s email.
Sincerely,
[redacted]

August 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, 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 Ms. [redacted] as an authorized user of the account.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to a promotion for her LG tablet.  Please be advised that from April 7, 2017 through May 24, 2017, T-Mobile offered the 2017 Q2 LG Tablet Bundle promotion.  The 2017 Q2 LG Tablet Bundle promotion offered new and existing customers an LG G Pad X 8.0 tablet for free after a mail in rebate with the purchase of an LG G6 handset or an LG V20 handset on EIP.    Additionally, from April 21, 2017 through May 24, 2017, T-Mobile offered the 2017 Q2 LG G Pad Bundle 50% Off promotion. The 2017 Q2 LG G Pad Bundle 50% Off promotion offered new and existing customers an LG G Pad X 8.0 tablet at half cost after a mail in rebate with the purchase of an LG Aristo handset, LG K20 Plus handset, LG K10 handset, LG K7 handset, or LG Stylo 2 Plus handset on EIP.   T-Mobile records reflect that on April 22, 2017, Ms. [redacted] qualified for our JUMP! On Demand (“JOD”) offering with the lease of an LG Stylo 2 Plus handset.  Please be advised that Ms. [redacted] was not required to make a capitol cost reduction payment, she then agreed to a 18-monthly lease of $10.00 a month with a purchase option price of $200.00 after lease is completed.    Additionally, our records confirm that Ms. [redacted] Qualified for our EIP offering with the purchase of an LG G Pad tablet.  Ms. [redacted] was not required to remit a down payment, she then agreed to a 24-monthly installment for $10.00 a month.    Please be advised that Ms. [redacted] did not meet the requirements for our 2017 Q2 LG G Pad Bundle 50% Off promotion as she leased the LG Stylo 2 handset and the handset was not placed on an EIP.    T-Mobile records reflect that on June 19, 2017, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile applied a one-time courtesy credit in the amount of $120.00 to honor the 2017 Q2 LG G Pad Bundle 50% Off promotion.    Upon speaking with Ms. [redacted] on August 17, 2017, in an additional effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to waive the remaining balance of $200.00 for the LG G Pad tablet.  Additionally, T-Mobile offered a $80.00 credit for service charges for her MI line and a $10.00 credit for her EIP payment for the LG G Pad tablet.  Lastly, T-Mobile offered Ms. [redacted] free MI line service up until September 2, 2017, the end of her current billing cycle.  Ms. [redacted] has been advised that any charges after September 2, 2017 for her MI line will be valid and owed.  Please note that Ms. [redacted] has accepted our offer and her account reflects a $169.38 balance.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Juan B[redacted] Executive Response

July 18, 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 July 7, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted]., is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his monthly billing and appreciates the opportunity to respond to his concerns.
T-Mobile records indicate that on March 1, 2017, payment arrangements were made with Mr. [redacted] with regard to his outstanding balance which, at that time, totaled $1,297.83. Further, on March 15, 2017, Mr. [redacted] contacted T-Mobile to advise that he was unable to make the agreed upon payment. At this point, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency. Records indicate that Mr. [redacted] made a $400.00 payment on March 18, 2017. However, because the payment arrangements were no longer in effect and the total balance due was $1,297.83, the account was scheduled for suspension on May 20, 2017. As a courtesy to Mr. [redacted], T-Mobile suspended further collection activity until March 30, 2017, to allow Mr. [redacted] additional time to make his payment.
A review of Mr. [redacted]’s account confirms that he contacted Customer Care on June 12, 2017, and inquired about getting an additional Payment Arrangement and was told that he would be required to pay $1,397.99 which consisted of a past due balance of $841.79 plus an additional $556.20 that would be required before our Financial Care team would be able to make another arrangement. Mr. [redacted] was unable to remit payment and Customer Care agreed to reactivate three lines ending in [redacted] and applying a collection hold until July3, 2017, allowing Mr. [redacted] additional time to remit payment.
As Mr. [redacted] mentioned in his correspondence to your office on July 7, 2017, he inquired about making a change to his monthly rate plan to T-Mobile One Taxes Inclusive and was credited $151.68 on July 5, 2017. Nevertheless, as an additional gesture of good will T-Mobile agreed to apply an additional collection hold effective until August 25, 2017, to allow Mr. [redacted] additional time to remit payment and bring the above referenced account to a current status.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with Customer Care. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted] Executive Response