T-Mobile Usa Inc

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

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

Tell us why here... April 11, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 30, 2018, regarding the above-referenced account.  We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.We regret any inconvenience Mr. [redacted] experienced regarding his T-Mobile account balance and we appreciate the opportunity to address his concerns.  T-Mobile records indicate on January 6, 2018, Mr. [redacted] activated his account with line of service ending in 1497 and enrolled in our T-Mobile ONE rate at $75.00 per month.  Mr. [redacted] also subscribed to the optional AutoPay service to have his payments automatically taken from his credit card and qualify for a $5.00 Autopay discount to make his rate plan $70.00 per month.Mr. [redacted]’s first billing statement was produced in the amount of $70.00 and was due on January 27, 2018.  On January 25, 2018, the payment of $70.00 was processed through AutoPay.  After Mr. [redacted]’s billing cycle ended on February 6, 2018, a new billing statement of $69.33 was produced and was due on February 27, 2018.  Regrettably, on February 17, 2018, Mr. [redacted] cancelled his account by porting out his number to another service provided, however, he did not cancel the AutoPay option and on February 25, 2018, the payment of $69.33 was processed.   On February 28, 2018, Mr. [redacted] contacted our Customer Care requesting to cancel Autopay and a refund for the last payment; however, the refund was declined as it had not been 30 days since the account was cancelled.  After the billing cycle closed on March 6, 2018, a final prorated bill of $3.33 was produced and due on March 27, 2018.  On March 17, 2018, the payment of $69.33 was returned to T-Mobile unpaid by the Mr. [redacted]’s financial institution and as such a one-time returned payment fee of $30.00 was assessed to his account, for an updated total of $102.66.In an effort to amicably resolve Mr. [redacted]’s concerns, on April 4, 2018, T-Mobile waived the $102.66 balance.  Mr. [redacted] accepted the credit as resolution to his concerns and his account remains cancelled with a zero balance.  We regret any inconvenience to Mr. [redacted] and we appreciate his time and efforts in resolving 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.Sal O[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.  I
Sincerely,
[redacted]

July 27, 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 15, 2017, regarding the above-referenced account. T-Mobile has attempted to contact Ms. [redacted] on July 18, 2017, July 19, 2017, July 20, 2017, and July 24, 2017 and regrettably has been unsuccessful.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced in regards to the device purchase. Our records indicate that Ms. [redacted] purchased a Samsung ON5 device in store on November 5, 2016, for a total amount of $149.99 plus tax. This device was purchased on our Equipment Installment Plan (“EIP”) with a down payment of $9.00 for the taxes and a monthly payment of $6.25 for 24 months. We show no record of this device being sold at a lower cost. If Ms. [redacted] would like a copy of the EIP agreement that she signed, she may contact our Customer Care department at 1-800-937-8997 to request a copy of the agreement. We apologize for any confusion.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our retail location.
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.
Felicia P[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

January 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 January 17, 2017, regarding the above-referenced account number. T-Mobile regrets any concerns Ms. [redacted] has in regards to her T-Mobile account. Please be advised T-Mobile records indicate on October 22, 2016, Ms. [redacted] called Customer Care to cancel her account, but due to an inadvertent error the account remained active. On November 23, 2016, the account was canceled at Ms. [redacted]’s request. Ms. [redacted]’s December 10, 2016, billing statement reflected a balance of $553.20, which included an unpaid balance of $195.26, new charges of $357.94. The new charges consisted of $358.28 for an iPhone 6S JUMP! On Demand final charges, a $5.00 late fee and a credit of $5.34 for unused services. As payment was not received for the balance owed, on January 10, 2017, Ms. [redacted]’s account was referred to a third-party collection agency AmSher and collection fee was applied increasing the balance owed to $595.04. On January 19, 2017, we spoke with Ms. [redacted] and advised as a courtesy, we have agreed to waive the service charges and late fee, leaving only the balance owed for the iPhone 6S in the amount of $358.28. Ms. [redacted] confirmed she still had procession of the iPhone 6S. As an additional courtesy we offered Ms. [redacted] the option to return the device in good working condition to the Executive Response office and we would agree to waive the remaining balance. Upon receipt of the device T-Mobile agrees to instruct the collection agency to delete derogatory credit reporting and cease collection efforts. Please note that removal of derogatory credit reporting may take up to ninety (90) days. 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. Daniel R[redacted] Executive Response

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

June 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

May 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

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 file number. Please be advised that we have made attempts to contact Mr. [redacted], which have regrettably proven unsuccessful.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided. As such, T-Mobile is unable to provide any details regarding the account in question.
However, T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder or Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

July 29, 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 Prepaid Number: XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 20, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding our prior response caused to your office. Please be advised that T-Mobile had already submitted our response dated July 15, 2015 to your office prior to being able to speak to Ms. [redacted] directly regarding her concerns. T-Mobile regrets any misunderstanding this may have caused Ms. [redacted]. As previously stated in our correspondence dated July 15, 2015, Ms. [redacted] indicated that she is not able to use service with her handset in or around her local hospital. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. Please note that further review of Ms. [redacted]’s inquiries about the coverage, T-Mobile has determined that the commercial building she is experiencing issues in is due to its structural make up which limits T-Mobile’s signal penetration. Please be advised that T-Mobile has determined that Ms. [redacted]’s indoor coverage she is experiencing is to be expected. Our records confirm that Mr. [redacted] elected to have her rate plan changed to the Simply Prepaid $40.00 rate plan and scheduled that rate plan change at the start of her new monthly billing cycle. Additionally, on July 15, 2015, T-Mobile agreed to credit $35.00 to Ms. [redacted]’s account, which Ms. [redacted] accepted and was applied to the account. Please be advised that Ms. [redacted]’s account remains active with a credit balance of $46.62. 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 Executive Response Team. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

August 10, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 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 Ms. [redacted] has with her account.  T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S7 32GB handset on August 19, 2016.  By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device.  On July 21, 2017, T-Mobile records confirm that Ms. [redacted] was sent out a Warranty Replacement handset to correct the service issues she was experiencing. Pursuant to T-Mobiles policy, when a Warranty Replacement is processed customers are required to surrender their defective handset after they receive the replacement handset.  T-Mobile Retail stores are required to send back any defective handset they receive to prevent our customers from being charged any additional fees.   T-Mobile records confirm that, on July 22, 2017, Ms. [redacted] utilized our Equipment Installment Plan ("EIP") with the purchase of a Samsung Galaxy S8 handset for an amount of $750.00.  Ms. [redacted] remitted a down payment of $30.00 and agreed to a series of 24 monthly installments of $30.00.  T-Mobile records confirm Ms. [redacted] used her Samsung Galaxy S7 handset Warranty Replacement handset as a Trade-In. Therefore Ms. [redacted] received a Trade-In credit of $113.00 which went to her T-Mobile bill due August 6, 2017, which in turn left a revised balance of $80.29.    T-Mobile records to confirm that Ms. [redacted] did return the Samsung Galaxy S8 handset that was purchased on EIP therefore closing out any EIP balance. Please note, although Ms. [redacted] returned the Samsung Galaxy S8 handset, T-Mobile is unable to return the traded-in Samsung Galaxy S7 handset. T-Mobile regrets any misunderstanding to Ms. [redacted] in regards to the cost of the Samsung Galaxy S8 purchase.   In effort to amicably resolve Ms. [redacted]’s concerns T-Mobile provided her with a certified preowned Samsung Galaxy S7 Edge handset at no cost to her.  Ms. [redacted] did accept this as resolution to her concerns. 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

July 26, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 12, 2017, regarding the above-referenced file number.  Please be advised that we have made several attempts to contact Ms. [redacted] to the number ending in [redacted] and the email listed in the correspondence from your office, which has proven unsuccessful.  As such, T-Mobile will make every effort to address his/her concerns within this letter.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to a T-Mobile account reflecting in her credit report.  Regretfully, with the information available, T-Mobile is unable to locate an account that matches the name and address provided in your correspondence.    It is important to note that in order for T-Mobile to activate a postpaid account T-Mobile requires the customers to pass a hard credit check.  Please be advised that information for a hard credit check is information that needs to be provided by the customers, as it is information that T-Mobile does not automatically have.  We request that Ms. [redacted] contact me directly at the number below to discuss this matter further and search for her account using her full social security number.  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.   Juan B[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 1, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s concerns regarding her Mobile Device Unlock status and account service interruptions. Our records confirm that on February 27, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone 6 Plus device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. At the time of purchase, Ms. [redacted] was not asked to make a down payment. Rather, she was only required to pay the taxes on the full retail price of the device, and agree to a series of 24-monthly installments of $31.25.
As of the date of this letter, Ms. [redacted]’s account reflects a $514.11 balance dating back to billing statement dated October 13, 2016. T-Mobile records also indicate that on September 29, 2016, payment arrangements were made with Ms. [redacted] with regard to her outstanding balance. At that time, Ms. [redacted] agreed to remit a payment of $115.17 on October 13, 2016, and a $170.00 payment on October 27, 2016. Regretfully, the payment remitted to the account on October 13, 2016 in the amount of $115.17 was not successful. 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.
Please be advised that on October 14, 2016, a $100.00 payment was remitted to the account which left a remaining balance of $185.17. The billing statement dated October 14, 2016 consisted of a past due balance of $185.17, new charges totaling $145.11 for monthly access charges for the billing period of September 14, 2016 to October 13, 2016, monthly EIP charges, and applicable taxes fees which had a due date of November 6, 2016. With the past due balance, the total balance due was $330.28.
Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. As payment was not received timely, on October 16, 2016, T-Mobile suspended the account’s ability to place outbound calls. Following the suspension of service, on October 16, 2016, Ms. [redacted] agreed to a new payment arrangement in which she agreed to remit a $90.00 payment on October 30, 2016 and a $95.17 payment on November 13, 2016. Accordingly, on November 1, 2016, a $100.00 payment was remitted to the account for an updated balance of $220.28.
The billing statement dated November 14, 2016 consisted of a past due balance of $220.28, new charges totaling $169.95 for monthly access charges for the billing period of October 14, 2016, to November 13, 2016, monthly EIP charges, and applicable taxes and fees. Including the past due balance, the total balance due was $389.23 which had a due date of December 6, 2016.
Regretfully, a $95.17 payment was not remitted to the account by November 15, 2016 as agreed. Therefore, on November 15, 2016, T-Mobile suspended the account’s ability to place outbound calls.
The billing statement dated December 14, 2016 consisted of a past due balance of $389.23, new charges totaling $146.16 for monthly access charges for the billing period of November 14, 2016 to December 13, 2016, monthly EIP charges, and applicable taxes and fees. With the past due balance, the total balance due was $535.39 which had a due date of January 6, 2017. Please note that as payment was not remitted for the outstanding balance and Ms. [redacted] had not contacted T-Mobile to make payment arrangements, on December 17, 2016, T-Mobile fully suspended Ms. [redacted]’s account for non-payment.
As indicated in our letter to your office dated February 14, 2017, Ms. [redacted]’s account was restored from non-payment suspension as a courtesy. Ms. [redacted] was advised as there was usage on the account the charges were considered valid and owed.
On January 4, 2017, a warranty exchange was filed for an iPhone 6 Plus Gold 64GB device to be picked up in a nearby T-Mobile store. As an additional courtesy, T-Mobile applied a credit of $85.47 for one month of service plus tax and also a $5.30 credit equal to the service warranty processing fee reducing the balance owed to $444.62. Due to the outstanding balance and no payment remitted to the account, on January 7, 2017, T-Mobile suspended the account’s ability to place outbound calls.
The most recent billing statement dated January 13, 2017 consisted of a past due balance of $444.62, new charges totaling $104.97 for monthly access charges for the billing period of December 14, 2016, to January 13, 2017, monthly EIP charges, and applicable taxes and fees totaling $549.59 which had a due date of February 6, 2017.
T-Mobile records confirm that Ms. [redacted] canceled her account on January 31, 2017 when she ported her mobile number to another service provider. Please be advised that on January 31, 2017, a $2.59 adjustment was issued to the account for service charges after cancellation. Additionally, on January 30, 2017, payments totaling $32.89 issued to the account of an updated balance of $514.11. It is T-Mobile’s position that the balance is valid and owed.
Device unlock codes are available to customers who meet our eligibility requirements. A review of Ms. [redacted]’s account confirms that we have received a request for a Mobile Device Unlock (“MDU”) code for the above mentioned Apple iPhone 6 Plus device. However, Ms. [redacted]’s device is not eligible for a Mobile Device Unlock code as the account is not in good standing.
While it remains T-Mobile’s position that balance is valid, and Ms. [redacted]’s Apple iPhone device does not currently qualify for a MDU, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to unlock the handset. Instructions with how to unlock Ms. [redacted]’s Apple iPhone 6 Plus device will be received to the email she provides in her letter to your office. Please allow 24 to 48 hours for receipt of the instructions. 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.
Alberto V[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

May 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated May 8, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any difficulty Ms. [redacted] has experienced activating service. Unfortunately, T-Mobile was unable to locate an active account for Ms. [redacted]. T-Mobile will need an account number, which is 9 digits and/or a T-Mobile mobile phone number. As T-Mobile was not able to speak with Ms. [redacted] regarding her concerns, we respectfully request that Ms. [redacted] contact me directly at the telephone number below so that we can work towards an amicable 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. Amor M[redacted] Executive Response

September 2, 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 August 27, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile appreciates Mr. [redacted]’s interest in activating a new account with us and we regret that he experienced any inconvenience with the activation process.
 
T-Mobile investigated this matter and we located an account that was activated for Mr. [redacted] on May 19, 2005.  On May 20, 2005, the account that was open for Mr. [redacted] was cancelled by our Fraud Management team and we required additional information in order for the account to remain active with us.  As a result of the account being flagged by our Fraud Management team in 2005 and since we did not receive a response from Mr. [redacted] after May 19, 2005, his social security number was placed on a negative file, which caused a larger deposit requirement when he applied for service with us again.  Mr. [redacted] informed T-Mobile that he does not believe that he applied for the service with us on May 19, 2005.  Please be advised that when a customer is asked to supply a large down-payment, T-Mobile is unable to provide details to a potential customer as to why their credit inquiry required the larger deposit as we are not authorized credit counselors and our Customer Care or Retail Sales Location teams may only advise a consumer to contact the credit bureaus.
 
Based on Mr. [redacted]’s statement to us and after our review of this matter, T-Mobile removed his social security number from the negative file and he may re-apply for services with us.  T-Mobile advised Mr. [redacted] that if his credit report reflects more than one credit inquiry recently from T-Mobile that he may contact me directly at the number below and we will request to have any credit inquiries, except for one, deleted with the credit bureaus. 
 
T-Mobile looks forward to providing Mr. [redacted] with his wireless needs and we regret any inconvenience that this matter may have caused. 
 
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 [redacted]
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

August 16, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 3, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder on record is [redacted], and that she has designated [redacted] as an authorized user of the account.    T-Mobile regrets any inconvenience in regards to a Change of Responsibility for Ms. [redacted]’s account. T-Mobile records indicate that as of July 24, 2017, further information was needed in order to activate an account in Mr. [redacted]’s name.  As of August 7, 2017, Mr. [redacted]’s additional information was received.    Upon reaching out to Mr. [redacted] on August 8, 2017, he indicated that he was able to activate an account in his name and was satisfied with the outcome. 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.   Jessica 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

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