T-Mobile Usa Inc

September 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 9, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. We regret to hear that Mr. [redacted] continues to have issues with his handset. T-Mobile records indicate that on January 13, 1015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Z3. 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 his purchase, he was not required to make a down payment; however, he agreed to pay $44.59, which was for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $26.25, which appeared on the first bill following the purchase of the device. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. T-Mobile records reflect that on September 19, 2015, Mr. [redacted] participated in the Limited Warranty Exchange process. When an exchange is processed through T-Mobile’s Handset Exchange Program, we cannot guarantee if the device will be new or like new, however, each device is inspected to ensure that it is good working condition. We regret any issues that Mr. [redacted] may have experienced with his replacement device. In an effort to provide Mr. [redacted] with a resolution to his concerns, on September 12, 2016, T-Mobile accelerated the remaining balance on his Sony Xperia Z3 handset and applied a credit in the amount of $105.00, which offset the accelerated balance in the amount of $105.00. As a further courtesy to Mr. [redacted], T-Mobile provided him $200.00 off a Samsung Galaxy S7 EDGE handset. Mr. [redacted]’s account reflects a current balance in the amount of $323.07, which is due on September 17, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Carla S[redacted] Executive Response

May 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted] To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] designated [redacted] as an authorized user on the account.   T-Mobile regrets that Mr. [redacted] has concerns with a handset return.  T-Mobile records indicate that Ms. [redacted] purchased an Apple iPhone 7 Plus 32 GB handset with our Equipment Installment Plan (“EIP”) on December 13, 2016 for the mobile number ending in 9961.  As of the time of Ms. [redacted]’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed her 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 EIP entered into at the time of the original purchase.    T-Mobile records indicate that the returned Apple iPhone 7 32 GB handset was received on April 28, 2017.  Please be advised that this is outside of the 14-day return period.  However; Mr. [redacted] indicated that the handset was returned in December 2016, which we are unable to validate.  Nevertheless, T-Mobile closed the EIP for the returned handset and the five previous installments of $31.25 were credited to the account on May 2, 2017.  In addition, a credit in the amount of $26.99 was issued to the account for the handset upgrade fee and shipping charges for the original order, which was issued a gesture of goodwill.  The $80.00 deposit that was paid at the time of purchase should be refunded within five business days.  T-Mobile appreciates Ms. [redacted] and Mr. [redacted]’s business and we regret any inconvenience that they 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

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

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

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

Revdex.com:
I am writing to inform you that the complaint #[redacted] against T-MOBILE has been resolved. Once again I would like to thank you for your help. Sincerely,  [redacted]

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

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.
However it is important to note that I have a receipt for my equipment installment plan for the iPhone, emailed to me on June 15 stating that $68.23 was paid toward the plan. I was told in the store that this was the full amount to pay off the device because the remaining $7.47 had already been billed. I find it very slanderous that TMobile would provide an inaccurate response so it would appear the customer is at fault.
I am very grateful for a speedy solution via the Revdex.com as T-Mobile had refused to correct their error otherwise. 
Sincerely, [redacted]

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

Complaint: [redacted]I am rejecting this response because:I have received only one correspondence post my complaint, thank-you for reducing my bill amount but I still can not log in to my account even after many months of Having trouble ticket. Please do not close complaint unless the issue is resolved.Sincerely,[redacted]

July 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 5, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’ concerns within this letter.
T-Mobile regrets any concern to Mr. [redacted] in regards to his recent JUMP! On Demand upgrade experience. Please be advised that JUMP! On Demand (“JOD”) is a lease option that T-Mobile offers customers to lease new handsets via 18-monthly lease payments and a Purchase Option Price (“POP”) at the end of the lease term or the option to return the device. Please be advised that JOD also offers customers the ability to trade-in their leased device and lease a new device in its place up to three times a year.
T-Mobile records confirm that on November 12, 2016, Mr. [redacted] leased a Samsung Galaxy S7 Edge via JOD by agreeing to 18-monthly lease payments in the amount of $33.00 and agreed to a POP of $195.99. Please be advised that T-Mobile does not reflect a record of Mr. [redacted] having a lease payment of $10.00 for the device. Records confirm that on June 8, 2017, Mr. [redacted]’ JOD upgraded from his Samsung Galaxy S7 Edge to the new Samsung Galaxy S8. At the time of signing Mr. [redacted] agreed to 18-monthly lease payments of $33.00 and a purchase option price of $156.00. Regrettably, there was an error with the receipt of the package and on June 13, 2017, T-Mobile attempted to replace his JOD order once again.
Customers are provided an Equipment Credit Line (“ECL”) that may be used to purchase or lease equipment and accessories and then pay for it in monthly installments depending on the offer that the customer qualified to receive. At the time Mr. [redacted] attempted to lease the Samsung Galaxy S8 the available ECL required that he remit a higher down payment.
On June 27, 2017, T-Mobile completed its review of the handset order placed on June 8, 2017, for the Samsung Galaxy S8 and closed the JOD lease balance of the device updating the ECL for Mr. [redacted] new JOD order. On July 4, 2017, T-Mobile placed a JOD upgrade order for Mr. [redacted] once again for the Samsung Galaxy S8 in which he agreed to 18-monthly lease payments of $33.00 and a purchase option price of $156.00 and was not required to make an initial cost reduction payment. T-Mobile records confirm that Mr. [redacted] received his new Samsung Galaxy S8 on July 6, 2017. T-Mobile recommends that Mr. [redacted] return his Samsung Galaxy S7 Edge to a local retail location or using the prepaid return label to ensure that the JOD balance on that Samsung Galaxy S7 Edge is closed. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted] Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 2, 2017, regarding the above-referenced account.
T-Mobile regrets any confusion experienced by Ms. [redacted] regarding her JUMP! On Demand lease.
JUMP! On Demand is a way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
On August 29, 2015, Ms. [redacted] entered into a JUMP! On Demand lease for her Apple iPhone 6 Plus Gold 16 GB handset. Please note, at the time Ms. [redacted] entered in the JUMP! On Demand lease, she was provided documentation supporting her lease agreement which did stipulate she was agreeing that she was not purchasing the handset, but leasing the equipment with a purchase option at the end of the 18 month lease agreement. T-Mobile regrets any misunderstanding to Ms. [redacted].
As Ms. [redacted]’s JUMP! On Demand lease ended in February 2017, she was presented the ability to return the equipment to a local T-Mobile retail store and complete the lease, purchasing the equipment by remitting payment in full for the purchase option price of $191.76 plus applicable taxes, or breaking up the purchase option price over a period of nine months on an Equipment Installment Plan (EIP). T-Mobile regrets any miscommunication to Ms. [redacted] on how our end lease options work however, it is our position that the purchase option price is valid should Ms. [redacted] elect to keep her Apple iPhone 6 Plus.
In an effort to amicably resolve this matter, T-Mobile has agreed to credit the purchase option price of $191.76 plus applicable taxes. Ms. [redacted] will be able to retain her equipment and will not be requirement to remit payment for the purchase option price of the equipment. Ms. [redacted]’s purchase option price is presently a pending charge and will be credited once her next billing statement is generated. Our office has created a follow up to remove the additional charge. 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.
Martin G[redacted]
Executive Response

August 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 24, 2016, regarding the above-referenced account. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider. We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. Along with other qualifying rules, in order to qualify for Contract Freedom, customers must return the handset they used with their prior carrier to T-Mobile. Our records indicate that Mr. [redacted] did not return the handset he used with his prior carrier and as a result he did not receive his ETF reimbursement. T-Mobile regrets any inconvenience this caused Mr. [redacted]. In an effort to reimburse the entire amount Mr. [redacted]’s was assessed from his previous carrier, T-Mobile offered to refund $368.93 in the form of a Pre-paid debit card. Mr. [redacted] accepted this as a full resolution to his concerns. Mr. [redacted] should expect to receive this refund within seven to ten business 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. Cesar R[redacted] Executive Response

Date Sent: 8/4/2017 4:58:49 PMAugust 4, 2017 FILED ELECTRONICALLY Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]                        T-Mobile Account Holder: [redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2017, 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]’ concerns within this letter. 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 and Executive Response Team.  T-Mobile regrets to hear of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission.  As stated in our correspondence to your office under file number [redacted], T-Mobile was not able to locate Ms. [redacted]’s Carrier Freedom submission.  Nevertheless, in an effort to amicably resolve this matter T-Mobile has agreed to honor the full terms of the Carrier Freedom offer.  Ms. [redacted] will need to provide an unaltered copy of the final billing statement reflecting the early termination fee incurred with her previous carrier to [redacted]@T-Mobile within 30 days of this letter.  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. Abigail [redacted]Executive ResponseTell us why here...

June 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2016, regarding the above-referenced account. T-Mobile records confirm that Mr. Irizarry has designated Ms. [redacted] as an authorized user of his account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her recent handset exchange. T-Mobile records reflect that Ms. [redacted] purchased her Samsung Galaxy S6 Edge handset on June 15, 2015. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by Samsung. During the Limited Warranty period, and beyond due to Ms. [redacted]’ JUMP! handset insurance and extended warranty feature, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program, or may opt to participate in a post-exchange by contacting Samsung 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, 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. Please note that 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]’ handset, upon receipt we examined it and it was found to have sustained physical damage, 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. It is very important to note that if a package arrives to T-Mobile’s Return Center and the packaging appears to be damaged in any way, customers are not held responsible for the damage to the handset, and T-Mobile keeps the original packaging and pursues the issue directly with [redacted]. However, Ms. [redacted]’ packaging did not appear to be damaged, and as such the packaging was not retained and a fee in the amount of $426.56 was added to the billing statement dated May 19, 2016, which was paid in full by Ms. [redacted] on June 6, 2016. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. However, as a gesture of goodwill to Ms. [redacted], and in an effort to amicably resolve this matter, T-Mobile has issued a refund to Ms. [redacted] in the amount of $426.56, the full cost of the out-of-warranty fee, which Ms. [redacted] confirmed receiving directly to her bank account on June 7, 2016. Ms. [redacted] has accepted this offer as resolution in full to 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. Kayla J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I'm uncertain any rebuttal I have will change much. There are discrepancies in T-Mobile Rochelle M[redacted] Statements. She hadn't been 100% honest. Review of her calculated Figures speaks for itself. The Samsung Galaxy S8+ was in a Device Recovery Program with an accepted offer of $657.00. She stated I paid $246.14 against the Balance of the Samsung Galaxy S8+ with a full retail price of $850.00. 657.00 + 426.14= $903.14 not $850.00. I paid against the Device Recovery Program to satisfy the Balance I had with [redacted]. I do have my Documentation if requested. There are other Amounts I had Paid which are verifiable. Ms. M[redacted] requested my Bank Statements; [redacted] Final Bill; Device Recovery Program (She didn't see it had existed). I forwarded copies of my Bank Statements showing only the Dates; Transactions with T-Mobile. The last 4 Digits of the Credit Card used for Payments. She did tell me she required my entire Bank Statement without omitting information. This would include sensitive information such as our complete our Account Number; Transactions with other Merchants; Direct Deposits; Credit Lines; Available Credit. I reached out to my Financial Institution, they emphasized that I don't do that. If she needed access to all of my Financial Activity, have her Attorney go through the Judiciary System for a Subpoena. To do otherwise was setting myself to Identity Theft. Yes, I do have the Email requesting those Statements, Unaltered. I also warned Ms.M[redacted] the situation was confusing, complicated for me. Never had I been rude to her. I, truly, didn't want unnecessary tension. My interest was fully comprehending. She's wrong with the Samsung Galaxy Note 8. I did Preorder 1 & Cancel the Order. On 09.02.17.... I contacted T-Mobile inquiring on their Buy one Samsung Galaxy Note 8; get 1 Free Promotion. The Representative walked me through the process. I did sign the Terms & Conditions. A short time after, I reached out to T-Mobile with another inquisition. It's when their Promotion was thoroughly explained to me. I did NOT qualify. The Representative had affirmed the Phone was Scheduled for Delivery. I had 2 options. Accept it when Delivered, use the Return Label to send it back or Reject the UPS Delivery. I Rejected the UPS delivery. I was expecting a Refund in the Amount of $294.69. On 09.13.17 ~ A Representative notified me, a Refund to my Payment Method had been Refunded. It'll be Credited to my Mastercard no later than 09.26.17. When it hadn't posted, I contacted my Bank. They confirmed, no Refund had been received. I contacted T-Mobile again. This time I had another Representative tell me they didn't see where they were to Refund me. I was transferred to a Supervisor. They promised to escalate the Refund. Please give him 1 Week. The day before Ms. M[redacted] contacted me.... I had received an Email from T-Mobile notifying me that the Handset had been Delivered to the Warehouse. They would be issuing a Refund. Mr. M[redacted] didn't note a Refund was in the process.She was submitting it. She told me she didn't work on Weekends, however, would contact me the next Business Week. In-Between this time.... The Supervisor called. The purpose of his Call was to affirm the Warehouse had received the Phone. He was now going to submit a Refund. He didn't see where anyone had already issued a Refund. I told him I was exasperated. My responsibility was to adhere to the instructions of their Representatives. Their responsibility was to meet their obligations to the Customer. I further explained being bounced from Representative to Representative was further complicating. I didn't know the Status of my Account. It depended on which Representative I spoke to. While trying to rectify the Device Recovery Program, receipt of a Refund; there was a Plan Change I never authorized. A $220.00 Plan for 2 Samsung Galaxy S3 Frontier Watches (Wearables). When we initially switched to T-Mobile with 2 Samsung Galaxy S8 Pluses; adding 2 Samsung Galaxy S3 Frontier Watches.... My Plan wasn't even close to $220.00. It was approximately $140.00 Monthly. I was requesting an Adjustment that multiple Representatives had promised. When they hadn't updated the correct Plan & Price; I was falling delinquent. Everyone knows if they're delinquent they're going to be sent to Collections for a Report to the 3 Major Credit Bureaus. They promised that wasn't going to happen. They also promised they'd adjust the Plan, Issue a Refund; follow through with the Device Recovery Program. Ms.M[redacted] testimony to the Revdex.com wasn't entirely accurate. My Financial Institution has yet to receive a Refund of $294.69, muchless, some $210 figure she quoted. To the Date of today, 10.25.17, a T-Mobile Refund hasn't posted to my Mastercard. I have since Filed a Dispute of the Charge. Bank Of America has issued a Credit as well a Internet against the Amount. Mr. M[redacted] told me if it was the channel I elected; she'd be notified & would provide proof of a Refund. Ms.M[redacted] had also told me I could Port my Phone Numbers to them to have all Devices on 1 Plan. I went to T-Mobile at the time of opening the Doors to do just that. It took 4 Hours for them to tell me what they could've told me within half an hour.... I wasn't eligible to Port those Numbers without buying our my Samsung Gear S3 Frontier Watches as I was exceeding my Credit Limit. I'd think an Executive Representative would know if switching was possible. The Representatives at the Store were new Employee's coming from the Wireless Provider I was currently with. They defamed the Wireless Provider's name. They didn't care what an Executive Representative had told me. When I walked out of the Store... My Phones were deactivated from the Wireless Provider I had come from & deactivated on their Network. I reported to the Wireless Provider to have my Account Reinstated. T-Mobile shouldn't have deactivated my Service with my current Carrier prior to authorization within their own Network. Through all of this, I've been patient. Haven't been belligerent, rude or tasteless in my composure. I don't practice taking my frustrations out on a Representative. I do expect them to do the right thing, be honest with me. I really have nothing bad to say about T-Mobile Service.They do offer a strong Signal in our Area. 
Sincerely,
[redacted]

Revdex.com:I disagree with the rationale and conclussion made by T-Mobile; however, I have reviewed the response made by them in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

June 21, 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 18, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family.  We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission.  In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. 
 
Please note that there are several eligibility requirements to be met in order to receive reimbursement.  These include trading in the devices that T-Mobile will be reimbursing and customers submitting their final billing statement from their previous carrier showing the balance owed on the device(s) at www.switch2tmobile.com within 60 days of activation.  T-Mobile records reflect that Ms. [redacted] submitted a request for reimbursement that showed a balance owed for an iPhone 6s of $541.64, however, there was no documentation provided showing a balance owed on a second device.  Additionally, T-Mobile shows no record of Ms. [redacted] trading in the two devices in question to T-Mobile.  As such, on May 11, 2016, a prepaid MasterCard in the amount of $331.64 which represented the amount owed of $541.64 minus the estimated trade in value of the device of $210.00. 
 
Furthermore, under the Carrier Freedom program T-Mobile issues a bill credit for the amount of the trade in and issues a prepaid MasterCard for the remaining balance owed equating to reimbursement of the total balance owed.  Had T-Mobile shown a record of receiving the trade in device, Ms. [redacted] would have received a bill credit for the remaining $210.00 for this device. 
 
In speaking with Ms. [redacted] she indicated that she had the additional documentation showing the balance owed on the second device and that she had mailed the devices to be traded in to us though we show no record of receipt.
 
Thus, in an effort to amicably resolve the matter, T-Mobile has allowed Ms. [redacted] to provide this documentation outside of the 60 day timeframe directly to me and to issue credit for the trade in devices though we cannot confirm the devices were received.  Additionally, T-Mobile will reimburse the entire amount in the form of prepaid MasterCard as a gesture of goodwill as opposed to applying bill credits for the devices traded in for her inconvenience.  The documentation provided shows a total balance owed on the second device of $613.31 and as such, on June 21, 2016, T-Mobile requested a prepaid MasterCard be mailed to Ms. [redacted]’s address of record for $823.31 which represents the entire balance owed on the second device of $613.31 plus the trade in value for the first device of $210.00.  Ms. [redacted] has expressed that she is satisfied with this resolution.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

April 6, 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 March 27, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding a handset order and billing. Please be advised that on December 30, 2016 a handset replacement was ordered for Ms. [redacted]’s non-working handset, and it was shipped to her on December 31, 2016.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.    T-Mobile records indicate that that the replacement handset was received at T-Mobile’s return warehouse on January 17, 2017. Due to an inadvertent error, Ms. [redacted] was charged $849.73 for a non-return fee and applicable taxes on February 15, 2017.    Please be advised that on March 24, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $849.43 for the return fee and applicable taxes. Additionally, on March 28, 2017, T-Mobile canceled Ms. [redacted]’s account pursuant to her request. Furthermore, T-Mobile has applied credits totaling $501.95 on March 28, 2017 and April 4, 2017 for monthly service charges, a payment processing fee, and equipment lease charges plus applicable taxes bringing the account to a zero balance. Finally, T-Mobile will follow up on Ms. [redacted]’s final billing statement to ensure the account remains closed with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].     Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response