T-Mobile USA review: Internet service

Subject: Urgent: Immediate Access to Account Records & Security Investigation – Account #[protected]
Inbox

Jenna Salerno
Aug 26, 2025, 10:39 AM
to me, bcc: fcccomplaints, bcc: consumer, bcc: board.secretary

Dear T-Mobile Executive Relations / Fraud Department,

I am writing regarding my T-Mobile Home Internet account (#[protected]). Since August 3, 2025, I have repeatedly attempted to obtain full account records, including all billing statements, support tickets, and correspondence related to service activation issues, unauthorized account changes, and confirmed security breaches. Despite my repeated requests via chat portals and phone calls, I have not been provided access to these records, nor have I been given a proper supervisor or escalated to Executive Relations as promised.

The confirmed security issues on my account occurred around the week of August 12, 2025, yet I have received no investigation results or correspondence. This delay constitutes a failure to safeguard my personal information and is a serious violation of my privacy rights under federal law, including the Federal Trade Commission Act (15 U.S.C. § 45) regarding unfair or deceptive acts or practices, and the Gramm-Leach-Bliley Act (15 U.S.C. §§ 6801–6809) regarding the protection of personal financial information.

In addition, under New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.), I have a right to timely, accurate, and complete records concerning my account. Withholding my account documents, denying paper billing, and failing to provide proper escalation or investigation information constitutes a violation of state consumer protection laws.

I am formally requesting:

Immediate access to complete documentation of all communications, actions, and network activity related to my account, including IP addresses, device serial numbers, MAC addresses, and any surveillance or monitoring of account activity.

The full transcript of my calls and interactions with all T-Mobile agents, including the agent who handled my call(s) regarding these security concerns, and that this agent’s conduct be investigated.

Written results of the investigation into unauthorized access or fraud, including actions taken to protect my identity and account.

Confirmation that my service remains fully active and operational while this matter is resolved.

Immediate correction of billing issues, including the $75 charge incorrectly applied to my account, and restoration of my requested paper billing.

Compensation for the confirmed security issues, the improper handling of my account, and the ongoing risk to my personal information.

I expect a prompt written response confirming receipt of this request and providing a firm timeline for delivery of all records, investigation results, and resolution of all service and billing issues. Failure to provide this information may result in filing formal complaints with the FCC, the Federal Trade Commission, and the New Jersey Board of Public Utilities, as well as pursuing all available legal remedies.

Sincerely,
Jennifer Monticello