T-Mobile Usa Inc

June 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 June 2, 2017, regarding the above-referenced account.
We regret to hear of Mr. [redacted] concerns regarding his T-Mobile service and billing. T-Mobile records confirm that Mr. [redacted] canceled his account on October 12, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 10th of one month to the 9th 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, Mr. [redacted] was billed correctly through November 9, 2016.
A review of the account confirms that Mr. [redacted] had initiated a JUMP! On Demand lease for a LG Stylo 2 device. It is important to note JUMP! On Demand customers are responsible for and agree to at the time of lease signing a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed however, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. As Mr. [redacted] did not return the LG Stylo 2, he was billed $234.29 for the purchase price option. It is T-Mobile’s position this charge is valid and owed.
Upon speaking to Mr. [redacted] on June 9, 2017, he indicated he would receive a refund for the account since there was a credit balance. We explained the credit balance was prepayment for an Apple iPhone 6s Plus Mr. [redacted] had made and once processed that balance would go toward that device payment. Therefore, a refund was now owed to Mr. [redacted].
However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile has issued a credit of $454.15 to the above-referenced account bringing the account to a zero balance, which includes a collection fee. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience this matter may have caused 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.
Belen L[redacted]
Executive Response

May 10, 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 30, 2017, regarding the above-referenced account.
T-Mobile is sorry to hear of Ms. [redacted]’ concerns with the ending of her lease agreement and the additional financing options provided. Please be advised that T-Mobile strives to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
T-Mobile records confirm that on August 17, 2015, Ms. [redacted] entered into a lease agreement with our JUMP! On Demand program “(JOD”) with one iPhone 6 device with 16GB of memory and one iPhone 6 Plus device with 16GB of memory. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. A customer may choose to purchase their leased device at any time during the 18-month lease term. A lease buyout must be completed at a Retail Location or through Customer Care. The customer is responsible for the remaining lease payments, the purchase option price and all applicable taxes. Once paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statement.
T-Mobile records confirm that Ms. [redacted] completed the 18-lease payments and her billing statement dated February 19, 2017, reflected two onetime charges in the amount of $174.33 and $203.94 for the purchase option for her iPhone 6 device with 16GB of memory and one iPhone 6 Plus device with 16GB of memory respectively.
Please be advised that for JOD customers who chose to keep their devices and that are facing the end of their lease T-Mobile provides an additional financing option called the Finance the Purchase Option Price. The Purchase Option Price is a no-interest, nine month installment plan to purchase their device. This is also referred to as Purchase Option Installment Plan (“POIP”). Taxes on POP are due at time of POIP creation. The Primary Account Holder and the Billing Responsible Party are the only ones who can set up POIP in all channels.
In reviewing Ms. [redacted]’ account our records confirm that Ms. [redacted] attempted to entered into the POIP in several occasions. Further review confirms that only one device; the iPhone 6 device with 16GB of memory was successfully entered into a POIP on April 27, 2017.
In regards to Ms. [redacted]’ concerns with her services being suspended, T-Mobile records confirm that the account was suspended for non-payment on March 30, 2017, and April 8, 2017. Please note that in both occasions services were restored same day and T-Mobile waive the restore from suspension fees each time.
In an effort to amicably resolve this matter, on May 10, 2017, T-Mobile credited both purchase option charges in the amount of $174.33 and $203.94 updating Ms. [redacted]’ account balance to $194.76 due by May 11, 2017. In addition, T-Mobile placed a hold in collections through May 19, 2017, to allow Ms. [redacted] additional time to remit payment. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted] Executive Response

March 26, 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 March 17, 2016, regarding the above-referenced account. Please be advised that Mr. [redacted] is not an authorized user on the above referenced account, however, on March 21, 2016, T-Mobile was able to contact the billing responsible party, [redacted], and come to an agreeable resolution. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that she should expect excellent coverage in her area. Regretfully, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. A review of the account confirms that Ms. [redacted] was subscribed to our Simple Choice Unlimited plan totaling $100.00 per month which includes unlimited calling, unlimited texting, and unlimited mobile data for both her mobile numbers ending in [redacted] and [redacted]. Additionally, Ms. [redacted] has one Mobile Internet (“MI”) line which is subscribed to our Free 200MB data plan which includes up to 200MB of data at no cost. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. 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. Further review of Ms. [redacted]’s account confirms that she is paying for six devices utilizing our EIP option totaling $150.63 in monthly installment payments. Please note, this amount includes two Samsung Galaxy Note 4’s at $31.24 each per month, an iPhone 6S Plus 16GB Gold for $31.00 per month, an iPhone 6s Plus 64GB Rose Gold for $28.00 per month, a Samsung Galaxy Note tablet for $29.15 per month, and an Apple Watch for $16.63 per month. Based on the above mentioned monthly access charges and EIP’s, Ms. [redacted]’s estimated billing statement totals $250.63 plus taxes and applicable fees. After careful review of Ms. [redacted] past billing statements, she has been billed in accordance with the selected rate plan and devices. Our records confirm that on March 10, 2016, and March 15, 2016, Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] were canceled when she transferred them to another service provider. Furthermore, on March 17, 2016, Ms. [redacted] requested cancellation of her MI line ending in [redacted], which has been set to cancel at the end of her billing cycle dated April 13, 2016. Pursuant to T-Mobile’s policy, if a customer has an open EIP balance and the account becomes canceled, any remaining EIP balance will be accelerated and due on the final billing statement. Therefore, it is our position that any final EIP charges assessed to the final billing statement would remain valid and owed. Nevertheless, in an effort to amicably resolve the matter T-Mobile has agreed to close the remaining installments associated with both of the Galaxy Note 4’s mentioned above. Additionally, we have agreed to credit the remaining installments on the above mentioned iPhone 6s 16GB Gold, iPhone 6s Plus 64GB Rose Gold, Samsung Galaxy Note tablet, and Apple Watch, if they are returned to my attention in good working condition with no physical or liquid damage within 30 days of the date of this letter to: Executive Response Attention: Taylor B[redacted] Albuquerque, NM 87107 Upon receipt of the handsets, T-Mobile will close out the remaining EIP balance for all devices which will leave the account closed with a zero balance. T-Mobile recommends that Ms. [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account. 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. Taylor B[redacted] Executive Response

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

January 26, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, 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 January 13, 2018, regarding the above-referenced account.  T-Mobile records indicate that the account holder, Ms. [redacted], has designated Mr. [redacted] as an authorized user on the account.  Please be advised that T-Mobile attempted to contact Mr. [redacted] without success.  At this time, T-Mobile will respond to you and Mr. [redacted] with this letter.T-Mobile regrets that Mr. [redacted] has concerns with the recent payment arrangements on the account.  T-Mobile’s records from December 26, 2017 indicate that a payment arrangement was set for $40.00 to be paid on January 9, 2018, and $101.40 was to be paid by January 11, 2018; to ensure active service.  On December 26, 2017, a future dated payment in the amount of $40.00 was scheduled to be processed on January 9, 2018.  On January 9, 2018, T-Mobile processed the payment although the payment was declined due to insufficient funds, which caused the payment arrangement for January 9, 2018 to fail.  The payment was not made manually by Ms. [redacted] and on January 12, 2018, T-Mobile suspended Ms. [redacted]’s account as a result of non-payment and due to the failed payment arrangements.   As of January 25, 2018, Ms. [redacted]’s account reflects a total balance due in the amount of $354.72, of which $228.28 is past due and must be paid in order for services to be resumed.  Ms. [redacted] may remit payment via the T-Mobile application in her handset, from her online account at www.T-Mobile.com, or by calling our automated system by dialing 611 from her handset or by calling 800-937-8997.  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.Ally Y[redacted]Executive Response

Revdex.com:From: [redacted] [mailto:[redacted]] Sent: Tuesday, September 20, 2016 5:10 PMTo: Complaints <[email protected]>; Complaints <[email protected]>Subject: Re: You have a new message from the Revdex.comThanks, Revdex.com! You are great.I believe this complain is...

resolved. I just received Rob's call from T-Mobile. He is very professional and kind, and processed my order similar to my request.  Best regards,[redacted]

May 1, 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 April 16, 2017, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted], however our attempts have been unsuccessful.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account balance. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to release any account details. 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, he 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.
Diana J[redacted]
Executive Response

September 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 September 20, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Ms. [redacted] remained unsatisfied with our response to your office. Upon contacting Ms. [redacted] on September 26, 2017, regarding her on-going payment concerns, she explained that her bank has confirmed that they do use the third party vendor, Noventis, to complete her on-line bill pay payments. As such, she is continuing to work with Noventis to ensure her payments are applied appropriately.   Please note that besides AutoPay, T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Our customers can make one time payments with a check or credit card online, over the phone or through our T-Mobile app at no additionally cost and without worry of the account being saved for future access. We apologize for any inconveniences this has caused Ms. [redacted] and appreciate the opportunity of addressing 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.   Christina S[redacted] Executive Response

June 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 6, 2016, regarding the above-referenced file number. Please note upon speaking with Mr. [redacted] he identified himself as the same person as Mr. [redacted] and was able to verify additional security questions to confirm his identity. We regret any inconvenience this may have caused and we are happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile records reflect that on April 28, 2016, Mr. [redacted] purchased three Apple iPhone 6 Plus devices and one Apple iPad Mini device. Mr. [redacted] was required to remit a payment of $218.20 at the time of purchase for his equipment. Please note, T-Mobile received two of Mr. [redacted]’s Apple iPhone 6 Plus devices and his Apple iPaid Mini back at our warehouse; therefore on May 14, 2016, he was refunded $45.50, on May 17, 2016, he was refunded $81.70, and on May 18, 2016, he was refunded $45.50 to the original payment source for the returned devices. Regretfully, T-Mobile has no record of receiving Mr. [redacted]’s third Apple iPhone 6 Plus device. Nevertheless, in an effort to amicably resolve this matter, on June 9, 2016, T-Mobile refunded Mr. [redacted] the additional $46.30 difference for his remaining Apple iPhone 6 Plus device. Mr. [redacted] will receive the refund within seven to ten business days in the form of a prepaid debit card mailed to the billing address on file. Upon speaking with Mr. [redacted] he accepted this as full resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

March 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 Pre-Paid No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2016, regarding the above-referenced pre-paid mobile number. 
T-Mobile regrets that Mr. [redacted] still has concerns with the refund that was previously approved. 
Mr. [redacted] will receive a refund in the amount of $65.00; this refund should be received by April 1, 2016, which will be 10 business days from the date the request was approved.  If Mr. [redacted] has not received the refund by the end of the day on April 1, 2016, he may contact me on my direct number below and we will track the refund.
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.
Ally Y[redacted]
Executive Response

October 2, 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 September 19, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns within this correspondence.
T-Mobile regrets any ongoing billing concerns Ms. [redacted] has regarding the above-referenced account and we appreciate the opportunity to provide the necessary details. T-Mobile records indicate that on October 28, 2014, Ms. [redacted] activated her account with mobile numbers ending in 8592 and 9132. Ms. [redacted] is subscribed to the T-Mobile ONE rate plan at a cost of $110.00 per month which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 4G/LTE speeds depending on device capability. It is important to note that Ms. [redacted] is eligible to receive a $5.00 reduction per line of service if she is enrolled in the AutoPay feature; which, at this time, T-Mobile records indicate the account is not enrolled in AutoPay.
T-Mobile records confirm that on August 31, 2015, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering. Ms. [redacted] purchased a Samsung Galaxy Grand Prime for the total purchase price of $229.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was required to remit a down payment in the amount of $102.00; and, she agreed to a series of 24-monthly installment payments in the amount of $5.34. Additionally, on July 1, 2016, Ms. [redacted] purchased a Samsung Galaxy S6 Edge Gold handset on an EIP for the total purchase price of $329.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was required to remit a down payment in the amount of $180.00; and, she agreed to a series of 24-monthly installment payments in the amount of $6.25. Therefore, Ms. [redacted]'s monthly recurring charge was $121.59. It is important to note, that as of the date of this letter, the Samsung Galaxy Grand Prime handset has been paid off and will no longer be reflected on Ms. [redacted]’s billing statement moving forward.
At the time of purchase, T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it met 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. Please be advised that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. It is important to note that additional insurance features are available; however, T-Mobile records confirm that Ms. [redacted] elected not to add the insurance feature that covers, but is not limited to, liquid or physical damage to the handset. Please be advised that in Ms. [redacted]’s correspondence to your office she states that she contacted T-Mobile about a defective Samsung Galaxy S6 Edge handset. T-Mobile records indicate that on January 18, 2017, Ms. [redacted] contacted T-Mobile Customer Care about the handset overheating and cracking her screen. Ms. [redacted] was referred to Samsung whom is the manufacturer of the handset to inquire about the options available to her due to not having device protection through T-Mobile. Ms. [redacted] may contact Samsung directly at 800-726-7864.
In Ms. [redacted]’s correspondence to your office she states that her rate plan was changed without her authorization and that she was double billed in August 2017. Please be advised T-Mobile records confirm that Ms. [redacted] has changed her rate plan on several occasions and the account was fully verified by her and done with her consent. Additionally, T-Mobile records do not indicate Ms. [redacted] was double billed in the month of August 2017. It is important to note that Ms. [redacted] had a rolling past due balance month over month.
Please be advised that Ms. [redacted]’s account is billed by a system known as “bill current”, meaning that payment for services are paid in advance. T-Mobile records confirm that Ms. [redacted]’s billing cycle runs from the 29th of one month to the 28th of the following month and is due on the 21st after the bill cycle closes.
T-Mobile records confirm that Ms. [redacted]’s billing statement dated May 29, 2017, reflected a total balance due in the amount of $224.38. Please be advised that $112.33 was considered past due and consisted of monthly access charges, applicable taxes, and fees. Ms. [redacted] was assessed $112.05 in monthly access charges, as well as applicable taxes and fees for services between May 29, 2017, and June 28, 2017, which was due in full by June 21, 2017. Ms. [redacted] remitted a payment on June 3, 2017, in the amount of $56.16, and a payment in the amount of $56.17 on June 9, 2017. Please be advised Ms. [redacted] was charged a deposit in the amount of $20.00 during this bill cycle for changing the line of service she had from a Mobile Internet line to a voice line of service.
Ms. [redacted]’s billing statement dated June 29, 2017, reflected a total balance due in the amount of $263.44. Please note that $132.05 was considered past due. Ms. [redacted] was assessed $151.39 in monthly access charges, EIP charges, applicable taxes, and fees for services between June 29, 2017, and July 28, 2017, which was due in full on July 21, 2017. Ms. [redacted] remitted a payment in the amount of $55.00 on July 9, 2017, and a payment in the amount of $57.00 on July 16, 2017. Additionally, T-Mobile applied an account credit in the amount of $20.00 on July 9, 2017.
Ms. [redacted]’s billing statement dated July 29, 2017, reflected a total balance due in the amount of $253.03. Please note that $131.44 was considered past due. Ms. [redacted] was assessed $121.59 in monthly access charges, EIP charges, plus applicable taxes and fees for services between July 29, 2017, and August 28, 2017, which was due in full on August 21, 2017. Ms. [redacted] remitted a payment in the amount of $75.00 on August 29, 2017.
Ms. [redacted]’s billing statement dated August 29, 2017, reflected a total balance due in the amount of $301.33. Please note that $178.03 was considered past due. Ms. [redacted] was assessed $123.30 in monthly access charges, EIP charges, applicable taxes, and fees for services between August 29, 2017, and September 28, 2017, which was due in full on September 21, 2017. Please be advised that on August 30, 2017, T-Mobile applied a one-time courtesy credit in the amount of $100.00; and that Ms. [redacted] remitted a payment in the amount of $48.03 on September 18, 2017, and a payment in the amount of $40.00 on September 22, 2017, which resulted in a balance due of $113.30.
As such, as a means to amicably resolve Ms. [redacted]’s concerns, T-Mobile is offering to apply a one-time courtesy account credit in the amount of $30.00. Additionally, T-Mobile is offering to replace Ms. [redacted]’s handset at a cost of $175.00 which is the price of the deductible should Ms. [redacted] carry insurance on her handset. Should Ms. [redacted] wish to accept this offer, she may contact me directly at the number listed below no later than October 13, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

May 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated April 18, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same person. Please be advised that we have attempted to contact Ms. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her account balance. T-Mobile records confirm that on May 27, 2013, Ms. [redacted] activated the above-reference postpaid account with the mobile numbers ending in 2[redacted]
T-Mobile records also confirm that on September 16, 2015, Ms. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offer with the lease of an LG G4 Leather Brown handset. Ms. [redacted] was not required to pay a capital cost reduction and then agreed to a series of 18 monthly lease payments in the amount of $19.99.
Regretfully, on April 12, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when Ms. [redacted] ported the number to another service provider. T-Mobile records confirm that on December 2, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”). Additionally, on December 15, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled at Ms. [redacted]’s request.
Records confirm that Ms. [redacted]’s mobile number ending in [redacted] remained active and in use on the account. T-Mobile does not have record of a request for cancellation from Ms. [redacted] for the remaining line of service.
It is important to note that as full payment for the balance owed had not been received, on January 17, 2017, Ms. [redacted]’s account reflected a past due amount of $323.34, for the billing cycle charges from October 17, 2016, through December 16, 2016. Ms. [redacted]’s billing statement reflected new charges of $47.68 for the billing period of December 17, 2016, through January 16, 2017, increasing the balance owed to $371.02. Please note that Ms. [redacted]’s account reflected a total data usage of 30.65 gigabytes (“GB”) of data during the December 17, 2016, through January 16, 2017 billing cycle.
As payment was not received for the balance owed, Ms. [redacted]’s balance owed carried forward to her February 17, 2017 billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $412.70. On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $386.70. As payment was not received for the full balance owed, it carried forward to Ms. [redacted]’s March 17, 2017, billing statement which reflected a balance owed of $134.25 for the accelerated charge of $119.94 for the above-referenced LG G4 handset, $5.00 late invoice charge and $9.31 in taxes, increasing the balance owed to $520.95. On April 13, 2017, T-Mobile applied a credit of $134.26, for the final billing statement total, reducing the balance owed to $520.95.
It is T-Mobile’s position that the balance remains valid and owed. As a result of non-payment, on April 19, 2017, Ms. [redacted]’s account was transferred to AmSher, a third-party collection agency. Ms. [redacted] may remit payment directly to AmSher by contacting them at 877-322-9724.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to international charges on his T-Mobile billing statement. T-Mobile records indicate that on July 20, 2017, T-Mobile issued a billing statement with the due date of August 12, 2017, in the amount of $2,270.87 which included Roaming and International calling charges from June 20, 2017, to July 19, 2017, in the amount of $1,974.20, and monthly access charges taxes and fees from July 20, 2017, in the amount of $296.67.
Please be advised that T-Mobile cannot substantiate Mr. [redacted]’s allegations of fraud regarding his Roaming and International call charges. However, on July 26, 2017, and July 27, 2017, in an effort to amicably resolve this matter, T-Mobile issued two billing credits totaling the amount of $1,947.38 as a gesture of goodwill, updating Mr. [redacted]’s balance to $323.49. In addition, an international roaming block was applied to all of Mr. [redacted]’s mobile lines at his request. Mr. [redacted] was satisfied with this offer as a resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Cesar R[redacted]
Executive Response

June 19, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced account.  We are pleased to report that we have contacted Ms. [redacted] and are actively working to address her concerns.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding her coverage experience. Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.    It is important to note however, that T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues.    As Ms. [redacted] has stated that this has not been her experience within the coverage area, on June 9, 2017, T-Mobile has engaged our local engineering team to perform additional troubleshooting of her location and equipment. On June 16, 2017, T-Mobile found that Ms. [redacted]’s coverage area is dominantly serviced with by our LTE signal and that Ms. [redacted] had not enabled LTE on the device, which could have caused Ms. [redacted] not to receive the best service available. As such, T-Mobile provided Ms. [redacted] with the troubleshooting steps to enable the LTE service on her device and we will continue to monitor her experience.   Although, it is T-Mobile’s position that Ms. [redacted] has been billed accordingly based her usage and selected rate plan and service, as a gesture of goodwill and in an effort to amicably resolve her concerns, T-Mobile has issued a one-time credit for $50.00 for half of her monthly charges. We will continue to work with Ms. [redacted] and ensure that her service fits her needs.   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

Revdex.com:
Thank you so much your time to review this issue. I would appreciate if T-Mobile investigating and advice to ALL people who working for T-Mobile to be awareness about VRS/TTY etc BUT... the TTY is not exist anymore. My point is, my goal T-Mobile to provide BEST service for people with disability. I would say T-Mobile in 95% of access whatever we need. I hope T-Mobile improve to be 100% as they accept ALL VRS or whatever. Thank you so much and I accepted your considered offer. :) Have a good day!
[redacted]

April 5, 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 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his coverage concerns as well as his JUMP! On Demand concerns.
JUMP! On Demand is a new 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.
JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
As such, when Mr. [redacted] canceled his T-Mobile account on March 8, 2017, he elected to return his Apple iPhone 7 Plus which was leased on our JUMP! On Demand program, he was assessed the remaining balance of his lease term in the amount of $448.00 plus applicable taxes on his final billing statement dated March 17, 2017. Furthermore, Mr. [redacted]’ was assessed the purchase option price of $193.99 plus applicable taxes on his final billing statement.
It is T-Mobile’s position that Mr. [redacted]’ lease buy out of $448.00 plus applicable taxes is valid. Mr. [redacted] elected to remit payment on March 22, 2017 in the amount of $1,117.50 which included Mr. [redacted]’ lease buy out, purchase option price and his remaining monthly recurring charges.
However as Mr. [redacted] did return his handset to T-Mobile, T-Mobile has agreed to send Mr. [redacted] a refund in the amount of $212.90 which represents the purchase option price plus applicable taxes for his Apple iPhone 7 Plus. Mr. [redacted] refund should arrive within seven to ten business days at the address provided to your office in the form of a prepaid refund card. T-Mobile regrets any inconvenience to Mr. [redacted].
Please be advised that our Customer Proprietary Network Information, or "CPNI", is a particular form of personal information that is generated from the telecommunications services we provide to Mr. [redacted], CPNI includes, for example, the numbers called, the date and time of calls, the rate plan that applies to the calls made, the number of wireless lines subscribed to, call location information, and certain other information that appears on customer’s monthly billing statements. Mr. [redacted]’ name, address, and wireless telephone number are not CPNI, nor is information about the use of our data services, but are otherwise covered by this policy as personal information. Under federal law, Mr. [redacted], as a customer, has a right, and we have a duty, to protect the confidentiality of CPNI. Consistent with this duty, we protect the confidentiality of CPNI, and only disclose it as required or to comply with applicable laws and regulations. However, it is important to note that T-Mobile does not sell, rent, or lease personal information about customers to third parties for their marketing purposes.
As Mr. [redacted] claim of a CPNI breech is with the outside collection agency that was assigned to his account for pre-collection notifications, T-Mobile will forward his concerns to the appropriate party for review.
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

January 25, 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 20, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted], who is listed as an authorized user on Mr. [redacted]’s account and she confirmed that their concerns have been resolved to their satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with the iPhone 7 Trade Up promotion. Between September 9, 2016, and September 25, 2016, T-Mobile offered new and existing postpaid customers the opportunity to trade in their fully paid off iPhone for a discount when purchasing a new iPhone 7. In order to be eligible for the offer customers were required to finance their new iPhone 7 purchase through the Equipment Installment Program (“EIP”) and were required to return their fully paid off iPhone device to T-Mobile. T-Mobile records confirm that on September 20, 2016, Mr. [redacted] purchased an iPhone 7 32GB Rose Gold for mobile number ending in [redacted] and also purchased an iPhone 7 128GB Jet Black for mobile number ending in [redacted]. Mr. [redacted] elected to finance the equipment through EIP wherein he paid a down payment of $99.99 for the iPhone 7 128GB device, and agreed to pay for the remaining cost of both devices totaling $1,299.98 in 23 monthly installments of $54.18 and one final installment of $53.84. Further records confirm that Mr. [redacted] traded in an iPhone 6 and an iPhone 6 Plus toward the above purchase. Customers who traded in an iPhone 6 variant were eligible to receive trade in credits and monthly promotional credits totaling $649.99. Unfortunately, there is no record that Mr. [redacted]’s iPhone 6 devices were received by T-Mobile. As such, Mr. [redacted] does not qualify for the iPhone 7 Trade Up promotion. Nevertheless, in an effort to amicably resolve this issue, T-Mobile closed the EIP loans for the above iPhone 7 devices and waived the remaining balance of $1,083.27. Furthermore, T-Mobile applied a credit of $216.71 to Mr. [redacted]’s account, which reduced his account balance to a credit balance of $216.71. Therefore, between the EIP loan balance waiver and the account credit, Mr. [redacted] received the full benefit of his iPhone 6 trade in devices totaling $1,299.98. Mr. [redacted] may verify the EIP loans are closed and may verify his credit balance by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

August 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted].
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 23, 2017, regarding the above-referenced account. As your office is aware, [redacted] is designated as an authorized user of the above-referenced account. T-Mobile has attempted to contact Mr. [redacted] which has proven unsuccessful.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our Executive Response Team.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding our previous response to your office regarding the above file number. Please be advised that Mr. [redacted] may request that the refund card sent to him on April 4, 2017, be converted to a paper check or electronic funds transfer by contacting Citibank, the issuer of the card. Instructions are provided with the card explaining how to request a paper check.
It is important to note that T-Mobile has contacted Mr. [redacted] on several occasions which have proven unsuccessful on the following dates:
• April 14, 2017;
• April 18, 2017;
• June 27, 2017;
• June 30, 2017;
• July 18, 2017;
• July 20, 2017;
• July 21, 2017; and
• August 1, 2017
To amicably resolve this matter, on August 1, 2017, T-Mobile offered Mr. [redacted] (via email) to refund him a total of $382.00 within one to three business days to his financial institute, provided that he contact me within 30 days of this letters date, at the number provided below, with his bank account information that is needed for a money transfer to that account.
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 L[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:Perhaps if they had not changed the towers they were utilizing to serve our area, we would still have service. Did they cancel their contract with another service whose telecommunications tower allowed our service or did they lose their contract with them. Why, have we had service for four years and then overnight it was gone?The first representative I spoke to stated that they had changed their towers and that was why we no longer had service.Sincerely,[redacted]

June 23, 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 June 20, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] has chosen another wireless service provider and that there are concerns regarding his final bill. Please note that when service is cancelled the associated online account is cancelled as well. When this occurs the paperless billing feature is removed from the account and customers then receive a paper statement. Upon speaking with Mr. [redacted] he has confirmed he has now received the paper statement mailed to him.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile credited the final balance due of $141.17. The account remains closed with a zero balance. We regret 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.
David T[redacted]
Executive Response