T-Mobile Usa Inc

July 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced regarding equipment pricing and rate plan discountT-Mobile strives to offer the best possible pricing on equipment and servicesWhile T-Mobile provides several programs, like Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”), which offer our customers the ability to place equipment on either a lease or purchase installment programA payment is required at the time of lease or purchase for the sales tax of the full retail price of the equipment and in certain situations a down payment may be required as wellThe amount due at the time of lease or purchase is different for every customer and is dependent upon multiple factors including credit history
T-Mobile records confirm that Ms*** activated service on June 22, 2017, and the account is currently subscribed to our T-Mobile One rate plan which starts at $for one line of service and provides unlimited talk, text, and dataT-Mobile offers corporate discounts to individuals who are active employees at large businesses included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThere are eligibility requirements to participate in this program including rate plan requirementsAs the T-Mobile One rate plan is a heavily discounted rate plan, it is currently ineligible to receive additional discounts through the Advantage Program
T-Mobile contacted Ms*** and in effort to amicably resolve matter, offered to provide the account a manual credit of $which is equivalent to a year of Advantage Program discountFollowing the adjustment, the account currently reflects a credit balance of $which will be applied towards future billed chargesT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jamen F*
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you so much for your help.Sincerely, *** ***

I accept this and aappreciate Zach helpIt is the third party that gave me trouble
Business Bureau:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

May 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 15, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** may have experienced in regards to the above-referenced accountOn April 16, 2016, T-Mobile records reflect Ms*** purchased a Certified Pre-Owned iPhone 6s Plus handset on an Equipment Installment Plan (“EIP”)Please note that by purchasing T-Mobile equipment, Ms*** receives a Limited Warranty provided by the manufacturer of her handsetDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsIt is important to note, with our Handset Exchange Program, T-Mobile will replace the customer’s handset with a new or like new handset
Upon review of Ms***’s account, this warranty was extended as she was subscribed to the optional JUMP! featurePlease be advised that in addition to providing Ms*** with an extended warranty, T-Mobile’s JUMP! feature also provides handset insurance
T-Mobile records indicate Ms*** processed a warranty exchange on April 20, Accordingly, as stated above, Ms*** received a new or like new handsetIn Ms***’s correspondence to your office, she states that she was advised that after three replacements, T-Mobile will replace her handset with a new handsetPlease be advised T-Mobile does not offer any such programT-Mobile regrets any misinformation
Nevertheless, upon speaking with Ms*** on May 25, 2017, as a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile offered to designate her account as well-qualified so that she could take advantage of the lowest down payment available or zero down payment depending on the handset she choosesAlternatively, T-Mobile offered to replace Ms***’s device through the Handset Exchange ProgramAs a third option, T-Mobile offered to allow Ms*** to return her handset and close the EIP so that she would not remain responsible for the remaining balanceRegrettably, Ms*** declined all of the options offered to herShould Ms*** decide to take advantage of any of the aforementioned options, she may contact me at the number listed below
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms*** recent contact with our Customer Care and visit to our retail location
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carlos T***
Executive Response

December 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 15, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Ms*** and resolved the matter to her satisfactionWe regret any concerns Ms*** has experienced regarding the recall of the Samsung Galaxy Note handset as well as any billing concerns she has experienced as a result of the recallOn September 29, 2016, Ms*** purchased a Samsung Galaxy Note handset through our Equipment Installment Plan ("EIP") program wherein she was required to remit payment for the tax on the full retail price and agree to monthly installments of $Please be advised that upon the return of a Samsung Galaxy Note handset to a T-Mobile store, the amount paid at the time of sale is immediately refunded to the customer, a credit is applied toward the account for the remaining EIP balance, and then the EIP balance is closed in order to be reflected on the following billing statementIt is important to note that customers are expected to pay their regular monthly bill in order for the Samsung Galaxy Note return credit to be correctly applied toward the pending EIP balance chargeAccording to our records, on October 26, a payment in the amount of $posted towards Ms***’s accountOn October 13, 2016, upon the return of Ms***’s Samsung Galaxy Note handset her account was credited in the amount of $for cost of the Samsung Galaxy Note handsetPlease note that this credit satisfied the balance of $from Ms***’s billing statement dated October 7, 2016, which resulted in a remaining credit balance of $Ms***’s billing statement dated November 7, 2016, consisted of the above-referenced credit balance of $435.03, monthly access charges, monthly EIP installments, remaining EIP balance for the Samsung Galaxy Note handset, applicable taxes, and fees for a total balance of $which was due on November 27, On November 19, 2016, upon speaking to Customer Care, T-Mobile applied a courtesy credit towards Ms***’s account in the amount of $On November 27, 2016, a payment in the amount of $posted towards Ms***’s account reducing the balance to $Since that time, T-Mobile has not received further payment towards Ms***’s accountMs***’s billing statement dated December 7, 2016, consisted of past due charges in the amount of $from the billing statement dated November 7, 2016, monthly access charges, monthly EIP installments, monthly JUMP! On Demand (“JOD”) lease charges, applicable taxes, and fees for a total balance of $which is due on December 27, On December 10, 2016, Ms*** cancelled her accountIf a customer has an open EIP or JOD lease and the account is canceled, any remaining open EIP balance and monthly JOD lease payments on the canceled account are accelerated and become due with the final billing statementThis information is disclosed within the EIP and JOD lease agreement provided at the time of purchaseNevertheless, in an effort to amicably resolve the matter and upon speaking to Ms***, on December 22, 2016, T-Mobile has agreed to apply a credit in the amount of $1,toward Ms***’s account for her current balance of $and for the forthcoming JOD lease charges for the Samsung Galaxy SEdge handset in the amount of $Ms***’s account remains closed with a zero balancePlease note that there are pending final EIP and JOD lease charges in the amount of $1,which will be reflected on Ms***’s forthcoming final billing statement dated January 7, This credit will reduce the amount of Ms***’s forthcoming final EIP charges to $1,It is T-Mobile’s positon that the charges are valid and owedPursuant to our conversation, Ms*** confirmed the matter is resolved and she has no further concernsWe regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

Complaint: ***
I am rejecting this response because:
I still haven't received the rebate and wish for the case to remain open until I do
Sincerely,
*** ***

July 14,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** has experienced regarding the transfer of her account to the third-party collection agency, AmSher, and we appreciate the opportunity to provide our response to this matterT-Mobile records confirm that, on January 6, 2016, Ms*** entered into a JUMP! On Demand ("JOD") lease for an iPhone 6S handset wherein she agreed to monthly lease installments in the amount of $plus applicable tax
At the end of the month JOD lease period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option price (“POP”)The POP is a portion of the total purchase cost of a device that customers agree to pay if they choose to keep the equipment after the end of the lease period, or cancel the service prior to the end of the lease period and do not return the equipmentThe POP amount may vary based upon equipment type
On December 5, 2016, a payment in the amount of $posted to Ms***’s account which satisfied her balance from the billing statement dated November 14,
T-Mobile records confirm that, on December 19, 2016, Ms***’s account was cancelled pursuant to her requestOn January 2, 2017, a payment in the amount of $posted to Ms***’s account which satisfied the balance from the billing statement dated December 14,
Ms***’s final billing statement dated January 14, 2017, consisted of accelerated JOD lease charges, POP, applicable taxes, and fees for a total balance of $which was due, on February 6, Due to continued non-payment, on April 14, 2017, Ms***’s account was transferred to the third-party collection agency, AmSher, for collection of the outstanding balanceIt is T-Mobile’s position that this balance is valid and owed
On July 10, 2017, a payment in the amount of $posted to Ms***’s account at which time her account was settled in fullT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response

December 20,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Prepaid No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 14, regarding the above-referenced prepaid number
T-Mobile regrets to hear that Mr*** has concerns in respect to the return of his recently purchased equipment. T-Mobile records reflect that on October 20, 2016, Mr*** purchased a Falcon Z-Mobile Hotspot to utilize on the above-referenced prepaid number. The total cost paid at that time was $
While Mr*** provides a tracking number that confirms a package was delivered, T-Mobile would not consider returned equipment received until the package was opened, inspected and checked into our warehouse. T-Mobile records do not reflect that the equipment was received
However, in an effort to amicably resolve the matter, on December 20, 2016, T-Mobile issued a refund to Mr*** for $104.94. Mr*** will receive his refund as a prepaid MasterCard issued by Citibank. He should anticipate receiving the card within seven to ten business days. T-Mobile regrets any inconvenience to Mr***
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-ext***
Very truly yours,
T-MOBILE USA, INC
David T***
Executive Response

August 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 13, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any concerns Mr*** experienced in regards to his Carrier Freedom Reimbursement offerThere are several requirements that need to be met to qualify for the Carrier Freedom reimbursementOne of the requirements is customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activationAdditionally, customers are required to port in their mobile number, trade in a handset, and purchase a handset utilizing T-Mobile’s Equipment Installment Plan (“EIP”) or JUMP! On Demand lease programT-Mobile records indicate that on December 1, 2015, Mr*** activated two voice lines of service and ported in the mobile numbers ending in *** and Additionally, Mr*** activated two Mobile Internet lines of service ending in *** and ***T-Mobile records confirm that on January 15, 2016, T-Mobile received Mr***’s documentation; however, it did not reflect the necessary information in order to process Mr***’s reimbursementTherefore, on the same day, T-Mobile attempted to reach Mr*** to request additional documentationUnfortunately, T-Mobile was unsuccessfulIn an effort to amicably resolve the matter, although it is outside the day timeframe, T-Mobile will allow Mr*** to resubmit his previous carrier’s billing statement within days of this letter, directly to my attention at ***Once received, T-Mobile will assess Mr***’s documentation and determine the amount due to Mr***T-Mobile will then send this amount to Mr*** in the form of a prepaid refund card to the billing address on fileMr*** may expect receipt of the card within seven to ten business days from the date of processingT-Mobile records indicate that on the date of activation, Mr*** qualified for and took advantage of our EIP offering with the purchase of the following equipment: • Alcatel One Touch Pixi tablet • Apple iPhone 6s Rose Gold handset • Apple iPhone 6s Plus Space Gray handset Additionally, on the same day, Mr*** qualified and took advantage of our JUMP! On Demand lease program offering with the lease of an Apple iPad Air Gold device with 16GBAt the time of Mr***’s handset purchases and lease, records indicate that the JUMP! feature was not added to the accountPlease note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting periodHowever, without this feature, Mr*** would be required to pay the entire EIP balance in order to upgrade his handsetT-Mobile records confirm that Mr*** has a remaining EIP balance of $for the Alcatel One Touch Pixi tablet, $for the Apple iPhone 6s handset, and $for the Apple iPhone 6s Plus Space Gray handsetIn an effort to amicably resolve the matter, T-Mobile will add the JUMP! feature to Mr***’s voice lines of service for $per month, per line of service and allow Mr*** to upgrade his handsetsPlease note that Mr*** must pay his handsets down to one-half of the original retail price of the deviceTherefore, Mr*** must pay $on the Alcatel One Touch Pixi tablet, $for the Apple iPhone 6s handset and $on the Apple iPhone 6s Plus handset in order to utilize the JUMP! upgrade programShould Mr*** wish to have the feature applied and upgrade his handsets, he may contact me directly at the number provided belowBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCDiana J*** Executive Response

March 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** ** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated February 19, 2016, regarding the above-referenced accountT-Mobile is pleased to report Mr*** concerns have been resolved to his satisfactionT-Mobile regrets any inconvenience Mr*** may have experienced with his account billing and handsetsT-Mobile has investigated this matter and our records indicate that on November 3, 2015, the above referenced account was activated and subscribed to the Simple Choice North America Unlimited Talk, Text plus Data rate plan with a monthly rate of $including mobile numbers ending in *** and *** plus a monthly rate of $for each additional line of service with mobile numbers ending in ***, ***, *** and ***Additionally mobile numbers ending in ***, ***, ***, ***, *** and *** subscribed to the Simple Choice Unlimited Data with 7GB HotSpot feature with a monthly rate of $per line of serviceT-Mobile records confirm that the first billing statement dated November 5, 2015, reflected a balance in the amount of $which was due on November 25, consisting of monthly recurring charges for services from November 5, to December 4, 2015, regulatory programs fee and applicable taxesBased on the above it is T-Mobile’s position Mr*** was bill in accordance with his rate planIt is important to note that pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipA review of the account confirms that Mr*** payments that were due on November 25, and December 25, 2015, were not received on timeT-Mobile provided Mr*** with text messages and a billing notification providing the payment due dateAs payments were not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr*** made a payments on December 4, and January 4, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service on both occasionsAs such, Mr*** January 5, 2016, billing statement reflected a balance of $consisting of monthly recurring charges for services from December 14, to January 13, 2016, restore fees, regulatory program fees and applicable taxesOur records confirm that Mr*** canceled his account on January 5, 2016, when he ported his mobile numbers to another service providerMr*** billing cycle ran from the 5th of one month to the 4th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr*** was billed through February 4, However as a courtesy and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from January 5, to February 4, plus six restore fees and applicable taxesDevice unlock codes are provided as a courtesy to our customers for their T-Mobile equipmentPursuant to T-Mobile policy, when a device unlock code is requested for a postpaid account, the following requirements must be met: • Any open Equipment Installment Plan associated with the handset must be paid in full; • The customer has paid an Early Migration Access Charge for the Classic Plan line of service and migrated it to a Simple Choice rate plan; • Device has been active on the T-Mobile network for days; • Account in good standing with no past due amounts, no suspension, no cancellation or write-off status; • Continuous device usage for at least seven (7) days; and • Has not requested an unlock code for the same line of service in the last days• No more than two (2) unlocks per line of service in the past months• Device is sold through T-Mobile or a T-Mobile authorized dealer Please note that Mr*** account met all of the above outlined requirements necessary to receive a Mobile Device Unlock code for his devicesAs such, on March 3, 2016, T-Mobile provided Mr*** with the instructions needed to unlock his devices via the unlock applicationMr*** advised his concerns have been resolvedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLizette C*** Executive Response

June 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced in regards to the Carrier Freedom Reimbursement offerT-Mobile records confirm that on March 24, 2017, Ms*** activated a postpaid account with two voice lines of serviceOn the day of activation, Ms*** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus Black 32GB handsetMs*** was required to make a down payment of $and then agree to a series of monthly installments of $
Records confirm that on that day, Ms*** also purchased two SIM starter kits for $eachTherefore, Ms***’s total that day was $At the time of purchase, Ms*** tradan Apple iPhone Plus Gold 16GB handsetAs a result, Ms*** received a travalue of $118.00, of which, $was applied to her purchase, reducing the balance owed to zeroThe remaining credit of $was applied to Ms***’s account as a bill credit on the same day
On March 27, 2017, Ms*** qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an LG GBlack handsetMs*** was required to make a down payment of $and then agreed to a series of monthly installments of $T-Mobile records indicate that at the time of purchase, a trahandset was not receivedTherefore, Ms***’s account did not receive a device tracredit
As part of T-Mobile’s Carrier Freedom Reimbursement offer, T-Mobile will reimburse up to $per device or up to $per early termination feeIt is important to note that there are several requirements that need to be met to qualify for the Carrier Freedom ReimbursementOne of the requirements is customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com, within two (2) months of activationAdditionally, customers are required to port in their mobile number, traa handset, and purchase a handset utilizing T-Mobile’s EIP or JUMP! On Demand lease program
T-Mobile records indicate that Ms***’s final billing statement from her previous carrier was received; however, it did not reflect an itemization of the final equipment balances or early termination feesTherefore, Ms***’s request for reimbursement was declinedAdditionally, as Ms*** did not trade in a handset at the time she purchased the LG Ghandset on the line ending in ***, this line does not qualify to receive a reimbursement of any remaining equipment chargesMs***’s line ending in *** may still qualify for the reimbursement of her early termination fee up to $
In an effort to resolve the matter, T-Mobile requests that Ms*** submit an itemized billing statement which reflects any remaining handset balances and/or early termination fees, within days of this letter, directly to my attention at Diana.J***[email protected] received, T-Mobile will assess Ms***’s documentation and issue a reimbursement in the form of a prepaid refund cardMs*** may expect receipt of the card within ten business days from the date of receiptShould Ms*** wish to discuss the matter further, she may contact me directly at the number listed belowT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

June 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 21, 2017, regarding the above-referenced account
T-Mobile regrets any ongoing concerns Mr*** has experienced in regards to his equipment purchasesRecords confirm that on December 12, 2016, Mr*** qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone 6s Plus Gray 32GB handset with 32GB of memoryMr*** was not required to make a capital cost reduction payment and then agreed to a series of monthly installments of $Records confirm that on May 19, 2017, T-Mobile confirmed the receipt of Mr***’s handsetTherefore, on that day, T-Mobile closed Mr***’s remaining JUMP! On Demand lease balance and issued a credit of $to Mr***’s account for the monthly lease payments
Additionally, on May 16, 2016, Mr*** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus Gray 64GB handsetMr*** was required to make a down payment of $and then agreed to a series of monthly installments of $Upon further investigation, T-Mobile has determined that this handset is still in use on Mr***’s mobile number ending in ***Therefore, T-Mobile respectfully declines Mr***’s request for additional credit toward the EIP balance
On April 3, 2017, Mr*** utilized T-Mobile’s JUMP! On Demand lease option with the lease of an LG Ghandset, with the International Mobile Equipment Identifier (“IMEI”) number of ***Mr*** was not required to make a down payment and then agreed to a series of monthly installments of $Please note that although T-Mobile has no records of Mr***’s handset being received at the National Return Center (“NRC”) or to the retail store he leased the handset from, on May 19, 2017, T-Mobile blocked the IMEI number of the above-referenced device, closed the remaining JUMP! On Demand lease balance and applied a credit of $to Mr***’s account for the April 20, billing statementAs Mr***’s account had a balance owed of $for the April 20, billing statement, his balance was reduced to $
Please note that on May 4, 2017, Mr*** qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an LG GIce Platinum handsetMr*** was required to make a down payment of $and then agreed to a series of monthly installments of $
T-Mobile records confirm that this handset remains in use on Mr***’s mobile number ending in ***Therefore, T-Mobile respectfully declines applying a credit to Mr***’s account for this handset
Should Mr*** wish to discuss this matter further, he may contact me directly at the number listed below or by email at ***@T-Mobile.comBased on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
*** J***
Executive Response

October 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 5, 2016, regarding the above-referenced account.
T-Mobile regrets that Mr*** had concerns with our Best Family Plan with Samsung Galaxy Phones On Us offer. From July 13, through July 21, 2016, customers that signed up for select Family Match rate plans were eligible to receive a free Samsung Onor Samsung Jhandset via monthly bill credits.
T-Mobile records indicate that Mr*** purchased a Samsung Jand Samsung Onhandset with our Equipment Installment Plan (“EIP”) option on July 21, 2016. Mr*** was not asked to make a down-payment and he agreed to monthly installments in the amount of $for the Samsung Jhandset and $for the Samsung Onhandset
On July 22, 2016, after the promotion ended, Mr*** purchased a Samsung Jhandset with our EIP option. Mr*** was not asked to make a down payment and he agreed to monthly installments in the amount of $
In order for customers to qualify to receive monthly bill credits for the handset installments, customers had to subscribe to specific rate plans. T-Mobile records confirm that Mr*** did not subscribe to an eligible rate plan and he declined to change his rate plan to an eligible rate plan. Therefore, Mr***’s request for monthly bill credits for the Samsung Onand Samsung Jhandsets was declined
T-Mobile records indicate that Mr*** purchased the handsets from Express Locations, which is a third party authorized dealer for T-Mobile’s products and services. Please be advised that the employees at Express Locations are not T-Mobile employees however feedback will be sent to Express Locations.
As a gesture of goodwill and an effort to amicably resolve this matter, on October 14, 2016, T-Mobile closed the EIP for the Samsung Onhandset and Samsung Jhandset that was initiated on July 21, 2016. On October 19, 2016, T-Mobile closed the EIP for the Samsung Jhandset that was open on July 22, 2016. At this time, the EIPS for the Samsung Onhandset and both Samsung Jhandsets has been closed and Mr*** was not required to change the rate plan on his account.
T-Mobile appreciates Mr***’s business and we regret any inconvenience that he 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-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***Executive Response

April 21,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated April 14, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfaction
T-Mobile regrets any concerns Mr*** has experienced regarding his equipment returnAccording to our records, on April 1, 2017, Mr*** purchased an iPhone 6S, a protective case, a screen protector, and a charger through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $
Please note that customers are provide a day return period in which they are eligible to return their handset/accessories should they not meet their needsIt is important to note that a restocking fee may be assessed at the time of the return which is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com
According to our records, on April 7, 2017, Mr*** returned his iPhone 6S and charger to the T-Mobile store, where they were purchased, at which time the associated EIPs were closedOn April 14, 2017, Mr*** cancelled his account when he transferred his mobile numbers to another service providerIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement
At this time Mr***’s account remains closed with a balance of $which consists of monthly access charges, monthly EIP installments, applicable taxes, and fees from the billing statement dated April 2, The final charges for the protective case and the screen protector are pending the next billing statement which will generate on or around May 2,
However, in an effort to amicably resolve the matter and upon speaking to Mr***, on April 17, 2017, T-Mobile credited the outstanding account balance to zeroAdditionally, at that time, T-Mobile offered to credit the forthcoming EIP balance charges which will be reflected on the May billing statement, in order for the account to remain closed with a zero balancePursuant to our conversation, Mr*** confirmed the matter is resolved and he has no further concerns
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our retail locationT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response

January 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: Ms*** *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account.
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 customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ recent contact with our Customer Care
Please be advised that from November 24, through December 21, 2016, customers could get $via a prepaid MasterCard when they bring their phone number to T-Mobile, trade in their current device, and activate service with T-Mobile’s T-Mobile ONE rate plan or a qualifying T-Mobile’s Simple Choice Unlimited rate plan
T-Mobile records indicate that Ms***’ T-Mobile account was activated on January 5, when five mobile numbers were ported to T-MobileAs this was outside of the promotional timeframe, Ms*** was not eligible to receive a $prepaid MasterCard for each of the four mobile numbers
As a courtesy, and in an effort to amicably resolve this matter, T-Mobile applied a credit in the amount of $1,to Ms***’ account for five lines of service ported to T-Mobile for $bill credit each line of service bringing Ms***’ account to a credit balance of $1,Ms*** has accepted this as resolution to her concernsT-Mobile regrets any inconvenience to Ms***
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-ext***
Very truly yours,
T-MOBILE USA, INC
Christopher R***
Executive Response

September 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 6, 2017, regarding the above-referenced accountPlease be advised, although Ms*** *** initially filed the complaint, we did speak with Mr*** *** concerning this matter
T-Mobile regrets any concerns Mr*** experienced with his handset and we appreciate the opportunity to review and address his concernsBeginning August 31, 2016, customers in the Denver, Colorado market were notified that T-Mobile would be upgrading the Uspectrum to LTE on September 29, Customers who use devices that connect on Band Uonly will experience a 2G data connection versus the current 3G experiencePlease be advised that T-Mobile records indicate that the handset previously being used on Mr***’s mobile number ending is was a non-T-Mobile branded handsetWith these improvements, older phones like that of Mr***’s, that use Band Uwill only get 2G speedsUpgrading to a newer device would result in faster data speeds for Mr***
To assist customers to upgrade to a new device, T-Mobile is currently offering customers that are affected by spectrum upgrade the option to purchase a new handset with our with our Equipment Installment Plan (“EIP”) offeringEIP 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-monthly installmentsCustomers like Mr*** may receive a Coolpad Catalyst at no cost after monthly credits or purchase select devices such as a Samsung Galaxy Sor iPhone SE handset with our EIP offering and received a $discount via monthly or account creditsWe have confirmed Mr*** does qualify for this offer with the Samsung Galaxy device that was purchased on August 14,
Upon speaking with Mr*** on September 6, 2017, this offer was confirmed and he agreed to a $account creditMr***’s account now reflects a credit balance of $We apologize for any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Felicia P***
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me In fact, they have gone overboard to be helpful MsM*** was really fantastic in helping to resolve our complaint. Sincerely, *** ***

September 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated August 28, 2017, from *** *** *** regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact *** *** *** which has proven unsuccessful
T-Mobile regrets hearing of Mr*** recent experience while attempting to process a Mobile Device Unlock requestPlease 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 accountsInvestigation of this issue has confirmed that the Mr*** is not listed as an authorized user on the above mentioned accountThe account holder of record may add Mr*** to the account by contacting T-Mobile Customer Care hours a day at 800-937-Additionally, Mr*** or one of the authorized users on the account may contact me at the number below to discuss this matter furtherT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Felicia P***
Executive Response

May 24,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated May 15, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Mr*** encountered regarding his accountPlease be advised that individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal creditSimilarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal creditBased on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of serviceIn addition, for any customer asking to use the EIP program to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms
Please note that individuals who are declined for service, or are required to pay a deposit in order to activate post-paid service, or who have to make a down payment for equipment when there is an on-going promotion advertising a zero down payment, may receive a letter known as an Adverse Action letterThis letter is required by The Fair Credit Reporting Act (“FCRA”) to be sent to any individual who does not qualify for the service for which they appliedT-Mobile is required to send the letter within days of the application whether or not an individual proceeds with activation of service or the financing of new equipment
Furthermore, a change of responsibility (“COR”) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountUpon requesting a COR, the original holder is advised that they would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed
Please note that our records reflect that a request was made for a COR to be processed for the mobile number ending in *** and the associated EIP related to the purchase of an Apple iPhone Plus 128GB and the iPhone Plus tempered glass
T-Mobile records reflect that the COR for Mr***’s mobile number ending in *** was processed on May 5, However, the EIP for the Apple iPhone Plus 128GB and the iPhone Plus tempered glass could not be transferred due to insufficient credit available
However, in efforts to amicably resolve this matter, T-Mobile contacted the original account holder for the EIP for the Apple iPhone Plus 128GB and the iPhone Plus tempered glass and credited the remaining balance in full in the amount of $In exchange, Mr*** has agreed to repay this amount to T-Mobile over a month period in the amount of $monthly for the first payments and $for the last paymentPlease note that T-Mobile contacted Mr*** on May 22, 2017, at which time he accepted this offer as a resolution
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Abigail ***-R***
Executive Response

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr*** concerns to his satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr*** regarding his recent purchase for the Samsung Galaxy SPlusAccording to our records on March 29, 2017, Mr*** preordered the Samsung Galaxy SPlus through our Customer Care team on our JUMP! On-Demand (“JOD”) programMr*** authorized a one-time payment of $for the capital cost reduction for the device plus shipping and applicable taxes Our records further reflect that on March 31, 2017, Mr*** had a second order placed at our Retail location for the Samsung Galaxy SPlus which was purchased through our Equipment Installment Plan (“EIP”)During the transaction, Mr*** authorized a one-time payment of $consisting of the down payment requirement for the device and applicable taxes On April 18, 2017, both orders were shipped and delivered to Mr*** shipping addressWe regret if it was not Mr*** intention to have ordered two devicesNevertheless, on April 25, 2017, T-Mobile received back the Samsung Galaxy SPlus associated with his EIP and it was checked into the warehouse and the EIP was closed as returned. Unfortunately, due to an inadvertent error, Mr*** did not receive a refund for the original down paymentWe regret for the inconveniences this has caused On May 3, 2017, T-Mobile received notification from VISA that his original down payment of $was disputed and returned as unpaid, which was then applied as a charge on his T-Mobile accountHowever, as the device was returned, on June 5, 2017, T-Mobile issued a credit for $554.59, leaving his account active with a balance due of $Additionally, and for the inconveniences Mr*** has experienced, T-Mobile issued a credit of $23.92, leaving his account active with a zero balance due June 19, Please note that on June 5, 2017, T-Mobile contacted Mr*** and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Christina S*** Executive Response