T-Mobile Usa Inc

November 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 4, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Ms. [redacted], she confirmed that T-Mobile had resolved this matter to her satisfaction. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted] concerns with our Carrier Freedom and her participation in the “Smartphone On Us” offer. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions are collectively known as Carrier Freedom. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. It is important to note that only the second payment is provided in the form of a prepaid bank card. Our records reflect that on October 12, 2016, Ms. [redacted] activated a T-Mobile account. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Certified Pre-Owned Samsung Galaxy J7 devices. Please note, Ms. [redacted] was asked to make a down payment of $192.00 and pay the taxes on the full retail price, and agree to a series of 24-monthly installments of $7.00. As stated in Ms. [redacted]’ letter to your office, she also chose to trade-in two Samsung Galaxy S7 devices valued at $470.00 in order to qualify for the Carrier Freedom. In accordance with the above mentioned Carrier Freedom offer, the $470.00 trade-in value for the devices was applied as a credit to the account. It is T-Mobile’s position that the first payment of the Carrier Freedom offer has been provided appropriately. Upon receipt of Ms. [redacted]’ final billing statement from her previous service provider, T-Mobile will calculate and provide the second payment as referenced above. Please be advised that the “Smartphone On Us Offer” provides customers, such as Ms. [redacted], with select handsets at no cost via monthly EIP credits. As Ms. [redacted] had a $96.00 down payment per Samsung J7 handset, she would receive account credits for the standard monthly EIP charges of $7.00 and also receive a second bill credit to make up for the difference of her down payment. Nevertheless in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to provide Ms. [redacted] with a $567.21 prepaid bank card which is equal to the above mentioned trade-in value received, the down payment for the two Samsung Galaxy J7 device, minus any current monthly access charges. As an additional courtesy, T-Mobile has waived the remaining EIP balance for the two Samsung Galaxy J7 devices to zero. As of the date of this letter, Ms. [redacted]’ account reflects a zero balance. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent call to Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

May 3, 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 20, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter
T-Mobile sincerely regrets any inconvenience Ms. [redacted] experienced regarding her handsets and return. T-Mobile records show that on March 2, 2017, Ms. [redacted] ordered a ZTE Z Max device on an Equipment Installment Plan (“EIP”) which had an upfront payment due at the time of purchase in the amount of $157.36. On April 19, 2017, T-Mobile received the ZTE device at our returns center and the associated EIP was closed. Please be advised that on April 27, 2017, T-Mobile processed a refund for the payment made at the time of purchase; this refund will received within seven to ten business days.
It is important to note that on March 30, 2017, Ms. [redacted] contacted T-Mobile Customer Care and at that time, a Samsung Galaxy S7 Edge device was ordered. The upfront cost in the amount of $336.00 was billed to the T-Mobile account and a payment was not collected from Ms. [redacted] for the out of pocket cost. Ms. [redacted], did however, agree to place the remaining equipment balance on EIP.
T-Mobile records show the Samsung Galaxy S7 Edge device was delivered to our returns center on April 25, 2017. T-Mobile has adjusted the billed charges for the equipment in full and closed the associated EIP. Following this adjustment, the account currently reflects a balance of $244.40 due by May 6, 2017. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

September 5, 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 August 24, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] encountered regarding the June 2017 Samsung Galaxy S8 BOGO offer. T-Mobile records confirm that from June 16, 2017, through July 13, 2017, T-Mobile had an amazing promotion for new and existing customers, such as Mr. [redacted], who added a new line and purchased two Samsung devices (Samsung Galaxy S8 or Samsung Galaxy S8 Plus) on an Equipment Installment Plan (“EIP”). With the new line activation and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr. [redacted] was eligible to receive one of the Samsung Galaxy S8 or Samsung Galaxy S8 Plus at no cost after a $790.00 max rebate.
T-Mobile records confirm Mr. [redacted] did not meet all of the requirements for the above offer as he is not subscribed to an eligible rate plan. However, in an effort to amicably resolve this matter, T-Mobile honored the offer in full via a $790.00 credit towards the EIP of the devices. Please note that a $660.00 credit was applied towards the Samsung Galaxy S8 Plus, which closed the EIP and the remaining $130.00 was applied towards the second Samsung Galaxy S8 Plus, which reduced the balance to $530.00. 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.
Abigail [redacted]-R[redacted]
Executive Response

July 17, 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 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his Mobile Device Unlock and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on January 26, 2016, Mr. [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! On Demand (“JOD”) program for mobile number ending in [redacted]. Mr. [redacted] then agreed to pay 18-monthly lease payments of $16.34 including tax as well as a final Purchase Option Price (“POP”) should he elect to keep the handset. The POP is assessed on the billing statement following the completion of the 18 monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”).
Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on June 10, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in [redacted]. However, at that time the device was not eligible for a Mobile Device Unlock as the account was cancelled and there was a balance owed on the JOD associated with the device. Upon speaking with Mr. [redacted] he advised that the equipment had been paid off in full. Regrettably, T-Mobile was unable to locate any records to indicate the equipment had been paid in full. We regret any inconvenience to Mr. [redacted]; however, once his JOD balance has been paid in full, his handset will be eligible to be unlocked.
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 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.
Andrew S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope that in Q1 of 2017, the issue resolved as I was told through my phone conversation with Emilio. 
 
Sincerely, [redacted]

May 24, 2016
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 May 14, 2016 regarding the above-referenced account. 
T-Mobile continues to innovate and offer our customers the best promotional pricing on the hottest new smartphones.  In 2015, we had multiple promotions with our JUMP! On Demand (“JOD”) lease aimed to getting Apple iPhones to all customers who wanted one, and for the best price around.  T-Mobile records indicate that Ms. [redacted] began a lease on September 25, 2015 for an Apple iPhone which under the promotion offered at that time would have required a qualifying handset trade-in in order to receive a monthly discount on her lease.  T-Mobile records do not reflect that a qualifying handset was traded in at the time this lease was initiated.  As such, this lease would not qualify for a monthly discount.  Furthermore, T-Mobile records indicate that Ms. [redacted] began two additional leases for Apple iPhones on October 22, 2015.  Please note that the offer to receive a monthly bill credit of $7.00 to discount the lease without a qualifying trade-in was available from September 12, 2015 through October 6, 2015.  As this lease was initiated after the promotional time period, this lease would also not qualify for additional discount. 
However, in an effort to amicably resolve the matter, on May 24, 2016, T-Mobile credited $315.00 to the account as a lump sum credit that would equate to the total discount Ms. [redacted] would have received had she qualified for a monthly lease discount over 18 months of $378.00 minus $63.00 that has already been credited to the account.  Also, Ms. [redacted]’s JOD lease for her Samsung Galaxy device did meet the program requirements and has received the appropriate bill credit monthly since the lease began.
Additionally, T-Mobile records indicate that Ms. [redacted]’s service was suspended for non-payment on May 4, 2016.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Ms. [redacted] made a payment on May 4, 2016 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service totaling $160.00.  However, on May 24, 2016, T-Mobile credited this amount to the account as well in an effort to amicably resolve the matter.  The account remains open with a balance of $93.86.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our retail location when initiating her leases.
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

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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 7, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding his recent handset replacement order. T-Mobile records indicate that on June 29, 2015, Mr. [redacted] purchased a Samsung Galaxy S 6 handset. Please note that by purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please be advised that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processed. This fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement device. When Mr. [redacted] requested the Limited Warranty exchange the $20.00 Service Warranty Processing Fee was disclosed before the transaction was completed and the new device was sent out to Mr. [redacted]. It is important to that if the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Please be advised that T-Mobile is unable to return the handset that sustained physical damage to Mr. [redacted] as the device was mailed to the equipment manufacturer for repair and or replacement. However, in an effort to amicably resolve this matter on June 10, 2016, T-Mobile applied a credit to the account in the amount of $416.90 for the out-of-warranty fee and all applicable taxes. Please note that Mr. [redacted]’s account currently remains open and reflects a remaining balance due in the amount of $126.96. This amount consists of monthly access charges and all applicable taxes and fees for the billing period dates of May 25, 2016 to June 24, 2016. 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 1-877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

Hi this is [redacted] referring to Complaint: #[redacted] the issue has been resolved after repeated calling and irritating the company yesterday I called them about 6 times and finally they resolved my issue after I told them I had submitted a complaint just to give you updated...

information thank you for your time

August 16, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 12, 2016, 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 customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with Customers Care.
 
T-Mobile records indicate that on June 23, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG G Pad tablet.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. 
 
Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $9.99.
 
T-Mobile records indicate that Ms. [redacted] requested to return the LG G Pad tablet on July 6, 2015 and have the mobile number ending in 5057 canceled on July 23, 2015. Due to an inadvertent system error, the LG G Pad tablet continued to be billed to Ms. [redacted]’s account.
 
Upon further review, T-Mobile placed credits totaling $109.96 to Ms. [redacted]’s account for previously billed EIP charges for the LG G Pad tablet. Additionally, T-Mobile removed the EIP for the LG G Pad tablet on March 18, 2016.
 
On May 18, 2016, May 20, 2016, and May 24, 2016 the mobile numbers ending in [redacted], [redacted], and [redacted] were canceled when they were ported to another carrier.  Ms. [redacted]’s billing cycle ran from the 25th of one month to the 24th of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through May 24, 2016. Please be advised that this left a final mobile number ending in [redacted] remaining active on the account.
 
Please note active customers are able to view their account online at www.myt-mobile.com, however once the account has been closed the ability to access the account online is no longer available. 
 
T-Mobile records confirm that the mobile number ending in [redacted] was canceled on August 5, 2016 pursuant to Ms. [redacted]’s request. Additionally, T-Mobile placed credits totaling $188.90 to Ms. [redacted]’s account to reflect one line of service being billed since May 25, 2016.
 
Ms. [redacted]’s account balance is in the amount 187.40 for monthly service charges from May 25, 2016 through August 24, 2016, and equipment installment plan charges plus applicable taxes.
 
In an effort to amicably resolve this matter, T-Mobile will follow up on Ms. [redacted]’s account on August 30, 2016 and apply credits in order to ensure her account is closed with a zero balance.  Ms. [redacted] has accepted this as resolution to her concerns.
 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christopher R[redacted]
Executive Response

August 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced account.
T-Mobile is always working to improve its service, and we regret any data service issues that Mr. [redacted] may have experienced. T-Mobile records confirm that Mr. [redacted] canceled his account on August 10, 2017, when he ported his mobile numbers to another service provider. Prior to Mr. [redacted] cancelling his account, he was subscribed to the T-Mobile ONE Unlimited data feature at no additional cost for the mobile number ending in [redacted]. The T-Mobile ONE Unlimited data feature provides Unlimited 4G LTE of device data, unlimited 3G Smartphone Mobile Hotspot, Optimized video streaming, one hour of Gogo in-flight and Limited domestic data roaming.
T-Mobile records further indicate that Mr. [redacted] upgraded to the $25.00 One Plus International feature on July 14, 2017, for the mobile number ending in 7980. The $25.00 One Plus International feature provides unlimited 4G LTE device data and Smartphone Mobile Hotspot, HD streaming capability and two times faster data roaming with Simple Global, Gogo in-flight all flight long (unlimited flights/sessions) and Limited domestic data roaming plus extra benefits like Stateside International Talk for voice lines.
It is important to note that T-Mobile is unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.
T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidth. Additional information about this process can be found in Mr. [redacted]’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached 32 gigabytes (“GB”) of data usage during a billing cycle. Once the 32 GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle.
We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usage. Using a T-Mobile device, you can dial #WEB# (#[redacted]#) and press sends to check data usage at any time. T-Mobile also sends a free text message once usage reaches 32 GB during a billing cycle. Customers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usage. Finally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. It is T-Mobile’s position that Mr. [redacted] is being provided service in accordance with the selected rate plan and Terms and Conditions of service.
However, in an effort to mitigate any difficulties caused to Mr. [redacted]. T-Mobile has applied a credit of $181.26 for the current balance that was due on August 13, 2017. Mr. [redacted]’s account remains cancelled with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Amor M[redacted] Executive Response

November 9, 2015 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 November 3, 2015, regarding the above-referenced account. T-Mobile is sorry to lose Ms. [redacted] as a customer, and regret that her final billing statement is not as she expected. We further regret any misunderstanding regarding her final Equipment Installment Plan (“EIP”) balance. T-Mobile records confirm that Ms. [redacted] canceled her account on August 25, 2015, when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 19th of one month to the 18thof 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. Please be advised that Mr. [redacted]’s account was billed a month in advance on T-Mobile’s billing system known as bill current. Accordingly, Ms. [redacted] was billed through September 18, 2015. T-Mobile records indicate that Ms. [redacted] agreed to an EIP for the mobile number ending in [redacted] on December 15, 2013, with the purchase of an [redacted] 5S device. Records confirm that on August 25, 2015, Ms. [redacted] requested to pay off her remaining EIP balance in the amount of $58.00. It is important to note that at the time Ms. [redacted] requested to pay off her EIP her account reflected a balance in the amount of $306.53, which consisted of past due service charges in the amount of $124.42 for the periods of July 19, 2015, through August 18, 2015, and as she is billed one month in advance, this balance also consisted of new monthly service charges in the amount of $182.11 for the periods of August 19, 2015, through September 18, 2015, due by September 11, 2015. Records confirm that on August 25, 2015, Ms. [redacted] made a payment in the amount of $182.42 which covered her $124.42 past due balance plus an additional $58.00. It is important to note that as Ms. [redacted] had an outstanding balance on the account, the $58.00 she intended to use towards her final EIP balance covered a partial amount of her balance due by September 11, 2015, leaving her with a remaining balance in the amount of $124.11. In addition, at the time Ms. [redacted] canceled her account on August 25, 2015, pursuant to T-Mobile’s policy, her security deposit in the amount of $50.00 was released to the open balance leaving a remaining balance of $74.11. Ms. [redacted]’s final billing statement dated September 19, 2015, reflected a balance in the amount of $143.83 which consisted of a past due balance in the amount of $74.11, plus new charges in the amount of $69.72 which consisted of the $58.00 remaining EIP balance, a late fee, a payment processing fee, applicable taxes and fees. It is T-Mobile’s position that Ms. [redacted]’s account was billed correctly for her monthly service charges and equipment charges. On November 3, 2015, Ms. [redacted] contacted T-Mobile to discuss her account balance concerns, as a courtesy, T-Mobile issued a $58.00 credit to the account updating the account balance to $85.83. On November 5, 2015, T-Mobile contacted Ms. [redacted] to discuss her concerns. In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $85.83 to Ms. [redacted]’s account. Ms. [redacted]’s account remains canceled and it reflects a zero balance. We are glad to let your office know that Mr. [redacted] accepted this offer as resolution to her concerns. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced while attempting to remedy this situation. On May 10, 2017, T-Mobile contacted Mr. [redacted] regarding the coverage issues he was experiencing, and pursuant to our conversation; Mr. [redacted] confirmed that he was only temporarily using service at the location where he needed the signal booster, and he declined being sent another coverage device to the correct address.
Between January 5, 2017, and February 28, 2017, T-Mobile offered the 2017 Tax Time Switcher Offer to new or existing customers like Mr. [redacted]. To be eligible for a $150.00 rebate, Mr. [redacted] was required to activate a new line of service on a qualifying rate plan, and port in his number from a different carrier. In addition, within 30 days of the activation taking place, customers needed to submit for the offer via www.T-Mobile.com/promotions.
On May 1, 2017, Mr. [redacted] was informed by our Promotions Care department that he qualifies for the offer, and will be receiving three Prepaid MasterCards for the lines ported over to his account. As of May 3, 2017, the rebate cards were approved, and will be delivered within 15 days of approval. Mr. [redacted] understands this timeline, and pursuant to our conversation, he considers the matter resolved.
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]’s recent contacts with our Customer Care.
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.
Adrianne F[redacted] Executive Response

August 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 July 25, 2017, regarding the above-referenced account.  T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted], we have resolved this matter to his satisfaction.   T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account.  T-Mobile records confirm that Mr. [redacted] canceled his account on June 24, 2017.  Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th 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 through July 16, 2017.   On July 27, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns.  As a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $141.66 for the final balance for services from June 17, 2017 to July 16, 2017, leaving Mr. [redacted]’s account closed with a zero balance.  Mr. [redacted] will receive a final billing statement that generates on or around August 17, 2017, reflecting the adjustment and zero balance.  Pursuant to our conversation, Mr. [redacted] considers the matter resolved.  T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his business.   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.   Adrianne F[redacted] Executive Response

July 29, 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 July 21, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. As is well known throughout the wireless industry and beyond, T-Mobile’s Carrier Freedom promotions reimburse new customers for early termination fees and equipment financing plans from other carriers when they switch to T-Mobile. There are several qualifications to be met in order to be eligible for the reimbursement. Our records reflect that Mr. and Ms. [redacted] did meet all of the eligibility requirements upon activation of the above referenced account. Unfortunately, this is also a one-time reimbursement program. T-Mobile does not reimburse customers multiple times for their cancelation fees from other carriers. The [redacted]’s previously had another post-paid account with T-Mobile that was activated on March 23, 2015 and for which early termination fees in the amount of $1,280.00 were reimbursed. While we appreciate that they once again selected T-Mobile as their wireless carrier, they were not eligible for additional reimbursement of their early termination fees. Nevertheless, in an effort to amicably resolve this matter, T-Mobile agreed to reimburse Mr. and Ms. [redacted]’s early termination fees from their old carrier one last time. Pursuant to a conversation with Mr. [redacted] on July 23, 2016 T-Mobile issued a credit to the account in the amount of $1,153.07 which was the remainder of the amount of eligible expenses from their former carrier. Mr. [redacted] requested this credit impact the above account, and as of the date of this letter the account has a credit balance of $1,153.07 which will impact the future monthly statements. It is important to note that Mr. [redacted] advised our office that this credit successfully resolved with his concerns. T-Mobile regrets any inconvenience to Mr. and 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. [redacted] Executive Response

August 19, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 15, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets that Mr. [redacted] has concerns with our data rate plans and the options available with his specific data allotment.  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]’s recent contact with our retail location. 
 
T-Mobile offers Data Stash to customers with data plans beginning at 3 gigabytes (“GB”) to 21 GB.  Customers with qualifying data plans can roll over up to 20 GB of unused data from the previous billing cycle for 365 days.  T-Mobile records indicate that Mr. [redacted]’s data plan included 2 GB of free data and was not eligible for the Data Stash option.  In an effort to resolve this matter and as a gesture of goodwill, T-Mobile offered our Simple Choice 6 GB Data and Hotspot feature for $15.00 per month and we offered to credit $75.00 to the account, which is equivalent to five months of the data feature cost, which Mr. [redacted] accepted as resolution in this matter.  At Mr. [redacted]’s request, the Simple Choice 6 GB Data and Hotspot feature was added to his mobile number ending in 4404 effective August 18, 2016 and a $75.00 credit was issued to his account, which leaves a revised balance of $47.34.
 
With Mr. [redacted]’s current data feature, he may take advantage of Data Stash and our Binge On benefits.  Additional information regarding the benefits of Mr. [redacted]’s data features can be located online at www.T-Mobile.com.
 
T-Mobile appreciates Mr. [redacted]’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 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[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. Please find attached documentation of cellspot return.Sincerely, [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

February 6, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 25, 2017, regarding the above-referenced prepaid number. We regret to heart of any concerns Mr. [redacted] has experienced regarding the transfer of his prepaid mobile number. Please note that, on May 26, 2012, Mr. [redacted] transferred his mobile number ending in [redacted] to T-Mobile Pay In Advance service. On July 29, 2016, T-Mobile sent Mr. [redacted] an SMS notification advising him that his prepaid refill balance was low. Furthermore, on September 18, 2016, T-Mobile sent Mr. [redacted] a second SMS notification advising him that if payment was not received by September 20, 2016, that his unused minutes would not be extended to the new service period and that his prepaid service would be deactivated. Please be advised that if a T-Mobile Pay In Advance customer does not submit a refill payment within a period of 90 days, then their prepaid service is deactivated. As payment was not received, on December 20, 2016, Mr. [redacted]’s prepaid service was deactivated. Our records confirm that Mr. [redacted]’s mobile number ending in [redacted] was originally transferred to T-Mobile from another service provider. Therefore, at the time of deactivation the mobile number ending in [redacted] was transferred back to Mr. [redacted]’s previous provider, AT&T Mobility, for assignment to a new user. As T-Mobile no longer has possession of this mobile number we are regretfully unable to assist with completing Mr. [redacted]’s request. However, Mr. [redacted] may contact AT&T Mobility for further assistance regarding his request to retain his previous mobile number. 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. Brandon M[redacted] Executive Response

April 23, 2018
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 17, 2018, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any additional concerns Mr. [redacted] experienced regarding his device. T-Mobile records reflect Mr. [redacted] disclosed that the equipment in question, a Samsung Galaxy Note 8 device, was purchased from a third-party, meaning that it was not purchased in association with his T-Mobile account.
Upon further review, T-Mobile records reflect that on April 18, 2017, Mr. [redacted] purchased a Samsung Galaxy S8 Silver for use on the mobile number ending in 7454 through www.T-Mobile.com on T-Mobile’s Equipment Installment Plan program (“EIP”). Mr. [redacted] remitted a required down payment of $582.00, plus the taxes on the full retail price, and agreed to 24 monthly installments of $7.00. T-Mobile records indicate Mr. [redacted] paid the remaining balance associated with the device in full on May 18, 2017. No further orders were located in association to Mr. [redacted]’s account.
Mr. [redacted] may contact me at the number below to discuss the matter further should he have any additional questions; however, at this time, as the device is not associated to a purchase on his account, T-Mobile’s position remains the same, and regrettably the device remains ineligible to have the block removed. T-Mobile regrets an additional 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. 341-8087.
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 3, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her additional line request. T-Mobile records indicate on March 6, 2009, Ms. [redacted] activated her T-Mobile account. Please be advised, Ms. [redacted] is eligible to activate five lines of service. As a courtesy to Ms. [redacted], in March 2016 and July 2016, T-Mobile made an exception and provided Ms. [redacted] with an additional three lines of service.
On April 28, 2017, Ms. [redacted] requested to activate an additional line of service. Due to a clerical error, T-Mobile attempted to activate an additional line of service on Ms. [redacted]’ account and she was advised the new line activation was successful. As Ms. [redacted]’ account has exceeded the amount of qualifying lines, the new line activation was not successful. T-Mobile records do not indicate Ms. [redacted] was billed for a SIM card. However, on April 28, 2017, Ms. [redacted]’ was issued a credit in the amount of $25.01 for the amount T-Mobile charges for a SIM card. 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.
Jennifer G[redacted]
Executive Response

June 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 13, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding the return of her equipment. T-Mobile records confirm on April 21, 2016, Ms. [redacted] purchased an LG G5 Gold when she participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering. Ms. [redacted] was required to pay $48.00 at the time of purchase and agreed to 24 monthly installments of $24.25. Ms. [redacted] cancelled her service on April 28, 2016, when she ported her mobile number to another carrier. As the account was canceled the EIP balance accelerated and the balance of $581.99 was reflected on the May 2016 billing statement. Please be advised on June 15, 2016, T-Mobile confirmed receipt of Ms. [redacted]’s equipment, and as a result her account was credited $581.99 for the remaining EIP balance, $48.00 for the down payment, and $56.44 for the applicable taxes. Mr. [redacted]’s account now reflects a $270.02 credit balance. Please be advised Ms. [redacted] can contact our Customer Care team at 1-800-937-8997 to request a refund of any credit balance that may remain on her 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. Zachary S[redacted] Executive Response