T-Mobile Usa Inc

December 23, 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]. [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 December 16, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding the promotional offers available her recent equipment purchase. T-Mobile records indicate that on April 4, 215, Ms. [redacted] activated the above reference account and subscribed to T-Mobile’s Promotional Simple Choice Family Unlimited Talk, Text and Data Four Lines Included rate plan for $100.00 per month and remains currently subscribed to this rate plan with mobile numbers ending in [redacted]. Please note that the mobile numbers ending in [redacted] are the Added-On-Lines to the account and each pay an additional $10.00 per month. Additionally, current promotional offers are not eligible under Ms. [redacted]’s current rate plan. Our records also indicate that on November 25, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of one Samsung Galaxy S7 Edge 32GB handset at a retail location. EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At the time of purchase, Ms. [redacted] was required to make a down payment of $69.99 plus the taxes on the full retail price of the equipment and agreed to a series of 24 monthly installments in the amount of $30.00. Starting on November 24, 2016, through November 27, 2016, T-Mobile offered the 2016 Samsung/ LG Black Friday offer. With the 2016 Samsung/ LG Black Friday offer customers who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with Unlimited Data and traded-in a qualifying fully own Apple, Samsung, or LG handset from any carrier would receive the Samsung Galaxy S7, Samsung Galaxy S7 Edge or LG V20 handset free of charge via monthly promotional EIP bill credits equivalent to the EIP monthly installment of the purchased Samsung Galaxy S7, Samsung Galaxy S7 Edge or LG V20 handset. Regrettably, Ms. [redacted]’s account did not meet the eligible rate plan requirement for the above mentioned offer; as such, the account was not eligible for the offer. In addition to the above mentioned offer, starting from November 24, 2016, through November 28, 2016, T-Mobile offer the 2016 November Samsung Gift Set offer. New and existing customers who purchased a qualifying Samsung Galaxy S7 or Samsung Galaxy S7 Edge handset, qualified to receive a Blue Box gift from Samsung including a free Samsung Gear VR plus a $50.00 Oculus Content. The following requirements were necessary: • Purchase a Samsung Galaxy S7 handset or Samsung Galaxy S7 Edge Starting November 24, 2016 through November 28, 2016. • Receive the purchased handset, have their sales receipt and the International Mobile Equipment Identifier (“IMEI”) available to redeem the offer. • Redeem the offer at https://www.SamsungPromotions.com/BlackFriday2016. Enter their email address. Following, complete additional submission information, enter the device’s IMEI number and upload the sales receipt. • Customers must redeem with Samsung no later than December 12, 2016. Customers must redeem their content no later than January 23, 2017. • Customers may also contact Samsung Promotion at 1-800-726-7864 (1-800-SAMSUNG) for further assistance. It is important to note that on November 26, 2016, after the equipment purchase had taken place, Ms. [redacted] was advised via text message of the 2016 Samsung/ LG Black Friday offer. Following, on December 14, 2016, Ms. [redacted] was again advised via text message that she had been incorrectly enrolled under the 2016 Samsung/ LG Black Friday offer. Next, on December 15, 2016, upon Ms. [redacted] contacting Customer Care, she was advised that in order to be eligible for the 2016 Samsung/ LG Black Friday offer, she needed to change her rate plan to an eligible rate plan. However, no changes were made at this time. We are sorry for any misunderstanding regarding the 2016 Samsung/ LG Black Friday offer and the 2016 November Samsung Gift Set offer. Yet, based on the offer requirements listed above, Ms. [redacted] is not eligible to redeem neither one of these offers. Nevertheless, in an effort to amicably resolve this matter and as a courtesy to Ms. [redacted], on December 21, 2016, T-Mobile agreed to issue a onetime courtesy credit of $400.00 towards the remaining EIP balance of the Samsung Galaxy S7 Edge handset. As a result, the EIP of the Samsung Galaxy S7 Edge handset was left with a remaining balance of $290.00 which will continue to be billed in monthly installments of $30.00 until paid off. 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. Aika A[redacted] Executive Response

April 28, 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 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. Newly activated postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. A customer is assigned a billing cycle 1-4 days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billed. These usage charges would appear on the customer’s first statement, along with the monthly reoccurring service charges for their regular billing cycle.
Please note that Ms. [redacted] activated service on March 17, 2017. She subsequently received a billing statement dated April 3, 2017, which included monthly access charges, monthly EIP installments, applicable taxes, and fees for the billing periods of March 17, 2017, through April 2, 2017, and April 3, 2017, through May 2, 2017, which is Ms. [redacted]’ regular billing cycle.
In an effort to resolve the matter, on April 18, 2017, T-Mobile applied a credit toward Ms. [redacted]’ account in the amount of $375.20, which reduced her balance to zero.
Additionally, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her recent equipment purchase. T-Mobile records confirm that, on March 17, 2017, Ms. [redacted] purchased an iPhone 7 and an iPhone 7 Plus through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $75.98, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $56.00. Please be advised that, at the time of Ms. [redacted]’ above-referenced purchase, T-Mobile provided documentation which reflected the amount of the required down payment and applicable taxes. It is T-Mobile’s position that these charges were validly assessed.
Furthermore, we regret any concerns Ms. [redacted] experienced regarding T-Mobile’s Carrier Cost Switching Reimbursement offer. In order to qualify for the reimbursement portion of the payout for the accelerated EIP balances, 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 activation. As indicated on the website, approval of the required documents and reimbursement of the accelerated EIP balances may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activity.
Based on T-Mobile’s review of Ms. [redacted] account, we have no record of Ms. [redacted]’ reimbursement submission.
Nevertheless, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period, from the date of this letter, in which Ms. [redacted] may send a copy of her final billing statement from her previous service provider which clearly reflects the itemized cancellation charges to my attention at the following:
Brandon M[redacted]
Email: [redacted]@T-Mobile.com
Fax: (505) 998-3796
Upon receipt and validation of Ms. [redacted]’ documentation, T-Mobile agrees to submit for a prepaid debit card in the amount of her qualifying cancellation expenses to be sent to her which would then be delivered within 14 business days.
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]’ contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

April 27, 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 14, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the billing on her account.
T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy J7 on January 28, 2017. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
Under the Handset Exchange Program, T-Mobile will provide a replacement handset and may be refurbished of the same or equivalent model, with a Service Warranty Processing Fee, 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. When a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbished. T-Mobile regrets to learn that Ms. [redacted] is unhappy with T-Mobile’s Handset Exchange Program. Alternatively, Ms. [redacted] has the option to contact the manufacture of the device for her repair options.
Please be advised that on April 19, 2017, T-Mobile contacted Ms. [redacted] and advised her of her options under the Limited Warranty which she declined. As a gesture of good faith, and as a courtesy to Ms. [redacted], T-Mobile offered to provide her with a new Samsung Galaxy J7 handset free of charge so long as she returns her defective handset to my attention within 30 days of the date of this letter. Ms. [redacted] may return her defective device to:
T-Mobile USA, Inc.
Attn: Abigail
1201 Menaul Blvd., NE
Albuquerque, NM 87107
T-Mobile encourages Ms. [redacted] to use a traceable carrier and keep the tracking number for her records as we are not responsible for equipment being returned. We request that Ms. [redacted] please be sure to include a note with her name and account information so the return can be processed expeditiously. Once T-Mobile has received the device, we will inspect it to confirm there is no physical or liquid damage which would void the warranty. If it is found that the warranty is voided, the device will be returned to Ms. [redacted] and no compensation will be issued. Please be advised that Ms. [redacted] accepted this as a 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.
Abigail [redacted]-R[redacted]
Executive Response

November 25, 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 18, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’ concerns to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with his recent handset purchase. T-Mobile records indicate that on October 22, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Kyo XD handset. 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-monthly installments. At the time of Mr. [redacted]’ purchase, he was not required to make a down payment; however, he agreed to a series of 24-monthly installments in the amount of $16.67. Mr. [redacted] elected to add Premium Handset Protection (“PHP”) that included warranty coverage to the device used on the mobile number ending in [redacted]. This feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it as defined in the program brochure. With PHP Mr. [redacted] can contact T-Mobile to initiate an exchange under the PHP warranty program. The PHP warranty program provides Mr. [redacted] with replacement equipment of the same or like-kind model, provided that the non-working equipment is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. 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. On November 14, 2016, Mr. [redacted] visited a T-Mobile retail location and upon examination of the handset, it was found that there was liquid damage determined by a liquid damage indicator, which voids the warranty. As such Mr. [redacted] was advised that he cannot process and warranty exchange for his handset and that he may contact Assurant Inc. to process an insurance claim. Nevertheless, as a gesture of goodwill, on November 21, 2016, T-Mobile advised Mr. [redacted] than he may return his a Kyo XD handset and upon receipt T-Mobile will close the remaining EIP balance in the amount of $366.68. Additionally Mr. [redacted] may purchase a handset of his liking with our EIP offering. Mr. [redacted] accepted this 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 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. Robert R[redacted] Executive Response

October 3, 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 September 27, 2016, regarding the above-referenced account. We regret Ms. [redacted]’ concerns regarding her equipment upgrade down payment options. Please be advised all customers who choose to use our Equipment Installment Plan (“EIP”) option to pay for their equipment are required to enter into a 24-month financing agreement signed at the time of the purchase. While we regret any misunderstanding about the EIP program and the specifics of offers to Ms. [redacted], the down payment that would be collected at the time of purchase is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. With one of T-Mobile’s latest Un-carrier moves, T-Mobile has launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the account within 48 hours of the original due date. Payments posted after the 48 hour window will reset the monthly counter. It is important to note that well-qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available. However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers. In an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile has expedited this process and updated her account to qualify for the Smartphone Equality program for well-qualified pricing on future upgrades. Ms. [redacted] accepted this offer as resolution. 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. Kimo C[redacted] Executive Response

August 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
T-Mobile Account Holder: [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 August 9, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding an unexpected charge. T-Mobile records indicate on July 9, 2017, Mr. [redacted]’ visited www.t-mobile.com and created and accepted a payment arrangement that was scheduled for two separate payments: Mr. [redacted]’ indicated he would pay $62.73 on July 14, 2017, and $250.91 on July 28, 2017.
The first payment in the amount of $62.73 processed July 14, 2017, as scheduled. The second payment did not process until July 29, 2017 however two payments in the amounts of $250.91 were billed to Mr. [redacted]’ checking account. T-Mobile systems identified the duplicate charge and immediately began the process of issuing a refund which may take up to three business days to be received.
Upon speaking with Mr. [redacted]’ on August 14, 2017, T-Mobile offered an adjustment in the amount of $281.55 which Mr. [redacted] declined stating the financial loss was greater than the amount offered. T-Mobile requested a copy of Mr. [redacted]’ bank statements to confirm the amount he was billed in overdraft fees as a result of the duplicate charge. Mr. [redacted] indicated he provided documentation to our Social Media Team on August 12, 2017. In review of the documentation provided to our Social Media Team, T-Mobile confirmed Mr. [redacted] was billed two overdraft fees in the amount of $36.00 each.
On August 15, 2017, T-Mobile again extended the offer of an adjustment in the amount of $281.55 which Mr. [redacted] accepted as resolution to his concerns. The adjustment impacted the account balance at that time in the amount of $281.55 for monthly access charges, EIP charges, third party download charges and fees and taxes for the billing period from July 17, 2017, through August 16, 2017. T-Mobile regrets any inconvenience this caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted] Executive Response

May 30, 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 17, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved Mr. [redacted]’s concerns to his satisfaction.   T-Mobile regrets that the additional Equipment Installment Plan (“EIP”) payment from February 18, 2017 caused confusion.  On April 28, 2016, Mr. [redacted] purchased an Apple iPhone SE 64 GB handset with our EIP option.  Mr. [redacted] was not asked to make a down-payment and he agreed to pay 24-monthly installments in the amount of $20.84.  All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase.  Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance.  Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments.  At the time that Mr. [redacted] made additional payments toward his EIP balance, the payments would post to the account, and if the account reflected an outstanding balance, the payment would be applied toward the open account balance.  Then, the EIP payment amount is deducted from the EIP balance and appears on the next billing statement as an EIP charge for the amount of the payment.    T-Mobile records confirm that Mr. [redacted] made an additional payment toward the EIP balance for the Apple iPhone SE 64 GB handset on June 10, 2016 in the amount of $199.00.  The EIP payment, and charge, of $199.00 appeared on Mr. [redacted]’s billing statement dated July 7, 2016.   Mr. [redacted]’s billing statement dated February 7, 2017 reflected a balance in the amount of $810.67 for monthly access charges for services rendered from January 8, 2017 through February 7, 2017, the EIP monthly charges, $2.20 for international call usage charges for the mobile number ending in 9770, optional feature subscription charges, $510.15 in international roaming usage charges for the mobile number ending in 9070, and taxes.    On February 18, 2017, as a gesture of goodwill, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $255.00 toward the international roaming usage charges.  The courtesy credit that was issued to Mr. [redacted]’s account left a revised balance in the amount of $555.67; please note that this balance did not yet include the additional EIP payment that Mr. [redacted] requested to make.  On February 18, 2017, Mr. [redacted] requested to make an additional payment toward the EIP balance for the Apple iPhone SE 64 GB handset and T-Mobile collected a payment in the amount of $113.34, which posted to the account and then left a revised account balance in the amount of $442.33.  From February 18, 2017 through February 27, 2017, T-Mobile received additional payments to Mr. [redacted]’s account in the amount of $513.74, which left a credit balance in the amount of $71.41.   Mr. [redacted]’s billing statement dated March 7, 2017 reflected a credit balance in the amount of $71.50, new charges in the amount of $428.57; with a balance in the amount of $357.07 that was due by March 28, 2017.  Please be advised that Mr. [redacted]’s billing statement March 7, 2017 reflected both the payment of $113.43 and the EIP charge of $113.43, which is how all additional EIP payments were posted to accounts at that time.  It’s important to note that Mr. [redacted] was not charged twice for the EIP charge as it was only billed to the billing statement dated March 7, 2017.  It is T-Mobile’s position that the EIP charge of $113.43 was accurately billed to Mr. [redacted]’s billing statement dated March 7, 2017.   On March 23, 2017, Mr. [redacted] contacted Customer Care and disputed the additional EIP charge of $113.43; therefore, T-Mobile reversed the additional payment charge and the amount of $113.34 was re-added to the EIP balance.  The payment of $113.34 that was received on February 18, 2017 remained on Mr. [redacted]’s account and was applied toward the account charges.  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 Customer Care.   While it is T-Mobile’s position that the EIP balance for Mr. [redacted]’s Apple iPhone SE 64 GB handset was valid, on May 19, 2017 as a gesture of goodwill, T-Mobile closed the EIP for the Apple iPhone SE handset and we issued credits totaling $92.59 to the account for the EIP balance.    Based on our valued customer’s feedback, T-Mobile recently updated our EIP payment system so that EIP payments will no longer be applied toward a customer’s account balance, the payment will now directly apply to the EIP balance; which should help prevent future EIP payment and bill confusion.   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

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 2, 2017, regarding the above-referenced account. Please be advised the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.
We regret to any concerns Ms. [redacted] has regarding T-Mobile’s Carrier Freedom promotion. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care department.
Our records confirm Ms. [redacted] activated T-Mobile service on July 17, 2015. In review of Ms. [redacted]’s T-Mobile account we show no devices traded in to our warehouse. On June 21, 2016, T-Mobile’s Carrier Freedom team attempted to contact Ms. [redacted] regarding her Carrier Freedom documentation but was unsuccessful. Accordingly, a voicemail message was deposited advising Ms. [redacted] to provide full documentation of final billing statement.
In order to amicably resolve Ms. [redacted]’s concerns T-Mobile has agreed to send a prepaid MasterCard in the amount of $1,247.77, to cover the cost of the final [redacted] billing statement.
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 P[redacted]
Executive Response

October 5, 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 September 28, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. We certainly apologize if one of our employees failed to follow that process for Mr. [redacted]. On October 3, 2016, in an effort to amicably resolve this matter, T-Mobile offered to close out Mr. [redacted]’s original Galaxy Note 7 installment plan balance in the amount of $637.50 and to send him a new Galaxy Note 7 handset with free overnight shipping which will be shipped between the dates of October 3, 2016, to October 10, 2016. Mr. [redacted] was satisfied with this offer as a resolution to his concerns. Please note that the new Galaxy Note 7 will be under an Equipment Installment Plan which will reflect the full cost of $637.50 being charged the amount of $31.29 a month for 20 months and the 21st and final monthly charge being $11.70. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

April 19, 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 April 19, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion.  Please be advised that in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.  Furthermore, there are several eligibility requirements to be met in order to participate in these promotions including submitting their final bill showing the charges to be reimbursed at www.switch2t-mobile.com within 60 days of activation and that the account remain active and in good standing until the reimbursement is received.
T-Mobile records indicate that Ms. [redacted] activated her account on August 30, 2015 and that she cancelled her service on October 18, 2015 when she ported her numbers to another carrier.  As such, Ms. [redacted] would not be eligible for the Carrier Freedom program.  Additionally, T-Mobile records do not reflect that we received a submission for reimbursement from Ms. [redacted].
However, in an effort to amicably resolve the matter, on April 19, 2016 we advised Ms. [redacted] that if she provides the required documentation that we would honor the promotion as a gesture of goodwill.  Ms. [redacted] may either provide the documents to me via email at [redacted] or via fax at 505-998-3796. Upon receipt we will issue a prepaid MasterCard issued by Citibank for the reimbursement amount that will take approximately seven to ten business days to produce and mail.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to do so during Ms. [redacted]’s visit to our retail location when she activated 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.
David T[redacted]
Executive Response

July 4, 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 June 21, 2017, regarding the above-referenced account. We are glad to report to your office that upon speaking with Ms. [redacted], she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the 2016 Apple Black Friday promotion. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers like Ms. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms. [redacted] was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP.
T-Mobile records confirm that on November 25, 2016, Ms. [redacted] purchased an iPhone 7 device with 32GB of memory under her mobile number ending in 8605. Ms. [redacted] traded-in her fully owned iPhone 6s device and accepted a trade-in credit in the amount of $185.00. If eligible for the promotion, Ms. [redacted] would have received a maximum of $649.99 between trade-in and promotional bill credits. In reviewing Ms. [redacted]’s account, our records confirm that the account was subscribed to T-Mobile’s Simple Choice North America, Unlimited Talk, and Text with 10GB of data per line rate plan. As Ms. [redacted]’s mobile number ending in 8605 was not subscribed to Unlimited Data as required by the promotion guidelines, she did not meet the eligibility requirements for the promotion.
On June 20, 2017, in an effort to resolve Ms. [redacted]’s concerns, Customer Care issued a onetime bill credit to Ms. [redacted]’s account in the amount of $111.00 for the disputed monthly equipment charges assessed to her account.
On June 28, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns and the information mentioned above. At that time, Ms. [redacted]’s remaining equipment balance for her new iPhone 7 with 32GB of memory device was $422.11. Considering the $185.00 trade-in credit and $111.00 bill credit provided by Customer Care, if eligible for the promotion, there would be a remaining equipment balance of $353.99 that would need to be credited. In an effort to amicably resolve this matter, on June 28, 2017, T-Mobile closed the EIP associated with Ms. [redacted]’s iPhone 7 device, which she accepted 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

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. Additionally: I would like to experience better customer service from T-Mobile, at times I have receive poor customer service and would not take the time out to listen to my complaint so that the matter could be resolved without a outside third-party.  T-Mobile MUST understand that I'm also a disability income recipient and that my income can be at times limited. Though, with that being said. A payment arrangement should not be so difficult if this again arises.  Also, full disclosure with me about my account at time of call is expected so that I wouldn't be blindsided with amounts due in the first place.  I'm never the type of customer of getting out of paying my monthly bill its how T-Mobile deny me of making reasonable payment arrangements.  Further, T-Mobile if not able to work with those in low income status should open an account with that person, at first. This can cause future problems if T-Mobile is unwilling to work with those that are on fix income.  The date arrangements do not correlate with time of monthly income due them. Hope  to have a better business relation with T-Mobile.
Sincerely,
[redacted]

I just would like to clarify that the sales representative never told me about refund policy, besides that, I told him before the purchase, if they are not able to print the receipt with my name AND address, I don't want the sim card. What he did was, scanned the sim card, charged me and then told me he cannot print the receipt with my address. And that is when the manager by the name Maria came, was very rude with me and invited me to go out of the store and call customer care to resolve something that was going on INSIDE HER STORE. This is not acceptable. Sincerely, [redacted]

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

February 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 February 3, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s experience at his local retail store while attempting to upgrade his son’s phone. 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. T-Mobile strives to provide world-class service to all of our customers on each and every contact. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent visit to our retail location.
T-Mobile records indicate on December 15, 2016, Mr. [redacted] initiated an Equipment Installment Plan for a new Apple iPhone 7 32 gigabyte (“GB”) handset. We do regret if Mr. [redacted] had the attention of purchasing the plus size model of the new Apple iPhone 7.
In an effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $100.00 toward Mr. [redacted]’s open Equipment Installment Plan for the Apple iPhone 7 32 GB handset. Mr. [redacted]’s remaining Equipment Installment Plan for his Apple iPhone 7 32 GB is now $495.81.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

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, provided that the refund is received. Citibank has not yet sent the refund and made a error in the address it sent the refund. As of today, 3/23/16 no refund has been received. Citibank stated it would take 2-3 business days for them to process the Ach form sent on 3/18/16 to direct deposit the refund. I request the complaint remain open until the refund is receivedSincerely, [redacted]

May 17, 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 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to charges on his account. T-Mobile records reflect that Mr. [redacted] activated his account on March 14, 2016. Our records confirm that Mr. [redacted] activated a Mobile Internet (“MI”) line and was subscribed to the Simple Choice North America 18GB MI rate plan where for $80.00 a month Mr. [redacted] would receive unlimited text and 18GB of 4G/LTE high speed data.
T-Mobile records reflect that on November 14, 2016, Mr. [redacted] elected to change his rate plan online via out myt-mobile.com website, to the $10.00 On Demand MI rate plan. Please be advised that T-Mobile has no records of Mr. [redacted] requesting for his MI line to be canceled. Additionally, T-Mobile records confirm that there has been no usage on the MI line as of November 15, 2016.
It is important to note that T-Mobile has been sending billing statements to the address on file which is the same address provided in your correspondence indicated Mr. [redacted] of charges on his account.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charges. Please note that the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on March 16, 2017. As this is beyond the dispute period, it is T-Mobile’s position that Mr. [redacted] has been billed accordingly.
Upon speaking with Mr. [redacted] on May 16, 2017, T-Mobile offered a $100.00 refund card. Please note that refund card may take from seven to ten business days to arrive. Mr. [redacted] has accepted our offer. 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.
Juan Be[redacted] Executive Response

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

August 31, 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 23, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile understands the importance of customers billing statements reflecting the expected charges and we regret any difficulties Mr. [redacted] has encountered. T-Mobile also wishes to thank Mr. [redacted] for bringing his concerns to our attention as customer feedback is very important in improving the overall customer experience. It is important to note that Mr. [redacted]’s account is billed for the current month of service with a billing cycle that starts on the 19th of each month and ends on the 18th of the following month. Additionally, Mr. [redacted] has the following Equipment Installment Plans (“EIP"): • 4G LTE HotSpot for $3.58 per month • LG Optimus L90 for $5.74 per month • Two Alcatel One Touch Pixi tablets and device accessories for $18.99 per month • Samsung Galaxy S7 32GB for $27.92 per month. T-Mobile records confirm that, on July 21, 2016, the rate plan was changed to T-Mobile’s Simple Choice rate plan for $80.00 per month; previously Mr. [redacted]’s account was subscribed to the Simple Choice Family Match plan for $100.00. This rate plan change was backdated to July 19, 2016, the start of the then current billing cycle which resulted in the following billing statement reflecting monthly recurring charges for the Simple Choice rate plan for both the July and August billing cycles along with the EIP installments and a total amount due of $333.96. T-Mobile regrets any confusion or inconvenience this may have cause Mr. [redacted]. During the timeframe Mr. [redacted] was speaking with T-Mobile to settle the account balance, T-Mobile records indicate he was quoted a monthly cost of approximately $144.00 going forward after payments had been made. In order to provide a truly un-carrier experience, T-Mobile has applied an account credit in order to revise the balance to match $144.00. In addition to this account credit, T-Mobile has also waived the remaining balance owed on the HotSpot device, again to reach an amicable resolution; no installments for this device will appear on future billing statements. As of the date of this letter, Mr. [redacted]’s account reflects a balance of $144.00 and has a future dated payment for $57.09 to be processed on September 1, 2016. Once this has posted to the account, the remaining balance of $86.91 will be due no later than September 11, 2016. Going forward, Mr. [redacted]’s monthly recurring charges will be $132.65 plus applicable taxes, fees, and surcharges. 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. Liana G[redacted] Executive Response

January 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 January 2, 2017, regarding the above-referenced account. T-Mobile regrets any handset or data concerns that Ms. [redacted] has experienced. T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 Plus handset on February 29, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by Apple. In addition, upon review of Ms. [redacted] account, this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or could contact the manufacturer directly to discuss repair or replacement options. Under T-Mobile’s 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. Our records confirm that Ms. [redacted] participated in Handset Exchange Program on June 12, 2016; September 25, 2016; November 14, 2016 and December 5, 2016. Please be advised that each handset purchase includes a set of Terms and Conditions, including the Limited Warranty policy being provided. Please refer to the Warranty Information which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” We regret that Ms. [redacted] continues to experience concerns with her replacement handsets. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her data service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should expect moderate coverage indoors, and satisfactory outdoor coverage. In addition, our records confirm that we have recently made improvements to the coverage in Ms. [redacted] area during our recent modernization efforts, using our 700 MHz LTE and 1900MHz LTE spectrum. Please note that Ms. [redacted] Apple iPhone 6 Plus handset is not compatible with these bands of service, and as such, Ms. [redacted] data concerns would likely improve with an upgraded handset. As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile has offered to exchange Ms. [redacted] current Apple iPhone 6 Plus handset for a Certified Pre-Owned Apple iPhone 6s Plus handset, allow Ms. [redacted] to take advantage of our upgraded LTE coverage in her area, at no cost. Alternatively, as Ms. [redacted] indicated she does not wish to receive a Certified Pre-Owned handset, T-Mobile has offered a discount in the amount of $266.00 off the cost of any upgraded handset purchase, in addition to allowing Ms. [redacted] to return her current iPhone 6 Plus to be relieved of the remaining Equipment Installment Plan (“EIP”) balance owed. Ms. [redacted] is currently considering her options and has been advised that these offers will be available to her for 30 days, through February 9, 2017. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response