T-Mobile Usa Inc

July 15, 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 29, 2016, regarding the above-referenced account. We regret any concerns Mr. [redacted] experienced while attempting to return his iPhone 6S and we appreciate the opportunity to review and address his concerns. T-Mobile records indicate that on February 11, 2016 Mr. [redacted] purchased and brand new Apple iPhone 6S 16GB handset. As of the time of Mr. [redacted]’s purchase of the Apple iPhone 6S 16GB handset, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange. T-Mobile records indicate that on July 1, 2016, Mr. [redacted] visited a T-Mobile retail location and requested to exchange his Apple iPhone 6S 16GB handset for a new handset. As Mr., [redacted] was well past the return period he was advised that he could no longer return or exchanges his Apple iPhone 6S 16GB handset. On July 8, 2016, T-Mobile contacted Mr. [redacted] and he confirmed that the picture that he previously mentioned was uploaded in to his handset on June of 2016, which is four months after he purchased the handset. Mr. [redacted] was advised he was beyond the return period and unfortunately would not be able return his Apple iPhone 6S 16GB handset. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile issued a one-time courtesy credit in amount of $100.00, as such Mr. [redacted]’s account reflects a balance of $76.26. Mr. [redacted] accepted this as a resolution and had no additional 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. Robert R[redacted] Executive Response

April 4, 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 March 20, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her service. In an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patterns. We strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs. This assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers.
Upon careful review of the usage on Ms. [redacted]’s account prior to cancellation; over several months, we have determined that the majority of her usage has not been on the T-Mobile network. T-Mobile is provided Ms. [redacted] with 35 days advance notice so she had sufficient time to make arrangements to find a service provider in the areas where she uses her mobile phone services. Ms. [redacted]’s account will not incur additional fees to cancel; however she will receive a final billing statement up until the time of cancellation. Please be advised that on March 15, 2017, Ms. [redacted] ported her mobile number ending in [redacted] to another service provider.
As we want to ensure that our customers are provided the best experience possible, on April 2, 2017, Ms. [redacted] was contacted via email and was advised that she may port her number back provided that she is in the U.S. on the T-Mobile network. Please be advised that Ms. [redacted] has been advised that if her service is used on another network more than 50% of the time, T-Mobile has the right to terminate service pursuant to our Terms and Conditions. Ms. [redacted] may contact me at the number below if she would like to transfer her number back to T-Mobile.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

June 29, 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 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account. We are pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction.
We regret any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that as of December 4, 2016, Mr. [redacted] is subscribed to the T-Mobile ONE rate plan, which provides unlimited talk, text, and data, for $130.00 per month plus applicable taxes. Please note that all additional lines added after the first two are $25.00 each per month. Additionally, Mr. [redacted] subscribes to the premium handset protection feature for $12.00 per month on his lines ending in [redacted] and [redacted].
Our records reflect that Mr. [redacted] activated his service on December 4, 2016 and attempted to take advantage of the following promotions:
• Carrier Freedom; and
• Magenta Port-In offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, our records reflect that Mr. [redacted] met all of the requirements for Magenta Port-In offer and received a total reimbursement of $800.00, which is an equivalent of $200.00 per line ported in to T-Mobile. With respect to the Carrier Freedom offer, Mr. [redacted] did not meet the requirements. The Magenta Port-In offer was not compatible with the Carrier Freedom offer.
However, in an effort to amicably resolve Mr. [redacted] concerns, on June 27, 2017, T-Mobile has issued a reimbursement of $600.00 as a onetime courtesy. This reimbursement is to honor Carrier Freedom, less the Magenta Port-In reimbursement of $800.00 which was provided on February 3, 2017. It is important to note that this reimbursement will be deposited to Mr. [redacted]’s checking account within three business days. 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.
Sharon B[redacted]
Executive Response

September 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated August 24, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile is pleased to note that we have resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile records indicate that on July 5, 2017, Ms. [redacted] contacted T-Mobile Customer Care to set up a payment arrangement for the past due balance of $405.78 to be paid on July 19, 2017.
The arrangement terms were agreed to and the arrangement was set to auto draft on her credit card. On July 11, 2017, due to an inadvertent error, T-Mobile attempted to draft a payment for the full account balance of $892.83 from a checking account that had never been used on Mr. [redacted]’s account before. On July 15, 2017 and on July 18, 2017, our payment system again attempted to remit payment for the full balance due at that time. Please note than none of the three payment attempts were successful due to insufficient funds resulting in returned payment fees of $20.00 per attempt.
On July 20, 2017 Ms. [redacted] contacted Customer Care to inquire as to why the payment did not process off of her credit card on her agreed upon arranged payment date of July 19, 2017, and to remit the payment of $405.78 manually. Please note, Ms. [redacted] was advised to remove the checking account payment method from the T-Mobile account during this process, which she has stated she completed. The manual payment, however, incurred a $5.00 payment processing fee as it was not able to be done through our self-service option where there is no fee.
On August 1, 2017, Ms. [redacted] contacted Customer Care to again set up a payment arrangement, this time in two parts of $240.00 due on August 10, 2017, and $240.05 due on August 19, 2017. Regrettably, on August 10, 2017, T-Mobile again attempted to process payments on the incorrect checking account. Our records indicate the removal of the payment method from Ms. [redacted]’s account on that day, and again she processed a manual payment. On August 19, 2017, T-Mobile again attempted to process the payment on the incorrect checking account, and again it resulted in returned payment fees of $20.00 per attempt. In addition, due to the returned payments, Ms. [redacted] was blocked from the ability to process future payment arrangements through our self-service options.
On August 24, 2017, Ms. [redacted] completed the payment arrangement by processing a manual payment of $241.00 through Customer Care at which time she was charged another $5.00 payment processing fee. T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted].
In an effort to resolve Ms. [redacted]’s concern T-Mobile has taken the appropriate steps to ensure the removal of the incorrect checking account from Mr. [redacted]’s account. In addition, we have remitted a request to have the self-service options returned to her. While we are attempting to restore her permissions, T-Mobile has placed a suspension hold on Mr. [redacted]’s account for 90 days to allow the ability to process payments as needed without incurring additional fees. Additionally, T-Mobile applied a credit to the account balance for the fees incurred due to this situation and for the inconvenience in the amount of $207.00, reducing the total balance to $721.44, of which $322.30 is considered past due. Ms. [redacted] accepted this as a 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.
Juan C[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.
However, although there policy may be not to charge, I believe I was charged for at least one of them by the stores. 
Sincerely, [redacted]

July 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 13, 2017, regarding the above-referenced account.
T-Mobile regrets to learn that Mr. [redacted] is not satisfied with our previous response to your office and will make every effort to fully address his concerns in this letter.
As stated in our previous letter to your office, Mr. [redacted] took advantage of two of T-Mobile’s promotional offers; the 2016 Fall LG Smartphone Offer and the 2016 November Samsung Tablet on Us. On December 1, 2016 both an LG Stylo 2 Plus smartphone and a Samsung Tab E tablet were purchased by taking advantage of T-Mobile’s Equipment Installment Plan (“EIP") offer. As is the case with promotional offers, certain requirements must be met in order to qualify some of which were met however some were not. It is also important to note that the monthly credits related to these promotional offers will take up to three billing cycles to appear on the monthly billing statements; additional credits will be applied on the first billing statement where they appear to account for any previously missed credits.
At the time Mr. [redacted] purchased these two devices, he also changed from the Simple Choice North America rate plan to the T-Mobile ONE rate plan which was one of the requirements to qualify for the 2016 Fall LG Smartphone Offer. A mobile internet line of service was also added to the account, but it was not subscribed to the correct rate plan to qualify for the 2016 Fall LG Smartphone Offer. T-Mobile regrets any confusion this may have caused. T-Mobile records confirm that, on January 2, 2017, the account was converted back to the Simple Choice North America rate plan thus disqualifying Mr. [redacted] from the 2016 Fall LG Smartphone Offer.
On June 12, 2017, the EIP associated with the Samsung Tab E tablet was closed due to the device being returned. It is important to note that this device was returned outside of the 14 day return period, nevertheless T-Mobile made an exception and, on June 12, 2017, credits totaling $60.00 were applied to offset the previously billed EIP installments.
Upon a thorough review of Mr. [redacted]’s account, T-Mobile has confirmed that, despite the account not fully qualifying for either these offers, the following promotional credits were applied after the rate plan change occurred:
• The billing statement dated March 2, 2017 included a credit for the LG Smartphone Offer;
• The billing statement dated April 2, 2017 included one credit for the LG Smartphone Offer and four credits for the Samsung Tablet On Us offer;
• The billing statement dated May 2, 2017 included credits for both of these promotional offers;
• The billing statement dated June 2, 2017 included a credit for the Smartphone On Us offer; and
• The billing statement dated July 2, 2017 included a credit for the Smartphone On Us offer
It is important to note that, the installments for the Samsung Tab E tablet were double credited for four months which overlapped between the refunded credits issued and the promotional credits issued. Mr. [redacted] can confirm these credits by visiting the My T-Mobile website and registering with the mobile number ending in [redacted] as that is the only line of service that remains active on the account. It is T-Mobile’s position that Mr. [redacted] has been issued credits in excess and no further compensation is owed for these two promotional offers. Please note that, despite the account no longer qualifying, Mr. [redacted] continues to receive monthly credits for the LG Smartphone Offer however this is not promised to continue . T-Mobile encourages Mr. [redacted] to contact our Customer Care team in order to change his individual line to the correct rate plan in order to continue receiving these credits.
Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
A review of the account confirms that Mr. [redacted]’s payment that was due on March 22, 2017 was not received on time. T-Mobile provided Mr. [redacted] with text message notifications and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. 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 Mr. [redacted] made a payment on April 11, 2017, and the service was resumed, the account was assessed a $20.00 restore from suspension fee per line of service. It is T-Mobile’s position these charges are valid and no compensation is due.
In Mr. [redacted]’s letter to your office, he states he is in dispute of international calling charges that were reflected in a previous billing statement. T-Mobile records confirm that, on March 8, 2017, a call was placed to the Dominican Republic at a rate of $3.00 per minute. T-Mobile provides customers access to all international calling and roaming rates by visiting https://www.t-mobile.com/optional-services/international-calling.html. All T-Mobile customers are able to dial internationally from the U.S. upon activation and are able to activate an International Calling Block if the wish to prevent any users from placing such calls. T-Mobile has confirmed that the account did not of the International Calling Block on the line which incurred the toll charge and therefore it is T-Mobile’s position this call is accurate and the cost is valid and owed.
As of the date of this letter, Mr. [redacted]’s account reflects a balance of $38.39 with a due date of July 22, 2017. If Mr. [redacted] wishes to keep his account active, he can expect monthly recurring charges totaling $118.42 including applicable taxes and fees. If Mr. [redacted] decides to cancel his T-Mobile account, his final billing statement will reflect the remaining balance owed for the currently active EIPs. On November 7, 2016, Mr. [redacted] qualified for and took advantage of an EIP with the purchase of an Apple iPhone 7 smartphone and agreed to 24 installments of $27.09. Mr. [redacted] can make early payments on the EIP in order to avoid the remaining balance billing in full on his final billing statement. As T-Mobile has no record of the LG Stylo 2 Pro being returned, the EIP will remain active and, if Mr. [redacted] chooses to cancel the account, the remaining balance will be billed in full on the final 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.
Liana G[redacted]
Executive Response

December 6, 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 Name: [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 27, 2016, regarding the above-referenced account. Please note that Mr. [redacted] is listed on Ms. [redacted]’s account as an Authorized User and is able to discuss account details and make account changes. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile understands the importance of ensuring our customers receive their new devices within the promised timeframe for delivery and we thank Mr. [redacted] for his bringing this matter to our attention. T-Mobile records indicate that on September 20, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB Rose Gold 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 installments. Based on Mr. [redacted]’s personal credit history at the time of Mr. [redacted]’s purchase, Mr. [redacted] was not required to make a down payment; however, he agreed to pay $ 152.48, which is for the taxes on the full retail price of the device as well as the full retail cost of accessories purchased with the device. Due to such high demand, the device was on backorder and Mr. [redacted] was advised the device and accessories were expected to be shipped between November 22, 2016 and December 6, 2016. In the case of backorders, it is important to note that the payment due at the time of purchase is not collected until the order is ready to ship and is typically withdrawn approximately 72 hours prior to the anticipated ship date. Upon a careful review of Mr. [redacted]’s order, T-Mobile records indicate the payment for the order was collected on November 14, 2016, however due to a system error the order was not successfully shipped. T-Mobile regrets any inconvenience to Mr. [redacted] and thanks him for his understanding and patience in regards to this matter. A replacement order was placed on December 2, 2016 and shipped to Mr. [redacted] on November 6, 2016 via UPS overnight shipping and is anticipated to be delivered by the end of the day on December 7, 2016; the tracking number is [redacted]. In order to provide Mr. [redacted] with a truly un-carrier experience, and due to the excellent account history, T-Mobile has agreed to honor his request for a $200.00 account credit as compensation for this matter. As of the date of this letter, Mr. [redacted]’s account reflects a credit balance of $1.28 which will be applied toward the next billing statement. T-Mobile has also provided Mr. [redacted] with the below contact number and advised him to contact the Executive Response Team should he require any further assistance with this order. 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 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 24, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to his refund. T-Mobile records indicate that on August 22, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 7 64GB handset in black. 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. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $657.99 plus applicable taxes and agree to a series of 24 monthly installments in the amount of $8.00. Regrettably, which 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]. Please note that customers are not required to return the device to T-Mobile; waiting for the announcement from Samsung about their plan for collecting the recalled handsets is an option. For those customers that did not want to wait any longer, those who already have their Note 7, regardless of where it was purchased, were able to take that handset back to the retail store for a full refund. For those customers that had their new handset shipped to them, they can also return to their local retail store where a return will be completed. T-Mobile records reflect that Mr. [redacted]’s aforementioned EIP was closed on October 28, 2016, and a corporate refund check was issued in the amount of $733.13. Please note that a corporate refund check is issued when the original payment method was cash for the amount of $300.00 or above, which can take up to nine to twelve business days to be received. After further review, due to an inadvertent error the aforementioned refund was not issued via pre-paid debit card. In an effort to amicably resolve Mr. [redacted]’s concerns on December 30, 2016, T-Mobile refunded the amount of $733.13 directly to his bank account ending in 3269 which he provided to our Customer Care team. Please allow 1-3 business days in order for this to reflect in Mr. [redacted]’s bank account. As an additional courtesy to Mr. [redacted] on January 2, 2017, T-Mobile issued a one-time credit in the amount of $50.00 to his account resulting in an updated balance in the amount of $214.82 which is due on or before January 7, 2017. 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 contact with our retail location. 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. Shannon R[redacted] Executive Response

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

in receipt of your correspondence dated March 31, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On March 26, 2016, our records show that Mr. [redacted] called in and requested an over payment refund for the credit balance on the account in the amount of $81.53, as he intended to deactivate his line with T-Mobile. As Mr. [redacted] intended to port his line to another provider, T-Mobile could not deactivate the line as the line would need to remain active for the port out to process. T-Mobile records show that Mr. [redacted] prepaid account ending in [redacted] was set up with auto renew, which automatically pulls the monthly payment each month from the account’s credit balance. As such, on March 31, 2016, the monthly payment in the amount of $30.00 was automatically deducted from the credit balance of $81.53 on the account. Later on March 31, 2016, the mobile number ending in [redacted], ported to another provider. As T-Mobile is committed in providing our customers with resolutions to their concerns, on April 3, 2016, a refund in the amount $81.53 was processed into the checking account provided by Mr. [redacted]. Upon speaking to him, he was advised that this refund may take up to three business days, which is dependent on his financial institution. Mr. [redacted] accepted our resolution to his concerns. We apologize for 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. Carla S[redacted] Executive Response

April 13, 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 April 1, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that the business has designated [redacted] as an authorized user of the 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 Mr. [redacted] contact with our representative. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier family. We regret hearing of Mr. [redacted] concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [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, collectively known as Carrier Freedom have been overwhelmingly successful. In order to qualify for the reimbursement of early termination fees, customers must submit their trade-in via [redacted] and submit their old carrier’s final bill pages showing the Early Termination Fees or device payment plan, phone number(s), name, and address to [email protected] within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees 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 active and in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Please note that any service charges from the other service provider are the responsibility of the customer and shall not be reimbursed. Nevertheless, as a gesture of good will, on February 14, 2016, a courtesy credit in the amount of $400.00 was applied to Mr. [redacted] account. Additionally, a second courtesy credit in the amount of $100.00 was applied on February 15, 2016. As such, T-Mobile respectfully declines any further compensation towards services provided by Mr. [redacted] previous service provider. Additionally, 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. T-Mobile records reflect that Mr. [redacted] did not receive an up-front trade-in credit at the time of activation and, would therefore be eligible to receive the full amount up to $650.00 per mobile number. Please be advised that T-Mobile supports various methods for device remittance including: upgrade returns, device recovery (trade-in), and limited warranty exchange. Please note that with the various remittance programs, T-Mobile has various warehouses for remittances dependent on the program being utilized by our customers. Upon speaking with Mr. [redacted] on April 7, 2016, T-Mobile determined that the devices that Mr. [redacted] submitted for trade-in were sent to our upgrade return warehouse rather than [redacted]. As such, Mr. [redacted] request for Carrier Freedom reimbursement was denied. Although the devices were not submitted to the proper warehouse in an Un-Carrier move, on April 13, 2016, T-Mobile offered to honor Mr. [redacted] submission for Carrier Freedom reimbursement in the amount of $2,329.90 by issuing a pre-paid debit card sent out to his address of record. It is important to note that it may take up to 7 to 10 business days to be received. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to his reimbursement. 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. Shannon 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.
Thank you very much for your help Revdex.com .
Sincerely,
[redacted]-[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. I was personally contacted by the company in which they made every effort to correct my issue as expressed in my original notes.
Sincerely,
[redacted]

April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your...

correspondence dated March 21, 2018, regarding the above-referenced file number.  Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] which have proven unsuccessful. Upon review, T-Mobile has confirmed that this complainant is not a T-Mobile customer and may be a Sprint customer as conveyed in their correspondence to your office.  As such, we respectfully request that you forward this correspondence to Sprint for investigation and response.  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. 341-7997.Very truly yours,T-MOBILE USA, INC.Chris [redacted]Executive Response

August 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 July 26, 2016 regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted] concerns to her satisfaction. T-Mobile certainly regrets to hear that Ms. [redacted] has questions about the Equipment Installment Plan (EIP) payoff payment made to her account and how that payment has impacted the account balance. Please note that when a customer initiates an EIP payoff and remits an additional payment toward their outstanding EIP, the payment is posted to the account immediately and impacts the outstanding balance at that time while the associated charge to close the EIP does not generate and post to the account balance until the end of the billing cycle. As such, if there is a balance owed for service at the time of EIP payoff payment, the payment will be applied to that open balance first before any residual is applied towards the EIP. Our records reflect that Ms. [redacted] made payments totaling $166.47 between July 12, 2016, and July 15, 2016, that were intended to pay off her outstanding EIP loans for her ZTE Zmax, two Samsung Galaxy Avants, an LG Tone Pro, and a Samsung Galaxy Grand Prime. Our records confirm that at the time Ms. [redacted] remitted her EIP payment, there was a balance owed of $203.18 for the June 21, 2016, billing statement. The payment was applied toward that balance, leaving a balance of $36.71, which Ms. [redacted] then paid on July 15, 2016, bringing her balance at the time to zero. Then, when the billing cycle closed, the charges for the EIP payoff for the above equipment were pushed to the July 21, 2016, billing statement as charges. Be assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Ms. [redacted] is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoff. Nevertheless, in an effort to amicably resolve Ms. [redacted] concerns, on July 28, 2016, ended the EIP loan for her Samsung Galaxy Grand Prime with IMEI number [redacted] and waived the remaining balance of $75.95. As an additional courtesy, we applied a credit of $90.52 to Ms. [redacted] account, leaving her account with a credit balance of $90.52. Ms. [redacted] may verify her outstanding balance by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

April 26, 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 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding the return of the coverage device. On March 22, 2016, T-Mobile provided Mr. [redacted] with a 4G LTE CellSpot coverage device. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00.
On March 4, 2017, Mr. [redacted] cancelled his T-Mobile account. Unfortunately, at the time of cancellation, a return label was not generated for the 4G LTE CellSpot, resulting in a non-return fee in the amount of $149.04, which was assessed toward the account. T-Mobile records confirmed that we have not received Mr. [redacted]’s 4G LTE CellSpot.
Nevertheless, in an effort to amicably resolve the matter, on April 18, 2017, T-Mobile applied a credit of $149.04 toward the account for the previously billed non-return fee. Pursuant to our conversation, Ms. [redacted] confirmed that the matter was resolved. The account remains closed with a zero balance. 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.
Adrianne F[redacted]
Executive Response

February 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 January 28, 2017, regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our retail location. T-Mobile records confirm that Mr. [redacted] activated on November 27, 2016, and is referring to our 2016 Magenta Port-in offer. The 2016 Magenta Port-in offer provided customers who ported their mobile numbers to T-Mobile between November 24, 2016, through December 21, 2016, would receive $200.00 back when they port their mobile number to T-Mobile, trade-in their previous carrier’s device, and are subscribed to a qualifying unlimited plan. Please be advised T-Mobile’s Simple Choice North American Unlimited, Talk, Text, & Data rate plan with 2GB of included data does not qualify for this promotion. T-Mobile regrets if any representative advised Mr. [redacted] otherwise Nevertheless, in an effort to amicably resolve this matter, T-Mobile applied a credit in the amount of $200.00 to the account balance. Mr. [redacted]’ account now reflects a credit balance of $136.99. 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

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 also received a phone message from the company, apologizing to me and telling me there would be no collection activity and that there is now a zero balance.  I would like to state that the phones they sent me were never activated, no phone calls were ever made and no text messages or data were ever sent / used on a T mobile account, and I returned all phones and SIM cards promptly as requested.  I would like the company to know that the customer service I received each time I called the company was poor.  Agents were rude, unhelpful, dishonest, and each one told me something different than the last.  One agent shut off my service with [redacted] without my permission when I called for help in activating the T mobile phones--and then proceeded to hang up on me--leaving me with no phone service at all.  [redacted] helped me even though I was planning to leave them, and helped me get my phones back on.  Lastly, the advertisements on television for T mobile are misleading and false.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.
"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".
I question how TMobil, sold me a phone that I am suposed to be paying for two years and according to their own words, above, it is not compatible with their system.
I am accepting their offer but if this new phone or their system gives me problems, I believe that my contract should be finalized without a question.
Thanks to the Revdex.com for helping me out in this terrible experience with TMobil.Sincerely, [redacted]

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile regrets any concern to Ms. [redacted] regarding her recent experience and appreciates the opportunity to respond to her concerns. T-Mobile records confirm that on April 27, 2017, Ms. [redacted] signed up for T-Mobile’s T-Mobile ONE rate plan effective May 2, 2017. T-Mobile ONE includes unlimited minutes, messaging, and unlimited 4G LTE device data plus a variety of Un-carrier benefits to postpaid customers, with all taxes and fees included in the price. Ms. [redacted] elected to add the additional $25.00 One Plus International data feature allowing Unlimited 4G LTE Smartphone Mobile Hotspot. T-Mobile records indicate that following the change to T-Mobile ONE Ms. [redacted] experienced network issues that were the result of Network Modernization.
T-Mobile is always working to improve its service, and we regret any data service issues that Ms. [redacted] may have experienced. Unfortunately we are unable to guarantee data speeds in any location. The option to predict an exact speed is not available 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.
As Ms. [redacted] mentioned in her correspondence to your office, on June 5, 2017, she inquired about possible hacking or smartphone breach concerns on her line ending in 4179. It should be noted that T-Mobile’s systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the System Identifying Module (“SIM”) card. The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.
Nevertheless, as a courtesy to Ms. [redacted], on June 14, 2017, T-Mobile issued a credit in the amount of $75.00 in the form of a one-time bill credit updating her account balance to zero and any future charges associated with the above mentioned account as a result of a port out that occurred on June 7, 2017.

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 Ms. [redacted] and hope that she accepts our offer as resolution to this matter.
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

June 27, 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 Prepaid Mobile No. [redacted]-[redacted]-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated June 19, 2016, regarding the above-referenced prepaid number. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s concerns to his satisfaction. We sincerely regret any misinformation that Mr. [redacted] may have received regarding the service he would receive while using his prepaid service in Europe. Please note that at the time of Mr. [redacted]’s travels, he was subscribed to our Simply Prepaid $40.00 rate plan, which does not include any international roaming capabilities. However, please note that T-Mobile offers a $5.00 feature to allow international calling, although the rates vary per country and there must be credit balance on the prepaid account to allow the international calls to connect and deduct. As Mr. [redacted] was not subscribed to the international roaming feature, he was unable to complete any international calls. Upon speaking with Mr. [redacted], it appears that he was provided with the international roaming rates which are available to our postpaid customers only through our Simple Global offering. We regret any inconvenience to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile has issued a credit to Mr. [redacted]’s prepaid account in the amount of $150.00, the equivalent of six months of service on his current $25.00 per month rate plan. Mr. [redacted] accepted this offer as resolution in full to his concerns. 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, and we thank him for bringing this matter to our attention so that the proper feedback can be provided. 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