T-Mobile Usa Inc

August 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account. T-Mobile regrets that Mr*** feels that our investigation is not sufficient to resolve the concerns presented in his letter to your agencyAs previously stated in our letter to your office dated August 4, 2017, T-Mobile was offering our AAL's for the Price of promotion from May 25, through June 27, to eligible postpaid customers with lines or less on our T-Mobile ONE rate plan that have a minimum of two voice lines could get two additional lines for the price of one via bill credits of 50% off each additional line while on a qualified plan As Mr*** had one existing line on June 14, 2017, he added two lines which qualified him to receive one of those lines at 50% off. T-Mobile records confirm that Mr*** line ending is receiving the appropriate bill credits, which reflected on page four of his most recent billing statement. Please be advised that T-Mobile has performed a second review of Mr***’s account regarding his monthly billing concerns, and it should be noted that our position remains unchanged. As Mr***’s account is currently assembled, he has three voice lines of service which bill at the rate of $per month, after the aforementioned 50% add-a-line discount, Mr***’s account bills at the rate of $Should Mr*** wish to achieve a $monthly rate for talk, text, and data services, he may contact Customer Care and request the cancellation of his third line of service. However, it should be noted that we welcome Mr*** to continue as our customer with his three lines of service as noted above. Should Mr*** wish to continue his account as currently assembled, it is with the understanding that his add-a-line will bill at the monthly rate of $and will be coupled with a 50% monthly discount. T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Sharon B*** Executive Response

August 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***-***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile
Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced accountPlease be advised that our records confirm that *** *** ***-*** and *** *** are one and the same
T-Mobile regrets any concerns that Ms***-*** may have experiencedT-Mobile records show that on March 5, 2017, Ms***-*** activated service with mobile number ending in ***At that time Ms***-*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6s Plus
As of the time of Ms***-***’s purchase of a new handset for use on the mobile number ending in *** T-Mobile provided a day return period which allowed Ms***-*** to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase
Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at www.T-Mobile.com
Further records confirm that April 18, 2017, T-Mobile received Ms***-***’s iPhone 6s PlusOur records indicate that on April 18, 2017, Ms***-*** qualified for and took advantage of our EIP offering with the purchase of an iPhone PlusFurthermore, our records show that on June 27, 2017, Ms***-*** qualified for and took advantage of our EIP offering with the purchase of a ZTE Z Max ProOn July 8, 2017, T-Mobile received Ms***-***’s iPhone Plus and ZTE Z Max Pro
T-Mobile records indicate that on July 10, 2017, Ms***-*** qualified for and took advantage of our EIP offering with the purchase of an LG Stylo On July 23, 2017, T-Mobile received Ms***-***’s LG Stylo
T-Mobile records indicate that on July 22, 2017, ***-*** qualified for and took advantage of our EIP offering with the purchase of a Samsung JPlease be advised that all EIPs except for the Samsung Jhave been closed due to returns completed
To amicably resolve this matter, on August 14, 2017, T-Mobile replaced Ms***-***’s Samsung Jwith a new iPhone 6s Plus Rose Gold at no cost as a gesture of goodwillMs***-*** has accepted this offerWe further regret any inconvenience to Ms***-***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris L*** Executive Response

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated June 2, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has resolved Mr***’s concerns to his satisfactionWe regret any dissatisfaction to Mr*** regarding his T-Mobile experienceT-Mobile records indicate on April 28, 2016, Mr*** activated a line of service with T-Mobile and he was required to pay $as depositAdditionally, Mr*** took advantage of our Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy Grand Prime device and paid an $down payment along with the sales taxes of $Including his $deposit, Mr*** made a total payment of $Unfortunately, on April 29, 2016, Mr*** cancelled his T-Mobile accountAs Mr*** returned his equipment, on May 17, 2016, T-Mobile applied a credit of $to pay off the remaining EIP balance on the Grand Prime deviceFurthermore, on June 1, 2016, we credited the prorated charges of $to bring the balance to zeroIn an effort to amicably resolve Mr***’s concerns, on June 7, 2016, T-Mobile provided him a full refund in the amount of $in the form of direct transfer to his bank accountMr*** accepted the refund as resolution to his concerns and his account remains cancelled with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCSal O*** Executive Response

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:I have contacted the person resolving this matter on October at 4:00pmI left a voicemail with my mobile number and I have not received a call backI do not want this matter closed because I still have this ongoing issue that no one has been able to resolveI have a 8-5pm schedule which makes it difficult to communicate with T Mobile executive responseI will try and call again tomorrow on my lunch break.Sincerely,*** ***

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me except for the fact that the wording is placing blame on meYou forgot to mention that the employee at the store said it would be automatic in bill cycles and inly found out about I had to fulfil the submission online weeks afterwardsPlease do not blame me for your mistakes.Sincerely, *** ***

September 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 13, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms*** with respect to her Samsung Galaxy Note handsetOur records indicate that on August 27, 2016, Ms*** initiated a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy Note deviceAs has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyWe certainly apologize if one of our employees failed to follow that process for Ms***Please note T-Mobile has begun to receive shipments of the New Samsung Galaxy Note7s and we are working diligently to get our customers taken care ofWe regret to hear that Ms*** was unable to process the loaner phone at the local retail locationUpon further review, our records confirm that on September 21, 2016, Ms*** was able to successfully upgrade to a New Note As a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to offer Ms*** a credit of $which would cover the remaining open balance due on September 28, 2016.Should Ms***, wish to accept this offer, she may contact me directly at the number listed below within days of the date of this letterPlease also be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location and Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCMaggie R*** Executive Response

Tell us why here
October 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** *** ***
Your File No
***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 26, 2017, regarding the above-referenced accountPlease be advised that *** *** and *** *** *** are one and the same
T-Mobile’s goal is to provide exceptional service for all of our customersWe regret any concerns to Ms*** regarding the billing address reflected on her account and her final account balanceIt is important to mention that on February 5, 2017, pursuant to Ms***’s request, the billing address on her account was changed to Dry Creek BlvdProsper TX Additionally, our records confirm that Ms***’s final billing statement dated March 9, 2017, was mailed to the above mentioned billing addressWe regret any inconvenience to Ms***
Our records confirm that Ms***’s final billing statement dated March 9, 2017, had a balance of $which included past due charges of $from the prior billing statement dated February 9, 2017, monthly recurring charges, features, applicable taxes and fees billed from February 9, to March 8, Please note that on May 15, and on May 18, 2017, three systematic tax adjustments of $each were posted to the account, leaving the account with a final balance of $
T-Mobile reviewed the usage from January 9, 2017, through February 15, and during that time Ms*** used a total of 3,minutes and she sent and received multiple text messagesAs such, it is T-Mobile’s position that Ms*** was able to utilize the service and we consider the charges billed as valid
It is important to mention that T-Mobile provided Ms*** multiple notices that her account was in a past due statusThese notices were provided in the monthly invoices mailed to *** *** *** *** *** ** ***, calls from our Financial Care team requesting payment and also lettersPlease be advised that as payment was not remitted for the final balance of $on June 7, 2017, the account was assigned to Receivable Performance Management, a third party collection agency, for the collection of the outstanding balance
On September 1, 2017, Ms*** remitted payment of $for her account’s final balance through Receivable Performance Management, leaving the account closed with a credit balance of $Please be advised that on September 28, 2017, in an effort to amicably resolve this matter, T-Mobile requested the account be removed from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updated
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Aika A*** Executive Response

July 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** *** Your File No*** T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets any payment concerns Ms*** has encountered with her T-Mobile accountOur records confirm that on July 6, 2017, a payment of $was applied to Ms*** T-Mobile accountT-Mobile confirms that Ms*** contacted T-Mobile Customer Care and requested for the payment of $to be refundedT-Mobile confirms that the refund request form number *** was approved and refunded back to the credit card used to make the payment on July 8, Ms***'s account now reflects a $balance due with $that is thirty days past due and due immediately and current charges of $due by July 27,
As T-Mobile has not been able to speak with Ms*** regarding her concerns, should she have any questions regarding the payment refund of $she may contact me directly at the number provided belowT-Mobile regrets any inconvenience to Ms*** regarding 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Amor M*** Executive Response

June 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Prepaid Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 29, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has contacted Mr*** and addressed his concerns to his satisfaction
We regret any inconvenience to Mr*** regarding out Mobile Device Unlock process and we appreciate the opportunity to address his concernsMobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that the LG Gdevice with IMEI *** was not eligible for a Mobile Device Unlock as it was not sold through T-Mobile or a T-Mobile authorized dealer
We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be locked on our network based upon its historyThis is the case with the device referenced in Mr***’s correspondence
However, in an effort to amicably resolve Mr***’s concerns, on June 2, 2017, T-Mobile approved Mr***’s device for permanent unlock as we could not confirm that Mr***’s device still had any links to any other accountPlease note, Mr***’s device is currently approved for a temporary unlock which will expire on June 27, 2017, and he may attempt to permanently unlock his device after the temporary unlock has expiredMr*** accepted the permanent unlock of his device as resolution to his concernsT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Sal O***
Executive Response

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 14, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience the non-return fee may have caused Mr***T-Mobile records indicate on January 1, 2016, replacement equipment was ordered for Mr***’s non-working iPhone 5S Gray 16GB device, and it was shipped to him on January 5, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such, Mr*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Mr*** at the time the exchange was processedOur records do not indicate that we have received the non-working equipmentAs such, the non-return fee of $assessed on Mr***’s account remains validHowever, as a courtesy to Mr*** and in an effort to amicably resolve this matter we have waived the $fee reducing Mr***’s balance to $On April 19, 2016, we received a payment of $bringing the account to a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCDaniel R*** Executive Response

Honestly that's your answer this thing started with customer supportWho screwed things up from the very beginning that's what led me to having to go to a store to pay my bill your company is got to be the dumbest bunch of people I've ever met you don't listen to a single thing a person tells youI will not stop I will continue to complain every time I find an error in my bill and error in your customer service or an error in you Chris P***This is what the Revdex.com is for complaining about bad customer service being shafted out of good reliable customer-based companies and yours is terrible as is probably all the other companies in cellular I'm not going to stop I'm doing this because there's a point of the matter and that's the constantly let you know my provider your errors your billing problems your customer service problems your executive problems your CEOs promises that he listens to his customers and none of you do just want to let you know that I thoroughly enjoy doing this to you guys every single month
Sincerely,
*** ***

May 25,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 12, 2017, regarding the above-referenced accountAfter careful review, T-Mobile has determined that *** *** and *** *** are one and the sameTherefore, T-Mobile has updated the billing name on the above-referenced account to reflect *** ***
T-Mobile regrets and billing and services concerns Ms*** has experiencedT-Mobile records confirm that Ms*** activated her account on December 5, 2016, when she transferred her mobile number ending in *** from our prepaid system to our postpaid systemAt that time, Ms*** was subscribed to the Simple Choice North America Unlimited Talk Text and Data individual rate plan for $plus tax monthlyAccordingly, the first billing statement issued December 7, 2016, reflected a balance of $due by December 27, 2016, and consisted of monthly access charges from December 7, 2016, through January 6,
T-Mobile records indicate that on December 13, 2016, Ms*** activated the mobile numbers ending in *** *** *** *** At that time, Ms***’s rate plan was changed to the T-Mobile ONE Taxes Excluded family plan for $plus tax monthlyAdditionally, Ms*** added the Family Allowances feature for $plus tax monthly
On December 28, 2016, Ms*** changed her mobile number ending in *** to the new mobile number ending in ***At which time, the account was assessed the associated mobile number change fee in the amount of $plus taxPlease note that T-Mobile received a payment of $on December 30, On January 5, 2017, Ms*** ported in the mobile number ending in *** from another service provider to replace the mobile number ending in ***
As the new lines of service and rate plan change occurred mid-billing cycle, the billing statement issued January 7, 2017, reflected a balance of $due by January 27, 2017, and consisted of monthly access charges for the above-referenced family plan from December 7, 2016, through February 6, 2017, a credit for Ms***’s individual rate plan from December 7, 2016, through January 6, 2017, a mobile number change fee, and applicable tax
Please be advised that on January 10, 2017, Ms*** cancelled her mobile number ending in *** when she ported the number to another service providerThe following billing statement issued February 7, 2017, reflected a balance of $due by February 27, 2017, and consisted of a past due balance of $360.66, monthly access charges from February 7, 2017, through March 6, 2017, and applicable tax
It is important to note that on February 8, 2017, Ms*** cancelled her mobile numbers ending in *** *** *** At that time, Ms*** changed her rate plan back to the individual Simple Choice North America Unlimited Talk Text and Data for $plus tax monthly
Review of the account confirms that on February 23, 2017, a payment in the amount of $was received on Ms***’s accountThe following day, an additional payment of $was remitted to the account which left the account with a zero balance
Regretfully, Ms*** canceled her account on February 27, 2017, when she ported her mobile number ending in *** to another service providerMs***’s billing cycle ran from the 7th of one month to the 6th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through March 6,
A billing statement issued March 7, 2017, reflected a credit balance of $116.23, and consisted of adjustments made to the monthly access charges from February 8, 2017, through March 6, 2017, due to the rate plan change that occurred on February 8, However, on April 26, 2017, Ms***’s payments made on February 23, 2017, and February 24, 2017, were returned unpaid by Ms***’s bankTherefore, Ms***’s T-Mobile account was billed two returned payment fees as outlined in the Terms and Conditions
The billing statement issued May 7, 2017, reflected a balance of $due by May 27, 2017, and reflected the outstanding balance of $and restore from suspension feesPlease be advised that on May 9, 2017, T-Mobile received a payment in the amount of $via electronic check
On May 24, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $to Ms***’s account for the outstanding account balance and restore from suspension feesAdditionally, T-Mobile has issued a refund in the amount of $to be deposited electronically back to Ms***’s checking accountPlease note that this can take up to three business days for the funds to appearOnce this has been processed, Ms***’s account will remain closed with a zero balanceT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
William B***
Executive Response

May 1,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 20, 2017, regarding the above-referenced file number
T-Mobile regrets any inconvenience Mr*** has experienced with unlocking his devicePlease be advised one of the requirements to unlock the device is a minimum of days of usage with the deviceBecause he did not meet this requirement, Mr*** was unable to permanently unlock his device
Nevertheless, in an effort to amicably resolve this matter, on April 25, 2017, T-Mobile enabled Mr***’s device to be unlocked permanentlyMr*** will need to utilize the Mobile Device Unlock app on his phone to complete this process
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me pending the complete and full transfer of phone minus any fees that should not be chargedI will consider this resolved at that time if no new issues arrives related to this complaint.Sincerely, *** ***

August 21,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** has regarding T-Mobile’s Carrier Freedom program and the status of his rebateWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices
There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceCustomers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountAs 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 activityPlease note, Mr*** sent in a final bill from his previous carrier, however, T-Mobile was unable to read the billTherefore Mr***’s application was declined
Please be advised that T-Mobile spoke to Mr*** on August 18, 2017, and advised Mr*** that we provided him with $worth of tracredits on July 5, 2015, therefore he would only be eligible for $for his carrier freedom reimbursementT-Mobile respectfully declines Mr***’s request for a reimbursement of $Nonetheless, in effort to amicably resolve this matter, T-Mobile provided Mr*** with a bill credit of $which left a revised credit balance of $T-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Nicole C*** Executive Response

June 6,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***-***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 27, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms***-*** has experienced regarding her recent handset purchaseT-Mobile records indicate Ms***-*** purchased the following handsets:
• An LG Aristo handset for mobile number ending *** on May 20, 2017, for $167.98,
• A second LG Aristo handset for mobile number ending *** also on May 20, 2017, for $
Please note that both of Ms***-***’s purchased included standard ground shipping costs of $plus applicable taxesAdditionally, with the purchase of a new handset, Ms***-*** was provided a day return-period which allowed her to use the equipment to see if it meets her needs
On May 22, 2017, Ms***-***’s two purchased handsets were shipped within the same package, and she was provided one tracking number for both orders
Following a conversation with our Customer Care on May 23, 2017, T-Mobile issued a credit in the amount of $for the shipping cost of one purchase
After speaking with Ms***-*** on May 31, 2017, she indicated that she is intending to return the two purchased handsetsAs such, T-Mobile advised that as the package was delivered to a UPS AccessPoint on May 25, 2017, we are unable to recall the package
In an effort to amicably resolve Ms***-***’s concerns, T-Mobile offered to extend the return period of the handsets through June 30, Should Ms***-*** choose to return the two handsets to T-Mobile, a full refund of her purchase price will be refunded within days of T-Mobile’s receipt of the handsets in like new condition before June 30,
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ronnie A***
Executive Response

May 28, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondencedated May 19, 2015, regarding the above-referenced account. T-Mobile records indicate that on May 14, Ms***qualified for and took advantage of our EIP offer with the purchase of twoApple iPhone S handsets EIP is a payment option that allowseligible customers to purchase handsets by making a down payment at the time ofpurchase and agreeing to pay the remaining balance in installments. Based Ms***’ personal credit historyat the time of activation, she was not required to make a down payment;however, she agreed to a series of 24monthly installments in the amount of $22.91which will appear on the first billfollowing the purchase of the device. Although this month financing agreement is required and theinstallments are added to each monthly billing statement, customers may chooseto pay off their EIP balance at any time by making incremental additionalpayments or a single payment for the total balance Please note that any additional paymentsreduce the length of time it will take to pay the entire balance, but will notreduce the amount of any future regular monthly EIP payments. Please be advised that when a handset upgrade is completed on amultiple line account, the mobile number that is being upgraded is the defaultnumber used for SMS notification destinations. Customers have the option to provide an email address for additionalnotifications; however, customers also have the option to select another mobilenumber on the account as the SMS notification destination. Unfortunately, on May 14, the salesrepresentative failed to select another mobile number to receive the SMSnotification at the time the upgrade was ordered for mobile number ending in*** and the SMS notification was sent to the mobile number ending in *** T-Mobile provides a day return period to all our customers allowingthem to use the service to see if it meets their needs. If the service is not acceptable, thecustomer can exchange or return their handset, and cancel the service duringthat time To receive a refund orexchange a device purchased, customers are required to return the device withindays of purchase. Customers arerequired return the handset to the place of purchase in its original packagewith all original contents, undamaged and in good working condition with nomaterial alterations to the device’s hardware or software, along with theirreceipt. Some T-Mobile devices andaccessories may not be refunded or exchanged, and customers may be required topay a restocking fee based on the equipment purchased on returns or exchanges. Once the handset is returned a new handsetcan be purchased/ordered. Ms***returned to the T-Mobile sales office on May 17, to exchange the AppleiPhone 5S handset for a different color; however, she was advised that a $50.00restocking fee would be charged to return the handset. After the Apple iPhone S was returnedanother handset could then be purchased. Ms*** paid the $restocking fee and returned the handset toT-Mobile On May 17, Ms*** contacted T-Mobile customer care regardingher experience with the T-Mobile sales office and a credit totaling $50.00courtesy credit was issued for the $restocking fee paid at the time thehandset was returned to the sales office. Per Ms*** request the $JUMP!insurance that was addedwithout her permission to the mobile number ending in *** on May 14, wasremoved and a credit totaling $was issued for the prorated charge billedfor that feature. Additionally, on May17, 2015, Ms*** qualified for and took advantage of our EIP offer with thepurchase of an Apple iPhone S handsets and wasbilled $44.24, which is for the taxes on the full retail price and $inshipping charges. Ms*** alsoagreed to a series of monthly installments in the amount of $22.91, whichwill appear on the June billing statement. However, as a courtesy to Ms*** a credit totaling $wasissued for the shipping, taxes, and one monthly EIP charge for the handsetordered on May 17, 2015. Additionally, acourtesy credit totaling $was issued for one month of access for herinconvenience. Pleasebe assured that T-Mobile takes allegations of employee misconduct veryseriously. We make every effort to beprofessional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display thatduring Ms***’ recent visit to our retail location Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. Cindy M***Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, the billing practices of T Mobile are concerningAs stated in the rebuttal, the equipment was purchased in May but was not billed out until billing cycles later in July 2014, without a rationale explanation as to why this was a billing standardIn addition, I have made additional payments towards my equipment plan but according to T Mobile's billing policy if your monthly payment is not paid in full and you make a payment towards your equipment plan it will be applied to your next regular payment, in the following obtained from the T Mobile website
"Before you make an extra EIP payment, we suggest you make a note of your amount due; this amount is still due for your regular monthly serviceThe extra EIP payment will apply at the end of your bill cycleThis payment will create an offsetting charge on the following bill and the net result will be a reduction of your EIP balance by that amountWe recommend that you don't make this payment until you have paid the balance owed for your monthly serviceYour extra payments will not reduce your monthly installment amount; instead, they'll reduce the number of installments you have left to pay."
Payments made towards an EIP should reduce the overall remaining installments and should not be dependent on whether or not a consumer has a balance or notAt the close of the billing cycle payment adjustments should be made accordinglyI have made additional payments towards my EIP periodically as I stated in my initial complaint but those payments were not recognized since I had a balance owed on my monthly serviceThe payment of $in September 2015 is recognized by T Mobile since at the time I did not have a balance. There neeeds to be an investigation into these type of billing practices that are common amongst most popular cell phone carriers
Sincerely, *** ***