T-Mobile Usa Inc

May 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted] Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding a refund. On December 26, 2016, Mr. [redacted] activated his account on our T-Mobile ONE rate plan for $75.00 per month for one line of service and our Premium Handset Protection feature for $9.00 per month. When Mr. [redacted] activated his T-Mobile account, he was using a ZTE ZMax Pro device. On February 1, 2017, T-Mobile provided Mr. [redacted] with a handset exchange for his non-working ZTE ZMax Pro device. Please note Mr. [redacted] has up to seven business days from receiving the replacement device to return the non-working device. Should the non-working device not be returned, a non-return fee will bill to the account which is further outlined below.
On February 6, 2017, Mr. [redacted] was shipped a 4G LTE Signal Booster. T-Mobile Signal Boosters are a group of unique and simple solutions that improve Mr. [redacted]’s in-home coverage. Please note that the Signal Boosters are T-Mobile owned devices and are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon notifying T-Mobile the equipment is no longer needed, or upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.
On February 15, 2017 and February 19, 2017, Mr. [redacted] was shipped a 4G LTE CellSpot Router. The CellSpot Router utilizes Wi-Fi, allowing Mr. [redacted] to call, text, and surf anywhere in his home with his Wi-Fi capable device. This router is available for our customers to use as long as they remain a T-Mobile customer. As with our 4G LTE Signal Booster, if not returned upon notifying T-Mobile the equipment is no longer needed, or upon cancelation of service, the account will be billed a $138.00 non-return fee. Please note on February 20, 2017 and February 22, 2017, Mr. [redacted] advised T-Mobile he no longer needs the above outlined coverage devices and the return process was initiated.
T-Mobile records indicate on February 18, 2017, an order was placed for a new Alcatel Idol device to replace Mr. [redacted]’s non-working ZTE ZMax Pro device. The Alcatel Idol device was offered free of charge to Mr. [redacted] and the charge of $288.00 plus tax for the new device was billed to Mr. [redacted]’s T-Mobile account and a follow up was set to credit the charge once it appeared on the billing statement.
On February 22, 2017, Mr. [redacted] contacted T-Mobile to confirm he did not receive the Alcatel Idol device. A new order was placed for an Alcatel Idol device and the second charge of $288.00 plus tax was billed to Mr. [redacted]’s T-Mobile account. Regrettably, Mr. [redacted] did not receive this shipment either, and on February 24, 2017, T-Mobile placed a third order to be shipped to a different address provided by Mr. [redacted]. The charge for the third Alcatel Idol device in the amount of $288.00 plus tax was also billed to Mr. [redacted]’s T-Mobile account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the shipment of his orders.
Mr. [redacted]’s January 27, 2017, monthly billing statement was in the amount of $109.97 and consisted of an unpaid balance in the amount of $34.97 for monthly access charges and fees and taxes for the billing period from December 27, 2016, through January 26, 2017, and new charges in the amount of $75.00 for monthly access charges and fees and taxes for the billing period from January 27, 2017, through February 26, 2017.
On February 9, 2017, T-Mobile received a payment in the amount of $54.01. Please note this is the only payment T-Mobile has received. T-Mobile issued adjustments in the amount of $155.96 as a courtesy to Mr. [redacted]. The payment and credits impacted the balance in the amount of $109.97 and left a credit balance of $100.00. Mr. [redacted]’s February 27, 2017, monthly billing statement was in the amount of $1,155.54 and consisted of monthly access charges for the billing period form February 27, 2017, through March 26, 2017, and the three Alcatel Idol device charges and fees and taxes.
On March 3, 2017, T-Mobile issued adjustments in the amount of $1,189.19 for the three Alcatel Idol device charges fees and taxes. On March 22, 2017, a non-return fee in the amount of $138.00 plus taxes for the 4G LTE CellSpot Router was billed to Mr. [redacted]’s account. On March 24, 2017, a non-return fee in the amount of $289.00 plus taxes for the 4G LTE Signal Booster was billed to Mr. [redacted]’s account. The credits and charges brought Mr. [redacted]’s balance to $420.46 with taxes for the non-return fees included.
Mr. [redacted]’s March 27, 2017, monthly billing statement was in the amount of $655.16 and consisted of an unpaid balance in the amount of $420.46 and new charges in the amount of $234.70 for monthly access charges and fees and taxes for the billing period from March 27, 2017, through April 26, 2017 and a non-return fee in the amount of $140.45 plus taxes for the non-working ZTE ZMax Pro device. On April 24, 2017, T-Mobile issued an adjustment in the amount of $289.00 plus taxes for the 4G LTE Signal Booster bringing the balance to $347.81.
Mr. [redacted]’s April 27, 2017, monthly billing statement was in the amount of $431.81 and consisted of an unpaid balance in the amount of $347.81 and new charges in the amount of $84.00 for monthly access charges and fees and taxes for the billing period from April 27, 2017 through May 26, 2017. On May 1, 2017, T-Mobile issued an adjustment in the amount of $138.00 plus taxes for non-return fee the 4G LTE CellSpot Router. On May 9, 2017, T-Mobile issued an adjustment in the amount of $140.45 plus taxes for the non-return fee for the ZTE ZMax Pro device. Mr. [redacted]’s account balance is in the amount of $135.68 with $51.68 of the balance considered past due.
T-Mobile respectfully declines Mr. [redacted]’s request for a refund in the form of a check. 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.
Jennifer G[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding the above-referenced account she activated for her son. Please be advised T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud.
T-Mobile records indicate that on August 20, 2014, the account was activated and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $50.00 per month for one line of service. Ms. [redacted]’s line ending in [redacted] subscribed to our unlimited data for $30.00 per month. Upon activation, Ms. [redacted] purchased a Samsung Galaxy Avant device on T-Mobile’s Equipment Installment Plan (“EIP”). It is important to note that T-Mobile records do not indicate Ms. [redacted] purchased an LG device upon activation and regret any confusion on this matter.
Our records confirm on March 11, 2015, a Samsung Galaxy Note 4 device and Samsung accessories were purchased on EIP in a T-Mobile retail location. At the time of purchase, proper verification procedures were followed. It is therefore T-Mobile’s position that the upgrades are valid.
Regrettably, on October 22, 2015, Ms. [redacted]’s account was cancelled for non-payment. Ms. [redacted]’s final monthly billing statement was in the amount of $777.42 and consisted of monthly access charges, EIP charges and fees and taxes for the billing period from August 21, 2015, through October 22, 2015, and the final balance for the Samsung Avant device, the Samsung Galaxy Note 4 device, and the Samsung accessories. On December 5, 2015, T-Mobile received a payment in the amount of $100.00 bringing the balance to $677.42. Please note this is the last payment T-Mobile received.
On January 16, 2016, the account was referred to the third-party collection agency, Diversified Consultants Inc. Please note that when an account is transferred to a third party collection agency a fee may be assessed and is typically based on the past due balance at the time of transfer. A collection fee in the amount of $58.97 billed to the account bringing the balance to $736.39.
Please be advised that T-Mobile’s Customer Relations team responded in writing on February 11, 2016, to Ms. [redacted]’s concerns regarding the T-Mobile account. In that correspondence, T-Mobile outlined the collection activity and referred Ms. [redacted] to contact Diversified Consultants Inc. T-Mobile regrets if Ms. [redacted] did not receive this correspondence.
After unsuccessful attempts to collect on the debt, on July 20, 2016, the account was referred to the third-party collection agency, Credence Resource Management, LLC. Ms. [redacted] can contact Credence Resource Management LLC., directly by dialing 855-880-4795.
It is important to note that should Ms. [redacted] decide to file a police report naming the individual who purchased equipment, T-Mobile will reopen its investigation of this matter. Otherwise it is T-Mobile’s position that this is a domestic issue and all charges are valid. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] 
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: As a loyal customer for over 8 years now, the options that were presented to me are not suffice. Maggie with T-Mobile, offered a reconditioned J7 or an S5. My main concern is if I were to receive either reconditioned phone, there's a possibility of the phone malfunctioning and I would be back at square one once again. The J7 is worth $275 brand new and I paid well over $600 when I purchased my S4 and the S5 is not even an option if I were to go into a T-Mobile location to purchase another device. The only other option was to buy another another phone with monthly payments, but what's the purpose of having insurance if I have to keep purchasing new devices when I start to run into issues with my device. I feel I am settling and being taken advantage of and I don't see how this is fair. This issue is not resolved and by the looks of it I am being forced to find another carrier who will appreciate my business. 
Sincerely,
[redacted]

August 9, 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 31, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made attempts to contact Ms. [redacted] at the number and e-mail address provided in her correspondence, which have proven unsuccessful.
T-Mobile regrets any continued billing concerns Ms. [redacted] has experienced. Upon our review of Ms. [redacted]’s correspondence to your office, we T-Mobile is unable to determine any additional concerns Ms. [redacted] may have. As such, T-Mobile is unable to move forward in our investigation without speaking with Ms. [redacted]. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, we ask that she contact me at the number below to provide additional information that will allow us to further investigate this matter. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate the opportunity to address her 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.
Ronnie A[redacted] Executive Response

March 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Nicholas [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 13, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets Mr. [redacted]’s ongoing concerns regarding his enrollment in our Friends and Family promotion. Pursuant to our previous response, T-Mobile indicated that Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] were enrolled in T-Mobile’s 2016 Friends and Family 2 Lines on Us promotion. However, upon further review, only Mr. [redacted]’s mobile number ending in [redacted] was accurately enrolled in the 2016 Friends and Family 2 Lines on Us promotion.
Please be advised that the mobile number ending in [redacted] is subscribed to our 200MB rate plan, at a cost of $10.00 per month. However, as Mr. [redacted] has both voice and data services with T-Mobile, he is provided a monthly credit of $10.00, making the line ending in [redacted] free each month. A review of Mr. [redacted]’s account confirms that it is Mr. [redacted]’s mobile number ending in [redacted] which was added during T-Mobile’s 2016 Friends and Family 2 Lines On Us offer, but has not yet been properly enrolled to receive the promotion.
On March 1, 2017, when Mr. [redacted]’s mobile number ending in [redacted] was enrolled in T-Mobile’s 2016 Friends and Family 2 Lines On Us promotion, Mr. [redacted] was provided retroactive credit in the amount of $60.00 for the three months of missed credits. In addition, Mr. [redacted] was provided a credit in the amount of $20.00 for the promotional credit for the billing statement dated March 19, 2017. Upon speaking with Mr. [redacted] regarding this matter, T-Mobile agreed to enroll the line ending in [redacted] in our 2016 Friends and Family 2 Lines On Us offer, and Mr. [redacted] will see the promotional credit, and retroactive credit, appear within two billing cycles. In addition, T-Mobile has agreed to follow-up on Mr. [redacted]’s account when his next two billing statements release, around April 20, 2017, and May 20, 2017, to ensure that Mr. [redacted] has received his promotional and retroactive credits. T-Mobile regrets any inconvenience to Mr. [redacted] 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 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

Complaint: [redacted]
I am rejecting this response because:
Note that I accept that this issue is closed; however, it is not true that "T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction. " (From the T-Mobile response). My concern was not resolved to my satisfaction. The only satisfactory response was to allow me to pay my bill online which is the way I paid for my over ten years of service through them. I was told that it was impossible to do this (even though my final bill stated that I could pay online).  Going to pay in person was not by any means convenient but was the only option I was given to have immediate proof of payment by my due date.  In fact, I recommended during the conversation that T-Mobile should fix this in the future. I planned to switch back at some point in the future but after this experience that is less likely (granted I've heard many complaints about every mobile service there is, so it depends more on how I am treated by my new carrier until I would consider switching back, where before this was not the case).There is absolutely no good reason why my online payment account was made unavailable to me to complete my final payment. As my original complaint stated, my user email and password wee still accepted by the system, bit it rejected my phone number which did not change. This is the reason I made the complaint and T-Mobile did not recognize that inconvenience at all in their response to you, but instead made it sound as though their solution was perfectly acceptable which it was not, instead they left me with no other option. They made it sound as though they worked with me, which they did not at all, and on the contrary I did not find the person I discussed the issue with helpful at all, merely polite. Note that polite and helpful are not the same thing. I preferred helpful.Sincerely,
[redacted]

June 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] M. [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 1, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. We sincerely regret any coverage and data service issues Mr. [redacted] has experienced and regret hearing that at this time he wishes to seek service with a different carrier. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availability. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect 4G LTE coverage at his billing address listed as [redacted], GA [redacted]. Our records confirm that on February 16, 2016, Mr. [redacted] contacted Technical Support to report coverage concerns. At that time, basic troubleshooting was performed to rule out possible handset or software issue. This ultimately resulted in a service ticket being filed in an effort to evaluate potential outages in the area. T-Mobile’s engineering team reviewed Mr. [redacted]’s coverage area at which time it was confirmed that the concerns reported were a result of routine maintenance in the area to improve performance, which has been since corrected. Additionally, on March 24, 2016, we reviewed Mr. [redacted]’s area again and we found that network modernization is being completed to enhanced coverage. Following, on May 19, 2016, an additional service ticket was filed which resulted in recommending an in-home LTE Cellspot be provided to Mr. [redacted]. In an effort to amicably resolve Mr. [redacted]’s coverage concerns, upon speaking with Mr. [redacted] on June 2, 2016, we offer Mr. [redacted] a T-Mobile 4G LTE Signal Booster and also to have engineering review his work area in [redacted], Georgia. Please note that T-Mobile’s 4G LTE Signal Booster is a simple solution that helps to enhance customers in home coverage, enabling them to make better voice and data connections while at home. Regrettably, Mr. [redacted] declined the options presented. T-Mobile reviewed the billing statement dated May 20, 2016, which had a balance of $232.92 for monthly recurring charges, applicable taxes and fees billed from May 20, 2016, to June 19, 2016, three JUMP! On Demand (“JOD”) monthly leases for one iPhone 6s 16GB, one Samsung Galaxy S6 32GB and one Samsung Galaxy S6 Edge 32GB totaling $80.25 and one Equipment Installment Plan (“EIP”) monthly installment of $5.84 for one Samsung Core Prime handset. As a courtesy to Mr. [redacted] and although it is outside our 14-day equipment return period, on June 2, 2016, T-Mobile agreed to allow Mr. [redacted] to return one iPhone 6s 16GB with IMEI number [redacted], one Samsung Galaxy S6 32GB with IMEI number [redacted], one Samsung Galaxy S6 Edge 32GB with IMEI number [redacted] under JOD and one Samsung Core Prime with IMEI number [redacted] under EIP to T-Mobile. Upon receipt, T-Mobile will credit any remaining JOD and EIP balance associated with the returned devices. Mr. [redacted] may return the devices directly to my attention within 30 days of the date of this letter to the following address: Executive Response Attention: A[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] return the devices listed above via a traceable carrier and request a tracking number when shipping them. In addition, we request Mr. [redacted] includes his T-Mobile account information with the return of his devices to ensure proper resolution. We also ask that Mr. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the devices will be returned to him if the application is enabled and the equipment charges associated with the iPhone will be considered valid and owed. T-Mobile regrets any inconvenience to Mr. [redacted]. Additionally, on June 2, 2016, T-Mobile issued a one-time courtesy credit of $86.09 for the JOD and EIP monthly installments reflected on Mr. [redacted]’s billing statement mentioned above, leaving the account with a remaining balance of $146.83 which is due on June 12, 2016. 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. A[redacted] Executive Response

August 17, 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 August 13, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding our tablet promotion and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on June 20, 2016, Mr. [redacted] activated four Mobile Internet (“MI”) lines on the Simple Choice North America MI 2GB (gigabyte) for each of the lines ending in [redacted], which for $20.00 per month provides 2GB’s of data at up to 4G/LTE speeds. It is important to note that this rate plan when combined with a voice line qualifies for a monthly discount of $10.00 on each line of service. Due to an inadvertent error the $10.00 discount was not applying towards the MI lines and Mr. [redacted] was charged the full $20.00 on his billing statement dated July 25, 2016. On July 25, 2016, T-Mobile corrected the error and the discount will now begin to apply every month. Please note that Mr. [redacted]’s account is a bill current account and as such, he is billed in advance. 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. Mr. [redacted]’s bill cycle runs from the 25th of one month through the 24th of the following month with the bill due on the 17th. As such, on August 25, 2016, when Mr. [redacted]’s bill cycle closes he bill will automatically be recalculated and the $10.00 credit for each of the MI lines applied; this will reflect on his August 25, 2016, billing statement. Beginning June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can choose between a variety of tablets that would be free after mail in rebate. In order to qualify Mr. [redacted] was required to sign up with a rate plan of 1GB or higher for a Mobile Internet (“MI”) plan and purchase the tablet(s) on our Equipment Installment Plan (“EIP”). Additionally, customers must submit for the mail in rebate via www.t-mobile.com/promotions utilizing the promotion code JUNE16TABLET. It is important to note that rebates will be mailed to the address of record within six to eight weeks after submission. T-Mobile records indicate that on June 20, 2016 Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of four LG GPad 8.0 Tablets. 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 his personal credit history at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to pay $156.96, which is for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00 per tablet. Regrettably, on July 10, 2016, Mr. [redacted] contacted T-Mobile’s Customer Care to advise that he had not received the tablet order. T-Mobile records confirm that on July 12, 2016, Mr. [redacted]’s order for the four LG GPad 8.0 Tablets was cancelled as ‘never received’ and a replacement order was sent out to the address of record. Unfortunately, due to the date of the second order of July 12, 2016, being outside of the initial time frame for the free tablet offer on July 28, 2016, Mr. [redacted]’s submission for refund was declined. In an effort to amicably resolve Mr. [redacted]’s concerns, on August 16, 2016, released the remaining balance of the aforementioned EIP’s to his account which will reflect on his next billing statement August 25, 2016. Additionally, credits totaling $959.96 will appear on the same billing statement thus providing Mr. [redacted] the LG GPad’s at no cost. T-Mobile regrets any inconvenience to Mr. [redacted] regarding our tablet promotion. 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

Complaint: [redacted]
I am rejecting this response because: Thank you for responding, I have tried to call you three times to chat but did not have any success nor call back. The credit you have applied to my account are not accurate. Starting from 12/05/2016 my bills were as follows:12/05/2016 $190.6001/04/2017 $230.8202/04/2017 222.9803/04/2017 180.55The total overcharges that were suppose to be due back to me to total $149.40 backdated from the original inception date of our contract. I have spent MUTIPLE hours calling T-Mobile trying to get this fixed and it is sad that I have to resolve this issue, we have to go through a 3rd party. Once again, please confirm my total monthly bill for the upcoming months. My total should be in the $165 range. Thanks. 
Sincerely,
[redacted]

June 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2016, regarding the above-referenced account. T-Mobile regrets any continued concerns Ms. [redacted] has with her equipment and her account. We apologize that we were unable to speak with Ms. [redacted] by phone. However, we were successful in contacting Ms. [redacted] via email. As stated in our previous response, Ms. [redacted]’s Samsung Galaxy S5 is no longer covered by the Limited Warranty and she is not subscribed to an extended warranty feature. As such, if Ms. [redacted] would like a new device, she must purchase new equipment through the Handset Upgrade Program. We advised Ms. [redacted] that a comparable device to her Samsung Galaxy S5 would be the Samsung Galaxy J7, which Samsung recently released. We advised Ms. [redacted] that this device is available for the price of $239.99 through our Handset Upgrade Program. As a courtesy to Ms. [redacted] we advised her that if she financed the Samsung Galaxy J7 through the Equipment Installment Plan (“EIP”) we would waive the taxes for the device, which we usually require the customer pay for at the time the order is placed and we would send the equipment with express shipping and waive the express shipping charges of $24.99. Therefore, Ms. [redacted] can order the Samsung Galaxy J7 with no down payment and she is eligible to finance the device through EIP with a monthly payment of $9.99. Ms. [redacted] advised that she would be traveling to Ireland in August 2016. As we advised, Ms. [redacted]’s current rate plan does not include our Simple Global feature. We advised Ms. [redacted] that she would benefit by changing to our current $50.00 Simple Choice North American plan, which provides Simple Global. With Ms. [redacted]’s current rate plan the cost to roam while in Ireland is $15.00 per megabyte for data usage, $.50 for both incoming and outgoing text messages and $1.49 per minute for voice calls. With Simple Global, Ms. [redacted] can roam in Ireland and receive free GPRS (128kbps) data, free incoming and outgoing text messaging and voice calling rated at $0.20 per minute. We encourage Ms. [redacted] to change her rate plan prior to traveling to Ireland to take advantage of Simple Global rates. Ms. [redacted] may contact me anytime by email or by phone if she would like to take advantage of our offer for the Samsung J7 and to change her rate plan. 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. Brian W[redacted] Executive Response

January 19, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence January 10, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has encountered with her monthly recurring charges. T-Mobile has investigated this matter and our records confirm that Ms. [redacted] activated her T-Mobile account on September 1, 2017, and was subscribed to our T-Mobile ONE rate plan for $75.00 per month, including taxes. Additionally, on September 5, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung J Prime handset. Ms. [redacted] was required to remit a down payment in the amount of $105.00 and agreed to 24 monthly installments of $5.00.
Our records confirm that Ms. [redacted] spoke with Customer Care on October 6, 2017, and was advised that T-Mobile does not offer a rate plan at a rate of $40.00 per month. Furthermore, on December 20, 2017, Ms. [redacted] spoke with our Customer Care team and was again advised that T-Mobile does not offer a $40.00 rate plan; however, as a gesture of goodwill Ms. [redacted]’s bill was adjusted in the amount of $45.00 and she was subscribed to our grandfathered rate plan Simple Choice Value Unlimited Talk, Text and Data for $50.00 per month, plus taxes. It is important to note our records confirm that Ms. [redacted] accepted the rate plan change as a resolution to her concerns.
T-Mobile spoke with Ms. [redacted] on January 11, 2018, regarding her account and billing. Ms. [redacted] is now aware of her rate plan options and is aware we do not offer a rate plan of $40.00 per month. On that day, as a gesture of goodwill, a bill adjustment of $96.06 was applied towards Ms. [redacted]’s bill to reflect a zero balance. It is T-Mobile’s position that Ms. [redacted]’s bill has been properly compensated for this matter and we respectfully decline her request for any further bill adjustments and compensation for any deposits that may require from by another carrier.
In an effort to amicably resolve Ms. [redacted]’s concerns T-Mobile will honor the return of her undamaged handset to our offices. Upon receipt of the handset T-Mobile agrees to close the remaining EIP. T-Mobile asks that Ms. [redacted] return her handset no later than January 31, 2018 to the following:
T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
[redacted]
[redacted]
T-Mobile recommends request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, battery, charger, and account information to insure proper credit within the box. Please note the handset must be in free of physical or liquid damage.
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 retail location. 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 [redacted]

June 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 June 7, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile has contacted Mr. [redacted] and addressed his concerns to his satisfaction.
We regret any inconvenience to Mr. [redacted] regarding our rate plan pricing and discounts and we appreciate the opportunity to address his concerns. Our records indicate Mr. [redacted] currently has five active lines of service and is enrolled in our Simple Choice Family Unlimited Talk, Text and Data at $100.00 per month for the first four lines of service and $10.00 per month for the additional line. On March 3, 2017, Mr. [redacted]’s plan was changed to T-Mobile ONE at $180.00 per month for the first four lines and $25.00 per month for additional line for a total of $205.00 per month.
Our AutoPay features which provides Mr. [redacted] with the convenience of never missing a payment and avoid service interruptions, also provides Mr. [redacted] with a $5.00 discount per line when enrolled in our T-Mobile ONE rate plan. Regrettably, the AutoPay discount is not available with any other rate plan. We regret any inconvenience this matter has caused.
Per Mr. [redacted]’s request, on April 15, 2017, his rate plan was changed back to our Simple Choice Family Unlimited Talk, Text and Data at $100.00 per month for the first four lines of service and $10.00 per month for the additional line. As noted above, the aforementioned rate plan is not eligible for the AutoPay discount. Further review confirms Mr. [redacted] did not receive the AutoPay discount after his rate plan was changed to the previous plan and on June 7, 2017, Mr. [redacted] removed the AutoPay feature.
Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on June 9, 2017, T-Mobile applied a courtesy credit to his account in the amount of $25.00 which is equal to the AutoPay discount of $5.00 per line of service for one month of service. Mr. [redacted]’s account remains active with a revised balance of $171.42 due on June 23, 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 recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sal O[redacted]
Executive Response

October 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]-[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 October 1, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has confirmed that the complainant [redacted]-[redacted] and the account holder [redacted] are in the same. We are pleased to report that we have resolved this matter to Ms. [redacted]-[redacted]’ satisfaction.   T-Mobile is delighted that Ms. [redacted]-[redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family.  We regret hearing of Ms. [redacted]-[redacted]’ concerns with our Carrier Freedom promotion and the status of her submission.  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]-[redacted]’ recent contact with our retail location and Customer Care.   T-Mobile records indicate that Ms. [redacted]-[redacted] activated her T-Mobile account on July 7, 2017, with mobile numbers ending in 8181 and 9607.  At that time, Ms. [redacted]-[redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S8 Plus devices.  At the time of the purchase, Ms. [redacted]-[redacted] was asked to make two down payments of $70.00 and pay the taxes on the full retail price, and she agreed to a series of two 24-monthly installments of $30.00 each.    By purchasing T-Mobile equipment, Ms. [redacted]-[redacted] receives a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, Ms. [redacted]-[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 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.   Our records reflect that on September 14, 2017, a Warranty replacement Samsung Galaxy S8 Plus device was sent to Ms. [redacted]-[redacted] for her line ending in 8181 and was delivered the next day on September 15, 2017. On October 2, 2017, our record reflect that Ms. [redacted]-[redacted] contacted our Technical support team and indicated that she was unable to get data connection on her lines ending in 8181 and 9607.  At that time, our technical support team, completed troubleshooting and was able to repair Ms. [redacted]-[redacted]’ data connections on both lines of services. It is important to note that Ms. [redacted]-[redacted] has not reported any further device or service issues since this time.  Should she experience any further device or service issues, we request that Ms. [redacted]-[redacted] contact our technical care team as soon as possible so that the appropriate troubleshooting may be completed to fix the issue.   Furthermore, as Ms. [redacted]-[redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions are collectively known as Carrier Freedom.   In order to qualify for the reimbursement of early termination fees and or final equipment charges, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. In addition, if attempting to get reimbursed for final equipment charges, customers are required to trade in the device in question to T-Mobile and may be reimbursed in a combination of a partial trade in credit for the value of the device being traded in and the remaining through our reimbursement program. As indicated on the website, approval of the required documents and reimbursement may take up to eight (8) 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 early termination fees billed by their prior carrier in order to avoid collection activity.  Unfortunately, T-Mobile was unable to locate any record of Ms. [redacted]-[redacted] submitting these documents within the allotted timeframe.    However, upon speaking with Ms. [redacted]-[redacted] on October 3, 2017, in an effort to amicably resolve this matter, T-Mobile has offered to issue a refund in the amount of $796.00 for the final qualifying charges assessed by her previous service provider.  Ms. [redacted]-[redacted] should expect to receive a refund card within seven to ten business days.  Ms. [redacted]-[redacted] has accepted this offer as full resolution to her concerns and considers this matter resolved.    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

Complaint: [redacted]I am rejecting this response because: The response from the business didn't include the deposit that I made for the phone and it it didn't mention the fact that I have the iPhone 7 plus which I was told would be free once I traded in my old phone (6a plus) and made a deposit. However, after making a deposit and trading in my phone and adding the monthly 15 credits it still DOESN'T cover the price of the iPhone 7PLUS that I have. Also, the rep responded to Revdex.com but didn't respond to my email to them. I called 4 4 times and got their voicemail. The response is generic and not specific to my case which explains the lack of knowledge of the product that I actually have or the deposit that I made.Sincerely,[redacted]

September 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 September 2, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’ concerns regarding his account billing. Our records confirm that on July 29, 2017, Mr. [redacted]’ activated his T-Mobile account. At the time of purchase, Mr. [redacted]’ qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new LG G6 handset. Mr. [redacted] was asked to make a down payment of $188.00, pay the taxes on the full retail price, and he agreed to a series of 24-monthly installments of $13.00.
While we regret any misunderstanding about the EIP program and the specifics of the offer to Mr. [redacted], his down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information.
Review of the account confirms that on July 30, 2017, Mr. [redacted] canceled his account when he ported his mobile number to another service provider. Additionally, Mr. [redacted] returned the above-mentioned LG G6 handset. Regretfully, due to an administrative error, the remaining EIP balance of $312.00 for the LG G6 handset was not removed at the time the handset was returned. Accordingly, Mr. [redacted] account reflected a $316.66 balance for monthly access charges from the date of activation, through cancellation, and the accelerated EIP charges.
However, upon review of the account and Mr. [redacted]’ correspondence, T-Mobile has issued a credit of $316.66 to the above-referenced account bringing the account to a zero balance. Therefore, Mr. [redacted]’ account remains closed with a zero balance. 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.
Alberto V[redacted]
Executive Response

May 11, 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 30, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] encountered regarding her account. In Ms. [redacted]’s letter to your office, she indicates that she was not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] had experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that as of March 3, 2017, Ms. [redacted] was subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan for $110.00 per month and provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month.
Additionally, Ms. [redacted]’s account was enrolled in AutoPay on March 2, 2017. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card/bank account provided. However, T-Mobile records confirm that as of March 20, 2017, Ms. [redacted] cancelled the AutoPay feature on her account.
T-Mobile records further confirm that on March 2, 2017, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering, with the purchase of three new Apple iPhone 7 Plus 32GB. The JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. Our records confirm that Ms. [redacted] returned both handsets to our office within the return period.
T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another service provider on March 7, 2017. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile.
Upon speaking with Ms. [redacted], she was informed that on April 9, 2017, Customer Care placed a $155.00 credit towards the account for service charges including applicable taxes and fees. Ms. [redacted] was also informed that on May 2, 2017, our Handset exchange Team confirmed receipt of all three handsets and credited all corresponding equipment charges in full in the amount of $2,471.67 that had been accelerated. Our handset Exchange Team also indicated that a refund would be issued within seven business days for the upfront payment made at the time the order was placed for all three handsets and will Ms. [redacted]’s account will remain closed reflecting 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.
Abigail [redacted] Executive Response

Date Sent: 9/6/2017 1:49:39 PMSeptember 6, 2017 FILED ELECTRONICALLY Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]         ...⇄ File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 24, 2017, regarding the above-referenced account.  It is T-Mobile’s understanding that per Ms. [redacted], we have also been communicating with her sister, Ms. [redacted], with Ms. [redacted] permission. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile handsets on our JUMP! On Demand (“JOD”) lease program.  Please be assured that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered with his recent contact with our Executive office and any misunderstanding of her T-Mobile account billing.  It is important to note all the concerns Ms. [redacted] has experienced and the series of events that have occurred on her account.  T-Mobile records confirm that on July 1, 2017, T-Mobile’s Executive office received an email correspondence to Mr. John L[redacted], our CEO, from Ms. [redacted].   In Ms. [redacted]’ email, she explained that her T-Mobile account balance was very high and she was being mistreated by our Customer Care.  T-Mobile attempted contacting her several times and we were unable to reach her therefore; the case was assigned to a new specialist after receiving another correspondence from your office file number [redacted].  The new file correspondence stated that she was having the worst service and wanted to cancel her T-Mobile account due to her billing.  Ms. [redacted] also requested that T-Mobile remove a charge of $500.00 for phones that she was not informed she would need to upgrade.  Ms. [redacted] was referring to her handsets that were leased on our JOD lease program.  T-Mobile responded and explained that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the Purchase Option Price (”POP”) of the handsets are assessed on the next month billing statement. Ms. [redacted] did not turn in her leases or start a new lease once her 18 month lease was over; therefore, the remaining lease POP was billed to her account.  Once paid, the lease would be closed and the customer would receive an ownership certificate on the next month billing statement.  It is T-Mobile’s position that the charges of $206.65 for her POP on each of her mobile numbers ending in 7955, 0067, and 8526 for her Apple iPhone devices are valid.  On July 13, 2017, our Executive Office spoke with the person who stated that she was Ms. [redacted]’ sister, Ms. [redacted], about her JOD leases and our above explanation.  As a resolution, as stated in our correspondence to your office dated July 13, 2017 with the file number [redacted]; T-Mobile explained that Ms. [redacted] accepted an Extended Payment Schedule (“EPS”).  An EPS allowed Ms. [redacted] to pay her account balance of $1,583.12, which consists of her monthly recurring charges from May 7, 2017 through August 6, 2017, a $99.00 Signal Booster non-return fee, $828.81 in POPs, and applicable taxes however; she will not be able to upgrade her handset during this time.  Ms. [redacted] accepted seven installments of $226.16 added to her normal monthly recurring charges.  On July 19, 2017, T-Mobile received a new correspondence from your office file number [redacted]; which stated that Ms. [redacted] took the Signal Booster to a T-Mobile store to return it per our instructions and T-Mobile did not accept it at the store.  Ms. [redacted] was also upset that she was unable to upgrade her handset because of a $200.00 hold on the account.  Ms. [redacted] was referring to the EPS of $226.16 that T-Mobile had set up for her past due balance.  As previously stated, T-Mobile customers are not able to upgrade while they have an existing EPS on the account.  When T-Mobile spoke with Ms. [redacted] on July 13, 2017, she did not want to upgrade into a new device lease and pay more money for another handset however; the option to upgrade and return her handset was provided.  On July 20, 2017, T-Mobile left Ms. [redacted] a voicemail on the mobile number ending in [redacted] and sent her an email advising her that she is not able to upgrade due to the EPS and that our T-Mobile system still considers the account in past due status.  I offered to remove the EPS by applying a temporary credit to her account therefore allowing her to be able to upgrade any mobile number.  In regards to her Signal Booster, T-Mobile sent a return shipping label with United Parcel Service (“UPS”) so that she can take the Signal Booster to a UPS location and return it at no additional charge.  This information was also provided in our response to your office file number [redacted] dated July 24, 2017. On July 22, 2017, our records indicate that T-Mobile applied a credit of $107.59 to Ms. [redacted]’ account for the Signal Booster non-return fee as the Signal Booster was returned.  On July 27, 2017, T-Mobile set up the EPS again as a courtesy in the amount of $1,475.53 after Ms. [redacted] was able to process a new JOD lease on July 21, 2017 for her mobile number ending in [redacted].  On August 1, 2017, we received a new correspondence from your office dated July 26, 2017 file number [redacted]; Ms. [redacted] stated that she was not happy that the balance for the final POP on the devices was not removed on her account.  Ms. [redacted] then explained that she wanted the remaining mobile numbers to be able to upgrade.  Ms. [redacted] also disputed the $20.00 Upgrade Support Charge.  On August 3, 2017, T-Mobile reached Ms. [redacted] and she was unable to talk on the phone, our Executive office advised her that we would email her.  On August 3, 2017, T-Mobile sent Ms. [redacted] an email and we offered her to return any of the Apple iPhone devices in exchange for a credit of the remaining final lease purchase option price.  T-Mobile reiterated how our JOD lease program works and informed her of our standard $20.00 Upgrade Support Charge.  In our response letter to your office dated August 4, 2017, T-Mobile explained all of these series of events referenced above.  T-Mobile also explained that we did not have records of Ms. [redacted] being charge a $20.00 Upgrade Support Charge, which is valid when initiating an upgrade at our T-Mobile store or through our Customer Care channel.  In addition, T-Mobile provided Ms. [redacted] with our Executive office address, instructions on how she could return her Apple iPhone devices, and we sent a prepaid return shipping label to her email address.  As of September 5, 2017, we have not received any of Ms. [redacted]’ handsets. On August 24, 2017, T-Mobile received your most recent correspondence from your office file number [redacted] from Ms. [redacted], where she states that she never accepted the EPS on her account.  T-Mobile regrets if Ms. [redacted] did not fully understand our responses to your office, including voicemails and emails sent to her.  Ms. [redacted] also mentioned that she never spoke with me about her T-Mobile account.  Our Executive Office retrieved the call between T-Mobile and who we believed with Ms. [redacted], her sister, on July 13, 2017.  After listening to the call, the customer stated that she was Ms. [redacted] and that we had been corresponding with her sister Ms. [redacted].  It is T-Mobile’s position that we have been corresponding back and forth with Ms. [redacted] and Ms. [redacted], we also believe both were aware of the interactions.  T-Mobile advised Ms. [redacted] that we can no longer make out of policy exceptions as we believe we have been more than fair in all of her correspondences to your office.  As of September 1, 2017, Ms. [redacted]’ account balance is $488.47, which consists of her $210.79 EPS, monthly recurring charges from August 7, 2017 through September 6, 2017, monthly lease payment, and applicable taxes and due on August 27, 2017.  T-Mobile has also ceased contacting Ms. [redacted] as she has emailed us advising us that she has hired legal counseling.  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. Ligia M[redacted]Executive Response

July 22, 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 16, 2016, regarding the above-referenced account. We regret any concerns Mr. [redacted] may have experienced with his handset and we appreciate the opportunity to review and address his concerns. T-Mobile records indicate that on June 24, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG K10 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. At the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to a series of 24 monthly installments in the amount of $6.88 for the handset. At of the time of Mr. [redacted]’s purchase 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 and, if requested, cancelation any applicable EIP entered into at the time of the original purchase. T-Mobile records indicate that on July 16, 2016, Mr. [redacted] contacted T-Mobile to advise of his concerns and request to exchange his handset. As Mr. [redacted] was past the return period he was offered a warranty exchange. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. On July 20, 2016, T-Mobile spoke to Mr. [redacted] and advised of the above, however in an effort to amicably resolve the matter and as a gesture of goodwill; T-Mobile will send Mr. [redacted] a brand new LG K10 handset and will bill the cost of the handset plus applicable taxes in the amount of $175.30 to Mr. [redacted]’s account. Instructions were provided to Mr. [redacted] on how to return his current LG K10 handset to our Executive Office and upon the return of the handset T-Mobile will issue a credit to his account in the amount of $175.30. Mr. [redacted] accepted the offer and was advised the offer to return the handset would be valid for 30 day from the date of this letter. Mr. [redacted] was satisfied with the 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

March 24, 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 c[redacted]pondence dated March 18, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Ms. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concern to Ms. [redacted] in regards to her account. T-Mobile thanks her for her payment in the amount of $254.64 from February 3, 2017. Regrettably, this payment did not bring her account current and thus was suspended due to nonpayment on February 4, 2017. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.
On February 14, 2017 a bill generated reflecting a past due balance of $468.24 and current charges in the amount of $45.22 for a total balance due of $513.46. As Ms. [redacted] did not make a payment for her past due balance to restore her service her account was canceled on March 2, 2017 due to nonpayment. Please be advised that on March 3, 2017 Ms. [redacted] contacted Customer Care and was offered the opportunity to make a payment in the amount of $369.51 for her 31 plus day past due balance in order to restore her service once again. Ms. [redacted] did submit the payment leaving a balance due of $143.95 by March 7, 2017 and her account was restored. Please be advised that the account was restored from cancelation and a new account was not activated for her. This means her still past due balance of $143.95 is still due.
As that balance had fallen ten days past due as of March 17, 2017, that is when T-Mobile notified her via sms that the amount of $143.95 was due immediately to prevent further suspension. Please be advised that as of the date of this letter Ms. [redacted] has not submitted a payment to bring the account current.
However, in an effort to amicably resolve this matter, on March 23, 2017 T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $143.95 to clear her past due balance and bring her account current leaving a balance due of $239.96 by April 7, 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.
Oscar T[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]-[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 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]-[redacted], and that [redacted] is designated as an authorized user of the account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding the above-referenced account. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on the T-Mobile account. Our records reflect that Mr. [redacted]-[redacted] activated mobile numbers ending in [redacted] and [redacted] on March 2, 2017, and attempted to take advantage of our Insider Hook-up that ran from February 17, 2017, through March 31, 2017.
As can be expected, there are several eligibility requirements for the promotion. Please be advised that Mr. [redacted] met all requirements; however, due to an inadvertent error, this promotion was not fully applied to the above-referenced account.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 21, 2017, T-Mobile applied the promotional discount. Additionally, T-Mobile credited $66.00 for the previous and current billing cycle leaving the account with a credit balance of $312.91. Mr. [redacted] has accepted our offer. Please be advised that on April 21, 2017, Mr. [redacted] confirmed that the handset he purchased was being taken care of by our retail representatives.
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