T-Mobile Usa Inc

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.  Please be advised that T-Mobile made several attempts to contact Mr. [redacted] that have proven unsuccessful.  At this time, T-Mobile will respond to both you and Mr. [redacted] with this letter.   T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset and billing statement.  As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7.  Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand.  Please be advised that Samsung requested that all customers that had a Note 7 handset power them off and stop using them immediately, this communication was provided to customers in September 2016 and again in October 2016.      On September 24, 2016, Mr. [redacted] leased a Samsung Galaxy Note 7 handset with our JUMP! On Demand (“JOD”) leasing option.  T-Mobile records indicate that Mr. [redacted] used the handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] through November 30, 2016.    T-Mobile records do not indicate that Mr. [redacted] reported any incident to us regarding the Samsung Galaxy Note 7 handset during December 2016.  Our records from February 7, 2017 indicate that Mr. [redacted] first contacted us about the Samsung Galaxy Note 7 charges and at that time, T-Mobile closed the JOD lease and the balance of $748.11 was credited in full on the billing statement dated March 14, 2017.  In fact, T-Mobile issued credits totaling $1,311.17 on February 15, 2017 to Mr. [redacted]’s account as a gesture of goodwill, which exceeded the total cost of the Note 7 handset charges by an additional $563.06.     Mr. [redacted]’s account has three voice lines of service and two Mobile Internet (“MI”) lines of service.  Mr. [redacted]’s account is subscribed to our Simple Choice North American Unlimited Talk, Text, and Data (with up to 10 GB of high speed data per line of service) rate plan for $100.00 for two lines of service, the additional line is $20.00 per month.  Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] each subscribe to JUMP 1.0 with Premium Handset Protection (“PHP”) for $9.00 per mobile number per month.  In addition, Mr. [redacted]’s mobile number ending in [redacted] subscribes to PHP with Mobile Security for $12.00 per month and Name ID for $4.00 per month.  Mr. [redacted]’s MI line of service ending in [redacted] is $15.00 per month and it receives a $10.00 MI monthly discount and the MI line of service ending in [redacted] is $10.00 per month after the $10.00 MI monthly discount.  Finally, Mr. [redacted] has seven Equipment Installment Plans (“EIP”) open as he is purchasing accessories, a Samsung J7 handset, a Samsung Gear, an LG V20 handset, a Samsung Tab A, a Samsung Gear S, and a BEATS Wireless Studio 2 headphones.  Mr. [redacted]’s monthly equipment installments total $95.66 per month. Before additional usage charges, taxes, and fees, Mr. [redacted]’s monthly billing statement totals $264.66.    Please be advised that over the past 12-months, T-Mobile did not receive payments to Mr. [redacted]’s account during the following months:  September 2016, October 2016, December 2016, January 2017, February 2017, March 2017, and May 2017.  T-Mobile records do not validate that we offered to bring Mr. [redacted]’s account balance to zero as we properly removed all charges associated with the Samsung Galaxy Note 7 handset and an additional $563.06 was credited to the account as a gesture of goodwill.  In addition, our records do not indicate that Mr. [redacted] was advised to not remit payment; in fact, our records from our call with Mr. [redacted] indicate that he was advised that he needs to pay for the equipment and service charges to avoid service interruption.  The only charges that Mr. [redacted] was not asked to pay were the charges associated with the Samsung Galaxy Note 7 handset.  T-Mobile records from March 19, 2017 indicate that Mr. [redacted] provided a future dated payment to pay $235.00 on March 26, 2017.  However; this payment was not honored by Mr. [redacted]’s financial institution as they reported that they were asked to stop payment.   As of June 6, 2017, Mr. [redacted]’s account balance totals $2,572.97 and is comprised of monthly access charges, extended payment arrangement installments, EIP monthly charges, late fees, and taxes for services rendered from November 15, 2016 through May 14, 2017.  It is T-Mobile’s position that Mr. [redacted] is not due additional credits for the Samsung Galaxy Note 7 recall and that the balance is valid.  Mr. [redacted]’s account was partially suspended from placing non-emergency outgoing calls on May 23, 2017; as a result of non-payment.  Mr. [redacted] may contact Customer Care at (800) 937-8997 to discuss payment options that may be available.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response

September 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 14, 2016, regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our retail location. T-Mobile records indicate that on June 8, 2016 Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a pair of Beats headphones. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on her personal credit history at the time of Ms. [redacted] purchase, she was required to make a down payment in the amount of $124.99. In addition, Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $5.21, which have appeared on each statement since the first bill following the purchase of the accessory. In addition, at the time of activation Ms. [redacted] purchased one Apple iPhone 6S Plus 16GB with a required down payment of $336.00 with installments of $17.24 per month for 24 months and one LG K10 handset with a required down payment of $72.00 with installments of $3.88 per month for 24 months. Please be advised that all associated down payments and taxes were paid at the time of activation. T-Mobile records confirm that at the time of activation Ms. [redacted] traded in one Apple iPhone 6 Plus and T-Mobile offered a trade in credit of $235.00, one Samsung Galaxy S6 Edge for a trade in credit of $180.00, and one Samsung Galaxy Note 5 for a trade in credit of $216.00. These trade in credits totaled $631.00. Additionally, Ms. [redacted] purchased a Certified Pre-Owned LG L90 for $29.99, which increased the charges to $562.98. The applicable taxes totaled $98.58, which brought the total amount due at the time of activation to $661.56. The trade-in credits were applied to this balance lowering the total remaining balance to $30.56, Ms. [redacted] paid $8.00 in cash and $22.56 with a credit card. Please be advised that at the time of activation a ‘Buy One Get One’ promotion was running which stipulated that the customer would have to purchase two handsets of the same make and model in order to receive one free. As Ms. [redacted] did not purchase handsets of the same make and model, she did not qualify for the ‘Buy One Get One’ promotion. Additionally, T-Mobile shows no record of providing Ms. [redacted] free accessories for her activation. Please note that Ms. [redacted]’ July 8, 2016 statement closed in the amount of $242.60 which was for the monthly access charges from June 8, 2016 through July 7, 2016. A payment of $92.99 posted on June 15, 2016, lowering this balance to $149.61. The August 8, 2016 statement closed in the amount of $172.07 which included the monthly access charges from July 8, 2016 through August 7, 2016, this statement included the past due balance of $149.61, which increased the total balance to $321.68. Please note that on September 14, 2016 T-Mobile issued a $100.00 courtesy credit to Ms. [redacted] for the inconvenience she experienced, this credit lowered the balance to $221.68. Ms. [redacted]’ account is currently past due with a balance of $221.68, and as a courtesy T-Mobile placed her account on a payment hold to allow her to pay this balance no later than September 30, 2016. Please note that since the activation, there have not been any new lines, or accessories added to the account. It remains our position that Ms. [redacted] has been credited appropriately for her trade in credits and we respectfully decline to issue further compensation. 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. James G[redacted] Executive Response

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

September 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our T-Mobile Tuesday’s (“TMT”) offering.  We appreciate the opportunity to respond to this matter.  Please be advised that in 2016, T-Mobile announced its TMT offering as a way to thank our valued customers.  Please note that customers such as Mr. [redacted], may participate in any of our TMT offerings and take advantage of any prize or promotion available.  It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations.    Upon further review of Mr. [redacted]’s correspondence to your office, we understand that he is concerned with our recently offered TMT prize including a complimentary vehicle oil change provided by Meineke U.S. Please be advised that this offering included a free basic oil change including an oil filter for vehicles that accept either a 5W20 or 5W30 oil viscosity.  Please note that this promotional offering provides customers a $24.95 value.  Should any customer’s vehicle require an alternate oil viscosity, they can then use the promotional offer for $25.00 off of an appropriate oil change for their vehicle.  It should be noted that not all Meineke U.S. locations participated in this offering and we regret if the location selected by Mr. [redacted] was not participating.   However, in an effort to amicably resolve the matter, on September 4, 2017, T-Mobile issued a credit to Mr. [redacted]’s account for $25.00.  The account remains open with a balance of $12.23. We regret any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   William B[redacted] Executive Response

January 10, 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 January 9, 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 to hear that Ms. [redacted] has concerns regarding the return of her Samsung Galaxy Note 7 handsets.  As has been widely reported, Samsung previously announced a world-wide recall of their Galaxy Note 7 handset.  Upon learning of the recall, T-Mobile immediately put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand.  In addition, to assist with offsetting any additional cost customers may have incurred throughout the process, Samsung announced they would provide customers with a $25.00 credit for each handset returned.  This credit would be applied as a bill credit with the customer’s wireless carrier.  Furthermore, Samsung announced that if customers who returned their Samsung Galaxy Note 7 also upgraded to another Samsung device, they would receive an additional $75.00 credit.  This credit would also be applied as a bill credit with the customer’s wireless carrier.  T-Mobile records reflect that Ms. [redacted] returned four Samsung Galaxy Note 7 handsets to T-Mobile.  At this time Ms. [redacted] upgraded to handsets that were not manufactured by Samsung.  As such, Ms. [redacted] would anticipate bill credits totaling $100.00.  T-Mobile records further reflect that a credit in the amount of $25.00 was issued on December 7, 2016 and that a credit in the amount of $125.00 was issued on January 8, 2017.  Thus, Ms. [redacted] has been overcompensated by $25.00.  T-Mobile records do not reflect that Ms. [redacted] was offered any amount in addition to the $25.00 per returned device offered by Samsung.
 
However, in an effort to amicably resolve the matter, on January 10, 2016, T-Mobile issued a credit to Ms. [redacted]’s account for $275.00 which we would consider a one-time courtesy.  The account remains open with a credit balance of $91.51.  We regret 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.
 
David T[redacted]
Executive Response

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

Revdex.com:
  The below listed issue has been resolved by T-Mobile. [redacted]
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Diana J[redacted] is a first class person to work with.Sincerely, [redacted]

June 30, 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 June 28, 2016 regarding the above-referenced account.  Please note that T-Mobile records reflect that the account holder of record is [redacted] and that we have confirmed that [redacted] and [redacted] is the same person.
 
We regret to hear that Mr. [redacted] still has concerns regarding his T-Mobile account.  As T-Mobile has shared in our previous correspondence to your office T-Mobile mailed Mr. [redacted]’s final billing statement to his address of record when it was issued on December 7, 2015.  As also shared in our previous correspondence, T-Mobile referred the account to a third-party collection agency after unsuccessful collection attempts of our own.  T-Mobile cannot speak to any record keeping of Mr. [redacted]’s current carrier that he states do not reflect our collection attempts.
 
Furthermore, as explained in our previous correspondence, if a customer cancels their account and has an outstanding Equipment Installment Plan (“EIP”) balance, this balance will be accelerated and become due on the final billing statement.  Mr. [redacted]’s final billing statement reflecting this accelerated balance on his EIP was issued on December 7, 2015.  As Mr. [redacted] had satisfied the payment due on his previous billing statement dated November 7, 2015, his balance would have reflected as zero from the time of that payment until the final billing statement was issued.  We apologize for any misunderstanding regarding the account balance.
 
Finally, after Mr. [redacted] satisfied the final balance owed of $200.10 with his payment on May 12, 2016, though the delinquency would be considered valid, in an effort to amicably resolve the matter, on June 21, 2016 our office requested that the agency delete any negative information reported to the credit bureau regarding this account.  Please note that the agency advises us to allow up to 90 days for them to update the credit file.  T-Mobile records do not reflect that Mr. [redacted] requested a letter separate from our response to your office confirming we requested the agency update his credit file.  However, we have attached a copy of the separate letter we have mailed to Mr. [redacted] on June 30, 2016.  Please note this letter was mailed to the address Mr. [redacted] has provided in his correspondence to your office as it does not match the address on Mr. [redacted]’s T-Mobile account.  We regret any inconvenience Mr. [redacted] may have experienced.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response
 
Attachment

May 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 22, 2017, regarding the above-referenced account. Please note that T-Mobile records confirm that Mr. [redacted] has designated Ms. [redacted] as an authorized user of his account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets the concerns that Ms. [redacted] has experienced regarding the account. Our records confirm that on January 7, 2015, and June 1, 2015, the JUMP! feature was added to the mobile numbers ending in [redacted] and [redacted], respectively, during the allotted 14-day window following a handset upgrade. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. It is very important to note that T-Mobile’s notified customers by text message U.S. Mail when JUMP! is added to their account.
T-Mobile records confirm that on December 7, 2015, and on December 16, 2015, respectively, the JUMP! features associated with the mobile numbers ending in [redacted] and [redacted] were utilized for JUMP! handset upgrades. However, on January 20, 2016, Ms. [redacted] contacted Customer Care to advise that she did not elect to add the JUMP! feature to either of their lines of service in question. At that time, Ms. [redacted] was advised that pursuant to T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Although it is T-Mobile’s position that the two lines of service received the full benefit of the JUMP! feature, as a courtesy, T-Mobile issued an account credit in the amount of $120.00 for approximately six months of the cost of the disputed feature, which was accepted as resolution in full for the concerns.
Next, regarding Ms. [redacted]’s concerns with the cancellation of the mobile number ending in [redacted], our records indicate that on May 27, 2016, Ms. [redacted] contacted Customer Care to report that the handset in-use with the mobile number ending in [redacted] had been lost or stolen. As such, T-Mobile suspended the mobile number ending in [redacted] per Ms. [redacted]’ request. Since then, our records do not indicate that we have received any requests to cancel the mobile number ending in [redacted], until just recently, on April 7, 2017, when the line was cancelled per Ms. [redacted]’s request. As our records do not indicate that there was any request to cancel this line of service, it is T-Mobile’s position that all charges associated with the mobile number ending in [redacted] were validly assessed. Nonetheless, as a courtesy to Ms. [redacted] and as a one-time exception to policy, T-Mobile has issued account credits totaling $476.60 to the account, resulting in a revised account balance of $41.82. Ms. [redacted] accepted this offer as resolution in full to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

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

August 28, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 20, 2015, regarding the above-referenced account. As of the date of this letter, T-Mobile is pleased to report that we have successfully contacted Ms. [redacted] and that we are currently working to resolve the matter to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with her recent coverage issues. In Ms. [redacted] letter to your office, she indicates that she is unable to use her device in and around his household. It’s important to note that although T-Mobile has verified that the address on Ms. [redacted] account to be located in a good service area, unfortunately, there are a number of factors that can adversely affect coverage, which ultimately may interfere with actual service, quality, and availability. Our records confirm that on August 3, 2015, Ms. [redacted] contacted our Technical Department to report the above mentioned issues with coverage. At that time, troubleshooting began. Our records confirm, Ms. [redacted] was informed she could purchase new equipment, which would be able to utilize the WI-FI network for making and receiving calls as an alternative to the T-Mobile network in places where coverage may be limited. This is because the Apple iPhone 5 devices being used by [redacted] and [redacted] are only capable of utilizing the WI-FI network for data services and not for making and receiving calls. Furthermore, our records also confirm that Ms. [redacted] is currently in possession of a T-Mobile Signal Booster. T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Regrettably, due to an administrative error, a return kit for the signal booster was requested and mailed to Ms. [redacted] mailing address. Please be advised, T-Mobile has canceled the return request of the T-Mobile Signal Booster. However, T-Mobile will monitor Ms. [redacted] account for the next 30 days, in the event that she is inadvertently assessed a non-return fee, for which T-Mobile will adjust in full. Additionally, on August 19, 2015, a service ticket was filed in order to further investigate Ms. [redacted] coverage concerns. However, upon further review of Ms. [redacted] service area and her concerns regarding her coverage, our Engineering Team has confirmed that no technical issues currently exist and that the towers servicing her coverage area are performing as normal. Nevertheless, upon speaking with Ms. [redacted] on August 26, 2015, we have submitted communications to our Engineering Team in order to determine if any alterations can be made to enhance the signal output of the sites currently servicing Ms. [redacted] coverage area. Upon completion of our investigation, T-Mobile will contact Ms. [redacted] and apprise of our findings. 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] recent contact with our Technical Care Department. 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] Very truly yours, T-MOBILE USA, INC. Emilio S[redacted] Executive Response

Thank you Revdex.com and Robert from Tmobile.  Your Customer Service representatives are still in need of training but I'll let that go for now.  Best Regards. Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

June 24, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [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 datedJune 17, 2015, regarding the above-referenced account.   T-Mobile records indicate that on March 28, 2015, [redacted]qualified for and took advantage of our Equipment Installment Plan (“EIP”)offering with the purchase of a Samsung Galaxy S 6 handset.  EIP is a payment option that allows eligiblecustomers to purchase handsets by making a down payment at the time of purchaseand agreeing to pay the remaining balance in 24 installments.  Accordingly, [redacted] was asked to make a down payment in the amountof $99.99 and agree to a series of 24 monthly installments in the amount of $27.50. Additionally on March 29, 2015, [redacted] contacted T-Mobile andrequested that a Samsung Galaxy S 6 Edge handset be sent to him.  [redacted] was then asked to makea down payment in the amount of $99.99 and agree to a series of 24 monthlyinstallments in the amount of $27.50.  If a customer has an open EIP andthe account is canceled, any remaining open EIP balance on the canceled accountis accelerated and becomes due with the final billing statement.  Thisinformation is disclosed within the EIP agreement provided at the time ofpurchase.  When the account was canceledon May 12, 2015, the remaining EIP balance of $1,122.34 was accelerated andposted to the final billing statement dated May 25, 2015.   T-Mobile records confirm that [redacted] returned the SamsungGalaxy S 6 handset to T-Mobile on April 8, 2015.  Due to an inadvertent error, the remaining EIPbalance for the handset was not closed when the device was returned.  T-Mobile records further indicate that on May 19, 2015, a credit in theamount of $660.00 was applied to the account for the remaining EIP balance.  In addition, a refund in the amount of $153.00 was requested to be placed backinto [redacted]’s bankaccount for the down payment, shipping cost, and all applicable taxes.  If [redacted] has questions about thisrefund he should contact his financial institution directly.  Please be advised that the account currently remains closed with abalance due, as of June 19, 2015, in the amount of $759.84. This balance consistsof the remaining EIP balance due on the Samsung Galaxy S 6 Edge handset.  [redacted] may contact Customer Care at[redacted] to discuss payment options.  We regret any inconvenience to Mr.[redacted]  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 [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

November 30, 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 November 26, 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 sincerely regrets any inconvenience Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] purchased a Samsung J7 on May 28, 2016. At the time of the purchase Mr. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) and was not required to remit a down payment but did agree to 24-monthly installments of $10.00. Please note T-Mobile has no record of Mr. [redacted] returning this equipment within the return period. Nevertheless, in an effort to amicably resolve this matter, on November 29, 2016, T-Mobile removed the remaining balance owed on the Samsung J7 EIP balance. Furthermore, T-Mobile applied a credit in the amount of $60.00 for the six months of installments already paid. Ms. [redacted]’s account now reflects a remaining balance of $101.57 for the remaining charges reflected on the billing statement dated November 24, 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. Zachary S[redacted] Executive Response

August 14, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 7, 2015, regarding the above-referenced account. Please be advised that T-Mobile contacted Mr. [redacted] on August 10, 2015; however, he declined to discuss his concerns over the phone. Therefore, T- Mobile will attempt to address Mr. [redacted] concerns via this letter to your office. T-Mobile regrets any payment concerns that Mr. [redacted] has experienced. Our records indicate that on June 7, 2015, Auto-Pay was enabled on Mr. [redacted] account. Please be advised that Auto-Pay is a refill service for monthly and Pay As You Go plans (excludes Legacy Pay As You Go and Pay By the Day) that allows customers to designate a payment (credit/debit card or bank account) every 30-days to automatically pay monthly charges. Customers can sign up for Auto-Pay through their MyT-Mobile.com account online as well as directly through the Refill Center at *233. Customer Care can't enroll customers in Auto-Pay but can release customers by removing the Auto-Pay service from the account. Our records indicate that Auto-Pay has been released from Mr. [redacted] account effective August 6, 2015. In an effort to resolve this matter amicably, T-Mobile will refund to Mr. [redacted] the requested $61.09 payment via a prepaid refund card. Mr. [redacted] may expect the prepaid refund card within seven to ten business days. T-Mobile did not deactivate Mr. [redacted] service as he did not indicate his intention was to cancel the service. The prepaid service is paid through September 4, 2015. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Pancho QExecutive Response

March 2, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            [redacted]      [redacted]                         [redacted]                         [redacted]                         [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 26, 2016, regarding the above-referenced account. 
T-Mobile regrets that Ms. [redacted] did not find our resolution satisfactory after we spoke with her on February 17, 2016.  However; T-Mobile provided a courtesy credit to the account in the amount of $246.57 for the full balance that was due on February 27, 2016 due to Ms. [redacted] dissatisfaction with the Carrier Freedom reimbursement process, which she accepted as final resolution when we spoke with her on February 17, 2016.  T-Mobile confirmed that [redacted] received a total of $1,137.84 in reimbursements with the trade-in credits and reimbursement card, which was accurately provided based on the terms or our Carrier Freedom offer, which are available online at www.switch2tmobile.com.  Finally, Ms. [redacted] Samsung Galaxy S 5 handset was purchased as a used handset or Certified Open Box (“COB”) handset and was no longer within the 90-day warranty and in an effort to fully resolve her concerns and as a gesture of goodwill, T-Mobile provided a brand new Samsung Galaxy S 5 handset to replace her handset despite her refusal to complete the requested troubleshooting steps with us. 
From November 7, 2015 through March 1, 2016, [redacted] account utilized 12,328 airtime minutes, sent and received 15,693 text and picture messages and his account used 59,568 megabytes (“MB”) or 58 gigabytes (“GB”) of data, which indicates that his account received the benefit of our services.  T-Mobile respectfully declines to issue additional compensation to [redacted] account for this matter as the above mentioned offers were accepted by Ms. [redacted] on February 17, 2016 as final resolution in 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.
Ally Y[redacted]
Executive Response

May 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 14, 2016, regarding the above-referenced account. We regret any issues Mr. [redacted] experienced while upgrading his device with the JUMP! feature and we appreciate the opportunity to review and address his concerns. On February 27, 2016, Mr. [redacted] processed his upgrade online which required that the he mail the JUMP! upgrade eligible handsets that were being traded-in to our return center. The trade-in value of the handsets is based upon the condition of the handsets and confirmed by questions answered by Mr. [redacted]. He was then presented with the terms and conditions of the trade-in and offered a total trade in credit of $797.75 for his two Samsung Galaxy S6 Edge handsets. After accepting the trade-in agreement, a mailing label with return instructions was provided to Mr. [redacted]. The return instructions notified Mr. [redacted] to review the full terms and condition before shipping out his handsets. Once the handsets are received, they are inspected and if found to be in acceptable condition, the EIP for the handsets is credited. Please be advised our terms and conditions that were provided to Mr. [redacted], state that the credit may take up to three billing cycles to be applied. On May 19, 2016, T-Mobile spoke to Mr. [redacted] and advised once his cycle closed his account would be adjusted accordingly. On May 23, 2016, Mr. [redacted]’s open EIP of $649.79 for the two handsets was credited and closed. Mr. [redacted] was also issued credits in the amount of $194.94 for the EIP installments that were previously charged and his account now reflects a balance of $71.78. T-Mobile contacted Mr. [redacted] on May 24, 2016, and he accepted this as a resolution and has 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 RExecutive Response

April 28, 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 April 25, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with the authorized user Ms. [redacted], we have resolved this matter to her satisfaction. T-Mobile is sorry to hear about Mr. [redacted]’s concerns regarding the disputed final billing statement. Our records confirm that on June 17, 2013, Mr. [redacted] activated his T-Mobile account at which time he elected to purchase an Apple iPhone 5 on our Equipment Installment Program (“EIP”). Mr. [redacted] paid a total of $267.27 at the point of sale which consisted of a $149.99 Apple iPhone 5 handset down payment, a $39.99 Apple iPhone 5 case, and a $34.99 Apple iPhone 5 Car Charger plus tax. On June 26, 2013, Mr. [redacted] canceled his T-Mobile account by porting his mobile number ending in [redacted] to another service provider. On June 26, 2013, Mr. [redacted] returned his Apple iPhone 5 handset without the accessories to a T-Mobile store, at which time he was issued a cash refund of $137.62, which consisted of the above mentioned down payment of $149.99 plus tax less a $50.00 restocking fee. It is our position that Mr. [redacted] was not refunded for the above mentioned accessories because they were not returned. Please be advised that as Mr. [redacted] canceled his account prior to returning his equipment, he was billed in full for the Apple iPhone 5 handset on the final billing statement. Mr. [redacted]’s first billing statement dated June 20, 2013, totaled $142.16, and consisted of monthly recurring charges from June 20, 2013, to July 19, 2013, an activation fee, plus taxes and surcharges. Mr. [redacted]’s final billing statement dated July 20, 2013, totaled new charges of $439.91 which reflected a final accelerated EIP charge of $480.00 for the Apple iPhone 5, as well as a prorated account credit in the amount of $40.09. Please note that the past due amount of $142.16, in addition to the final billing statement of $439.91 totaled $582.07. On August 9, 2013, Mr. [redacted] remitted payment to T-Mobile in the amount of $30.68, reducing the past due balance to $551.39. On September 30, 2014, T-Mobile adjusted Mr. [redacted]’s account for the accelerated Apple iPhone 5 handset charge in the amount of $480.00, leaving him with a past due balance of $71.39. On April 26, 2016, T-Mobile contacted authorized user, Ms. [redacted], and agreed to credit the remaining balance of $71.39. Additionally, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90 days for this information to be reflected on his credit report. Mr. [redacted]’s account remains canceled with a zero balance. T-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 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. Taylor B[redacted] Executive Response

June 7, 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 May 27, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns with this letter. T-Mobile regrets any frustration Ms. [redacted] has experienced with coverage. We have reviewed the coverage surrounding Ms. [redacted]’s billing address and verified that she resides in an excellent LTE coverage area. Further review confirms that the tower that services Ms. [redacted]’s billing address was undergoing maintenance which may have been degrading the service at her home. However, the tower maintenance was recently completed. Therefore, Ms. [redacted] should no longer be experiencing issues at her billing address. If Ms. [redacted] continues to experience issues we encourage her to contact our Customer Care team by calling 800-937-8997 and we would be happy to troubleshoot her concerns. T-Mobile regrets any frustration Ms. [redacted] encountered with her equipment. In reviewing Ms. [redacted]’s account our records reflect that June 18, 2014, she purchased a Samsung Galaxy S5 for her number ending in [redacted]. Unfortunately, Ms. [redacted]’s equipment is no longer covered by the Limited Warranty and she is not subscribed to the Premium Handset Protection feature. Therefore, Ms. [redacted]’s equipment is no longer eligible for replacement through our Handset Exchange Program. As a courtesy to Ms. [redacted], we have ended the Equipment Installment Plan loan which she had for the Samsung Galaxy S5 and waived the remaining balance of $27.50. If Ms. [redacted] requires new equipment, she must purchase a new device through our Handset Upgrade Program. For a price quote on our current selection of equipment Ms. [redacted] may contact Customer Care at 800-937-8997, visit a T-Mobile retail store or visit www.T-Mobile.com. Finally, T-Mobile regrets any concerns Ms. [redacted] has with her rate plan. Additional records reflect that Ms. [redacted] is subscribed to the $40.00 Simple Starter rate plan with the $5.00 2GB Data feature. It is important to note that this is a grandfathered feature and does not include any of the new features which are available with our current rate plans. We encourage Ms. [redacted] to change her rate plan to our new $50.00 Simple Choice North American Unlimited Talk, Text and 2GB data rate plan. This rate plan includes Simple Global. Simple Global provides discounted calling and free unlimited text and data when customers travel to a Simple Global country and is included with eligible plans at no additional charge. If Ms. [redacted] is interested in changing her rate plan and taking advantage of our Simple Global rates while traveling outside of the USA, she may contact Customer Care at 800-937-8997. Ms. [redacted] may review our current international rates by visiting www.T-Mobile.com. In an effort to amicably resolve this issue, we have applied a $131.44 credit to Ms. [redacted]’s account to bring her outstanding balance to zero and to provide her with an additional month of service at no cost. This credit reduced Ms. [redacted]’s current balance to a credit balance of $51.87. Ms. [redacted] may verify her outstanding balance by visiting www.T-Mobile.com or by dialing #225# on her T-Mobile device. 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