T-Mobile Usa Inc

July 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated July 14, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
Please note there are several eligibility requirements to be met. Regrettably, Mr. [redacted] did not meet them because he did not trade-in the handset that he is requesting reimbursement for. Therefore, as Mr. [redacted] did not trade-in his handsets it is T-Mobile’s position he is not eligible for reimbursement.
We further regret any concerns Mr. [redacted] has regarding his non-T-Mobile handset. It should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked handset worked on our network; however, certain advanced features may work sporadically or not at all. We regret any inconvenience Mr. [redacted] has experienced.
T-Mobile records confirm on July 13, 2017, Mr. [redacted] spoke with our Customer Care department regarding issues with his handsets. Please be advised T-Mobile performed troubleshooting with Mr. [redacted] but was unsuccessful in resolving his concerns.
T-Mobile would like the opportunity to discuss handset options with Mr. [redacted] at his earliest convenience. Should Mr. [redacted] wish to discuss these options he may contact me at the number listed below Monday through Friday 12:30 P.M. to 9:00 P.M. MST.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Christopher P[redacted]
Executive Response

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]

October 5, 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 September 27, 2015, regarding the above-referenced account. T-Mobile regrets to inform that all contacts to Ms. [redacted] have been unsuccessful. T-Mobile is more than happy to assist Ms. [redacted] and we hope that she contacts us at the below number to ensure that her concerns are resolved to her satisfaction. In Ms. [redacted]’s correspondence she references that she received a text message regarding the EIP pay off for the Samsung Galaxy S4 device; then being held responsible for the amount totaling $104.00. T-Mobile regrets any confusion this message may have caused. T-Mobile will adjust Ms. [redacted]’s account for the EIP pay off which will be reflected on the October 14, 2015, billing statement. Our records further indicate that a second adjustment of $26.00 was placed toward Ms. [redacted]’s account for the Samsung Galaxy S4 device on the billing statement dated September 14, 2015. As referenced in our previous correspondence to your office, T-Mobile has two programs for equipment which are JUMP! and JUMP on Demand. As Ms. [redacted] has advised and per our records, in August of 2015, Ms. [redacted] purchased an Apple iPhone 6 Plus using the JUMP! on Demand program where she agreed to a monthly payment of $19.00 per month for her device. In response to Ms. [redacted]’s concerns regarding the MCSA discount on her account, T-Mobile began to implement the requirement to recertify to receive the MCSA discount in early 2014. T-Mobile records confirm that on May 6, 2014, a notification was sent to all customers including Ms. [redacted]. Ms. [redacted] was given over two months to submit the necessary documentation on our website www.t-mobile.com/verify; however T-Mobile did not receive the required documents. Our records indicate on July 23, 2014, Ms. [redacted]’s 12% Advantage Program discount was removed from her account. As of today’s date, T-Mobile is yet to receive Ms. [redacted]’s required documentation; therefore we do ask that Ms. [redacted] email me a copy of her most recent paystub and upon verification T-Mobile will apply the corporate discount to her account. Ms. [redacted] may send her documentation to [redacted]@TMobile.com. In an effort to amicably resolve Ms. [redacted]’s concerns; T-Mobile has placed a total credit of $191.40 in lieu of the last fifteen months that Ms. [redacted]’s was not receiving the MCSA discount. The approximate monetary amount Ms. [redacted] was receiving monthly was $12.76. Ms. [redacted]’s account currently has a credit balance of $191.40. Please note, T-Mobile will need the requested documentation to successfully conclude her referenced MCSA concerns. Finally, please be assured that T-Mobile makes every effort to be professional and courteous to our customers and we sincerely regret Ms. [redacted]’s negative interaction with our Customer Care team and the lack of follow through. T-Mobile will ensure that the feedback is provided accordingly. We hope this resolution is acceptable to Ms. [redacted] and invite her to call me if she has further 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 [redacted] Very truly yours, T-MOBILE USA, INC. Lupe C[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  This claim cannot be closed until I receive what was promised via the initial phone call when setting up the new account.  The fact of the matter is, 2 of the lines on this account switched from [redacted].  There is no way around that.   Other facts are, nowhere in the many (I am assuming recorded) calls and chats did one person mention uploading a bill. Further facts, one of the reps via telephone (I am assuming recorded) stated she submitted the rebate for me and I would receive an e-mail with confirmation and further instruction within 10 business days.  That never happened and is completely unacceptable.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as the gift cards arrive and I can use them to pay off [redacted] and then pay off our T-Mobile lease phones and terminate our account. We were very aware that we needed to check coverage before signing up - we did... and I also called T-Mobile 3 times before switching to ensure that we would have coverage. We were assured by the coverage map and the representatives on the phone that we would, in fact, have "excellent" coverage. This, in fact, is not true... much like many other things we were told through T-Mobile. The switch was a nightmare. Mr. M[redacted] did his best to resolve the situation, and I appreciate that. However, I think it's a shame that I had to go all the way to making a complaint to the Revdex.com to get someone competent and able to follow a simple conversation to be able to make a decision to help us. I still do not have a great feeling about T-Mobile, I will discourage others from using them and I believe that business practices and marketing needs some re-vamping to be accurate and true to consumers. One should not have a full connection with great service strength in one part of the yard, driveway, or home - to then drop calls a few steps later. Saying there is coverage in areas - is one thing, but reliability is something completely different. I am okay with what our resolution is here, but again, still not happy overall with the company. Mr. M[redacted] - thank you for helping as you did. You were the most kind and competent out of any of the several dozen that I've spoken with at T-Mobile since January. 
Sincerely,
[redacted], M.A. Ed.

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.
Although I am accepting this response it must be noted, that I paid on April 8th the amount verbally furnished to me by a T-mobile representative as the final billing amount. I was also assured on that date that I had no other outstanding obligations. It is my hope that T-mobile representatives will do a more thorough job in the future, of disseminating accurate information to customers in store and over the phone.Sincerely, [redacted]

Tell us why here...
October 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced during his tenure with T-Mobile. As stated in our response to your office dated October 20, 2017, T-Mobile has issued a refund in the amount of $5.00, in an effort to reimburse Mr. [redacted] for his SIM Starter Kit. It should be noted that this refund was issued via prepaid debit card and should arrive at Mr. [redacted]’s residence via US Mail within ten business days of approval. On October 25, 2017, T-Mobile contacted Mr. [redacted] to advised of previous resolution and to allow ten business days to receive the aforementioned refund.
As such, Mr. [redacted] agreed to the response provided on October 25, 2017, and advised matter was resolved to his satisfaction. T-Mobile regrets any inconvenience caused to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sharon B[redacted] Executive Response

February 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 31, 2017, regarding the above-referenced account.
We regret any inconvenience that Ms. [redacted] experienced regarding the non-return fee billed to her account. Our record confirm that on April 29, 2014, we mailed a T-Mobile Signal Booster to Ms. [redacted] to enable her to have better voice and data connections while at home and therefore improve her in-home coverage. Please note that Signal Boosters are T-Mobile owned devices. If not returned upon cancelation of service, there is a non-return fee that is assessed to the account. Our records further confirm that on November 25, 2016, a return label was created and mailed to Ms. [redacted] for her to return the Signal Booster. Upon receipt of Ms. [redacted] correspondence from your office, T-Mobile confirmed receipt of the Signal Booster on January 9, 2017.
Please note that Ms. [redacted] account was enrolled in AutoPay on October 20, 2014. Although we regret if she was advised the feature was removed from her account, it was not removed prior to the deduction of her final balance of $397.50 which consisted of the T-Mobile Signal Booster non-return fee. In an effort to amicably resolve this matter, on February 1, 2017, T-Mobile approved a refund of $397.50 for the T-Mobile Signal Booster non-return fee to the original payment method. Please allow up to five business days for the funds to reflect on Ms. [redacted] financial institution. Again, 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.
Aika A[redacted] Executive Response

May 17, 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 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 Mr. [redacted] as an authorized user of the account. We are pleased to report that we have successfully contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his recent equipment purchase. From March 11, 2016, to March 17, 2016, as part of our Samsung Galaxy Buy One, Get One (“BOGO”) offer, postpaid customers who purchased a Samsung Galaxy S7 or S7 edge device would be eligible to receive a second S7 or S7 edge of equal or lesser value for free via a mail-in rebate with the activation of a new line of service on same account. It is important to note that customers were required to purchase both devices via our Equipment Installment Plan (“EIP") offering as well as keep the account in good standing to receive the rebate. Our records indicate that on March 17, 2016, Mr. [redacted] activated the additional line of service ending in [redacted]. At that time Mr. [redacted] took advantage of JUMP! On-Demand (“JOD") with the purchase of a Samsung Galaxy S7 Edge, International Mobile Equipment Identity (“IMEI”) [redacted] for use with the aforementioned mobile number. Thereafter, on March 22, 2016, Mr. [redacted] took advantage of JOD with the purchase of a Samsung Galaxy S7 Edge IMEI [redacted] for use with the mobile number ending in 6470. However, as previously mentioned above, because the devices were not purchased via EIP, Mr. [redacted] was not eligible to receive the mail-in rebate. Regrettably, on May 2, 2016, pursuant to Mr. [redacted] request, the mobile number ending in [redacted] was canceled. Thereafter on May 10, 2016, Mr. [redacted] was allowed to return the Samsung Galaxy S7 Edge, IMEI [redacted] to the retail store. Upon speaking with Mr. [redacted], as a means of amicable resolution, T-Mobile has applied a courtesy credit of $705.31 for the remaining equipment balance for the Samsung Galaxy S7 Edge IMEI [redacted]. In addition, T-Mobile applied a courtesy credit of $124.11 to Mr. [redacted] account, which resulted in a remaining account balance of $211.22. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our retail location. T-Mobile 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. Emilio San M[redacted] Executive Response

February 4, 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 January 26, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his equipment. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 5 handset on December 30, 2015. 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. Alternatively, customers can replace their device through a post-exchange program 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. Please be advised with each handset purchase a set of Terms and Conditions including the Limited Warranty is provided. Please refer to the Warranty Information which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Additionally, Mr. [redacted] has the option to contact the manufacturer of the device for repair or replacement options. Please be advised Mr. [redacted] will need to agree to their terms as they are a separate company from T-Mobile. Nevertheless, in an effort to amicably resolve this matter for Mr. [redacted], on January 25, 2016, T-Mobile shipped Mr. [redacted] a new Samsung Galaxy Note 5 device free of charge. Mr. [redacted] may also keep his original non-working device as a courtesy. Upon speaking with Mr. [redacted] he accepted this as full resolution for his issue. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate them crediting the open account I share with my husband, [redacted]. Sincerely, [redacted]

August 20, 2015 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 15, 2015, 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 Ms. [redacted]’ concerns within this letter. In late 2013, T-Mobile began offering customers on eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates. In Ms. [redacted]’ letter to your office, she indicated that she recently travelled internationally, and was billed for calls placed during her time abroad. Our records confirm that during Ms. [redacted]’ billing period from July 2, 2015 to August 1, 2015, she placed calls totaling 482 minutes while roaming internationally in Nicaragua. As Ms. [redacted] is subscribed to our Simple Choice Value Unlimited Talk, Text and Data rate plan, she receives the previously detailed benefits while travelling internationally in one of the Simple Global countries. As Nicaragua is a Simple Global country, Ms. [redacted] was billed at a rate of $0.20 per minute plus tax, for a total charge of $100.92 for international usage. Please note that calls placed while utilizing a Wi-Fi calling capable handset, and while connected to a Wi-Fi network while roaming in a Simple Global country are at no cost. However, upon review of Ms. [redacted]’ account, we have confirmed that Ms. [redacted] was not connected to a Wi-Fi network when the international roaming calls were placed. In an effort to amicably resolve Ms. [redacted]’ concerns, on August 17, 2015, T-Mobile issued a credit to her account in the amount of $100.92 for the international roaming calls and applicable taxes. Ms. [redacted]’ account remains active, with a balance of $45.18. Payment for this balance is due by August 22, 2015, and Ms. [redacted] may contact Customer Care at[redacted] to arrange for payment of the balance due. T-Mobile regrets any inconvenience Ms. [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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

May 8, 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 May 3, 2017, regarding the above-referenced account.
Please be assured that T-Mobile strives to provide exceptional service to our customers on each and every contact. We regret any concerns experienced by Mr. [redacted] associated with his Mobile Device Unlock request and appreciate the opportunity to address his concerns.
A review of the account confirms that on July 30, 2016, Mr. [redacted] purchased a Samsung Galaxy S6 Edge 64GB handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] through our Equipment Installment Plan (“EIP”) offering. Following, on March 29, 2017, the above mentioned EIP was paid off. It is important to mention that the site referenced on Mr. [redacted]’s correspondence to your office listed as https://www.t-mobile.com/verifyIMEI.aspx is meant to review the status of IMEI numbers of non-T-Mobile devices. Therefore, as Mr. [redacted] has a T-Mobile branded Samsung Galaxy S6 Edge 64GB handset, the information reflected through our site may not reveal the accurate IMEI status for Mr. [redacted]’s T-Mobile branded handset.
Upon receipt of Mr. [redacted]’s correspondence from your office, on May 6, 2017, we ensured that the Samsung Galaxy S6 Edge handset was approved to be unlocked. Additionally, we emailed Mr. [redacted] the below listed instructions to complete the Mobile Device Unlock on his handset.
Please be advised that Mr. [redacted]’s Samsung Galaxy S6 Edge can only be unlocked by using the Device Unlock app in the device itself. There is no unlocking code available. Before completing the steps below to unlock the device, Mr. [redacted] must be connected to the internet via a cellular network in order to complete the steps:
1. From the Home screen, tap Apps.
2. Tap Device Unlock.
3. Tap Continue.
4. Wait while the device connects to the server.
5. Choose desired device unlock type:
a. Permanent Unlock
6. Wait while the device requests the unlock.
7. If successful, restart the device to apply the settings:
a. Permanent Success
8. If you do not restart the device, a persistent alert will appear.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

Tell us why here... March 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 13, 2018, regarding the above-referenced account.  Please be advised that we have made additional attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets any continued concerns Mr. [redacted] may have regarding billing, equipment returns, and number porting.  Please be advised that pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to service interruption or cancellation.  Once a T-Mobile account is cancelled for nonpayment, it may not be resumed unless payment is remitted to bring the balance current.  Customers wishing to port a mobile number to another service provider are welcome to do so, and they must contact their new service provider to complete the request.   It is important to note that T-Mobile adheres to the porting guidelines outlined by the Federal Communications Commission, and does not impede customers’ ability to port their mobile numbers to another service provider regardless of a balance owed.  However, it is also important to note that in order for customers to initiate a number port from one service provider to another, the mobile number being ported must active.T-Mobile regrets that Mr. [redacted] had health issues.  As we understand that customers may encounter life events that affect their ability to pay by their normal due date, T-Mobile offers payment arrangements as a courtesy to allow them to keep services active provided that they pay their entire past due balance by an agreed upon payment arrangement due date.  Upon reviewing Mr. [redacted]’s account, T-Mobile found that he agreed to and defaulted on multiple payment arrangements between the dates September 11, 2016, and December 4, 2016.As indicated in our previous correspondence to your office, Mr. [redacted]’s account was cancelled for nonpayment on January 7, 2017.  Unfortunately, as Mr. [redacted] had defaulted on multiple arrangements and as no payments had been remitted towards his account since September 28, 2016, T-Mobile was unable to further assist Mr. [redacted] with any additional payment arrangements.  Therefore, payment for the full past due balance was required to resume service.Please be advised that T-Mobile provides customers with 30 days to resume a cancelled line of service with the same mobile number.  After a minimum 30 day to maximum 60 day period known as the “aging period,” cancelled mobile numbers are subject to assignment to a new customer.  If a cancelled mobile number prevoiusly belonged to another service provider’s number group, then the mobile number is released to the original service provider after the aging period.  As Mr. [redacted]’s account has been cancelled for more than a year, T-Mobile is unable to assist Mr. [redacted] with reactivating or porting out his mobile number ending in 6235.T-Mobile offers Coverage Solution devices to customers who are in need of a solution to enhance or improve indoor coverage at their primary place of use, provided that they meet eligibility criteria.  As indicated in our previous correspondence to your office, customers who wish to receive a Coverage Solution device agree to return the device(s) should their service be cancelled.  Customers in possession of a Coverage Solution device are automatically sent a return kit to send back their coverage device(s) if their T-Mobile account is cancelled for any reason.  Our review confirms that a return kit was sent to Mr. [redacted] on January 7, 2017 when his account was cancelled for nonpayment.  Customers who have been issued a return kit have a 60-day timeframe in which to return their coverage device(s) to T-Mobile.  As Mr. [redacted]’s return timeframe ended on March 8, 2017, it is T-Mobile’s position that he is not eligible to return his coverage device.Mr. [redacted] may contact AmSher at 1-877-322-9724 to discuss payment options.  Alternatively, Mr. [redacted] may also contact T-Mobile Customer Care to remit payment at 1-800-937-8997.  Please be assured that T-Mobile makes every effort to promptly address and respond to any customer concerns and calls to our office.  We regret if Mr. [redacted] feels that our office has failed to display that in any way.  Mr. [redacted] may contact me directly at the number listed below should he wish to discuss this matter further.  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.Anthony M[redacted]Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account.
T-Mobile regrets any suspension of service concerns Ms. [redacted] has experienced. A billing statement issued May 24, 2017, reflected a balance of $472.44 due by June 16, 2017, and consisted of a past due balance of $239.90, monthly access charges from May 24, 2017, through June 23, 2017, monthly EIP charges, late fee, and applicable tax. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.
T-Mobile records indicate that Ms. [redacted] entered into a payment arrangement on May 28, 2017, through myT-Mobile.com and agreed to pay $47.74 on June 11, 2017, and $190.96 on June 16, 2017. Accordingly, on June 11, 2017, a payment in the amount of $47.74 was received on Ms. [redacted]’s account. However, on June 16, 2017, the scheduled payment of $190.96 was not received as agreed upon. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency.
Due to continued non-payment, on June 19, 2017, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] remitted a payment of $191.00 on June 19, 2017, and the account was reactivated. At the time the account was restored, the account was assessed a $20.00 restore from suspension fee per line of service. Please note that T-Mobile charges a $5.00 payment support fee to cover the operating expenses T-Mobile incurs for taking a call and having a representative personally help the customer with a payment or payment arrangement.
T-Mobile records confirm that Ms. [redacted] entered into a new payment arrangement on June 19, 2017, by agreeing to pay $305.68 on June 29, 2017. On June 20, 2017, a payment in the amount of $25.00 was received and on June 22, 2017, an additional payment of $140.00 was received.
A billing statement issued June 24, 2017, reflected a balance of $374.43 due by July 16, 2017, and consisted of a past due balance of $140.68, monthly access charges from June 24, 2017, through July 23, 2017, monthly EIP charges, payment support fee, restore from suspension fees, late fee, and applicable tax.
On June 29, 2017, the scheduled payment of $305.68 was rejected due to an invalid credit card number. Accordingly, on July 1, 2017, T-Mobile suspended the account’s ability to place outbound calls. Please note that on July 2, 2017, when two payments totaling $110.48 were received and Ms. [redacted]’s account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
In an effort to amicably resolve this matter, on July 5, 2017, T-Mobile issued a courtesy credit in the amount of $134.20 for the restore from suspension fees plus tax incurred on June 19. 2017, and July 2, 2017. As of July 12, 2017, Ms. [redacted]’s account reflects a balance of $196.97 for monthly access charges from June 24, 2017, through July 23, 2017, monthly EIP charges, payment support fee, late fee, and applicable tax.
Please be advised that T-Mobile offers a free service, Autopay. Autopay automatically deducts funds from the customer’s chosen payment method (bank account or credit card) approximately two days before the bill due date and applies them to the account as a payment. T-Mobile recommends that Ms. [redacted] utilizes our Autopay option to avoid service interruptions in the future. 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.
William B[redacted]
Executive Response

July 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset. Our records confirm that in an effort to resolve Ms. [redacted]’s concerns presented in your file number [redacted], on October 20, 2014, T-Mobile provided her a Samsung Galaxy Avant handset at no cost to her. Included with this device was a one-year Limited Warranty provided by the manufacturer of Ms. [redacted]’s device. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program 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. T-Mobile records confirm that Ms. [redacted] participated in our Handset Exchange Program for the Samsung Galaxy Avant on September 16, 2015, and again on June 29, 2016. A replacement handset was sent to Ms. [redacted], and our records confirm that it was delivered to her on July 6, 2016. Regrettably, Ms. [redacted] has reported that the replacement handset has experienced additional handset issues. Please note that Ms. [redacted] is eligible to process a Handset Exchange Program order. Additionally, Ms. [redacted] may purchase a new handset of her choosing. It is important to note, however, that T-Mobile no longer subsidizes handsets, and as such, should Ms. [redacted] choose to purchase a device, she may purchase the device at full cost, or via our handset Equipment Installment Plan program or JUMP! On Demand lease program. However, in an effort to amicably resolve Ms. [redacted]’s concerns, on July 13, 2016, T-Mobile provided Ms. [redacted] with a Samsung Galaxy J7 handset at no cost to her. This device has been sent to Ms. [redacted] via UPS Express shipping, and she can expect to receive the device within three to five business days. T-Mobile regrets any inconvenience Ms. [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. Chris P[redacted] Executive Response

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset.
T-Mobile records indicate on August 24, 2016, Mr. [redacted] purchased his first Samsung Galaxy Note 7 on our Equipment Installment Plan (“EIP”). T-Mobile records indicate that Mr. [redacted] remitted a down-payment in the amount of $69.99 plus applicable taxes for his Samsung Galaxy Note 7 at the time of activation.
Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately.
On September 30, 2016, Mr. [redacted] then elected to exchange his Samsung Galaxy Note 7 for a replacement Galaxy Note 7. Unfortunately as Samsung did issue a second recall of the equipment, Mr. [redacted]’ handset was returned on November 7, 2016. On November 7, 2016, Mr. [redacted] received an adjustment in the amount of $184.79 which represented his applicable down-payment and monthly EIP charges. Additionally, Mr. [redacted] received an adjustment of $896.49 for his second Samsung Galaxy Note 7 that was returned. Please note Mr. [redacted]’ adjustments were applied as bill credits. Please note, Mr. [redacted] credit for his down-payment which was applied to his billing statement dated November 9, 2016. After review of Mr. [redacted]’ account, it is T-Mobile’s position that no further credits or compensation is owed as he has been fully credited for both devices.
T-Mobile will offer to send Mr. [redacted] a refund of $122.19 which represents the down payment and applicable taxes as found on his original receipt. However T-Mobile will require that a charge be applied to his T-Mobile account in the amount of $122.19 as his down-payment had originally been applied to his account as a bill credit and was applied towards his billing statement dated November 9, 2016. Should Mr. [redacted] accept our offer, he may contact me directly at my number listed above.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

Revdex.com:
Im sorry that you guys have made several attempts to contact me. As far as I know I have not received anything in regards to this matter from you guys since I've made the complaint. I have however heard from T-Mobile in regards to it. I have reviewed the response made by the business in reference to complaint ID [redacted].Sincerely, [redacted]

December 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 November 30, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her account. T-Mobile records indicate that on February 6, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LV V10 devices. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Accordingly, Ms. [redacted] was not required to make a down payment but did agree to a series of 24 monthly installments in the amount of $43.12 for the equipment.
By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account, this warranty has been extended as she subscribes to the optional JUMP! feature. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset 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.
However, in an effort to amicably resolve this matter, December 1, 2017, T-Mobile agreed to exchange Ms. [redacted]’s LG V10 devices for replacement Samsung Galaxy S7 devices. We ask that Ms. [redacted] return her LG V10 devices to my attention in like-new condition. The handsets can be mailed to me at the following address:
T-Mobile USA, Inc.
Attn: Zachary
c/o Executive Response
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends Ms. [redacted] 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 handsets, batteries, chargers, and her account information within the box to ensure proper credit is applied. If the handset has sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Ms. [redacted] and she will be charged $1,038.00 for the two Samsung Galaxy S7 devices. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than January 1, 2018, in order to take advantage of this offer. Upon speaking with Ms. [redacted] she accepted this as full resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted] Executive Response

August 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 1, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding the final billing on his T-Mobile account. T-Mobile records indicate that on May 23, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG Stylo handsets. 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 for the taxes on the full retail price of both handsets. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $12.08 per handset. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records confirm that Mr. [redacted] canceled his account on July 1, 2016 when he ported his mobile numbers to another service provider. As such, when the account was canceled on July 1, 2016, the remaining EIP balance of $265.76 was accelerated and posted to the final billing statement dated July 19, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. On June 19, 2016, T-Mobile generated a billing statement in the amount of $123.97 that was due to T-Mobile on July 11, 2016. This billing statement consisted of monthly access charges for service provided from May 19, 2016 to June 18, 2016, EIP, and all applicable taxes and fees. As payment was not received timely the account became past due. On July 19, 2016, T-Mobile generated Mr. [redacted]’s final billing statement in the amount of $381.95 that was due to T-Mobile on July 11, 2016. This billing statement consisted of monthly access charges for service provided from June 19, 2016 to July 18, 2016, the above mentioned accelerated EIP balance, and all applicable taxes and fees. As payment was not received timely the account became past due. Combined with the previously billed amount the total outstanding account balance reflected $505.92. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through July 18, 2016. On July 21, 2016, Mr. [redacted] remitted a partial payment in the amount of $123.97 which posted to the account balance and reduced the outstanding balance to $381.95. Please note that on July 28, 2016, Mr. [redacted] remitted an additional payment in the amount of $381.95 which posted to the account balance reducing the outstanding account balance to zero. However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on August 8, 2016, T-Mobile requested that Mr. [redacted] be issued a refund in the amount of $71.82 for the pro-rated charges he incurred from July 1, 2016 to July 18, 2016. Please note that this refund request was forwarded to Citibank to be disbursed as a prepaid debit card. It is further important to note that it can take seven to ten business days for the refund to be received. Should Mr. [redacted] have any additional questions about his refund he may contact Citibank directly at 1-800-522-7458. Mr. [redacted]’s account currently remains closed and reflects a zero balance due. 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 1-877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response