T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I did forward a computer of Said documents indicate and will do so again thanks very very much.Sincerely, *** ***

April 6,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account
T-Mobile regrets any concerns that Ms*** may have experienced regarding her device trad-inT-Mobile currently offers a traprogram and customers may be eligible to trade in their device for credit towards a new equipment purchase or a current outstanding Equip Installment Plan (EIP) balancesPlease be advised, in most retail stores, a representative can evaluate a customer’s traand provide customers with a quote and credit amountThe representative will evaluate the customer’s device for qualification and, if customers agree to the terms, they will be able to hand in their old device and receive credit toward a new one
T-Mobile records confirm that on February 2, 2017, T-Mobile received Ms***’s iPhone 6strade-insRegretfully, iPhone 6s with IMEI *** was not accepted due to LCD damageHowever, on March 22, 2017, T-Mobile credited the account in the amount of $leaving the account with a credit balance of $
Please be advised that on March 25, 2017, Ms*** confirmed that this matter has been resolved
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris L***
Executive Response

October 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated October 11, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Ms***’s concerns have been resolved to her satisfactionT-Mobile regrets any inconvenience Mrand Ms*** experienced regarding their most recent visit to our retail locationPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail locationOn September 16, 2016, Mr*** purchased an LG Kdevice at the full retail price of $It is important to note, at of the time of purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchaseT-Mobile records confirm that Mrand Ms*** returned to the retail location on September 29, 2016, which was within the day return period, to report the issues that were experienced with the LG KDue to an inadvertent error, T-Mobile processed a handset exchange for Mr***’s LG K10, rather than allowing Mrand Ms*** to return the equipment for a refund in fullBy purchasing T-Mobile equipment, a one-year Limited Warranty is provided by the manufacturer of the deviceDuring the Limited Warranty period, Ms*** may replace eligible devices using T-Mobile’s Handset Exchange Program or by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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 damageOn October 12, 2016, a refund in the amount of $was given to Mrand Ms***Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at T-Mobile.comAs stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).” Upon speaking with Ms*** on October 18, 2016, she advised that Mr*** opted to purchase a non-T-Mobile device through a third party venderMs*** advised that the total amount that was paid for the non-T-Mobile device totaled $In an effort to amicably resolve Mrand Ms***’s concerns, T-Mobile agreed to refund $for the non-T-Mobile handsetMs*** should expect to receive the electronic refund within the next two to three business daysIn addition, T-Mobile has placed a credit on the account in the amount of $for the Assisted Service fee that was paid at the time of purchaseT-Mobile customers have several self-serve options available and encourage all of our customers to take advantage of the self-serve options in order to avoid additional charges such as the Upgrade Support ChargeThe Upgrade Support Charge totals $and is assessed to an account, should a customer elect assistance when upgrading their handsetThe account has a credit balance of $as of today’s dateBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLupe C*** Executive Response

September 11,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 28, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr***’s concerns have been addressed and resolved to his satisfaction
T-Mobile regrets any concerns Mr*** may have regarding his accountT-Mobile records indicate that on July 12, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Stylo handsetOn March 18, 2017, Mr*** completed another purchase for the LG G Stylo under our EIP offeringPlease note that the EIP with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balanceHowever, T-Mobile records confirm that the tradevice was not received at the tracenter; as such the tracredit was not issued to the account
Nevertheless, as a gesture of goodwill and in an effort to amicably resolve this matter, on August 30, 2017, T-Mobile closed the EIP for the LG G StyloIn addition, a credit of $was issued to Mr***’s account to refund him for the previous six EIP chargesPlease note that this credit reduced Mr***’s account balance to $
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Mercedes V***
Executive Response

September 7,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced account
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr**’s recent contact with our Customer Care
T-Mobile regrets any concerns Mr** experienced with Customer Care and with his equipment purchasePlease note that between May 12, 2017, and May 24, 2017, T-Mobile offered new and existing customers who have either the T-Mobile ONE or Simple Choice with Unlimited Data rate plans, purchased a qualifying Samsung Sor SPlus, and added a new line of service, the opportunity to purchase a Samsung Sor SPlus for free through a mail in rebate
T-Mobile records confirm on May 16, 2017, Mr** activated a new line ending in ***, purchased two Samsung SPlus devices for mobile numbers ending in *** and utilizing the Equipment Installment Plan (“EIP”)Mr** purchased the devices at the full retail cost of $per deviceAt the time of purchase, Mr** made a $down payment per device, leaving a balance of $per deviceMr** agreed to monthly payments of $per deviceBased upon our review of Mr**’s account, the rate plan he currently subscribes to does not meet the requirement of having unlimited data, making him ineligible for the promotion
In an effort to resolve this matter amicably, on May 28, 2017, T-Mobile absolved the remaining EIP associated with the line ending in *** in the amount of $630.00, and applied a one-time credit in the amount of $that included four monthly installment plan charges of $since the plan was started in May Mr**’s account remains active with a balance of $T-Mobile regrets any inconvenience to Mr**
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext***
Very truly yours,
T-MOBILE USA, INC
Melyssa G***
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, TesfuI take the words I am willing to wait if they when they deliver it this time I believe they will because of BBS

July 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 20, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr*** regarding our Apple iPhone Buy One Get One (BOGO) free promotional offer. Starting on June 2, for a limited time, eligible customers who purchase a new Apple iPhone handset on our Equipment Installment Plan (EIP) and activate at least one new voice line on our T-Mobile ONE rate plan or eligible Simple Choice rate plan with unlimited high-speed data can get an Apple iPhone SE 16GB handset or Apple iPhone SE GB handset when purchased on EIP for free after rebate As with any promotional offer there are several requirements that must be met in order to qualify for a promotional offer. One of the many requirements for our Apple iPhone BOGO offer was that customers were required to purchase two new Apple iPhone handsets on our EIP. Once both handsets were purchased on our EIP, customers could go online to https://promotions.t-mobile.com and submit for their rebate T-Mobile records indicate on June 14, Mr*** purchased an Apple iPhone 6S Plus handset on our EIP. Furthermore, Mr*** activated a new line of service. Unfortunately Mr*** did not purchase a second qualifying Apple iPhone handset on our EIP to qualify for the Apple iPhone BOGO offer. As such, Mr*** would not qualify for our Apple iPhone BOGO offer. However, in an effort to amicably resolve this matter, Mr*** may purchase a qualifying Apple iPhone handset and submit for his rebate. Unfortunately without first purchasing a qualified Apple iPhone handset, Mr*** would not qualify for the rebate offerT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Martin G*** Executive Response

Complaint: ***
I am rejecting this response because:I agree with every part of the response except the response about the requirements to activate a T-Mobile 'sim card'I'll appreciate if they could avoid a vague response about itwhether the IMEI of the phone is required or optional to activate a 'sim card' and not a deviceWe all should know that a device needs to be compatible with the network but my question is 'Specifically' about activating a sim card.We need to avoid confusions and be very straight forward.
Sincerely,
*** ***

September 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated August 27, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Mr***’s concerns to his satisfactionT-Mobile regrets any inconvenience to Mr*** regarding his Mobile Device Unlock code for his Apple iPhoneT-Mobile records confirm that on August 24, 2015, Mr*** canceled his account, when he transferred his mobile number to another service providerOn August 24, 2015, Mr*** made a payment in the amount of $to his account for the remaining Equipment Installment Plan, (EIP) for his Apple iPhone 64GB on his mobile number ending in ***Also, Mr*** submitted a request for his Mobile Device Unlock codePlease note a customer must allow hours after receiving the email with instructions to process an Apple Mobile Device Unlock code; this allows Apple, the manufacturer, to be able to enter this information in their system and unlock the deviceOn August 26, 2015, Mr***’s handset was unlocked and ready for use on another carrierUpon speaking with Mr***, he stated that his handset is now workingAs of September 1, 2015, Mr***’s account remains canceled with a zero balanceT-Mobile regrets any inconvenience to Mr*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCLeah T*** Executive Response

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

Complaint: ***
I am rejecting this response because: I was set to accept based on my last call with Tmobile, however this letter infuriates me even more If Tmobile pulls up the recordings of my calls with them they will see that different representatives told me my account was eligible for unlocking Had even of them mentioned that there was a balance of due, I would have paid it and had the phone unlocked None of them did Additionally, I had auto pay set up on my account and was a perfect paying tmobile customer for over years I would have liked that Tmobile just admitted that their representatives did not relay pertanent information, and just admit that their team did not perform different representatives told me the device would be unlocked and it never was Even when communicating via email with the rep from the office of the president she did not state that the reason was because my last payment was not made When I ported my numbers and tried to log in online, my account was no longer there, I had no way of knowing there was even a balance due The Iphone is unlocked, however I desire that Tmobile accept responsibility for their poor customer service as opposed to try and make excuses I used to love Tmobile because of their customer service, this entire experience has made me change my mind
Sincerely,
*** ***

February 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 22, 2018, regarding the above-referenced account. T-Mobile regrets that Ms*** remained unsatisfied with our responseAs requested by Ms***, T-Mobile has transferred the $credit balance to her outstanding Equipment Installment Plans (“EIP”)Of the $a total of $was applied to plan ID *** paying off the T-Mobile REVVL Plus in full, $was applied towards plan ID *** paying off the LG Stylo device in full and finally the remainder of $was applied to plan ID *** reducing the remaining balance to $for the LG Kand the LG KIn addition to the EIP for the LG Kand the LG K7, Ms*** also maintains a JUMP! On-Demand lease for a second T-Mobile REVVL with monthly payments of $per month As the credit balance was transferred to Ms***’s EIP, this has left her an outstanding account balance of $for her February 13, 2018, due date consisting of the monthly access charges from January 20, 2018, through February 19, Although, T-Mobile considers this balance valid, as a gesture of goodwill and to an effort to amicably resolve Ms***’s concerns, we have issued a credit of $180.72, leaving the account active with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Christina S*** Executive Response

March 27,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 15, 2017, regarding the above-referenced account
T-Mobile regrets Mr***’s concerns with our Carrier Freedom promotion and the status of his submissionAs Mr*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successful
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inIt is important to note that the Carrier Freedom offer is one per subscriberCustomers who leave T-Mobile and come back are not eligible for the offer a second time
T-Mobile records confirm that on January 10, 2017, Mr*** ported two mobile numbers ending in *** and *** to T-MobileAt the time of activation, Mr*** accepted a travalue of $for each line of serviceTherefore, based on the amount owed to Mr***’s prior carrier and the accepted travalue, Mr***’s second Carrier Freedom payment was calculated to be $
However, as mentioned in his letter to your office, Mr*** had previously qualified for the Carrier Freedom offer and received reimbursements totaling $on a previous account which was canceled on August 25, when the two mobile numbers ending in *** and *** were ported to another service provider
As Mr*** had previously received the Carrier Freedom offer, it is T-Mobile’s position that Mr*** does not qualify for the Carrier Freedom offer a second timeNevertheless, in an effort to amicably resolve this matter and as a courtesy, T-Mobile has agreed to apply a $equal to the half of the above mentioned second Carrier Freedom payment of $Mr*** may accept this offer by contacting me directly at the number listed below or via email at Alberto.V***@T-Mobile.com by April 7, T-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Alberto V***
Executive Response

May 5,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** *** ** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, from Mr*** *** regarding the above-referenced accountPlease be advised that the account holder of record is *** *** ** ***, and that Mr*** has been designated as an authorized user of the accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets any concerns Mr*** experienced regarding the above-referenced accountOur records confirm that the account was activated on June 14, 2015, with four lines of serviceSince the date of activation, the account has been subscribed to our BIZ Simple Choice Unlimited Talk, Text and Data family rate plan at $monthly for four lines of service, plus applicable taxesEach of the four lines of service are also subscribed to our JUMP! 2handset protection $monthly plus tax for each line of serviceAs such, the monthly access charges are $before applicable taxes
In addition to the monthly access charges, there are three open Equipment Installment Plans (“EIPs”) on the accountEIP 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 monthly installmentsOn November 22, 2016, our EIP program was used to purchase an Alcatel Fierce XL handset, with no down payment required, and monthly installments in the amount of $5.84, as well as an Apple iPhone handset with no down payment required, and monthly installments in the amount of $On November 26, 2016, our EIP program was used once again to purchase two additional Apple iPhone handsets, with a down payment of $99.99, and monthly installments in the amount of $for each handset
In Mr***’s correspondence, he indicated that he is experiencing issues with coverageWe regret any coverage issues Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile has verified the address on the account and based on the coverage map, confirms that the account address is in a very good in building 4G LTE coverage area with no known issuesIt is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsIt is important to note that we have no record of Mr*** contacting us with concerns regarding his coverage prior to his correspondence to your office
A review of the usage on the account indicates that for the past three billing cycles, the lines of service have used an average of 1,voice minutes, 3,messages, and 9,megabytes (“MB”) of dataThis indicates successful usage of the T-Mobile networkAs such, T-Mobile considers the charges for the monthly service to be valid and owed
However, on May 1, 2017, T-Mobile issued credits to the account in the amount of $as a courtesyThe account remains active, with a credit balance in the amount of $at this timeT-Mobile respectfully declines and additional adjustments for this issueAdditionally, on May 3, 2017, T-Mobile engineering investigated Mr***’s coverage concerns, and confirmed that there are no network issues occurring in his area at this timeIf Mr*** experiences coverage issues in the future, T-Mobile recommends that he contact Customer Care at 800-937-to complete the appropriate troubleshootingT-Mobile regrets any inconvenience Mr*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P***
Executive Response

June 25, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: *** ***
Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondencedated June 17, 2015, regarding the above-referenced account. On April 9, 2015, replacement equipment wasordered for Ms*** non-working equipment, and it was shipped to her on April10, 2015. Please be advised that in eachreplacement box, a set of instructions is provided to inform the customer howto return their non-working equipment and to avoid being charged a non-returnfee. Our records indicate that we didnot receive the non-working equipment within the allotted timeframe. As such; Ms*** was charged $forthe non-return fee and applicable taxes It is important to note that the possibilityof a non-return fee was disclosed to Ms*** at the time the exchange wasprocessed. On April 28, 2015, a second replacementdevice was ordered for Ms*** non-working equipment and was shipped to heron April 30, 2015. As mentioned above,the device was sent with the return instructions and the possibility of thenon-return fee was also disclosed to Ms*** at the time the exchange wasprocessed. Ms*** was charged $464.35for the non-return fee and applicable taxes Although the devices were not received withinthe allotted seven days, as a courtesy, T-Mobile applied a credit of $toMs*** account for two non-return fee and the applicable taxes. Please note that future exchanges will besubject to the limited exchange terms and conditions and must be returnedwithin the allotted timelines to prevent the possibilities of a non-return fee. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. *** *** Executive Response

April 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 12, 2016, regarding the above-referenced accountT-Mobile is pleased to inform that we were able to contact Ms*** and that she has accepted our offer of resolutionT-Mobile regrets any continued concerns Ms*** may have experienced with the information provided regarding the limited warranty guidelinesAs mentioned in our previous correspondence, Ms*** elected to add the JUMP! feature to her account which includes warranty coverage to the device used on the mobile number ending in ***This feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it as defined in the program brochureCustomers with JUMP! can contact T-Mobile to initiate an exchange under the warranty programIn addition the JUMP! feature provides Ms*** with the ability to process a claim for non-warranty coverage at the cost of the applicable deductibleAs Ms*** purchased an Apple iPhone 6S 64GB handset for her line of service ending in ***, on April 15, 2016, T-Mobile agreed to issue a credit of $towards the payoff of the deviceMs*** accepted the offer as a resolution to her concernT-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCSacny A Executive Response

Complaint: ***
I am rejecting this response because:Dear MrJames H*** I left a detailed message on your exact voicemail several days ago regarding my complaint, and as a direct response to your call You did not acknowledge or return my call.Although your advertisement for the Cell Spot Router included in your Revdex.com response is quite amusing, it is also incorrect and irrelevantI am dismayed that an Executive is unfamiliar with your own products The CellSport WIFI Router is a replacement for any off-the-shelf WiFi router, which I cannot imagine most of your customers not havingIt is NOT a 3G or 4G LTE signal boosting or extending deviceYour CellSpot 4G LTE Router is the device you may have in mind.Nevertheless, you (T-MOBILE) still HAVE NOT removed the router from my accountI have attached a screenshot from my account, taken minutes agoThe time as of this writing is 8:30am on August 8th, 2017.MrH***, if we both look up at the sky at night, standing next to each other, odds are we would both agree it's dark - maybe black with stars, maybe cloud-coveredBut it seems you would look at me with a serious face and say "the sky is blue"If you are able to look at the attachment I've included in my Revdex.com response rejection, you will see that the CellSpot WIFI device is STILL on my accountPlease put your imaginary thinking, or marketing, or deliberate deception aside and join me in agreeing that the device is, actually, in reality, STILL on my accountLet's agree on the color of the sky, then move forward to resolve thisPlease.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do want to say one last time that I truly believe T-Mobile has a severe problem with internal consistency which very much needs to be addressed in the training of their associatesThese lease agreements are so complicated, that even when I called in to verify my understanding of their policy, an employee on the line, again in the store, and in the attached transcript validated my misunderstandingI give T-Mobile the benefit of the doubt that these repeated misunderstandings are a result of poor training and not a malicious system, nevertheless, it is bad businessI am additionally frustrated that I was sent to a second collections agency even after T-Mobile's first choice deemed the debt unfounded.
I truly thank the Revdex.com for their support, and T-Mobile for finally laying this matter to restI am grateful that we can finally put this behind us. Sincerely, *** ***

March 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets to hear of Mr***’s experience with the wireless charging on his handset. T-Mobile records reflect that Mr*** purchased a Motorola Nexus handset on November 10, Purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramIt is important to note that as Mr*** has the $JUMP! feature he has an extended warranty as well as handset insurance through Assurant Solutions, Inc(“Assurant”) for the duration he keeps the feature. T-Mobile records confirm on January 29, 2016, Mr*** contacted Assurant, a third-party vendor and processed his insurance claim. When a claim is filed a deductible is charged by Assurant. Please be advised that Assurant has Terms and Conditions separate from T-Mobile and determines the pricing of deductibles on replacement devices. Any questions regarding Assurant’s policies or processes should be directed to Assurant, who can be reached at 1-866-866-or online at www.myphpinfo.com
Please note Mr*** contacted T-Mobile on February 1, 2016, experiencing issues with the wireless charging on his device and that after completing troubleshooting Mr*** participated in the Warranty Exchange process
Furthermore, in an effort to amicably resolve this matter, on March 23, 2016, T-Mobile processed a second handset exchange for Mr*** for his ongoing wireless charging issues. Please note should Mr*** continue to experience issues with his wireless charging after receiving his replacement device, T-Mobile recommends he contact the manufacturer of his device at 1-800-331-to troubleshoot further. Upon speaking with Mr*** he accepted this as resolution to 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-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

Complaint: ***
I am rejecting this response because: this lady has not even taking the time to contact me to even hear my complaintIt is sad that this business has sent me non-working phones and is asking me to pay them two pennies what am I paying for? this lady is reading notes it would be nice if you would take the time to pick up a phone and call the number that I provided for you instead of avoiding my call and calling the number of the device that you guys sent me and which the speaker is still not working properlyAt this point I am okay with leaving T-Mobile but for a bill I would not pay you one penny I will pay for the device but I will not pay you for a phone bill that was not working
Sincerely,
*** ***