T-Mobile Usa Inc

July 21, 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 9, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on August 14, 2016, Ms. [redacted] entered into our JUMP! On Demand (“JOD”) lease program by selecting a Samsung Galaxy Note 7 handset. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
T-Mobile records indicate that on May 30, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 handset. It is important to note that T-Mobile has no record of Ms. [redacted] trading in her Samsung Galaxy Note 7 handset at that time.
A billing statement issued April 15, 2017, reflected a balance of $775.03 due by May 7, 2017, and consisted of a past due balance of $180.93, monthly access charges from April 15, 2017 through May 14, 2017, monthly EIP charges, monthly JOD charges, late fee, third-party purchases and applicable tax. Please note that on April 21, 2017, T-Mobile received a payment in the amount of $180.93 which covered the past due balance. It is important to note that this was the last payment T-Mobile received on Ms. [redacted]’ account.
On May 3, 2017, T-Mobile cancelled Ms. [redacted]’ JOD lease associated with the Samsung Galaxy Note 7 handset and issued credits totaling $846.32 for the remaining lease payments, lease payments already billed to the account and the purchase option price for the Samsung Galaxy Note 7 handset. Please note that the remaining lease payments and the purchase option price totaling $517.98 for the Samsung Galaxy Note 7 handset were accelerated and applied to the following billing statement. Furthermore, it should be noted T-Mobile records on May 11, 2017 confirm successful receipt of the Samsung Galaxy Note 7 handset to our warehouse after the above acceleration occurred.
The following billing statement issued May 15, 2017, reflected a balance of $624.61 due by June 7, 2017, and consisted of monthly access charges from May 15, 2017 through June 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable tax. Please note that on May 27, 2017, a credit in the amount of $4.99 was applied to the account for a third-party purchase.
A billing statement issued June 15, 2017, reflected a balance of $1,104.44 due by July 7, 2017, and consisted of a past due balance of $619.62, monthly access charges from June 15, 2017 through July 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable tax.
T-Mobile records confirm that on June 20, 2017, T-Mobile issued a courtesy credit in the amount of $100.00 to Ms. [redacted]’ account due to the above-referenced credit for the Samsung Galaxy Note 7 handset’s remaining lease payments and purchase option price being applied to the billing statement issued April 15, 2017.
On July 9, 2017, as an additional courtesy to Ms. [redacted], T-Mobile issued a credit in the amount of $1,004.44 for monthly access charges from May 15, 2017 through July 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable taxes.
As of July 19, 2017, Ms. [redacted]’ account reflects a balance of $638.85 due by August 7, 2017, and consists of monthly access charges from July 15, 2017 through August 14, 2017, monthly EIP charges, monthly JOD charges, late fee, third-party purchases and applicable taxes. It is T-Mobile’s position that Ms. [redacted] has been refunded in full for the Samsung Galaxy Note 7 handset and no further credits are due. Ms. [redacted] may remit payment by contacting our Customer Care at 1-800-937-8997. 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

May 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 May 10 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile handset and his efforts to contact our Executive Team. On September 14, 2015, Mr. [redacted] participated in our JUMP! On Demand offer for a Samsung Galaxy Note 4 on his mobile number ending in [redacted]. JUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong network. Mr. [redacted] was not asked to make an upfront capital cost reduction payment; however, he agreed to 18 monthly lease charges of $22.92.
On January 8, 2017, Mr. [redacted] participated in our JUMP! On Demand offer a second time for an iPhone 6S Plus on his mobile number ending in [redacted]. Mr. [redacted] was not asked to make an upfront capital cost reduction payment; however, he agreed to 18 monthly lease charges of $22.92. Regretfully, Mr. [redacted] had concerns with his iPhone 6S Plus as well.
Our records further indicate that Mr. [redacted] was subscribed to our equipment protection feature for $10.00 per month on his mobile number ending in [redacted] from February 26, 2017, through March 15, 2017. This feature provides Mr. [redacted] with the option to process a Handset Exchange through our Handset Exchange program after the Limited Year Warranty expires as long as the feature is active on his account. T-Mobile provided Mr. [redacted] with a replacement Samsung Note 4 on February 28, 2017, March 1, 2017, and March 15, 2017. As Mr. [redacted] states in his correspondence, he continued to have concerns with his handsets and he returned them.
Please be advised that T-Mobile offered Mr. [redacted] to return his Samsung Note 4 and iPhone 6S Plus to our Executive office. We provided our return address and instructions on how to return the handsets. On March 15, 2017, T-Mobile provided Mr. [redacted] with a courtesy credit of $122.76 that was applied to his account balance for his monthly lease payments paid. In addition, on March 15, 2017, T-Mobile sent Mr. [redacted] a brand new Samsung J7 at no cost to him.
Later, Mr. [redacted] contacted T-Mobile and stated that he was unhappy with the features of the Samsung J7 and we advised him to keep it as an additional handset. T-Mobile’s Executive office received Mr. [redacted]’s voicemails requesting a return shipping label. In an effort resolve Mr. [redacted]’s concerns on April 6, 2017, T-Mobile requested that a prepaid return shipping label be sent to Mr. [redacted], so that he may return his equipment. As of May 16, 2017, T-Mobile has not received Mr. [redacted]’s handsets.
Please note that T-Mobile does not provide handsets at a discount; however; T-Mobile offers a great EIP or Jump! On Demand lease program where Mr. [redacted] may purchase a new device. T-Mobile also provides Mr. [redacted] with a 14 day equipment return period, where he may return his device within 14 days for a full refund.
In an effort to amicably resolve this matter, on May 16, 2017, T-Mobile applied a courtesy credit of $200.00 to Mr. [redacted]’s account as a one-time courtesy. In addition, Mr. [redacted] may return his iPhone 6S Plus to our office in exchange for a credit of the remaining purchase price of $541.99. The handset can be mailed to me at the following address:

T-Mobile USA, Inc.
Attn: Ligia M[redacted]
c/o Executive Response
P.O. Box 37380
Albuquerque, NM 87176
T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr. [redacted] and the final lease payments and purchase price will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than May 29, 2017 take advantage of this offer. We also ask that Mr. [redacted] disable the “Find My iPhone” feature on his Apple iPhone 6S Plus. As of May 16, 2017, Mr. [redacted]’s account reflects a credit balance of $152.13, which will go towards his next billing statement. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[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]
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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] is an authorized user of the account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his service. In Mr. [redacted]’ letter to your office, he indicated that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. [redacted] activated service on January 19, 2017, with mobile numbers ending in [redacted], [redacted] and [redacted]. T-Mobile records indicate that on January 26, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung On5’s. Please be advised that T-Mobile provides a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
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.
Our records show that on March 22, 2017, Mr. [redacted] ported mobile number ending in [redacted] to another service provider. On April 6, 2017, Mr. [redacted] ported his mobile number ending in [redacted]. Lastly, on April 11, 2017, Mr. [redacted] cancelled his mobile number ending in [redacted]. Please be advised that as of March 26, 2013, T-Mobile no longer offers contractual agreements. Therefore, Mr. [redacted] was not under contractual obligation.
T-Mobile records confirm that on April 11, 2017, Mr. [redacted] contacted T-Mobile requesting to cancel his mobile number ending in [redacted] and was advised of the final billing statement. According to documents, Mr. [redacted] understood that he would be receiving a final billing statement. Please be advised that T-Mobile was unable to locate the above-mentioned Samsung devices.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile offered to refund Mr. [redacted] for the payments made for the EIP’s provided that he sends these devices to our Executive Office. Mr. [redacted] has agreed to and accepted to keep in contact with me during this process.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

December 1, 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 November 20, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience Ms. [redacted] may have encountered regarding an insurance claim. T-Mobile records confirm that as of August 27, 2015, the mobile number ending in [redacted] is subscribed to the optional Premium Handset Protection (PHP). Furthermore, T-Mobile records confirm that on August 2, 2017, a claim for the handset under mobile number ending in [redacted] was filed and approved by [redacted] Solutions, Inc. (“[redacted]”). Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time a claim is processed. Our records do not indicate that the non-working handset was received, as such; on October 27, 2017, the account was charged $468.32 for the non-return fee and applicable taxes. Please note the original serial number or International Mobile Equipment Identifier (“IMEI”) continues to be used on the account with the mobile number ending in [redacted].
T-Mobile records further confirm that Ms. [redacted] contacted customer care on September 1, 2017, to dispute the insurance claim; however, the claim had already been approved and is T-Mobile’s position that the claim was not fraudulently filed.
Nevertheless, in an effort to amicably resolve this matter on November 27, 2017, T-Mobile credited the non-return fee in full in the amount of $468.32. Please note the account balance has returned to $333.43, equivalent to Ms. [redacted]’ recurring service charges, equipment installments, and applicable taxes and fees. T-Mobile is glad to confirm Ms. [redacted] accepted the credit as a resolution to her concerns and regrets any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

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.
Just remember, service was cancelled the day after the initial sign up in December.   Sincerely,
[redacted]

July 25, 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 July 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets to hear of Ms. [redacted]’s concerns regarding her handset. T-Mobile has reviewed the above-referenced account and determined that Ms. [redacted]’s mobile number ending in [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) feature. Please note that the PHP feature, which is provided by Assurant, Inc., provides a replacement handset in the event of loss, theft or damage with a deductible. For Ms. [redacted]’s device, the deductible would be $175.00. T-Mobile records do not reflect that an insurance claim was filed but that Ms. [redacted] upgraded to a new device at a cost of $576.00 when her handset sustained damage.
However, in an effort to amicably resolve the matter, on July 24, 2017, T-Mobile issued a credit to Ms. [redacted]’s account for $401.00 which represents the difference between the price she paid for her new handset and the deductible she would have paid if an insurance claim was filed. The account remains open with a credit balance of $199.44.
Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contacts with us regarding the 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.
David T[redacted]
Executive Response

December 1, 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 20, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. T-Mobile records reflect that Ms. [redacted] purchased a LG Stylo 3 Plus handset on October 27, 2017. By purchasing T-Mobile equipment, Ms. [redacted] receives 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 Device Protection as of date of her handset purchase. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program after troubleshooting has been completed 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.
On November 15, 2017, our records show Ms. [redacted] remitted two payments online, the first in the amount of $95.31, and the second for $39.41. On November 20, 2017, T-Mobile refunded Ms. [redacted] in the amount of $93.41, back to the original payment method. Please note that refunds can take up to three business days to process.
As Ms. [redacted] is past the return period for the handset she is unable to return the handset at this time. However if Ms. [redacted] continues to experience issues with her handset she may contact our Customer Care at 1-800-937-8997 for further troubleshooting options.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted] and appreciates her business.
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.
Carolina F[redacted]
Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced account. Please note that [redacted] and [redacted] are one and the same.
T-Mobile regrets any concerns to Mr. [redacted] regarding the Mobile Device Unlock (“MDU”) request for his iPhone 6s Plus with International Mobile Equipment Identifier (“IMEI”) number [redacted] and we appreciate the opportunity to review and address his concerns.
MDU unlocks are available to customers who meet our eligibility requirements. On April 3, 2017, we received a request for a MDU for above mentioned handset. However, upon review, the handset was not eligible for a Mobile Device Unlock as it reflected as non-T-Mobile equipment and we have no record of this device being originally purchased through T-Mobile.
Nonetheless, in an effort to amicably resolve this matter, on April 13, 2017, T-Mobile requested that Mr. [redacted] provide proof of purchase for the iPhone 6s Plus with IMEI number [redacted] to be sent to my attention via email at [redacted]@T-Mobile.com or via facsimile at 505-998-3796. Upon receipt of the proof of purchase, T-Mobile will review the information received and if the handset is confirmed to have been purchased from T-Mobile, we may request that Mr. [redacted] return his iPhone 6 Plus device to T-Mobile. In exchange, T-Mobile will send Mr. [redacted] a like-new iPhone 6 Plus 64GB to his mailing address.
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

December 12, 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 December 5, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced while trying to obtain a Mobile Device Unlock (“MDU”). Please be advised that device unlock codes are available to customers who meet our eligibility requirements. A review of your account confirms that on November 28, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in 1821. Please note that Mr. [redacted]’s account was eligible to receive a Mobile Device Unlock code for his device. As such, on November 30, 2016, T-Mobile emailed Mr. [redacted] with the Mobile Device Unlock code and instructions needed to unlock his device. Upon speaking with Mr. [redacted] on December 6, 2016, he confirmed that the Apple iPhone SE with the IMEI [redacted] was unlocked and in use overseas. As such, T-Mobile respectfully declines to provide Mr. [redacted] with any further compensation. 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. Shannon R[redacted] Executive Response

October 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]
                        [redacted]
                        [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 17, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced regarding her retail store visit and appreciates the opportunity to address her concerns.  Please be assured that T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location.    T-Mobile records indicate that on June 14, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S 64GB handset on her daughter’s line ending in [redacted].  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.  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!2 feature.   The JUMP!2 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 EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.  Customers enrolled in JUMP!2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period.   Unfortunately, as Ms. [redacted] mentioned in her correspondence to your office, the equipment was deemed to have physical damage making the equipment ineligible to trade in for an upgrade.  Upon speaking with Ms. [redacted], on October 20, 2017, T-Mobile explained that the device could be traded in pending the completion of filing an insurance claim through Assurant Solutions whom provides the JUMP!2 feature benefits.  Regretfully, T-Mobile was unable to locate any record of her in store interaction, and explained to Ms. [redacted] that two Apple iPhone 8 handsets could not be sent out as a means of resolution.    Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on October, 20, 2017, T-Mobile applied a one-time courtesy credit of $175.00 to assist Ms. [redacted] with the cost of the Assurant Solutions deductible.  Should Ms. [redacted] choose to file a claim with Assurant Solutions she can contact them directly at [redacted].  T-Mobile regrets any inconvenience to Ms. [redacted].    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]

Complaint: [redacted]
I am rejecting this response because: Its same message what other rep gave me. I dont understand why are you checking your own recorded calls. If I would have told once about unlimited plan being higher in price or lines charge I would have accepted. But not 1 rep gave me this answer, second, third and so on so numerous calls I was told my bill would remain same. I want my bill same with unlimited lines or I would like to end service with no extra charges
Sincerely,
[redacted]

May 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
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 13, 2017, regarding the above-referenced account. Please be advised that upon speaking with Ms. [redacted], she confirmed she is the Billing Responsible Party. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with the activation of the above-referenced account.
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The 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-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
T-Mobile records confirm that on March 31, 2017, Ms. [redacted] activated the above-referenced account and purchased two iPhone 7 Plus handsets on an Equipment Installment Plan (“EIP”). At the time of signing, Ms. [redacted] was required to remit a down payment of $299.98 and agreed to 24-monthly installment payments in the amount of $60.00.
It is important to note that at the time of purchase, Ms. [redacted] traded in one iPhone 6s and one iPhone 6s Plus for which she received a trade-in credit of $390.00. Based on the amount owed to her prior carrier totaling $774.88 and approval of her reimbursement request, Ms. [redacted] is eligible to be sent a prepaid card in the amount of $384.88 for the balance of the equipment installments charged by her prior carrier. Please be advised Ms. [redacted] will need to log-in to www.t-mobile.com to accept the offer and have the prepaid card sent to her.
Nevertheless, as a gesture of goodwill, on May 25, 2017, T-Mobile offered to apply a one-time courtesy account credit in the amount of $195.00 which is equal to half of the trade-in credits previously received at the time of activation. Regrettably, Ms. [redacted] declined T-Mobile’s offer at this time. Should Ms. [redacted] decide to take advantage of this offer, she may contact me at the number listed below no later than June 1, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. 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.
Carlos T[redacted]
Executive Response

May 18, 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 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 May 8, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the billing on her account. T-Mobile has reviewed the account and confirmed that Ms. [redacted]’s above-referenced account was enrolled in AutoPay on December 22, 2017. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
Regretfully, Ms. [redacted]’s account was canceled on March 9, 2017, when the mobile number ending in [redacted] was transferred to another service provider. Ms. [redacted]’s final billing statement dated April 2, 2017, carried a total balance due of $186.61which included charges for accelerated Equipment Installment Plans and applicable taxes.
As Ms. [redacted] authorized AutoPay, on April 28, 2017, T-Mobile was authorized to automatically deduct a payment in the amount of $186.61 from Ms. [redacted]’s account. However, in an effort to amicably resolve this matter, on May 18, 2017, T-Mobile issued a refund in the amount of $186.61 to the credit card on file for Ms. [redacted]. T-Mobile request that Ms. [redacted] please allow one to six business days for the refund to appear in the requested bank account. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I am not satisfied. I was lied to by your employee.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
filled complain last month #[redacted] about the problem and how its been 6 month every month I have to call to correct the billing . t mobile closed the case as fixed / solved which is not true. they didn't provide the restitution I asked for . now just received the billing again for august and still incorrect . t-mobile is very shady company doing business this way and hopping to make more money than whats agreed oni'd like t mobile to correct the issue and pay for their neglect if this is not fixed properly and proper resolution met that I accept . I will take all and every legal action possible. this time whoever contact me should have the power and authority to speak on behalf t-mobile not an incompetent 20 years old
Sincerely,
[redacted]

June 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 11, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location and Customer Care.
T-Mobile regrets any concerns that Ms. [redacted] May have experienced regarding her account. T-Mobile records confirm that on May 30, 2017, Ms. [redacted] activated service with mobile numbers ending in [redacted] and [redacted]. T-Mobile records indicate that on May 30, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 7 Plus.
As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Please be advised that T-Mobile does not charge activation fees. However, there is a $20.00 SIM starter kit that customers are required to pay at the time of activation.
Please be advised that T-Mobile charges a tiered restocking fee to offset the cost of processing and restocking the equipment based on the device type: $75.00 for advised data-focused devices, $50.00 for Smartphones, and $25.00 for phone-first devices and laptop sticks. It is important to note that the terms of the restocking fee are disclosed on the receipt at the time of purchase.
T-Mobile records confirm that Ms. [redacted] canceled her account on June 2, 2017, when she ported her mobile number ending in [redacted] to another service provider and requested to cancel the line ending in [redacted]. Ms. [redacted]’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Accordingly, Ms. [redacted] was billed through June 2, 2017.
Our records show that on June 2, 2017, T-Mobile credited $268.50 as a gesture of goodwill leaving the account with a credit balance of $268.50. To amicably resolve this matter, on June 23, 2017, T-Mobile refunded $268.50 to Ms. [redacted]’s financial institute which will be deposited within one to three business days.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

April 4, 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 March 22, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to his concerns of being overcharged for his iPhone 7.
From September 26, 2016 to October 2, 2016, T-Mobile offered new and existing postpaid customers the opportunity to upgrade their full paid off iPhone to the iPhone 7 at a discounted price. With this offer, qualified customers who purchased a new iPhone on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is discounted after 24 months.
T-Mobile records confirm that on September 30, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a an Apple iPhone 7 32GB handset. Based on Mr. [redacted]’s trade in of an Apple iPhone 6, he was quoted a trade in credit of $165.00 along with monthly EIP credits of $11.87 per month making the total cost of the device after all credits $200.00. Please be advised that on November 15, 2016, Mr. [redacted] received a trade in credit in the amount of $137.00 and has been receiving monthly credits in the amount of $11.87. It is important to note that due to an inadvertent error, Mr. [redacted] received a lower trade in credit.
On April 3, 2017, T-Mobile applied an additional credit in the amount of $28.00 to cover the remaining amount of the expected trade in credit and leaving his account at a $28.00 credit balance. Additionally, in order to amicably resolve this matter, T-Mobile applied a $200.00 credit towards the EIP for the iPhone 7 32GB handset. This has brought the remaining balance owed on the EIP to $287.45 and Mr. [redacted] should expect to still see his EIP payment at $27.09 monthly and receive a credit in the amount of $11.87 towards it with only ten remaining payments instead of twenty.
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.
Jimmie 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. BUT its important to clarify that this billing problem start the very first day we ([redacted] and [redacted]) became Tmobile customers, that very first day we got a NOT contract 2 lines, and we paid that day for 2 phones equipment and first month of service, this is simple and common sense, nobody get service out of contract if they don't pay in advance the first month,.. that day we reject a credit report checking and that was the reason we couldn't setup an automatic payments in our account, making us to do on time one time payments month to month for almost 2 years. Tmobile don't have a record of that very first bill neither me, the only evidence to proof who is right in this case, that's why tmobile agree to refund the last bill paid, another important issue, in the case that tmobile is right and we are not in this case, why Tmobile charge a full month bill, when we paid july 2 and cancel service july 16 (14 days of service),.we are  satisfactory with the response and solution of this case, but tmobile should be carefully treating customers that cancel services, we understand they are a business and don't want lose money, but is wrongful send collection letters the same month of unpaid and disputed bill, without effort to find better solution first, that letter they sent to us is offensive after we was long time good customers and the paragraph included informing if we return to tmobile all cancellation fees in our account will be removed, we interpret this as menace and offensive, we never going back to Tmobile NEVER EVER, this complain was no about money, was Justice about. We thanks to Revdex.com and tmobile too, for this final resolution.Sincerely, [redacted]

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 9, 2018, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr. [redacted] experienced with the account.  Please be advised the account is currently subscribed to our Simple Choice Family Mobile with unlimited talk, text and 6 GB of 4G LTE data for two lines for $70.00 plus applicable taxes and fees.Our records confirm on December 23, 2017, Ms. [redacted] purchased two LG Stylo 3 Plus handsets using our Equipment Installment Plan (“EIP”) offering.  Regrettably, due to an inadvertent error, the handsets did not ship and on January 2, 2018, the orders were canceled.  It is important to note that from December 27, 2017, through January 2, 2018, in an effort to amicably resolve the matter T-Mobile applied several credits totaling $290.42.  Please be advised the courtesy credits provided were not reversed.  On January 2, 2018, T-Mobile placed a new order for two LG Stylo 3 Plus handsets on EIP and the handsets were delivered on January 4, 2018.  Thereafter, Mr. [redacted] contacted T-Mobile regarding concerns with his data usage and T-Mobile added an additional unlimited data package in the amount of $45.00 per month for lines ending in 0715 and 7479.  Please be advised both additional data packages were removed as of February 9, 2018 and returned to the original 6 GB of data per line referenced above. On February 5, 2018, a bill generated for $176.98, which consisted of monthly service charges, goodwill credits, and equipment charges plus applicable taxes and fees from February 5, 2018, through March 4, 2018, and due by February 25, 2018.  On February 9, 2018, in an effort to further resolve Mr. [redacted]’s concerns T-Mobile applied additional account credits in the amount of $211.80 for additional data charges and courtesy credits leaving an account credit balance of $34.82. On February 12, 2018, upon speaking to Mr. [redacted] he stated his concerns had been resolved and requested additional courtesy credits, at which time T-Mobile respectfully declined any additional compensation for this matter. 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.Carolina F[redacted]Executive Response

September 18, 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 12, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced with her estimated monthly recurring charges. Furthermore, T-Mobile regrets to hear that Ms. [redacted] has experienced coverage issues in her home. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors that may interfere with actual service, quality, and availability T-Mobile records confirm that on August 4, 2015, Ms. [redacted] activated the above referenced account and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB Data rate plan for $100.00 per month with mobile numbers ending in [redacted] and the mobile number ending in [redacted] as an added-on-line to the account for an additional $20.00 per month. This rate plan provides Ms. [redacted] with unlimited talk, text, and internet with 4G speeds up to 10GB to each mobile number on the account. Please note that on August 5, 2015, Ms. [redacted] ported her mobile numbers ending in [redacted] from a different carrier to replace mobile number ending in [redacted] respectively. T-Mobile records indicate that on August 4, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three (3) iPhone 5s 16GB of memory Certified Pre-Owned devices. As the devices were purchased on EIP, Ms. [redacted] was not asked to make a down payment; yet, paid $75.96 for the taxes on the full cost of the devices and agree to a series of 24 monthly installments in the amount of $36.48. Based on the above, Ms. [redacted] estimated monthly recurring charge is of $156.48 including her EIP monthly installment and before applicable taxes and surcharges. Upon receipt of your correspondence, T-Mobile reviewed Ms. [redacted] home billing address and determined that Ms. [redacted] can expect to receive satisfactory coverage with indoor limitations. In addition, services are functioning within expected parameters in her area. Although we do not wish to lose Ms. [redacted] as a customer, we understand that T-Mobile may not be able to provide the service that is best for her while at home. Therefore, T-Mobile is willing to allow Ms. [redacted] to return her devices. In exchange, T-Mobile will credit any remaining EIP balance obligations, provided that Ms. [redacted] returns her devices to T-Mobile in like-new condition free from any physical or liquid damage. Should Ms. [redacted] accept this offer, she may return the devices directly to my attention within 30 days of the date of this letter to the following address: Executive Response Attention: Aida A[redacted] Albuquerque, NM 87107 T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipment. In addition, we request that Ms. [redacted] includes her T-Mobile account information with her devices to ensure proper credit. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response