T-Mobile Usa Inc

From: ***, *** [mailto:***] Sent: Friday, May 20, 10:AMTo: Info Subject: RE: Complaint resolved
Good morning,
I am writing in regards to complaint #***The company has refunded me, so that portion of my complaint has been
resolvedHowever, my complaint about their customer service business practices feeling like a scam is still active
Best,
***
***
*** ***
*** ***
*** ***
*** *** *** ***

May 8, 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 26, 2017, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr*** in association to our Carrier Freedom PromotionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs, including early termination fees and equipment lease, as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices. Naturally, several requirements must be met in order to be approved for this offer In order to qualify for the reimbursement of early termination fees or equipment termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Our records reflect that Mr*** submitted his final paperwork for his mobile number ending *** on March 15, 2015, and received a reimbursement for $on May 26, Our records reflect that Mr*** ported his number ending *** to a new service provider, leaving his account active with his remaining mobile internet line ending *** On January 2, 2017, our records further reflect that Mr*** returned to T-Mobile, restoring his voice line of service with mobile number ending ***Mr*** submitted a new Carrier Freedom submission on April 6, 2017, however as he had already been approved previously, he was not eligible for a second reimbursementIt is important to note that per the Terms and Conditions of the promotional offer that only “One offer per subscriber” is availableWe apologize for the inconveniences this has caused Mr***Although, our Carrier Freedom was already processed for Mr***’s number ending ***, as a courtesy and in an effort to amicably resolve his concerns, on May 5, 2017, T-Mobile offered to honor his second submission by issuing a prepaid debit card in the amount of $that will be sent to his billing address on filePlease note that it can take up to business days to receive the card 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

Revdex.com:Although the account was supposed to be closed out on April 14th (a friday), and the customer service rep failed to do that, I am satisfied to the max with what MrH*** was able to do
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:LIARS!!I have emails and texts and also the MY T mobile page where they contact me through.I only get other notifications about T Mobile and my accountNever tried to contact me about resolving any issues.Nice try T Mobile!There is no way to take advantage of the direct pay savings because every month we are overchargedThat would give them the right to steal.I am in the store every month, the salesman know me by name and as soon as I walk in they look up my account, see the overcharge, and start making the calls to fixSince they wont come through with Teacher discount like we were promised and they keep overbilling our account, I will be seeking legal action. I will be getting our monthly bill soon and I will have to start the monthly process of getting the bill fixed to what we were told we would be billedNice damage control T MobileTry and lie your way out of it. Will not work with Me!Nice damage control T Mobile! How many other people are you promising discounts to? How many other people are you overcharging?
Sincerely,
*** ***

September 20, 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 September 7, 2017, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Mr*** associated to the October LG G Pad On Us promotion. Please be advised that between November 18, 2016, and November 20, 2016, T-Mobile offered the October LG G Pad On Us promotion to customers who purchased a LG G Pad X tablet or G Pad F tablet under our Equipment Installment Plan (“EIP”) for free via promotional monthly EIP bill credits to the account. To be eligible, Mr*** was required to subscribe to a gigabytes (“GB”) or higher Mobile Internet rate plan According to our records on November 20, 2016, Mr*** qualified for and took advantage our EIP with the purchase of two LG G Pad X tablets under newly activated mobile internet lines ending in *** and ***. At the time of purchase, a down payment was not required, yet payment for the taxes on the retail price of the devices was remitted and monthly installments of $per handset were accepted. Our records confirm that on November 20, 2016, Mr*** subscribed both mobile internet lines ending in *** and *** to our Simple Choice North America Mobile Internet 6GB rate plan for $per line per month. Based on the above, the account was eligible for the October LG G Pad On Us promotion and monthly EIP bill credits have been issued to the account. Most recently, effective on September 11, 2017, Mr*** elected to change his mobile internet rate plans under the mobile internet lines ending in *** and *** to our Mobile Internet On Demand Only rate plan for $per month per line. Although the mobile internet lines are no longer subscribed to a qualifying 6GB or higher data rate plan, as a courtesy to Mr***, and in an effort to amicably resolve this matter, on September 20, 2017, T-Mobile closed and credited the remaining EIP balance for both LG G Pad X tablets. Please be advised that upon speaking with Mr*** on September 20, 2017, he advised our office that he was to obtain the T-Mobile ONE voice rate plan and the T-Mobile ONE mobile internet rate plan, which provide all unlimited services including talk, text and data for an overall total of $per month. Regrettably, T-Mobile does not offer such an option with current services. It is important to mention, that currently, Mr*** is subscribed to the Simple Choice North America Unlimited Talk, Text and 2GB of Data rate plan for $per month under mobile number ending in ***. Additionally, he is also subscribed to the Mobile Internet On Demand Only rate plan for $per month with the mobile internet lines ending in *** and ***. Going forward, Mr***’s estimated monthly access charges are expected to be $per month plus applicable taxes and fees. Should Mr*** which to discuss this matter further, he may contact me at the information listed below at his convenience. 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 Aika A*** Executive Response

July 8, 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 1, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with his T-Mobile accountT-Mobile records confirm that on May 13, 2016, Mr*** processed a Change of Responsibility and moved his mobile number ending in *** to his own account number ***Our records do indicate that Mr*** was subscribed to our equipment protection feature on his previous account and due to an inadvertent error; the equipment protection was not added to his mobile number on his new accountRegretfully, Assurant will not process an insurance claim due to not have the feature on his accountPlease note Assurant and T-Mobile are two separate companies, each with our own separate policies and proceduresIn an effort to amicably resolve this matter, on June 26, 2016, T-Mobile added Mr***’s equipment protection feature to his mobile number ending in *** on his new accountIn addition, T-Mobile sent Mr*** a brand new Samsung Galaxy SEdge and Mr*** would only be responsible to pay the deductible of $Mr*** accepted this as a resolution to this matterPlease allow two to three business days for express shipping with UPST-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 877-290-ext***Very truly yours, T-MOBILE USA, INCLigia M*** Executive Response

August 21, 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 16, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***; however our attempts have been unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letterT-Mobile regrets any concerns Ms*** has had regarding exchanging her handsetT-Mobile records reflect that Ms*** purchased an LG Ghandset on July 25, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceT-Mobile honors this Limited Warranty and provides customers with an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramCustomers also have the option of a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program offered by T-Mobile, we 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 damageMs*** participated in T-Mobile’s Handset Exchange Program on June 16, Upon receipt we examined Ms***’ device and it was found to have sustained liquid damage, which is not covered under the warrantyIt is important to note that although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy; this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms*** at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetOur records confirm that based on the devices liquid damage, Ms*** was billed $to her T-Mobile accountAdditionally, Ms*** may to view the images of her Liquid damaged device at http://tmousimages.azurewebsites.net/, Ms*** will need to reference the devices order number ***It is T-Mobile’s position that Ms*** was accurately charged based on the devices liquid damageAlthough the charge is considered valid, as a gesture of goodwill T-Mobile can offer to issue a credit in the amount of $for one-half of the out-of-warranty feeShould Ms*** choose to accept our credit offer she may contact me directly at the number listed below no later than September 4, T-Mobile regrets any inconvenience to Ms***Based 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, INCLizette C*** Executive Response

May 2,
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 April 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with his pre-order for his Samsung Galaxy ST-Mobile records confirm that the Samsung National Pre-order offered new and existing customer who pre-order a qualifying Samsung Galaxy Sor SPlus, with a free Samsung Gear VR with controller plus $Oculus bonus contentIn addition, for $more, customers can upgrade the offer to include a 256GB SD card and premium headphones by AKG, while supplies lastWe regret if Mr*** was provided with misinformation regarding the premium headphones by AKG
In an effort to amicably resolve this matter, on May 1, 2017, T-Mobile applied a courtesy credit of $to Mr***’s account so that he may purchase his own headphonesMr*** accepted this as a resolutionAs of May 1, 2017, Mr***’s account balance is $64.51, which consists of his remaining monthly recurring chargesT-Mobile regrets any inconvenience to Mr*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

January 31, 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 January 20, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with unlocking his deviceDevice unlock codes are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on January 11, 2017, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in However, at that time the device was not eligible for a Mobile Device Unlock code as the device had not been utilized on Mr***’s account for at least days per our Mobile Device Unlock policyNevertheless, in an effort to amicably resolve this issue, T-Mobile approved Mr***’s request to unlock his ZTE deviceTo unlock his ZTE device, Mr*** may follow the instructions belowFrom the App tray, tap Device UnlockTap ContinueWait while the device connects to the server.Choose the desired device unlock type: •Permanent Unlock •Temporary Unlock (Temporary unlocks must be performed with a mobile data connectionwill not work) Wait while the device requests the unlockIf successful, restart the device to apply the settingsIf you do not restart the device, you will have a persistent alert in the notification trayIf you completed a Permanent Unlock, the application will disappear from the device app listIf you completed a Temporary Unlock, you must wait for it to expire before attempting a permanent unlock Based 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, INCBrian W*** Executive Response

July 14, 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 2, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets and inconvenience to Mr*** regarding his accountPlease be advised that Mr*** activated T-Mobile service on September 11, 2013, and at the time of activation Mr*** subscribed to the Simple Choice Value Unlimited Talk, Text, and Data $monthly rate plan. On November 28, 2016, Mr*** changed his rate plan to the T-Mobile ONE Taxes Excluded $monthly rate plan. In addition, Mr*** subscribed to the optional JUMP! $monthly feature with mobile number ending in *** and mobile numbers ending in ***, and *** are subscribed to the T-Mobile ONE Add-A-Line $monthly featureAdditionally, the mobile number ending in *** subscribed to the Simple Choice North America Mobile Internet 6GB $rate plan for a total monthly recurring charges of $plus taxes and fees. On March 13, 2016, Mr*** took advantage of our JUMP on Demand (“JOD”) offering with the lease of an Apple iPad Mini 16GB Gold device. At the time of the lease Mr*** was required to remit a capital cost reduction payment in the amount of $42.00, and agreed to monthly installments of $for monthsIn addition, Mr*** took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB Black handset, and four LG KTitan handsets. Please be advised Mr*** took advantage of our Winter Smartphone offer for the LG Khandsets which allowed customer who sign up for T-Mobile ONE rate plan and purchases a qualifying handset monthly EIP credits to cover the full cost of the handset between November 30, to January 10, Please be advised Mr*** has carried a past due balance since his April 28, 2017, billing statement. The amount reflected was $550.94, which consisted of $past due, $recurring, and $other charges. Our records confirm Mr***’s account was suspended on May 15, 2017, for non-payment. Accordingly, Mr*** created a payment arrangement in two installments to be paid on May 22, 2017, in the amount of $110.00, and $on June 5, 2017. Please note T-Mobile restored Mr***’s service but was charged a one-time $restoral fee for each line. On May 20, 2017, T-Mobile applied a one-time courtesy credit in the amount of $to cover the cost of restoral fees assessed to Mr***’s accountIt is important to note Mr*** failed to complete his payment arrangement on May 22, 2017, and did not remit a payment until June 19, 2017, in the amount of $197.29. On June 21, 2017, Mr*** requested all lines attached to the LG Khandsets to be canceled. However, the handsets were not canceled due to Mr*** not completing his conversation with our Loyalty teamOur records confirm Mr***’s T-Mobile account was again suspended on June 28, for non-payment. Mr*** then contacted our Customer Care team and requested cancelation of his T-Mobile account. It is important to note Mr*** did not complete his cancelation request with our Customer Care team resulting in his account remaining open and final EIP charges not billedPlease note T-Mobile has canceled Mr***’s account and he will receive a final bill with monthly recurring charges, final EIP charges, taxes and fees It is T-Mobile’s position that the current outstanding balance is valid and owed for services rendered and utilized. 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 Christopher P*** Executive Response

July 31,
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 July 18, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with his T-Mobile handset upgradesT-Mobile records confirm that on August 6, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four Samsung On devicesAccordingly, Mr*** was asked to make a down payment in the amount of $plus applicable taxes and agreed to a series of 24-monthly installments in the amount of $for each deviceIt is important to note that any amount collected at the time of a device purchase or activation, such as a down payment, deposit, or capital cost reduction, is determined by several factors including device selected, individual account tenure, payment history, and personal credit information
Our records further indicate that Mr*** is participating in our Summer Smartphone on Us promotion and meets all eligibility requirementsAccordingly, Mr*** is receiving his monthly promotional credit of $for each of his devicesHowever, if Mr*** cancels his EIP, his promotional credits will stopPlease note Mr*** may have more than one EIP on his mobile numbersMr*** has an available equipment credit balance of $1,available on his account
On July 27, 2017, Mr*** was advised of our $Down for All programThe $Down for All is a program that allows all customers who pay their bill on time for twelve consecutive months the opportunity to be well-qualified
• Well-qualified customers will receive best pricing;
• Taxes are still applicable per EIP guidelines;
• Not all devices are offered as zero down, however they will receive best pricing when upgrading;
• Customer are still limited to available Equipment Credit Available; and
• Customers that have already been moved to well-qualified pricing will not be moved back to the former credit class if a future payment is missed
In an effort to amicably resolve this matter, on July 27, 2017, T-Mobile applied a courtesy credit of $to his account for his balanceMr*** understands that he must remit his payment for his account balance on the 27th of every month for the next nine months to qualify for the $Down for All ProgramAs of July 27, 2017, Mr***’ account reflects a zero balanceMr*** accepted this as a resolutionT-Mobile regrets any inconvenience to Mr*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

Complaint: ***
I am rejecting this response because:I authorized a credit check but not an account to be openedIs this the practice of t mobile to open accounts in the disguise of a credit check? I was not notified that an account would be opened as a result of the credit checkI did not sign any document agreeing to the terms of an account or phone numbers they assigned to meThis is also the first time I am being told I had phone numbers assigned to meIf I authorized this wouldn't I have known of the two phone numbers? Furthermore the notice to collect debt statement had an account number but no phone number(s)So this new information is even puzzlingI received a notice to collect debt statement but never a phone bill tooIf I had actual numbers then why wasn't a phone bill sent to me?
Sincerely,
*** ***

March 28,
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, 2018, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter
T-Mobile sincerely regrets any concerns that Ms*** has experienced regarding the Equipment Installment Plan (“EIP”) payments that were drafted from her PayPal accountT-Mobile records indicate that Ms*** has the following EIPs:
• June 6, 2016: Apple iPhone 6S 64GB Rose Gold handset with a down payment required in the amount of $and agreed to monthly installments of $
• October 3, 2016: Apple iPhone 6S 64GB Silver handset with no down payment required and agreed to monthly installments of $
• August 7, 2017: Apple iPhone 6S 64GB Space gray handset with no down payment required and agreed to monthly installments of $
T-Mobile records indicate that as of February 15, 2018, the following payments were recorded as payment activity through www.t-mobile.com:
• $towards the remaining EIP of the Apple iPhone 6S 64GB Space gray handset
• $towards the remaining EIP of the Apple iPhone 6S 64GB Rose Gold handset
• $towards the remaining EIP of the Apple iPhone 6S 64GB Silver handset
• $towards billing that was due on February 25,
On February 15, 2018, T-Mobile records indicate that Ms*** contacted T-Mobile to dispute the above referenced EIP payments that were successfully reflected to the T-Mobile accountDuring the conversation, T-Mobile reversed the EIP payments reference aboveRegrettably, due to an inadvertent error, the corresponding refunds were not requested to be returned to Ms***’s PayPal information, as she had requestedPlease be advised that as of March 1, 2018, the bill payment in the amount of $was returned as unpaid
Ms***’s correspondence to your office confirms that she was not successfully charged for this amount as it was returned by her financial institution and she was charged an overdraft fee totaling $per transaction
From March 18, 2018, through March 21, 2018, T-Mobile made several attempts to contact Ms*** to advise our findings and offer refund options for the EIP payments that she was disputingRegrettably, T-Mobile was unsuccessful in reaching Ms*** to provide refund optionsAs such, T-Mobile recommends that Ms*** reach out to me directly at the information found belowAlternatively, Ms*** may reach me through e-mail correspondence at ***@T-Mobile.comT-Mobile regrets any inconvenience to Ms*** and look forward to offering a resolution for her concerns. 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 Ms***’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. **Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext888-
Very truly yours,
T-MOBILE USA, INC
Jhayd *** Executive Response

December 21, 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 December 12, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfactionT-Mobile regrets any concerns that Ms*** may have experienced regarding her billingT-Mobile records confirm that Ms***’s billing cycle runs from the 21st of the month to the 20th of the following month, with payment due on the 13thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipA review of the account confirms that Ms***’s billing statement that was due on September 13, 2016, reflected a balance of $for monthly recurring charges from July 21, 2016, through August 20, 2016, taxes and applicable feesThis bill also consisted of a past due amount of $from the previous cycleAs the account was past due, T-Mobile provided Ms*** with calls, text messages and a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedOur records confirm that Ms*** made multiple payments in the month of September for different amounts to pay off the past due of the previous cycleHowever the balance due September 13, 2016, in the amount of $was not paid in fullT-Mobile records indicate that this is the payment pattern on Ms***’s account resulting in suspension of her services and subsequently restoral feesOn November 7, 2016, and December 12, 2016, Ms***’s account was suspended due to non-paymentNevertheless, as we want to ensure that our customers are provided the best experience possible, on November 25, 2016, T-Mobile removed the restore fees Ms*** was charged for the billing cycle dated October 21, 2016, through November 20, 2016, in the amount of $On December 20, 2016, T-Mobile offered to remove the restore fees pending for billing cycle November 21, 2016, December 20, 2016, in the amount of $Ms*** has agreed to and accepted this offerMs*** has also been educated that the restore fees would no longer be adjusted in the future as she has been credited restore fees in the past not including what was offered in this letterBased 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, INCChris L*** Executive Response

March 14,
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 March 3, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account
T-Mobile regrets Ms***’s concerns with the data feature on her accountAs mentioned in our previous correspondence, Ms***’s rate plan was changed back to the $Simple Choice rate plan effective February 22, It is important to note that mobile number ending in *** previously carried a grandfathered $Simple Choice Unlimited Data feature
Regretfully, due to an inadvertent, when placing the account back on the previous rate plan, the line of service ending *** was placed on the $Simple Choice Unlimited Data feature and not the above mentioned $Simple Choice Unlimited Data feature
Upon review of the account and Ms***’s correspondence, T-Mobile has correctly updated the date feature to reflect the $Simple Choice Unlimited Data feature on the line ending in *** effective March 7, at the begging of the current billing cycleFurthermore, a $credit has been applied for the cost difference in the two featuresTherefore, as of the date of this letter, Ms***’s account reflects a $credit balanceT-Mobile regrets any inconvenience to Ms***
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

September 15, 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 September 10, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experience with her T-Mobile accountOur records indicate on June 30, 2016, Ms*** activated her account with three lines of serviceTwo of the lines of service were ported in from Ms***’s previous carrier and the third line was activated as a new numberMs*** also took advantage of our Equipment Installment Plan (“EIP”) program to purchase two ZObsidian ZTE devices priced at $eachRegrettably, on July 8, 2016, Ms*** cancelled the lines of service ending in *** and *** by porting out her numbers to a different carrier, but left the line of service ending in *** active which caused Ms***’s account to continue to accrue new chargesMs***’s balance of $consists of $for charges incurred from July 2, 2016, to August 1, and $for charges incurred from August 2, 2016, to September 2, Further review shows on September 9, Ms*** requested to have the line of service ending in *** cancelledAs Ms***’s account was cancelled, the balance of $for each of her devices on EIP was accelerated and will be billed to Ms***’s next month’s statementHowever, our records confirmed the devices in question were returned to T-Mobile on July 19, As such, in an effort to resolve Ms***’s concerns, on September 14, 2016, T-Mobile applied a credit of $to bring her account balance to a total of zeroFurthermore, T-Mobile has also applied the credits of $for the two ZObsidian ZTE devices that were returnedT-Mobile will also follow up on Ms***’s account to credit any final charges that may be incurredMs***’s account remains cancelled with a zero balanceBased 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, INCSal O*** 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 accountWe are pleased to report to your office that we have resolved Mr***’s concerns regarding his letter to your office
In Mr***’s letter to your office, he advises that he has been overcharged for his services due to his rate plan not being changed at his request in January In addition, Mr*** has concerns about his non-working handsetT-Mobile records indicate that Mr*** elected to enroll in the Simple Choice Unlimited Talk and Messaging plan at the cost of $monthly for two mobile lines of service ending in *** and *** on September 7, Additionally, Mr*** elected to enroll in the Simple Choice Unlimited 4G LTE Data access for $monthly, for the mobile number ending in *** and the Simple Choice 1GB of 4G LTE data at no additional monthly cost for the mobile number ending in ***
T-Mobile records indicate that on April 22, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note handsetEIP 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 installmentsMr*** was not asked to remit a down payment and agreed to a series of 24-monthly installments in the amount of $With Mr***’s installments, monthly access charges and estimated taxes and fees, his estimated billing statement is expected to be $each month
Upon review of the account activity in January of 2017, there is no documented activity of a rate plan change or inquiry at Mr***’s requestHowever, on April 7, 2017, Mr*** contacted T-Mobile to request the cancellation of the mobile number ending in ***Additionally, Mr*** requested to be placed on the T-Mobile ONE Unlimited Talk, Messaging and 4G LTE data at the cost of $per month for the mobile number ending in ***It is important to note that the rate plan qualifies for a $discount per line of service when the account is enrolled into AutoPayThe cancellation of the mobile number was completed but the rate plan change was not processed
Upon review of Mr***’s concerns for his Samsung Galaxy Note 4, there are no account notations to suggest that troubleshooting was requested for his handset concerns regarding the battery holding a chargeUpon speaking with Mr*** on August 29, 2017, he advised that he purchased a replacement handset through a third-party retailer as his handset would not hold a charge
In an effort to amicably resolve Mr***’s concerns, T-Mobile offered to process the rate plan change for the mobile number ending in *** to the T-Mobile ONE rate planAdditionally, T-Mobile has agreed to provide a credit in the amount of $for the difference in rate plan cost from the Simple Choice rate plan and the T-Mobile ONE rate plan for two lines of service for the months of January through April of Lastly, we offered a credit in the amount of $for the difference in rate plan cost from the Simple Choice rate plan to the T-Mobile ONE rate plan for one line of service for the months of April through August of The account balance after the credit application is a credit of $Lastly, T-Mobile has agreed to pay off the remaining EIP balance of the Samsung Galaxy Note in the amount of $Mr*** has agreed and accepted the credit and rate plan change as a resolution for his concerns as of August 29,
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
Jhayd 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 me
I will clarify, just for other users to seeThere were several attempts to cancel the order prior to 10/3/There were a total of calls on the same issue, where each person had a slightly different reason as to why the order could not be cancelled
The fact that T-Mobile found only record of me calling for that matter shows that T-Mobile has an issue with improper, poor or missing documentationI hope in the future, this will be addressed
Thank you for all of your help
Sincerely, *** ***

Complaint: ***
I am rejecting this response because:I was eligible for the offer and brought in my second and third line on March 4thThe manager forgot to add the third line and therefore the promotional window expiredI do not accept the response because the statement you provided was incorrectHowever, I will note that T-mobile Social Media (Twitter) was able to rectify the situation and get the promotion added on after I filed this complaintYou can resolve this matter. I want to note that T-mobile Customer Service (phone and the store network) have been very hard to deal with and kept giving me the run aroundEven the response that you provided was incorrectIf you look under your notes you will see the store took full responsibility of the mistake and Customer Service still denied the requestHowever, I will say that your social media team is amazing and due to them they retained my business
Sincerely,
*** ***

May 8, 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 26, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr*** regarding his deviceOn October 1, 2015, our records confirm that Mr*** purchased an Apple iPhone 6S PlusBy purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr***’s account this warranty has been extended as he subscribes to the optional Premium Handset ProtectionDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a new to like new 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 According to our records, Mr***’s has completed four Handset Exchanges between March 26, 2017, and April 25, We apologize for the inconveniences this has caused Although T-Mobile has honored the extended Limited Warranty by providing a replacement device, as a courtesy and in an effort to amicably resolve his concerns, on May 8, 2017, T-Mobile has offered to place a new phone order for an iPhone Apple 6S Plus to replace his defective phone, which Mr*** has accepted and considers this matter resolved to his satisfaction 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