T-Mobile Usa Inc

June 12, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 5, 2015, regarding the above-referenced account.   Mobile Device Unlockcodes are provided as a courtesy to our customers for their T-Mobileequipment.  Pursuant to T-Mobile policy, when a device unlock code isrequested for a postpaid account, the following requirements must be met: ·        Any open Equipment Installment Planassociated with the handset must be paid in full;·        The customer has paid an Early MigrationAccess Charge for the Classic Plan line of service and migrated it to a SimpleChoice rate plan;·        Device has been active on the T-Mobilenetwork for 40 days;·        Account in good standing with no pastdue amounts, no suspension, no cancellation or write-off status;·        Continuous device usage for at leastseven (7) days;·        Has not requested an unlock code for thesame line of service in the last 90 days;·        No more than two (2) unlocks per line ofservice in the past 12 months; and·        Device is sold through T-Mobile or aT-Mobile authorized dealer. T-Mobile recordsindicate that on June 5, 2015, Mr. [redacted] contacted Customer Care to request aMobile Device Unlock code; however, T-Mobile was unable to provide the code asthe above outlined requirements were not met.  Please be advised that onJune 9, 2015, as a courtesy to Mr. [redacted], T-Mobile agreed to unlock the deviceand provided the unlock code and instructions to Mr. [redacted] in order for him tosuccessfully unlock his handset. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

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

May 9, 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 April 26, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. T-Mobile records confirm that, on February 15, 2017, Mr. [redacted]’s account was subscribed to the T-Mobile ONE family rate plan which provides unlimited talk, text, and high-speed data for four lines of service starting at $180.00 per month and $25.00 per month per additional line of service including applicable taxes and fees. The monthly cost of all the services described is $205.00 per month including applicable taxes and fees.
Please be advised that customers who are subscribed to the T-Mobile ONE rate plan can receive a $5.00 monthly credit per line by enrolling in AutoPay. 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. Please note that Mr. [redacted] may enroll in AutoPay by contacting Customer Care or online at www.T-Mobile.com. By enrolling in AutoPay, Mr. [redacted]’s monthly cost would be reduced to $180.00 per month including applicable taxes and fees.
Additionally, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his recent efforts to have new users added to his account. Please note that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handset.
Please be advised that, once added to the account by the account holder, authorized users of the account are able to activate lines of service, upgrade equipment, and add or change plans and features. If a person is not listed as an authorized user of the account, then they will not be able to make any changes to an account or attain any information in relation to that account without prior authorization from the account holder. Authorized users may be added to the account, by the account holder, by contacting Customer Care or visiting a T-Mobile store.
In an effort to amicably resolve the matter and as a courtesy to Mr. [redacted], T-Mobile agreed to apply a credit in the amount of $133.00 toward Mr. [redacted]’s account. Pursuant to our conversation, the matter is resolved and Mr. [redacted] has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. 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.
Brandon M[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:Mr. B[redacted]'s  statement that I agreed to make payments of $24.09 is a blatant lie and further offends me.  I was told in the store it would be free. I became aware of it not being free after receiving a text on December 8. The text message clearly contradicts Mr. B[redacted]'s statement that I agreed to pay $24.09. "Your line [redacted] is no longer eligible for a monthly bill credit device promotion 2016 Apple Black Friday Offer. Monthly promotion credits will no longer be applicable. Visit http://bit.l/1qSYDoV for more information.From that point until March 23 refused to do anything. I dedicated countless hours and energy to this issue because of misrepresentations. Again this is not the first issue with a purchase through T-Mobile not being honored with a promotion. Mr. Juan B[redacted] contacted me today and left a voicemail at 12:23. I returned his call at 12:45 which he did not answered and I left a voicemail. He did not try and return the phone call.I am very frustrated by this situation and either want original phone back or the iPhone 7 unlocked because I refuse to keep my business with T-Mobile. I can't deal with a company that in my perspective fraudulent misrepresenting things to attempt to extort money from me. Also there have been more then a few errors on my bill. I feel that if my company tried to pull something like this someone would be going to jail for fraud. I cannot afford to waste anymore time with an unprofessional company such as T-Mobile has shown themselves to be but I again either need my original unlocked phone back or the iPhone 7 unlocked.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, their claim that I agreed to an EIP for the tablet is inaccurate, and this was confirmed by a call I received from their customer service when resolving this complaint.  To be clear: the tablet was supposed to be free and clear of any charges, there was to be NO type of EIP, and apparently many others have had this same issue.  This nonsensical "well, we're right but we're giving it to him because we're so nice" is not a suitable response.Having said that, I accept the resolution and consider the complaint closed.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
We got this matter resolved and hoping we dont incounter any issues.
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:I am not personally satisfied with the voicemail message that was left on my phone. Shortly after  the phone call I left several messages for 3 days with no response back until my final message where I suggested to leave a voicemail with the resoulution! I wish Tmobile had recordings of all my phone calls through out the year, I returned my Note 5 because it would heat up for months my fiance returned his Iphone because phone was dropping calls and had issues for months we both finally got fed up and were under the impression this was a warranty issue after explaining this over the phone.There is no favor waiving 845.00 dollars on my account when I should have never been charged this in the first place. Now Tmobile has written documentation that my bill monthly should be about 209.00 plus an additional 72.00 dollars for and exteneded payment plan since July 2016..for the past year my bank accounts withdrawl show payments to Tmoblie ranging from 450. to 500 that is the real explanation I am trying to recieve from Tmobile! Once again I am extremely confused with Why I am paying so much this stress has really caused me Headaches and I know I let it go for to long but till this day I have a requested a monthly breakdown from Tmobile and yet to recieve one.My Tmobile account is higher than my monthly mortgage so once again waiving something as a courtesy that should never have been charged does not really help maybe charging the correct bill monthly would not put me in this situation of not being able to pay my Bill.  
Sincerely,
[redacted]

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

receipt of your correspondence dated April 24, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to our JUMP! 2 Upgrade program. Our records show that on October 25, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! 2 program for the line ending in [redacted]. Ms. [redacted] upgraded to an iPhone 6s and returned her iPhone 6 in order to receive a credit for the remainder of the Equipment Installment Plan (“EIP”) left on the device, pursuant to T-Mobile’s JUMP! 2 guidelines. On November 6, 2015, T-Mobile received Ms. [redacted]’s iPhone 6 handset and deemed the handset inoperable; as a result, Ms. [redacted]’s EIP for this handset continued to be billed monthly. In an effort to amicably resolve this matter, on April 19, 2016, T-Mobile spoke with Ms. [redacted] and offered a bill credit in the amount of $108.39, and to remove the remaining EIP on her iPhone 6 handset. Ms. [redacted] accepted this offer as a resolution to her concerns. Ms. [redacted]’s newly revised balance with a due date of April 27, 2016, is $123.88. 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. Cesar R[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.  However, I shall add that the service agreement I signed up on DID NOT REQUIRE a phone trade-in to be eligible for the JOD promotion.  Two phone lines were ported from a different carrier. The JUMP lease agreement I have has the conditions highlighted and handwritten for the monthly credit and monthly amount due.  Much appreciation is given to TMobile for honoring the JOD promotion offered as agreed upon.Sincerely, [redacted]

November 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 November 10, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have experienced in regards to promotional offers, account security, and the cancellation of her account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during any of Ms. [redacted]’s contacts with Customer Care or our retail locations.
Please be advised that from August 18, 2017, through September 28, 2017, our 2017 LG Q3 BOGO offer allowed eligible customers who purchase a new LG G6 or LG V20 handset utilizing our Equipment Installment Plan (“EIP”) to get a rebate of up to $500.00 when purchasing a second LG G6 or LG V20 handset on EIP. Customers wishing to participate in this offer were required to subscribe to an eligible rate plan and purchase their devices within the promotional period.
Additionally, from August 25, 2017, through September 30, 2017, T-Mobile offered our Q3 ZTE Quartz 75% Off promotion. The Q3 ZTE Quartz 75% Off promotion allowed eligible customers a ZTE Quartz smartwatch at the cost of $48.00 after monthly promotional EIP bill credits. Customers wishing to participate in this offer were required to pay any applicable down payment and taxes at the time of purchase, and to subscribe to an eligible rate plan. It is important to note that customers who cancel service will no longer receive any applicable promotional credits and that T-Mobile does not reimburse sales taxes for either of the aforementioned promotions.
On September 29, 2017, Ms. [redacted] activated the voice lines ending in 4264 and 0695 on our T-Mobile ONE rate plan, and a wearable line ending in 1780 on our T-Mobile ONE Wearable rate plan. As our 2017 LG Q3 BOGO offer ended on September 28, 2017, and Ms. [redacted] activated her mobile numbers outside of the promotional window, it is T-Mobile’s position that Ms. [redacted] is not eligible for the offer.
On September 30, 2017, Ms. [redacted] purchased a ZTE Quartz smartwatch utilizing EIP. At that time, Ms. [redacted] was required to pay a down payment in the amount of $144.00 plus tax, as well as shipping in the amount of $6.99 plus tax, and 24 monthly installments of $2.00 were agreed to. Please note that customers are provided a 14 day return period when purchasing T-Mobile equipment to allow them to use the equipment to see if meets their needs. If not it may be returned to the original point of sale.
As Ms. [redacted] met the promotional requirements for our Q3 ZTE Quartz 75% Off promotion, she began receiving 24 monthly credits in the amount of $6.00 per month to fulfill the promotion.
T-Mobile records confirm that Ms. [redacted] contacted Customer Care on October 17, 2017 to express concerns with the total cost of the down payment and taxes that she paid for the ZTE Quartz smartwatch. Upon reviewing Ms. [redacted]’s ZTE Quartz order, T-Mobile advised of the purchase of the ZTE Quartz smartwatch. At that time, Ms. [redacted] indicated that she would be returning her ZTE Quartz smartwatch and she requested cancellation of her entire account. Pursuant to Ms. [redacted]’s request, T-Mobile scheduled the cancellation of Ms. [redacted]’s account for November 1, 2017, which was the end of her current billing cycle.
Upon further review, T-Mobile found that on November 3, 2017, Ms. [redacted] contacted T-Mobile Customer Care and requested the reactivation on her mobile numbers ending in 4264 and 0695. Further, on November 21, 2017, Ms. [redacted] again contacted customer care and reactivated her wearable line ending in 2164; accordingly, the EIP for the ZTE Quartz was reinstated as well.
In regards to Ms. [redacted]’s account security concerns it should be noted that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handset. In the event that a customer believes that their personal information or account information has been compromised, T-Mobile recommends that they contact Customer Care to update their account password as soon as possible to ensure their security. Upon review of the account, T-Mobile found no indication that unauthorized account access has occurred. Furthermore, T-Mobile records confirm that Ms. [redacted] currently has a security password on her T-Mobile account.
Upon contacting Ms. [redacted] on November 16, 2017, T-Mobile offered to apply a one-time courtesy credit in the amount of $100.00 in an effort to amicably resolve her concerns. Ms. [redacted] may contact me by December 16, 2017, to accept this offer. At this time Ms. [redacted]’s account remains active. 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.
Anthony M[redacted]
Executive Response

November 18, 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 November 10, 2016, regarding the above-referenced account. 
 
T-Mobile is very sorry to hear of Mr. [redacted]’s concerns with the trade-in he completed for his iPhone 6s with 16B of memory device and the status of his trade-in credit. 
 
Upon review of Mr. [redacted]’s concern, we can confirm that he traded-in his device in order to take advantage of the iPhone 7 Trade-Up promo. Starting September 9, 2016 for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) could get a new iPhone 7 for free (via bill credits, up to $649.99) when purchased with our Equipment Installment Plan (“EIP”) program. Starting September 15, 2016, in order to be eligible for the offer customers must sign up for T-Mobile ONE and can unleash the full power of iPhone 7 on the network built for unlimited data.
 
T-Mobile records confirm that on September 18, 2016, Mr. [redacted] purchased an iPhone 7 with 32GB of data device with a retail price of $649.99 plus taxes.  Ms. [redacted] was not required to remit a down payment and agreed to 27 monthly installments in the amount of $27.09.  Records further confirm that Mr. [redacted] traded- in an iPhone 6s with 16GB of memory device with serial number 353260073408018 in order to take advantage of the iPhone 7 trade up offer mentioned above.  Mr. [redacted] trade-in was eligible to receive a onetime trade-in bill credit in the amount of $265.00 and 24 monthly EIP credits in the amount of $16.04 for a total of $384.99 in EIP monthly bill credits and a great total of $649.99.
 
Unfortunately, upon receipt of Mr. [redacted]’s trade-in an iPhone 6s with 16GB of memory device with serial number [redacted] the device was found to have the Find My iPhone (FmiP) feature enable.  The find My iPhone Activation Lock is an iOS feature that secures customers device against anyone else trying to use or sell their lost iOS device.  It is important to note that T-Mobile is unable to disabled this feature and it is up to the customer to unlock the device prior to processing the device trade-in.  Our records confirm that T-Mobile extended an exception to Mr. [redacted] to disable the FmiP activation lock by November 2, 2016.  Please note that on November 2, 2016, T-Mobile reevaluated the device and found that the FmiP remained locked. 
Nevertheless, as a courtesy, and in an effort to amicably resolve this matter, T-Mobile offers to provide Mr. [redacted] with a onetime bill credit in the amount of $384.99 equivalent to monthly iPhone 7 bill credits mentioned above.  This credit can be used towards Mr. [redacted]’s monthly service charges, or as a payment towards his iPhone 7 with 32GB of data device.  If Ms. [redacted] wishes to accept T-Mobile’s offer as full resolution to his concerns, he may contact me directly at the number listed below within 14 days of this letter.  T-Mobile regrets any inconvenience to Mr. [redacted].
 
Based on this information, it is T-Mobile’s position that Ms. [redacted] is not eligible for the iPhone 7 trade up offer.      
 
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.
 
Maggie R[redacted]
Executive Response

June 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 25, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her equipment. T-Mobile records reflect that Ms. [redacted] purchased an LG G4 handset on February 17, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her LG G4 via T-Mobile’s Handset Exchange Program. Alternatively, Ms. [redacted] can replace her LG G4 through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Currently, Ms. [redacted] is eligible to receive the same model device as replacement through our Handset Exchange Program. In an effort to amicably resolve this issue, T-Mobile has mailed Ms. [redacted] an iPhone 6 16GB to replace her LG G4 at no cost. Included in the box is a return label for Ms. [redacted] to send the non-working LG G4 back to our office. Ms. [redacted] must return the non-working LG G4 with the included mailing label within 30 days of receiving the iPhone 6. If the LG G4 is not received within 30 days, Ms. [redacted]’s account will be assessed a $400.00 non-return fee. Finally, Ms. [redacted] must return her LG G4 in good condition, without physical or liquid damage. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

September 29, 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 September 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.  T-Mobile has resolved Ms. [redacted]’s concerns to her satisfaction.   We regret any inconveniences Ms. [redacted] may have experienced in regards to our recent iPhone Trade In promotion for her Apple iPhone 5S handset.  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.   Please be advised that starting on September 15, 2017, new and existing customers can get $300 off the purchase of an Apple iPhone 7, 7 Plus, 8, or 8 Plus handset via 24 monthly bill credits when they purchase the device on an Equipment Installment Plan (“EIP”).  They will need to trade in a functional, paid off, eligible Apple iPhone device.  Please note that the eligible Apple iPhone handsets to trade in are Appel iPhone 6 or newer models.  Regrettably, Apple iPhone 5S handsets are not eligible.   T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 7 32GB handset with EIP on September 16, 2017, and wished to trade in her Apple iPhone 5S handset.  In order to amicably resolve Ms. [redacted]’s concerns, T-Mobile will accept the return of the iPhone 5S to our offices.  Once the device is received and we confirm that it is in good working condition, we will manually apply a $300.00 credit towards the Apple iPhone 7 32GB handset EIP.   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 Tell us why here...

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.
After Countless months and weeks of back and forth finally Shannon, from the executive office of the president fixed my issue promptly and courteously. Sincerely, [redacted]

July 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 22, 2016, regarding the above-referenced account. We regret any concerns that Ms. [redacted] has experienced regarding her T-Mobile account. Our records confirm that on February 17, 2016, Ms. [redacted] activated her T-Mobile account with three lines of service, and purchased three handsets on an Equipment Installment Plan (“EIP”). At the time of Ms. [redacted]’ purchase of new service and equipment, T-Mobile provided a 20- day return period which allowed Ms. [redacted] to use the service and 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 note that customers remain responsible for prorated service charges based on the days of active service. Our records confirm that Ms. [redacted] first contacted T-Mobile Customer Care on February 17, 2016, to report network concerns. Our records confirm that Ms. [redacted] was advised that she lives in a poor T-Mobile coverage area, and the signal was not strong enough to receive any benefit from a Signal Booster device. Please note that T-Mobile suggested that Ms. [redacted] mail her equipment back to T-Mobile and cancel her account during the allotted return period. Please note that we next heard from Ms. [redacted] on March 18, 2016, when she contacted T-Mobile to cancel her account and report that the handsets had been shipped back to T-Mobile. On March 21, 2016, T-Mobile confirmed receipt of Ms. [redacted]’ equipment and removed the EIPs from Ms. [redacted]’ account. Please be advised that the outstanding balance owed for Ms. [redacted]’ account is $76.12, for service charges from February 17, 2016, through March 18, 2016. It is important to note that on June 11, 2016, when the balance remained unpaid, the account was referred to third-party collections. However, upon review of the account and Ms. [redacted]’ correspondence, T-Mobile has issued a credit of $76.12 to the account, bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience to Ms. [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. Kayla J[redacted] Executive Response

October 19, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Sonia [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 13, 2015 regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] concerns to her satisfaction. T-Mobile recognizes that seeing unexpected charges on a billing statement can be concerning, and we regret any inconveniences Ms. [redacted] may have encountered. Upon a very thorough review of Ms. [redacted] account, T-Mobile has confirmed the charges were generated when the rate plan on her mobile internet number ending in [redacted] was changed. On June 28, 2015 the rate plan for this line was upgraded from an On Demand Only plan, which incurs no cost, to our MatchPhoneData Up to 5GB rate plan for $10.00. The MatchPhoneData plan provides customers with an amount of data on their mobile internet line that is equivalent to what they have on their voice line up to 5GB. While T-Mobile’s Terms and Conditions do state that customers are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges, T-Mobile has decided to make an exception in this case. In an effort to amicably resolve this matter, T-Mobile has issued additional credits totaling $17.00 to offset the remaining two months of charges for the mobile internet rate plan change. Currently Ms. [redacted] account reflects a revised balance of $120.29 which is due on October 20, 2015. T-Mobile has also changed the rate plan for the mobile internet line back to the On Demand Only plan. Additionally, in order to help Ms. [redacted] avoid unauthorized changes to her account, T-Mobile has assisted her in adding a password which must be verified each time she contacts T-Mobile Customer Care prior to her being granted access to her account. 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. Liana G[redacted] Executive Response

June 19, 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 5, 2017, regarding the above-referenced account.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving his concerns. The Equipment Installment Plan (“EIP”) with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the account balance.
It is important to note that only one handset may be turned in per requested upgrade and that the trade-in value for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handset. Although the retail representative can provide information as to the amount of the potential credit, that information may not be the final determination. Once the trade-in has been agreed to, if the store has the new handset in stock, the upgrade may be completed in the store. However, if the store is not a participating trade-in retailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicated. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s current account balance within two to three billing cycles.
T-Mobile records confirm that as of October 1, 2016, Mr. [redacted] has been subscribed to the T-Mobile ONE, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month. T-Mobile records indicate that on October 8, 2016, Mr. [redacted] was provided the option to trade in two iPhone 6 handsets for a $150.00 trade-in credit for each handset. Unfortunately, the equipment arrived to the incorrect warehouse and for that reason Mr. [redacted] was not provided the equipment trade in credits within the first two to three billing cycles. In order to amicably resolve Mr. [redacted]’s concern T-Mobile has offered to issue two $150.00 credits to Mr. [redacted]’s T-Mobile account. In a conversation with Mr. [redacted] on June 8, 2017, he has agreed to the account credit which has brought the account balance from zero to a credit balance of $300.00.
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.
Thania R[redacted] Executive Response

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

in receipt of your correspondence dated September 1, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account and recent equipment purchase. Our records confirm that Ms. [redacted] activated her account on September 5, 2014, and currently has five active lines of service. On July 23, 2016, Ms. [redacted] used our Equipment Installment Plan (“Equipment Installment Plan”) program to purchase four Samsung Galaxy J7 handsets. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $10.00 per handset, billed to her monthly billing statement with her regular monthly access charges. At the time of Ms. [redacted]’s purchase, T-Mobile offered a promotion which allowed Ms. [redacted] to receive one of several devices, including the Samsung Galaxy J7, at no cost, after a monthly credit. It is important to note that this promotion required Ms. [redacted] change her rate plan to a qualified plan. Regrettably, our records confirm that Ms. [redacted] did not change her rate plan to a qualified plan. As such, Ms. [redacted] was not eligible for the promotional offer. However, in an effort to amicably resolve Ms. [redacted]’s concerns, on September 7, 2016, T-Mobile closed the EIPs for each of the Samsung Galaxy J7 handsets purchased on July 23, 2016. As such, Ms. [redacted] will no longer be billed for the handsets on her monthly billing statement. Additionally, a credit in the amount of $80.00 was issued to her account for the billed handset installments. Ms. [redacted]’s account remains active, with a credit balance of $80.00. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

June 29, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 23, 2015, regarding the above-referenced account.  Please be advised that T-Mobilerecords indicate the account holder of record is [redacted], and that shehas designated [redacted] as an authorized user of the account. T-Mobile is happy to report we have resolvedthis matter to Ms. [redacted]’ satisfaction.   Upon review of Ms. [redacted]’ monthlyrecurring charges, records indicate that since her account was activated onJuly 1, 2014, Ms. [redacted] has subscribed to the $80.00 Simple Choice Value Family Unlimited Talk & Text rate plan.  In addition to her rate plan, Ms. [redacted] issigned up for the $10.00 JUMP! feature for the mobile numbers ending in [redacted]and [redacted]. Furthermore, the line ending in [redacted] is considered her third line andis being charged the $10.00 add a line fee. Lastly, Ms. [redacted] is paying $61.05 for monthly Equipment InstallmentPlan (EIP) charges.  In total, Ms. [redacted]is paying $171.05 for her monthly recurring charges plus applicable taxes andfees.  Please note, T-Mobile hasconfirmed Ms. [redacted] is being billed correctly in accordance with her serviceagreement upon original activation. Additionally, Ms. [redacted] may contact me at the number listed below shouldshe still require a copy of her service agreement. In Ms. [redacted]’ letter to youroffice, she indicates that she is not able to use service with her handset inor around her home.  We regret anycoverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in allareas.  There are several factors, suchas: network changes, traffic volume, service outages, technical limitations,signal strength, equipment, terrain, structures, foliage, weather, and otherconditions that may interfere with actual service, quality, and availability.  T-Mobile’s engineering team has investigatedMs. [redacted]’ concerns and they have determined that she is in an impairedcoverage area and coverage issues are to be expected at her school campus.  In an effort to resolve this matter, Ms. [redacted] may returnher devices in like-new condition and T-Mobile agrees to remove the remainingEIP balance on the account so that Ms. [redacted] may search for a carrier that betterfits her needs.  The handsets can be mailed to me at the followingaddress:   T-Mobile USA, Inc.Attn: Zachary [redacted]c/o ExecutiveResponseP.O. Box [redacted]Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] request a tracking numberwhen shipping as T-Mobile is not responsible for equipment being returned backto T-Mobile.  We ask that Ms. [redacted] please include the handsets,batteries, chargers, and her account information to insure proper creditwithin the box.  Please be advised if the full kit is not returned such asthe charger a $40.00 restocking fee will be deducted from the credit offeredabove.  If the handsets have sustained either physical or liquid damagethat would void the Limited Warranty the handsets will be returned to Ms. [redacted]and the EIP balance will then be considered valid.  It is important tonote that Ms. [redacted] must have the equipment post marked for return no laterthan July 26, 2015.  Should Ms. [redacted] fail to meet this date the offershall be considered void and charges will be considered valid. Upon speakingwith Ms. [redacted] she accepted this offer as resolution to her concern. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Zachary [redacted]Executive Response