T-Mobile Usa Inc

July 24,
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 10, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
We regret any concerns Mr*** has regarding his final T-Mobile billing statementMr*** activated service on October 24, 2014, and subscribed to the Simple Choice Value Unlimited Talk, Text, and Data $monthly rate planIn addition, Mr*** subscribed to the optional Simple Choice 6GB Data & Smartphone mobile hotspot $monthly for a total monthly recurring charges (“MRC”) of $
T-Mobile records confirm on December 9, 2015, Mr*** took advantage of our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6s Plus 16GB Gold handsetAt the time of lease Mr*** was not required to remit a capital cost reduction payment and agreed to pay monthly installments of $for 18-months
T-Mobile has reviewed the account and confirmed that the mobile number ending in *** was transferred to another service provider on May 19, The arrangement to transfer the line of service was made directly with Mr***’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Mr***’s new wireless service provider took control of itAccordingly, Mr***’s T-Mobile account was canceled with completion of the mobile number port out
T-Mobile records confirm on May 25, 2017, Mr*** remitted a payment in the amount of $300.13, leaving a credit balance of $As such, on June 19, 2017, Mr***’s final T-Mobile billing statement reflected an amount due of $The amount consisted of prorated MRC, final JOD charges, taxes and feesIn review of Mr***’s T-Mobile account on July 9, 2017, a one-time payment was remitted in the amount of $10.09, leaving a zero balance
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould 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

Complaint: ***
I am rejecting this response because: tried to use a telmex sim card and it did not work
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: I did NOT purchase TWO handsets on 5/14/This information is not correctI purchased one handset on 5/14/in the Tmobile store in which I am filing a complaint for and another handset was purchased with Tmobile customer service over the phone after they advised me to return the first phone to the Tmobile store and order one over the phone with them. Sincerely,*** ***

Tell us why here
October 9,
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 October 4, 2017, regarding the above-referenced account
T-Mobile regrets that Ms*** was unable to reach our office, and we are pleased to report that we spoke with her regarding this matter on October 5, 2017, and resolved her concerns to her satisfaction
Please be advised that the card ending in that was used on September 8, 2017, for the disputed payment of $255.34, was processed as a debit card transactionFor debit card transactions, refunds are processed in a form of a pre-paid MasterCard and may take up to business days for delivery once approvedSince a debit card was used for the disputed payment, T-Mobile was unable to issue an electronic refund back to the same debit cardHowever, on September 19, 2017, an electronic refund in the amount of $was issued to Ms***’s credit card ending in The amount of $was the credit balance on the account at the time the credit card refund was issued, which is why this was the amount that was refundedOn September 19, 2017, a credit in the amount of $was then issued to Ms***’s T-Mobile account
When T-Mobile spoke with Ms*** on October 5, 2017, at her request, T-Mobile removed the credit in the amount of $from the account and we electronically refunded this amount to her credit card ending in As of October 9, 2017, Ms***’s account reflects a balance due in the amount of $64.28, which is due by October 12, T-Mobile appreciates Ms***’s business and we regret any inconvenience 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
Ally Y*** Executive Response

Complaint: ***I am rejecting this response because: no information on where to send the phone was given no paid shipping label receivedAlso when attempting was made to return handset I was advised I would receive a new phone not someone's problemReason given these phones are new....Sincerely,*** ***

November 10, 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 November 2, 2016, regarding the above-referenced accountT-Mobile regrets that Ms*** has concerns regarding her handsets that were traded in to get an Apple iPhone Plus 256GB handset upgrades on Equipment Installment Plans (“EIP”)In an effort to resolve this matter amicably, T-Mobile confirms that the previous EIP balances have all been canceledIn addition, a payment of $has been adjusted for the EIP associated with the mobile number ending in ***This payment was to manually complete an Apple iPhone Trapromotion that was not receiving monthly bill creditsThis EIP has a remaining balance of $The account currently reflects a balance of $which includes monthly recurring charges and applicable taxes due from the October 26, 2016, billing statementBased 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, INCPancho Q*** Executive Response

May 22,
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 May 13, 2017, regarding the above-referenced account
T-Mobile regrets that we were unable to resolve Ms***’ concerns with our previous response to your officeHowever, it is very important to clarify that Ms*** is no longer enrolled in a Purchase Option Installment Plan for her two Apple iPhone and Plus handsets, as T-Mobile issued a credit totaling $to pay off the remaining balances owed for the two handsetsPlease note that Ms*** does not currently have any equipment financed on her account
As Ms*** indicates that her balance is more than expected, T-Mobile took the opportunity to review Ms***’ selected rate plan and featuresOur records indicate that Ms*** is subscribed to our promotional “Simple Choice North America 10GB” rate plan, which includes unlimited talk, text and 10GB of data per line for $per month, not including taxes and feesIn addition, Ms*** has opted add our optional JUMP! Premium Handset Protection feature for $per line per monthIn total, Ms*** is estimated to pay around $per month, including estimated taxes and fees
A review of Ms***’ most recent billing statement, dated May 19, 2017, confirms that it does reflect all credits promised, including the $for the two Purchase Option Price’s assessed for the leased iPhone and Plus handsetsPlease note that this billing statement is in the amount of $144.69, for services during the dates of May 19, to June 18, 2017, which is due by June 11,
It is very important to note that Ms***’ billing statement includes a $Payment Support Fee, which Ms*** was advised would be assessed at the time Ms*** opted to make a payment with our Customer Care Team on May 14, Please note that T-Mobile offers customers many free ways to pay their bills, including online, in-store, through the Automated IVR system, and within the T-Mobile applicationIn addition, this billing statement includes a Late Payment Fee, in the amount of $4.27, which was assessed due to the fact that Ms***’ account balance was paid 10+ days outside of the due dateAlthough T-Mobile regrets any concerns with the balance owed, a thorough review of Ms***’ account confirms that Ms*** is being accurately billed for her selected rate plan and features, and we would respectfully decline any further compensation with regard to 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
Kayla J***
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 11, 2016, regarding the above-referenced accountT-Mobile understands the importance of upholding promises made to customers and takes such cases very seriouslyT-Mobile regrets any inconvenience Ms*** may have experienced in regards to her concernsUpon a careful review of Ms***’ account, T-Mobile has confirmed that, from September 8, through September 13, 2016, credits totaling $have been applied to her accountIt is T-Mobile’s position that this amount both meets and exceeds the promise made to Ms*** and no further account credits are owedAs of the date of this letter, Ms***’ account reflects a credit balance of $which will be applied to her upcoming billing statementBased 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, INCLiana G*** Executive Response

April 11, 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 March 29, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms*** regarding her tablet exchange and account billingPlease 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***’s recent contact with our Customer Care T-Mobile records indicate that on February 22, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Note handsets and a Samsung Tab S tablet. EIP is a payment option that allows eligible customers to purchase devices by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments. Accordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ Ms*** is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text, and Data rate plan to include four lines of service for $plus applicable taxes per monthAdditionally, the mobile numbers ending in in *** and *** are subscribed to T-Mobile’s JUMP! feature for $each per month plus applicable taxes It is important to note that T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. If Ms*** found that the service or device was not acceptable, Ms*** would have been able to return her device for a refund, less any restocking fee. If Ms*** continues to experience issues with her Samsung Tab S tablet, she may contact Customer Care at 1-800-937-in order to troubleshoot and help come to a resolution. As Ms*** is beyond the return period for her account, T-Mobile respectfully declines to allow Ms*** to return the Samsung Tab S tablet to be removed from her account T-Mobile records indicate that a device exchange was processed for Ms***’s Samsung Tab S tablet on July 27, Please note that when a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbished. T-Mobile has no record to support Ms***’s claims that he was ever advised that he would receive a new tablet as a replacement through T-Mobile's Limited Warranty program, nor does T-Mobile make any such guarantee T-Mobile records confirm that on January 24, 2017, the two Samsung Note handsets on EIP were paid off early leaving the account to continue to be billed only for the Samsung Tab S tablet for $per month Ms***’s most recent billing statement was generated in the amount of $for monthly service charges from March 23, through April 22, 2017, a payment arrangement convenience fee, a late fee, EIP charges, and international usage charges plus applicable taxes T-Mobile has reviewed Ms***’s account and confirmed that she incurred international toll charges when international calls were made while her handset was utilizing service on her UMA (unlicensed mobile access) enabled handset. It is important to note that T-Mobile does not offer free international dialing, nor have we advised that if international calls were placed from a handset while using a connection that the international toll calls will be free. Calls that are initiated via UMA are subject to our international calling/roaming rates. As a courtesy, and in an effort to amicably resolve this matter, T-Mobile applied a credit to Ms***’s account in the amount of $for the international calls that were made utilizing service while roaming internationally bringing the account balance to $that is due on April 15, Additionally, T-Mobile will follow up on Ms***’s next billing statement to apply a credit for the international calls that were made utilizing service while roaming internationallyT-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 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 R*** Executive Response

April 3, 2017November 17,
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 23, 2017, regarding the above-referenced account
T-Mobile regrets that Mr*** is dissatisfied with our previous responseHowever, upon speaking to Mr*** on April 1, 2017, we are pleased to report that we have resolved his concerns to his satisfaction
As indicated in our March 23, response to your office, following the credits in the amount of $that were issued, Mr***’s account remained active, with a balance of $This balance included past-due monthly access charges, restore from suspension fees, monthly EIP, and applicable taxes
In an effort to amicably resolve Mr***’s concerns, on April 1, 2017, T-Mobile issued a credit to his account in the amount of $for the restore from suspension fees and taxes billed to his February 8, billing statementMr***’s account remains active, with a balance of $Please note that payment for this balance was due March 28, T-Mobile recommends that Mr*** contact Customer Care at 800-937-or visits http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruptionT-Mobile regrets any inconvenience Mr*** may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P***
Executive Response

March 9, 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 February 24, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** experienced in regards to the Carrier Freedom Reimbursement offerAs Mr*** is aware, T-Mobile will now reimburse consumers’ early termination fees and equipment chargesUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to ten lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)In order to qualify for the reimbursement of early 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 (2) months of activationTo be eligible for reimbursement, the T-Mobile account must be in good standingAs 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 activityT-Mobile records confirm that at the time of activation, Ms*** did not traher previous carrier’s handsetsTherefore, Ms*** was not eligible for the reimbursement of her equipment chargesNevertheless, in an effort to amicably resolve the matter, T-Mobile allowed Ms*** to resubmit her documentation to the Executive OfficeOnce received, T-Mobile determined that Ms*** had been charged $1,for her equipment and $for the early termination fee with her previous providerOn February 29, 2016, as a courtesy to Ms***, T-Mobile issued a prepaid refund card in the amount of $1,857.88, to Ms***’s billing address on fileMs*** may expect receipt of the card within seven to ten business days from the date of processingMs*** has accepted this as a resolution to her concernsBased 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, INCDiana J*** Executive Response

May 24, 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 May 15, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr***’s concerns to his satisfactionWe are sorry to hear that Mr***’s phone was stolen and received an unexpected billing statementOur records confirm that Mr*** contacted T-Mobile on November 7, 2015, to report his phone stolenAs such Mr***’s mobile number ending *** was suspendedIt is important to note that when a customer’s line is suspend for lost or stolen reasons the service is disabled to only allow calls to T-Mobile Customer Service or While the line of service is inoperable the monthly recurring charges will continue to be billed in its entiretyWe apologize for any misunderstanding regarding the continued billingAlthough, it is T-Mobile’s position that we billed Mr*** accordingly for the monthly charges, as a courtesy, and in an effort to amicably resolve Mr***’s concerns we have removed the monthly recurring charges in full for a total amount of $After the adjustment, it leaves Mr***s account closed with a zero balanceAdditionally, 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 regarding this debtPlease note that it may take up to days for Mr***’s credit report to reflect the changeBased 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, INCChristina S*** Executive Response

August 18, 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 15, 2016, regarding the above-referenced accountWe regret Mr***’s concerns with a non-return feeOn June 16, 2016, replacement equipment was ordered for Mr***’s non-working equipment, and it was shipped to him on June 17, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such; Mr*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Mr*** at the time the exchange was processedOur records do not indicate that we have received the non-working equipmentAs such, the non-return fee of $assessed on August 4, remains validNevertheless, in an effort to amicably resolve Mr***’s concerns, T-Mobile offered a credit for the non-return fee totaling $This credit returns Mr***’s account balance to a valid and owed amount of $for his recurring service chargesMr*** accepted this offer as resolutionT-Mobile regrets any inconvenience to Mr***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, INCKimo C*** 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 meThank you for helping with this matter.Sincerely, *** ***

March 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 March 10, regarding the above-referenced accountWe are glad to inform you that we have resolved all of Ms***’s concerns to her satisfactionT-Mobile regrets any inconvenience these matters may have causedT-Mobile records confirm that Ms*** is using an LG deviceOn March 3, 2016, Ms*** completed a warranty exchange and her account was charged a $service warranty processing fee which was credited on March 5, Furthermore, T-Mobile records indicate that on March 9, 2016, Ms*** was provided with a new LG device to replace her defective device at no additional costAdditionally, Ms*** was provided with a new Samsung Galaxy Core Prime at no cost and a bill credit in the amount of $as a one-time courtesyMs*** confirmed that she has received the Samsung Galaxy Core Prime device on March 11, and it is currently being used on the number ending in ***It is important to note that T-Mobile no longer offers subsidized or discounted handsetsCustomers may bring their own compatible device to T-Mobile or purchase handsets at full retail priceQualified customers may use the Equipment Installment Plan (“EIP”) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of months through a series of installments added to the monthly billing statementAs such, the credits provided to Ms*** were done as a courtesyUpon speaking with Ms***, she indicated that she had been experiencing audio issues with her LG device; however this has improved after updating her System Identifying Module or SIM cardAdditionally T-Mobile applied a credit in the amount of $which is equal to two months of monthly recurring chargesMs*** has accepted this credit as a resolution to her concernsBased 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

June 1,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated May 23, 2017, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessful
T-Mobile regrets any concerns Mr*** may have experienced regarding his accountRegrettably, with the information provided in Mr***’ correspondence, we are unable to locate his account, and are therefore unable to investigate the concerns presentedHowever, T-Mobile would like the opportunity to speak with Mr*** and work toward an amicable resolutionWe request that Mr*** contact me directly at the number below to discuss this matterT-Mobile regrets any inconvenience Mr*** may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P*** Executive Response

May 23, 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 May 10, 2017, regarding the above-referenced account. Please be advised that T-Mobile attempted to contact Ms*** although our attempts have been unsuccessful. At this time, we will respond to both you and Ms*** with this letter and we hope to address all of her concerns T-Mobile regrets that Ms*** has concerns with our LG G Pad X On Us offer, with our Customer Care and with her recent handset purchase. T-Mobile records indicate that our Customer Care teams attempted to reach Ms*** as a follcall on April 17, 2017; although we were unable to speak with her as she was not available when we called. We apologize if any other T-Mobile employee failed to follwith Ms*** as promised Please be advised that Ms*** did not receive the rebate for the LG G Pad X On Us offer as our records do not indicate that we received a rebate submission for the offer. Nevertheless, as a gesture of goodwill, on May 15, 2017, T-Mobile issued a $account credit to Ms***’ account for the amount of the rebate for the LG G Pad X purchase. From March 24, through March 31, 2017, customers were able to receive an LG G Pad X free (after rebate) when it was purchased with our Equipment Installment Plan (“EIP”) with a GB, or higher, Mobile Internet (“MI”) plan. On March 30, 2017, Ms*** purchased an LG G Pad X with our EIP option. Ms*** was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $10.00. In order for customers to receive a $pre-paid MasterCard for the cost of the LG G Pad X, they needed to submit their rebate request online at www.T-Mobile.com/promotions, using promo code “17LGXONUS”; this needed to be submitted within 30-days of purchase. T-Mobile records do not indicate that we received Ms*** rebate request, which is why she did not receive a rebate for the offer. However; the amount of the rebate was issued as an account credit to Ms***’ account on May 15, as a courtesy. Please be advised that Ms*** will continue to be billed the remaining EIP balance over monthly installment of $10.00, the EIP has installments remaining On March 30, 2017, Ms*** also activated a MI line of service that is subscribed to our T-Mobile ONE Tablet MI plan for $per month. Since Ms***’ account has a minimum of one voice line of service (the account has five voice lines), she receives a $monthly credit toward the MI rate plan, which leaves the monthly cost for service for the MI line ending in at $per month Ms***’ billing statement dated April 9, reflected a total balance due in the amount of $735.63, which includes a past due balance in the amount of $for previously billed services that were due immediately, and new charges in the amount of $that were due by May 2, 2017. The new charges included a $late fee, the monthly access charges for all five voice lines of service, EIP monthly charges for the LG G Pad X, a Samsung J7 handset, an LG Khandset, an Apple iPhone 6S Plus GB handset, a Samsung Galaxy Shandset, accessory purchases, optional insurance features, and there was a $pro-rated monthly charge for the MI line of service ending in for services not previously billed from March 30, through April 9, 2017, and $75.00, plus a $credit for the MI discount, for charges billed in advance for service from April 10, through May 9, 2017; a call usage charge of $for a call to directory assistance and taxes. Please be advised that there was not charge totaling $on Ms*** bill for the MI line of service, the “other charges” include taxes, optional insurance features, the late fee and the call to directory assistance. We regret if the billing statement caused any confusion On April 21, 2017, Ms*** purchased a ZTE MAX Pro handset with our EIP option. Ms*** was asked to make a down-payment in the amount of $and she agreed to pay 24-monthly installments in the amount of $6.00. As of the time of Ms***’ handset purchase, T-Mobile provided a 14-day return period which allowed her 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. Ms***’ return period was good through May 4, 2017. T-Mobile records do not indicate that Ms*** reported concerns with the new handset, or that it was returned, during the return period By purchasing T-Mobile equipment, Ms*** a one-year limited warranty provided by the manufacturer of her device. During the limited warranty period, Ms*** is eligible to receive an advanced replacement of her handset via T-Mobile’s Handset Exchange Program, or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. On May 10, 2017, Ms***’ participated in our Handset Exchange Program and a replacement ZTE MAX Pro handset was delivered to a retail location on May 12, 2017; Ms*** picked up the handset on May 17, and the replacement handset has been in use on the mobile number ending in since the date of pick-up. If Ms*** is not satisfied with the ZTE MAX Pro handset, even though she is no longer within the return period, she may contact me via email at [email protected] or on my number below and T-Mobile will give Ms*** another 14-day return period that begins today. Please be advised that Ms*** will need to return the handset our Executive Response office, in good condition, in order for the EIP to be closed. As a courtesy, on May 22, 2017, T-Mobile issued credits to Ms***’ account in the amount of $due to concerns she expressed with her handset. As of May 23, 2017, Ms***’ account reflects a balance in the amount of $and payment is due by June 2, 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 Ally Y*** Executive Response

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

September 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 September 13, 2015, regarding the above-referenced accountWe regret that Mr*** is not satisfied with our responsePlease note that our records confirm at the time of activation Mr*** added *** *** to the account as an authorized user and on April 3, he added *** *** to the account as an additional authorized userAs stated in the Terms and Conditions of service that Mr*** agreed to at the time of activation: “If you give someone your personal account validation information, they can access and manage your accountYour personal account validation information includes the last four digits of your social security number or your passcodeIn addition, you may establish “Authorized Users” to manage your accountYou, any individual you give your personal account validation information to, and any Authorized User on your account, will each have access to your account information, and each will be able to: • Make changes to your account; • Add services or features to your account; • Remove services or features from your account; • Receive notices and disclosures on your behalf; and • Purchase Devices for use with our ServiceAll of these activities may result in additional fees, payments due, or Charges to your account, a new minimum term for the line(s) of Service, and/or a new agreement or payment terms that will apply to the account, or to the purchase of DevicesThe agreements which are made on your behalf may include retail installment sales agreements for the purchase of Devices to use with our ServiceYou agree that you will be bound by all such notices, disclosures, changes and terms of agreement, and obligated to pay any resulting fees, payments or ChargesAuthorized changes may require your agreement to new T&Cs.” Please note that T-Mobile has sent a copy of the signed EIP for the handset purchased in As previously advised T-Mobile advised Mr*** in writing of the current balance of $and advised that he would receive one final billing statement reflecting the final EIP charges for the two handsets and his final month’s access chargesOn July 27, 2014, Mr***’ account was canceled when the mobile number ending in *** was ported to another carrierOn August 23, 2014, T-Mobile sent Mr*** his final billing statement which reflected the final balance of $and included the past due balance of $and final charges of $which consisted of the final month’s access charges, remaining EIP for the two handsets and applicable taxes and feesT-Mobile continued to send Mr*** monthly revised billing statements and letters advising of the outstanding balance with T-MobileIn regards to Mr*** concerns regarding the billing statements our records confirmed that monthly billing statements were being sent to the address Mr*** indicated and we have no record of any correspondence being returned to T-Mobile due to an incorrect addressBased on our investigation, T-Mobile has found that Mr*** was billed accurately for handsets purchased, services utilized and we respectfully decline his request to remove the account from collectionsMr*** may contact *** *** ***, directly at *** to discuss his payment optionsBased 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, INCMercedes B*** Executive Response

Tell us why here
October 25,
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 October 11, 2017, regarding the above-referenced accountPlease note, that T-Mobile has confirmed that Ms*** and Ms***-*** is one in the same person
In Ms***’s letter to your office, she indicates that her family is not able to use service with their handsets in or around their homeWe regret any coverage issues Ms*** experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors and conditions that may interfere with actual service, quality, and availability
T-Mobile records confirm that Ms*** activated her T-Mobile service on July 14, 2017, and is subscribed to the T-Mobile ONE Unlimited Family rate plan with a total of five voice lines, and two digits linesAt the time of activation, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Prime handsets, a Samsung Galaxy SPlus handset, an LG Ghandset, and an Apple iPhone handsetAccordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
It is important to note, as of the time of Ms***’s purchase, T-Mobile provided a 14-day return period, which allowed Ms*** to use the equipment and service to see if the equipment and coverage met her needsIf the equipment or the coverage was not acceptable, the equipment 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
As the coverage does not meet Ms*** and her family service needs, in an effort to amicably resolve this matter, T-Mobile has agreed to refund any EIP payments previously remitted and waive any remaining EIP obligations, provided only that Ms*** returns her devices to T-Mobile within days from the date of this letter with the instructions provided to her via emailAdditionally, if Ms*** was eligible for a T-Mobile offer to reimburse her early termination fees with another provider when she activated service with T-Mobile, we will continue to honor such reimbursement offer after cancellation of her serviceT-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
Lupe C***
Executive Response