T-Mobile Usa Inc

April 21, 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 21, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced in regards to our Samsung Galaxy S7 Buy One Get One (“BOGO”) promotion. The promotion was as follows: from March 11, 2016, to March 17, 2016, postpaid customers who bought a Samsung Galaxy S7 or S7 edge could get another S7 or S7 edge of equal or lesser value for free when they activated a new line of service on the same account. Activations and device purchases could occur on different days but both needed to be completed between February 23, 2016, (when Samsung Galaxy S7 and S7 edge pre-orders started) and by end of day March 17, 2016. T-Mobile records indicate on March 2, 2016, a new line was activated on Ms. [redacted]’s account and on March 11, 2016, two new Samsung Galaxy S7 devices were purchased. On March 28, 2016, we received Ms. [redacted]’s rebate submission. It was approved on the same day and stated to please allow up to eight weeks for processing. On April 9, 2016, Ms. [redacted] contacted T-Mobile Customer Care in regards to an error she was receiving on the T-Mobile promotions website and wanted to ensure she was going to receive the Samsung BOGO promotion. A Customer Care supervisor requested an investigation be performed by our promotions team. On April 14, 2016, the same T-Mobile Customer Care supervisor attempted to contact Ms. [redacted] to advise our promotions team confirmed she would be receiving the refund card within two to three weeks. We were able to contact Ms. [redacted] on April 20, 2016, and confirm this with her as well. 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. Daniel R[redacted] Executive Response

January 26, 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 January 22, 2016, regarding the above-referenced account. T-Mobile regrets that Mr. [redacted] experienced any inconvenience with our Carrier Freedom offer. Under the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a 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 activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received. 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. T-Mobile records indicate that on January 2, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 6S devices. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. The 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 open EIP 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 open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cycles. T-Mobile records indicate that on January 11, 2016, a credit in the amount of $302.00 was applied to Mr. [redacted]’s account for his two trade-in devices. Upon speaking with Mr. [redacted] on January 22, 2016, it is our understanding that he is still seeking additional credits of $198.00 for cancellation fees incurred from their previous provider and $315.79 for his initial down payment made to T-Mobile. Nevertheless, on January 22, 2016, T-Mobile agreed to send Mr. [redacted] a refund in the amount of $815.79 for his initial down payment, cancellation fees incurred by his previous provider, and trade-in credits. Mr. [redacted]’s T-Mobile account currently reflects a zero balance. The refund is in the form of a prepaid card issued by CitiBank. Please allow seven to ten business days for the refund to arrive. If Mr.[redacted] has not received his refund card within ten business days of the above date he may contact Citibank Card Services at 1-877-855-7201 for additional assistance. 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. William B[redacted] Executive Response

June 20, 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 June 10, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any confusion that Mr. [redacted] may have experienced in regards to the manner of his refund. In Mr. [redacted]’ letter to your office he indicates that he has yet to receive the pre-paid debit card that was sent to his address of record. It is important to note that Mr. [redacted]’ refund was approved on June 4, 2016, and that it may take up to 7-10 business days to be received; which would have been June 17, 2016. Please be advised that T-Mobile issues all refunds through our vendor Citibank in the form of a pre-paid debit card rather than a paper check. However, should Mr. [redacted] prefer a paper check he may contact Citibank at 1-800-522-7458 to request it be sent to his address of record. It is important to note that this may further delay Mr. [redacted]’ refund. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

August 5, 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 August 2, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her rate plan and the functionalities of her recently purchased iPhone SE handset. Our records confirm that on December 9, 2014, Ms. [redacted] elected to change her rate plan and subscribed to T-Mobile’s grandfathered Select Choice Family Unlimited Talk, Text and 50MB of Data rate plan for $50.00 per month with the above listed mobile numbers. Most recently, on June 12, 2016, Ms. [redacted] again elected to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data for two lines rate plan for $80.00 per month with the mobile numbers ending in [redacted] and [redacted]. Additionally, the mobile number ending in [redacted] has the JUMP! 2.0 feature for $12.00 per month. Our records indicate that on June 12, 2016, Ms. [redacted] purchased an iPhone SE handset for $399.99 plus applicable taxes. Please be advised that for Ms. [redacted] to enjoy all the functionalities of the iPhone SE handset, we encourage a data rate plan be obtained under her service. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on August 3, 2016, T-Mobile issued a onetime courtesy credit of $30.00 for the rate plan price difference to the account, leaving the account with a credit balance of $30.00. Also, we agreed to subscribe Ms. [redacted]’s to the grandfathered Select Choice Family Unlimited Talk, Text and 50MB of Data rate plan for $50.00 per month. Please note that the rate plan change will take effect on August 8, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Aika A[redacted] Executive Response

September 14, 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 1, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is Jr. [redacted], and that he has designated [redacted] as an authorized user of the account.   T-Mobile regrets any Carrier Freedom and JUMP! On Demand (“JOD”) concerns Ms. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our retail location.   T-Mobile records confirm that Ms. [redacted]’s account was activated on February 25, 2016.  As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.  There are several eligibility requirements to be met in order to qualify for Carrier Freedom.  One of these requirements is that customers must submit for reimbursement at www.switch2tmobile.com within 30 days of activation.  As it has been over 30 days since Ms. [redacted]’s activation, she no longer qualifies for Carrier Freedom.   T-Mobile records indicate that Ms. [redacted] received a Samsung Galaxy S6 Edge Plus handset and an Apple iPhone 6S handset on February 25, 2016, through T-Mobile’s JOD lease program.  JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.   On August 26, 2017, due to the handsets on our JOD lease program not being returned, the purchase option price of $367.21 was assessed to Ms. [redacted]’s account.    Nevertheless, on September 3, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $367.21 to Ms. [redacted]’s account for the purchase option price of her Samsung Galaxy S6 Edge Plus and Apple iPhone 6S handsets.  Ms. [redacted]’s account currently reflects a zero balance.  T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   William B[redacted] Executive Response

November 12, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      Mr. [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 8, 2016, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his attempt to cancel and return equipment to T-Mobile. Upon review of this matter, T-Mobile records indicate that Mr. [redacted] participated in T-Mobile’s JUMP! On Demand program on September 25, 2016 with the purchase of an Apple iPhone 7 32GB handset and Sim Starter Kit.  JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
 
Please be advised that Mr. [redacted] remitted a payment in the amount of $21.45 for the SIM Starter Kit plus applicable taxes and agreed to a series of 18 payments in the amount of $27.00 plus applicable taxes.
 
T-Mobile records confirm Mr. [redacted]’ request for the cancelation of the order on October 3, 2016, however, the order was unable to be canceled due to the processing timeframe and Mr. [redacted] was advised to return the package once it was received.
 
Upon further research, records indicate the returned package was delivered to T-Mobile on October 13, 2016. Regretfully, T-Mobile has no record of the Apple iPhone 7 32GB handset being scanned into our warehouse for return.
 
As a courtesy, and in an effort to amicably resolve this matter, T-Mobile has removed the Apple iPhone 7 32GB handset from Mr. [redacted]’ account. Additionally, on November 11, 2016, T-Mobile applied credits to Mr. [redacted]’ account totaling $50.41 for the SIM Starter Kit and one month of the Apple iPhone 7 32GB handset charge plus applicable taxes bringing Mr. [redacted]’ balance to $245.85 for monthly service charges from October 29, 2016 through November 28, 2016 and equipment installment plan charges plus applicable taxes. Mr. [redacted] has accepted this as resolution to his concerns.
 
 
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.
 
Christopher R[redacted]
Executive Response

October 20, 2016 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 October 14, 2016, regarding the above-referenced account. T-Mobile has confirmed that Mr. [redacted] is listed on Ms. [redacted] account as an authorized user and is able to discuss the account details and make various changes to the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted] concerns to his satisfaction T-Mobile’s JUMP! program gives customers the freedom to upgrade their phone when they want. T-Mobile’s JUMP! allows customers who have purchased a device using our Equipment Installment Plan (“EIP") financing option to upgrade and T-Mobile will pay their remaining EIP balance, up to half of the original device purchase price. Any remaining EIP balance not covered by T-Mobile will need to be paid in full by the customer at the time of the upgrade. When a JUMP! customer attempts to perform an upgrade on the My T-Mobile site, they will be presented with the option to upgrade based on their eligibility. If the currently active EIP balance is higher than half the original purchase price, customers will only be provided the option to upgrade after a payment has been made to meet this qualification. After a careful review of Ms. [redacted] account, T-Mobile has confirmed the EIP for the Samsung Galaxy S7 Edge Silver Titanium 32GB handset that was purchased on March 3, 2016, had a remaining balance higher than one-half the original cost. For this reason, Mr. [redacted] was not able to complete a JUMP! upgrade. As such, this resulted in Mr. [redacted] having two active EIPs for the devices. Our records confirm on June 22, 2016, an upgrade was performed for an Apple iPhone 6s Silver 64GB handset. The order was not processed as a JUMP! upgrade which resulted in the Samsung Galaxy S7 Edge 32GB handset EIP remaining active. In an effort to provide an Un-carrier experience, T-Mobile has asked Mr. [redacted] to return his Apple iPhone 6s Silver 64GB handset and Samsung Galaxy S7 Edge Titanium 32GB handset to us at: T-Mobile USA, Inc. Attn: Chris P[redacted] P.O. Box 37380 Albuquerque, NM 87176 T-Mobile encourages Mr. [redacted] to use a traceable carrier and to keep a copy of the tracking number for his records. Once T-Mobile has received the device, and confirmed it is in good working condition, we will revisit Ms. [redacted] account and close the EIP with the remaining balance waived in full. 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. Christopher P[redacted] Executive Response

October 21, 2016 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 October 12, 2016, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. Please be advised that we have made attempts to contact [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] may have experienced regarding the above-referenced account. Our records confirm that Mr. [redacted] activated his account on October 11, 2014, with two lines of service ending in [redacted] and [redacted]. On September 9, 2016, Ms. [redacted] preordered an Apple iPhone 7 via our Equipment Installment Plan (“EIP”) program. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $27.09. Additionally on September 9, 2016, a second Apple iPhone 7 handset was leased via our JUMP! On Demand lease program. This lease requires an 18 month lease, with monthly payments in the amount of $27.00. At the end of the 18 month lease period, Mr. [redacted] must return the handset to a T-Mobile retail location in good working order, or remit payment for the purchase option price in the amount of $163.99 and retain possession of the device. As part of Mr. [redacted]’s JUMP! On Demand lease upgrade, he was required to return his previously leased device, an Apple iPhone 6S space gray handset. Regrettably, our records do not indicate that the handset has been received by T-Mobile as returned. Additionally, our records confirm that Mr. [redacted] traded in an Apple iPhone 6S in rose gold at the time of the purchase of the iPhone 7 on an EIP. This device was traded in via our JUMP! program, and as such the EIP for the iPhone 6S in rose gold was closed as of October 13, 2016. Mr. [redacted] will no longer be billed monthly for the device. Additionally, on October 13, 2016, T-Mobile issued a courtesy credit in the amount of $54.09 for a month of the billed charges for the handsets Ms. [redacted] indicated were returned. In an effort to amicably resolve Ms. [redacted]’s concerns, on October 21, 2016, T-Mobile closed the lease for the iPhone 6S in space gray. As such, Mr. [redacted] will no longer be billed for the handset. Additionally, on October 21, 2016, T-Mobile issued a courtesy credit to Mr. [redacted]’s account in the amount of $200.00, for the inconvenience. Mr. [redacted]’s account remains active, with a balance of $87.65. Payment for this balance is due November 6, 2016. Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance due. T-Mobile regrets any inconvenience Ms. [redacted] or Mr. [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

August 31, 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 August 18, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his 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]’ recent contact with our Customer Care.   Please be advised that T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.    Upon reviewing the address listed on the account, T-Mobile found that Mr. [redacted]’ area is served by our network with the following spectrums: LTE 2100 MHz as well as1900 MHz for 4G services. Mr. [redacted]’ area is also served by our 2G technology. Additionally, T-Mobile confirmed that Mr. [redacted] is utilizing an Apple iPhone 7 Plus handset and a Samsung Galaxy S8 handset in association with the mobile numbers on his account, which are able to access all of the above referenced spectrums. It is T-Mobile’s position that Mr. [redacted] is receiving the expected coverage for his area. Should Mr. [redacted] continue to experience issues with coverage, T-Mobile recommends that he contact our Customer Care to evaluate and troubleshoot service and coverage issues.  T-Mobile regrets any inconvenience Mr. [redacted] has 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 844-213-3926 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Melyssa G[redacted] Executive Response

February 10, 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 February 2, 2016 regarding the above-referenced account. T-Mobile regrets that Mr. [redacted]’s final billing statement was not what he expected. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile on August 21, 2015, to cancel his T-Mobile account which was scheduled to cancel on September 6, 2015 at the end of Mr. [redacted]’s billing cycle. Mr. [redacted]’s final billing statement reflected a $20.00 charge for the monthly recurring charge for the August 7, 2015, to September 6, 2015 billing statement. T-Mobile confirms that Mr. [redacted]’s T-Mobile account was enrolled in EasyPay on July 19, 2014. EasyPay 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on EasyPay. T-Mobile records indicate that on August 17, 2015, EasyPay was removed via our T-Mobile.com website five days prior to Mr. [redacted] contacting T-Mobile to cancel his account. As the EasyPay was cancelled, the final billing statement dated September 7, 2015, would not have been paid via the EasyPay option. Please be advised that Mr. [redacted]’s account has not been transferred to a third-party collection agency at this time, rather to T-Mobile’s in-house collections. T-Mobile records indicate that Mr. [redacted] made a payment on February 1, 2016, which brought the account to a zero balance. T-Mobile spoke with Mr. [redacted] on February 5, 2016, and confirmed with him that his account had not been transferred to a third-party collection agency. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Luv V[redacted] Executive Response

June 22, 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 10, 2017, 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 inconvenience to Ms. [redacted] regarding her order. T-Mobile records indicate that on June 8, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 Plus device. Regretfully, due to an inadvertent error, the handset was shipped to a no longer valid address. However, as of the date of this letter, UPS has returned the device back to T-Mobile.
Should Ms. [redacted] remain interested in the purchase of a device, she may contact me directly to the phone number below or contact Customer Care at 1-800-937-8997 for further assistance with the order of a new device.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
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.
Mercedes V[redacted] Executive Response

November 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 October 19, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with her account. T-Mobile records confirm that on September 23, 2016, Ms. [redacted] returned her Samsung Galaxy Note 7 as directed by Samsung. Ms. [redacted] had leased the Samsung Galaxy Note 7 through JUMP! On Demand (“JOD”). As such, when Ms. [redacted] returned the Note 7, the JOD lease was ended. It is important to note that when a JOD lease is ended early, the remaining lease balance, as well as the purchase option price are billed to the following billing statement. Further records confirm that on September 23, 2016, we applied a credit totaling $882.64 to Ms. [redacted]’ account to offset the JOD lease charges which were to be assessed to her October 11, 2016, billing statement. At the time the credit was applied to Ms. [redacted]’ account, she had an outstanding balance of $349.36, which was billed to her September 11, 2016, billing statement for services from September 11, 2016, through October 10, 2016. Ms. [redacted] also remitted payments totaling $73.18 to pay off four Equipment Installment Plan (“EIP”) loans on her account for accessories she had financed. When a customer makes an early payment toward an EIP loan, payment is collected immediately, and the charges for the closed EIP loans are assessed to the following billing statement. Ms. [redacted] did not remit any additional payment toward her outstanding balance of $349.36. Therefore the credit for the Note 7 return and the early EIP loan payments reduced Ms. [redacted]’ outstanding balance to a credit balance of $606.46. We encourage customers to remit payment for EIP loans when their balance is zero, so the credit balance created will carry forward to the billing statement showing the final EIP loan charges. On October 11, 2016, Ms. [redacted]’ billing statement was provided showing an outstanding balance of $732.79, which includes monthly access charges and taxes, equipment charges and the final JOD lease balance and payment option for the Note 7 and the final EIP loan balances for the accessories paid off less the credit balance explained above. On October 28, 2016, Ms. [redacted] remitted payment in the amount of $200.00, reducing her balance to $532.79. Further review reflects that on October 20, 2016, a credit of $1.56 was applied to Ms. [redacted]’ account for taxes, reducing her balance to $531.23. Based on our findings it is T-Mobile’s position that Ms. [redacted] was billed correctly for her monthly access charges and equipment charges. Ms. [redacted] may contact Customer Care by calling 800-937-8997 to discuss payment options. 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. Brian W[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. Thank-you very much for helping me resolve this issue so quickly.  As a side note, the phone that TMobile stated they never received was return to me from their Return Service Center with a broken screen and a note they could not fix.  Since they did provide a new phone, I wont' pursue.  You guys rock!Sincerely, [redacted]

March 29, 2016 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 a letter dated March 27, 2016, from [redacted] 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 is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his handset return. T-Mobile records indicate that on March 13, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 Edge handsets with 32GB of memory, one in Blank Onyx and one in Silver Titanium. At the time of Mr. [redacted]’s purchase, he was required to make a down payment of $59.99 per handset and he agreed to pay $109.20, which is for the taxes on the full retail price of both handsets, for a total of $229.18. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00 per month per handset. Unfortunately, without a United States Postal Service tracking number, T-Mobile is unable to trace the package Mr. [redacted] returned utilizing their services. However, in an effort to amicably resolve the matter, T-Mobile has blocked the International Mobile Equipment Identifiers (“IMEIs”). A phone is blocked by adding its unique serial number or IMEI to a global database and within 24 hours, the devices will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. Additionally, T-Mobile has processed Mr. [redacted]’s handsets as returned within the 14-day return period, closing the EIP, and therefore, issuing a credit of $229.18 to the credit card Mr. [redacted] utilized to make his purchase. Mr. [redacted] may expect receipt of his refund within 30 days from the date of processing. Mr. [redacted] has accepted this as a resolution to his concerns. 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. Diana J[redacted] Executive Response

April 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding the Handset Exchange Program.   According to our records on May 13, 2015, Ms. [redacted] purchased a Samsung Galaxy S5 through our Equipment Installment Plan (“EIP”). By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. [redacted]’ account this warranty has been extended as she subscribes to the optional JUMP 1.0 feature. During the Limited Warranty period, Ms. [redacted] 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 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. As such, Ms. [redacted] requested a replacement on March 18, 2017, March 21, 2017, March 24, 2017, March 29, 2017 and March 30, 2017, but were cancelled and not accepted due to manufacturer defects. We apologize for the inconveniences this has caused.   Although, it is T-Mobile’s position that we have honored the Limited Warranty provided by the manufacturer, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has offered a new Samsung Galaxy S7 Edge at no cost to Ms. [redacted] as a replacement. Please note that on April 7, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her 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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

May 11, 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]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 30, 2017, regarding the above-referenced file number. Please be advised that we have made attempts to contact Mr. [redacted], which have regrettably proven unsuccessful.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided. As such, T-Mobile is unable to provide any details regarding the account in question.
However, T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder or Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Chris P[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me .... with the following provisions. I agree nothing should be charged me for this travesty, but reject the excuse of "administrative error." I have seen no explanation which would demonstrate an error for a colossal bait-and-switch which bloated the only plan to which I had agreed by a factor of five. I point out also that in this competitive age there's is no legitimate plan by any carrier running $100 per month.  I believe a prime factor in this "error" is that I am 73 years old and of need of hearing aids. This is a demographic some marketing predators refer to as "birdnest on the ground." Sincerely, [redacted]

May 26, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 15, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her equipment purchase and the billing on her account.  T-Mobile records indicate that on December 11, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of a new Apple iPhone 6S Plus 64GB, wherein she agreed to 18 monthly lease payments of $30.00 and a final purchase option price of $210.00.  With JOD, customers have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price (POP) of the handset will be assessed to the billing statement following the final lease payment.  Furthermore, T-Mobile offers customers such as Ms. [redacted] the option to finance the POP with a no-interest, nine month installment plan to purchase their device.  Please note taxes on POP are due at time of payment option installment plan (POIP) creation.  Otherwise, customers may pay the POP in full once billed to their account.  Furthermore, please note that Ms. [redacted]’s account number [redacted] was enrolled in AutoPay on May 12, 2017, through Customer Care.  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.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided.  Nevertheless, T-Mobile records indicate that as of May 14, 2017, AutoPay was cancelled. Further records confirm that Ms. [redacted]’s billing statement dated April 24, 2017, carried a total balance due of $613.78.  Please be advised that Ms. [redacted] was assessed charges for service, equipment charges, applicable taxes and fees.  Ms. [redacted]’s statement balance was due in full by May 16, 2017.  On May 14, 2017, a payment in the amount of $453.01 posted to Mr. [redacted] account.  T-Mobile records further confirm that Ms. [redacted] disputed the payment made on May 14, 2017, with her financial institution and $453.01 was charged back to the T-Mobile account on May 16, 2017.  Nevertheless in an effort to amicably resolve this matter on May 18, 2017, T-Mobile placed a credit in the amount of $453.01 towards the account.  As an additional, gesture of good faith T-Mobile applied a credit of $210.00 to Ms. [redacted]’s account for the POP balance in full for the Apple iPhone 6S Plus 64GB.  T-Mobile regrets any inconvenience to Ms. [redacted].  As of the date of this letter Ms. [redacted]’s account reflects a zero balance.  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Abigail [redacted]Executive Response

February 2, 2018
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 January 26, 2018, regarding the above-referenced file number. Please be advised that we attempted to reach Mr. [redacted], and were unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns via this response.
We regret hearing of Mr. [redacted]’s additional concerns regarding the unlock request for the device purchased from a third party. Please be advised, Mobile Device Unlocks (“MDU”) are available to customers who meet our eligibility requirements. MDU requirements can be located on our website at https://support.t-mobile.com/docs/DOC-1588.
A review of Mr. [redacted]’s account confirms that on December 26, 2017 we received a request for an MDU for the device used on mobile number ending in 4555. However, at that time the device was not eligible for a Mobile Device Unlock.
As Mr. [redacted] indicates that the handset was not purchased through either a direct T-Mobile retail location, or a T-Mobile authorized dealer, it is not eligible for an MDU. As such, it is T-Mobile’s position that we unable to provide Mr. [redacted] with the MDU. We regret 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.
Felicia P[redacted]
Executive Response

April 7, 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 5, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to our 2 Lines on Us promotion. Our records indicate that on March 1, 2017, Mr. [redacted] was approved the above promotion for his phone lines ending in [redacted] and [redacted] and as such moving forward he will continue to receive monthly billing credits in the amount of $10.00 for each of the above lines. It is important to note that the billing credits may take up to three billing cycles from the above-mentioned date.
On March 14, 2017, T-Mobile spoke with Mr. [redacted] and explained the above information. In addition T-Mobile advised him that we will follow up on his billing statement with the due date of April 20, 2017, to ensure that the proper billing credits are being applied.
On March 28, 2017, T-Mobile issued a billing statement with the due date April 20, 2017, in the amount of $202.32 which includes monthly access charges taxes and fees from February 28, 2017, to March 27, 2017. It is important to note that this billing statement did not include the 2 Lines on Us promotional credits but as indicated in the previous paragraphs, a follow up has been set for the due date to ensure they are applied manually as they will take up to 3 billing cycles. As of the date of this letter, T-Mobile has applied a credit in the amount of $20.00, resulting in a revised balance of $182.32.
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