T-Mobile Usa Inc

March 8, 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 February 24, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his efforts to take advantage of our Black Friday 2016 Magenta Trade-In & Port-In and LG V20 trade-in offers.
Part of our Black Friday promotional offers from November 24, 2016 through December 21, 2016, T-Mobile offered new customers the ability to bring their phone number to T-Mobile, trade-in an eligible device, and purchase a phone on T-Mobile’s Equipment Installment Plan (“EIP") for the opportunity to receive a $200.00 prepaid MasterCard.
As part of our Black Friday LG trade-up offer, T-Mobile allowed customers to trade-in their fully paid off qualifying handset to T-Mobile and in exchange receive an LG V20 at no cost or a reduced cost after promotional monthly bill credits.
In review, T-Mobile’s 2016 Magenta Trade-In & Port-In and LG V20 Trade-Up promotional offers required that customers traded-in an eligible device which must be in working condition. We do regret that upon review of Mr. [redacted]’s Samsung Galaxy S 5 that was utilized as his trade-in for one of his two lines was found not to power on. As such, Mr. [redacted] would not be eligible for either promotional offer on one of his mobile numbers.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has applied a credit in the amount of $569.99 towards the EIP for Mr. [redacted]’s LG V20 which represents the T-Mobile promotional offer monthly credits for his LG V20 in one lump sum. As such, Mr. [redacted]’s updated EIP balance for his LG V20 is $60.01 which will remain on his EIP until paid in full. Furthermore, T-Mobile has agreed to apply a credit of $200.00 towards the account balance which represents his 2016 Magenta Trade-In & Port-In promotional offer. Mr. [redacted] presently has a credit balance of $103.50 following T-Mobile’s adjustment which will be applied to his next bill statement due on April 24, 2017.
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.
Martin G[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]  I do think for such a long time waiting---------- they should have offered me some free minutes/data time.?

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 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To...

Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 18, 2017, regarding the above-referenced account.  T-Mobile records indicate the account holder of record is [redacted]. Further review confirms that Ms. [redacted] and Ms. [redacted] are in fact the same person.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced in regards to her T-Mobile billing and appreciates the opportunity to respond to her concerns. Please note that T-Mobile attempted to reach Ms. [redacted] by phone on March 27, 2017, May 19, 2017, and May 27, 2017. Additionally, T-Mobile contacted Ms. [redacted] via the e-mail address provided to your office on March 27, 2017, May 19, 2017, May 22, 2017, and finally on May 27, 2017. Regrettably, our attempts to reach Ms. [redacted] were unsuccessful.
As previously indicated in our letter to your office dated April 3, 2017, under file number [redacted] Ms. [redacted]’ 18-month JUMP! on Demand (“JOD”) lease period for the Samsung Galaxy Note 5 was completed and as Ms. [redacted] retained possession of the handset the final Purchase Option Price (“POP”) of $192.67 as well as applicable taxes on the remaining $192.67 were assessed to the billing statement dated March 17, 2017.
It remains T-Mobile’s position that the POP and applicable taxes were validly assessed; however, as a courtesy to Ms. [redacted], on April 10, 2017, T-Mobile created a payment arrangement for the $192.67 breaking up the cost; as such, $31.39 is being added to Ms. [redacted]’ monthly bill over the next six months.
Ms. [redacted]’ billing statement dated April 17, 2017, reflects a total balance due in the amount of $511.95. Please note that $118.07 was considered past due. Ms. [redacted] was then assessed $393.88 in monthly recurring charges, equipment, late fee, restore from suspend fees, as well as applicable taxes and fees for the billing cycle dates of March 17, 2017, through April 16, 2017, which was due on May 9, 2017.
A review of the account confirms that Ms. [redacted]’ payment that was due on April 9, 2017, was not received on time and as such, on April 24, 2017, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Ms. [redacted]’ services were then restored when she agreed to a payment arrangement for the full balance of the account to be paid on April 25, 2017, and she was assessed a $20.00 restore from suspension fee per line of service.
As Ms. [redacted]’ account continued in a financially delinquent status and the aforementioned terms of the payment arrangement were not met on April 27, 2017, Ms. [redacted]’ account was suspended a second time. Therefore, when Ms. [redacted] made a payment on April 28, 2017, and the account was reactivated, her account was assessed a $20.00 restore from suspension fee per line of service which are reflected on her billing statement dated May 17, 2017.
Ms. [redacted]’ billing statement dated May 17, 2017, reflects a total balance due in the amount of $676.44. Please note that $246.95 was considered past due. Ms. [redacted] was then assessed $429.49 in monthly recurring charges, equipment, late fee, restore from suspend fees, as well as applicable taxes and fees for the billing cycle dates of April 17, 2017, through May 16, 2017, which was due on June 9, 2017. Ms. [redacted] then received promotional credits between May 18, 2017, and May 22, 2017, totaling $11.00 resulting in an updated balance in the amount of $665.44.
Nevertheless, in an further effort to resolve Ms. [redacted]’ concerns on May 27, 2017, T-Mobile issued credits totaling $228.80 for the restore from suspend fees on her April and May 2017 billing statements resulting in an updated balance of $436.64 which is due on June 9, 2017. 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.
Shannon R[redacted] Executive Response

Please refer to Complaint ID: [redacted]. This issue has still not been resolved, and I am very unsatisfied with the lack of urgency to resolve this issue. I have been told time & time again that it has been "escalated" and they are working on it, but obviously it has not been escalated enough! I am wasting multiple hours of my time, having to contact T-Mobile to get this taken care of. This is just getting ridiculous. I no longer believe their promises of it being "fixed" as this has been ongoing since December of 2016! I WOULD LIKE FOR MY ACCOUNT TO BE CREDITED, AND THE FREE LINE PROMOTION APPLIED CORRECTLY SO THAT I DO NOT HAVE TO KEEP CONTACTING CUSTOMER SUPPORT EVERY MONTH & RE-TELL MY STORY TO EACH NEW CUSTOMER SERVICE REP THAT I SPEAK TO BECAUSE THEY DO NOT READ THE NOTES OR THE HISTORY ON MY ACCOUNT!!!!

March 24, 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 15, 2017, regarding the above-referenced account.
We regret Ms. [redacted]’s experience with the replacement of her tablet via an insurance claim. On November 29, 2016, Ms. [redacted] filed an insurance claim for her lost Apple iPad Air 2 32GB tablet with our third-party insurance partner Assurant Solutions, Inc. (“Assurant”). Please be advised records indicate her claim processed by Assurant included the expectation of the return of Ms. [redacted]’s original tablet; however, as she indicates in her correspondence to your office, the claim was to be processed as a total loss of equipment. Our records do not indicate that Assurant received the expected equipment per the processed claim and as such, a non-return fee of $317.95 was assessed to the billing statement dated February 7, 2017.
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to credit the non-return fee of $317.95. Furthermore, T-Mobile offered to provide an additional credit to the account, returning Ms. [redacted]’s current account balance to $127.34, equivalent to her normal recurring service charges as valid and owed. Ms. [redacted] accepted this offer as resolution. 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.
Kimo C[redacted]
Executive Response

Complaint: [redacted]
I
I am rejecting this response because:Mr A[redacted] said he's benn unsucessful in reaching me he sent me an email at 10:30 PM and I returned his call and left a message with my contact information, I would like to speak with him personally 
Sincerely,
[redacted]

October 6, 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 25, 2017, 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 we have resolved this matter to Mr. [redacted]’s satisfaction.    T-Mobile regrets any concerns Mr. [redacted] has experienced regarding this matter.  T-Mobile records indicate that Mr. [redacted]’s account was activated on July 5, 2017, in which he has had concerns with service. Regretfully, Mr. [redacted] noticed that he was not receiving calls and was missing text messages.   T-Mobile records confirm that Mr. [redacted] is using a non-T-Mobile branded Samsung Galaxy S7 handset.  It should be noted that while an unlocked Samsung Galaxy S7 handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers.  Historically, the basic functions of the unlocked Samsung Galaxy S7 handset worked on our network; however, certain advanced features may work sporadically or not at all.  We regret any inconvenience Mr. [redacted] has experienced.   Mr. [redacted] contacted Customer Care on July 14, 2017 and was provided a 4G LTE Cellspot to improve his reception.   T-Mobile records indicate that on September 27, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Black Onyx 32GB handset for line ending in 6059.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.  Please note Mr. [redacted] accepted a trade-in credit for the amount of $109.00 for his [redacted] Samsung Galaxy S7 handset. The trade in credit was applied towards the down payment for the EIP and he was asked to pay for taxes and shipping charges for a total of $37.43.  Mr. [redacted] additionally agreed to a series of 24 monthly installments in the amount of $20.00.   On September 29, 2017, Mr. [redacted] purchased a Samsung Galaxy S7 Edge Silver 32GB handset for line ending in 7527, Mr. [redacted] accepted a trade-in credit for the amount of $109.00 for his [redacted] Samsung Galaxy S7 handset and was asked to pay taxes and shipping for a total amount of $35.93. Mr. [redacted] additionally agreed to a series of 24 monthly installments in the amount of $19.00.   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 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 and 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.     Rochelle M[redacted] Executive Response

October 5, 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 September 30, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated [redacted] as an authorized user of the account. We are sorry to hear that Mr. [redacted] had concerns with the billing of his Samsung Galaxy S7 handset. Our records confirm that on August 23, 2016, Mr. [redacted] elected to do a JUMP! On Demand (“JOD”) upgrade by trading in his Samsung Galaxy S7 handset effectively closing out the lease, and starting a new lease on a Samsung Galaxy Note 7 handset. Please note that Mr. [redacted] was shipped a Samsung Galaxy Note 7 handset, and in the packaging was instructions on how to return the Samsung Galaxy S7 handset to the retail store. Please be advised that we do not have record of Mr. [redacted] returning the Samsung Galaxy S7 handset. Nevertheless, in an effort to amicably resolve this matter, on October 3, 2016, T-Mobile closed out the JOD lease for Mr. [redacted]’s Samsung Galaxy S7 handset. 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. Taylor B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: T mobile customer service agreed whenever I call that the bill was incorrect . And they try to fix and apologize . And they lie they give the credit $200 so why they showing the balance $850 remaining balance axcept of showing the balance $650 . They are very tricky with bill . That's why I have to call alot of time every time ever month to fix it. I spoke to account executive after filling the complaint . He said it won't happen again.  It's just happen because of Revdex.com and I'm thankful for that . So again I want to tell everybody who is t mobile customer.  Check your bills thoroughly.  Even $1 makes a big difference. Thank You and God Bless 
Sincerely,
[redacted]

December 8, 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 23, 2017, regarding the above-referenced account. T-Mobile is delighted to have been able to resolve this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any concerns that Mr. [redacted] experienced regarding his recent return and refund. T-Mobile records indicate that on September 15, 2017, Mr. [redacted] contacted Customer Care and two orders were placed on his account, an order for an Apple iPhone 8 and a second order for an iPhone 7/8 Otter box and iPhone 7/8 Plus Screen Protector. Please be advised that the order for the Apple iPhone 8 was cancelled and therefore not charged to Mr. [redacted]’s select method of payment; however, the second order for the accessories was not cancelled, and Mr. [redacted] was charged $91.99 once the order was shipped.
T-Mobile records next indicate that on November 2, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution that the payment of $91.99 for the accessories could not be honored, and the payment was therefore returned to T-Mobile unpaid. It is very important to note that Mr. [redacted] should have received his refund of $91.99 at this time from his financial institution due to the chargeback. As a result, a charge in the amount of $91.99 was added to Mr. [redacted]’s T-Mobile account. However, on November 14, 2017, when it was determined that Mr. [redacted] had returned the accessories, a credit of $91.99 was entered to Mr. [redacted]’s account. It is very important to note that according to T-Mobile records, Mr. [redacted] has been fully refunded for his accessory purchase.
Upon reaching Mr. [redacted] to discuss this matter, Mr. [redacted] indicate that he did not authorize the accessory purchase occurring on September 15, 2017, and had not received any refund back to his original payment method in the amount of $91.99. T-Mobile sincerely regrets if this was the case and agreed to internally investigate this matter further. In addition, as a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile issued an account credit in the amount of $117.00, resulting in a revised credit balance of the same amount. Mr. [redacted] accepted this offer as resolution in full to his concerns.
Regarding Mr. [redacted]’s concerns with his Autopay, T-Mobile records confirm that due to a recently returned payment, Mr. [redacted]’s account was temporarily barred from adding Autopay. However, T-Mobile has removed this block and records confirm that Mr. [redacted] has since enrolled successfully in Autopay once again. T-Mobile regrets any inconvenience to Mr. [redacted].
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 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.
Kayla J[redacted]
Executive Response

August 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 July 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding her account. T-Mobile takes customer security very seriously and we strive to ensure that our customer’s accounts are protected.  T-Mobile records indicate there is currently an active password listed for Ms. [redacted]’s account.    Please be advised that on July 24, 2017, Ms. [redacted] contacted T-Mobile’s Customer Care department and her billing cycle was changed from a close date of the 2nd of the month to the 7th of the month, updating the monthly due date to the 28th of every month.  Additionally, T-Mobile records do not reflect that a payment arrangement was initiated on July 24, 2017 for Ms. [redacted]’s past due balance.    Upon review, Ms. [redacted]’s account was suspended for non-payment on July 26, 2017.  Please be advised that a payment arrangement was established to resume service on July 26, 2017 through T-Mobile’s automated system with a payment scheduled for $72.92 on August 2, 2017 and $72.91 on August 16, 2017.  At the time that the account was reactivated, the account was assessed a $20.00 restore from suspension fee   Upon speaking with Ms. [redacted], a password was verified for the account.  The due date of the 28th was also confirmed.  In an effort to offer an amicable resolution, a total credit in the amount of $27.53 was applied for the restore from suspension fee and payment processing fee billed to Ms. [redacted]’s account.  Additionally, as an added courtesy the payment arrangement for Ms. [redacted]’s account was deleted and rather a collection hold was placed through August 30, 2017.  Ms. [redacted] was advised the hold prevents the account from suspension but does not automatically charge a payment and she must remit the payment manually to her account. T-Mobile regrets any inconvenience 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.   Jessica G[redacted] Executive Response

November 23, 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 23, 2016, regarding the above-referenced account.  We are pleased to report that we have contacted Mr. [redacted] and are actively working to address his concerns.
 
We regret to hear that Mr. [redacted] has any concerns regarding his T-Mobile account. According to our records Mr. [redacted] submitted a payment on October 25, 2016, in the amount of $250.00. Unfortunately, our records also reflect that on November 3, 2016, the check payment mentioned above was returned unpaid. Like other wireless operators and most retailers, in the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service.  T-Mobile accepts a number of payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail.  We encourage customers to choose a method that is right for them and prevent returned payments. 
 
As Mr. [redacted] was unable to remit an immediate payment to replace the unpaid check, on November 13, 2016, Mr. [redacted]’ account was cancelled for non-payment. In order to restore the services Mr. [redacted] was advised that he would need to pay the balance in full of $850.56. Although, Mr. [redacted] was appropriately advised the process to resume services following a cancelation for non-payment, as a courtesy, T-Mobile allowed Mr. [redacted] the opportunity to resume his account with a one-time payment of $250.00 to replace his dishonored check. Our records reflect that Mr. [redacted]’ account was resumed when his payment of $250.00 posted to his account on November 15, 2016.
 
Additionally, on November 22, 2016, T-Mobile contacted Mr. [redacted] who has agreed to a payment arrangement. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third-party collection agency.  Records indicate that Mr. [redacted] agreed to make a one-time payment of $100.00 on December 2, 2016, and a second payment of $150.00 on December 16, 2016. However, because these payments will not pay his balance in full, T-Mobile will continue to work with Mr. [redacted] on bi-weekly payments arrangements to bring his account current. Please note that Mr. [redacted] has accepted this offer as resolution to his concerns and considers this matter addressed to his satisfaction.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

March 31, 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 March 30, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]’s concerns with regards to changing his rate plan online and charges assessed to the final billing statement. On November 14, 2015, Mr. [redacted]’s mobile number ending in 3728 was cancelled when the line of service was ported to another service provider. Mr. [redacted]’s account subsequently remained active with the mobile number ending in [redacted]. It is important to note that T-Mobile has no record of Mr. [redacted] requesting to change his rate plan from a family plan to an individual rate plan. As such, Mr. [redacted]’s account remained on the grandfathered Simple Choice Family Unlimited Talk and Text rate plan which does not include the Mobile Without Borders feature. The Mobile Without Borders feature expands our seamless calling and coverage area across the U.S., Mexico and Canada at no extra cost for T-Mobile’s currently offered Simple Choice North America rate plans. In most cases, customers may migrate to the Simple Choice North America at no extra costs. Additionally, the feature may be added to a grandfathered rate plan for $10.00 monthly. As Mr. [redacted] was on a grandfathered rate plan which did not include the Mobile Without Borders feature, he was assessed $9.31 for international calls to Canada at $0.49 per minute. Please note that voice charges vary by country. T-Mobile recommends that customers visit www.t-mobile.com/international to see the current rates in countries to which they will be calling. Our records also indicated that Mr. [redacted] canceled his account on March 21, 2016, when he ported his mobile number ending in [redacted] to another service provider. Mr. [redacted]’s billing cycle ran from the 21st of one month to the 20th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through April 20, 2016. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $131.49 which is equal to the final billing statement charges. As such, Mr. [redacted]’s account remains closed with 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. Alberto V[redacted] Executive Response

March 22, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated March 8, 2016, regarding the above-referenced complainant. T-Mobile regrets any difficulties in Mr. [redacted] has experienced in trying to retrieve a SIM Unlock Code for his LG G4. As Mr. [redacted] won the LG G4 in a work raffle and it was not purchased by any normal means from T-Mobile, the IMEI [redacted] was listed as a non-T-Mobile device. Because of this T-Mobile was unable to unlock Mr. [redacted] device through our normal process. However, after further investigation T-Mobile was able to unlock the device on March 10, 2016. Mr. [redacted] has confirmed the LG G4 device is unlocked and working with a non-T-Mobile SIM card. We regret any inconvenience to him. 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

June 16, 2015FILED ELECTRONICALLY 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 9, 2015, regarding the above-referenced account.   T-Mobile records confirm that on March 24, 2015, Ms. [redacted]activated T-Mobile service with the mobile numbers ending in [redacted]and [redacted].  Ms. [redacted] is subscribedto our Simple Choice Family UnlimitedTalk and Text 4 Lines for $100.00 a month. This plan provides unlimited talk, text, and internet with 4G speeds upto 2.5GB on each mobile number.  Themobile numbers ending in [redacted] and [redacted] are both subscribed to an additionaldata feature for $10.00, which provides unlimited internet with 4G speeds up to4.5GB.  Ms. [redacted]’ monthly accesscharges are $120.00 before applicable taxes.  T-Mobile records indicate that onMarch 24, 2015, Ms. [redacted] qualified for and took advantage of ourEquipment Installment Plan (“EIP”) offering with the purchase of three SamsungGalaxy Note 4 handsets.  EIP is a paymentoption that allows eligible customers to purchase handsets by making a downpayment at the time of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms.[redacted] was required to make a down payment in the amount of $162.00 andagree to a series of 24 monthly installments in the amount of $80.73, which is$26.91 for each handset.  All customerswho choose to use the EIP option to pay for their equipment are required toenter into a 24 month financing agreement signed at the time of thepurchase.  Although this 24 monthfinancing agreement is required and the installments are added to each monthlybilling statement, customers may choose to pay off their EIP balance at anytime by making incremental additional payments or a single payment for thetotal balance.  Please note that anyadditional payments reduce the length of time it will take to pay the entirebalance, but will not reduce the amount of any future regular monthly EIPpayments.  Please note that the monthlyEIP of $80.73 is separate from the above mentioned monthly access charges.  On January8, 2014 T-Mobile announced contract freedom for consumers looking to switchfrom any U.S. carrier to T-Mobile.  Thisindustry changing offer allows consumers who were previously held back byexpensive termination fees and staggered tenures to leave their current carrierfor a better deal.  T-Mobile will now reimburseconsumers’ early termination fees up to $350.00 per line and provide accountcredits of up to $300.00 per device traded-in at the time of their activation –for up to five lines of service.  To beeligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of thisactivation, they must port-in their current mobile number, trade-in a device,and purchase a new T-Mobile device.  Thenew device may be purchased with our Equipment Installment Plan (EIP), but thisis not required.   In order to qualify for the reimbursement of earlytermination fees, customers must submit a reimbursement form along with a copyof 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 therequired documents and reimbursement of the early termination fees may take upto eight (8) weeks from the date of submission to be received and there is noprocess for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in goodstanding.  As this is a reimbursementoffer, T-Mobile recommends that customers make arrangements to pay any earlytermination fees billed by their prior carrier in order to avoid collectionactivity.   On April 13, 2015, T-Mobile received Ms. [redacted]’ ETFsubmission and it was denied on May 29, 2015. On May 7, 2015, T-Mobile received Ms. [redacted]’ new ETF submission andit was approved on May 15, 2015.  On June5, 2015, Ms. [redacted]’ submission was mailed out for a total of $118.00 forthe mobile number ending in 0778.  Pleaseallow two to three weeks for mailing.   In an effort to amicably resolve this matter, on June 15,2015, T-Mobile offered Ms. [redacted] to resubmit any submission for the ETFreimbursement that she refers to in her correspondence to my attention within30 days to [redacted]@t-mobile.com. Upon receiving Ms. [redacted]' submission, T-Mobile will follow up withour findings.  T-Mobile regrets any inconvenienceto Ms. [redacted] regarding this matter.  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

June 29, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 23, 2015, regarding the above-referenced account.   T-Mobile records confirm that a replacement Samsung Galaxy S4 was sentto Ms. [redacted] on May 15, 2015.  Inaddition, we examined the returned device with IMEI [redacted] and it wasfound to have sustained physical damage, which is not covered under thewarranty.  Although we troubleshoot thehandsets prior to performing a handset exchange pursuant to the above policy,this is not the final exam.  Upon receiptof the non-working handset, we have trained technicians who dismantle andexamine the handsets.  A warning of thepossibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted]at the time of the exchange.  Thisinformation is also in the user’s manual and in the material that accompaniesthe replacement handset.  Based on theabove information it is T-Mobile’s position that the out-of-warranty fee wasvalidly assessed and we respectfully decline to waive this fee.  In Ms. [redacted] correspondence she indicates that the device had nophysical damage at the time the device was shipped.  Unfortunately, the device that arrived atT-Mobile had a cracked LCD screen.  Aphoto of the damage can be seen at http://[redacted]. To view the correct image, Ms. [redacted] willneed to reference the device’s order number [redacted].  It is T-Mobile’s position that Ms. [redacted] wasaccurately charged based on the device’s physical damage.  Although the charge is considered valid, as a gesture of goodwillT-Mobile has agreed to issue credit in the amount of $432.00 for the device’sout-of-warranty fee charge.  It isimportant to note that for future exchanges processed within T-Mobile’s limitedwarranty, standard guidelines will apply.  Additionally it isimportant to note that Ms. [redacted] line of service ending in [redacted] has the JUMP!feature.  Following the initial launch ofour JUMP! program, we made some changes and launched the new JUMP! 2 featurewhich provides customers all the coverage offered by our Premium HandsetProtection bundle (handset insurance and extended warranty), Mobile Securitywith Lookout, plus the benefit of trading-in their current device financedthrough an Equipment Installment Plan (EIP) for a credit of the remaining EIPbalance due, up to one-half of the original retail price of that device.  Customers enrolled in JUMP! 2 are providedwith unlimited opportunities to upgrade the device they enrolled in JUMP! 2with no waiting period.   In addition to theabove benefits, the JUMP! feature provides coverage offered by [redacted] incases of equipment loss, theft, accidental damage, and in-warranty andout-of-warranty malfunctions at the replacement cost of the deductible.  Please note that [redacted] and T-Mobile areseparate companies, each with separate policies.  [redacted] requires that the customer pay apre-determined deductible based on the handset model in order to obtain areplacement handset.  The amount ofdeductible for the Samsung Galaxy S 4 is $175.00.  Additionally, [redacted] may send areconditioned handset as a replacement when an equipment claim is made.  Ms. [redacted] may also contact [redacted] at[redacted] for additional claim information.  On June 26, 2015,T-Mobile contacted Ms. [redacted] and presented our stance with the credit offertowards the out of warranty fee in which Ms. [redacted] accepted our offer asresolution.  T-Mobile regrets anyinconvenience Ms. [redacted] may have experienced.  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. Sacny A[redacted]Executive Response

February 22, 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 February 13, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] had with his equipment replacement order. T-Mobile records confirm that on November 27, 2015, replacement equipment was ordered for Mr. [redacted]’s non-working equipment, and it was shipped to him on the same date. 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 fee. Our records indicate that we did not receive the non-working equipment. As such, Mr. [redacted] was charged $810.71 for the non-return fee and applicable taxes. It is important to note that the possibility of a non-return fee was also disclosed to Mr. [redacted] at the time the exchange was processed. Our records do not indicate that we have received the non-working equipment. As such, the non-return fee of $810.71 assessed to Mr. [redacted]’s January 15, 2016, billing statement is considered valid. Nevertheless, in an effort to amicably resolve this issue, T-Mobile has applied an $810.71 credit to Mr. [redacted]’s account for the non-return fee. Mr. [redacted]’s account now has an outstanding balance of $266.38 and he may verify this by visiting www.T-Mobile.com or by dialing #225# on his T-Mobile device. 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

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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his billing concerns. We appreciate the opportunity to respond to this matter.
Our records reflect that Mr. [redacted] activated his service on October 6, 2016, and attempted to take advantage of the following promotions:

• 2016 T-Mobile ONE Affordable Smartphone on Us; and,
• 2016 Tablet on Us.
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, our records reflect that Mr. [redacted] met all of the requirements for our above referenced promotional offer until November 24, 2016, when he participated in a rate plan change. It should be noted that the plan that Mr. [redacted]’s account was migrated to was not an approved rate plan to continue to be eligible for our promotional offers. Accordingly, Mr. [redacted]’s account was released from the promotions and he stopped receiving monthly Equipment Installment Plan (“EIP”) credits.
Please be advised that our records reflect that on October 10, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Please note that our records reflect that Mr. [redacted] purchased the following:
• Three (3) Samsung On5 handsets, $149.99 full retail price for each device, $0.00 down payment, $6.25 per month for 24 months per unit;
• Three (3) Samsung On5 Impact Shield screen protectors, $24.99 full retail price for each, $0.00 down payment, $1.05 per month for 24 months per unit;
• Two (2) Samsung On5 DualPro protective cases, $29.99 full retail price each, $0.00 down payment, $1.25 per month for 24 months per case;
• One (1) Samsung On5 Flex Cover, $9.99 full retail price, $0.00 down payment, $0.42 per month for 24 months; and,
• One (1) Alcatel OneTouch Pop 7 LTE tablet, $129.99 full retail price, $0.00 down payment, $5.42 per month for 24 months.
Per the terms of the EIP, should an entire account be cancelled prior to the balance of the EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statement.
It should be noted that if services are cancelled on any line of service that was enrolled in any of our promotional offers, the remainder of the promotion will be forfeited.
T-Mobile records confirm that Mr. [redacted]’s billing statement dated May 10, 2017, carried a total balance due of $135.71. Please be advised that Mr. [redacted] was assessed charges for monthly access, EIP, and applicable taxes and fees for service from May 11, 2017, through June 10, 2017. Please note that Mr. [redacted]’s current statement charges were due in full by June 3, 2017.
T-Mobile records confirm that Mr. [redacted] canceled his mobile numbers ending 1137, 1388, and 9458 on May 18, 2017, when he ported them to another service provider. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through June 10, 2017.
T-Mobile records reflect that a $135.71 payment was received from Mr. [redacted]’s Visa card ending 4568 on June 1, 2017. Please note that this payment satisfied Mr. [redacted]’s account balance.
Although T-Mobile considers Mr. [redacted]’s billing and payment to be accurate, as a gesture of good faith, on June 19, 2017, T-Mobile approved a refund to Mr. [redacted]’s VISA card ending 4568 in the amount of $135.71. Additionally, although it is T-Mobile’s position that Mr. [redacted]’s account no longer qualifies for our aforementioned EIP promotions, on June 19, 2017, T-Mobile absolved Mr. [redacted]’s remaining $452.74 EIP balance. Please note that Mr. [redacted]’s account remains active with one Mobile Internet (“MI”) line of service, and his EIP will no longer impact his monthly billing. T-Mobile asks that Mr. [redacted] allow three to five business days for his refund to appear on his card account. Mr. [redacted] may contact Customer Care to cancel his remaining MI line of service, or he may continue to leave this line active on his current $10.00 per month rate plan, in addition to applicable taxes and fees.
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.
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.
Jason A[redacted] Executive Response

November 2, 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 October 21, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding an unauthorized purchase of an Apple iPhone 7 Plus device on his T-Mobile account. Please be advised that T-Mobile has completed its investigation of this matter, and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for the equipment purchased on June 24, 2017, on his account.
T-Mobile spoke with Mr. [redacted] on October 26, 2017, and confirmed that his account has been cancelled and reflects a zero balance. Mr. [redacted] was satisfied with the 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.
Amor M[redacted]
Executive Response