T-Mobile Usa Inc

June 4, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:     ...

[redacted]                        T-Mobile Account Holder: [redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] ToWhom It May Concern: T-Mobile USA, Inc.(“T-Mobile”) is in receipt of your correspondence dated May 27, 2015, from Ms.[redacted], regarding the above-referenced account.  Please be advised that T-Mobile recordsindicate the account holder of record is [redacted], and that Ms.[redacted] has been designated as an authorized user of the account. T-Mobile records confirm that[redacted]’ billing cycle ran from the 24th of the month to the 23rdof the following month, with payment due on the 16th.  Pursuant to T-Mobile policy, customers may besuspended when payment in full is not received by the payment due date.  Customers can make a payment via electroniccheck or credit card, online, over the phone either through the InteractiveVoice Response (IVR) or with Customer Care or in person at one of our localretail store locations or by mailing it to the payment lockbox address on theirbilling statement remittance slip. Ourrecords confirm that the above-referenced account currently has one active lineof service, and is subscribed to our SimpleStarter Unlimited Talk, Text, and Data rate plan at $40.00 monthly.  This rate plan includes unlimited domesticvoice minutes, text messages, and data with up to 500 megabytes at highspeed.  [redacted] is alsosubscribed to two gigabytes of high speed data at $5.00 monthly.  As such, the monthly access charges for thisaccount are $45.00 before taxes. Additionally,on May 29, 2014, [redacted] qualified for and took advantage of ourEquipment Installment Plan (“EIP”) offering with the purchase of an AppleiPhone 5C handset.  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.  Based on a at the time ofthe purchase, a down payment was not required; however, a payment for the taxeson the full retail price of the device was required.  [redacted] then agreed to a seriesof 24 monthly installments in the amount of $22.91, which began to appear onthe first bill following the purchase of the device.   Uponreview of [redacted]’ billing statements, beginning with the statementdated November 24, 2014, the charges are as follows: The statementdated November 24, 2014 was in the amount of $92.69, for monthly accesscharges, the EIP installment, and a $20.00 plus tax restore from suspend feethat was assessed on November 3, 2014. This charge and the associated taxes were adjusted on December 16, 2014.The billingstatement dated December 24, 2014, was in the amount of $72.10 for monthlyaccess charges and the EIP installment.The January 25,2015 billing statement was in the amount of $96.65 for monthly access charges,the EIP installment, and $22.25 for a restore from suspend fee and applicabletaxes, due to a suspension of service that occurred on January 4, 2015.February 24, 2015billing statement was in the amount of $96.65 for monthly access charges, theEIP installment, and a $20.00 plus tax restore from suspend fee due to asuspension of service that occurred on February 4, 2015The April 24,2015 billing statement was in the amount of $124.86, which included monthlyaccess charges, the EIP installment, as well as an additional payment of $50.00that had been remitted towards the remaining EIP balance.The May 24, 2015billing statement was in the amount of $74.86 for monthly access charges andthe EIP installment. Asthe account was suspended for nonpayment of service, the restore from suspendfees assessed to [redacted]’ account are considered valid. However,in an effort to amicably resolve Ms. [redacted]s’ concerns, on June 3, 2015,T-Mobile issued a credit to the account in the amount of $44.50 for the restorefrom suspend fees that were assessed to the January 25, 2015 billing statementand the February 24, 2015 billing statement. The account remains active, with a balance of $56.87, with payment dueJune 16, 2015.  Customer Care can bereached at [redacted] to arrange for payment of the balance owed.  T-Mobile regrets any inconvenience Ms. [redacted]may have experienced. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

October 27, 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 17, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have encountered regarding his account.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care team.   T-Mobile records confirm that on November 10, 2016, T-Mobile provided Mr. [redacted] with a 4G LTE Signal Booster.  Please note the T-Mobile 4G LTE Signal Boosters are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Please note that the 4G LTE Signal Boosters are T-Mobile owned devices.  They are provided to our customers with a $25.00 deposit paid at the time of issuance.  However, if not returned upon cancelation of service, there is a $289.00 plus tax non-return fee that is assessed to the account.  Please note that T-Mobile waived the $25.00 deposit associated with 4G LTE Signal Booster that was provided to Mr. [redacted].   T-Mobile records confirm that Mr. [redacted]’s account was canceled on September 12, 2017, when he ported the mobile number ending in 9434 to another service provider. T-Mobile provided Mr. [redacted] with a final billing statement dated September 25, 2017, in the amount of $161.76 which was due on October 17, 2017 and was sent to Mr. [redacted]’s address on file.  The balance consisted of services rendered from August 25, 2017, though September 24, 2017. Please be advised that on October 2, 2017, T-Mobile received the 4G LTE Signal Booster, however, due to an inadvertent error, October 11, 2017, Mr. [redacted]’s account was charged for the non-return fee of $306.34.  Therefore, the account balance was updated to $468.10.   Nevertheless, in an effort to amicably resolve this matter on October 18, 2017, T-Mobile credited the account in full in the amount of $468.10. Please note as of the date of this letter the account reflects a zero balance.  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.   Abigail [redacted] Executive Response Tell us why here...

Revdex.com:
 
I have received a response from the business with respect to the above complaint ID, and was satisfied initially with the response. 
 
However, following this issue, some additional issues related to the first issue have come up and I am requesting a second callback from the company to discuss my concerns.
 
Yours truly,
 
[redacted]

March 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 March 22, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted] was not satisfied with our previous correspondence to your office. As outlined in our previous correspondence, Mr. [redacted] activated his T-Mobile account during our two additional lines free promotion and enrolled in our AutoPay feature. Mr. [redacted] must maintain his account in good standing with no interruption in service for non-payment in order to receive the promotional monthly bill credits.
In our previous correspondence, T-Mobile outlined on December 20, 2016, the AutoPay feature was removed preventing T-Mobile from submitting automatic payments to the payment method provided upon activation. Because this feature was removed and T-Mobile did not receive payments for balances owed, Mr. [redacted]’s account was suspended on December 21, 2016. Records indicate on December 22, 2016, Mr. [redacted] contacted T-Mobile to advise he was not informed of his billing due date, and a payment in the amount of $128.94 was received and the service was restored.
As Mr. [redacted] indicated in his correspondence to your office, he visited a T-Mobile retail store in an attempt to pay his January 2017 monthly billing statement indicating he was aware the account was no longer enrolled in our AutoPay feature. T-Mobile provides a number of options for Mr. [redacted] to pay outstanding charges. Mr. [redacted] had the opportunity to make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile does not have record we advise Mr. [redacted] to not make a payment for his January 2017 monthly billing statement.
T-Mobile records do not indicate Mr. [redacted] has been billed for a tablet; however, he was billed for a Mobile Internet line of service. As advised in our previous correspondence, Mr. [redacted] was receiving a discount on this line of service as he had an active voice line of service. On January 20, 2017, the Mobile Internet line was cancelled. Mr. [redacted] was billed a total of $31.20 for his Mobile Internet line. T-Mobile regrets any confusion on this matter.
T-Mobile records do not indicate Mr. [redacted] discussed his granddaughter’s device not working and T-Mobile will not adjust charges due to non-working equipment. T-Mobile further reviewed Mr. [redacted]’s device trade-ins and confirm only three were given to T-Mobile upon activation. In our previous correspondence, T-Mobile advised we discussed a trade-in of a Samsung J3 device but Mr. [redacted] indicated he wanted to keep this device. T-Mobile has reviewed our inventory and confirmed the Samsung J3 device was not received by T-Mobile. Once a device is given to T-Mobile as a trade-in, the device is returned to our warehouse and cannot retrieve it to return to customers.
Mr. [redacted] has only made one payment in the amount of $128.94. As no further payments have been made and as Mr. [redacted] is not enrolled in AutoPay, on February 21, 2017, the account was partially suspended. As a courtesy to Mr. [redacted], we allowed the account to receive incoming calls but restricted outgoing calls. On March 16, 2017, T-Mobile placed a hold on the account through March 29, 2017. Regrettably, T-Mobile did not receive further payment and the account was fully suspended on March 31, 2017.
T-Mobile issued a credit in the amount of $31.20 for the Mobile Internet line charges. Mr. [redacted]’s balance is in the amount of $945.32 and consists of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 21, 2016, through April 20, 2017. T-Mobile has again suspended collection activity through April 14, 2017. However, please be advised, if there is an outstanding balance remaining as of April 14, 2017, the account is at risk of suspension or cancellation as normal collection activity resumes. 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.
Jennifer G[redacted]
Executive Response

June 15, 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] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 9, 2015,regarding the above-referenced account.   T-Mobilerecords indicate that on February 17, 2015, Ms. [redacted] qualified for and tookadvantage of our Equipment Installment Plan (“EIP”) offering with the purchaseof a Certified Pre-Owned Apple iPhone 5S handset.  EIP is a payment option that allows eligiblecustomers to purchase handsets by making a down payment at the time of purchaseand agreeing to pay the remaining balance in 24 installments.   Basedon Ms. [redacted]’s personal credit history at the time of Ms. [redacted]’s purchase,she was not required to make a down payment; however, she agreed to pay $35.49,which is for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24monthly installments in the amount of $18.74. Bypurchasing T-Mobile equipment, our customers receive a one-year LimitedWarranty provided by the manufacturer of their device.  During the Limited Warranty period, customersare eligible to receive an advanced replacement of their device via T-Mobile’sHandset Exchange Program.  Alternatively,customers can replace their device through a post-exchange program bycontacting the manufacturer directly to discuss repair or replacementoptions.  Under the Handset ExchangeProgram, T-Mobile will provide a replacement handset of the same or equivalentmodel, with a Service Warranty Processing Fee, provided that the non-workinghandset is in good physical condition with no modifications or damage, such asbroken or cracked plastics, LCD or internal parts, or liquid damage. As of the time of Ms.[redacted]’s purchase of a new handset for use on the mobile number ending in [redacted]T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipmentto see if it meets her needs.  If theequipment was not acceptable, it could have been returned to the original pointof sale for a refund or exchange and, if requested, cancelation of the serviceand any applicable EIP entered into at the time of the original purchase.  Please be advised that Ms. [redacted] iscurrently outside of her 14-day return period. T-Mobile has reviewed theabove-referenced account and the mobile number in question and our records donot confirm that Ms. [redacted] subscribed to the optional Premium HandsetProtection (PHP).  Please note that anyPHP feature, which is provided by Assurant, Inc., must be added to a line ofservice within 14-days of activation, exchange or purchase of a handset.  Furthermore, as Ms. [redacted] indicated that thedevice had sustained physical damage, it would not be eligible for replacementunder the Limited Warranty.   However, on June 6, 2015, T-Mobile records indicatethat Ms. [redacted] accepted a resolution from our Customer Care department.  In an effort to amicably resolve this matter,despite the handset being physically damaged, T-Mobile added PHP to the mobilenumber ending in [redacted] and processed a PHP warranty exchange. Please note that this featurecovers electrical and mechanical device malfunctions, both within themanufacturer’s Limited Warranty and outside of it as defined in the programbrochure.  Customers with PHP can contactT-Mobile to initiate an exchange under the PHP warranty program.  The PHP warranty program provides customerswith replacement equipment of the same or like-kind model, provided that thenon-working equipment is in good physical condition with no modifications or damage,such as broken or cracked plastics, LCD or internal parts, or liquiddamage.   Customers who process a PHPwarranty exchange are subject to a Service Warranty Processing Fee which isdisclosed in the PHP program brochure and at the time the transaction isprocessed.  As Ms. [redacted] elected to usethe above-referenced PHP, she was assessed the Service Warranty Processing Feeof $5.00 to replace her equipment.  Thisfee is charged to cover the increased cost associated with the handset exchangeprogram and includes next business day shipping the replacement equipment.  Customers are advised of and must agree tothe Service Warranty Processing Fee prior to the exchange being completed.  As Ms. [redacted] was informed of the fee at thetime the exchange was processed, we respectfully decline to credit this validfee.   Additionally, on June 6, 2015, T-Mobile agreed tocredit the out-of-warranty fee for the physical damage to the handset, and willfollow up with Ms. [redacted] to ensure that this charge is adjusted in full whenit is billed to the account.  We regretany inconvenience to Ms. [redacted].  Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted]  Verytruly yours, T-MOBILEUSA, INC. [redacted]ExecutiveResponse

March 30, 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 21, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns regarding the return of his equipment and final billed charges. Upon review of Mr. [redacted]’s account, T-Mobile confirms he successfully returned multiple handsets originally upgraded via T-Mobile JUMP! On Demand leases and credits were applied during the month of June 2016 to waive their corresponding balances. Please be advised however that although these devices were returned, their corresponding mobile numbers were not cancelled and two additional tablets originally upgraded via T-Mobile Equipment Installment Plans (EIP) were not returned.
If a customer has an open EIP and the account is cancelled, any remaining open EIP balance on the cancelled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] agreed to an EIP for the Mobile Internet numbers ending in [redacted] on March 8, 2015 and 0449 on October 18, 2015 with the purchases of an Apple iPad Air 2 tablet and Samsung Tab A tablet, respectively. When the account was cancelled on August 27, 2016 for non-payment, the remaining EIP balance totaling $344.03 was accelerated and posted to the final billing statement dated September 11, 2016. Along with rendered and unpaid service charges, it is T-Mobile's position Mr. [redacted]’s final account balance of $918.65 is valid and owed.
Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied an account credit of $492.18 equivalent to accelerated EIP and unused service. This credit returns his account to a valid and owed balance of $426.47. Mr. [redacted] accepted this offer as resolution. 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.
Kimo C[redacted]
Executive Response

Complaint: [redacted]
Date Sent: 5/4/2017 10:42:32 AMComplaint: [redacted]I am rejecting this response because: I would like to wait until the next billing cycle to see if this problem has been fixed.   It has been well over 2 billing cycles now, and the problem has yet to be fixed,  hence the reason why I have to keep calling T-Mobile every month.Sincerely,[redacted]

February 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 January 28, 2017, 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 Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any continued concerns Mr. [redacted] has experienced regarding his monthly bills. T-Mobile records reflect that Mr. [redacted] currently has one voice lines and two wearable services for smart watches. Mr. [redacted] currently has our Simple Choice North America rate plan where he is to pay $50.00 a month for unlimited talk, text, and two gigabytes (“GB”) of high speed data. Please note that T-Mobile records reflect that Mr. [redacted] has our Truly Unlimited data feature for $30.00 a month, a $10.00 Premium Handset Protection (“PHP”) feature, and a $4.00 Name ID feature. Additionally T-Mobile records reflect that Mr. [redacted] currently has two wearable services for $15.00 a month for each service. T-Mobile records reflect that Mr. [redacted] has a $10.00 PHP feature for wearable service ending in 3997. Please be advised that all pricing is before any taxes and fees.
It should be noted that when a wearable service is combined with a voice line customers are eligible to receive an automatic $10.00 monthly credit for each wearable service.
T-Mobile records indicate that on May 27, 2016, Mr. [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Gear S2 Classic Watch. 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. Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr. [redacted]’s purchase.
Additionally, T-Mobile records indicate that on October 6, 2016, Mr. [redacted] qualified for our JUMP! On Demand offering with the lease of an iPhone 7 Plus 256GB handset. 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. Mr. [redacted] then agreed to a series of 18-monthly payments in the amount of $27.00, which has appeared every month following Mr. [redacted]’s purchase.
Furthermore, T-Mobile records indicate that on December 5, 2016, Mr. [redacted] qualified for our EIP offering with the purchase of a Samsung Gear S3 watch. Mr. [redacted] was not required to make a down payment however, agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr. [redacted]’s purchase.

In an effort to amicably resolve Mr. [redacted]’s concern T-Mobile applied a $20.00 credit toward his account. Please be advised that Mr. [redacted]’s account currently reflects a $182.28 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.
Juan B[redacted] Executive Response

February 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 9, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his monthly recurring charges. T-Mobile records indicate that on July 6, 2015, Mr. [redacted] activated two voice lines of service on the Simple Choice Family Unlimited Talk and Text with Unlimited Data rate plan for $100.00 per month, plus applicable taxes. Records indicate that at the time of Mr. [redacted] activation, he enrolled in the JUMP! 2 Bundle on the mobile number ending in [redacted], for $10.00 per month, plus applicable taxes. T-Mobile records indicate that on July 7, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6 Gray handsets with 64GB of memory. At the time of Mr. [redacted] purchase, he was required to pay a down payment of $99.99, per handset. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.08, per handset. With Mr. [redacted] EIP charges, his estimated monthly recurring charges were approximately $177.21. In an effort to amicably resolve the matter, on February 11, 2016, T-Mobile changed Mr. [redacted] rate plan to the Select Choice Unlimited Talk and Text rate plan for $40.00 per month, plus applicable taxes. It is important to note that this rate plan is considered grandfathered and is no longer available; therefore, should Mr. [redacted] make any future rate plan changes, he would be unable to revert back to this rate plan. Additionally, based on Mr. [redacted] data usage per voice line of service, T-Mobile added the unlimited data feature to the mobile number ending in [redacted] for $20.00 per month, plus applicable taxes. On the mobile number ending in [redacted], T-Mobile added the 3GB data feature for $10.00 per month plus applicable taxes. We regret any confusion regarding our new JUMP! On Demand offering. Although similarly titled, JUMP! On Demand is different than the optional JUMP! feature that Mr. [redacted] has on his account, which is available with our EIP offering. Our optional JUMP! feature allows customers who are purchasing their device by making payments over time, the ability to upgrade to a new device and have the EIP payments on that device forgiven (up to 50% of the original cost of the device) and the benefits of our Premium Handset Protection coverage. JUMP! On Demand is a leasing, not purchasing, option and does not include the Premium Handset Protection coverage. JUMP! On Demand provides customers another affordable option to use the best new devices on our amazing Data Strong network. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Due to an inadvertent error, Mr. [redacted] handsets were purchased under an EIP agreement rather than the JUMP! On Demand lease option. This disqualified Mr. [redacted] from receiving a promotional $12.00 monthly billing statement credit, per handset purchase, for the duration of the 18 month lease. Records confirm that Mr. [redacted] traded in his previous handsets and on July 7, 2015, a trade in credit of $204.28, was applied to his account. Additionally, it was determined that Mr. [redacted] mobile number ending in [redacted] should have been subscribed the JUMP! 2 Bundle feature. On February 11, 2016, T-Mobile added the feature to mobile number ending in [redacted]. To resolve Mr. [redacted] equipment billing concerns, T-Mobile will apply a $24.00 monthly billing statement credit to Mr. [redacted] account. This will reduce Mr. [redacted] EIP to $15.08 per month, per handset, for 18 billing statement. Therefore, Mr. [redacted] estimated monthly recurring charges with taxes will be approximately $131.81. Also in an effort to amicably resolve the matter, on February 11, 2016, T-Mobile applied a courtesy credit of $305.78 to Mr. [redacted] account, for the difference in the monthly recurring charges from July 7, 2015, through March 6, 2016. As Mr. [redacted] had a current bill due for the billing cycle charges from February 7, 2016, through March 6, 2016, in the amount of $182.21, the credit brought the account to a credit balance of $123.57. 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

December 8, 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 December 5, 2017, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] are one and the same. T-Mobile is pleased to report that we spoke to Mr. [redacted] and he confirms that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced in regards to his refund. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
T-Mobile records confirm that on October 27, 2017, Mr. [redacted] purchased an Apple iPhone X 64GB for $999.99 plus tax. Accordingly, Mr. [redacted] remitted a payment of $1,068.49. Please note, pursuant to T-Mobile’s terms, handsets returned within the return period will take up to 30 days from the date of receipt to process a refund. Further records reflect that on November 13, 2017, T-Mobile received Mr. [redacted]’s above equipment as such a refund was going to be processed by December 13, 2017.
Nonetheless, in an effort to amicably resolve this matter, on December 6, 2017, T-Mobile issued a refund to Mr. [redacted]’s credit card in the amount of $1,068.49. Please be advised that it can take up to three business days for the refund to be received to Mr. [redacted]’s financial institution. Mr. [redacted] accepted this as full resolution to his concerns. 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.
Nicole C[redacted]
Executive Response

December 28, 2015 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 December 19, 2015, regarding the above-referenced account. 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 for any inconvenience experience by Ms. [redacted] regarding her equipment trade-in value. Our records indicate that on September 20, 2015, Ms. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining one iPhone 6s Space Gray 64GB of memory handset, under the mobile number ending in 0811. JOD is a lease program and not a purchasing option. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Customer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of device. Customers only pay taxes on the capital cost reduction at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billing statement. At the time, Ms. [redacted] was asked to make a down payment of $99.99 and agreed to 18 monthly payments of $26.00 plus applicable taxes. Starting on September 12, 2015, for a limited time, T-Mobile offered the Apple iPhone 6s Introductory Promotion. With the Apple iPhone 6s Introductory Promotion customers who took advantage of JOD by leasing an iPhone 6s or iPhone 6s Plus (all memory variants), and trading- in a qualifying device, receive a monthly bill credit which reduces the monthly lease payment to between $5.00 to $15.00 (iPhone 6s) or $9.00 to $19.00 (iPhone 6s Plus) per month before applicable sales tax depending on the make and model of the customer’s trade-in device and as long as the account remains active and in good standing. Regarding Ms. [redacted]’s trade-in of one LG G4 Grey handset with IMEI number [redacted], Ms. [redacted] was to receive an estimated monthly promotional credit of $7.00 and an additional promotional trade-in credit of $10.00 per month thereby reducing the monthly lease payment of the iPhone 6s Space Gray 64GB of memory handset to an estimate of $9.00 per month before applicable taxes. Please note that Ms. [redacted]’s account has received the promotional credit of $7.00 per month since September 23, 2015. It is important to mention that to take advantage of the additional trade-in credit a working smartphone had to be traded-in to T-Mobile. According to our records Ms. [redacted]’s LG G4 Grey handset with IMEI number [redacted] was not shipped to T-Mobile. Therefore, Ms. [redacted] did not qualify to receive the additional trade-in credit of $10.00 per month. Nonetheless, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on December 24, 2015, T-Mobile issued a one-time courtesy credit of $180.00 which is equivalent to the $10.00 trade-in credit Ms. [redacted] would have received for the Apple iPhone 6s Introductory Promotion. As of December 24, 2015, Ms. [redacted]’s account reflects a credit balance of $187.00 Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

August 19, 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 14, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted] satisfaction. We regret any frustrations Mr. [redacted] may have experienced regarding his recent handset purchase. In Mr. [redacted] letter to your office he outlined concerns regarding a recent handset promotion. Please note that customers on a qualifying rate plans with 6GB or 10GB of data or higher, were eligible to get a Samsung On5, LG K7, Samsung J7, or LG K10 at no cost, via a monthly bill credit. T-Mobile records indicate that on July 19, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy J7 handset. In Mr. [redacted] case his rate plan was not compatible to receiving the promotional bill credit for the monthly EIP installment charge. However, in an effort to amicably resolve this matter T-Mobile has removed the above mentioned EIP from Mr. [redacted] account and waived the charges in full. Mr. [redacted] has accepted this offer as resolution in full. Mr. [redacted] account remains active with one EIP still active on his account from a prior purchase. 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. James H[redacted] Executive Response

November 9, 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 30, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced with her account billing. T-Mobile records indicate on October 20, 2016, Ms. [redacted] contacted Customer Care regarding international roaming rates on her rate plan; Simple Choice Family Unlimited Talk, Text and Data for four lines for $100.00 per month. Ms. [redacted] was advised of the Simple Global which was added to her account in late 2013 at no additional cost to her. With Simple Global, customers have unlimited web at standard speeds of approximately 128Kbps. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. At that time, Ms. [redacted] was offered the new T-Mobile ONE rate plan which offers the benefits of Simple Global as well. Ms. [redacted] accepted this offer. Please note that the rate plan change was backdated to take effect at the start of Ms. [redacted]’ billing cycle, September 25, 2016. On September 24, 2016, Ms. [redacted] was sent a billing statement in the amount of $531.82 which consisted of a past due balance of $268.41 and monthly recurring charges on the Simple Choice Family Unlimited Talk, Text and Data rate plan from September 25, 2016, through October 24, 2016. On October 24, 2016, Ms. [redacted] was sent a billing statement in the amount of $664.19 which consisted on a past due balance of $268.41, monthly recurring charges for services from October 25, 2016, through November 24, 2016, on the T-Mobile ONE rate plan, as well as prorated charges for the T-Mobile ONE rate plan from September 25, 2016, through October 24, 2016. After speaking to Ms. [redacted] on November 4, 2016, as a courtesy T-Mobile issued a credit in the amount of $131.59 to her account for the prorated charges billed and the increased rate plan cost. As of the date of this correspondence, Ms. [redacted] account reflects a balance of $269.19 with a due date of November 17, 2016. Additionally, to better suit Ms. [redacted] needs, T-Mobile offered to change her rate plan to the Simple Choice Family Match with 6GB of LTE for $140.00 for four lines per month plus applicable taxes and fees. Ms. [redacted] accepted this offer, and the rate plan will take effect November 25, 2016. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

April 12, 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 3, 2017, 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 is sorry to hear of Mr. [redacted]’s concerns with his No-Credit Check account and his eligibility for our Smartphone Equality program. As the Un-Carrier, we believe everyone deserves a great smartphone which is why we offer our Smartphone Equality program. This program helps customers get the best pricing on our equipment, regardless of personal credit information. To take advantage of this program, all Mr. [redacted] would need to do is pay his T-Mobile bill on time for 12 consecutive months, giving him access to the best pricing for our equipment, which in most cases is $0.00 down. Please note that there will be instances where certain devices are not offered as $0.00 down. However, as part of this program, Mr. [redacted] will still receive best pricing when upgrading.
Upon review of Mr. [redacted]’s account, our records confirm that he activated his T-Mobile account on January 31, 2016, and currently has one active mobile number ending in 4937. Mr. [redacted]’s billing cycle runs from the 25th of one month to the 24th of the following month with payment due by the 4th.
It is important to note that the transition to well-qualify will not take place automatically and customers are required to contact T-Mobile to initiate the conversion. In reviewing Mr. [redacted]’s account, our records confirm that he first inquired about our Smartphone Equality on March 30, 2017. At that time, unfortunately he had a late payment that was not remitted on time for his bill due on March 4, 2017. As such, Mr. [redacted]’s account is no longer eligible for the Smartphone Equality as he will need to remit 12 consecutive on time payments to qualify. T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience he 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.
Jamen F[redacted]
Executive Response

September 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 August 28, 2017, regarding the above-referenced account.  T-Mobile is pleased to note that we have resolved Ms. [redacted]’s concern to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] had regarding being charged for features on her account.  On September 6, 2015, T-Mobile records indicate that Ms. [redacted]'s T-Mobile.com account was accessed and a rate plan change took place.  At the time of the rate plan change, two additional features were also added to Ms. [redacted]'s account.  The first was the Stateside International feature which is available at a cost of $10.00 per month provides unlimited calling to landline phones from the United States to more than 70 foreign countries.  In addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than 200 countries.  The second was T-Mobile's subscription-based Name ID service available at a cost of $4.00 per month that helps you verify the identity of incoming callers when the number isn't in your address book.   Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  Our records indicate that the features were added to Ms. [redacted]'s account on September 6, 2015; however, the first notice that T-Mobile received regarding a dispute of these features and associated charges was on April 26, 2017.  As this is beyond the dispute period, it is T-Mobile’s position that Ms. [redacted] remains responsible for all charges billed to the account.    However, in an effort to amicably resolve Ms. [redacted]'s concern, T-Mobile applied a one-time courtesy credit to Ms. [redacted]'s account balance in the amount of $200.00.  This revised Ms. [redacted]'s balance to a credit of $8.83 to be carried over to her next month’s billing statement.  Ms. [redacted] accepted this offer as a resolution to her concern.    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.   Juan C[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.  T-Mobile was very helpful in resolving this matter. Thank you.

July 26, 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 July 19, 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 regrets any inconvenience to Ms. [redacted] regarding her experience in attempting to obtain reimbursement for switching to T-Mobile. In reviewing the original documentation submitted by Ms. [redacted] on behalf of the account holder supporting their switching cost from their previous provider, we found that in her documentation it supported on the reimbursement in the amount of $50.00 for one line and $71.37 for another. As such, T-Mobile was unable to substantiate Ms. [redacted] claim of a reimbursement in the amount of $750.00. However we have contacted Ms. [redacted] directly on July 21, 2016, and ask that she resubmit her final bill from her previous provider to our office via facsimile at 505-998-3796. Upon receipt T-Mobile will review the documentation although it is outside the 60 day submission period. Furthermore once T-Mobile has had an opportunity to review Ms. [redacted]’ final bill from her previous provider, T-Mobile will apprise her of our findings. 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

December 4, 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 27, 2016, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. [redacted]; however our attempts have been unsuccessful. Therefore, T- Mobile will attempt to address Ms. [redacted]’s concerns via this letter to your office. T-Mobile regrets that Ms. [redacted] has concerns regarding a $187.00 Apple iPhone 6S handset Trade In value that was eligible for two simultaneous promotions. T-Mobile records confirm that both the Carrier Freedom promotion and the Apple iPhone Trade Up promotion that Ms. [redacted] qualified for were eligible to receive the trade-in value as part of the promotional offers. In an effort to resolve this matter amicably, T-Mobile has applied a credit of $187.00, to the account, to honor the second promotional offer not received. The account currently reflects a credit balance of $224.99. 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. Pancho Q[redacted] Executive Response

May 26, 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 a letter dated May 13, 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. We have made several attempts to contact [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.
T-Mobile regrets any concern Ms. [redacted] experienced in regards to the suspension of the above-referenced account. T-Mobile records confirm that on October 5, 2015, Mr. [redacted] activated a postpaid account with the mobile numbers ending in [redacted] and [redacted]. At the time of activation, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of two Samsung Galaxy S6 Gold 32GB handsets. Mr. [redacted] was required to pay a capital cost reduction of $288.00, per handset and then agreed to a series of 18 monthly lease payments of $8.17 per handset.
Please note that by purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’s account, this warranty has been extended as he subscribes to the optional Premium Handset Protection insurance feature for $10.00, plus taxes, per month. On November 1, 2016, Mr. [redacted] processed a Limited Warranty Exchange of the above-mentioned Samsung Galaxy S6 Gold 32GB handset.
Records confirm that as of December 7, 2016, Mr. [redacted]’s account reflected a past due balance of $192.75 for the November 7, 2016 billing statement. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. As a result of non-payment, on November 12, 2016, Mr. [redacted]’s account was suspended for non-payment. It is important to note that as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.
When the account was suspended, Mr. [redacted]’s billing statement reflected a balance owed of $244.55, increasing the balance owed to $437.30. Please note that this balance consisted of Mr. [redacted]’s monthly recurring charges, a late payment charge of $5.00, as well as two restore from suspension fees of $20.00, plus taxes, for the above-mentioned non-payment suspension. T-Mobile provided Mr. [redacted] with calls, text messages and a billing notification providing the payment due date to avoid service interruption.
Regretfully, as payment was not received for the balance owed, on December 23, 2016, Mr. [redacted]’s account was suspended for non-payment. On the same day, Mr. [redacted] agreed to a payment arrangement of $58.11, with a due date of December 27, 2016. As a result, Mr. [redacted]’s account was restored from suspension.
On December 28, 2016, T-Mobile received a payment of $60.00, reducing the balance owed to $377.30. As payment was not made for the full balance owed, it carried forward to Mr. [redacted]’s January 7, 2017 billing statement, which reflected a balance owed of $815.56, increasing the balance owed to $1,192.86. Please note that this balance included a charge of $562.48, for a non-return fee for the Limited Warranty Exchange that was processed on November 1, 2016, as our records do not indicate that we have received the non-working equipment. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Therefore, it is T-Mobile’s position that the fee remains valid and owed.
On January 23, 2017, as a result of non-payment, Mr. [redacted]’s account was suspended for non-payment. On the same day, Mr. [redacted] agreed to a payment arrangement of $238.57 to be paid on January 30, 2017 and $954.29 to be paid on February 13, 2017. Therefore, Mr. [redacted]’s account was restored from suspension. On January 30, 2017, Mr. [redacted]’s future dated check that was set up as part of his payment arrangement, of $238.57 was rejected for insufficient funds.
Records confirm that on February 6, 2017, as a result of non-payment, Mr. [redacted]’s account was suspended for non-payment. On the same day, T-Mobile received a payment of $310.00, reducing the balance owed to $882.86, thereby restoring Mr. [redacted]’s account. As a payment was not remitted in full for the outstanding balance owed, it carried forward to Mr. [redacted]’s February 7, 2017 billing statement, which reflected a balance owed of $250.31, increasing the balance owed to $1,133.17. Please note that this balance also included two restore from suspension fees of $20.00, plus taxes. On February 7, 2017, Mr. [redacted] agreed to a payment arrangement of $441.43 due on February 21, 2017, and $441.43 due on February 27, 2017.
Review of the account confirms that on February 23, 2017, Mr. [redacted]’s account was suspended for non-payment. On the same day, Mr. [redacted] agreed to a payment arrangement of $226.63 due on March 3, 2017, and $906.54 due on March 17, 2017. On March 3, 2017, T-Mobile received a payment of $226.63, reducing the balance owed to $906.54. As full payment of the balance owed was not received, it carried forward to Mr. [redacted]’s March 7, 2017 billing statement, which reflected a balance owed of $249.38, increasing the balance owed to $1,155.92. Please note that this bill also included two restore from suspension fees of $20.00, plus taxes.
On March 20, 2017, T-Mobile received a payment of $581.07, reducing the balance owed to $574.85. On March 21, 2017, T-Mobile applied a credit of $13.00 to Mr. [redacted]’s account, for a third-party purchase. Records confirm that on April 3, 2017, T-Mobile received a payment of $160.00, reducing the balance owed to $401.85.
Please note that JUMP! On Demand 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.
Records confirm that on April 6, 2017, Mr. [redacted]’s JUMP! On Demand leases reached the 18 month term; subsequently, the remaining Purchase Option Price amount of $307.26 accelerated to Mr. [redacted]’s account. Therefore, Mr. [redacted]’s April 7, 2017 billing statement reflected a balance owed of $529.52, increasing the balance owed to $931.27. On April 11, 2017, in an effort to resolve the matter, T-Mobile applied a courtesy credit of $44.70, to Mr. [redacted]’s account for the restore from suspend fees, reducing the balance owed to $886.67.
As payment was not received for this balance, it carried forward to Mr. [redacted]’s May 7, 2017 billing statement, which reflected a balance owed of $148.90, increasing the balance owed to $1,035.57. Please note that T-Mobile will allow customers to break up the remaining Purchase Option Price total into an Equipment Installment Plan (“EIP”) with a term of nine months. Therefore, as Mr. [redacted] had agreed to an EIP for the remaining Purchase Option Price of nine monthly installments of $32.22, T-Mobile applied a credit of $307.26 to Mr. [redacted]’s account, reducing the balance owed to $728.31.
It is T-Mobile’s position that Mr. [redacted]’s account has been accurately charged for his services. In an effort to resolve the matter, although Mr. [redacted]’s account did not qualify for a payment arrangement due to the previous failed payment arrangement, T-Mobile allowed the creation of an Extended Payment Schedule (“EPS”). An EPS is a payment arrangement that allows a customer to pay their balance off in monthly installments. As part of the terms of the EPS, the balance owed of $728.31 was split into seven monthly installments of $104.04, to be added to the following seven billing statements. Therefore, Mr. [redacted]’s account was reduced to a zero balance. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below.
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

July 5, 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 June 21, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding Carrier Freedom and we appreciate the opportunity to respond. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier family. T-Mobile records confirm that on March 22, 2017, Mr. [redacted] activated two mobile numbers ending in [redacted] and [redacted]. As Mr. [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 one 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. As can be expected there are many requirements that need to be met in order to qualify for carrier freedom.
A review of Mr. [redacted]’s account confirms that Mr. [redacted] met the requirements for our Carrier Freedom. Mr. [redacted] submitted an unaltered copy of his final billing statement to www.switch2t-mobile.com and traded in his devices. Unfortunately, the documents were submitted under Mr. [redacted]’s mobile number ending in [redacted] causing the reimbursement to be denied as a duplicate submission.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has offered to match the total value of the original offer in the form of a prepaid MasterCard. Upon speaking with Mr. [redacted] on June 28, 2017, T-Mobile validated the final costs from his previous service provider and issued the prepaid MasterCard in the amount of $730.44 that he can expect to receive in seven to ten business days.
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. 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.
Andrew S[redacted]
Executive Response