T-Mobile Usa Inc

January 3, 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 January 2, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to her T-Mobile billing and appreciates the opportunity to respond to her concerns. Please be advised that on June 21, 2015, T-Mobile records confirm that Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 16GB handset in Silver on her mobile number ending in [redacted]. Additionally, on October 15, 2015 Ms. [redacted] initiated a JUMP! On Demand (“JoD”) lease for an Apple iPhone 6s 16GB handset in Space Gray on her mobile number ending in [redacted]. It is important to note that for each of these offerings, payments for equipment are made in a predetermined number of monthly installments (depending on the program). However for both offerings; should a customer choose to cancel their service prior to fulfilling the monthly payment terms, the remaining balance of the financed devices will become due in full on the final billing statement. Please note that as of February 9, 2014, Ms. [redacted]’s mobile number ending in [redacted] was subscribed to the JUMP! feature. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. T-Mobile record confirm that on September 17, 2016, Ms. [redacted] JUMP!ed the Apple iPhone 6 16GB handset in Silver to a new Apple iPhone 6s 16GB in Space Gray handset utilizing our EIP program on her mobile number ending in [redacted]. Please note that Ms. [redacted] was not required to place a down payment but agreed to 24 monthly installments in the amount of $22.91. Additionally, the remaining balance of $243.72 for the Apple iPhone 6 16GB handset in Silver. Please note that a Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. Please note that T-Mobile investigated this matter and found that the COR for Ms. [redacted]’s mobile number ending in [redacted] was processed on September 17, 2016. As of that date, Mr. [redacted] was no longer financially responsible for the mobile number ending in [redacted]; however, he did remain responsible for the remaining balances of the aforementioned EIP and JOD. Regrettably, after further review T-Mobile found that Ms. [redacted] did not request that the new EIP for the Apple iPhone 6s 16GB handset in Space Grey purchased on September17, 2016, be transferred along with the mobile number ending in [redacted] to the new account. Additionally, pursuant to Mr. [redacted]’s request on September 18, 2016, T-Mobile cancelled his mobile numbers ending in [redacted] and [redacted], causing the remaining balances of the aforementioned EIP and JOD to bill out to the final billing statement dated October 19, 2016. T-Mobile records confirm that Ms. [redacted]’s final billing statement dated October 19, 2016, reflected a total balance in the amount of $948.57. Please note that $76.11 was considered past due. Ms. [redacted] was assessed $872.46 in current charges, for the remaining balances of her previously agreed upon EIP in the amount of $527.07 and JOD in the amount of $345.39, which was due in full on November 11, 2016. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. As T-Mobile’s internal collection efforts were unsuccessful, on December 17, 2016, Ms. [redacted]’s account was referred to a third party collection agency, Convergent Outsourcing Inc., for further collection efforts. On December 16, 2016, T-Mobile records confirm that Ms. [redacted] contacted T-Mobile Customer Care and was correctly advised of what charges comprised her final billing statement. At that time she declined providing any form of payment. As Ms. [redacted] retains possession of both of the handsets it is T-Mobile’s position that the charges are valid and owed. Nevertheless, as a courtesy to Ms. [redacted] on December 29, 2016, a one-time credit in the amount of $527.07 for the remaining balance of the Apple iPhone 6s 16GB handset in Space Grey, has issued to her above referenced account resulting in an updated balance in the amount of $181.40. It is T-Mobile’s position that these charges are valid and owed. Upon speaking with Ms. [redacted] on January 3, 2017, she remitted a payment in the amount of $181.40 resulting in an updated balance of zero. In addition on January 3, 2017, T-Mobile instructed the third party collection agency to remove any negative reporting. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. 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

June 11, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 5, 2015, regarding the above-referenced account.  Mr. [redacted] has confirmed that his issue hasbeen resolved to his satisfaction.  We regret anycoverage concerns Mr. [redacted] may have experienced with the text messaging onhis T-Mobile service.  T-Mobile hasinvestigated Mr. [redacted] concern and has confirmed that there was a technicalissue in the area causing issues with text messaging; however, engineering hasconfirmed that the issue has since been addressed and the issue resolved. T-Mobile recordsreflect that Mr. [redacted] account has been credited a total of $123.31for theissues he was experiencing with text messaging. On June 10, 2015, T-Mobile was in contact with Mr. [redacted] and in aneffort to amicably resolve the matter; T-Mobile has offered to credit theremaining Equipment Installment Plan (EIP) balance for the Samsung Galaxy S5 handsetif he will return it to T-Mobile.  Mr.[redacted] must return the Samsung Galaxy S5 in acceptable like new condition withno modifications or damage, such as broken or cracked plastics, LCD or internalparts, or water damage, with all its original accessories included.  Mr. [redacted] must send the Samsung Galaxy S5handset to my attention at T-Mobile, Executive Response, [redacted]Albuquerque, NM 87107.  T-Mobilerecommends sending the devices via a traceable carrier and requesting atracking number when shipping within 14-days from the date of this letter.  When the equipment is received and inspectedby T-Mobile, a credit for EIP balance will be issued.  Additionally, on June 10, 2015, T-Mobileissued a courtesy credit totaling $136.96, bringing the account balance to$115.38.  Mr. [redacted] has been advisedthat he will be responsible for monthly recurring charges billed from June 2,2015 through the date of cancellation. T-Mobile regrets any inconvenience to Mr. [redacted].     Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

July 21, 2015
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 10, 2015, regarding the above-referenced account. 
 
T-Mobile regrets that Ms. [redacted] is dissatisfied with our response to your office.  As previously stated, Ms. [redacted] sent her Equipment Installment Plan (EIP) reimbursement information to T-Mobile on May 23, 2015.  On June 19, 2015, T-Mobile declined Ms. [redacted]’s request as the handset traded-in to T-Mobile was physically damaged.  As stated in the terms of the reimbursement, the handset must be in good working order to qualify for the reimbursement.
 
T-Mobile thanks Ms. [redacted] for providing copies of a Chat transcript she had with T-Mobile in regards to the trade-in device.  In the Chat Ms. [redacted] was advised her handset must meet the inspection requirements to be eligible for a full reimbursement. 
 
T-Mobile contacted Ms. [redacted] on July 20, 2015, and amended our previous offer.  T-Mobile agreed to apply a $200.00 bill credit to Ms. [redacted]’s account if she provides a copy of the final billing statement from her previous carrier showing the remaining EIP balance.  We are happy to report Ms. [redacted] has accepted this offer as a resolution to her concerns.  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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Jason M[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: T-Mobile has taken of the issue already, Thank you.
Sincerely,
[redacted]

March 10, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 25, 2017, regarding the above-referenced account.  Please be advised that [redacted] is an authorized user on [redacted] account.   T-Mobile records indicate that on March 30, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S Plus handset.  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 Ms. [redacted] personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.25.    Please be advised that on September 9, 2016, Ms. [redacted] purchased an Apple iPhone 7 Plus handset on EIP and requested to trade in an Apple iPhone 5 handset. Please be advised that a Jump! upgrade was not preformed and as such the Apple iPhone 6S Plus handset’s EIP remained on Ms. [redacted] account.   Upon further research of this matter, T-Mobile records confirm the return of the Apple iPhone 6S Plus to our return warehouse on October 21, 2016. Please be advised that on January 27, 2017, T-Mobile removed the EIP associated with the Apple iPhone 6S Plus with a credit in the amount of $406.24 that was applied to the account on February 26, 2017. Additionally, on March 2, 2017 credits totaling $125.00 were applied to Ms. [redacted] account for the previously charges EIP on the Apple iPhone 6S Plus handset. Ms. [redacted] account remains active with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].     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.   Meagan J[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]

August 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 August 26, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to her Samsung Galaxy Note 4 and appreciates the opportunity to respond to her concerns. Please be advised that Ms. [redacted] purchased a Samsung Galaxy Note 4 handset in white on October 27, 2014. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a new or like new replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Additionally, on October 27, 2014, Ms. [redacted] elected to add the Jump! 2 feature to her line ending in [redacted], which for $12.00 per month provides insurance and an extended warranty should the handset experience a software concern. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on August 14, 2016. Please note that due to limited availability of the Samsung Galaxy Note 4 she was provided with an upgraded model; the Samsung Galaxy Note 5 handset in white. Further, this particular model was on a shipping delay of approximately 7 days. On August 19, 2016, Ms. [redacted] reported to T-Mobile that she was unsatisfied with the option of the Samsung Galaxy Note 5 handset replacement model that was ordered previously. In an effort to accommodate her request a Samsung Galaxy Note 4 handset in white was ordered. Regrettably, due to low availability this particular device is currently backordered. At this time there is an estimated time of shipping of September 2, 2016; however, that is subject to change. Please note that on August 22, 2016, the replacement device of the Samsung Galaxy Note 5 handset was delivered to the T-Mobile retail location and was available for pick up. As indicated in the letter to your office, upon Ms. [redacted] contacting T-Mobile customer care, it was suggested that she accept the exchange for the Samsung Galaxy Note 5 handset until the Samsung Galaxy Note 4 is shipped. On August 26, 2016, Ms. [redacted] visited the T-Mobile retail location and completed the limited warranty exchange for the Samsung Galaxy Note 5 handset. It is important to note that T-Mobile does not compensate for a customer’s time spent to resolve a concern. However, in an effort to resolve Ms. [redacted]’s concerns, upon speaking with her on August 29, 2016, T-Mobile issued a one-time courtesy credit to her account in the amount of $50.00 resulting in an updated balance of $249.98 which is due on September 15, 2016. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. 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

Complaint: [redacted]
I am rejecting this response because: unfortunately this issue is not closed, I reviewed the new plan and there is an amount for extra data which is incorrect until I'm satisfied I will not agree to this plan.
Sincerely,
[redacted]

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 28, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], she confirmed that this matter has been resolved to her satisfaction.
On February 25, 2017, Ms. [redacted] activated a tablet line. T-Mobile records confirm that within the timeframe in which Ms. [redacted] activated her new line of service, she was not eligible to receive a promotion for the line to be free as no offers were available at that time.
In an effort to amicably resolve the matter and upon speaking with Ms. [redacted] on May 4, 2017, T-Mobile offered to approve the tablet line under a promotional offer, resulting in a monthly credit of $25.00 for her monthly access charges. Additionally, a one-time bill credit in the amount of $50.00 was issued to the account for charges associated with the billing statements dated March 23, 2017, and April 23, 2017. This left Ms. [redacted]’s remaining account balance to be $175.91 which consists of monthly access charges, taxes and fees, as well as Equipment Installment Plans (EIP’s) due on May 15, 2017. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved, and has no further concerns. 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.
Adrianne F[redacted]
Executive Response

December 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
 To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 20, 2017, regarding the above-referenced account.
T-Mobile regrets any continued billing concerns [redacted] has experienced. As detailed in our letter to your office dated August 28, 2017, [redacted]’s account reflected a past due balance of $1,433.16, which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxes. Following a conversation with our Executive offices on August 23, 2017, T-Mobile offered to accept the return of the two Apple iPhone 7 handsets leased through our JUMP! OnDemand (“JOD”) offering, as well as the Samsung Galaxy S8 handset, the Galaxy Gear S Frontier wearable device, and the charging stand accessory purchased using our Equipment Installment Plan (“EIP”) offering for credit of the remaining balance of each item received, totaling $1,417.17. [redacted] accepted this offer, and T-Mobile provided a prepaid mailing label to return the equipment.
Upon further review, T-Mobile On September 1, 2017, T-Mobile received the two Apple iPhone 7 handsets, and the Samsung Galaxy S8 handset. However, the Galaxy Gear S3 wearable device and the charging accessory were not received. As such, above referenced credits were not issued.
Regretfully, [redacted]’s account was cancelled on November 26, 2017, for non-payment. As such, [redacted]’s JODs and EIP were accelerated and billed to the account.
[redacted] was sent a final billing statement in the amount of $3,134.04, which consisted of a past due balance of $1,651.82 for services form May 2, 2017, through November 26, 2017, the accelerated equipment charges of $1,492.75, and credits of $10.53 for previously billed taxes.
After speaking with [redacted] on December 21, 2017, and in an effort to fully resolve [redacted]’s concerns, T-Mobile issued a credit of 3,134.04 for the equipment monthly recurring charges for services form May 2, 2017, through November 26, 2017. As of the date of this letter, [redacted]’s account remains cancelled and reflects a zero balance. T-Mobile regrets any inconvenience to [redacted] and we appreciate the opportunity to address her 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 [redacted]

June 16, 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 2, 2016, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any ongoing concerns Mr. [redacted] has experienced in regards to his equipment purchases and T-Mobile’s 2016 Friends and Family 2 Lines On Us promotional offer. As stated in our previous letters to your office, under the file number [redacted], dated May 30, 2017, and file number [redacted], dated June 12, 2017, on November 21, 2016, Mr. [redacted] activated the Mobile Internet (“MI”) numbers ending in [redacted] and [redacted]. Please note that from November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or qualifying Simple Choice rate plans could get up to two additional lines for free, via bill credits, through the 2016 Friends and Family 2 Line On Us promotional offer. T-Mobile records confirm that Mr. [redacted]’s account is receiving a bill credit of $25.00 per month, for both numbers ending in [redacted] and [redacted].
Please note that at the time of activation, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a ZTE SyncUp and Drive Black device on the line ending in [redacted]. Mr. [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $6.25. Please note that from November 18, 2016, to February 28, 2017, eligible customers who activated a new MI line or already had an existing MI line with a 2 GB or higher rate plan could get a free T-Mobile SyncUp Drive device when purchased on EIP, via monthly bill credit. Records confirm that Mr. [redacted]’s account is receiving a bill credit of $6.25 per month, making the device free of charge.
On the same day, Mr. [redacted]’s MI line ending in [redacted] was subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $35.00, plus taxes, per month. As this line is bundled on an account with other voice lines of service, Mr. [redacted]’s account receives a $10.00 monthly bill credit for the line of service, reducing the monthly recurring charges to $25.00. Please note that T-Mobile has offered to reduce the rate plan on this line to the SyncUp and Drive basic plan for $5.00, plus taxes per month, which would allow the line of service to remain compatible with the promotions, and therefore, Mr. [redacted]’s account would continue to receive the promotion. Additionally, as a courtesy, T-Mobile would also apply a credit to Mr. [redacted]’s account for the charges assessed to his account for the line of service, since the date of activation.
At the time of activation of the MI ending in [redacted], Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an Alcatel Linkzone Hotspot device. Mr. [redacted] was not required to remit a down payment; however, he agreed to a series of 24-monthly installments of $3.34. Please note that from November 4, 2016, through December 13, 2016, eligible customers who activated a new MI line or have an existing MI line with a 2GB or higher rate plan, including T-Mobile ONE, could get a free Alcatel Linkzone Hotspot when purchased on EIP, via bill credit. Records confirm that Mr. [redacted]’s account is receiving a monthly bill credit of $3.34 making the device free of charge.
At the time of activation, Mr. [redacted]’s MI line ending in [redacted] was subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $35.00, plus taxes, per month. As this line of service is bundled on the account with other voice lines of service, Mr. [redacted]’s account receives a $10.00 monthly bill credit for the line of service, reducing the monthly recurring charge to $25.00. Please note that T-Mobile has offered to reduced Mr. [redacted]’s rate plan to the Simple Choice Mobile Internet 2GB rate plan for $10.00, plus taxes, per month, after monthly bundle bill credit. Additionally, T-Mobile will apply a credit to Mr. [redacted]’s account for the difference in the charges for the rate plan that has been billed and the new monthly recurring charges, since the date of activation.
Please be advised that Mr. [redacted] has declined both above offers. Therefore, in an effort to amicably resolve the matter, T-Mobile will allow Mr. [redacted] to return the above-mentioned equipment, within 30-days of this letter, in good working condition, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: [redacted]
Upon receipt of Mr. [redacted]’s equipment, T-Mobile will apply a credit of $112.49, to the remaining EIP balance of the ZTE SyncUp and Drive device, reducing the balance owed to zero. Additionally, T-Mobile will cancel the lines ending in [redacted] and [redacted] and apply a credit to Mr. [redacted]’s account for the monthly recurring charges assessed to his account from the date of their activation.
Records confirm that on December 12, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone 6s Plus Gray 32GB handset with 32GB of memory. Mr. [redacted] was not required to remit a capital cost reduction payment. However, Mr. [redacted] agreed to a series of 18-monthly installments of $27.00. Records confirm that on May 19, 2017, T-Mobile confirmed the receipt of Mr. [redacted]’s handset. Therefore, on that day, T-Mobile closed Mr. [redacted]’s remaining JUMP! On Demand lease balance and issued a credit of $61.92 to Mr. [redacted]’s account for the monthly lease payments.
Please note that from January 30, 2017, through February 7, 2017, T-Mobile offered the Samsung Galaxy S7 and Galaxy S7 Edge Netflix offer. As part of this offer, customers who purchased a Samsung Galaxy S7 or S7 Edge handset could receive a one-year subscription to Netflix’s streaming service. Customers were required to submit for a single-use code on www.SamsungPromotions.com/WinterNetflix. Once customers receive their single-use code for a free year of Netflix via email, they must submit online at www.Netflix.com/SpecialOffers by March 31, 2017, to receive their free year of Netflix. T-Mobile records confirm that Mr. [redacted] did not purchase a Samsung Galaxy S7 or S7 Edge handset during the promotional timeframe. Should Mr. [redacted] have any supporting documentation that he would like to submit in order for our office to consider providing him with a credit to his account to utilize towards the purchase of a one-year subscription to Netflix, he may do so within 30 days of this letter, directly to my attention at [redacted].[redacted]@T-Mobile.com.
On April 3, 2017, Mr. [redacted] utilized T-Mobile’s JUMP! On Demand lease option with the lease of an LG G6 handset, with the IMEI number of [redacted]. Mr. [redacted] was not required to remit a capital cost reduction payment; however, he agreed to a series of 18-monthly installments of $29.00. Please note that although T-Mobile has no records of Mr. [redacted]’s handset being received at the National Return Center (“NRC”) or to the retail store he leased the handset from, on May 19, 2017, T-Mobile blocked the IMEI number of the above-referenced device, closed the remaining JUMP! On Demand lease balance and applied a credit of $29.41 to Mr. [redacted]’s account for the April 20, 2017, billing statement. As Mr. [redacted]’s account had a balance owed of $326.23 for the April 20, 2017, billing statement, his balance was reduced to $296.82.
Please note that on May 4, 2017, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an LG G6 Ice Platinum handset. Mr. [redacted] was required to remit a down payment of $20.00 and then agreed to a series of 24-monthly installments of $20.00.
T-Mobile records confirm that this handset remains in use on Mr. [redacted]’s mobile number ending in [redacted]. Therefore, T-Mobile respectfully declines applying a credit to Mr. [redacted]’s account for this handset.
Additionally, on May 16, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an Apple iPhone 6s Plus Gray 64GB handset. Mr. [redacted] was required to remit a down payment of $144.28 and then agreed to a series of 24-monthly installments of $29.41. Upon further investigation, T-Mobile has determined that this handset is still in use on Mr. [redacted]’s mobile number ending in [redacted]. Therefore, T-Mobile respectfully declines Mr. [redacted]’s request for additional credit toward the EIP balance.
Please note that T-Mobile does not offer a Google home device. T-Mobile would like to address Mr. [redacted]’s concerns. Therefore, T-Mobile requests that Mr. [redacted] clarify the make and model of the equipment he states that was lost so that we may better assess how to support Mr. [redacted] in finding a resolution to his concerns.
It is important to note 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. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile would like the opportunity to address Mr. [redacted]’s billing concerns as we are unable to identify what specific charges Mr. [redacted] is disputing. Therefore, should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below or by email at [redacted].[redacted]@T-Mobile.com.
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.
[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

May 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his handset return. On November 25, 2016, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy S7 32 gigabytes (“GB”) handset with International Mobile Equipment Identifier (“IMEI’) number [redacted] under the line ending in 1358. At the time of purchase, Mr. [redacted] traded-in a Samsung Galaxy S6 64GB handset for a trade-in value of $118.00 which was used to pay the taxes on the purchase and the remaining $28.78 was applied as a bill credit to the account. Also, Mr. [redacted] agreed to a series of 24 monthly installments in the amount of $28.75.
Following, on December 31, 2016, Mr. [redacted] activated the mobile number ending in 0871 and again took advantage of a separate EIP with the purchase of a Samsung Galaxy S7 32GB handset bearing IMEI number [redacted] under the newly activated line. Mr. [redacted] paid the sales taxes of $67.27 and accepted 24 monthly installments of $28.75.
Upon review, the Samsung Galaxy S7 handset with IMEI number [redacted] is in use under the line ending in 1358 and the Samsung Galaxy handset with IMEI number [redacted] was confirmed received on January 25, 2017, by T-Mobile.
In an effort to amicably resolve this matter, on May 6, 2017, T-Mobile closed the remaining EIP balance for the Samsung Galaxy S7 handset with IMEI number [redacted] and will credit its remaining balance once the charge reflects on Mr. [redacted]’s account. Additionally, credits totaling $113.25, for the previously billed Samsung Galaxy S7 EIP monthly installments, were issued to the account. As a gesture of goodwill, an additional credit of $97.50 was issued to the account bringing the account to a zero balance. We regret any inconvenience to Mr. [redacted] and appreciate his business.
Please be advised that Mr. [redacted]’s is subscribed to the T-Mobile ONE Two Lines All Inclusive rate plan for $110.00 per month. Additionally, he has two active EIP for one Samsung Galaxy S7 32 gigabytes (“GB”) handset and one iPhone 7 1268GB handset with monthly installments totaling $55.84. As Mr. [redacted]’s account is enrolled into AutoPay, he receives a $5.00 per line AutoPay discount per month. Also, the account is enrolled into the 2016 November Samsung Galaxy S7 offer and receives a promotional EIP bill credit of $23.84 per month. Based on the above, Mr. [redacted]’s estimated monthly recurring charges are $132.00 including bill credits, taxes, and fees.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

November 13, 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 a letter dated November 7, 2015, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] Travel with [redacted] as a designated authorized user. As Ms. [redacted] was not reflected as an authorized user on the account, on November 12, 2015, T-Mobile contacted Ms. [redacted] and she designated Ms. [redacted] as an authorized user of the account. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. T-Mobile records confirm that Ms. [redacted] ported in her mobile number ending in [redacted] on November 21, 2014. There are several requirements that must be met in order to be eligible for the reimbursement. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan. In review of the account Ms. [redacted] did not traded-in a device at the time of activation and did not purchase a T-Mobile device at the time of activation. Therefore, Ms. [redacted] did not qualify for reimbursement of her early termination fees. A review of Ms. [redacted]’s early termination fee submission reflects that T-Mobile first received Ms. [redacted]’s early termination fee documents on May 8, 2015, passed the 60 calendar days allotted timeframe causing an immediate denial. On November 12, 2015, T-Mobile verified her original submission and confirm that she was billed a $95.00 early termination fee from her previous service provider. Although it is T-Mobile’s position that Ms. [redacted]’s mobile number ending in 6868 did not met the eligibility requirements for our Carrier Freedom promotion, on November 12, 2015, T-Mobile processed a reimbursement card in the amount of $95.00 for Ms. [redacted]’s early termination fee. Please allow seven to ten business days for delivery to the address Ms. [redacted] provided on her correspondence to your office. 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. Maggie R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I don't believe my concerns were ever addressed regardless of whether I chose to deal with the company or not.Regards,
[redacted]

August 17, 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 3, 2017, regarding the above-referenced account.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding T-Mobile’s 2017 Samsung Buy One Get One offer. From May 12, 2017, through May 24, 2017, eligible customers who purchased two Samsung Galaxy S8 devices on T-Mobile’s Equipment Installment Plan (“EIP”) offering and activated a new line, could get a Samsung Galaxy S8 device free after rebate. T-Mobile records confirm that Mr. [redacted] purchased two Samsung Galaxy S8 devices on May 22, 2017, using T-Mobile’s EIP offering. Regretfully, as Mr. [redacted] paid off his EIP for his equipment prior to being approved for the rebate he was no longer qualified for this promotion.
Nevertheless, in an effort to amicably resolve this matter, on August 7, 2017, T-Mobile issued a refund in the amount of $750.00 in the form of a prepaid debit card to the billing address on file. This refund represents the $750.00 cost of one of the Samsung Galaxy S8 devices. Please note it may take seven to ten business days to receive the refund in the mail.
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.
Zachary S[redacted]
Executive Response

September 1, 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 23, 2017, regarding the above-referenced account.  We are glad to report that upon speaking with Mr. [redacted], he confirmed that his concerns have been resolved to his satisfaction.   T-Mobile is sorry to hear of Mr. [redacted]’s concerns with the redemption of our most recent T-Mobile Tuesdays gift.  T-Mobile Tuesdays is our way of giving customers the proper thanking they deserve for being with T-Mobile.  Every week customers will receive three free gifts and the chance to win one of three amazing prizes from our Featured Partner of the week.   On August 22, 2017, T-Mobile Tuesdays offered a free Meineke basic oil change with a $24.95 value at a participant Meineke Car Care Center.  It is important to note that not all Meineke Car Care Centers locations were participating in this offer.    On August 24, 2017, T-Mobile contacted Mr. [redacted] and although Mr. [redacted]’s local Meineke Car Care Center was not participating in this offer, in an effort to amicably resolve this matter, T-Mobile issued a onetime bill credit to Mr. [redacted]’s account in the amount of $75.00 equivalent to the three unredeemed free oil change.  Mr. [redacted] accepted as full resolution to his concerns.  T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns and 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.   Maggie R[redacted] Executive Response

September 26, 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 September 16, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that on December 20, 2013, Mr. [redacted] activated service with mobile number ending in 6959. Further records confirm that Mr. [redacted] was subscribed to our now grandfathered Simple Choice plan for $80.00 for unlimited Talk, Text and Web before taxes and applicable fees. Please be advised that this account was a Special-Dealer account and received a 75% monthly discount.
T-Mobile records confirm that Mr. [redacted] canceled his account on July 30, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 24th of one month to the 23rd 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 August 23, 2017.
Mr. [redacted]’s final billing statement was from July 24, 2017, through August 23, 2017, in the amount of $49.31 due September 16, 2017. Our records reflect that on September 14, 2017, Mr. [redacted] remitted payment in the amount of $49.31 leaving the account with a zero balance.
To amicably resolve this matter, on September 19, 2017, T-Mobile agreed to refund Mr. [redacted] $49.31. Please be advised that the account remains closed with a zero balance. Mr. [redacted] has accepted this offer and has been advised to allow up to three business days to be deposited back into his financial institute.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

April 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 11, 2017, from [redacted] regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting Ms. [redacted] regarding her correspondence to your office. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care at 1-800-937-8997.
Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to 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.
Mercedes V[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