T-Mobile Usa Inc

May 3,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that *** ** *** and *** *** are one in the sameT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfaction
T-Mobile regrets any concerns Mr*** has experienced regarding his participation in a T-Mobile promotional offerT-Mobile records confirm that, on November 20, 2017, Mr*** activated the mobile numbers ending in *** and ***Records confirm that, on January 27, 2017, Mr***’s account was approved to receive the Friends and Family Two Lines on Us promotional offer wherein he would receive monthly bill credit for the cost of the mobile numbers ending in *** and *** while maintaining promotional eligibilityIt is important to note that it can take up to two billing periods from the date of enrollment for the monthly credits to appear on the billing statement
According to our records, on March 10, 2017, due to an administrative error, Mr***’s lines of service were subscribed to the T-Mobile ONE individual rate plan for $monthly per lineIn an effort to resolve the matter, on April 10, 2017, Mr***’s account was subscribed to the T-Mobile ONE family rate plan which starts at $for four lines of service
On April 14, 2017, pursuant to Mr***’s request the mobile numbers ending in *** and *** were cancelledAs such, Mr***’s account will not receive the Friends and Family offerAdditionally, at that time, in an effort to resolve the matter, T-Mobile applied a courtesy credit in the amount of $toward Mr*** account
Nevertheless, in a continued effort to amicably resolve the matter and upon speaking to Mr***, on April 25, 2017, T-Mobile offered to change his rate plan to his previous Simple Choice Family Match Unlimited Talk, Text, and gigabytes of High-Speed Data for two lines starting at $per month before monthly equipment installment plan installments, applicable taxes, and feesThis change will take effect, on May 10, Additionally, T-Mobile applied a credit in the amount of $toward Mr*** account which reduced his balance to $which was due on May 2, Pursuant to our conversation, Mr*** confirmed the matter is resolved and he has no further concernsT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response

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

May 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced in regards to his T-Mobile accountT-Mobile records reflect that Mr*** activated his account with one voice line of service on December 12, On December 13, 2016, Mr*** activated a Mobile Internet (“MI”) line and subscribed to the Simple Choice North America Family 2GB rate plan where for $a month, Mr*** would receive 2GBs of high speed data at up to 4G/LTE speeds depending on device capability
Please be advised that Mr***’s account is billed by a system known as “bill current”This means that charges for a Mr***’s rate plan are billed in advance of the service being provided and become due within that billing cycleIt should be noted that as the MI line of service was activated on a different day as the voice line, Mr*** was not charged for his MI line of service on his first billing statementTherefore, Mr***’s following billing statement will reflect charges for his MI line of service for the billing periods of December 14, 2016, through January 13, 2017, and January 14, 2017, through February 13,
T-Mobile records confirm that on December 14, 2016, Mr*** was properly verified at a T-Mobile store and his MI rate plan was changed to our new T-Mobile ONE rate planAs Mr*** new billing cycle had already started, the new plan was future dated and programmed to take effect on Mr***’s next billing cycle which was on January 14,
A review of the account confirms that Mr***’s payment that was due on March 6, 2017, was not received on timeT-Mobile provided Mr*** with text messages and a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr*** made a payment on March 14, 2017, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service
Please be advised that as a courtesy to Mr***, on April 6, 2017, T-Mobile waived one of the two restore fees that were assessed to Mr***’s accountAdditionally T-Mobile applied a $credit
Upon speaking with Mr*** on May 2, 2017, T-Mobile has informed Mr*** that charges assessed to his account are valid and owedHowever, as a courtesy to Mr***, T-Mobile offered a one-time $credit to help cover the second restore fee and any inconvenience that situation may have causedPlease be advised that Mr*** has accepted our offerT-Mobile regrets any inconvenience to Mr*** and we appreciate his business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan B***
Executive Response

November 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May
Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 3, 2015, regarding the above-referenced accountPlease be advised that Mr*** ***, is also an authorized user on Ms***’s account and now has his own account numberDue to security, T-Mobile will not release any information in regards to Mr***’s account information since Ms*** is not an authorized user on Mr***’s accountT-Mobile regrets any concerns to Ms*** and Mr*** ***, the new owner of the mobile number ending in ***, in regards to the JUMP! On Demand lease optionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms*** and Mr***’s recent contact with our sales officeJUMP! On Demand provides customers some of the lowest-out-of-pocket expense when getting a new device along with a low monthly costT-Mobile records indicate that on July 15, 2015, Ms*** processed a JUMP! on demand lease option for an *** *** Plus gray 64GBMs*** was required to pay a capital cost of $and agreed to monthly lease payments of $On August 18, 2015, Ms*** gave T-Mobile permission to process a Change of Responsibility, (COR) for the mobile number ending in On August 28, 2015, Mr*** took ownership of the mobile number ending in On August 29, 2015, Mr*** accepted an Equipment Installment Plan (EIP) transfer of his handset accessoriesT-Mobile regrets any confusion; however, the JUMP! On Demand Lease was not transferred as lease balances are not allowed to be transferred between accountsHowever, in an effort to amicably resolve this matter, on November 10, 2015, upon speaking with Ms*** and Mr***, Mr*** agreed to pay off the remaining payoff lease purchase price for his *** *** PlusThe remaining payoff lease purchase price was a total of $On November 11, 2015, Mr*** made a payment in the amount of $and T-Mobile agreed to apply a courtesy credit for the remaining amount of $to Ms***’s accountMs***’s JUMP! On demand lease for the *** *** Plus is now closedAs an additional courtesy, T-Mobile applied a courtesy credit of $to Ms***’s accountAs of November 11, 2015, Ms***’s account balance is $137.11, which consists of her monthly access charges from September 17, through October 16, and applicable taxesT-Mobile placed Ms***’s account on hold for payment until December 8, Please note that Ms*** will see the payments, credits, and charges for the lease on her next billing statement dated November 17, Both parties accepted this as a resolution to this matterT-Mobile regrets any inconvenience to Ms*** and Mr*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCLeah T*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs I told T-Mobile I called them on 4/12/that my daughter would be going on her own service, when they did not port her number she had to buy a new sim cardso to say her number was never canceled is not true, I called and informed them which led to me leaving their serviceSo as I do agree to them removing the charges I find the reason they give a lie....they were told she left, then I told them I was done with the problems of hours on the phone and information and I was leaving....so I leftThey were notified before my 5/4/payment ran out
Sincerely, *** ***

April 10,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** *** ***
Your File No***
T-Mobile Account
No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 27, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Ms***’ concern to her satisfaction
T-Mobile regrets Ms***’s concerns regarding her participation in T-Mobile’s Carrier Freedom offerWith Carrier Freedom, consumers can get reimbursed for their current carrier's early termination fees or device payment plan remaining balances (“cancellation costs”) as tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devicesConsumers can get up to $per line, based on the cancellation fees reflected on the previous carrier's final billing statementEach line for which reimbursement is requested must be ported in from another carrier, have a device traded-in, and a new T-Mobile device purchased for use on that mobile number
Our records confirm that Ms*** met all the requirements for her four mobile lines of serviceHowever, the billing statement Ms*** provided to T-Mobile from her previous carrier on February 22, 2017, did not reflect any billed fees for switching to T-Mobile and was respectfully declined any refund
On April 7, 2017, Ms*** was able to provide an unaltered final billing statement from her previous carrier reflecting $2,in equipment charges from her previous carrierT-Mobile records confirm that at the time of activation on December 5, 2016, Ms*** received a total trade in credit of $for her trade-ins and thus is due a refund in the amount of $1,On April 7, 2017, T-Mobile processed a Carrier Freedom reimbursement in the amount of $1,via a prepaid refund card which Ms*** should allow seven to ten days for deliveryT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Oscar T*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to put on record that I requested a phone call after 430pm via email on Nov 4thbut never received a callI do appreciate MrP*** effort in resolving this issue and I will call today to completely resolve this issue after 430pm when I leave the office.Sincerely, *** ***

Complaint: ***
I am rejecting this response because: The issue has not been resolvedthey are not willing to do anything and I am not satisfied with what they said..
Sincerely,
*** ***

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

February 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated February 24, 2016, regarding the above-referenced accountT-Mobile appreciates Ms***’s feedback regarding additional payments made towards T-Mobile’s Equipment Installment Plan (“EIP”) program and regrets any misunderstanding when making additional monthly EIP payments on her accountT-Mobile has reviewed Ms***’s February 4, 2016, billing statementT-Mobile records confirm that Ms*** chose to pay off the EIP balance totaling $for the iPhone TImpact Check Smoke accessory on January 22, Please note that when a payment is made towards an EIP balance, the amount to be paid is removed from the specified EIP balance and added to the T-Mobile account balance where it is paidTherefore, in addition to the rate plan charges totaling $plus taxes, fees, and the monthly EIP charges totaling $28.53, Ms*** had an additional EIP charge of $added to the bill bringing the current balance to $due by January 25, T-Mobile records indicate that Ms*** had a past due balance of $due immediatelyT-Mobile regrets any confusion regarding the EIP payment processIn an effort to amicably resolve this matter, T-Mobile has applied a credit of $for late fees incurred for the last three billing statementsAs of the date of this letter, Ms***’s T-Mobile account reflects a balance of $that is currently due on February 25, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC*** *** Executive Response

February 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 17, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience regarding Ms***’s customer service interactionAs previously stated in our response on February 8, 2016, Ms*** participated in T-Mobiles JUMP! On DemandJUMP! On Demand is a lease program that breaks a phone’s cost down into equal monthly payments with zero down upfront, upon approved creditAs previously advised T-Mobile records confirm that on August 17, 2015, Ms*** obtained an Apple iPhone 16GBMs*** agreed to make 18-monthly payments of $per monthShould Ms*** opt to purchase the device the cost is $In review of the account T-Mobile did not locate records that Ms*** was advised the payoff value would be $As a courtesy to Ms***, on February 8, 2016, T-Mobile issued a credit of $equivalent to the difference between $and the purchase price of the cost referenced aboveAdditionally, T-Mobile issued a credit in the amount of $to Ms***’s accountPlease note that Ms***’s account remains active with a balance of $T-Mobile regrets any inconvenience that Ms*** experienced while attempting to process a payment to pay off her handsetPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe regret any inconvenience this may have caused Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCRuben A*** Executive Response

June 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No*** T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 3, 2017, regarding the above-referenced account
T-Mobile regrets any concerns that Ms*** may have experienced regarding her accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ recent contact with our retail location and Customer Care
T-Mobile appreciates the opportunity to respond to Ms***’ concerns regarding her refundOur records reflect that on May 17, 2017, Ms*** attempted to take advantage of our Samsung Galaxy SBOGO offer when she qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Sdevices
Further records confirm that on June 1, 2017, T-Mobile received the two Samsung Galaxy ShandsetsAccordingly, T-Mobile closed the above EIPsHowever, due to an administrative error Ms*** has not been refunded the $and $payments remitted at the time of purchase
T-Mobile would like the opportunity to provide Ms*** with the $refund in the form of a refund debit card or directly to her bank accountMs*** is welcome to contact me at the number listed below and or via email at *** to receive this refundAs a courtesy and in an effort to amicably resolve this matter, T-Mobile has issued a credit of $equal to one month of service, minus any EIP charges, which has left the account with a credit balance of $
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris L*** Executive Response

August 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 16, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr*** concerns to his satisfactionT-Mobile recognizes the importance of customers fully understanding the terms of our promotional offers prior to acceptance and we regret any confusion or inconvenience Mr*** may have experienced in regards to our Best Family Plan with Samsung Galaxy Phones On Us offerFrom July 13, to July 21, 2016, customers who signed up for select Family Match rate plans were able to qualify for a free Samsung Galaxy Onor Samsung Galaxy JThis offer required customers to change to a qualifying rate plan and purchase the devices via our Equipment Installment Plan (“EIP") optionThey would then receive credits on their monthly billing statements to offset the cost of the installmentsT-Mobile records confirm that, on July 14, 2016, Mr*** took advantage of our EIP offering with the purchase of six (6) Samsung Galaxy JdevicesBased on the promotion at the time of Mr*** purchase, he was not required to make a down paymentMr*** then agreed to a series of monthly installments in the amount of $per device for a monthly total of $60.00, which appeared on the first bill following the purchase of the deviceMr*** spoke with T-Mobile’s Customer Service department on August 15, at which time he was informed he did not qualify for the promotional offer as he was not on a qualifying rate planMr*** was offered the option to return the devices outside the return period to have the EIP closed and no further installments incurred, however this offer was declinedOn August 17, 2016, T-Mobile’s Executive Response Team spoke with Mr*** and again discussed the option of returning the devices to have the EIP closed; it was at this time we learned all but one of the devices were no longer in his possessionMr*** confirmed he had shipped this remaining device back to T-Mobile to have the cost refundedT-Mobile feels we have, in good faith, offered Mr*** an option to return the devices outside the return period however this is not possible and that is not due to any fault on our partIt is T-Mobile’s position that Mr*** is being accurately billed for the equipment he purchased on July 14, and no compensation is dueNevertheless, in order to provide a truly Un-carrier experience and due to Mr*** excellent account status, T-Mobile has agreed to apply a onetime credit of $to the account which is equivalent to approximately one half of the cost of the EIPT-Mobile has also noted that, upon receipt of the returned device, and after it has been confirmed to be in good working condition, with no physical or liquid damage, we will apply a credit of $to offset the cost of the returned device and close the associated portion of the EIPBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCLiana G*** Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr*** on July 13, 2015, and he confirmed that his concerns have been resolved to his satisfactionThe issue with www.T-Mobile.com has been resolved and we successfully registered Mr*** online accountAs previously advised, on July 1, 2015, as a courtesy to Mr***, we applied a $credit to his account to bring his outstanding balance to zeroT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response

August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 11, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** has experienced regarding our Carrier Freedom offerAs indicated in Mr*** correspondence to your office, T-Mobile will now reimburse consumers’ remaining Equipment Installment Plan (EIP) balances of up to $per device tradat the time of activationPlease be advised that per the Terms and Conditions of T-Mobile’s Carrier Freedom initiative, payments provided by T-Mobile are received in two separate payouts by the customerThe first payout is the travalue for the handset based on the market value of the deviceT-Mobile records indicate that Mr*** agreed to a travalue of $for his Apple iPhone 64GB handset and $for his LG GhandsetT-Mobile records confirm that Mr*** May 29, activation transaction total was $371.76, which included equipment taxes, a $down payment and accessory purchasesAfter the application of the total travalue of $to the transaction, the remaining travalue of $was applied as an account creditPlease note that the second payout is calculated by subtracting the tracredit already provided to the customer from the total remaining EIP balance owed on the handsetIn order to qualify for the reimbursement portion of the payout for the accelerated EIP balances, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation Mr*** handsets had a total equipment payoff of $788.94, as confirmed with his previous service provider’s final billing statementDue to an inadvertent system error, Mr*** device reimbursement submission was deniedIn an effort to resolve this matter, T-Mobile applied an account credit of $327.94, in lieu of a prepaid refund card, for the device payoff balance dueMr*** account remains active with a credit balance of $T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at*** *** *** Very truly yours, T-MOBILE USA, INCPancho QExecutive Response

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** Family Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated February 24, 2016, regarding the above-referenced accountT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customerNevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family MobileWhile we do regret any ongoing concerns that Mr*** has with his account, Family Mobile’s position remains unchanged regarding Mr***’s Extras Pack refund requestExtras Pack purchases are non-refundablePlease note that the Extras Pack is shared by all lines on Mr***’s account and can be used by any of the lines on the above-referenced accountIt should be noted that Family Mobile does not have the ability to view usage through the Extras Pack, although it should be noted if Mr*** receives any text messages or picture messages in which our network recognizes as being international, he will be charged as such and no compensation will be provided for such chargesHowever as a one-time courtesy, Family Mobile has applied a credit of $toward his Extras Pack with the understanding that we will not be providing any further compensation relating to the Extras Pack chargesBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionIf you have any further questions please feel free to contact Family Mobile directly at: Family Mobile Customer Relations, P.OBox ***, Albuquerque, NM, Family Mobile Customer Service department is also available to assist from 6am - 9pm PST at 877-760-Very truly yours, T-MOBILE USA, INCMercedes B*** Executive Response

July 31,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** Your File No*** T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July, 17, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced regarding handsets utilized on the accountT-Mobile records reflect that Mr*** purchased an LG Kdevice on August 27, 2016, and on November 20, 2016, purchased an LG KBy purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his devicesDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageUpon speaking to Mr*** he confirmed he tested both LG devices in Chincoteague Island and they were not functioning while his other T-Mobile branded handsets worked
On July 7, 2017, Mr*** contacted Customer Care to discuss device replacement options for the two LG devicesMr*** was referred to a T-Mobile retail location for purchase optionsPlease be advised T-Mobile records do not support Mr*** was advised the LG devices would be exchanged for new devices
Although it is outside the allotted return period provided to the customer to return their non-working handset, in an effort to amicably resolve this matter, T-Mobile will allow Mr*** to return his non-working handsets directly to my attention within days of the date of this letter at:
Executive Response
Attention: Caroline F* Menaul BlvdNE
Albuquerque, NM
Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $for the LG Kand $for the LG Kand close out any Equipment Installment Plan charges for the LG KdeviceT-Mobile recommends that Mr*** return the handset via a traceable carrier and request a tracking number when shippingMr*** then has the option to purchase new equipment of his choice
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr*** recent contact with our retail location and Customer Care
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carolina F* Executive Response

Hello if I understand correctly the email is saying that I have a zero balance and they are waiting for a final billPlease let me know when everything is final with a final email for my record thank you for your response and investigation of the account.Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: this is lies - for a company that is my CELL phone provider you would think they would call my cellThey called my house one time on Friday June 3rd in the afternoonA message was left by a Brian at 877-290-ext *** and I bet he did not tell you that I have left him messages on Friday the 3rd, Monday the 6th and this morningI even asked him please call me back on my cell which they are the carrier of and I left the number of ***Shocking again T-Mobile and their lies and lack of customer care is coming throughSo please give me dates, times that you consider to be "Several" times??!! All I asked for is that someone please take a moment to listen to me instead you take a moment to lie - way to go. Sincerely,*** ***

Complaint: ***Please receive my greetings,
I am rejecting this response because: The FCC doesn't make any distinction in regards of the status of the account in their policies which are ruling law in this matter and on the other hand they are very clear when they say that "the old carrier may not delay or refuse to port a number even if that individual owes money for an outstanding balance or termination fee" (Please see https://www.fcc.gov/general/wireless-local-number-portability-wlnp#earlyfee for more information)I'm aware that T-Mobile have their own policies to deal with this kind of situations, however the Federal Communications Commission which is the governing entity in this matter dictate that there's no reason on "outstanding balance" to deny or delay the porting.I'm committed to honor my debt with T-Mobile as soon as I possible but that doesn't represent an obstacle for T-Mobile to release the numbers to my new carrier in anyway.I'll really appreciate if T-Mobile have the courtesy of release my numbers to porting and in that order I will gladly take back the claim I filed in the FCC. I hope we can find a way to work this out and I'm grateful that the company at least have my numbers on hold waiting for payment but I don't have have amount of money I owed them to pay them currently and believe me, I tried to get it in anyway possible. Sincerely,
*** ***