T-Mobile Usa Inc

July 14, 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 July 7, 2016, regarding the above-referenced account. T-Mobile is sorry to lose Ms. [redacted] as a customer and we regret hearing of her concerns with her accounts final balance and collection status. T-Mobile records confirm that Ms. [redacted] canceled her T-Mobile account on April 29, 2016, when she ported her mobile number ending in [redacted] to a different service provider. Ms. [redacted]’s billing cycle run from the 27th of one month to the 26th of the following month; in addition, Ms. [redacted]’s account was billed in arrears. 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, Ms. [redacted] was billed through May 26, 2016. In regards to Ms. [redacted]’s concerns with her monthly estimated service charges after the cancelation of one of her mobile numbers, records further confirm that Ms. [redacted] had two active lines of service, mobile number ending in [redacted] and mobile number ending in [redacted] that was canceled on April 7, 2016, pursuant to her request. It is important to note that Ms. [redacted]’s account was subscribed to T-Mobile’s Family Select Choice Unlimited Talk and Text rate plan for $50.00 for the first two lines. Please note that this was an exclusive highly discounted grandfathered promotional rate plan. T-Mobile’s individual rate plan will start at $50.00 per month for Unlimited Talk, Text and 2GB of data; as such, changing Ms. [redacted]’s rate plan to an individual plan would not have reduced her monthly service charges. Records confirm that Ms. [redacted] last remitted payment to T-Mobile on April 7, 2016, in the amount of $62.45 which was applied toward her monthly service charges for the billing period from January 26, 2016, through February 26, 2016. In reviewing Ms. [redacted]’s most recent billing statements our records confirm that Ms. [redacted]’s billing statement dated April 27, 2016, reflected a balance in the amount of $129.46, which consisted of monthly service charges for the billing periods from February 27, 2016, through April 26, 2016. Ms. [redacted]’s final billing statement dated May 27, 2016, reflected a balance in the amount of $187.37 which consisted of a past due balance in the amount of $129.46, and new service charges for the billing period from April 27, 2016, through May 26, 2016. Due to non-payment, on June 30, 2016, Ms. [redacted]’s account was transferred to third party collection agency Convergent Outsourcing Inc. to attempt to collect the past due balance and a collection fee in the amount of $46.84 was assessed to the account updating the account balance to $234.21. In an effort to amicably resolve this matter, on July 13, 2016, T-Mobile issued a credit to the account in the amount of $234.21 leaving the account with a zero balance. In addition, as an additional courtesy, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted] credit report to reflect the change. 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

November 3, 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 October 29, 2015, regarding the above-referenced account. Upon speaking with Mr. [redacted], T-Mobile learned that the incident at issue occurred while he was visiting an indirect dealer of T-Mobile service, Skye Wireless. Although T-Mobile is the service provider, Skye Wireless was the party with whom Mr. [redacted] purchased his equipment and had interaction with regarding this transaction. Nevertheless, T-Mobile takes allegations of misconduct seriously. We have forwarded this matter to Skye Wireless for further investigation and follow up. Rest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealers. T-Mobile records indicate that on August 23, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two [redacted] 6 plus devices and an [redacted] 6 device. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on his personal credit history at the time of Mr. [redacted] purchase, he was required to remit a payment of $684.93 after taxes. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $89.58. Additionally, on August 24, 2015, Mr. [redacted] participated in T-Mobile’s JUMP! On Demand program with a lease agreement for a [redacted] Note 5 device and agreed to 18 monthly installments of $29.00. Lastly, on August 25, 2015, Mr. [redacted] purchased a Logitech Boom accessory with no down payment but agreed to a series of 24 installments of $8.34. Please note, T-Mobile has no record of Mr. [redacted] being offered anything differently by the retail store and regrets any conflicting information he may have been provided by the store. It’s important to note on October 27, 2015, Mr. [redacted]’ financial institution backed out of the above-referenced payment, causing T-Mobile to create a charge on the account in the amount of $684.93 for the payment and $45.00 in returned payment fees. In regards to Mr. [redacted]’ concerns regarding his Early Termination Fee reimbursement, on October 20, 2015, Mr. [redacted] was approved for his Early Termination Fee reimbursement in the amount of $1,060.00. Please note it may take two to three weeks from the approval date to be mailed to Mr. [redacted]. Furthermore, the T-Mobile Signal Boosters are a group of unique and simple solutions that 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 Signal Boosters are T-Mobile owned devices. T-Mobile records reflect Mr. [redacted] requested a return kit for his device on September 25, 2015, and as the Signal Booster was not returned by October 25, 2015, there was a $289.00 non-return fee, plus applicable taxes, that was assessed to the account. In an effort to amicably resolve this matter for Mr. [redacted], on November 2, 2015, T-Mobile applied a credit to the account for the non-return fee of $312.13. Additionally, T-Mobile will allow Mr. [redacted] to return his five devices in acceptable condition to T-Mobile and T-Mobile will remove the remaining EIP balance of $2,589.07, and apply a credit in the amount of $684.93. The equipment can be mailed to me at the following address: [redacted] T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, charger and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned, such as the charger, a $20.00 restocking fee will be deducted from the credit offered above. If the equipment has sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. We also ask that Mr. [redacted] disable the “Find my [redacted]” application as T-Mobile cannot disable this application and the device will be returned to Mr. [redacted] if the application is enabled. In order to take advantage of this offer, Mr. [redacted] must have the equipment post marked for return no later than December 2, 2015. Should Mr. [redacted] fail to meet this date the offer shall be considered void and charges will be considered valid. Any remaining credit balance on the account after the credits are applied will then be mailed to Mr. [redacted] in the form of a prepaid debit card to his billing address within seven to ten business days of the receipt of his equipment. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

August 16, 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 regrets any inconvenience Ms. [redacted] experienced in regards to the activation of her 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 Ms. [redacted]’s recent contact with our retail location.   T-Mobile records indicate the account was activated on June 30, 2017, under the T-Mobile One promotion to include two lines for $110.00.  Please be advised that starting on May 31, 2017, T-Mobile offered that [redacted] customers who port over to T-Mobile as part of our Carrier Freedom program can now do so without having to give up their phone.  Please note in order for reimbursement the following qualifications must be met.  The new customer must activate new service on a voice line (or add a line) with T-Mobile, port in the existing [redacted] number, port-in must happen after taking the Equipment Installment Plan (“EIP”) screenshots, bring over one of the qualifying devices, enroll in the $15 Bring Your Own Device insurance bundle, and submit for reimbursement within 30 days of activation.   As of the date of this letter, the proper documentation has not been received for Ms. [redacted]’s account.  However, in an effort to offer an amicable resolution, Ms. [redacted] may contact me at the below listed extension or email with the final bill from [redacted] and we will honor the promotion.  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] or [redacted].[redacted]@T-Mobile.com.   Very truly yours,     T-MOBILE USA, INC.   Jessica G[redacted] Executive Response

May 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 May 1, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact [redacted] which have proven unsuccessful. As such T-Mobile will make every effort to address [redacted]’ concerns within this letter
T-Mobile sincerely regrets any inconvenience [redacted] experienced regarding our iPhone 7 Trade Up promotion. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. If a customer chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
T-Mobile records confirm that on September 15, 2016, [redacted] placed an order for an iPhone 7 128 GB device. However, our records do not confirm any trade-in associated with the order at the time of creation. On December 8, 2016, Customer Care offered to send a label for return of an iPhone 6 device in effort to honor the promotion.
Regretfully, on April 14, 2017, [redacted] cancelled the T-Mobile account. At the time of cancellation, the iPhone 7 device EIP remaining balance became due in full in the amount of $487.46. These charges combined with an existing account balance to create a final bill in the amount of $801.96.
T-Mobile records do confirm that an iPhone device was received with the supplied trade in label. In effort to amicably resolve this matter, T-Mobile has adjusted the final billed EIP charges for the iPhone 7 device in the amount of $487.46. T-Mobile also adjusted monthly billed EIP charges in the amount of $165.00 which was the anticipated trade in credit amount for the returned iPhone 6 device. This was a total adjustment of $652.46 which was aligned with the maximum offer of the promotion.
As an additional courtesy, T-Mobile waived the final billed service charges in the amount of $151.96. Following the adjustments, the account currently reflects a zero dollar balance and shows as cancelled in good standing. Lastly T-Mobile confirmed that the IMEI of the iPhone 7 device is not blocked from use on the T-Mobile network.
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

June 16, 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 June 9, 2016, regarding the above-referenced account. T-Mobile records confirm that the above account is a business account for [redacted] and that Mr. [redacted] is listed as the authorized contact for the account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile records confirm that on June 3, 2016, Mr. [redacted] visited a T-Mobile retail store and activated mobile number ending in 2023 on his above account. At the time of activation Mr. [redacted] purchased a new Samsung J7 device and elected to finance the equipment through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $38.20 and agreed to pay for the remaining cost of the phone totaling $239.99 in 24 monthly installments of $9.99. Further records confirm that on June 4, 2016, Mr. [redacted] transferred his above number to another carrier, cancelling his T-Mobile account. Mr. [redacted] returned the Samsung J7 back to the retail store on the same date. It is important to note that T-Mobile charges a restocking fee for equipment which has been purchased and returned at a T-Mobile retail store. The restocking fee for the Samsung J7 is $50.00. Therefore, since Mr. [redacted] had already remitted payment in the amount of $38.20, he should have been charged an additional $11.80 to bring his total amount paid to $50.00, which is the cost of the restocking fee. However, as Mr. [redacted] states in his correspondence, he was required to pay an additional $32.10. Although we are unable to conclusively determine why Mr. [redacted] was charged a total of $70.30 for the restocking fee, we will continue to investigate with our retail store to determine the root cause so that this situation can be avoided in the future. In an effort to amicably resolve this issue we have mailed Mr. [redacted] a prepaid debit card to refund him for the additional payment of $20.30. Mr. [redacted] can expect to receive the refund card within 7 to 10 days. Mr. [redacted]’s account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

Revdex.com:
 
Hi,
    I would like to cancel the complaint about [redacted]. There was some confusion and it was all resolved now. Let me know if you need anything else. Thanks.

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.
I want to thank Mr B[redacted] for resolving this issue sending  me a refund gift card.
Have a Blessed Life.Sincerely, [redacted]

Dear Revdex.com Representative,
I am pleased to inform you that that complaint # [redacted] has been resolved.
Brian, of T-Mobile's Office of the President, called me and he graciously resolved the matter by removing the full amount disputed from my account.
I would like to thank Brian and T-Mobile for...

their expeditious and satisfactory resolution to this matter. I really appreciate their help and would consider using their company again in the future.
I thank the Revdex.com for their wonderful work as always and am grateful for them because without their organization this wouldn't be possible. Also, I hope that I have the correct name, would like to thank Carolyn for her involvement.
If you need this in writing also, please let me know and I'll get it out. Thank You again.
Sincerely,
[redacted]. [redacted].

Complaint: [redacted]
I am rejecting this response because:  T Mobile can conveniently acquire a company and then not stand by their product.  Fortunately I was able to resolve this dispute without their help.  So you can drop the complaint, but I hope you have storage of records where you can store T-Mobiles complaints in case the future brings a class action against them.  Thanks to the Revdex.com for your help.
Sincerely,
[redacted]

February 8, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 30, 2018, regarding the above-referenced account. T-Mobile is pleased to note that we have resolved Mr. [redacted]’ concern to his satisfaction.
T-Mobile regrets any concern Mr. [redacted] experienced regarding his account and services. On August 6, 2008, Mr. [redacted] started services with T-Mobile by activating four lines. On August 7, 2008, a fifth line was added and on September 19, 2014, a sixth line was added. Our records indicate that on March 19, 2017, Mr. [redacted] added a seventh line, ending in 8813 to his account in an effort to process a new equipment agreement. Then, on April 21, 2017, an eighth line ending in 3671 was added for the same process. Please note that on August 4, 2017, the lines ending in 8813 and 3671 were canceled. Regretfully, T-Mobile does not have record of a request to have those lines canceled prior to August 4, 2017.
Mr. [redacted]’ billing cycle runs from the fifth of the month to the fourth of the following month, with payment due on the twenty-fifth. 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.

T-Mobile records reflect that in 2017 Mr. [redacted] has had 11 payment arrangements offered to allow him to postpone payment to an agreed date. Of the 11 arrangements, nine were failed as Mr. [redacted] did not meet his promised commitment. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] would make a payment to restore his services, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Please be advised that Mr. [redacted]’ current rate plan is the T-Mobile ONE rate plan, billed at a cost of $130.00, including tax, monthly for the first two lines on the account and a cost of $25.00 per month for each additional line.
In Addition, Mr. [redacted]’ line ending in 9798 subscribes to the ONE Plus feature for $10.00, including tax, monthly; the line ending in 0901 subscribes to Premium Handset Protection at a cost of $10.00, including taxes, per month; the line ending in 4457 subscribes to our JUMP! 2.0 feature at a cost of $12.00, including taxes, per month; and the line ending in 5288 subscribes to our JUMP! feature at a cost of $12.00, including taxes, monthly.
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. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period.
In addition to Mr. [redacted]’ standard monthly service costs, estimated at $264.00 including tax monthly, T-Mobile records indicate that Mr. [redacted] agreed to the following EIPs:
• March 11, 2016, agreed to an EIP for the mobile number ending in 5288 with the purchase of a Samsung Galaxy S7 edge with $ 300.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $20.00.
• August 19, 2016, agreed to an EIP for the mobile number ending in 0901 with the purchase of a Samsung Fast Charge Stand with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $2.92.
• August 19, 2016, agreed to an EIP for the mobile number ending in 0901 with the purchase of a Samsung galaxy Note 7 case with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.88.
• August 19, 2016, agreed to an EIP for the mobile number ending in 0901 with the purchase of a Samsung Galaxy Note 7 screen protector with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.05.
• October 1, 2016, agreed to an EIP for the mobile number ending in 9798 with the purchase of an Apple iPhone 7 with $99.99 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $27.09.
• October 1, 2016, agreed to an EIP for the mobile number ending in 1964 with the purchase of an Apple iPhone 7 screen protector with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.88.
• October 1, 2016, agreed to an EIP for the mobile number ending in 1964 with the purchase of an Apple iPhone 7 case with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.67.
• November 9, 2016, agreed to an EIP for the mobile number ending in 5288 with the purchase of a Samsung Galaxy S7 with $0.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $28.75.
• March 19, 2017, agreed to an EIP for the mobile number ending in 0901 with the purchase of an Apple iPhone 7 Plus with $149.99 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $30.00.
• March 19, 2017, agreed to an EIP for the mobile number ending in 3671 with the purchase of an Apple iPhone 7 Plus screen protector with $0.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $1.05.
• March 19, 2017, agreed to an EIP for the mobile number ending in 3671 with the purchase of an Apple iPhone 7 Plus case with $0.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $2.92.
Additionally, Mr. [redacted] agreed to a JUMP! On Demand lease for the use of a Samsung Galaxy S7 edge handset on November 12, 2016, with an agreement to pay $33.00 plus taxes monthly for 18 months to fulfil the lease term.
In Mr. [redacted]’ correspondence to your office, he indicates that he is not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. If necessary: Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’ area, T-Mobile shows that he should expect excellent coverage. It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage.
Please note that Mr. [redacted]’ T-Mobile ONE rate plan includes unlimited domestic minutes. T-Mobile reviewed the billing statements from October 5, 2017, through February 4, 2018, and over the course of those four months, Mr. [redacted]’ lines used an average of 1,586 minutes with calls as long as 120 minutes, sent and received multiple text messages and used an average of 86 gigabytes of data monthly. As such, it is T-Mobile’s position that Mr. [redacted] lines are able to utilize the service.

If Mr. [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our Customer Care teams.
In an effort to amicably resolve Mr. [redacted]’ concerns, T-Mobile offered to waive his current balance of $757.63, revising his balance to zero. This offer is to negate the cost of Mr. [redacted]’ previous suspension fees. It was understood by Mr. [redacted] that no additional credits would be given for this concern and all suspension fees going forward would be valid. This offer was accepted by Mr. [redacted] as a resolution to his billing concern.
In regards to his coverage and connectivity concerns, T-Mobile assisted Mr. [redacted] with basic troubleshooting regarding his device memory as well as advised of troubleshooting with Customer Care if the issues persist. This was understood by Mr. [redacted] as a resolution to his coverage 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.
Juan C[redacted]
Executive Response

April 19, 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 April 8, 2017, regarding the above-referenced account. T-Mobile records reflect that the account holder of record is [redacted] and he has named [redacted] as an authorized user. T-Mobile is pleased to share that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets to hear of any issues that Mr. [redacted] experienced with our 2016 September iPhone 7 Trade Up. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers, such as Mr. [redacted], the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. If a customer chose the iPhone 7 128 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
On September 9, 2016, Mr. [redacted] submitted an upgrade for the Apple iPhone 7 Plus Black 128GB model to take part in the offer, as he had traded in his iPhone 6 to be eligible to receive a total of $649.99 in credits; $165 in trade-in value in the form of a bill credit, and $484.99 through monthly bill credits over 24 months.
Due to the wrong label being provided to Mr. [redacted] for the device he sent in, the trade-in device was not associated with the new upgrade order, causing him not to receive the monthly credits. On April 8, 2017, T-Mobile closed the outstanding EIP balance of $510.00 for the iPhone 7 device as a result of locating the trade-in as the device was confirmed to be received at another facility.
In an effort to amicably resolve the matter, and upon speaking with Mr. [redacted] on April 18, 2017, T-Mobile offered to provide him an account credit of $110.00 consisting of the difference between the promotional offer, and the outstanding EIP balance, leaving Mr. [redacted] with a credit balance of $110.00 for his next statement to be billed on April 26, 2017. Mr. [redacted] accepted the offer and was satisfied with the resolution provided to consider it as resolved.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[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]
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 30, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that Mr. [redacted] canceled his account on September 23, 2017 when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd 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 account during their billing period. Accordingly, Mr. [redacted] was billed through October 22, 2017.
Our records show that Mr. [redacted]’s final billing statement was from September 23, 2017, through October 22, 2017, in the amount of $285.00 due November 15, 2017. This balance includes monthly access charges, taxes and applicable fees. In an effort to amicably resolve this matter, on December 4, 2017, T-Mobile credited $285.00 leaving the account with a zero balance. Mr. [redacted] has accepted out offer. Please be advised that the account remains closed with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

August 27, 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 Name: [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 22, 2015, regarding the above-referenced account.  T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns.
 
T-Mobile understands that it is important to always provide our customers with accurate and detailed information for any transactions and offers including Carrier Freedom and ensures our representatives have all the necessary training and tools to do so.  T-Mobile regrets if this was not the case when Mr. [redacted] activated his service with T-Mobile to take advantage of the Carrier Freedom offer.  T-Mobile records indicate that on June 24, 2015, the date Mr. [redacted] activated his T-Mobile account, he qualified for and took advantage of our Equipment Installment Plan (”EIP") offering with the purchase of two Apple iPhone 6 devices and an LG Leon device.  At the time of Mr. [redacted]’s purchase, he was not required to make a down payment, however he did agree to pay sales tax on each of the devices purchased along with the cost of the SIM Starter Kits totaling $134.36 due in-store at the time of purchase.
 
During this transaction, Mr. [redacted] also traded-in a Samsung Galaxy Tab 3 with a trade-in value of $18.00, and an Apple iPhone 6 with a trade-in value of $351.00 for a total trade-in amount of $369.00.  A portion of this trade-in credit was first applied toward the amount due in-store at the time of purchase and the remaining credit was issued to Mr. [redacted]’s T-Mobile account to be applied toward the first monthly billing statement.  Due to an inadvertent error, the credit issued to Mr. [redacted]’s account was increased to $238.77 as opposed to the $234.64 that was actually owed.
 
In an effort to amicably resolve this matter, T-Mobile has reversed the $238.77 credit applied to his T-Mobile account and issued a rebate of that amount in the form of a prepaid debit card to be mailed to the billing address on file and received within 7 – 10 business days from the date the rebate was processed.  Mr. [redacted]’s account now reflects a revised balance of $407.25 which includes monthly recurring charges for the period of June 24, 2015, through August 23, 2015.  The amount of $238.77 is currently considered past due, while the remaining $168.48 is due September 16, 2015.  Mr. [redacted] is free to contact T-Mobile at the number provided below to discuss payment arrangement options if need be. 
 
Lastly, T-Mobile has taken steps to expedite Mr. [redacted]’s Carrier Freedom reimbursement outside of our normal procedures and guidelines and we will remain in touch with Mr. [redacted] until we have confirmed the reimbursement has been finalized and mailed 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Liana G[redacted]
Executive Response

August 27, 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] 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, 2015, regarding the above-referenced account. T-Mobile takes customer account security very seriously; please be advised that upon verification of the account, it was determine that Ms. [redacted] and Ms. [redacted] are the same person. T-Mobile is pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any inconvenience to Ms. [redacted]’s mobile internet mobile number while traveling and billing during her tenure as a customer. We are always working to improve service and while we cannot guarantee data speeds or coverage which may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. T-Mobile records confirm that on September 23, 2014, Ms. [redacted] activated a Mobile Broadband internet line ending in [redacted], which is currently active. Ms. [redacted] is subscribed to our Simple Choice Match Your Data rate plan for $10.00 per month. This rate plan provides unlimited data with 4G speeds up to 1GB. If a customer no longer intends to keep a Voice line, the 4G data speeds available will be 1GB. At the time of activation of Ms. [redacted]’s Mobile Broadband mobile number, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Hotspot LTE. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Ms. [redacted]’s personal credit history at the time of her purchase, Ms. [redacted] was not required to make a down payment; however she agreed to a series of 24 monthly installments in the amount of $7.00. As of August 26, 2015, Ms. [redacted]’s remaining EIP balance is $91.00. However, in an effort to amicably resolve this matter, on August 26, 2015, upon speaking with Ms. [redacted], she accepted the option to return the equipment to my attention in like-new condition and T-Mobile agrees to remove the monthly charges and final EIP balance. The equipment can be mailed to me at the following address: T-Mobile USA, Inc. Attn: Leah T[redacted] c/o Executive Response P.O. Box [redacted] Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include her account information within the box to ensure proper credit. If the equipment has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the EIP balance will then be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than September 26, 2015. Should Ms. [redacted] fail to meet this date the offer shall be considered void and charges will be considered valid. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]. Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

October 17, 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 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction. T-Mobile regrets any concern to Ms. [redacted] in regards to the above referenced account. T-Mobile has completed its investigation of this matter as Ms. [redacted] was able to provide the necessary police report and determined that the allegation of fraud has been substantiated. Therefore, Ms. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Ms. [redacted] should allow approximately 90 days for this information to be reflected on her credit report. 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 Executive Response Team. 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. Oscar T[redacted] Executive Response

June 5, 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 May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Ms. [redacted] may have. T-Mobile records indicate Ms. [redacted] activated four lines of service on July 29, 2016, with our Simple Choice North America family plan with two lines for $80.00, and $10.00 for each additional line of service. Additionally, T-Mobile records indicate Ms. [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”):
• An Apple iPhone SE handset with 24-monthly payments of $16.65;
• A second Apple iPhone SE handset with 24-monthly payments of $16.65;
• An LG K10 handset with 24-monthly payments of $6.87; and
• A second LG K10 handset with 24-monthly payments of $6.87.
At the time of Ms. [redacted]’s handset purchase, T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. Please note that if an account is cancelled, any remaining EIP balances are accelerated and billed to the account. This information is disclosed within the EIP agreement provided at the time of purchase.
Accordingly, on August 28, 2016, Ms. [redacted] was sent a billing statement in the amount of $381.90 which consisted of service charges from August 29, 2016, through September 28, 2016.
Further, T-Mobile records indicate Ms. [redacted] contacted our Customer Care with concerns regarding coverage. At that time, T-Mobile offered to provide Ms. [redacted] a 4G LTE CellSpot as an in-home coverage solution. The T-Mobile CellSpot 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. Our records indicate Ms. [redacted] agreed to the Terms and Conditions of use of the CellSpot, and the unit was provided to Ms. [redacted]. Please note that the CellSpot are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance, which was waived for Ms. [redacted] as a courtesy. However, if not returned upon cancelation of service, there is a $138.00 non-return fee that is assessed to the account.
T-Mobile cancelled Ms. [redacted]’s account, pursuant to her request. Accordingly, the remaining EIP’s were accelerated, and billed to the account. Please also note that Ms. [redacted] was sent a pre-paid return kit in which to return the Cellspot. Additionally, as a policy exception, T-Mobile agreed to extend the return period and accept the return of the handsets in like new condition. On August 31, 2016, T-Mobile received the aforementioned handsets. Due to an inadvertent error, the associated EIP’s were not closed. Further, on September 6, 2016, T-Mobile received the Cellspot.
As such, on September 28, 2016, Ms. [redacted] was sent a billing statement in the amount of $1,315.68 which consisted of a past due balance of $381.90, as well as the accelerated handset charges. As the account carried a past due balance, on February 20, 2017, the account was referred to a third-party collection agency for collection of the outstanding balance. As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee. Accordingly, a one-time collection fee in the amount of $46.43 was charged to Ms. [redacted]’s account, which revised the final balance to $1,362.11.
After review, on May 24, 2017, T-Mobile issued a credit in the amount of $1,269.25 for the returned handsets, as well as the billed charges for services. Additionally, T-Mobile has recalled the account from the third-party collections agency, and the associated collection fee is scheduled to be removed. T-Mobile has instructed the collection agency to delete derogatory credit reporting and cease collection efforts. Please note that the removal of derogatory credit reporting may take up to ninety days. As of the date of this letter, Ms. [redacted]’s account remains cancelled, and reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

October 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 20, 2016, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her final billing with T-Mobile. Please be advised that T-Mobile bills for services in advance, a billing system known as “bill current.” In addition, Ms. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. Our records confirm that on June 12, 2016, Ms. [redacted] was sent a billing statement in the amount of $66.89, for service from June 11, 2016 to July 10, 2016, which was due by July 3, 2016. Please be advised that when payment was not received, the balance was added to Ms. [redacted]’s next billing statement as a past due balance. Thereafter, on July 1, 2016, Ms. [redacted] cancelled her account when she ported her mobile number to another service provider. As such, on July 12, 2016, Ms. [redacted]’s final billing statement was mailed to her address of record, in the amount of $0.01 for a tax adjustment from the previous billing statement, which was due by August 3, 2016. Including the past due balance, the total balance owed was $66.90. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. As such, Ms. [redacted]’s final balance of $66.90 was valid and owed. T-Mobile records confirm that Ms. [redacted] was contacted on multiple occasions regarding her past due balance, although we understand that Ms. [redacted] indicates that her mailing address of record was not accurate at that time. Please note that customers must contact T-Mobile to make us aware of any address changes. Please be advised that on October 3, 2016, due to continued non-payment of the account balance, Ms. [redacted]’s account was forwarded to third-party collections Diversified Consultants Inc. (“DCI”) with a balance of $66.90. At that time, and outside collections fee in the amount of $16.73 was added, bringing the account to a revised balance of $83.63, which was paid in full on October 12, 2016. Ms. [redacted]’s account is now closed with a zero balance. As a courtesy to Ms. [redacted], and although her account charges are valid and owed, as a gesture of goodwill, T-Mobile has agreed to provide Ms. [redacted] with a refund in the amount of $20.01, to be delivered to Ms. [redacted] within 7-10 business days. Ms. [redacted] accepted this offer as resolution in full to her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla 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]

April 25, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, 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 correspondence dated April 20, 2016 regarding the above-referenced account. 
We regret to hear that Mr. [redacted] has chosen to leave T-Mobile and that he has concerns with his final billing statement.
T-Mobile records indicate that on March 12, 2016, Mr. [redacted] cancelled his service with T-Mobile when he ported his mobile numbers to another carrier.  Please note that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. T-Mobile records further indicate that Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] on September 15, 2015 with the purchase of three Samsung Galaxy S5s.  As such, when the account was canceled the remaining EIP balance of $332.99 per device totaling $998.97 was accelerated and posted to the final billing statement dated April 10, 2016.  Additionally, this billing statement included monthly service charges through the date of cancellation totaling $192.37 making the total balance due $1191.34.
However, in an effort to amicably resolve the matter, on April 22, 2015, T-Mobile credited the final service charges to the account as a gesture of goodwill.  The account remains closed with a balance due of $998.97.  Furthermore, in speaking with Mr. [redacted] he indicated that he was anticipating reimbursement from his new carrier to cover the remaining balance due and based upon their expected timeframe, his T-Mobile account would become delinquent awaiting the reimbursement, thus as an additional courtesy to Mr. [redacted] we have placed a hold on the account until June 15, 2016 to avoid collection activity.  We regret any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
David T[redacted]
Executive Response

June 2, 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 May 28, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channels. We are sorry to hear of Mr. [redacted]’s concerns regarding the iPhone 5 handset order and its associated Equipment Installment Plan (“EIP”). Our records confirm that on August 5, 2015, Mr. [redacted] took advantage of our EIP offering with the purchase of one Certified Pre-Owned iPhone 5s handset with IMEI number [redacted] under the mobile number ending in 8529 for the retail price of $291.84 via www.T-Mobile.com. Our records further confirm that on August 7, 2015, Mr. [redacted] reported the above mentioned handset defective and on August 7, 2015, a new equipment order was completed for an additional Certified Pre-Owned iPhone 5s handset. Regrettably, due to an inadvertent error, the returned defective Certified Pre-Owned iPhone 5s handset was not confirmed as returned to T-Mobile; therefore, the EIP associated to the handset remained active. We regret any inconvenience to Mr. [redacted]. Upon receipt of Mr. [redacted]’s correspondence from your office, T-Mobile reviewed the order of the Certified Pre-Owned iPhone 5s handset with IMEI number [redacted] and we found that on August 25, 2015, the handset was successfully returned to T-Mobile. As such, on May 30, 2016, a credit of $109.44 for all nine EIP monthly installments billed for the returned handset was issued to Mr. [redacted]’s account, leaving the account with a remaining balance of $97.33. 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