T-Mobile Usa Inc

Revdex.com:Although I am accepting the response from T-Mobile and am agreeable to accept full refund for the iPhone plus as settlement I want to add a few things for the record so there no misunderstanding latter. In her response Diana states that we are eligible to get a replacement from T-Mobile or the manufacturer which is AppleThis does not accurately address the nature of the complaint and shifts burden back to meWe in fact did try to exchange the defective iPhone plus last November through T-Mobile but the exchange was refused by T-Mobile due to a slight bend in the phoneMy complaint also notes the two terms, "Bend-gate" and Touch Disease" which are cause and effect to a phone manufactured with a latent defect by AppleThe iPhone plus is razor thin, made with cheap aluminum and is highly prone to bending from everyday useThe effect of bend-gate is touch disease which is what happens when micro chips separate from the main board rendering the phones touch screen dead and useless. When T-Mobile refused to accept the phone back on a warranty exchange we tried to go to Apple direct, as Diana states in her responseApple told me that the phone we presented for service to them had been repaired prior using non Apple parts and was in a effect a "counterfeit" phoneThis was the last phone T-Mobile sent to us on our last warranty exchangeFailure to get satisfaction from both T-Mobile and Apple resulted in my complaint to the Revdex.com.So as of today I am waiting for the gift card I was promised in the amount of $When I have the card and when T-Mobile accepts the aforementioned "defective/counterfeit" phone back with no attempt to claw-back money or complain to me about the state of the phone which has been well documented, then I will consider this case closedIn the meantime I ask that the case remain open until I get the money and T-Mobile signs off on receipt and acceptance of the phone I will be sending back to them.*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 me
Sincerely,
** ***

December 26,
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 December 17, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms***
We regret that Ms*** had any concerns regarding her account. 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 while protecting their account security. Therefore T-Mobile has opened an internal investigation regarding any potentially released Customer Proprietary Network Information (“CPNI”)As T-Mobile takes security seriously we recommend Ms*** to contact Customer Care or myself to update her account password, as it is the first piece of information that is requested by Customer Care to gain access to the account
Regarding Ms***’s concerns for her Returned Payment Fees, like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned. The fee helps us recover the costs charged by banks when processing such a transaction, our staff’s working of the returned payment and notifying the customer of the matter. If a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00. In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service. T-Mobile accepts a number of payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail. We encourage customers to choose a method that is right for them and prevent returned payments and the application of the feeWe have reviewed our records and confirmed that Ms*** had two retuned payment fees assessed to the account on December 20, 2016, when her payments dated November 29, and December 6, 2016, were returned for insufficient funds.
Although it is T-Mobile’s position that Ms***’s account was accessed these charges accordingly, as a courtesy and in effort to amicably resolve her concerns, we have issued a credit of $70.00, leaving her account open with a balance of $consisting of monthly service charges and Equipment Installment plan payments from October 19, 2016, through January 18,
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-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

Revdex.com:
Thank you MrM*** for addressing and concerns and bringing this claim to a resolution.
Sincerely, *** ***

June 29, 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 June 15, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that the business has designated *** *** as an authorized user of the accountWe regret hearing of Mr***’s concerns with our Carrier Freedom promotion and the status of his submissionUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to ten lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa 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 (“EIP”)To be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityIt is important to note that at the time of Mr***’s purchase he opted to participate in our promotional offer to receive an Apple iPhone 6s with JUMP! On Demand (“JOD”)This would allow Mr*** to pay no more than $to $per month for his handset with a qualifying trade-inThe price would be adjusted with a monthly promotional credit over the course of the month lease as long as Mr*** does not switch or JUMP! to another deviceCustomers who participated in this promotion are only eligible to participate in the Early Termination Fee reimbursement part of Carrier FreedomAs such, Mr***’s requests for reimbursement were deniedT-Mobile records indicate that on October 15, 2015, Mr*** qualified for and took advantage of our JOD offering with the leasing option of an Apple iPhone 6S handset for the mobile number ending in ***JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in installmentsShould the customer choose to retain the device at the end of the months they are provided with a lease purchase option price to own the deviceIt is important to note that should the account be cancelled before the end of the month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statementPlease be advised that at the time of Mr***’s purchase, he was not required to make a down payment; however, he agreed to pay monthly installments in the amount of $plus taxMr*** also agreed to pay a final purchase options price in the amount of $T-Mobile records reflect that on October 13, 2015, Mr*** traded in an eligible device and as such he has received the promotional credits in the amount of $per monthPlease note that this reduces his monthly price from $per month to $per monthIt is T-Mobile’s position that the promotional credits are applying to the account correctlyIn an effort to amicably resolve this matter, on June 29, 2016, 2016, T-Mobile approved Mr***’s reimbursement request despite him not being eligibleMr*** supplied a final billing statement from his previous carrier that reflected that he was charged a final balance of $for switching to T-MobileOn June 29, 2016, T-Mobile requested that Mr*** be issued a prepaid refund card in the amount of $for the cost he incurred by switching to T-MobilePlease note that this refund may take seven to ten business days to be receivedPlease 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***’s recent contacts with T-MobileBased 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 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** Executive Response

July 4, 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 June 29, 2017, regarding the above-referenced account numberT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile Family Mobile regrets any inconvenience to Ms*** regarding her mobile numbers. Please be advised that the Family Mobile brand and service were recently transferred from Family Mobile by TracFone. As part of that, TracFone assumed responsibility and control over operation of the Family Mobile service. The migration of Ms***’s Family Mobile service to TracFone took place on May 5, 2017, and TracFone, who should have been in contact with the affected customers, assumed full control over the Family Mobile accounts and platform, including customer service support and billing operations. The Family Mobile and brand is now wholly owned by TracFone and operates independently from Family Mobile. Please be advised that Family Mobile no longer has access to Family Mobile accounts or customer records. As such, we ask that MsMs*** reach out to TracFone’s Customer Service department to address any concerns with his service. TracFone’s Customer Service department can be reached at 1-877-440-9758. Family Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.OBox 3220, Albuquerque, NM, 87190. Our Customer Service department is also available to assist you from 6am - 9pm PST at 877-760-8760. Very truly yours, T-MOBILE USA, INC Christopher R*** Executive Response

May 12,
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 May 3, 2017, regarding the above-referenced accountPlease be advised that the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the account
T-Mobile strives to provide the best handsets and service experience to our customersWe regret any concerns experienced by Ms*** regarding her T-Mobile handsetT-Mobile records confirm that on April 27, 2017, Ms*** purchased one Samsung Galaxy Shandset under mobile number ending in *** through our Equipment Installment Plan (“EIP”) programAt the time of purchase, a payment of $was remitted for the down payment and taxes on the retail price of the handset and a series of monthly installments of $were agreed uponAdditionally, on April 27, 2017, a separate EIP was initiated with the purchase of a Samsung Galaxy STImpact Shield Anti-Scratch screen protector with monthly installments of $
With regard to Ms***’ handset, based on the description of the issue with her handset and as she states that the handset has a cracked on one of its corners, the handset presents physical damage which unfortunately is not covered by the warrantyAs such, Ms*** may contact Assurant Solutions, Inc(“Assurant”) which provides her the Premium Handset Protection (PHP) with the JUMP! Bundle feature for the line ending in ***
PHP with JUMP! provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, as well as in-warranty and out-of-warranty malfunctionsUpon contacting Assurant an insurance claim may be initiated and payment for a deductible applicable to the device will need to be remitted which in Ms*** case the deductible would be $Upon payment of the deductible, the damaged handset is replacedIt is very important to note that the deductible is charged by and collected by Assurant in connection with their insurance protectionIt is not a T-Mobile fee
As a courtesy to Ms*** and in an effort to amicably resolve this matter, on May 10, 2017, T-Mobile agreed to mail Ms*** a new Samsung Galaxy Sand we agreed to credit the cost of the new handset once billed to the accountThe existing EIP for the Samsung Galaxy Shandset will be updated to reflect the new handset mailed and will continue to be valid and owedAdditionally, we agreed to close and credit the remaining EIP balance for the Samsung Galaxy STImpact Shield Anti-Scratch screen protector onlyIn exchange, Ms*** is asked to return the physically damaged Samsung Galaxy Shandset with IMEI number *** to T-Mobile without any other physical or liquid damage within days from the date of this letter to the following address:
Executive Response Team
Attention: *** ***
*** *** *** **
*** ** ***
T-Mobile recommends that Ms*** use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipmentIn addition, we request that Ms*** includes the battery, charger and the T-Mobile account information with the equipment to ensure proper receiptT-Mobile respectfully declines any further compensation regarding this matterAs such, should Ms*** wish to obtain new accessories of her liking, including and not limited to a new screen protector, she may do so at full cost or under our EIP offering
It is important to mention that going forward should the handset require an exchange not covered under warranty, Ms*** may contact Assurant directly at 1-866-866-or online at www.myphpinfo.com to complete an insurance claim
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
Aika A***
Executive Response

March 2,
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 February 16, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets any concerns Ms*** experienced in regards to her handset orderT-Mobile records confirm that on December 10, 2016, Ms*** qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of two Apple iPhone handsets with 32GB of memory, one in Rose Gold and one in BlackMs*** was required to pay a capital cost reduction of $per handset, $for the upgrade support charges at $per handset, $for shipping, as well as taxes of $14.26, for a total of $Ms*** then agreed to a series of monthly lease payments of $per handset
T-Mobile records confirm that Ms*** did not receive the handsetsTherefore, T-Mobile blocked the International Mobile Equipment Identifier (“IMEI”)Additionally, T-Mobile closed Ms***’s JUMP! On Demand lease as “order never received”, releasing Ms*** of any financial responsibility for the handsets
Due to an inadvertent error, a refund in the amount of $was not initiatedOn February 27, 2017, T-Mobile applied a credit of $to Ms***’s account which reflects a revised balance of $T-Mobile regrets any inconvenience to Ms*** and should she wish to discuss this matter further, she may contact me directly at the number listed below
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

Complaint: ***I am rejecting this response because: I was just sent a message from T-Mobile on 9-26-15 that I still have to pay for the phone that I traded in because they failed to bill me for it. Not only that I was informed that the Jump program covered more than $which is alleged I still owed on the phone. I was told by trading in the old phone the cost of the new phone would go down significantly....the value was about to from the new phone which the original cost was and the balance would be paid off by monthly installments of $15 for over a month period. After speaking to one of the representative on August I agreed to pay $19.00. To address to cooperate discount that's news to me that the application has to be update yearly. In the last eight years or so that I have been with T-Mobile last year 2014 was the first time that I received a message to provide the necessary information such as my Paystub. This information was sent to T-Mobile and I called to verify that it was received and it was confirmed that the email was received yet the discount was never applied to my phone bill. I have attached a copy of the email that was sent to T-Mobile. Also on 8/24/when I addressed the outrageous bill that I received I addressed this discount and I was informed that the said representative would get back to me within to 73 hours with an answer. However, to date I have not received a call back. In addition my phone bill shouldn't be more than $Per billing cycle. Therefore the figures given are still too high. If that's the new protocol that the cooperate discount needs to be revised once a years, T-Mobile should send reminder emails or text messages. I would like to be credited for all the past years that my discount was not applied to my account as well. Sincerely,*** ***

March 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid NoXXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated March 4, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced regarding payment for her prepaid servicePlease note that in an effort to protect customers from fraudulent payments, T-Mobile’s prepaid payment processing partner Vesta may require additional verification when a payment is processedThe information requested is based on the method used for payment, and is related to the account utilized for paymentPlease note that this verification is requested at random, and cannot be bypassedOur records confirm that on March 1, 2016, Ms*** was sent an automated text message to advise her of the upcoming refill date on March 2, If a refill was not received by the end of day on March 2, 2016, Ms*** service would become unpaid, and would not be available until a refill was receivedT-Mobile records confirm that a payment was not remitted, and as such, on March 3, 2016, Ms*** prepaid account was placed in an unpaid statusWhen Ms*** contacted Customer Care to remit a payment, she was required to verify additional information regarding her payment method; our records confirm that Ms*** declined to complete this verificationAs an alternative, Ms*** could purchase a prepaid refill cardHowever, in an effort to amicably resolve Ms*** concerns, on March 3, 2016, T-Mobile issued a credit to her account in the amount of $T-Mobile regrets any inconvenience Ms*** may have experiencedBased 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, INCChris P*** Executive Response

Complaint: ***
I am rejecting this response because:I believe it is ridiculous to charge money for a product that is useless to the consumerI now have *** *hat works perfectly in my residence without the aid of a cell spotWith my husbands medical condition we need a product that works like we were told it wouldFor us it is a matter of personal safety including life or deathI believe that the equipment is my responsibility, but the early termination fee was for causeWe were told by a t-mobile employee at the Wentzville, mo store that a new tower was built near my residence and would be activated soon which was a lie
Sincerely,
*** ***

December 6,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 29, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr*** concerns to his satisfaction
We regret to hear that Mr*** had any concerns with processing a Mobile Device Unlock request. T-Mobile is committed to providing our customers with clear information about how to unlock their mobile phones, tablets, and mobile internet devices for use across different mobile carriers. Mobile Device Unlock codes are available to customers who meet our eligibility requirements. A review of Mr***’s request confirms that on October 30, 2016, we received a request for a Mobile Device Unlock code for the device with International Mobile Equipment Identifier (“IMEI”) ending 0873. However, the device was not eligible for a Mobile Device Unlock as Mr*** was not a T-Mobile customer and had not purchased the device from T-Mobile
Nonetheless, Mr*** provided T-Mobile with his proof of exchange from the manufacture as well as his original proof of purchaseAs such, T-Mobile worked with LG in completing the Mobile Device Unlock and emailed Mr*** the instructions to unlock his device using the Mobile Device Unlock applicationPlease note that on December 6, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to their concerns which he has accepted and considers this matter resolved to his satisfaction
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

March 2,
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 February 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms***, and that she has designated Mr*** as an authorized user of the account
T-Mobile regrets Mr***’s concerns regarding his account billing and restoration feeAs mentioned in our previous correspondence to your office dated December 8, 2016, under your file number *** our records indicate that Mr***’s estimated monthly recurring charges are $per month plus applicable taxes and feesPlease note that in an effort to amicably resolve Mr***’s previous concerns, on November 28, 2016, T-Mobile applied a credit of $to the account which had left a remaining balance of $equal to the above mentioned estimated monthly estimated charges before applicable taxes and fees
Accordingly, Mr***’s billing statement dated December 2, 2016, consisted of the above mentioned past due balance of $164.00, new charges totaling $for monthly access charges for the billing period of December 2, 2016, to January 1, 2016, monthly equipment charges of $54.00, and applicable taxes and fees
Including the past due balance, the total balance due was $which had a due date of December 22, However, as a courtesy, T-Mobile suspended collection activity on the account through December 31, 2016, after which time the account would resume regular collection activity which meant that any outstanding balance left unpaid may result in interruption of service or account cancellation
As a payment was not remitted to the account, the billing statement dated January 2, consisted of a past due balance of $357.90, new charges totaling $for monthly access charges for the billing period of January 2, 2017, to February 1, 2017, monthly equipment charges, late fees, and applicable taxes and feesIncluding the past due balance, the total balance due was $which had a due date of January 22,
Please be advised that on January 3, 2017, a $promotional EIP credit was applied to the account which left a remaining balance of $Regretfully, as a payment was not remitted to the account for the outstanding balance, on January 5, 2017, Mr***’s account was suspended
T-Mobile records indicate that on January 6, 2017, services were restored in full to the account when payment arrangements were made with Mr*** for the outstanding balanceAt that time, Mr*** agreed to remit a payment of $by January 10, Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelledUnfortunately, a payment was not remitted to the account as agreedTherefore, on January 12, 2017, the account was again suspended for non-payment
It is important to note that if an account is suspended and service is then later reinstating it, a $fee per line of service may be assessed to the following billing statementRecords confirm that services were again restored to Mr***’s account on January 13, when a payment of $was remitted to the accountAccordingly, the most recent billing statement dated February 1, consisted of a past due balance of $202.74, new charges totaling $for monthly access charges for the billing period of February 2, 2017, to March 1, 2017, restore from suspension fees, and applicable taxes and feesWith the past due balance, the total balance due was $which had a due date of February 22,
Please note that on February 3, 2017, a $promotional EIP credit was applied to the accountAdditionally, on February 3, 2017, a payment in the amount of $was remitted to the account which left a remaining balance of $
While it remains our position that Mr*** has been billed in accordance with his rate plan, as a courtesy, T-Mobile has applied account credits totaling $equal to the restore from suspension fees for an updated balance of $T-Mobile regrets any inconvenience to Ms***
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
Maggie R***
Executive Response

February 18,
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 February 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ** ***, and that he has designated *** *** as an authorized user of the account and that T-Mobile has successfully resolved his concern to his satisfaction
T-Mobile regrets any concern to Mr*** in regards to his participation in T-Mobile’s Un-carrier iPhone Trade Up offerPlease be advised that from September 9, 2016, through September 25, 2016, T-Mobile offered new and existing customers who traded in a qualifying handset a free iPhone ($value) after trade in credits and monthly Equipment Installment Plan (“EIP”) creditsEIP is a purchase option that T-Mobile offers customers to purchase equipment via equal monthly installments
T-Mobile records confirm that on September 9, 2016, Mr*** purchased an Apple iPhone Plus 128GB handset on T-Mobile’s EIP option paying a down payment in the amount of $and agreeing to monthly installments in the amount of $On September 15, 2016, Mr*** also purchased an Apple iPhone 32GB handset on EIP agreeing to monthly installments in the amount of $At the time each of purchase, Mr*** also initiated a trade in of an Apple iPhone and a Plus which are qualifying handsets for the iPhone Trade Up offerRegrettably, T-Mobile does not have a record of Mr*** trade in handsets being received and thus has delayed the trade in credits and monthly EIP credits to apply
However, in an effort to amicably resolve this matter, on February 14, 2017, T-Mobile credited the remaining EIP balance of $for the Apple iPhone Plus and $for the Apple iPhone to honor the iPhone Trade Up offerT-Mobile also applied a credit in the amount of $for the difference owed to complete a total offer of $credit per trade in leaving a balance due of $by February 25, T-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

February 10, 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 January 28, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced with her handsetOur records confirm that Ms*** purchased an LG Leon handset on August 28, 2015, via our Equipment Installment Plan (“EIP”) programIncluded with Ms***’ purchase was a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramAlternatively, Ms*** can replace her device through a post-exchange program 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 damagePlease be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time an exchange is processedOur records confirm that Ms*** processed a Handset Exchange Program order for her LG Leon handset on October 30, Our records do not indicate that we received the non-working handset, as such, Ms*** was charged $for the non-return fee and applicable taxes on her billing statement dated January 2, In Ms***’ correspondence, she indicated that she is experiencing issues with the LG Leon handset that she received as a replacement for her October 30, handset exchangeT-Mobile would like to assist Ms*** in troubleshooting the handset, and request that she contact me at the number below with the handset in-hand to complete troubleshooting, and to reach an amicable resolution regarding the handsetAdditionally, T-Mobile offers to allow Ms*** to return the original LG Leon, for which she was, billed the non-return fee, handset to our office attention within days of the date of this letter at: T-Mobile USA, IncAttention: Chris P***, ECR *** *** *** ** Albuquerque, NM Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $for the handset non-return fee and applicable taxesT-Mobile recommends that Ms*** return the handset via a traceable carrier and request a tracking number when shippingT-Mobile regrets any inconvenience Ms*** may have experiencedBased 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, INCChris P*** Executive Response

October 28, 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 October 22, 2015, regarding the above-referenced accountT-Mobile regrets any coverage concerns Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availabilityT-Mobile records reflect that Mr*** purchased a Samsung Galaxy Shandset on March 28, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his 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 damageAt the time of Mr*** visit to the T-Mobile store, records do not indicate the device having physical damage to the LCDAs such, any fees incurred for the damage is validIn an effort to amicably resolve Mr*** concerns, T-Mobile has placed a handset exchange for the non-working deviceAs such, T-Mobile will waive any out of warranty fees associated as a one-time courtesyAdditionally, by Mr*** request T-Mobile has removed the JUMP! feature and allowed Mr*** to keep general insurance for $monthlyT-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 877-290-ext***Very truly yours, T-MOBILE USA, INCTy R*** Executive Response

June 12,
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 May 22, 2017, regarding the above-referenced account
T-Mobile strives to provide all our customers with a world class experience and we regret if Ms*** was provided with any misinformationT-Mobile appreciates the feedback Ms*** has provided as it allows us to take the necessary steps to improve future customer experiences
T-Mobile records confirm that Ms*** is receiving credits making her mobile numbers ending in *** and free of chargeThis is due to the promotion Friends and Family offer as previously statedIt is important to note that out T-Mobile customers are able to receive up to two lines for free on the T-Mobile accountT-Mobile does not have an option to make Ms***’s third mobile number ending in also free of charge
We also reviewed Ms***’s billing statements from October through December and we found that Ms*** never received her mobile number ending in for freeOn Ms***’s billing statement dated December 24, 2016, she started to receive her Friends and Family offer monthly promotional creditsWe regret any confusion
T-Mobile records confirm that on November 22, 2015, Ms*** activated her mobile number ending in Ms*** is being charged $for the additional line on her T-Mobile ONE rate plan and includes unlimited talk, text, and 4G speed dataMs*** receives a $automatic credit making it $per month for being subscribed to our AutoPay serviceOn Ms***’s billing statement dated May 26, 2017, she will also find a Kickback adjustment of $for her mobile number ending in for using less than 2GB of data in her billing periodMs*** may find her credits on page number three through six on her billing statement
However, on June 8, 2017, T-Mobile was able to discuss Ms***’s concerns with her and she decided to keep her T-Mobile account, rate plan, lines, and discountsT-Mobile assured Ms*** that we will provide the feedback and we regret any inconvenience to her 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

I'll like to inform you, that my issues where resolved yesterday at 3pm Febuary 22, after speaking to T-Mobile manager in the refund department, thank you

September 27, 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 September 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ** ***, and that she has designated *** *** as an authorized user of the account T-Mobile regrets any equipment and billing concerns Mr*** experienced when attempting to replace his damaged device. 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 any of Mr***’s recent contact with our retail location T-Mobile records confirm that the account is currently subscribed to T-Mobile’s T-Mobile ONE Unlimited rate plan for $per month that includes unlimited minutes, unlimited messaging, and unlimited 4G LTE data. Mr*** is also subscribed to the $Premium Handset Protection for the line ending in ***Mr***’s estimated monthly recurring charges and applicable taxes are expected to be around $67.84. T-Mobile records indicate that as Mr*** is also enrolled in AutoPay he is eligible for the $AutoPay bill credit bring the estimated recurring monthly fee to $ T-Mobile reviewed Mr*** account and found that on September 11, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S128GB Edge Certified Pre-Owned device for the line ending in ***, 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 installments. Accordingly, Mr*** agreed to a series of monthly installments in the amount of $17.92. Then on September 7, 2017, Mr*** qualified for and took advantage of our EIP offering with the purchase of a Samsung Jdevice for the line ending in ***, a SyDrive device with the activation of the Mobile Internet line ending in 6196, and a Samsung 128GB SD cardAccordingly, Mr*** agreed to a series of monthly installments in the amount of $15.17. Please note that with the monthly recurring charges of $and the combined EIP installments of $brought Mr*** recurring charges estimated to $Please note that T-Mobile records confirm the SyDrive was marked as returned on September 12, 2017. T-Mobile spoke Mr*** on September 15, and in an effort to amicably resolve Mr***’s concerns, has canceled the Mobile Internet line ending in In addition T-Mobile has closed the EIP plan for the Samsung Jdevice, the Samsung 128GB SD Card and the remaining balance owing for the Samsung S128GB Edge Certified Pre-Owned deviceMr*** will no longer be billed the monthly EIP charge for the equipment mentioned above and will only be billed for the monthly recurring charges for servicesFinally, T-Mobile has also applied a credit of $to bring the balance owing to $due by October 6, 2017. Mr*** agreed to mail the Samsung 128GB SD card back directly to meT-Mobile confirmed this was a satisfactory resolution to Mr***’s 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Amor M*** Executive Response

October 5, 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 September 27, 2016, regarding the above-referenced accountT-Mobile regrets any JUMP! On Demand concerns Mr*** has experiencedOn September 19, 2015, Mr*** entered into a JUMP! On Demand lease by selecting the iPhone 6s Plus Space Gray 64GBCustomers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoT-Mobile records indicate that on September 9, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus 128GB BlackEIP 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 installmentsAccordingly, Mr*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $On September 27, 2016, a lease buyout was completed for the iPhone 6s Plus Space Gray 64GBA customer may choose to purchase their leased device at any time during the 18-month lease termA lease buyout must be completed at a Retail Location or through Customer CareThe customer is responsible for the remaining lease payments, the purchase option price and all applicable taxesOnce paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statementPlease note that at that time a charge was created in the amount of $for the remaining lease payments and purchase option priceT-Mobile records confirm that on October 1, 2016, a device trawas processed for the iPhone 6s Plus Space Gray 64GB resulting in a credit of $being applied to Mr***’s accountOn October 3, 2016, in an effort to amicably resolve this matter, T-Mobile reinstated the above-mentioned JUMP! On Demand leaseAdditionally, T-Mobile closed out the EIP associated with the iPhone Plus 128GB BlackThe International Mobile Equipment Identifier (“IMEI”) associated with Mr***’s JUMP! On Demand lease was then updated to reflect the IMEI of the iPhone Plus 128GB BlackAs of October 3, 2016, Mr***’s account reflects and credit balance of $146.29, has one active JUMP! On Demand lease, and no EIPT-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 877-290-ext***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response