T-Mobile Usa Inc

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

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

January 11, 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 January 2, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** *** *** and that she has designated *** *** as an authorized user of the accountT-Mobile regrets any concerns Mr*** has expressed regarding his T-Mobile’s Premium Handset Protection (“PHP”) programIt is important to note that The PHP Bundle-Premier feature bundle includes PHP and mobile security with lookout which is managed by T-Mobile however is offered and administered through AsurionPlease note that Asurion and T-Mobile are separate companies, each with separate policiesAsurion offers the premium handset protection that Mr*** has chosen on his accountThe premium handset insurance covers handsets in the event of loss, theft, accidental damage or malfunctionThe deductible that Asurion assesses is non-refundable and payable at the time a repair or replacement is approvedThis deductible applies to each filed and approved claim, and does not reduce the limit of insuranceT-Mobile spoke with Mr*** on January 9, 2017, regarding his Asurion concerns and appreciates Mr*** feedback regarding AsurionAs courtesy and in an effort to mitigate any difficulties caused to Mr*** regarding replacing his equipmentT-Mobile has gone outside of policy and provided Mr*** a new Apple iPhone 6s 32GB device at no additional cost to MrFriednashT-Mobile has confirmed with Mr*** this has resolved his concerns to his satisfactionBased 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, INCAmor M*** Executive Response

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

December 22, 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 December 14, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Ms*** experienced in regards to the Samsung / LG Black Friday promotionIn an effort to provide our customers with new and exciting offers from November 24, 2016, through November 27, 2016, T-Mobile offered the Samsung / LG Black Friday promotionThis amazing promotion was offered to new and existing customers who traa qualifying fully owned Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus for free after monthly Equipment Installment Plan (“EIP”) bill creditsAdditionally, customers must be subscribed to the T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with unlimited data featurePlease note that these requirements must be met throughout the month financing agreementT-Mobile records indicate that on November 26, 2016, Ms*** qualified for and took advantage of our EIP offering with the purchase of Samsung Galaxy Sfor $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 monthly installmentsBased on Ms***’s personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $T-Mobile records confirm that Ms*** is currently subscribed to the Simple Choice Family Unlimited Talk and Text and 6GB’s Data rate plan, which for $per month, includes unlimited talk, text and data, with six gigabytes of that data provided at up to 4G/LTE speeds depending on device capabilityData features providing increasing allotments of high speed data may be added for an additional costAs Ms*** does not have the qualifying unlimited high speed data feature she is not currently eligible for the promotional Samsung / LG Black Friday offerNevertheless, upon speaking to Ms*** on December 21, 2016, T-Mobile offered to qualify her for this offerMs*** accepted the offerT-Mobile removed the active EIP for Ms***’s Samsung Galaxy Sdevice in the amount of $Please note that this allowed Ms*** to keep the Samsung Galaxy Sat no costT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCSharon B*** Executive Response

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

November 13, 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 November 11, 2015, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe sincerely regret any inconvenience Mr*** has experienced regarding his final billing statement and regret losing him as a customerT-Mobile has reviewed the account and we found that on September 28, 2015, Mr*** cancelled the account when he ported his mobile numbers ending in *** *** *** to another service providerPlease be advised that Mr***’s billing cycle ran from the 24th of one month to the 23th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr*** was billed through October 23, As such, Mr***’s final billing statement dated October 24, 2015, had a balance of $which consisted of monthly recurring charges, applicable taxes and fees billed from September 24, to October 23, As a courtesy to Mr*** and in an effort to amicably resolve this matter, on November 13, 2015, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from September 29, to October 23, As a result, Mr***’s account is closed with a remaining balance of $due by November 16, Please note that on November 13, 2015, upon speaking with Mr***, payment of $was remitted, leaving the account closed with a zero balanceWe appreciate Mr*** willingness to resolve this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCAida A*** 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,
*** ***

July 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** Your File No*** T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced account
T-Mobile regrets any billing concerns Ms*** has experiencedT-Mobile records indicate Ms*** started service on December 15, 2016, with two lines of service, and selected our T-Mobile ONE rate plan for $Additionally, T-Mobile records also indicate Ms*** initiated two JUMP! On Demand (“JOD”) leases with the following handsets;
• An Apple iPhone Plus handset with a capital cost reduction payment of $and 18-monthly payments of $with a purchase option price of $plus applicable taxes;
• A Samsung Galaxy S Edge handset with a capital cost reduction payment of $and 18-monthly payment of $with a purchase option price of $plus applicable taxes
It is important to note that T-Mobile records confirm the iPhone Plus handset was in use on a different account, however, continued to bill to Ms***’s account per the lease agreement
Further on March 4, 2017, T-Mobile records indicate Ms*** added an additional line of service, and selected our T-Mobile ONE All In promo rate plan with two lines for $110.00, and $per additional line of service
From March 1, 2017, through March 5, 2017, T-Mobile was running our This One’s On Us! promotion where customers that activated at least one new line of services, for a total of at least three lines of service, selected and maintained our T-Mobile ONE rate plan in good standing could receive one of the lines at no cost after monthly promotional credits
As Ms***’s account carried a past due balance, on April 10, 2017, the account was suspended for non-paymentFollowing a payment in the amount of $on April 14, 2017, T-Mobile restored services to Ms***’s accountPursuant to T-Mobile policy, if an account is suspended for non-payment, and later restored, a fee of up to $may be chargedAs such, Ms***’s account was ineligible to receive the promotional creditAccordingly, Ms*** was sent a billing statement dated April 27, 2017, in the amount of $481.53, which consisted of a past due balance of $192.88, as well as new charges of $298.65, which included three restore from suspend feesOn April 28, 2017, T-Mobile received a payment in the amount of $It is important to note that this was the last payment received by T-Mobile toward Ms***’s account
As payment was not received toward the billed balance, the account was suspended for non-payment on May 27,
Accordingly, Ms*** was sent a billing statement dated May 27, 2017, in the amount of $567.30, which consisted of a past due balance of $288.65, as well as new monthly recurring charges for services from April 28, 2017, through May 27, 2017, as well as the restore from suspend fees
Ms*** was then sent a billing statement dated June 27, 2017, in the amount of $789.18, which consisted of the past due balance of $567.30, as well as new monthly recurring charges for services form May 2, 2017, through June 27, 2017, of $221.88, with an associated due date of July 20, As the account remained unpaid and past-due, the account was again suspended for non-payment on July 2, As of the date of this letter, the account remains suspended for non-paymentIt is T-Mobile’s position that this balance is accurate and owed
After speaking with Ms***, on July 11, 2017, in an effort to amicably resolve her concerns, T-Mobile offered to accept the return of the aforementioned handsets in like new condition for credit of the remaining balances of each JOD leaseAs an alternative offer, T-Mobile offered to accept the return of the Galaxy S Edge handset for credit of the associated capital cost reduction payment of $to be applied to the purchase of the iPhone Plus handsetRegretfully, both of these offers were declined by Ms***Should Ms*** like to accept either one of the two offers detailed above, we ask that she contact me directly before July 31, Please note both offers will be nullified and no longer valid after said dateAs of the date of this letter, Ms***’s account remains open, yet suspended with a balance of $T-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ronnie A*** Executive Response

May 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 4, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with his T-Mobile handset orderT-Mobile records confirm that on January 23, 2017, Mr*** activated his T-Mobile accountAt the time of activation, Mr*** purchased an iPhone with 32GB of memory
T-Mobile was unable to locate the handset in our National Return Center in Fort Worth, TXAfter further research, T-Mobile found that it was scanned into an incorrect warehouse in Coppell, TX on February 14, In addition, our T-Mobile Refund department found that Mr***’s credit card ending in *** for his order number *** was not charged
Upon speaking with Mr***, he stated that he disputed the charge with his financial institution and he received his refundThis is the reason why our Refund Centers shows that a payment was not processedAs of May 16, 2017, Mr***’s account remains canceled with a zero balance
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’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 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

Complaint: ***
I am rejecting this response because: MrsDiana continues to fail responding and resolving to the issue originally presentedShe keeps referring to the long distance plan, whereas the plan is only a small portion of the problem and represents just a percentage of my grievanceThe long distance plan was never to be changed to another plan, the cost of monthly bill was supposed to reflect the lower "loyalty" priceI was REPEATEDLY promised $per month on my bill (plus taxes and fees)ALL OF THESE CONVERSATIONS ARE RECORDED (for training purposes?)They offer proof of exactly what I am referring to and what was discussed and promisedI dont know what notes were put into system, but I know what was said! As to the international plan - I repeat - Sadly the representative without MY PERMISSION changed my international rates - that only exemplifies The Failure of the Tmobil representatives, as here they inadequately informed me of the changes they have processed and what they ENTAILEDThey misrepresented the truth, basically lying to meHence through out the service time, I have been repeatedly in contact with Tmobil to ensure that indeed the changes I was promised by TMOBIL did take effectMrs Diana refers to the bill amounts and dates on her end, however the voice conversations pertaining to my plans were much different and I had encouraged her previously to please take a listen to those recordings for a better understanding of my position as well as that of what the Tmobil representatives offered as a resolution which varies vastly from what MrsDiana presented hereAt the very least she would understand how under trained the Tmobil representatives are and how they mishandle and misrepresent services offered, additionally it would shed light as to why I have written the original complaintAlso, she states (again) I may contact her via phone, I have indeed tried several times to no avail, also left messages on her voice mail and have NEVER to date received a call back.
Sincerely,
*** ***

September 17,
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 September 6, 2017, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has contacted Mr*** and resolved his concerns to his satisfaction
We regret any inconvenience to Mr*** regarding his account balance and we appreciate the opportunity to address Mr***’s concernsPlease 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 activation
T-Mobile records indicate on May 30, 2017, Mr*** activated the above-referenced account with three lines of service and was enrolled in our T-Mobile ONE rate plan at $per monthAt time, Mr*** qualified for and took advantage of the 50% off Add A line promotion which was assigned to line of service with mobile number ending in ***
Please note that Ms***’s account was activated by an authorized T-Mobile dealerThe selling partner has approval to acquire both individual liable and corporate liable customers via door-to-door salesDevice pricing and rate plan pricing mirror T-Mobile
Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for Mr***’s rate plan were billed in advance of the service being provided and became due within that billing cycleIn Mr***’s case, the billing cycle stared on the 3rd of the month and ended on the 2nd of the following month and had a due date of the 23rd prior to the start of the new billing cycle
Mr***’s first billing statement was produced in the amount of $(discount included) and was due on July 2, On July 15, 2017, Mr***’s account was suspended for non-paymentA new bill was produced in the amount of $for the billing cycle ending on July 2, Along with the past due amount, the total balance was $due on July 23, On July 31, 2017, Mr***’s account was cancelled for non-paymentThe final charges were prorated from $to $and were due on August 23,
On August 28, 2017, as Mr***’s account remained outstanding after cancellation, it was referred to a third party collection agency and a collection fee of $was assessed, bringing the balance to $A review of Mr***’s account confirms that during the time it was active, there was no usage on any of the lines
As such, in an effort to amicably resolve Mr***'s concerns, on September 11, 2017, T-Mobile applied a credit for the balance in full in the amount of $208.38, which also removed the collection fee of $from Mr***’s accountFurthermore, any negative reporting will be removed from Mr***’s credit history within daysMr*** accepted the credit as resolution to his concernsMr***’s account remains cancelled 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Sal O***
Executive Response

Complaint: ***
I am rejecting this response because: Tmobile needs to realize thatcthe line that ended in ***Could not call out Tmobile also was advised that the line was to be cancelled back in Feb however Tmobile ignored my request and just suspended the line to keep on making money on hat line .Belen which I believed is the representative I spoke to actually came up with all these previous credits that were issued for other reasons From a non working iPad line to all sort of devices that were placed on my account that I never purchased so they were just placed on whichever lince they feltTil about days ago I had devices on my line that ended in *** when I questioned that I was my given a proper response I was paying for a phone for over a year on a device that was returned since Feb and it kept being billed on my account and on line What tmobile tends to always forget is that they are always the ones creating the havocs on my account and when I question the charges all of a sudden they magically get taken care of and are never credited for the correct issue and consumers will then be told that the Charges have been handled Til about days ago I had a amount on my account that was showing days past due and the rep that looked into this further they never cancelled a line so tmobile will do anything to say it's the clients faultThey closed an EIP agreement on an IPhone 6S last Tuesday in the mean time a phone that had been paid off since September kept being billed on my account and I had to keep paying for it they never credited that back and yet this month the monthly payment on this device was billed again this past bill and they never gave me my back My line *** right now has issues and I have to go get a new SIM card and tmobile gave me the credit to go get the SIM but it does not guarantee I will have a working phone at 100%They will tell you that the service in the area is great and they lie cause when you try to use your phone at times the phone will not workBut that is tactic they use to reel the customer in and then the customers find out how bad there service and charges are Tmobile has complaints and you can google them and they will see them so they lie a lot and when you confront tmobile they will lie and say things just to shut u up What she forgot to tell you is that I got credits for over worth of devices that were returned and their warehouse in Texas never checked them in if I wouldn't have called and disputed the charges I would have gotten stuck with the chargesAnother thing tmobile does is hey give u accésit for something but the taxes you are billed for the amounts they charge you are never taken off your bill and that's against the law they need to refund the customers the credit and inc the taxes they owe me like in taxes charges that have never been given backThey cannot do that it's not right nor legal Everyone gives the amounts of theReddit including taxesSo tmobile does a lot of unethical business practices
Sincerely,
*** ***

June 7,
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 25, 2017, regarding the above-referenced accountPlease be advised that T-Mobile attempted to contact Mr***; without successAt this time, we will respond to both you and Mr*** with this letter
T-Mobile regrets that Mr*** experienced concerns with his handsetOn March 25, 2016, Mr*** purchased a Samsung Galaxy Shandset with our Equipment Installment Plan (“EIP”) optionMr*** was not asked to make a down payment and he agreed to pay 24-monthly installments in the amount of $As of the time of Mr***’s purchase, T-Mobile provided a 14-day return period which allowed Mr*** to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase
By purchasing T-Mobile equipment, Mr*** received a one-year limited warranty provided by the manufacturer of his deviceDuring the limited warranty period, Mr*** was 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 Wattanty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
On May 24, 2017, T-Mobile provided a replacement handset to Mr*** as a courtesyT-Mobile records do not indicate that Mr*** has contacted us to report handset concerns since the replacement handset was picked upMr***’s account reflects substantial usage over the past few months, which indicates that he has received the benefit of our serviceIf Mr*** needs assistance with his handset, he may contact Customer Care at (800) 937-for assistanceT-Mobile appreciates Mr***’s business and we regret any inconvenience that he may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

Complaint: ***
I am rejecting this response because:
Hello, I was looking for information to update this but I have not found it. The merchant has refunded our purchase but has not responded to the complaint completely. We are still waiting . Part two of the complaint is that we do not want to be billed for services we were unable to use. This company set up an accountWe would like confirmation that the account has been closed and that we will not be billed for any services since we were unable to use said service. Thank you *** *** Sent from Mail for Windows

June 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 June 13, 2017, regarding the above-referenced account
T-Mobile regrets any billing concerns Ms*** has experiencedT-Mobile records indicate Ms*** was sent a billing statement on April 22, 2017, in the amount of $355.76, which consisted of a past due balance of $200.00, new monthly recurring charges for services from April 23, 2017, through May 22, 2017, as well as a restore from suspend fee of $Please note that Ms***’s account has carried a past due balance since October 2016, and has been suspended for non-payment twelve times in the same periodPursuant to T-Mobile policy, if an account is suspended for non-payment, and later restored, a fee of up to $may be charged
Review of the account confirms that on April 21, 2017, Ms*** contacted our Customer Care department and agreed to a payment arrangement totaling $with the following terms; an immediate payment of $and a payment in the amount of $on May 12, It is important to note that the agreed upon terms of the payment arrangement advise that a payment arrangement cannot be modifiedRegretfully, Ms***’s agreed upon payment arrangement failed on May 12,
However, on May 15, 2017, Ms*** agreed to a new payment arrangement for a total of $with the following terms; a payment of $on May 29, 2017, and a payment of $on June 12,
Ms*** was then sent a billing statement dated May 22, 2017, in the amount of $445.12, which consisted of a past due balance of $315.76, as well as new monthly recurring charges of $for services from May 23, 2017, through June 22,
Unfortunately, on May 29, 2017, Ms***’s first agreed upon installment failedFollowing a conversation with our Financial Care on May 30, 2017, as a policy exception, the payment arrangement was modified to the following terms; a payment of the past due balance of $to be made on June 15, Please note that as the account continued to carry a past due balance, the account was subject to standard collections handling up to and including cancellation of service
On June 2, 2017, T-Mobile received two payments totaling $toward the past due account balance, reducing the account balance to $On June 8, 2017, Ms***’s account was suspended for non-paymentFollowing a conversation with our Customer Care later the same day, T-Mobile restores services to Ms***’s accountPlease note, as a courtesy, a restore from suspend fee was not charged to the account; however, a credit of $was issued to the account, reducing the balance owed to $
Furthermore, on June 11, 2017, T-Mobile partially suspended the outbound services of Ms***’s account, as the account continued to remain past dueFollowing a conversation with our Customer Care on June 12, 2017, T-Mobile cancelled the previous payment arrangement, pursuant to Ms***’s requestAt this time, T-Mobile resumed services to Ms***’s account, and placed a collection hold through June 22, 2017, as a courtesy, which prevented any interruptions of service during this timeMs*** then agreed to a new payment arrangement of the following terms; a payment in the amount of $on June 15, Regretfully, on June 15, 2017, Ms***’s agreed upon payment of $was not remitted to the account
In an effort to amicably resolve Ms***’s concerns, on June 21, 2017, T-Mobile offered an Extended Payment Arrangement (“EPS”) for the outstanding balanceAn EPS is a payment arrangement that allows a customer to pay their balance off in monthly installmentsMs*** agreed to the following terms of the EPS; seven payments of $totaling $on the next seven billing statementsPlease note that Ms*** was also advised that the ability to finance equipment or activate additional lines of service is unavailable until the EPS is completed
As of the date of this letter, Ms***’s account reflects a zero balance, and is scheduled to be billed the monthly recurring charges as well as the first installment of the EPS on the next billing statementT-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ronnie A***
Executive Response

February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 23, 2018, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfaction. T-Mobile regrets any billing concerns Ms***’s may have experienced. Records confirm that Ms*** started services on November 9, 2017, and canceled service on December 19, 2017. As such Ms***’s was billed for one month of services that consisted of a $balance. Please be advised that this balance consisted of monthly recurring charges for service from November 10, 2017, through December 9, 2017, and one-time charges for international roaming in France for outbound and incoming calls at a toll of $cents a minute.T-Mobile records confirm that on December 22, 2017, Ms*** contacted Customer Care to remit payment for the balance due of $119.82. Regrettably, T-Mobile was unable to process Ms***’s payment utilizing the card she was providing as an error was received regarding a duplicate payment. As a payment was not located Ms*** was referred to a local T-Mobile retail location to submit payment. In review of the account T-Mobile records do not reflect that a payment was remitted at this time. Furthermore, records confirm that on January 24, 2018, Ms*** remitted a payment in the amount of $updating the balance to zero. Ms***’s account remains closed and reflects a zero balance. T-Mobile regrets any inconvenience this may have caused 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. Should you have any further questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MOBILE USA, INC.James H*** Executive Response

March 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder of Record: *** *** ***
Your File No
***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that the account holder of record is *** *** *** and that Ms*** has been designated as an authorized user of the accountWe are pleased to report that Ms***’s concerns have been addressed and resolved to her satisfaction
T-Mobile regrets any concern or inconvenience that Ms*** has experienced regarding our March This One’s On Us promotional offer and any concerns related to our Equipment Installment Plan (“EIP”) offeringWe appreciate the opportunity to respond to this matter
Beginning March 1, 2017, and running through March 5, 2017, T-Mobile offered qualified customers on an eligible rate plan a free additional line of serviceIn order to qualify for this offer, Customers were required to have established at least two previous voice lines of service and were required to activate a third line of service
Upon review of Ms***’ account, T-Mobile records reflect that on March 2, 2017, she contacted Customer Care and inquired on our March This One’s On Us promotional offerOur records reflect that on March 2, 2017, a System Identifying Module (“SIM”) card was ordered for Ms***, however a new line of service was not activated
T-Mobile records further reflect that on March 8, 2017, Ms***’ contacted Customer Care regarding the aforementioned promotional offer and as a result a new line of service was activated on her accountAs the offer window for the March This One’s On Us promotional offer had since closed, Customer Care escalated the promotion request to ancillary support staff
In Ms***’ letter to your office, she conveys dissatisfaction with our EIP offeringPlease note that 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 monthly installmentsOur records reflect that Ms***’ was interested in purchasing a Samsung Galaxy Jhandset via EIPPlease note that based off of the current qualification of Ms***’ above-referenced account, in order to purchase a Samsung Galaxy Jvia EIP, a down payment in the amount of $would need to be remitted in order to achieve the $per month installment price as the full retail price of the selected handset is $
Please be advised that on March 17, 2017, Mr***’ third line of service was approved for our March This One’s On Us promotional offerOn March 17, 2017, T-Mobile contacted Ms*** and in an effort to resolve her concerns, and as a one-time courtesy, offered to provide her with a Samsung Galaxy Jhandset free of chargePlease be advised that Ms***’ accepted this as a resolution to her concernsT-Mobile processed Ms***’ order and has a scheduled follon March 23, 2017, to absolve her of the associated order charges
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jason A***
Executive Response

June 16, 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 13, 2017, regarding the above-referenced accountT-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 the changing of her monthly billing due datePlease 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 28, 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 Ms*** reach out to TracFone’s Customer Service department to address any concerns with her monthly billing due date. TracFone’s Customer Service department can be reached at 1-877-440-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. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 1-877-290-ext*** Very truly yours, T-MOBILE USA, INC *** *** Executive Response

Revdex.com:
Thank you for your timely action in regards to my complaint (#***) with TmobileI am happy to inform you that the matter is now resolved and I would like to report complete satisfaction of my complaintI appreciate all your help in this matter
Sincerely,
*** ***