T-Mobile Usa Inc

June 20,
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 7, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets any concerns Mr*** experienced regarding the Tax Time Switcher offer and appreciates the opportunity to respond to his concernsOur records reflect that on February 24, 2017, and February 27, 2017, Mr*** ported two wireless numbers to T-Mobile ending in and T-Mobile is delighted that Mr*** chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier familyStarting January 5, 2017, postpaid customers that activated a new line of service on a T-Mobile ONE or Simple Choice with Unlimited Data rate plan and ported in a number were eligible to receive a $Mail In Rebate (“MIR”)
T-Mobile records reflect that on April 13, 2017, Mr*** was approved for the Tax Time Switcher offer in the amount of $per eligible line totaling $in the form of a prepaid MasterCardDue to an inadvertent error during processing, the MasterCard was sent with a zero balance
In an effort to resolve Mr***’s concerns, on June 14, 2017, T-Mobile advised that the prepaid MasterCard was mailed to the billing address on file in the amount of $Mr*** should expect to receive the card with seven to ten business days
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 customersT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Andrew S***
Executive Response

October 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence
dated October 8, 2015, regarding the above-referenced file numberPlease be advised that Ms*** is not listed on the account referenced as an authorized userAs such, we are unable to discuss the account with herIf the account holder would like to discuss their account, they may contact me at the number belowT-Mobile regrets any frustration Ms*** encountered with the Regulatory Programs FeeT-Mobile, like other wireless carriers, charges its customers a regulatory cost recovery feeT-Mobile’s Regulatory Programs Fee (RPF) is not a tax, but is a fee we collect and retain to help us recover the costs associated with funding and complying with a variety of government mandates, programs, and obligationsThe RPF is currently $per line of service in all states and cannot be waivedInformation regarding the RPF can be found in our terms and conditions on www.T-Mobile.comBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response

March 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated March 12, 2016, regarding the above-referenced accountT-Mobile sincerely regrets any inconvenience Mr*** has experienced regarding his recent insurance claimAs Mr*** may be aware, T-Mobile’s handset insurance feature is offered by Assurant Solutions, Inc., a third-party vendorIt’s important to note that in order to file an insurance claim a customer must contact Assurant directly to process their claimPursuant to Premium Handset Protection (PHP) insurance guidelines, anytime an insurance claim is initiated, an upfront insurance deductible is required in order to process the claimOur records confirm that on March 7, 2016, Mr*** initiated an insurance claim for his Samsung Galaxy ShandsetRegretfully, T-Mobile is unable to expedite the process of Assurant delivering replacement equipmentAny questions regarding Assurant’s policies or processes need to be directed to Assurant, who can be reached at 1-866-866-or online at www.myphpinfo.comIn an effort to resolve this matter amicably, on March 15, 2016, T-Mobile offered Mr*** the option of canceling his above-referenced insurance claim in order to allow him the opportunity to visit a T-Mobile retail location for the purpose of completing a JUMP! upgradeHowever upon speaking with Mr***, he has decided to allow the insurance claim to continue processing, and wait for the replacement equipment to be shipped from AssurantBased 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, INCZachary S*** Executive Response

May 26, 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 May 20, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that *** ** may have experienced regarding the restocking fee that she was charged forPlease note that T-Mobile has attempted to contact ** ** on May 24, 2016, May 25, 2016, and lastly on May 26, 2016, to gain authorization to speak with *** ** regarding her correspondence to your officePlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that *** ** is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting *** ** regarding her correspondence to your officeThe account holder of record may add *** ** to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, she may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-Mobile regrets any inconvenience to *** **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 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** Executive Response

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

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

June 1,
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 a letter dated May 24, 2017, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account is listed under the business name *** ***, and that *** *** has been designated as an authorized user of the accountWe have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets any concerns Mr*** experienced in regards to the Apple iPhone Trade Up promotional offerT-Mobile records confirm that on October 8, 2015, Mr*** qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone Silver 64GB handset on the mobile number ending in Mr*** was not required to pay a capital cost reduction but then agreed to a series of monthly lease payments of $
Please note that JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement
T-Mobile records confirm that on September 9, 2016, Mr*** qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of an Apple iPhone Plus Rose Gold 128GB handset on the line ending in Mr*** was required to pay a capital cost reduction of $and then agreed to a series of monthly lease payments of $
At the time of purchase, T-Mobile was offering the Apple iPhone TraofferAs part of this offer, new and existing postpaid customers who tradtheir fully paid off Apple iPhone handset, from any carrier, could receive a new Apple iPhone Plus 128GB handset for $220.00, after bill credits, when purchased on T-Mobile’s Equipment Installment Plan (“EIP”)It is important to note that as Mr***’s handset was not purchased on EIP, but was instead leased on the JUMP! On Demand lease offering, the handset did not qualify for the Apple iPhone Trapromotional offer
Records confirm that at the time of signing, Mr*** agreed to return his leased Apple iPhone handsetRegretfully, T-Mobile has no records of receipt of Mr***’s Apple iPhone handsetTherefore, Mr***’s JUMP! On Demand lease remained active and continued to bill to his accountOn May 20, 2017, Mr***’s JUMP! On Demand lease reached the month term; as such, the remaining Purchase Option Price amount of $173.83, was applied to the May 25, billing statement
As Mr***’s account did not qualify for the Apple iPhone Trapromotional offer, T-Mobile respectfully declines his request for credits to be applied to his account for the open JUMP! On Demand lease for the Apple iPhone Plus handset
However, in an effort to amicably resolve the matter, T-Mobile will allow Mr*** to return his Apple iPhone handset, within days of this letter, in good working condition, directly to my attention at:
T-Mobile USA, Inc
Executive Response
Attention: Diana J***
Menaul BlvdNE
Albuquerque, NM
Upon receipt of Mr***’s handset, T-Mobile will apply a credit of $to the accountT-Mobile recommends that Mr*** utilize a traceable carrier and obtain a tracking receipt at the time of mailingAdditionally, T-Mobile requests that Mr*** disables the “Find My iPhone” security feature prior to mailingPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty or the Find My iPhone feature be enabled, the handset will be returned to Mr*** and the balance will then be considered valid and owedShould Mr*** wish to discuss this matter further, he 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

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

April 30,
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 April 18, 2018, regarding the above-referenced account
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that *** *** is not an authorized user on the account which is associated with the mobile number he providedThe account holder of record may add Mr*** to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, the account holder may have one of the authorized users on the account contact our office at the number below to discuss this matter furtherT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext341-
Very truly yours,
T-MOBILE USA, INC
Ally *** Executive Response

Thanks for your help in resolving this complaintI have heard from the company and was told on the 28th I would be sent out a zero balance billDue to previous promises of being told that this was going to happen I prefer to keep the complaint open until I receive the zero balance billIf any
questions please call at *** *** *** or respond by email thanks

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,
*** ***

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,
*** *** ***

August 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** ** *** Your File No*** T-Mobile Prepaid No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”)
is in receipt of your correspondence dated July 28, 2016, regarding the above-referenced prepaid numberWe regret Ms***’s experience with her prepaid serviceOn July 22, 2016, Ms*** activated the above-referenced number with the purchase of prepaid serviceUnfortunately, as Ms*** indicates in her correspondence to your office that she requested a refund of her service due to not receiving coverage in the areas of her planned useWe regret any coverage issues Ms*** experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors that may interfere with actual service, quality, and availabilityPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Upon review of Ms***’s concerns, T-Mobile contacted her on July 28, 2016, and offered to resolve her concerns with a refund of $mailed to her in the form of a prepaid refund cardMs*** accepted this refund as resolutionPlease allow seven to ten business days for deliveryFor questions regarding approved refund card, Ms*** may contact the issuer of the card, Citibank, at 800-522-T-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, INCKimo C*** Executive Response

January 24, 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 20, 2017, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channelsWe regret any concerns Mr*** has experienced regarding the recent equipment purchase and returnOur records confirm that on November 28, 2016, Mr*** took advantage of our Equipment Installment Plan (“EIP”) offerings with the purchase of an iPhone gigabytes (“GB”) handset under the mobile number ending in ***At the time of purchase, a payment of $46.41, which included the taxes on the purchase and shipping, was remittedAlso, Mr*** agreed to monthly installments $T-Mobile has reviewed the order above and we found no confirmation of the handset being returned to T-MobileIn fact, we confirmed usage of the above mentioned handset under a T-Mobile Pay-As-Yservice ending in ***In an effort to amicably resolve this matter, on January 23, 2017, a refund in the amount of $was approved by T-Mobile and forwarded to Citibank, our third-party vendor, to be disbursed as a prepaid refund cardPlease allow up to ten business days for deliveryAdditionally, the EIP of the iPhone handset was closed and credited accordingly, leaving the account with a remaining balance of $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, INCAika A*** 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 However, the following needs to be noted in this response, from my original email: "On 4/25/2017, at 8:24AM, I talked to representative, MsAda, Id #***, and requested an extension until 10:00AM, on 4/28/ I explained my financial matter to her as wellShe put me on hold, twice, to get a supervisor approvalShe came back on the line and granted me the extension She told me that I didn't have to rush to pay the bill at 10:00AM on 4/24/She stated that she'd granted me til midnight to payShe stated, TWICE, that our calling and texting services WOULD NOT be interrupted She thanked me for being a valued customer as well". The above statements are why I had an issue with T-Mobile
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 meThey have assured me that there would be no penalties and will work with me to cancel the plan as soon as possible. Sincerely, *** ***

January 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 January 22, 2018, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms*** regarding her T-Mobile account According to our records Ms*** had stopped using the service on her mobile internet line ending *** as of June 20, 2016, as well as stopped using her voice line ending *** as of December 7, 2016; however, neither line of service shown to have a cancelation requestAdditionally, on December 19, 2017, Ms*** had suspended her mobile number ending *** for being lost or stolen. It is important to note that during a lost or stolen suspension, T-Mobile blocks the line from being used but our customers are still responsible for the full monthly access charges Although, customers are advised in our Terms and Conditions that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the charges, as a courtesy and in an effort to amicably resolve Ms***’s concern, T-Mobile has cancelled her mobile numbers ending ***, *** and *** effective January 22, 2018, and issued a credit in the amount of $for the monthly access charges from last date of usage through January 22, 2018, for each of the mobile numbers ending ***, *** and ***As such, this left Ms***’s account active with four lines of service consisting of three voice lines and a mobile internet line of service and a credit balance of $400.78, which will be forwarded February billing statementPlease note that on January 22, 2018, T-Mobile contacted Ms*** and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her 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

August 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 July 29, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** may have experienced regarding the billing of her accountT-Mobile records confirm that as of April 28, 2015, Ms*** account is participating in our Advantage ProgramT-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedMs*** account is not eligible for a monthly discount based on the terms of our new Advantage programMs*** will be eligible for the Reward cards with the purchase of a new handset upgradeMs*** may receive the $reward card by filling out and submitting the reward card form at www.t-mobile.com/promotions within thirty days of her new handset purchaseCustomers must log in under Promotional Requests using the mobile number and promotion code ADVUPG if they have performed an upgrade only or use the promotion code ADVNEW if they have set up a new line of service with device purchaseIf Ms*** has any further questions in regards to our Advantage Reward Program, she may contact our Advantage Rewards team directly at www.t-mobile.com/advantagerewardsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms*** recent contacts with our Customer CareIn an effort to amicably resolve this matter, T-Mobile is offering Ms*** a courtesy credit of $for the approximate total amount of a monthly corporate discount for twelve monthsMs*** may contact me at the number provided below by September 4, 2015, if she would like to accept this offer as a resolution to this matterT-Mobile regrets any inconvenience to Ms*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCLeah T*** Executive Response

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 17, 2018, from Ms*** regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms***, and that she and Ms*** are one and the same. Please be advised that we have made attempts to contact Ms*** which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter. At the time of Ms***’s activation of her account, T-Mobile provided a 14-day return period to all California customers that allowed them to use the service to see if it met their needs. If the service was not acceptable, then Ms*** could have canceled the service during that time without incurring an early termination fee. It should be noted, however, that if service was canceled during the provided return period, monthly service charges for usage incurred during that period were still considered valid and due. T-Mobile records indicate that on October 14, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone handsets as upgrade from her previous handsets. We regret any coverage issues Ms*** 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. Upon review of Ms***’s coverage area T-Mobile has determent this to be a great coverage area with LTE 700, LTE 1900, LTE 2100, and 4G/3G Ubands being broadcast. Furthermore, there are no reported outages or tower maintenance in the area and the service is working as expected. In an effort to resolve the matter, if Ms*** returns the two Apple iPhone handsets to my attention in like-new condition, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $1,224.96. The handsets can be mailed to our office at the following address: T-Mobile USA, Inc.Attn: James H*** c/o Executive ResponseP.OBox 37380Albuquerque, NM 87176T-Mobile recommends that Ms*** request a return tracking number when shipping the equipment back to T-Mobile. We ask that Ms*** please include the handsets, chargers and her account information within the box to ensure that she receive the proper credit upon receipt of the handsets. Ms*** is asked to disable the “Find my iPhone” application as T-Mobile cannot disable this application. If our final examination of the handset indicates that the devices have sustained either physical or liquid damage that would void the Limited Warranty, or the “Find my iPhone” application remains enabled the handset will be returned to Ms*** and the balance will then be considered valid and owed. In order to take advantage of this offer, Ms*** must have the equipment post marked for return no later than February 28, T-Mobile regrets any inconvenience this matter 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

February 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence February 6, 2018, regarding the above-referenced accountPlease note that the account holder of record is *** *** and *** *** is listed as an authorized user on the account
T-Mobile regrets any concerns Ms*** may have regarding her deviceT-Mobile records reflect that Ms*** purchased an LG Gsmartphone on September 24, By purchasing T-Mobile equipment, Ms*** receives a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Mr***’s account, this warranty has been extended as Ms*** subscribes to the optional JUMP! with Premium Device ProtectionDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her 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 damage
T-Mobile records indicate that Ms*** contacted our Customer Care team on December 29, 2017, to discuss issues with her LG GdeviceMs*** was offered a replacement device via T-Mobile’s Handset Exchange Program; however, this offer was declinedAdditionally, Ms*** did request a different make and model of replacement device, it was explained this is not an option with the Handset Exchange Program and her request was respectfully declined
While it is T-Mobile’s position Ms*** was given the correct information in regards to our Handset Exchange Program, in order to reach an amicable resolution, we have agreed to provide her with an alternative replacement deviceIn order to provide Ms*** with an alternate replacement device T-Mobile has made an exception and agreed to provide Ms*** with a Samsung Galaxy Sfree of chargeMs*** has been made advised that because this device is being provided for free, it will not carry the standard manufacturer’s limited warranty and she has been encouraged to remain subscribed to the JUMP! with Premium Device Protection feature for additional device protection
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
Liana G***
Executive Response