T-Mobile Usa Inc

July 19,
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 7, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** has experienced regarding his participation in a T-Mobile promotional offer and we appreciate the opportunity to provide our response to this matterPlease 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 contact with our retail location
Please be advised that there are several eligibility requirements which must be met in order to qualify for T-Mobile’s Carrier Freedom offerOne of these requirements was that Mr*** had to complete a device traat the time of activation and purchase new T-Mobile equipmentBased on T-Mobile’s investigation, we confirmed that there were no other device trade-ins completedAs such, Mr*** is ineligible to receive additional reimbursement for his mobile numbers ending in *** *** *** *** ***
The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceUpon T-Mobile’s review of Mr***’s account records, on June 14, 2017, the Carrier Freedom submission for the mobile number ending in was approved in the amount of $which was sent to Mr*** via prepaid debit card
However, upon speaking to Mr***, on July 18, 2017, and in an effort to amicably resolve the matter, T-Mobile offered a 30-day period during which time he may complete new T-Mobile equipment purchases for the above-referenced mobile numbers and send an unaltered copy of his final billing statement from his previous service provider to my attention at ***@T-Mobile.com
Upon receipt, T-Mobile agrees to submit for a prepaid debit card to be sent to Mr*** in the amount of his qualifying cancellation expenses less the previously reimbursed amount of $It is important to note that Mr*** may contact me at the number provided below within days from the date of this letter in order to accept our offerT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response

Subject: TmobileHi sorry I didn't know I had to respond to the email it did have a link on the messageI had been logging into phone and it looks differnt whenyou log into a computerT-MOBILE sent me replacement phone which is great they charged my account and said they would credit my account when they received old phone and that hasn't been taken care I've calling Zach since this Monday 12/when I got confirmation they had been delivered and he hasn't returned my calls

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

May 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 May 25, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr***’ concerns to his satisfaction
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr*** may have encounteredT-Mobile appreciates the feedback Mr*** has provided as it allows us to take the necessary steps to improve future customer experiences
From April 7, through May 24, 2017, T-Mobile customers who bought an LG Gor LG Vdevice on Equipment Installment Plan (“EIP") were able get the LG G Pad X for free after rebateAs is the case with all promotions, several requirements must be met in order to qualify for the offer
T-Mobile records confirm that, on April 8, 2017, Mr*** leased three LG Ghandsets were via T-Mobile’s JUMP! On Demand offerJUMP! On Demand is an month upgrade option using a lease as a financing methodJUMP! On Demand provides the flexibility to upgrade up to three times in a rolling month periodAlso on this date, three LG G Pad X tablets were purchased via EIPEIP 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 installmentsMr*** was not required to make a down payment, however he did agree to a series of monthly installments in the amount of $per tabletBecause the LG Ghandsets were not purchased via EIP, Mr*** did not qualify for the promotional offerT-Mobile truly regrets any confusion Mr*** may have experienced during this transaction
In an effort to provide Mr*** with a truly Un-carrier experience, T-Mobile has closed the EIP associated with the LG G Pad X tablets and waived the remaining amount owedAdditionally, credits have been applied to offset the previously billed installments resulting in a credit balance of $which will be applied to the upcoming billing statement
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

November 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA *** *** *** *** *** *** *** *** *** *** *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated November 18, 2015, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms*** satisfactionsT-Mobile regrets any billing concerns Ms*** had with her accountPlease note, T-Mobile’s Pay by the Month customers are eligible to enroll in the program AutoPay, With AutoPay customers can designate a payment method (credit/debit card or bank account) to automatically pay the entire amount due from their rate plan and feature charges every daysPlease note, AutoPay pulls only once per day period at the time of renewalIf customers renew early during a day period, AutoPay will reset to pull days from the new renewal dateOn November 14, 2015, Ms*** payment automatically remitted in the amount of $Please note shortly after on the same day she transferred her mobile number to another carrierT-Mobile regrets any inconvenience this may have causedIn an effort to amicably resolve this matter for Ms***, on November 24, 2015, T-Mobile refunded the amount of $in the form of a prepaid debit cardPlease note it may take seven to ten business days for Ms*** to receive her refund to the address provided to your agency in her correspondenceUpon speaking with Ms*** she accepted this as resolution to her issueBased 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

August 19, 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 August 11, 2016, regarding the above-referenced prepaid accountWe are pleased to report that we have resolved Mr***’s concerns to his satisfactionWe are sorry to hear that Mr*** had any dispute regarding his prepaid accountOur records reflect that Mr*** activated his prepaid account on November 9, Our records further reflect that as of May 13, 2011, Mr***’s prepaid status changed from a standard prepaid customer to a now grandfathered, Gold Reward memberPlease be advised the Gold Reward status can be reached one of two waysThe first is through an accrual of refills that total at least $The first refill following the final qualifying refill will be with Gold Rewards statusThe second way to achieve instant Gold Reward status is to purchase one refill coupon with a value of $Mr*** reached his Gold Reward through the first means by accruing refills that totaled $Gold Rewards provides our grandfathered prepaid customers with 365-day expirations regardless of refill amount as well as receiving 15% more minutes per refillIn order to maintain Gold Rewards status, a refill must be processed within days of the qualifying refillAccording to our records, Mr*** last refilled his account with a $payment on May 2, 2014, to bring his available balance to $However, as there payment was not completed before the day expiration, Mr*** minutes and balance expired, suspending the services and subsequently closing the account on August 1, Please 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.” Although it is T-Mobile’s position that Mr***’s account was closed accordingly, as a courtesy and in hopes that Mr*** will reconsider coming back to T-Mobile, we have offered to refund Mr*** his final balance of $by sending him a prepaid MasterCardPlease note that on August 18, 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 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, INCChristina S*** Executive Response

May 19,
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 7, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Ms***, she confirmed that her concerns have been resolved to her satisfaction
T-Mobile regrets any inconvenience Ms*** may have experienced in regard to the Free Add-A-Line: This One’s On Us! offerPlease be assured that T-Mobile strives to provide world-class service to all of our customers on 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***’s recent contact with our Customer Care
It is important to note that from March 1, 2017, through March 5, 2017, postpaid customers on an eligible plan who had a minimum of two voice lines could activate one additional line for free via monthly bill credits
T-Mobile records confirm Ms*** activated the above referenced account on April 16, 2016, with mobile number ending in On March 3, 2017, Ms*** activated two additional voice lines with mobile numbers ending in *** and *** during our Free Add-A-Line: This One’s On Us! offerPlease be advised it can take up to two billing cycles for the promotional Free Add-A-Line: This One’s On Us! monthly bill credit to reflect on the account
Regrettably, on April 26, 2017, T-Mobile records confirm Ms*** cancelled the voice line ending in ***As stated above, in order to qualify for the Free Add-A-Line: This One’s On Us! offer and receive the free line, customers must have a minimum of two active voice linesAs such, the cancellation of the line with mobile number ending in *** resulted in Ms***’s account not being eligible for the promotion
Review of the account confirms that T-Mobile applied an account credit in lieu of a refund to Ms*** on April 7, 2017, in the amount of $and a second credit on April 26, 2017, in the amount of $to cover any charges associated with line ending in ***Upon speaking with Ms*** on May 17, 2017, she confirmed that her concerns had previously been resolvedNevertheless, as a gesture of goodwill, T-Mobile applied an account credit which Ms*** accepted in the amount of $which resulted in a balance due of $on May 22,
In Ms***’s letter to your office, she states that a fourth line was activated on the above-referenced accountPlease note that T-Mobile records show no record of a fourth line having been activated on the accountT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carlos T*** Executive Response

August 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 August 5, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any inconvenience Ms*** has experienced regarding her equipmentT-Mobile records confirm that on March 16, 2017, Ms*** purchased an LG Stylo Plus device on Equipment Installment Plan (“EIP”)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 installmentsT-Mobile records indicate that Ms*** paid off her EIP for the LG Stylo Plus device early on March 19,
By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account this warranty has been extended as she subscribes to the optional JUMP! featureDuring 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 offers a variety of handset replacement options to our customersAs you may be aware, T-Mobile offers its customers the ability to exchange their handset through our Customer Service department rather than having to contact the handset manufacture for repair or replacement of non-working equipmentAlthough Ms*** advises in her letter to your office that her issues are related to a software update of the equipment, T-Mobile has no record of any reported known issues with her device
T-Mobile contacted Ms*** and in effort to amicably resolve this matter, T-Mobile offered to provide Ms*** with a credit in the amount of $towards the purchase of any device of her choosing
Pursuant to our phone conversation, Ms*** advised she would like to purchase an LG GdeviceMs*** placed an LG Gdevice on EIP and T-Mobile adjusted $along with the taxes and fess of the device purchaseThis adjustment was applied directly to the equipment balance and the LG Gdevice currently has an EIP amount of $to be paid in monthly installmentsFollowing the device order, Ms*** advised this matter has been resolved
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
Jamen F* Executive Response

February 23,
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 13, 2017, regarding the above-referenced account
T-Mobile regrets any billing concerns Mr*** may haveT-Mobile records indicate that Mr*** activated four lines of service on December 1, 2016, and selected our T-Mobile ONE rate plan for $for two lines, and $per additional line of servicePlease note that Mr***’s account was billed using our Bill Current system, which means he was billed from the 2nd of one month through the 1st of the next monthPlease also note that Mr*** enrolled in our free-of-charge AutoPay feature at this time, which automatically deducts the balance owed on an account up to three days prior to the associated account due-date using a stored payment method provided by Mr***
Additionally, at the time of Mr***’s activation of service, T-Mobile records indicate that he qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the following handsets:
• A Samsung Galaxy S for mobile number ending in *** for $689.99, with $down and installments of $
• A Samsung Galaxy S for mobile number ending in *** for $689.99, with $down and installments of $
• An LG Stylo Plus handset for mobile number ending in *** for $239.99, with $down and installments of $
Please note that if an account is cancelled, the remaining EIP balance is accelerated and billed to the account
Accordingly, on December 1, 2016, Mr*** was sent a billing statement in the amount of $for services from December 2, 2016, through January 1, Please note that Mr*** was not billed a monthly payment for the handsets listed above at this time
Regretfully, Mr*** cancelled his mobile numbers ending in *** and *** on December 16, 2016, when he ported them to another carrierPlease note that T-Mobile records do not indicate a request to cancel the mobile numbers ending in *** and *** at this time, and Mr***'s account continued to bill accordingly
Following a payment received by T-Mobile on December 20, 2016, in the amount of $182.10, Mr*** was sent a billing statement which reflected a due date of January 22, 2017, in the amount of $for services from January 2, 2017, through February 1, 2017, for the remaining lines of service as well as the monthly EIP payments for the two Galaxy S Edge handsets, and the LG Stylo Plus handset
Following a conversation with our Customer Care on January 11, 2017, T-Mobile cancelled Mr***’s remaining two lines of service at the close of the billing cycle of February 1, At this time, Mr*** provided tracking information for the returned handsets; however, Mr*** was advised that T-Mobile was yet to receive the handsets at this time
On January 20, 2017, as Mr*** remained enrolled in AutoPay, a payment was submitted for the amount billed of $It is important to note that the payment made in the amount of $on December 20, 2016, was returned by Mr***’s financial institution
On February 1, 2017, Mr*** was sent a billing statement in the amount of $which consisted of a past due balance of $182.02, and the monthly EIP payments for the handsets listed abovePlease note that the payment made in the amount of $was returned by Mr***’s financial institution on February 19, 2017, resulting in an account balance of $
Upon further review of Mr***’s account on February 22, 2017, T-Mobile confirmed the receipt of the handsets listed above, and issued a credit totaling $1,for the pending accelerated EIP chargesAdditionally, in an effort to resolve Mr***’s concerns, T-Mobile issued credits totaling the amount of $for the services billed from December 1, 2016, through the cancellation date of February 1, As of the date of this correspondence, Mr***’s account remains cancelled and reflects a zero balanceT-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
Ronnie A***
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

Revdex.com:
From: *** [mailto:***] Sent: Monday, May 08, 6:PM To: Complaints Subject: Complaint #*** Dear Sir, This is to inform you that my complaint against T-Mobile with complaint #***
should be withdrawn. My local T-Mobile store has assured me that the matter has been taken care of to my satisfaction Thank You, *** ***
*** *** ***
*** ** *** email: *** phone: ***

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

July 22, 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 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced in regards to her Mobile Device Unlock codeIt is important to note that device unlock codes are available to customers who meet our eligibility requirementsPlease note that prepaid account types must meet the following eligibility requirements: The device must have been used on the accountNo more than two unlock codes per line of service have been provided in a month periodThe line of service must have been active for the required days with the required $OR $in refills having been applied to the lineThe account must be in an active statusPlease note that Ms***’s prepaid account is eligible to receive a Mobile Device Unlock code for her deviceAs such, on July 19, 2016, T-Mobile emailed Ms*** with the Mobile Device Unlock code and instructions needed to unlock her deviceUpon speaking with Ms***, T-Mobile has determined that the Mobile Device Unlock code was successful and Ms***’s handset remains unlockedAs such, T-Mobile respectfully declines Ms***’s request for monetary compensationMs***’s prepaid account remains active as of the date of this letterBased 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, INCDiana J*** 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,
*** *** ***

Complaint: ***
I am rejecting this response because:
*** Hello, I recently filed a complaint against T-Mobile USA regarding our bill statements and charges that we were added onto our account without our consent or knowledgeWe have tried speaking with T-Mobile to address this issue with them and it has not been resolvedI contacted Revdex.com to have them help us with the issue and Mercedes at T-Mobile reached out to me to help resolve this issueMany of the fees that we were charged for Mercedes was unable to refund to our account since it had been more than daysI have been trying to get help with our account at T-Mobile since December meaning its been more than days that I have consistently contacted customer service, store representatives, supervisors, and recently the CEO with complaints regarding the bill statementsWhen we opened the two additional lines on the account, the T-Mobile representative told us we would be paying a month for our rate plan now Mercedes is telling me that we are being charged plus dollars per line that was addedWhy weren't we explained this at the time of our purchase? I do not want anymore services with T-Mobile, they say they are willing to work with us and they aren't and it is extremely frustrating that they don't have the courtesy to hear us out as Mercedes kept interrupting me when I was speaking to her nor refund ALL the fees that were charged on the account even when we have tried a numerous amount of times to resolve this matter with T-MobileWhat can we do now?

January 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 12, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr*** concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr*** experienced in regards to his T-Mobile accountT-Mobile records confirm that on November 15, 2013, Mr*** activated a postpaid account with one voice line of service ending in ***On September 15, 2016, Mr*** activated two additional voice lines of service ending in *** and ***On that day, Mr*** account was subscribed to the T-Mobile ONE rate plan for $130.00, per month, plus applicable taxes for the first two voice lines of serviceAdditionally, Mr*** add-a-lines are $per month, plus taxesPlease note that Mr*** above referenced account was enrolled in AutoPay on the day of activationAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayAs Mr*** authorized AutoPay, T-Mobile is authorized to automatically deduct payments from the credit card account providedAs part of the T-Mobile ONE rate plan, customers have the option of adding AutoPay to their account and therefore will receive a monthly bill credit of $5.00, plus taxes, per line of servicePlease note that it may take one to two billing cycles for the AutoPay discount to apply to the accountRecords confirm that on the billing statement dated October 2, 2016, the AutoPay discount was applied, and a credit of $was applied to Mr*** accountOn September 19, 2016, Mr*** activated an additional voice line of service ending in ***It is important to note that at the time of activation, T-Mobile was offering the T-Mobile ONE fourth line free promotional rate plan, which allowed customers to activate up to four voice lines of service on the T-Mobile ONE rate plan, and receive a monthly bill credit of $per month, making the fourth voice line of service freeIt is important to note that it may take one to two billing cycles for the credit of $to be applied to the accountHowever, records confirm that on November 11, 2016, on the first billing statement following Mr*** activation, the $credit was applied to Mr*** accountAdditionally, on December 27, 2016, the second credit of $was applied to Mr*** accountIt is T-Mobile’s position that the promotional fourth line free credit is applying correctly to Mr*** accountOn September 15, 2016, Mr*** qualified for an took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Rose Gold handset with 32GB of memoryMr*** was not required to make a down payment and agreed to monthly installments of $At the time of purchase T-Mobile was offering the Apple iPhone Trade Up offer, which allowed customers to trade in their fully paid off Apple iPhone from any carrier, and receive EIP bill credits, reducing the overall cost of the newly purchased handsetT-Mobile records confirm that Mr*** traded in an Apple iPhone 5c Blue handset with 16GB of memoryTherefore, Mr*** would have received monthly bill credits of $15.37, for a total EIP credit of $Due to an inadvertent error, Mr*** trade in handset did not register towards the Apple iPhone Trade Up offer, and therefore, the monthly bill credit of $did not begin applying to Mr*** accountIn an effort to amicably resolve the matter and as a one-time courtesy to Mr***, on January 17, 2017, T-Mobile closed Mr*** EIP on the Apple iPhone Rose Gold handset, and applied a credit of $to the accelerated EIP balance, reducing the balance to zeroMr*** accepted this as a resolution to his concernsBased 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, INCDiana J*** 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

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 December 31, 2015, 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 accountT-Mobile regrets any continued frustration Mr*** has encountered with our JUMP! On Demand and JUMP! programsAs Mr*** states in his correspondence, he has been listed on the above account as an authorized userTherefore, Mr*** is authorized to manage the account on behalf of *** *** and can therefore make changes as well as order equipmentAuthorized users cannot however request cancellation of the account or activate new numbers as these requests must be handled by the account holderAs stated in our previous response, the equipment on Mr***’s account is financed through an Equipment Installment Plan (“EIP”) loanIt is important to note that customers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per month period beginning six months after enrollmentFollowing the initial launch of our JUMP! program, we made some changes and launched the new JUMP! feature wherein customers who are enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodCustomers who were subscribed to the initial JUMP! feature were not required to change to the new JUMP! featureFinally, as stated in our previous correspondence, since Mr***’s equipment is financed through an EIP loan, he is not eligible to trade in his equipment toward a JUMP! On Demand (“JOD”) leaseMr*** or Mr*** must first pay the existing EIP loan balance in full before their equipment is eligible to trade toward a JOD lease, or any JOD lease promotionsMr*** may verify the outstanding balance for the EIP loans by visiting www.T-Mobile.comT-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, INCBrian W*** 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

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