T-Mobile Usa Inc

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

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 date July 6, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** had with regards to our TrapromotionPlease be advised that with this offer, customers were required to purchase an iPhone handset under an Equipment Installment Plan (“EIP”)On October 14, 2016, our records show that Ms*** upgraded to an iPhone handset under our Jump on Demand (“JOD”) lease program and as such she was not eligible for the Trapromotion
Although it is T-Mobile’s position that Ms*** is not eligible for our Trapromotion, in an effort to amicably resolve this matter, we closed the remaining JOD balance of her iPhone handset in the total amount of $and issued a billing credit in the amount of $182.00, updating her account to a credit balance of $Ms*** agreed to this offer as resolution to her concernsT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Cesar R***
Executive Response

April 14,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Pre-paid NoXXX-XXX-***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced pre-paid numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr*** is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr*** should expect excellent coverage
Please note T-Mobile has worked with Mr*** regarding his concerns and on March 29, 2017, a trouble ticket was filed so our engineer team can further review the areaOur engineer team confirmed that Mr***’s area is currently undergoing network improvements which should be fully completed within the next six months
In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $for two months of serviceT-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
Jennifer G***
Executive Response

February 1, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western ***Station 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 delighted to have been able to resolve this matter with Ms***.T-Mobile is truly sorry to hear that Ms*** had anything but a great Un-Carrier experience while working with our team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret that Ms*** did not feel that was her experience with our Customer Care, and appreciate the opportunity to address her concerns. Pursuant to our previous response to your office, dated December 29, 2017, in response to file number ***, T-Mobile assisted Ms*** with an out-of-policy account collections hold, in order to allow her additional time to remit payment without suspension. However, as mentioned in our previous response, the collections hold expired on January 20, 2018, after which any remaining past due account balance would be eligible for collection activity. Please note that T-Mobile did not receive any additional payments during the time which the account was being held, and on January 22, 2018, Ms***’s account was suspended for non-payment with a balance owed of $544.70, as reflected on the billing statements dated November 12, 2017; December 12, and January 11, 2018. That same day, Ms*** contacted Customer Care to remit a payment in the amount of $222.00, reducing the balance owed to $In addition, Ms*** created a payment arrangement to restore services, and a restore-from-suspend fee was immediately added to the account balance, bringing the account to a revised balance owed of $345.10. Please note that Ms*** agreed to the following future dated payments in order to secure services: • Installment 1: January 29, -$69.02 • Installment 2: February 12, - $276.08Regarding Ms***’s concerns about the cost of her monthly services, please note that Ms*** has one line of service on our Simple Choice rate plan for $per month, with unlimited data for $per month, and JUMP! for $per month. Including taxes and fees, Ms*** is expected to pay $per month. Additionally, Ms*** has three payments remaining on her Equipment Installment Plan (“EIP”) for her Apple iPhone 6S Plus handset, which is charged at a monthly rate of $per month. Including her equipment, Ms*** is expected to pay $per month. Please note that a thorough review of Ms***’s billing statement history confirms that Ms***’s charges are being accurately assessed, with the only monthly variances being restore-from-suspend fees, payment support fees, payment arrangement fees and late payment fees. Upon reaching Ms*** to discuss this matter, T-Mobile advised on the ways in which additional fees can be avoided, including that payments and payment arrangements can both be processed online at My.T-Mobile.com or within the T-Mobile App in order to avoid the $fee which is assessed for each being processed by our Customer Care. Additionally, Ms*** can avoid restore from suspend and late fees by remitting payment in full within ten days of her account due date. Please note that it is T-Mobile’s position that Ms***’s account balance is valid and owed, and we would respectfully decline Ms***’s request for compensation regarding this matter. As a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile assisted Ms*** with a courtesy payment arrangement in order to secure her services. Please note that T-Mobile removed Ms***’s previous payment arrangement; however as this occurred on January 29, 2018, T-Mobile anticipates that Ms***’s previously agreed upon payment of $will withdraw from her selected payment method as expected. Then, Ms*** agreed to the following payments: • Installment 1: February , 2018- $180.00 • Installment 2: February 26, 2018- $145.00 Thereafter, on March 12, 2018, Ms*** indicates that she will be able to remit payment in full for the remaining balance owed for the account. T-Mobile advised Ms*** that if the payments above are not remitted as agreed, the account will be suspended for non-payment and we will be unable to honor further out-of-policy payment arrangements. T-Mobile also recommended that Ms*** change to our T-Mobile ONE rate plan in order to save around $per month, and instructed Ms*** to contact Customer Care or visit the T-Mobile App in order to make the changes. Ms*** accepted this offer and information as resolution in full to 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext***. Very truly yours,T-MOBILE USA, INC.Kayla J*** Executive Response

February 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 January 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile made several attempts to contact Mr*** that have proven unsuccessful. At this time, we will respond to both you and Mr*** with this letter T-Mobile regrets that Mr*** has concerns with the JUMP! traprocess and with the credits that were offered from Samsung regarding the Note recall. T-Mobile records from August 21, show that Mr*** purchased two Samsung Galaxy SEDGE handsets with our Equipment Installment Plan (“EIP”) for his mobile numbers ending in *** and ***. Mr*** was not asked to make a down-payment and he agreed to pay monthly installments in the amount of $each. Mr***’s mobile numbers ending in *** and *** each subscribe to the optional JUMP! with Premium Handset Protection (“PHP”) feature for $per mobile number per month. With JUMP! with PHP, every six months, customers may upgrade to the newest handset and tratheir handset on EIP to have the balance paid off. On August 3, 2016, a handset upgrade order for Mr***’s mobile number ending in *** was processed although this order was not processed as a JUMP! upgrade; therefore, a Return Merchandise Authorization (“RMA”) was not created for Mr***’s Samsung Galaxy SEDGE handset that was under EIP for his mobile number ending in ***. On August 19, 2016, Mr***’s mobile number ending in *** participated in a JUMP! upgrade and he tradthe Samsung Galaxy SEDGE handset for that line of service. The Samsung Galaxy SEDGE handset with International Mobile Equipment Identifier (“IMEI”) number *** was received on August 29, and the EIP with the balance of $was paid off for the mobile number ending in ***. As of February 5, 2017, The Samsung Galaxy SEDGE with IMEI number ***, which was in use on Mr***’s mobile number ending in ***, has not been received by T-Mobile or by the Assurant return center, which is why the EIP associated with that handset remained open. Despite T-Mobile showing no record of receiving the Samsung Galaxy SEDGE handset, on January 16, 2017, T-Mobile closed the EIP associated with this handset and the balance of $was billed to the account. Mr***’s billing period closes on the 18th of each month and the billing statement dated January 18, shows the final charge for the EIP balance of $227.49. In addition, on January 16, 2017, T-Mobile issued a credit to the account in the amount of $for the final EIP balance for the SEDGE. Mr***’s billing statement dated January 18, reflects both the credit and charge of $for the final EIP balance for the Samsung Galax SEDGE. In addition, on January 16, 2017, T-Mobile issued a credit to Mr***’s account in the amount of $for four EIP installments that were billed to his mobile number ending in *** for the Samsung Galaxy SEDGE for the billing statements dated September 18, 2016, October 18, 2016, November 18, and December 18, 2016. There was one final installment of $32.50, along with the final balance of $that was billed to the billing statement dated January 18, 2017. As a courtesy, on February 5, 2017, T-Mobile issued a credit in the amount of $to Mr***’s account for the EIP installment for the Samsung Galaxy SEDGE handset that was billed on the January 18, billing statement. Mr*** will not be charged again for the Samsung Galaxy SEDGE handset that was associated with his mobile number ending in *** and at this time, all installments since September 2016, as well as the final EIP balance for the handset, have been credited in full. Samsung offered all customers that were affected by the Samsung Note recall a bill credit of $if they purchased another Samsung handset to replace the Note 7. T-Mobile records confirm that Mr*** purchased the Samsung Note handsets and turned them in to purchase two Samsung Galaxy SEDGE handsets on October 15, 2016, which makes him eligible for two $credits on behalf of Samsung. T-Mobile records indicate that Mr*** received two $credits, for a total of $50.00, on October 10, 2016, which was applied based on the offer from Samsung. In addition, on November 15, 2016, Mr*** received two additional $credits for the Samsung offer. In total, Mr*** received $in credits from the Samsung offer. On February 5, 2017, T-Mobile issued two additional $credits to Mr***’s account for this offer and a total of $in credit was issued to his account. With the two $credits that were applied to Mr***’s account on October 10, 2016, November 15, and on February 5, 2017, Mr*** has now received all of the credits that were being offered by Samsung for the Note recall. With the credits of $that were issued to Mr***’s account on February 5, 2017, his revised balance is now $97.74, which is due by February 11, 2017. Please note that T-Mobile confirmed that all charges associated with the missing Samsung Galaxy SEDGE handset and all credits offered by Samsung regarding the Note recall have been issued to Mr***’s account at this time. T-Mobile regrets any confusion that this matter may have caused Mr*** and we appreciate his business 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 Ally Y*** Executive Response

April 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 March 28, 2017, regarding the above-referenced account. T-Mobile regrets that Ms*** has concerns with the amount of her billing statements and with her experience with our Retail Sales Representative. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location T-Mobile records indicate that Ms***’s account was activated with four mobile numbers and one Mobile Internet (“MI”) line of service on October 29, 2015. Since October 29, 2015, Ms***’s account has been subscribed to our now grandfathered Simple Choice North America Unlimited Talk, Text and Data rate plan for $per month for four lines of serviceOn March 9, 2016, Ms*** added the optional Premium Handset Protection (“PHP”) for $per mobile number per month to her mobile numbers ending in and 7478. MsMoore’s MI line of service ending in is subscribed to our North America MI 5GB plan for $per month (after a $monthly MI bill credit). Ms***’s monthly service charges and optional PHP features total $per month before additional usage charges, taxes and fees. On October 29, 2015, Ms*** leased an Apple iPhone GB handset and a Samsung Galaxy Shandset with our JUMP! On Demand (“JOD”) leasing option; she agreed to pay 18-monthly installments on each device totaling $per month. Then on November 6, 2015, Ms*** purchased a Samsung Galaxy Tab with our Equipment Installment Plan (“EIP”). Ms*** was not asked to make a down-payment for the Samsung Galaxy Tab and she agreed to pay 24-monthly installments in the amount of $13.34. Due to promotions that Ms*** qualified for at the time of the EIP and JOD lease agreements, she is receiving $per month in monthly bill credits toward her EIP for the Samsung Galaxy Tab and JOD lease for the Samsung Galaxy Shandset With the EIP and JOD lease monthly installment charges, Ms***’s monthly billing statement totals $per month before additional usage charges, taxes and fees T-Mobile reviewed Ms***’s billing statements and we’ve confirmed that she is being billed accurately for the services to which she subscribes. Ms***’s billing statement dated January 1, reflected a total balance due in the amount of $for the monthly access charges, EIP and JOD monthly installments and taxes. The payment was due by January 22, 2017. On January 9, 2017, a credit in the amount of $was issued to the account for the promotional monthly bill credit that Ms*** receives toward the JOD lease for the Samsung Galaxy Shandset. On January 18, 2017, a payment in the amount of $was received, which left a remaining balance due in the amount of $The past due balance of $was carried over to Ms***’s billing statement dated February 1, 2017, the total balance due by February 22, was $245.62, which consisted of the past due balance, monthly access charges, the optional PHP features, EIP and JOD lease monthly installments and taxes. On February 4, 2017, a credit in the amount of $was issued to the account for the Samsung Galaxy Tab promotion and on February 8, a credit in the amount of $was issued to the account for the Samsung Galaxy Spromotion, which left a revised balance due in the amount of $223.28. On February 11, 2017, T-Mobile received a payment in the amount of $206.00, which left a revised balance due in the amount of $17.28. On March 3, 2017, T-Mobile issued the $promotional credit to the account, which left a past due balance in the amount of $that was carried over the billing statement dated March 1, 2017. Ms***’s billing statement dated March 1, reflects a total balance due in the amount of $240.24, which includes the past due balance of $and new charges for the monthly access charges, PHP features, EIP and JOD monthly installments and taxes. T-Mobile is billing Ms*** accurately and we would recommend that she pay the balance due on the account by the 22nd of each month to ensure active services. Ms*** has the option to remove the optional PHP features, which would reduce her monthly charges by $per month. Ms*** may also decide to change her rate plan to a current T-Mobile ONE rate plan and if she were to enroll in the AutoPay option she can save up to an additional $per month with our $per line AutoPay monthly billing discount Please be advised that the difference in price is the amount of taxes although the services and equipment charges total $before taxes are assessedPlease understand that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the tax. Geographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districts. Tax laws require that mobile service be taxed based on the subscriber’s Primary Place of use (“PPU”) which may or may not be the same as the subscriber’s billing address. It is T-Mobile’s position that Ms*** has been billed accurately for the rate plan and services to which she subscribes. As a gesture of goodwill and as final resolution in this matter, T-Mobile offered to issue a one-time $credit to Ms***’s account if she decides to continue serviceIn the alternative, if Ms*** decides to cancel the account we offered to accept her equipment back early, provided it’s in good condition, and close the leases. We hope to continue to serve Ms*** and she may contact me on my number below if she would like to accept our resolution offer. T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should 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

February 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
Station Drive, Ste
DuPont, WA
Re: Tony ** *** 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 February 15, 2018, regarding the above-referenced prepaid number
T-Mobile regrets to hear that MrH*** has experienced concerns with his coverageT-Mobile records confirm that on November 20, 2015, MrH*** activated his T-Mobile 4G monthly prepaid account with his mobile number ending in ***MrH***’ account is a pay in advance account that provides days of service without any contract or credit check needed
In attempting to resolve MsH***’ concerns, we began by verifying his address as compared to our coverage mapWe were able to confirm that his Addison, Michigan address is in 4G LTE coverage area with unreported issuesMrH***’ coverage also has MHZ frequency available, which helps with in-building coverage; however; his Apple iPhone Plus is not compatible with this frequency
In addition, MrH*** states in his correspondence that he also has issues with coverage when he travels to different citiesOur goal is to provide our customers with the best experience possibleUnfortunately, we are unable to guarantee coverage in any location, and as stated in our Terms and Conditions, coverage may vary and change without noticeThere are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability
It is important to note that we have no record of MrH*** contacting us with concerns regarding his coverage prior to February 20, It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsThis information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or submitting a trouble ticket with the details for our engineering team to reviewIn an effort to amicably resolve this matter, MrH*** may contact me directly at the number provided below to provide examples of any coverage issues and to perform troubleshootingMrH*** may also provide the address of the nearby cities where he is having issues for review
After troubleshooting, T-Mobile can send the details to our engineering team for reviewT-Mobile respectfully declines any compensation for payment remitted for servicesAs of February 20, 2018, the account remains paid through February 27, 2018, with a zero balanceT-Mobile regrets any inconvenience to MrH*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext341-
Very truly yours,
T-MOBILE USA, INC
Ligia M*** Executive Response

Revdex.com:
Revdex.com,
Within a couple of days after receiving word from you, T-Mobile contacted us and resolved this issueThis would not have happened without your interventionI truly appreciate what you do on behalf of consumers who have a legitimate complaints
Thank you very
much for helping us in this regard
Sincerely,
*** *** (complaint #***)

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

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

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

August 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 August 11, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Mr***’s satisfactionWe are sorry to hear that Mr*** had concerns with his non-working LG handsetOur records confirm that on January 15, 2016, Mr*** elected to exchange his non-working LG Ghandset with another device of the same model through our Handset Exchange ProgramAdditionally, on March 14, 2016, Mr*** elected to replace his LG Ghandset with another device of the same model through our Handset Exchange ProgramPlease note that each time a handset exchange is processed there is a $fee on the following billing statementMr*** is subscribed to our JUMP! program which provides him with the benefit of tradihis current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentUsing our JUMP! program, on August 12, 2016, Mr*** traded in his LG Ghandset, which closed out the remaining EIP balance, and elected to purchase a new Apple iPhone SE on our EIP program by paying taxes up front for the Apple iPhone SE handsetOn August 10, 2016, Mr*** contacted us and was offered a $adjustment for his concerns, at which time he declinedOn August 12, 2016, T-Mobile contacted Mr*** and offered to issue a credit of $for the above mentioned issues, which he accepted as full resolution to his concernsAfter the billing credit, Mr***’s account reflects a balance in the amount of $which is due on August 20, 2016, and consists of monthly recurring charges for the periods of June 28, 2016, through July 27, T-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, INCTaylor B*** Executive Response

February 6,
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 3, 2017, regarding the above-referenced account.
We regret to hear that Mr*** had any concerns regarding his returned deviceAccording to our records on October 20, 2016, Mr*** ordered a LG Vthrough our 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 installments.
At the time of purchase, Mr*** was paid a down payment of $and he agreed to pay $62.41, which is for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $30.00, which appeared on the first bill following the purchase of the device.
Our records further reflect that Mr*** contacted T-Mobile Customer Care on November 13, 2016, to see about returning the device as it did not meet his needsUnfortunately, as of today’s date we were unable to locate the device at our warehouse
Nevertheless, we have confirmed that the last date of usage on the LG Vwas on November 13, 2016, as such, we have blocked the device by adding its unique serial number or International Mobile Equipment Identifier (“IMEI”) to a global database and within hours the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. Additionally, we have adjusted Mr*** for the two billed EIP monthly payments back to his T-Mobile account and issued a refund in the amount of $for the down payment and the taxes back to the original credit card usedWe apologize for the inconveniences this has caused Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

January 24, 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 19, 2018, regarding the above-referenced account. 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***’ concerns within this letter. T-Mobile regrets that Ms*** has chosen another wireless service provider and that she has concerns regarding her Mobile Device Unlock request. Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Ms***’ account confirms that on January 16, 2018, we received a request for a Mobile Device Unlock for the device used on mobile number ending in 1085. T-Mobile records further reflect that on January 19, 2018, Ms***’ handset was unlocked and instructions to complete the process were sent to her email address. However, T-Mobile records reflect that the handset requested to be unlocked was an Apple iPhone X. In Ms***’ correspondence, she identifies the handset in question as an Apple iPhone Plus. T-Mobile records do not reflect that Ms*** purchased an Apple iPhone Plus. Should Ms*** still have concerns regarding her Mobile Device Unlock request, she may contact me directly at the number below. We regret 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. Should you have any further questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MOBILE USA, INC.David ***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

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,
*** ***

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

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

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, *** ***

Complaint: ***I am rejecting this response because: They have not contacted me and did not respond to my last e-mail. Also when you terminate an account then the whole account goes away and not just part of it
first email
Good Afternoon,
The best number to reach me is at *** most days after 3pmWork nightsHowever I am not always able to answerSo to make things easier You can call my husband at ***-xxxx anytime after 3pm weekdaysOtherwise you can reach him anytime at ***xxxxI do want to thank you for your assistance in this matterThank you
*** and ***
Second email sent today in response to a phone messagecalled and left message with Jason, phone numbers removed from this response for security reasons
Got your phone message and tried to call yesterdayGuess you were busy. Will try again
You said we still had some active lines and these were terminated when the account was closed or should have beenI have never terminated an account with anyone that didn’t terminate the entire accountI really don’t get thatSo as mentioned before in several phone calls and a certified letter My account was terminated at the t-mobil office on Normandy blvd in Jacksonville, FLOn august 9th of This was done by phone at that office because we had to get some numbers from t-mobil to take to metroPCS just to get service from themWe were assured that the account was settledTo me common sense is when you remove your service that you are terminating, you are removing the entire account and not just part of itEven then it should have at least been mentioned instead of saying the account was closed. So here we are with me repeating myself againClose my account as it should have been, make sure the entire account is closed, and everybody will be happy
Thank you for your time
If this email doesn’t get there this time I will then write another certified letter addressed to you with this same info in itAnd again if I am not available then pls call my husband at *** * work late hours and he is up during the daytimeAlso I will check my spam filter just in case I don’t get an emailGot a letter from Revdex.com yesterday and will see what it says and answer accordingly and will mentioned that you are making an effort
*** ***
So we are attempting to resolve this and now my husband will also call today 12/17/