T-Mobile Usa Inc

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

June 13,
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 31, 2017, regarding the above-referenced accountPlease be advised that we have attempted to contact Mr***, which has 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 non-return fee chargeOn December 30, 2016, replacement equipment was ordered for Mr***’s Apple iPhone Gold 16GB handset, through Assurant Solutions, Inc., the provider of Mr***’s handset insuranceRecords confirm that Mr*** paid the required $deductible and the handset was shipped to him on the same day
Please be advised that in each replacement box, a set of instructions is provided to inform Mr*** on how to return his equipment so as to avoid being charged a non-return feeOur records indicate that Assurant Solutions, Incdid not receive the handsetAs such; Mr***’s account was charged $287.99, for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Mr*** at the time the exchange was processed
Please note that as of May 26, 2017, Mr***’s account reflected past due balance of $650.17, for the monthly recurring charges on his April 3, 2017, and May 3, 2017, billing statementsOn that day, T-Mobile applied $100.00, for a partial credit of the non-return fee, reducing the balance owed to $
Records confirm that Mr*** then agreed to an Extended Payment Schedule payment arrangementAs part of this payment arrangement, Mr*** agreed to pay the remaining balance of $into payments of $on his following eight billing statementsAs a result, Mr***’s account balance was reduced to zero
In an effort to resolve the matter, T-Mobile has blocked the IMEI number of the handset and agreed to waive the $non-return fee in fullAs Mr*** had previously received a $credit, on June 2, 2017, T-Mobile applied the remaining credit of $to Mr***’s account, bringing the account to a credit balance of $Should 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

September 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 6, 2017, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has contacted Mr*** and resolved his concerns to his satisfaction
We regret any inconvenience to Mr*** regarding his account balance and we appreciate the opportunity to address Mr***’s concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s activation
T-Mobile records indicate on May 30, 2017, Mr*** activated the above-referenced account with three lines of service and was enrolled in our T-Mobile ONE rate plan at $per monthAt time, Mr*** qualified for and took advantage of the 50% off Add A line promotion which was assigned to line of service with mobile number ending in ***
Please note that Ms***’s account was activated by an authorized T-Mobile dealerThe selling partner has approval to acquire both individual liable and corporate liable customers via door-to-door salesDevice pricing and rate plan pricing mirror T-Mobile
Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for Mr***’s rate plan were billed in advance of the service being provided and became due within that billing cycleIn Mr***’s case, the billing cycle stared on the 3rd of the month and ended on the 2nd of the following month and had a due date of the 23rd prior to the start of the new billing cycle
Mr***’s first billing statement was produced in the amount of $(discount included) and was due on July 2, On July 15, 2017, Mr***’s account was suspended for non-paymentA new bill was produced in the amount of $for the billing cycle ending on July 2, Along with the past due amount, the total balance was $due on July 23, On July 31, 2017, Mr***’s account was cancelled for non-paymentThe final charges were prorated from $to $and were due on August 23,
On August 28, 2017, as Mr***’s account remained outstanding after cancellation, it was referred to a third party collection agency and a collection fee of $was assessed, bringing the balance to $A review of Mr***’s account confirms that during the time it was active, there was no usage on any of the lines
As such, in an effort to amicably resolve Mr***'s concerns, on September 11, 2017, T-Mobile applied a credit for the balance in full in the amount of $208.38, which also removed the collection fee of $from Mr***’s accountFurthermore, any negative reporting will be removed from Mr***’s credit history within daysMr*** accepted the credit as resolution to his concernsMr***’s account remains cancelled with a zero balance
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Sal O***
Executive Response

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

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

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

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?

September 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** *** *** Your File No*** T-Mobile Account No*** To Whom It May
Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 24, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr*** may have experiencedOur records confirm that Mr***’s home area experienced a network outage from September 16, 2016, through September 18, We regret any coverage concerns that Mr*** experienced, and we are pleased to report that the issue has since been resolvedMr*** was offered a credit of $for his inconvenience which he acceptedFurthermore, as a one-time courtesy, T-Mobile offered an additional credit of $which represented Mr***’s monthly recurring charges from August 24, 2016, through September 23, Mr*** accepted this offerAs of the date of this correspondence, Mr***’s account reflects a zero balanceBased 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, INCRonnie A*** Executive Response

Complaint: ***
I am rejecting this response because:“Regrettably, once an order is place the shipping method is unable to be modifiedPlease note that customers are not able to Jump! from a JOD lease option to an Equipment Installment Plan (“EIP”) loan option.“That is incorrectThe sales rep accidentally chose UPS ground when I ordered my phoneThe shipping method was modified after being hung up on by reps and finally getting someone that wanted to fix thingsIt was changed from standard ground to day select“In an effort to resolve MrXXX’s concerns on March 22, 2017, T-Mobile offered to allow him to purchase the LG Von EIP in a retail location and to send his original Samsung Galaxy Note that is financed under JOD to our office at the below address until April 28, 2017.”As I said, I was able to get the local bus service to take me to the nearest store and they told me they were unable to help me with anything because of the pending orderI now have an active lease for a phone that was never received.“Please be advised if the full kit is not returned such as the charger a $restocking fee will be deducted from the credit offered aboveAdditionally, if our final examination of the tablets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to MrXXX and the JOD balance will then be considered valid and owed.”I don’t even own a tablet, so I’m unsure of what you’re even talking aboutI refused shipment of the Vand it’s currently back at your warehouse in TexasAlthough you now have the device, it appears that I’ll have to wait about a month while you “find” itHaving an active lease for a phone I don’t have is fantasticI’m now stuck in limbo until the lease is reversed, and it appears I may not be able to take advantage of the Galaxy Spre-order promotion that I was thinking of doing
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am now very satisfied with the way it all ended I am sure this experience with TMobile was nothing but a misunderstanding and that it doesn't represent in any form the way in which they conduct business Hope to continue be a part of Tmobile family from now on MrsT*** was in many ways willing to help as I expected from the beginning Thanks for all the help Keep on with the great business. Sincerely, *** ***

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

September 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 9, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr*** experienced in regards to unlocking his devicePlease 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 Mr***’s recent contact with our Customer Care Mobile Device Unlocks is available to customers who meet our eligibility requirements. However, at that the time Mr*** contacted T-Mobile Customer Care in regards to his Apple iPhone SE handsetthe device was not eligible for a Mobile Device Unlock as the account was cancelled on September 5, 2017, and the account balance of $had not been paidHowever, in an effort to offer an amicable resolution, Mr***’s Apple iPhone SE handset was unlocked from the T-Mobile network. T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Jessica G*** Executive Response

Complaint: ***
I am rejecting this response because: I am appalled at the comments about one of my main issues about the watchI went into the store several times complaining about the watchEach time they told me to contact customer serviceThey were supposed to send me a replacementI never received itI have emails to prove itIf you check your records, it will show that I have never used the watch because of the radiation penetrating up my armEven after this complaint, I received a phone call from Mr*** indicating that I would receive a return address for the watch to return the item and I would receive full creditI have not received a return addressPlease check the recording of the conversationI never declined the tablet as indicated in the responseI was promised one at the time of opening up the line to reserve it, but I never received itI would not open a line for no reasonI have been with T-Mobile for almost nine to ten years and I am very disturbed about how my concerns were address and processedIt is a shame that T-Mobile demonstrates unethical practicesI would like to have this concern resolved.
Sincerely,
***

Complaint: ***
I am rejecting this response because:
T-mobile has a tendency of lying to customersIn November 2016, I was advised I was eligible for linesAt that time I had lines activated and activated another linesI purchased IPhones for both linesI had lines activated in total with no issues whatsoeverI then deactivated the lines and returned the IPhonesAfter months of battling it out with T-Mobile because they kept saying they didn't receive the phones even though I had tracking numbers to prove indeed they received themThey finally issued me a credit on the accountIn January I tried to obtain an additional line which was a free promotion for a free lineI was told due to a bankruptcy that occurred years ago I could not add a lineI filed a complaint then and someone from corporate called me apologizing telling me that shouldn't have happened and she got the whole bankruptcy cleared and I was fine to add a lineShe informed me I was eligible for lines but the free line the promotion expired and there was nothing she can doT-mobile has no loyalty to their customersThey practice deceitful techniques and even after years of service their is no loyaltyI will definintly be looking into another carrier that doesn't lie to their customers

July 19, 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 9, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced regarding T-Mobile device promotionsPlease 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 Customer Care departmentT-Mobile records indicate on July 7, 2014, Mr*** activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text plan for $per month for the first two lines of service with each additional line being $per monthMr***’s lines ending in *** and *** subscribed to a 3GB data feature for $per month and his line ending in subscribed to an unlimited data feature for $per monthOn April 23, 2016, Mr***’s rate plan was changed to our Family Match Unlimited Talk, Text and 6GB data plan for $per month for two lines of service with each additional line being $per monthT-Mobile records confirm all lines on the account subscribe to a 6GB data feature included in monthly costT-Mobile records do not indicate Mr***’s account has subscribed to a 10GB data plan since account activation and we respectfully decline his request for credit regarding his rate plan and data feature chargesIn regards to Mr***’s concerns regarding a double payment appearing on his bank statement, T-Mobile records indicate on October 25, 2015, we received a payment in the amount of $On October 26, 2015, Mr*** contacted T-Mobile to discuss a second charge in the amount of $from T-Mobile appearing on his bank statementOn November 19, 2015, T-Mobile investigated this matter further and determined a payment in the amount of $was located and applied to Mr***’s account on November 26, T-Mobile records indicate no further inquiry regarding a missing payment was made after this dateWe regret any inconvenience to Mr***From June 7, 2016, through June 23, 2016, T-Mobile ran a promotion that offered customers who bought an Apple iPhone device an Apple iPhone SE device for freeIn order to qualify for this promotion, a new line of service had to be activated at the time of purchase and the devices must be activated under our Equipment Installment Plan (“EIP”)The EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceThe offer is fulfilled by a prepaid MasterCard being issued to the customer for the cost of one of the Apple iPhone Se deviceCustomers would redeem their prepaid MasterCard by visiting www.t-mobile.com/promotionsT-Mobile records confirm on June 22, 2016, a new voice line and a new mobile internet line were activated on Mr***’s accountAn EIP was activated with the purchase of an Apple iPhone SE device and an LG G Pad tabletT-Mobile does not have record Mr*** was advised he would receive a Visa card in the amount of $to cover the price of the Apple iPhone SE device or a Visa card in the amount of $to cover the price of the LG G Pad tabletT-Mobile regrets any confusion around our promotionsOn June 29, 2016, T-Mobile records indicate Mr*** was advised another Apple iPhone SE device will be ordered and sent to himDue to an inadvertent error, this order was not processed and Mr*** did not receive the deviceIn an effort to amicably resolve this matter, T-Mobile offered an Apple iPhone SE device for freeMr*** accepted this offer and on July 15, an order was placed for an Apple iPhone SE 16GB Gold deviceMr*** indicated this matter is resolved to his satisfaction 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, INCJennifer G*** Executive Response

May 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** D *** 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 April 22, 2016, regarding the above-referenced accountT-Mobile is pleased to report that this matter has been resolved to Ms***’s satisfactionT-Mobile regrets any concerns Ms*** experienced with respect to her final T-Mobile billOur records indicate that on November 14, 2015, Ms*** activated service with T-Mobile and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Certified Pre-Owned Samsung Galaxy Note handsetMs*** agreed to a series of monthly payments in the amount of $Please note that should service be cancelled prior to the terms of an EIP being met, any remaining installment balance will accelerate and become due in full on the final billing statementOn March 14, 2016, T-Mobile issued a billing statement with the due date of April 7, 2016, in the amount of $which included charges for services rendered, EIP, and taxes and fees for service between March 15, 2016, and April 14, Please be advised that on March 28, 2016, Ms*** cancelled her T-Mobile service by porting her phone number to another service providerT-Mobile records indicate that on April 11, 2016, Ms*** remitted two payments, which satisfied her $balanceOn April 15, 2016, T-Mobile issued a billing statement with the due date of May 7, 2016, in the amount of $237.51, which included $for the Samsung a Galaxy Note accelerated EIP charges and $for applicable taxes and feesAlthough it is T-Mobile’s position that the above-mentioned charges are valid, in an effort to amicably resolve this matter, on April 26, 2016, T-Mobile contacted Ms*** and offered to adjust the amount of $Please be advised that Ms*** accepted this as a resolution to her concernsAccordingly, T-Mobile applied a one-time courtesy credit in the amount of $to Ms***’s accountIt is important to note that Ms***’s account remains in a closed status with a zero balanceIt is also important to note that as Ms***’s account balance was satisfied prior to its respective due date, her account was not referred to outside collectionsPlease 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***’s recent contact with our Customer CareBased 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, INCCesar R*** Executive Response

August 13,
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 4, 2015, regarding the above-referenced account T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the account. T-Mobile has contacted both Ms*** and Ms*** in order to resolve this matter
T-Mobile regrets any concerns Ms*** has had when attempting to move Ms*** equipment from her account. T-Mobile investigated this matter and found that a Change of Responsibility (COR) for Ms*** mobile number ending in *** was processed on March 15, A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business As of March 15, 2015, Ms*** was no longer financially responsible for the mobile number ending in *** In addition, because the new account holder also accepted financial responsibility for the Equipment Installment Plan (EIP) associated with the handset in use by that mobile number, the remaining EIP balance was also transferred to the new account
As of June 20, 2015, Ms*** transferred the line ending in *** to her own name It is important to note that EIP balance transfers can only occur once on a customer’s account. Once processed and approved, a second EIP balance transfer cannot occur. Therefore, because the EIP balance in question had already been transferred once before, Ms*** EIP remained on Ms***’s account, despite the COR for the mobile number completing successfully.
In an effort to amicably resolve this matter, T-Mobile has come to an agreement with Ms*** and Ms*** to process a new EIP on Ms*** account for an iPhone Plus GB Gold handset. Upon receipt, Ms*** will send back her previously used iPhone Plus to our facility Once received by T-Mobile, we will issue a full adjustment for all of the EIP’s on Ms***’s account associated with Ms*** device
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 *** *** ***
Very truly yours,
T-MOBILE USA, INC
Cesar R***
Executive Response

September 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated September 22, 2016, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letterT-Mobile regrets any concerns to Ms*** with regards to her Galaxy Note refundOur records confirm that on August 4, 2016, Ms*** upgraded to the Galaxy Note utilizing our JUMP! On Demand lease program and remitted a down payment in the amount $including taxesAs widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handOur records confirm that on September 27, 2016, T-Mobile received Ms***’s Galaxy Note and a refund in the amount $was issued to her original method of payment which she will receive within ten business daysT-Mobile regrets any inconvenience this caused 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, INCCesar R*** Executive Response

May 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** **
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated May 13, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr** experienced regarding his final account balanceMr** subscribed to our T-Mobile ONE rate plan for $per month for one line of serviceOn February 1, 2017, two Apple Studio headphones and Beats Solo headphones were purchased on our Equipment Installment Plan (“EIP”)On February 17, 2017, Apple iPhone Plus device accessories and LG Aristo device accessories were purchased on an EIP
On February 21, 2017, Mr** cancelled his T-Mobile account when he ported his number to another providerMr**’s final monthly billing statement was in the amount of $1,and consisted of an unpaid balance in the amount of $for monthly access charges, monthly accessory charges, and fees and taxes for the billing period from February 2, 2017, through March 1, 2017, and new charges in the amount of $1,for the final accessory charges
On May 15, 2017, our Fraud Team reviewed Mr**’s concerns regarding the accessory purchases and determined that the allegation of fraud has been substantiatedTherefore, Mr** has been absolved of all financial responsibility for the two Apple Studio headphones and Beats Solo headphones, and the Apple iPhone Plus device accessories and LG Aristo device accessoriesAn adjustment in the amount of $1,was issued to the account bringing the balance to $On May 17, 2017, T-Mobile received a payment in the amount of $Mr**’s account remains closed with 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
Jennifer G***
Executive Response

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Account No***To Whom It May
Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 30, 2018, regarding the above-referenced account. In our efforts to contact Mr***, we reached MsBrittney Beckwith, who is designated as an authorized user of the account. We are pleased to inform you that T-Mobile addressed Mr***’s concerns to satisfaction.T-Mobile regrets any inconvenience to Mr*** regarding his insurance claim and we appreciate the opportunity to address his concerns. T-Mobile has reviewed the above-referenced account and the mobile number ending in question and our records do not confirm that Mr*** subscribed to the optional Premium Handset Protection (“PHP”). The PHP feature covers handsets in a total loss claim such as loss/theft or physical/liquid damage and for mechanical/electrical breakdown for as long as the feature is active. It is important to note, the PHP feature is designated to the line of service it was originally purchased on, not the device. In the event customers start using a different device, the benefit of the feature transfers to the new device being used on the mobile number it was purchased on. We regret any confusion this may have caused.On December 15, 2017, Mr*** attempted to file a claim through Assurant, the insurance provider, for the iPhone Plus 128GB Jet Black device associated with the line of service ending in 9898. Regrettably, the claim was denied as Mr*** had been using a different device with the mobile number ending in 9898. Therefore, the iPhone Plus device was no longer protected under the insurance.Nonetheless, in our conversation with MsBeckwith, she confirmed that on January 30, 2018, she was contacted by T-Mobile’s Customer Care and was provided with a new Apple iPhone Plus device with a deductible charge of $as she would have paid through Assurant. MsBeckwith indicated she was satisfied with the resolution provided. We regret any inconvenience this matter may have caused.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.Sal O***Executive Response