T-Mobile Usa Inc

May 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 13, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms***’s satisfaction
We regret to hear that Ms*** has concerns regarding her accessory purchase. T-Mobile records indicate on March 14, 2016, that Ms*** financed a Symmetry handset cover on our Equipment Installment Plan (“EIP”) and agreed to monthly payments of $or a total cost of $39.99. T-Mobile records do not indicate that Ms*** returned the device
However, in an effort to amicably resolve the matter, on May 13, 2016, T-Mobile closed the associated EIP and credited the monthly payments already made on the handset cover and credited the cost of one month of service totaling $as a gesture of goodwill. Ms***’s account currently has a credit balance of $We regret any inconvenience Ms*** may have experienced as a result of this matter
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
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 T***
Executive Response

September 6, 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 30, 2016, regarding the above-referenced accountT-Mobile regrets any JUMP! Upgrade concerns Mr*** has experiencedT-Mobile records confirm that on November 5, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Von his mobile number ending in ***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 installmentsAccordingly, Mr*** was asked to make a down payment which was the taxes on the full retail price of the device and agree to a series of monthly installments in the amount of $It is important to note that Mr*** is currently subscribed to T-Mobile’s JUMP! featureAs originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an 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 enrollmentOn June 18, 2016, Mr*** purchased a HTC through EIP on his mobile number ending in ***According to Mr***, he traded in his LG Vat this time as part of the JUMP! upgrade programPlease note that T-Mobile has no record of a JUMP! upgrade being performed or the traof his LG VNevertheless, on August 31, 2016, as a courtesy to Mr*** and in an effort to amicably resolve this matter, T-Mobile closed the remaining EIP balance for the LG Vand applied a $credit to the account for monthly EIP payments incurred from July 7, 2016, through September 7, 2016, for the LG VT-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, INCWilliam B*** 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

February 7,
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 January 26, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
We regret to hear that Mr*** had any concerns regarding his T-Mobile billingAccording to our records, Mr***’s monthly charges consist of the T-Mobile ONE rate plan for $for the first two lines plus $for his third line of service plus applicable taxesAdditionally Mr*** has a mobile internet line of service for $per monthOur records also reflect that Mr*** is also subscribed to the optional Handset Protection Program for $per month on his number ending and In total his monthly charges are $plus taxes and surcharges
Additionally, Mr*** currently is paying $in Equipment Installment Plan (“EIP”) monthly payments, leaving his bill to be approximately $with taxesOn January 21, 2017, Mr*** signed up for AutoPay, which provides him with a $discount for each line of service on T-Mobile ONE, providing Mr*** with a $discount; therefore his monthly charges would be approximately $per month with taxes
Upon speaking with Mr*** on February 7, 2017, we have offered to convert him to our newest rate plan, the T-Mobile ONE Taxes Included, which will allow Mr*** to have a consistent bill of $plus his EIP paymentsAdditionally, as a courtesy, T-Mobile has issued a onetime credit for the difference in his rate plan from last month and the current month, leaving his account active with a credit balance of $98.90, which he has accepted this offer as resolution to his concerns which he has accepted and considers this matter resolved to his 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

July 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 June 25, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulTherefore, we will make every effort to address Mr***’s concerns within this response
T-Mobile regrets any inconvenience Mr*** may be experiencing in regards to the service in his areaT-Mobile records indicate Mr***’s last contact in regard to service concerns was on April 19, 2016, where troubleshooting was performed and his issue was resolvedAdditionally, our records indicate a SIM card replacement was processed on February 7, 2017, due to Mr*** purchasing two iPhone Plus handsets and not due to service concernsIt is important to note that on June 24, 2017, Mr*** called Customer Care regarding service concerns but he respectfully declined to troubleshoot and work with our Technical Support team
T-Mobile regrets any coverage concerns Mr*** may be experiencingUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile would like the opportunity to speak and work with Mr*** regarding his coverage concernsHowever, we need Mr*** to contact me directly at the number listed below so we may gather needed information so our engineers may review Mr***’s coverage concernsAs a gesture of goodwill, T-Mobile is offering an account credit in the amount of $Should Mr*** choose to accept this credit and work with us toward a resolution he may contact me at the number listed below within 14-days of the date of this correspondence
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareT-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
Carlos T*** Executive Response

December 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 20, 2016, regarding the above-referenced accountPlease note that T-Mobile responded to these concerns via file number ***T-Mobile records reflect that Mr*** purchased an Apple iPhone Plus 16GB handset on January 30, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder 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 damageT-Mobile records reflect that Mr*** participated in the Limited Warranty Exchange on November 17, Unfortunately, due to inventory issues, there was a 36-day backorder for this handsetHowever as a courtesy to Mr*** on November 22, 2016, T-Mobile was able to successfully place an exchange for a replacement Apple iPhone plus 16GBThis device was shipped and was delivered to the address listed in the correspondence from your office dated November 26, However, per Mr*** this handset was never received, so on December 7, 2016, T-Mobile replaced the order and blocked the IMEI from the original exchange and mailed another replacementThis device is expected to be received within five business daysPlease be advised that T-Mobile provided Mr*** with a return label to return his non-working Apple iPhone Plus 16GB handsetIf the device is not returned or returned damaged, T-Mobile would place either a non-return fee or an out-of-warranty fee of $on Mr*** account which he agreed toPlease note our records confirm that Mr***’ line ending in has remained active and we have been able to confirm daily talk, text, and webBased on the above we respectfully decline to issue compensationAgain, 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, INCJames G*** Executive Response

May 3, 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 April 26, 2017, 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*** in association to our Carrier Freedom PromotionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs, including early termination fees and equipment lease, as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices. Naturally, several requirements must be met in order to be approved for this offer In order to qualify for the reimbursement of early termination fees or equipment termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Our records reflect that the account was activated on March 11, 2017, at our retail location at which time she ported in her numbers ending and and purchased two new Apple iPhone 32GB devices through our Equipment Installment Plan (“EIP”)Ms*** also traded in two Apple iPhone 32GB *** branded devices, receiving $per device for a total of $in trade in creditOf the $trade in credit, $was applied towards the down payment of the new devices applicable taxes and the remainder of $was applied towards the account as a bill credit Ms*** remitted her final billing statement from *** to T-Mobile reflecting the final installment charges from her previous carrierAs such, T-Mobile issued a prepaid debit card in the amount of $644.70, for a total reimbursement of $1,Upon speaking with Ms*** on May 1, 2017, she advised that she was unaware of how the trade in credit would be applied towards her account as a bill credit and preferred to have it also as a prepaid debit card Although, it was T-Mobile’s position that the trade in reimbursement was issued accordingly, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile removed the bill credit and issued a prepaid debit card in the amount of $520.00, leaving the account active with a balance due of $Ms*** should expect to receive the prepaid debit card within business daysAs such, Ms*** has accepted our offer 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

Date Sent: 12/1/2:36:PMDecember 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste222 DuPont, WA 98327 Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 25, 2016, regarding the above-referenced account. As indicated in our previous response to your office, T-Mobile regrets any inconvenience experienced by Mr***However as indicated in our response to File No***, T-Mobile applied an adjustment in the amount of $on November 10, 2016, which effectively updated Mr***’ closed T-Mobile account to a zero balanceAs such, since November 10, 2016, Mr***’ T-Mobile account remains closed with a zero balance. Furthermore, Mr***’ account was not referred to an outside collection agency prior to the adjustment being applied to his T-Mobile accountAs T-Mobile does not directly report information to any of the three major credit bureaus, Mr*** credit file should have no negative reporting regarding his T-Mobile account number referenced above. 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. Martin G*** Executive Response

October 12, 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 29, 2017, regarding the above-referenced account. It is T-Mobile’s understanding that Ms*** M*** and Ms*** *** are one in the same T-Mobile regrets any concerns Ms*** experienced with her T-Mobile account. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated On April 24, 2017, there was an Equipment Installment Plan (“EIP”) purchase for an Apple iPhone Plus handset for the mobile number ending in 5877. After our Fraud department substantiated fraud, on July 12, 2017, T-Mobile manually closed out the remaining EIP balance for the Apple iPhone Plus handset. On July 13, 2017, we applied a credit of $for the three monthly EIPs charged in May, June, and July of 2017. Lastly, on September 23, 2017, T-Mobile applied a courtesy credit of $to the account for Ms***’ monthly services due to her concerns with coverage. Please be advised that there are several factors that may interfere with service, quality, and availability. Furthermore, as stated in our Service Agreement, T-Mobile does not guarantee coverage in all areas As of October 6, 2017, Ms***’ account remains canceled with a zero balance. If Ms*** has any further questions, she may contact me at the number provided below. T-Mobile regrets any inconvenience to Ms*** 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ligia M*** Executive Response Tell us why here

July 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: Linda ***
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 3, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her T-Mobile account billingT-Mobile records confirm that Ms*** had two mobile numbers ending in and and was subscribed to our Family Simple Choice Value rate plan lines for $per monthMs***’s mobile number ending in had an additional data feature for $per month, which provided unlimited data with 6GB of 4G speedsMs***’s monthly recurring charges were $before applicable taxes
On May 27, 2017, Ms*** canceled her T-Mobile account when she transferred her mobile numbers to another service providerMs*** received her final billing statement in the amount of $201.70, which included a past due amount of $for monthly recurring charges from April 27, 2017, through May 26, 2017, and new charges of $for monthly recurring charges from May 27, 2017, through June 26, 2017, and applicable taxes
Ms***’s billing cycle ran from the 27th of one month to the 26th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through June 26, Ms***’s last payment made to her account was on May 1, 2017, in the amount of $On July 1, 2017, T-Mobile applied a courtesy credit of $to Ms***’s account leaving her with a final balance of $
In an effort to amicably resolve this matter, on July 13, 2017, T-Mobile applied an additional courtesy credit of $to Ms***’s accountAs of July 13, 2017, Ms***’s account balance is $for her monthly recurring charges from April 27, 2017, through May 26, 2017, and applicable taxesIn addition, T-Mobile placed Ms***’s account on hold for payment until August 13, Ms*** may contact Customer Care at 800-937-to remit paymentT-Mobile regrets any inconvenience to Ms*** 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-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

July 7, 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 June 29, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced in regards to his final billing chargesIt is important to note that Mr***’s account was not under a contractual agreement as T-Mobile no longer requires contractual agreements for postpaid accountT-Mobile records confirm that on May 4, 2016, Mr***’s mobile numbers ending in *** and *** were cancelled when he ported his numbers to another service providerDue to an inadvertent error, Mr***’s mobile numbers ending in *** and *** remained active on his accountTherefore, Mr***’s account continued to accrue charges from May 5, 2016, until June 28, 2016, when he contacted Customer Care and requested the cancellation of his remaining voice lines of serviceIn an effort to amicably resolve the matter, on June 30, 2016, T-Mobile applied a credit of $to Mr***’s account, for the billing cycle charges from May 5, 2016, through June 28, As Mr*** had already made payment in full for these billing cycle dates, Mr***’s account was brought to a credit balance of $On that same day, T-Mobile sent Mr*** a refund in the form of a prepaid refund card, to his billing account addressMr*** may expect receipt of the card within seven to ten business days from the date of processingMr*** has 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

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, *** ***

May 3, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste222 DuPont, WA 98327 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 April 28, 2017, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Ms*** has experienced regarding the Friends and Family offer promotionAs stated in our previous correspondence to your agency with file number ***, Ms*** qualified for the promotion and the mobile number ending in *** should have been receiving the discount. In an effort to amicably resolve this matter, on May 2, 2017, T-Mobile took the necessary steps to ensure the discount is applied automatically on Ms***’s accountPlease note it may take up to two billing cycles for the discount to begin automatically applyingAs a result, T-Mobile will manually follow up and apply the credits on the 28th of the month until the discount begins applying automatically. Furthermore, on April 27, 2017, Ms*** was credited $for the missing discount that did not appear on the billing statement dated April 23, Ms***’s account now reflects a remaining balance of $for the remainder of the billing statement dated April 23, T-Mobile apologizes for any inconvenience this has caused. 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. Zachary S*** 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

January 6,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** T***
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 26, 2017, regarding the above-referenced accountPlease note that the account holder of record is *** T*** and *** *** is listed as an authorized user on the account
T-Mobile regrets if there was any confusion or miscommunication in our previous letter to your office
In Mr***’s most recent letter to your office, he reiterates that the device he is seeking to replace is the one that previously was sent to him via an *** insurance claimT-Mobile has confirmed this the device to which we were also referring in our previous response to this file; we do regret any confusion
Please understand that *** is a vendor for T-Mobile as well as other wireless provider and is a separate entity from T-MobileFor this reason, because Mr***’s complaint is specific to the device he received from ***, he has been referred to *** for assistanceNevertheless, on December 28, 2017, T-Mobile’s Customer Care team issued a credit of $to the T-Mobile account per Mr***’s continued request for compensation in this matter
As of the date of this letter, Ms***’s account reflects a revised balance of $Please note this is the only exception T-Mobile will make in such an instance and going forward, Mr*** will need to discuss any concerns regarding insurance replacements with ***T-Mobile appreciates his understanding
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 *** ext***

November 23, 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 c***pondence dated November 18, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** Worldwide, Inc,, and it has designated Ms*** as an authorized user of the accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any concern to Ms*** in regards to the return of their equipmentT-Mobile records confirm that on July 30, *** Worldwide, Inc, activated the above referenced postpaid account and Ms*** ordered a totaled of twenty-five handsets on T-Mobile’s Equipment Installment Plan (“EIP”) option which included: • fifteen Samsung Galaxy On5’s • three Apple iPhone 6s Plus handsets 16GB • two Apple iPhone 6s 16GB • two Samsung Galaxy Note 5’s • two ZTE Falcon Mobile hotspots • Samsung Galaxy Tab E EIP is a purchase option that T-Mobile offers handsets via equal monthly installmentsAt the time of purchase Ms*** agreed to monthly installments of: • $per Apple iPhone 6s Plus • $per Samsung Galaxy Note • $per Apple iPhone 6s • $for the Samsung Galaxy Tab E • $per Samsung Galaxy On• $per ZTE Falcon Please be advised that if the account is closed prior to the EIP balance being completed any open EIP balance is accelerated and due immediatelyT-Mobile records confirm that Ms*** activatedbegan several of the lines on August 3, and some on August 30, Regrettably, our records do not reflect a contact to Customer Care or Business Care to confirm she was within her fourteen day return period offered with every purchase of handsetsOur records confirm that on September 15, Ms*** ported out one of her mobile numbers, on September 16, ported out eight mobile numbers, and contacted Customer Care on September 28, to cancel the final lines of serviceAs the account was closed any open EIP balance was accelerated and due immediatelyOn September 29, a final bill generated reflecting a total EIP balance due of $7,including the first monthly installmentPlease be advised that our records confirm that several handsets were received on October 1, and others on October 6, and have confirmed they have been returnedOn November 21, T-Mobile has applied a credit in the amount of $7,leaving the account closed reflecting a zero balanceT-Mobile regrets any inconvenienceBased 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, INCOscar T*** Executive Response

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

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 *** ***

November 20,
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 November 17, 2016, regarding the above-referenced file number.
T-Mobile policy indicates that under specific conditions T-Mobile may be able to provide an unlock code for select handsetsT-Mobile may be able to provide a SIM unlock code on a newly purchased handset, purchased at full retain price from an authorized T-Mobile retailer
Please be advised that on November 20, 2016, Mr*** provided T-Mobile with a sales receipt for the purchase of an LG GhandsetIn return, T-Mobile provided a Mr*** a Mobile Device Unlock for the LG GhandsetMr*** has accepted this as resolution to his 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
Christopher R***
Executive Response

Complaint: ***This this statement stating that I rejected or refused information to verify my account was falseLike I said before all of the calls are recordedI also told the woman that I spoke to that no one has asked me any informationAll of my info is on fire, so why would I have an issue verifying my home address my PIN number for my account my social securityThat does not make senseTherefore I do not want to close this complaintI am rejecting this response because:Sincerely,*** ***