T-Mobile Usa Inc

April 21,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***-***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 14, 2017, regarding the above-referenced accountT-Mobile records indicate that *** *** is the account holder on record and he has designated *** ***-*** as an authorized user of the account
T-Mobile regrets any concerns Mr***-*** experienced with his T-Mobile account billingWhen a customer makes an early payment, either for a partial amount or the full amount due, towards their Equipment Installment Plan (“EIP”), that payment is initially applied to their T-Mobile account balanceThen, at the end of that bill cycle, a charge for the EIP payment amount is created and postedUltimately, the payment and charge cancel each other out on the billing statementT-Mobile records confirm that Mr***-*** has recently paid off his following EIP:
• On February 15, 2017, Mr***-*** paid off his final EIP for his Beats accessories for a total of $
• On March 12, 2017, Mr***-*** paid off his final EIP for his iPad Air in the amount of $
• On April 5, 2017, Mr***-*** paid off his final EIP for his iPhone 6S in the amount of $
Our records further indicate that at the time Mr***-*** started to pay of his final EIP for his Beats accessories in the amount of $66.55, his account balance was $574.22, which consisted of his past due balance of $and current charges of $
Please be advised that between February 12, and February 24, 2017, the following payments were remitted to the account:
• On February 12, 2017, a payment in the amount of $was made to the account
• On February 14, 2017, a payment in the amount of $was made to the account
• On February 17, 2017, a payment in the amount of $was made to the account
• On February 14, 2017, a payment in the amount of $was made to the account
• On February 24, 2017, a payment in the amount of $was made to the account
As such the account reflected a $balanceMr***-***’s billing statement dated March 9, was $587.34, which consisted of his past due amount of $200.00, current charges of $387.34, and included the final EIP for his Beats accessory in the amount of $for his mobile number ending in
Although we appreciate Mr***-*** making payments to his account, the partial payments may also be causing Mr***-*** confusion in regards to his billingThe following payments were remitted between March 10, and March 26, 2017:
• On March 10, 2017, a payment in the amount of $was made to the account
• On March 12, 2017, a payment was made in the amount of $to the account
• On March 16, 2017, a payment was made in the amount of $to the account
• On March 26, 2017, a payment was made in the amount of $to the account
Mr***-***’s billing statement dated April 9, indicates an account balance of $540.39, which consists of his monthly recurring charges from March 9, 2017, through April 8, 2017, monthly EIPs, final EIP of $for his iPad Air on his mobile number ending in 1998, and applicable taxes
It is important to note that Mr***-***’s payments referenced above have been going towards his account balanceOn Mr***-***’s next billing statement dated May 9, 2017, he will see his final EIP for his iPhone 6S in the amount of $
In an effort to amicably resolve this matter, T-Mobile reinstated the account monthly EIPs for his iPad Air and iPhone 6S in the amount of $As of April 20, 2017, the account’s balance is $and is due on May 1, 2017, for remaining monthly recurring chargesMr***-*** accepted this as a resolutionT-Mobile regrets any inconvenience to Mr***-*** 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

December 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 14, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced with her T-Mobile accountT-Mobile records confirm that on December 1, 2016, Ms*** filed a claim with Assurant Solutions Inc(“Assurant”) due to a cracked display on her Apple iPhone 16GB gold handsetAssurant sent Ms*** a replacement on December 2, Ms*** was required to pay a deductible of $to AssurantPlease note that Assurant and T-Mobile are two different companies each with their own policies and proceduresOur records further indicate that on December 7, 2016, Ms*** wanted a replacement but did not want to pay the service warranty processing feeUnder 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 damageCustomers who process a Premium Handset Protection (“PHP”) warranty exchange are subject to a Service Warranty Processing Fee which is disclosed in the PHP program brochure and at the time the transaction is processedThis fee is charged to cover the increased cost associated with the Handset Exchange Program and includes next business day shipping for the replacement equipmentCustomers are advised of and must agree to the service warranty processing Fee prior to the exchange being completedAdditionally, it is important to note that T-Mobile now sends our handset exchange orders to the customer’s nearest store location for pick upThis allows our customers to set up their new device, double check the device to ensure an exchange is needed to resolve the issue and condition of the deviceAlso this helps customers’ avoid any unwanted fees for device returns like non-return fees and/or out of warranty feesHowever, in an effort to amicably resolve this matter, on December 8, 2016, T-Mobile processed a handset exchange for Ms***’s device under our Handset Exchange Program and sent it directly to her home address on the account; Ms*** received her device on December 12, In addition, T-Mobile applied a courtesy credit of $to Ms***’s accountPlease note that Ms*** would need to dispute any deductible with Assurant, the insurance companyIn addition, T-Mobile if offering a courtesy credit of $account credit for any new handset upgrade processedMs*** may contact me at the number provided below by January 25, to accept this 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 877-290-ext***Very truly yours, T-MOBILE USA, INCLigia M*** Executive Response

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

October 26, 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 October 19, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letterT-Mobile regrets any inconvenience that Mr*** experienced regarding the handset that was blockedT-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (“FCC”) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivatedA phone is blocked 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’ networksT-Mobile introduced the blocking of IMEI’s from our network in an effort to reduce the amount of handset fraud that occursBy blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outletsWe encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its historyThis is the case with the device referenced in Mr***’s correspondence and as such, it cannot be used on our networkNevertheless, in an effort to amicably resolve Mr***’s concerns, T-Mobile has removed the block from the handsetWe hope this resolution is acceptable to Mr*** and invite him to call me if he has further 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, INCRuben A*** 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

September 14,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated September 8, 2017, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated Ms*** as an authorized user of the accountOn September 12, 2017, T-Mobile was successful in contacting Ms*** regarding her concerns
T-Mobile regrets any inconvenience this matter may have caused Ms*** and we appreciate the opportunity to address her concernsT-Mobile records confirm that as of February 9, 2017, Ms*** is subscribed to the T-Mobile ONE Family Unlimited Talk, Text, and Data, promotional rate plan, which for $310.00, provides the first nine lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityThe lines ending in ***, ***, and ***, are subscribed to the JUMP! Insurance feature for an additional $per month per lineIt is important to note that while the T-Mobile ONE rate plan and AutoPay are active Ms*** is eligible for an AutoPay credit of $per line for up to eight lines of service resulting in a $credit
AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay
Between March 1, 2017, and March 5, 2017, T-Mobile offered the This Ones On Us offer to new or existing customers like Ms***To be eligible for up to two free lines of service, which were offered through monthly bill credits, Ms*** is required to maintain her T-Mobile ONE rate planThe free lines must have been newly added lines, not existing lines, and customers were only eligible to have up to two free lines per accountT-Mobile records indicate that on March 3, 2017, Ms*** activated line ending in *** which while being enrolled in the above offer is receiving a $monthly credit
T-Mobile records indicate that on August 9, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6S Plus 64GB device’s and five Samsung Galaxy ONdevicesAccordingly, Ms*** was asked to remit a down payment in the amount of $and agree to a series of monthly installments in the amount of $
Please note that from July 22, 2016, through August 31, 2016, new and existing postpaid customers who signed up for select rate plans qualified for a free Samsung ONdevice via bill creditsThe five Samsung Galaxy ONdevices are receiving a credit of $each for a total credit of $
On February 28, 2017, Ms*** qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Sdevice Samsung Premium Wireless Charging Pad, Samsung Galaxy SScreen Protector, and a Samsung Galaxy SCaseAccordingly, Ms*** agreed to a series of monthly installments in the amount of $On July 26, 2017, Ms*** purchased another Samsung Galaxy Sdevice utilizing EIPAccordingly, Ms*** agreed to a series of monthly installments in the amount of $
It is important to note that with the above charges Ms*** may expect a monthly recurring charge to be $Please note the last three payments remitted by Ms*** were on June 30, 2017, in the amount of $321.38, on August 5, 2017, in the amount of $308.53, and on September 5, 2017, in the amount of $
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Thania R*** Executive Response

March 21,
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 24, 2017, regarding the above-referenced accountT-Mobile is delighted to be able to provide Mr*** with a satisfactory response to his concerns
T-Mobile is sorry to hear that Mr*** may not have received all of the important details regarding T-Mobile’s Friends and Family lines On Us promotionPursuant to our previous response, dated March 10, 2017, T-Mobile confirmed that in order for Mr*** to be re-enrolled in our Friends and Family lines On Us promotion, Mr*** must re-activate his recently cancelled line, with the mobile number ending in 8348, within days from the date of cancellation on February 8,
T-Mobile records confirm that on March 10, 2017, Mr*** re-activated the mobile number ending in 8348, and T-Mobile enrolled Mr***’s mobile numbers ending in and in the Friends and Family lines On Us promotionIn addition, T-Mobile provided Mr*** with an account credit in the amount of $for the missed month of the promotion, bringing Mr***’s account to a revised credit balance of $T-Mobile regrets any inconvenience to Mr*** regarding this matter, and we are pleased to have now resolved this matter in full for 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
Kayla J***
Executive Response

February 5,
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 January 25, 2018, regarding the above-referenced account
T-Mobile regrets any equipment concerns that Mr*** may have regarding his accountWe are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr***’s expectationsWhile it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacityIn such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customersT-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity
T-Mobile’s records indicate that data usage on Mr***’s account is very high relative to other customersIn fact, Mr***’s account is among the highest data usage accounts on T-Mobile’s network
As a very heavy user of T-Mobile services, Mr***’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacityWhere the network is lightly loaded, a very heavy user, such as Mr*** will likely notice little, if any, affect from this lower priorityHowever, at times and places where the network is heavily loaded, a very heavy user, such as Mr***, can expect to see some material reduction in data speeds
The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is availableThe lower speed that results from heavy network loading is temporaryWhen network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go up
We understand that if Mr*** regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr***’s high amount of data usage
Thus, if Mr*** believes that his high data usage may continue to be a concern, he is able to cancel his T-Mobile serviceOf course, if Mr*** does not wish to cancel his T-Mobile service, he is not required to do soHe is welcome to continue his service and account with T-Mobile, understanding that he may continue to experience reduced data speeds in places where the network is heavily loaded and his amount of data usage is disproportionately high
Please be advised that as Mr*** requested in his correspondence to your office a discount towards a new device, T-Mobile offered 25% off a new handset of his choiceHowever, please be advised that Mr*** declined our offerTherefore, as a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile offered a free month of service and issued a credit of $towards Mr***’s accountIn addition, T-Mobile closed the Equipment Installment Plan (“EIP”) for the *** Galaxy SEdge, absolving Mr*** from remaining balance owed on the device
With respect to the concerns Mr*** has regarding ***, we respectfully request that you forward this correspondence to *** for investigation and responseT-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
Mercedes V***
Executive Response

Complaint: ***
I am rejecting this response because:when we signed with t mobile to start service we were given miss information and different rates then what the customer service agent is describing.when the customer service agent contacted me in order to propose to me the offer I confronted her in regards to miss leading us to sign for the service, the agent then advised me to check on the internet and confirm that the information is correct for the next time, I explained to the agent that I have traded phones in return to a service which I didn't receive the agent then tried to propose the offer in a different way such as cover the devices but not the bill on the account, then explain to the agent that I feel like she is disrespecting my intelligence and I shouldn't pay more for a service which I did not receive as yet.I have traded phones and purchased new one in order to sign on service which I did not recieve,T mobile gave both me and my wife wrong information at a T mobile store from a uniformed T mobile agent, why I should second guess the information that was given by the agent and confirm with the company consumer policy at the online portal.so basically the agent advising me not to trust their representatives and then trying to bill me for their misrepresentation, I have tried to resolved this with t mobile for over a year with no luck, all of the phone calls are documented on T mobiles end.I offered the agent that I will return my phones which are in perfect condition all three devices and get my old phone back or at least the same model, I feel like I shouldn't be the one paying out of my pocket because I was mislead by a T mobile representative, not to mention how the agent tried to use some selling methods in order for me to accept the "deal", I don't want any deal I simply want out of their service with no extra costs, after all I signed for a service which I didn't receive not to mention the weeks that I have no service here on the island at all.I feel scared
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
Since this complaint was filed with the Revdex.com, T-Mobile rep Christopher P*** called me on Friday 12/in the afternoon and left me a message asking to be called backI returned the call that same day at 4:33pm and found out that his schedule ended at 2:30pmI left a message at that timeI called again next morning (Sat 12/10) at 9:25am (left a message), he returned the call at 1:35pm (left me a message) and I called again at 1:50pmI am listing this timeline to show that I returned all of his calls and every time I called he was either out of the office or didn't take my call
We did purchase three Samsung Galaxy Note handsets (two black and one white) on August 23, and we paid monthly payments of $for each device until Aug 13, when we switched carriers to ***Before switching to ***, we called T-Mobile and were told by their rep that the equipment will be paid in full by Jan if we continued the monthly payments of $per phone and there was no binding contract
AT the time of switching to ***, we knew that there would be a Final Bill from T-MobileAt that time, we estimated the approximate total to be slightly over $based on the above info ($xdevices xmonths)
T-Mobile cancelled our access to the monthly statements through BillPay immediately after the switch, which we considered since we cancelled service The next correspondence we received was a threatening letter saying that we had an overdue balanceI immediately called on Oct 21, and spoke to a T-Mobile repI told her that we cancelled our service in August and that we have not received the final bill, and asked her why we received an overdue noticeShe responded that this was our final bill for $449.08, which I paid immediately over the phone (there was no mention of a bill for $692.16, as MrP*** mentioned in his response, and no mention of a remaining balance of $as he mentioned)I also asked the rep to send me a written bill reflecting the charges, which she did (the charges were for $449.08)At that time there was very clear communication that our account was closed in August and there was no other service with T-Mobile, which the rep acknowledged, confirming that this was the Final bill with T-Mobile
In November, when we received another bill from T-Mobile for $532.77, I immediately called T-Mobile, and several reps acknowledged that there was an error on T-Mobile’s part and that it would be rectifiedDuring this call, as I was transferred to four different departments, the reps acknowledged that there was no activity on any of the lines since August 13, 2016.
Also, on Sat 12/10, we received two different letters from T-Mobile, listing the Purchase Option price for each device at $(reflecting our calculations)
In summary, we switched carriers in AugustSince then, T-Mobile cancelled our access to any bill or statement that would have revealed any discrepancy (T-Mobile should have sent us bills or statements justifying any charges for the lines they claim were still open); we paid what we believed to be the Final Bill in October in good faith (the T-Mobile rep confirmed at that time that it was the final bill) and the amount paid was what we expected to pay for the balance of the equipment
During our time as T-Mobile customers we paid every single bill on time, which should speak of our integrity and honestyBased on all of the above, we respectfully ask that our account be considered paid in full since we already paid $in October that should have been sufficient to cover the remaining balance due on equipment
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 meRyan was very helpful in getting my problems resolved and my service activatedSincerely, *** ***

September 10,
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 1, regarding the above-referenced account.
T-Mobile understands how frustrating it can be to receive a bill that his higher than expected and be confused by the charges as well We have reviewed Mr***’ account and found that he activated his account on January 10, 2012, with the mobile numbers ending in *** and ***. On July 28, 2013, Mr*** elected to cancel his mobile number ending in *** and a $early termination fee was assessed as this line was canceled prior to the agreed upon terms. T-Mobile confirms that Mr*** did indeed pay the early termination fee as indicated in his correspondence.
On March 25, 2013, Mr*** line ending in *** purchased a Samsung Galaxy Blaze handset, at that time Mr*** elected to place the handset on Equipment Installment Plan (EIP). Then on May 15, 2014, Mr***’ line ending in *** purchased another phone, the LG Gwhich was also placed on EIP.
Please note the last payment received on Mr***’ account was on July 11, 2014, which was applied to the billing statement dated June 23, 2014. It is important to note that Mr***’ account was billed in arrears for services and on July 23, 2014, T-Mobile sent Mr*** his billing statement which reflected the balance of $and was for services utilized from June 23, to July 22, 2014.
On July 29, 2014, we received correspondence from Mr*** advising T-Mobile that the end user of the mobile number ending in *** had moved to an area in which T-Mobile did not provide coverage. As a gesture of goodwill, T-Mobile removed the contractual obligation from that line of service and advised Mr*** that he was able to cancel the account without the assessment of an early termination fee. However the handsets would not be able to be returned as he was outside of his provided return period and this was not included in any offer provided by T-Mobile.
Additionally Mr*** was advised in writing of the current balance of $and advised that he would receive one final billing statement reflecting the final EIP charges for the two handsets and his final month’s access charges. On July 27, 2014, Mr***’ account was canceled when the mobile number ending in *** was ported to another carrier. As mentioned above, Mr*** was not assessed any additional fees for cancelation.
On August 23, 2014, T-Mobile sent Mr*** his final billing statement which reflected the final balance of $and included the past due balance of $and final charges of $which consisted of the final month’s access charges, remaining EIP for the two handsets and applicable taxes and fees. T-Mobile continued to send Mr*** monthly revised billing statements and letters advising of the outstanding balance with T-Mobile
After unsuccessful attempts to collect on the outstanding balance T-Mobile transferred Mr***’ account to *** *** *** a third party collection agency. On May 26, 2015, Mr*** account was transferred again, this time to *** *** *** Based on our investigation, T-Mobile has found that Mr*** was billed accurately for handsets purchased, services utilized and we respectfully decline his request to send back the handsets for credit and remove the account from collections. Mr*** may contact *** *** ***, directly at *** to discuss his payment options
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
Mercedes B***
Executive Response

March 6, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: N*** W*** Your File No*** T-Mobile Prepaid Mobile NoXXX-XXX-***To Whom It May Concern:T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated February 20, 2018, regarding the above-referenced mobile number. T-Mobile is always working to improve its coverage, and we regret any service issues that MsW*** may have experienced. T-Mobile has verified the address on MsW***’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network. T-Mobile records confirm that as of January 10, 2018, MsN*** is subscribed to the Simply Prepaid, promotional rate plan, which for $30.00, provides unlimited talk, text and gigabyte (“GB”) of data at up to 4G/LTE speeds depending on device capability. Please note that T-Mobile reserves the right to reduce data speeds once a user on the account has reached the monthly allotment of data included with their monthly rate plan. As previously advised in our correspondence to your office, MsN***’s rate plan currently provides her with GB of data at up to 4G/LTE speeds depending on device capability. As such, once the GB threshold is reached, services continue at a reduced rate until the start of the next billing cycleT-Mobile records indicate that MsN***’s current billing cycle is from the 15th of one month to the 14th of the following month. Please be advised that T-Mobile records further indicate that MsN*** has currently used GB of data during her current billing cycle and therefore we have determined that she has been able to use the service. We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usage. Using a T-Mobile device, you can dial #WEB# (#932#) and press send to check data usage at any time. T-Mobile also sends a free text message once usage reaches GB during a billing cycle. Customers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usageFinally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. 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 streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” T-Mobile records indicate that from February 11, 2018, to February 12, 2018, MsN*** was provided courtesy credits totaling $35.00. As such, T-Mobile respectfully decline’s MsN***’s request for further compensation to be provided to her regarding this matterT-Mobile recommends that MsN*** contact Customer Care directly at 1-877-778-if she continues to have any further difficulties with her serviceWe regret any inconvenience to MsN***. 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 1-877-290-ext***.Very truly yours,T-MOBILE USA, INC.Tiffany C***Executive Response

October 2, 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 19, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account. T-Mobile regrets any concern Mr*** had regarding the September Smartphone On Us promotion. 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 Please be advised that from September 1, 2016, through September 13, 2016, customers who signed up for the new T-Mobile ONE rate plan and purchased a Samsung Onor LG Khandset or handsets, could have qualified to get the phones on us via Equipment Instalment Plan (“EIP”) bill credits, and from September 7, 2016, through September 13, 2016, customers could have purchased Samsung Jor LG Khandsets on EIP and received bill credits to cover the handset cost On September 3, 2016, Mr*** purchased four Samsung Jhandsets on his account with EIP. Regrettably, the handsets purchased were not eligible for the promotion until September 7, 2016, and in turn did not receive the promotional bill credits. T-Mobile regrets any inconvenience this matter may have caused Mr*** In an effort to amicably resolve Mr***’s concerns, T-Mobile offered to place a one-time courtesy credit to Mr***’s balance of $to cover the four devices cost of $each over months, and to close the remaining EIPs to ensure no future billing for the cost of the devices. T-Mobile has respectfully declined the addition of a tax credit as we do not charge monthly taxes on EIPs. 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 Juan C*** Executive Response

Complaint: ***
I am rejecting this responseI will consider it resolved when all credits are applied to my account So far I have received $and am still owed $113, plus ongoing monthly credits
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 did pay the remainder of my phone, $181.40, which I had no problem paying and they removed the remaining balance that was my son's phone and said they would remove any negative marks from possibly effecting our credit.Shannon, from the executive office, was the first person to actually contact us since this all began and was very helpful, courteous and patient with me I am very appreciative to her
Sincerely, *** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is I partially satisfactory to me as I was charged for both lines after the change of policyThis has not been addressed. I would also appreciate an updated billing statement
Sincerely,
*** ***

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***

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