T-Mobile Usa Inc

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, *** ***

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

April 29, 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 18, 2016, regarding the above-referenced accountOn April 19, 2016, T-Mobile spoke with Ms*** ***, an authorized user on the accountT-Mobile regrets Ms*** concerns regarding that account balance and missing paymentsT-Mobile records indicate that on October 6, 2015, Ms*** took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S Plus handsetMs*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $In addition, on October 17, 2015, Ms*** also purchased an Apple iPhone Lifeproof case on an EIPMs*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $T-Mobile regrets the initial delay in availability of the Apple iPhone 6S Plus handsetMs*** has a $Simple Choice North America Unlimited Talk, Text & Data rate plan selected with an optional $Unlimited 4G/LTE high speed data feature selectedMs*** monthly recurring charges, EIP installments and applicable taxes are estimated at $per billing cycleIn the February 7, billing statement, charges of $and $were assessed for a returned payment from the initial Apple iPhone 6S Plus down payment, System Identifying Module (“SIM”) card, applicable taxes and a returned payment feeMs*** had two more payments of $returned on January 25, 2016, and $returned on February 6, There was an additional $returned payment fee assessedDue to payment history, the account has been set to accept certified funds only (credit card, debit card, cash, Western Union, PreCash or Money Gram)The balance of $includes a returned payment charge, returned payment fees, late fees, monthly recurring charges, EIP installments, and applicable taxes dating to the February 7, billing statementIn an effort to resolve this matter amicably, Ms*** has agreed to provide the Executive Response team a running bank statement through April 19, 2016, and cash payment receipts, for further investigationT-Mobile has placed a collection hold on the account through May 8, 2016, to allow Ms*** additional time to provide the requested documentation without continued collection stepsMs*** may email the documentation directly to my attention at ***@T-Mobile.comT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCPancho Q*** 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 meRyan was very helpful in getting my problems resolved and my service activatedSincerely, *** ***

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

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

July 1, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: ***
*** Your File No*** T-Mobile Account No*** ToWhom It May Concern: T-MobileUSA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 23, 2015,regarding the above-referenced account. Pleasebe advised that T-Mobile has reviewed the transactions that took place at thetime of Mr***’ activation on June 13, 2015, and determined that due to aninadvertent error, Mr*** financial institution was debited twice forthe amount required to activate services. Please know that on June 25,2015, this error was corrected and a credit in the amount of $wasapplied to Mr***’ account. As therewas an open balance at the time of the credit, the remaining credit balance onthe account was $322.91. In an effort toamicably resolve this matter as well as reimburse any late fees or overdraftfees that may have been incurred, on June 26, 2015, T-Mobile provided anaccount credit of $163.27. Mr***’ refund in theamount of $was approved by T-Mobile on June 30, 2015, and is pendingapproval for electronic funds transfer. Mr*** can expect to receive his funds within one to three businessdays, depending on the policies of his financial institution. T-Mobile regrets any inconvenience to Mr.***. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or *** *** *** Verytruly yours, T-MOBILEUSA, INC. DotW***ExecutiveResponse

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

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,
*** ***

Complaint: ***
I am rejecting this response because: This is not what I was promised at the time of getting linesThe offer provided by the representative was $Please listed to recorded conversation
Sincerely,
*** ***

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

From: *** *** [mailto:***@gmail.com] Sent: Friday, April 14, 2:PM To: Complaints Subject: #*** my complaint #*** Today I recieved a call from Callie F*'s (Senior Vice President of Customer
Service) office. With the answer to my direct letter to this officeThe issue was resolved successfully. The complaint can be removed. Thank you for your service -- Yours respectfully, *** ***

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

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***
T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated February 13, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
We regret hearing of Mr***’s concerns with our Carrier Freedom program and the status of his submissionWith Carrier Freedom, consumers can get reimbursed for up to $of their current carrier's cancellation costs per line of service as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devicesNaturally, several requirements must be met in order to be approved for this offerOn August 13, 2017, Mr*** activated his T-Mobile account with three lines of serviceAs indicated in Mr***’s correspondence to your office, the lines of service were ported in from his previous carrierAs a result, Mr*** was eligible for our Carrier Freedom program
On September 1, 2017, Mr***’s AT&T billing statements were received through T-Mobile’s Customer Relations department, at which time Mr*** was directed to www.switch2tmobile.com to submit his documentationPlease note, as of the date of this letter, T-Mobile has not received a submission from Mr***
In effort to amicably resolve Mr***’s concerns, T-Mobile will honor the Carrier Freedom program for the lines ending 7511, 5372, and/or for 14-days from the date of this letterMr*** may provide the final billing statement from AT&T reflecting the charges for above mentioned linesMr*** can contact our office at the information provided below to take advantage of the offer or he can fax the requested documents to 505-998-
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 retail location and Customer Care
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, INC
Rochelle M*** Executive Response

November 11, 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 3, 2016, regarding the above-referenced 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 inconvenience Ms*** has experienced regarding her accountOn October 19, 2016, T-Mobile applied an adjustment of $80.16, bringing Ms***’s account balance to zero at that timePlease be advised a $credit was applied to the account on October 20, 2016, due to the return of the depositAdditionally, a $adjustment was applied on October 20, 2016, for a rerate in service charges on the account bringing the account to a credit balance of $On October 25, 2016, Ms***’s final billing statement was produced in the amount of $Ms***’s final billing statement reflected the following charges: • $in final Equipment Installment Plan (“EIP”) charges for an Apple iPhone 6s 16GB • $in final EIP charges for a Samsung Galaxy SEdge Plus• $for a Samsung Galaxy SEdge Plus 32GB• $in final EIP charges for an Apple iPhone 5s 16GB• $in final EIP charges for an Apple iPhone 6s 16GB Rose Gold• $in final EIP charges for a Samsung Galaxy SEdge Plus• $in monthly service charges for service rendered from October 20, through October 22, On October 25, 2016, adjustments of $were applied to the account for a rerate in service chargesIt is important to note that due to a future dated payment arrangement set up on October 14, 2016, a payment of $was processed on October 28, 2016, bringing the balance to $T-Mobile sent Ms*** notifications via text message of the pending future dated payment on October 25, 2016, October 26, 2016, and October 27, In an effort to amicably resolve this matter, on November 8, 2016, T-Mobile requested Ms***’s last payment of $be refunded back to the original payment sourcePlease note the refund may take one to five business days to reflect with Ms***’s financial institutionIn addition, T-Mobile records confirm that on November 3, 2016, Ms***’s coverage device has been marked as received by our warehouseBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCZachary S*** Executive Response

April 18,
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 April 7, 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 *** *** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced in regards to his non-working handsetT-Mobile records confirm that on March 30, 2016, Mr*** purchased an HTC One MMetal Gray Certified Pre-Owned handset at the full retail price of $212.49, on the mobile number ending in ***Please note that by purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) insurance feature, for $per month, plus taxes
During the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a new or like new replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
T-Mobile records confirm that on August 29, 2016, Ms*** processed a Limited Warranty ExchangeAs the model of her handset was not available from the manufacturer, Ms***’s HTC Mhandset was exchanged for a Samsung Galaxy Shandset
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 Ms***’s recent contact with our retail location
Upon speaking with Mr*** on April 10, 2017, T-Mobile’s Executive Office processed a Limited Warranty Exchange on the Samsung Galaxy ShandsetRecords confirm the handset was successfully picked up from a retail store location on April 12, 2017, and is currently in use on the mobile number ending in ***Mr*** has accepted this as a 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 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 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

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

Tell us why here
October 10,
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 26, 2017, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account is a business account under the name *** *** *** ***, and Ms*** *** has been designated as an authorized user of the account
T-Mobile regrets any inconvenience Ms*** has experienced regarding the billing on her accountT-Mobile records indicate that on September 6, 2017, Ms*** contacted T-Mobile regarding her account, at which time she authorized T-Mobile to draft $on September 15, It should be noted that Ms*** was required to provide us with the bank account information and agree to the automatic draftOn September 12, 2017, T-Mobile sent Ms*** a text message advising of the upcoming payment arrangement
Our records indicate that on September 15, 2017, Ms*** contacted our Customer Care and advised T-Mobile that she was unable to fulfill the agreementHowever, Ms*** would be using another method of paymentIt is important to note that as the payment arrangement was set to draft on that day, T-Mobile was processing the paymentTherefore, T-Mobile was successfully able to draft the funds according to the September 6, 2017, agreementAdditionally, Ms*** made another payment in the amount of $via her www.myt-mobile.com account, which also posted
On September 16, 2017, Ms*** contacted T-Mobile regarding the two payments and a refund was processed in the amount of $back to her credit cardThe refund expectations was provided to Ms*** indicating that it would take one to three business days for the funds to appear to the requested account
Furthermore, upon speaking to Ms***, on September 28, 2017, in an effort to amicably resolve this matter, T-Mobile agreed to issue a courtesy credit to Ms***’s account for $to assist Ms*** with the outstanding balance, which left her account balance at zero
Finally in regards to Ms***’s concerns regarding a notification of an outstanding balance of $due, T-Mobile was unable to substantiate that claim as T-Mobile has no record of such balance or notification being sentT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** ***

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,
*** ***