T-Mobile Usa Inc

May 3, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste222 DuPont, WA 98327 Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 28, 2017, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Ms*** has experienced regarding the Friends and Family offer promotionAs stated in our previous correspondence to your agency with file number ***, Ms*** qualified for the promotion and the mobile number ending in *** should have been receiving the discount. In an effort to amicably resolve this matter, on May 2, 2017, T-Mobile took the necessary steps to ensure the discount is applied automatically on Ms***’s accountPlease note it may take up to two billing cycles for the discount to begin automatically applyingAs a result, T-Mobile will manually follow up and apply the credits on the 28th of the month until the discount begins applying automatically. Furthermore, on April 27, 2017, Ms*** was credited $for the missing discount that did not appear on the billing statement dated April 23, Ms***’s account now reflects a remaining balance of $for the remainder of the billing statement dated April 23, T-Mobile apologizes for any inconvenience this has caused. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***. Very truly yours, T-MOBILE USA, INC. Zachary S*** Executive Response

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
Sincerely,
*** *** ***

August 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 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 Ms***’s concerns within this letterT-Mobile sincerely regrets any inconvenience Ms*** has experienced regarding her accountPlease 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 CareWith one of T-Mobile’s Un-carrier moves, T-Mobile launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for consecutive monthsIn order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due datePayments posted after the hour window will reset the monthly counter Ms***’s most recent late payment occurred when she remitted a payment on July 7, 2016, in the amount of $for the payment due on July 3, As such, Ms*** would not qualify for best pricing until months after July 3, should payments be received by the 3rd of each month for the next monthsT-Mobile regrets if any representative did not explain the details of our Smartphone Equality program to Ms***Nevertheless, in an effort to amicably resolve this matter, T-Mobile will change Ms***’s account eligibility status to have best down payment pricing on October 10, 2016, as long as the account is in good standing and current on that dateIf the account is past due on October 10, 2016, Ms*** will have to remit consecutive on time payments moving forward to become eligible for best down payment pricing on equipmentBased 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

December 22,
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 December 8, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction. T-Mobile records confirm that Mr*** *** is a listed authorized user on the account
T-Mobile regrets the Mr*** had concerns with our Handset Upgrade Program options and with the credit he requested. T-Mobile’s records show that Mr*** has requested that we provide a new handset to him at no cost. As the Un-Carrier, T-Mobile does not ask our customers to enter into a contractual agreement on most accounts and we offer payment options for new handsets that are provided at full retail cost. T-Mobile records indicate that this account has been active since April 11, and since then, we have issued goodwill credits to the account in the amount of $2,572.81. Please be advised that the credits that Mr*** requested are not warranted although we have continued to accommodate his requests.
As a final gesture of goodwill and in an effort to amicably resolve this matter, on December 18, 2015, T-Mobile issued a $credit to the account, which leaves a remaining balance due in the amount of $111.26, which is due by December 27, When we spoke with Mr*** on December 18, 2015, he informed us that he will visit a retail location to select a new handset
T-Mobile appreciates Mr***’s and Mr***’s business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

February 28,
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 February 22, 2017, regarding the above-referenced accountPlease 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
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 contacts with our Customer Care
T-Mobile sincerely regrets any inconvenience Ms*** experienced regarding her equipment order and refundT-Mobile records confirm that on January 18, 2017, Ms*** ordered an Apple iPhone Plus 32GB device when she participated in T-Mobile’s Equipment Installment Plan (“EIP”) offeringMs*** remitted a down payment in the amount of $including applicable taxes and fees, and she agreed to monthly installments of $a monthPlease note T-Mobile received Ms***’s returned equipment on January 31, 2017, and on that date the account was credited all charges related to the remaining EIP for the deviceIt is important to note it can take up to days for the return to be processed and validated and for Ms*** to receive her refund for the down payment to the original payment source
In an effort to amicably resolve this matter, T-Mobile has processed Ms***’s refund in the amount of $Please note it may take up to five business days for Ms*** to receive the refundAs an additional courtesy, on February 28, 2017, T-Mobile applied a credit in the amount of $to the accountMr***’s account now reflects a remaining balance of $which represents the remaining charges reflected on the billing statement January 27,
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

April 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 March 29, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** has experienced regarding his final T-Mobile billing statement
According to our records, on June 7, 2016, Mr*** purchased a Samsung Galaxy Note handset through our Equipment Installment Plan ("EIP") program for use on the mobile number ending in *** wherein he was required to remit payment for the taxes on the full retail price and agreed to monthly installments in the amount of $
Additionally, at that time, Mr*** purchased a Samsung Galaxy Shandset wherein he was required to remit payment for the tax on the full retail price and agreed to monthly installments in the amount of $
Mr*** cancelled his T-Mobile account, on February 24, 2017, when he transferred his mobile numbers to another service providerIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information was disclosed within the EIP agreement provided to Mr*** at the time of his above-referenced purchase
Please be advised that, if a customer chooses to use a handset on a different line than originally used for the EIP agreement, the EIP agreement will not automatically be updatedIt is at the discretion of the customer to contact T-Mobile and advise us of the change in order for the records to be updatedBased on investigation of Mr***’s account records T-Mobile has confirmed that the above-referenced Note handset was used on the mobile number ending in from June 7, 2016, through the date of cancellationPlease be advised that T-Mobile has updated Mr***’s account records accordinglyHowever, as Mr***’s final itemized billing statement has been previously generated he will not receive another itemized billing statement reflecting this update
Mr***’s final billing statement dated March 2, 2017, consisted of monthly access charges, final EIP balance charges, applicable taxes, and fees for a total balance of $which was due, on March 22, It is T-Mobile’s position that this balance is valid and owed
However, in an effort to amicably resolve the matter, T-Mobile is offering to credit the final EIP balance charges for Mr***’s Note handset in the amount of $provided that he returns his Note handset, in an acceptable condition, to my attention at the following address:
Attn: Brandon M*** Executive Response
Menaul BlvdNE
Albuquerque, NM
T-Mobile recommends that Mr*** request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Mr*** and the balance will then be considered valid and owedIt is important to note, Mr*** must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offer
Furthermore, as an additional courtesy, T-Mobile has placed a 90-day hold on Mr***’s account to prevent further collection activityPlease be advised that this hold will expire, on July 2, 2017, at which time regular collection activity will resume for any remaining outstanding balanceT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Brandon 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 satisfactory to me provided
the office is allowed to keep the defective device and the non-return fee is waived
Block the International Mobile Equipment Identifier (“IMEI”) from being able to be used on the old-original phone is okay, but please do not block the
International Mobile Equipment Identifier on the new phone.
Sincerely, *** *** ** ** ***

May 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 April 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced in regards to her non-working handsetT-Mobile records confirm that on April 9, 2015, Ms*** purchased an Apple iPhone Plus handset at full retail priceBy purchasing T-Mobile equipment, Ms*** receives 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 Device Protection insurance feature for $per month, plus taxesDuring 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 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 January 12, 2017, February 10, 2017, February 13, 2017, and April 25, 2017, Ms*** participated in the Handset Exchange ProgramIn an effort to resolve the matter, on April 26, 2017, T-Mobile sent Ms*** a new Coolpad Catalyst handset at no cost, after a one-time courtesy credit of $
Upon speaking with Ms***, she expressed that the Coolpad Catalyst handset would not meet her needsTherefore, in an effort to further assist Ms***, on May 3, 2017, T-Mobile ordered Ms*** an Apple iPhone Plus 128GB handsetMs*** agreed to a down payment of $149.99, plus taxes and 24-monthly installments of $Ms*** has agreed to utilize her Apple iPhone Plus handset as a trade-inTherefore, Ms*** has been instructed to send her Apple iPhone Plus handset, in good working condition, directly to my attention at:
T-Mobile USA, Inc
Executive Response
Attention: Diana J***
Menaul BlvdNE
Albuquerque, NM
Upon receipt of Ms***’s handset, T-Mobile will apply a tracredit of $124.00, plus a credit of the taxes in the amount of $77.21, for a total of $to Ms***’s accountMs*** has accepted this as a resolution to her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our 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

Complaint: ***
I am rejecting this response because: I do not understand why T-Mobile is requesting further documentation from meI received my final bill from T-Mobile for the bill close date of July 27, Two payments are listed as having been receivedOne on 7/- which is the credit card payment I made to avoid late feesThe second is on 7/This is the check in questionThis check is listed on my bank statement as having been processed on 7/24, as I stated in my original complaintIt seems T-Mobile has all the documentation they need, as they have already processed this paymentSo again I ask how was my check lost and then found? Also, on my final statement from T-Mobile I was charged $for the period June to July On the next line I was charged $for the period July to July Why was I charged so much for one day of service? When will I receive my refund for this overcharge?
Sincerely,
*** ***

August 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 14, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’ billing concerns have been resolved to his satisfactionT-Mobile regrets any inconvenience that Mr*** may have experienced while trying to resolve his billing concernsIn Mr***’ letter to your office, he indicates that he experienced coverage concerns after moving to a new addressAlthough we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr***’ experienced any issues with his servicePlease note that Mr***’ account is a bill current account and as such, he is billed in advanceThis means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleMr***’ bill cycle runs from the 20th of one month through the 19th of the following month with the bill due on the 12thMr***’ billing statement dated June 20, 2016, reflects a total balance of $due by July 12, Please note that $was considered past dueMr*** was charged $in partial monthly charges, final EIP charges, and applicable taxes and fees for the billing dates of May 20, 2016, through June 19, T-Mobile records confirm that on July 1, 2016, Mr*** remitted a payment in the amount of $and receive a credits totaling $resulting in a reduced balance of $Additionally, on July 1, 2016, Mr*** contacted T-Mobile Customer Care requesting a payment arrangement be set up on his accountPlease be advised that payment arrangements are offered to customers that vary from a one-time installment due within days or multiple installments with intervals due in seven to fourteen days with a maximum of three installmentsPlease note that each installment amount must be completed by the agreed upon date, otherwise the entire arrangement will failAt the time of his request a minimum of $would have been due on the first installmentIn an effort to amicably resolve Mr***’ concerns on August 22, 2016, Mr*** agreed to pay eleven payments in the amount of $each and one final payment of $to resolve the current balance of $Additionally, as a courtesy to prevent any collection activity T-Mobile placed a collection hold on his account until November 20, At that time if Mr*** is remitting the above mentioned payments to the account then the hold will be extended until August 22, T-Mobile provides a number of options for Mr*** to remit his aforementioned agreed upon paymentsMr*** may make the payments via electronic check or credit card, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipT-Mobile regrets any frustration that Mr*** may have experienced while trying to resolve his billing concernBased 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, INCShannon R*** Executive Response

August 24,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Ms*** experienced regarding her accountT-Mobile records confirm that Ms*** activated her T-Mobile account on June 3, 2017, and it was later cancelled at Ms***’s request on June 18, Please note Ms***’s outstanding balance of $consists of the charges that were incurred while the account was activePlease be advised this balance was reflected on the July 5, 2017, billing statement that had a due date of July 25,
In regards to Ms***’s concerns about T-Mobile’s SIM card pricing, the T-Mobile SIM card currently costs $and T-Mobile regrets any confusion regarding the pricing of a SIM card kitMs*** may review our prices at www.tmobile.com/cell-phones for up to date pricing
In an effort to amicably resolve this matter, on August 17, 2017, T-Mobile applied a credit in the amount of $and the account currently reflects a zero balanceMs*** will receive a revised billing statement reflecting the zero balance when the billing statement has generated on September 5, Please note Ms***’s account was not forwarded to a third-party collection agency and her credit will not be impacted as T-Mobile does not report to the credit bureaus
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S*** Executive Response

November 28, 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 19, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr*** with regards to his T-Mobile data servicesOur records indicate that on December 14, 2015, Mr*** activated one line of service under our Simple Choice North America plan which included unlimited talk, text and six Gigabytes (“GB”) of data for the monthly cost of $plus taxes and feesIt is important to note that the above rate plan also included “Binge On” and “Music Freedom”Please note that our “Binge On” feature allows unlimited video streaming through select video streaming applications which are labeled on T-Mobile.com/Binge On and “Music Freedom” allows unlimited music streaming through select music streaming applications which are labeled on T-Mobile.com/Music FreedomT-Mobile regrets any miscommunication at the time of activation with regards to the above featuresPlease be advised that Mr*** utilized data that was not streamed on the above applications and as such this data usage counted against his six GB data bucket and on January 1, 2016, his data speed was reduced due to passing his six GB limitOn December 15, 2015, T-Mobile issued a billing statement with the due date of January 7, 2016, in the amount of $which included monthly access charges, taxes and fees from December 15, 2015, to January 14, On December 27, 2015, Mr*** remitted a payment in the amount of $updating his balance to zeroUnfortunately, on January 12, 2016, Mr*** cancelled his T-Mobile account by transferring his phone number to another service providerOn October 31, 2016, as a gesture of goodwill, T-Mobile submitted a refund request in the amount of $for Mr***On November 1, 2016, due to an inadvertent error, the above refund was declinedOn November 28, 2016, T-Mobile issued a refund in the amount $to Mr***’ original method of payment; which he will receive within three business daysBased 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

March 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 February 24, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience that Mr*** may have experienced regarding our Friends and Family lines On Us promotion
In an effort to provide the best options in the wireless industry between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers who activate two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate planThose who took advantage of this amazing offer were eligible to receive the two new lines at no cost after automatic monthly bill creditsPlease be advised that Mobile Internet lines are included in this offer as long as there are two paid voice lines on the accountIt is important to note that existing lines are not able to become eligible for the free line promotion as they were already active on the account prior to the promotion being offeredAdditionally, as Mr*** is aware, the automatic monthly bill credits can take one to two billing cycles to be applied to the account
T-Mobile records indicate that on November 18, 2016, Mr*** activated two additional mobile internet lines on his account and met all of the additional requirements for the offer as outlined aboveAs such, on December 21, 2016, Mr***’s account was successfully approved for our Friends and Family Lines On Us promotional offer as all of the eligibility criteria had been met
However, in an effort to further resolve this matter, on February 26, 2017, T-Mobile applied a courtesy credit to the account in the amount of $This credit was applied for the monthly billing statements that the account did not receive the automatic monthly bill creditsMr***’s account currently remains open with a zero balance due
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 contacts with T-Mobile
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 1-877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Tiffany C***
Executive Response

July 12,
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 July 9, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction
T-Mobile regrets that Mr*** had concerns with the billing statement, our services and with his recent call to our Customer Care team. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care team
Mr***’s account was activated on June 6, with two mobile numbers and he subscribed to our Simple Choice North America Unlimited Talk, Text and Data rate plan for $per month for two lines of service. Please be advised that Mr***’s account was billed in advance and the first billing statement was dated June 6, and reflected a balance in the amount of $for services billed from June 7, through July 6, 2016, payment was due by June 27, T-Mobile records indicate that when Mr***’s account was activated he was enrolled in paperless billing. When Mr***’s billing statements were available, he was sent an email notification that his billing statement was ready to be viewed from his online account at www.T-Mobile.com. As a courtesy to Mr***, T-Mobile reprinted the billing statement dated June 6, and mailed it to his address of record
We regret that Mr*** experienced concerns with the coverage around his residence. T-Mobile is constantly working on expanding our coverage and Mr*** may continue to check the coverage available in his area online at www.T-Mobile.com. We hope we can assist Mr*** in the future
Mr***’s account was cancelled on June 17, when his mobile numbers were transferred to another service provider. We regret to hear about Mr***’s experience when he contacted our Customer Care team and we will follinternally with our staff
In an effort to amicably resolve this matter and as a gesture of goodwill, T-Mobile issued a credit in the amount of $to the account for the monthly access charges and taxes billed from June 17, through July 6, 2016. Mr***’s revised final balance was $for pro-rated monthly access charges for services from June 7, through June 16, 2016. On July 11, 2016, T-Mobile received a payment in the amount of $34.66; Mr***’s account is closed with a zero balance.
T-Mobile appreciates that Mr*** activated with us again and we hope that we can provide his wireless needs in the future. We regret any inconvenience that Mr*** may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding your above referenced file number. Please be advised that T-Mobile does not have a valid contact number for Mr***. T-Mobile regrets that Ms*** had concerns with his mobile device unlock request. Please be advised that T-Mobile provides eligible customers, or former customers, with accounts in good standing, with mobile device unlock codes for their T-Mobile branded handsets that were purchased from T-Mobile or an authorized T-Mobile dealer; once the handset is paid off. Since Mr*** did not purchase the handset from T-Mobile, or from an authorized dealer for our products and services, he would normally need to contact the seller of the handset to request that they obtain the mobile device unlock code. However, T-Mobile confirmed that Mr***’s account does not have an outstanding balance and that the device has not been locked. Therefore; as one-time courtesy to Mr***, T-Mobile unlocked the handset. T-Mobile emailed Mr*** with the unlock instructions that he will need to follow to complete the unlock process. If Mr*** purchases a T-Mobile branded handset in the future from an unauthorized seller, he should request that the seller obtain the unlock code prior to the completion of the purchase 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 Ally Y*** Executive Response

Revdex.com:
I recieved a favorable resolution from T-Mobile, the same that I requested before filing the complaint. The nnly thing that wasn't addressed was adjusting my bill due to service problems. But the fact that it wasn't addressed is complely my fault since I didn't bring the topic up during the discussionTherefore, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for your asssistance in reslving this issue
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
Thank you for your help in this matter
Sincerely, *** ***

May 8, 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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile made attempts via phone and email to contact Ms*** although our attempts have proven unsuccessful and we have not received any response from her yet. At this time, T-Mobile will respond to both you and Ms*** with this letter T-Mobile regrets that Ms*** has concerns with the previous payment arrangements and future dated payments that she requested. Please be advised that once a future dated payment is set up for a customer, the payment arrangement cannot be extended, changed or deleted. Customers are advised at the time that a payment arrangement is set up that it is unable to be extend, changed or deleted, this information is provided over the phone and via text message once the payment arrangement is set up. In addition, if a customer makes a payment arrangement from their online account at www.T-Mobile.com, the website provides this information and a folltext message that outlines the details of the payment arrangement and that the arrangement is not able to changed Ms***’s account had a future dated payment arrangement for her to pay the past due balance of $on April 21, 2017. When T-Mobile attempted to process the payment with Ms***’s requested payment method, the payment was declined by her financial institution as a result of non-sufficient funds. Please note that T-Mobile does not change our bank codes and the failed arrangement was not a result of a T-Mobile processing error. As a result of non-payment and the failed payment arrangement, Ms***’s account was suspended on April 23, T-Mobile records from April 24, indicate that Ms*** contacted T-Mobile and she was advised that she must remit payment for the past due balance in order for services to be resumed. In an effort to help Ms*** with the past due balance, T-Mobile released $in collected deposits that were eligible for release and they were applied toward the past due balance, which left her only balance to pay in order to resume service at $40.73; unfortunately, she declined to remit payment to resume the account. As a one-time gesture of goodwill, on April 24, 2016, T-Mobile issued a temporary credit to the account in the amount of $and service was resumed to Ms***’s account without payment. On April 25, 2017, Ms*** remitted payment in the amount of $40.73, which left a past due balance in the amount of $that was due by April 23, 2017. Ms*** set a payment arrangement to pay $on May 4, and a payment in that amount was received on May 4, As of May 8, 2017, Ms***’s account reflects a balance in the amount of $for monthly access charges billed in advance from May 3, through June 2, 2017, monthly JUMP! Insurance with Premium Handset Protection (“PHP”) subscriptions, three $restore from suspension charges and taxes; payment is due by May 23, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

June 1, 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 May 19, 2017, regarding the above-referenced account. T-Mobile regrets that Ms*** had concerns when she changed handsets, that the handset image that appeared on her online account did not match her handset and that she had any issue changing it, and that she had concerns when trying to change the account rate plan from her online account. T-Mobile records confirm that Ms*** changed the SIM card on her mobile number ending in *** on February 18, and there was only one SIM registered to that number at the time that the SIM card was updated. If Ms***’s previous handset rang after the SIM card change, the change may have not been completely updated in our network, which may take 24-hours, or if the handset was connected to an open connection, the handset could have received a call from an application that allows phone calls. When T-Mobile spoke with Ms*** on May 25, 2017, she confirmed that there was only one call that was sent to her old handset although we are unable to further troubleshoot this matter as the handset was not available and the issue has not occurred again Ms***’s mobile number ending in *** is the line of service that is listed as the Primary Account Holder (“PAH”) line and this line has the permissions to change the account rate plan and the phone image that appears when a customer logs into their online account. Upon speaking with Ms***, T-Mobile learned that she was logging into her online account with the mobile number ending in ***, which is why she was unable to change the phone image or update the rate plan on the account since this line did not have those permissions. Ms*** may log into her online account under her mobile number ending in ***, and since this line is the designated PAH, she may then update the permissions for the other lines on her account and she may give each line certain permissions for what she wants to allow each line to have when logged into their online account. T-Mobile records indicate that Ms***’s rate plan change to our T-Mobile ONE Family All Included rate plan, for $per month for two lines of service and $per month for the Add-A-line, effective May 7, 2017. Ms***’s current billing period ends on June 6, and the billing statement that will be dated June 7, will reflect the charges for the new rate plan as Ms***’s account is billed after services are rendered. T-Mobile appreciates Ms***’s business and we regret any inconvenience that she may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

May 5,
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 17, 2017, regarding the above-referenced accountWe are glad to report that upon speaking with Ms*** she confirmed that her concerns have been resolved to her satisfaction
T-Mobile is sorry that Ms*** feels that our previous response to your office was not sufficientUpon speaking with Ms*** she let us know that prior to have mobile number ending in *** she had a different T-Mobile line with mobile number ending in *** that when active it was subscribed to the JUMP!featureWhen Ms*** canceled her mobile number ending in *** and activated a new line of service ending in ***, the JUMP!feature was not automatically added, reason why she was not able to complete a JUMP!upgrade on March 30,
Further review confirms that in addition to the onetime credit of $issued on March 30, 2017, on May 4, 2017, T-Mobile issued additional bill credits to the account in the amount of $updating Ms***’ account balance to $
T-Mobile reviewed Ms***’ account and records confirm that the account is subscribed to T-Mobile ONE all-inclusive rate plan for $per month (with AutoPay) and both of her mobile numbers are subscribed to the JUMP!featureIn addition, Ms*** is financing equipment and accessories for which she is making monthly payments in the amount of $she should expect her monthly charges to be $going forwardT-Mobile appreciates the opportunity to respond to Ms***’ concerns and we regret any inconvenience to her
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
Maggie R*** Executive Response