T-Mobile Usa Inc

June 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 a letter dated June 12, 2016, 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 accountT-Mobile regrets any inconvenience that Mr*** may have experienced with his recent handset purchaseT-Mobile records indicate that on October 30, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Kyocera Hydro Wave handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on his personal credit history at the time of Mr***’ purchase, he was not required to make a down payment; however, he agreed to pay for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $Please be advised that by purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramAlternatively, Mr*** can replace his device through a post-exchange program 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 damageT-Mobile records reflect that Mr*** participated in the Limited Warranty Exchange process on May 17, and again on May 24, In an effort to amicably resolve this matter on June 15, 2016, T-Mobile applied a credit in the amount of $towards the remaining EIP balance that was owed on the handsetPlease note that this allowed Mr*** to keep the handset at no costIn a further effort to resolve this matter, T-Mobile also applied a bill credit in the amount of $to the account for the monthly EIP charges that Mr*** had already paid towards the handsetPlease note that at this time Mr*** account currently remains open with a credit balance in the amount of $that will apply towards his next monthly billing statementWe regret 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 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** 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 meSincerely, *** ***

June 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Mobile NoXXX-XXX-***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 20, 2017, regarding the above-referenced mobile numberT-Mobile regrets any inconvenience Mr*** encountered regarding his mobile number
In Mr***’s letter to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
If Mr*** continues to experience any difficulties with the service, we request that he provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or 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.”
Nevertheless, in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $for the month of service Mr*** remitted a $payment for and did not have and the LG Aristo device purchasedPlease note that the refund may take up to three business days for funds to appear in the requested bank accountIn exchange, Mr*** agreed to return the LG Aristo to our office within days of this letterMr*** may return his device to:
T-Mobile USA, Inc
Attn: A*** Menaul Blvd., NE
Albuquerque, NM
T-Mobile encourages Mr*** to use a traceable carrier and keep the tracking number for his records as we are not responsible for equipment being returned to T-MobileWe ask that Mr*** include the charger, along with a note with his name and account information so that the return can be processed with the credit be applied to the correct accountT-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
Abigail ***-R*** Executive Response

May 2,
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 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that *** *** *** and *** *** are one in the sameT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfaction
T-Mobile regrets any concerns Mr*** has experienced regarding his participation in a T-Mobile promotional offerThere are several eligibility requirements which must be met in order to qualify for a T-Mobile promotional offerOn November 28, 2016, Mr*** purchased an iPhone through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $Based on T-Mobile’s review of Mr***’s device trade-in, his device was found to have sustained physical damage to the LCD screen which disqualified him from receiving the Apple Black Friday offer
However, in an effort to amicably resolve the matter and upon speaking to Mr***, on April 25, 2017, T-Mobile agreed to close the remaining EIP balance for the above-referenced iPhone handset, and to apply an account credit in the amount of $for the previously billed associated EIP installmentsPursuant to our conversation, Mr*** confirmed the matter is resolved and he had no further concernsT-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
Sincerely, *** ***
To the business claim that I didn't meet the requirements for unlocking the deviceTheir advertisement is bring your own device and get a T-Mobile number/ serviceI have paid the full price for the device and yes it is a non T-Mobile devicethey didn't have any right to lock my deviceI didn't dispute the charges for the card or the SIM card, but to lock my device based on I tried to buy serivce from them and that I didn't meet the requirements for unlock the device! That was total scam, and unethical business practice.
The issue was only resolved with the Revdex.com involvement, from day one with issue started on Sunday August 2016, every attempt I did to reach T-Mobile customer service and tech support I was sent in the run around from one to the other, I even have had version Tech support involved as well Apple tier tech supportApple tech support name David was with me on the phone Friday for total of 6hrs trying to reach resulution with T-Mobile.
I am glad it was resolved and thank you for Revdex.com

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

January 4, 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 January 2, 2017, regarding the above-referenced accountT-Mobile regrets to hear of Mr***’s concerns regarding his T-Mobile billing and appreciates the opportunity to respondT-Mobile records indicate that on November 27, 2015, Mr*** qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of a Samsung Galaxy SEdge 64GB handset in BlackJOD is a leasing option that allows eligible customers to lease handsets by making a capital cost reduction at the time of purchase and agreeing to pay the remaining balance in monthly paymentsPlease be advised that should Mr*** choose to end his lease prior to the month payment the leased handset must either be returned to a retail location and the remaining lease payments are collected at that time or he may purchase the device there is a final purchase option priceIt is important to note that taxes are split up evenly over the month lease as well on the final purchase option priceAccordingly, Mr*** was asked to make a capital cost reduction in the amount of $and agree to a series of monthly payments in the amount of $plus applicable taxesAfter further review, our records indicate that the current balance remaining on the aforementioned JOD for the Samsung Galaxy SEdge 64GB handset in Black totals $327.46, which is comprised of the remaining lease payments of $137.50, the $purchase option price, and the remaining taxes of $Nevertheless, in the spirit of the Un-Carrier and in an effort to resolve Mr***’s concerns, on January 4, 2016, T-Mobile issued a one-time credit in the amount of $for the purchase option price of the aforementioned handsetMr*** then remitted a payment in the amount of $162.46, effectively paying off the Samsung Galaxy SEdge 64GB handset in BlackPlease 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 CareT-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, INCShannon R*** Executive Response

Complaint: ***
I am rejecting this response because it is not complete. Yes, T-Mobile instructed me to file a police report and I've attempted several times to contact our local police department. I'm told someone will return my call so I'm waiting on that. They also suggested I contact the Attorney General's office to file an Identity Theft Affidavit or hire an attorney. Attorney fees would be over and above the $500+ on my credit report. If T-Mobile is unable to find an account with my information then why can't they remove it when it obviously isn't MY account??? It sounds like the logical thing to do. Again, I'm waiting to hear back regarding the police report and I've contacted the Attorney General's office. This just seems like a lot of hoops to jump through over an account that isn't even mine
Sincerely,
*** ***

May 8,
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 24, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulTherefore, we will make every effort to address Mr***’ concerns via this response
T-Mobile regrets any inconvenience Mr*** may have experienced with requesting and processing a Mobile Device Unlock for his iPhone On April 24, 2017, T-Mobile received notification from your office that Mr*** would like to request a Mobile Device Unlock on his iPhone Mobile Device Unlock codes are available to customers who meet our eligibility requirements
T-Mobile would like to assist Mr*** in his request but we need Mr*** to provide the International Mobile Equipment Identifier (“IMEI”) for the iPhone he would like a Mobile Device UnlockMr*** can reach me at the number listed below and I will be happy to resolve Mr***’ concernT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carlos T*** Executive Response

Please be advised that someone from T-mobile has contacted me and informed me that they will mark my account as closed with a zero balance.
Thank you,
*** ***
* ***

July 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced account. We regret to hear the difficulties Mr*** has experienced in regards to his T-Mobile account. Please note, on September 7, 2016, and running through February 28, 2019, customers on select Simple Choice plans received a Data Bump offer for a limited time to show our appreciation for their business. The Data Bump offer is a gift for unlimited high speed data at no additional cost through the promotional window. It is important to note this promotion is for up to mobile voice lines On September 7, 2016, our records confirm Mr*** was subscribed to an eligible Simple Choice North America plan and received the Data Bump offer. Mr*** currently has voice lines and is eligible to activate two more voice lines to his account for up to voice lines. However, since the current promotion is only available for lines, Mr*** would need to subscribe to a different rate plan if adding additional lines On June 30, 2017, T-Mobile spoke to Mr***, and advised that we could provide a 10GB data feature to lines, Mr*** declined this offer. If Mr*** would like to add the two additional voice lines he may do so by contacting out Customer Care at from his T-Mobile handset or ###-###-####. T-Mobile regrets any inconvenience this matter may have caused 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 ###-###-####-*** Very truly yours, T-MOBILE USA, INC Belen L*** Executive Response

July 25,
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 11, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience in regards to the billing for Ms***’s accountT-Mobile records indicate the account is currently enrolled in the Simple Choice Family Unlimited Talk, Text, and Data for $per month plus applicable taxesThe line ending in *** is also enrolled in the Stateside International Talk feature for $Please note the feature was added on June 22, The line ending in *** participated in T-Mobile’s JUMP! on Demand lease program for an LG G-Stylo on December 27, 2015, at a retail price of $for the device with monthly lease payments of $and the option to trathe device at the end of 18-months or pay the purchase option price of $Additionally, the line ending in *** also participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering on March 31, 2016, with 24-monthly payments of $
The billing cycle from April 10, 2017, through May 9, 2017, included the monthly access charges plus applicable taxes, monthly EIP, and international chargesIn review of the account there was a total of minutes in international charges for total of $and applicable taxesThe total amount billed including international charges was $As the account was enrolled in AutoPay the balance was paid in full on May 31,
The billing statement for the dates of May 10, 2017, through June 9, 2017, included the monthly access charges plus applicable taxes, monthly EIP, and international chargesThe international charges for minutes totaled $and applicable taxesThe total balance owed including the international charges was $
On June 22, 2017, the AutoPay was cancelled from the account as well as the Stateside International feature for $was added to the line ending in ***Please note the Stateside International feature allows unlimited or discounted calling from the U.Sto landline and mobile numbers located outside the U.SPlease note that text messages are unlimited with this featureAlso on June 22, 2017, the account was adjusted $for the international charges from the April to May billing statement
The billing cycle from June 10, 2017, through July 9, 2017, included monthly access charges plus applicable taxes, and monthly EIPThe total balance owed including international charges was $The billing statement also included the past due balance of $from the May to June 2017, totaling $
As of July 18, 2017, Ms*** was advised of the appropriate international feature updated on her accountAdditionally, in an effort to provide an amicable resolution, the account was adjusted $for international charges on the accountAn additional credit of $was also applied to the account as a courtesy for two months of the $Stateside International featureAs such, the account currently reflects a balance of $
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
Jessica G*** Executive Response

May 19,
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 May 12, 2017, regarding the above-referenced accountT-Mobile has determined that the account holder, *** *** and the complainant, *** *** is one in the same
T-Mobile regrets that Ms*** feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agencyOn May 18, 2017, T-Mobile contacted Ms*** via telephoneAt the time of our discussion, Ms*** provided her above-referenced account number
T-Mobile records indicate Ms***’s closed account currently reflects an outstanding balance of $Ms***’s outstanding balance consist of her unpaid monthly recurring charges through the date of cancelation on January 15, 2017, in the amount of $and a collections fee of $
Review of the account confirm that due to an inadvertent error, on December 24, 2016, Ms***’s account was not canceled at the time of her original conversation with T-MobileIn an effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $which represents Ms***’s monthly recurring charges for services from December 11, 2016, through her cancelation on January 15, 2017, in accordance with the original request for cancellationMs***’s updated balance is $which includes her unpaid service from her billing statement dated October 11, 2016, through December 11, 2016, and the collection fee
Ms***’s collections fee will be adjusted based off of her new balance which will be updated within hoursMs*** may contact AmSher, the outside collection agency assigned to her account, to schedule paymentMs*** may reach AmSher at 877-322-T-Mobile regrets any inconvenience
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

Complaint: ***
I am rejecting this response because: I had thought it was all resolves until now when I still haven't received the checkI asked for an overnight and the guy told me he would put a ruah on it and would take 3-buisness daysNow being many more thwn buisness days I'm still not recieves itI feel like the company is toying with me and taking advantageThis has put me in a huge bind financially wise.
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 want to thank the young man that called me on 1/26/and I appreciated the $credit to us for the deductible the T-Mobile office I went to with all of this, charged us, that was very nice of him, and I appreciate also Zachary S*** and his getting in touch with me at the beginning
I tracked the FEDX pkg I sent back to Mr S*** and it shows being delivered yesterday 1/27/16 and signed for by an ** ***
The Galaxy Sseems to be working GREAT, no issues at allAgain, thanks for their quick response
Sincerely, *** ***

Complaint: ***
I am rejecting this response because: I have already filed my complaint with the FTC as well as a police report which was sent to you The mobile had not one returned any calls as promised" within days" as promisedThis matter started on 5/9/17! I request this matter remain open until tmobile addresses the situationIt is t mobiles fault the account was even openedWhen I go into ar mobile store for any reason they always take a copy of my photo idAnd u would like am explanation on how someone walked into a store in Puerto Rico and was able to be added to my account without my approval.
Sincerely, *** ***
*** ***

August 5, 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 29, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Ms***’s satisfactionWe are sorry to hear that Ms*** had concerns with her final billing statementT-Mobile records confirm that Ms*** canceled her account on June 25, 2016, when she ported her mobile numbers to another service providerMs***’s billing cycle ran from the 20th of one month to the 19th 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 July 19, Please note that on July 10, 2016, Ms*** remitted payment to T-Mobile in the amount of $98.65, however, this payment was later returned to T-Mobile as unpaidMs***’s account reflects a balance in the amount of $which consists of monthly recurring charges for the period of June 20, 2016, through July 19, 2016, and a CellSpot router non-return fee in the amount of $It is our position that Ms*** has been billed accordinglyNevertheless, in an effort to amicably resolve this matter, on August 2, 2016, T-Mobile contacted Ms*** and offered a bill credit in the amount of $to cover the final monthly recurring charges which she accepted as full resolution to her concernsAfter the bill credit, Ms***’s account remains canceled with a balance of $for the CellSpot non-return feeMs*** will be returning the CellSpotOnce it is returned, Ms*** will be issued an additional bill credit of $leaving the account cancelled with a zero balanceT-Mobile has placed a hold on Ms***’s account until August 27, 2016, to allow her time to return the device without her credit being impactedMs*** understands that it needs to be returned prior to August 27, T-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, INCTaylor B*** Executive Response

January 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 correspondence dated January 17, 2017, regarding the above-referenced accountT- Mobile records indicate the account holder of record is the *** ***Although Ms*** *** is not an authorized user on the account, we were able to speak with Mr*** regarding this correspondence to your office, and we are pleased to report that the matter is fully resolvedPlease 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 sales officeIn an effort to amicably resolve this matter, on January 22, 2017, T-Mobile ordered a prepaid refund card in the amount of $for Mr***’s SIM cards to be shipped to his requested addressMr*** will need to allow seven to ten business days for mailingT-Mobile regrets any inconvenience to Mr*** 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

October 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 30, 2016, regarding the above-referenced accountT-Mobile understands the importance of a properly working device and regrets any concerns Ms*** is having with her handsetT-Mobile records reflect that Ms*** purchased a NEW 2U Certified Pre-owned (“CPO”) Samsung Galaxy Son August 23, through a third-party retail store, which includes a day buyer’s remorse periodT-Mobile is committed to providing customers a number of options to obtain high-quality mobile devices for everyone in their familyOne of our most cost effective options would be our NEW2U CPO program which offers our customers NEW2U devices that go through a rigorous point inspection to ensure that they are within T-Mobile’s approved standards, operational parameters and only devices in excellent physical condition are offered for saleCustomers are provided with a day Warranty period when purchasing a NEW 2U CPO handsetDuring the day Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on September 21, Please be advised, prior to placing the handset exchange T-Mobile provides customers with a disclosure which advises that we will provide the customer with a new or like new replacement phoneAdditionally T-Mobile informs the customer the replacement handset will come with an additional 90-day warranty or will carry the remaining warranty balance from the current phone, whichever is longerHowever, in order to amicably resolve this matter T-Mobile has offered to send out a new Samsung Galaxy S free of cost as a one-time exceptionThis handset will receive a one-year Limited Warranty provided by the manufacturer of their deviceAdditionally, Ms*** may keep her current handset as well as the new handsetMs*** has agreed to our offerBased 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, INCJuan B*** Executive Response

March 30,
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 21, 2017, regarding the above-referenced accountWe are pleased to report that Ms***’s concerns have been addressed and resolved to her satisfaction
T-Mobile regrets any inconvenience that Ms*** has experienced regarding her handset replacement concernsWe appreciate the opportunity to respond to this matter
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 contact with our Customer Care
T-Mobile records confirm that on November 18, 2016, Ms*** was provided a Samsung Onhandset free of charge from the Executive Response Team at T-MobilePlease be advised that although this handset was provided to Ms*** at no charge, she was provided a day return period that allowed her to use the device and if it was found to have not met her needs, or should it have been delivered damaged, she could have requested an exchange for another new model as an upgrade exchange
Please be advised that Ms***’s aforesaid handset came with a one-year Limited Warranty from SamsungDuring the Limited Warranty period, Ms*** was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange (“HSE”) Program or a post-exchange device by contacting the manufacturer directlyUnder the HSE 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 be in good physical condition with no modification or damage, such as broken or damaged plastics, LCD, or internal parts, or liquid damage
Additionally, our records reflect that Ms***’s mobile number ending ***, associated with the above noted handset, was subscribed to the optional JUMP!feature from August 3, 2016, through September 23, Please be advised that while enrolled, JUMP!provided Ms***’s mobile number with coverage under Premium Handset Protection (“PHP”) including handset coverage for incidental loss, theft, damage, and an extended warranty periodShould Ms***’s device need to be replaced, outside of the terms of her Limited Warranty, Ms*** would have been able to file a PHP claim and after remitting her deductible, a replacement handset would have been shipped to her by Assurant Soltions, the PHP provider
T-Mobile records reflect that on December 6, 2016, Ms*** participated in our HSE program and initiated a limited warranty exchange during a call to Customer Care
T-Mobile records reflect that Ms***’s replacement device was delivered to our Retail Location on December 8, 2016, at which time an SMS notification was sent to her mobile number advising that the device was ready for pickup
T-Mobile records further reflect that on December 17, 2016, Ms*** visited our Retail Location to complete her handset exchangeIt was found in our Retail Location that Ms***’s handset was damaged and as such her Limited Warranty was voidAs such, our Retail Location was unable to process Ms.***’s exchange
T-Mobile records reflect that on March 20, 2017, Ms***’s account received a $credit for her reported Early Termination Fee assessed by her previous service provider
Although it is T-Mobile’s position that Ms***’s aforementioned handset is no longer eligible for an handset exchange, and that she is ineligible to perform a PHP replacement as she is no longer enrolled in JUMP!2, on March 37, 2017, in an effort to amicably resolve her concerns, T-Mobile offered to provide Ms*** with an additional Samsung Onhandset free of chargePlease be advised that Ms*** accepted this as a resolution to her concernsIt should be noted that Ms***’s handset was shipped to her via United States Parcel Service, and was assigned a tracking number as *** and was delivered to her residence on March 28,
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
Jason A***
Executive Response