T-Mobile Usa Inc

September 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 September 15, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Ms***’s concerns to her satisfactionT-Mobile regrets any confusion surrounding the notice that Ms*** received and we appreciate the opportunity to resolve her concernsOur records confirm that on July 31, 2015, T-Mobile advised Ms*** that T-Mobile was able to substantiate fraud and Ms*** was absolved of all financial responsibility for her account number ***As payments to the account were made on May 13, 2015, and May 14, 2015, in the amount of $1,and returned unpaid; a new billing statement was produced with five returned payment fees and chargebacks dated August 7, Due to an administrative error, the bill charges were not removed and regular collection efforts resumedAs of September 17, 2015, upon speaking with Ms***, T-Mobile removed the account number *** from collections and any negative reporting was removedPlease note it may take up to days to reflect on Ms***’s credit reportAs of September 21, 2015, Ms***’s account remains canceled with a zero balanceT-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 *** *** *** Very truly yours, T-MOBILE USA, INCLeah T*** Executive Response

May 3,
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 account
T-Mobile regrets any concerns Ms*** experienced regarding her most recent account balance in the amount of $On August 28, 2014, Ms*** purchased an Apple iPhone 5s device on our Equipment Installment Plan (“EIP”) offering
Please note while Ms***’ account was active, she was placed on Active Military DutyActive Military Duty customers are exempt from certain T-Mobile fees such as payment processing fees, bill reprint fees, as well as late fees to name a fewAdditionally, these accounts can maintain their monthly equipment charges for the remainder of the 24-month EIP agreement after cancellation
On October 3, 2014, Ms*** cancelled her T-Mobile account when she ported her line ending in *** to a new carrierThat same day, Ms***’ opted to enroll in our AutoPay feature for the remaining monthly equipment charges for her Apple iPhone 5s deviceAutoPay 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 customerPlease note T-Mobile does not have record Ms*** paid her Apple iPhone 5s device in full upon cancellationAdditionally, T-Mobile does not have record Ms*** made a payment over $1,while her account was active
On December 31, 2014, the monthly EIP charge in the amount of $was returned unpaid through the method of payment Ms***’ used for AutoPayOn January 24, 2015, Ms*** contacted T-Mobile stating she made a payment in the amount of $that was not appearing on her T-Mobile accountOn January 29, 2015, our Missing Payments team was not able to locate the $payment and requested Ms*** provides a copy of her bank or credit card statement for further reviewRegrettably, T-Mobile did not receive a copy of Ms*** bank or credit card statement
Please be advised T-Mobile continued to receive manual payments for the monthly equipment charges on the following dates:
• February 27, 2015, in the amount of $75.00;
• March 25, 2015, in the amount of $25.00; and
• May 17, 2015, in the amount of $
The February 27, and March 25, payments were made through our automated system and the May 17, payment was made with a Customer Care representativePlease note the payment remitted on May 17, 2015, was the last payment T-Mobile received until April 24, which is further outlined below
As Ms*** stopped making payments to her Apple iPhone 5s device, the $monthly equipment charges continued to bill causing a rolling past due balanceMs***’ August 10, 2016, monthly billing statement was in the amount of $for the unpaid balance of her Apple iPhone 5s deviceOn April 24, 2017, Ms*** remitted a payment in the amount of $
Upon speaking with Ms***, on April 28, 2017, T-Mobile requested a copy of her bank or credit card statement outlining the payment made for the Apple iPhone 5s deviceMs*** indicated she would not be able to obtain a copy of the statements for the timeframe requested
As T-Mobile was not able to locate any additional payments made to Ms***’ Apple iPhone 5s device, we respectfully decline any request for credit towards the deviceT-Mobile records do not indicate changes were made to Ms***’ account without her authorizationMs*** account remains closed with a zero balanceT-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 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G*** Executive Response

February 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** ***s 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 3, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***s, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***s’ concerns within this letterT-Mobile regrets any concerns Ms*** experienced regarding her handset and monthly billing chargesOur records confirm that Ms*** activated her account on November 6, 2014, with the mobile number ending in ***Additionally, on November 6, 2014, Ms*** purchased a Samsung Galaxy Shandset using our Equipment Installment Plan (“EIP”) offeringEIP 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 installmentsMs*** was not required to remit a down payment, but she did agree to monthly installments of $Please note that an account can have multiple active EIPs, and that purchasing another handset does not close any previous EIPsOn December 11, 2015, Ms*** utilized our EIP program once again with the purchase of an Apple iPhone 6SMs*** was, once again, not required to remit a down payment, but agreed to monthly installments of $for the total device costThis monthly installment will be billed along with Ms***s’ regular monthly access charges and monthly installments for her Samsung Galaxy ShandsetIn an effort to amicably resolve Ms***s’ concerns, T-Mobile offers to allow Ms*** to return her Samsung Galaxy Shandset and accessories to our office in good working orderUpon receipt and inspection of the handset, the EIP for the device will be credited up to $228.60, for the remaining balanceMs*** can return the handset to the following address: *** *** *** *** *** *** *** *** *** *** ** *** *** *** T-Mobile requests that Ms*** include her handset, battery, charger, and account information in her return shipping package, and recommends that Ms*** select a shipping carrier that will provide her a tracking numberT-Mobile is not responsible for equipment returned to our officePlease note that Ms*** must have the return postmarked no later than February 29, 2016, to accept this offerT-Mobile regrets any inconvenience Ms*** may have experiencedBased 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, INCChris P*** Executive Response

September 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 September 4, 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 his concerns within this letterT-Mobile regrets any concerns Mr*** may have experienced regarding the process for returning his devicesMr*** activated service with T-Mobile, August 11, when he elected to finance two Samsung Galaxy On devices using our Equipment Installment Plan (“EIP”) offeringEIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsAt the time of the purchase, Mr*** made a down payment in the amount of $which consisted of $for the handsets, $for a SIM starter kits, plus applicable taxes of $22.04, and agreed to a series of monthly installments in the amount of At the time of his purchase, T-Mobile provided a twenty day return period which allowed Mr*** to use the equipment to see if it met his needsIf the equipment or services were not acceptable, the equipment could be returned for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseMr*** contacted T-Mobile on August 29, 2016, to cancel his service and requested our return shipping address to return the equipmentMr*** was advised that once the equipment was received by the warehouse, it would take seven to ten business days to process a full refundUpon review of the account T-Mobile confirmed that the handsets were returned and as such Mr***’s EIP was closedT-Mobile records indicate that on September 8, 2016, a refund in the amount of $was applied to Mr***’s credit card and his account remains closed with a zero balanceIt is important to note that although this refund typically processes as to T-Mobile within two to three business days; we have no control over the amount of time that the financial institution in question will take to subsequently post to the customer’s accountOn that basis, we recommend that MrGilrnonan direct any inquires to his issuing bank after the initial processing timeT-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, INCRobert R*** Executive Response

April 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 April 1, 2017, 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 concern within this letter
T-Mobile regrets any concern to Ms*** in regards to her JUMP! On Demand (“JOD”) lease of her LG GT-Mobile records confirm that on July 28, Ms*** leased an LG Gon T-Mobile’s JOD option in which she agreed to monthly lease payments in the amount of $and agreed to a purchase option price of $plus applicable taxesPlease note that on March 8, Ms***’ JOD lease ended and was billed $plus applicable tax for the purchase option price of the LG G
On March 11, T-Mobile records confirm that Ms*** contact Customer Care in regards to the billed purchase price option and was offered the option to place the purchase option price on an installment option which would split the purchase option price in nine monthly payments of $Please be advised that this change was processed and Ms*** was issued a credit of $
It is important to note that the credit was pending and has now impacted her current charges on her bill dated April 8, as it is applying towards her current chargesIf Ms*** has any additional questions or concern we urge that she contact Customer Care 1-800-937-as they are available for a wider range of hours or myself at the number belowT-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 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Oscar T*** Executive Response

Complaint: ***I am rejecting this response because:
I have been waiting for a response from the T-Mobile person that is assisting me concerning the size of the phone that he wants to replace my nonworking phoneThe phone that he is offering is physically a size smaller than the one that I have and being years old and my eyesight not what it used to be I am used to having the bigger phone so I am verifying whether that is an optionI have even offered to pay the hundred dollar difference for the larger size screen phone.Sincerely,*** ***

April 13, 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 April 8, 2016, from *** *** 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 accountT-Mobile regrets any concerns Ms*** has experienced in regards to her non-working Apple iPhone Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsReplacement handsets are sent via standard ground shipping for customers who do not subscribe to our Premium Handset Protection bundleCustomers can elect to have their replacement handset sent via expedited shipping; however, they are required to pay an additional priceT-Mobile records indicate Ms*** completed a Limited Warranty exchange on March 1, 2016, for her Apple iPhone Regrettably, Ms*** also experienced concerns regarding the replacement device and another Limited Warranty exchange was processed on April 5, 2016, for her Apple iPhone In an effort to amicably resolve this matter, T-Mobile agreed to apply an adjustment of $which represents half of Ms*** monthly recurring charges for her rate planMs*** updated balance $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, INCMartin G*** 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 14, 2017, regarding the above-referenced file number. T-Mobile regrets any concerns Ms*** experienced regarding her mobile device unlock and appreciates the opportunity to respond to her concerns. 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. T-Mobile regrets any inconvenience to Ms***. T-Mobile records indicate that Ms*** contacted T-Mobile Customer Care to request a Mobile Device Unlock; however, T-Mobile was unable to provide the code as Ms*** devices were not sold through T-Mobile or a T-Mobile authorized dealer Upon speaking with Ms*** it was established that she purchased the equipment through a third party retailer and the device was identified as being Samsung Galaxy Mega sold exclusively through AT&T. Ms*** may contact the manufacturer of the device for further assistanceT-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 Andrew S*** Executive Response

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***t mobile completely lied! I never had enrolled in apparentless billing at that timeEvery time I contacted them for a year they kept saying there sight was down for maintance! How can it be paperless if you can't get it that's called freelance billing!

April 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 dated March 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Mr*** which have proven unsuccessful therefore we will make every effort to address his concerns within this letter
T-Mobile regrets any inconvenience to Mr*** regarding his handsetT-Mobile records indicate that on September 11, 2015, Mr*** completed the purchase of the Samsung Galaxy Sedge under our JUMP! On Demand offering (”JOD”)JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeAt the time of purchase Mr*** was not required to make an upfront payment; however, he agreed to a series of monthly lease payments in the amount of $
T-Mobile records indicate that Mr***’s JOD lease ended on March 14, Mr*** has up to days to set a Purchase Option Installment Plan (POIP) with the remaining balance of his JODT-Mobile records show that on March 23, 2017, Mr*** intended to start a POIP, however on March 28, 2017, the POIP was cancelled due to T-Mobile not receiving the confirmation of Mr*** accepting the terms and conditions via email
Should Mr*** still be interested in completing the POIP for his closed JOD, he may contact us to the phone number below by May 13, 2017, to restart the POIP
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

Tell us why here
May 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 25, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced regarding her final monthly billing statementOn April 26, 2014, Ms*** activated her T-Mobile account with one line of serviceUpon activation, Ms*** provided a mailing address as required to complete account activationMs*** opted to receive her monthly billing statements through our paperless billing optionPaperless billing is a free service that allows customers to receive their billing information in a secure online channel hours a day, seven days a weekT-Mobile recommends customers who use our paperless billing option to update any address changes in order to maintain accurate account information
T-Mobile records indicate on August 16, 2016, Ms*** cancelled her account when she ported her mobile number ending in *** to a new providerOnce an account is cancelled, the paperless billing option is cancelled and the final monthly billing statement is mailed to the address on file
Ms***’s final monthly billing statement was in the amount of $and consisted of monthly access charges and fees and taxes for the billing period from June 27, 2016, through August 16,
On October 20, 2016, T-Mobile received the final monthly billing statement as a returned mailingTo protect Ms***’s personal account information, T-Mobile opted to stop sending the final monthly billing statements to the address on fileT-Mobile regrets Ms*** did not receive her final monthly billing statement
As a payment was not remitted timely, on November 19, 2016, Ms***’s account was referred to the third party collection agency AmSherWhen an account is transferred to a third party collection agency a fee may be assessed and is typically based on the past due balance at the time of transferA fee in the amount of $was billed to the account bringing the balance to $Please note T-Mobile did not receive a request from Ms*** for a copy of the final monthly billing statement prior to the account being referred to a third party collection agency
On February 28, 2017, T-Mobile issued a credit in the amount of $to the account to assist Ms*** with her account concernsAs a result of this credit, the collection fee was adjusted in the amount of $Ms***’s final account balance is in the amount of $It is T-Mobile’s position that the balance is valid and owed
Ms*** may contact AmSher, the collection agency her account currently resides with, at *** to remit paymentPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingT-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 *** ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G***
Executive Response

August 11,
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 29, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience to Mr*** and appreciates the opportunity to respond to his billing and price plan concerns
Between March 1, 2017, and March 5, 2017, T-Mobile offered the This One’s On Us to new or existing customers like Mr***To be eligible for the free line of service, which are offered through monthly bill credits, Mr*** is required to maintain his T-Mobile ONE price plan and activate a new line of serviceThe free line must have been a newly added line, not existing line, activated by March 5,
T-Mobile records indicate on March 5, 2017, service for the mobile number was reservedPlease note, the line ending in 5473, and price plan change to the T-Mobile One tax included, was not activated until March 6, 2017, after the promotion ended
As of March 6, 2017, Mr*** is subscribed to the T-Mobile One tax included price plan for $T-Mobile One tax included price plan provides the first two lines with unlimited talk, text and of data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per month
T-Mobile provides a $per line discount when the AutoPay payment option is set on the accountMr***’s account was enrolled in AutoPay on March 5, The AutoPay discount can take up to days to become active and balance impactingAutoPay 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
T-Mobile records indicate that on April 11, 2017, Mr*** leased a new Samsung Galaxy Edge BG handset utilizing JUMP! On Demand (“JOD”)Please note that Mr*** was not required to remit a capital cost reduction payment; however, he agreed to monthly lease payments of $and a final Purchase Option Price (“POP”) of $The POP is only charged if the customer elects to keep the handsetAdditionally, customers are eligible to JUMP their handsets up to three times within a calendar year to a new model
In an attempt to resolve the matter amicably, T-Mobile has extended the offer for the This One’s On Us promotion, and the $bill credit will reflect on future bill statementsAdditionally, T-Mobile adjusted the monthly charge for each month the number was charged, totaling $207.00, plus a one-time courtesy credit to the account in the amount of $Mr***’s account currently reflects an account balance of $due on August 16, T-Mobile respectfully declines to provide additional compensation
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 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 844-213-ext***
Very truly yours,
T-MOBILE USA, INC
Melyssa G***
Executive Response

August 17,
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 6, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’s concerns have been address to his satisfaction
T-Mobile regrets the concerns that Mr*** may have experienced with his accountOur records reflect that Mr*** activated his service on September 30, 2015, with one line of serviceMr*** was subscribed to the Simple Choice North America Unlimited Talk, Text for $plus applicable taxesAdditionally, Mr*** subscribed to the unlimited data feature for $
Please be advised our records do not reflect any calls made to T-Mobile to request cancellation of Mr***’s aforementioned accountTherefore, Mr*** continued to be billed monthlyIt is important to note that the last payment T-Mobile received from Mr*** was on May 22, 2017, for $Our records confirm that on July 12, 2017, Mr***’s account was suspended for non-paymentPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date
Nevertheless, on August 15, 2017, as a courtesy and upon speaking to Mr*** T-Mobile has agreed to remove the balance owed of $Pursuant to Mr***’s request T-Mobile as also cancelled his account effective August 15, T-Mobile regrets any inconvenience caused 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
Sharon B***
Executive Response

Complaint: ***
I am rejecting this response because: My name was listed as an authorized user of the accountI was the owner of the device and the planI paid for my bills, never had troubleMy mother had already had me listed as an authorized userPlease listen to your call recordingsThey're said to be monitored for quality assurance and this is exactly the oppositeI can have my mother call again and authorize me once again just to ease your mindSo you can further ignore the problem. My mom and dad are older folksOne of them is disabled completely and the other one can't manage her financial things on her ownSo best believe I've been the authorized user in any and all accounts you can find under herI'm sure T-Mobile is perfectly aware that she has a language barrierSo what you're proposing is talk to someone who won't even be able to understand half of the things you say and close the matter as if it was addressed? Nobody has ever told us we had to have it in writing that I was an authorized user in the accountPlease check your records!!!!!!
Sincerely,
*** ***

September 24, 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 16, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr*** satisfactionPlease 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*** recent contact with our Customer Care by failing to return Mr*** callOn June 25, 2015, replacement equipment was ordered for Mr*** authorized user of record, Mr***Replacement equipment was shipped to Mr*** the same dayPlease be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such; Mr*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was also disclosed to Mr*** at the time the exchange was processedOn August 11, 2015, when we had not received the non-working equipment, a non-return fee in the amount of $was assessedPlease note that on September 22, 2015, T-Mobile received the equipmentAs this was after the allotted seven days, and after various reminder messages being sent, it is T-Mobile’s position that the non-return fee was validly assessedNevertheless, as a courtesy to Mr***, T-Mobile applied a credit of $for the non-return fee and the applicable taxesPlease be advised that the account currently reflects a zero balanceBased 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 *** *** *** Very truly yours, T-MOBILE USA, INCKayla *** Executive Response

Complaint: ***
I am rejecting this response because: I have not received my refund of $for the Samsung galaxy splus that was received on 5/26/2017.
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 mePlease keep me up to date with any advancements or improvements made to the T-Mobile network around the Madison area and in Wisconsin pleaseThank you so much for your time and patience
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 meSincerely, *** ***

Complaint: ***I am rejecting this response because:
When I spoke with Shannon at T-Mobile, she advised that on June 4, my refund for $had been processedShe advised I would receive a check in 7-business daysNow, the response reads that it will be a prepaid cardNone of the pieces of information I have been given have been followed through with
Previously, the representative I had spoken to a on May 26, had advised that my refund had been processed and I would receive it within 7-business daysThe information keeps changingA check is different from a prepaid card, the monetary value may be the same, but they are not the same itemI've been checking the mail since my discussion with Shannon and haven't received anything yet
Until I receive my money back, whether it is a prepaid card or check, I want this complaint left openSince the information keeps changing every time I speak with someone, I'm not sure if I really am getting my $backIt may be a small minor detail, but this has been an ongoing issue to get the $back since May 5,
Sincerely,*** ***

September 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 September 22, 2016, regarding the above-referenced accountWe are sorry to hear that Ms*** had concerns with exchanging her handsetPlease 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 companyT-Mobile is working diligently on network improvements throughout the U.SOur goal is to provide our customers with the best experience possibleUnfortunately, T-Mobile is unable to guarantee coverage in all locationsThere are several factors that may interfere with actual service, quality, and availabilityOur records confirm that on August 27, 2016, Ms*** filed a handset claim for her iPhone handset through her insurance provider AssurantAt this time Ms*** remitted payment in the amount of $for the deductiblePlease be advised that a handset claim through Assurant is required in the event that a customer’s handset is lost, stolen, has physical, or water damageIt is important to note that each time a Handset Exchange is processed through T-Mobile or Assurant, the replacement device is typically in like new conditionOn September 10, 2016, Ms*** contacted T-Mobile customer service at which time she indicated that her recently replaced iPhone handset was not functioning properlyAt this time T-Mobile sent Ms*** a brand new iPhone 6s handsetOn September 14, 2016, Ms*** contacted T-Mobile to indicate that the new handset she recently received was also malfunctioningAt this time T-Mobile placed a handset exchange and sent Ms*** a replacement iPhone handsetOn September 20, 2016, Ms*** contacted T-Mobile to file another handset exchange and indicated that her recently replaced iPhone was malfunctioningAt this time T-Mobile processed another handset exchange for Ms***’s iPhone handsetThis replacement handset was picked up by Ms*** on September 22, On September 23, 2016, T-Mobile contacted Ms*** at which time she indicated that the replacement iPhone handset that she recently picked up on September 22, 2016, was functioning properly and that the issue was resolved to her satisfactionT-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