T-Mobile Usa Inc

April 24,
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 15, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is ***s *** *** ***, and that they have designated *** *** as an authorized user of the account
T-Mobile regrets any concerns Mr*** has experienced regarding the account balance since the loss of a 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 Mr***’ contact with our Customer Care
While it is possible that a customer may be able to locate their iPhone using the iCloud service, it is important to note that customers remain responsible for charges incurred on their account until the line is suspendedIn addition, we provide the ability to monitor usage via our website, our Interactive Voice Response system (“IVR”) and of course through calls to our Customer Service department
As Mr*** did not suspend the mobile number immediately, $5,in international usage charges were incurred before T-Mobile was instructed to suspend the mobile number ending in As such, it is T-Mobile’s position that the charges are valid
However, in an effort to amicably resolve the matter and upon speaking to Mr***, on April 18, 2017, T-Mobile applied a credit to the account in the amount of $5,for the international long distance charges incurred on the billing statement dated March 9, Pursuant to our conversation, Mr*** confirmed the matter is resolved and he has no further concerns
The account remains active with a balance of $which consists of monthly access charges, monthly Equipment Installment Plan ("EIP") installments, applicable taxes, and fees from the billing statements dated March 9, 2017, and April 9,
Additionally, at that time, T-Mobile placed a 30-day hold on the account, which will expire, on May 17, 2017, to prevent service interruption and to allow for Mr*** to bring the account to a current statusT-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

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 October 4, 2016, regarding the above-referenced accountWe are pleased to report that Mr***’s concerns have been addressed and resolved to his satisfactionT-Mobile regrets any inconvenience that Mr*** has experienced regarding his billing concernsPlease be advised that T-Mobile records reflect that on March 27, 2016, Mr*** contacted Customer Care via online chat support regarding his tax assessment concernsIt should be noted that in an effort to resolve Mr***’s concerns, Customer Care applied a one-time credit in the amount of $to his accountAs such, Mr***’s account balance was updated to reflect $as a credit balanceT-Mobile records reflect that Mr***’s billing statement dated April 6, 2016, carried a total credit balance of $Please be advised that Mr***’s account held a $credit balance leading into this billing period; however, after Mr***’s current charges for monthly access and applicable taxes of $were applied, his credit balance was reduced to $Mr*** was assessed charges for service between April 7, 2016, and May 6, Please note that the credit balance of $would be used toward subsequent billingT-Mobile records confirm that Mr***’s billing statement dated May 6, 2016, carried a total balance of $Please be advised that Mr*** was assessed $in current statement charges for monthly access, and applicable taxes and fees for service between May 7, 2016, and June 6, As Mr***’s account carried a credit balance of $5.25, his current statement balance was reduced to $and was due in full by May 27, Our records reflect that Mr*** remitted a $payment on May 12, T-Mobile records confirm that Mr***’s billing statement dated June 6, 2016, carried a total balance of $Please be advised that Mr*** was assessed charges for monthly access, and applicable taxes and fees for service between June 7, 2016, and July 6, Mr***’s current statement charges were due in full by June 27, T-Mobile records confirm that on June 9, 2016, Mr*** cancelled his account when he ported his mobile number to an alternate service providerMr***’s billing cycle ran from the 7th of one month to the 6th of the followingPursuant to T-Mobile policy, customers who cancel their account mid-cycle may be charged through the end of their current billing cycleAccordingly, Mr*** was charged through July 6, T-Mobile records confirm that Mr***’s final billing statement dated July 6, 2016, carried a total balance of $Please be advised that $was considered past dueMr*** was assessed $in current statement charges for applicable fees for service prior to July 7, Please note that Mr***’s past due amount was immediately due, and his current statement charges were due in full by July 27, It should be noted that after Mr***’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact him in an effort to resolve his account balanceAs T-Mobile’s internal collection efforts were unsuccessful, on October 2, 2016, Mr***’s account was referred to a third-party collection agency, Amsher Collection Services, Inc., for additional collection effortsIt is important to note that T-Mobile records do not indicate that Mr*** was offered a refund in the April timeframeIt is also important that T-Mobile considers Mr***’s outstanding account balance to be valid and owedHowever, in an effort to resolve Mr***’s billing concerns, on October 7, 2016, T-Mobile contacted Mr*** and absolved him of his outstanding balanceAdditionally, T-Mobile removed Mr***’s account from third-party collectionsPlease note that Mr*** accepted this as a resolution to his concernsPlease be advised that T-Mobile respectfully declines to provide Mr*** with any further compensation pertaining to 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, INCJason A*** Executive Response

Complaint: ***
I am rejecting this response because not only do I not owe T-Mobile any moneyBut, in fact, they owe me money for violating the Fair Debt Collections Practices Act and the Fair Credit Reporting Practices Act by reporting inaccurate information to the major credit bureaus that has negatively harmed my credit. Here are the facts, I wish to clarify:On July 9, 2013, I opened up a T-Mobile account.On July 13, 2013, I went into a T-Mobile store to explain that my iphone got stolen the night before and requested that they deactivate my phone (suspending services) until I recovered it.On July 20, 2013, I contacted T-Mobile informing them that I was unable to find my iPhone and asked them to cancel my services. I was told by T-Mobile that I would not be responsible for the charges since my iPhone was not in my possession and because I immediately notified them after it was stolen. In response to the complaint I filed with the Revdex.com, I received a phone call from Taylor from T-Mobile executive officerTaylor informed me that my iPhone was neither suspended when I went into the story on July 13, and nor permanently closed after my July 20, contact He informed me that T-Mobile continued, to keep my account open (against my wishes) until September 23, and billed me for three full billing cycles despite the fact that I used their services for only three days.Admitting T-Mobile's error in not suspending my on July 13, and not cancelling my services on July 20, as I requested, Taylor offered me a settlement of $68.71.I refused to pay even for the full first month that I did not even useSince T-Mobile did not comply with my requests to close my account and damaged my credit, I have submitted a lawsuit against them and their affiliated collection agency, Enhanced Resource Company, for violating the Fair Debt Collections Act and the Fair Credit Reporting Act.I urge T-Mobile to please cancel the alleged balance, stop incorrectly reporting negative marks to the major credit agencies, and please send me a confirmation letter once this matter is resolved.Failure to comply with this request, will result in a judge resolving this matter on our behalfThank you for your prompt action in this matter
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 meFor the record, TMobile's mailed prepay label did not actually arrive until after all previously described events had taken place, so there are definitely issues in their department that handles thatFurther, given that communication took place on the issue in early September, and a label was provided by email, and the package was acknowledged received by September 10th, they should not have deducted the amount which review of the item was pendingTMobile appears to agree with this, as they have provided compensation for the workflow issues on their sideI am glad that they are fixing their processes so that this won't happen to others in future
Sincerely, *** ***

February 21,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 15, 2017, regarding the above-referenced accountWe are glad to report to your office that upon speaking with Mr*** he confirmed that his concerns were resolved to his satisfaction
T-Mobile certainly regrets to hear that Mr***’s has questions about the Equipment Installment Plan (“EIP”) payoff payment made to his account and how that payment has impacted the account balancePlease note that when a customer initiates an EIP payoff and remits an additional payment toward their outstanding EIP, the payment is posted to the account immediately and impacts the outstanding balance at that time while the associated charge to close the EIP does not generate and post to the account balance until the end of the billing cycle
As such, if there is a balance owed for service at the time of EIP payoff payment, the payment will be applied to that open balance first before any residual is applied towards the EIPOur records reflect that Mr*** made a payment of $on January 19, 2017, that was intended to pay off his outstanding EIP for the LG GdeviceOur records confirm that at the time Mr*** remitted his EIP payment, there was a balance owed of $for the January 11, 2017, billing statementThe payment covered a partial amount of that balance and left the account reflecting a balance in the amount of $which our records confirm Mr*** paid on February 3, Then, when the billing cycle closed, the charge for the EIP payoff of the handset was pushed to the February 11, 2017, billing statement as a chargeBe assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Mr*** is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoff
On February 20, 2017, T-Mobile contacted Mr*** to discuss his concerns and the information mentioned aboveIn an effort to amicably resolve this matter, T-Mobile offered to issue a onetime bill credit in the amount of $to Ms***’s account bringing his account balance to $Mr***’s accepted T-Mobile’s offerMr***’s account remains active; it is currently subscribed to T-Mobile ONE all-inclusive rate plan, it reflects a balance in the amount of $and Mr***’s should expect for his future monthly service charges to be $
Please note that customers subscribed to a T-Mobile ONE rate plan that choose to enroll on AutoPay will receive a $monthly discount per line of serviceOur records confirm that at this time Mr***’s account is not enrolled on AutoPay, as such; if enroll he could reduce his monthly estimated charges by $T-Mobile appreciates the opportunity to assist Mr*** and we regret any inconvenience he 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 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

Complaint: ***
I am rejecting this response because: T-Mobile is a JOKE! I paid them the $with my account is true and then because the funds were Not available for them I called them the Next morning and I Paid them Over the Phone with me Credit card and they Still Charged it back to my account After they had received the money from my credit cardThen I also told them to Check the Tapes of who the person was that Authorized them to Put a Payment arrangement Added EXTRA onto the bill each month of $because it was NOT ME and I would have NEVER AGREED to add more money onto my bill each MonthI am a DISABLED SINGLE MOTHER on a FIXED INCOME and there is NO way I would ever do that to myselfT-Mobile has be so DISPPOINTING to say the Least Especially when they SPOKE SO HIGHLY of how they were going to take care of me when I first started with themThen there is something on my CREDIT RIGHT now from THEM pertaining to something called T-MOBILE FUEL UTILITES that I have no clue what that is because I have NO UTILITES with them at all or everSo T-Mobile hasn't done ANYTHING to resolve this issue after they have had the NERVE to turn my service off and still have the Nerve to Charge me for services that I'm Not usingIf they don't want to fix their MESS UP then I want them to LEAVE ME ALONE AND LEAVE MY CREDIT ALONE PERIODThey are a HUGE DISAPPOINTMENT as a rebuttal Company.
Sincerely,
*** ***

March 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 February 19, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfaction
T-Mobile regrets any concerns Mr*** experienced with regards to his final account balanceT-Mobile records confirm that Mr*** canceled his account on January 17, when he ported his mobile numbers to another service providerMr***’s billing cycle ran from the 11th of one month to the 10th 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, Mr*** was billed through February 10,
Although Mr*** has advised that he is more than willing to make payment toward the account for the past due balance of $239.52, in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for last two billing statements dated January 11, and February 11, which were for monthly recurring charges incurred from December 11, through February 10, Mr***’s account is closed with a zero balanceT-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
Lupe 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 me
I hope that they will do what they promise and I will be checking my May and June bill.
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, *** ***-***

June 17, 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 8, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced with activating a postpaid accountT-Mobile records confirm that Ms*** was subscribed to a no credit check account, which does not require a credit check or social security number to activatePlease be advised that activating a postpaid T-Mobile account requires a social security number and a credit checkA credit inquiry is generated as a part of the credit scoring process when T-Mobile runs credit on new applicationsAfter further investigation, T-Mobile found that Ms***s’ social security was placed on another customer’s account as a typing errorAs of June 16, 2016, T-Mobile has corrected this and Ms***’s credit was not affectedIn an effort to resolve this matter, Ms*** agreed to a credit check and we activated a postpaid account for Ms***sAlso, Ms*** agreed to purchase new phones and take advantage of our “Buy One Apple iPhone and get an Apple iPhone SE for free,” promotionMs*** accepted this as a resolutionT-Mobile regrets any inconvenience to Ms*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLigia M*** Executive Response

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,
*** *** Regarding T-Mobile's response, I have received a "temporary" credit to my bank account by BOA. They are investigating the claim and will not issue the release of those funds until the claim is resolved. Therefore, I do not know the status of the investigation by BOA and do not know if the credit will become permanent. I also deny that T-Mobile has attempted to contact me "numerous times" unless they are calling from an number, which I do not answer. If they would contact me from a number that shows up as "T-Mobile" I will answer that call. Regarding the pre-paid service, I had T-Mobile partial service (could not make out going calls at any time I had their service) for days. Since their technical staff, who I spoke to many times, could not figure out why I was unable to make outgoing calls and since I need to have use of my phone, I switched back to ***. Therefore, I did not have a working phone line. Thus the reason for my request of the refund. I assume T-Mobile needs to either contact my bank to agree to refund the $or let me know they are sending me the refund so I can update my bank on the status of the investigation. Thank you for your assistance with this matter. Best regards,*** ***

November 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 October 30, 2017, regarding the above-referenced account
T-Mobile regrets any continued concerns Mr*** has experiencedPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent interactions with our Executive Office
As detailed in our letter to your office dated October 27, 2017, T-Mobile records confirmed that on October 8, 2017, Mr*** contacted our Customer Care regarding concerns of damage to his Samsung Galaxy SPlus device used under mobile number ending in Further review confirms that on October 9, 2017, the JUMP!feature was added to mobile number ending in and Mr*** filed an insurance claim with Assurant Solution IncUnfortunately, the claim was denied as Mr*** did not have insurance at the time the device was damaged
After speaking With Mr*** on October 21, 2017, T-Mobile placed an order for a replacement Galaxy SPlus device, and billed the associated charges of $to his accountFurther, T-Mobile provided Mr*** return instructions of which to return his damaged handset before November 14, Upon T-Mobile’s receipt of the damaged handset, T-Mobile will issue a credit of $to offset the charges of the replacement orderT-Mobile regrets any inconvenience to Mr*** and we appreciate the opportunity to address his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ronnie A***
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 9, 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, on August 4, 2016, we spoke with *** ***, an authorized user of the account at which time we resolved the matter to Ms***’s satisfactionWe regret to hear of any concerns Ms*** has experienced regarding the Handset Exchange ProgramAccording to our records, on February 21, 2016, Ms*** purchased an iPhone 6S handset through our Equipment Installment Plan ("EIP") programBy purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramOn May 14, 2016, a replacement handset was ordered through the Handset Exchange Program for the mobile number ending in *** which was delivered to Ms*** on May 16, 2016, via UPS tracking number ***On July 31, 2016, a second replacement handset was ordered through the Handset Exchange Program for the mobile number ending in ***, which was delivered to Ms*** on August 2, 2016, via UPS tracking number ***Please be advised with Ms***’s handset purchase a set of Terms and Conditions including the Limited Warranty was provided which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Alternatively, Ms*** can replace her device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsHowever, in an effort to amicably resolve the matter, on August 4, 2016, upon speaking to Ms***, T-Mobile applied a courtesy credit in the amount of $towards Ms***’s account for the cost of a screen protectorAdditionally, at that time T-Mobile offered a day period in which Ms*** may return her iPhone 6S handset to my attention at the following address: T-Mobile USA, IncAttn: Brandon M*** c/o Executive Response Menaul BlvdNE Albuquerque, NM Upon receipt of Ms***’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $T-Mobile recommends that Ms*** request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms*** please include the handset, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetWe also ask that Ms*** disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms*** if the application is enabledPlease 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 Ms*** and the balance will then be considered valid and owedIt is important to note, Ms*** 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 offerT-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, INCBrandon M*** Executive Response

June 24, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 correspondencedated June 15, 2015, regarding the above-referenced account. Please note this is a duplicate to filenumber *** which T-Mobile responded to on June 17, 2015. T-Mobile records confirm that on March 21,2015, Ms*** ported in to T-Mobile the mobile number ending in *** andsubscribed to T-Mobile’s Simple Choice Value Talk, Text and Data rateplan for $per month on the above-referenced account. This rate plan provides Ms*** withunlimited talk, text, and internet with 4G speeds up to 1GB. The account has the JUMP! feature whichprovides customers all the coverage offered by our Premium Handset Protectionbundle (handset insurance and extended warranty), Mobile Security with Lookout,plus the benefit of traditheir current device financed through anEquipment Installment Plan (EIP) for a credit of the remaining EIP balance due,up to one-half of the original retail price of that device for $permonth. Also, the account has anadditional internet feature which provided Ms*** with up to unlimiteddata, 7GB of Hotspot and unlimited radio for $per month T-Mobile records indicate that on March 21, 2015, Ms*** qualifiedfor and took advantage of our EIP offering with the purchase of an iPhone 6Silver 64GB. EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments. Accordingly, Ms*** was asked to make a down payment in the amountof $including the equipment taxes and agree to a series of monthlyinstallments in the amount of $ All customers who choose to use the EIP option to pay for theirequipment are required to enter into a month financing agreement signed atthe time of the purchase. Although thismonth financing agreement is required and the installments are added to eachmonthly billing statement, customers may choose to pay off their EIP balance atany time by making incremental additional payments or a single payment for thetotal balance. Please note that anyadditional payments reduce the length of time it will take to pay the entirebalance, but will not reduce the amount of any future regular monthly EIPpayments. If a customer has an open EIP and the EIP is ended, any remaining openEIP balance on the account is accelerated and becomes due with the followingbilling statement. Regretfully, due to an inadvertent error, on March 22,2015, Ms***’s EIP was ended. Therefore,the remaining EIP balance of $was accelerated and posted to Ms***’sbilling statement dated March 25, 2015. We regret any inconvenience to Ms***. Nonetheless, on April 28, 2015, T-Mobilereopened Ms***’s EIP for the iPhone Silver 64GB. Please be advised that Ms***’s accountis billed in arrearsT-Mobile records indicate that Ms***’s billingstatement dated May 25, had a balance of $which includedoutstanding past due charges of $from the billing statement dated April25, 2015, monthly recurring charges, features, applicable taxes and fees billedfrom April 25, to May 24, 2015, EIP monthly installment and a $latefee. Please note that on May 26, 2015,payment of $was remitted to the account and on May 29, credit of$for the late fee was posted to the account leaving the account with aremaining balance of $ It is important thatif customers experience any difficulties with the service, that they provide CustomerCare details of the problem, including the date and time and the area(s) inwhich it occurred, including the major cross streets. Please note that this information is criticalto our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile canattempt to resolve the issue through network or equipment adjustments. We regret any inconvenience to Ms***regarding her data concerns. It isimportant to mention that should Ms*** continue to experience dataconcerns she may contact Customer Care at *** and request technicalcare assistance regarding Ms***’s data concerns. In an effort toamicably resolve this matter, on June 12, 2015, T-Mobile posted a one-timecourtesy credit of $as compensation to Ms***’s for anyinconvenience regarding this matter, bringing the account to a zerobalance. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. *** ***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 meI will return all phones to T-MobileI should not have any additional charges.Sincerely, *** ***

Complaint: ***
I am rejecting this response because:Ligia M*** informed me that I needed to take the router up to a T-Mobile store and upgrade one of my lines , I attempted to do that and was informed I can't take the router to the store and can't upgrade the line because it is a dollar hold on the accountI would like to be informed of which store to go to in order to get this taken care of, because the T-Mobile store is not either following the information provided to me or unaware of the procedure
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
I do not accept the complaint to be considered closed because the problem has not been solvedI have phone records, and emails I sent showing I have tried to contact T-Mobile several times to take care of this issue and every representative blew me offNo one respected my time, I even emailed the last representative Barbara times asking for a status update and as of today I have not heard back, so finally I reported the issue to Revdex.comAfter my report to Revdex.com I have talked to Sacny in the executive officer onceShe asked me to send in a copy of my final bill (which makes it the 3rd time I'm sending my bill to T-Mobile) to reviewNo further actions have been taken to resolve this issue.
Furthermore, I want to address the statement “it can take up to eight-weeks for the reimbursement to be approved and mailed to our customers.” I submitted my final bill to T-mobiles www.switch2t-mobile.com website, weeks passed without any emails or calls from T-Mobile about my refund or status updateI had to do all the research myselfUp until my report to Revdex.com T-Mobile has not been helpful, or forthcomingI have been dealing with this issue for a few months now and I have been bounced around from one representative to anotherThe best answer I have received to date is that it is being researched, but definitely is not resolved. Sincerely,*** ***

January 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 January 27, 2017, regarding the above-referenced account.
T-Mobile is delighted that Ms*** chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms***’s concerns with our Magenta Poand Traoffer and the status of her submission
From November 24, 2016, through December 21, 2016, T-Mobile presented our Magenta Poand Traoffer, where new T-Mobile customer could get $back in their pockets when they brought their phone number from another carrier to T-MobileWhen our customers completed a port in, trade in and purchased a phone or tablet through our Equipment Installment Plan (“EIP”), they were eligible for $prepaid MasterCardHowever, if our customer chose to keep their device but still port in from another carrier and signed up for the T-Mobile ONE plan or qualifying Simple Choice Unlimited plan they could receive a $bill credit for months per line
Our records reflect that Ms*** activated her account on December 16, 2016, and ported in from ***During the activation Ms***, did not complete a trade in and therefore qualified for our $bill credit offering for monthsWe apologize for the inconveniences this has caused Ms***
Although it is T-Mobile’s position that Ms*** was granted the offer she qualified for based on the eligibility guidelines, as a courtesy and to re-build her trust with us, we have issued a $prepaid MasterCard to her address on file, which should be received within ten business daysPlease note that on January 30, 2017, T-Mobile contacted Ms*** and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction
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
Christina S***
Executive Response

July 31, 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 15, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr*** has experienced with the JUMP! On Demand Program (“JOD”)T-Mobile introduced the JOD program to all eligible customers that wanted the freedom to upgrade to the newest handset whenever they wantedThis program offers upgrades per month rolling periodT-Mobile records indicate that on January 30, 2016, Mr*** qualified for and took advantage of our JOD offering with the leasing option of two Apple iPhone 6S Plus handsets and an Apple iPhone 6S handset. On June 23, 2017, Mr*** visited a retail location and elected to participate in a JOD upgrade for the two Apple iPhone 6S Plus handsets and the Apple iPhone 6S handsetHe successfully upgraded the two Apple iPhone 6S Plus handset to two Apple iPhone Plus handsetsHowever, at the time of the upgrade, the Apple iPhone 6S handset was found to have physical damage to the LCD screenIt is important to note that pursuant to T-Mobile’s terms and conditions of the JOD program, the handset must be in good condition with no physical or liquid damage to be eligible for a JOD upgradeShould customers choose to upgrade the damaged handset, they must remit a $damage fee to upgrade Alternatively, Mr*** may choose to utilize the Premium Handset Protection feature (“PHP”), to replace the damaged handset by placing an insurance claim with Assurant. Please note that a one-time deductible of $will be collected upon filing the claim. The replacement handset is then shipped and received the next business day at which point Mr*** could complete the JOD upgrade. On July 11, 2017, Mr*** was made aware of his options to participate in an upgrade for the Apple iPhone 6S handsetRegrettably, Mr*** refused both of the options that were available to remedy the situation Nevertheless, on July 22, 2017, T-Mobile advised Mr*** through email correspondence that as a one-time courtesy we would allow him to return the handset to our office at the address below: T-Mobile Executive Response Attn: Jhayd G*** Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Mr*** return the handset via a traceable carrier and request a tracking number when shipping. Upon receipt of the handset Mr*** will receive a credit of the remaining balance owed on the Apple iPhone 6S handset lease in the amount of $Regrettably, on July 22, 2017, Mr*** has declined the offer. Additionally, T-Mobile respectfully declines to provide additional compensation in regards to Mr***’s concernFurthermore, we have offered an extended period to return the handset for full credit in the amount of $until August 5, 2017. 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 844-213-ext***
Very truly yours, T-MOBILE USA, INC Jhayd G*** Executive Response