T-Mobile Usa Inc

Complaint: ***
I am rejecting this response because: when I chose T-Mobile to be my provider, I was sold a plan that allowed unlimited data roaming in both Canada and the USA I had been on the plan for a while, and T-Mobile encouraged me to add my children for a family planI explained my kids' situation, being that they attended school in Canada and came home on the holidaysI was advised by the sales associate at the store, that as long as my kids were in the USA at least once in a month period, the plan would work for themSlowly I signed my kids to my planThey have been on this plan now for years, never having any issues until now I was mislead by the sales associate and T-Mobile and feel cheatedAgain this plan has worked for all of us until nowWe have never had any warnings of cancellations for the years we were using this plan until recentlyI was sold on a plan that would allow for unlimited international roaming and that plan worked for us for years until now Now, two of my kids plans have been cut offI signed up for a plan that did not deliver on what was promised I feel cheated and misleadI am not happyprovided unlimited data roaming within noth Canada and the USA The sales associate many months later, convinced me to add family members I was very upfront on my kids' situation, that all four attend school in Canada and come home for holidays, home being ArizonaI was assured that as long as my kids register on a US tower at least once in a month period, then the plan would work for themI had this plan almost a year before I gradually signed up my kidsMy kids have been on this plan for years, and it was only now that we receive a text advising us of the cancellation due to excess roaming in CanadaAgain, I was sold a plan that I was encouraged to have my children under, and was assured the plan would benefit my kids knowing they were full time students in Canada, returning home to Arizona on holidaysMy kids were with me when the sales associate in the store say, that as long as my kids are registered on a US network at least once In a month period, there would be no issuesI am not happy with their response and of my kids accounts are now cut off I feel I have been mislead, and taken advantage ofI have had this plan for years now, as have my kids, and it was working well until now There is absolutely no way it took TMobile years to figure out we were using too much international roaming until nowI feel cheated
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***The statement is true that I have informed T-Mobile that I decided not to pursue this matter anymore.Sincerely, *** ***

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

June 15,
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 June 2, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Mr*** encountered regarding her account billingOur records confirm that Mr***’s had initiated a JUMP! On Demand lease agreement with an Apple iPhone 6s deviceJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsAt the end of the lease period, the leased handset must be returned to a retail location to avoid being assessed the handset’s purchase options price
T-Mobile records indicate that on April 3, 2017, Mr*** returned his iPhone 6S 16GB handset after the lease term ended at a T-Mobile retail storeUpon returning the handset, the lease was closed and the device was no longer being billed on the account
However, on April 3, 2017, due to an inadvertent error, an iPhone 32GB was placed on an Equipment Installment Plan (“EIP”) for the mobile number ending in If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementAs such, when the account was canceled on April 3, 2017, the remaining EIP balance of $was accelerated and posted to the final billing statement
Upon receipt of Mr***’ correspondence and review of his account, T-Mobile issued a credit in the amount of $towards the accountAs of the date of this letter the balance on the account reflects a zero balanceT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Abigail ***-R*** Executive Response

August 3,
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 July 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr*** ***, and that he has designated Ms*** *** as an authorized user of the account
T-Mobile regrets any concerns that Mr*** may have experienced in regards to our Carrier Freedom program and appreciates the opportunity to respondT-Mobile is delighted that Mr*** chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier familyAs Mr*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerPlease note that the reimbursement is paid in two separate payments with the first being a traamount and the second towards the prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balancePlease note that T-Mobile does not reimburse for services rendered by the prior carrier
T-Mobile records indicate that on March 24, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) of*g with the purchase of an Apple iPhone 32GBMr*** remitted a down payment of $and agreed to 24-monthly installments in the amount of $At the time of purchase, Mr*** elected to trade in an Apple iPhone Plus which, upon receipt, would result in a trade in credit of $Please note that at this time T-Mobile has not received the trahandset
As Mr*** has met all of the qualifications for this promotion with the exception of the trahandset being received, he was approved to be reimbursed a total amount of $As such, on July 12, 2017, a refund was issued in the amount of $via a pre-paid card to the address of recordT-Mobile records confirm that on July 20, 2017, Mr*** was offered a total credit of $should he meet the full terms of the program
It is important to note that as Mr*** still retains possession of the Apple iPhone Plus, the tracredit has not yet been applied
In an effort to amicably resolve Mr***’s concerns, upon speaking with him on August 1, 2017, T-Mobile will allow Mr*** to return the handset and receive a tracredit of $as originally quotedThe return address is listed below and the handset must be returned by August 17, In addition, a one-time courtesy credit of $was issued to his account, resulting in an updated balance of $which is due on August 7, T-Mobile regrets any inconvenience to Mr***
T-Mobile USA Inc
Attention: Carlos T***
Menaul BlvdNE
Albuquerque, NM
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

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,*** ***

Complaint: ***
I am rejecting this response because:there were several credits made to my account and only because of my persistence in callingThis company is filled with many different people who all say different thingsBecause of this disorganization I was backed up in my paying theThe billsThe only reason my device was located is because I kept callingYou had peopleon your team who would say they would call me back and never didThen they went ahead And stated that some things were being researched until April 11th and that my service would not be interruptedOn April 3rd I woke up to interrupted service and obligated to pay dollars because "the system" would not allow my service to be turned on, when the entire backup was because of the incompetsnce of this teamThe dates given are off and this company needs to re-evaluate who they hire
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, *** ***-***

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

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:They claim I am not the user of the account which is a lie. It was my account set up online, my phone #, and my plan. The entire account is in my name so how do they figure I am a third party I don't see how the account was not mine. I even had a pin# to the account set up by me. It was a credit card that belonged to my ex wife that was used to pay MY account but it was not her account. This is an example of how T-Mobile has people working for them that have no idea on what they are doing which is why I left them in the first place. If T-mobile needs to see my account it should still be active for another days as they refused to credit the card in question.
Sincerely,
*** ***

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,
*** ***

April 5,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account
T-Mobile is delighted that Ms*** chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms***’s concerns with our Carrier Freedom promotion and the status of her submissionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesNaturally, several requirements must be met in order to be approved for this offer
Our records reflect that Mr*** received a tracredit of $at the time of activation and, based on the amount owed to his prior carrier and approval of his reimbursement request, he was sent a prepaid card in the amount of $for the balance of the equipment charged by his prior carrierT-Mobile regrets if this was not explained in full detail 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
Zachary S*** Executive Response

February 26,
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 13, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter
We regret any coverage issues Mr*** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that on June 19, 2015, that Mr*** financed an iPhone under our Equipment Installment Plan (“EIP”). At that time, Mr*** was required to make a down payment of $294.00. When Mr*** contacted our Customer Care team on January 6, 2016, there was a remaining balance owed on this device of $252.11. At that time T-Mobile credited the remaining balance owed as a gesture of goodwill based on his concerns and also allowed Mr*** to retain the device. Additionally, on January 6, 2016, we ordered a replacement device, an iPhone 6S, for Mr*** which also required a $down payment on a new EIP. This down payment was billed to the account as an additional courtesy as per our policy, down payments are required to be made at the time of purchase.
The current balance on the account is $which includes the $down payment billed to the account for Mr***’s new device as well as monthly services charges and applicable taxes
Please note that in an effort to amicably resolve this matter, while outside of the return period, if Mr*** is dissatisfied with our service and would like to return the iPhone 6S, he may return the device to the following address by March 26, 2016:
*** *** *** *** *** *** *** *** *** ** *** ** ***
Upon receipt of the device, we will credit the $down payment billed to the account and close and credit the associated EIP. Furthermore, we would extend an additional courtesy to Mr*** if he returns the device of refunding the $down payment made on the original device purchased which T-Mobile has allowed him to keep without paying the remaining balance owed. This would be issued as a prepaid MasterCard which would be produced and mailed by Citibank in approximately 10-days from receipt of the device. If Mr*** would prefer this amount be credited to the remaining balance on the account, he may contact me directly at the number below to make this request
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
David T***
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
As per T-Mobile's response, I would like to make clear is that I did not submit my *** my closing/ending Statement to T-Mobile as stated on October 28, 2015, I provided/mailed that documentation on August 13,
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 meI will return all phones to T-MobileI should not have any additional charges.Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that part of this resolution is satisfactory to meWe appreciate the issue of the $left to pay for the phone being resolved and credited to our account when the phone is received in the mail by T-MobileThe only other thing we ask is to not have to pay for service for the days that our phone was brokenOur payment for this pay period (August - September 20) is due September 13, 2015, for a total of $The phone broke August 29, 2015, yet we have to pay for the whole month of serviceFor this pay period, we only had a working phone for one week (August - August 29) and feel we should only have to pay for that week of service instead of the whole monthAnd we have to leave the account open until the company receives the broken phone and adds credit to the account for the $so that we can finally cancel the service.We brought this issue to the attention of the T-Mobile employee who is helping us (Alberto) and he said we have to pay for all the days until the service is cancelledI feel it is not fair to have to pay for service we didn't use for a broken phoneIf T-Mobile only charges for the one week of this billing cycle that the phone actually worked, then the resolution will be completely satisfactory.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
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,*** ***

April 27,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 18, 2017, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessful
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Mr*** is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to provide any details regarding the account
However, T-Mobile would like the opportunity to speak with Mr*** and work toward an amicable resolutionThe account holder of record may add MrAdbulla to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, the account holder may then have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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
Chris 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 August 28, 2017, regarding the above-referenced account. T-Mobile regrets any difficulties Ms*** has experienced with her monthly billing as well as equipment. T-Mobile records confirm that Ms***’s account has four active voice lines that are currently subscribed to the $Simple Choice Family Unlimited Talk and Text rate plan for four lines of service that includes 4GB of data at no additional charged until February 28, 2019, then will decrease to 2.5GB for the lines ending *** *** *** *** Please note that optional data features providing increased allotments of high speed data may be added for an additional cost, which Ms*** added the $Simple Choice Unlimited Data with 5GB SMHS on the line ending in ***. Ms***’s is also subscribed to the $Premium Handset Protection for the line ending in *** as well as a JUMP On Demand (“JOD”) lease agreement for an Apple iPhone 32GB device at a monthly cost of $Ms***’s estimated monthly recurring charges with equipment and applicable taxes are expected to be around $ T-Mobile is always working to improve its coverage, and we regret any service issues that Ms*** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms***’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. T-Mobile records further indicate that on July 31, 2017, Ms*** contacted Customer Care stating that she wished to upgrade to a new handset for the line ending in *** as the Samsung Galaxy 16GB handset had a physical damage. T-Mobile records reflect that Ms*** purchased the Samsung Galaxy S16GB handset on May 2, 2014. Please be advised 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. Under 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 damageIt is important to note that the Ms*** was not subscribed to T-Mobile’s Premium Handset Protection (“PHP”) for the line ending in *** which would have provided extended warranty and PHP for her handset being used on the line ending in ***. T-Mobile has determined that Ms*** was provided correct information regarding the Terms and Conditions for replacement of her damaged device Upon review of Ms*** T-Mobile account, Ms*** has carried a past due balance as far back as April 7, 2017. Ms*** was assessed late fees and restore fees in addition to her monthly recurring charges as payment for the previous billing cycle was not received by the due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls on August 3, 2017. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms*** contacted Customer Care on August 3, 2017, Customer Care restored the service in effort to work with Ms*** until she was able to make a paymentAs the account was reactivated, the account was assessed a $restore from suspension fee for per line T-Mobile records indicate that on August 1, 2017, T-Mobile sent an Alcatel Go Flip device for the line ending in ***. T-Mobile spoke with Ms*** on August 30, 2017, and confirmed this device has since been sent back to T-Mobile In an effort to amicably resolve this matter T-Mobile has applied a credit in the amount of $to bring Ms***’s account current and to zero balanceThe next bill is set to generate on September 7, 2017, with a due date of September 28, 2017. In addition T-Mobile has ordered a new Alcatel Go Flip for the line ending in *** at no additional cost to Ms***. T-Mobile has confirmed with Ms*** as s satisfactory resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Amor M*** Executive Response