T-Mobile Usa Inc

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 am happy of the final result as T-Mobile has now made the corrections on their endjust to clarify though, when I initialy bought my phone it was supposed to be a new phone, even though the local store handed me a refurbished phonejust wanted to make that clarificationhowever I am now 100% satisfied how this has now been corrected(providing me with a new phone which is what I had paid for) THANK YOU SO MUCH T-Mobile.Sincerely, *** ***

April 12, 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 4, 2017, regarding the above-referenced account. T-Mobile regrets that Mr*** was not satisfied with our response to your officeOn April 10, 2017, T-Mobile worked with our Engineering team to identify enhancements in his areaUnfortunately, at the specific address provided we did not have any enhancements planned at this time but will have three new coverage sites planned for Madison, WI, later this year As Mr*** can imagine, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availabilityNevertheless, T-Mobile does offer Signal Booster’s at no additional cost to Mr***The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performanceIt is important to note that Signal Boosters are T-Mobile owned devices and if the services are cancelled, it must be returned Should Mr*** wish to take advantage of the Signal Booster, we ask that the primary holder, *** ***, contact T-Mobile Customer Care at 800-937-to order the device 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 27,
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, 2015, regarding the above-referenced account.
As stated in our previous response dated July 2, 2015, T-Mobile records indicate that on April 6, 2015, Ms*** activated service with the traof a handset from her previous service provider. Upon cancellation from Ms*** previous provider, she received a final bill totaling $for her remaining Equipment Installment Plan (EIP) balance. The maximum travalue of the Ms*** handset totaled $
Our records confirm that, at that time, Ms*** purchased an iPhone handset through our EIP program. Accordingly, Ms*** was required to make a down payment of $plus taxes on the full retail cost, and agreed to pay installments of $beginning on the first billing statement. At the time of Ms*** purchase, the above-referenced travalue was applied toward Ms*** down payment.
In order to honor T-Mobile’s current promotion a second payout was issued via prepaid MasterCard in the amount of $98.59. The second payout satisfies the final bill from the previous carrier in the amount of $415.59.
Furthermore, upon reviewing Ms*** Carrier Freedom submission, Tracking ID* *** T-Mobile has confirmed that Ms*** was provided with the above-referenced information at the time of her submission approval. Therefore, it is T-Mobile’s position that all credits and reimbursements have been correctly applied and we decline to take further action regarding this matter.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms*** on July 23, 2015, T-Mobile applied a $credit toward Ms*** EIP for the above-referenced iPhone 6. Pursuant to our conversation with Ms***, her concerns have been fully resolved. T-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 attention. Should you have any further questions, please feel free to contact me at the address below or *** *** ***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response

Complaint: ***I am rejecting this response because:this guy is a con artist liarfirst he did not contact me about this until just today at 11:30am, making one phone call which I missed because I was asleep in bedBut hour later, he files his response to the Revdex.com reporting making not one, but 'several' attempts to contact meThe phone number and contact methods he has record his contact attempts, so I attached a screen shot of my Google Voice, which is the only method he used to contact me, showing his phone number called me only one time over the course of the last month.Plus I see him lying that I never signed up for the extra lineIn fact I tried two ways: I attempted to use the website to add a line, but the website refused to allow me to add another line for free without switching my plan to another planThe website attempts to switch me to T-Mobile One, without letting my keep my planSo I was not able to sign up through the website; so I switched to T-Mobile Facebook chat, and I provided the screen shotsNote the dates and times of my requestsInitially I requested the add a line at 3:10AM, but no T-Mobile chat representative responded until 5:37am while I was asleepI thought she had signed me up, because I told the chat rep at 3:37am that I wanted signed upI asked a question about switching to the T-Mobile One plan, because the website had tried to switch me to that plan, and I didn't know if it was compatible for my free lines I already hadThe rep kindly responded that I could switch to T-Mobile One no problem and keep my free lines.I did not receive her messages till 5PM when I woke up, and I had numerous tech support issues to resolveFirst the tech support agents had my account all jacked up multiple ways, documented in the text messages I still possessI signed up for two free lines in November - on the 22nd, but the system never registered the lines were free, so I was billed several hundred dollars extra, at $80/month for the two lines all the way till this day the recurrent charges appear on my billMy bill has sky rocketed from $160, to $because of T-Mobile errorsThat's not the only reason for my bill sky rocketing: T-Mobile did a promo in November during thanks giving, for $LG V20's and Galaxy SEdge's, requiring nothing but a trade in of a Galaxy SI traded in my Galaxy S5's, and the $30/mo bill credits never arrived, so I was billed over $a month just for those between November and February, when tech support was finally able to credit my account but rather than do it in bill credits, they used a lump sumHad they used bill credits on a monthly basis, and had I received credits for my free lines of $80/month, my bill would have been $160ishBut because it was a lump sum, the system kept my payments on the remaining $200/per device at $30/month, keeping my bill at $430, even though I owe only a hundred dollars now per device, it was supposed to be spread over months of payments where I paid a few dollars and T-Mobile paid the restAdditionally T-Mobile offered me $200/per line I ported, but the $dollars per line never arrived, until the end of February after tech support also got that fixed.T-Mobile acknowledges they had basically *** up my whole account and made me jump through hoops for months to get all this fixed, and it still wasn't fixed entirely; but I did get the $200/per line port in, I did get the lump sum for the phones, and they claim that by the end of March my free line credits will finally kick inHere is the comment T-Mobile even made when I requested to add this new line to my account on the 4th: "I see where you've been through quite a bit just to get the resolution that you deserve."Anyway I posted two screen shotsI had no idea this women Stephanie who stepped in or the guy before didn't get my new line addedI swear I ordered it, that's why I told the customer service rep "yes" when they asked if they should sign me upI don't see anywhere in the chat messages them inform me they didn't sign me up, so I thought they got itI didn't become suspicious until Monday when no orders showed up and I checked the chat messagenormally the representative is able to set the order up and get it going right there, no questions asked, once you say yes you want to sign upShe didn't even engage me in communication that she requested more info, or was working on signing me up, like she had signed me up.I don't get itOn top of that, I have been blocked out of a My T-Mobile account which for months they haven't reset after weeks of talking to themAdditionally multiple errors were encountered on free Fandango movie tickets I was sent, in which the fandango website spit out repeated errors, in which I was denied multiple movie tickets I was owed for $/ each with my account, normally $I filed numerous complaints about it with T-Mobile, and given all the technical issues with my account, it seems just they give me the free line.T-Mobile's Facebook Chat support guys did say it was technically possible they give me the free line now after March 6th 2017, but refused to, because they said they didn't believe the mistake was on their end, when it was given the evidence I provided of the chat log I think it's obvious it was their mistake in not setting the line up when I did the order/inquery with them.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,
***

March 31,
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 23, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her T-Mobile account billingT-Mobile records confirm that on January 13, 2017, Ms*** agreed to a payment arrangement to pay two installments in the amount of $on January 20, and $on February 30, from her account number ending in ***On January 17, 2017, T-Mobile sent Ms*** a text message notification to her mobile number ending in *** that her scheduled payment of $from her account ending in *** was to be processed on January 20, On January 20, 2017, Ms***’s payment of $was rejected due to insufficient funds and the payment arrangement failedT-Mobile recommends that Ms*** process a free payment arrangement using her T-Mobile.com account or MyT-Mobile.com to avoid any discrepancies with her payment arrangements
On January 27, 2017, Ms***’s account was suspended for non-paymentOn January 28, 2017, T-Mobile restored Ms***’s account from suspension and placed a hold until February 1,
As of March 9, 2017, Ms***’s account is suspended for non-paymentMs*** has a balance of $581.83, which consists of her monthly access charges from November 20, through March 19, 2017, monthly Equipment Installment Plans (EIP), and applicable taxesThis amount is for four months of Ms***’s monthly recurring chargesOur records further indicate that T-Mobile applied a total of $for all of her restore from suspension fees plus applicable taxes during her last four months of serviceIt is T-Mobile’s position that Ms*** is being billed in accordance with her service and equipment
In an effort to amicably resolve this matter, on March 30, 2017, T-Mobile restored Ms***’s account from suspensionIn addition, T-Mobile offered Ms*** an Extended Payment Schedule (EPS), which will take her full balance of $and break it up into six installment charges of $for the next six months in addition to her monthly recurring chargesMs*** may contact me at the number provided below or email me at ***@T-Mobile.com by April 8, to accept this as a resolutionIf Ms*** chooses to remit payment, she may do so at MyT-Mobile.com, the MyT-Mobile app, or through our automated system by calling from her handset for the past due balance of $T-Mobile regrets any inconvenience to Ms*** regarding this matter
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
Ligia M***
Executive Response

October 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 30, 2016, regarding the above-referenced accountT-Mobile has attempted to reach Ms*** but unfortunately we have been unsuccessfulTherefore, we will attempt to address Ms***’s concerns via this responseWe regret any concerns Ms*** has experienced related to payment arrangement optionsAn Extended Payment Schedule (“EPS”) is a payment arrangement that allows a customer to pay their balance off in monthly installmentsThe creation and maintenance of an EPS can only be administered by T-Mobile’s Financial Care departmentAccording to our records, on September 29, 2016, T-Mobile assisted Ms*** by creating an EPS wherein Ms***’s balance of $will be billed in installments of $on her next five billing statementsMs***’s account remains active with a balance of $which is due on October 21, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer CarePlease be advised that, in Ms***’s correspondence to your agency, she confirmed that her concerns regarding the JUMP! On Demand leasing program and equipment return have been previously resolvedShould Ms*** wish to further discuss her concerns she may contact me directly at the number belowWe regret 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

December 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 December 20, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr***’s concern to his satisfactionT-Mobile regrets any concern to Mr*** in regards to his participation in T-Mobile’s Un-carrier iPhone Trade Up offerPlease be advised that from September 9, 2016, through September 25, 2016, T-Mobile offered customers who traded in a qualifying handset a free iPhone free after trade in credits and monthly Equipment Installment Plan (“EIP”) creditsEIP is a purchase option that T-Mobile offers customers to purchase equipment via equal monthly installmentsHowever, any orders from September 15, 2016, through September 25, required customer be subscribed to T-Mobile’s Un-carrier rate plan, T-Mobile ONET-Mobile records confirm that on September 9, 2016, Mr*** contacted T-Mobile Customer Care and placed an upgrade order for an Apple iPhone 32GB handset and an Apple iPhone Plus 128GB handsetOur records also confirm that Mr*** was trading in an Apple iPhone handset per order, which is a qualifying handset for the iPhone Trade Up offer, and would receive a $trade in credit towards the account per handset and would receive a EIP credit of $for months to provide a complete credit of $(equivalent to the MSRP of an Apple iPhone 32GB handset) and as Mr***’s account is not subscribed to T-Mobile ONE he regrettably does not meet the requirements for the iPhone Trade Up offerPlease note that on December 18, 2016, T-Mobile confirmed receipt of Mr***’s iPhone trade in that a prorated trade in credit of $was applied to the open EIP balance of his Apple iPhone 32GB installment plan leaving an EIP balance of $However, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile agreed to honor the iPhone Trade Up offer for Mr*** and credited the final EIP balance of the iPhone 32GB of $and transferred the difference of $over to the $credit that was applied to the iPhone Plus 128GB for a total credit of $Please note that the iPhone Plus had a total EIP balance of $which the credit of $cleared and left a remaining credit of $that was applied to Mr***’s account leaving a balance due of $by December 25, T-Mobile regrets any inconvenienceBased 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, INCOscar T*** Executive Response

Complaint: ***
I am still waiting on this to be reopened as this is not complete and I am still dealing with the situation, and the response from the business is a Lie, they are just trying to make themselves look good, he even told me on the phone that there was no information given when the phones were ported outplease Help me out, I am having a hard time getting this guy to answer my phone calls and emails let alone respond t me -- *** ***

Complaint: ***I am rejecting this response because: I am not understanding where is $ or $ 128.20 coming fromI last paid my bill on July 4,According to both my records and Tmobile's record, the last date the phone was used was Aug6,
MrA*** also mentioned that " there was usage up until the date of suspension due to non payment" That is not what the phone details is showing if I am understanding what he is talking aboutMy bill was a monthly $I repeat, the phone was never used after Aug6,To charge me for services that I did not use does feels unfair to me
I did gave MrA*** a call back, but he was not around, which tells me, that as I am busy ( full time job and with two kids with disabilities) He is busy as well, that I understandI did tried to settle this matter over the phone with the "Customer Service?"
in the past but I was transferred from one person to the other many, many times, I hope that MrA*** understands my frustrations as well
That is why I have found that Electronic mailing should be utilized in settling this matter , I don't understand the calling and waiting and being transferred to multiple personnel which ending still in an unresolved issues hours later
Sincerely,** *** ***

Complaint: ***
I am rejecting this response because:The options provided by this business, don't resolve this issue at all. I don't want to use my jump, because that will make me owe on the new phone. Therefore I'll be stuck with Tmobile for the time of the new phone pay off. If I trade my phone in, and get a new one, there will be a new ballance on my account. I don't have enough faith in this company to be locked in for another year or twoThe option to bring my phone in and have them close my account isn't a reasonable offer either. I owe less that $on my current device. The value of that device exceeds 170, so I'll be loosing money if I go this route.3. Take the phone in and have them give me another refurbished phone doesn't work either. Again, my faith in this company has been compromised. I've done this three times already, and the devices they provide their customers with are in poor working conditions. When I brought this up to the customer service rep over the phone, she stated that they provide the phones, they can't promise it will work properly. That seems like the lack of effort on their part to insure costomer satisfactionI think it's intersting that Carlos didn't see it important to note that I told him the manager at my local store told me that after exchanges the company HAS to provide me with a new device. When I spoke to Carlos, he said there is no such policy. I'm not sure which one of them isn't telling the truth. However, when I'm told something by a representative of your company, it's up to them to stand by their word. If the rep told me wrong information, they should handle it with him, but do as I was told, other wise they would be lying to me. I provided Carlos with the location and the information about the manager, he said he will look into it, and I have yet to hear from him. The constant lying and promises are unacceptable. This is the second instance of that happening, and at this point, it's becoming sickening.
Sincerely,
*** ***

April 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 6, 2017, regarding the above-referenced account. T-Mobile regrets that Ms*** still has concerns the refund from April 4, 2017. T-Mobile also regrets that we have been unable to reach Ms***. On April 4, 2017, T-Mobile approved a refund in the amount of $that was refunded back to her MasterCard ending in ***. The refund confirmation number is ***. Please note that the refunds may take up to three business days to be available from a customer’s financial institution. If Ms*** has not received the $refund as of April 10, 2017, she should contact her financial institution. In addition, if Ms*** has not yet received the refund, she may contact me on my number below and we can investigate this further for her Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

December 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 December 3, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we resolved Mr***’s concerns to his satisfaction
T-Mobile regrets that Mr*** had concerns regarding the amounts of his billing statements and data speeds. Mr*** has two lines of service and subscribes to our T-Mobile ONE Family Plan for $per month. Mr***’s mobile number ending in *** subscribes to the optional Napster UnRadio feature for $per month, Name ID for $per month and Premium Handset Protection (“PHP”) for $per month. Mr***’s mobile number ending in *** does not subscribe to additional features. Mr*** would receive a $per line monthly discount if he activates AutoPay. Mr*** also has two open JUMP! On Demand leases and five open Equipment Installment Plans (“EIP”) with the following equipment and accessories: LG Khandset, Apple Watch 42MM S Grey, iPhone 6S Plus Otterbox Defender case, LG P + Folio Case, LG Tone Pro Black, LG Vhandset on lease, Samsung Galaxy SEDGE Plus ZAGG Invisible Shield, Samsung Premium S Wireless Charging Pad, Samsung Galaxy SEDGE Plus TEVO Wallet, Beats Powerbeats 2, iPhone Plus Rose Gold GB handset on lease, JBL Clip Wireless Speak Bluetooth Headset, LG G Stylo BG Satin Case and a TM Micro USB Cable. Mr***’s equipment installments are $per month. Mr***’s monthly billing statement totals $per month prior to additional usage charges, extended payment arrangement installments, fees and taxes.
On December 6, 2016, T-Mobile issued a credit in the amount of $to Mr***’s account for the past due balance and he agreed to pay this balance over eight monthly installments in the amount of $75.38, which will be billed in addition to his monthly charges and equipment installment installments. Mr*** accepted this option on December 6, 2016.
When T-Mobile spoke with Mr*** on December 6, 2016, we offered to complete troubleshooting regarding his data speed concerns although he stated at that time that his services were working without issue and that troubleshooting would not be required. If Mr*** experiences any concerns with data speeds, he may contact us from an alternate number at 800-937-to request assistance
T-Mobile appreciates Mr***’s business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

I was Contacted by tmobile who apologized for the situationSaid they would be doing an internal investigation about the matter but couldn't discuss details with meThey also offered a $credit toward my bill I accepted the $creditI accepted the apology

September 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** & *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced accounts. T-Mobile is delighted that Mr*** chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr***’s concerns with our Carrier Freedom program and the status of his submissionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care. T-Mobile records confirm that on July 1, 2017, Mr*** applied for service and the account ending in was opened at that time. Our records indicate there was no usage or activity on this account and therefore the account was closed on August 25, T-Mobile records indicate that on August 25, 2017, Mr*** activated his account ending in ***, and subscribed to the T-Mobile ONE rate plan, which for $per month, provides one voice line of service with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability. It is important to note that T-Mobile records indicate that Mr*** has not submitted the necessary documents to be reimbursed for the Carrier Freedom program. Additionally, T-Mobile records do not indicate Mr*** was advised at any time that T-Mobile would take care of the submission of the documents as they are required to be provided by the customer. As Mr*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer. These promotions, collectively known as Carrier Freedom, have been overwhelmingly successful. As can be expected, there are several eligibility requirements for the Carrier Freedom program of which some of these requirements were met and others were not. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a 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 balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. Our records reflect that Mr*** is on a qualifying rate plan, and purchased a handset from T-Mobile to be eligible for the Carrier Freedom program; however, Mr*** did not traa handset and has not submitted a final bill indicating the accelerated equipment balance. Therefore, pursuant to the Terms and Conditions of Carrier Freedom, Mr*** is not eligible for reimbursement at this time. Nevertheless, as Mr*** is within the Carrier Freedom allotted timeframe to take advantage of the program, T-Mobile offered to allow him to trade in a handset and provide a detailed bill indicating the accelerated equipment balance from his previous carrier for proper reimbursement. Mr*** may traa device at any retail location or via the www.T-Mobile.com website. Additionally, Mr*** may submit the necessary documents at www.switch2t-mobile.com to receive Carrier Freedom reimbursement. Should Mr*** have any questions regarding his account or the information provided above, he may contact me at the number listed below. T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Carlos T*** Executive Response

July 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 July 10, 2015, regarding the above-referenced accountAs previously indicated on our correspondence to your office dated May 28, 2015, on May 17, 2015, pursuant to Ms***’ request, T-Mobile removed the JUMP!insurance feature from the mobile number ending in ***In addition, a credit totaling $was issued for the prorated charges billed for the featurePlease be advised that when a customer subscribes to the JUMP!insurance feature, an information kit will be sent to them automaticallyPlease note that our records confirm that mobile number ending in *** is not subscribed to the JUMP!insurance featureT-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 *** *** *** Very truly yours, T-MOBILE USA, INCMaggie R*** Executive Response

Complaint: ***
I am rejecting this response because:The customer servilack therof-has not been addressedI have tried times to return messagesfrom TmobileThey take days to retuning calls and always do so during work hours when I am unable to properly addread the situationMy handset is still not propel functioning and after the hours I have spent on their help line, in their storespective and trying to chase people in their corporate offices, I am more frustrated than when I filed my initial complaintI would sincerely advise anyone against doing business with this company based on the lack of customer service alone.
Sincerely,
*** ***

March 22,
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 10, 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 concerns within this letter
We regret Ms***’s concerns regarding her equipment charges and @Home serviceT-Mobile records indicate that on July 16, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Khandset and three accessories
Ms*** agreed to pay the taxes on the full retail price of the device and accessories and agreed to a series of monthly installments in the amount of $for the equipmentPlease note that between July 22, 2016, and August 31, 2016, T-Mobile offered eligible customers the opportunity to purchase an LG Kfor free after monthly bill creditsThis promotion is referred to as our Summer Smartphone On Us offerUnfortunately, Ms***’s purchase was made prior to the promotional period for this offerAs such, it is T-Mobile’s position Ms*** does not qualify for this offer and therefore her monthly EIP installments for the LG Kare being billed to her account correctly
Starting January 31, 2017, T-Mobile began notifying customers via mail who utilize our @Home service, which allows customers the ability to make calls via an internet connection on a separate phone line, that T-Mobile was making changes to our phone routing services to offer better call quality and more reliable serviceAs a result, on or after March 31, 2017, T-Mobile will no longer offer the @Home platformTo avoid disruption to customer’s services however, T-Mobile offered these customers including Ms*** the ability to obtain LineLink, which offers the same benefits enjoyed with @Home via a voice-ovadapterTo take advantage of obtaining LineLink, Ms*** may contact Customer Care to process an order for LineLink equipmentAs a courtesy to our @Home customers, Ms*** is eligible to receive LineLink equipment free of charge for a limited time
Upon review of Ms***’s account, on February 27, 2017, T-Mobile records confirm Ms*** ported her number ending in to another carrierPlease be advised however as the @Home line ending in and a newly activated line ending in *** remain active on Ms***’s account, Ms***’s above-referenced account remains active and will continue to incur monthly service charges and EIP installments charges
T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matterT-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
Kimo 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 meThank you!!Sincerely, *** ***

December 6,
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 November 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that the account holder of records is *** ***, and that he has designated *** *** as an authorized user of the account
T-Mobile regrets any negative experience Ms*** had at our retail locationPlease 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 Ms*** recent visit to our location
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
William B*** Executive Response