T-Mobile Usa Inc

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated January 27, regarding the above-referenced file number.We regret any inconvenience regarding *** ***’s above file numberIn May 2017, T-Mobile confirmed the migration of Walmart Family Mobile accounts from T-Mobile to TracFone. T-Mobile no longer has access to view Walmart Family Mobile account recordsShould *** *** have any account related questions, we respectfully request he contact TracFone at 1-877-440-9758.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.Rochelle M***Executive Response

March 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 4, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made attempts to contact Mr***, which have proven unsuccessful therefore we will make every effort to address his concerns within this letter
T-Mobile regrets any concerns Mr*** experienced regarding our promotionsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care
From November 18, through November 22, 2016, T-Mobile ran a promotion that offered customers who activated two additional lines of service on select rate plans, an additional two lines for freeCustomers must currently have two voice lines in order to get the two additional lines freeCustomers are charged the additional line charge per month and will receive an automatic monthly bill credit for the same amount making them freeCustomers must maintain their account in good standing with no interruption in service for non-payment in order to receive the monthly bill creditsPlease note it can take up to two billing cycles for customers to start receiving the promotional monthly bill credits
T-Mobile records indicate on November 20, 2016, Mr*** activated his T-Mobile account and subscribes to our T-Mobile ONE family rate plan for $per month for the first two lines of service with each additional line being $per monthMr*** also activated a Mobile Internet line on our T-Mobile ONE Tablet rate plan for $per monthAs Mr*** had active voice lines, he receives a discount on the Mobile Internet lineMr***’s account is billed by a system known as “bill current”This means that Mr***’s regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that serviceMr***’s billing cycle ran from the 21st of the month through the 20th of the next month
Please be advised customers who are enrolled in AutoPay receive additional discounts on their T-Mobile ONE rate plans while they remain enrolled in AutoPayAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerT-Mobile confirms Mr*** enrolled in AutoPay upon activation
T-Mobile currently offers a traprogram and customers may be eligible to trade in their device for credit towards a new equipment purchasePlease be advised, in most retail stores, a representative can evaluate a customer’s traand provide customers with a quote and credit instantlyThe representative will evaluate the customer’s device for qualificationIf customers agree to the terms, they will be able to hand in their old device and receive credit toward a new one on the spotT-Mobile records indicate Mr*** traded in three devices; two Motorola Droid Mini devices and a Motorola Droid Maxx deviceT-Mobile confirms we discussed a trade in of a Samsung Galaxy Jdevice, but Mr*** indicated he would like to keep this deviceMr*** received an instant trade in credit in the amount of $for the Motorola Droid Maxx device and a tracredit offer in the amount of $each for the two Motorola Droid Mini devices to the T-Mobile accountPlease note T-Mobile cannot return a device once the trahas processed
Upon activation, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Stylo Plus device for his line ending in *** and an LG Kdevice for his line ending in ***The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceOn December 21, 2016, Mr*** purchased on EIP two LG Stylo Plus devices for his lines ending in *** and ***
Please be advised, telecommunications service is taxed according to what is mandated by the customer’s Local, State, and Federal GovernmentsThis is determined by the address provided on the account, the mobile numbers assigned region, or the primary place of service useOn the shared Family plans, some taxes are calculated at the account level due to the rate plan; while others are billed at the number level, because each number is considered a separate access line and they can incur individual charges, such as international long distance fees or text messaging charges
T-Mobile confirms that Mr*** is being charged taxes based upon the demographic information provided at the time of activationT-Mobile offers a T-Mobile ONE plan with taxes included; however, Mr***’s account is set up through our T-Mobile ONE plan with taxes excluded and we regret any confusion on this matter
Mr***’s November 21, 2016, monthly billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from November 21, through December 20, On December 12, 2016, Mr*** received a credit in the amount of $for a tracredit and regret it wasn’t the $he was expectingOn December 14, 2016, Mr*** received a credit in the amount of $as part of the free additional line promotionThese credits brought the balanced to $On December 20, 2016, the AutoPay feature was removed causing Mr*** to no longer receive the AutoPay discount outlined above
The December 21, 2016, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 21, through January 20, On December 22, 2016, T-Mobile received a payment in the amount of $bringing the balance to $Please note this is the only payment T-Mobile has received and our records do not indicate we advised Mr*** to not make additional paymentsOn January 3, 2017, Mr*** activated an additional voice line of serviceOn January 20, 2017, Mr*** cancelled his Mobile Internet line
Mr***’s January 22, monthly billing statement included promotional bill credits in the amount of $These credits brought the unpaid balance to $The January 22, monthly billing statement included new charges in the amount of $for monthly access charges, monthly equipment charges, and fees and taxes for the billing period from January 21, through February 20, bringing the total amount owed to $
As Mr***’s account was past due, the free line promotion was not honored on the most recent monthly billing statementMr***’s account was partially suspended February 21, Mr***’s February 21, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for monthly access charges, monthly equipment charges, and fees and taxes for the billing period from February 21, through March 20,
Please be advised T-Mobile does not have record we discussed a $credit for the device trade-ins since activationT-Mobile would like the opportunity to speak with Mr*** regarding the account concerns and to gather more information on the $credit requestT-Mobile has suspended collection activity on the account through March 29, 2017, after which time the account would resume regular collection activity and any outstanding balance left unpaid may result in interruption of service or account cancellationT-Mobile requests Mr*** contact me at the number below no later than March 29, to discuss his concernsT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G*** Executive Response

Complaint: ***
I am rejecting this response because: I have yet to see the $credit on my bill Once I see that I will accept the response but I have been told too many times that the credit will be there and it hasn't appeared I was told it would show on my next statement, once I actually see it I am fine with closing this case The $credit did show Thank you for your assistance as I got a call the next day after filing this claim
Sincerely,
*** ***

March 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 5, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
T-Mobile records reflect that Mr*** purchased an iPhone 5C handset on February 1, 2015. 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 ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Additionally, customers are offered the option of adding our Premium Handset Protection (“PHP”) feature offered by Assurant Solutions, Inc(“Assurant”). This feature, in addition to adding insurance benefits in the event of loss, theft or damage, also extends the warranty for the life of the device in the event of mechanical failure. T-Mobile records do not reflect that Mr*** subscribed to PHP on the account. As such, when the Limited Warranty provided by the manufacturer of the device expired on February 1, 2016, Mr*** had no benefit to replace the device
However, in an effort to amicably resolve the matter, on March 8, T-Mobile agreed to exchange the device from our own inventory with a Certified Pre-Owned device of the same model as a gesture of goodwill. This is contingent upon Mr*** returning the defective device within days to the following address:
T-Mobile USA, Inc
Attn: David T***
*** *** *** **
Albuquerque, NM
Additionally, T-Mobile has issued a bill credit to the account for $to compensate for return shipping costs as a further courtesy to Mr***. We regret any inconvenience Mr*** may have experienced as a result of 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 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

May 9,
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 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced regarding rate plan promotions and equipment chargesFrom September 8, 2016, through December 6, 2016, T-Mobile offered a fourth line free through monthly bill credits when subscribed to our T-Mobile ONE rate planIn order to qualify for this offer, customers must be enrolled in AutoPayAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers will be billed the fourth line and receive monthly bill credits equivalent to the fourth line charge making it freePlease be advised customers who are enrolled in AutoPay receive additional discounts on their T-Mobile ONE rate plans, even if they did not take advantage of the above referenced promotion
On November 1, 2016, Ms*** activated her T-Mobile account with four lines of service ending in *** *** *** *** *** and subscribed to our T-Mobile ONE family rate plan for $per month for the first two lines with each additional line being $per monthMs*** also enrolled in AutoPay and was receiving the fourth line free promotional monthly bill credits
Upon activation, Ms*** purchased a Samsung Galaxy SEdge device on our Equipment Installment Plan (“EIP”) agreement for the line ending in Additionally, Ms*** purchased two LG Stylo Plus devices on EIP for the lines ending in and ***Finally, Ms*** initiated a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy SEdge device for the line ending in ***JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost
On February 18, 2017, Ms***’s rate plan was changed to our T-Mobile ONE family rate plan for $per month for the first five lines of service with each additional line being $per monthPlease note, due to the rate plan change, Ms*** stopped receiving the fourth line free promotional monthly bill credits
Review of the account confirms that on March 15, 2017, a JOD lease was initiated for an Apple iPhone 6s device for the line ending in Additionally, on March 19, 2017, a Samsung Galaxy SEdge device was purchased on EIP for the line ending in ***
It is important to note that on April 14, 2017, Ms*** activated a new line of service ending in ***That same day, Ms*** purchased a Samsung Galaxy SEdge device on EIP for the line ending in ***Additionally, Ms*** requested to transfer her lines ending in *** and *** to a new customer through a Change of Responsibility (“COR”)A COR is the process by which a mobile number or numbers move from the account of one person to the account of another personAs requested, the lines ending in *** and *** were moved from Ms***’s account to a new T-Mobile account per her request
T-Mobile customers may be eligible to transfer an active EIP balance to another account during the COR processIt is important to note the EIP must be associated with the line transferring to the new customerAdditionally, should the new customer wish to purchase a device the same day the COR is processed, the new EIP agreement must be performed after the COR process is completeJOD lease agreement cannot transfer to a new customer through the COR process
As the line ending in *** was not associated with any of the above referenced Apple or Samsung devices, the equipment was not eligible to transfer, with this line, through a CORLikewise, as the EIP for the Samsung Galaxy SEdge device was not associated with the line ending in ***, this device was not eligible to transfer to the new customer through a COR
In Ms***’s correspondence to your office, she indicated that her line of service ends in ***However, T-Mobile record do not indicate this line was transferred to the new account as it is still active under the above referenced account numberT-Mobile regrets any confusion to Ms*** on this matter
Please be advised, Ms*** now has four lines of service on her account and her monthly access charges will be in the amount of $per month while she remains enrolled in AutoPayPlease note this amount does not include Ms***’s monthly equipment charges
Pursuant to a conversation with Ms*** on May 1, 2017, we offered to accept the return of the devices in questionUpon receipt of the devices in good working condition, T-Mobile will end the associated EIP’s and JOD’s and Ms*** will no longer be billed the monthly equipment chargesMs*** indicated she will attempt to retrieve the devices from the party who has them in order to send them backT-Mobile asks Ms*** contact me at the number below within days from the date of this letter should she wish to return devicesT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G*** Executive Response

April 10,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 2, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfaction
T-Mobile regrets any concerns Mr*** has experienced regarding additional payments made toward his Equipment Installment Plans ("EIPs")Our records confirm that, on March 25, 2017, Mr*** remitted a payment in the amount of $for the remaining EIP balance on his two iPhone Plus handsets, an iPhone 6S handset, a screen protector, and a protective case
Please note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account which immediately impacts the account balance while the associated charge to close the EIP does not appear until the end of the billing cycleAs such, if there is a balance owed on the account at the time of EIP payment, it will be applied to that open balance
Records confirm that at the time Mr*** remitted his EIP payment, he had a balance owed of $Please note that $was considered past due from the billing statement dated February 9, Mr*** was assessed charges in the amount of $for monthly access charges, monthly EIP installments, as well as applicable taxes, and fees from the billing statement dated March 9, Please be advised that the charge for the EIP payoff of the above-referenced equipment will be assessed to his forthcoming billing statement which will be generated on or around April 9, As such, it is T-Mobile’s position that the charges are valid and owed
Nevertheless, in an effort to amicably resolve the matter, upon speaking to Mr***, on April 7, 2017, T-Mobile offered to apply a one-time credit in the amount of $toward Mr***’s account for half of his balance of $Mr***’s account remains active with a credit balance of $Pursuant to our conversation, Mr*** accepted our offer as a full resolution of the matterT-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

April 28,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Ms***, unfortunately, our attempts have been unsuccessfulTherefore, we will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets any concerns that Ms*** may have experienced regarding our Carrier Freedom offerT-Mobile appreciates the opportunity to respond to Ms***’s concerns related to the billing on her T-Mobile accountOur records reflect that on August 28, 2017, Ms*** activated the mobile numbers ending in *** and *** and attempted to take advantage of our Carrier Freedom promotionFurther records confirm that on October 5, 2017, the mobile numbers ending in *** and *** were ported in form another service provider to replace mobile numbers ending in *** and ***As can be expected, there are several eligibility requirements for Carrier Freedom as follows:
• Port in from any U.Scarrier (including landlines) to a T-Mobile U.Saccount
• Trade in qualified equipment
• Purchase a new or refurbished T-Mobile device at full price or with Equipment Installment Plan (“EIP”)
• Activate a new line of service on a qualifying rate planAnd;
• Customers must submit their old carrier's final bill pages showing ETF(s) or device payment plan(s), phone number(s), name and address, and completed reimbursement request form at www.switch2tmobile.com within days from service activation
T-Mobile records confirm that Ms*** met all requirements, however; T-Mobile shows no record of submission onlineTherefore, Ms*** did not receive her reimbursement
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 25, 2017, T-Mobile offered to honor the Carrier Freedom reimbursement offer provided that Ms*** submit her final detailed billing statement via email at ***@T-Mobile.comMs*** is welcome to submit this documentation by May 25, 2017, in order to take advantage of the reimbursement
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 L***
Executive Response

July 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke to Mr*** and he confirms that his issues have been resolved to his satisfaction T-Mobile regrets any inconvenience Mr*** has in regards to the billing on his T-Mobile account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care In Mr***’s correspondence to your office he stated his T-Mobile account should have been canceled when he ported out his mobile numbers ending in ***, *** and ***. T-Mobile’s records indicate that Mr*** ported out the above mentioned mobile numbers on March 29, 2017. However, upon further review of Mr***’s account, T-Mobile was unable to locate any records indicating that he contacted our Customer Care department to cancel the mobile number ending in ***. Therefore Mr***’s account remained active and available to use until June 17, 2017, when the account was canceled pursuant to his request. Based on this information Mr*** was charged correctly for services up until June 17, 2017. In reviewing Mr***’s account, T-Mobile records confirm he made a payment of $on June 17, 2017, which was for services provided from March 17, 2017, through April 16, 2017. Please note, the payment made of $left Mr***’s outstanding balance at $323.42. On June 17, 2017, Mr***’s billing statement was provided showing a balance of $323.42. Therefore Mr***’s account is currently canceled with an outstanding balance of $which includes monthly access charges and taxes for services from April 17, through June 16, In an effort to amicably to resolve this issue, as a courtesy, T-Mobile applied a credit of $to Mr***’s account on June 23, bringing the account balance to zero. As an additional courtesy T-Mobile will follow up on Mr***’s account after his final billing statement is provided on July 17, and apply credit to bring any remaining balance to zero. Therefore, Mr***’s account will remain closed with a zero balance. T-Mobile respectfully declines any request for a refund. Please note, T-Mobile is not a credit reporting agency and no negative reporting has been reported to Mr***’s credit fileT-Mobile regrets any inconvenience 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 Nicole 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 It would be an improvement if I was not forced to seek recourse from the Revdex.com in order to receive adequate customer service from T-Mobile I am sure at sometime in the future I will be contacting the Revdex.com for issue resolution, as this seems to be the only way to get T-Mobile to respond.Sincerely, *** ***

September 27, 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 18, 2017, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr*** has in regard to his account and we appreciate the opportunity to address his concerns. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned to, mayThe account may be reported to the credit bureau while a balance remains outstandingIt is T-Mobile’s position that the balance of $is valid and owed Upon speaking with Mr*** on September 22, 2017, T-Mobile offered to adjust the balance accordingly if Mr*** could provide a receipt that the handset in his correspondence to your office was paid in full at the time of purchase. Please note that Mr*** stated he did not have a receipt indicating he paid for the handset in full. As such, Mr*** was referred to Enhanced Resource Centers where his account currently resides and whom may be contacted directly at 800-501-in order to make arrangements for payments. 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 Tell us why here

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 28, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any concerns Ms*** experienced regarding her account. Our records confirm that Ms*** activated her account on April 18, 2017, with the line of service ending in ***. This number was changed to the number ending in ***, however, as of August 8, 2017. Ms***’s line of service was subscribed to our T-Mobile ONE rate plan at $monthly, as well as handset protection at $monthly. On May 5, 2017, Ms*** used our Equipment Installment Plan (“EIP”) program to purchase a Samsung Galaxy SPlus handset and accessories. Ms*** remitted a down payment in the amount of $130.00, and agreed to monthly installments in the amount of $32.92. Please note that 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 statement. This information is disclosed within the EIP agreement provided at the time of purchase In Ms***’s correspondence, she indicated that her account was accessed without her authorization after she contacted Customer Care to report the device as lost or stolen, and to suspend the service. Our records confirm that on May 27, 2017, Ms*** suspended her line of service as lost or stolen. At that time, Ms*** added a security password to her account. On June 7, 2017, Customer Care was contacted to restore the service to the line of service, and upon verification of the security password, the service was restored. The account had a past-due balance owed at that time in the amount of $147.93. Due to the past-due balance, on June 19, 2017, T-Mobile suspended the account’s ability to place outbound calls. A payment in the amount of $was remitted on June 20, 2017, restoring the service. On July 8, 2017, Ms*** contacted Customer Care, and the line was once again suspended as lost or stolen. However, on July 9, 2017, the account security password was verified, and the service was restored. On August 8, 2017, our records confirm that Ms*** contacted Customer Care, and cancelled the account. Please note that on August 8, 2017, upon verification of the account password, the account was restored, and the mobile number changed to end in ***. On August 14, 2017, Ms*** once again contacted customer care, and cancelled the account. As there was an active EIP at the time of cancellation, the remaining balance was assessed to the final billing statement. Ms***’s final billing statement was dated August 20, 2017, and reflected a final balance of $888.53. This balance included past-due charges of $205.85, and new charges of $for prorated monthly access charges, the remaining EIP balance, and applicable taxes Please note that upon receipt of Ms***’s correspondence, our Fraud Team investigated her account. Upon review of the account, it was determined that the account was not accessed fraudulently, and we have determined that this is a domestic issue. In an effort to amicably resolve Ms***’s concerns, on September 5, 2017, T-Mobile issued a credit to her account in the amount of $888.53, for the balance owed. Ms***’s account remains closed with a zero balance. T-Mobile regrets any inconvenience Ms*** 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 attention. Should 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

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, *** **

April 6,
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 31, regarding the above-referenced account
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 recent contact with our retail location
T-Mobile records confirm that on March 29, 2017, Ms*** visited a T-Mobile retail store and purchased an LG G Pad X using T-Mobile’s Equipment Installment Plan (“EIP”) offeringMs*** was not required to remit a down payment but did agree to monthly installments of $per monthAs Ms*** purchased her device from March 24, 2017, through March 31, 2017, and subscribed to a T-Mobile ONE rate plan she is qualified for our QLG G Pad X On Us promotionPlease note upon submission of the rebate online at www.t-Mobile.com/promotions Ms*** would receive a rebate in the amount of $within eight weeks of validation of her submissionT-Mobile regrets any confusion regarding this offer
Additionally, T-Mobile records confirm that on March 29, 2017, changed to our $T-Mobile ONE Taxes Included rate planPlease be advised that T-Mobile ONE rate plans are not compatible with any corporate discountHowever, Ms*** will receive a $discount per line for enabling AutoPayAdditionally, Ms*** is paying $for her T-Mobile ONE Taxes Included Mobile Internet rate plan but due to her having voice lines and AutoPay I enabled she is receiving a $discount per month for the line
In an effort to amicably resolve this matter, on April 5, 2017, T-Mobile applied a credit for the requested upfront costs of her LG G Pad X in the amount of $as requested by Ms***Furthermore, T-Mobile has applied a credit in the amount of $for the remaining EIP balance for Ms***’s LG G Pad deviceAdditionally, although T-Mobile is unable to apply a corporate discount to her current rate plan should Ms*** like to revert to her original grandfathered individual plan T-Mobile can facilitate that for herMs*** may contact me directly at the number listed below should she like to complete that
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

August 1, 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 19, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any concerns Ms*** has experienced regarding her T-Mobile account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care T-Mobile records reflect that on April 2, 2017, Ms*** spoke with Customer Care and agreed to change from her existing rate plan to our T-Mobile ONE rate plan for her three voice lines to receive unlimited talk, text, and 4G LTE data, with taxes and fees included effective April 11, 2017, which is the first date of her new billing cycle. Please note that Ms*** also has two Mobile Internet (“MI”) lines, which were changed to our T-Mobile ONE Tablet rate plans effective April 11, On May 14, 2017, Ms*** spoke with Customer Service, and requested to be placed back on her previous rate plan. On June 11, 2017, T-Mobile records also indicate that Ms***’s plan has been changed to our promotional T-Mobile ONE rate plan of $for the first two voice lines of service, and $for the third line with taxes and fees included. For the MI lines, Ms*** is currently subscribed our T-Mobile ONE Tablet on the line ending in ***, costing $per month. On the MI line ending in ***, she is subscribed to a 2GB data rate plan, costing $25.00. As Ms*** has her MI lines combined with voice lines, she receives a discount of $on the *** line, and $on the *** line. Additionally, Ms*** is also subscribed to JUMP! on four of her five lines, totaling $per month. Ms***’s monthly access charges for voice plan and additional features are $per month. Lastly, Ms*** has Equipment Installment Plans (“EIP’s”) for devices she agreed to pay monthly payments towards for months, totaling $per month. With the installment plans, Ms*** can expect her monthly recurring charges to be approximately $244.76. This plan change was pursuant to an agreement with Customer Care to change her to this plan Please be advised that T-Mobile is willing to change Ms***’s account back to her original rate plan if she wishes to do so, and to discuss the usage on her MI lines in order to help her consider options, and lower her monthly statement. Ms*** may contact me directly at the number below to discuss options regarding her plan. T-Mobile regrets any inconvenience to Ms***, and we appreciate her 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 Adrianne F* Executive Response

March 2, 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 February 17, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the accountT-Mobile is pleased to advise that Mr*** concerns have been resolved to his satisfactionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***- *** recent contact with our Customer CareT-Mobile records indicate that on December 24, 2015, Mr*** qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option of a Samsung Galaxy Note 32GB handset in BlackJOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in installmentsShould the customer choose to retain the device at the end of the months they are provided with a lease purchase option price to own the deviceIt is important to note that should the account be cancelled before the end of the month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statementPlease be advised that at the time of Mr*** purchase, he was not required to make a down payment; however, he agreed to pay $per month for months, which is for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $Please note that Mr*** also agreed to pay the purchase option price of $at the end of the month lease should she choose to keep the Samsung Galaxy Note 32GB handsetFurthermore, at the time of Mr***-***, T-Mobile was offering the Samsung Year End Galaxy $to $JOD Demand promotionThe promotion ran from December 18, 2015, through December 24, 2015, and customers were eligible for the Samsung Galaxy Note with JUMP! On Demand for no more than $to $per month when a qualifying device was traded-in: based on the value of the traat the time of purchase the price would be corrected with a monthly promotional credit of $per Samsung Galaxy Note over the course of the month lease as long as the customer doesn’t switch or JUMP! to another deviceFinally, T-Mobile records confirm that Mr*** qualified for and is receiving the $monthly promotional credit to his accountNevertheless, in an effort to amicably resolve Mr***- *** concerns, on February 17, 2016, T-Mobile placed a one-time courtesy credit in the amount of $to Mr*** account in order to account for the $difference among the month leaseThis brought his balance down to $which was due on February 22, At this time Mr*** account reflects a zero balance as a payment of $was remitted on February 23, T-Mobile regrets any inconvenience to Mr*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCShannon R*** Executive Response

September 21, 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 9, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms*** experienced regarding her device’s Bluetooth functionality. T-Mobile records indicate on April 16, 2017, Ms*** purchased a Samsung Galaxy SPlus device for her line ending in *** on T-Mobile’s Equipment Installment Plan (“EIP”). Ms***’s line ending in *** subscribes to our JUMP! feature for $per month. The JUMP! feature includes our Premium Handset Protection and the benefit of Ms*** tradiher current device on EIP after 50% of the device is paid for full credit of the remaining balance. Ms*** would then have the option of purchasing a new device on EIP. T-Mobile records indicate on June 15, 2017, Ms*** first contacted T-Mobile regarding her Bluetooth no longer functioning. Please note T-Mobile offers our Handset Exchange program for customers who have passed the day return period and have completed all necessary troubleshooting steps and still require a device exchange. It is important to note that T-Mobile cannot guarantee the replacement device will be a new device. As Ms*** was passed the return period, T-Mobile offered a handset exchange which Ms*** declined. Upon speaking with Ms*** September 11, 2017, and in an effort to amicably resolve this matter, T-Mobile offered Ms*** an exchange for the Samsung Galaxy SPlus device for a refurbished device, or a credit in the amount of $to the Samsung Galaxy SPlus device EIP which would result in 50% of the device being paid in full. Ms*** accepted the offer of a credit to the Samsung Galaxy SPlus device EIP and understands this allows her to upgrade to a new device through the JUMP! upgrade program. 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 877-290-ext*** Very truly yours, T-MOBILE USA, INC Jennifer G*** Executive Response

April 14, 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 2, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe sincerely regret any service issues Mr*** experienced in the area of Cheyanne, WyomingUnfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors that may interfere with actual service, quality, and availabilityAlthough 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 noticeOn April 5, 2016, T-Mobile contacted Mr*** and he provided several locations to be reviewedThe following is our findings regarding each location Mr*** provided to our office: • Echo, UT shows modernization in progress •*** *** **., Evanston, WY shows modernization in progress • *** * *** *** Cheyenne, WY shows congested site in this area • *** *** *** *** NE shows no coverage * *** *** *** Urbandale, IA reflects 4G coverage in most buildings and homes As indicated above, T-Mobile is modernizing towers in two of the locations that Mr*** provided, which means that we are working on improving service in these areasThe site servicing the address in Cheyenne, WY is a congested site and customers in this area may experience service related issuesWe appreciate Mr***’ feedback as we are always working to improve serviceBased 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, INCAika A*** *Executive Response

May 12,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 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 accountT-Mobile is pleased to advise that we have contacted Ms*** and resolved the matter to her satisfaction
T-Mobile regrets any concerns Ms*** has experienced regarding the accountAccording to our records, on January 23, 2017, the account was cancelled pursuant to Ms***’s request
However, upon review of the account and Ms***’s correspondence, T-Mobile has issued a credit in the amount of $to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for Mr***’s credit report to be updatedT-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
Brandon M***
Executive Response

January 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 6, 2017, regarding the above-referenced accountPlease be advised *** *** is an authorized user on the business account *** *** *** T-Mobile is happy to report we have resolved this matter to Mr***’s satisfactionT-Mobile sincerely regrets any concerns Mr*** has experienced regarding T-Mobile’s Black Friday Apple promotionAs part of the promotion From November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with unlimited data rate plan and trada qualifying fully own Apple, Samsung, or LG phone from any carrier could get the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus for freeT-Mobile records confirm that Mr*** purchased an Apple iPhone on November 27, 2016, when he participated in T-Mobile’s equipment installment plan (“EIP”) offeringMr*** was not required to remit a down payment but did agree to monthly installments of $T-Mobile records confirm Mr*** traded in a Samsung Galaxy Sdevice at the time of purchase and received a credit in the amount of $for the device traup frontRegretfully, as Mr*** did not have a qualifying data feature he did not qualify to receive the promotional credit for the equipment making the Apple iPhone device freeNevertheless, in an effort to amicably resolve this matter, on January 9, 2017, T-Mobile applied a credit in the amount of $531.99, which is the cumulative total of the promotional credit Mr*** would have received as part of the Black Friday iPhone promotion, directly toward the remaining EIP balance for the deviceMr***’s device balance now reflects a remaining EIP balance owed of $for the deviceUpon speaking with Mr*** he accepted this as resolution to his concernsBased 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, INCZachary S*** Executive Response

October 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 October 17, 2015, 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 Ms***-***’s concerns within this letterT-Mobile regrets any inconvenience Ms***-*** experienced in regards to the stateside international call made on her accountT-Mobile records confirm that on September 11, 2015, a stateside international call was made from Ms***-***’s mobile number ending in ***, which lasted minutesBased on current rates, Ms***-***’s account was charged $plus the applicable taxes of $33.40, totaling $Therefore, on September 20, 2015, the account was charged $for the billing cycle charges from August 20, through September 19, 2015, and the stateside international calling chargesOn October 14, 2015, in an effort to amicably resolve the matter, T-Mobile applied a courtesy credit of $to Ms***-***’s account, reducing the balance to $A payment of $was received that day, decreasing the balance to $Additionally, on October 15, 2015, T-Mobile received a payment of $229.63, reducing the account to a zero balanceIn an effort to amicably resolve the matter, on October 20, 2015, T-Mobile applied a courtesy credit of $230.37, increasing the account to a credit balance of $Therefore, on October 22, 2015, when Ms***-***’s account was charged $for the billing cycle charges from September 20, through October 19, 2015, the credit balance was reduced to $Should Ms***-*** have additional questions or concerns, she may contact me directly at the number listed belowIn addition, T-Mobile recommends that Ms***-*** place an international call blocking on each line of service on the accountPlease note that this feature will block outbound international calls with T-Mobile except for the following situations: • Dialing internationally while customers are roaming domestically on other service partners' networks; • Sending international text messages to international mobile numbers• Receiving calls from international callers; and • Calls to Canada and/or the US Virgin Islands (StThomas, StJohn, StCroix, and Water Island)Ms***-*** can contact our Customer Care for assist with the addition of this feature at *** should she choose to add this featureBased 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, INCDiana J*** Executive Response