T-Mobile Usa Inc

August 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 July 26, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Mr*** via phone call and email from July 7, through July 24, to the numbers ending in *** and ***. Please note that T-Mobile lastly contacted Mr*** and deposited a voice message on both of his numbers ending *** and *** and emailed him asking him to return the call. It is important to note that T-Mobile does not reflect a record of any alternative number for Mr*** and he did not provide it in his correspondence to your office In Mr***’s correspondence he states he doesn’t answer calls from 1-numbers, this is not a T-Mobile error that we have not been able to address his concern verbally. As such, T-Mobile will attempt to address Mr***’s concerns within this letter We regret any ongoing concerns Mr*** has regarding his T-Mobile billing. As previously mentioned in our response dated July and July 26, 2017, Mr*** contacted Customer Care on September 3, to add *** *** as an authorized user and provided her permission to make changes on the account. Our records indicate on September 4, 2016, Ms***, the authorized user on the account, performed a JUMP! On Demand upgrade to an Apple iPhone 16GB handset. In addition, Ms*** agreed to remit monthly payments in the amount of $plus tax for months. T-Mobile records confirm Ms*** again took advantage of the JUMP! On Demand offering with the lease of an Apple iPhone 6S 64GB Silver handset. At the time of lease Ms*** agreed to remit monthly installments of $plus tax for months. It is important to note as Ms*** is an authorized user on the account whom Mr*** added to the account and as such T-Mobile’s position remains the same that all charges and changes made to the T-Mobile account are valid and declines his request for any refund Please be advised that the notices Mr*** received were due to the Equipment Installment Plan number *** being removed as T-Mobile closed the EIP balance for several Apple iPhone accessories Ms*** purchased on October 4, when she leased the Apple iPhone 6S handset Please be advised that should Mr*** still wish to receive his billing statements from April to present he may contact our office at the number listed below. As provided in the previous response to your office all billing statement reprints will be billed at a rate of $per month. However, Mr***’s most recent monthly billing statements are available on line at www.T-Mobile.com at no additional costT-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 Oscar T*** Executive Response

June 1,
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 May 19, 2017, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, however our attempts have been unsuccessful
T-Mobile regrets any inconvenience Mr*** encountered regarding his handset.It is important to note that T-Mobile was not provided with Mr***’s T-Mobile account number and/or mobile phone number, and as such, we were unable to complete our investigationT-Mobile would like the opportunity to resolve this matter amicably with Mr***; therefore, an email has been sent to Mr*** asking that he provide the IMEI in question via email to ***@T-Mobile.com to further researchOnce this information is obtained, we will work directly with Mr***T-Mobile regrets any inconvenience to Mr*** and we look forward to hearing from him
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 P***
Executive Response

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA *** *** *** *** *** *** *** *** *** *** *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 18, 2016, regarding the above-referenced accountT-Mobile regrets that Ms*** experienced any inconvenience with our Carrier Freedom offerUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collectionIn review of Ms*** account T-Mobile does not have records of the required submissionNevertheless, in an effort to amicably resolve the matter, T-Mobile has asked Ms*** to provide us with the final billing statement reflecting the early termination fees from his previous carrier for reviewMs*** may send the requested documents directly to my attention via fax at 505-998-Upon receipt T-Mobile will contact Ms*** and apprise her of our reviewIn review of the concerns presented by Ms*** regarding her device, T-Mobile records confirm that the devices memory is running low which may impact the issues as described in her correspondence to our officeT-Mobile has recommended expanding the memory or clearing some device memoryT-Mobile will continue working with Ms*** to confirm if her issue is resolvedBased 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, INCSacny A*** Executive Response

February 7,
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 January 26, 2017, regarding the above-referenced account
T-Mobile confirms that Mr*** activated service on January 7, 2017, with our T-Mobile ONE rate plan and four lines of serviceIt is very important to note that while our rate plans do allow for international usage, we only provide unlimited nationwide usage on the T-Mobile networkThat information is disclosed on our website within the descriptions of our various rate plansWe do regret if that was not made clear to Mr***
On January 11, 2017, Mr*** contacted T-Mobile to advise us that the mobile number ending in ***, is used by his daughter in Canada and requested an exception to T-Mobile’s Terms and Conditions of Service
Please be advised that as of February 1, 2017, we cannot confirm any usage by the holder of the line ending in ***It is important to mention that T-Mobile only provides services through a roaming partner in CanadaRoaming partners are in place so that customers who are traveling through or visiting an area are still able to utilize serviceHowever, roaming coverage is not intended for long term use
In accordance with the Terms and Conditions of Service, T-Mobile may elect to discontinue service if the majority of a customer’s usage is not on the T-Mobile networkWe regret any inconvenience this may cause to Mr*** and recommend he considers obtaining a local service provider in Canada for his daughter’s wireless needsT-Mobile respectfully declines any compensation 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
Aika A***
Executive Response

August 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: Mara *** 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 16, 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 letterT-Mobile regrets any account security concerns Ms*** experienced as well as concerns regarding her final billing statementT-Mobile records indicate that on June 29, 2016, our Risk Assessment Team was alerted of a System Identifying Module (“SIM”) card change for the line ending in ***A block was placed on the new SIM card and the SIM card was changed back to the original SIM card being used on mobile number ending in ***A block was also placed on Ms***’s MyT-Mobile.com online account to prevent any further changes being made via that online tool as wellIn addition, special instructions were placed on Mr***’s account that no changes are to be made unless Ms*** is contacted on the number ending in ***Our Risk Assessment Team will follow up to credit all charges associated with the SIM card changeMs*** canceled her account on July 23, 2016, when she ported her mobile numbers to another service providerMs***’s billing cycle ran from the 7th of one month to the 6th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through August 6, Our records indicate that Ms***’s final billing statement dated August 6, 2016, reflected a balance of $which was comprised of monthly recurring charges for the bill cycle of July 7, 2016, through August 6, 2016, international toll charges in the amount of $and applicable taxesOn August 10, 2016, we applied a credit of $for the international toll charges incurred due to the invalid SIM card change which left a balance owing of $for the monthly recurring charges for the bill cycle of July 7, 2016, through August 6, In an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the monthly charges incurred from July 7, 2016, through August 6, Please note that Ms***’s account remains cancelled with a zero balanceT-Mobile regrets any inconvenience to Ms*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCAmor M*** Executive Response

April 24,
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 11, 2017, regarding the above-referenced account
T-Mobile regrets any concerns to Mr*** regarding his T-Mobile accountT-Mobile records confirm that as of November 30, 2016, Mr***’s account is enrolled in our Advantage ProgramT-Mobile offers corporate discounts to individuals who are active employees’ at large businesses that are included in our corporate agreement listThis discount program is referred to as the T-Mobile Advantage ProgramThis is a grandfathered programHowever, Mr***’s affiliation with his employer makes his account eligible for 15% monthly discount provided he is subscribed to a discount eligible rate plan
As of December 27, 2014, Mr***’s account is subscribed to our now grandfathered Simple Choice Unlimited Talk, Text and data rate plan lines for $per monthRegretfully, this promotional rate plan is not eligible for any additional monthly discounts, such as the T-Mobile Advantage Program
Please note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty) and the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceHowever, the JUMP! feature does not waive any down payments required at the time of purchase
However, in an effort to amicably resolve this matter, on April 21, 2017, T-Mobile offered to bill the down payment of a new EIP purchase to the accountShould Mr*** still be interested in purchasing a new device, he may contact T-Mobile within the next days to accept our offerT-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
Mercedes V***
Executive Response

May 15,
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 3, 2017, regarding the above-referenced accountT-Mobile records indicate that *** J*** is the account holder and that she has designated *** *** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced with his T-Mobile handsetT-Mobile records indicate that on October 22, 2016, Mr*** processed a Handset Exchange Order, through his warranty with T-Mobile, on the mobile number ending in *** for an iPhone 6S Plus silver with 128GB of memory and serial number ***On November 28, 2016, T-Mobile sent Mr*** a replacement iPhone 6S Plus silver with 128GB of memory and serial number ***, which per United States Parcel Services, was left at the front doorWe regret any delay as the handset was on backorder at the time the order was placed
Please be advised that in each replacement box for a handset sent as part of a Handset Exchange Order, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipment or the replacementAs such; Mr*** was charged $plus applicable taxes for the non-return fee and applicable taxesIt is T-Mobile’s position that the fee is valid
Our records further indicate that on November 25, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus on his mobile number ending in ***Accordingly, Mr*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
Regretfully, at the time the order was placed, it was not processed as a JUMP! handset upgrade order; therefore, T-Mobile was not waiting for the iPhone 6S to be returned which in turn would remove the remaining EIP balanceThe JUMP! program provides customers the Premium Handset Protection (PHP) bundle and Lookout Mobile Security Premium as well as the ability to trade in devices on EIP for full credit of their remaining balancesWe regret any inconvenience to Mr***
Upon further research, T-Mobile found the iPhone 6S Plus on an EIP for his mobile number ending in *** was returned to our Coppell, TX Return Center on December 23, In an effort to amicably resolve this matter, on May 15, 2017, T-Mobile closed out the remaining EIP balance of $for his iPhone 6S Plus on the mobile number ending in ***In addition, T-Mobile applied a courtesy credit of $for six months of the monthly EIP of $
As of May 15, 2017, the account balance is $which consists of monthly recurring charges from January 21, 2017, through April 20, 2017, monthly EIPs, and partial non-return fee for his handset exchange order, and applicable taxesMr*** may also contact me at the number provided below if he is able to provide me further information or a tracking number for his Handset Exchange order placed on the mobile number ending in ***T-Mobile regrets any inconvenience to Mr*** 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

February 23,
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 21, 2017, regarding the above-referenced account
T-Mobile regrets Ms***’s concerns with regards to the recent cancellation of her accountT-Mobile records confirm that Ms***’s account was activated on November 4, At the time of activation, Ms*** was required $in activation security deposits to start service
Our review found that Ms***’s account was canceled on February 7, by our Risk Assessment Team when it was determined that at least one of her mobile numbers was engaged in an activity commonly referred to as "traffic pumping"; specifically to numbers outside of the United StatesAs traffic pumping is in violation of T-Mobile's Terms and Conditions, Ms***’s account was canceledWhile we regret any inconvenience to Ms***, her account is not eligible for reactivation
Please be advised that Ms*** was billed in arrears and as such, the last payment remitted to the account on February 3, 2017, in the amount of $was applied to services used through January 28, which was prior to the above mentioned cancellationIt is important to note that, due to usage through the date of cancellation on February 7, 2017, T-Mobile considers the previously assessed charges of $as validTherefore, T-Mobile respectfully declines to provide compensation for validly assessed charges
However, in an effort to amicably resolve this matter and as a courtesy to Ms***, T-Mobile has agreed to provide a $refund card equal to the above mentioned activation security deposits and the requested $for five handsetsPlease allow seven to ten business days for deliveryT-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
Alberto V***
Executive Response

May 9,
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 May 3, 2017, regarding the above-referenced account
T-Mobile regrets that Ms*** feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency
On May 8, 2017, T-Mobile contacted Ms*** via telephoneAt the time of our conversation, Ms*** indicated that her main concerns were regarding her experience at the local T-Mobile retail locationPlease be advised 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***’s recent visit to our retail location
It is important to note that T-Mobile has processed a second Limited Warranty exchange for the Samsung Galaxy Note devicePursuant to our conversation, the replacement device will be available at the retail store Ms*** selected at the time of our discussionT-Mobile does regret 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
Martin G***
Executive Response

Complaint: ***
I am rejecting this response because:To say that there are no records of my numerous complaints of phone/possible network problems is laughable On October 4, 2016, I called and talked to Sherry about the numerous dropped phone calls and interrupted internet service She told me it was the network and to give it a few more days while the network made improvements I told her my friends with T Mobile were not experiencing the dropped phone calls like I was but she insisted it was "the network, not the phone." This was within my day exchange period, but she insisted it was the network being upgraded On October 10, 2016, I talked to Jeremy at 3:EST and while checking the phone settings I noticed the phone was on "voice over LTE" and he explained that was why my calls were droppingI was advised to return to the store for a hard reset if the dropped phone calls continued as this could only be done in the store October 11, I went to the store at 4:and had a hard reset performed The employee advised me that I did not have to have the store perform the reset and showed me how to do it myself October 14, at 10:am, I talked to Mark who spoke badly broken English and I requested to be transferred to another representative I was transferred to Raphael in tech support who ordered a "new phone" replacement that should have arrived by overnight mail October 15, 2016, I received a text message that the phone replacement was on back order On October 17, I called at and was disconnectedI called back and reached Jenny who told me to go back to the store to receive a replacement phone and explained that replacement phones were typically "refurbished phones" and that I was having phone issues because I was using a refurbished phone I explained to her that I was talking on my original phone as the replacement phone had not arrived and was on back order I asked for a supervisor and was told that one would call me back in an hour I informed her that I was disappointed that I was being told that my "new" phone was really a refurbished phone, that I was lied to about network problems that were being worked on only to be told now that it was the phone, and now I could not even escalate the issue to get it resolved as she refused to get a supervisor I called back at 12:and talked to Aica regarding a payment arrangement I had made but I had already paid it and wanted to know if the money would be withdrawn again She informed me that the message was system generated and it would recognize that the payment had been made October 18, I returned to the store for a replacement Jonly to find there were none left I did not have the money at the time to purchase a more expensive phone and could not get a new J7, so I was pretty much stuck with buying a Samsung Galaxy On Alejandro "assisted," but ended up screwing up so badly with the financial portion of the transaction that I had to call customer service again At 4:pm I was talking to Rhey and was disconnected while talking I called back and at 4:18, I reached Pres but was disconnected She called back at 6:and told me she did not see the adjustment that Alejandro stated he placed in the systemAt 4:38, I got back in my car and was disconnected again She called back at 4:and I was disconnected again I was transferred at my request to supervisor Marco who told me he did not see the adjustment I arrived back at the T Mobile store and Jade also could not find the adjustment that Alejandro stated he placed on my account Alejandro stated he placed it as a bill payment and Marco advised me that bill payments take up to hours to show up on the account Jade then said that the numerous disconnections were because I just received service on the new device and dialed a few numbers on my phone When the phone calls went through, she said she did not see a problem I told her the problems were not reproducible and showed her the call log of the same phone numbers repeatedly related to the dropped phone calls October 20, at 10:Raymark informed me he did not see a bill payment in the system and that he would remove the balance He transferred me to technical support regarding the dropped phone calls and Sarah in Colorado Springs offered to send a SIM card as the SIM card was replaced when my iPhone 4S died and Kyle in the store said I could not use the old SIM card because T Mobile had gone to a smaller cardI found out that was not true, but since all of my issues started after the SIM card was changed, she sent a new SIM card and a signal booster She said if the problems persisted, to do a warranty exchange I talked to her supervisor Dan regarding her customer service as I believed I had the problem solved finally October 20, 2016, the payment was taken from my account even though I had already paid it and was assured that the system would recognize that the payment was made Kenard in Richmond stated that I was not "lied to" but given "misinformation." I told him that concept was ignorant and that I was lied to On February 15, after another series of dropped phone calls, I replaced the SIM card and called at 11:pm and reached Carmella to activate the phone and she told me to give it five days and if the dropped phone calls persisted, I need to "buy a new phone." I informed her that this is a relatively new phone and that I did not have these network problems with the iPhone 4s I brought over from Verizon and that my son and friend don't have these problems on their phones She stated the account "has been notated." After filing the Revdex.com complaint, I have tried to reach Martin on April 11, April at 1:53, April at 3:23, April at 3:23, April at 8:29, and April at 5:EST and have never been able to reach him To say that I am able to use the phone is correct--I am able to make phone calls, but many of the phone calls drop I have been unsuccessful in making phone calls as I get a message that the "network is not recognized" or something similar I work from home now and I talk on the phone a majority of the time It is embarrassing to be on a conference call and have to repeatedly call back as I am getting disconnected I have had cell phones since and I am aware of how to check a network chart, and according to you, I should have excellent service in my area I did not even have excellent service in Nashville Tennessee, which is a major metropolitan area YOUR employees are repeating to me that it is the phone and that the phone needs to be replaced I am aware that the network is not the best, but I have been a customer for two years and I have only had the phone disconnection issues since my iPhone died and I replaced it with now two of YOUR phones sold in YOUR stores loaded with YOUR apps To assert that there is no record of my reporting issues is laughable and your attempt to lie and discredit me is humerous I will be sharing your response and mine with the proof of your "misinformation" on every social platform I possibly can I am not cancelling my service--I am asking for your company to replace my phones as the problems started with buying T Mobile phones
Sincerely,
*** ***

November 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 November 2, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** may have experienced while her account was active with T-MobileT-Mobile records indicate Ms*** activated service on June 13, 2016, with the Simple Choice Family Match with GB of LTE rate plan for two lines for $per month plus applicable taxesOur records also confirm Ms*** qualified for and took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of an Apple iPhone on mobile number ending *** and an Apple iPhone SE handset on mobile number ending in Ms*** was asked to make a down payment in the amount of $plus applicable taxes, and agreed to a series of monthly installments in the amount of $for the iPhone SEAdditionally, Ms*** was asked to make a down payment of $plus applicable taxes and agreed to a series of monthly installments in the amount of $for the iPhone At the time of Ms***’s purchases, T-Mobile was offering qualifying customers a rebate for up to the amount of the full retail cost of an Apple iPhone SE of $The requirements for this promotion were to activate or upgrade a mobile number with the purchase of a qualifying Apple device, and add-a-line with the purchase of an iPhone SEPlease note, to be eligible for the promotion, customers were required to submit a promotional request form before June 8, Additionally, customers must remain active, and in good standing through the processing of the offerPlease be advised that a promotional offer request was not received for the offerT-Mobile records confirm on November 9, 2016, Ms*** cancelled mobile number ending in when she ported it to another service providerMs*** also contacted our Customer Care and requested mobile number ending in *** be cancelledAfter speaking with Ms*** on November 9, 2016, T-Mobile advised that a submission request the promotional offer was not made, and her purchases were ineligible for the offer mentioned aboveAs a courtesy, T-Mobile offered to accept the return of the iPhone and iPhone SE handsets for a refund of the original purchase price of each
Regretfully, Ms*** declined this offer, stating her granddaughter wanted to keep the iPhone handsetAs a means to amicably resolve her concerns, T-Mobile offered to allow Ms*** to return the iPhone SE to T-MobileUpon return of the handset, T-Mobile will close the remaining EIP balance in the amount of $In addition T-Mobile has agreed to refund the down payment including taxes in the amount $Please note the refund will be applied as a one-time payment toward the outstanding balance of $for the iPhone handsetMs*** was provided the address to send the iPhone SE to my attention; T-Mobile USA, INCAttn: Ronnie A*** C/O Executive Response Menaul Blvd NE Albuquerque, NM, Ms*** was also advised of how to disable the Find My iPhone activation lock before return of the handsetAs of the date of this correspondence, Ms***’s account remains cancelledT-Mobile regrets any inconvenience Ms*** may have experienced with her T-Mobile accountBased 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, INCRonnie A*** Executive Response

June 14,
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 accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets any concerns Mr*** has in regards to his tablet promotion and appreciates being given the opportunity to address his concernsT-Mobile records indicate that on October 31, 2015, Mr*** activated a data line ending in *** under the North America Mobile Internet (“MI”) 5GB Data Match and purchased a Samsung T357T Tab A Tablet in grayPlease note that Mr*** was not required to remit a down payment for the tablet but agreed to a series of 24-monthly installments in the amount of $per month
At the time of purchase T-Mobile was running a promotion called the Samsung Tablet On Us BundleThis promotion required customers to purchase a tablet on T-Mobile’s Equipment Installment Plan (“EIP”) and sign up for a data plan that included over GB of high speed data in order to receive monthly EIP bill credits in the amount of $thus making the tablet freePlease note that to remain eligible the MI line and EIP would have to remain active
On March 6, 2017, Mr*** elected to cancel his voice line when the mobile number ending in was ported to a different service providerRegrettably, due to an inadvertent error the promotional EIP bill credits were discontinued
In an effort to amicably resolve this issue, on June 5, 2017, T-Mobile has absolved Mr*** of the remaining EIP and issued a one-time credit to the account in the amount of $consisting of the previous two monthsAt this time Mr***’s MI mobile number ending in *** remains activeShould Mr*** no longer require services on the MI line he may contact Customer Care at 800-937-*** to request the cancellation of his MI numberT-Mobile regrets any inconvenience this matter has causedMr***
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
Felicia P***
Executive Response

thank you for getting me the rebate that was promised and people work during the day and are not allowed to hang on the phone for minutes waiting for someone to answer then be sent to another department and I will keep this direct lineBecause I could not reach you Diana when I tried calling you back two timesBut thank you for honoring the rebate that is all I wanted 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, *** ***

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,
*** ***

October 26, 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 October 21, 2015, regarding the above-referenced accountPlease note that upon verification, Ms*** *** and Ms*** ** *** is the same personT-Mobile regrets any inconvenience to Ms*** in regards to her recent JUMP! on Demand upgrade experienceJUMP! On Demand provides customers another affordable option to use the best new devices on our amazing Data Strong networkThe lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly costCustomers may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of deviceCustomers only pay taxes on the capital cost reduction at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billT-Mobile records confirm that on September 17, 2015, Ms*** took advantage of our JUMP! On Demand lease option for an iPhone 6S for a total $at a T-Mobile storeBased on Ms*** credit class at the time of the lease agreement, she was not required to pay a capital cost reductionMs*** did agree to monthly installment charges of $per monthThis handset order was canceled due to the terms not being signed when emailed to the customerUpon speaking with Ms***, she stated she did receive the lease agreement to be signedOn October 19, 2015, Ms*** contacted our Customer Care to place another handset order using JUMP! On Demand for her iPhone 6SDue to an inadvertent error, Ms*** was required to pay a $capital cost reductionMs*** then agreed to monthly lease agreements in the amount of $However, in an effort to amicably resolve this matter, on October 22, 2015, T-Mobile applied a courtesy credit of $to Ms*** accountMs*** accepted this credit as a resolution to this matter and requested that her credit go towards her account balanceAs of October 22, 2015, Ms*** account reflects a credit balance of $Ms*** does not have to make payment for her monthly services due on November 6, and the remaining credit balance will go towards her next monthly access chargesT-Mobile regrets any inconvenience to Ms*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCLeah T*** Executive Response

October 14, 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 October 6, 2015, regarding the above-referenced accountPlease note that upon speaking to *** *** on October 13, 2015, she advised T-Mobile that she filed the above noted correspondence on *** ***’s behalfThe account holder of record is *** ***, and he has designated Ms*** as an authorized user of the accountTherefore, T-Mobile has discussed the matter with Ms*** directlyT-Mobile regrets to hear of Ms***’s concerns regarding the Handset Exchange ProgramOur records confirm that on October 2, 2015, Ms*** contacted Customer Care regarding handset issuesAt that time, Ms*** completed an order to have a replacement handset sent to her via the Handset Exchange ProgramHowever the replacement handset was listed as backorderedPlease note, shipping information provided to customers at the time an exchange is processed is always approximate, and handset orders may be subject to backorder or delivery delays based on the available supplyAdditionally, at the time a handset order is processed, a Customer Care representative may not be able to disclose the backorder status of the handset as it is determined through the order fulfillment department at the T-Mobile National Return Center (“NRC”)Once the NRC has determined the handset is on backorder, it will be reflected in the ordering systemPlease be assured that T-Mobile strives to process handset upgrades and exchanges in a timely fashion and appreciates Ms***’s feedback regarding her recent handset experienceUpon our review of *** tracking number ***, Ms***’s replacement handset was delivered on October 8, Pursuant to our above-referenced conversation with Ms***, the matter has been resolvedWe 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 *** *** *** Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

December 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 November 27, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experienced in regards to the November Samsung BOGO offerIn an effort to provide our customers with new and exciting offers from November 11, 2016, through November 13, 2016, T-Mobile began offering the November Samsung BOGO promotionThis amazing promotion was offered to new and existing customers who add a line to an existing account and purchase two qualifying Samsung Galaxy Superphones on an Equipment Installment Plan (”EIP”); qualifying phones include the Samsung Galaxy S7, SEdge, SEdge or Edge Plus, Galaxy S6, Galaxy J7, or the Galaxy OnThe second device is then provided for free after monthly EIP bill creditsIt is important to note that devices must be purchased on the same day to qualify and that a return of either one or both of the devices will result in a customer being disqualified from receiving the promotionT-Mobile records indicate that on November 5, 2016, Mr*** qualified for and initiated a Jump On Demand (“JOD”) lease with the purchase of two Samsung Galaxy S Edge handsetsPlease be advised that EIP and JOD are payment options that allow eligible customers to purchase/lease handsets and agree to pay the remaining balance in month paymentsIt is important to note that for each of these offerings, payments for equipment are made in a predetermined number of monthly installments (depending on the program)However for both offerings; should a customer choose to cancel their service prior to fulfilling the monthly payment terms, the remaining balance of the financed devices will become due in full on the final billing statementIt is important to note that all customers are required to sign agreements for the monthly payments by electronic signatureBased on Mr***’ personal credit history at the time of purchase, he was not required to make a capital cost reduction; however, he agreed to a series of monthly payments in the amount of $each devicePlease be advised that at the time of Mr***’ purchase of the new handsets, T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if they met his needsT-Mobile records confirm that on November 6, 2016, the two Samsung Galaxy S Edge handsets were returnedT-Mobile records further indicate that on November 11, 2016, Mr*** purchased two Samsung Galaxy S Edge 32GB handsets; one in silver and one in gold, via EIPAdditionally, he purchased two Samsung Fast Charge wireless chargers via EIP as wellOur records further confirm that the Samsung Galaxy S Edge 32GB handset in silver was returned via our T-Mobile retail location thereby disqualifying Mr*** from the November Samsung BOGO promotionFurther, T-Mobile records indicate that on November 16, 2016, Mr*** purchased two Samsung Galaxy SEdge 32GB handsets in silver for his mobile numbers ending in *** and ***Mr*** was not required to make a down payment on the devices but agreed to pay the remaining balance in a series of monthly installments in the amount of $eachFinally, T-Mobile records indicate that on November 27, 2016, Mr*** purchased two Samsung Galaxy S Edge 32gb handsets for the mobile numbers ending in *** and *** via EIPMr*** was not required to make a down payment on the devices but agreed to pay the remaining balance in a series of monthly installments in the amount of $eachIt is T-Mobile’s position that as only one of the handsets that Mr*** purchased was done within the time frame of November 11, 2016, through November 13, 2016, he is not qualified for the promotion and therefore responsible for the remaining balance of the devices and the accessoriesNevertheless, in an effort to amicably resolve Mr***’ concerns, on December 6, 2016, T-Mobile closed one of the EIP’s that was purchased on November 16, 2016, and one of the EIP’s that was purchased on November 27, 2016, effectively providing him with two Samsung Galaxy SEdge handsets at no costAdditionally, on December 3, 2016, a one-time credit in the amount of $was placed by our retail location resulting in an updated credit balance in the amount of $Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’ recent contact with our retail locationT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCShannon R*** Executive Response

Complaint: ***Date Sent: 10/10/2:41:PMComplaint: ***I am rejecting this response because:T-Mobile is a complete fraudI made several attempts to reach out to the executive number and extprovided during regular business hours, to no availEnded up leaving messagesT-Mobile repdid reach out on two separate occasions, both after or pm, don't know where they are conducting business from but we work on easter time here and it's not costumery to receive business related calls after hoursOn top of being completely unprofessional they have the nerve to unload the responsibility yet again on the costumer? With regards to the port out date mentioned by T-mobile, that was contingent upon T-Mobile fulfilling their part of the obligation within the same dateOtherwise we were not to act until we received what was oursThat said, it was T-mobile who failed to fulfill its end of the load until the 15th of September, not the 14th or earlier as agreedWe received a card by mail, made sure it was legit and active, and on the 16th of September we were all ported outAgain, T-Mobile created a situation and even held us up until the 16th, and instead of apologies and reparations they unleash on the costumerWe owe absolutely nothing to T-Mobile! T-Mobile owes us reparations for all the wrongful doings, for sabotaging our credit history, having us spend numerous resources and enormous amount of billable time to try and resolve unprofessional messes created by T-mobile who should not call themselves a business and sincerely should be banned from operating in the USA We are prepared to reach out to our State Attorney, and even follow class action against these scammersWe expect: 1- T-Mobile to zero out our account and to permanently delete all of our personal information from all their accounts, 2- Credit Bureau reach out by T-Mobile to report wrongful claims it has made on our behalf and to clear up all credit immediately, 3- Reparations of minimum $450, for wrongful doing, breach of contract, numerous invested hours, emotional distress on a week pregnant women (A fact I mentioned to them as advised by my doctor and it was at no point taken into consideration by T-Mobile who has only been causing intense stress, thus I have been spending the last mo of the pregnancy on the phone with T-mobile trying to fix up their mess) 4- $check/money order to cover the shipping expenses as promised by T-mobile management, we have paid this out of our pocket and expect refund. Sincerely,*** ***

December 19, 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 14, 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 replacement experience with Assurant Solutions Inc(“Assurant”), T-Mobile’s provider of Premium Handset Protection (“PHP”)T-Mobile records confirm that on December 1, 2016, Mr*** initiated an insurance claim with Assurant to replace his Samsung Galaxy Note due to manufacturer issuesPlease be advised that when an insurance claim is initiated a deductible in the amount of $is also required for the replacement and the defective handset is to be returned to Assurant’s return centerIt is important to note that replacement handsets are provided by Assurant and T-Mobile does not have access to their handset inventory to determine an accurate ship date for Mr***’s replacementHowever, in an effort to amicably resolve this matter, on December 16, 2016, T-Mobile has shipped Mr*** a like new Samsung Galaxy Note from our own inventory and requested for him to return the non-working handset to T-Mobile’s Executive Response office in which a prepaid return label has been provided with the replacementIn addition, T-Mobile has applied a credit in the amount of $to Mr***’s account to refund him for the deductible he paid to Assurant leaving a balance due of $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, INCOscar T*** Executive Response

December 27,
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 24, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
T-Mobile is delighted that Mr*** has continue to choose T-Mobile as his wireless service provider and we regret hearing of his concerns with our promotional offersAccording to our records Mr*** contacted Customer Care and added two lines of service during our Friends and Family Lines On Us promotionThis promotion ran from November 18, 2016, through November 22, 2016, where eligible customers who have or activate two voice lines on T-Mobile ONE or Simple Choice can get up to two additional lines for free with promotional bill credits
Concurrently, T-Mobile also offered our Fall LG Smartphone Offer, providing customers who also signed up for the new T-Mobile ONE plan or qualifying unlimited data rate plan and purchase a qualifying LG device through our Equipment Installment Plan (“EIP”) could receive a discount on the device via EIP bill credits
Our records reflect that when Mr*** activated his two new lines of service, he qualified for the Friends and Family Lines On Us by maintaining his Simple Choice Unlimited Family plan with 6GB of data rate plan, however as he did not have the T-Mobile ONE plan or have an unlimited data feature, he was not qualified for the promotional bill credits for the two LG K10’s he purchased on EIPWe apologize if any T-Mobile employee failed in any way to explain the promotion during Mr***’s recent visit to our call to Customer Care
Although, it is T-Mobile’s position that Mr*** did not qualify for the promotion, as a courtesy and in an effort to amicably resolve his concerns, T-Mobile has issued a credit for the $for each phone, honoring the promotional bill credit as a lump sum credit and closing out the EIPPlease note that on December 27, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response