T-Mobile Usa Inc

everything from t-mobile is a complete lie
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

June 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 27, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Ms*** may have experienced in regard to the above-referenced accountIn Ms***’s correspondence to your office, she states that her handset is malfunctioningPlease be advised that on June 6, 2016, T-Mobile records indicate that Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering by purchasing a Samsung Galaxy Jat a total price of $plus applicable taxAt the time of signing, Ms*** was not required to remit a down payment; she agreed to a series of 24-montly installment payments in the amount of $per monthIt is important to note that upon purchasing a handset, customers have the option to add the JUMP! feature to the account within days of the purchasePlease be advised that Ms*** has been advised of said feature and has elected not to participate and enroll in the JUMP! feature
The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an EIP for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period
Upon speaking with Ms*** and providing her the option to troubleshoot her handset, she expressed her desire to upgrade to a new handsetRegrettably, as Ms*** has elected not to enroll in T-Mobile’s JUMP! feature, she is not eligible to upgrade however she has the option to purchase another device of her choice utilizing or EIP or JUMP! On Demand programs or paying the full retail price at the time of purchase
Nevertheless, in an effort to amicably resolve Ms***’s concerns, T-Mobile offered to allow her to return the Samsung Galaxy Jhandset without penalty and apply a one-time account credit in the amount of $that can be used towards any upfront cost of a handset of her choicePlease be advised that after contacting Ms*** on June 7, 2017, she requested time to make her decision as to whether she wanted to purchase a new handset or keep her current deviceShould Ms*** decide to accept T-Mobile’s offer, she may contact me at the number listed below no later than June 16, It is important to note, the Samsung Galaxy Jhandset must be in good working condition free of physical or liquid damage and must pass T-Mobile’s three point inspection to be accepted
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer CareT-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
Carlos T***
Executive Response

August 29, 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 August 23, 2016, regarding the above-referenced account*** *** and *** *** is the same personT-Mobile regrets any difficulties Ms*** experienced with final charges on her accountWe are sad to lose Ms*** as a customerPlease 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 Customer CareT-Mobile records indicate that the revised billing statement dated August 13, 2016, carried a balance of $which was comprised of the accelerated Equipment Installment Plan (“EIP”) balance owed for the Apple iPhone 5S 16GB device and accessoriesIt is important to 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 statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Ms*** agreed to an EIP for the mobile number ending in on September 29, 2014, with the purchase of an Apple iPhone 5S 16GB and Mophie Power station and Phone caseWhen the account was canceled on July 12, 2016, the remaining EIP balance of $was accelerated and posted to the billing statement dated July 13, It is T-Mobile's position that the remaining EIP balance is validHowever, in an effort to amicably resolve this matter T-Mobile has applied a credit of $on August 25, Ms***’s account remains cancelled with a zero balanceT-Mobile has confirmed this was a satisfactory resolution to Ms***’s 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, INCAmor M*** Executive Response

August 3,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account
T-Mobile regrets any handset concerns Ms*** has experiencedT-Mobile records indicate Ms*** purchased an LG Stylo Plus handset on March 27, 2017, using our Equipment Installment Plan (“EIP”) offering, with monthly payment of $per monthBy purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, and the anti-theft feature has been removed from the deviceT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on June 22, 2017, and a replacement handset was sent to a T-Mobile retail location to complete
Regretfully, Ms***’s warranty exchange was not completed and on July 15, 2017, the order was cancelledFollowing a conversation with our Customer Care the same day, a second warranty exchange was processed, and sent to a retail location to completeUnfortunately, on July 21, 2017, T-Mobile records indicate Ms***’s attempt to complete the warranty exchange was again not completed as the anti-theft feature was not removed from the handset
In an effort to resolve Ms***’s concerns, and as a one-time courtesy, T-Mobile offered to send an LG Stylo Plus handset at no cost, as a replacementThis offer was acceptedPlease note that T-Mobile did not request the return of the non-working LG Stylo Plus handset, and Ms*** was advised that she will continue to be billed the monthly EIP payments for the replacement handsetAs an additional courtesy, T-Mobile offered a credit in the amount of $toward the billed charges of the mobile number ending As of the date of this letter, Ms***’s account reflects a balance of $with a due date of August 19,
T-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ronnie A***
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
For the record, the business applied a credit of USD not 276! I believe it was a glitch!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

August 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re:
*** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 20, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile regrets any concerns Ms*** may have experienced in regards to her broken handset. It is important to note that Ms***’s handset was covered by *** *** *** as she had opted into adding the JUMP! feature to her account on October 12, 2013. This feature includes Premium Handset Protection (PHP) which provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions. Please note that *** *** *** and T-Mobile are separate companies, each with separate policies.
On June 18, 2014, T-Mobile placed a PHP block on Ms***’s mobile number ending in ***, at *** *** ***request. This block was effective until April 20, 2015, and was added to Ms***’s account due to a second claim being fulfilled with *** *** ***in a twelve month period
T-Mobile records indicate that on September 16, 2014, Ms*** filed an additional PHP claim with *** Solutions, Incfor her Sony Experia Z1S handset. Ms***’s claim was denied due to her meeting the maximum number of claims in a twelve month period. Records also indicate that on September 20, 2015, Ms*** requested the removal of the JUMP! feature from her account.
According to manufacturer specifications, provided by Sony, the Sony Experia Z1S is water and dust resistant, and therefore, not water and dust proof. Therefore, T-Mobile is not responsible for physical or liquid damage that may have occurred to Ms***’s handsets while in her possession. T-Mobile records also indicate that as of September 7, 2014, Ms*** has been utilizing an Alcatel One Touch Fierce Slate handset
Nevertheless, in an effort to amicably resolve the matter, T-Mobile will process an in-house claim for Ms***. We will send Ms*** a certified pre-owned Sony Experia Z1S handset, for the predetermined deductible amount of $150.00, to be applied to the following billing statement. As *** *** *** maximum claim block has expired, T-Mobile recommends that Ms*** re-add the PHP insurance for $per month to her T-Mobile account, to cover any future lost/stolen, physical or liquid damaged handsets. Please note that PHP can only be added to a line of service within days of activation, exchange or upgrade of a handset.
Should Ms*** accept our offer, she will be required to return her damaged handset within seven days of receiving the replacement handset at the address below, or a non-return fee of up to $250.00, may be charged to her account
Executive Response
Attention: Diana J***
*** *** *** **
Albuquerque, NM
If Ms*** would like to accept this offer she may contact me directly at the number below within days of this letter. 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 *** *** ***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

September 15, 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 10, 2017, regarding the above-referenced account. We regret any concerns Ms*** has in regards to her experience with a non-T-Mobile device on our network. Please be advised that on September 11, 2017, we spoke with Ms*** and confirmed that she is using a non-T-Mobile branded LG K535n device. It should be noted that while an unlocked LG K535n device from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked LG K535n device worked on our network; however, certain advanced features may work sporadically or not at all. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, please note that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. We regret any inconvenience Ms*** has 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 Daniel R*** Executive Response

September 12,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above-referenced account
We regret any inconvenience to Ms*** regarding her account balance and the status of her refund request and we appreciate the opportunity to address her concerns
T-Mobile records indicate Ms*** had four lines of service and was enrolled in our Simple Choice Family Match Unlimited Text, Text and 10GB of Data rate plan at $per month for the first two lines of service and $per month for each additional line plus taxesPlease note, Ms***’ account was billed by a system known as “bill current”This means that charges for Ms***’ rate plan were billed in advance of the service being provided and become due within that billing cycleMs***’ billing cycle started on the 5th of the month and closed on the 4th of the month after and had a due date of the 25th of the month prior to the start of the new bill cycleFurther review confirms Ms*** was enrolled in our Autopay automatic payment option with a credit card of her choice which drafted her monthly payments two days prior to her due date
Regrettably, on June 24, 2017, Ms*** cancelled her account by porting out all of her mobile numbers to different service providerAs such, Ms***’ payment of $for the services through July 4, 2017, was automatically drafted on June 23, 2017, as stipulated per her Autopay termsHowever, as Ms***’ account was cancelled during an active billing cycle, the charges were prorated down to $which left a credit balance of $After, on July 24, 2017, Ms***’ account was assessed a non-return fee of $for a 4G LTE Mini Tower device as we did not receive the devicePlease note that the 4G LTE Mini Towers are T-Mobile owned devices and if not returned upon cancelation of service, there is a non-return fee of up to $assessed to the account
As Ms***’ account had the credit balance of $15.38, this was used towards the non-return fee which left a revised balance of $due on August 25, As Ms*** was still subscribed to our Autopay option, the payment of $was remitted from her credit card on August 23,
Further review confirms T-Mobile is in receipt of Ms***’ 4G LTE Mini Tower and as such, on September 5, 2017, T-Mobile approved Ms***’ refund in the amount of $in the form of prepaid cardPlease note, T-Mobile offered the option to have the funds directly transferred to Ms***’ bank account; however she declinedMs*** was advised her refund may take up to ten business days for processing and delivery and her account remains cancelled with a zero balance
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
Sal O***
Executive Response

December 15, 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 13, 2016, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr***’s satisfactionT-Mobile sincerely regrets any concerns Mr*** has experienced regarding his accountT-Mobile records confirm that on October 23, 2015, Mr*** participated in T-Mobile’s JUMP! on Demand which is a month equipment leasing programMr*** leased an Apple iPhone 6s Plus on October 23, 2015, and agreed to monthly installments of $for the deviceWhen Mr*** cancelled his account on October 27, 2016, Mr***’s remaining lease payments became due as well as the purchase option price for a total charge reflected on the billing statement dated November 21, 2016, in the amount of $including taxesIn regards to Mr***’s concerns regarding his Apple iPhone Plus, T-Mobile records confirm the device was leased using T-Mobile’s JUMP! on Demand program on October 25, 2016, with monthly lease installments of $As Mr***’s service was cancelled and the equipment was not returned, the remaining lease payments and purchase option price for the device became due for a total charge reflected on the billing statement dated November 21, 2016, in the amount of $including taxesPlease note that Mr*** would have had to return the equipment within days of cancellation to avoid paying the purchase option price for his equipmentAdditionally, Mr*** would still be responsible for all the remaining lease payments after equipment returnT-Mobile regrets any confusion regarding this processNevertheless, in an effort to amicably resolve this matter on December 13, 2016, T-Mobile applied credits totaling $1,for the Apple iPhone Plus and Apple iPhone 6s device charges on the accountMr***’s account now reflects a zero balanceUpon 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

September 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your
correspondence dated September 7, 2016, regarding the above file number and calls received by a number ending in ***As a matter of strict company policy, T-Mobile does not initiate telephone solicitations to anyone other than current customers, nor do we hire or authorize any other person to do soIn addition, we specifically prohibit our independent dealers from engaging in outbound telemarketing on T-Mobile’s behalf without T-Mobile’s express consent or permission - which we have never givenIn addition to expressly prohibiting this practice, we remind and educate our independent dealers and enforce our policy by terminating those found violating this prohibitionWe believe that any violation of our prohibition on outbound telephone solicitations is a very serious matter, because the calls are illegal and have the potential to damage T-Mobile’s reputation with potential customersFor this reason, and because of our desire to advance the investigation, T-Mobile has attempted to identify the parties who may have made the calls referenced in the alleged complaintWe have been unable to locate a current or former T-Mobile account for the phone number ending in ***We also confirmed that this contact number provided by Mr*** does not appear as the home contact number for any existing T-Mobile customerIf Mr***’s phone numbers were placed in a customer account it could potentially result in a call from T-MobilePlease note Mr*** may also report unwanted calls (i.etelemarketers, etc.) via registering his number on the FTC's do-not-call list at www.donotcall.gov or file a complaint with the FTCBased 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, INCKimo C*** Executive Response

March 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 March 16, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets any inconvenience Mr*** has experienced regarding his recent purchaseT-Mobile records confirm that on September 21, 2016, Mr*** upgraded to an Apple iPhone Plus 128GB device using the Equipment Installment Plan (“EIP”) offeringMr*** was required to remit a down payment in the amount of $and agreed to monthly installments of $
As part of the Apple iPhone Trade Up offer, Mr*** was required to trade in his Apple iPhone Plus device in acceptable condition and, upon receipt and verification, he would receive credits totaling $Regretfully, Mr*** did not qualify for the promotion as T-Mobile has no record of receiving his equipment
Nevertheless, in an effort to amicably resolve this matter, on March 22, 2017, T-Mobile applied a credit in the amount of $for the remainder of the EIP balance for the Apple iPhone BlackFurthermore, T-Mobile applied a credit in the amount of $toward the account balanceThese credits represent the total $Mr*** would have received for the promotional offerPlease note the remaining EIP for the equipment reflects zero and Mr***’s account balance reflects $for the remainder of the charges reflected on the billing statement dated March 7, Upon speaking with Mr***, he accepted this as resolution to his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

May 25, 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 May 14, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with Ms***, she confirmed that T-Mobile had resolved this matter to her satisfactionT-Mobile regrets any inconvenience Ms***’ may have experienced with our exchange program and recent offerT-Mobile records indicate that on January 2, 2014, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note deviceEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBy purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on January 4, It is important to note that on April 20, 2016, Ms*** contacted T-Mobile customer care as her replacement Samsung Galaxy Note handset was experiencing technical difficultiesAs a one-time courtesy, Ms*** was offered to have the Samsung Galaxy Note handset upgraded to a Samsung Galaxy Note at no costPlease be advised that an account must be in good-standing prior to placing a handset orderAs the account reflected an outstanding balance of $127.80, as an additional courtesy T-Mobile issued an account credit totaling $as to waive the account balanceUnfortunately, due to an inadvertent error, the order for the Samsung Galaxy Note handset was not successfully processed until Ms***’ next call on April 22, Please note that in order to avoid having Ms*** pay a down payment towards the handset, the $down payment and applicable taxes were billed to the following billing statementUpon review of the account and Ms***’ correspondence, T-Mobile has ensured that the $down payment and applicable taxes for the Samsung Galaxy Note were waived from the accountAdditionally, the remaining EIP balance of $for the Samsung Galaxy Note device was waived from the accountAs of the date of this letter, Ms***’ account reflects a $balancePursuant to a conversation with Ms***, she confirmed that this matter had been resolved to her satisfactionT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCAlberto V*** Executive Response

August 11,
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 July 31, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr***, we have been able to resolve his concerns to his satisfaction
T-Mobile regrets any concerns Mr*** experienced regarding his replacement deviceIt is important to note that T-Mobile records confirm that Mr*** is subscribed to a Device Protection program on his number ending in Device Protection is an optional service that provides mechanical breakdown replacements, insurance coverage for accidental damage, and lost/stolen protection for a monthly costThe provider of this service is Assurant SolutionsIt is important to note that as a result of the provider of the service being a separate entity from T-Mobile, T-Mobile is not informed on replacements being new or refurbished devices prior to them being sent through as an insurance claim, and if a device is received damaged the matter needs to be addressed with Assurant directlyT-Mobile records reflect that Mr*** filed an insurance claim on July 28, for his Apple iPhone 6S 64GB Rose Gold device
T-Mobile contacted Mr*** on August 11, 2017, and in an effort to amicably resolve the matter, offered to send him a brand new Apple iPhone 6S 64GB in exchange for his replacement received through the insurance as a gesture of goodwillMr*** has been asked to send his iPhone to our office at the following address:
T-Mobile USA, Inc
Attn: ECR A***
Menaul BlvdNE
Albuquerque, NM
Mr*** has been advised that as a result of providing an exception to policy for the replacement, he will be responsible for out-of-pocket expenses to return the device, but has been issued a $one-time bill credit for the cost to use a reputable shipping provider with a tracking number, leaving his account active with a credit balance of $which will apply to his next billing statement that will generate on or around August 14, Mr*** was informed that the device will arrive to the address he provided me within seven business daysPursuant to our conversation, Mr*** considers the matter resolved, and has no further concernsT-Mobile regrets any inconvenience to Mr***, and we appreciate his business
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
Adrianne F*
Executive Response

September 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Prepaid Number: XXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced prepaid number. T-Mobile regrets any concerns Mr*** has regarding a refund. T-Mobile records confirm Mr*** activated T-Mobile Prepaid service on October 14, 2016, and subscribed to the Unlimited Data & International Text 5GB Data $monthly rate planIn review of Mr***’s T-Mobile account on July 4, 2017, a onetime refill in the amount of $was applied to Mr***’s account for his monthly services. It is important to note that on August 4, 2017, T-Mobile applied a onetime credit in the amount of $for monthly services charges through September 3, 2017. In addition, on August 15, 2017, Mr*** contacted our Customer Care department regarding coverage concerns and requested compensation. As such, T-Mobile applied a onetime courtesy credit in the amount of $Please be advised that on August 22, 2017, Mr*** contacted our Customer Care department and requested a refund for the $account balance. Mr*** was advised as the current account balance of $was applied a courtesy credits they cannot be refundedPlease note per T-Mobile’s Terms and Conditions which can be found at www.T-Mobile.com, Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances, lost or stolen prepaid cards, or couponsIn order to amicably resolve Mr***’s concerns, T-Mobile has agreed to send Mr*** a prepaid Master Card in the amount of $30.00, leaving Mr***’s account with a zero balanceMr*** should allow between three to five business days to receive the prepaid card. 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 Christopher P*** Executive Response

July 18, 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 July 5, 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 accountWe sincerely regret that Mr*** was concerned with our previous response to your office, but we thank him for bringing this matter to our attentionPlease note that in reviewing T-Mobile records concerning Mr***’s warranty exchanges, we confirm that the exchange handsets reflect as having been delivered to Mr***’s chosen retail location but were subsequently returned to T-Mobile’s warehouse due to the fact that allotted pickup time was expiredHowever, please note that customers have 14-days to pick up their warranty replacement devices from a T-Mobile retail location, and as such Mr***’s warranty handsets should not have been returned to T-Mobile so quicklyWe regret that Mr*** was unable to pick up his replacement handsets in-store, and are committed to determining how this inadvertent error occurred in order to ensure a better warranty exchange experience in the futureWe regret any inconvenience that Mr*** experienced regarding this matter, and are pleased that we were able to resolve Mr***’s handset concerns with an alternative replacement handsetBased 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, INCKayla J*** Executive Response

Revdex.com:
Good morning, An executive assistant from t-mobile contacted me yesterday and we went over everything and then she called back again with the steps they’re going to take to insure the security of my accountI appreciate their quick response and I think we
can close this complaint favorably Thank you, *** ** *** Billing Specialist *** *** *** ** ***
*** ***
*** PRIVILEGED AND CONFIDENTIAL: This electronic message and any attachments are confidential property of the senderThe information is intended only for the use to the person to whom it was addressedAny other interception, copying, accessing, or disclosure of this message is prohibitedThe sender takes no responsibility for any unauthorized reliance on this messageIf you have received this message in error, please immediately notify the sender and purge the message you receivedDo not forward this message without permission

April 13,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have regrettably proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets any concerns Ms*** experienced regarding his accountAs indicated in our February 23, response, our records confirm that on August 22, 2016, Mr*** activated the above-referenced account, with the mobile internet line of service ending in ***Mr*** selected our Simple Choice No Credit Check account type, and subscribed to our North America Mobile Internet GB rate plan at $monthly before taxesIt is important to note that pursuant to T-Mobile policy, customers who select our Simple Choice No Credit Check account type are required to subscribe to our paperless billing serviceCustomers with paperless billing are required to register at http://www.myT-Mobile.com to view their monthly billing statementsCustomers will receive text and email notifications when their monthly billing statement is available
In Mr***’s correspondence, he indicated that he has been unable to complete the registration indicated above, and was unable to receive the monthly billing notificationsT-Mobile recommends that Mr*** contact Customer Care for assistance in completing the registration to the T-Mobile.com websiteAlternatively, as offered in our March 17, response, Mr*** may explore options to convert his account to our postpaid service, where he would not be required to subscribe to paperless billingPlease note that to migrate to postpaid service, Mr*** will be required to complete a credit check and qualify for service, and may be required to remit a deposit to complete the migrationT-Mobile recommends that Mr*** temporarily remove any blocking that may be in effect for his credit history prior to applying for postpaid serviceIf Mr*** would like additional information regarding the activation of postpaid service, he may contact me directly at the number below, or contact Customer Care at 800-937-
In an effort to amicably resolve Mr***’s concerns, on April 3, 2017, T-Mobile issued a credit to his account in the amount of $for the current balance owedMr***’s account remains active, with a zero balance at this timeT-Mobile regrets any inconvenience Mr*** may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
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 me.This could have been resolved by customer service and without the Revdex.com's involvement so I'm disappointed in that but what I requested as a resolution was honoredThe explanation from T-Mobile is still a bit confusing in that payments are not applied in real timeAs such, even though I got confirmation that my EIP was paid off, I'm suppose to know that I will still have a charge on my next bill? No customer would presuppose this and certainly would have a problem paying after receiving confirmation that something is paid offI think T-Mobile should make there billing procedure clearer.With that said, I'm satisfied to pay $for the current and future bills as a part of the T-Mobile One billing plan and I'm happy this issue was resolved.
Sincerely,
*** ***

November 11,
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 November 3, 2016, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms*** may have experienced attempting to reach our officesPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile made every effort to address her concerns within our previous correspondence to your offices dated November 1,
Please be advised that we have made attempts to contact Ms*** at the contact information provided in her correspondence to your office on November 10, and November 11, which have also proven unsuccessful
Ms*** may contact me back directly at my below contact information should she wish to further discuss her concerns regarding her account
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
Christopher R***
Executive Response