T-Mobile Usa Inc

June 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 June 10, 2017, regarding the above-referenced accountPlease be advised that we have made several 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*** experienced regarding his accountOur records confirm that Mr*** activated his account on January 17, 2014, and currently has two active lines of service ending in *** and ***In Mr***’s correspondence, he indicated that he cancelled his T-Mobile service, and then returned his service to T-Mobile a short time laterOur records do not indicate that Mr*** has cancelled his T-Mobile service at any time since activation
Mr*** is currently subscribed to our T-Mobile ONE rate plan at $monthly for two lines of service, plus applicable taxesEach of Mr***’s lines of service are also subscribed to our JUMP! handset protection feature at $monthly for each line of serviceMr***’s monthly access charges are $before applicable taxesIt is important to note that the line of service ending in *** was activated on December 22,
Additionally, our records confirm that on May 16, 2016, Mr*** used our Equipment Installment Plan (“EIP”) program to purchase a Samsung Galaxy SEdge handsetMr*** remitted a down payment in the amount of $59.99, and he agreed to monthly installments in the amount of $for the device balanceMr*** used our EIP program once again on December 22, 2016, to purchase an Apple iPhone SE handsetMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $
Please note that Mr***’s account has carried a rolling past-due balance for at least the last monthsAs of Mr***’s December 22, billing statement, the account reflected a past due balance of $261.16, plus new charges of $for monthly access charges, monthly EIP charges, and applicable taxes, for a balance owed of $Mr*** remitted a payment in the amount of $on December 22, 2016, reducing the balance owed to $Payment for this balance was due January 13, Regrettably, a payment was not received by this date
Mr***’s January 22, billing statement consisted of a past due balance of $144.10, new monthly access charges in the amount of $included prorated monthly access charges as the *** line of service was activated mid-billing cycle, monthly EIP charges, and applicable taxes, bringing the balance owed to $Due to the past-due balance, on February 2, 2017, T-Mobile suspended the account’s ability to place outbound calls
As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedMr*** remitted a payment in the amount of $on February 2, 2017, and his service was restoredAccordingly, a restore fee in the amount of $plus tax for each line of service was assessed at that timeAt that time, the account balance was $
The February 21, billing statement had new monthly access charges in the amount of $Including the past due balance, the balance owed was $As the account reflected a past due balance, on March 4, 2017, T-Mobile once again suspended the account’s ability to place outbound callsOn March 5, 2017, Mr*** arranged to remit a payment in the amount of $on March 12, 2017, followed by a payment of $on March 26, Mr***’s service was restored, with a fee of $plus tax for each line of serviceRegrettably, the March 12, payment was not received
Mr***’s March 21, billing statement was in the amount of $for monthly access charges, monthly EIP, restore fees, and applicable taxes, bringing the balance owed to $Due to the past-due balance, on April 7, 2017, the account’s ability to place outbound calls was once again suspendedMr*** remitted a payment in the amount of $on April 9, 2017, reducing the balance owed to $631.23, and restoring the lines of service with a restore fee of $plus tax for each line of service
The April 22, billing statement was in the amount of $260.00, which including the past due balance of $621.23, updated the balance owed to $As the account reflected a past-due balance, on April 22, 2017, T-Mobile once again suspended the account’s ability to place outbound calls
Review of the account confirms Mr*** remitted a payment in the amount of $on April 23, 2017, and his service was restored with a fee of $per line of service plus taxHowever, T-Mobile issued credits to Mr***’s account for the restore fees and taxes at that timeMr*** then remitted a payment in the amount of $on April 30, 2017, followed by a second payment in the amount of $on May 12, 2017, reducing the balance owed to $The May 21, statement was in the amount of $for monthly access charges, monthly EIP, restore fees, and applicable taxes, bringing the balance owed to $
Regrettably, on May 25, 2017, Mr***’s payment of $remitted on May 12, 207, was returned to T-Mobile by his financial institution as unpaidA returned payment fee in the amount of $was assessed to the account, bringing the balance owed to $Due to the returned payment, on June 3, 2017, T-Mobile suspended the account servicesOn June 9, 2017, Mr*** remitted a payment in the amount of $106.00, and his services were restored, with restore fees in the amount of $per line plus taxes, and the account reflected a balance owed of $
In an effort to amicably resolve Mr***’s concerns, on June 22, 2017, T-Mobile issued a credit to his account in the amount of $183.68, for the remaining restore fees and taxes billed to the account since December 22, Mr***’s account remains active, with a balance of $at this timeT-Mobile recommends that Mr*** contact Customer Care at 800-937-or visits http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent further service interruptionT-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

June 23, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 13, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the account T-Mobile is pleased to report that we spoke with Mr*** and he has confirmed that his concerns have been resolved to his satisfaction.T-Mobile regrets any promotional concerns Mr*** has T-Mobile records indicate from March 29, through April 20, 2017, new and existing customers who pre-ordered a qualifying Samsung Galaxy S or Samsung Galaxy S Plus could get a free Samsung Gear VR with controller Please note, this promotional offer was honored through Samsung directly and customers were required to visit Samsung’s online website to redeem this offer As MrHidlgo states, he purchased his Samsung Galaxy Son April 23, 2017, which was outside of the promotional window As such, Mr*** and Ms*** were not eligible to take advantage of the promotionWe do regret that Mr*** was unable to take advantage of the limited time promotional offer. In an effort to amicably resolve Mr***’s concerns on June 6, 2017, T-Mobile applied a onetime courtesy credit in the amount of $ This credit was applied in effort to honor the preorder promotion for the Samsung Gear VR It is important to note that this credit resulted in a credit balance of $which will be applied to his next bill due July 11, T-Mobile regrets any inconvenience caused 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.Nicole C***Executive Response

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

October 5, 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 26, 2015, regarding the above-referenced file numberT-Mobile regrets any inconvenience Ms*** may have experienced in regards to her application for T-Mobile servicePlease note that in order to apply for T-Mobile service and per our Terms and Conditions, a credit check is required to complete the application processOur records confirm that Ms*** completed this application process on September 25, In an effort to amicably resolve Ms*** concerns, on October 2, 2015, T-Mobile instructed the credit bureaus to remove the credit inquiry to Ms*** credit reportPlease note that it may take up to days for Ms*** credit report to reflect thisT-Mobile regrets any inconvenience Ms*** may have experiencedPlease 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*** recent contact with our sales representativeBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCDiana J*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease note, I have attempted to reach out to Ms*** to advise that I would like to accept the credit of $on my account, but have not been able to reach her Ms*** has been very helpful with my issue and has offered a solution that I am satisfied with I would like to speak with Ms*** to confirm that the offered resolution has been processed on my account My complaint was addressed promptly and in a manner that makes me feel that T Mobile sincerely understands that the upgrade process was not explained clearly at the time that I requested an upgrade.Sincerely, *** ***

March 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 February 28, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced as to the billing of her accountT-Mobile records confirm that on December 15, 2015, Ms*** contacted our Customer Care team and requested a Change of Responsibility (COR)A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountPlease note that our records reflect that Ms*** requested a COR to be processed for her mobile numbers ending in ***, ***, and ***T-Mobile records confirm that Ms*** approved this CORAt that time, Ms*** was advised that the other users had to contact Customer Care within days to accept financial responsibility for the above-mentioned mobile numbersOur records indicate that the other users did not contact T-Mobile within that timeframe and as such, the COR could not be processedAs such, Ms*** would remain financially responsible for the entire accountT-Mobile records confirm that Ms*** contacted our Customer Care team on February 24, and canceled her accountMs*** account balance of $consists of monthly access charges from November 14, through February 24, As Ms*** did not request this cancellation until February 24, 2016, it is T-Mobile’s position that the account was billed properly, and that these charge are valid and owedNevertheless, as a courtesy to Ms*** and in an effort to amicably resolve this matter, on March 4, 2016, T-Mobile issued a credit in the amount of $to Ms*** account, thereby leaving the account closed with a zero balanceT-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, INCWilliam B*** 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
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,
*** ***

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

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, ** ***

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, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced accountT-Mobile records confirm that Ms*** has been listed as an authorized user by Mr***
T-Mobile regrets any coverage issues Ms*** may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
Our records indicate that the account was on the T-Mobile One Tax inclusive rate plan, which includes unlimited talk, text, and dataT-Mobile reviewed the billing statements from March 19, 2017, to June 18, 2017, and over the course of those three months, Ms*** used an average of minutes with calls as long as minutes, sent and received an average of 1,text messages and used an average of 13,megabytes (gigabytes) of data on mobile number ending in ***The mobile number ending in *** averaged minutes, 1,text messages, and 12,megabytes (gigabytes) of data over those three monthsThe mobile number ending in *** used an average of 1,minutes, text messages, and 9,megabytes (gigabytes) of dataAs such, it is T-Mobile’s position that Ms*** is able to utilize the service and we consider the charges to be valid
T-Mobile records indicate that on June 5, 2017, payment arrangements were made with Ms*** with regard to her outstanding balanceFurther, on June 9, 2017, Ms*** contacted T-Mobile to advise that she was unable to make the agreed upon paymentAt that time, the payment arrangement was extended until June 23, Please note that if a customer defaults on a payment arrangement that has been agreed to, collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agencyAs of June 25, 2017, no payment had been remitted and the services were suspended
Please be advised that T-Mobile no longer has service contracts; however, Ms*** does have devices under our Equipment Installment Plan (“EIP”)
T-Mobile records indicate that on February 18, 2017, Ms*** qualified for and took advantage of our EIP offering with the purchase of two LG AristoOn March 22, 2017, they took advantage of our EIP offering with the purchase of a Samsung OnEIP 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 monthly installments
All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments
In an effort to amicably resolve this matter, T-Mobile will accept the return of Ms***’s devices to our office in exchange for removing the remaining equipment balanceThe equipment must be returned to our office by August 17, Ms*** may return the devices to the address listed below:
T-Mobile USA, Inc
ATTN: Lauren L***
Menaul Blvd Ne
Albuquerque NM
Ms*** should include her account information with the equipment to ensure proper account creditWe 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
Lauren L*** Executive Response

Revdex.com:
My name is *** ***I filed a complaint against t mobile on July 3rd that I would like to cancelI worked with apple to solve the issues.*** ***

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

December 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated December 4, 2015, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channelsWe are sorry to hear of Ms***’s concerns regarding the online promotion of the Samsung Galaxy SEdge handsetLikewise, we regret any inconvenience associated with the refund of the Samsung Galaxy Shandset orderOur records confirm that on October 6, 2015, Ms*** purchased the Samsung Galaxy Swith 128GB of memory handset under the mobile number ending in *** for the retail price of $Our records further confirm that on October 17, 2015, Ms*** cancelled the mobile number ending in *** when she ported this mobile number to another service providerT-Mobile has reviewed the order of the Samsung Galaxy Swith 128GB of memory handset and on December 9, 2015, we found that the handset was successfully returned to T-MobileAs such, a refund of $was requested and will appear on Ms***’s original payment method within ten business daysBased 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, INCAida A*** Executive Response

June 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated May 18, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfactionWe regret any inconvenience Mr*** may have experienced while warranty exchanging his handsetT-Mobile records reflect that Mr*** purchased a Samsung Galaxy SBy purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device 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, such as broken or cracked plastics, LCD or internal parts, or liquid damageIf the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained charging port damage which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr*** at the time of the exchangeBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedHowever In an effort to amicably resolve this matter, T-Mobile has credited the out-of-warranty fee of $as as one time courtesyIt should be noted that this leaves an amended balance of $on Mr***’s 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, INCJames H*** 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

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, *** ***

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 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