T-Mobile Usa Inc

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

March 29,
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 March 22,
Regretfully, with the information available, T-Mobile is unable to discern the specifics of Mr**’s disputeAs Mr**’s account information was not provided T-Mobile was unable to further investigate his concerns
Please note T-Mobile reached out to Mr** at the contact number provided on his correspondence to your agency but he was unable to provide his account informationWe request that Mr** contact me directly at the number below to discuss this matter when he has his account information available so T-Mobile can further review 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

August 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 August 8, 2017, regarding the above-referenced account
We regret any concerns Ms*** has experienced recently regarding the billing on her T-Mobile accountMs***’s account has two lines of service under our promotional taxes included T-Mobile ONE All In for $per month for two lines of serviceAdditionally Ms*** is subscribed to the optional JUMP! with PHP feature for $per month, per line of serviceTherefore Ms***’s monthly services charges are $per monthMs*** also has four active Equipment Installment Plans (“EIPs”) for a handset and accessories that were purchased and are billed out monthly at $per monthWith the EIPs, Ms***’s billing statement should reflect $per month
Upon further review our records indicate that Ms***’s account has carried a past due balance dating back to the December 8, billing statement, which has caused Ms***’s monthly billing statements to be higher than expectedT-Mobile has reviewed the last six months of Ms***’s account and we found that Ms***’s account has been suspended three timesIt should be noted that if the account is suspended, once reinstated customers are assessed a $restore from suspend fee per line of service, along with late fees and applicable taxesAs Ms***’s account has been suspended and resumed she has been assessed restore from suspend fees on three occasions along with monthly late fees and associated taxes
Furthermore on July 25, 2017, Ms*** made a payment of $134.77, which was subsequently returned unpaid and she was assessed a returned payment fee of $On August 14, 2017, T-Mobile applied courtesy credits of $for valid restore fees and late fees which reduced Ms***’s balance to $389.22, of which $is past dueT-Mobile has determined Ms*** is being billed accurately and no further compensation is warranted
Finally, Ms*** has a pending payment arrangement in which $will be drafted from her credit card on August 24, 2017, and once processed and posted will reduce the outstanding balance owed to T-MobileWe encourage Ms*** to log in to her account at www.T-Mobile.com where she can view and manage her billing statements and payments and set up payment arrangementsMs*** can also dial #225# and ‘send’ from her T-Mobile handset to check on her balance due along with the last payment that posted to 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 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

iI I just found that it was a error and I am letting you know that I will not want any of promotion in the future forgive T-Mobile. 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, *** ***

August 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 July 31, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that on this same date, we spoke with Mr*** and he confirmed that his concerns have been resolved to his satisfactionT-Mobile records reflect that Mr*** purchased a Samsung Galaxy Sdevice kit on June 14, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement 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 damageOur records confirm that MrRodger’s equipment is no longer covered by the Limited WarrantyT-Mobile offers customers who purchase new equipment or exchange equipment under warranty the option to add our Premium Handset Protection (“PHP”) feature within days of the transactionPHP is a service that provides an extended warranty beyond the manufacturer’s Limited WarrantyPHP also includes insurance coverage for accidental damage, loss or theftAny PHP insurance claims require the payment of a deductible for a replacement device, which is based on the device modelThis insurance is administered by *** ***T-Mobile records indicate that Mr*** is not subscribed to PHPAs such, he is not eligible to file an insurance claimNevertheless, in an effort to amicably resolve this matter, T-Mobile filed an in-house claim for Mr*** wherein he agreed to pay a $deductible in order to receive a replacement Samsung Galaxy Sdevice through our Handset Upgrade ProgramT-Mobile records further confirm that Mr*** replacement equipment was delivered to his billing address on August 3, Mr*** is not required to return his non-working Galaxy Sdevice and should consider recycling the deviceT-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 *** *** *** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response

June 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 June 15, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we spoke to Mr*** *** and he confirms that is issues have been resolved to his satisfaction
T-Mobile regrets any inconvenience Mr*** *** has in regards to the billing on his T-Mobile accountT-Mobile’s records indicate that Mr*** *** ported out the line ending in *** and *** on March 19, However, upon further review of Mr*** ***’s account T-Mobile was unable to locate any records indicating that he contacted our Customer Care department to cancel the mobile number ending in ***Therefore Mr*** ***’s account remained active and available to use until May 25, 2017, when the account was canceled pursuant to his requestBased on this information Mr*** *** was billed in accordance to his selected rate plan and features for services through May 25,
In reviewing the account T-Mobile records confirm between January 30, 2017, and March 29, 2017, payments totaling $increased the account balance to a credit of $On February 24, 2017, Mr*** ***’s billing statement was provided reflecting a credit balance of $On March 29, Mr*** *** remitted a payment of $which brought his credit balance to $On April 2, 2017, Mr*** ***’s payment of $which he remitted on February 23, 2017, was returned to T-Mobile as unpaidAs such on April 2, 2017, Mr*** ***’s billing statement was provided reflecting an outstanding balance of $
Payment was not received for the balance of $and therefore the balance was carried forward to the following billing statementOn April 27, 2017, Mr*** ***’s billing statement was provided reflecting an outstanding balance of $Between April 21, and May 20, 2017, credits totaling $were applied toward the account updating the balance to $Since Mr*** *** did not remit payment this balance was carried over to the billing statement which was provided on May 25,
Further records confirm that on June 13, 2017, Mr*** *** remitted a payment of $updating the balance to $Mr*** ***’s account remains canceled with an outstanding balance of $which includes monthly access charges and taxes for services from March 21, 2017, through May 20,
In an effort to amicably to resolve this issue we applied a credit of $toward the accountAs an additional courtesy T-Mobile will follow up on the account after the final billing statement has generated on June 21, 2017, and apply credit to bring any remaining balance to zeroTherefore, Mr*** ***’s account will remain closed 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
Nicole C***
Executive Response

August 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 a letter dated August 1, 2017, regarding the above-referenced account number. Please be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account T-Mobile regrets any inconvenience to Ms*** regrading her recent contact with Assurant Solutions IncUpon review, T-Mobile has confirmed that this is not a T-Mobile complainant but an Assurant Solutions Inc(“Assurant”) complaint as Ms*** conveyed in her correspondence to your office. As such, we respectfully request that you forward this correspondence to Assurant for investigation and response 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 Maggie R*** Executive Response

August 4, 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 29, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms*** satisfactionT-Mobile regrets any concerns that Ms*** has experienced regarding her recent accessory purchasesOur records indicate that on May 28, 2016, Ms*** visited a T-Mobile retail location and utilized T-Mobile Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note handset, as well as three accessories, including a Samsung Wireless Charger, Beats Powerbeats, and a Samsung Note OtterboxPlease note that Ms*** was not required to remit any down payment, but was asked to pay taxes up front, and agree to monthly installments of $for the handset and $for the accessoriesUpon receipt of this correspondence, T-Mobile contacted Ms*** to discuss this matter, and Ms*** indicated that she has been given the opportunity to return the three accessories outside of the 14-day return period, and she had since returned the accessories and was currently awaiting credit for the itemsPlease note that T-Mobile confirmed the return of Ms*** accessories, and issued a credit to her account in the amount of $for the previously billed accessory payments and taxes paid at time of purchase, as well as removing the remaining EIP balances for the accessoriesMs*** accepted this offer as resolution in full to her concernsWe sincerely regret 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, INCKayla 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 meSincerely, *** ***
The question remains as to why T-Mobile continuously cuts me off from internet access

May 4,
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 24, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience to Ms*** regarding our Carrier Freedom promotion, her refund request and the final balance on her T-Mobile accountWe likewise regret losing Ms*** as a T-Mobile customer
Please be advised that with Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs, up to $per line, as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesAs can be expected, there are several requirements must be met in order to be approved for this offer
Our records reflect that on January 5, 2017, Ms*** activated her account and took advantage of the JUMP! On Demand lease program (“JOD”) by obtaining four iPhone gigabytes (“GB”) devices which required a capital cost reduction payment of $including taxesRegretfully, on January 30, 2017, the account was canceled
Upon receipt of Ms***’s correspondence from your office, we confirmed that on February 14, 2017, the above mentioned iPhone devices were returned to T-Mobile and their associated JOD lease were closed and creditedHowever, any recurring monthly charge billed on the account through service cancellation remained valid and owed
The final revised billing statement on the account dated April 7, 2017, had a balance of $which consisted of monthly recurring charges, applicable taxes and fees billed from January 5, 2017, through January 30,
In an effort to amicably resolve this matter, on April 29, 2017, a refund in the amount of $for the capital cost reduction payment was approved by T-Mobile to the original purchase methodPlease allow up to five business days for the funds to reflect on Ms***’s original payment methodAdditionally, T-Mobile issued a credit of $for the final balance on the account, leaving the account closed with a zero balanceFurthermore, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms*** credit report to reflect the change
Upon speaking with Ms*** on May 3, 2017, she stated that the refund amount needed to be $Therefore, T-Mobile requested that Ms*** provided an unaltered copy of the credit card billing statement reflecting the amount being withdraw for the capital cost reduction paymentMs*** may email the requested to Aika.A***@T-Mobile.com or fax to 505-998-Upon receipt, T-Mobile will review the documentation and if applicable, provide Ms*** a refund for the difference
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

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated July 7, 2016, regarding the above-referenced accountWe are sorry to hear that Mr*** had concerns with our JUMP! On Demand (“JOD”) programOur records confirm that on April 19, 2016, Mr*** elected to trade in his Samsung Galaxy Note handset which was leased on our JOD program, close it out, and lease a new Samsung Galaxy SEdge on JODAt that time Mr*** traded in his Samsung Galaxy Note and the JOD for this handset was closedUpon further review, it appears that Mr***’s concern is with an equipment non-return fee on his most recent billing statement, and not his JOD leaseOn April 11, 2016, Mr*** processed a handset exchange for his non-working Samsung Galaxy Note Mr*** was advised to ship the non-working Samsung Galaxy Note handset back to T-Mobile; however, our records confirm that the device was never receivedAs such, Mr*** was billed a non-return fee in the amount of $on his June 14, 2016, billing statementIt is our position that Mr*** was billed accuratelyNevertheless, in an effort to amicably resolve this matter, on July 8, 2016, T-Mobile issued a credit to Mr***’s account in the amount of $for the non-return feeAfter the bill credit, Mr***’s account reflects a zero balanceT-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, INCTaylor B*** Executive Response

Revdex.com:
From: *** *** [mailto:***@twc.com]
Sent: Monday, September 26, 5:AM
To: Complaints
Subject: Resolution refund received
Good morning,
I have received the resolution prepaid gift card from T-MobileThanks you for your help. This complaint #*** can now be closed. Have a good day! *** ***

April 17,
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 3, 2017, regarding the above-referenced accountT-Mobile regrets any concern that Mr*** has experienced regarding his T-Mobile account
T-Mobile appreciates the opportunity to respond to Mr***’s remaining concerns related to the billing on his T-Mobile accountOur records reflect that Mr*** activated his service on December 22, 2015, with a non-T-Mobile branded device
It should be noted that while an unlocked 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 carriersFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile attempts basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limitedOnce our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device
Regretfully, as Mr***’s unlocked handset was unable to be utilized with our network, he attempted to take advantage of the Samsung Year End Galaxy $to $JUMP! On Demand (“JOD”) promotion
Our records reflect that Mr*** met all of the requirements for Samsung Year End Galaxy $to $JOD Offer which provided monthly bill credits over the 18-month leash period equal to the $promotional valueT-Mobile applied a $credit as one lump sum credit due to an inadvertent error with promotional credits not being applied monthlyMr*** was also provided with an additional credit, in an effort to amicably resolve his concerns, totaling $Therefore, Mr*** has received a total credit in the amount of $As such, it is T-Mobile’s position that Mr*** has received the promotional offering in fullT-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
Sharon B*** Executive Response

Complaint: ***
I am rejecting this response because: I agreed to the proposal that the Adrian presentedI explained that due to many failed promises from the company over the course of months, once I verify that the remaining installments of each line as well as any prorated fees are refunded, I will then request the case to be resolvedAt this point only a conversation was had
Sincerely,
*** ***

August 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 August 1, 2017, regarding the above-referenced account. T-Mobile regrets any concerns that Ms*** has experienced with her account with regards to her final billing statement reflecting different numbers for her handsets. T-Mobile records confirm that on October 26, 2015, Ms*** purchased a Samsung Galaxy SGB Gold handset and was assigned to mobile number ending in ***; however it was being used on mobile number ending in *** with IMEI ending in *** from October 26, through March 11, 2017. On April 30, 2017, the mobile number ending in was cancelled by T-Mobile per request from Ms*** through our Customer Care. The remaining balance for the Samsung Galaxy SGB Gold handset was $ On June 25, 2016, T-Mobile records confirm Ms*** purchased a Samsung Galaxy SEdge GB Silver handset and assigned it to mobile number ending in ***; however it was being used on mobile number ending in with IMEI ending in *** from June 25, through March 11, 2017. On March 12, 2017, T-Mobile records also confirm the mobile number ending in 5131was cancelled by Ms*** when she completed a port out to another service provider. The remaining balance for the Samsung Galaxy SEdge GB Silver handset was $420.00. On the same day T-Mobile records confirm Ms*** also purchased a Samsung Galaxy Note 32GB Black handset assigned to mobile number ending in 2819; however it was being used on line *** with IMEI ending in *** from September 24, through March 11, 2017. On March 12, 2017, T-Mobile records also confirm the mobile number ending in *** was cancelled by Ms*** when she completed a port out to another service provider. The remaining balance for the Samsung Galaxy Note 32GB Black handset was $ Please be advised that upon cancellation of all mobile numbers on the account the remaining balances of these three handsets were billed to the final billing statement dated May 6, 2017. T-Mobile spoke with Ms*** on August 11, 2017, and offered to forward a copy of this letter to her, Ms*** agreed and was satisfied with the resolution we presented to her. T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Belen L*** Executive Response

Complaint: ***
I am rejecting this response because: Everything Mr T*** said is correct regarding our Dec 1st phone call, however, as of today, Dec 8th, the refund has not yet been returned to our bank account
Sincerely,
*** ***

May 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 12, regarding the above-referenced account
T-Mobile is always working to improve its coverage, and we are sorry to hear that service did not meet Ms***’s needs and that she has cancelled her service with usOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms*** should expect moderate coverageAs Ms*** can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day
T-Mobile records indicate that Ms*** was subscribed to our T-Mobile ONE plan for two lines of service at a cost of $monthlyThis cost would have been reduced to $monthly had Ms*** enrolled in our Autopay feature which offers a $discount per line of serviceMs*** also subscribed to our optional Premium Handset Protection on her mobile number ending in at a cost of $monthlyFurthermore, Ms*** qualified for and took advantage our Equipment Installment Plan (“EIP”) with the purchase of two LG Aristo handsets at a cost of $and a Samsung Onhandset also at a cost of $Ms*** paid $at signing for each of these devices and agreed to monthly installments of $
However, in an effort to amicably resolve the matter, on May 16, 2017, T-Mobile credited the balance due for services received and EIP charges totaling $Ms*** has made no payment to T-Mobile for service or EIP chargesThe account remains closed with a zero balanceAdditionally, Ms*** may retain the handsets purchased from T-Mobile though the remaining balance was not satisfiedThey have been unlocked from the T-Mobile network and may be used at any carrierT-Mobile would respectfully decline Ms***’ request for additional compensationWe 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
David T***
Executive Response

Complaint: ***
I am rejecting this response because: I don't agree with this at all I received a letter stating I could return the devices to a store not mail them in and I just received the letter I will rerun them to the store and you can give me another balance due, I will be returning them this week in perfect condition, I see what the final balance is at that time and we'll go from thereI'm soooo disappointed in T-Mobile then you send me a letter stating if I come back you'll waive all cancellation fees you must be kidding
Sincerely,
*** ***

February 5, 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 January 31, 2017, regarding the above-referenced account. T-Mobile regrets that Mr*** experienced concerns with the coverage in and around his home and with his final billing statement. T-Mobile records indicate that Mr***’s account was activated on December 26, with two lines of service and the account was subscribed to our T-Mobile ONE rate plan for $per month for two lines of service. Mr***’s account was billed in advance with our Bill Current system. Mr***’s billing period ran from the 27th of the month through the 26th of the following month and payment was due by the 19th. We regret any coverage issues Ms*** experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Mr*** address of record is located in a good T-Mobile coverage with LTE and LTE bands available and service has been working on the towers that he registered to without issue. Not all handsets will work well in this area due to the type of signal that is available to this location and a customer will need handsets that support the LTE or LTE bands to receive efficient signal at this location T-Mobile records confirm that Mr*** canceled his account on December 29, 2016, when he ported his mobile numbers to another service provider. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr*** was billed through January 26, 2017. When Mr*** account was cancelled, a $credit was issued to his account for the coverage equipment deposit. Mr***’s final balance totaled $for services billed from December 27, through January 26, 2017. Please be advised that if Mr***’s handsets were not T-Mobile branded handsets, we were not involved in locking his handsets. T-Mobile records do not indicate that we locked the handsets that Mr*** was using as they were not purchased by him from T-Mobile. As a gesture of goodwill, on February 1, 2017, T-Mobile issued credits to Mr***’s account for the final balance. Mr***’s account is closed with a zero balance. T-Mobile appreciates that Mr*** joined T-Mobile although we regret that the service did not meet his needs at this time; we hope we can assist him the future Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

July 12, 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 2, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced regarding his recent handset upgradeT-Mobile records confirm that Mr*** is subscribed to our JUMP! handset protection on his line of service ending in at $monthlyAs originally launched, the JUMP! feature provided 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 Equipment Installment Plan (“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 beginning six months after enrollmentIt is important to note that the traddevice must be in good working order at the time of the trade in to utilize the JUMP! upgradeIf the traddevice has sustained liquid or physical damage, a handset protection claim will be required to close the EIP, and a predetermined deductible will be requiredT-Mobile records confirm that on November 17, 2014, Mr*** utilized our EIP program to purchase a Samsung Galaxy Note Edge handset on the line of service ending in Mr*** was not required to remit a down payment, and agreed to monthly installments in the amount of $On September 26, 2015, Mr*** utilized his JUMP! handset upgrade, and traded in his Samsung Galaxy Note EdgeMr*** purchased a Samsung Galaxy Note on an EIPMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $Upon receipt of Mr***’s Samsung Galaxy Note Edge handset, it was determined to have sustained damage to the deviceAs such, a handset protection claim was required, with a deductible of $175.00, to complete the JUMP! upgrade and close the associated EIPOur records confirm that Mr*** did not remit payment for the deductible, and as such, the EIP for the Samsung Galaxy Note Edge remained activeIn an effort to amicably resolve Mr***’s concerns, on July 8, 2016, T-Mobile closed the EIP for the Samsung Galaxy Note Edge handsetAs such, Mr*** will no longer be billed monthly for the deviceAdditionally, on July 8, 2016, T-Mobile issued a credit to Mr***’s account in the amount of $290.00, which equals eight months of the billed EIP installmentsAs Mr***’s account had a balance owed at that time, his account remains active with a balance owed in the amount of $Please note that payment for this balance was due July 7, T-Mobile recommends that Mr*** contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owed and to prevent service interruptionT-Mobile regrets any inconvenience Mr*** may have experiencedBased 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, INCChris P*** Executive Response