T-Mobile Usa Inc

May 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 May 16, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letter
We regret any inconvenience Ms*** experienced regarding her accountMs*** is subscribed to our T-Mobile ONE rate plan, which for $130.00, provides the first two lines with unlimited talk, text, and data up to 4G/LTE speeds depending on device capabilityThe two additional lines added after the first two are each $per monthPlease note that Ms*** is also subscribed to device protection insurance on five of her linesDevice protection is a service that provides insurance coverage for accidental damage, and lost/stolen protection which varies in price from $to $depending on the device being usedMs*** is currently assessed $per month in device protection features
Ms*** has an active Mobile Internet line of service for an Apple iPad Pro, which for $a month, includes 2GB of high speed dataPlease be advised that Ms*** also has an Apple Watch device on our T-Mobile One Wearable plan for $monthly which includes unlimited talk, text, and data up to kbps depending on device capabilityBy having a voice line active on the account, Ms***’ Mobile Internet device and Wearable line, qualify for a $discount which brings the cost of the Wearable line to $a month and $for the Mobile Internet line of service
A review of the account confirms that Ms*** participated in our Equipment Installment Plan (“EIP”) offer for the following equipment:
• An Apple Watch
• An iPhone Screen Protector
• Two iPhone handset cases
• An iPhone 6s Plus screen protector
• A Handset Charger
• An Apple iPad Pro tablet
• An iPhone Plus 32gb device
• A Samsung Galaxy Sdevice
• An iPhone 32GB device
• A Samsung VR
• A Galaxy SEdge Case
• An iPhone Plus Screen Protector
• An iPhone Screen Protector
Based on the above equipment, Ms*** is currently assessed $monthly for EIP chargesIncluding monthly access charges, features, and equipment charges, Ms***’ services are estimated to be $monthlyIt is T-Mobile’s position that Ms*** has been billed in accordance with her selected services
After further research, it should be noted that Ms*** has incurred late payments fees, service processing fees, and restoral fees in the past which have impact the account balanceT-Mobile records indicate Ms***’s most recent billing statement dated May 4, 2017, for the billing period of May 5, 2017, through June 4, 2017, includes a balance of $The difference of $is due to insurance added to line ending in mid-billing cycle resulting in a prorated charge of $7.67, a late payment fee of $5.00, and a payment processing fee of $It is T-Mobile’s position that the $balance is valid and owed which had a due date of May 25,
T-Mobile provides a number of options for Ms*** to pay outstanding chargesCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with Customer Care
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
Thania R***
Executive Response

January 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 19, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records reflect that the account holder of record is *** *** and that *** *** has been designated as an authorized user of the accountWe are pleased to report that Mr*** concerns have been addressed and resolved to his satisfactionT-Mobile regrets any inconvenience that Mr*** has experienced regarding his handset and network management concernsWe appreciate that opportunity to respond to this matterT-Mobile records indicate that on July 12, 2016, Mr*** qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option of a Samsung Galaxy SEdge 32GB handsetJOD is a leasing option that allows eligible customers to obtain handsets with a low intial out of pocket expense, known as a capital cost reduction, and by agreeing to pay a partial balance of the device in installmentsShould the customer choose to retain the device at the end of the months they are provided with a lease purchase option price to own the deviceOur records reflect that Mr*** was asked to remit a capital cost reduction payment in the amount of $and agreed to a series of payments in the amount of $plus applicable tax, with a predetermined purchase option price of $By 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 their 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 damageT-Mobile records further reflect that Mr*** enrolled his mobile number to the optional Premium Handset Protection (“PHP”) offering provided by Assurant SolutionsPHP provides customers with coverage for incidental loss, theft and damage coverage for both physical and liquid damagesShould a customer require a handset exchange for a reason such as damage which would voice the limited warranty, they are required to remid a deductible to Assurant Solutions and a replacement handset will be providedAdditionally, customers are eligible to receive a replacement should their request be due to loss or theftSpecifically, Mr***’s PHP deductible for his Samsung Galaxy Sedge handset is $Per Samsung, Mr***’s Galaxy SEdge handset is reported to have obtained IPrating for dust and water resistance; however, the device may still be affected by liquid damage if exposed to liquid beyond the approved parametersWe are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr***’s expectationsWhile it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacityIn such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customersT-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacityT-Mobile’s records indicate that data usage on Mr***’s line of service is very high relative to other customersIn fact, Mr***’s data usage is among the highest data users on T-Mobile’s networkAs a very heavy user of T-Mobile services, Mr***’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacityWhere the network is lightly loaded, a very heavy user, such as Mr***, will likely notice little, if any, affect from this lower priorityHowever, at times and places where the network is heavily loaded, a very heavy user, such as Mr***, can expect to see some material reduction in data speedsThe number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is availableThe lower speed that results from heavy network loading is temporaryWhen network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go upWe understand that if Mr*** regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr***’s high amount of data usagePlease be advised that T-Mobile’s Network Management practice and policy may be located online at https://www.t-mobile.com/company/company-info/consumer/internet-services.htmlPle...⇄ be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our retail locationPlease be advised that on January 20, 2017, T-Mobile contacted Mr*** regarding his concerns and provided him with information regarding our network management practice, additionally, T-Mobile offered to absolve Mr***’s JOD for his Samsung Galaxy SEdge handsetAs an added courtesy to Mr***, T-Mobile offered a one-time credit of $Please be advised that Mr*** accepted our offer as a resolution to his concerns and is aware of our network management practicesPlease be advised that Mr***’s aforementioned JOD has been closed, we encourage Mr*** to visit a retail location in an effort to confirm whether or not his device as sustained liquid damageShould the device be found to not have sustained damage, he will remain eligible to exchange the deviceBased 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, INCJason A*** Executive Response

April 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 14, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any inconvenience that Ms*** may have experienced regarding the balance on the above referenced accountT-Mobile records indicate that Ms*** has qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of several handsetsEIP 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 installmentsOn May 15, 2014, Ms*** purchased a Samsung Galaxy S handset for use on the mobile number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $On February 21, 2015, Ms*** purchased a Samsung Galaxy Note handset, and several accessories for use on the mobile number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $On October 16, 2015, Ms*** purchased a Samsung Galaxy Note handset for use on the mobile number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $Additionally, On October 16, 2015, Ms*** purchased a Samsung Galaxy Tab A tablet and several accessories for use on the mobile internet number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramAlternatively, Ms*** can replace her 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 damageOn December 24, 2014, replacement equipment was ordered for Ms***’s non-working equipmentPlease be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such; Ms*** was charged $for the non-return fee and applicable taxes on her billing statement dated February 25, It is important to note that the possibility of a non-return fee was disclosed to Ms*** at the time the exchange was processedAs of the date of this letter, our records do not indicate that we have received the non-working equipmentAs such, the non-return fee of $assessed on her billing statement dated February 25, 2015, remains validT-Mobile records confirm that Ms***’s billing cycle ran from the 25th of the month to the 24th of the following month, with payment due on the 20thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateA review of the account confirms that Ms***’s payment that was due on March 20, 2016, was not received on timeT-Mobile provided Ms*** with calls, text messages and a billing notification providing the payment due dateAs payment was not received timely, on April 3, 2016, and again on April 12, 2016, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when T-Mobile resumed the account, the account was assessed a $restore from suspension fee per line of servicePlease be advised that Ms*** currently has a total of five lines on her accountAs a courtesy to Ms***, on April 12, 2016, T-Mobile waived the restore from suspension fees when the account was reactivatedHowever, T-Mobile did not adjust the restore from suspension fees that were charged when Ms***’s account was reactivated on April 3, It is important to note that Ms*** is currently subscribed to the Simple Choice Value rate planThis competitively priced plan provides Ms*** with unlimited nationwide minutes, domestic messaging and on network data usage for four lines of serviceThis rate plan is billed at a rate of $per month before applicable taxes and feesT-Mobile records indicate that Ms*** is currently subscribed to the optional Premium Handset Protection (PHP) which is provided by Assurant, IncPlease note that this feature is billed at a rate of $per line per month before applicable taxesAs Ms*** has a total of four lines on the account that our subscribed to the PHP feature, she pays an additional amount of $per month before applicable taxesT-Mobile records indicate that Ms*** currently has one mobile internet line on her account and is subscribed to the Simple Choice Value rate planThis competitively priced plan provides Ms*** with unlimited domestic messaging and on network data usage with the first two (2) gigabytes at up to 4G speedsPlease note that this plan is billed at a rate of $per month before applicable taxesHowever, Ms*** receives a $monthly discount towards this plan for having four active voice lines on the accountAs such, this plan is billed at a rate of $per month before applicable taxesPlease be advised that Ms***’s monthly billing statement contains $for EIP equipment charges, and $for monthly access chargesHer estimated bill before taxes and applicable fees totals $However, as Ms*** stated in her correspondence to your office, on December 24, 2015, she agreed to an extended payment arrangement which allowed her to pay off her previous balance of $in eight monthly payments of $per month in addition to her monthly billing statementThis increases her monthly billing statement to $per month before applicable taxes and feesT-Mobile regrets any issues that Ms*** may have experienced attempting to view her monthly billing statement on our website at www.my.t-mobile.comIt is important that if Ms*** experiences any difficulties with the service, that she provides Customer Care the details of the problem, including the date and time in which it occurredPlease note that this information is critical to our ability to evaluate and troubleshoot the serviceShould Ms*** still be unable to view her monthly billing statement online we recommend that she contact Customer Care at 1-800-937-in order for us to further troubleshoot the matter furtherIn an effort to amicably resolve this matter, on April 27, 2016, T-Mobile applied credits to the account totaling $for the restore from suspension feesThis reduced her remaining past due account balance to $This balance consists of monthly access charges, EIP, and all applicable taxes for the billing period dates of February 25, to April 24, In a further effort to resolve this matter, on April 27, 2016, T-Mobile applied an additional credit to the account in the amount of $for the non-return fee and all applicable taxesThis reduced her remaining past due account balance to $As previously stated in our correspondence to your office, this balance consists of the remaining monthly access charges, EIP, and all applicable taxes for the billing period dates of February 25, to April 24, 2016, and was due to T-Mobile on April 20, Ms*** may contact Customer Care directly at 1-800-937-to discuss payment optionsWe regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext*** Very truly yours, T-MOBILE USA, INCTiffany C Executive Response

August 7,
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 14, 2017, regarding the above-referenced account
T-Mobile regrets any difficulty Ms*** has experienced in attempting to contact T-Mobile and any concerns she has encountered with her billed chargesT-Mobile records confirm that on November 5, 2016, Ms*** purchased a Samsung Ondevice on Equipment Installment Plan (“EIP”)Per the terms of our EIP program a payment as required at the time of purchase in the amount of $for the taxes and fees of the full retail price of the equipment and the remaining balance was placed on 24-monthly installments
Upon speaking with Ms*** on July 26, 2017, Ms*** advised she was not informed of the full cost of the equipmentMs*** further stated at the time of purchase she was informed the total equipment cost would be $In effort to amicably resolve this matter, T-Mobile has closed the associated EIP for the Onand as an additional courtesy to Ms*** T-Mobile has also been issued in the amount of $for the previously billed EIP charges for this deviceThis credit is not balance impacting but will reflect on Ms***’s billing statement for the July 14, 2017, through August 13, 2017, billing cycle
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
Jamen F* Executive Response

June 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated June 3, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced regarding his accountOur records confirm that Mr*** activated his account on May 5, 2009, with three lines of service, ending in ***, ***, and ***On November 22, 2013, Mr*** utilized our Equipment Installment Plan (“EIP”) program with the purchase of an LG GhandsetMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $On March 12, 2014, Mr*** utilized our EIP program once again with the purchase of an T-Mobile handsetA down payment was not required, and Mr*** agreed to monthly installments in the amount of $On October 11, 2014, Mr*** used our EIP program to purchase a Samsung Galaxy ShandsetMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseOn January 29, 2015, Mr***’s line of service ending in *** was moved to another accountOn January 30, 2015, Mr*** cancelled his line of service ending in *** when he ported it to another providerThe third line of service, ending in ***, remained active until August 8, 2015, when it was cancelled at Mr***’s requestAs there were active EIPs on Mr***’s account at the time of cancellation, the remaining balance for each device was assessed to his final billing statementMr***’s balance owed following cancellation was $This balance included $for monthly access fees, applicable taxes, and regular monthly EIP installments, as well as for the remaining EIP balancesAs the balance of $remained outstanding, on November 11, 2015, T-Mobile referred Mr***’s account to a third-party collection agency, Diversified Consultants, Inc., for collection of the balance owedPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingT-Mobile records confirm that on March 17, 2016, Mr*** remitted a payment in the amount of $via Diversified Consultants, Inc., which reduced the balance owed to $On April 2, 2016, Mr*** remitted a payment in the amount of $533.00, which closed his account with a zero balanceIn Mr***’s correspondence, he indicated that he returned the Samsung Galaxy Shandset to T-Mobile after the cancellation of the serviceRegrettably, our records do not indicate that the handset was returned to T-MobileHowever, in an effort to amicably resolve Mr***’s concerns, on June 6, 2016, T-Mobile issued a refund to Mr*** in the amount of $for the EIP balance billed to his final billing statement for the Samsung Galaxy SMr***’s account remains closed with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr***’s credit report to reflect the changeT-Mobile regrets any inconvenience Mr*** 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 Mr***’s recent contact with our Customer CareBased 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

October 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated October 18, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms*** may have experiencedT-Mobile records indicate that on February 21, 2015, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus handsetEIP 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 installmentsAccordingly, Ms*** was not asked to make a down payment and agreed to a series of monthly installments in the amount of $31.24, for a total purchase price of $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 purchaseIf 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 statementOn May 20, a statement was sent to Ms*** which included a past due balance of $for monthly recurring charges for services from March 21, through April 20, and $for monthly recurring charges for services from April 21, through May 20, Please note, this statement also included restore from suspension fees of $plus taxes per line, as the account was suspended on May 13, A payment was made on May 27, in the amount of $On June 20, 2016, Ms*** was sent a billing statement in the amount of $315.97, which consisted of a past due balance of $and monthly recurring charges for services from May 21, through June 20, of $T-Mobile records indicate that Ms*** cancelled her mobile number ending in on June 27, 2016, when she ported it to another service providerOn July 20, 2016, Ms*** was sent a bill statement in the amount of $which consisted of a past due balance of $295.97, and monthly recurring charges of $120.25for service from June 21, through July 20, Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through July 20, Further, Ms***’s account was fully cancelled at her request on July 27, Please note, at the time of cancellation, no additional payments were made to the accountA billing statement was sent to Ms*** on August 20, 2016, in the amount of $which consisted of a past due balance of $416.22, the accelerated charges for the iPhone Plus of $and prorated charges for services dated July 20, through July 27, of $As no additional payments were made to the account, on September 21, 2016, Ms***’s account was referred to a third party collection agency, Convergent Outsourcing Inc., for collection of the outstanding account balanceOn October 26, 2016, after speaking with Ms***, T-Mobile issued a credit in the amount of $as a courtesyIn addition, Ms*** remitted payment of $At this time, Ms***’s account reflects a balance of $T-Mobile regrets any inconvenience Ms*** 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, INCRonnie A*** Executive Response

Complaint: ***I am rejecting this response because: I have not received a prepaid refund card in the mailT-Mobile never contacted me by phone, text or email informing me of their decision to resolve this matterShould the refund arrive, I will consider this matter closed.
Sincerely,*** ***

March 29,
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 account
T-Mobile is sorry to hear of Mr***’s concerns with the functionality of his equipment and the warranty exchanges completed
T-Mobile records reflect that Mr*** purchased a Samsung Galaxy Sdevice with 32GB of memory on December 8, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Mr***’s account this warranty has been extended as he subscribed to the optional JUMP! featureDuring the Limited Warranty period, was eligible to receive an advanced replacement of their 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 damage
In reviewing Mr***’s account T-Mobile records confirm that Mr*** completed handset exchanges for his non-working Samsung Galaxy Sdevice with 32GB of memory on February 2, 2017, February 3, 2017, February 9, 2017, March 8, 2017, and March 15,
On March 29, 2017, T-Mobile contacted Mr*** to discuss his concernsIn an effort to amicably resolve this matter, and considering that Mr*** continues to experience issues with his equipment, T-Mobile offered to exchange Mr***’s non-working Samsung Galaxy Sdevice with 32GB of memory for a Certified Pre-Owned Samsung Galaxy Sdevice with 32GB of memory device at no cost to himUpon receipt of the replacement equipment we request that Mr*** returns his non-working device directly to my attention within the next days to:
T-Mobile USA
Executive Response
Attention: *** ***
*** *** *** **
*** ** ***
T-Mobile recommends that Mr*** return the handset via a traceable carrier and request a tracking number when shipping
In addition, T-Mobile issued a onetime bill credit to Mr***’s account in the amount of $for his past due balanceMr***’s account currently reflects a balance in the amount of $due by April 16, T-Mobile appreciates the opportunity to respond to Mr***’s concerns and we regret any inconvenience he 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
Maggie R***
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 June 29, 2017, regarding the above-referenced accounts. T-Mobile regrets any concerns Mr*** may have had experienced with regards to his T-Mobile billing and appreciates the opportunity to respond to his concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care. T-Mobile records indicate that on April 30, 2017, Mr*** activated a new line of service on the account number *** and purchased an Apple iPhone 128GB handset utilizing T-Mobile’s Equipment Installment Plan (EIP)Mr*** was required to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $26.00. Please note that at the time of activation Mr*** elected to enroll in T-Mobile’s AutoPay feature which automatically pulls the deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer On May 4, 2017, Mr*** requested that his new line ending in be moved from the account number *** to his existing T-Mobile account number ***, thereby closing the account number ***. Please note that at the time the mobile number was transferred, the acceptance for EIP transfer was not completed, therefore the EIP was not moved to the new account and the EIP for the Apple iPhone GB handset was accelerated and posted to the final billing statement under the account number *** Please be advised that Mr***’s final billing statement for the account number *** dated June 3, 2017, reflected a total balance due of $consisting of the final EIP balance of the Apple iPhone GB handset, and was due in full by June 23, 2017. As Mr***’s account was set up on AutoPay his June payment drafted for the full amount of $512.80, as expected on June 21, 2017, which was two days prior to the bill being due On July 3, 2017, in an effort to resolve Mr***’s concerns, T-Mobile refunded the payment in the amount $back to Mr***’s method of payment and the balance was placed back on his account number ***. Upon speaking with Mr***, he confirmed the aforementioned refund was receivedMr***’s account number *** remains closed with a zero balance. On June 16, we initiated the EIP balance transfer to the Mr***’s open account number ***T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-ext* *** Very truly yours, T-MOBILE USA, INC Melyssa G*** Executive Response

We ARE indeed satisfied with the response from T-mobile and their follow up actionPlease include this in that trail

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I confirm/verify that the complaint filed against T-Mobile has been resolved
I thank you for your support on the matter.Sincerely, *** **

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 8, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfactionT-Mobile regrets any concerns Mr*** has experienced regarding his T-Mobile rate plan and featuresBased on our investigation of Mr***’s account, T-Mobile has confirmed that Mr*** is currently subscribed to the promotional Simple Choice Family Match Unlimited Talk, Text, and 10GB of high speed 4G LTE Data for four lines starting at $per monthAdditionally, T-Mobile has confirmed that Mr***’s account is currently subscribed to the promotional Family North America Stateside International Talk feature for $per monthUpon speaking to Mr***, on July 12, 2016, he confirmed that the above-referenced rate plan and features are correct and he has no further account concernsFor calling rates to different countries, we invite Mr*** to view our competitive rates at www.T-Mobile.comPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer CareT-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, INCBrandon M*** Executive Response

February 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 February 4, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr*** concerns have been resolved to his satisfaction
T-Mobile regrets any concern Mr*** experienced in regards to the Carrier Freedom Reimbursement offerWith regard to Mr*** Carrier Freedom concerns, please note there are several requirements that need to be met to qualify for the Carrier Freedom reimbursementOne of the requirements is customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation
T-Mobile records confirm that on June 15, 2016, Mr*** activated a postpaid account with the mobile numbers ending in *** *** *** *** *** On July 15, 2016, Mr*** documentation was received and validatedTherefore, on the same day, T-Mobile issued a prepaid rebate card in the amount of $776.77, to the billing address on file
On September 8, 2016, Mr*** mobile number ending in *** was cancelled when he ported the line to another service providerOn September 10, 2016, the mobile number ending in *** also was cancelled when it was ported to another service providerOn September 20, 2016, Mr*** mobile number ending in *** was cancelled when it was ported to another service providerOn September 23, 2016, Mr*** mobile number ending in *** was cancelled at his request, thereby cancelling Mr*** account entirely
Records confirm that on November 6, 2016, Mr*** account was reactivated, with the mobile numbers ending in *** *** *** *** ***On December 15, 2016, T-Mobile received Mr*** previous carrier’s final billing statement reflecting these mobile numbersT-Mobile records reflected that Mr*** mobile numbers had been associated with another Carrier Freedom Reimbursement offer that was issued on July 15, Therefore, Mr*** reimbursement offer was declined
In an effort to amicably resolve the matter, and as a courtesy to Mr***, on February 16, 2017, T-Mobile issued a reimbursement in the amount of $1,to Mr*** checking accountMr*** may expect receipt of the funds within one to three business days from the date of processingMr*** has accepted this as a 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
Diana J*** Executive Response

September 27, 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 September 18, 2015, regarding the above-referenced accountT-Mobile regrets any continued frustration on the part of Ms*** pertaining to this matterPlease be advised that on September 24, 2015, Ms*** provided T-Mobile unaltered copies of her credit card statement ending in ***This statement reflected the following transactions: • September 24, 2014, a charge of $payable to T-Mobile • September 26, 2014, a charge of $payable to T-Mobile • September 26, 2014, a refund of $from T-Mobile • December 19, 2014, a refund of $from T-Mobile • February 16, 2015, rebilled charge of $payable to T-Mobile T-Mobile appreciates that Ms*** supplied this documentationBased on our findings, on September 25, 2015, a refund in the amount of $was approved by T-Mobile and forwarded to *** to be disbursed as a prepaid debit cardMs*** should receive this refund card at her address of record in seven to ten business daysT-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 *** *** *** Very truly yours, T-MOBILE USA, INCAida A*** Executive Response

June 14,
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 June 3, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms*** ***, and that she has designated Mr*** *** as an authorized user of the account
T-Mobile regrets any inconvenience Mr*** encountered regarding the accountBetween November 11, 2016, and November 20, 2016, T-Mobile offered new and existing customers who purchased a qualifying Samsung Tablet (Tab E or Tab A) on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after monthsTo be eligible, a Mobile Internet (“MI”) Plan providing 6GBs or more of high speed data is required for the term of the EIP
T-Mobile records confirm that Ms*** met all of the requirements for the November Tablet On Us and that she was reimbursed through a monthly account credit in the amount of $10.00, which covers the full monthly cost of the tabletThose bill credits are reflected on page five of Ms***’s most recent billing statement
However, in an effort to amicably resolve this matter, upon speaking with Mr*** on June 6, 2017, T-Mobile canceled the data line ending in as of June 6, 2016, to remove the monthly $service chargeT-Mobile also credited the remaining cost of the tablet in the amount of $Mr*** accepted the data line cancelation and tablet credit as a resolution and mentioned that the prior issue with the Samsung Galaxy Note had already been resolved
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail locationT-Mobile regrets any inconvenience Mr*** encountered
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Abigail ***-R***
Executive Response

July 28, 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 22, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms*** has experiencedT-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as a The T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedT-Mobile records confirm that on March 2, 2016, Ms***’s account was enrolled into T-Mobile’s Advantage ProgramAs this was after April 1, 2014, Ms***’s account does not qualify for the grandfathered programNevertheless, on July 26, 2016, as a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile has agreed to apply a 10% grandfathered monthly discount to the accountAdditionally, T-Mobile applied a credit of $which represents 10% of Ms***’s payments made to the account since February 10, Ms***’s account currently reflects a balance of $for monthly access charges from June 3, 2016, through July 2, T-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

February 13, 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 1, 2017, regarding the above-referenced accountT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms*** is having issues with her serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that she should expect good coverageWe cannot guarantee coverage as there are many factors that can affect the coverage day to dayThings such as traffic volume, network changes, weather, terrain and even foliage can interfere with actual quality and availability of serviceWhile we do regret any issues, it does appear that Mr*** has been able to utilize her service on T-Mobile’s network with little use of as outlined in her correspondence to your officeOn January 28, 2017, T-Mobile filed a ticket and our engineers reviewed Ms***’s location to determine any network errorsOur engineers determined there were no network errors and service in her location is working as expectedT-Mobile regrets any inconvenience to Ms***When T-Mobile determines our network is working, we continue to troubleshoot with customers to determine if their device may need to be replacedShould T-Mobile find the device may be the cause of the service concern, a handset exchange is providedT-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 water damageT-Mobile records indicate on February 3, 2017, a replacement device was shipped to the nearest T-Mobile retail location for Ms*** and she completed the exchange process on February 5, T-Mobile records indicate Ms*** utilized her service on T-Mobile’s network throughout the timeframe she outlined in her correspondence to your officeHowever, in an effort to amicably resolve this matter, T-Mobile provided a credit in the amount of $for the inconvenienceThis credit impacted the account balance leaving a remaining balance in the amount of $for monthly access charges and fees and taxes for the billing period from December 11, 2016, through January 10, T-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, INCJennifer G*** Executive Response

November 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 14, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms*** has encountered regarding her handset unlockOur records indicate that Ms*** requested to have the handset unlocked on November 11, After confirming that Ms*** had met all of the necessary requirements, an unlock request was submitted for Ms***’s Apple iPhone 5S handset, with the expectation that the request would be fulfilled within hoursUnfortunately, Ms***’s account was cancelled that same day, when she ported her mobile number to another service provider, and as such Ms***’s unlock request was deniedPlease note that this was pursuant to T-Mobile policy, due to the fact that she had an unpaid balance on the cancelled account, that must be remitted prior to unlocking the handsetOn November 12, 2015, Mr*** remitted a payment in the amount of $79.42, bringing the account to a revised zero balanceAt that time, an additional unlock request was submitted, and on November 13, 2015, the following email was sent to Ms***: “Thank you for taking the time to contact T-Mobilehours after receiving this email, follow the below instructions for unlocking your T-Mobile iPhoneIf you have a non-T-Mobile SIM card, follow these steps: 1.Remove your SIM card and insert the new SIM card2.Complete the setup processIf you don't have another SIM card you can use, follow these steps to complete the process: 1.Back up your iPhone using iTunes2.When you have a backup, erase your iPhone3.When you see the Welcome screen, connect your device to iTunesIf successfully unlocked, the message Congratulations, your iPhone has been unlocked will display4.Use iTunes to restore your iPhone from the backup you just made5.If your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf it not a T-Mobile device, it will not be unlocked.” Upon receipt of this correspondence, T-Mobile was able to reach Ms*** to discuss her concerns, and confirmed that the handset was now successfully unlockedMs*** advised that she did not receive the unlock instructions email which was sent on November 13, 2015, and as such she had to submit additional unlock requests until she received the instruction email againT-Mobile regrets any difficulty that Ms*** experienced while attempting to unlock the iPhone 5S handset, and as a courtesy to Ms*** for her inconvenience in this matter, T-Mobile offered to waive Ms***’s final billing statement, which will generate on November 24, T-Mobile has agreed to email Ms*** with confirmation when her account is closed with a zero balanceBased 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

August 22,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** and *** ***
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 9, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is *** and *** ***, and that *** *** is indicated as the authorized user for the account
T-Mobile regrets any inconvenience in regards to the payments for Mr***’s accountT-Mobile records indicate a payment of $posted to the account on March 14, This payment was applied towards the balance of $for the billing statement for service from January to February The account was adjusted a total of $for a returned Apple iPhone Plus, on April 19, updating the balance to a credit balance of $The statement dated April 24, 2017, posted to the account with the credit balance of $T-Mobile has no record of a payment being made to Mr***’s account for the month of April or May
Upon speaking with Mr*** on August 21, 2017, he indicated that a payment was made in AprilT-Mobile requests that Mr*** send a complete unaltered bank statement that displays the disputed payment and a running balance prior to and following the paymentMr*** may send the above requested documents to my attention at ***Upon receipt, T-Mobile will promptly investigate and notify Mr*** of our findingsWe look forward to amicably resolving this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jessica G***
Executive Response

Tell us why here... January 26, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 7, 2018, regarding the above-referenced file number. Please be advised that we have made attempts to contact Mr***, which have proven unsuccessful. Therefore, we will make every effort to address Mr***’s concerns within this correspondence.T-Mobile regrets any ongoing concerns Mr*** has regarding the Mobile Device Unlock of his iPhone handset and we appreciate the opportunity to address his concerns. In Mr***’s correspondence, he states that he is no longer eligible for a Mobile Device Unlock. Please note that T-Mobile would like the opportunity to speak with Mr*** and determine his Mobile Device Unlock eligibility. However, in order to do so, we are in need of Mr***’ International Mobile Equipment Identifier (“IMEI”) for his device, his T-Mobile account number and or mobile number..As T-Mobile does not have the requested information available for the iPhone device or Mr***’s account information, we request that he contact our office directly at the number listed below no later than February 9, 2018. Upon receipt and review, T-Mobile is offering to unlock Mr***’s iPhone handset provided that the handset meets eligibility. T-Mobile regrets any inconvenience to Mr***.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MOBILE USA, INC.Carlos T***Executive Response