T-Mobile Usa Inc

Complaint: ***I am rejecting this response because:
I am still having issues with my service It repeatedly drops calls, even though I am in sight of the tower It has continued to do this intermittently since Sept 16th They did give me a "cell spot" device to provide better coverage over a third party internet connection, but they are still failing at providing consistent service at my location I am only asking that t-mobile provide reliable voice service to my location It is important that customers are able to reach me when they call A "cell spot" device is normally used when your home or business is too far from a tower to get a consistent signal, this is not my issue Nor is it with a particular device It effects all devices in the same geographical location It seems that T-mobile thinks their service is fixed, but there are still issues with the cell phone tower at my location I will only consider this issue resolved when T-mobile's service is able to provide me consistent trouble free calling for consecutive days. Sincerely,*** ***

November 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** ***Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 25, 2016, regarding the above-referenced accountWe regret that Mr*** did not find our previous response to be sufficientPlease be advised that upon speaking to Mr***, on November 28, 2016, and in a continued effort to amicably resolve the matter, T-Mobile agreed to apply a credit in the amount of $1,towards Mr***’s account for the final Equipment Installment Plan (“EIP”) balances of his LG G Pad tablets; bringing the total amount of credits which T-Mobile has applied toward the account, in relation to this matter, to $3,Mr*** accepted our offer as a full resolution of the matter and confirmed that he has no further concernsMr***’s account remains closed with a balance of $1,which consists of monthly access charges, monthly EIP installments, final EIP charges, monthly JUMP! On Demand (“JOD”) lease installments, JOD lease purchase price charges, applicable taxes, and fees from the billing statements dated July 14, 2016, through November 14, It is T-Mobile’s position that this balance is valid and owedPlease note that the collection hold which is currently active will expire on December 19, 2016, at which time regular collection activity will resume regarding any remaining balancePlease 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 Executive Response teamWe regret 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

April 24,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***
Your File No***
T-Mobile Account No***, ***, ***, ***
& ***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced accounts
Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if Ms*** feels that this was not her experience
Please be advised that upon review of the information Ms*** provided in her correspondence to your office T-Mobile was able to locate the above mentioned accountsIt is important to note that Ms*** currently does not have an active T-Mobile account under her personal information and she has not had one since December,
It is also important to note that additional review of Ms***’ accounts confirm that her accounts have been canceled by our Risk Assessment Team when it was determined that based on the behaviors exhibited which included non-payment and request for exceptions to policy, which T-Mobile has determined as an unacceptable financial riskT-Mobile is exercising our rights under our Terms and Conditions to terminate serviceWhile we regret any inconvenience to Ms***, her accounts are not eligible for reactivation and further service is denied
We request all future communication from Ms*** to be in writingCorrespondence can be send to T-Mobile Fraud Management, SE 38th St#089, Bellevue, WA
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Very truly yours,
T-MOBILE USA, INC
Maggie 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 me
Sincerely,
*** ***

April 11,
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 April 5, 2017, regarding the above-referenced account
T-Mobile’s goal is to provide exceptional service for all of our customersWe sincerely regret any inconvenience Ms*** has experienced regarding her final billing statement and regret losing her as a customer
T-Mobile records reflect that Ms***’s final billing statement dated, December 11, 2016, had a balance of $as stated in her latest correspondence to your officeThis included past due charges of $from the prior billing statement, monthly recurring charges, features, applicable taxes and fees billed from November 11, to December 10, 2016, late fee, plus applicable taxes and fees
If a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Ms*** agreed to three separate EIP on June 13, 2016, June 14, 2016, and July 23, with the purchase of two Alcatel One Touch POP devices and one LG VhandsetWhen the account was canceled on December 10, 2016, the remaining EIP balances totaling $was accelerated and posted to the revised final billing statement dated January 11,
T-Mobile records further reflect that Ms***’s revised final billing statement, dated January 11, 2017, had a balance of $1,which included outstanding past due charges of $and the accelerated EIP balance mentioned abovePlease be advised that on January 16, 2017, a payment of $was remitted to the account, leaving the account with a remaining balance of $
T-Mobile provided Ms*** multiple notices that the account was in a past due statusThese notices were provided in the monthly invoice, calls from our Financial Care team requesting payment and also lettersPlease be advised that, as payment was not remitted for the final balance of $669.93, on January 14, 2017, the account was assigned to AmSher, a third party collection agency, for the collection of the outstanding balance
Nonetheless, as states in our correspondence to your office dated March 31, 2017, as a courtesy to Ms*** and in an effort to amicably resolve this matter, on March 24, 2017, T-Mobile applied a credit to Ms***’s account in the amount of $for the accelerated EIP charges bringing the account to 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 relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Aika A***
Executive Response

December 1,
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 19, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made attempts to contact Ms*** at the number and e-mail address provided in her correspondence to your office which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile regrets any handset concerns Ms*** has experiencedT-Mobile records indicate Ms*** purchased and Apple iPhone 6S Plus handset suing our Equipment Installment Plan (”EIP”) on April 3, 2017, and subscribed to our Jump! feature for $per month for her mobile number ending ***By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her handsetDuring the Limited Warranty period, Ms*** was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on November 14, As an Apple iPhone Plus GB handset was not available at the time of Ms***’s order, T-Mobile offered Ms*** an Apple iPhone GB handset in lieu of her iPhone Plus GB handsetMs*** accepted this offer, and the replacement handset was sent to a T-Mobile retail location to complete the transaction
Regretfully, Ms*** requested to cancel her order on November 16, 2017, as the replacement iPhone handset was not to her satisfaction
T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, she may contact me at the number below to discuss alternative options available to herT-Mobile regrets any inconvenience to Ms*** and we appreciate the opportunity to address her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ronnie A***
Executive Response

Complaint: ***
I am rejecting this response because: Quite frankly, this response shows to me that they did not do enough conducive research into my accountFor example, I personally terminated my line ending in *** for some months due to financial obligations before returning back to the service in December During this time the plan was relegated to another user, phone number ending in ***My line itself was not active and I was assured by T-Mobile that my line was removed as primary account holderThis response shows to me again, if it is to be true, that I was misinformed by T-Mobile that for those months, my line would not be active and the account would not be in my nameFurther, it appears to me that they did not address my concern directly, which was lack of notification regarding undisclosed proration fees that I was assured would not be billed to my accountI have been in contact with T-Mobile's customer care line, during which instances I was told conflicting information regarding the billing of my account.I appreciate the remittance of that amount, but I do not feel that it adequately justifies the poor service nor the duplicitous behavior as exhibited by the employees of T-Mobile or its Customer Care lineI stand by my request that the full amount I have paid in the past be refunded and cancel out the majority of the balance owed
Sincerely,
*** ***

May 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 May 6, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** in regards to his T-Mobile Lifeline accountPlease be advised that the Lifeline program is a subsidized program of the Federal Universal Service Fund which offers qualifying customers a discount on their monthly chargesOur records show that on May 6, 2016, Customer Care spoke with Mr*** and activated his T-Mobile Lifeline account with phone number (507) 351-under our Legacy Lifeline rate plan, which offers unlimited talk minutes and has a charge of $per domestic text message incoming and outgoingPlease note that Mr*** opted to block the text messaging serviceOn May 11, 2016, T-Mobile spoke with Mr*** and confirmed that his account was activated on May 6, T-Mobile regrets any issues Mr*** had in contacting our T-Mobile Lifeline Customer CareIf Mr*** needs additional assistance, he can contact T-Mobile Lifeline Customer Care by emailing [email protected] 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, INCCesar 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*** and *** To Whom It May Concern: T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated July 21, 2015, regarding the above-referenced accountT-Mobile records indicate Ms*** activated her account ending in *** on August 7, On June 17, 2014, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy ShandsetEIP 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 asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount 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 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 paymentsOur records confirm that on July 11, 2014, Ms*** service was moved to the account ending in ***, to take advantage of the Lifeline programThe account ending in *** was closed with a zero balanceMs*** rate plan, features, and EIP were transferred to the new accountWhile the EIP displayed on Ms*** monthly billing statement, due to an inadvertent error, however, the EIP did not display to internal T-Mobile representativesT-Mobile records confirm that Ms*** canceled her account on January 16, 2015, when she ported her mobile numbers to another service providerMs*** billing cycle ran from the 11th of one month to the 10th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through February 10, Ms*** account balance following cancellation was $355.33, which included $for the remaining EIP balance and $for monthly access chargesAs this balance remained outstanding, on May 3, 2015, T-Mobile referred the account to a third party collection agencyPlease 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 outstandingIn an effort to amicably resolve Ms*** concerns, on July 27, 2015, T-Mobile issued a credit to her account in the amount of $for the EIP balance and monthly access chargesMs*** 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 Ms*** credit report to reflect the changeT-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 *** *** *** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

November 26, 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 21, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have spoken with Mr*** at length and reached a resolution he finds satisfactoryT-Mobile wishes to thank Mr*** for taking the time to bring his concerns to our attention and to extend our apologies regarding the difficulties he has encountered throughout the handset upgrade processT-Mobile records indicate that Mr***’ visited a T-Mobile retail location in mid-October to perform a JUMP! upgrade from an iPhone 6s Plus 128GB handset to an iPhone Plus 128GB handsetAs 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 enrollmentAt that time, the iPhone Plus 128GB handset was out of stock, but the retail associated advised him an order would be placed to ship to his home addressMr*** later contacted T-Mobile Customer Care to obtain an update on the order status and learned the order had not been submittedMr*** has since had multiple orders placed, which were canceled for various reasons including an incorrect shipping address and a wrong make/model handset being orderedMr*** has also expressed dissatisfaction with the demeanor and professionalism of the representatives with whom he has spoken throughout the processPlease be assured that T-Mobile takes allegations of employee misconduct very seriously and we make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’ handset upgradeT-Mobile also wish to assure Mr*** his feedback in this matter is very valuable to us as it provides us with the opportunity to make the necessary changes to help future customers avoid such interactionsIn T-Mobile’s previous letter to your office, it was stated that a $credit was promised as compensation for this matter and we have confirmed this posted to Mr***’ T-Mobile account on November 15, In order to provide Mr*** with a truly un-carrier experience, T-Mobile has provided him with a direct email address and contact phone number for our Executive Response Team so we may continue working with him until he feels this matter has been resolved to his satisfactionMr*** has been advised he has a day period from the date of delivery to use his new device and ensure it meets his needsT-Mobile has asked Mr*** to contact the Executive Response Team before the end of this return period so we can further assist him with either completing his JUMP! upgrade or returning his iPhone Plus handset if he finds it is not the right fit for himAt that time, T-Mobile will address any additional concerns Mr*** may have in regards to 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, INCLiana G*** 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 meI have called T-Mobile back and I'm waiting for a returned callI would like to speak with T-Mobile and hopefully cancel my service after I switch my lines back to *** and without all the early termination fees and would just like to come out of this contract with no problemsI am just very disappointed in how I was told one thing at the store and hen I get my bill and it cost me moreIf I had known everything that I was going to be charged, I wouldn't have switched in the first place. Sincerely, *** ***

May 10, 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 April 26, 2017, regarding the above-referenced account. T-Mobile records confirm that Mr*** has been designated as an authorized user by Ms*** T-Mobile regrets that the ***’s experienced concerns with our Friends and Family Lines On Us offer. The offer was valid for qualifying activations from November 18, through November 22, 2016. Please be advised that Ms***’s mobile numbers ending in *** and *** were activated on November 23, 2016, which makes those lines ineligible for the offer as they were not activated during the promotional period Nevertheless, As a gesture of goodwill, T-Mobile approved Ms***’s mobile numbers ending in *** and *** for our Friends and Family Lines On Us offer. Ms*** will receive monthly bill credits for the Add-A-Line (“AAL”) monthly recurring charges of $for each of those lines. The March and April AAL for each of Ms***’s mobile numbers ending in *** and *** were credited on March 6, 2017, April 18, and April 26, 2017. On May 10, 2017, additional credits in the amount of $were issued to the account for the previously billed monthly AAL charges that were not previously credited for the promotion. As of May 10, 2017, Ms***’s revised account balance totals $and payment was due on May 7, T-Mobile appreciates the ***’s business and we regret any inconvenience that they 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 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

May 16, 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 10, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr*** may have experienced in regards to his monthly recurring chargesT-Mobile records indicate Mr*** monthly recurring charges are estimated at $per month with Equipment Installment Plans (“EIP”) and applicable taxes and feesMr*** rate plan is set to our Business Family Match Unlimited Talk, Text, and Data for two lines at $Mr*** charges also include $Premium Handset Protection on two lines, and $Business Simple Choice North America Mobile Internet for his tablet lineThese monthly recurring service charges total $plus applicable taxes and fees for an estimated $However, Mr*** was also charged another $per month for the following EIPs: • $for three Impact Shields; • $for iPad Mini 64GB; • $for iPhone 6s Plus Rose Gold 64GB; and • $for iPhone Plus Space Gray 64GBAltogether the total monthly recurring charges come to an estimated $per monthIn an effort to resolve the matter and as a gesture of goodwill, if Mr*** iPad Mini 64GB device is returned to my attention in like-new condition, T-Mobile agrees to credit the remaining amount owed on EIP, in the amount of $The device can be mailed to my attention to the following address: T-Mobile USA, IncAttn: Daniel c/o Executive Response Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Mr*** request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that he please include the device, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the equipmentPlease be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Mr*** and the balance will then be considered valid and owedWe also ask that Mr*** disable the “Find my iPhone” application as T-Mobile cannot disable this application and the device will be returned to Mr*** if the application is enabledIt is important to note, Mr*** must have the equipment post marked for return no later than May 31, 2016, in order to take advantage of this offerBased 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, INCDaniel R*** Executive Response

September 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid Account Noxxx-xxx-*** To Whom It May Concern: T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated September 25, 2015, regarding the above-referenced accountWe regret any coverage issues Mr*** may have experiencedPlease be advised that there are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with service, quality, and availabilityFurthermore, as stated in our Service Agreement, T-Mobile does not guarantee coverage in all areasPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” In an effort to resolved Mr*** concerns T-Mobile has issued a prepaid Visa debit card in the amount of $for non-usage of serviceMr*** should receive the refund card within seven to ten business daysT-Mobile regrets any inconvenienceBased 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, INCTy R*** Executive Response

April 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 March 31, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms***’s satisfaction T-Mobile regrets that Ms*** experienced concerns with the coverage at her new home and that she has concerns with the final billing statement. Please be advised that T-Mobile provides a detailed coverage map online at www.T-Mobile.com. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms*** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms***’s account (which matches the address in her correspondence to your office) and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues. 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. Ms***’s account was billed in advance with our ‘bill current’ system. Ms***’s billing period ran from the 14th of the month through the 13th of the following month and payment was due by the 6th of each month. Please be advised that T-Mobile is unable to produce and send a billing statement until the billing period ends. Ms***’s mobile numbers ending in *** *** *** *** we cancelled on December 29, when they were ported to a new service provider. Please be advised that Ms*** also had a Mobile Internet (“MI”) line of service ending in *** and this line remained active as we did not receive a port-out request for this line of service nor did we receive a cancellation request prior to January 21, 2017. On January 21, 2017, Ms***’s account was cancelled at her request with the cancellation of the MI line of service ending in 4727. Since Ms***’s account was not cancelled until January 21, 2017, her final billing statement was mailed to her address of record after the billing period closed on February 13, 2017. If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase and our records confirm that Ms*** was advised of the final EIP balances that would become due when we spoke with her on January 21, 2017. T-Mobile records indicate that Ms*** agreed to an EIP on March 4, with the purchase of a Samsung Galaxy Note handset, on November 20, with the purchase of an LG Stylo Plus handset and again on December 4, with the purchase of a Samsung Tab E. When the account was canceled on January 21, 2017, the remaining EIP balances of $for the Samsung Galaxy Note handset, $for the LG Stylo Plus handset and $for the Samsung Tab E were each accelerated and posted to the final billing statement dated February 13, 2017. It is T-Mobile's position that the remaining EIP balances are valid and owed Please be advised that Ms*** participated in our Fall Smartphone T-Mobile ONE offer and our Samsung Tablet On Us offer and while the account remained active she received monthly billing credits toward the cost of the EIP for each device. Per the terms of our offers, if the account is cancelled before the EIP is closed, the remaining device balance becomes due and will be billed to the final billing statement and the customer is responsible for the remaining balance if service is cancelled prior to the 24-month EIP being closed On February 24, 2017, a credit in the amount of $was issued to the account and on March 11, 2017, additional credits in the amount of $were issued to the account for promotions that Ms*** was previously enrolled in. Ms***’s final balance totals $and is comprised of monthly access charges for services for the MI line of service from January 14, through January 21, the accelerated EIP balances and taxes. The balance was due by March 6, 2017. If the account reflects an outstanding balance as of May 2, 2017, the account is scheduled to be referred to a third party collection agency. However; T-Mobile placed a collection hold on the account through May 2, As a gesture of goodwill, T-Mobile advised Ms*** that if she returns the Samsung Galaxy Note handset, Samsung Tab E, LG Stylo Plus handset and the chargers to us, provided the equipment is in good condition and free of physical or liquid damage, T-Mobile will credit the final balance in full in the amount of $787.97. Ms*** may return the equipment to the following address: T-Mobile USA, IncAttn: Ally Y*** Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms*** return the equipment via a traceable shipping carrier and that she retain a copy of the return tracking number for her records. T-Mobile appreciated Ms***’s business and we hope we can help her in 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

November 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** and *** *** 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 November 12, 2016, regarding the above-referenced accountPlease be assured that T-Mobile makes every attempt to reach our customers in a timely manner and we regret that we weren’t able to make contact with Mror Ms***T-Mobile is again pleased to advise that Mrand Ms***s’ concerns have been resolved to their satisfactionT-Mobile regrets any continued billing concerns the ***s have experiencedAs referenced in our response dated November 9, 2016, T-Mobile records confirm that the account was canceled on April 27, 2016, which was six days after the account was activatedThe account balance for the time the service was active totaled $As the account balance was left unpaid, on September 30, 2016, T-Mobile referred the account to an outside collection agency, Enhanced Resource CentersThe account was assessed a collection fee of $6.26; resulting in a revised balance of $On November 8, 2016, in an effort to amicably resolve the ***s’ concerns, T-Mobile issued a credit of $to the account; in addition, T-Mobile issued a credit for the collection fee of $6.26, bringing the account to a zero balanceT-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience caused to the ***sBased 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, INCLupe C*** Executive Response

September 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 18, 2017, regarding the above-referenced account. We have made several attempts to contact Mr***, however have been unsuccessfulAs such T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any inconvenience to Mr*** regarding the activation of the account and payment. 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 recent contact with our retail location Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit. Similarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal credit. Based on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service. In addition, for any customer asking to use the EIP program to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms We have confirmed that the account was activated on August 17, with two voice lines and two DIGITs lines. On September 16, 2017, a payment in the amount of $was applied towards the account. Additionally, on this date, the account was canceled per Mr***’s request. Please be advised that associated charges have been credited as well. Furthermore, the payment of $was refunded on September 17, 2017. Please note that it may take up to three business days for the funds to reflect on Mr***’s credit card. We regret any inconvenience Mr*** may have experienced regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Carolina F* Executive Response

October 12, 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 October 4, 2016, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is ***, and that he has designated Ms***’s as an authorized user of the accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfactionOn September 9, 2016, T-Mobile began offering a phenomenal iPhone Trade Up offer for new and existing postpaid customers who tratheir fully paid off iPhone or aboveThese customers that purchase a new iPhone 32GB on EIP and traded in their fully paid off iPhone from any carrier will receive monthly Equipment Installment Plan (“EIP”) bill credits to reduce the total cost of the new iPhone Please be advised that those that traan iPhone , Plus, 6s, or 6s Plus will receive the phone at no cost after tracredits and monthly EIP bill credits; customers that trade in the iPhone 5, 5c, 5s, or SE models will receive the phone at a final cost of $Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the iPhone or iPhone Plus the cost will increase in increments of $for each memory variantAdditionally, the tradevice must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature turned offIf the above requirements are not met the customer will not receive the promotionPlease be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statementIt should be noted that starting on September 15, 2016, customers must switch to T-Mobile ONE to participate in this promotionT-Mobile ONE is our new unlimited price plan so that our customers can unleash the full power of iPhone on the network built for unlimited dataT-Mobile ONE is a radical new take on how we access the mobile InternetWith unlimited everything talk, text and high-speed smartphone dataT-Mobile ONE unleashes customers to just use their smartphones without ever worrying about data limits againIt includes all our Un-carrier benefits: Simple Global, Contract Freedom, Mobile Without Borders, Un-leashed, Unlimited Video Streaming, Stock Up, and T-Mobile TuesdaysIn Ms***’s letter to your office she outlined concerns regarding changing her price planIn an effort to amicably resolve this matter T-Mobile has offered to allow Ms*** to take advantage of the above mentioned promotion for the iPhone without her being required to change her price planWe are pleased to report that Ms*** accepted this offer as resolution in fullBased 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

Complaint: ***
I am rejecting this response because:1, T-Mobile failed to admit that the referenced account (T-Mobile Account No***) was created without my authorization or even my knowledge.2, T-Mobile failed to admit that it was T-Mobile’s fault that this account was created, which caused all the trouble.3, T-Mobile’s respond to this complaint is misleadingIt states that “T-Mobile strives to provide world-class service to all of our customers on each and every contact”, that “We also make every effort to provide complete and accurate information to our customers”, and that “We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care department”The fact is that during the multiple times when I initiated contacts with T-Mobile, none of the representative provided me “complete and accurate information”.3, T-Mobile claims that “it is important to note since the account was not activated using Ms***’s social security number, the account will not reflect negatively on her credit report”, but failed to explain to me how this account was created and activatedIf my social security number was not needed to open an account under my name, I have reason to suspect that T-Mobile attempted to defraud me, even more so since it took T-Mobile two months to remove the charges, despite my multiple requests.4, MsG*** from the Executive Response team informed me on March 29th that T-Mobile would contact the collecting agencies in writing to withdraw the alleged debt and to inform the national credit bureaus to discard any negative effect on my credit related to this alleged debtUpon my request, she also agreed to send me a copy of this written correspondence; however, I have yet to receive it, nor have I been informed when I could expect itThis is another evidence that T-Mobile fails to “make every effort to provide complete and accurate information” as they have claimed.5, It is common sense that consequences are to be expected when one makes a mistake, but T-Mobile refuses to compensate me for all the trouble they have caused meT-Mobile made a mistake to open an account under my name, two more mistakes to not investigate fully when I twice informed them that the account was not authorized, two more mistakes to refer the alleged debt to two third part collection agencies without verifying the alleged debt, another mistake to not provide me complete and accurate information when I requested multiple times, and another mistake to not admit these mistakes. Sincerely,
*** ***

July 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountWe are sorry to hear that Ms*** is having issues with her iPhone 6S handsetBy purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUnder 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 damageIt is important to note that T-Mobile now sends our Handset Exchange orders to the customer’s nearest store location for pick upThis allows our customers to set up their new device, double check the device to ensure an exchange is needed to resolve the issue and condition of the deviceAlso this helps customers’ avoid any unwanted fees for device returns like non-return fees and/or out of warranty feesCustomers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processedThis fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement deviceWhen Ms*** requested the Limited Warranty exchange the $Service Warranty Processing Fee was disclosed before the transaction was completedTo reduce this fee for future exchanges, Ms*** may add the appropriate Premium Handset Protection feature to the account which provides an extended warranty period, a reduced $Service Warranty processing Fee and expedited shipping of replacement equipmentT-Mobile records confirm that on June 29, 2016, T-Mobile processed a Handset Exchange for an Apple iPhone 6S for her mobile number ending in On July 5, 2016, the handset was shipped to the nearest T-Mobile store and Ms*** advised us that this was the incorrect mobile numberT-Mobile canceled the order and it was returned to our National Return centerWe are sorry for any inconvenience to Ms***On July 5, 2016, T-Mobile processed a Handset Exchange order for an Apple iPhone 6S on the mobile number ending in *** and Ms*** would be responsible to pay a total of $for her replacement, which includes a $service warranty fee and $for shippingOur records also indicate that the handset is ready for pick up at store number Ms*** will need to remit payment at the time of pick up for her replacement in the amount of $In an effort to amicably resolve this matter, on July 12, 2016, T-Mobile applied a courtesy credit of $toward Mr***’ account for the Service Warranty Fee and express shippingUpon speaking to Mr*** he accepted this as resolutionAs of July 12, 2016, Mr***’ account balance is $112.70, which consists of his monthly access charges from June 8, 2016, through July 7, 2016, monthly EIPs, and applicable taxesT-Mobile regrets any inconvenience to Mrand 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, INCLigia M*** Executive Response