T-Mobile Usa Inc

April 21, 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 12, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** *** and he has designated *** *** as an authorized user of the account. T-Mobile regrets to hear that *** *** had any concerns regarding the international roaming chargesAccording to our records on March 7, 2017, *** *** contacted T-Mobile Customer Care to add on Stateside International feature for $per month, which provides our customers with discount calling rates while in the United States calling abroadHowever, it is important to note that the feature does not include discounts while traveling abroadAs *** *** is billed arrears for their monthly services charges, they were billed for the $feature from February 8, 2017, through March 7, 2017, as well as March 8, 2017, through April 7, We have no record of *** *** or the account holder requesting to cancel the servicesWe apologize for any inconveniences this has caused Please note that T-Mobile offers customers subscribed to eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries) Unfortunately, *** *** traveled to a country not currently participating in our Simple Global servicesAs such, between March 8, 2017, through March 27, 2017, *** *** was billed a total of $plus tax in text message roaming charges and $plus tax in voice roaming charges, for a total of $plus applicable taxes Nevertheless, in an effort to amicably resolve *** *** concerns, as a courtesy, on April 21, 2017, T-Mobile issued a credit of $adjusting the roaming charges in fullThis leaves the account active with a current balance of $consisting of monthly recurring charges from March 8, 2017, through April 7, Should *** *** or the account holder wish to cancel the Stateside International feature, they may contact customer care at 800-937-or remove the feature through their www.my.T-Mobile.com account Again, we apologize for the inconvenience this has caused *** *** and appreciate the opportunity to address their concerns 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 Christina S*** Executive Response

April 12,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated April 2, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with the LG VLaunch promotionFrom October 17, 2016, through October 27, 2016, customers who purchased an LG Vhandset via Equipment Installment Plan (“EIP") and performed a smartphone trawould receive a credit of $and a free pair of Bang & Olufsen BeoPlay HheadphonesT-Mobile records indicate Mr***’s order was processed on October 25, 2017; however the electronic signature needed to complete the order was not received until October 31, This delay resulted in the account not qualifying for the promotional offer
In an effort to amicably resolve Mr***’s concern, T-Mobile has issued an account credit in the amount of $Mr***’s account currently reflects a zero balance
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carlos T***
Executive Response

August 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ***; however, upon speaking to Ms*** on August 5, 2017, she authorized T-Mobile to discuss the account with Mr*** T-Mobile regrets any concerns Mr*** has experienced in regards to Binge On. 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 any of Mr***’s recent contacts with Customer Care. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), so that it is more reliable and consistent, provides a satisfying viewing experience, and uses less dataTo qualify for Binge On, customers must subscribe to a paid data feature with an allotment of 3GB or higher T-Mobile records indicate that on September 28, 2014, Mr*** subscribed to our Simple Choice rate plan, which includes unlimited talk and text and 2.5GB of data on each line at no additional cost. Additionally, and for a limited time, T-Mobile offered to increase eligible customers’ data packages on qualifying Select Choice rate plans from 2.5GB to 4GB until February 28, at no additional cost. It is important to note that as this feature is free, it does not qualify for Binge On. Therefore, it is T-Mobile’s position that the data plans on Ms***’s T-Mobile account do not qualify for Binge On Nevertheless, upon speaking to Mr*** on August 13, 2017, T-Mobile agreed to change the rate plan to one of our Select Choice rate plans and add qualifying data features to each line in an effort to amicably resolve his concerns. Upon completion of this change, the mobile number ending in *** is now subscribed to our 6GB paid data feature, whereas the mobile numbers ending in *** *** *** *** are subscribed to our 3GB paid data feature, making all four lines eligible for Binge On. 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 Anthony M*** Executive Response

May 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Name: *** ** ***
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, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Mr*** encountered regarding his accountT-Mobile records indicate that Mr***’s account is eligible to be placed on seasonal suspend once per months for a maximum of consecutive daysPlease note the cost for a seasonal suspend is $plus tax per monthReview of the account confirms that Mr*** requested that his line of service ending in *** be seasonally suspended on November 2016, and resumed on February Mr*** was advised that if at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed
Regretfully, due to an administrative error, the line was not placed under a seasonal suspend for the time Mr*** requestedDue to this, T-Mobile issued a credit in the amount of $for the charges incurred during the time the line was supposed to be placed under a seasonal suspend including three additional months that the line was confirmed to have no usageThe credit applied to the account reduced the account balance to $1,
T-Mobile records confirm that Mr***’s billing cycle ran from the 20th of the month to the 19th of the following month, with payment due on the 12thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers 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
A review of the account confirms that Mr***’s payment that was due on May 12, 2017, was not received on timeIf payment is not received timely, T-Mobile suspends 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 assessedHowever, T-Mobile records indicate that Mr***’s account did not incur any fees for reinstating service
T-Mobile records confirm that on December 29, 2016, replacement equipment was ordered for Mr***’s non-working equipment, and it was shipped to him on December 30, Please be advised that in the replacement box, a set of instructions was provided to inform Mr*** on how to return his non-working equipment and to avoid being charged a non-return feeOur records did not reflect that we had received the non-working equipmentAs such; Mr*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Mr*** at the time the exchange was processed
On April 17, 2017, T-Mobile received the non-working equipmentAlthough this was not within the allotted seven days, as a courtesy, T-Mobile applied a credit of $for the non-return fee and the applicable taxesThe credit applied further reduced the balance to $which remains valid an owed for monthly service charges from December 2016, to May 2017, monthly equipment charges, and applicable taxes and feesT-Mobile regrets any inconvenience
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 21,
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 9, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has resolved Ms***’s concern to her satisfaction
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 our Customer Care Department
Additionally, T-Mobile regrets any concern Ms*** has regarding her Apple iPhone 6s handsetT-Mobile records reflect that on November 27, 2015, Ms*** leased an Apple iPhone 6s GB utilizing our JUMP! On Demand (“JOD”) lease optionJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementPlease note that the total of the monthly lease payments and the Purchase Option Price total the same amount as if the device were purchased outright
In addition, by purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** was eligible to receive an advanced replacement of 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
On February 10, 2017, our records indicate that Ms*** processed an advanced replacement warranty exchange due to handset display issuesThe exchange device was delivered on February 13, 2017, and Ms*** completed the exchange on February 17,
On April 14, 2017, T-Mobile sent the first of three text message notifications to Ms*** advising that she was nearing the end of her lease and would need to decide on one of three options:
• Create a payment plan for the remaining balance;
• Process a JOD upgrade;
• Buy Out the remaining balance; or
• Turn in the device
On May 7, 2017, a second message was sent to Ms*** and on May 15, 2017, Ms*** contacted Customer care to determine what options she hadIt is noted that she had not decided at that time which option she would opt into
On June 9, 2017, the final message was sent to Ms***, advising that after five days the purchase option price would be billed in full to her accountPlease note that no action was taken and on June 14, 2017, the purchase option price of $after tax was billed to Ms***’s accountHowever, as a courtesy to Ms***, T-Mobile waived the purchase option price of $reducing her balance to $due on August 7,
In regards to Ms***’s replacement device, upon speaking to her, she stated she was still having issues with the responsiveness and functions of the device and no longer wanted a refurbished handsetT-Mobile honored a one-time courtesy and shipped Ms*** a new iPhone 6S Plus GB to replace the defective replacement she was usingMs*** agreed to send the defective device back to T-Mobile within days to:
T-Mobile Executive Response
Juan C*** Menaul BlvdNE
Albuquerque, NM
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
Juan C*** Executive Response

May 10,
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 a letter dated April 26, 2017, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced in regards to his T-Mobile handsetT-Mobile records confirm that on February 12, 2011, Mr*** purchased a T-Mobile MyTouch handsetBy 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 subscribes to the optional Device Protection insurance feature, for $per month, plus taxesDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
T-Mobile records confirm that Mr*** participated in the Handset Exchange Program on August 23, 2011, September 9, 2011, October 9, and November 6, Records confirm that on September 10, 2014, at Mr***’s request, T-Mobile provided him with an alternative handset, the Samsung Galaxy S4, as part of the Handset Exchange ProgramOn September 18, and then again on January 3, and January 20, 2016, Mr*** participated in the Handset Exchange Program for the Samsung Galaxy Shandset
Records confirm that on January 27, 2016, T-Mobile provided Mr*** with an alternative exchange and supplied Mr*** with a Samsung Galaxy Shandset as part of the Handset Exchange ProgramRecords confirm that on March 30, 2016, as a courtesy to Mr***, T-Mobile provided Mr*** with a new HTC One MMetal Gray handset
As a courtesy, T-Mobile billed the full cost of the handset, $to Ms***’s account and issued a credit of $212.49, making the handset no cost to Mr***
T-Mobile records confirm that on August 29, 2016, Mr*** participated in the Limited Warranty Exchange programDue to the unavailability of the HTC One Mhandset, T-Mobile sent Mr*** the Samsung Galaxy Shandset, per the terms and conditions of the Limited Warranty Exchange programPlease note that Mr*** had the availability of contacting HTC and participating in a repair program, in which Mr*** would be required to send his HTC Mhandset to HTC for repair and would receive his handset within days after the repairs were madeRecords confirm that Mr*** sent his HTC Mhandset to T-Mobile’s National Return Center (“NRC”), accepted the Samsung Galaxy Shandset and continued to utilize the Samsung Galaxy Shandset on the mobile number ending in ***
On April 10, 2017, as stated in our previous letter to your office, file number ***, dated April 19, 2017, T-Mobile’s Executive Office processed a Limited Warranty Exchange on the Samsung Galaxy ShandsetUnfortunately, Mr*** did not accept the handset at the retail store, and the order was cancelledIn an effort to resolve the matter, on May 4, 2017, T-Mobile processed an additional Limited Warranty Exchange for Mr*** for the Samsung Galaxy ShandsetPlease note that as T-Mobile has the Samsung Galaxy Shandset available, an alternative model handset would not be sent to Mr***
Therefore, as T-Mobile has already provided Mr*** with a brand new, alternative model handset, the HTC One Mhandset, T-Mobile respectfully declines Mr***’s request for a new HTC One deviceShould Mr*** wish to purchase another handset he may take advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering or JUMP! On Demand lease optionMr*** may also purchase an available model handset directly from HTC at the full retail priceMr*** may contact me directly at the number listed below should he wish to purchase or lease a new handset
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

December 2, 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 29, 2016, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Ms*** which was proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any inconvenience to Ms*** in regards to the return of her Apple iPhone 6s PlusT-Mobile records confirm that on October 3, 2016, Ms*** placed a JUMP! upgrade order for her new Apple iPhone Plus in which upon the return of her Apple iPhone 6s Plus any remaining Equipment Installment Plan (“EIP”) balance would be closedPlease note that JUMP! is a monthly service Ms*** subscribes to that allows her to return her handset once she has paid fifty percent of the retail price for a complete credit of any remaining EIP balance and purchase a new handset on EIPEIP is a purchase option that T-Mobile offers customers to purchase handset via monthly equal installmentsT-Mobile records confirm that Ms***’s Apple iPhone 6s Plus was received on November 18, 2016, and in an effort to amicably resolve this matter on December 1, 2016, T-Mobile closed the remaining EIP balance of the Apple iPhone 6s Plus which was $and credited the billed installment of $leaving a balance of $due by December 11, T-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 877-290-ext***Very truly yours, T-MOBILE USA, INCOscar T*** Executive Response

March 31,
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 19, 2017, regarding the above-referenced account
T-Mobile sincerely regrets any inconvenience Mr*** has experienced regarding the billing of his accountA review of Mr***’s account confirms he activated his T-Mobile service on May 19, 2013, and cancelled his service on February 20, 2017, when he ported his mobile numbers out to another carrierA review of Mr***’s final billing statement dated March 9, 2017, reflects the following charges:
On March 9, 2017, a billing statement in the amount of $was created with a due date of April 1, This balance represents the following charges:
• A past due balance of $for monthly recurring service charges for service provided from February 8, 2017, through March 9, 2017, that went unpaid
• Final accelerated Equipment Installment Plan (“EIP”) and JUMP! on Demand (“JOD”) charges for the following equipment:
o $in final EIP charges for a Samsung Galaxy Sdevice purchased on XX
o $in remaining JOD Lease monthly installments plus the purchase price for keeping the device
o $for final EIP charges for a Samsung Premium S Wireless Charging Pad, Samsung Galaxy SEdge Mophie Juice, an IPKS Dual Lyr Larabee Dot Black, an Apple iPhone Glass Screen Protector, and a Samsung Galaxy SEdge Puretek RoHD Impact
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 statementAdditionally, if the account is cancelled prior to a JOD lease being completed the remaining lease installments become immediately due and payableThis information is disclosed within the EIP and JOD agreement provided at the time of purchaseAs a result T-Mobile views the above charges as valid and owed
In an effort to amicably resolve this matter, T-Mobile has provided a collection hold until May 30, 2017, on the account to provide Mr*** with additional time to remit paymentShould Mr*** like to remit payment he may contact our Customer Care at 1-800-937-from his handset
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

April 13,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have regrettably proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets any concerns Ms*** experienced regarding his accountAs indicated in our February 23, response, our records confirm that on August 22, 2016, Mr*** activated the above-referenced account, with the mobile internet line of service ending in ***Mr*** selected our Simple Choice No Credit Check account type, and subscribed to our North America Mobile Internet GB rate plan at $monthly before taxesIt is important to note that pursuant to T-Mobile policy, customers who select our Simple Choice No Credit Check account type are required to subscribe to our paperless billing serviceCustomers with paperless billing are required to register at http://www.myT-Mobile.com to view their monthly billing statementsCustomers will receive text and email notifications when their monthly billing statement is available
In Mr***’s correspondence, he indicated that he has been unable to complete the registration indicated above, and was unable to receive the monthly billing notificationsT-Mobile recommends that Mr*** contact Customer Care for assistance in completing the registration to the T-Mobile.com websiteAlternatively, as offered in our March 17, response, Mr*** may explore options to convert his account to our postpaid service, where he would not be required to subscribe to paperless billingPlease note that to migrate to postpaid service, Mr*** will be required to complete a credit check and qualify for service, and may be required to remit a deposit to complete the migrationT-Mobile recommends that Mr*** temporarily remove any blocking that may be in effect for his credit history prior to applying for postpaid serviceIf Mr*** would like additional information regarding the activation of postpaid service, he may contact me directly at the number below, or contact Customer Care at 800-937-
In an effort to amicably resolve Mr***’s concerns, on April 3, 2017, T-Mobile issued a credit to his account in the amount of $for the current balance owedMr***’s account remains active, with a zero balance at this timeT-Mobile regrets any inconvenience Mr*** may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P***
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.This could have been resolved by customer service and without the Revdex.com's involvement so I'm disappointed in that but what I requested as a resolution was honoredThe explanation from T-Mobile is still a bit confusing in that payments are not applied in real timeAs such, even though I got confirmation that my EIP was paid off, I'm suppose to know that I will still have a charge on my next bill? No customer would presuppose this and certainly would have a problem paying after receiving confirmation that something is paid offI think T-Mobile should make there billing procedure clearer.With that said, I'm satisfied to pay $for the current and future bills as a part of the T-Mobile One billing plan and I'm happy this issue was resolved.
Sincerely,
*** ***

July 28,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *
*** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2015, regarding the above-referenced account.
T-Mobile regrets any billing concerns Ms*** may have experienced. T-Mobile records confirm that Ms*** canceled her account on June 28, 2015, when she ported her mobile number to another service provider. Ms***’ billing cycle ran from the 28th of one month to the 27th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms*** was billed through July 27, 2015, which totaled $59.06.
Our records indicate that Ms*** elected to active EasyPay and set up monthly reoccurring payments. This is a free feature that allows customers to pay their T-Mobile billed amount automatically each month via a bank account or credit card supplied at the time the feature is activated. Furthermore, to allow for processing, the amount due will be withdrawn from the account up to three business days prior to the bill due date As such, a payment of $59.06, the current amount owed, was withdrawn from the Discover card on file on July 18, 2015.
As a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the monthly recurring charges billed on the July billing statement, resulting in a credit balance of $59.06. Please be advised that a refund was not issued for the $that was debited from Ms*** Discover card because in her letter to your office she advised that she has disputed the charges with Discover. T-Mobile has set up a reminder to return to the account on August 3, 2015, to ensure that the payment has been charged back and to credit any outstanding balance, bringing the account balance to zero. If Ms***’ credit card company does not approve her dispute, she may contact me directly at the number listed below and a refund will be issued for the $59.06.
Finally, please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers, and we apologize if any T-Mobile employee failed in any way to display that to Ms***.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at *** *** ***
Very truly yours,
T-MOBILE USA, INC
Cindy M***
Executive Response

March 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated March 16, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets any inconvenience Mr*** has experienced regarding his recent purchaseT-Mobile records confirm that on September 21, 2016, Mr*** upgraded to an Apple iPhone Plus 128GB device using the Equipment Installment Plan (“EIP”) offeringMr*** was required to remit a down payment in the amount of $and agreed to monthly installments of $
As part of the Apple iPhone Trade Up offer, Mr*** was required to trade in his Apple iPhone Plus device in acceptable condition and, upon receipt and verification, he would receive credits totaling $Regretfully, Mr*** did not qualify for the promotion as T-Mobile has no record of receiving his equipment
Nevertheless, in an effort to amicably resolve this matter, on March 22, 2017, T-Mobile applied a credit in the amount of $for the remainder of the EIP balance for the Apple iPhone BlackFurthermore, T-Mobile applied a credit in the amount of $toward the account balanceThese credits represent the total $Mr*** would have received for the promotional offerPlease note the remaining EIP for the equipment reflects zero and Mr***’s account balance reflects $for the remainder of the charges reflected on the billing statement dated March 7, Upon speaking with Mr***, he accepted this as resolution to his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

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 19, 2016, regarding the above-referenced accountT-Mobile regrets any ongoing concerns that Mr*** has regarding an outstanding T-Mobile balance and negative reporting to his personal credit reportT-Mobile completed an investigation of this matter and we can confirm that the above referenced account was cancelled on October 13, 2012, when Mr*** ported his mobile numbers to another service providerAs stated in our correspondence to your office dated July 17, 2014, under file number ***, we agreed to remove Mr***'s account from third-party collections as a courtesy and instructed the collection agency to delete any negative information reported to the credit bureaus regarding the debtHowever, due to an inadvertent error, Mr***’s negative reporting was not removedWe sincerely regret any inconvenience this may have caused Mr***On March 29, 2016, we again instructed the collection agency to delete all negative reporting to the credit bureaus regarding the debt on Mr***’s accountPlease note that it may take up to days for Mr***'s credit report to reflect the changeBased 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, INCAika A*** Executive Response

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

August 11,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 31, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr***, we have been able to resolve his concerns to his satisfaction
T-Mobile regrets any concerns Mr*** experienced regarding his replacement deviceIt is important to note that T-Mobile records confirm that Mr*** is subscribed to a Device Protection program on his number ending in Device Protection is an optional service that provides mechanical breakdown replacements, insurance coverage for accidental damage, and lost/stolen protection for a monthly costThe provider of this service is Assurant SolutionsIt is important to note that as a result of the provider of the service being a separate entity from T-Mobile, T-Mobile is not informed on replacements being new or refurbished devices prior to them being sent through as an insurance claim, and if a device is received damaged the matter needs to be addressed with Assurant directlyT-Mobile records reflect that Mr*** filed an insurance claim on July 28, for his Apple iPhone 6S 64GB Rose Gold device
T-Mobile contacted Mr*** on August 11, 2017, and in an effort to amicably resolve the matter, offered to send him a brand new Apple iPhone 6S 64GB in exchange for his replacement received through the insurance as a gesture of goodwillMr*** has been asked to send his iPhone to our office at the following address:
T-Mobile USA, Inc
Attn: ECR A***
Menaul BlvdNE
Albuquerque, NM
Mr*** has been advised that as a result of providing an exception to policy for the replacement, he will be responsible for out-of-pocket expenses to return the device, but has been issued a $one-time bill credit for the cost to use a reputable shipping provider with a tracking number, leaving his account active with a credit balance of $which will apply to his next billing statement that will generate on or around August 14, Mr*** was informed that the device will arrive to the address he provided me within seven business daysPursuant to our conversation, Mr*** considers the matter resolved, and has no further concernsT-Mobile regrets any inconvenience to Mr***, and we appreciate his business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Adrianne F*
Executive Response

October 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 October 2, 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 accountT-Mobile regrets any concerns Ms*** encountered with her equipment and with requesting that her Samsung Galaxy Sbe unlocked for use with another carrierIn an effort to amicably resolve this issue, on October 4, 2016, we emailed the SIM unlock code and instructions for unlocking the Samsung Galaxy Sto Ms***We apologize that Ms***’s previous requests to unlock her device were declinedAs an additional courtesy, we have applied a credit of $to Ms***’s account which is equal to one month of service on her selected rate planThis credit reduced the outstanding balance on Mr***’s account to a credit balance of $and he can verify this by visiting www.T-Mobile.comT-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, INCChris R*** Executive Response

January 9, 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 December 31, 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 *** *** as an authorized user of the accountT-Mobile regrets any concerns Mr*** has experienced regarding a recent handset upgrade and traand we appreciates the opportunity to respond to his concernsT-Mobile records indicate that on December 15, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone Plus 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 monthly installmentsPlease note that the EIP with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balanceIt is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determinationOnce the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the storeHowever, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicatedOnce received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cyclesT-Mobile records confirm that Mr***’s trade- in handsets were received on December 31, 2016, and January 1, 2017; as such, on the same dates, Mr*** received two trade- in credits to his account in the amounts of $eachPlease be advised that one of the $credits was applied to Mr***’s balance leaving a revised balance of -$The remaining credit of $was applied to Mr***’s EIP, closing the EIPPlease 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 Care departmentBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCJames H*** Executive Response

Revdex.com:

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

November 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 3, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfactionT-Mobile regrets any inconvenience Mr*** encountered regarding the return of his handsetPlease be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as on-line at www.T-Mobile.comAs stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).” Based upon the above, it is our position that the restocking fee assessed when Mr*** returned his device on November 3, 2016, is validHowever, T-Mobile records confirm that Mr*** contacted our Customer Care department on November 3, 2016, and that the restocking fee and the Sim Card were both credited toward the account balance in the amount of $Additionally, as a gesture of goodwill, and to compensate Mr*** for his inconvenience, T-Mobile entered an additional one-time courtesy credit in the amount of $toward Mr***’s account balancePlease note, as of the date of this letter Mr***’s account reflects 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, INCMercedes V*** Executive Response