T-Mobile Usa Inc

May 17, 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 4, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr*** regarding device returns and T-Mobile’s Jump on Demand (“JOD”) lease agreementPlease 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 T-Mobile records confirm that Mr*** participated in T-Mobile’s “JOD” program with the lease of a Samsung Galaxy SEdge handset on December 16, “JOD” is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime Upon further research, T-Mobile records indicate that the “JOD” lease for the Samsung Galaxy SEdge handset was removed from Mr***’s account by pursuant to his request on January 22, T-Mobile records indicate that on March 16, and April 9, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPad Pro 128GB tablet and a Samsung Galaxy SPlus handset Accordingly, Mr*** was asked to make down payments totaling $and agree to a series of monthly installments totaling $per month On April 20, 2017, the EIP for the Apple iPad Pro 128GB tablet was removed as the equipment was returned T-MobilePlease note that T-Mobile does not have any record of the Samsung Galaxy SPlus handset being returned to T-Mobile’s return warehouse Please be advised that T-Mobile spoke with Mr*** on May 16, and is continuing to work with him toward an amicable resolution for 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Christopher R*** Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meTMobile was very courteous and helpful The issue was resolved without incident
Sincerely,
*** ***

July 9, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondencedated June 30, 2015, regarding the above-referenced account. Please beadvised that we have made several attempts to contact Ms***, which haveproven unsuccessful. As such, T-Mobilewill make every effort to address her concerns within this letter. In Ms***’ letter to your office, she indicates that she was notable to use service with her handset in or around her home We regret any coverage issues Ms*** has experienced. Unfortunately, T-Mobile is unable toguarantee coverage in all areas. Thereare 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 actual service,quality, and availability. T-Mobile recordsconfirm that Ms***’ billing cycle ran from the 21st of the month to the20th of the following month, with payment due on the 13th. Pursuant to T-Mobile policy, customers may besuspended when payment in full is not received by the payment due date. Customers can make a payment via electroniccheck or credit card, online, over the phone either through the InteractiveVoice Response (IVR) or with Customer Care or in person at one of our localretail store locations or by mailing it to the payment lockbox address on theirbilling statement remittance slip. A review of theaccount confirms that Ms***’ payment that was due on March 13, 2015, inthe amount of $was not received on time. T-Mobile provided Ms*** with messages and a billing notificationproviding the payment due date. Aspayment was not received timely, T-Mobile suspended the account’s ability toplace outbound calls. As stated in ourTerms and Conditions, if we suspend a customer’s service and then laterreinstate it, a fee may be assessed. Therefore,when Ms*** made a payment on March 26, 2015, and the account wasreactivated, the account was assessed a $restore from suspension fee perline of service. It is T-Mobile'sposition that these fees were validly assessed. T-Mobilerecords reflect that Ms*** purchased aSamsung GalaxyNote handset on December 10, 2014. By purchasing T-Mobile equipment, our customers receive a one-yearLimited Warranty provided by the manufacturer of their deviceDuring theLimited Warranty period, customers are eligible to receive an advanced replacementof their device via T-Mobile’s Handset Exchange ProgramAlternatively,customers can replace their device through a post-exchange program bycontacting the manufacturer directly to discuss repair or replacementoptions. Under theHandset Exchange Program, T-Mobile will provide a replacement handset of thesame or equivalent model, with a Service Warranty Processing Fee, provided thatthe non-working handset is in good physical condition with no modifications ordamage, such as broken or cracked plastics, LCD or internal parts, or liquiddamage. T-Mobile records reflect that Ms*** participated in the Limited WarrantyExchange process on March 30, It is important thatif customers experience any difficulties with the service, that they provideCustomer Care details of the problem, including the date and time and thearea(s) in which it occurred, including the major cross streets. Please note that this information is criticalto our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile canattempt to resolve the issue through network or equipment adjustments. Please be advised that Ms*** did notallow T-Mobile the opportunity to thoroughly troubleshoot or explore additionalLimited Warranty options prior to cancelation of the account on June 25, Instead, T-Mobilerecords confirm that Ms*** canceled her account on June 25, 2015, when sheported her mobile numbers to another service provider. If a customer has an open EquipmentInstallment Plan (EIP) and the account is canceled, any remaining open EIPbalance on the canceled account is accelerated and becomes due with the finalbilling statement. This information is disclosed within the EIP agreementprovided at the time of purchase. Assuch, the, the remaining EIP balance of $was accelerated and will be postedto the final billing statement dated July 21, 2015. It is T-Mobile'sposition that the remaining EIP balance is valid and owed However, in aneffort to resolve the matter, if the handsets are returned to my attention inlike-new condition T-Mobile agrees to credit the accelerated balance. Thehandset can be mailed at Ms***’ expense to me at the followingaddress: T-Mobile USA, Inc.Attn: Dot ***c/o Executive ResponseP.OBox ***Albuquerque, NM 87176 T-Mobile recommends thatMs*** request a tracking number when shipping the equipment as T-Mobile isnot responsible for equipment being returned back to T-Mobile. We askthat Ms*** please include the handsets, batteries, chargers, and heraccount information within the box to insure proper credit. Please beadvised if the full handset kit is not returned such as the charger, a$20.00-$restocking fee will be deducted from the credit offeredabove. If the handset hassustained either physical or liquid damage that would void the Limited Warrantythe handset will be returned to Ms*** and the EIP balance and finalpro-rated monthly access charges will then be considered valid. It isimportant to note, Ms*** must have the equipment post marked for return nolater than July 21, 2015. Should Ms*** fail to meet this date theoffer shall be considered void and charges will be considered valid Additionally, any outstanding balance for monthly access charges ornon-return fees incurred through the date of cancelation will remain valid andowed. T-Mobile regrets any inconvenienceto Ms***. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. Dot W***Executive Response

February 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 February 13, 2016, regarding the above-referenced accountT-Mobile regrets any frustration Ms*** experienced in regards to our trade in programT-Mobile currently offers a traprogram and customers may be eligible to tratheir device for credit towards a new equipment purchase or a current outstanding Equipment Installment Plan (“EIP”) balanceIt is important to note that not all locations are able to directly accept tradevicesSome locations require that the customer mail the JUMP! upgrade eligible device being tradto a return centerThe customer is presented with the terms and conditions of the traand if the customer is agreeable, the retail location then provides a mailing label and shipping envelope for the device, which must be returned within days in the same condition as when presented for inspectionT-Mobile records indicate on November 8, 2015, Ms*** started a new EIP for a Samsung Grand Prime Gray device for her line ending in ***While we do regret any misunderstanding, we do not show this order was processed with a device traand T-Mobile was not expecting a traassociated with this orderT-Mobile records further indicate on November 22, 2015, Ms*** started a new EIP for a Samsung Galaxy SGold device with 32GB of memory for her line ending in ***The order indicated that a Sony Ericsson Xperia ZBlack device would be sent as a trafor this orderT-Mobile confirms on December 22, 2015, Ms*** started a new EIP for a Samsung Galaxy Gear SGray Watch for the line ending in ***We do not show this order was processed with a device traand T-Mobile was not expecting a traassociated with this order eitherT-Mobile confirms on December 11, 2015, our return center received two Sony Xperia ZBlack devicesDue to the November 8, order not processing with a device trade-in, our system only recognized one of the two Sony Xperia ZBlack devices received as part of our traprogramT-Mobile records indicate that upon receipt of the package at the return center and inspection of the Sony Xperia ZBlack device associated with the November 22, order, it was found to have physical damage making it ineligible for the trade in program credit to apply to the outstanding EIPOn December 30, 2015, T-Mobile confirmed this damage with Ms***We advised the outstanding EIP for this device will be adjusted except for a $deductible charge to cover the damaged phone which was accepted by Ms***On January 21, 2016, one of the two outstanding EIP balances totaling $for a Sony Xperia ZBlack device was accelerated to post the outstanding EIP to Ms***’s next bill closing future charges for this EIPT-Mobile also accelerated a partial amount of the outstanding EIP balance totaling $for the remaining Sony Xperia ZBlack deviceDue to an inadvertent error, this EIP was not closed to prevent future charges being added to Ms***’s accountT-Mobile records further indicate we accelerated a partial amount of the outstanding EIP balance totaling $to cover part of the EIP balance owed for the Samsung Gear SGray Watch to help further resolve Ms***’s concernsThe accelerated charges totaled $and have been adjusted from Ms***’s account balanceThe balance after this adjustment totals $which includes monthly recurring charges totaling $plus EIPs totaling $In an effort to amicably resolve the situation, T-Mobile has ended the EIP for the remaining Sony Xperia ZBlack device and adjusted the final monthly EIP charge of $from Ms***’s account balanceThe accelerated charges previously mentioned total $and have been adjusted from the account balance which leaves no deductible owed by Ms*** for the damaged Sony Xperia ZBlack deviceThe adjustments leave Ms***’s updated account balance at $which includes monthly recurring charges totaling $plus EIP charges totaling $due March 1, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCJennifer G*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me, and I will be leaving Tmobile as soon I get the chance to deal with moving my lines, however I will accept their 300$ offer since I do not have time to pursue this furtherSincerely, *** ***

December 8,
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 November 30, 2016, regarding the above-referenced account. Please be advised that T-Mobile contacted Mr*** as he does not listed as an authorized user on the account. Mr*** confirmed that he is the account holder and provided us a copy of his driver’s license in which his name reflects as *** ** *** ***.
T-Mobile regrets hearing of Mr***’s concerns with the processing of his return equipment and the monthly equipment charges assessed to his account. Please be assured that we 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 contacts with our Customer Care department
T-Mobile records confirm that on July 5, 2016, Mr*** purchased one iPhone 6s Plus with of memory device and elected to financed it with our Equipment Installment Plan (“EIP”) program. Mr*** was not required to pay a down payment and agreed to monthly installments in the amount of $35.42. Records further confirm that at this time Mr*** purchased an iPhone 6s with 64GB of memory device. Mr*** was not required to pay a down payment and agreed to monthly installments in the amount of $
As of the time of Mr***’s purchase T-Mobile provided a days return period which allowed Mr*** to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
A review of Mr***’s concerns confirms that T-Mobile received the iPhone 6s Plus with 64GB of memory device, however; T-Mobile has no records of the return of the second iPhone 6s with 64GB of memory device. Nevertheless, in an effort to amicably resolve this matter, on December 8, 2016, T-Mobile closed the EIP balances for both devices. In addition, T-Mobile issued a onetime bill credit to Mr***’s account in the amount of $equivalent to the monthly equipment payments assessed to Mr***’ account so far. Mr***’s account reflects a credit balance in the amount of $7.56. 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
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 I wish to thank JASON at tmobile or resolving thisHe really is excellent, and should be working at the corporate level! Thank you, Revdex.com for your help
TomSincerely, *** ***

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 20, 2017, regarding the above-referenced accountWe are pleased to advise that we have contacted Ms*** and resolved the matter to her satisfactionT-Mobile regrets any concerns Ms*** has experienced regarding her T-Mobile billingMs*** activated her account on November 6, 2016, at which time she subscribed to the T-Mobile ONE rate plan which provides unlimited voice, messaging and high-speed data service, plus a variety of Un-carrier benefits starting at $per month for two lines of servicePlease be advised that customers subscribed to T-Mobile ONE who enroll in AutoPay receive a $credit per line of service, per month, while they maintain enrollment thereby allowing for customers to have two voice lines on T-Mobile ONE for a monthly cost of $before applicable taxes and feesAutoPay automatically deducts funds from a customer's chosen payment method, i.e., bank account or credit card, approximately two days before the bill due date and applies them to the account as a paymentAt the time of Ms***’s above-referenced activation, she purchased two iPhone handsets through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $and for taxes on the full retail price and agree to 24-monthly installments in the amount of $The estimated cost per month for all of the services described, including Ms***’s EIP was $before applicable taxes and feesPlease be advised that when a customer activates service and accepts a new rate plan through T-Mobile’s retail channel, they are required to sign documentation that includes the EIP agreement, rate plan description and monthly costOur records confirm that Ms*** provided her signature on the above-referenced documentationIn addition, we regret any concerns Ms*** has experienced regarding T-Mobile’s Carrier Freedom promotional offerThere are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceCustomers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60-days of activation of their T-Mobile accountAdditionally, at the time of Ms***’s above-referenced equipment purchase, she traded her previous devices to T-Mobile in exchange for a deferred tracredit totaling $Based on our investigation, there is no record of Ms***’s submission for the Carrier Freedom offer and at this time Ms*** is beyond the timeframe in which she would have qualified for the offerNevertheless, in an effort to amicably resolve the matter and upon speaking to Ms***, T-Mobile offered for Ms*** to provide an unaltered copy of her final billing statement from her previous carrier which clearly outlined her itemized cancellation expenses, which Ms*** didTherefore, on January 31, 2017, T-Mobile submitted for a prepaid debit card in the amount of $to be sent to Ms*** which will be delivered within business daysPursuant to our conversation with Ms*** the matter is resolved and she has no further concernsWe regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Account No***To Whom It May Concern:T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated January 17, 2018, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter. T-Mobile regrets any concerns Ms*** has with her cellular service. T-Mobile takes consumer privacy and security very seriously, and we provide information regarding protecting consumer privacy on our website, www.T-Mobile.com. Information about the safe use of third-party applications, those not created by T-Mobile, can be found on our Privacy webpage (see “Third-Party Applications for your Devices” link). T-Mobile recommends that Ms*** make use of password protection, maintain possession and control of her device and carefully evaluate the third-party applications that she is downloading. On January 16, and January 19, Ms*** reported technical issues with her handset to our Technical Specialist Team. Our Technical Specialist Team assisted with troubleshooting on both occasions and Ms*** has not reported further technical issues after January 19, 2018. If Ms*** still requires assistance with her handset we would be more than glad to assist herMs*** may contact out Technical Specialist team at or by calling the number below.Lastly, as Ms*** mentions that she has concerns with medical assistants at a certain facility in Garland, Texas, we recommend that she direct her complaint directly to that facility for research and resolution.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MOBILE USA, INC.Belen L***Executive Response

May 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 May 23, 2017, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any continued concerns experienced by Mr*** regarding his T-Mobile accountAccording to our records on May 22, 2017, Mr***’s account was suspended for non-payment for the balance of $On May 23, 2017, T-Mobile contacted Mr*** to assist him options to restore the accountAs such, Mr*** accepted a payment arrangement and in turn, T-Mobile restored his account without any restore from suspend feesIt is important to note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency Again, we apologize for the inconveniences this has caused and appreciate the opportunity to address Mr***’s 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

Complaint: ***I am rejecting this response because:
Tmobile was able to rectify service issues in the home by sending a receiver, however I am connected to WIFI at home and use WIFI calling or my home phone through *** when needed
Additionally, the only way to prove that my calls constantly drop is through my call recordsOn several occasions during my commute, for instance, you can see that my calls to 773-397-droppedThis is a good friend of mines, *** ***, who can attest to thisShe tends to call back when I have service (usually within a few minutes the call actually goes through.)
Each day I lose service from my exit onto Route 59/I90, in Hoffman Estates Illinois, until I reach Irving Park Road, in Streamwood, IllinoisThis is everyday, not a one off thingAs you an see from the attached, I have filtered ***'s phone number to show the back to back calls from my phone losing service, and the "call waiting" indication from her calling me back after I had lost service already while on the phone with her This proves that Tmobile constantly drops my calls
I would like to cancel services at the end of the current cycle and not have a balance due.Sincerely,*** ***

January 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 17, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Ms***’ concerns have been resolved to her satisfactionT-Mobile regrets any concerns that Ms*** has experienced regarding the activation and cancelation of her T-Mobile accountT-Mobile records confirm that Ms*** activated the above-referenced account on November 29, At the time of activation Ms***’ account was subscribed to the T-Mobile ONE family rate plan, including unlimited talk, text and data at a monthly cost of $130.00, not including taxT-Mobile records further confirm that Ms*** added AutoPay to her account, essentially providing her with a $monthly discountIn addition, at the time of activation, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two new LG KdevicesThe EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceAt the time of Ms***’ purchase, she was asked to make a down payment of $per device and pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $per deviceMs*** should have expected to receive monthly billing statements that approximated $136.00, which included the rate plan, monthly EIP, the AutoPay discount and taxesAs of the time of Ms***’ purchase of a new handset for use on the mobile numbers ending in *** and ***, T-Mobile provided a 14-day return period which allowed Ms*** to use the equipment to see if it meets her needsIf the equipment or services were not acceptable, the equipment could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseT-Mobile records confirm that Ms*** contacted T-Mobile requesting cancelation on December 10, 2016, and was sent a prepaid return shipping labelDue to an inadvertent error, the account was not cancelled as requested; however, on December 15, 2016, Ms*** contacted T-Mobile once again to cancel the account, which was successfully completedAs Ms*** returned her equipment as instructed, records confirm that we received the two devices on December 15, 2016, which were traceable with tracking number ***In an effort to amicably resolve Ms***’ concerns, T-Mobile adjusted her account a total of $which was for the prorated monthly access charges and the acceleration of the EIP’s, leaving the account closed with a zero balanceIn addition, a refund was issued in the amount $for the equipment charges, directly to Ms***’ bank accountT-Mobile regrets any inconvenience caused 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, INCLupe C*** Executive Response

Revdex.com:
Distinguished members of the Better Bussiness BureauI am writing to let you know; that thank your diligence T-Mobile has response fast and resolve the matter of my negative report that they made against me of the three credit report agenciesI am grateful
for your uninterested service to the Consumers
*** *** *** ***
DRNavy Captain

April 4,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her T-Mobile handsetMobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirementsPlease note that Ms***’s account is eligible for approval of an MDU request for her Samsung Note serial number ***As such, on March 16, 2017, T-Mobile emailed Ms*** with the instructions needed to unlock her device using her device app
Ms*** contacted us several times stating she was unable to unlock her device using the app and we tried to assist her by troubleshootingHere are the instructions for the unlocking the device through the app:
Launch the Device Unlock app
On the first screen, select continue to connect to the server
Wait for the device to connect to the server
Select the type of unlock: Temporary or Permanent
Please wait until the app connects to your carrier and requests to unlock
When an “Unlock Approved” message is received
Once received restart the device to apply the new unlock settings
After further troubleshooting, Ms*** continued to have issues and we recommended that she visit our T-Mobile retail store
In an effort to amicably resolve this matter, on March 27, 2017, T-Mobile forced an override for Ms***’s device Mobile Device Unlock since the Device Unlock app could not identify the approvalIf Ms*** continues to have issues with her device she may contact me at the number provided below for further assistanceT-Mobile regrets any inconvenience to Ms*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

April 10,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***
T-Mobile Account Name: *** and *** ***
Your File
No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 27, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** regarding his final payment for equipment and his military discount not being consistent
Please be advised that on July 25, 2010, Mr*** had a military discount added to his T-Mobile account for the Navy which gave him a 15% discount towards his monthly recurring chargesOur records show that on December 14, 2014, Mr*** changed his rate plan to $Simple Choice Unlimited and the discount was removed since Mr*** chose a promotional plan that was already heavily discounted and did not qualify for the monthly discountMr*** is currently on the same rate plan and has not received the military discount since the rate plan change was made
T-Mobile records show that on August 12, 2017, Mr*** paid off his Equipment Installment Plans (“EIP”) with a final payment in the amount of $However, due to an inadvertent error, the system continued to bill the monthly EIP charge with the final charges posted to the billing statement dated December 18,
Please be advised that on January 5, 2017, Mr*** cancelled his T-Mobile account when he ported his mobile numbers to another carrierThe final billing statement reflected the amount due of $consisting of monthly recurring charges and applicable taxes and fees for the billing period of December 19, 2016, through January 18,
In order to amicably resolve the matter, on March 31, 2017, T-Mobile contacted Mr*** and offered to credit his account the amount of the payment for $Additionally T-Mobile offered an adjustment in the amount of $for service billed from January 6, 2017, through January 18, Mr*** accepted and a credit in the amount of $was applied to his account leaving him with a credit balance in the amount of $T-Mobile offered to refund the $to Mr*** in the form of a pre-paid cardHe accepted this as resolution to his concerns and will receive the pre-paid card within seven to ten business days
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
Jimmie P***
Executive Response

Complaint: ***
I am rejecting this response because:
I was only called or times, while I'm at.work ,when I'm off no one responds due to being closed, wrong info about JUMO that you guys say it was "resolved ' which wasn't I had a previous phone number before *** which was with the Samsung edge and it's not being understood , now with the Samsung galaxy + was given wrong information also thank you
Sincerely,
*** ***

April 10,
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 27, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced in regards to the final balance on her accountT-Mobile records reflect that Ms*** activated her account on January 24, and as of April 20, 2010, Ms*** was subscribed to the Family Time Unlimited Nights rate plan with three lines of service
Our records confirm that on November 19, 2009, Ms*** participated in T-Mobile’s now grandfathered Handset Upgrade ProgramAt the time of Ms***’s participation, the Handset Upgrade Program provided a substantial discount on new handsets in exchange for a new month contractual agreement or the choice to purchase the handset at full retail price with no contract requirementAt the time of the upgrade, Ms*** received a substantial discount in exchange for a 24-month contract for the mobile number ending in *** that stipulated up to a $early termination fee if service was canceled prior to November 19, On November 23, 2009, Ms*** participated in the Handset Upgrade Program in exchange for a 24-month contract for mobile number ending in Furthermore, on December 26, 2009, Ms*** participated in the Handset Upgrade Program in exchange for a 24-month contract for mobile number ending in ***
It is important to note that under T-Mobile policy, early termination fees will be prorated based on the following criteria: More than days remaining on contract: $200.00; 91-days remaining on contract: $100.00; and less than days remaining on contract: $If the account is cancelled within the last days of the contract, the early termination fee is $or the amount of the customer's recurring charges, whichever is less
T-Mobile records confirm that Ms*** canceled the mobile numbers ending in *** and *** on August 25, 2011, when she ported her mobile numbers to another service providerOn August 30, 2011, Ms*** contacted T-Mobile and requested to cancel the mobile number ending in ***Ms***’s billing cycle ran from the 20th of one month to the 19th 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 September 19,
Please be advised that Ms***’s last payment remitted on her account was received on July 26, 2011, in the amount of $As such, Ms***’s current balance of $consists of charges for the following billing statements:
• Ms***’s June 20, billing statement reflects a total balance of $which consists of services rendered from May 20, 2011, through June, 19,
• Ms***’s July 20, billing statement reflects a total balance owed in the amount of $The balance consists of a past due balance of $140.73, credits totaling $36.00, and new charges in the amount of $for services rendered from June 20, 2011, through July 19,
• Ms***’s August 20, billing statement reflects a total balance owed in the amount of $The balance consists of a past due balance of $219.19, the above mentioned payment of $104.73, credits totaling $8.95, and new charges totaling $for services rendered from July 20, 2011, through August 19,
• Ms***’s September 20, billing statement reflects a total balance owed in the amount of $This balance consists of a past due balance of $214.11, new charges totaling $for services rendered from August 20, 2011, through September 19, 2011, and an early termination fee for each line of service that was canceled prior to the contract end date
Due to continued non-payment, on October 18, 2011, Ms***’s account was referred to a third-party collection agencyOn August 2, 2012, the account was sold to Midland Credit Management (“MCM”)In conjunction with the attempts to collect the outstanding balance, Ms*** was billed an outside collection fee of $132.35, bringing the balance on the account to $
Please note that T-Mobile has no records of offering Ms*** to waive her early termination fees and the past due balance on her accountAs such, T-Mobile considers this balance to be valid and owedMs*** may contact (“MCM”) directly at 1-800-501-to discuss her payment optionsT-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
Juan B***
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will update again if I do not receive the prepaid card.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I would be interested to know which "requirement" this particular phone did not satisfy The prior owner DID meet all the requirements, but it seems that they do not "stay" with the phone, as I believe they should...as far as I can see, T-Mobile likes to impose all the "requirements" on the actual person making the request, not on the phone's prior history
Sincerely,
*** ***

June 28,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 14, 2017, regarding the above-referenced accountPlease be advised T-Mobile has resolved Ms***’s concern to her satisfaction
T-Mobile regrets any concern Ms*** experienced regarding her accountUpon speaking to Ms*** she confirmed that part of her concern is regarding an order placed on April 22, 2017, which included a Samsung GShandset and accessoriesAt the time of purchase, Ms*** was given the breakdown of the accessory purchase price, which was provided to her on the Equipment Installment Plan (‘EIP”) that she accepted and agreed to with her electronic signaturePlease be advised on May 19, 2017, T-Mobile credited $to resolve Ms***’s concern regarding the accessories purchase priceOn June 8, 2017, the EIP charges were completely removed for the accessories so Ms*** was not charged for any of the accessories purchased
On June 27, 2017, to amicably resolve this matter, T-Mobile offered Ms*** a credit of $to go towards the purchase of a Samsung GSMs*** accepted this offer as resolutionPlease 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 contacts with our Customer Care
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carolina F* Executive Response