T-Mobile Usa Inc

February 22, 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 concerns that Mr*** experienced regarding his accountOur records confirm that Mr*** activated a Simple Choice No Credit Check account on August 10, 2015, with two lines of serviceA deposit of $was required at the time of Mr***’s activationRegrettably, Mr*** cancelled his account on January 24, 2016, when he ported his numbers to another providerPlease note that Mr***’s billing cycle ran from the 3rd of one month to the 2nd 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, Mr*** was billed through February 2, Mr***’s final billing statement, dated February 3, 2016, was in the amount of $The deposit remitted at the time of Mr***’s activation was released and applied to the balance owed, reducing the balance to $In an effort to amicably resolve Mr***’s concerns, on February 17, 2016, T-Mobile issued a credit in the amount of $to Mr***’s account for the balance owedMr***’s account remains closed with a zero balanceWe further regret any inconvenience Mr*** may have experienced during his contact with our Sales OfficePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail locationBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

December 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 December 4, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** experienced regarding his handset return and billingT-Mobile records confirm that on December 4, 2015, replacement equipment was ordered for Mr***’s non-working equipment, and it was shipped to him on August 13, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipment in a timely mannerAs 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 processedIn an effort to amicably resolve Mr***’s concerns, on November 11, 2015, although outside of the return period, T-Mobile agreed to credit the non-return fee as we had verified receipt of Mr***’s Samsung Galaxy ShandsetIn total, T-Mobile has adjusted $to Mr***’s account for this matter, which is equivalent to the non-return fee and a month of servicePlease note that Mr***’s account remains active with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCRuben A*** Executive Response

December 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 15, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** regarding his account concernsOur records confirm that on August 17, 2015, Mr*** contacted T-Mobile regarding a missing employee discountOn August 19, 2015, in an effort to resolve the matter, T-Mobile applied a credit of $which was equivalent to the amount which would have been discounted from Mr***’s account for the billing statements dated December 2, 2014, through August 2, Additionally, at that time, Mr***’s employee discount was correctly applied to Mr***’s accountT-Mobile records confirm that on September 11, 2015, T-Mobile identified that the dealer code listed on Mr***’s account was invalidAs such, at that time, Mr***’s account was set for cancellation to take place on October 12, Mr*** was notified to contact T-Mobile, via email, at [email protected] in order to provide necessary documentation to avoid service cancellationRegretfully, T-Mobile did not receive Mr***’s documentationAs such, Mr***’s account was cancelled on October 12, According to our records, on November 12, 2015, T-Mobile issued a prepaid refund card, to Mr***, in the amount of $for the remaining credit balance on Mr***’s accountHowever, as T-Mobile did not have an updated billing address on file, Mr***’s refund was returned to T-MobileNevertheless, in an effort to amicably resolve the matter and upon speaking to Mr***, on December 22, 2015, T-Mobile updated Mr***’s address and resubmitted the aforementioned prepaid debit card in the amount of $141.84, which Mr*** should to be delivered within business daysMr***’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

September 12, 2017 FILED ELECTRONICALLY 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 correspondence dated August 30, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to reach Mr*** multiple times and regret to inform you that our attempts were unsuccessfulAs such, we will attempt to address his concerns within this letter. We regret hearing of Mr***’ recent experience and appreciate being given the opportunity to address his concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’ recent contact with our retail location and Customer Care Our records indicate that the account was canceled on March 18, 2017, due to porting numbers out to a new carrier. Please be advised, while customers are able to port out their mobile numbers to another provider at any time and cancel service, they are still responsible for all charges incurred on the account through the end of the current billing cycle. It is important to note that we do not have record of the retail location calling in to cancel services within the return period Nevertheless, in order to amicably resolve this issue; we have credited the account in the amount of $71.08. Mr***’ account remains closed with a zero balanceT-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. Felicia 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
I'd like to sincerely thank you, the Revdex.com, for your promptness in contacting T-Mobile, to address my concerns and resolve this matter Thank you for being an advocate for the consumer
Thank you T-Mobile, for your quick response in resolving this issue It is greatly appreciated and we are pleased with the resolution Our family is happy, once again, to be T-Mobile customers
Sincerely, *** ***

I am still waiting for the follow up call from T-Mobile, please do not close until I speak with them and ensure my bill has been credited and adjusted as I was promised.
Sincerely, *** ***

December 19, 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 December 9, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’ concerns have resolved to his satisfactionT-Mobile regrets any inconvenience caused to Mr*** with regards to the chain of events he endured since activation, through today’s dateT-Mobile records indicate that Mr*** activated the above-referenced account on November 12, 2016, with two mobile numbers which end in *** and ***At the time of activation, Mr***’ account was enrolled in AutoPayAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking accountAdditionally, T-Mobile records indicate that at the time of activation, Mr*** qualified for and took advantage of our JUMP On Demand (“JOD”) program offering with the lease of a Samsung Galaxy SEdge and an LG Stylo deviceJOD is a new way for customers to upgrade to the hottest devices whenever they wantJOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeAt the time of Mr***’ lease, he was not required to make an upfront capital cost reduction payment toward the equipmentMr*** agreed to a series of 18-monthly payments in the amount of $As of the time of Mr***’ lease of two new handsets for use on the mobile numbers ending in *** and ***, T-Mobile provided a 14-day return period which allowed Mr*** to use the equipment and services to see if it met his 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 lease that was entered into at the time of the original purchaseRecords confirm that Mr*** cancelled his service on November 22, 2016, which was ten days after activation as the monthly bill and services were not suitableAt the time Mr*** cancelled the services, he returned the equipment and the JOD was closed accordinglyPlease 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 online at 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 two $restocking fees assessed when Mr*** returned the devices on November 22, 2016, are validAs the account was enrolled on AutoPay and the due date for the first month of service was on December 6, 2016, T-Mobile drafted the amount due which totaled $207.14, on December 4, for the billing period from November 14, 2016, through December 13, Please note, newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleFor instance, a customer’s billing cycle may run from the 1st of the month through the 30thThey will receive notice of their monthly recurring service and feature charges on or around the 2nd of the month, and those charges will be due on the 22ndIf during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advanceA customer is assigned a billing cycle one to four days after activationT-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billedThese usage charges would appear on the customer’s first billing statement, along with the monthly recurring service charges for their regular billing cycleFor example, Mr*** activated service on November 12, Mr*** subsequently received a billing statement dated November 13, That billing statement did not include rate plan charges, taxes or fees for the period of November 12, 2016, through November 13, It did include rate plan charges for the period from November 14, 2016, through December 13, 2016, which was Mr***’ regular billing cycleAs the service was only active for ten days, and the payment of $was auto drafted from Mr***’ bank account, on December 9, T-Mobile’s Cash Applications Team directly deposited a total of $back to the bank account in which the account was set up on AutoPay and was for the service that ran from the date of cancelation, through the end of the bill cycle, December 13, The remaining amount that totaled $was for the services that ran from the date of activation, through the date of cancelationIn an effort to amicably resolve Mr***’ concerns, T-Mobile has agreed to directly deposit a refund in the amount of $to Mr***’ bank account which should be deposited within three business daysThis amount is a reflection of the eight overdraft fees that Mr*** incurred, the billed charges for the service used from November 12, 2016, through November 22, 2016, the restocking fees, the charge in which Mr*** paid upfront for the SIM card started kits and a goodwill amountT-Mobile regrets any inconvenience caused 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, INCLupe C*** Executive Response

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

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 19, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr*** has experienced regarding the JUMP! On Demand (“JOD”) program on his accountT-Mobile records confirm that on October 20, 2015, Mr***, qualified for and took advantage of our JOD program offering with the lease of an Apple iPhone 6S Plus and an Apple iPhone 6S deviceAt the time of Mr***’s lease, he was not required to make a capital cost reduction payment, and agreed to a series of monthly payments in the amount of $plus applicable taxCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoAt the time of activation, records confirm that Mr*** elected to add the Premium Handset Protection (“PHP”) feature to the mobile numbers ending in ***, *** and *** at a monthly cost of $per mobile numberThis feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it as defined in the program brochureCustomers with PHP can contact T-Mobile to initiate an exchange under the PHP warranty programThe PHP warranty program provides customers with replacement equipment of the same or like-kind model, provided that the non-working equipment is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageRecords further confirm that Mr*** contacted T-Mobile on November 30, to remove the PHP feature from each of the mobile numbers that were subscribed to the feature, however the JOD program remained on the account as the JOD and PHP are two separate programs/featuresT-Mobile regrets any confusion or misunderstanding that may have been caused to Mr***In an effort to amicably resolve Mr***’s concerns, T-Mobile has agreed to close the remaining JOD lease installments on the Apple iPhone 6S Plus and Apple iPhone 6S, essentially leaving Mr*** no longer financially responsible for the monthly payments on the equipment and allowing him to keep the equipmentIn addition, T-Mobile has placed an adjustment on the account in the amount of $60.83, which represents the JOD charge and tax that reflected on the bill dated January 19, Mr***’s new account balance is $144.64, and is due on February 11, T-Mobile regrets any inconvenience caused 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, INCLupe C*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and although I don't agree with Tmobile version of entirely what transpired, and amount owed at time of cancellation of services, I find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***
I am rejecting this response because:Thank you T-Mobile for finally getting to the heart of the matter It has taken back and forths for T-Mobile to recognize the crux of this claim Dear Revdex.com Please see the line in their reply that says "we do not have the same ability to provide unlimited data roaming and therefore must place reasonable limits on off-network usage".I am asking the Revdex.com to compel T-Mobile to cease using the word unlimited in its marketing materials and to change the name of my plan to MB maximum, or else remove the cap It should be clear to all parties that the use of the word Unlimited and "reasonable limits" are absolutely antithetical You cannot market a product as unlimited and still place limits To do so is fraud Thus I am asking the Revdex.com to challenge T-Mobile's business practices and make them stop committing fraudulent behaviour.T-Mobile has two courses of action: either desist from using the word unlimited or else remove the "reasonable limits" to restore their program to unlimited.Please note that there are many inaccuracies in the letter from T Mobile They did not try to contact me (1st para) I do not own a LG Vhandset I own a Blackberry (5th para) I have only once had the issue of breaching the cap and it was on this occasion that I started to complain Contrary to what is stated in para I have not repeatedly reached my domestic data roaming allotment.Sincerely, Sincerely,
*** ***

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated July 6, 2015, regarding the above-referenced accountPlease note that T-Mobile has resolved this matter to Ms*** satisfactionMs*** activated her account on June 15, 2012, at which time she agreed to keep her service active for monthsMs*** then requested cancellation of her service on July 10, As this was prior to the agreed upon terms, Ms*** was assessed $for three $early termination fees with applicable taxAdditionally, Ms*** states she was advised by *** that T-Mobile offers price matching on handset upgradesT-Mobile records do not indicate such a program was offeredOn May 31, 2013, Ms*** ordered two Samsung Galaxy S devicesAfter being informed that T-Mobile does not price match, Ms*** returned the phones on July 3, 2013, and the $charge for equipment was removedPlease be advised that after multiple notices the account was referred to *** *** ***on October 9, As they were unsuccessful in collecting the balance owed, on April 5, 2014, the account was referred to *** *** *** While it is T-Mobile’s position that the early termination fees are valid and owed, in an effort to amicably resolve Ms*** concerns T-Mobile has credited the account in the amount of $for the early termination fees assessed toward the account including applicable taxesAdditionally, T-Mobile has credited the account in the amount of $for services rendered from June 11, to July 10, Ms*** T-Mobile account remains cancelled and reflects 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 regarding this debtPlease note that it may take up to days for Ms*** credit report to reflect the changeT-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 the address below or *** *** *** Very truly yours, T-MOBILE USA, INCTy R*** Executive Response

April 6, 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 March 31, 2016, regarding the above-referenced accountT-Mobile regrets that Mr*** went through such a traumatic experience with the car accident and hopes he is doing well in his recoveryT-Mobile attempted to contact Mr*** which proved unsuccessful; however, Mr*** did reach out to us, and left a voicemail indicating that the complaint was misrouted and intended for the towing company who assisted with his vehicle after the accidentAs such, T-Mobile respectfully request that this complaint against T-Mobile be closed and it be forwarded to the correct companyThank 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, INCSacny A*** 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 meHOWEVER! T-Mobile / CINDY - has been in contact with me via email and fax, for the past several days, so them stating, they have not been able to contact me is a LIE!I accept, AT THIS TIME, their refund of $as stated.Sincerely, *** ***

May 15,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with our promotionsMs*** activated her T-Mobile account on January 2, 2017, and attempted to take advantage of our Carrier Freedom Reimbursement offerAt the time of activation, T-Mobile offered Ms*** with a tracredit of $for her iPhone Plus, which was applied to her account balance and towards her new handset down payment
In order to qualify for the reimbursement, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationIt is also important to note the Ms***’s Carrier Freedom is calculated by taking the final balance owed to the prior carrier and subtracting the amount already paid for the trade-inRegretfully, T-Mobile did not find records of a submission for Ms***’s Carrier Freedom ReimbursementWe regret if Ms*** was provided with any misinformation
In an effort to amicably resolve this matter, Ms*** agreed to provide me with a copy of her previous carrier’s billing statement to my attention at [email protected] for further review and processing of her Carrier Freedom ReimbursementMs*** accepted this as a resolution
In regards to Ms***’s coverage, T-Mobile is always working to improve its coverage, and we regret any service issues that she may have experiencedAlthough 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 noticeT-Mobile has verified the address on Ms***’s account and based on the coverage map, confirms that her account address is in a 4G good coverage area with no known issues
It is important to note that we have no record of Ms*** contacting us with concerns regarding her coverageIt is important that if Ms*** experiences any difficulties with the service, that she provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments
On May 12, 2017, T-Mobile reached out to our T-Mobile Engineering for review of Ms***’s home coveragePlease allow up to five business days for our T-Mobile Engineering Team to respondT-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

March 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA *** *** *** *** *** *** *** *** *** *** *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated February 24, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experiencedPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr*** recent contact with our customer careAs Mr*** mentioned in his letter to your office, Experian, a vendor who processes credit applications for T-Mobile, suffered a breach of their data service that houses information about roughly million T-Mobile customersThis breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, and September 16, Please know that T-Mobile is fully cooperating with Experian in this investigation and will continue to do so as long as necessaryThe records that were compromised include information such as names, addresses and birthdatesThere were encrypted fields for social security numbers and identification such as driver’s license or passport; however, it is believed that this encryption may have also been compromisedAs Mr*** is concerned that his information was compromised as a part of this breach, Experian is offering two free years of free credit monitoringTo enroll, he will need to visit the following website: www.protectmyID.com/securityincidentExperian has posted additional information at www.Experian.com/T-MobileFacts and Mr*** can also refer to our own website at www.t-mobile.comT-Mobile records indicate that on August 22, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 32GB handset in WhiteEIP 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 installmentsBased on his personal credit history at the time of Mr*** purchase, he was not required to make a down payment; however, he agreed to pay $up front, which is for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $29.17, which will appear on the first bill following the purchase of the deviceBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damagePlease be advised that on February 6, T-Mobile records reflect, Mr*** contacted T-Mobile customer care to report that he was unable to place an order with Assurant, T-Mobile’s insurance providerAs an out of policy step in order to resolve Mr*** concern, on February 9, 2016, T-Mobile processed an in house claim and placed an order for an Apple iPhone 6s Plus 16GB handset in Rose GoldAs a courtesy, rather than requiring Mr*** to pay the $deductible up front, T-Mobile billed the full cost of the device in the amount of $to Mr*** accountIt is important to note that on March 1, 2016, T-Mobile placed a one-time credit $to Mr*** account bring the cost of the replacement device to $At the time the order was placed Mr*** was advised that he would be responsible for paying the $175.00; the cost for the deductible of the device and that it would become due on the bill dated February 25, Further, T-Mobile records confirm that on February 28, 2016, Mr*** elected to make a one-time payment in the amount of $towards the remaining balance on his EIP leaving his with a remaining balance of $Finally, upon speaking with Mr*** he notified T-Mobile that he has already secured service with a different service provider at this timeMr*** has elected to keep his device and pay the remaining $that is owed on the handsetAs a gesture of good will in regards to his concern T-Mobile has agreed to absolve the remaining balance for servicesMr*** account reflects a zero balance with no further payment due to T-MobileWe apologize for any frustration that Mr*** experienced while trying to resolve his handset concern and look forward to serving him in the futureBased 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, INCShannon R*** Executive Response

Complaint: ***
I am rejecting this response because: Ronnie from T Mobile waived the hidden charges added to my service that shouldn't have been applied when the phone was ordered. The promotion for a 2nd phone not additional line was for an additional $a month plus the cost of the phone in installment. I specifically informed the representative who made the sale if there were anymore fees attached to the promo I did not want the phoneRonnie is a fast talker. He offered to send a sim card at no cost to me for my Tablet but removed my ability to access the internet. Now if I want to have internet service back on my devices I will be charge an additional a month. He should restore my service back to what is was and write off their error for the additional charges for internet service. These promotions are just one BIG SCAM to fool customers into to spending more money. No I AM NOT SATISFIED BEING LIKE TO BY A FAST TALKER
Sincerely,
*** ***

February 17, 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 February 4, 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 is pleased to advise that we have contacted Ms*** and resolved the matter to her satisfactionT-Mobile records confirm that, on December 21, 2015, Mr*** activated his T-Mobile accountAt that time, Mr*** subscribed to the Simple Choice North America Unlimited Talk, Text, and Data rate plan for $per month plus applicable taxes and fees for one line of serviceMr*** first billing statement dated December 23, 2015, consisted of monthly access charges of $52.71, applicable taxes, and fees for a total balance of $T-Mobile records confirm that, on January 22, 2016, Mr*** cancelled his T-Mobile accountThe final billing statement dated January 24, 2016, consisted of partial monthly access charges of $1.67, international charges of $for the mobile number ending in ***, applicable taxes, and fees for a total balance of $Our records confirm that, on February 10, 2016, a payment in the amount of $posted towards Mr*** account reducing the balance to zeroPlease be advised that cancelled customers receive a revised final billing statement which reflects payments made towards their account balance after cancellationMr*** will be sent a revised final billing statement which reflects a zero balanceAdditionally, we regret any concerns Ms*** has experienced regarding international charges to the accountWith T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128KbpsThese speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and mapsHowever, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroadAdditionally, voice calls back to the U.Sand Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no costIt is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees)Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country ratesThis is the case with the charges referenced in Ms*** correspondencePlease be advised that upon the handset registering with a foreign network, a series of text messages are sent to the handset that inform the customer of applicable rates in the country in which they are locatedThe messages sent state: • Free T-Mobile Msg: Welcome to Unlimited text incl with your global coverageTalk $0.20/minMore info http://t-mo.com/T&C • Free T-Mobile Msg: call charges are: FREE to the US, $0.20/min locallyTo all other countries: long distance rates (as if originating from the US) • Free T-Mobile Msg: Unlimited web included as part of your global coverageTo purchase high speed data please visit: http://t-mo.com/4G-Data Based on the informational text messages that were sent to the mobile number ending in *** and the usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be validNevertheless, in an effort to amicably resolve the matter and upon speaking to Ms***, on February 10, 2016, T-Mobile submitted a prepaid debit card in the amount of $to be sent to Ms*** at the billing address of recordPlease note that Ms*** will receive her refund within business daysMr*** account remains closed with a zero balanceWe 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

August 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 August 3, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms*** with the refund process. T-Mobile records reflect that in July 2017, three payments were made toward Ms***’s account. On July 3, a payment arrangement was set up with the first payment of $on July 15, and the second on July 29, for $set to be remitted by Ms***’s financial institution. On July 12, a payment notification reminder was sent to the mobile number ending in *** advising of the upcoming payment. The first payment posted on July 15, 2017, the second on July 18, 2017, and the third on July 29, 2017. The payment made on July 18, is the payment that Ms*** indicated was made in error and a refund was requested. Unfortunately, Ms***’s account had a payment returned within the last three months, and as such, the payment is required to remain on the account for days before a refund can be issued. Please be advised that the payment would have been eligible to process as of August 1, 2017. On August 7, 2017, T-Mobile processed a refund in the amount of $back to Ms***’s financial institution. In addition to amicably resolve Ms***’s concerns, T-Mobile provided a one-time courtesy credit in the amount of $50.00. Ms***’s current account balance is $363.11. T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Lauren L*** 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 truly appreciate T-Mobile taking the time to read my complaint and consider the case as an individual caseAfter my mother passed away, there were many bills and vendors to deal with As you can imagine dealing with these vendors in this during this situation has been extremely difficultSome have just read my letters, or my complaints, and sent me can responsesI truly appreciate T-Mobile taking the time to actually read my letter, and read my complaint, and add a level of humanity and compassion to itThank you very much for understanding the situation and zeroing out the balance on this account.
My mother was a wonderful person, and T-Mobile helped keep her connected to her entire family near and farThank you for that Sincerely, *** *** ***