T-Mobile Usa Inc

August 21, 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 9, 2017, regarding the above-referenced account. Please be advised T-Mobile has resolved Mr***’s concern to his satisfaction T-Mobile regrets any concerns Mr*** experienced regarding his account. Our records confirm that on July 15, 2017, Mr*** updated his rate plan to our T-Mobile ONE Taxes Included rat plan for $to include four lines, which would be affective on July 24, 2017, at the start of his bill cycle. Upon speaking to Mr*** he confirmed that he had accepted the rate plan changePlease be advised that T-Mobile confirmed there was no new lines of service activated on Mr***’s account On August 8, 2017, Mr*** contacted T-Mobile with concerns regarding his bill and in an effort to amicably resolve the matter, T-Mobile updated his rate plan to his previous Simple Choice four lines rate plan for $100.00, with unlimited talk, text and 2.5GB of high speed dataIn addition, Mr*** was provided an account credit of $20.00. Due to an inadvertent error the data package on several lines was not added, which caused Mr*** to not be able to use his data. On August 9, 2017, T-Mobile added the appropriate data packages to all lines on the accountOn August 14, 2017, in an effort to further amicably resolve this matter, T-Mobile credited Mr***’s account in the amount of $90.23, leaving an account balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Carolina F* Executive Response

June 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 June 9, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience that Mr*** has experienced in regards to both his service and his billingIn Mr***’s letter to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
T-Mobile records indicate that on April 23, 2017, Mr*** activated two lines of serviceAt the time of Mr***’s activation and port in of the mobile numbers ending in *** and ***, T-Mobile provided a 14-day return period to Mr*** that allowed him to use the service to see if it met his needsIf the service was not acceptable, then Mr*** could have canceled the service during that time and receive a refund for his purchase
On May 6, 2017, Mr*** ported out his mobile numbers ending in *** and *** to another service provider thereby cancelling his account within the return periodIt should be noted, however, that if service was canceled during the return period, monthly service charges for usage incurred during that period were be considered valid and owed
Nevertheless, as a gesture of goodwill, on June 11, 2017, T-Mobile issued a refund via pre-paid debit card to Mr***’s address of record for the amount of $consisting of the prorated services rendered and the cost of System Identifying Module (“SIM”) cardsPlease note that it may take up to seven to ten business days for Mr*** to receive the pre-paid debit cardIn addition, T-Mobile has issue an adjustment for the services rendered in the amount of $As such, Mr***’s account remains closed and reflects 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 attentionShould you have any further questions, please feel free to contact me at 844-213-ext***
Very truly yours,
T-MOBILE USA, INC
Jhayd G*** Executive Response

May 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt
of your correspondence dated May 15, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’ satisfactionWe regret any inconvenience Ms*** may have experienced regarding the billing name on her accountT-Mobile records indicate that Ms*** account was originally opened under her maiden name *** ***Ms*** had called in and requested to have the account reflect her married nameIt should be noted that the name was changed to *** as requested on March 3, However due to an inadvertent systematic error the billing name was changed back to ***T-Mobile reflects that on April 26, 2016, the billing name on the account was changed back to ***Unfortunately by this time Ms*** account had been canceled pursuant to her requestIn Ms*** letter to your office she brought up concerns regarding the cancellation request of the line ending in *** being reactivated without her consentT-Mobile records reflect that Ms*** billing cycle runs from the 19th of the month through the 20th of the following monthOn March 22, 2016, Ms*** contacted Customer Care to request the cancellation of mobile number ending in ***Upon speaking with Ms***, she was advised that pursuant to T-Mobile policy the line would be terminated at the close of her billing cycle on April 20, Please be advised that on March 26, 2016, Ms*** again contacted Customer Care for an unrelated concern and was advised of the cancellation dateFurthermore during interaction T-Mobile placed a credit on Ms***’ account in the amount of $as she was unaware that the line would terminate and the end of her billing cycleIt should be noted that on April 20, 2016, the mobile number ending in *** did in fact cancel as requested by Ms***Prior to Ms*** cancelation of mobile number ending in *** on April 20, 2016, Ms*** was on the Simple Choice Unlimited Talk, Text and Data promotional family time rate plan which provides unlimited talk, text and data up to 4G/LTE speeds and requires two or more lines of serviceAs of the date of cancellation Ms*** was left with one remaining line, as such, her rate plan was changed to the Simple Choice North American single line rate including (2) two gigabytes of data as to avoid any unnecessary chargesPlease be advised that as the unlimited data is included in the family rate plan, when changed to a single line the unlimited feature was automatically removedIt is important to note that additional data packages may be added at the consumers request by either contacting Customer Care, or online via our website at www.t-mobile.comT-Mobile regrets any inconvenience Ms*** may have experiencedWhen Ms*** account canceled by porting out on May 7, 2016, she was billed for an entire billing cycleA port-out is when a customer transfers their T-Mobile mobile number to another provider, either wireless or landlineAs previously mentioned above, Ms***’ billing cycle ran from the 19th of the month through the 20th of the following monthNevertheless, on an effort to amicably resolve this matter, T-Mobile issued Ms*** a refund in the amount of $which was her final month’s charges that were paid on May 11, Ms*** should expect to receive the refund to the address on file within five to seven business daysIt should be noted that Ms***’ account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***-***Very truly yours, T-MOBILE USA, INCJames H***Executive Response

Thank you for getting back to me, I tried to reply to the response but it wouldn't let me.He lied about me knowing the information before making the transfer, that must be generic letter or something because my whole dispute is they didn't notify me of the changesI called to ask about the actual jump program, and what they said before I even went into the store was after I pay half of the phone I would qualify for the jump which would mean I could upgrade to a different phone at no cost, and the remaining balance of the (iPhone 6) would be the remaining balance of the (Samsung edge) when I specifically asked so its like a trade in (just to make sure my understanding was correct) he said yesWhen we went into the store the associate that sold us the phone also stated the same thing, as long as we turn in the iPhone 6 (why would I pay half of the iPhone and return it just to pay the whole portion of the Samsung edge, that makes no sense, and I would have NEVER agreed to that, I would have paid off the iPhone and re-sale it to put towards the purchase of the Samsung edge)Also I noticed in his response that he said I purchased additional equipment at the time of "jump" , we were obviously fooled again, because the associate advised us that we qualify for a free case and screen guard at no extra cost, so actually I wasn't aware we were being charged for those accessories until now.So basically they are misleading customers into making unwanted purchases. I also certified my complaint to them asking them for itemized billing on how much I paid for the iPhone 6, and requested the iPhone return to me, and I would pay the remaining balance from that and they NEVER responded. Thank you*** ***

Hello, I am writing to detail that the complaint, *** has been handledI had email the CEO office in order to get the issue taken care of, but at this time they have been working to resolve the issue. Thank you, *** ***

Complaint: ***
I am rejecting this response because:
I called the *** ext # *** left a voice message for a call back regarding this matter and I have not received a called backI also reply to an email this morning requesting a call back regarding this matter.
Sincerely,
*** ***

March 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 February 28, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr*** may have experienced with the JUMP! On Demand programJUMP! On Demand provides customers another affordable option to use the best new devices on our amazing Data Strong networkThe lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly costCustomer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of deviceCustomers only pay taxes on the capital cost reduction at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billAdditionally, customers who trade in a smartphone and sign up for JUMP! On Demand with an iPhone or iPhone Plus (all memory variants) can receive a $monthly bill credit, which reduces their monthly lease payment to $or $per month before applicable sales tax plus lock in the same promotional price on their next iPhone upgrade through the end of the In review of Mr*** account our records confirm that he has accepted the following JUMP! On Demand leases: • On September 19, 2015, Apple iPhone 6S 16GB in Space Gray, in which he makes payments of $27.00, and a credit of $is issued to offset the equipment cost leaving the updated balance to $• On September 19, 2015, Apple iPhone 6S 16GB in gold, in which he makes payments of $27.00, and a credit of $is issued to offset the equipment cost leaving the updated balance to $• On September 20, 2015, Apple iPhone 6S 64GB in Gold, in which he makes payments of $31.56, and a credit of $is issued to offset the equipment cost leaving the updated balance to $• On December 16, 2015, Apple iPhone 6S Plus 64GB, in which he makes payments of $35.56, and a credit of $is issued to offset the equipment cost leaving the updated balance to $A review of Mr*** account confirm that the credits have been applied in a monthly basis, however the dates in which the credits have applied have varied, on March 11, 2016, T-Mobile has contacted Mr*** in which a credit totaling $has been applied to his account covering one additional month of credits towards the JUMP! On Demand programAdditionally a lump sum credit of $was issued to offset the cost to the Apple iPhone 6S 16GB in gold purchased on September 19, 2015, leaving the monthly payments at $T-Mobile will monitor Mr*** account to ensure that the credits are applied accordinglyT-Mobile regrets any inconvenience Mr*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCSacny A*** Executive Response

May 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 May 16, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced in regards to his T-Mobile accountT-Mobile records confirm that on April 4, 2017, at Mr***’s request, T-Mobile cancelled the mobile number ending in ***On May 16, 2017, T-Mobile applied a credit of $to Mr***’s account, of which $was for the SIM card purchase made on the day of activation and $was for the final charge for the line ending in *** on Mr***’s May 1, billing statementIt is important to note that Mr***’s account was not assessed a cancellation fee
As Mr***’s account reflected a balance owed of $95.85, for the May 1, billing statement, the balance was reduced to $In an effort to resolve the matter, on May 22, 2017, T-Mobile applied a credit of $7.22, to Mr***’s account, for the remaining cost of the SIM card purchaseAs Mr***’s account reflected a zero balance, the account balance was brought to a credit balance of $Mr*** has accepted this as a resolution to his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

May 27,
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 23, 2017, regarding the above-referenced accountPlease note the account holder of record is Mr*** *** and Ms*** *** is an authorized user on the account
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms*** may have encounteredT-Mobile appreciates the feedback Ms*** has provided as it allows us to take the necessary steps to improve future customer experiences
T-Mobile records indicate that, on March 15, 2017, Ms*** was provided with a $credit toward the LG Vdevice she purchased via our Equipment Installment Plan (“EIP") offer on June 21, Please note that a credit toward an EIP will reduce the number of installments remaining and not the amount of the monthly installmentsAccordingly, the remaining balance owed as of March 15, was $was promised and as of the date of this letter there are nine installments remaining
Please note that T-Mobile has confirmed these changes were reflected on the billing statement dated March 19, We have provided a copy of this statement to Ms*** where we have highlighted the related items for her recordsMs*** has been provided with the email address ***@T-Mobile.com as well as the below phone number and we ask that she contact me directly if she has any additional questions 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
Liana G*** Executive Response

Complaint: ***
I am rejecting this response because: Why my bill this month is and they charge two phones in different number and just have oneI was offer also a free phone if I take another line free
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The person writing the rebuttals for T-Mobile is a liar I took my phone to T-Mobile in Adrian, Michigan where my friend works she showed me the true coverage map and told me straight up the bands aren't supported with the towers in my area anymore I'm more then certain they should know this too if a store employee doesI also stated I get service in Adrian, Michigan which is where data gets used which are different towers then the ones in other areas so it has nothing to do with my phone being unlocked from sprint since it clearly does work on older towersI don't appreciate being lied too but I even more don't appreciate when someone calls me a liar you don't want to give me restitution that's fine I'll take my business elsewhere but I'll be warning everyone the type of shady business practices T-Mobile conducts.
Sincerely,
Toney * ***

May 8,
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 24, 2017, regarding the above-referenced account
T-Mobile regrets any ongoing handset concerns experienced by Ms*** regarding her Apple iPhone 6sDuring 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, 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
Please note, under our Limited Warranty exchange, customers will receive a like-new replacement device if a warranty exchange is neededFurthermore, customers who subscribe to our Premium Handset Protection insurance bundle do receive an extended warranty outside of the manufacturer’s one year warranty, however a like-new handset is sent as a replacement as well
It is very important to note that handsets which are reconditioned through T-Mobile or the manufacturer are built using only the highest of quality parts, and are tested extensively for functionalityAs such, like-new replacement handsets that are sent to customers as warranty exchanges are tested to ensure that they are sent to customers without any known issues
Should Ms*** be unsatisfied with our exchange program and receiving a like-new replacement, she may contact Apple, the manufacturer of her equipment, and discuss alternative replacement options
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
Martin G***
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I spoke with the rep from tmobile and we both agreed that the store should have been more transparent with shipping options. At the time of ordering, there was only one shipping option given of $foot one day. I understand the clerk was attempting to save me money on shipping but the whole process should have been explained in detail with "ALL" options explained
Sincerely,
*** ***

July 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 June 29, 2017, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any concerns Ms*** may have experienced in regards to the final billing statementT-Mobile records confirm that Ms*** canceled her account on May 7, 2017, when she ported her mobile numbers to another service providerMs***’s billing cycle ran from the 28th of one month to the 27th 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 May 27,
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 pro-rated charges incurred from May 7, 2017, to May 27, This brought the revised account balance to $We regret 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
Lauren L***
Executive Response

May 22,
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 15, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her T-Mobile handsetT-Mobile records confirm that on April 23, 2017, Ms*** participated in our Jump! On Demand promotion for a Samsung Galaxy SEdgeJUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong networkMs*** made a payment in the amount of $218.02, which consisted of her $capital cost down payment, $SIM Starter Kit, and $in sales tax
On May 2, 2017, our records confirm that United Parcel Services (“UPS”) completed an investigationRegretfully, on May 10, 2017, UPS filed a claim for the lost package as it was not found
In an effort to amicably resolve this matter, on May 19, 2017, T-Mobile sent up an escalation for Ms***’s refund in the amount of $Please allow up to five business days for the refund to appear with Ms***’s financial institutionIn addition, on May 19, 2017, T-Mobile sent Ms*** a prepaid refund card in the amount of $to her address on the correspondencePlease allow seven to ten business days for regular mailingAs of May 19, 2017, Ms***’s account number *** remains canceled with a zero balanceMs*** will keep her 4G monthly prepaid account with her current mobile numberT-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

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 records confirm that Mr*** *** is a listed authorized user on Mr***’s account
T-Mobile regrets any concerns Mr*** has experienced regarding his online billingT-Mobile records indicate that Mr***’s account has been active since December 16, From the time the account was activated, through the current date, the account has had a total of different mobile numbers. Due to a system limitation, accounts with more than lines of service, which includes active and inactive lines of services, may not be able to view all billing details from their online accounts
At this time, Mr***’s account currently has a total of active lines of service. T-Mobile advised Mr*** that we can move the active lines of service to a new billing account to resolve this matter. Please be advised that Mr***’s account will not lose any services or features and the billing rates will remain the same if he decides to move his lines of service to another billing account number so that his online billing will be viewable. If Mr*** is interested in moving the lines of service to another account, he may contact me at my number below
T-Mobile records show that Mr***’s account receives a paper billing statement each month to the address of record. Mr*** may request that we send a copy of the billing statement to a second address each month for no additional charge. Mr*** may contact Customer Care at *** if he would like to request that we send an additional copy to another billing address. T-Mobile regrets any inconvenience to Mr*** and Mr*** and we appreciate their business
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
Ally Y***
Executive Response

February 7,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** Your File No*** T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 25, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Ms*** concerns have been resolved to her satisfaction
T-Mobile regrets any concerns Ms*** has experienced with regards to her handset and refund requestT-Mobile records indicate that on November 2, 2015, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy GSdeviceEIP 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 installments
Accordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms*** account the warranty was extended as Ms*** was subscribed to the Premium Handset Protection (“PHP”) feature from the time of activation, however she removed the feature on November 26, During the one-year Limited Warranty period, Ms*** was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange 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
Although Ms*** device was out of the one-year limited warranty and her mobile number was no longer subscribed to the PHP feature, on January 21, 2017, T-Mobile made an exception for Ms*** and processed a handset exchange for herMs*** handset was sent to a retail location for pick up and records confirm that the handset appeared to have physical damage; therefore, she was not able to take possession of the replacement device
On January 23, 2017, Ms*** contacted T-Mobile and requested cancelation of the account based off of her most recent experience at the retail locationAs T-Mobile uses a billing system known as bill current, Ms*** was billed for the monthly recurring service charges that ran from January 23, through February 22, 2017, which was charged to the account and went toward the credit balance of $
As of the December 23, billing cycle, Ms*** account had a credit balance of $361.62, then when the following bill was generated and totaled $202.53, the account’s credit balance was then brought to $159.09, records further confirm that the account was given adjustment in the amount of $on January 21, 2017, which then brought the credit balance to $
In an effort to amicably resolve Ms*** concerns, T-Mobile has agreed to place a credit toward the account in the amount of $192.54, which was for the bill dated January 23, 2017, less the $charge for third party contentBy placing additional credit toward Ms*** account, this brought the credit balance back to $At Ms*** request, T-Mobile has directly deposited the credit balance of $directly back to her bank account which she should expect to see in the next three business daysIn addition, T-Mobile will enter Ms*** account after the final billing close date which is February 22, 2017, to ensure that the account is closed with a zero balance
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*** recent contact with our retail location and Customer Care
T-Mobile regrets any inconvenience caused 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
Lupe C*** Executive Response

December 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 4, 2016, regarding the above-referenced accountT-Mobile regrets any refund concerns Ms*** has experiencedT-Mobile records indicate that on October 31, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone EIP 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 24-monthly installmentsAccordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of 24-monthly installments in the amount of $T-Mobile records confirm that Ms***’s Apple iPhone was returned to our warehouse on November 15, Please be advised that it can take up to ten business days for credits to be applied from the date the equipment is received at the return centerOn November 20, 2016, a payment was received via credit card in the amount of $for monthly access charges from November 2, 2016, through December 1, Please note that T-Mobile issued a refund in the amount of $back to the same credit card used for the above mentioned payment on November 29, Please be advised that on November 28, 2016, Ms*** cancelled services with T-MobileIf 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 statementThe final billing statement issued December 2, 2016, reflected a balance of $for the remaining EIP balanceOn December 6, 2016, T-Mobile issued a credit in the amount of $to Ms***’s account for the remaining EIP balanceAdditionally, T-Mobile issued a refund in the amount of $back to the original credit card used for the down paymentLastly, on December 2, 2016, in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $in the form of a prepaid refund card to Ms***Please be advised that it may take up to ten business days for the prepaid refund card to arriveShould Ms*** have any questions regarding her refund card, she may contact Citibank at 800-522-Ms***’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response

March 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA
Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 21, 2017, regarding the above-referenced account. T-Mobile regrets that Mr*** has concerns with the charges for the insurance feature. T-Mobile records indicate that Mr*** purchased two Samsung Galaxy SEDGE handsets on March 15, with our Equipment Installment Plan (“EIP”). The signed paperwork from March 15, 2016, which we’ve attached for your convenience, shows that the optional JUMP! insurance features for $per mobile number per month were added to each of Mr***’s mobile numbers at the time of the purchase. When a customer enrolls in JUMP! insurance, Assurant (our insurance partner) sends welcome packets to customers that outlines their coverage and benefits of the feature Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60-days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Our records indicate that the JUMP! features was added to Mr***’s account on March 15, 2016; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on February 9, 2017. As this is beyond the dispute period, it is T-Mobile’s position that Mr*** remains responsible for all charges billed to the account. At Mr***’s request, the JUMP! insurance features were removed from his account effective February 9, As a gesture of goodwill, on February 9, 2017, T-Mobile issued a credit to the account in the amount of $for a month of the JUMP! charges and taxes. As a final gesture of goodwill and in an effort to amicably resolve this matter, on March 27, 2017, T-Mobile issued a credit to the account in the amount of $for months of the JUMP! insurance charges as final resolution in this matter. Mr***’s account balance reflects a credit balance in the amount of $240.00, the current billing period will close on April 4, T-Mobile appreciates Mr***’s business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response *Enclosures

July 4,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 21, 2017,
regarding the above-referenced account
T-Mobile regrets any concerns Ms*** has experienced in regards to her warranty non-return fee and dropped calls
In Ms***’s correspondence to your office, she indicates that she is not able to use service with her handset while traveling outside her homeWe regret any coverage issues Ms*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
It is important to note that we have no record of Ms*** contacting us with concerns regarding her coverage prior to June 21, 2017, which was the date that she contacted your officeIt is important that if customers experience any difficulties with the service, that they 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 adjustmentsShould Ms*** continue to experience concerns with her call quality, she may contact our Technical Support department directly at 800-937-
T-Mobile records confirm that on May 1, 2017, Ms*** filed a warranty exchange for her Apple IPhone Plus and was shipped a replacement device that dayPlease be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time an exchange is processedOur records indicate that Ms***’s non-working handset was not received, as such; Ms***’s account was charged $*** for the non-return fee and applicable taxesOn May 18, 2017, Ms***’s device was received by the T-Mobile warehouse but due to an inadvertent error the handset was not properly checked in
In an effort to resolve Ms***’s concerns, on June 22, 2017, T-Mobile applied a credit of $*** to Ms***’s account for the non-return fee and $*** in applicable taxesThe remaining balance of $*** consists of monthly access charges, Equipment Installment Plan charges, JUMP! On demand lease charges, and applicable taxes and fees for the period of June 17, 2017, through July 16, 2017, and is due by July 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Alyssa K***
Executive Response