T-Mobile Usa Inc

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 appreciate that T-Mobile contacted me promptly after Revdex.com intervention and truly made an effort to resolve the issue
Sincerely,
*** ***

April 18, 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 April 5, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr*** may have experienced with the Change of Responsibility (“COR”) and his Jump on Demand (“JOD”) lease agreementT-Mobile records confirm that on September 30, 2016, Mr*** contacted T-Mobile and processed a COR for the mobile numbers ending in 2339, 5280, and A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account Please note that Mr*** also wished to transfer a Samsung Galaxy Shandset and two Samsung Galaxy Shandsets JOD lease agreement associated with the mobile numbers ending in 2339, 5280, and to the new accountHowever, the JOD lease agreement is non-transferableAs the Samsung Galaxy Shandset and two Samsung Galaxy Shandsets were not turned it to T-Mobile when the COR was processed, the monthly JOD lease charges, continued to be assessed to Mr***’s account As a courtesy, and in an effort to amicably resolve this matter, T-Mobile removed the Samsung Galaxy Shandset and two Samsung Galaxy Shandsets JOD lease agreement on April, 18, Additionally, T-Mobile has issued credits to Mr***’s account totaling $for the last six billing cycles the handsets bringing Mr***s account to a credit balance of $T-Mobile regrets any inconvenience this may have caused 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 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 me I would like to thank Jason for going above and beyond and solving my issue. Sincerely, *** ***

October 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 26, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms***’s satisfactionT-Mobile regrets that we were unable to address Ms***’s concerns with our previous responseUpon speaking with Ms*** regarding this matter, she indicated that she was concerned with her recent equipment purchasesUpon review of the account, our records indicate that on August 16, 2016, Ms*** took advantage of T-Mobile’s “Summer Smartphone on Us” promotion, with the purchases of two Samsung Galaxy ONhandsets on an Equipment Installment Plan (“EIP”)Pursuant to the terms of the offer, customers who purchased a qualifying handset on an EIP qualified to receive the handset for free after the 24-month financing agreement, via monthly promotional credits equal to the cost of the monthly EIP installment amount for the handsetPlease note that the promotional bill credits continue monthly as long as qualifications for the promotion continue to be met, including keeping the account and all qualifying lines active and in good standingShould customers choose to cancel the account at any time during the promotion, the promotional credits will stop, and customers will remain responsible for the accelerated remaining balance owed for the handsetIn Ms***’s case, our records confirm that Ms*** agreed to a 24- month EIP agreement for her Samsung ONhandsets, with a monthly installment of $per handset, totaling $per monthAs Ms*** has continued to meet the qualifications for the promotion, she has received $in promotional credits, or $for the past two billing statementsWe regret any concerns that Ms*** has experienced regarding the terms and conditions of the “Summer Smartphone on Us” offerPlease note that Ms*** also indicated that she continues to experience coverage concerns, and does not find the coverage in her area to be acceptableWe regret if Ms*** was not made aware of the 14- day return periodAs a courtesy to Ms***, and in an effort to amicably resolve this matter, T-Mobile has agreed to allow Ms*** to return her like-new equipment to T-Mobile, in order to be relieved of the remaining EIP balances totaling $per handset, or $Ms*** has accepted this offer and will return the equipment to T-Mobile before November 3, In addition, T-Mobile has agreed to waive Ms***’s account balance of $102.02, resulting in a revised zero balancePlease note that Ms*** has agreed to port her mobile numbers to another provider by the end of her billing cycle, on October 16, 2016, to avoid incurring additional service charges, which would remain owing by Ms***Please be advised that as Ms*** is not in any contract with T-Mobile, she will not be charged any early termination fees for her cancellationMs*** accepted this offer as resolution in full to her concernsBased 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, INCKayla J*** Executive Response

November 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 November 24, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Mr***’s concerns to his satisfactionWe regret any inconvenience to Mr*** regarding our handset promotionsAs Mr*** is aware, from September 9, to September 25, new and existing postpaid customers who traded in their fully paid off iPhone (from any carrier) could get a new iPhone device for free (via bill credits) when purchased on our Equipment Installment Plan (“EIP”) programThe offer, also known as iPhone Trade Up, stipulated that customers who purchased a new iPhone 32GB device on EIP and traded in their fully paid off qualifying iPhone or 6s from any carrier will receive monthly EIP bill credits, up to a maximum of $per month, plus their one-time tracredit that together reduced the total cost of a new iPhone 32GB for a total of $in combined creditsOur records indicate on September 22, Mr*** took advantage of our EIP program and placed three separate orders as follows: • Apple iPhone 128GB Gold device for the line of service ending in ***Mr*** traded in an Apple iPhone 6s 64GB Gold device and on October 19, a tracredit of $was posted to his accountAlso, as of October 26, 2016.Mr*** is receiving credits of $per month• Apple iPhone 128GB Rose Gold for the line of service ending in ***Mr*** traded in an Apple iPhone Plus Space Grey and on October 19, he received a tracredit of $and is receiving monthly credits of $as of October 26, • Apple iPhone 128GB Black device for the line of service ending in ***Mr*** traded in an Apple iPhone 64GB Space Gray device and was quoted $tracredit and is receiving $monthly credit as of October 26, Based on these findings, we found Mr*** did not receive the $tracredit for iPhone 64GB although we have confirmed the device was received on October 10, and is receiving the monthly credits of $Also, there is a $credit difference to make the total of $as quoted in our offerWe also found Mr*** is missing and additional credit of $for the iPhone 6s 64GB device as he is only getting $between trade in and monthly creditsIn an effort to resolve Mr***’s concerns regarding our iPhone Trade Up promotion, on November 28, we applied a credit of $to compensate for the tracredit he did not receive and two credits of $each to make up for the difference in credits he did not receive as part of the iPhone Trade Up offer for a total of $Mr*** accepted the credits as resolution to his iPhone Trade Up concernsPer Mr***’s request, below is the breakdown of actual billing statement after all the discounts• $per month for Mr***’s rate plan + $additional line- $(Autopay discount) and $(Business Family discount) = $per month• $Mobile internet line -$(Combined account discount) = $per month• $for Premium Handset Insurance (“PHP”) features for three lines of service= $per month• $for Apple iPhone 128GB Rose Gold for line of service ending in *** - $(Trade Up credit) = $per month for months• $for Apple iPhone 128GB Gold for line of service ending in *** - $(Trade Up credit) = $per month for months• $for Apple iPhone 128GB Black for line of service ending in *** -$(Trade Up credit) = $per month for months• $for Samsung Tab E for Mobile Internet line of service ending in - $(Tablet On Us credit) = $per monthMr***’s approximate monthly charges are $plus applicable taxesMr***’s billing statement for the services rendered from September 23, to October 22, was of $which was approximately $higher than anticipatedIn order to resolve his concerns, on November 28, T-Mobile applied an additional $creditMr*** accepted the credit as resolution to his billing concerns and his account remains active with revised credit balance of $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, INCSal O*** Executive Response

December 30, 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 20, 2015, regarding the above-referenced accountPlease be advised, T-Mobile has contacted Mr*** and reached the resolution outlined in the letter belowT-Mobile regrets any misunderstanding regarding our Carrier Freedom programPlease be advised that beginning March 22, 2015, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.Scarrier to T-MobileT-Mobile will reimburse consumers’ remaining Equipment Installment Plans balances (“EIP”) up to $per device traded in at the time of their activationTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation they must potheir current mobile number, traa device that is identifiable as being on EIP with their pervious provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s EIPThe T-Mobile account must be active and in good standingAs this is a reimbursement offer, T-Mobile recommends that consumers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activityT-Mobile records indicate that Mr*** activated his account on August 14, and at the time of activation Mr*** traded in four *** devices and received a total trade in credit in the amount of $applied to his T-Mobile accountIt is important to note that the trade in of a device within a retail store is a final transactionPursuant to the agreement signed at the time of the trade-in, Mr*** agreed to and accepted the terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of your handset is final, non-refundable and non-returnable (unless otherwise required by law)”On August 20, 2015, Mr*** returned the T-Mobile devices and cancelled his account by porting his numbers to another carrierAs the account did not remain active within the time frame allotted for the reimbursement to process, the account became ineligible for the Carrier Freedom promotionHowever, in order to reach an amicable resolution, T-Mobile offered Mr*** a $credit in the form of a prepaid card in addition to the $he already received on August 14, in the amount of $and August 20, 2015, in the amount of $which was accepted as a resolution by Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this ***er 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

July 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 July 19, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr*** has experienced in regards to our June Samsung SBOGO promotion and a $credit. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during any of Mr***’s recent contacts with Customer Care Please be advised that the June Samsung SBOGO is a promotion that was offered from June 16, to July 13, 2017. With the promotion, eligible customers could purchase a Samsung Galaxy Shandset or Samsung Galaxy SPlus handset and get a second Galaxy Shandset or SPlus handset for free via rebate. The promotion required customers to maintain an eligible rate plan and add a new line of service during the promotional timeframe T-Mobile records indicate that Mr*** contacted Customer Care on July 18, to inquire about the June Samsung SBOGO promotion as well as a $credit. At that time, T-Mobile advised Mr*** that the June Samsung SBOGO promotion had expired on July 13, 2017; nevertheless, in an effort to amicably resolve Mr***’s concerns, T-Mobile instead offered a one-time credit of $if Mr*** opted to purchase a handset of his choosing at full price. Regrettably, Mr*** declined. On July 20, 2017, T-Mobile records indicate that Mr*** contacted Customer Care once again to inquire about the June Samsung SBOGO, at which point T-Mobile advised him once again that the promotion had ended on July 13, 2017. As Mr*** did not take advantage of the June Samsung SBOGO promotion during the offer timeframe, it is T-Mobile’s position that the offer is expired and therefore unavailable. Additionally, as Mr*** did not purchase a handset upgrade to receive the $credit that was offered by Customer Care, it is T-Mobile’s position that no credit is warranted Nevertheless, upon speaking with Mr*** on July 28, 2017, T-Mobile agreed to apply a one-time credit of $to Mr***’s account in an effort to amicably resolve his concerns. Additionally, T-Mobile advised Mr*** that beginning on July 28, and for a limited time, T-Mobile is offering our QSamsung GSBOGO promotion. With the QSamsung GSBOGO promotion, customers who meet all eligibility criteria can receive a rebate of $when purchasing two Samsung Galaxy ShandsetsT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Anthony M*** Executive Response

August 6,
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 August 4, 2015, regarding the above-referenced account Please note that T-Mobile has resolved this matter to Ms***’ satisfaction
We regret Ms*** had issues porting her mobile number from *** to T-Mobile On July 11, 2015, Ms*** visited a T-Mobile Premium Retailer and activated an account with a temporary mobile number ending in *** At the time of activation, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 16GB device. 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 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 $
As of the time of Ms***’ purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms*** to use the equipment to see if it meets her 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.
Ms*** worked with the T-Mobile Premium Retailer on multiple occasions soon after activation to have her *** mobile number ported to T-Mobile. T-Mobile records indicate that on July 30, 2015, Ms*** called our Customer Care department to discuss why her *** mobile number had not been ported over to T-Mobile Our records indicate on that date, she did not have appropriate account verification and as such, we were unable to discuss the account with her
On July 31, 2015, Ms*** visited the T-Mobile Premium Retailer store she activated with to discuss returning the above mentioned iPhone The store was unable to accept the return as Ms*** was past our day return period A call was then made to our Customer Care department where we advised Ms*** that only a regional manager can process a return outside this return period Ms*** then spoke with our Retention Department wherein her account was cancelled
Although it is outside the allotted days provided, in an effort to amicably resolve this matter, T-Mobile will allow Ms*** to return her device directly to my attention within days of the date of this letter at:
T-Mobile USA, Inc
Executive Response
Attention: Jennifer G***
*** *** *** **
Albuquerque, NM
Upon receipt of the handset, T-Mobile will revisit the account on August 17, 2015, and apply a credit to the balance on the account which will cover all charges associated with the iPhone T-Mobile will also adjust the pending charge for the remainder of the unpaid installments in the amount of $ T-Mobile recommends that Ms*** return the handset via a traceable carrier and request a tracking number when shipping. We ask that Ms*** please include the handset, battery, charger, and her account information to insure proper credit within the box. If the handset has sustained either physical or liquid damage that would void the Limited Warranty the handset will be returned to Ms*** and the EIP balance and final pro-rated monthly access charges will then be considered valid. Ms*** has accepted this as resolution to her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at *** *** ***
Very truly yours,
T-MOBILE USA, INC
Jennifer G***
Executive Response

April 27,
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 14, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Ms***’s concerns have been resolved to her satisfaction
T-Mobile regrets any concerns Ms*** experienced in regards to her non-working handsetT-Mobile records confirm that on October 28, 2016, T-Mobile’s Executive Office sent Ms*** a new LG Ghandset, at no cost, in exchange for her LG Ghandset, which she was experiencing concerns with
Please note that by purchasing T-Mobile equipment, Ms*** receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is 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 damageIt is important to note that Ms*** was required to pay a $service warranty processing fee for her Limited Warranty Exchange, as explained in the terms and conditions
Upon speaking with Ms***, on April 17, 2017, T-Mobile processed a Limited Warranty Exchange for her LG GhandsetAs the battery was no longer within the warranty period provided by the manufacturer, T-Mobile sent Ms*** a replacement battery directly from the Executive OfficeRecords confirm that Ms***’s replacement handset and battery were received on April 19, Ms*** has accepted this as a resolution to her concerns
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, INC
Diana J***
Executive Response

June 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** *** Your File No*** T-Mobile Prepaid Mobile NoXXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 5, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Mr*** to the number that he provided in his correspondence to your office on the following dates; May 20, 2016, May 24, 2016, May 26, 2016, May 27, 2016, May 31, 2016, June 8, and lastly on June 9, T-Mobile regrets any inconvenience that this matter may have caused Mr***In an effort to amicably resolve this matter, T-Mobile has made the following offers to Mr***: • On May 27, 2016, Mr***’s account was cleared to be eligible for reactivation despite the excessive usage; • On May 31, 2016, Mr***’s mobile number ending in *** was resumed from cancellation in order for him to port the mobile number to another carrierAs previously mentioned in our correspondence to your office, T-Mobile determined that Mr***’s usage was excessiveFurthermore, Mr*** agreed to T-Mobile’s Terms and Conditions upon activating service with T-Mobile which state the following, “We may change, limit, suspend or terminate your Service or this Agreement at any time.” In a further effort to resolve this matter, on June 9, 2016, T-Mobile applied a courtesy credit to Mr***’s T-Mobile account in the amount of $55.00, which is equal to one month of serviceIf Mr*** would like to remain a T-Mobile customer he can make a payment to his T-Mobile account on or before DATE for his monthly service planBased on the information listed above, T-Mobile respectfully declines to take any other action in relation to this matter, and we request that this complaint be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** Executive Response

April 3,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated March 19, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** in regards to receiving a refund
T-Mobile records show that Mr*** made a payment of $leaving his account with a credit balance in the amount of $Mr*** then cancelled his account on March 1, 2017, when he ported his number to another carrier
Please be advised that customers with a cancelled account with a credit balance are required to wait a 30-day time period before the refund is issued in order to cover any account debt that may be owedOur records show that on March 9, 2017, Mr*** requested a refund of the credit balance however was denied due to the day waiting period
In order to resolve the matter, on March 30, 2017, T-Mobile contacted Mr*** and offered the refund in the form of a pre-paid MasterCard however he requested a checkT-Mobile accepted and advised that he would receive the check in within business days and he acceptedT-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 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jimmie 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 meSincerely, *** **

August 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 20, regarding the above-referenced account
T-Mobile is always working to improve its service, and we regret any data service issues that Mr*** may have experiencedUnfortunately we are unable to guarantee data speeds in any locationThere is no way to predict an exact speed with the variety of factors that can affect a customer’s experienceThe device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell siteAdditionally, customers may experience different results based on location and number of other customers on the network
T-Mobile records confirm that Mr*** has the T-Mobile ONE Unlimited data feature at no additional cost on his lines of service ending in *** and ***Please note that the T-Mobile ONE Unlimited data feature provides Unlimited 4G LTE of device data, unlimited 3G Smartphone Mobile Hotspot, optimized video streaming, one hour of Gogo in-flight and Limited domestic data roamingIn review of Mr***’s usage, indicates that he has not approached or exceeded any amount of data usage that would result in de-prioritization or slowing of his service during times of network congestionIt is T-Mobile’s position that Mr*** is being provided service in accordance with the selected rate plan and terms of service
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
Amor M*** Executive Response

November 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 October 23, 2016, regarding the above-referenced accountT-Mobile regrets any handset concerns Mr*** has experiencedT-Mobile records reflect that Mr*** purchased a Samsung Galaxy Note on February 9, By purchasing T-Mobile equipment, Mr*** receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageOn October 5, 2016, Mr*** requested to process a warranty exchange for his Samsung Galaxy Note and as such a replacement device was mailed to his local T-Mobile retail locationWhen Mr*** arrived to his local T-Mobile retail location to replace his defective Samsung Galaxy Note handset, T-Mobile discovered that the defective handset had a pink/red liquid damage indicatorAs such, the T-Mobile retail store could not complete the warranty exchange due to liquid damageNevertheless, on October 27, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to send Mr*** a replacement Samsung Galaxy Note at no cost to him as a one-time courtesyMr*** accepted the offer as a resolution to his concernsBased 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 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 March 15, 2017, regarding the above-referenced account
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms*** associated to the QApple Trade In Offer promotion
Our records reflect that on March 4, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one iPhone 7+gigabyte (“GB”) Black handset under mobile number ending in ***At the time of purchase, a down payment of $was remitted and monthly installments of $per month were accepted
At the time of the above listed EIP, Ms*** elected to traone iPhone + 64GB Silver handset with IMEI number *** for a trade in value of $Please note that the travalue of $went towards the required down payment of the above listed EIPAdditionally, pursuant to her request, her rate plan was changed to the T-Mobile ONE rate plan for $per month with mobile numbers ending in *** and ***
Please be advised that from March 3, through 9, 2017, T-Mobile offered the QApple Trade In Offer promotion whereby eligible customers would get an Apple iPhone 32GB for free or an Apple iPhone Plus 32GB for $after an instant traand marebate when they porta line and trada qualifying deviceIt is important to note that the remaining EIP balance after trawould be broken down over months and that the net cost of the Apple iPhone or Apple iPhone + after the marebate varied by model an memory sizeAs Ms*** purchased an iPhone Plus 128GB, the net cost of her handset would be reduced to $
There were several eligibility requirements for this promotion and a review of Ms***’s account confirms that as she did not porta line, she is not eligible for the promotionNevertheless, as a gesture of good faith and in an effort to amicably resolve this matter, on March 21, 2017, T-Mobile issued a onetime courtesy credit of $to close and credit the remaining EIP balance of the iPhone Plus handsetWe regret any inconvenience to Ms*** and appreciate her business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Aika A***
Executive Response

May 29, 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 May 20, 2015, regarding the above-referenced account. T-Mobile records indicate that onApril 7, 2015, Ms*** qualified for and took advantage of our EquipmentInstallment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdgeGB Pearl White handset for mobile number ending in *** and a Samsung GalaxySEdge GB Sapphire handset for mobile number ending in 0072. EIP is a payment option that allows eligiblecustomers to purchase handsets by making a down payment at the time of purchaseand agreeing to pay the remaining balance in installments. Based on Ms***’s personalcredit history at the time of purchase, she was not required to make a downpayment; however, she agreed to pay $116.65, which is for the shipping andtaxes on the full retail price. Ms.*** then agreed to a series of monthly installments in the amount of$64.98, which will appear on the first billing statement following the purchaseof the device. All customers who choose to use theEIP option to pay for their equipment are required to enter into a monthfinancing agreement signed at the time of the purchase. Although this month financing agreement isrequired and the installments are added to each monthly billing statement,customers may choose to pay off their EIP balance at any time by makingincremental additional payments or a single payment for the total balance. Please note that any additional paymentsreduce the length of time it will take to pay the entire balance, but will notreduce the amount of any future regular monthly EIP payments. As of the time of Ms***’s purchase of a new handset foruse on mobile numbers ending in *** and *** T-Mobile provided a 20-day returnperiod which allowed Ms*** to use the equipment to see if it meets herneeds. If the equipment was notacceptable, it could have been returned to the original point of sale for arefund or exchange and, if requested, cancelation of the service and anyapplicable Equipment Installment Plan (EIP) entered into at the time of theoriginal purchase. T-Mobile has completed itsinvestigation of this matter and T-Mobile has no record of the handsets beingreceived at our warehouse. Please beadvised that a review of the account indicates that that mobile numbers ending in *** and *** are in contact with the endusers of the Samsung Galaxy SEdge GB handsets referenced above As such it is T-Mobile’s position that nocredits are due and that the above-referenced EIP is valid and owed. Ms***’s account remains active with abalance of $due on June 3, 2015, which consists of monthly recurringcharges for services from April 11, to May 10, 2015, monthly EIP’s andapplicable taxes. T-Mobile regrets anyinconvenience to 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. *** ***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
The resolution has been accepted and I will await the final $credit or gift card reimbursement as part of the agreementI will accept closure of this resolution for now while I wait for the credit/reimbursement.Sincerely, *** ***

July 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated July 1, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Ms***’s concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms*** experienced with her handset and rate planT-Mobile records confirm that on February 10, 2016, Ms*** activated a postpaid account with the mobile numbers ending in *** and ***At the time of activation Ms***’s account was enrolled in the Simple Choice Family Unlimited Talk and Text rate plan with unlimited data, for $per month plus taxesIt is important to note that this rate plan was a promotional rate plan, and was available from February 3, through April 6, T-Mobile records confirm that on May 10, 2016, Ms*** requested the line *** be transferred to a prepaid accountAs such, her remaining line ending in *** was changed to the Simple Choice Individual Unlimited Talk and Text rate plan, with unlimited data for $per month, plus applicable taxesOn June 4, 2016, Ms***’s account was cancelled when she ported her mobile number ending in *** to another service providerT-Mobile records confirm that on that date Ms*** filed a claim for her Apple iPhone 6s Gray handset with 64GB, as it had been lost/stolenOn June 6, 2016, Ms***’s claim was authorized and her handset was shippedOn June 30, 2016, Ms*** contacted T-Mobile’s Customer Care department and requested to port her numbers back to her postpaid account and resume her family rate planAs the Simple Choice Family Unlimited Talk and Text rate plan for $100.00, plus taxes was a promotional rate plan and was no longer available, Ms*** was offered T-Mobile’s currently available rate plan, the Simple Choice Family Match Voice Unlimited Talk and Text plan with unlimited data for $per month, plus applicable taxesRecords confirm that Ms*** declined this optionTherefore, in an effort to amicably resolve the matter, and as a courtesy to Ms***, T-Mobile’s Executive Office assisted Ms*** with the port in of her mobile number ending in ***T-Mobile also activated a temporary mobile number ending in at Ms***’s requestMs*** will port in another mobile number to replace this mobile number at her earliest convenienceT-Mobile also changed Ms***’s rate plan to the Simple Choice Family Unlimited Talk and Text rate plan with unlimited data for $per month, plus applicable taxesMs*** has accepted this as a resolution to her concernsBased 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, INCDiana J*** Executive Response

Complaint: ***
I am rejecting this response because:This business shouldn't be allowed to charge costumers for services they didn't receiveThe only reason we were able to come to an agreement is because we had to call the CEOAfter years of loyal service it sadthat it had to go this farI am glad to say my account is now closed and in the future I will use another carrierSo yes this complaint has been settled
Sincerely,
*** ***

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 7, 2017, regarding the above-referenced accountPlease be advised that T-Mobile was unable to reach Ms*** and as such, we will make every effort to address her concerns within this letter
T-Mobile regrets any concerns Ms*** experienced regarding her accountPlease note that Ms***’s account was enrolled in AutoPay on November 4, AutoPay 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 payment method supplied by the customerAs Ms*** authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the payment method provided
T-Mobile records confirm that Ms*** canceled her account on February 9, 2017, when she ported her mobile numbers ending in *** and *** to another service providerMs***’s billing cycle ran from the 5th of one month to the 4th 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 March 4,
If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Ms*** agreed to an EIP for the mobile number ending in ***, ***, and *** on November 6, 2016, with the purchase of two Samsung Galaxy S32GB devices and a Samsung Galaxy Tab StabletWhen the account was canceled on February 9, 2017, the remaining EIP balance of $1,was accelerated and posted to the final billing statement dated March 5, It is T-Mobile's position that the remaining EIP balance is valid and owed
Ms*** requested that the Autopay be removed from the above referenced account on March 23, 2017, prior to withdrawal of any additional bill chargesIn Ms***’s correspondence, she was concerned that T-Mobile was extracting funds from her account after the cancellation of the accountT-Mobile records confirm that the last Autopay extraction was performed on February 23, 2017, in the amount of $consisting of monthly access charges for the billing period of January 5, 2017, through February 4,
T-Mobile records indicate that on June 6, 2017, Ms*** was mailed a final copy of her final bill charges explaining the monthly access charges and remaining EIP payments required to avoid collection treatmentThe final billing statement dated March 5, 2017, totaling $2,076.36, consisted of monthly access charges for the billing period of February 5, 2017, through March 4, 2017, the final accelerated EIP charges of $1,480.36, applicable taxes, and fees, which had a due date of March 25,
As Ms***’s account remained unpaid, on June 5, 2017, the account was referred to Convergent Outsourcing Inc., a third-party collections agencyPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingMs*** may contact Convergent Outsourcing Inc., directly at 855-871-for payment options
While it is T-Mobile’s position that the balance is valid and owed, in an effort to amicably resolve this matter, T-Mobile is offering to receive the equipment that was accelerated on the final bill and waive the $1,pending an inspection for physical/liquid damageWe request that Ms*** send the devices to my attention at the address below no later than July 20, 2017:
T-Mobile USAInc
Attn: *** ***
*** *** *** **
*** ** ***
It is important to note that if our final examination of the devices indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the devices will be returned to Ms*** and the EIP balance will then be considered valid and owed
We regret hearing of Ms***’s concerns with our Carrier Freedom promotion and the status of her submissionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devicesNaturally, several requirements must be met in order to be approved for this offer
A review of Ms***’s account confirms that Ms*** did not meet the requirements for our Carrier Freedom as she did not submit a copy of her final billing statement to www.switch2t-mobile.com and did not return her tradevicesAs such, T-Mobile was unable to process Ms***’s request for reimbursement
Please be assured that T-Mobile strives to provide world-class service to all our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersT-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
Andrew S***
Executive Response