T-Mobile Usa Inc

November 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 October 10, 2016, regarding the above-referenced accountT-Mobile is please to advise that Ms***’s concerns have been resolved to her satisfactionT-Mobile regrets any billing concerns Ms*** has experiencedOn June 25, 2014, replacement equipment was ordered for Ms***’s non-working equipmentPlease 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 with in the allotted seven day time frameAs such; Ms*** was charged $for the non-return fee including the applicable taxesPlease note that Ms*** canceled her service on November 6, The account has an outstanding balance of $which consists of the non-return fee, monthly recurring charges from September 7, 2014, through November 6, 2014, and an early termination fee of $As the account balance remained unpaid, the account was referred to Enhanced Recovery Centers on October 6, Upon review of the account, our records confirm that Ms***’s non-working device was received at our warehouse on August 14, As such, T-Mobile issued a credit of $to the account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-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, INCLupe C*** Executive Response

September 15, 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 8, 2015, regarding the above-referenced accountT-Mobile regrets any difficulty Ms*** has encountered with her Apple iPhone Plus 16GB since the date of her activation on May 23, T-Mobile records confirm that Ms*** was provided a replacement on June 19, for her Apple iPhone PlusPlease note that by 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 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 damageAt the time of purchase T-Mobile provides a 14-day return period if the handset does not suit the customer’s needsT-Mobile regrets Ms*** has pasted the allotted return period of 14-days from the date of purchase to qualify to receive a new deviceT-Mobile regrets any misunderstanding about the cost of Ms***’s monthly rate planTo begin with, we looked at Ms***’s rate plan and chosen featuresT-Mobile records indicate that Ms***’s account is currently subscribed to the following: • Simple Choice Unlimited Talk, Text for $with 1GB of data at no additional costIn addition to the above rate plan and data feature, Ms*** purchased an Apple iPhone Plus GB Gold handset using our Equipment Installment Plan (EIP) program whereby she agreed to monthly installments of $for monthsMs***’s rate plan and features total $50.00, but with the addition of the EIP installment, Ms***’s estimated monthly charges and taxes are estimated to be about $per month not including the recently added Corporate discount added on August 24, Please note that T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement listThis Discount Program is referred to as a The T-Mobile Advantage ProgramThe Advantage Program offers new customers a $Reward Card for each new device or tablet that is purchasedT-Mobile records confirm that on August 24, the corporate discount was added to Ms***’s account for her association with United Health Care Management CompanyT-Mobile regrets any inconvenience to Ms***It should be noted that the discount may take two to three billing cycles to appear from when the application is submitted and approvedT-Mobile spoke with Ms*** on September 14, and in effort to amicably resolve this matter has agreed to send Ms*** a new upgrade to the Apple iPhone 6S GB Rose Gold at no additional cost she will continue to pay the $monthly Equipment Installment Plan for the Apple iPhone Plus 16GBIn addition T-Mobile has applied a credit of $for the balance due bringing Ms***’s account to a zero balanceMs*** has confirmed this is a satisfactory resolution to her concernsT-Mobile regrets any inconvenience to Ms*** regarding this matterBased 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 *** *** *** Very truly yours, T-MOBILE USA, INCLuv V*** Executive Response

August 4, 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 July 22, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder on record is *** ***, and that he has designated *** *** as an authorized user of the account. We have made attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any inconvenience in regards to Ms***’s equipment chargesPlease be assured that we strive to provide the best Customer Service and most accurate information on each contact with our customers. T-Mobile records indicate on May 4, a JUMP! On Demand lease was initiated on line ending in *** with a LG G Stylo device. There was no down payment required, however, at the time of lease monthly payments of $were agreed upon. At the end of months Ms*** had the option to trade in the device or purchase the device in full for $28.99. Also, on the same date, a JUMP! On Demand lease was initiated on line ending in *** with a LG G Stylo device. There was no down payment required, however, at the time of lease monthly payments of $were agreed upon. At the end of months Ms*** had the option to trade in the device or purchase the device in full for $28.99. Based on our review of the account, T-Mobile records indicate that on July 8, 2017, the line ending in *** participated in our Equipment Installment Plan (“EIP”) offering for an LG Stylo Plus case and screen protector. There was no down payment made for the accessories, however, monthly payments of $were initiated. The total retail cost of the accessories was $ As of July 23, 2017, T-Mobile’s Cash Application department refunded the payment of $74.98, made on July 14, 2017, as a Citibank prepaid card. Please note the refund may take seven to ten business days for receipt. T-Mobile regrets any confusion experienced in regards to payments and equipment plans for the account. As such in an effort to offer an amicable resolution, T-Mobile will offer to close the JUMP! On Demand lease for the LG G Stylo devices. However, should Ms*** wish to return all equipment for the account, within the next days, T-Mobile will close out any remaining installmentsMs*** may contact me at the below listed extension for the return information 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 Jessica G*** Executive Response

July 18, 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 July 5, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the accountWe sincerely regret that Mr*** was concerned with our previous response to your office, but we thank him for bringing this matter to our attentionPlease note that in reviewing T-Mobile records concerning Mr***’s warranty exchanges, we confirm that the exchange handsets reflect as having been delivered to Mr***’s chosen retail location but were subsequently returned to T-Mobile’s warehouse due to the fact that allotted pickup time was expiredHowever, please note that customers have 14-days to pick up their warranty replacement devices from a T-Mobile retail location, and as such Mr***’s warranty handsets should not have been returned to T-Mobile so quicklyWe regret that Mr*** was unable to pick up his replacement handsets in-store, and are committed to determining how this inadvertent error occurred in order to ensure a better warranty exchange experience in the futureWe regret any inconvenience that Mr*** experienced regarding this matter, and are pleased that we were able to resolve Mr***’s handset concerns with an alternative replacement handsetBased 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 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 October 22, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** has in regards to his contact attempts with our officePrior to the date of this complaint our office last spoke with Mr*** on September 15, On October 20, 2016, we received a letter to our office dated October 6, 2016, asking that we please contact Mr***After multiple contact attempts we were able to contact Mr*** on October 26, 2016, in regards to his billing concernsMr*** inquired as to why his September 17, 2016, billing statement had a balance of $We advised of pro-rated charges of $for service from August 21, to September 16, 2016, after the second line ending in was activatedAs a courtesy to Mr*** we applied a day account hold through December 25, 2016, to give him more time to pay the $balance, with the understanding that upcoming monthly billing statements will still apply to the accountBased 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, INCDaniel R*** Executive Response

April 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 April 12, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** is still experiencing with his T-Mobile account billingT-Mobile records confirm that as of April 26, 2017, Mr***’s account balance reflects a zero balanceUpon speaking with Mr***, T-Mobile explained how he is able to make a payment to his Equipment Installment Plan (EIP) without any confusion regarding his account balanceT-Mobile explained that any payments made to his EIP, will show as a credit balance on his T-Mobile account, and the charge for the EIP will appear on his next billing statement
In an effort to amicably resolve this matter, on April 26, 2017, Mr*** made a payment in the amount of $towards his EIP balance for four of his handsetsIn addition, as a courtesy, T-Mobile applied a courtesy credit of $to his account balance for an additional EIP payment made for his Samsung Galaxy SMr*** accepted this as a resolutionAs of April 26, 2017, Mr***’s account reflects a credit balance of $175.00, which will go towards his next billing statement that will reflect the remaining EIP balance of $T-Mobile regrets any inconvenience to Mr*** 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

May 19,
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 7, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile sincerely regrets any inconvenience Ms*** experienced regarding her Carrier Freedom 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
T-Mobile records confirm that the previous submissions Ms*** provided to T-Mobile have been declined as the final billing statement provided did not provided itemized detailed breakdown of the final bill charges from her previous providerTherefore, T-Mobile was unable to determine the reimbursement value
However, T-Mobile contacted Ms*** on May 17, 2017, and in effort to amicably resolve her concern, T-Mobile has approved a prepaid refund card in the amount of $to be sent to the billing address on her accountPursuant to our conversation, Ms*** advised her issue is now resolvedT-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
Jamen F*
Executive Response

Complaint: ***
I am rejecting this response because:
II sure not how to keep a line with them t get a work phone that I have already paid for I just need them to replace the phone that I have already paid for
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 29, 2016, regarding the above-referenced accountT-Mobile regrets any confusion regarding our previous response to your officePlease be advised that T-Mobile submitted the previous response prior to speaking to Ms***Upon speaking to Ms***, T-Mobile agreed to send Ms*** a 4G LTE CellSpot to help improve indoor coverage inside her homeAdditionally, T-Mobile agreed to send Ms*** an Apple iPhone Plus 128GB Jet Black on an Equipment Installment Plan (“EIP”)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 installmentsAccordingly, the down payment of $for the Apple iPhone Plus 128GB Jet Black is scheduled to be billed to Ms***’s account once it has shipped and Ms*** has agreed to a series of monthly installments in the amount of $At that time Ms*** agreed to send an Apple iPhone within days of receiving the above-mentioned Apple iPhone Plus 128GB Jet Black to my attention at: Executive Response Team ATTN: *** *** *** *** *** ** *** ** *** Upon receipt of Ms***’s Apple iPhone 6, T-Mobile will issue a credit in the amount of $for the Apple iPhone Plus 128GB Jet Black down paymentT-Mobile recommends that Ms*** return the handset via a traceable carrier, that she disable the “Find my iPhone” feature and request a tracking number when shippingLastly, as 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 monthly access charges from August 9, through September 8, Ms***’s account currently reflects 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

August 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 August 27, 2016, regarding the above-referenced accountT-Mobile regrets that we were unable to contact Ms*** regarding her previous correspondence to your officeHowever, we were able to contact her on August 30, 2016, and advised as a courtesy to her, we credited her account $for previous monthly recurring charges to waive her unpaid balance of $52.00, allowing us to place a JUMP! Upgrade on her accountWe advised the Samsung Galaxy Note full retail price is $and requires a down payment of $plus $tax for a total of $on her accountThe remaining $would be split into payment of $for monthsAs an additional courtesy to Ms*** we offered to post the charges to her account and waive $100.00, reducing the balance to $Ms*** stated she will have to think about this offerOn August 31, 2016, Ms*** contacted us and accepted the above offerAn order was placed for a Samsung Galaxy Note 64GB Coral Blue deviceMs*** remitted a payment of $reducing her current balance to zeroWe applied the promised credit of $so once the $down payment is posted to her account the balance will be reduced to $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, INCDaniel R*** Executive Response

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”)
is in receipt of your correspondence dated May 29, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any inconvenience to Mr*** regarding our device unlock policiesDevice unlock codes are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on March 25, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in ***However, at that time the device was not eligible for a Mobile Device Unlock code as the device did not meet the following requirements: • The line of service had not fulfilled $in refills having been applied to the line • The device was never used on the accountNonetheless, to resolve Mr***’s concerns amicably, on June 1, 2016, T-Mobile approved Mr***’s device to be unlockedShould Mr*** require assistance unlocking his device, he may contact us using the number listed below or our Customer Care at 800-937-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

March 31,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Ms*** at the number and e-mail address provided and have been unsuccessfulAs such, T-Mobile will make every attempt to address her concerns in this letter
T-Mobile regrets any continued concerns Ms*** may have regarding our Magenta Potrade in offerAs detailed in our response to your file number ***, our records indicate Ms*** started service on December 4, with two lines of serviceAt the time of Ms***’s activation, T-Mobile was running our Magenta Pooffer wherein customers that ported a mobile number from another service provider could receive up to a $promotional offer in one of the following ways:
• A $rebate card with poand qualifying trahandset or;
• monthly promotional credits in the amount of $with powithout a qualifying trade-in
As T-Mobile has yet to receive a traassociated with either of Ms***’s two lines of service, on February 13, 2017, Ms*** was enrolled in the Magenta Pooffer for her two mobile numbersMs***’s account is scheduled to receive two monthly credits of $per month for monthsT-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
Ronnie A*** Executive Response

May 16,
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 May 4, 2017, 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 inform you that upon speaking with Ms***, she confirmed that her concerns have been resolved to her satisfaction
T-Mobile regrets any inconvenience Mr*** may have experienced in regard to processing a warranty exchange of his HTC Desire deviceOn September 16, 2016, T-Mobile records indicate Mr*** purchased an HTC Desire device for the total price of $plus taxes and fees and was paid in full at that timePlease note that 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 options
As of the time of Mr***’s purchase, T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if it meets his needsIf 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 applicableRegrettably, as of the date of this letter, the device is outside the allotted day return-period and therefore ineligible to receive a full refund of the purchase price
On May 1, 2017, a warranty exchange request was submitted for the HTC Desire device and was completed on May 3, Mr*** elected to expedite shipping for $plus tax and a warranty exchange fee was charged in the amount of $plus taxPlease be advised T-Mobile reimbursed Mr*** for these two charges on May 1, 2017, and on May 3,
As a gesture of goodwill and in an effort to resolve Ms***’s concerns, T-Mobile applied an account credit of $on May 9, 2017, which resulted in a remaining balance due of $on May 28,
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused 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
Carlos T*** Executive Response

July 17,
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 July 4, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** has in regards to the service in her area and her bill cycle changeT-Mobile is always working to improve its coverage and continues to grow our networkT-Mobile has verified the address on Ms***’s account and based on the coverage map, confirms that her account address is in a moderate coverage areaPursuant to Ms***’s letter your office, on July 13, 2017, T-Mobile again contacted Ms*** to discuss her coverage concerns and attempt to troubleshoot her issueMs*** declined to troubleshoot further; however, T-Mobile was able to gather some basic informationBased on this information, it is a possibility that Ms***’s handset or System Identifying Module (“SIM”) card may be defective and need to be exchangedShould Ms*** wish to troubleshoot her handset or speak on her options with exchanging her device or SIM card, she may contact our Technical Support department directly at 800-937-
T-Mobile offers corporate discounts to individuals who are active employees’ at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountSince there are several accounts associated with the Advantage discount, the billing due date is adjusted accordingly to be the same cycle as the business the account is affiliated withAll billing statements for Ms***’s above referenced account will run for the periods of the 17th of one month to the 16th of the following month and will be due on the 9th
With regard to Ms***’s concerns about her returned handset, in our previous response we advised that the handset did show as returned in our warehouse and therefore the non-return fee that totaled *** was adjusted on June 22, It is also important to note that T-Mobile records calls for quality and training purposes only, customers are advised by the SIVR (Interactive Voice Response System) of the possibility of calls being recorded or monitored, at that time customers have the option to disconnect the call if they do not agree to these termsAdditionally these calls are proprietary to T-Mobile and are not used as a record of reference for the details of a conversation between a customer and a representativeWe regret any inconvenience to Ms***
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care
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

December 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with his accountT-Mobile records confirm that on June 23, 2016, Mr*** activated mobile number ending in *** on his above accountAt the time of activation Mr*** purchased an LG KdeviceMr*** elected to finance the LG Kthrough the Equipment Installment Program (“EIP”) wherein he paid a down payment of $plus the taxes on the full cost of the device, and agreed to pay for the remaining balance for the device totaling $in monthly installments of $and one final installment of $It is important to note that when a customer has an active EIP loan, and service is cancelled to their account, the remaining EIP loan balance is assessed to their final billing statementFurther records confirm that on July 12, 2016, Mr*** contacted Customer Care regarding issues he was experiencing with his LG KdeviceSince Mr*** was still within the return period for the device, a new LG Kwas ordered through our Handset Upgrade Program to replace Mr***’s non-working LG KThe new order was placed utilizing EIP wherein the down payment and taxes totaling $were waived, and the remaining cost of the device totaling $was financed through EIP wherein Mr*** agreed to pay for this balance in monthly installments of $and one final installment of $A return shipping label was mailed to Mr*** so he could return his non-working LG Kdevice and he was advised that once the device was returned the EIP loan would be endedAdditional records confirm that we received Mr***’s non-working LG Kon October 28, As such, the EIP loan for the non-working LG Kwas ended and credits totaling $were applied to Mr***’s account for the EIP monthly charges which were assessed to his September and October billing statementsWe regret any concerns Mr*** experienced with his data servicesIn reviewing Mr***’s account our records confirm that over the last three billing cycles he utilized an average of 5.3GB of dataOur records confirm that Mr*** was billed correctly for his data usageAdditional records confirm that on December 2, 2016, Mr*** transferred his number ending in *** to another carrier, cancelling his T-Mobile accountIt is important to note that Mr***’s account was not under contractAs such, he is not being billed an early termination feeSince Mr*** cancelled service before the end of his EIP loan, the remaining EIP loan balance of $will be billed to his final billing statement which will be available on December 24, Mr***’s account remains closed with an outstanding balance of $71.46, which includes monthly access charges, equipment charges and taxes for services from November 24, 2016, through December 23, In an effort to amicably resolve this issue, T-Mobile applied a $credit to Mr***’s account to bring the current balance to zeroMr*** will remain responsible for the remaining EIP loan balance for his LG Kwhich will be billed to his December 24, 2016, billing statementMr*** may contact Customer Care at 800-937-once his final billing statement is provided to remit paymentT-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, INCBrian W*** Executive Response

Complaint: ***I am rejecting this response because:I have had to remove my protection services and replace my military discount with a business discount in order to achieve the price that was quoted by the store representativeBoth changes were not apart of our arrangements and are not changes I wanted to make
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 June 30, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** experienced in regards to her non-working handsetT-Mobile records confirm that on April 12, 2016, Ms*** purchased a Samsung Galaxy SEdge Black handset with 32GB of memoryBy purchasing T-Mobile equipment, Ms*** received 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 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 damageT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on May 12, It is important to note that per T-Mobile’s Handset Exchange Program terms and conditions, Ms*** was required to return her non-working handset to T-Mobile’s National Return Center (“NRC”) within seven days of receiving her replacement handsetT-Mobile records confirm that Ms***’s replacement handset was delivered on May 16, 2016, at the billing address on fileTherefore, T-Mobile required that Ms*** return her non-working handset by May 23, Please note that T-Mobile sends its customers text messages in an effort to recover the handset and assist its customers with avoiding a non-return feeRecords confirm that Ms***’s non-working handset was received on May 26, Upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms*** at the time of the exchangeThis information also accompanies the replacement handsetBased on the above information, it is T-Mobile’s position that the out-of-warranty fee of $was validly assessed
Nevertheless, in an effort to amicably resolve the matter, on July 1, 2016, T-Mobile applied a courtesy credit of $to Ms***’s account for half of the out of warranty fee, reducing her balance to $Please note that this balance also included Ms***’s billing cycle charges from May 23, 2016, through June 22, In an additional effort to assist Ms***, T-Mobile set up an Extended Payment Schedule (“EPS”) for her remaining account balanceMs*** agreed to have the balance divided into nine payments of $to be applied to her following nine billing statements, beginning on her August 15, 2016, billing statementTherefore, Ms***’s account balance has been reduced to zero at this timeMs*** 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

April 5,
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 24, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her account balanceT-Mobile attempted to contact Ms*** at the number provided in her correspondenceUnfortunately, the individual who answered advised that Ms*** did not wish to speak with T-Mobile to discuss her concernsAs such, as T-Mobile was unable to speak with Ms***, we will make every effort to address her concerns within this letter
Ms***’s billing statement dated September 16, 2016, was provided showing an outstanding balance of $623.96, which includes a past due balance of $305.19, and new charges of $318.77, which consists of monthly recurring charges, EIP monthly charges, late fees, applicable taxes and fees and due on October 9, T-Mobile records show that the last payment received by Ms***’s was on October 1, in the amount of $305.19, reducing her balance to $Please be advised that this payment covered services provided from July 17, 2016, through August 16, Since payment was not received for the full balance, the balance of $was carried forward to Ms***’s following billing statement
On October 1, 2016, Ms*** completed a Change of Responsibility for all the lines of service on her accountThis moved Ms***’s lines onto another parties account and cancelled her T-Mobile accountThe final billing statement dated October 16, reflects a balance owed in the amount of $consisting of a past due balance of $and current charges of $consisting of pro-rated monthly recurring charges, EIP monthly charges, applicable taxes and fees for the billing period of September 17, 2016, through October 16,
Since payment was not received for the outstanding balance, on January 10, 2017, Ms***’s account was transferred to Amsher, a third party collection agency in an attempt to collect the balance and a one-time non-refundable collection fee of $was charged to her account bringing the balance owed to $
Please be advised that T-Mobile considers this balance valid and owed and respectfully declines Ms***’s request to remove her account from collectionsMs*** can make a payment or discuss any payment plans with Amsher at 1-877-322-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
Jimmie P***
Executive Response

March 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** L***
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 8, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her her purchasesT-Mobile records confirm that on December 21, 2016, Ms*** purchased two Samsung Gear VRsMs*** paid full price for one of them in the amount of $and the other one on an Equipment Installment Plan (EIP)Mr*** was not required to make a down payment on her EIP however she agreed to monthly installment charges of $Ms*** made a total payment at the time of her purchase in the amount of $113.10, which included her total purchase price of one Samsung Gear VR, $shipping, and $in applicable taxes
On January 4, 2017, Ms*** contacted T-Mobile to advise us that her two Samsung Gear VRs were not compatible with any of her phones and she was returning them to our National Return CenterPlease note that it may take up to days for the equipment to be scanned into our Return Centers and receive a refundOn January 26, 2017, Ms*** provided us with a tracking number and accordingly our Customer Care processed a Handset Research form to locate the equipment in our warehouse
On March 11, 2017, T-Mobile’s Handset Research Team stating that our warehouse received the equipment and processed a refund for Ms***’s down paymentPlease allow seven to ten business days for the refund of $not including the shipping to reflect on Ms***’s financial institutionIn addition, T-Mobile closed out Ms***’s EIP for her one Samsung Gear VR and applied a credit of $to Ms***’s account for her monthly EIPs paid; we regret any delay to Ms***
In an effort to amicably resolve this matter, on March 15, 2017, T-Mobile applied a courtesy credit of $to Ms***’s account for her shippingAs of March 15, 2017, Ms***’s account balance is $for her monthly access chargesT-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 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Prepaid No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 8, 2016, regarding the above-referenced account.
T-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfaction. As previously stated in our letter to your office dated March 7, 2016, upon the return of his LG Leon, T-Mobile offered Mr*** an alternative model to his handset as either a certified pre-owned Samsung Galaxy Core Prime handset or a Samsung Galaxy Avant handset
T-Mobile records do not reflect that the handset has been received by our office at this time. Regrettably, we no longer have the Samsung Galaxy Core Prime in stock and Mr*** has declined the option of the Samsung Galaxy Avant handset
Nevertheless, upon communicating with Mr*** via his e-mail address of ***, and in an effort to amicably resolve Mr***’s concerns, on March 16, 2016, T-Mobile shipped him a certified pre-owned Samsung Galaxy S 16GB in Black handset to the billing address provided previously in his concern to your office. T-Mobile regrets any inconvenience to Mr***.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** *** *** ***
T-MOBILE USA, INC
Shannon R***
Executive Response