T-Mobile Usa Inc

August 28,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 21, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** had in contacting your agencyAt this time we do not have a representative by the name of Olivia within our Executive Response departmentIn addition T-Mobile has not received any further correspondence or communication from Mr***
As previously stated our position remains that Mr*** was sold a brand new deviceAs such, T-Mobile respectfully declines Mr***’s requests for compensation related to this matter as he has utilized the handset for 14-months
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

Revdex.com:
There was actually a discrepancy on the chargesI spoke with the Chief Executive of T-Mobile and we discussed about the water damaged phoneIt was shipped to Assurant but got lost/stolen on the way to the actual warehouseThe IMEI was blocked and the non-return fee was waived so now I am satisfied with the resolution. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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, *** ***

November 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** ** ** *** *** Your File No*** T-Mobile Prepaid Noxxx-xxx-*** To Whom It May Concern: T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated November 7, 2016, regarding the above-referenced prepaid subscriberWe are pleased to report that Ms***’ concerns have been addressed and resolver to her satisfactionT-Mobile regrets any inconvenience that Ms***’ has experienced regarding her handset concernsWe appreciate the opportunity to respond to this matterT-Mobile records reflect that on October 21, 2016, Ms*** contacted Customer Care and activated her above-referenced prepaid subscriberIn addition to activating service, Ms*** placed an order for an Alcatel EvolvesmartphoneIt should be noted that Ms*** was charged $as the tull retail price of her device and $for her prepaid refillIn total, including taxes, Ms*** was charged $for her orderOur records further reflect that on October 31, 2016, Ms*** placed a second order for an Alcatel EvolvesmartphonePlease be advised that Ms*** was charged a total of $for this orderT-Mobile records reflect that Ms*** used her return label to remit her devices as she found them to have not been suitable due to their battery lifeOur records indicate that the tracking number was used to deliver a package to our return facility, however the international mobile equipment identifier for each of her aforementioned devices have not been logged as receivedPlease be advised that refunds for returned equipment may take up to days to post to the account used for purchasePlease be advised that pursuant to T-Mobile policy, and the Terms and Conditions for prepaid accounts, prepaid refills are non-refundableIt should be noted that on November 15, 2016, T-Mobile contacted Ms*** to discuss her concerns, and although it is our position that her refund should follow process, and that her refill card is non-refundable, T-Mobile offered to provide her with a refund in the amount of $via prepaid debit cardT-Mobile also encouraged Ms*** to seek usage of a phone-first, or basic device based off of the usage planned for the line she activatedIt should be noted that Ms*** accepted this as a resolution to her concernsIt is T-Mobile’s current expectation that Ms*** shall receive her prepaid debit card refund within ten to fourteen daysPlease 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***’ contact with our Customer CareBased 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, INCJason A*** Executive Response

December 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 December 5, regarding the above-referenced accountWe are pleased to advise that we have resolved Ms*** concerns to her satisfaction
T-Mobile regrets any inconvenience to Ms*** due to the insurance claim process and appreciate the opportunity to address her concernsT-Mobile records reflect that as of December 1, 2017, Ms***’s subscribed to the JUMP! with Premium Device Protection plus AppleCare feature for $each device per monthThis covers the device and kit accessories (SIM card) in a total loss claim such as loss/theft or physical/liquid damage
Please be advised that if a SIM card is inside of a device and the device is turned on it will automatically reflect usage to the T-Mobile networkUpon further investigation T-Mobile was able to determine that Ms*** was using a Digits line associated with mobile numbers ending in and Digits is a new and innovative optional service that allows the customer’s phone number to work in conjunction with any compatible internet-connected devicePlease note that Digits allows one mobile number to work on multiple devices
T-Mobile records confirm that on December 8, 2017, Ms*** insurance claim was approved and shipped for two Apple iPhone 64GB handsets for mobile numbers ending in and
Upon speaking with Ms*** on December 12, 2017, she advised T-Mobile that she received the replacement handsets and has no additional concerns
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
Michelle S***
Executive Response

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid NoXXX-XXX-***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 27, 2018, regarding the above-referenced prepaid numberT-Mobile regrets to hear of Mr***’ concerns and we welcome the opportunity to respond. T-Mobile records reflect that Mr***’ was subscribed to our Simply Prepaid plan at a cost of $monthly. This plan included unlimited talk, unlimited text and GB of high speed data. Mr*** could have continued to use data after his high speed bucket was exhausted, however it would be at a reduced speed. Additionally, please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” However, as a gesture of goodwill, on January 17, 2018, T-Mobile issued a refund to Mr*** via prepaid MasterCard for $55.00. Mr*** should allow up to fourteen days for his card to be received. MrWalters may contact Citibank, the issuer of the card, directly at 877-855-to inquire on the delivery status.With respect to Mr***’ concerns regarding a Mobile Device Unlock request, it is important to note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. Upon careful review, T-Mobile records do not reflect a previous request from Mr*** to unlock his handset, however, upon speaking with Mr*** on January 2, 2018, he informed us that he had purchased a new device and no longer needed his handset unlocked. Mr*** did not provide an IMEI number to us to unlock his device at that time. However, on January 31, 2018, Mr*** provided the IMEI number for his handset and his device was successfully unlocked. Instructions were then emailed to Mr*** to complete the process. We regret 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.David T***Executive Response

November 8, 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 1, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms*** has experiencedT-Mobile records confirm that Ms*** canceled her account on August 18, 2016, when she ported her mobile number to another service providerMs***’s billing cycle ran from the 27th of one month to the 26th 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 August 26, The final billing statement issued August 27, 2016, reflected a balance of $due by September 19, 2016, and consisted of monthly access charges from July 27, 2016, through August 26, T-Mobile records confirm that on October 6, 2016, a credit in the amount of $was applied to the account for prorated monthly access charges from August 18, 2016, through August 26, On November 4, 2016, 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 July 27, 2016, through August 18, 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

December 5, 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 27, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experienced with his T-Mobile accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareT-Mobile records confirm that Mr*** was using non-T-Mobile branded handsets on his T-Mobile accountIt should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked handsets will work on our network; however, certain advanced features may work sporadically or not at allFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limitedOnce our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their deviceT-Mobile records indicate that on November 11, 2016, an order was placed for two Samsung Galaxy Jhandsets for use on the mobile numbers ending in *** and ***Please note that these handsets were charged to Mr***’s billing statement dated November 24, 2016, in the amount of $including applicable taxesIt is important to note that T-Mobile no longer offers subsidized or discounted handsetsCustomers may bring their own compatible device to T-Mobile or purchase handsets at full retail priceQualified customers may use the Equipment Installment Plan (EIP) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of months through a series of installments added to the monthly billing statementHowever, in an effort to amicably resolve this matter, on November 27, 2016, T-Mobile applied a credit to the account in the amount of $for the cost of the handsets including applicable taxesPlease note that at this time the account remains open with a remaining balance due on December 16, in the amount of $This amount consists of monthly access charges for service provided from October 24, to November 23, 2016, and applicable taxes and feesWe regret any inconvenience Mr*** has experienced and appreciate his businessBased 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 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** Executive Response

Revdex.com:Had T/Mobile properly trained their personnel how to honor their advertised pay off of early termination fees none of this would have occurred, but because of their bad customer service actions my account with *** was not properly paid off ending in a collection process causing me denial of credit at yet another companyI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me on payment if full.Sincerely, *** ***

March 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of
your correspondence dated February 19, 2017, regarding the above-referenced file numberT-Mobile is pleased to report that Mr***’s concerns have been resolved to his satisfaction
T-Mobile regrets any concerns Mr*** experienced when attempting to obtain a Mobile Device Unlock code for his handsetAs stated in our previous letter to your office, under file number ***, dated February 10, 2017, Mobile Device Unlock codes are available to our customers who meet certain eligibility requirements, dependent on their account typeT-Mobile records confirm that Mr*** does not have an active account with T-Mobile and therefore, does not meet T-Mobile’s eligibility requirements
As Mr*** advised us that he purchased his handset from a third-party and T-Mobile received a copy of his proof of purchase, in an effort to amicably resolve the matter, on March 1, 2017, T-Mobile made Mr***’s handset eligible to unlock utilizing the Mobile Device Unlock application on the deviceMr*** 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

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. Thank you to the Revdex.com for helping to get this resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.It is unfortunate that it takes a complaint to the Revdex.com to finally get the answers from T-Mobilethat I was requesting in the first placeI called several times to T-Mobile customer service andask that they explain the chargers I was being asked to payNo one at customer service seemed tobe able to figure it out .Finally after escalating it to the Revdex.com an executive from T-Mobile finallygave me the #'s and time lines when my account was closed and what charges would need to be paid.Now if I cam just get T-mobile to send me an account statement that shows I owe them $dollars.This will be my next complaint to the Revdex.com
Sincerely,
*** ***

August 24, 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 19, 2015, regarding the above-referenced accountMr*** has confirmed that his issue has been resolved to his satisfactionT-Mobile regrets any concerns Mr*** experienced in regards to our Refer A Friend (RAF) promotionAt the end of July T-Mobile changed how the $RAF discount is applied to mobile numbersDue to an inadvertent error, the mobile number ending in *** was not moved to this new processThe July and August billing statements reflect a $RAF adjustment was applied only to the mobile numbers ending in *** *** and ***On August 21, 2015, T-Mobile added the mobile number ending in *** back to the RAF promotion and Mr*** can expect to begin receiving the automatic $RAF promotional credit for mobile number ending in ***, along with the mobile numbers ending in *** *** *** *** beginning on the September billing statementIn an effort to resolve Mr***’s concerns, on August 21, 2015, T-Mobile applied adjustments totaling $180.00, which represents six $RAF credits which brings the account to a credit balance of $T-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 *** *** *** Very truly yours, T-MOBILE USA, INCCindy M*** Executive Response

July 22,
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 July 19, 2017, regarding the above-referenced accountPlease note that the account holder of record is *** *** and *** *** *** is listed as an authorized user on the accountT-Mobile is pleased to report we have successfully resolved Ms***’s concerns to her satisfaction
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
Please note, Ms***’s billing cycle ran from the 5th of one month to the 4th of the following monthMs***’s account was billed in arrears and as such, the payment made on June 1, was applied to services used through May 4, Pursuant 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 July 4, As a courtesy, and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the final billing cycle spanning from June 5, through July 4, As of the date of this letter, the account has a zero balance and a revised billing statement will be issued after August 5, reflecting this change
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThnak you very much for your assistance.Sincerely, *** ***

June 25, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: ***
Your File No*** T-Mobile Account No*** ToWhom It May Concern: T-MobileUSA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 17, 2015,regarding the above-referenced account. T-Mobile records reflect thatMs*** purchased a Motorola Nexus handset on February 12, 2015. By purchasing T-Mobile equipment, ourcustomers receive a one-year Limited Warranty provided by the manufacturer of theirdevice. During the Limited Warrantyperiod, customers are eligible to receive an advanced replacement of theirdevice via T-Mobile’s Handset Exchange Program or a post-exchange device bycontacting the manufacturer directly to discuss repair or replacementoptions. Under the Handset Exchange Program, T-Mobile will provide areplacement handset of the same or equivalent model, with a Service WarrantyProcessing Fee, provided that the non-working handset is in good physicalcondition with no modifications or damage, such as broken or cracked plastics,LCD or internal parts, or liquid damage. If the Limited Warrantyperiod has expired or T-Mobile determines that the handset is out-of-warranty,an exchange/repair fee, plus tax, will be charged to the account. T-Mobilerecords confirm that a replacement Motorola Nexus was sent to Ms*** on May20, 2015. In addition, we examined thereturned device with IMEI *** andit was found to have sustained liquid damage, which is not covered under thewarranty. Although we troubleshoot thehandsets prior to performing a handset exchange pursuant to the above policy,this is not the final exam. Upon receiptof the non-working handset, we have trained technicians who dismantle andexamine the handsets. A warning of thepossibility of an out-of-warranty fee was read to and agreed to by Ms*** atthe time of the exchange. Thisinformation is also in the users’ manual and in the material that accompaniesthe replacement handset. Based on theabove information it is T-Mobile’s position that the out-of-warranty fee wasvalidly assessed Althoughthe charge is considered valid, as a gesture of goodwill, T-Mobile has agreedto issue credit in the amount of $for the devices out-of-warranty feecharge. It is important to note thatfuture exchanges processed within T-Mobile’s limited warranty guidelines willapply. Although an alternate modelis not always available within the limited warranty guidelines, as a gesture ofgoodwill and in an effort to resolve the matter, T-Mobile has agreed to sendMs*** a new Samsung Galaxy Note handset in exchange for her non-workingMotorola Nexus handset. The MotorolaNexus handset must be returned to my attention in like-new condition. At the time that T-Mobile receives theMotorola Nexus 6, T-Mobile will remove the charges totaling $associatedwith the order of the Samsung Galaxy Note device. The handset can bemailed to me at the following address: T-Mobile USA, Inc.Attn: *** ***c/o Executive Response*** *** *** **Albuquerque, NM 87107 T-Mobile recommends that Ms.*** request a return tracking number when shipping the handset back to T-Mobile,as T-Mobile is not responsible for equipment being returned to T-Mobile. We ask that Ms*** please include the handset, battery, charger andher account information within the box to ensure she receives proper credit forthe returned equipment. Please be advised if the full kit is not returnedsuch as the charger, a $20.00-$restocking fee will be deducted from thecredit offered above. If the handset sustained either physical or liquiddamage that would void the Limited Warranty the handset will be returned to Ms.*** and equipment charges will then be considered valid. It is importantto note, Ms*** must have the equipment post marked for return no later thanJuly 8, 2015. Should Ms*** fail to meet this date the offer shall beconsidered void and charges will be considered valid On June 24, 2015, T-Mobilecontacted Ms*** and she accepted our offer as resolution Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or*** *** *** Verytruly yours, T-MOBILEUSA, INC. *** ***ExecutiveResponse

August 18,
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 August 6, 2017, from ** *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that ** *** *** has not been designated as an authorized userPlease note that T-Mobile has addressed Mr***’s concerns directly with Mr***
On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsCustomers who tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If a customer chose the iPhone GB Plus model there was a cost increase of $Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase
In order to qualify as an acceptable traddevice, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements were not met the customer was not qualified for the promotionPlease also know that if a customer cancels their account prior to the end of the month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement
T-Mobile records indicate that on September 13, 2016, Mr*** qualified for and took advantage of our EIP offering with the purchase of four Apple iPhone Plus 128GB devicesAccordingly, Mr*** was asked to make a down payment in the amount of $for each device and agree to a series of monthly installments in the amount of $for each device
T-Mobile records indicate that T-Mobile was expecting the trade in of two Apple iPhone 16GB devices and a trade in of two Apple iPhone 16GB devices in order to take advantage of the above mentioned offerMr*** has stated he sent in one Apple iPhone 16GB device and one Apple iPhone Plus 16GB device, please note that T-Mobile shows no record of the equipment being receivedOn August 12, 2017, in a conversation with Mr*** in order to amicably resolve his concern T-Mobile has agreed to honor the above mentioned promotion manually
It is important to note that the Apple iPhone 128GB device had a full retail price of $869.99, with the down payment of $the monthly payments are $With the trade in of the Apple iPhone 16GB device Mr*** would have received a onetime trade in credit of $which impacted the account balance and monthly credits of $which over a total of months would have equaled a total of $in creditIt is important to note that one of the Apple iPhone 128GB device had a remaining balance of $In order to honor the offer T-Mobile has applied the credit of $towards the equipment balance and the remaining difference of $applied as an account credit
With the trade in of the Apple iPhone Plus 16GB device Mr*** would have received a onetime trade in credit of $which impacted the account balance and monthly credits of $which over a total of months would have equaled a total of $in creditIt is important to note that one of the Apple iPhone 128GB device had a remaining balance of $In order to honor the offer T-Mobile has applied the credit of $towards the equipment balance and the remaining difference of $applied as an account credit
In September the Consumer Product Safety Commission (“CPSC”) announced a full recall on all versions of the Samsung Galaxy Note deviceOur records indicate that on November 23, 2016, Mr*** returned his Samsung Galaxy Note device to a local T-Mobile Retail locationDue to an inadvertent error the equipment’s financial installment was not removed and Mr*** continued being billed $a monthOn August 12, 2017, in a conversation with Mr*** T-Mobile closed out the Samsung Galaxy Note financial installment and credited the amount of $which included the taxes paid at the time of purchase
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s 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
Thania R*** Executive Response

April 27,
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 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that *** *** is designated as an authorized user of the account
T-Mobile regrets any concerns that Mr*** may have experienced regarding his handsetT-Mobile records indicate that on February 25, 2017, Mr*** took advantage of our JUMP! On Demand (“JOD”) offering with the lease of an LG Stylo Customers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into
Please be advised that T-Mobile provides a day return period which allowed Mr*** to use the equipment to see if it meets his needsT-Mobile records confirm that on March 3, 2017, Mr*** contacted T-Mobile in regards to returning the LG StyloFurther records show that on March 3, 2017, T-Mobile provided a return label with tracking number *** which was received at our warehouse on March 8, Regretfully, the handset was not scanned immediately and therefore Mr***’s JOD lease was not removed from the above account
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 20, 2017, T-Mobile removed the JOD and credited $for the last two JOD payments and one for the current billing cycle leaving the account with a zero balance after Mr***’s April payment
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
Chris L*** Executive Response

August 15,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced account
T-Mobile regrets any concern Mr*** experienced regarding our Friends and Family promotionT-Mobile’s Friends and Family promotion offered two additional lines of service at no cost assuming the account meets the necessary qualificationsT-Mobile records confirm that Mr*** activated three additional lines of service on November 19, 2016, and moved one line from another account into his name for a total of four lines of serviceUpon review Mr*** meet all necessary qualifications to receive the discount; unfortunately the account was not automatically enrolled resulting in the line ending in *** not reflecting the monthly promotional discount
In an effort to amicably resolve this matter, on August 3, 2017, T-Mobile added our Friends and Family promotion to line ending in ***Please be advised it can take up to two full bill cycles for the credit to automatically apply toward the accountT-Mobile also applied a credit to Mr*** account in the amount of $bringing his balance to $due on August 12, T-Mobile confirmed Mr*** has received account credits totaling $for this matter and we respectfully declined any further compensationT-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
Carolina F*
Executive Response

May 15,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 3, 2017, regarding the above-referenced accountWe are glad to report that upon speaking with Mr*** he confirmed that his concerns have been resolved to his satisfaction
T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to his account activation and ongoing promotions at the timeOur records reflect that Mr*** activated his service on November 25, 2016, with mobile numbers ending in ***, ***, and attempted to take advantage of the following promotions:
• Apple Black Friday; and
• Magenta Po
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not
To begin with, our records reflect that Mr*** met all of the requirements for the Apple Black Friday promotion and records confirm that both of his mobile numbers are successfully enrolled in the promotionPlease note that Mr***’s tradevices made him eligible to receive up to $between tracredits and monthly promotional bill creditsOur records confirm that Mr*** received two tracredits in the amount of $per line of service and was approved for $in promotional bill credits per line of service (equivalent to monthly credits in the amount of $11.84), for a total of $It is T-Mobile’s position that Mr*** received the benefits of the Apple Black Friday promotion
With respect to the Magenta Pooffer, Mr*** did not meet the requirementsThe Magenta Pooffer was not compatible with the Apple Black Friday promotionIt is T-Mobile’s position that Mr*** was not eligible for the Magenta PoofferNevertheless, records confirm that on May 2, 2017, Customer Care issued a onetime bill credit to Mr***’s account equivalent to one Magenta Pocredit
In an effort to amicably resolve this matter, on May 15, 2017, T-Mobile issued an additional onetime bill credit to the account in the amount of $for the second Magenta PocreditMr***’s account remains active and it currently reflects a credit balance in the amount of $
In regards to Mr***’s concerns with his monthly estimated service charges, T-Mobile records confirm that his account is subscribed to T-Mobile ONE taxes-excluded rate plan for $per month or $when enrolled in AutoPay which is Mr***’s caseIn addition, Mr*** is currently financing two iPhone plus devices with 32GB of memory and after promotional bill credits; he is responsible for monthly payments in the amount of $per deviceT-Mobile regrets any billing confusion between the time of activation and the time the promotional bill credits for the Apple Black Friday promotion starting impacting his account
Based on the information mentioned above Mr*** should expect his monthly service charges to be roughly $168.00-$per month including taxes and feesT-Mobile suggests for Mr*** to contact our Customer Care department directly at 1-800-937-to discuss rate plan options such as new T-Mobile ONE all-inclusive with a promotional rate of $when enrolled in AutoPayT-Mobile appreciates the opportunity to respond to Mr*** and we regret any inconvenience to him
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
Maggie R***
Executive Response