T-Mobile Usa Inc

April 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 9, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr*** concern to his satisfactionT-Mobile regrets any concerns Mr*** experienced in regards to this matterT-Mobile records confirm that on February 10, 2016, Mr*** contacted Customer Care to cancel his mobile internet line ending in ***The mobile internet line was canceled the same day for Mr*** and he submitted a payment for the amount of $for his monthly recurring charges due for service from January 3, 2016, through February 2, 2016, and the Equipment Installment Plan balance for a Samsung Galaxy Sand an Alcatel One Touch POP tabletOn March 3, 2016, a billing statement generated reflecting a zero past due balance and current charges in the amount of $dueThe balance is for the prorated monthly charges for the mobile internet line from February 3, 2016, through February 10, On April 13, 2016, T-Mobile applied a credit in the amount of $to Mr*** account leaving the account closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCOscar T*** Executive Response

November 10, 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 2, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** may have experiencedT-Mobile records confirm Ms*** activated service with mobile number ending *** on December 17, At the time of activation, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Nokia Lumia handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installmentsAt the time of purchase, Ms*** requested to be enrolled in JUMP! on mobile number ending *** for $per monthJUMP! provides customers all the coverage offered by our Premium Handset Protection bundle (“PHP “) including handset insurance and extended warranty, Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceOn December 24, 2015, T-Mobile records indicate Ms*** completed a JUMP! Upgrade on mobile number ending *** with the purchase of an Apple iPhone handset, taking advantage of our EIP offering, once againPlease note, JUMP! remained active on the line of serviceOur records also indicate that Ms*** was billed for third party purchase charges which included monthly subscriptions and one-time purchases from the Google Play storeOn July 19, Ms*** contacted Customer Care and placed a free of charge feature on mobile number ending *** which blocked third party purchasesOn August 19, 2016, Ms*** contacted Customer Care to report the Apple iPhone associated with mobile number ending in *** had been lost or stolen, and she requested a suspension of service for this mobile numberPer T-Mobile’s Terms and Conditions of Service, customers remains responsible for the charges incurred on their account until such time as they notify T-Mobile that their handset has been lost or stolenAdditionally, T-Mobile provides our customers with a number of methods for securing their handset and monitoring usage on their accountFor example, customers can lock their handset with a user selected pass code which prevents unauthorized use of access to the handsetIn addition, we provide the ability to monitor usage via our website, our Interactive Voice Response system and of course through calls to our Customer Care departmentAs a courtesy, T-Mobile has agreed to credit the account for the third party purchase charges that were incurred prior to Ms***’s notification to Customer Care that the handset was not in her possessionThe disputed charges totaled $161.48, and were credited to Ms***’s accountWe regret any inconvenience to Ms***T-Mobile records further indicate Ms*** contacted Customer Care on August 21, 2016, to verify details of her PHP which was included with her JUMP! enrollmentDue to an inadvertent error, Ms***’s temporary suspension of mobile number ending *** was ended, and services resumed as of this dateOn November 1, 2016, Ms*** contacted Customer Care, and requested the temporary suspension be replaced on the line of service with mobile number ending ***As of the date of this correspondence, Ms***’s mobile number remains suspendedAs a courtesy, T-Mobile issued a credit to the account in the amount of $and the account currently reflects a balance of $T-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCRonnie A*** Executive Response

August 26, 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 20, regarding the above-referenced accountT-Mobile records confirm that on October 16, 2013, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 5s handsetPlease be advised that our records confirm that on October 20, 2014, Mr*** processed a payment in the amount of $to pay off the aforementioned EIPHowever, due to an inadvertent error, the payment was applied as a bill credit and not as a direct payment to the EIPT-Mobile regrets any inconvenience this may have causedAdditionally, our records confirm on January 9, 2015, Mr*** request for a SIM Unlock was processed and approved by our Customer CareAs Mr*** had continued usage on his account and payments applied promptly from the payment mentioned above, Customer Care elected to make available Mr*** unlock codeOur records confirm that on January 15, 2015, Mr*** transferred his number to another carrier and as a result cancelled his service with T-MobileIt is important to note that once 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 purchaseA billing statement dated January 22, 2015, included Mr*** final charges for month recurring charges in the amount of $60.00, EIP charge in the amount of $208.30, plus applicable taxes and fees totaling $As no payment was received for the final billed amount referenced above on April 22, 2015, Mr*** account was referred to collection agency in an effort to collect the balanceIn an effort to resolve Mr*** concerns, after receipt of a payment in the amount of $175.79, T-Mobile issued a credit to Mr*** account in the amount of $and has removed the account from collectionsAdditionally, T-Mobile has instructed that negative reporting be removed and has advised Mr*** that it can take up to ninety (90) days for it to be removedMr*** account remains cancelled with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCRuben A*** Executive Response

August 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account
T-Mobile regrets any billing concerns Mr*** has experienced and we appreciate the opportunity to respond to Mr***’s concerns related to the Friends and Family lines On Us promotionBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customersTo be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr*** is required to maintain his T-Mobile ONE rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountPlease note it can take up to two billing cycles for the monthly bill credits to appear
T-Mobile records indicate on November 20, 2016, Mr*** activated his T-Mobile account with four lines of service and subscribes to our T-Mobile ONE rate planMr*** purchased two Samsung Ondevices, and two Samsung Jdevices on T-Mobile’s Equipment Installment Plan (“EIP”)
On December 21, 2016, Mr***’s line ending in *** was approved for the Friends and Family monthly bill creditsDue to an inadvertent error, Mr***’s line ending in *** was not approved for the monthly bill creditsOn July 24, 2017, T-Mobile requested for the monthly bill credits to start applying to the line ending in ***The credits will take up to two billing cycles to appearMr***’s monthly access charges, including EIP charges and after monthly bill credits is estimated to be in the amount of $per month before taxes
In regards to MrKenney’s concerns about international call charges; please be advised Mr***’s T-Mobile ONE rate plan includes unlimited calling to Canada and Mexico, discounted calling, free unlimited text messaging and data when traveling in a Simple Global country, and our Stateside International feature which includes discounted calls and text messages to select countries
As indicated in Mr***’s correspondence to your office, one of his lines was using a calling card to make international callsPlease be advised should the calling card minutes end, or should the calling card not be used at the onset of the international call, the call will connect to the T-Mobile network and bill at a discounted rate per minuteT-Mobile records indicate on Mr***’s July 21, 2017, billing statement, he was billed $for international callsOn July 24, 2017, T-Mobile placed an international call blocking feature on Mr***’s lines ending in ***, ***, and ***Please note that this feature will block outbound international calls with T-Mobile except for the following situations:
• Dialing internationally while customers are roaming domestically on other service partners' networks;
• Sending international text messages to international mobile numbers
• Receiving calls from international callers; and
• Calls to Canada and/or the US Virgin Islands (StThomas, StJohn, StCroix, and Water Island)
Upon speaking with Mr*** July 27, 2017, T-Mobile placed the international call blocking feature on Mr***’s fourth line ending in ***In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $for the previous months that Mr*** did not receive the Friends and Family monthly bill credits for his line ending in *** and for the international callsThe credit impacted the account balance and Mr***’s account carries a zero balanceT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G***
Executive Response

July 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 July 8, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience that may have been caused to Ms*** due to the JUMP! On Demand programT-Mobile records confirm that on December 29, 2015, Ms*** took advantage of the JUMP! On Demand lease option for three Galaxy SEdge + handsetsJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement
As of July 1, 2017, Ms*** had not entered into a new lease or returned the devices so the account was billed the purchase option prices plus taxes for all three handsets
In an effort to amicably resolve this matter Ms*** was provided a $credit toward her balance and an Extended Payment Schedule to take the remaining balance of $and split it up over six monthsMs***’s current account balance is $Ms*** has accepted this as full resolution to her concern
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

April 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 April 18, 2017, regarding the above-referenced account
T-Mobile has confirmed that this complaint is regarding a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) accountNevertheless, upon speaking to Ms***, on April 24, 2017, T-Mobile confirmed that she has since become a T-Mobile customerAs such, T-Mobile agreed to apply a courtesy credit in the amount of $toward Ms***’ above-referenced T-Mobile accountPursuant to our conversation, Ms*** confirmed the matter is resolved and she has no further concernsT-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
Brandon M*** Executive Response

March 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated February 25, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr*** may have experienced with the billing of his T-Mobile accountT-Mobile records indicate that on December 16, 2015, the above-referenced account was canceled at Mr*** requestIn his letter to your office, Mr*** indicated that he submitted final paymentHowever, Mr*** account was billed in arrears and as such, his payment of $which posted to his account on December 11, was applied to monthly access charges incurred through November 16, The balance of $consists of charges for services utilized through the end of the final billing cycleIt is T-Mobile’s position that these charges are valid and owedHowever, as a courtesy and in an effort to amicably resolve this matter, on March 2, 2016, T-Mobile issued a credit of $to Mr*** account leaving it closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCAlberto V*** Executive Response

June 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 6, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms*** and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any continued frustration Ms*** has experienced with her accountPursuant to Ms*** request, we have changed her rate plan from the $Simple Choice Family Match Unlimited Talk, Text and Data rate plan to the $Simple Choice Unlimited Talk, Text and Data promotional rate plan effective June 19, 2016, the beginning of her next billing cycleThis plan reduces Ms*** monthly cost by $Furthermore, pursuant to Ms*** request we have added the $Premium Handset Protection feature back to her numbers ending in *** and ***Additionally, in an effort to amicably resolve this issue, we have closed the Equipment Installment Plan (“EIP”) loans for the two Samsung Tablets which were financed for mobile numbers ending in *** and *** and closed the EIP loans for the accessories which were financed on Ms*** accountIn doing so, this further reduces Ms*** monthly cost by $After making the above changes, Ms*** can expect that her monthly cost will be $before the Business Family Discount of $and any monthly taxesAfter the Business Family Discount is applied Ms*** monthly cost will be $before taxesMs*** is aware that she may contact me through email or by phone with any further questions or 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, INCBrian W*** Executive Response

January 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 January 6, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced with recent T-Mobile promotionsPlease 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 Care departmentFrom November 24, 2016, through November 28, 2016, T-Mobile ran a promotion that offered customers who purchased a Samsung Galaxy Sdevice or a Samsung Galaxy SEdge device, free Samsung Gear Virtual Reality Goggles as well as an Oculus content gift card valued at $Customers would need to redeem the free Samsung Gear Virtual Reality Goggles offer by visiting www.SamsungPromotions.com/BlackFridayand the Oculus content gift card by visiting id.oculus.com/US/en-US/login/registerIn addition to the above offer, from November 23, 2016, through December 21, 2016, T-Mobile ran a promotion that offered customers who added a new line of service and ported in a line from another carrier, traded in a device, and purchased a new device on T-Mobile’s Equipment Installment Plan (“EIP”), a $credit for each line of service the customers ported inThe EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceCustomers would need to redeem this offer by visiting www.T-Mobile.com/promotions and submit for the offer by using promotional code 16PORTT-Mobile records indicate on November 27, 2016, Ms*** started an EIP with the purchase of a Samsung Galaxy Sdevice for her line ending in ***Due to an inadvertent error, the Samsung Gear Virtual Reality Goggles were not ordered that same day causing her to not receive the promotionT-Mobile records indicate on December 9, and December 13, 2016, Ms*** ported in two lines of service ending in *** and ***As Ms*** did not visit the above referenced website, she did not receive the $port in credits for each lineT-Mobile regrets any inconvenience to Ms***T-Mobile records confirm on January 6, 2017, Ms*** received a credit to her account in the amount of $for the two lines ported in ending in *** and ***In an effort to amicably resolve this matter, T-Mobile ordered Ms*** Samsung Gear Virtual Reality Goggles for free and issued a credit in the amount of $for the Oculus content gift cardMs*** indicated she this resolves her concerns to her satisfactionT-Mobile respectfully declines Ms*** request for $for the time spent in regards to this matterT-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, INCJennifer G*** Executive Response

Tell us why here... March 26, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: Jodyann B*** 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 14, 2018, regarding the above-referenced account. Please be advised that we have made attempts to contact MsB***, which have proven unsuccessful. As such, T-Mobile will make every effort to address MsB***’s concerns within this letter. T-Mobile regrets any concern caused to MsB*** regarding her account. T-Mobile records confirm that as of December 15, 2017, MsB*** is subscribed to the T-Mobile 10GB No Credit Check (“NCC”) rate plan, which for $plus applicable taxes and fees, provides unlimited talk, text and GBs of data at up to 4G/LTE speeds depending on device capabilityIt should be noted that MsB*** was assigned a temporary mobile number ending in 7439. It is important to note that the NCC rates plans are for customers who do not want to run a credit check or are required to pay a high postpaid deposit.In review of the account, MsB***’s monthly access charges were expected to be about $including taxes and fees. As such, our records do not indicate that MsB*** should have paid $as stated in her correspondence to your office as T-Mobile does not currently have a rate plan at the aforementioned rate of $42.09. Upon further review of MsB***’s account, our records confirm that on December 17, 2017, the mobile number ending was replaced with mobile number ending as the latter was portto T-Mobile from an alternate service provider. Please be advised that T-Mobile has reviewed MsB***’s account regarding her number port concerns, and our records do not indicate that any other number was requested or queued for poto MsB***’s above-referenced account. Should MsB*** wish to complete an alternate port-in, she may do so by contacting Customer Care or by visiting a local retail location. As of December 12, 2017, MsB***’s account has been set to receive paperless billing. MsB*** will receive a text message notification to the line ending in when the bill is ready to be reviewed online at www.T-Mobile.com or via the T-Mobile App. It should be noted that MsB*** may access her billing statements at any time via the website or the T-Mobile App. We regret any confusion regarding MsB***’s payment due date. T-Mobile’s payment due dates can and do vary slightly from month to month and that is why we encourage MsB*** to always confirm her payment due date on the first page of her billing statement, by dialing #BAL#, by visiting their online account at T-Mobile.com, or by calling our automated system. Please note that that MsB***’s can expect her payment due date to occur on or around 12th of every month, but MsB*** should always confirm the date to make sure she avoids late fees or suspension. Please be advised that T-Mobile may use third-party Service Partners to help service our customers. While these employees do not report directly to T-Mobile USA, Inc., they are contracted by T-Mobile and trained in use of T-Mobile's systems and tools. Additionally, they are held to the same standards of professionalism and policy adherence as any other representatives of T-Mobile. T-Mobile regrets any inconvenience this matter may have caused MsB***. 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-ext341-8067.Very truly yours,T-MOBILE USA, INC.Sharon B***Executive Response

Complaint: ***
I am rejecting this response because: Miss G*** if only you were thereReview your T moble planSee if your company met it advertismentI was never enrolled in auto pay and never told that. If so why didn't you have my card numberI was never told when the bill was due. weeks after getting your service you kill the service stating the bill was not paid. That's when I paid itThe line for me for my grand kids in Oregon. Some how I was being charged for a tablet I never ask for. My grand duaghter phone never workedMy son in exchanged the phones in Oregon. Oregon taxes free states you was charging tax. You advertise unlimited data but it not true6.In Jan went to pay the bill your employee told me not to pay wait til Feb. He stated computer back up and discount was not kicking in. I could have went to wal mart got a better deal with boost or straight talk or Your family mobile if I known. dollars a month unlimited data text and no strings attachedIm not paying any thing you got my phones for free, they were almost newYou guys are full of tricks and not honest. You can't just take my phone and change the plan as you gYour service way over what you say.10. With the phones off you charging me for service. dollars. I was counting on a month I was told. I didn't drop the service you guys did and knew what you was doing.
To squeeze more money out of me. Wonder how many people you done this to
Sincerely,
*** ***

October 29, 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 October 20, regarding the above-referenced accountT-Mobile records confirm that Mr*** is an authorized user of Ms*** accountT-Mobile is pleased to have been able to resolve Mr*** concerns to his satisfactionT-Mobile regrets any handset concerns that Mr*** has experiencedT-Mobile records reflect that Mr*** purchased an Apple iPhone 5s handset on December 28, By purchasing T-Mobile equipment, Mr*** received 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 his device via T-Mobile’s Handset Exchange ProgramPlease be advised that the one -year limited warranty can be extended with a monthly subscription to one of our Premium Handset Protection features, as is the case with Mr*** subscription to our JUMP! featureUnder 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 Mr*** has participated in the Limited Warranty Exchange process several times in the last few months, most recently on October 19, As Mr*** continues to report concerns with his replacement device, T-Mobile has agreed to provide him with a new iPhone 5s handset of the same specifications as his current handsetWe ask only that Mr*** returns his current non-working handset to my attention at the address belowT-Mobile has provided Mr*** with a $account credit for the return shipping costsPlease note that Mr*** has accepted this as resolution in full to his concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr*** recent contact with our Customer 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, INCKayla 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
Sincerely,
*** ***

August 11,
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 25, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** has experienced in regards to payments and her monthly billUpon speaking with Ms*** on August 2, 2017, T-Mobile confirmed she is not being represented by an attorney at this timeT-Mobile records indicate that Ms*** contacted T-Mobile and notified us of concerns she had experienced in regards to her monthly billing statement on February 28, Upon speaking to Ms***, T-Mobile advised her of a past-due balance and offered Ms*** our T-Mobile ONE rate plan, which Ms***’s agreed to the rate plan changes with the following monthly recurring charges:
• $for the first two voice lines;
• $for one additional line; and
• $for two wearable lines
In addition to these monthly services, Ms*** also elects to participate in the following monthly features:
• $insurance feature on line ending in ***;
• $insurance feature on line ending in ***;
• $insurance feature on line ending in ***;
• $insurance feature on line ending in ***; and
• $premium voicemail feature on line ending in ***
Ms***’s expected monthly services and features total $
In addition to Ms***’s monthly services and features, Ms*** also has numerous handsets and accessories on our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programsEIP is a program that allows eligible customers to pay a down payment for equipment and to pay the balance in monthly installments; whereas JOD is a program that allows customers to lease equipment with an option to purchase, upgrade, or turn in the leased equipment at the end of the lease termMs*** financed equipment on the following dates:
• February 5, - two Samsung Note handsets on JOD of $for 18-months was accepted;
• February 5, two screen protectors, two phone cases, Bluetooth Speaker, and two phone chargers on EIP of $was accepted for 24-months;
• April 2, 2016, fast charger, Bluetooth Headphones, and Samsung Gear wearable on EIP of $for 24-months was accepted;
• April 22, 2016, fast charger on EIP of $for 24-months was accepted;
• August 31, 2016, micro charger and two Beats SOLO headphones on EIP of $for 24-months was accepted;
• October 3, 2016, Samsung headset and micro charger on EIP of $for 24-months was accepted;
• October 6, 2016, screen protector, charger, USB cable, and case on EIP of $for 24-months was accepted;
• October 31, 2016, memory card, case, LG Khandset, and screen protector on EIP of $for 24-months was accepted;
• November 11, 2016, Bluetooth speaker on EIP of $for 24-months was accepted;
• December 9, 2016, iPhone SE handset, case, and Bluetooth speaker on JOD of $for 18-months was accepted;
The total of Ms***’s monthly EIP and JOD charges is $With all features and equipment on Ms***’s monthly recurring charges, her monthly statement is estimated at $plus applicable taxes
In some circumstances, T-Mobile customers may be eligible for an Extended Payment Schedule (“EPS”)An EPS is a payment arrangement that spreads a balance out over multiple installments to be added to a customer’s monthly billing statementsT-Mobile records indicate that Ms*** contacted Financial Care to request an EPS to pay off a balance of $At that time, Ms*** agreed to pay seven monthly installments of $and one monthly installment of $to satisfy the past-due balance, in addition to her monthly recurring chargesMs***’s billing statement dated February 23, 2017, reflected a balance of $472.58, consisting of all monthly recurring charges as well as Ms***’s first monthly installment for her EPS
T-Mobile records indicate that on May 11, 2017, Ms*** set up a payment arrangement on www.MyT-Mobile.com for her past-due balance of $1,The arrangement set up by Ms*** was to be paid in two installments, the first of which was due on May 25, 2017, in the amount of $217.47, and the second of which was due on June 8, 2017, in the amount of $Furthermore, T-Mobile records indicate that Ms*** elected to add an automatic payment method to deduct the amount owed on the payment arrangement due datesT-Mobile records indicate the following payments and adjustments were made toward the account after May 11, 2017, and impacted the balance owed:
• On May 23, 2017, payment in the amount of $was remitted, updating the balance to $
• On May 25, 2017, payment in the amount of $was drafted in accordance with the automatic payment that was scheduled by Ms***, updating the account balance to $As the payment that drafted was set up by Ms*** herself, it is T-Mobile’s position that the payment of $is validOn the same day, Ms*** contacted Customer Care to dispute the payment, at which point T-Mobile offered to issue a refund as a courtesy, which Ms*** regretfully declinedAs an additional courtesy, T-Mobile applied a $credit to Ms***’s account to accommodate her for any overdraft fees that may have been incurred, updating the account balance to $Later that same day, Ms***’s May billing statement generated in the amount of $599.41, updating the balance to $1,As a courtesy to Ms***, in an effort to amicably resolve her concerns, T-Mobile applied another adjustment of $130.80, updating the account balance to $1,
• On May 26, 2017, Ms*** contacted Customer Loyalty to express her dissatisfaction with the payment that was drafted for her payment arrangementAs a courtesy, T-Mobile applied another $credit to resolve her concerns, updating the account balance to $1,
• On May 27, 2017, Ms***’s payment of $was returned by her financial institution, and the account balance was updated to $1,
• On May 30, 2017, Ms*** contacted Customer Care to request a credit for restore from suspend feesAs a courtesy, T-Mobile applied a credit of $110.00, updating the account balance to $1,
• On June 5, 2017, a returned payment fee of $was charged to the account, updating the account balance to $1,
• On June 7, 2017, Ms*** remitted a payment of $34.97, updating the account balance to $1,
• On June 15, 2017, Ms*** contacted Customer Loyalty to dispute the balance owedAs a courtesy, T-Mobile applied a credit of $50.00, updating the account balance to $1,
• On June 19, 2017, Ms*** remitted a payment of $60.00, updating the account balance to $1,
• On June 21, 2017, Ms*** contacted Customer Care and indicated that she was promised a creditIn an effort to amicably resolve Ms***’s concerns, T-Mobile agreed to apply a one-time credit of $50.00, updating the account balance to $1,
• On June 23, 2017, Ms***’s account was suspended for non-paymentOn that same day, her services were restored by T-Mobile and she was not assessed a suspension fee
• On June 25, 2017, Ms***’s June billing statement generated in the amount of $681.15, updating the account balance to $1,On June 30, 2017, T-Mobile applied an adjustment in the amount of $200.00, updating the account balance to $1,
• On July 24, 2017, a payment in the amount of $was remitted, updating the account balance to $1,
• On July 25, 2017, Ms***’s July billing statement generated in the amount of $On that same day, automatic credits in the total amount of $were applied, updating the account balance to $1,
Upon speaking to Ms*** on August 2, 2017, T-Mobile advised Ms*** of her balance and her monthly recurring estimate of $As Ms*** is currently subscribed to the lowest cost rate plan, Ms*** opted to remove her insurance features on the mobile numbers ending in ***, ***, and ***Upon removing the insurance features from the above lines of service pursuant to Ms***’s request, T-Mobile advised Ms***s that her new monthly estimate is now $per month plus applicable taxesAdditionally, T-Mobile agreed to apply a collection hold until October 31, 2017, to allow Ms*** time to remit payments on her account to satisfy any past due balancesIt is important to note that Ms*** will still receive her monthly billing statements during that time and should the account have a past due balance on October 31, the account may be at risk for suspension or cancellationT-Mobile continues to work with Ms*** in regards to the past due balance
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during any of Ms***’s contacts with Customer Care or our Executive Response team
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
Anthony M*** Executive Response

February 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 February 22, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets any inconvenience Mr*** has experiencedPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care
T-Mobile records reflect that Mr*** purchased a Samsung Galaxy Note on May 5, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his device, SamsungUpon review of Mr***’s account this warranty has been extended as he subscribes to the optional JUMP! featureDuring the Limited Warranty period, Mr*** 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 damagePlease be advised on October 23, 2016, T-Mobile replaced Mr***’s Samsung Galaxy Note with a Samsung Galaxy SEdge device
Additionally, T-Mobile records confirm that on October 24, 2016, Mr*** purchased a Samsung Galaxy S32GB device when he participated in T-Mobile’s Equipment Installment Plan OfferingHe was not required to remit a down payment but did agree to monthly installments of $for the deviceAs of the time of Mr***’s purchase of a new handset for use on the mobile number ending in 5131, 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 applicable EIP entered into at the time of the original purchase
Nevertheless in an effort to amicably resolve this matter, on November 3, 2016, a $credit was applied to the EIP balance for the Samsung Galaxy SAdditionally, on February 23, 2017, T-Mobile applied an additional credit in the amount of $toward the remaining EIP balance of the Samsung Galaxy SFurthermore, T-Mobile applied a credit in the amount of $for the EIP installments Mr*** has already paid for his Samsung Galaxy SMr***’s account now reflects a remaining balance of $which represents the remaining charges on the billing statement dated January 27, Lastly, T-Mobile has agreed to allow Mr*** to return his Samsung Galaxy SEdge 32GB to our executive office and upon receipt and verification the remaining balance of $will be removed and a credit will be applied to the account in the amount of $The return address is as follows:
T-Mobile USA, Inc
Attn: *** ***
*** *** ***
*** *** ***
*** ** ***
T-Mobile recommends that Mr*** request a tracking number as T-Mobile is not responsible for the return shipping of this equipmentWe ask that Ms*** please include the handset, charger and his account information with the shipment to ensure proper creditIf the full kit is not returned (such as the charger), a $restocking fee will be deducted from the credit offered aboveIf the device has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr*** and the equipment balance will be considered validMr*** will need to return the equipment no later than March 23, 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

February 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 February 16, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr*** satisfaction
T-Mobile sincerely regrets any inconvenience Mr*** has experiencedT-Mobile records confirm that Mr*** canceled his account on December 26, 2007, when he ported his mobile numbers to another service providerMr*** billing cycle ran from the 8th of one month to the 7th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr*** was billed through January 7,
As a courtesy to Mr*** 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 December 8, 2017, through January 7, Mr*** account remains closed with a zero balancePlease note Mr*** account was not sent to a third-party collection agency and as a result will not impact his creditUpon speaking with Mr*** he accepted this as 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
Zachary S*** Executive Response

June 20, 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 June 12, 2016, regarding the above-referenced accountT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any T-Mobile employee failed in any way to display that during Mr*** recent contact with our Customer CareT-Mobile confirms on June 10, 2016, an international call blocking feature was added to each of Mr*** four mobile numbers, on the postpaid accountPlease note that this feature will block outbound international calls with T-Mobile except for the following situations: • Dialing internationally while customers are roaming domestically on other service partners' networks; • Sending international text messages to international mobile numbers• Receiving calls from international callers; and • Calls to Canada and/or the US Virgin Islands (StThomas, StJohn, StCroix, and Water Island)In an effort to resolve this matter amicably, T-Mobile applied an account credit of $for disputed international long distance charges and applicable taxesThe updated account balance of $includes monthly recurring charges and applicable taxes from the June 2, 2016, billing statementBased 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, INCPancho Q*** Executive Response

August 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 24, 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 account
T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms*** continues to experience concerns with her serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level, shows that Ms*** should expect excellent coverage at both the address of record, and the address provided on this correspondenceAs mentioned in our previous correspondence, we cannot guarantee coverage as there are many factors that can affect the coverage day to day
T-Mobile regrets that Ms*** feels that our investigation was not sufficient to resolve the concerns presented in her letter to your agency; however her newest correspondence provides no new information that would warrant reconsideration of our position regarding this matterAs previously mentioned, Ms*** is not obligated to a service contract with T-Mobile, as T-Mobile does not have service contractsHowever, Ms*** does have three active Equipment Installment Plans (“EIP”), as follows:
• LG Aristo, purchased on February 18, 2017, remaining balance owed of $
• LG Aristo, purchased on February 18, 2017, remaining balance owed of $
• Samsung On 5, purchased on March 22, 2017, remaining balance owed of $
It is very important to note that at the time of Ms***’s purchase of these new handsets, T-Mobile provided a 14-day return period for each, which allowed Ms*** to use the equipment and service to see if it met her needsIf the equipment or service was not found to be 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 the EIPs
Although Ms*** is outside of her 14-day return period, as a courtesy and in an effort to amicably resolve this matter, T-Mobile has offered to allow Ms*** to return her undamaged handsets to T-Mobile in order to be relieved of the remaining EIP balances owed, an offer which we have made available through August 17, Should Ms*** choose to take advantage of this offer, she may do so by mailing her undamaged equipment and chargers to my attention at the following address:
T-Mobile USA, Inc
ATTN: Lauren L*** Menaul Blvd NE
Albuquerque NM
With regard to Ms***’s request for compensation, based on the Ms***’s consistent usage, it is T-Mobile’s determination that Ms*** is able to utilize and receive the benefit of our service, and as such T-Mobile respectfully declines Ms***’s request for the removal of the billed chargesT-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
Lauren L*** Executive Response

August 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 August 11, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile records indicate that on July 29, 2017, Ms*** chose to purchase a Samsung Galaxy JPrime device at our T-Mobile Retail location and paid a full retail price of $Please note that T-Mobile makes devices available on demo for our customers at our retail locations to review to ensure the device chosen fits our customer’s wants and needs before the purchase is madeT-Mobile offers its customers a return period of days when a device is purchased in storeAs long as the device is returned in good working and physical condition the full purchase price may be refunded
Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comAs stated in our Return Policy:
“You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).”
Based upon the above, even while the restocking fee of $is valid, in order to amicably resolve Ms***’s concern T-Mobile will offer to waive the restocking fee and issue a manual returnPlease note that this offer is extended to Ms*** for the following daysShe may email me directly at ***@T-Mobile.com with an appropriate date to contact her and good contact number in order to fulfil the above offer
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 Ms***’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

June 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 June 5, 2017, regarding the above-referenced account
T-Mobile regrets Ms***’s concerns regarding her account billing and the balance on the above-referenced accountT-Mobile records confirm that on July 19, 2014, Ms*** activated two voice lines with mobile numbers ending in *** and ***It is important to note that Ms*** has activated three additional voice lines with mobile numbers ending in ***, *** *** *** throughout her tenure with T-Mobile for a total of five voice lines
Ms***’s voice lines are subscribed to the T-Mobile ONE Voice rate plan for $with taxes and fees included per month for two voice lines which provides unlimited minutes, unlimited texts, and data at up to 4G/LTE speeds depending on device capabilityEach additional voice line is $per month
Ms*** also activated two Mobile Internet (“MI”) lines of service on January 8, 2017, with mobile numbers ending in and at a cost of $per monthAs the account is active with a T-Mobile ONE Voice rate plan, Ms*** receives a $discount per MI lineTherefore, the monthly cost for each MI line of services is discounted to $per monthAdditionally, Ms*** elected to add Premium Handset Protection (“PHP”) for $per month to line ending in and the $JUMP! feature to mobile numbers ending in *** and ***
Based on the above, Ms***’s Monthly Recurring Charges (“MRC”) are $per month for servicesPlease be advised that Ms*** has been advised that she can save an additional $per line if her account is enrolled in our AutoPay serviceAutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment methodIt is important to note that Ms*** has declined to enroll in AutoPay
T-Mobile records confirm on November 25, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Alcatel ONETOUCH Fierce handset for the total price of $plus applicable taxAt the time of signing, Ms*** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the amount of $
From January 4, 2017, through February 28, 2017, new and existing postpaid customers who purchase a qualified tablet on EIP with a qualifying MI plan were eligible to receive a monthly EIP bill credit for the full cost of the tablet as part of our January Alcatel Tablet on Us promotionOn January 14, 2017, Ms*** purchased two Alcatel ONETOUCH Pop tablets during our January Alcatel Tablet on Us promotion for a total price of $At the time of signing, Ms*** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the amount of $It is important to note that Ms*** qualified for said promotion and as per the Terms and Conditions of the offer; it may take up to three billing cycles for the promotional bill credits to reflect on the billing statements
Please be advised that Ms***’s account is bill current, meaning that payment for services are paid in advanceMs***’s billing statement dated January 20, 2017, reflected a total balance due in the amount of $for monthly access charges, and applicable taxes and fees for services from January 20, 2017, through February 19, 2017, which was due in full by February 12, Please note that T-Mobile applied an account credit for prorated charges in the amount of $which left the account with a $balance
Ms***’s billing statement dated February 20, 2017, reflected a total balance due in the amount of $516.00, of which $was past dueMs*** was assessed new charges in the amount of $for monthly access charges, applicable taxes, and fees for services between February 20, 2017, and March 19, 2017, which was due in full by March 12, On March 2, 2017, upon contacting Ms***, she was advised of her MRC as stated above and available discountsAt this time, T-Mobile applied an account credit in the amount of $as a goodwill gesture to Ms***, which resulted in a balance due of $
The following billing statement dated March 20, 2017, reflected a total balance due in the amount of $706.52, consisting of a $past due balance, new charges of $in monthly access charges, applicable taxes, and fees for services between March 20, 2017, and April 19, 2017, which was due in full by April 12,
On March 23, 2017, T-Mobile applied an account credit in the total amount of $to cover the closing of the all of the aforementioned EIPsIt is important to note that closing the EIP for the Alcatel ONETOUCH Fierce handset was completed a gesture of goodwill as there was no promotion in place to receive this handset for freeAs mentioned above, the Alcatel ONETOUCH Pop tablets were eligible to be free and Ms*** was to receive bill credits for months; however, in an effort to amicably resolve Ms***’s concerns, T-Mobile closed the EIP
Please be advised that Ms*** was advised there was a payment due for the remaining balance of $on April 12, 2017, and that the $in charges for the closing of the EIPs would be reflected on the next available billing statementMs*** submitted a payment of $on March 23, 2017, which to date, is the last payment received and resulted in a balance due of $
It is important to note that when EIPs are closed, the credit will appear immediately and the charge for the EIP will post on the next available billing statementOn March 27, 2017, upon speaking with Ms*** due to billing concerns, T-Mobile applied an account credit in the amount of $to zero the balance at this timePlease be advised that Ms*** had not entered into a new billing cycle at this time and as such, the charges for the EIPs were not reflected on her account
T-Mobile records confirm on April 6, 2017, Ms*** purchased Kyocera Duraforce handset for the total price of $plus applicable taxAt the time of signing, Ms*** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the amount of $
Ms***’s billing statement dated April 20, 2017, reflected a total balance due in the amount of $Please note that this statement reflected monthly access charges, the aforementioned EIP charges, and applicable taxes and fees for services between April 20, 2017, and May 19, 2017, which was due in full by April 12,
As payment was not remitted to the account, Ms***’s billing statement dated May 20, 2017, reflected a total balance due in the amount of $Please note that $was considered past due as T-Mobile applied an account credit in the amount of $for prorated chargesMs*** was assessed new charges totaling $for monthly access charges, applicable taxes, and fees for services between May 20, 2017, and June 19, 2017, which was due in full by May 12, It is important to note that on May 11, 2017, T-Mobile informed Ms*** that it remains our position that her balance is valid and to avoid service interruptions, a payment or a payment arrangement needed to be made prior to the due date
On June 4, 2017, T-Mobile suspended Ms***’s account due to non-paymentIt is important to note that there have been several communications advising Ms*** of her balance due and when it is due with the most recent communication on June 12, Please be advised T-Mobile has placed a hold on the account until July 7, 2017, to allow Ms*** additional time to pay the balance at this time of $in full or to make arrangements to pay her balance in fullIt is important to note, that if no such actions are taken by Ms***, the hold will be removed and T-Mobile will move forward with its collections process
T-Mobile provides a number of options for Ms*** to pay outstanding chargesMs*** can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip
In Ms***’s correspondence to your office, she references a settlementPlease be advised that T-Mobile has made several attempts to contact Ms*** in regards to the settlement she is referring to but have been unsuccessful in obtaining additional information from herShould Ms*** wish to discuss her concern, she may contact me at the information listed below
We regret to hear of Ms***’s desire to switch to a new service providerT-Mobile understands that our customers may have their very unique and important reasons for cancelling their service and we respect and understand thisIt is important to note that Ms*** is not under contract with T-MobileAs such, Ms*** remains free to establish services with a carrier that she feels would best meet her service needs
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 CareT-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
Carlos T***
Executive Response