T-Mobile Usa Inc

Tell us why here
May 12,
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 29, 2017, regarding the above-referenced account
T-Mobile regrets any concerns that Mr*** may have experienced regarding his accountT-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr*** activated his account on March 3, 2017, with mobile numbers ending in ***, *** and ***, and attempted to take advantage of the following promotions:
• Free Add-A-Line: This One’s On Us!
• QSamsung Superphone Offer
• QApple Trade in Offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were notT-Mobile records confirm that on March 31, 2017, Mr*** was approved and enrolled into our Free Add-A-Line: This One’s On Us! promotionPlease be advised that bill credits will apply monthly, starting by the end of the first bill cycle after promotional enrollment
Further records show that on March 5, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 128GB Black deviceFurthermore, on March 10, 2017, Mr*** purchased a Samsung Galaxy S Edge 32GB Silver handset on EIPPlease be advised that for the QApple Trade in Offer and the QSamsung Superphone Offer, customers must submit for a rebate on www.t-mobile.com/promotions using promo code *** within days of purchaseT-Mobile shows no record of submission; therefore, Mr*** did not receive his rebates
In an effort to amicable resolve this matter, on May 11, 2017, T-Mobile issued a credit in the amount of $for the last two months Mr*** was charged for the additional line of service and the two monthly EIP charges leaving the account with a credit balance of $Additionally, T-Mobile waived the EIPs for Mr***’s Samsung handset and his iPhone handset
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

Complaint: ***
I am rejecting this response because:as previously stated I submitted the required paperwork and received a message that I will get the promised refund Now after two months all of a sudden my paperwork was declined !? I was never informed of this Apparently there was a communication breakdown on your side and I really don't see why I should be punished for it .That is simply outrages I was already approved Why should I again resubmit paperwork ?I held up my end of the bargain , yet T Mobile wants me to Resubmit it all again Why can your company not honor what was previously promised and approved ???? I am very disappointed in the lack of customer service I respectfully ask for your company to honor the amount promised
Sincerely,
*** ***

August 14,
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, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction
T-Mobile regrets that Mr*** had any discrepancy with his billing statement and we regret the experiences that he reported with the third party retail location. We appreciate the opportunity to resolve this matter with Mr***
T-Mobile records show that Mr*** activated this account on July 11, 2015, from Express Locations. Please be advised that Express Locations is at third party authorized dealer for our products and services and the employees at this location are not T-Mobile employees
Please be assured that T-Mobile takes allegations of dealer misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize that the third party authorized dealer of our products and service failed in any way to display that during Mr***’s recent visit to their retail location
T-Mobile records show that Mr*** activated his mobile number ending in *** on July 11, and the sales agreement that Mr*** signed when the account was activated shows that he subscribed to our Simple Choice Value Unlimited Talk, Text and Data with up to gigabytes (GB) of high speed data rate plan for $per month, the optional Simple Choice Unlimited Data with 7GB Hotspot feature for $per month and the optional JUMP! Premium Handset Protection (PHP) feature for $per month. Our records also show that Mr*** elected to participate in our Equipment Installment Plan (EIP) and purchased an LG Leon handset. Our records indicate that Mr*** was not asked to pay a down payment although he was required to pay taxes for the retail value of the handset. Our records show that Mr*** agreed to pay monthly installments in the amount of $for the LG Leon handset
Based on the paperwork that T-Mobile received from the sales office, Mr***’s monthly access charge and EIP totaled $per month before additional usage charges, taxes and surcharges; which is what he was billed on the billing statement dated July 13, 2015.
T-Mobile records confirm that the JUMP! PHP Bundle was deleted on August 9, at Mr***’s request. Based on Mr***’s feedback regarding this matter, on August 12, 2015, a credit in the amount of $as issued to his account for the disputed charges and associated taxes. In addition, T-Mobile offered to issue an additional courtesy credit to his account due to his experience although he declined our offer to issue any additional credits to his account and only requested the credit in the amount of $for the disputed JUMP! PHP Bundle feature. With the $credit that was issued to Mr***’s account on August 12, 2015, his account reflects a credit balance in the amount of $and this credit will reflect on his billing statement that will be dated August 13,
T-Mobile regrets any inconvenience to Mr*** and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at *** *** ***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

September 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence
dated August 29, 2016, regarding the above-referenced file numberUnfortunately, T-Mobile was not provided with Mr***’s T-Mobile account number and/or mobile phone number, and as such, we were unable to complete a full investigationPlease be advised that we have made several attempts to contact Mr*** to the number and email provided on the complaint; however our attempts have been unsuccessfulIt is important to note that individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal creditSimilarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal creditShould Mr*** wish to discuss his concerns further, he may contact me at the number belowT-Mobile regrets any inconvenience caused to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLupe C*** Executive Response

January 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 14, 2016, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr***’ satisfactionT-Mobile sincerely regrets any inconvenience Mr*** has experienced regarding his trade inT-Mobile currently offers a traprogram and customers may be eligible to tratheir device for credit towards a new equipment purchase or a current or new Equipment Installment Plan (EIP) balancePlease be advised, in most retail stores, a representative can evaluate a customer’s traand provide customers with a quote and credit instantlyThe representative will evaluate the customer’s device for qualificationIf a customer agrees to the terms, they will be able to hand in their old device and receive credit toward a new one immediatelyThat credit can then be applied either toward the purchase price of a new phone or it can be applied toward a current outstanding EIP balanceDue to an inadvertent system error, Mr*** was offered a $3,trade in credit for his Samsung Galaxy Note deviceThe correct trade in offer for the Samsung Galaxy Note device is $As a result on January 13, 2015, T-Mobile contacted Mr*** and he was advised that T-Mobile would be removing the $3,and offered to instead apply a credit of $plus an additional inconvenience credit of $insteadPlease note Mr*** declined this offerHowever, in an effort to amicably resolve this matter, on January 20, 2016, T-Mobile agreed to allow Mr*** to keep $of his tracreditMr***’ account now reflects a zero balanceUpon speaking with Mr*** he accepted this as resolution to his issue 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, INCZachary S*** Executive Response

March 24,
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 a letter dated March 11, 2017, from *** *** *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that *** *** has designated Mr*** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced in regards to international charges on the above-referenced 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 Care
Upon review of the account, T-Mobile has determined that Mr*** was calling ***, which was confirmed to be a mobile numberAs the account did not have the Stateside International with Mobile feature needed on the account in order to prevent international charges, Mr*** incurred $in international charges while placing calls to this number
Please note that customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged
• The Stateside International feature which is available at a cost of $per month provides unlimited calling to landline phones from the United States to more than foreign countriesIn addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than countries
• The Stateside International with Mobile feature, available at a cost of $per month provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional countries as well as a 1,minute bucket for calling mobile numbers in MexicoWith both of these features, calls made using a connection are charged the same discounted rates depending on the feature the customer is subscribed to
Based on Mr***’s calling patterns, T-Mobile suggests that Mr*** add the Stateside International with Mobile to their account to assist with the international long distance charges in the futureAs a courtesy, T-Mobile has issued a credit of $on March 22, 2017, that is equal to what the amount that would have been charged if the feature would have been active at the time the calls were placedPlease note that *** ***’s account currently reflects a $balanceT-Mobile regrets any inconvenience to Mr*** and we appreciate their business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan B***
Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated July 20, regarding the above-referenced accountT-Mobile regrets any difficulties Ms*** experienced with our Carrier Freedom offering and coverageT-Mobile records confirm that Ms*** activated service on December 17, 2015, and took advantage of our JUMP! On Demand (“JOD”) program for two Apple iPhone 6s Plus 16GB devices for the lines ending in *** and *** and an Apple iPhone 6s 16GB for the line ending in Please note that JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeAs Ms*** was on the JOD program she was responsible for and agreed to a total of lease payments in the amount of $for the two Apple iPhone 6s Plus 16GB and $for Apple iPhone 6s 16GB deviceMs*** would have the option to cancel the lease and return the handsets at any time during the lease termIf the lease was ended before the month period was completed, the leased handset would need to be returned to a retail location and the remaining lease payments would be collected at that timeIf the handset was not returned at the time the lease ended, the total remaining balance for the purchase option price of the handsets would be assessed on the next month billing statementThe purchase option price for each of the Apple iPhone 6s Plus devices was $and the purchase option price for the Apple iPhone 6s is $163.99, which was reflected on the final billing statement dated January 16, In addition, Ms*** also qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus Phone CasesPlease note that the EIP is a 24-month, no interest financing agreement available to qualifying customers with active serviceAt the time of Ms***’s purchase, she was not asked to make a down paymentRather, she was only required to pay the taxes on the full retail price of the accessories and agreed to a series of installments of $Please note that in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulPer the Terms and Conditions of T-Mobile’s Carrier Freedom initiative, payments provided by T-Mobile are received in two separate payouts by the customerThe first payout is the travalue for the handset based on the market value of deviceIf the customer activates in a qualifying T-Mobile retail location and chooses to surrender their handset same day, the handset is inspected and if it is found to be in acceptable condition, the payout is provided to the customer at point of sale to use towards their new handset purchase or as a credit to the account balanceThe customer is then presented with the terms and conditions of the trade-in, and if the customer is agreeable, the retail location then provides a mailing label and shipping envelope for the device, which must be returned within days in the same condition as when presented for inspectionOnce received, it is again inspected and if found to be in acceptable condition, the value for the received handset is added as a credit to the account balanceWhich was the case for Ms*** as a credit of $was applied to her account on December 17, 2015, for the device tracreditPlease note that the second payout is calculated by subtracting the trade-credit already provided to the customer from the total remaining EIP balance owed on the handsetIn order to qualify for the reimbursement portion of the payout for the accelerated EIP balances, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activationAs indicated on the website, approval of the required documents and reimbursement of the accelerated EIP balances may take up to eight weeks from the date of submission to be receivedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activityMs*** cancelled service on December 27, 2015, when she ported her numbers to another service providerRegrettably, T-Mobile was not able to locate an online submission for Ms***’s final *** billing statement; as such, it was determined that Ms*** did not meet the qualification for the Carrier Freedom reimbursementIt is important to note that the traof a device within the retail store is a final transactionPursuant to the agreement signed at the time of the trade-in, Ms*** agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”Please be advised that the above information applies even when cancellation of service is requested and processed within the purchased handset’s return periodT-Mobile retail stores and our dealer locations do not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogramAs such, although T-Mobile regrets any inconvenience to Ms***, we are unable to return her handset as it was no longer in the possession of the store where she activated servicePlease note that if a customer has an open JOD or EIP plan and the account is canceled, any remaining unpaid lease balance and purchase option price and applicable taxes on the canceled account is accelerated and becomes due with the final billing statementWhen the account was canceled on December 27, 2015, the remaining EIP balance of $for the accessories and the remaining JOD balance and purchase option price totaling $2,was accelerated and posted to the final billing statement dated January 18, As T-Mobile was unable to confirm the equipment was returned, Ms*** remained responsible for the final balance of $2,which was comprised of monthly recurring charges from December 17, 2015, through December 27, 2015, the monthly EIP and JOD charges and the final EIP and JOD balance and Purchase Option Price and applicable taxesPlease note that the tracredit of $was applied to the open debt and would not have been refunded to Ms***However, as a courtesy and in an effort to amicably resolve this matter, T-Mobile placed an International Mobile Equipment Identifier (“IMEI”) block on the devices which blocks the equipment from being used on T-Mobile’s and most other wireless carriers’ networksT-Mobile applied a credit of $2,259.02, which brought the cancelled account to a zero balanceOn July 21, 2016, T-Mobile refunded $to Ms*** for the tracredit that was placed on the account on December 17, Ms*** should allow one to three business days for the refund to reflect in the bank account providedIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile has confirmed with Ms*** this is a satisfactory resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCAmor M*** Executive Response

June 13,
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 31, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced regarding her Pop Socket and appreciates the opportunity to respond to her concerns
T-Mobile records reflect that on November 3, 2015, Ms*** purchased a Samsung Galaxy Sand received a one year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection feature for $per month which includes insurance should the device have liquid or physical damage or be lost/stolenIt is important to note that should a device have any of the previously mentioned damages a deductible is charged up front at the time of claim by Assurant Solutions Inc., the insurance company, in order to replace the damaged handset
As Ms*** mentioned in her correspondence to your office on May 27, 2017, she inquired about performing an upgrade for her handset on the line ending in 4463; while in the store T-Mobile discovered physical damage on the handset which made the device not eligible for traand prevented an in store upgrade from being processedAt that time, Ms*** advised T-Mobile that the damage was the result of an accessory that was purchased from T-Mobile that had cracked the glass on the back of the handset upon its removalRegrettably, T-Mobile was unable to locate any records of this incident
While we do regret any inconvenience, T-Mobile does not consider this a T-Mobile errorMs*** declined filing an insurance claim for the equipment and elected to pay off the remaining balance of the handset in the total amount of $
Nevertheless, in an effort to resolve Ms***s’ concerns, on June 7, 2017, T-Mobile advised that the $payment that was applied to the account for an early payoff has been credited to the above referenced account in the form of a one-time bill credit leaving a balance of $due on June 27,
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Andrew S*** Executive Response

September 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid NoXXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 21, 2016, regarding the above-referenced prepaid numberPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letterT-Mobile regrets any concerns Mr*** experienced regarding our previous responseAs indicated in our August 19, response, our records confirm that Mr*** activated his prepaid service on November 9, As such, Mr*** was required to refill his account balance prior to each billing cycle to receive his serviceT-Mobile records confirm that on May 2, 2014, Mr*** remitted a refill payment in the amount of $75.00, bringing the prepaid balance on his account to $As Mr*** was subscribed to our Pay As You Go prepaid plan, the balance would only be reduced when the service was utilizedIt is important to note that per the T-Mobile Terms and Conditions, prepaid service must have a refill applied within a day period, or the balance will expireRegrettably, Mr*** did not refill his account, and the balance expired, resulting in the cancellation of the account as of August 1, 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.” As such, the balance of $that expired from Mr***’s account was non-refundableHowever, as indicated in our August 19, response, T-Mobile has agreed to issue a refund to Mr*** in the amount of $Due to an inadvertent error, this refund was not received by Mr***In an effort to amicably resolve Mr***’s concerns, on September 26, 2016, T-Mobile issued a refund to him in the amount of $This refund has been issued to Mr*** in the form of a prepaid card, and has been sent via U.SMail to the address provided in his correspondenceMr*** can expect to receive this refund within seven to ten business daysT-Mobile regrets any inconvenience Mr*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext* ***Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe explanation is not quite accurateI Selected the phone and the plan based on advice from T-MobileI was never notified that the selections do not qualify.
unfortunately this offer came too lateNot sure why the handful of managers I spoke with could not have made this offerA full week of setting up a new phone wastedThanks T-Mobile
Sincerely, *** ***

December 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 December 6, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Mr*** has experienced regarding his accountStarting September 7, 2016, and running through February 28, 2019, customers on select grandfathered plans will receive a data bump for a limited time to show our appreciation for their businessRegretfully, due to an inadvertent error, Mr***’s rate plan changed back to its original plan, disqualifying him for the promotionNevertheless, as we want to ensure that our customers are provided with the best experience possible, on December 10, 2016, T-Mobile contacted Mr*** who agreed to allow T-Mobile time to work on getting him this promotion and accepted a follow up call for December 13, On December 13, 2016, T-Mobile contacted Mr*** as promised and advised him that T-Mobile is currently working with our Business Support DepartmentHe agreed to allow T-Mobile to continue to work on this matter until resolvedBased 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, INCChris L*** Executive Response

February 13, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 31, 2018, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Ms*** ***, an authorized user on the above-referenced account, she confirmed that her concern has been resolved to her satisfaction.T-Mobile regrets any billing concerns Ms*** has regarding the above-referenced account and we appreciate the opportunity to address her concerns. T-Mobile records indicate that on December 20, 2017, Mr*** activated the account with four voice lines of service with mobile numbers ending in ***, ***, ***, and ***. At the time of activation Mr*** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) program. Mr*** purchased two Apple iPhone 64GB handsets and one Apple iPhone Plus 64GB handset for the total purchase price of $2,plus applicable taxes and fees. At the time of purchase, Mr*** was required to remit a down payment in the amount of $1,119.97; and, he agreed to a series of 24-monthly installments in the amount $45.01. Please be advised that the down payment Mr*** was required to remit was in the amount of $1,which included applicable taxes and fees; however, the payment was returned as not paid, at which time the down payment was billed to the T-Mobile account. T-Mobile records confirm that Mr***’ billing statement dated January 22, 2018, reflected a total balance due in the amount of $1,581.98. The charges totaling $1,consisted of monthly access charges, EIP charges, the aforementioned equipment down payment, added feature charges, as well as applicable taxes and fees for services from January 22, 2018, through February 21, 2018, which is due in full by February 13, 2018. T-Mobile considers the balance to be valid and owed. It is important to note that upon speaking with Ms*** she confirmed that her financial institution did not pay the aforementioned down payment charge. Therefore, as a courtesy to Ms***, T-Mobile placed a hold on the account until February 14, 2018, and offered to set up a payment arrangement with Ms*** to pay the balance in installments. Ms*** agreed to remit a payment in the amount of $by February 13, 2018, at which time Ms*** will contact T-Mobile to set up her next payment which is due no later than February 27, 2018, in the amount of $300.00. Ms*** stated that she will then review her finances on February 27, 2018, and either pay the balance in full at that time or set up an additional payment arrangement.Should Ms*** have any questions regarding the account or the information provided above, she may contact our office directly at the number listed below. T-Mobile regrets any inconvenience this may have caused Ms***. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should 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

November 1, 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 27, 2016, regarding the above-referenced accountOn October 29, 2016, T-Mobile spoke with *** ***, an authorized user on the accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfactionT-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 Ms***’s recent contact with our Customer CareT-Mobile confirms from September 15, 2016, through September 25, 2016, new and existing postpaid customers who traded in an Apple iPhone 5S would be eligible for a $58.00, estimated market traaccount creditIn addition, customers purchasing an Apple iPhone 32GB handset, on a month Equipment Installment Plan (“EIP”) would be eligible for a manufacturer credit of $341.99, to be distributed in monthly bill creditsT-Mobile records indicate that on September 23, 2016, Ms*** qualified for and took advantage of our EIP offering with the purchase of a an Apple iPhone 32GB 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 monthly installmentsBased on the promotion Ms*** was not required to make a down paymentT-Mobile records did not indicate that Ms***’s EIP was scheduled for the promotional monthly creditsMs*** agreed to accept a one-time payment of $341.99, toward her EIP balancePlease note that the payment reduces the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP paymentsMs*** had ten remaining installments of $and a final installment of $In a further effort to resolve this matter amicably, T-Mobile applied an account credit of $115.00, for the disputed difference between the Apple iPhone 5S travalue and the Apple iPhone travalueThe account balance of $includes partial monthly recurring charges and applicable taxes from the October 10, 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

March 29,
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 March 17, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Ms***, T-Mobile confirmed that *** *** and *** *** are one and the same
T-Mobile regrets any concerns Ms*** may have in regards to her final balance on the above referenced accountT-Mobile records reflect that Ms*** activated one line of service on November 11, and subscribed to the Simple Choice Value Unlimited Talk, Text, and 1GB of high speed dataAdditionally, T-Mobile records reflect that Mr*** elected to have a $5GB data feature and a $JUMP! featurePlease note that all pricing is before any applicable taxes and fees
On November 15, 2014, Ms*** qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 128GB 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 installmentsBased on Ms***’s personal credit history at the time of her purchase, she was not required to make a down payment and agreed to a series of monthly installments in the amount of $
Please be advised that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase
T-Mobile records reflect that Ms*** canceled her account on December 26, 2014, when she performed a Change Of Responsibility (“COR”)A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number
The billing statement dated January 14, 2015, reflects a total balance owed in the amount of $This balance consists of a past due balance of $110.71, a final balance for the above mentioned handset in the amount of $594.92, and credits totaling $for charges for unused services from December 26, 2014, through January 13,
It is important to note that T-Mobile has been sending notices to the billing address on fileRegretfully, T-Mobile records reflect that Ms*** did not update her billing address and, as such, has not received notices
Upon speaking with Ms*** on March 29, 2017, in an effort to amicably resolve her concerns, T-Mobile offered to take a payment in the amount of $and update third party collections agency to remove any negative reportingPlease note that Ms*** accepted our offer and requested to make the payment at a later dateT-Mobile has extended our offer until April 5,
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
Juan B*** Executive Response

June 30,
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 a letter dated June 19, 2016, from *** *** regarding the above-referenced account. Please 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 records reflect that Mr*** purchased an LG Ghandset on July 29, 2015. 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 ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account.
With regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage to the camera glass, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. Based on the above information it is T-Mobile’s position that the out-of-warranty fee of $was validly assessed
Nevertheless, in an effort to amicably resolve the matter, and as a courtesy to Mr***, T-Mobile applied a courtesy credit of $to Mr***’s account. At the time the credit was applied Mr***’s account had a balance of $741.61, which included the above mentioned out-of-warranty fee as well as the monthly recurring charges from May 14, through June 13, 2016. The application of the credit to Mr***’s account reduced the balance owed to $317.61. Mr*** has accepted this as a resolution to his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should 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

September 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 August 27, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter We regret any issues Mr*** experienced while upgrading his device with the JUMP! feature. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per month period beginning six months after enrollment T-Mobile records indicate that on April 18, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG GhandsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments. The Equipment Installment Plan (“EIP”) with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balance. It is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determination. Once the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the store. However, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicated. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cycles T-Mobile records confirm that Mr***’ trahandset was received on August 27, As such Mr*** EIP for IMEI *** has been closed and a credit has been applied in the amount of $leaving a revised account balance of $Mr***’ account remains active and in good standingT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC James H*** Executive Response

Complaint: ***I am rejecting this response because:
On account number ***:I am still being charged for two free lines *** and ***I am being charged for these two lines from Nov-DecDec- Jan and Dec-FebI have not received the credit for those yetAlso, I am being charged Monthly Installment for Tablet and Phone which is already returnedSo request you to reverse those charges as well
On account number ***: I see charges being generated this month too for the two lines which were added as free lines
For these free lines, I had asked multiple times with the associate and they've confirmed multiple times that there will not be no change in my billingHowever, I am struggling with support since addition of these linesI hope these promotions go smoother
Also, regarding free phone and tablet, when I contacted support they knew, I am not on T-Mobile One program, they also told me I need not to be on T-Mobile One program to receive the promotionMy friend with T-Mobile got these tables in promotion while he was not on T-Mobile One so I am unable to understand why am I being targeted not to get the deal
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
I want to Thank Tmobile for the immediate responce to my complaintI appreciate their attentiveness and am satisfied with their corrections
Sincerely,
*** ***

September 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 5, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr*** has in regards to his account our most recent promotions. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care Please note that T-Mobile records indicate that Mr***’s rate plan was changed once on September 4, pursuant to his request when he contacted our Customer Care. The rate plan was changed effective on August 19, to the T-Mobile ONE with taxes included rate planMr***’s rate plan was changed in order to qualify him for the below promotionsIn reviewing Mr***’s account T-Mobile records confirm that his rate plan was not changed more than once. T-Mobile regrets any misunderstanding to Mr*** Please be advised that starting September 1, 2017, and for a limited time T-Mobile is running a super amazing promotion for eligible postpaid customers who purchase on an Equipment Installment Plan ("EIP") a qualifying Samsung Galaxy Note 8, Galaxy Sor Galaxy SPlus handset and activate at least one new voice line on T-Mobile ONE or select Simple Choice Unlimited rate plan with unlimited high speed data can get their choice of a Galaxy Note 8, Galaxy Sor Galaxy SPlus handset when purchased on EIP for free after rebateIt is important to note that customers will receive a rebate for the full retail price of the second deviceThe max value of the rebate is the full retail price ($930.00) of the Samsung Galaxy Note handset. To redeem this offer, customers must submit for the rebate on http://www.T-Mobile.com/promotions using the code 17SAMN8BOGO within days of second device purchase. The rebate can take up to six to eight weeks to arrive after approval Furthermore, Samsung is currently running a promotion wherein customers who purchase a qualifying Samsung Galaxy Note handset between the periods of August 23, through September 24, 2017, can qualify to get a free Samsung Gear camera or a 128GB MicroSD EVO plus memory card while supplies last through Samsung. Customers must redeem with Samsung no later than October 14, and can be done through the Shop Samsung app available in the Google Play store with a five or less device purchase or http://Samsung.com/us/promotions with a six or more device purchase. It is important to note that customer will receive their products within six to eight weeks after validationIt is also important to note that this promotion is a manufacture promotion and not a T-Mobile promotion T-Mobile records show that on September 4, 2017, Mr*** purchased using our EIP offering, two Samsung Note handsets. Based on T-Mobile’s review of Mr***’s account, he does qualify for the above-mentioned promotions as long as he maintains the T-Mobile ONE rate plan that he was set up on as well as his account remains current and active while his rebates are in submission In effort to amicably resolve this matter, T-Mobile contacted Mr*** on September 6, 2017, and provided him with a courtesy credit of $leaving a revised balance of $67.17. In addition T-Mobile set a follow up for Mr***’s September 19, billing statement to adjust any first month service charges related to the mobile number ending in that was added on September 5, 2017, and also will adjust any prorated charges that may occur due to the rate plan being changed mid-bill cycle. Please note Mr*** still has to submit for his rebate on the website listed above. T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Nicole C*** Executive Response

August 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 July 26, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets Mr***’s final billing statement was not what he had expected and any coverage concerns she may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms***’s T-Mobile account and based on the coverage map, confirms that address is in a good coverage area, with no known issues T-Mobile records confirm that Ms*** canceled her account on May 12, 2017, when she ported her mobile number to another service provider. Ms***’s billing cycle ran from the 19th of one month to the 18th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms*** was billed through May 18, 2017. As a courtesy to Ms***, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from May 12, through May 18, and provided the estimated amount of $that would need to be paid once the equipment was returned It is important to note that if a customer has an open Equipment Installment Plan (‘EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. The account was canceled on May 12, when Ms*** ported her number to another carrier the remaining EIP balance of $for an LG Aristo device was accelerated and posted to the final billing statement dated May 18, 2017. It is T-Mobile's position that Mr*** was billed in accordance to selected rate plan and EIP T-Mobile reviewed the final billing statement dated May 18, 2017, which reflects a balance of $This balance consists of monthly recurring charges of the billing cycle of April 19, through May 18, 2017, the monthly EIP charge of $for the LG Aristo device, the final EIP balance of $for the LG Aristo device and applicable taxes After T-Mobile’s attempts to collect the past due amount of $were unsuccessful, on June 21, 2017, Ms***’s account was transferred to Receivables Performance Management, a third-party collection agency. On July 8, 2017, T-Mobile reviewed the account and applied a credit of $for the final EIP balance of the LG Aristo device bringing the balance to $66.92. On July 9, 2017, as the account remained on paid the balance was transferred to Enhanced Resource Centers, a third-party collection agency As a courtesy, and in an effort to amicably resolve this matter, T-Mobile has applied credit of $to Ms***’s account, which remains canceled and reflects zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to days for the credit report to reflect on Ms*** credit reportT-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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Amor M*** Executive Response