T-Mobile USA

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I consent for the closure of this complaintagainst T-Mobile. I am hereby accepting the onetime credit of $100.00 proposed by T-Mobile. I wish the onetime credit of $100.00 to be set now on my account, since I had called the T-Mobile representative (at [redacted] ) and left a voice message mentioning my agreement with the credit of $100.00.I appreciate very much the professionalism of the RevDex.com. Thanks for your assistance handling this case.Sincerely, [redacted]

RevDex.com:The reason we are accepting this response is because something is better than nothing. We do not take this response lightly, nor do we feel it is a fair response. T-Mobile gave use a credit of $135.00 for my phone, which I owned, not for the phone in question that was leased by [redacted] Further***, T-Mobile prides themselves on customer service which has been nothing but horrible since we joined and that is very disappointing. My husband spoke to three different T-Mobile customer service representatives until he got to one that apologized for the "inconvenience" and that "someone will be calling him back due to the fact that not many employees are familiar with how this program works because it is so new." No one called him back. The only reason we got a call back is because we made this complaint with the BBB.The employee at T-Mobile that we signed up with ensured us that the "jump" program was eligible and they would pay his final bill from our previous provider. As far as I know, when I go somewhere I trust the employee to have the knowledge of their services provided. Everything we have heard from a T-Mobile employee has been a lie. T-Mobile employees have also told us that the "jump" program at one time was eligible until corporate told them that it was no longer eligible. Last, but not least, I asked several times for Ruben at the office of the CEO to send me our signed contracts showing that we accepted the terms and conditions and he "beat around the bush" sending me a website showing the terms, which is not a legal or binding document. Thanks.Disappointed and lied to, [redacted] ***

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 5, 2017, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Mr***, which have regrettably proven unsuccessful Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he providedAs such, T-Mobile is unable to provide any details regarding the account in question However, T-Mobile would like the opportunity to speak with Mr [redacted] and work toward an amicable resolutionThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, the account holder or Mr [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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 [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

November 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 25, 2016, regarding the above-referenced account Please be advised that T-Mobile was able to reach Mr [redacted] on November 2, although he informed us that he was unable to speak with usAt this time, we respond to both your and Mr [redacted] with this letter T-Mobile regrets that Mr [redacted] has been unable to reach our office; please note that we have not received a voice message from him If Mr [redacted] calls the number below and we are not available, we request that he leave a voice message with his T-Mobile mobile number and a number where he can be reached so that we can ensure that his call is returned promptly We also regret that his handset concerns have not been resolved to his satisfaction at this time T-Mobile records confirm that we last placed a handset exchange order for Mr***’s non-working Samsung Galaxy SEDGE handset on September 30, and the replacement handset was delivered to a retail location on October 20, 2016; due to an equipment backorder Our records from October 22, show that the handset exchange order was cancelled because Mr***’s handset had physical damage, which voids the limited warranty Mr [redacted] was advised to contact Assurant to file a claim although the claim with them although the claim was denied by them Mr***’s mobile number ending in subscribes to the optional Premium Handset Protection (“PHP”) for $per month If Assurant would have approved a claim for the Samsung Galaxy SEDGE handset, the cost of the deductible is $ In an effort to assist Mr [redacted] with replacing his handset, we can offer to send a replacement Samsung Galaxy SEDGE handset to Mr [redacted] for $175.00, which is the same cost he would pay to file a claim with Assurant Mr [redacted] may then return his non-working handset to my attention In the alternative, if Mr [redacted] believes that the damage to his handset was caused as a result of a manufacturing flaw, he may contact Samsung directly at (888) 987- Samsung should be able to take the phone in for inspection to validate if the damage to the handset was a result of a manufacturing flaw or a result of physical damage caused by the user of the handset T-Mobile regrets any inconvenience that Mr [redacted] may have experienced 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

January 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 26, 2017, regarding the above-referenced accountAs you are aware, [redacted] have designated Mr [redacted] as an authorized user of the account T-Mobile regrets that Mr [redacted] has not found our previous responses to be sufficient to address his account concernsAs previously advised, as the number ending in [redacted] does not belong to T-Mobile, we cannot retrieve it on Mr***’s behalfHowever, upon speaking with Mr [redacted] on January 11, 2018, T-Mobile recommended he contact [redacted] with regard to reactivating his mobile number ending in ***; and, should Mr [redacted] be successful in doing so, he may port his mobile number to T-Mobile and submit his mobile number ending in [redacted] for the Carrier Freedom programIn 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 successfulOur records indicate that Mr***’s mobile number ending in [redacted] is eligible for the Carrier Freedom Program Please be advised that this program is a reimbursement program, meaning that the customer will need to pay their balance with the other carrier and T-Mobile will reimburse the customer via a prepaid rebate card for the value of their service contracts and device payments up to $per line when they sign up for qualifying service and finance a new deviceIt is important to note that as of May 31, 2017, for a limited time only, a device trais not requiredFor customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank cardPayout of up to $per line via digital prepaid reimbursement card happens typically within days after activation and submission for [redacted] customersPlease be advised the mobile number ending in [redacted] is eligible for the Carrier Freedom reimbursement program Regarding the $balance that remained on the account; regrettably, after a credit was applied to the account, there was a past due balance of $that remained unpaidT-Mobile records confirm that Mr [redacted] was aware of the past due balance on the account as of July 6, 2017, and did not remit a payment to bring the account currentT-Mobile considered the balance valid and owed Mr***’s billing statement dated July 9, 2017, reflected a balance due in the amount of $Mr [redacted] remitted a payment in the amount of $on October 13, 2017, which resulted in a zero balance Should Mr [redacted] have any questions regarding the account or the information provided, he may contact our office at the number listed below, or our Customer Care at [redacted] 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 [redacted]

Tell us why here June 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 9, 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 Ms**’s concerns within this letter T-Mobile records confirm Ms** completed a Change of Responsibility (“COR”) on January 25, 2016, for four of her five mobile numbers on her T-Mobile accountA 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 numbersHowever, T-Mobile has no record of a cancellation being requested for the final mobile numberTherefore, Ms**’s account remained active with one line of service As the line of service remained active and Ms** was subscribed to our AutoPay service, T-Mobile drafted the monthly charges assessed through the date of cancellationAutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment supplied by the customer Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)The first notice that T-Mobile received regarding a dispute of this service and associated charges for equipment was on July 7, As this was beyond the dispute period, it is T-Mobile’s position Ms** remains responsible for all charges billed to the account Upon review, our records reflect that on August 22, 2016, Ms** contacted Customer Care at which time her account was cancelled pursuant to her requestAdditionally, it is important to note that T-Mobile provided credits totaling $resulting in Ms**’s account to reflect closed with a zero balance However, in an effort to amicably resolve this matter, T-Mobile has offered to issue a $refund to Ms**Ms** may accept this offer by contacting me directly at the number below within days of the date of this letter Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms**’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Chris L [redacted] sent me an email on may 5th and offered to exchange the cellphone at no costI replied to his email the same day and called him everyday after that and could not talk to himI left him voice mailsI have not heard back from him ever since I do not consider this complaint as resolved Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My request was to unlock the iphone plus NOT an iphone X Where and why Tmobile unlocked an iphone X is unknkwn to me Even with that being said they still have not unlocked or tried to correct their error On two separate occasions they said was sent to The wrong emailInstead of aol the representative sent it to “ [redacted] @eol.com” Each time making me wait hoursNot extending any courtesy to the fact that it was an internal error on their partStill today the phone isn’t unlockedI have spent over hours phone time with T Mobile trying to solve this matter to no avail.I Would like to drop off the phone at an Apple store location and exchange for an unlocked iPhone plus like I paid for I no longer wish to deal with T Mobile Sincerely, [redacted] ***

August 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] 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 that Ms [redacted] has experienced with her account with regards to the Mobile Device Unlock request for her handset Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements A review of Ms [redacted] ’s account confirms that on July 13, 2017, we received a request for a Mobile Device Unlock for the device used on the mobile number ending in *** Please note that Ms [redacted] ’s account is eligible to receive a Mobile Device Unlock for her device As such, on July 16, 2017, T-Mobile emailed Ms [redacted] with the Mobile Device Unlock instructions needed to unlock her device On July 28, 2017, we spoke to Ms [redacted] and advised we could assist her further with completing the Mobile Device Unlock instructions at the retail storeMs [redacted] may visit the retail store should she need more assistance T-Mobile regrets any inconvenience to Ms [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile is sorry to hear of Mr***’s concerns with his No-Credit Check account and his eligibility for our Smartphone Equality programAs the Un-Carrier, we believe everyone deserves a great smartphone which is why we offer our Smartphone Equality programThis program helps customers get the best pricing on our equipment, regardless of personal credit informationTo take advantage of this program, all Mr [redacted] would need to do is pay his T-Mobile bill on time for consecutive months, giving him access to the best pricing for our equipment, which in most cases is $downPlease note that there will be instances where certain devices are not offered as $downHowever, as part of this program, Mr [redacted] will still receive best pricing when upgrading Upon review of Mr***’s account, our records confirm that he activated his T-Mobile account on January 31, 2016, and currently has one active mobile number ending in Mr***’s billing cycle runs from the 25th of one month to the 24th of the following month with payment due by the 4th It is important to note that the transition to well-qualify will not take place automatically and customers are required to contact T-Mobile to initiate the conversionIn reviewing Mr***’s account, our records confirm that he first inquired about our Smartphone Equality on March 30, At that time, unfortunately he had a late payment that was not remitted on time for his bill due on March 4, As such, Mr***’s account is no longer eligible for the Smartphone Equality as he will need to remit consecutive on time payments to qualifyT-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience he may have experienced 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 [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 12, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] may have experienced with his billing concerns T-Mobile records indicate that on June 20, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Pad F tablet during our Father’s Day Tablet On Us OfferMr [redacted] agreed to a total price of $plus taxMr [redacted] was not required to remit a down payment; however, he agreed to a series of monthly installments of $per month Additionally, from June 17, 2015, to June 22, 2015, qualifying new and existing postpaid customers were able to purchase the LG G Pad, for free after monthly bill credits when they activate or upgrade on a Simple Choice Mobile Internet plan of 1GB or higher, including Match Your Phone Data MI plansBased on this promotion, customers will see a $EIP charge on their bill and a corresponding credit every month, resulting in a $net cost each monthT-Mobile records confirm that Mr [redacted] received the appropriate bill credits in the amount of $while meeting the eligibility requirement of having an active Mobile Internet (“MI”) line with an eligible rate plan of one gigabyte or higher T-Mobile records indicate that Mr [redacted] was on a Simple Choice Plan which includes Unlimited Talk, Text, and Data with 4G speeds up to 2GB and Simple Global, Stateside International and Unlimited Texting for a total of $per month plus applicable taxes and feesOur records further indicate Mr [redacted] added unlimited data plus five GB’s of SmartPhone Mobile Hotspot (“SMHS”) to his voice line ending in [redacted] a cost of $per month plus applicable taxesThis plan when combined with a MI line provides a $per month discount for his MI lineOn June 20, 2015, Mr [redacted] activated a MI line on a Simple Choice North America MI plan which included five GB’s of data for $per monthMr [redacted] was receiving the $per month discount up until he elected to change his rate plan to the T-Mobile One plan which went into effect on January 23, T-Mobile records indicate Mr [redacted] new T-Mobile One rate plan includes unlimited talk, text, and data for $per month and could receive a $discount per month if enrolled in AutoPayOur records further indicate Mr [redacted] changed his MI line to T-Mobile One MI plan for $per month and would receive a $hybrid discount when combined with a T-Mobile One voice lineOn March 22, 2017, Mr [redacted] elected to cancel his MI line and he now has one voice line ending in active with the monthly recurring charges are $ In an effort to amicably resolve Mr [redacted] concerns, T-Mobile applied an account credit in the amount of $which brought Mr [redacted] account to a credit balance of $ 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 Mr [redacted] recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused Mr [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

March 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Ms [redacted] with regards to a handset Equipment Installment Plan (“EIP”) not being transferred during a Change of Responsibility (“COR”)T-Mobile records indicate that on January 11, 2017, a COR was initiated on the above account and mobile number ending in was transferred to a new T-Mobile accountOur records show that on January 11, 2017, an EIP for a Samsung Galaxy Shandset was transferred the new T-Mobile account and on January 17, 2017, an EIP for an iPhone tempered glass screen protector was transferred to the new account Please note that T-Mobile has attempted to transfer the iPhone EIP to the new account by sending an E-Signature agreement to the account holder of the account but we have not received an agreement signature back and as a result, Ms [redacted] ’s account currently has a remaining EIP balance for the above handset in the amount of $ On March 21, 2017, in an effort to amicably resolve this matter, T-Mobile has closed out the remaining balance of the iPhone in the amount of $ 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 [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

January 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 24, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced in regards to his refundT-Mobile records indicate that on August 22, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 64GB handset in blackEIP 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 installmentsAccordingly, Mr [redacted] was asked to make a down payment in the amount of $plus applicable taxes and agree to a series of monthly installments in the amount of $Regrettably, which has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyWe certainly apologize if one of our employees failed to follow that process for Mr***Please note that customers are not required to return the device to T-Mobile; waiting for the announcement from Samsung about their plan for collecting the recalled handsets is an optionFor those customers that did not want to wait any longer, those who already have their Note 7, regardless of where it was purchased, were able to take that handset back to the retail store for a full refundFor those customers that had their new handset shipped to them, they can also return to their local retail store where a return will be completedT-Mobile records reflect that Mr***’s aforementioned EIP was closed on October 28, 2016, and a corporate refund check was issued in the amount of $Please note that a corporate refund check is issued when the original payment method was cash for the amount of $or above, which can take up to nine to twelve business days to be receivedAfter further review, due to an inadvertent error the aforementioned refund was not issued via pre-paid debit cardIn an effort to amicably resolve Mr***’s concerns on December 30, 2016, T-Mobile refunded the amount of $directly to his bank account ending in which he provided to our Customer Care teamPlease allow 1-business days in order for this to reflect in Mr***’s bank accountAs an additional courtesy to Mr [redacted] on January 2, 2017, T-Mobile issued a one-time credit in the amount of $to his account resulting in an updated balance in the amount of $which is due on or before January 7, 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 Mr***’s contact with our retail locationT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, their claim that I agreed to an EIP for the tablet is inaccurate, and this was confirmed by a call I received from their customer service when resolving this complaint To be the tablet was supposed to be free and clear of any charges, there was to be NO type of EIP, and apparently many others have had this same issue This nonsensical "well, we're right but we're giving it to him because we're so nice" is not a suitable response.Having said that, I accept the resolution and consider the complaint closed Sincerely, [redacted]

December 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 8, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] surrounding the unauthorized purchase of a handsetPlease be advised that T-Mobile takes account security very seriously and would like to address Mr [redacted] concernsT-Mobile records indicate that on November 24, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note and accessories for the line ending in ***EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on Mr [redacted] personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay $80.99, which is for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $ T-Mobile records indicate on December 6, 2015, Mr [redacted] called in to dispute the purchase of the deviceAfter research, T-Mobile records confirm the purchase of the new equipment was made by an authorized user on Mr [redacted] accountIt is T-Mobile’s stance that authorized users may upgrades lines of service and perform handset exchangesAccordingly it is T-Mobile’s position that all EIP charges are valid and owed for the line ending in ***On December 7, 2015, Mr [redacted] cancelled service on the line ending in ***In an effort to amicably resolve Mr [redacted] concerns, T-Mobile has absolved Mr [redacted] of all EIP charges related to the Samsung Galaxy Note and accessories in the amount of $Additionally, T-Mobile has applied a credit for $for payments made toward the equipmentPlease be advised that T-Mobile has blocked the use of the Samsung Galaxy Note Mr [redacted] account remains active with a balance of $which is due by December 27, for service for the billing period from November 7, to December 6, T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTy Rollins Executive Response

August 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2016, regarding the above-referenced prepaid numberWe regret any concerns Ms [redacted] may have experienced regarding her T-Mobile prepaid account and we appreciate the opportunity to review and address her concernsT-Mobile records indicate that on June 14, 2016, Ms [redacted] purchased a 4G Hotspot Zfor $Please note that Auto Renew data passes are service options that provide Pay in Advance Mobile Internet customers with monthly Mobile Internet data passesT-Mobile records indicate that on June 22, 2016, Ms [redacted] elected our North America Day Auto Renew Pass 2GB for $per day calendar periodA payment in the amount of $was remitted to Ms***’s prepaid account to activate service and thereafter Ms [redacted] requested to enable our auto pay feature to automatically withdraw funds for her rate planPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Prepaid 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.” On July 12, 2016, the 4G Hotspot Zwas received and a refund in the amount of $was issued to Ms***Please note that due to an inadvertent error, Ms***’s account was not canceledAs such, on July 23, 2016, the auto pay feature withdrew the amount of $and it posted to Ms***’s prepaid accountOn August 3, 2016, upon speaking to Ms***, T-Mobile canceled her prepaid account and as such, the account remains closed with a zero balanceIn an effort to resolve the matter and as a gesture of goodwill, T-Mobile issued a refund via direct deposit in the amount of $Ms [redacted] was advised that the funds may take from one to three business days to post to her checking accountMs [redacted] was satisfied with the resolution and had no additional concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

Revdex.com: Thank you for helping me in this matter T-mobile has contacted me and the matter has been resolved Again, thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

May 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 30, 2017, regarding the above-referenced file number T-Mobile regrets any ongoing concerns Mr [redacted] experienced in regards to T-Mobile’s Apple iPhone Trade up offerPlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsPlease note that T-Mobile has made several attempts to reach the account holder of the account Mr [redacted] references in his letter to your officeUnfortunately, our attempts were unsuccessful T-Mobile has confirmed that neither [redacted] nor [redacted] is listed as an authorized user on the account which is associated with the mobile number he providedTherefore, T-Mobile is unable to release any information regarding the accountThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, Mr [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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 [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

Revdex.com: Would like to drop the complaint, went back to store to try again and manager resolved the issue thanks [redacted]