T-Mobile USA

Revdex.com: Re: ID# [redacted] I have received the refund due me from T-Mobile Thank you for your assistance in resolving this matter [redacted]

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]

January 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 January 2, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountT-Mobile regrets any inconvenience that Ms [redacted] may have experienced in regards to her T-Mobile billing and appreciates the opportunity to respond to her concernsPlease be advised that on June 21, 2015, T-Mobile records confirm that Ms [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 16GB handset in Silver on her mobile number ending in ***Additionally, on October 15, Ms [redacted] initiated a JUMP! On Demand (“JoD”) lease for an Apple iPhone 6s 16GB handset in Space Gray on her mobile number ending in ***It is important to note that for each of these offerings, payments for equipment are made in a predetermined number of monthly installments (depending on the program)However for both offerings; should a customer choose to cancel their service prior to fulfilling the monthly payment terms, the remaining balance of the financed devices will become due in full on the final billing statementPlease note that as of February 9, 2014, Ms [redacted] ’s mobile number ending in [redacted] was subscribed to the JUMP! featureThe 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 balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentT-Mobile record confirm that on September 17, 2016, Ms [redacted] JUMP!ed the Apple iPhone 16GB handset in Silver to a new Apple iPhone 6s 16GB in Space Gray handset utilizing our EIP program on her mobile number ending in ***Please note that Ms [redacted] was not required to place a down payment but agreed to monthly installments in the amount of $Additionally, the remaining balance of $for the Apple iPhone 16GB handset in SilverPlease note that a Change of Responsibility (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(s) and, if applicable, the equipment moved to the new accountUpon requesting a COR, Mr [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedPlease note that T-Mobile investigated this matter and found that the COR for Ms [redacted] ’s mobile number ending in [redacted] was processed on September 17, As of that date, Mr [redacted] was no longer financially responsible for the mobile number ending in ***; however, he did remain responsible for the remaining balances of the aforementioned EIP and JODRegrettably, after further review T-Mobile found that Ms [redacted] did not request that the new EIP for the Apple iPhone 6s 16GB handset in Space Grey purchased on September17, 2016, be transferred along with the mobile number ending in [redacted] to the new accountAdditionally, pursuant to Mr [redacted] ’s request on September 18, 2016, T-Mobile cancelled his mobile numbers ending in [redacted] and ***, causing the remaining balances of the aforementioned EIP and JOD to bill out to the final billing statement dated October 19, T-Mobile records confirm that Ms [redacted] ’s final billing statement dated October 19, 2016, reflected a total balance in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in current charges, for the remaining balances of her previously agreed upon EIP in the amount of $and JOD in the amount of $345.39, which was due in full on November 11, Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingAs T-Mobile’s internal collection efforts were unsuccessful, on December 17, 2016, Ms [redacted] ’s account was referred to a third party collection agency, Convergent Outsourcing Inc., for further collection effortsOn December 16, 2016, T-Mobile records confirm that Ms [redacted] contacted T-Mobile Customer Care and was correctly advised of what charges comprised her final billing statementAt that time she declined providing any form of paymentAs Ms [redacted] retains possession of both of the handsets it is T-Mobile’s position that the charges are valid and owedNevertheless, as a courtesy to Ms [redacted] on December 29, 2016, a one-time credit in the amount of $for the remaining balance of the Apple iPhone 6s 16GB handset in Space Grey, has issued to her above referenced account resulting in an updated balance in the amount of $It is T-Mobile’s position that these charges are valid and owedUpon speaking with Ms [redacted] on January 3, 2017, she remitted a payment in the amount of $resulting in an updated balance of zeroIn addition on January 3, 2017, T-Mobile instructed the third party collection agency to remove any negative reportingPlease 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 [redacted] ’s contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] 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

October 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 October 8, 2017, regarding the above-referenced account T-Mobile is happy to report we have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile sincerely regrets any inconvenience Mr [redacted] has experienced during his tenure with T-Mobile T-Mobile records confirm that on September 3, 2017, Mr [redacted] activated his T-Mobile account with the $T-Mobile ONE rate plan As Mr [redacted] had Autopay enabled he received a $discount on his rate planPlease note that the account was later cancelled at Mr [redacted] ’s request on September 15, On September 23, 2017, a payment was collected in the amount of $for the first month of service Furthermore, on October 6, 2017, $was refunded to Mr [redacted] ’s financial institution as a result of a payment back out In an effort to amicably resolve this matter, upon speaking with Mr [redacted] T-Mobile agreed to refund the account $52.51, which is the remaining amount not refunded for his payment of $as well as an additional $for his SIM Starter Kit Mr [redacted] should allow one to three business days for the refund to appear on his bank statement Upon speaking with Mr [redacted] , he accepted this as resolution to his concernsThe account remains closed with a zero balance T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank 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, INCZachary S*Executive Response

August 14, 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 August 8, 2017, regarding the above-referenced account T-Mobile is truly sorry to hear that Mr [redacted] had anything but a great Un-Carrier experience while working with our teamWe make every effort to be professional and courteous, while putting our customers firstThat’s part of our core Un-Carrier values that we strive to live by each and every dayWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our team As previously mentioned, our records reflect that on July 14, 2017, T-Mobile received Mr***’s CellSpot RouterHowever, due to an inadvertent system error, the router is still reflecting active on Mr***’s online www.My.T-Mobile.com profileWe regret the inconveniences this has caused Nevertheless, on August 13, 2017, T-Mobile filed an internal ticket to ensure that the device is marked as recovered on his online profile to reflect the returnOn August 14, 2017, Mr [redacted] confirmed that the coverage device was removed from his online account and no longer reflected active Again, we regret the inconveniences this caused Mr [redacted] and appreciate his continued 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 Christina S [redacted] Executive Response

October 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] - [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 a letter dated September 21, from Mr [redacted] - [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that the business has designated [redacted] - [redacted] as an authorized user of the accountT-Mobile is pleased to have resolved this matter to Mr [redacted] - [redacted] satisfaction T-Mobile regrets any inconvenience to Mr [redacted] - [redacted] regarding the accountOur records confirm that Mr [redacted] - [redacted] activated lines ending and The lines were activated on the T-Mobile ONE Unlimited Business rate plan on August 3, and cancelled on August 11, Please note that Mr [redacted] - [redacted] never received the SIM cards at point of sale T-Mobile records confirm the billing statement dated July 20, 2017, through August 19, 2017, had a total balance of $This balance consisted of monthly recurring charges, handset accessory charges, Equipment Installment Plan (“EIP”) charges, deposits and applicable taxes and feesAdditionally, there were credits and adjustment applied totaling $for various credits, Mobile Internet credits, and deposit returns updating the balance to With regards to Mr [redacted] - [redacted] ’ concerns regarding a line that was not suspended, T-Mobile records show that the lines ending in was activated on September 15, and line ending was activated on April 28, by authorized user John Paul [redacted] JrFurthermore the line ending in was suspended on May 13, per Mr [redacted] - [redacted] ’ requestOn May 13, 2017, Mr [redacted] - [redacted] requested the line ending be restored; however, he states that he had requested the line ending in be disconnected in May Regretfully, T-Mobile has no record to support this claim In effort to amicably resolve this matter, T-Mobile provided Mr [redacted] - [redacted] a one-time courtesy credit in the amount of $Mr [redacted] - [redacted] was provided with a bill explanation of the charges and creditsAs of the date of this correspondence Mr [redacted] - [redacted] ’ account reflects a balance of $ T-Mobile regrets any inconvenience to Mr [redacted] - [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 Rochelle M [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 9, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr [redacted] associated to the Friends and Family Two Lines On Us promotion According to our records on November 19, 2016, Mr [redacted] placed an order for two iPhone SE devices and four SIM Starter kits during our Friends and Family Two Lines On Us promotional periodMr [redacted] activated a total of four new lines of service ending in [redacted] utilizing the aforementioned SIM Starter kits Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr [redacted] To be eligible for up to two free lines of service, which are offered through monthly promotional bill credits, Mr [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planPlease note that the promotional bill credits would be applied within two to three billing cycles of activation In reviewing Mr [redacted] ’s account, we confirmed that the account billing cycle closes on the 1st of each monthAs such, the above promotion should have impacted the account by March 1, Our records indicate that on March 6, 2017, and April 8, 2017, promotional bill credits totaling $were manually posted to the account as part of the Friends and Family Two Lines On Us promotionAs such, these promotional bill credits covered the monthly recurring charges for two lines for the billing period of December 2, 2016, through February 1, In an effort to resolve Mr [redacted] ’s concerns regarding the Friends and Family Two Lines On Us promotion, on April 11, 2017, T-Mobile ensured that the account is properly subscribed to the Friends and Family Two Lines On Us promotion and that going forward he will continue to receive the two promotional bill credits in the amount of $each per lineAdditionally, on April 11, 2017, T-Mobile issued a one-time courtesy credit of $for the Friends and Family Two Lines On Us promotion for the months of February 2017, through April 2017, leaving the account with a remaining balance of $T-Mobile regrets any inconvenience to Mr [redacted] 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:T-Mobile is saying I returned the device on January 31st which is a lie If you check the following tracking number you will see [redacted] Why can't they just accept that I waited months for any sort of resolution? Sincerely, [redacted]

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. I want to make note in reference to their last response where it says whenever a "customer selects" JUMP feature a letter is automatically sent out, I THE CUSTOMER DID NOT select this feature. This feature was selected by a TMOBILE EMPLOYEE WITHOUT MY AUTHORIZATION. Sincerely, [redacted]

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 meJust want to make note that they stated my plan did not qualify for the promotion, but I was notified by the customer service rep selling me the phones that I did qualify so I was at no fault on my part Sincerely, [redacted]

Revdex.com:I do not totally agree with some of the allegations mentioned in the response from T-Mobile but in an effort to bring closure to this ongoing issue, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

I have received the reminder of my refund TThank youRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [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] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr [redacted] activated his service on October 4, 2015, with mobile numbers ending in [redacted] ***Further records confirm that on October 4, 2016, Mr [redacted] activated mobile number ending in ***Lastly, T-Mobile records confirm that on November 19, 2016, Mr [redacted] activated mobile internet line ending in *** T-Mobile records show that Mr [redacted] attempted to take advantage of the following promotions: • T-Mobile ONE lines for $/ 4th line free offer • Friends and Family lines On Us • Sept Tablet On Us offer As can be expected, there are several eligibility requirements for each of the above promotions, some of these requirements were met and some were notPlease be advised for the Friends and Family lines On Us, the free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountSo long as Mr***’s account keeps the voice lines active, his Mobile Internet lines, which he is disputing, are eligible for the free promotionOur records show that Mr [redacted] met all criteria for the T-Mobile ONE lines for $/ 4th line free offer and the Friends and Family lines On Us promotionsRegrettably, due to an inadvertent error, Mr [redacted] did not receive his monthly promotional credits T-Mobile records indicate that on October 6, 2015, Mr [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of an iPhone 6s 16GBOn October 13, 2015, Mr [redacted] leased an iPhone 6s plusOn October 22, 2015, Mr [redacted] leased an iPhone 6s plusCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into T-Mobile records indicate that on October 21, 2016, Mr [redacted] qualified for and took advantage of our JOD offering with the lease of an iPhone Plus 32GB Gold, and two iPhone Plus 32GB black handsetsOn November 28, 2016, Mr [redacted] leased another iPhone Plus 32GB BlackT-Mobile records confirm that all of Mr***’s trade-ins were received by T-Mobile and on March 4, 2017, T-Mobile removed the applicable leasesHowever, one of the iPhone handsets was received at the wrong warehouse resulting in the monthly EIP payments for that phone continuing to bill to the account Further records confirm that on November 29, 2017, Mr [redacted] attempted to take advantage of our Sept Tablet On Us offerOn November 29, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G PadHowever, this promotion requires customers to submit a rebate on www.t-mobile.com/promotions using promo code [redacted] within days of purchaseRegretfully, T-Mobile shows no record of submission therefore Mr [redacted] did not receive his monthly bill credits for the free tablet As T-Mobile wants to ensure that our customers are provided the best experience possible, T-Mobile removed the JOD for Mr***’s iPhone 6s and the LG G PadAdditionally, T-Mobile credited the account $for the last months charges for JOD and two additional lines leaving the account with a credit balance of $Furthermore, T-Mobile will follow up with Mr***, within one week of this letter’s date with confirmation of the two promotions listed above 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 L [redacted] Executive Response

June 20, 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 June 13, 2016, regarding the above-referenced accountT-Mobile regrets any misunderstanding Mr [redacted] experienced when our offices contacted him to address his concernsT-Mobile is always working to improve its coverage, and we are sorry to hear of the issues Mr [redacted] experienced with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that you should expect Satisfactory GLTE coveragePlease be advised that T-Mobile has engaged our engineering team to investigate Mr***’s concerns and no issues were foundHowever; it is important to note that T-Mobile records confirm that Mr***’s mobile numbers ending in [redacted] and [redacted] are using a non-T-Mobile branded LabSD4930UR (Amazon Fire phone) device which is not a T-Mobile branded deviceIt should be noted that while an unlocked LabSD4930UR from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersAs Mr [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayWhile we do regret any issues Mr [redacted] may have experienced, it does appear that he has been able to utilize your serviceMr***’s rate plan and features provide unlimited calling, texting and data access (with the first GB provided at high speeds)In looking at Mr***’s account from May 2, 2016, through June 1, 2016, an average of minutes was used with calls as long as minutesIn addition multiple text messages were sent and received and an average of megabytes of data was consumedGiven this usage, we consider charges for service to be validNonetheless, in an effort to amicably resolve this matter, on June 17, 2016, T-Mobile issued a one-time bill credit to Mr***’s account in the amount of $honoring his request under his correspondence to your office dated June 1, Mr***’s account currently reflects a balance in the amount of $due by June 22, 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, INCMaggie 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 Sincerely, [redacted]

April 7, 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 March 31, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfaction T-Mobile regrets any concerns Ms [redacted] has experienced regarding the buyout price for her JUMP! On Demand (“JOD") leaseT-Mobile records confirm that, on November 19, 2016, Ms [redacted] purchased a Samsung Tab E device through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $and agree to monthly installments in the amount of $ On December 3, 2016, Ms [redacted] purchased two Samsung VR C devices via EIP wherein she was required to remit a down payment in the amount of $and agreed to monthly installments in the amount of $Additionally, at that time, Ms [redacted] entered into a JOD lease for two Samsung Galaxy Shandsets wherein she was required to remit a capital cost reduction in the amount of $and agreed to monthly lease installments in the amount of $plus applicable taxes Please be advised that if the customer does not upgrade, at months they will have the choice to either return the device or own it by paying the purchase option price agreed upon at lease signingIf a customer cancels service prior to the completion of their JOD lease, they can return their device and pay any remaining lease payments in full, or they can pay the remaining lease payments along with the purchase option price in order to own the deviceAs Ms***’s account was cancelled on March 31, the remaining JOD lease payments, the purchase option price, and final EIP balances will be reflected on the final billing statement which will be generated on or around April 19, It is T-Mobile’s position these charges are accurate and no credits or adjustments are due However, in an effort to amicably resolve the matter and upon speaking to Ms***, T-Mobile agreed to allow her to return her two Samsung Galaxy Shandsets to my attention at the following address: T-Mobile USA, Inc Attn: Brandon M [redacted] c/o Executive Response Menaul BlvdNE Albuquerque, NM Upon receipt of the equipment in an acceptable condition, T-Mobile agrees to credit the remaining JOD lease payments and purchase option price for a total credit in the amount of $1,T-Mobile recommends that Ms [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetPlease be advised that if the final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms [redacted] and the balance will then be considered valid and owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offer Additionally, as a courtesy to Ms***, T-Mobile has placed a 30-day hold on Ms***’s account to prevent further collection activityPlease note that this hold will expire, on May 2, 2017, at which time regular collection activity will resume for any remaining outstanding balancePursuant to our conversation, Ms [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Dear Revdex.com, I just wanted to let you know that despite my disagreement about external physical damage of the screen, full refund of $plus tax amount satisfied me and I am planing to re-activate my account in next days I am very sorry for the delay in response and feel that it will be unfair if status of my complain on Revdex.com site will have "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied" status Would you please to change status of my complain to "satisfied" Best regards, [redacted]

April 25, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his Samsung devicesPlease 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] ’s contact with our representatives On May 8, 2016, Mr [redacted] purchased a Samsung Galaxy SEdge device and a Samsung Tab A tablet on our Equipment Installment Plan (“EIP”)T-Mobile offers our Handset Exchange program for customers who have completed all necessary troubleshooting steps and still require a device exchangeWhen a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbishedT-Mobile records indicate that starting on September 8, 2016, three exchanges have been processed for Mr [redacted] ’s Samsung Tab A tabletOn January 12, 2017, a handset exchange was processed for Mr [redacted] ’s Samsung Galaxy SEdge device Upon speaking with Mr [redacted] on April 18, 2017, T-Mobile advised our exchange program will send a refurbished device, and in order for Mr [redacted] to receive a new replacement device, a new device purchase must be completedHowever, in an effort to amicably resolve this matter, T-Mobile ended the remaining balance for the Samsung Galaxy SEdge device and Mr [redacted] will no longer be billed the monthly equipment charges Additionally, T-Mobile sent Mr [redacted] a new Samsung Tab E tablet as the Samsung Tab A tablet is no longer availableMr [redacted] will return the Samsung Tab A device to the address provided to him as agreedFinally, T-Mobile issued an adjustment in the amount of $for the inconvenienceThis credit impacted the account leaving a credit balance in the amount of $which will apply to future billing statementsT-Mobile regrets any inconvenience to 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 Jennifer G [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 meI thank Ms [redacted] and MsA [redacted] for responding my case in timely manner.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The facts remain that (1) Samsung indicated (in June 2016) that there were a few weeks left on the phone's warranty when I called at the time of purchase to register the phone, instead of full year.Secondly, it is absurd that TMobile is in effect accusing me that I changed the TMobile phone recognition on their platform, something that the low-level representative who contacted me also had implied to my great surpriseI find this a bit much frankly, but not unexpected entirelyI did not know that this was possible in the first place; prior to that approach, the representative tried to convince me that their program often gets the phone wrong, meaning does not recognize it properly (in effect, a software glitch)Fact remains (2) that their platform recognized my phone as certified pre-owned, without my interferenceIn anticipation of these tactics they then used, I saved an image when their platform recognized it as a certified pre-owned, which the rep triumphantly announced was now changed, and no longer showed up as suchChanging this does not change the issue or the fact that their own platform identified the phone as certified pre-owned (as it does the one I bought from Samsung directly a few months later)In my experiences with TMobile's platform over the past years that I have been a customer, it always properly recognized phones, particularly when they are TMobile devices (but even if they are not).Right now, TMobile simply states that I am mistaken and describes how well JUMP works in their response, which is not the issueThis does not seem like a satisfactory response or one that includes any measure of goodwill on their partI wished I was mistaken, but I simply have the facts stated above to back up my claim and concerns about thisSo, SAMSUNG lied to me as well? What reason would they have? Of course in the course of the conversation, the rep also implied that the issue was with SAMSUNG perhaps, to which I responded that this was not my concern, as they are the customer of SAMSUNG, buying phones, and I was the TMobile customer buying equipment in good faith.Sincerely, [redacted]