T-Mobile USA

Complaint: [redacted] I am rejecting this response because: the Rep failed to inform me of the rate change If I had been informed I could have made the decision to add the line or look for cheaper service with another provider Due to the error from your company I am requesting as a good faith to for go the additional chargeSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: These said charges that were made onto the bank account was never authorized, by myself or the card holderI had said up late payment plan, which was set to go for a setup of a new cardOnce the date has came, the card that was charged several times and not authorized was chargedI don't believe the information giving in this case from T-mobile prove the validness of these unauthorized charges to the bank accountI also have sent in the other device that was still being charged for it, but then was stated that it was never received and was still getting charged for itI was then told when I had an issue with spam calls, that I was being charged for a family allowance that wasn't even needed to fix this issueI'm pretty much being scammed for services I don't need, and charged that I and the card holder never authorized in the first place Sincerely, [redacted]

Revdex.com: Good Afternoon, I opened a case after contacting T-Mobile through three different methods T-Mobile contacted me last night and has solved my issue Please close this as a positive experience Thank you, [redacted] [redacted]

June 15, 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 3, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Ms [redacted] ’s concerns have been resolved to her satisfactionT-Mobile regrets to hear of Ms [redacted] ’s dissatisfaction with her LG Nexus handsetT-Mobile records indicate that on March 9, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the LG Nexus black handsetAt the time of Ms [redacted] ’s purchase, she was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $It is important to note that at the time of Ms [redacted] ’s purchase of the LG Nexus handset T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it meets her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseAdditionally, by purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on May 27, 2015, and June 24, T-Mobile records indicate that on June 26, 2015, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch Pop tablet deviceAt the time of Ms [redacted] ’s purchase, she was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $T-Mobile records confirm that at the time of Ms [redacted] ’s purchase, T-Mobile was offering a promotion in which customer may purchase the Alcatel One Touch Pop device utilizing T-Mobile’s EIP offering, activate a mobile internet line of service with a minimum rate plan of 1GB, and T-Mobile would apply a $promotional credit to Ms [redacted] ’s billing statement, reducing the cost of the device to zeroHowever, per the terms and conditions of the offer, Ms [redacted] was required to maintain an active mobile internet line of serviceShould Ms [redacted] cancel the mobile internet line of service, the credit would not continue to apply to Ms [redacted] ’s accountAdditionally, if Ms [redacted] ’s account became cancelled, the remaining device balance would be accelerated to the final billing statement and would be considered valid and owedT-Mobile records confirm that on February 3, 2016, Ms [redacted] ’s voice lines of service with the mobile numbers ending in and were cancelled when they were ported to another service providerMs [redacted] ’s mobile internet line with the mobile number ending in remained active and continued to receive the $promotional credit until April 7, 2016, when Ms [redacted] requested the cancellation of the lineTherefore, as per the terms and conditions of the offer, Ms [redacted] ’s remaining EIP balance on the Alcatel One Touch Pop device, in the amount of $was accelerated to the final billing statement, dated May 10, In an effort to amicably resolve the matter, on June 10, 2016, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s account, reducing the account to a zero balanceMs [redacted] ’s account remains cancelled with a zero balanceMs [redacted] has accepted this as a 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 [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: service for the account in question was interrupted December in response I would assume to be non paymentAlso the T Mobile representative misrepresented the plan I agreed to as a month to month service planI provided all the equipment and am not bound to any terms of serviceT Mobile has also misrepresented their service agreement as to their advertised promotion as The UncarrierT Mobile is essentially billing me for services I did not receiveThis complaint is far from being resolvedIf T Mobile refuses to mitigate this I will be filing a complaint with the FTC for dceptive practices Sincerely, [redacted]

May 8, 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 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Mr***, but we have been unsuccessful; therefore, we will make every effort to address his concerns within this letter T-Mobile regrets any concerns that Mr [redacted] 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 [redacted] activated mobile number ending in on February 17, 2017, and attempted to take advantage of our January Smartphone OfferThis promotion ran from January 11, 2017, through February 9, 2017, which included a free Samsung On via monthly bill creditsAs can be expected, there were several eligibility requirements for the promotion including that customers were responsible for any applicable down payments, taxes, and shipping at the time of purchaseStandard out of pocket cost and deposit rules applyCustomers must have also submitted a rebate on t-mobile.com/promotions using promo code JAN17AFFDTMwithin days of purchaseHowever, the promotion was expired at the time of Mr***’s purchase Our records show that Mr***’s account is billed in advance of the service being provided and become due within that billing cycleFor instance, Mr***’s billing cycle runs from the 8th of the month through the 7th, with a due date of the 28th of every monthIf during that billing cycle Mr [redacted] has any usage charges, such as international calling or third-party downloads, rate plan changes, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advance T-Mobile records confirm that Mr***’s billing cycle from February 8, 2017, through March 7, 2017, due March 28, 2017, was assessed rate plan charges from before the additional line was added along with the rate plan charges from after the additional line was added As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile credited $leaving Mr***’s account with a credit balance 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 Chris L [redacted] Executive Response

December 9, 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 1, 2015, regarding the above-referenced accountT-Mobile sincerely regrets any inconvenience Mr [redacted] experienced with his accountT-Mobile records reflect on September 30, 2015, Mr [redacted] contacted Customer Care and requested cancellation of his serviceRegretfully, as Mr [redacted] was unable to verify the security information on the account T-Mobile did not allow him access to make changes to the account and he was directed to visit a T-Mobile retail store or contact Customer Relations via writing to resolve the issueIn an effort to amicably resolve this matter for Mr [redacted] , on December 1, 2015, T-Mobile cancelled the account as requested and credited the entire remaining balance of $bringing the account to a zero balanceT-Mobile regrets any inconvenience this may have caused Mr [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, INCZachary S [redacted] Executive Response

Tell us why here September 26, 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 NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 12, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile appreciates the opportunity to respond to Mr***’s concernsIn Mr***’s letter to your office, he indicates that he was not able to use service with his handset while traveling through Virginia and North CarolinaWe regret any coverage issues Mr [redacted] had experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability T-Mobile has no record of Mr [redacted] contacting the Customer Care Department to report issues with his service during his travelsIt is important that if customers experience any difficulties with the service, that they provide Customer Service with details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, Family Mobile can attempt to resolve the issue through network or equipment It is important to note 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, T-Mobile respectfully declines Mr***’s request for a refund 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 James H [redacted] Executive Response

October 11, 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 September 28, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has in regards to her account and the collection calls she has been receivingT-Mobile records confirm that Ms [redacted] activated services on September 25, Ms [redacted] was subscribed to T-Mobile’s Simple Choice rate plan for $plus tax monthly for her mobile number ending in Additionally, Ms [redacted] was subscribed to the Simple Choice 3GB data feature for $per month On October 3, 2015, Ms [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6s Plus 16GB handset for mobile number Ms [redacted] was not required to pay a capital cost reduction payment at the start of the lease however she agreed to 18-month lease term of $and a purchase option price of $including tax JOD customers may choose to purchase their leased device at any time during the 18-month lease termHowever, JOD customers are responsible for the remaining lease payments, the purchase option price, and all applicable taxesIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following billing statement Please be advised on May 14, 2017, Ms [redacted] ’s account was canceled via port-outPlease note Ms [redacted] ’s account was billed in advance and her billing cycle ran from the 27th of one month to the 26th of the following month with her bill being due on the 19thof the monthThe final billing statement dated May 27, 2017, reflected a balance of $This balance consisted of service charges as well as the purchase option price charge for the above mentioned handset Please note, on July 12, 2017, Ms [redacted] was provided with the option to return the Apple iPhone 6S Plus, that she was billed for and once received, we would adjust the $Please be advised Ms [redacted] had until August 12, 2017, to return the handsetAs of September 29, 2017, T-Mobile has no record of us receiving the handset backTherefore, T-Mobile would consider the purchase option price to be a valid and charges on the final billing statement to be valid and owed After Ms [redacted] ’s account was cancelled, T-Mobile’s Financial Care department attempted to contact her in an effort to resolve her outstanding balanceAs T-Mobile’s internal collection efforts were unsuccessful, on August 25, 2017, Ms [redacted] ’s account was referred to a third-party collection agency for further collection efforts as such the account was assessed a $collection fee, updating the balance to $Please note, on September 27, 2017, Ms [redacted] was provided a system credit in the amount of $which left a revised balance of $Between the dates of August 25, 2017, through September 12, 2017, Ms [redacted] ’s account was referred to several different third party collection agencies, most recently to Enhanced Resource Centers where the account currently resides Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstanding However, in an effort to amicably resolve this matter, T-Mobile will allow Ms [redacted] to return her handset in good working condition with no damages directly to my attention within days of the date of this letter at: Executive Response Attention: Nicole C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $T-Mobile recommends that Ms [redacted] return the handset via a traceable carrier and request a tracking number when shippingFurthermore, once this credit is issued it will bring the balance down to zeroAdditionally, once T-Mobile receives the handset back we agreed to request any negative reporting toward Ms [redacted] ’s credit file be removedPlease be advised this request can take up to daysT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response

I accept the response offered by T-Mobile and thank them for their prompt attention to this matter I have attempted to contact T-Mobile's representative during business hours but have been unable to make contact beyond voice mail 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] ***

September 15, 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 September 3, 2017, regarding the above-referenced prepaid numberPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced in regards to the unlocking of his Samsung Galaxy S handsetPlease 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 prior to releasing account information the account must be properly verifiedInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he providedThe account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, the account 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 [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 Juan B [redacted] Executive Response

November 17, 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 November 10, 2016, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any concerns Ms [redacted] experienced regarding her new devicePlease 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 contact with our retail locationT-Mobile records indicate on August 19, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Light deviceThe EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceOn November 1, 2016, Ms [redacted] started a new EIP for a Samsung OndevicePlease be advised that customers returning equipment within the return period may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comPlease note the Samsung Galaxy Light device has 8GB of internal storage and can hold a memory card up to 32GB to assist with additional storageThe Samsung Ondevice has 8GB of internal storage and can hold a memory card up to 256GB to assist with additional storageT-Mobile regrets Ms***’s new Samsung Ondevices memory was depleted soon after downloading applicationsIn an effort to amicably resolve this matter, T-Mobile can offer Ms [redacted] the return of her Samsung Onin good working condition for a full refund to the Executive office without being assessed a restocking feeAdditionally, T-Mobile can offer to send Ms [redacted] a Samsung Galaxy Light deviceMs [redacted] can contact me at the number below no later than December 16, should she wish to take advantage of this offerT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJennifer G [redacted] Executive Response

August 10, 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 July 29, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his purchase of an LG Ghandset on March 28, T-Mobile confirmed that Mr [redacted] was provided a return label on March 29, 2017, via Customer Care to return his LG Ghandset Mr [redacted] then contacted Customer Care on April 21, with concerns of not getting his refund for the returned equipment at which time it was advised that it can take up to days after the device is received in the warehouse for refund Mr [redacted] contacted T-Mobile on May 10, as he was not in receipt of his refund at which time a Handset Research Form was filed to locate the equipment that was returned to T-Mobile After further review on May 27, 2017, T-Mobile’s Handset Research Team located the LG Ghandset and a refund for the payment made at the time of purchase was refunded back to Mr [redacted] ’s credit card On July 26, 2017, T-Mobile received a notification from Mr [redacted] ’s financial institution that the equipment purchase ordered on March 29, had been returned unpaid to T-Mobile with a reason code of 'Unauthorized Purchase' As a result, a charge in the amount of $was placed back on Mr [redacted] ’s account for the returned credit card payment T-Mobile spoke with Mr [redacted] on August 1, 2017, at which time Mr [redacted] provided documents which reflected that his financial institution re-applied the charge for the equipment back to his bank account As Mr [redacted] was able to provide the proper documentation, T-Mobile applied a credit for the equipment charge back of $ Mr [redacted] ’s account reflects a credit balance of $as of August 7, Mr [redacted] confirmed this has resolved his concerns T-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 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 Amor M [redacted] Executive Response

June 20, 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 15, 2017, regarding the above-referenced account On June 19, 2017, T-Mobile contacted Ms [redacted] to inform her that the account is currently cancelled, and pending the generation of the following billing statement to reflect charges from the billing period of May 23, 2017, through June 22, 2017, which is the billing period in which the three mobile numbers ending in ***, ***, and [redacted] were cancelledThe review of the account is scheduled to take place on June 27, 2017, to allow the billing statement to generate, and for T-Mobile to verify the amount that will need to be credited to leave the account with a zero balanceT-Mobile informed Ms [redacted] that after the adjustments are placed onto the account, a final billing statement will be generated the following month, on or around July 23, 2017, reflecting a zero balance Ms [redacted] was also reminded that should she have any questions in the interim, she has been provided my direct contact informationT-Mobile will be sharing the findings of the account review on June 27, with Ms [redacted] via email 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 Adrianne F [redacted] Executive Response

February 12, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: N [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 January 30, 2018, regarding the above-referenced account from [redacted] *** T-Mobile records confirm that the account holder of record is [redacted] ***, and we have been able confirm that she and [redacted] are one in the same T-Mobile is pleased to report to your office that upon speaking with [redacted] ***, we have been able to resolve this matter to her satisfaction.T-Mobile records reflect that on August 15, 2017, a purchase was made for an iPhone 32GB Rose Gold at a T-Mobile retail store T-Mobile records indicate that the purchase was made on T-Mobile’s Equipment Installment Plan (“EIP”) program, wherein records confirm [redacted] had agreed to monthly installments of $per month T-Mobile records reflect that on December 20, 2017, [redacted] had a Fraud Form filed to validate the unauthorized purchase, and to have the charges adjusted As a result of not receiving a police report, the monthly installment continued to be billed on [redacted] ***’s account Additionally it is important to note that if an account becomes cancelled, final balances owed on equipment accelerate to the final billing statement generated.T-Mobile records reflect that on December 20, 2017, [redacted] ***’s account became cancelled as a result of her mobile number ending in being moved to a different account It is important to note that at the time that [redacted] ***’s account was cancelled she had a balance owed of $82.45, consisting of monthly access charges, EIP charges, taxes and fees T-Mobile records reflect that on January 17, 2018, the last four payments that had previously been authorized by [redacted] were returned to T-Mobile as unpaid totaling the amount of $ It is important to note that customers are subject to a fee of $each time a payment has been returned.On January 17, 2018, T-Mobile sent [redacted] a final billing statement reflecting a balance of $919.06, which included a past due balance of $472.09, and current charges of $ The past due balance included the returned payments, and returned payment fees applying to all four payments returned The current charges consisted of accelerated EIP charges associated with the disputed device, and credits towards previously billed monthly access charges.On February 5, 2018, T-Mobile contacted [redacted] ***, and in an effort to amicably resolve the matter, based on the fact that the phone showed no usage associated to her account, T-Mobile issued a credit totaling $in what she was charged for the Apple iPhone she had disputed association with, leaving the account closed with a balance of $ [redacted] confirmed she would consult with American Express to see why the payments were returned, and that we would discuss findings on February 9, 2018.On February 9, 2018, T-Mobile contacted [redacted] ***, and she stated that American Express had sent her a letter of disputed payments dated in December, indicating that they had tried to contact T-Mobile regarding the four payments, however were unable to receive a response, and as a result of that, returned the four previous payments made to T-Mobile [redacted] stated that she had informed American Express to authorize payment totaling the amount owed for her monthly access charges of $ In an effort to resolve [redacted] ***’s concerns, T-Mobile issued a credit in the amount of $117.13, leaving the account closed with that balance T-Mobile informed [redacted] that so long as the payment is applied in that amount, the final statement that generates on or after February 17, 2018, will reflect a zero balance T-Mobile will be reviewing the account on February 16, 2018, to see if the payment has applied, and sharing findings with [redacted] by contacting her on her mobile number ending in Pursuant to our conversation, [redacted] considers the matter resolved, and has no further concerns T-Mobile regrets any inconvenience to [redacted] ***, and we appreciate her 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.Adrianne F*Executive Response

June 22, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 June 11, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is Mr [redacted] ***, and that he has designated Mr [redacted] as an authorized user of the account.We are pleased to inform you that T-Mobile has contacted Mr [redacted] and addressed his concerns to his satisfaction T-Mobile regrets any inconvenience to Mr [redacted] regarding our Mobile Device Unlock requirements and we appreciate the opportunity to address his concerns.Mobile Device Unlocks are available to customers who meet our eligibility requirements A review of Mr***’s account confirms that on May 27, 2017, we received a request for a Mobile Device Unlock for the device with International Mobile Equipment Identifier (“IMEI”) number [redacted] being used on the line of service with the mobile number ending in *** However, at that time the device was not eligible for a Mobile Device Unlock as T-Mobile could not confirm that device was sold through T-Mobile or a T-Mobile authorized dealer.Further research confirmed that the device in question has no Equipment Installment Plan (“EIP”) associated with it and that it was in fact a T-Mobile branded device As such, in an effort to resolve Mr [redacted] ’s concerns on June 14, 2017, T-Mobile approved the device to be permanently unlocked Mr [redacted] confirmed that his LG Gdevice is now completely unlocked and accepted the approval as resolution to his concerns.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our 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.Sal O***Executive Response

June 20, 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 7, 2017, regarding the above-referenced account We regret any issues Ms [redacted] experienced while upgrading her device with the JUMP! Feature as well as any issues experiences while attempting to resolve her issues with the T-Mobile Customer Care teamsPlease 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 recent contacts with our Customer Care teams T-Mobile records indicate that on October 24, 2016, Ms [redacted] 's line ending in [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG VhandsetIt is important to note, that at the time of upgrade Ms [redacted] was already subscribed to the JUMP! feature on line ***JUMP! 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 enrollment On April 15, 2017, Ms [redacted] took advantage of her JUMP! benefit of tradiher LG V20, financed through T-Mobile’s EIP option on the line ending in ***, for a credit of the remaining EIP balance, and to process a deferred upgrade to a Samsung Galaxy S8+ on EIPA deferred upgrade must be returned within days to a return center by using a provided return shipping labelCustomers are able to receive their upgrade device on EIP while the trais being processedOnce received, it is inspected and if found to be in acceptable condition, the EIP for the new device is zeroed out T-Mobile records confirm that the device was received at the tracenter on May 1, As such the traoffer was valid, but the credit was not applied to the account due to an inadvertent error With regard to Ms [redacted] ’s employer discount concerns, T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis was a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers were required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedOn March 22, 2017, T-Mobile records confirm Ms [redacted] was provided information regarding the enrollment in to the Advantage Program; however records indicate no submission has been receivedAs Ms [redacted] ’s current Simple Choice Family Match Unlimited Talk Text + Unlimited data lines Promo rate plan meets eligibility requirements, she may visit www.t-mobile.com/advantagerewards to enroll in T-Mobile’s Advantage Program In an effort to amicably resolve this matter, on June 8, 2017, T-Mobile has zeroed out the Equipment Installment Plan balance for the LG Vleaving the EIP plan closed and avoid further monthly installmentsT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan C [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: T-Mobile is making suggesting statements as to say that this account is not "new" after speaking with a customer service rep on the 2nd of MarchDID NOT SAY I HAD A PAST DUE AMOUNT TO BE DUE ON THE 7TH OF MARCH With that being said, its as if T-Mobile has reached the point of calling me a liar and also withdrawn supported call on that date March I've been hit with a balance later and also I want to say that I NEVER gotten a receipt text stating the amount of $was paidTherefore, T-Mobile has turn every word I said against me and thriving to support customer service on a twisted information provided me to close the account Customer service also stated that they are NOT going to get my account back on track T-Mobile assume that I am not attempting to make payment arrangements which I tried in February but instead turned my phone off If this need the attention of Attorney General I will seek that legal aspect to assist if not resolved with Revdex.comThis ticket will not be closed until resolved fullyNot to satisfy T-Mobile but the customer, which is meNot satisfied with responseAgain, I appreciate the credit but I need a phone call and I do work T-Mobile can leave a message or maybe the network isn't allowing voice messages to be left on my phoneI am not refusing to speak with a person about this matter I just missed the call being that I am at work during the day Sincerely, [redacted]

September 22, 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 c***pondence dated September 11, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Ms***’s concern T-Mobile regrets any concern to Ms [redacted] in regards to her participation in T-Mobile’s Un-carrier Carrier Freedom offer It is very important to note that the Carrier Freedom benefit is payable only once per mobile number Our records confirm that on April 26, 2017, Ms [redacted] port in two mobile numbers ending in [redacted] and [redacted] and purchased two Samsung smartphones on T-Mobile’s Equipment Installment Plan (“EIP”) option Regrettably, T-Mobile records do not confirm that Ms [redacted] traded in handsets at the time of activation nor does T-Mobile have a record of any handsets being received and thus Ms [redacted] does not qualify for the Carrier Freedom reimbursement However, the reimbursement for mobile number ending in [redacted] was approved on June 8, 2017, and Ms [redacted] was provided a refund in the amount of $however; this refund was not due and was done as a courtesy because both mobile numbers ending in [redacted] and [redacted] had previously been refunded in August under a prior T-Mobile account that was in use by relatives of Ms*** As they had already once received the benefit, they were no longer eligible At this time, T-Mobile respectfully declines Ms***’s request for reimbursement in any amount T-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 [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

January 4, 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 December 27, 2016, from Mr [redacted] regarding the above-referenced accountPlease be advised that the account holder of record is Ms [redacted] , and that she has designated Mr [redacted] as an authorized user of the accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets any concerns Ms [redacted] may have experienced regarding his recent handset purchaseOur records confirm that on September 19, 2015, Mr [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 6S handsetA down payment for the device was not required, and Mr [redacted] agreed to monthly installments in the amount of $On October 22, 2016, Mr [redacted] used our JUMP! upgrade program to purchase an Apple iPhone handset using our EIP programMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the mount of $The JUMP! program allowed Mr [redacted] to return his Apple iPhone 6S handset to T-Mobile in good working order, and the EIP for the device would be closedMr [redacted] was then able to purchase the Apple iPhone on a new EIPDue to an inadvertent error, however, the EIP for the Apple iPhone 6S handset remained active, and Mr [redacted] continued to be billed the monthly instalment of $In an effort to amicably resolve Mr [redacted] ’s concerns, on December 26, 2016, T-Mobile issued a credit to his account in the amount of $for the device installment billed to his November 10, billing statementThe EIP for the Apple iPhone 6S was closed as of December 29, 2016, and Mr [redacted] will no longer be billed monthly for the deviceAdditionally, on December 31, 2016, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $for the EIP installment for the Apple iPhone 6S billed to his December 10, billing statementMr [redacted] remitted a payment in the amount of $on January 2, 2017, and his account remains active, with a zero balance at this timeT-Mobile regrets any inconvenience Mr [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response