T-Mobile Usa Inc

August 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced regarding his accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care
Please note that T-Mobile has responded to each of Mr***’s filings with your office in an attempt to resolve the billing concerns he indicated that he has experiencedIt remains our position that Mr*** is correctly and appropriately being billed for his chosen rate plan, features, and Equipment Installment PlansRegrettably, Mr*** has declined to provide additional information or examples regarding the specific billing concerns he has experiencedWe ask Mr*** to provide us with a specific example of what is incorrect on his current billing statement so that we can review it and fix it, if necessary
As Mr*** is aware, he is under no obligation to T-Mobile and should he remain so completely dissatisfied, he is free to pursue service elsewhere
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P*** Executive Response

September 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter We regret any issues Mr*** experienced while upgrading his device with the JUMP! feature. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per month period beginning six months after enrollment T-Mobile records indicate that on April 18, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG GhandsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments. The Equipment Installment Plan (“EIP”) with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balance. It is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determination. Once the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the store. However, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicated. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cycles T-Mobile records confirm that Mr***’ trahandset was received on August 27, As such Mr*** EIP for IMEI *** has been closed and a credit has been applied in the amount of $leaving a revised account balance of $Mr***’ account remains active and in good standingT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC James H*** Executive Response

Complaint: ***
I am rejecting this response because: I would like to be able using my checking account again and also be credited for this issue because I don’t think it is fair at all
Sincerely,
*** ***

July 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced regarding equipment pricing and rate plan discountT-Mobile strives to offer the best possible pricing on equipment and servicesWhile T-Mobile provides several programs, like Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”), which offer our customers the ability to place equipment on either a lease or purchase installment programA payment is required at the time of lease or purchase for the sales tax of the full retail price of the equipment and in certain situations a down payment may be required as wellThe amount due at the time of lease or purchase is different for every customer and is dependent upon multiple factors including credit history
T-Mobile records confirm that Ms*** activated service on June 22, 2017, and the account is currently subscribed to our T-Mobile One rate plan which starts at $for one line of service and provides unlimited talk, text, and dataT-Mobile offers corporate discounts to individuals who are active employees at large businesses included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThere are eligibility requirements to participate in this program including rate plan requirementsAs the T-Mobile One rate plan is a heavily discounted rate plan, it is currently ineligible to receive additional discounts through the Advantage Program
T-Mobile contacted Ms*** and in effort to amicably resolve matter, offered to provide the account a manual credit of $which is equivalent to a year of Advantage Program discountFollowing the adjustment, the account currently reflects a credit balance of $which will be applied towards future billed chargesT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jamen F*
Executive Response

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

November 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 27, 2016, regarding the above-referenced accountOn October 29, 2016, T-Mobile spoke with *** ***, an authorized user on the accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfactionT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer CareT-Mobile confirms from September 15, 2016, through September 25, 2016, new and existing postpaid customers who traded in an Apple iPhone 5S would be eligible for a $58.00, estimated market traaccount creditIn addition, customers purchasing an Apple iPhone 32GB handset, on a month Equipment Installment Plan (“EIP”) would be eligible for a manufacturer credit of $341.99, to be distributed in monthly bill creditsT-Mobile records indicate that on September 23, 2016, Ms*** qualified for and took advantage of our EIP offering with the purchase of a an Apple iPhone 32GB handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsBased on the promotion Ms*** was not required to make a down paymentT-Mobile records did not indicate that Ms***’s EIP was scheduled for the promotional monthly creditsMs*** agreed to accept a one-time payment of $341.99, toward her EIP balancePlease note that the payment reduces the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP paymentsMs*** had ten remaining installments of $and a final installment of $In a further effort to resolve this matter amicably, T-Mobile applied an account credit of $115.00, for the disputed difference between the Apple iPhone 5S travalue and the Apple iPhone travalueThe account balance of $includes partial monthly recurring charges and applicable taxes from the October 10, 2016, billing statementBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCPancho Q*** Executive Response

March 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** L***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her her purchasesT-Mobile records confirm that on December 21, 2016, Ms*** purchased two Samsung Gear VRsMs*** paid full price for one of them in the amount of $and the other one on an Equipment Installment Plan (EIP)Mr*** was not required to make a down payment on her EIP however she agreed to monthly installment charges of $Ms*** made a total payment at the time of her purchase in the amount of $113.10, which included her total purchase price of one Samsung Gear VR, $shipping, and $in applicable taxes
On January 4, 2017, Ms*** contacted T-Mobile to advise us that her two Samsung Gear VRs were not compatible with any of her phones and she was returning them to our National Return CenterPlease note that it may take up to days for the equipment to be scanned into our Return Centers and receive a refundOn January 26, 2017, Ms*** provided us with a tracking number and accordingly our Customer Care processed a Handset Research form to locate the equipment in our warehouse
On March 11, 2017, T-Mobile’s Handset Research Team stating that our warehouse received the equipment and processed a refund for Ms***’s down paymentPlease allow seven to ten business days for the refund of $not including the shipping to reflect on Ms***’s financial institutionIn addition, T-Mobile closed out Ms***’s EIP for her one Samsung Gear VR and applied a credit of $to Ms***’s account for her monthly EIPs paid; we regret any delay to Ms***
In an effort to amicably resolve this matter, on March 15, 2017, T-Mobile applied a courtesy credit of $to Ms***’s account for her shippingAs of March 15, 2017, Ms***’s account balance is $for her monthly access chargesT-Mobile regrets any inconvenience to Ms*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

December 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated December 12, 2015, regarding the above-referenced accountT-Mobile is sorry to hear that Ms*** had concerns with her coverage while a customer with T-Mobile and her T-Mobile account billingOur goal is to provide our customers with the best experience possibleUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors that may interfere with actual service, quality, and availabilityT-Mobile records confirm that there is 4G T-Mobile coverage in the city of Lynchburg, VA but we would need a zip code or more precise address to review Ms***’ route of travelOur records indicate that on October 1, 2015, Ms*** canceled her mobile numbers ending in *** *** and *** when she transferred them to another service providerMs*** did not transfer or cancel her Mobile Broadband Internet mobile number ending in ***This mobile number was subscribed to our North America Simple Choice Match Your Phone Data rate plan for $per month, which provided unlimited data with 4G speeds up to 1GBOn November 2, 2015, Ms*** contacted T-Mobile to advise us that this mobile number should have been canceledDue to the fact that we did not receive a request it was not canceled until November 2, Ms*** was charged $plus applicable taxes for monthly services from October 201,through November 13, 2015, on the billing statement dated November 15, Ms***’ final billing statement was $1,019.42, which consists of her monthly access charges from October 14, 2015, through November 13, 2015, $for her final Equipment Installment Plan, (“EIP”) for her LG G3; $final EIP for her Jabra Talk Headset; $final EIP for her Note and $for her Galaxy Note tablet, and applicable taxesIt is T-Mobile’s position that the balance is valid and owedOn December 7, 2015, Ms*** created a payment arrangement with T-Mobile to pay $on December 10, 2015, January 10, 2016, February 10, and $on March 12, Ms*** has already made her payment of $on December 10, Please note Ms***’ account must be in good standing to be eligible for a Mobile Device Unlock code for her equipmentHowever, in an effort to amicably resolve this matter, on December 29, 2015, T-Mobile applied a courtesy credit of $for her monthly mobile internet service and has sent Ms***’ her Mobile Device Unlock Code to the email address provided in your correspondence for her Samsung Galaxy Note tabletAs of December 29, 2015, Ms***’ account balance is $759.42, which consists of her final EIP charges and applicable taxesMs***’ next payment arrangement for $is set to be paid on January 10, In addition if Ms*** chooses, she may return her Galaxy Note tablet to my attention in exchange for a credit of the remaining EIP balance of $The equipment can be mailed to me at the following address: *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** T-Mobile recommends that Ms*** request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms*** please include the equipment, battery, charger, and her account information within the box to ensure proper creditPlease be advised if the full kit is not returned (such as a missing charger or battery), a $restocking fee will be deducted from the credit offered aboveIf the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms*** and the final EIP balance will then be considered validIn order to take advantage of this offer, Ms*** must have the equipment post marked for return no later than February 29, T-Mobile regrets any inconvenience to Ms*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCLeah T*** Executive Response

August 14,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re:
*** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 11, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction
T-Mobile regrets that Mr*** had any discrepancy with his billing statement and we regret the experiences that he reported with the third party retail location. We appreciate the opportunity to resolve this matter with Mr***
T-Mobile records show that Mr*** activated this account on July 11, 2015, from Express Locations. Please be advised that Express Locations is at third party authorized dealer for our products and services and the employees at this location are not T-Mobile employees
Please be assured that T-Mobile takes allegations of dealer misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize that the third party authorized dealer of our products and service failed in any way to display that during Mr***’s recent visit to their retail location
T-Mobile records show that Mr*** activated his mobile number ending in *** on July 11, and the sales agreement that Mr*** signed when the account was activated shows that he subscribed to our Simple Choice Value Unlimited Talk, Text and Data with up to gigabytes (GB) of high speed data rate plan for $per month, the optional Simple Choice Unlimited Data with 7GB Hotspot feature for $per month and the optional JUMP! Premium Handset Protection (PHP) feature for $per month. Our records also show that Mr*** elected to participate in our Equipment Installment Plan (EIP) and purchased an LG Leon handset. Our records indicate that Mr*** was not asked to pay a down payment although he was required to pay taxes for the retail value of the handset. Our records show that Mr*** agreed to pay monthly installments in the amount of $for the LG Leon handset
Based on the paperwork that T-Mobile received from the sales office, Mr***’s monthly access charge and EIP totaled $per month before additional usage charges, taxes and surcharges; which is what he was billed on the billing statement dated July 13, 2015.
T-Mobile records confirm that the JUMP! PHP Bundle was deleted on August 9, at Mr***’s request. Based on Mr***’s feedback regarding this matter, on August 12, 2015, a credit in the amount of $as issued to his account for the disputed charges and associated taxes. In addition, T-Mobile offered to issue an additional courtesy credit to his account due to his experience although he declined our offer to issue any additional credits to his account and only requested the credit in the amount of $for the disputed JUMP! PHP Bundle feature. With the $credit that was issued to Mr***’s account on August 12, 2015, his account reflects a credit balance in the amount of $and this credit will reflect on his billing statement that will be dated August 13,
T-Mobile regrets any inconvenience to Mr*** and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at *** *** ***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

February 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated February 13, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfactionT-Mobile regrets any concerns that Ms*** has had regarding her T-Mobile accountOur records indicate that on September 30, 2015, Ms*** activated her T-Mobile account with four lines of serviceMs*** selected our Simple Choice North America 10GB for All rate plan, which includes unlimited talk, text and 10GB of high speed data for two lines of service for $per month, plus $per line for each additional line of serviceIncluding taxes and fees, Ms***’s total monthly recurring charges were expected to be $per monthAt the time of Ms***’s activation, T-Mobile was offering multiple Apple iPhone 6s promotions, two of which Ms*** took advantage of with the purchases of four iPhone 6s handsets on our JUMP On Demand (“JOD”) leasing programPlease note that based on her personal credit history, Ms*** was not required to make a down payment, however she agreed to a series of monthly installments in the amount of $per handset, for a monthly total of $for all four handsets, which appeared on the first bill following the purchases of the handsetsPlease note that all T-Mobile customers who purchased an iPhone 6s during the launch month automatically qualified to receive a $per month credit per handset, reducing the monthly net cost of Ms***’s handsets from $each per month to $per monthIt can take up to two billing cycles for the automatic promotional credits to appearIn addition, Ms*** was able was able to combine offers and take advantage of our Introductory Apple iPhone 6s promotionPursuant to the terms and conditions of the Introductory Apple iPhone 6s promotion, Ms*** was required to trafour handsets to T-Mobile, and based on the model and value of each trahandset, would receive monthly recurring credits in the amount of either $5.00, $or $15.00, to lower the net cost of the new iPhone 6s handsets to $5.00, $or $per month, down from the already reduced cost of $per monthIn Ms***’s case, she elected to tratwo iPhone handsets which were eligible for the largest recurring promotional credit of $per month, as well as an iPhone 5s , which was eligible for a recurring credit of $per month and an iPhone 5, which was eligible for a total monthly recurring credit of $per monthIn total, Ms*** was to receive a monthly promotional credit of $per month for her handsets, as well as the aforementioned $per handset per month promotion, which provided her with a total credit of $per monthIncluding both of Ms***’s promotions, she was expected to receive monthly promotional credits totaling $per month, upon receipt and inspection of Ms***’s trahandsets at our trawarehouseIncluding Ms***’s monthly access charges, her total monthly recurring charges were expected to be $including all promotional creditPlease be advised that Ms*** selected our “Deferred Trade-In” option for her handsets which allows customers to send her handsets into T-Mobile within days of activationPlease note that T-Mobile provides our customers with a prepaid return mailing label to send the handsets, which can printed on My.T-Mobile.com within hours of activationIt is important to note that while Ms*** immediately began receiving her four $per month promotional credits in time for her first billing statement dated October 3, 2015, due to the fact that we had not yet received her trahandsets, credit was not issued for the Introductory Apple iPhone 6s promotionRegrettably, T-Mobile did not receive Ms***’s trahandsets at our TraWarehouse and as such, the offer expired after days and Ms*** was no longer eligible to receive monthly promotional credit for her trahandsetsHowever, upon further review, T-Mobile records confirm that on October 14, 2015, T-Mobile received Ms***’s handsets at our National Return Center warehousePlease note that as the handsets were directed to the incorrect warehouse, Ms*** was not properly registered to receive her promotional creditT-Mobile regrets any inconvenience to Ms***Nevertheless, on December 4, 2015, Ms*** was issued a lump sum credit in the amount of $for her trahandsets, in addition to total credit of $having been issued so far for the $per month promotion, for a total compensation of $to dateUpon speaking with Ms***, she confirmed that she wanted to cancel her T-Mobile accountIn an effort to resolve the matter and as a gesture of goodwill, if Ms***’s four iPhone 6s handsets are returned to my attention in like-new condition, T-Mobile agrees to credit the remaining amount owed on the JOD in the amount of $The handsets can be mailed to my attention to the following address: *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** T-Mobile recommends that Ms*** requests 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*** 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 if the full kit is not returned such as the charger a $restocking fee will be deducted from the credit offered aboveWe also ask that Ms*** disable the “Find My iPhone” feature as T-Mobile cannot disable it and the handsets will be returned to her if it is enabledPlease be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms*** and the lease balances will then be considered valid and owedIt is important to note, Ms*** must have the equipment post marked for return no later than March 3, Ms*** has accepted this offer as resolution in full to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCKayla J*** Executive Response

May 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 15, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** may have experienced in regards to the above-referenced accountOn April 16, 2016, T-Mobile records reflect Ms*** purchased a Certified Pre-Owned iPhone 6s Plus handset on an Equipment Installment Plan (“EIP”)Please note that by purchasing T-Mobile equipment, Ms*** receives a Limited Warranty provided by the manufacturer of her handsetDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsIt is important to note, with our Handset Exchange Program, T-Mobile will replace the customer’s handset with a new or like new handset
Upon review of Ms***’s account, this warranty was extended as she was subscribed to the optional JUMP! featurePlease be advised that in addition to providing Ms*** with an extended warranty, T-Mobile’s JUMP! feature also provides handset insurance
T-Mobile records indicate Ms*** processed a warranty exchange on April 20, Accordingly, as stated above, Ms*** received a new or like new handsetIn Ms***’s correspondence to your office, she states that she was advised that after three replacements, T-Mobile will replace her handset with a new handsetPlease be advised T-Mobile does not offer any such programT-Mobile regrets any misinformation
Nevertheless, upon speaking with Ms*** on May 25, 2017, as a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile offered to designate her account as well-qualified so that she could take advantage of the lowest down payment available or zero down payment depending on the handset she choosesAlternatively, T-Mobile offered to replace Ms***’s device through the Handset Exchange ProgramAs a third option, T-Mobile offered to allow Ms*** to return her handset and close the EIP so that she would not remain responsible for the remaining balanceRegrettably, Ms*** declined all of the options offered to herShould Ms*** decide to take advantage of any of the aforementioned options, she may contact me at the number listed below
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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*** recent contact with our Customer Care and visit to our retail location
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carlos T***
Executive Response

December 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 6, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Mr*** has experienced regarding his accountStarting September 7, 2016, and running through February 28, 2019, customers on select grandfathered plans will receive a data bump for a limited time to show our appreciation for their businessRegretfully, due to an inadvertent error, Mr***’s rate plan changed back to its original plan, disqualifying him for the promotionNevertheless, as we want to ensure that our customers are provided with the best experience possible, on December 10, 2016, T-Mobile contacted Mr*** who agreed to allow T-Mobile time to work on getting him this promotion and accepted a follow up call for December 13, On December 13, 2016, T-Mobile contacted Mr*** as promised and advised him that T-Mobile is currently working with our Business Support DepartmentHe agreed to allow T-Mobile to continue to work on this matter until resolvedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCChris L*** Executive Response

March 29,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 17, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Ms***, T-Mobile confirmed that *** *** and *** *** are one and the same
T-Mobile regrets any concerns Ms*** may have in regards to her final balance on the above referenced accountT-Mobile records reflect that Ms*** activated one line of service on November 11, and subscribed to the Simple Choice Value Unlimited Talk, Text, and 1GB of high speed dataAdditionally, T-Mobile records reflect that Mr*** elected to have a $5GB data feature and a $JUMP! featurePlease note that all pricing is before any applicable taxes and fees
On November 15, 2014, Ms*** qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 128GB handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on Ms***’s personal credit history at the time of her purchase, she was not required to make a down payment and agreed to a series of monthly installments in the amount of $
Please be advised that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase
T-Mobile records reflect that Ms*** canceled her account on December 26, 2014, when she performed a Change Of Responsibility (“COR”)A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number
The billing statement dated January 14, 2015, reflects a total balance owed in the amount of $This balance consists of a past due balance of $110.71, a final balance for the above mentioned handset in the amount of $594.92, and credits totaling $for charges for unused services from December 26, 2014, through January 13,
It is important to note that T-Mobile has been sending notices to the billing address on fileRegretfully, T-Mobile records reflect that Ms*** did not update her billing address and, as such, has not received notices
Upon speaking with Ms*** on March 29, 2017, in an effort to amicably resolve her concerns, T-Mobile offered to take a payment in the amount of $and update third party collections agency to remove any negative reportingPlease note that Ms*** accepted our offer and requested to make the payment at a later dateT-Mobile has extended our offer until April 5,
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan B*** Executive Response

December 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 15, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Ms*** and resolved the matter to her satisfactionWe regret any concerns Ms*** has experienced regarding the recall of the Samsung Galaxy Note handset as well as any billing concerns she has experienced as a result of the recallOn September 29, 2016, Ms*** purchased a Samsung Galaxy Note handset through our Equipment Installment Plan ("EIP") program wherein she was required to remit payment for the tax on the full retail price and agree to monthly installments of $Please be advised that upon the return of a Samsung Galaxy Note handset to a T-Mobile store, the amount paid at the time of sale is immediately refunded to the customer, a credit is applied toward the account for the remaining EIP balance, and then the EIP balance is closed in order to be reflected on the following billing statementIt is important to note that customers are expected to pay their regular monthly bill in order for the Samsung Galaxy Note return credit to be correctly applied toward the pending EIP balance chargeAccording to our records, on October 26, a payment in the amount of $posted towards Ms***’s accountOn October 13, 2016, upon the return of Ms***’s Samsung Galaxy Note handset her account was credited in the amount of $for cost of the Samsung Galaxy Note handsetPlease note that this credit satisfied the balance of $from Ms***’s billing statement dated October 7, 2016, which resulted in a remaining credit balance of $Ms***’s billing statement dated November 7, 2016, consisted of the above-referenced credit balance of $435.03, monthly access charges, monthly EIP installments, remaining EIP balance for the Samsung Galaxy Note handset, applicable taxes, and fees for a total balance of $which was due on November 27, On November 19, 2016, upon speaking to Customer Care, T-Mobile applied a courtesy credit towards Ms***’s account in the amount of $On November 27, 2016, a payment in the amount of $posted towards Ms***’s account reducing the balance to $Since that time, T-Mobile has not received further payment towards Ms***’s accountMs***’s billing statement dated December 7, 2016, consisted of past due charges in the amount of $from the billing statement dated November 7, 2016, monthly access charges, monthly EIP installments, monthly JUMP! On Demand (“JOD”) lease charges, applicable taxes, and fees for a total balance of $which is due on December 27, On December 10, 2016, Ms*** cancelled her accountIf a customer has an open EIP or JOD lease and the account is canceled, any remaining open EIP balance and monthly JOD lease payments on the canceled account are accelerated and become due with the final billing statementThis information is disclosed within the EIP and JOD lease agreement provided at the time of purchaseNevertheless, in an effort to amicably resolve the matter and upon speaking to Ms***, on December 22, 2016, T-Mobile has agreed to apply a credit in the amount of $1,toward Ms***’s account for her current balance of $and for the forthcoming JOD lease charges for the Samsung Galaxy SEdge handset in the amount of $Ms***’s account remains closed with a zero balancePlease note that there are pending final EIP and JOD lease charges in the amount of $1,which will be reflected on Ms***’s forthcoming final billing statement dated January 7, This credit will reduce the amount of Ms***’s forthcoming final EIP charges to $1,It is T-Mobile’s positon that the charges are valid and owedPursuant to our conversation, Ms*** confirmed the matter is resolved and she has no further concernsWe regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

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

I accept this and aappreciate Zach helpIt is the third party that gave me trouble
Business Bureau:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

September 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 6, 2017, regarding the above-referenced accountPlease be advised, although Ms*** *** initially filed the complaint, we did speak with Mr*** *** concerning this matter
T-Mobile regrets any concerns Mr*** experienced with his handset and we appreciate the opportunity to review and address his concernsBeginning August 31, 2016, customers in the Denver, Colorado market were notified that T-Mobile would be upgrading the Uspectrum to LTE on September 29, Customers who use devices that connect on Band Uonly will experience a 2G data connection versus the current 3G experiencePlease be advised that T-Mobile records indicate that the handset previously being used on Mr***’s mobile number ending is was a non-T-Mobile branded handsetWith these improvements, older phones like that of Mr***’s, that use Band Uwill only get 2G speedsUpgrading to a newer device would result in faster data speeds for Mr***
To assist customers to upgrade to a new device, T-Mobile is currently offering customers that are affected by spectrum upgrade the option to purchase a new handset with our with our Equipment Installment Plan (“EIP”) offeringEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installmentsCustomers like Mr*** may receive a Coolpad Catalyst at no cost after monthly credits or purchase select devices such as a Samsung Galaxy Sor iPhone SE handset with our EIP offering and received a $discount via monthly or account creditsWe have confirmed Mr*** does qualify for this offer with the Samsung Galaxy device that was purchased on August 14,
Upon speaking with Mr*** on September 6, 2017, this offer was confirmed and he agreed to a $account creditMr***’s account now reflects a credit balance of $We apologize for 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***
Very truly yours,
T-MOBILE USA, INC
Felicia P***
Executive Response

June 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 21, 2017, regarding the above-referenced account
T-Mobile regrets any ongoing concerns Mr*** has experienced in regards to his equipment purchasesRecords confirm that on December 12, 2016, Mr*** qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone 6s Plus Gray 32GB handset with 32GB of memoryMr*** was not required to make a capital cost reduction payment and then agreed to a series of monthly installments of $Records confirm that on May 19, 2017, T-Mobile confirmed the receipt of Mr***’s handsetTherefore, on that day, T-Mobile closed Mr***’s remaining JUMP! On Demand lease balance and issued a credit of $to Mr***’s account for the monthly lease payments
Additionally, on May 16, 2016, Mr*** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus Gray 64GB handsetMr*** was required to make a down payment of $and then agreed to a series of monthly installments of $Upon further investigation, T-Mobile has determined that this handset is still in use on Mr***’s mobile number ending in ***Therefore, T-Mobile respectfully declines Mr***’s request for additional credit toward the EIP balance
On April 3, 2017, Mr*** utilized T-Mobile’s JUMP! On Demand lease option with the lease of an LG Ghandset, with the International Mobile Equipment Identifier (“IMEI”) number of ***Mr*** was not required to make a down payment and then agreed to a series of monthly installments of $Please note that although T-Mobile has no records of Mr***’s handset being received at the National Return Center (“NRC”) or to the retail store he leased the handset from, on May 19, 2017, T-Mobile blocked the IMEI number of the above-referenced device, closed the remaining JUMP! On Demand lease balance and applied a credit of $to Mr***’s account for the April 20, billing statementAs Mr***’s account had a balance owed of $for the April 20, billing statement, his balance was reduced to $
Please note that on May 4, 2017, Mr*** qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an LG GIce Platinum handsetMr*** was required to make a down payment of $and then agreed to a series of monthly installments of $
T-Mobile records confirm that this handset remains in use on Mr***’s mobile number ending in ***Therefore, T-Mobile respectfully declines applying a credit to Mr***’s account for this handset
Should Mr*** wish to discuss this matter further, he may contact me directly at the number listed below or by email at ***@T-Mobile.comBased on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
*** J***
Executive Response

June 30, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: *** ***T-Mobile
Account holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondencedated June 23, 2015, regarding the above-referenced account. Please be advised that T-Mobiletakes account security very seriously, therefore in order to protect ourcustomer's privacy and personal information, T-Mobile restricts how customerscan obtain information or make changes to accounts. Investigation of this issue has confirmedthat *** *** is not an authorized user on the account which isassociated with the mobile number he provided and as such, the account holderof record may add *** *** to the account by contacting T-MobileCustomer Care hours a day at ***. Additionally, he may have one of the authorized users on the accountcontact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to Mr.***. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. Lizette C***Executive Response

December 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 20, 2016, regarding the above-referenced accountT-Mobile regrets that Mr*** feels that our previous response was not sufficient to resolve the concerns presented in his letter to your agencyPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareAs mentioned in our previous correspondence, if any lines of service were cancelled within the last days, and then re-activated during the promotional time period, the new line of service would not be eligible for the “Friend and Family Lines On Us” promotion as they would not be considered new lines of serviceTherefore, it remains T-Mobile’s position that Mr***’s fourth line of service does not qualify for a free line of service due to the mobile number not being considered a new activationIt is important to note that Mr*** qualified and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two new Apple iPhone 6s 64GB devicesAt the time purchase, Mr*** agreed to a series of 24-monthly installments of $In an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to waive Mr***’s two Equipment Installment Plans (“EIP) to zero which would provide for a $monthly savings from his current monthly access charges in lieu of the Friend and Family Lines On Us promotionMr*** may accept this offer by contacting me directly at the number provided below or via email at ***@T-Mobile.com by December 31, 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***Very truly yours, T-MOBILE USA, INCAlberto V*** Executive Response