T-Mobile Usa Inc

February 6, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 January 26, 2017, regarding the above-referenced account. T-Mobile regrets to hear that Ms. [redacted] has concerns about the above-referenced account. Please be advised that on December 23, 2016, Ms. [redacted] visited the T-Mobile retail store to inquire about service. At that time, Ms. [redacted] provided the retail associate with personal information, such as her social security number, date of birth, and billing address and a request was processed to port in two lines of service from her then-current carrier. We regret that Ms. [redacted] was unaware that providing this personal information caused an account to be created and her lines ending in [redacted] and [redacted] to be ported from her wireless provider. T-Mobile records indicate that the above-referenced account was closed on December 30, 2016, and the line ending in [redacted] was ported back to her prior wireless provider. The account in question has a final balance due of $148.89 for the monthly recurring service charges. In order to amicably resolve the concern, T-Mobile has placed a credit on the account in the amount of $148.89. The closed account reflects a zero balance. 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Nikki S[redacted] Executive Response

May 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
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 30, 2017, regarding the above-referenced account.
T-Mobile is sorry to hear of Ms. [redacted]’ concerns with the ending of her lease agreement and the additional financing options provided. Please be advised that T-Mobile strives to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
T-Mobile records confirm that on August 17, 2015, Ms. [redacted] entered into a lease agreement with our JUMP! On Demand program “(JOD”) with one iPhone 6 device with 16GB of memory and one iPhone 6 Plus device with 16GB of memory. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. A customer may choose to purchase their leased device at any time during the 18-month lease term. A lease buyout must be completed at a Retail Location or through Customer Care. The customer is responsible for the remaining lease payments, the purchase option price and all applicable taxes. Once paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statement.
T-Mobile records confirm that Ms. [redacted] completed the 18-lease payments and her billing statement dated February 19, 2017, reflected two onetime charges in the amount of $174.33 and $203.94 for the purchase option for her iPhone 6 device with 16GB of memory and one iPhone 6 Plus device with 16GB of memory respectively.
Please be advised that for JOD customers who chose to keep their devices and that are facing the end of their lease T-Mobile provides an additional financing option called the Finance the Purchase Option Price. The Purchase Option Price is a no-interest, nine month installment plan to purchase their device. This is also referred to as Purchase Option Installment Plan (“POIP”). Taxes on POP are due at time of POIP creation. The Primary Account Holder and the Billing Responsible Party are the only ones who can set up POIP in all channels.
In reviewing Ms. [redacted]’ account our records confirm that Ms. [redacted] attempted to entered into the POIP in several occasions. Further review confirms that only one device; the iPhone 6 device with 16GB of memory was successfully entered into a POIP on April 27, 2017.
In regards to Ms. [redacted]’ concerns with her services being suspended, T-Mobile records confirm that the account was suspended for non-payment on March 30, 2017, and April 8, 2017. Please note that in both occasions services were restored same day and T-Mobile waive the restore from suspension fees each time.
In an effort to amicably resolve this matter, on May 10, 2017, T-Mobile credited both purchase option charges in the amount of $174.33 and $203.94 updating Ms. [redacted]’ account balance to $194.76 due by May 11, 2017. In addition, T-Mobile placed a hold in collections through May 19, 2017, to allow Ms. [redacted] additional time to remit payment. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted] Executive Response

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
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 19, 2017 regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted]s experienced regarding a non-return fee. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] was having issues with her service. As Ms. [redacted]’s can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day.
T-Mobile records confirm that Ms. [redacted] was provided with a Signal Booster in an attempt to improve her coverage at home. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.
As Ms. [redacted] mentioned in her letter to your office, the device was not returned to T-Mobile after the cancellation of the account. Accordingly, Ms. [redacted] was assessed a non-return fee of $289.00 on her billing statement dated June 8, 2017. It is T-Mobile’s position that the fee is valid and owed.
In an effort to amicably resolve Ms. [redacted]s concerns, on June 18, 2017, T-Mobile waived the above mentioned non-return fee. Accordingly, Ms. [redacted]’s account reflects a zero dollar balance and the account remains cancelled.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Lauren L[redacted] Executive Response

Revdex.com:
  Yes I did freceive a new phone on the 19th April/ 2017 I do think Revdex.com so much for all that you guys to to help little people

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.
Thank you Revdex.com . I have great appreciation for your services to consumers like me.Sincerely, [redacted]

November 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 8, 2016, regarding the above-referenced account. T-Mobile regrets any handset warranty replacement concerns Mr. [redacted] has experienced. T-Mobile records confirm that on October 24, 2016, Mr. [redacted] filed a handset warranty exchange for a replacement Apple iPhone 6 Plus 64GB Gold handset. Please be advised that currently the Apple iPhone 6 Plus 64GB Gold handset is on backorder. On November 16, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit of $226.87 to Mr. [redacted]’s account for monthly access charges from October 24, 2016, through November 23, 2016. Additionally, T-Mobile agreed to send Mr. [redacted] a replacement Apple iPhone 6S Plus 128GB Gold handset at no cost as long as he sends his defective Apple iPhone 6 Plus 64GB Gold handset back to T-Mobile within 30 days of the date of this letter using the prepaid shipping label that we provided. Upon receipt of the handset, T-Mobile will apply a credit of $794.99 for the replacement Apple iPhone 6S Plus 128GB Gold handset. In regards to Mr. [redacted]’s original handset warranty exchange, once the device is no longer on backorder, it will be shipped to Mr. [redacted]’s local T-Mobile retail location. After 14 days, the device will automatically be returned back to T-Mobile. It is recommended that Mr. [redacted] disregard any system generated text messages advising him to pick up his replacement handset. As of November 16, 2016, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

Tell us why here...
September 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
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 19, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding the This One is On Us offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Executive Response team.
However upon speaking with Mr. [redacted] on September 19, 2017, he confirmed he no longer was interested in the offer as he currently was taking advantage of the T-Mobile ONE Unlimited 55+ promotional rate plan. As a courtesy to Mr. [redacted], T-Mobile issued a credit in the amount of $240.00 due to the inconvenience. The credit reduced the account balance to a credit balance of $240.00. T-Mobile is glad to confirm that Mr. [redacted] accepted the credit as a resolution to his concerns and regrets any inconvenience to him.
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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

August 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your...

correspondence dated August 5, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with unlocking her equipment. Device unlock codes are available to customers who meet our eligibility requirements. In order to receive a device unlock code, customers must either have active postpaid or prepaid service, or, if service has been cancelled, must request the unlock code within 90 days of cancellation. Since Ms. [redacted] is not an active or recent customer, she is not eligible to receive an unlock code for her device. Nevertheless, in an effort to amicably resolve this issue, we have provided Ms. [redacted] with the unlock code for her Motorola V60 device. Pursuant to Ms. [redacted]’s request, we emailed the unlock code for her device to her at the email address provided in her correspondence to the Revdex.com. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

July 1, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            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 30, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
We regret to hear of Ms. [redacted]’s concerns regarding our Smartphone Equality Program.  Smartphone Equality is a program that T-Mobile has that allows customer either on our prepaid service or our no credit check service to move to a postpaid account after making 12 consecutive on-time payments on their existing account.  With the postpaid account customers would then qualify to finance equipment under our Equipment Installment Plan (“EIP”) with no down payment.
 
T-Mobile records reflect that Ms. [redacted]’s payment due July 29, 2015 was received on August 1, 2015.  Thus she has made 11 on-time payments and would not qualify for Smartphone Equality until one additional on-time payment was made.
 
However, in an effort to amicably resolve the matter, on July 1, 2016, T-Mobile has converted Ms. [redacted] to a postpaid account and allowed her to finance a new device on EIP with no down payment on the new account.  As a further courtesy to Ms. [redacted], T-Mobile has also credited the taxes normally due with any upgrade for this transaction.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
 
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contacts with T-Mobile regarding the matter.
 
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 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

October 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
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 19, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns within this correspondence.
T-Mobile regrets any ongoing billing concerns Ms. [redacted] has regarding the above-referenced account and we appreciate the opportunity to provide the necessary details. T-Mobile records indicate that on October 28, 2014, Ms. [redacted] activated her account with mobile numbers ending in 8592 and 9132. Ms. [redacted] is subscribed to the T-Mobile ONE rate plan at a cost of $110.00 per month which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 4G/LTE speeds depending on device capability. It is important to note that Ms. [redacted] is eligible to receive a $5.00 reduction per line of service if she is enrolled in the AutoPay feature; which, at this time, T-Mobile records indicate the account is not enrolled in AutoPay.
T-Mobile records confirm that on August 31, 2015, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering. Ms. [redacted] purchased a Samsung Galaxy Grand Prime for the total purchase price of $229.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was required to remit a down payment in the amount of $102.00; and, she agreed to a series of 24-monthly installment payments in the amount of $5.34. Additionally, on July 1, 2016, Ms. [redacted] purchased a Samsung Galaxy S6 Edge Gold handset on an EIP for the total purchase price of $329.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was required to remit a down payment in the amount of $180.00; and, she agreed to a series of 24-monthly installment payments in the amount of $6.25. Therefore, Ms. [redacted]'s monthly recurring charge was $121.59. It is important to note, that as of the date of this letter, the Samsung Galaxy Grand Prime handset has been paid off and will no longer be reflected on Ms. [redacted]’s billing statement moving forward.
At the time of purchase, T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. If 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 purchase. Please be advised that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During 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 device by contacting the manufacturer directly to discuss repair or replacement options. It is important to note that additional insurance features are available; however, T-Mobile records confirm that Ms. [redacted] elected not to add the insurance feature that covers, but is not limited to, liquid or physical damage to the handset. Please be advised that in Ms. [redacted]’s correspondence to your office she states that she contacted T-Mobile about a defective Samsung Galaxy S6 Edge handset. T-Mobile records indicate that on January 18, 2017, Ms. [redacted] contacted T-Mobile Customer Care about the handset overheating and cracking her screen. Ms. [redacted] was referred to Samsung whom is the manufacturer of the handset to inquire about the options available to her due to not having device protection through T-Mobile. Ms. [redacted] may contact Samsung directly at 800-726-7864.
In Ms. [redacted]’s correspondence to your office she states that her rate plan was changed without her authorization and that she was double billed in August 2017. Please be advised T-Mobile records confirm that Ms. [redacted] has changed her rate plan on several occasions and the account was fully verified by her and done with her consent. Additionally, T-Mobile records do not indicate Ms. [redacted] was double billed in the month of August 2017. It is important to note that Ms. [redacted] had a rolling past due balance month over month.
Please be advised that Ms. [redacted]’s account is billed by a system known as “bill current”, meaning that payment for services are paid in advance. T-Mobile records confirm that Ms. [redacted]’s billing cycle runs from the 29th of one month to the 28th of the following month and is due on the 21st after the bill cycle closes.
T-Mobile records confirm that Ms. [redacted]’s billing statement dated May 29, 2017, reflected a total balance due in the amount of $224.38. Please be advised that $112.33 was considered past due and consisted of monthly access charges, applicable taxes, and fees. Ms. [redacted] was assessed $112.05 in monthly access charges, as well as applicable taxes and fees for services between May 29, 2017, and June 28, 2017, which was due in full by June 21, 2017. Ms. [redacted] remitted a payment on June 3, 2017, in the amount of $56.16, and a payment in the amount of $56.17 on June 9, 2017. Please be advised Ms. [redacted] was charged a deposit in the amount of $20.00 during this bill cycle for changing the line of service she had from a Mobile Internet line to a voice line of service.
Ms. [redacted]’s billing statement dated June 29, 2017, reflected a total balance due in the amount of $263.44. Please note that $132.05 was considered past due. Ms. [redacted] was assessed $151.39 in monthly access charges, EIP charges, applicable taxes, and fees for services between June 29, 2017, and July 28, 2017, which was due in full on July 21, 2017. Ms. [redacted] remitted a payment in the amount of $55.00 on July 9, 2017, and a payment in the amount of $57.00 on July 16, 2017. Additionally, T-Mobile applied an account credit in the amount of $20.00 on July 9, 2017.
Ms. [redacted]’s billing statement dated July 29, 2017, reflected a total balance due in the amount of $253.03. Please note that $131.44 was considered past due. Ms. [redacted] was assessed $121.59 in monthly access charges, EIP charges, plus applicable taxes and fees for services between July 29, 2017, and August 28, 2017, which was due in full on August 21, 2017. Ms. [redacted] remitted a payment in the amount of $75.00 on August 29, 2017.
Ms. [redacted]’s billing statement dated August 29, 2017, reflected a total balance due in the amount of $301.33. Please note that $178.03 was considered past due. Ms. [redacted] was assessed $123.30 in monthly access charges, EIP charges, applicable taxes, and fees for services between August 29, 2017, and September 28, 2017, which was due in full on September 21, 2017. Please be advised that on August 30, 2017, T-Mobile applied a one-time courtesy credit in the amount of $100.00; and that Ms. [redacted] remitted a payment in the amount of $48.03 on September 18, 2017, and a payment in the amount of $40.00 on September 22, 2017, which resulted in a balance due of $113.30.
As such, as a means to amicably resolve Ms. [redacted]’s concerns, T-Mobile is offering to apply a one-time courtesy account credit in the amount of $30.00. Additionally, T-Mobile is offering to replace Ms. [redacted]’s handset at a cost of $175.00 which is the price of the deductible should Ms. [redacted] carry insurance on her handset. Should Ms. [redacted] wish to accept this offer, she may contact me directly at the number listed below no later than October 13, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

January 18, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence January 7, 2018, regarding the above-referenced file number. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns within this correspondence.
T-Mobile regrets any concerns Mr. [redacted] has regarding the Mobile Device Unlock of his iPhone 5 handset and we appreciate the opportunity to address his concerns. Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements. Such as, but are not limited to:
Prepaid Accounts
• The account must not be canceled
• The International Mobile Equipment Identifier (“IMEI”) must not be blocked
• Device is a model sold by T-Mobile
Postpaid Accounts
• IMEI is not blocked
• Account must be in good standing
• If the account is canceled, the account balance must be zero
• The device is paid in full
T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution. We request that Mr. [redacted] contact our office directly at the number below to discuss this matter. 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted] Executive Response

June 19, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               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 5, 2017, regarding the above-referenced account.  We are pleased to report that we have contacted Ms. [redacted] and are actively working to address her concerns.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding her coverage experience. Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.    It is important to note however, that T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues.    As Ms. [redacted] has stated that this has not been her experience within the coverage area, on June 9, 2017, T-Mobile has engaged our local engineering team to perform additional troubleshooting of her location and equipment. On June 16, 2017, T-Mobile found that Ms. [redacted]’s coverage area is dominantly serviced with by our LTE signal and that Ms. [redacted] had not enabled LTE on the device, which could have caused Ms. [redacted] not to receive the best service available. As such, T-Mobile provided Ms. [redacted] with the troubleshooting steps to enable the LTE service on her device and we will continue to monitor her experience.   Although, it is T-Mobile’s position that Ms. [redacted] has been billed accordingly based her usage and selected rate plan and service, as a gesture of goodwill and in an effort to amicably resolve her concerns, T-Mobile has issued a one-time credit for $50.00 for half of her monthly charges. We will continue to work with Ms. [redacted] and ensure that her service fits her needs.   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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

May 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
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 April 22, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. Our records confirm that Ms. [redacted] activated her account on January 7, 2017, with the mobile number ending in [redacted], which was ported-in from another provider. At the time of Ms. [redacted]’s activation, she used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 7 Plus handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Ms. [redacted] remitted a down payment in the amount of $19.99, and agreed to 24 monthly installments in the amount of $31.25 for the remaining device balance. Additionally, at the time of Ms. [redacted]’s handset purchase, she traded-in a Samsung Galaxy Note 5 handset, for a trade-in credit of $150.00. This trade-in credit was issued to Ms. [redacted] account as a bill credit on February 21, 2017.
In Ms. [redacted]’s correspondence, she indicated that following her activation of service, she participated in our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom program reimburses consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to twelve lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our EIP, but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. Please note that per the terms of the Carrier Freedom program, any trade-in credits issued will be deducted from the reimbursement amount issued.
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
Our records confirm that Ms. [redacted]’ submission for the Carrier Freedom reimbursement program was received and upon review on April 11, 2017, T-Mobile confirmed qualified charges in the amount of $200.00. Due to the previously-issued trade-in credit of $150.00, on April 11, 2017, T-Mobile issued a reimbursement to Ms. [redacted] in the amount of $50.00. This reimbursement was sent to Ms. [redacted] as a prepaid card, and would have been delivered within ten business days. It is T-Mobile’s position that based the above, Ms. [redacted] has been reimbursed according to the terms of the Carrier Freedom program.
However, in an effort to amicably resolve Ms. [redacted]’ concerns, on May 5, 2017, T-Mobile issued a credit to her account in the amount of $150.00, for the amount the reimbursement was deducted for the device trade-in credit. Ms. [redacted]’ account remains active, with a credit balance of $150.00 at this time. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

March 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted] and [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 15, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns he experienced regarding his accounts. Our records confirm that Mr. [redacted] activated account number [redacted] on November 30, 2016, with a mobile internet line of service ending in [redacted]. A deposit in the amount of $10.00 was required at that time. Mr. [redacted] subscribed to our Simple Choice North America No Credit Check Mobile Internet 14 GB rate plan at $65.00 monthly. Mr. [redacted] was also subscribed to device protection at $5.00 monthly. On December 7, 2016, our records confirm that Mr. [redacted] activated account number [redacted], for a mobile internet line of service ending in [redacted]. This line of service was also subscribed to our Simple Choice North America No Credit Check Mobile Internet 14 GB rate plan at $65.00 monthly.
Our records confirm that Mr. [redacted]’s account number [redacted] was cancelled on February 4, 2017, due to nonpayment. Following the cancellation of service, the balance owed was in the amount of $71.51. As this balance remained outstanding, on March 13, 2017, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. A collection fee in the amount of $17.88 was assessed to the account, bringing the balance owed to $89.39. Mr. [redacted]’s account number [redacted] was cancelled on February 15, 2017, due to no usage on the line of service. The balance owed on the account following cancellation was $5.42. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, on March 21, 2017, T-Mobile issued a credit in the amount of $89.39 to account number [redacted] and a credit in the amount of $5.42 to account number [redacted]. As such, both accounts remains closed with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: this entire reply is false information. I have continued to experience dropped calls on all of my lines and I was informed by Martin in the office of the President that this would continue for the next three months while T-Mobile worked to update their voice over LTE SERVICE. I was also told by Martin in the office of the President that he would call me back. I have left him three messages with no rerun call over he last three days. The credit mentioned in his email is not a prorated amount for services but rather a credit to the account because they disconnected my service after I was told that I would be put on a payment plan while they investigate this issue. They charged me $20 per line plus tax and I have three lines. The other credit was due to charges in my account Jay I should not have including an iPhone 5c that T-Mobile has been charging me for for over a year. I I pay for unlimited services because I need my phone at all times of day and night. To calculate the usage in my account does not explain the times that I was not able to use my phone which is the issue at hand. I should not have to pay for tmobiles upgraded system when I am not able to use my phone when I need to use my phone. I am again requesting that my bill be reduced by half for the new three months while T-Mobile is working on tjeir tower issue. Sincerely,[redacted]

Revdex.com:I have reviewed the response in reference to complaint ID [redacted]. My credit card account does reflect the reimbursement for taxes paid on both handsets and I'm glad to see that the second handset, which was sent to the Fort Worth warehouse with the first handset, on the same day in October, within the same return time-table as the other, was also found. As I owe nothing and my account with T-Mobile is at zero, I consider this case closed. Thank you.Sincerely, [redacted]

July 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 July 18, 2016, regarding the above-referenced account. T-Mobile makes every effort to provide complete and accurate information to our customers on each interaction. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Retail Store. T-Mobile’s JUMP! On Demand (“JOD”) is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. A lease may be initiated by either the Billing Responsible party or any Authorized User on an account. When a phone is subject to a lease, T-Mobile, not the customer, owns the phone. The rolling twelve month period during which a customer may upgrade three times begins when the customer completes their first JOD upgrade. JOD does not include handset insurance, or Premium Handset Protection, which may be added separately within 14 days of beginning a lease. An insurance claim was completed on May 16, 2016, to replace an Apple iPhone 6 64GB Gold handset. Customers who want to make a JOD upgrade must upgrade to a different model or memory size phone. On May 14, 2016, T-Mobile’s retail location agreed to complete a JOD by allowing a trade from an Apple iPhone 6 64GB Gold handset to an Apple iPhone 6 64GB Gray handset. T-Mobile records do not indicate that the deferred return handset has been received at T-Mobile’s National Return Center. A customer may choose to purchase their leased device at any time during the 18-month lease term. A lease buyout must be completed at a Retail Location or through Customer Care. The customer is responsible for the remaining lease payments, the purchase option price and all applicable taxes. Once paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statement. In an effort to resolve this matter amicably, T-Mobile closed the JOD lease for the Apple iPhone 6 4GB Gold handset. In addition T-Mobile applied an account credit of $55.52, for the lease payments and applicable taxes assessed in the May 27, 2016, and June 27, 2016, billing statements, for this handset. The account credit results in a credit balance of -$55.52, reflected on the account. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

February 23, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Richard L[redacted] Your File No. 12681784
T-Mobile Account No. 937801684
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. L[redacted] has experienced. T-Mobile records indicate Mr. Libby’s three lines of service were subscribed to our Simple Choice 6 GB promotional family plan for $100.00 per month for two lines of service, and $20.00 per month per additional line of service. T-Mobile records further indicate that Mr. L[redacted] purchased the following equipment using our Equipment Installment Plan (“EIP”) offering;
• A Samsung Galaxy Grand Prime on October 11, 2015, for mobile number ending 9777 with a down payment of $18.00 and 24 monthly installments of $8.84,
• A Samsun Galaxy J 7 handset on August 30, 2016, for mobile number ending 6551 with a down payment of $18.00, and 24 monthly installments of $9.25,
• An LG Aristo on March 14, 2017, for mobile number ending 4581 with 24 monthly installments of $5.00,
• A JBL Xtreme Black Speaker on May 19, 2017, for mobile number ending 4581 with 24 monthly installments of $12.50,
• An LG G6 handset on May 4, 2017, for mobile number ending 9777 with a down payment of $20.00 and 24 monthly installments of $20.00,
On September 18, 2017, Mr. L[redacted] initiated a Change of Responsibility (“COR”) for his mobile numbers ending 6551 and 4581. However, the new potential new account holder did not complete the COR. As such, the two lines of service continued to bill according to the selected rate plan.
As such, Mr. L[redacted] was sent a billing statement dated October 9, 2017, in the amount of $279.66 which consisted of a past due balance of $104.97, as well as new monthly recurring charges of $174.69 for services form October 10, 2017, through September 9, 2017, which was due on November 2, 2017. Please note that the final monthly charge of the Grand Prime handset was indicated on that billing statement.
Following a payment of $125.00 on November 6, 2017, Mr. L[redacted] was sent a billing statement dated November 9, 2017, in the amount of $337.00, which was due on December 2, 2017. That balance consisted of a past due balance of $154.66, an $8.00 payment assistance fee, as well as new monthly recurring charges of $174.34 for services form November 10, 2017, through December 9, 2017.
Following two payments totaling $230.00 on November 29, 2017, and December 4, 2017, and credits totaling $23.53 during the billing cycle, Mr. L[redacted] was sent a billing statement dated December 9, 2017, in the amount of $280.01, which was due on February 2, 2018. That balance consisted of a past due balance of $83.47, two payment support fees of $8.00 each, as well as new monthly recurring charges of $180.54 for services form December 10, 2017, through January 10, 2018.
Pursuant to Mr. Libby’s request on January 8, 2018, T-Mobile cancelled his mobile number ending 6551. Please note that the remaining two mobile numbers continued to bill normally. On January 11, 2018, T-Mobile received a payment of $70.00 towards the remaining balance of the EIP for the LG Aristo handset associated with mobile number ending 4581, and the EIP was closed. At that time, T-Mobile also issued credits of $49.32 for the previously billed charges of the mobile number ending 4581, reducing the balance owed to $230.69. Following a payment of $238.69 on January 3, 2018, the account was reduced to a credit balance of $8.00. Please note Mr. L[redacted] was billed an $8.00 payment support fee, and was scheduled to be absorbed by his overpayment.
Accordingly, Mr. L[redacted] was sent a billing statement dated January 9, 2018, in the amount of $132.97, which consisted of new monthly recurring charges of $132.97 for services form January 10, 2018, through February 9, 2018, as well as the $8.00 payment support fee and associated overpayment, which was due on February 2, 2018.
Following a conversation with our Customer Care on January 27, 2018, T-Mobile offered Mr. L[redacted] a grandfathered promotional Simple Choice Family Match 6GB rate plan for $70.00 per month for two lines of service per month plus applicable taxes. That offer was accepted, effective February 10, 2018.
On February 3, 2018, Mr. L[redacted] accessed his account portal at my.t-mobile.com and subscribed to our free of charge AutoPay feature. AutoPay is a no-cost feature that automatically deducts the balance owed on the account up to three days prior to the associated account due date using a stored payment method provided by Mr. Libby, and was to be effective within two billing cycles.
As T-Mobile did not receive a payment towards the billed balance, Mr. L[redacted] was sent a billing statement dated February 9, 2018, in the amount of $255.60 which consisted of a past due balance of $132.97 as well as new monthly recurring charges for services from February 10, 2018, through March 9, 2018.
After speaking with Mr. L[redacted] on February 16, 2018, T-Mobile cancelled him mobile number ending 4581 the same day, pursuant to his request. Additionally, Mr. L[redacted] selected our T-Mobile ONE Taxes Included rate plan for $70.00 per month after AutoPay discount. In an effort to amicably resolve Mr. Libby’s concerns, T-Mobile offered a credit of $140.00 toward the billed charges of mobile number ending 4581 since the COR was requested.
Mr. L[redacted] accepted this offer as resolution in full for his concerns. As of the date of this letter, Mr. Libby’s account reflects a balance of $115.60, which is scheduled to charge his AutoPay payment method up to three days before the associated due date of March 2, 2018. Mr. Libby’s estimated monthly bill moving forward is $102.50. T-Mobile regrets any inconvenience to Mr. L[redacted] and we appreciate the opportunity to address 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 877-290-6323 ext. 341-8024.
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. Please be advised that T-Mobile records reflect that Mr. [redacted] had four voice lines on the Simple Choice Unilimited Talk, Text, and 10 GBs of 4G/LTE high speed data.
T-Mobile records confirm that Mr. [redacted] canceled his mobile numbers ending in [redacted] and [redacted] on July 12, 2016, when he ported them to another service provider. Mr. [redacted] then canceled mobile number ending in [redacted] on September 25, 2016 by porting it to a new service provider.
It is important to note that T-Mobile has no record of Mr. [redacted] requesting either a rate plan change or cancellation for the mobile number ending in [redacted] prior to January 17, 2017. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. As such, per Mr. [redacted]’s request, the mobile number ending in [redacted] was canceled when the billing cycle was completed on February 10, 2017.
Upon speaking with Mr. [redacted] on April 11, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $933.08 to cover his final balance. Please note that Mr. [redacted]’s remains canceled with a zero balance. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change.
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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Further training should be provided to all Tmobile employees to prevent these miscommunications.Sincerely, [redacted]