T-Mobile Usa Inc

September 7, 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 August 26, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] may have encountered regarding her account. Please be advised that on September 14, 2011, Ms. [redacted] activated the account with one line of service. At the time of activation Ms. [redacted] agreed to a 24 month commitment. If Ms. [redacted] were to cancel her service prior to the end date of her commitment her account would be assessed an early termination fee of $200.00 plus tax.
On April 2, 2012, replacement equipment was ordered for Ms. [redacted]’s non-working Samsung Galaxy S4G handset, and it was shipped to her on April 3, 2012. On May 2, 2012, a second order was completed to replace Ms. [redacted]’s Samsung Exhibit 2 handset, and it was shipped to her on May 3, 2012. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such, Ms. [redacted] was charged $307.83 for the non-return fee and applicable taxes for the Samsung Galaxy S4G device. In addition, Ms. [redacted] was charged $278.01 for the non-return fee and applicable taxes for the Samsung Exhibit 2 device. It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchanges were processed.
Please be advised that a billing statement dated July 15, 2012, was sent to Ms. [redacted] reflecting a balance of $781.07 due on August 7, 2012. This balance consisted of the monthly recurring charges (“MRC”) for services rendered from June 15, 2012, through July 14, 2012, premium services, non-return fees, taxes and fees. T-Mobile records indicate that on August 22, 2012, a payment of $110.21 was posted to Ms. [redacted]’s account updating the balance to $670.86, in which was considered past due. Subsequently, as Ms. [redacted]’s account remained past due on August 15, 2012, T-Mobile suspended the account’s ability to place outbound calls. A billing statement dated August 15, 2012, was sent to Ms. [redacted] reflecting a balance of $826.98 due on September 7, 2012. This balance consisted of the MRC for services rendered from July 15, 2012, through August 14, 2012, premium services, restore from suspend fees, a late fee, the past due balance, taxes and fees. As Ms. [redacted] did not remit payment, on August 24, 2012, T-Mobile suspended Ms. [redacted]’s account in full.
Please be advised that on August 27, 2012, T-Mobile received the non-working equipment. However, as this was beyond the allotted seven days, it was T-Mobile’s position that the non-return fees remained valid. Furthermore, on September 6, 2012, Ms. [redacted]’s account was cancelled for non-payment. A final billing statement dated September 15, 2012, was sent to Ms. [redacted] reflecting a balance of $1,027.59 due on October 7, 2012. This balance consisted of the pro-rated MRC for services rendered from August 15, 2012, through September 14, 2012, an early termination fee, the past due balance, taxes and fees. Unfortunately, Ms. [redacted]’s account remained past due; therefore, on October 18, 2012, the account was referred to Sunrise Credit Services for collection attempts. T-Mobile records confirm that on August 27, 2015, a credit of $23.98 was issued to Ms. [redacted]’s account updating the account balance to $1,003.61. On September 5, 2017, Ms. [redacted]’s account was reassigned to Convergent Outsourcing Inc. T-Mobile’s review of this matter has confirmed that Ms. [redacted] has been billed appropriately.
Nevertheless, as a gesture of goodwill and in an effort to amicably resolve this matter, on August 30, 2017, T-Mobile issued a credit of $1,003.61 to the account for Ms. [redacted]’s inconvenience and to cover for the non-return fees. This credit has left a zero balance on the account. Please note that 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
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.
Mercedes V[redacted]
Executive Response

May 3, 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 20, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter
T-Mobile sincerely regrets any inconvenience Ms. [redacted] experienced regarding her handsets and return. T-Mobile records show that on March 2, 2017, Ms. [redacted] ordered a ZTE Z Max device on an Equipment Installment Plan (“EIP”) which had an upfront payment due at the time of purchase in the amount of $157.36. On April 19, 2017, T-Mobile received the ZTE device at our returns center and the associated EIP was closed. Please be advised that on April 27, 2017, T-Mobile processed a refund for the payment made at the time of purchase; this refund will received within seven to ten business days.
It is important to note that on March 30, 2017, Ms. [redacted] contacted T-Mobile Customer Care and at that time, a Samsung Galaxy S7 Edge device was ordered. The upfront cost in the amount of $336.00 was billed to the T-Mobile account and a payment was not collected from Ms. [redacted] for the out of pocket cost. Ms. [redacted], did however, agree to place the remaining equipment balance on EIP.
T-Mobile records show the Samsung Galaxy S7 Edge device was delivered to our returns center on April 25, 2017. T-Mobile has adjusted the billed charges for the equipment in full and closed the associated EIP. Following this adjustment, the account currently reflects a balance of $244.40 due by May 6, 2017. 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.
Jamen F[redacted]
Executive Response

February 25, 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 February 24, 2016, regarding the above-referenced account. We regret any coverage issues Mr. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. Please be advised that there are several factors that can affect actual service quality and availability.. T-Mobile has reviewed Mr. [redacted] coverage area and confirms that he is in an area with 4G LTE coverage and no known issues. On January 26, 2016, as part of T-Mobile’ s troubleshooting and in efforts of resolving Mr. [redacted] coverage concerns, our records confirm that the System Identifying Module (“SIM”) card to his account was updated in which Mr. [redacted] has confirmed that there has been coverage improvements but it has not fully resolved the issue. Upon T-Mobile receiving indications of coverage issues, T-Mobile troubleshoots services to rule out the possibility of network or handset related issues. In review of Mr. [redacted] concerns regarding the dropped calls, T-Mobile has determined that it may potentially be his device. Please note that by purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. Our records confirm that Mr. [redacted] is using an Apple iPhone 5S that is no longer under T-Mobiles limited warranty; as such, T-Mobile recommends testing the SIM card on a different device, and looking at handset upgrade options which were discussed with Mr. [redacted]. Although T-Mobile is unable to confirm that the issue is network related, as a courtesy to Mr. [redacted], and in an effort to amicably resolve the matter, T-Mobile agreed to issue a credit of $50.00 to his account in lieu of a month of service free which is currently reflecting as a credit balance to his account. 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. Sacny A[redacted] Executive Response

June 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns Ms. [redacted]’s has continued to experience regarding the price of her rate plan. T-Mobile contacted Ms. [redacted] on June 27, 2017, and pursuant to the phone conversation, T-Mobile advised Ms. [redacted] that we have agreed to honor the promotion she was receiving on her prior account to ensure her rate plan charges will be $110.00 per month for three lines before AutoPay. T-Mobile further advised that a credit of $110.00 was applied on June 20, 2017, to cover the cost of the [redacted] line since account activation on April 10, 2017.
T-Mobile records confirm that the June 10, 2017, billing statement reflected current charges due in the amount of $110.00 and this included a bill credit of $45.00 for the line ending in [redacted]. T-Mobile will further monitor the account for the next billing statements to ensure Ms. [redacted]’s account is receiving appropriate bill credits so that she may enroll her account into AutoPay services. As an additional courtesy, T-Mobile has applied an additional credit of $40.00 for the $10.00 Ms. [redacted] account is currently not receiving in AutoPay discounts since activation on April 10, 2017. Following this adjustment, the account currently reflects a credit balance of $40.00 which will apply towards future bill charges. T-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 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.
Jamen F[redacted]
Executive Response

May 25, 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 May 15, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced during the time he was a T-Mobile customer. T-Mobile records confirm that on February 26, 2017, Mr. [redacted] started service; shortly thereafter on March 6, 2017, Mr. [redacted] cancelled service. Following cancellation Mr. [redacted]’s account reflected a final balance due of $130.00 for service charges from activation through cancelation. T-Mobile records confirm that on May 16, 2017, T-Mobile adjusted the account charges in the amount of $130.00 and Mr. [redacted]’s account currently shows as cancelled in good standing with a zero balance.
T-Mobile contacted Mr. [redacted] on May 18, 2017, and advised that all services have been adjusted previously. T-Mobile regrets any inconvenience to Mr. [redacted] and we hope to serve him again in the future.
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.
Jamen F[redacted]
Executive Response

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

January 18, 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 January 15, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her handset replacement. T-Mobile records indicate that on December 15, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Z3 handset and a Samsung Galaxy Avant handset. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment for either handset; however, she agreed to pay $70.73, which is for the taxes on the full retail price of both handsets. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $26.25 for the Sony Xperia Z3 and $9.60 for the Samsung Galaxy Avant, which appeared on the first bill following the purchase of the device. T-Mobile records confirm that at the time of purchase, Ms. [redacted] added the JUMP! 2 Bundle feature to her mobile number ending in 6080. The JUMP! 2 feature provides Ms. [redacted] all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in her current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. It is important to note that all enrolled customers receive an informational packet from Assurant Solutions Inc., the provider of Ms. [redacted]’s insurance, detailing their terms and conditions as well as any deductibles required at the time of an insurance claim. On March 28, 2015, Ms. [redacted] processed an insurance claim for her non-working handset, through Assurant Solutions, Inc. At the time of Ms. [redacted]’s claim, she was required to pay a deductible of $175.00, and a replacement Sony Xperia Z3 handset was mailed to her. T-Mobile records indicate that on January 4, 2016, Ms. [redacted] filed a claim with Assurant Solutions, Inc. for the Sony Xperia Z3, citing physical damage to the LCD screen. Unfortunately, Ms. [redacted] did not complete the claim by making payment for the $175.00 deductible, but instead disputed the deductible, stating that she was not aware of the deductible prior to the call. Therefore, no replacement handset was sent to her. It is T-Mobile’s position that Ms. [redacted] was made aware of the deductible prior to the second claim that was processed, and deems the deductible as valid and owed. Nevertheless, as a courtesy to Ms. [redacted], and in an effort to amicably resolve the matter, on January 11, 2016, T-Mobile applied a courtesy credit of $168.02, to Ms. [redacted]’s T-Mobile account balance, for the billing cycle charges from November 17, 2015, through December 16, 2015, reducing the account to a zero balance. Ms. [redacted] may complete her claim and pay the $175.00 deductible, by contacting Assurant Solutions, Inc. at, 866-866-6285. It is important to note that by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on November 19, 2015, for her Samsung Galaxy Avant handset, on the mobile number ending in [redacted]. As Ms. [redacted] did not have insurance on the mobile number ending in [redacted], she was required to pay a service warranty processing fee, in the amount of $20.00, plus applicable taxes, which was charged on the following billing cycle, dated December 17, 2015. In an effort to amicably resolve the matter, on January 3, 2016, T-Mobile applied a courtesy credit of $20.00 to Ms. [redacted]’s account. Additionally, T-Mobile applied a courtesy credit of $105.60 to Ms. [redacted]’s remaining EIP balance on the Samsung Galaxy Avant, reducing the EIP to a zero balance. Ms. [redacted] has accepted this as a resolution to her 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. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[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 20, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Ms. [redacted] had when attempting to get her devices unlocked and we appreciate the opportunity to review and address her concerns. A Mobile Device Unlock is available to customers who meet our eligibility requirements. A review of the account confirms that on June 8, 2017, we received a request for a Mobile Device Unlock for the iPhone 6 Plus with International Mobile Equipment Identifier (“IMEI”) number [redacted] used under the mobile number ending in [redacted] and the iPhone 6S with IMEI number [redacted] used under the mobile number ending in 2238. However, at that time, T-Mobile advised Ms. [redacted] that the account was not eligible for a Mobile Device Unlock as it reflected a past due balance.
Nonetheless, in an effort to amicably resolve this matter, on June 21, 2017, T-Mobile initiated a Mobile Device Unlock request for the above mentioned devices.
Please be advised that both of the iPhone devices can only be unlocked by using the Device Unlock app in the device itself. There is no unlocking code available. Ms. [redacted] must be connected to the internet via a cellular network prior to completing the following steps:
If Ms. [redacted] has a non-T-Mobile SIM card:
• Insert the non-T-Mobile SIM Card
• Complete the setup process.
If Ms. [redacted] uses a T-Mobile SIM card, she must follow the steps below:
• Backup the iPhone using iTunes.
• When she has completed a backup, she may erase the iPhone.
• When Ms. [redacted] sees the Welcome screen, she may connect the device to iTunes.
If successfully unlocked, the message “Congratulations, your iPhone has been unlocked” will display. Additional information for unlocking Apple iPhone devices can be located at
https://support.apple.com/en-us/HT201328.
Our records confirm that on June 20, 2017, the account was canceled when both mobile numbers on the account were ported to another service provider.
The billing statement dated June 5, 2017, had a balance of $389.17 which included a past due balance of $209.34 from the prior billing statement dated May 5, 2017, monthly recurring charges, late fees, restore from suspension fees, the applicable taxes and fees billed from June 5, 2017, to July 4, 2017. It is important to mention that on June 7, 2017, a payment of $300.00 that was remitted to the account on June 1, 2017, was returned unpaid to T-Mobile. As a result, as of June 21, 2017, the account reflects a balance of $764.51 which consists of the balance reflected on the above mentioned billing statement, the returned payment of $300.00, return payment fee and two restore from suspension fees including taxes totaling $75.34. It is T-Mobile’s position that the balance of $764.51 is valid and owed.
Upon speaking with Ms. [redacted] on June 21, 2017, she explained that she traded-in both her iPhone devices to her new service provider and requested that T-Mobile to reimburse her for the purchase of new devices with her new carrier. T-Mobile respectfully declines Ms. [redacted]’s request; however, we agreed to issue a onetime courtesy credit of $200.00 towards the balance owed of $764.51. Although Ms. [redacted] declined our offer, T-Mobile will extend this offer for a period of 30 days should she reconsider our offer. Please note that a final billing statement has yet to be generated on the account after July 5, 2017.
T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
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.
Aika A[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. Please find attached documentation of cellspot return.Sincerely, [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Date Sent: 4/25/2016 6:08:50 PMApril 25, 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 April 14, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concern within this letter. T-Mobile regrets any concerns to Ms. [redacted] in regards to her handset. As previously stated in our April 13, 2016 response, T-Mobile Customer Care did perform all the possible trouble shooting along with Ms. [redacted] that were not able to fix the issue in regards to the Geofences Error code she is receiving. Thus Ms. [redacted] was shipped out two warranty exchanges on March 11, 2016, and the other on March 19, 2016. Please note that the issue Ms. [redacted] is experiencing is due to a software issue and not a T-Mobile issue. In an effort to amicably resolve this matter out of procedure to provide the UN-Carrier experience, T-Mobile agrees to exchange Ms. [redacted]’s Samsung Galaxy Note 4 to a comparable handset. Ms. [redacted] has thirty days of the date of this letter to contact me at the number below to take advantage of this offer. 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. Oscar T[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.
Even though the statement that my husbands credit card has never been charged is not correct, the outcome (refund of unauthorized charge to my t-mobile account) did resolve the issue.
Sincerely, [redacted]

July 4, 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 21, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of records is [redacted] and [redacted] has been designated an authorized user.
T-Mobile regrets any handset concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] purchased an LG G5 handset on February 21, 2017, using our Equipment Installment Plan (“EIP”) offering. At the time of purchase, Ms. [redacted] was required to make a down payment of $48.00, and agreed to 24 monthly payments of $15.00. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on June 16, 2017, and June 20, 2017. Please note that Ms. [redacted] has not completed the second Warranty exchange, and it is still pending pickup, as of the date of this letter.
On June 5, 2017, Ms. [redacted] agreed to a payment arrangement of the following terms: a payment in the amount of $144.23 due on June 19, 2017, and a second payment of $144.23 due on July 3, 2017. Please note that while a payment arrangement is active, an account is temporarily ineligible to place new equipment orders, including warranty exchange and new handset orders using EIP.
Following a conversation with Mr. [redacted] on June 24, 2017, T-Mobile offered to accept the return of the LG G5 handset in like new condition, for credit of the remaining EIP balance. Additionally, T-Mobile agreed to complete a new handset purchase order using our EIP offering for an LG G6 handset, and issued a credit for the associated down payment, upgrade support fee, and taxes of the LG G6 handset, as a courtesy.
Mr. [redacted] accepted this offer. As the account was actively engaged in a payment arrangement, the agreed upon resolution will be completed on July 4, 2017, following the fulfillment of the payment arrangement. Additionally, Mr. [redacted] was advised to contact me directly, should the payment arrangement of the account be fulfilled prior to July 4, 2017, in order to complete the order for the LG G6 and return of the LG G5 handset. T-Mobile regrets any inconvenience to Ms. [redacted] and Mr. [redacted], and we appreciate the opportunity to address their 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. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

April 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 5, 2018, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.T-Mobile regrets any inconvenience to Ms. [redacted] regarding her promotion concerns. The promotion that Ms. [redacted] is referring to in the letter to your office is our 2018 Q1 Apple BOGO offer.  New and existing postpaid customers who buy an iPhone 7, 7 Plus, 8, 8 Plus, or X can get another iPhone 7, 7 Plus, 8, 8 Plus, or X, of equal or lesser value, at no cost via a one-time rebate; please note the maximum rebate is $700.00.  As can be expected, several requirements must be met in order to qualify for this offer.On February 26, 2018, records indicate that Ms. [redacted] ported in two lines of service and was subscribed to the T-Mobile ONE rate plan.  Further records indicate that, on February 26, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 8 64GB handsets.  Please be advised that Ms. [redacted] traded in a device with an IMEI [redacted]. T-Mobile has no record of this device being returned to our warehouse which disqualifies Ms. [redacted] to our BOGO promotion. T-Mobile regrets any inconvenience to Ms. [redacted]. However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile provided a $700.00 rebate on April 8, 2018. Ms. [redacted] should allow up to three business days to receive the funds into her bank account. 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.Vanessa C[redacted]Executive Response

May 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 May 10, 2017, regarding the above-referenced account. We are pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets the concerns that Ms. [redacted] may have experienced with the cancellation of her account and refund. Our records reflect that Ms. [redacted] activated her service on April 15, 2017, with two lines of service. Ms. [redacted] was subscribed to the 2 Lines T-Mobile ONE All In Promo for $110.00 taxes included. Additionally, she subscribed to T-Mobile ONE plus feature for $5.00 on each line and the JUMP! feature on line ending in [redacted].
Pursuant to Ms. [redacted]’s request, T-Mobile closed her account on April 22, 2017, within the buyer’s remorse period and Ms. [redacted] returned her equipment to the T-Mobile retail location. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com.
As stated in our Return Policy:
“You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).”
Based upon the return of Ms. [redacted]’s equipment, she was charged a $50.00 restocking fee on April 22, 2017.
T-Mobile records confirm Ms. [redacted] did make a payment in the amount of $50.00, on April 15, 2017, via electronic check as a prepayment. Ms. [redacted] was set up on auto payment with her checking account ending in 0192. Therefore, T-Mobile drafted a payment for Ms. [redacted]’s first billing statement dated April 17, 2017, in the amount of $118.99 on May 7, 2017. However, due to an inadvertent billing error, T-Mobile drafted a second payment in the amount of $118.99 on May 8, 2017, for total auto payment draft of $237.98.
Our records confirm that T-Mobile has refunded the second payment of $118.99 on May 11, 2017. Upon speaking with Ms. [redacted], she has confirmed that the refund has been received in her bank account in the amount of $118.99. T-Mobile has also issued a refund of $118.99 for the payment remitted on May 7, 2017. This was done by our Customer Care team on May 15, 2017, please note the refund is being sent via a prepaid card and should be received within ten business days.
Upon speaking with Ms. [redacted] on May 16, 2017, in an effort to resolve her concerns, T-Mobile has issued an additional refund in the amount of $85.00. Please note this refund consisted of Ms. [redacted]’s prepayment of $50.00 posted on April 15, 2017, and an overdraft fee of $35.00 charged due to T-Mobile’s administrative billing error. This is being refunded via prepaid card and should be received within ten business days. Please note Ms. [redacted]’s account reflects a zero balance with no monies owed to T-Mobile. T-Mobile regrets an inconvenience caused 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.
Sharon B[redacted] Executive Response

January 18, 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 January 7, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience that Ms. [redacted] experienced regarding her account cancellation. Regretfully, T-Mobile records confirm that no requests to cancel the service were made during the timeline as stated in Ms. [redacted]’s correspondence. Furthermore, pursuant to T-Mobile’s Terms and Conditions, only the account holder can request cancellation of their billing account. T-Mobile records confirm that on November 9, 2015, we received a payment in the amount of $240.77. Please note that on November 23, 2015, T-Mobile moved the mobile numbers ending in [redacted], [redacted] and [redacted] over to Prepaid accounts; and as a result, cancelled the above referenced account. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has issued a credit in the amount of $59.77, equivalent to the remaining balance on Ms. [redacted]’s account. Please note that Ms. [redacted]’s account remains cancelled with 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. Ruben A[redacted] Executive Response

December 24, 2015 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 16, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction. 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. T-Mobile records indicate that Ms. [redacted] added the $8.00 Premium Handset Protection feature when she opened her prepaid account in September of 2013. As Ms. [redacted] may be aware, T-Mobile’s handset insurance feature is offered by Asurion, a third-party vendor. As Ms. [redacted] had equipment protection on the account, she had the choice to process a claim through Asurion. Please be advised that Asurion has Terms and Conditions separate from T-Mobile. Any questions regarding Asurion’s policies or processes need to be directed to Asurion, who can be reached at 866-268-7221. T-Mobile regrets that Ms. [redacted]’s insurance claim was denied. Nevertheless, in an effort to amicably resolve this matter, on December 21, 2015, T-Mobile refunded Ms. [redacted] $216.00 for 27 months of the $8.00 Premium Handset Protection feature. Please note it may take seven to ten business days to receive the refund in the form of a prepaid debit card to the address provided in the correspondence to your agency. Upon speaking with Ms. [redacted] she accepted this as resolution to her issue. 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. Zachary S[redacted] Executive Response

Complaint: [redacted]
Dear Sir/Madam:I apologize  for not being able to response this complaint due to travelling. I found the case has been closed and I am not able to add my response. So I would like to response through email.1. The explanation of root cause from T-Mobil is inaccurate: “According to our records, on November 1, 2016, Mr. ** activated the mobile internet line ending in [redacted]. On November 23, 2016, Mr. ** activated the voice line ending in [redacted]. Please be advised that the line ending in [redacted] is an add-on-line on the account and it is charged an additional $40.00 per month. The mobile internet line ending in [redacted] is subscribed to our Simple Choice North America MI 6 GB rate plan for $35.00 per month. Regrettably, Mr. ** is only eligible for the 2016 Friends and Family 2 lines On Us promotion under the mobile internet line ending in [redacted], as the line of service ending in [redacted] was not activated during the promotional timeframe. Nonetheless, a review of the account confirms that both lines were successfully enrolled into the 2016 Friends and Family 2 lines On Us promotion. “My response: The line ending [redacted] was purchased and activated together with the line [redacted] through calling T-mobil representative within promotion period. Of cause, I have to wait for the sim cards mailed by T-mobil to me in order to physically activating my phone. There is no way for me to physically activate the phone without sim card on the same day when I added the line. Furthermore, I called T-mobil on Dec 22, 23 and Jan 22 and all representatives told me that I was in the two line free promotion. 2. I agreed with the resolution proposed if my understanding is correct, i.e., the total monthly cost for the plan should be $100 + fee + tax (excluding equipment cost), and Tmobil representative called me and she was very nice. I satisfy with the outcome. However, I need to wait the next monthly bill for confirmation.3. I will update you the outcome once the next monthly bill is available.  Thank you so much for your help and sorry for this late response.Best regards,[redacted]

August 14, 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 August 1, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and she has been designated Ms. [redacted] as an authorized user of the 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 [redacted]’ concerns within this letter.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records indicate that on June 15, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8. Accordingly, Ms. [redacted] was asked to remit a down payment in the amount of $146.45 and agree to a series of 24-monthly installments in the amount of $29.32. Our records further indicate that Ms. [redacted]’ mobile number ending in [redacted] is subscribed to our equipment protection feature for $12.00 a month with Assurant, which provides her with the option to file a claim on her Samsung Galaxy S8 for any accidental damage for a deductible of $175.00. T-Mobile recommends that Ms. [redacted] contact Assurant at 1-866-866-6285 to file a claim for her damaged device.
Regretfully, T-Mobile cannot guarantee any handset is damage free with or without a case however; T-Mobile always recommends purchasing a protective case covering on a phone to help prevent any accidental damage. T-Mobile regrets if Ms. [redacted] was provided with any misinformation.
In regards to Ms. [redacted]’ recent contact with the Executive Office, our records indicate that on July 8, 2017, T-Mobile’s Executive Specialist applied a courtesy credit of $292.89 to the account for the required down payment on her newly purchased Samsung Galaxy S8 Plus devices.
In an effort to amicably resolve this matter, if Ms. [redacted] has any further concerns, she may contact our Executive office at the number provided below. T-Mobile regrets any inconvenience to Ms. [redacted] 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 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.
Ligia M[redacted]
Executive Response

November 14, 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 November 7, 2016, regarding the above-referenced file number. T-Mobile regrets any continued equipment concerns Mr. [redacted] has experienced. Please note that T-Mobile was able to contact Mr. [redacted] on November 9, 2016, and we provided him with the Mobile Device Unlock Codes for the IMEI numbers he provided. Please be advised, the online www.T-Mobile.com account is separate from the billing account that only T-Mobile has access to. This is the account which was referenced in our previous correspondence to your office, dated November 7, 2016, not the online account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been fully resolved to his satisfaction and 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. Lupe C[redacted] Executive Response

August 19, 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 August 15, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets that Mr. [redacted] has concerns with our data rate plans and the options available with his specific data allotment.  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 retail location. 
 
T-Mobile offers Data Stash to customers with data plans beginning at 3 gigabytes (“GB”) to 21 GB.  Customers with qualifying data plans can roll over up to 20 GB of unused data from the previous billing cycle for 365 days.  T-Mobile records indicate that Mr. [redacted]’s data plan included 2 GB of free data and was not eligible for the Data Stash option.  In an effort to resolve this matter and as a gesture of goodwill, T-Mobile offered our Simple Choice 6 GB Data and Hotspot feature for $15.00 per month and we offered to credit $75.00 to the account, which is equivalent to five months of the data feature cost, which Mr. [redacted] accepted as resolution in this matter.  At Mr. [redacted]’s request, the Simple Choice 6 GB Data and Hotspot feature was added to his mobile number ending in 4404 effective August 18, 2016 and a $75.00 credit was issued to his account, which leaves a revised balance of $47.34.
 
With Mr. [redacted]’s current data feature, he may take advantage of Data Stash and our Binge On benefits.  Additional information regarding the benefits of Mr. [redacted]’s data features can be located online at www.T-Mobile.com.
 
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced. 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our 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.
 
Ally Y[redacted]
Executive Response