T-Mobile Usa Inc

May 16, 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 5, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his add-a-line. T-Mobile records confirm that on March 19, 2017, Mr. [redacted] activated a third voice line ending line [redacted] on his above-referenced postpaid account. It is important to note that Mr. [redacted]’s account is subscribed to the Two Lines T-Mobile ONE All In promotional rate plan for $110.00. As part of this promotional rate plan, add-a-lines are $45.00 per month.
Records confirm that from March 1, 2017, through March 5, 2017, postpaid customers on an eligible rate plan who have a minimum of two voice lines could activate one additional line for free, via bill credits. As Mr. [redacted] did not activate his voice line during this timeframe, his account did not qualify to receive the promotional bill credits.
Please be assured that T-Mobile strives 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 records confirm that Mr. [redacted]’s March 31, 2017 billing statement reflected a balance owed for the line ending in [redacted] in the amount of $13.50 for the prorated charges from March 19, 2017, through March 27, 2017, and $45.00 for the charges from March 28, 2017, through April 27, 2017. On April 4, 2017, at Mr. [redacted]’s request, T-Mobile cancelled the mobile number ending in [redacted] and applied a credit of $48.50 to Mr. [redacted]’s account.
As Mr. [redacted]’s account reflected a balance owed of $138.50, the account balance was reduced to $90.00. On April 18, 2017, T-Mobile received a payment of $90.00, reducing the account to a balance of zero. Additionally, on April 30, 2017, T-Mobile applied an additional credit of $10.00 to Mr. [redacted]’s account, bringing the account to a credit balance of $10.00.
In an effort to resolve the matter, on May 16, 2017, T-Mobile applied a credit of $21.50 to Mr. [redacted]’s account for the SIM card purchase made on the day of activation. As Mr. [redacted]’s account reflected a balance owed of $95.85, for the May 1, 2017 billing statement, the balance was reduced to $74.35. Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below.
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

February 21, 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 February 9, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding her activation of a temporary number that was not removed upon the port-in of her number ending in [redacted].
T-Mobile records indicate on October 28, 2016, Ms. [redacted] activated mobile number ending in [redacted] which was to be replaced by her number ending in [redacted] when she ported it in to T-Mobile. T-Mobile regrets that due to an inadvertent error, Ms. [redacted]’s temporary number ending in [redacted] was not canceled.
T-Mobile records indicate on January 5, 2017, Ms. [redacted]’s mobile number ending in [redacted] was canceled. Furthermore, Ms. [redacted]’s account was adjusted in the amount of $87.12 which represents the monthly recurring charges associated to her mobile number ending in [redacted] from activation on October 28, 2016 to December 24, 2016. An additional credit of $32.98 was applied on February 20, 2017 which represents Ms. [redacted]’s final charges associated with her line ending in [redacted]. Ms. [redacted] presently has a zero balance.
In a further effort to amicably resolve this matter, on January 5, 2017, Ms. [redacted] was offered our now grandfathered Select Choice Family rate plan which includes unlimited talk and text for $50.00 per month for first two lines of service and $5.00 for each additional line after the initial two. Ms. [redacted] accepted our offer on January 5, 2017. Additionally, Ms. [redacted] elected to add our Select Choice 3 gigabyte (GB) data plan for $10.00 per month on her mobile numbers ending in [redacted] & 7343 and our Select Choice unlimited high speed data for $20.00 per month on her mobile number ending in 3114.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with T-Mobile.
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.
Martin G[redacted] Executive Response

July 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 Prepaid No. XXX-XXX-[redacted]
Dear Ms. Bowers:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated June 25, 2017, regarding the above-referenced informal complaint filed by T-Mobile customer, Ms. [redacted] T-Mobile appreciates this opportunity to respond to Ms. [redacted]’ complaint.
We are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Ms. [redacted]’ expectations. While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity. In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.
T-Mobile’s records indicate that data usage on Ms. [redacted]’ account is very high relative to other customers. In fact, Ms. [redacted]’ account is among the highest data usage accounts on T-Mobile’s network.
As a very heavy user of T-Mobile services, Ms. [redacted]’ usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, a very heavy user, such as Ms. [redacted] will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, a very heavy user, such as Ms. [redacted] can expect to see some material reduction in data speeds.
The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is available. The lower speed that results from heavy network loading is temporary. When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go up.
We understand that if Ms. [redacted] regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Ms. [redacted]’ high amount of data usage.
Additionally, Binge On is subject to data prioritization. Data prioritization is based on all data used during the current bill cycle. Once a customer has used more data in a bill cycle than what we have calculated 97% of the rest of the customer base uses, their data is prioritized behind customers who haven't used as much data. At the beginning of the next bill cycle their data returns to the same priority as everyone else. If someone's data is prioritized behind customers who use less data, it does not mean they will automatically see slow data speeds. Only in a small number of areas, do we have towers that experience high network congestion.
T-Mobile reviewed the usage on the above-referenced account from June 2, 2017, to June 27, 2017, and over the course of the last 25 days, Ms. [redacted] used an average of 41.3 GB of data consisting of 25.4GB of billed data usage and 15.9 of Binge On data usage. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service and we consider the charges to be valid. Please note that going forward should Ms. [redacted] continue her service with T-Mobile it is with the understanding that she may continue to experience reduced data speeds in places and times where the network is heavily loaded and her amount of data usage is disproportionately high.
T-Mobile records confirm that Ms. [redacted] contacted T-Mobile’s Customer Care multiple times regarding her data concerns, as a one-time courtesy T-Mobile has applied a $50.00 credit to Ms. [redacted]’ account to be used on future T-Mobile services. Currently, Ms. [redacted]’ account has credit balance of $50.00. T-Mobile regrets any inconvenience this may cause Ms. [redacted].
Based upon the foregoing, we respectfully request that this informal complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted] Executive Response

May 15, 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 2, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced while attempting to remedy this situation. On May 10, 2017, T-Mobile contacted Mr. [redacted] regarding the coverage issues he was experiencing, and pursuant to our conversation; Mr. [redacted] confirmed that he was only temporarily using service at the location where he needed the signal booster, and he declined being sent another coverage device to the correct address.
Between January 5, 2017, and February 28, 2017, T-Mobile offered the 2017 Tax Time Switcher Offer to new or existing customers like Mr. [redacted]. To be eligible for a $150.00 rebate, Mr. [redacted] was required to activate a new line of service on a qualifying rate plan, and port in his number from a different carrier. In addition, within 30 days of the activation taking place, customers needed to submit for the offer via www.T-Mobile.com/promotions.
On May 1, 2017, Mr. [redacted] was informed by our Promotions Care department that he qualifies for the offer, and will be receiving three Prepaid MasterCards for the lines ported over to his account. As of May 3, 2017, the rebate cards were approved, and will be delivered within 15 days of approval. Mr. [redacted] understands this timeline, and pursuant to our conversation, he considers the matter resolved.
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 contacts 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.
Adrianne F[redacted] Executive Response

April 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 April 3, 2017 regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] encountered regarding his handset.
T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 on December 23, 2016. By purchasing T-Mobile equipment, Mr. [redacted] receives 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 their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. T-Mobile regrets to learn that Mr. [redacted] is unhappy with the option to discuss warranty possibilities with the manufacturer.
Under the Handset Exchange Program, T-Mobile will provide a replacement handset and may be refurbished 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.
Upon speaking with Mr. [redacted] on April 4, 2017 he was advised of the Handset Exchange Program, and informed that the handset may be refurbished. Mr. [redacted] understood and was informed that if he encounters any further issues with his handset to contact me at the below referenced number.
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

06/26/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]field’s complaint and we do appreciate the opportunity to respond to our customer’sconcerns.[redacted] is a fulfillment house providing equipment and activating services....

The sales rep who worked with the customer and placed an order with [redacted] was anindependent contractor employed by a local sales company in the customers’ area. We will provide the customer review feedback to this company based on thecustomers complaint.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new T-Mobile services. We also completed arecorded order call with the customer where the same terms and conditions and pricing were discussed and customer was requested to acknowledged and agreeprior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions, pricing and purchase. It also provides a Customer Cr to call if assistance is needed by the customer.  This is an attempt to avoid this exact situation.  All charges to the customer’s credit card are process by T-Mobile upon activation, [redacted] has not processed any charges to the customer’s credit card.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed.  Thank You, Collections Services

November 4, 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 27, 2015, regarding the above-referenced account. T-Mobile is happy to report that Ms. [redacted]’s concerns have been resolved to her 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 on August 7, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a [redacted] S 5 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 installments. Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to pay $52.99, which is for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $22.08, which will appear on the first bill following the purchase of the device. On September 5, 2015, T-Mobile stepped outside of policy in order to resolve Ms. [redacted]’s concerns with the original [redacted] S 5 handset that was sent to her in August. In order to ensure that Ms. [redacted] received a brand new device T-Mobile billed a full cost device in the amount of $551.69 to Ms. [redacted]’s account. Upon receipt of the defective [redacted] S 5 handset T-Mobile would place a credit of $551.69 to Ms. [redacted]’s account and she would continue with the installments of $22.08 per month for 24 months. Please be advised that on September 9, 2015, T-Mobile reached out to Ms. [redacted] via her mobile number ending in [redacted] to see if she had received the device. The original [redacted] S 5 handset that was purchased on August 7, 2015, was not showing returned to our warehouse. As such, no credit for the handset was issued. Please note that Ms. [redacted]’s account number 818922928 was enrolled in EasyPay on February 14, 2014. EasyPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on EasyPay. Because Ms. [redacted] authorized EasyPay, T-Mobile was authorized to automatically deduct payments from the credit card provided. T-Mobile records confirm that on October 17, 2015 the balance of $670.96 was automatically withdrawn from Ms. [redacted]’s credit card on file. On October 17, 2015 Ms. [redacted] contacted our Customer Care department regarding the amount that had been deducted from her credit card. T-Mobile advised that if Ms. [redacted] returned the device to our handset warehouse, a refund in the amount of $551.96 would be issued back to her credit card. Due to an inadvertent clerical error the refund was declined as the device was not verified as returned to the warehouse. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concern, On October 27, 2015, T-Mobile issued a one-time courtesy credit in the amount of $100.00 to Ms. [redacted]’s account. Additionally, on October 27, 2015 a refund in the amount of $667.18 was deposited back to Ms. [redacted]’s bank account. to Ms. Should Ms. [redacted] have any questions regarding this refund she may contact her financial institution. T-Mobile regrets any inconvenience that 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. Shannon R[redacted] Executive Response

November 28, 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 20, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns with regards to our “Friends and Family 2 Lines On Us” offering. Please be advised that customers who activated two new lines of service between November 18, 2016 and November 22, 2016, on our T-Mobile One or a qualifying Simple Choice rate plan can get up two to lines of service for free. It is important to note that customers already on a promotional plan which includes a free line of service built into the current rate plan will only receive one additional free line, for a total maximum of two lines for free.  Additionally, if any lines of service were cancelled within the last 90 days, and then re-activated during the promotional time period, with or without the same number, would not be eligible for the promotion as they would not be considered new lines of service. Our records indicate that Mr. [redacted] previously had four active lines of service and was one the promotional Simple Choice Family Match 6GB rate plan for $120.00 monthly. As Mr. [redacted] mentions in his letter to your office, on November 20, 2016, his fourth line of service was canceled at his request. Therefore, pursuant to the terms of the “Friends and Family 2 Lines On Us” offering, should Mr. [redacted] activate two lines of service, only his fifth line of service would qualify for free as the fourth line would not be considered a new activation. While Mr. [redacted]’s fourth line of service does not qualify for a free line of service, T-Mobile would like the opportunity to amicably resolve this matter. As such, T-Mobile will continue to work with Mr. [redacted] to reach resolution. 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. Alberto V[redacted] Executive Response

March 7, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 25, 2016, regarding the above-referenced prepaid number. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. We are sorry to lose Mr. [redacted] as a customer and we regret any concerns he had with his prepaid account balance status. Mr. [redacted] activated his prepaid account on January 11, 2014, with mobile internet line ending in [redacted] and selected T-Mobile’s Web Connect rate plan which provides an affordable service for customers for low or occasional use and is intended for occasional on-the-go data connections. Further review confirms that Mr. [redacted] account was receiving the benefit of T-Mobile’s Free Data for Life promo. The Free Data for Life promo provides Mr. [redacted] with 200 MB of capped high-speed data which automatically renews every 30 days as long as he remains eligible. In the event customers require more data, they also have the option to purchase data passes. On January 19, 2014, Mr. [redacted] purchased a $25.00 data pass. T-Mobile records confirm that Mr. [redacted] prepaid account currently reflects a balance in the amount of $15.00, for the remaining balance for his data pass purchase. While we do regret any concerns, it is important to note that prepaid service is non-refundable and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons. Nevertheless, in an effort to amicably resolve this matter, on March 2, 2016, T-Mobile canceled Mr. [redacted] mobile internet line ending in [redacted] and processed a refund in the amount of $15.00 for the outstanding account balance. The refund will be delivered in the form of a prepaid card and pursuant to Mr. [redacted] request the refund will be mailed to the address Mr. [redacted] provided in his correspondence to your office. It is important to note that it may take seven to ten business days for the prepaid refund card to be delivered. Mr. [redacted] accepted T-Mobile’s offer as full resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

August 18, 2015 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 12, 2015, regarding the above-referenced account. 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, and we sincerely regret any concerns Ms. [redacted] experienced regarding the activation of her additional lines of service via our retail location. T-Mobile records confirm that on July 11, 2015, Ms. [redacted] activated the mobile numbers ending in [redacted], [redacted] and [redacted] and these mobile numbers were subscribed to T-Mobile’s Simple Choice Value Unlimited Talk, Text and Data rate plan for $50.00 per month. This rate plan provided Ms. [redacted] with unlimited talk, text, and internet with 4G speeds up to 1GB. Please note that the mobile numbers listed above had an additional internet feature which provided Ms. [redacted] with up to 3GB of 4G high speeds internet for $10.00 per month per line. On July 11, 2015, Ms. [redacted] elected to change rate plans effective July 27, 2015, to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data 4 lines included rate plan with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted] for $100.00 per month. Please be advised that Ms. [redacted] account is billed in advance. T-Mobile records indicate that Ms. [redacted] billing statement dated July 27, 2015, had a balance of $269.88 which consisted of prorated monthly recurring charges for rate plan, data features, plus applicable taxes and fees billed from July 11, 2015 to July 26, 2015, and monthly recurring charges for rate plan, data features, Equipment Installment Plan (EIP) charges, plus applicable taxes and fees billed from July 27, 2015 to August 26, 2015. It is important to note that on August 11, 2015, a total credit of $45.99 was applied to the account for all data features billed on Ms. [redacted] billing statement dated July 27, 2015, leaving a remaining balance of $223.89. In addition, on August 11, 2015, per Ms. [redacted] request, the additional internet features on the account were removed. We sincerely regret any inconvenience to Ms. [redacted]. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on August 14, 2015, T-Mobile issued a one-time credit of $80.01 for the prorated monthly recurring charges for the rate plan, applicable taxes and fees billed from July 11, 2015 to July 26, 2015, leaving the account with a remaining balance of $138.60 which consist of monthly recurring charges for the rate plan, EIP charges, plus applicable taxes and fees billed from July 27, 2015 to August 26, 2015. It is important to mention that the remaining balance of $138.60 is Ms. [redacted] estimated monthly recurring charges including taxes and fees. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

July 24, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 11, 2017,...

regarding the above-referenced account.  Please be advised that T-Mobile has 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 regarding our JUMP! program.  T-Mobile records indicate Mr. [redacted] purchased an Apple iPhone 5s handset for his mobile number ending [redacted] using our Equipment Installment Plan (“EIP”) offering on May 3, 2015, and agreed to 24 monthly installments of $22.91.  Additionally, our records indicate Mr. [redacted] enrolled his mobile number ending [redacted] in our $12.00 JUMP! 2 bundle feature.  The $12.00 JUMP! 2 bundle feature provided s 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 their 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, or the current trade-in value of the handset; whichever was higher.  On May 3, 2017, Mr. [redacted] was billed the final monthly installment for his above device, and therefore the associated EIP loan was closed as paid in full.  Since Mr. [redacted] paid for the full cost of the device and completed the EIP loan, he is no longer eligible to participate in the JUMP! program as there is no longer a balance to be waived.  However, Mr. [redacted] may be eligible for a trade in credit when trading in his fully paid off iPhone 5s device when purchasing new equipment through our Handset Upgrade program.    Further, on the same day, or records indicate Mr. [redacted] purchased an Apple iPhone 7 128 GB handset using EIP, wherein he paid a down payment of $125.99, and agreed to 24 monthly installments of $26.00.  It is important to note that Mr. [redacted]’s above purchase did not have a trade-in handset associated with it.  T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted].  Unfortunately, without speaking to Mr. [redacted] we are unable to fully address his concerns.  Therefore, Mr. [redacted] may contact me at the number below to further discuss his concerns.  My hours of operation are Tuesday through Saturday from 8AM to 4:30PM Mountain Time.  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.Ronnie A[redacted]Executive Response

February 16, 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 February 4, 2017, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter ton his satisfaction.
We regret any concerns Mr. [redacted] has experienced regarding charges on his T-Mobile bill for an unused line of service. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile records confirm that, on June 25, 2015, the mobile internet (“MI”) line ending in [redacted] was activated; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on February 2, 2017. As this is beyond the dispute period, it is T-Mobile’s position that the charges are valid. Furthermore, pursuant to Mr. [redacted] request, on February 8, 2017, the MI line ending in [redacted] was cancelled.
However, upon speaking to Mr. [redacted] and in an effort to amicably resolve the matter, on February 9, 2017, T-Mobile agreed to apply a credit in the amount of $418.00 toward Mr. [redacted] account which is equivalent to the total charges associated with the MI line ending in [redacted] from the time of activation. Mr. [redacted] account remains active with a credit balance of $418.00.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] contact with our Customer Care. We regret 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.
Brandon M[redacted] Executive Response

June 15, 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 2, 2017, regarding the above-referenced account.
We regret any inconvenience Ms. [redacted] may have experienced in regards to her account cancellation. T-Mobile records confirm that Ms. [redacted] canceled her account on January 29, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 28th of one month to the 27th 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. Accordingly, Ms. [redacted] was billed through February 27, 2017.
It is T-Mobile’s position that Ms. [redacted]’s final balance in the amount of $150.60 is valid. As the account remained unpaid, on May 26, 2017, Ms. [redacted]’s account was referred to a third-party collection agency for the collection of the past due balance. As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee. The amount of a collection fee is determined by the amount of the past due balance. Accordingly, a one-time collection fee in the amount of $37.65 was charged to Ms. [redacted]’s account, which left a revised final balance in the amount of $188.25.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $150.60 for the charges incurred through February 27, 2017. The collection fee will be adjusted accordingly. Please note that Ms. [redacted] will be sent a final statement reflecting a zero balance for 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.
Jessica G[redacted] Executive Response

April 21, 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 April 8, 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 Ms. [redacted]’s concerns within this letter. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. The T-Mobile Signal Boosters are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Please be advised, in order to qualify for use of the Signal Booster, the customer must meet the following eligibility requirements: • The customer has a postpaid or Simple Choice no credit check account in good standing; • The customer has at least one bar of 3G/4G signal inside their home; and • The customer has a 3G/4G capable device (Note: there is a 4G LTE Signal Booster which requires an LTE capable device). Please note that the Signal Boosters are T-Mobile owned equipment. 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. T-Mobile records indicate that on June 1, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab S, Samsung Galaxy S6, Apple iPhone 5S with screen protector, and a Samsung Premium S Wireless Charging Pad. At that time our records indicate that Ms. [redacted] elected to add Premium Handset Protection (“PHP”) that included warranty coverage to the devices used on the mobile numbers ending in [redacted] As of the time of Ms. [redacted]’s purchase of the above-mentioned equipment, T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it meets 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. Although it is outside the allotted 14-days return period in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return her equipment directly to my attention within 30 days of the date of this letter at: Executive Response Team Attention: William B 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the equipment, T-Mobile will apply a credit to the account in the amount of $1,037.14 for the remaining EIP balances for the above-mentioned equipment. Please note that we will only issue credit if the equipment shows no sign of liquid damage or physical damage. The Apple iPhone 5S must also have the “find my iPhone” feature disabled. T-Mobile recommends that Ms. [redacted] return the equipment via a traceable carrier and request a tracking number when shipping. 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. William BExecutive Response

September 6, 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 28, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] was not satisfied with our response to your office. Please note that Ms. [redacted] was removed as an authorized user of the above mentioned account on October 27, 2016; however on October 28, 2016, the account holder [redacted], re-added Ms. [redacted] to the account as an authorized user which enabled her to once again have full access to the account and ability to make changes like activating additional lines, adding or removing features, changing rate plans, upgrading handsets with or without Equipment Installment Plan (“EIP”), and suspending lines of service or accounts.   Regarding Ms. [redacted]’ continued concern for her rate plan, our records confirm that the rate plan was changed to the T-Mobile ONE, which provided the benefits of unlimited mobile data and taxes included among other Un-Carrier benefits, unlike her previous plan which provided 10GB of data and taxes on top of the monthly access charges. Nevertheless, as the rate plan was inadvertently changed, as of July 18, 2017, T-Mobile reversed the rate plan back to her original subscription of the promotional 4 for $120.00 Simple Choice 10GB plan.   Upon speaking with Ms. [redacted] on September 3, 2017, she explained that her mobile internet line of service was also changed in error to the $35.00 Simple Choice 6GB rate plan from her previous plan of $10.00 On-Demand plan. Please note that as Ms. [redacted] is also subscribed to voice lines, both mobile internet rate plans receive a $10.00 credit each month which reducing the monthly charges to $25.00 and $0.00 respectfully. Due to the inadvertent error, T-Mobile too reversed the rate plan and issued a credit of $50.00 to re-calculate her bill to the corrected plan cost.   Going forward, Ms. [redacted]’ monthly charges will now reflect four voice lines at a cost of $120.00, a mobile internet line of service for $10.00 On-Demand rate plan with a $10.00 voice line discount, $20.00 mobile internet line of service with a $20.00 discount and applicable taxes and surcharges. Additionally, Ms. [redacted] will maintain her EIP monthly installment of $57.01, leaving her estimated bill to be roughly $199.17 with taxes.   As Ms. [redacted] mentioned that she had a credit balance of $75.00 going into her July 10, 2017, billing statement and remit payments in the amount $600.00 from July 28, 2017, through August 20, 2017, having two bills of roughly $200.00 for each month would leave her account active with a credit balance of $270.00, it is our position that Ms. [redacted]’ account is active with a credit balance of $278.51 and has been billed and adjusted accordingly for the rate plan and their re-calculations.   Again, T-Mobile regrets the inconveniences this has caused Ms. [redacted] and appreciates the opportunity to address 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.   Christina S[redacted] Executive Response

August 15, 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 a letter dated August 1, 2017, from [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.  T-Mobile is pleased to relay that we have resolved Ms. [redacted]’s concern to her satisfaction.    T-Mobile regrets any concern Ms. [redacted] had regarding the account suspension and fees.  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 on July 13, 2017, payment arrangements were made with Ms. [redacted] with regard to the outstanding balance of $148.22.  Records indicate that Ms. [redacted] made a $60.00 payment on July 28, 2017.  However, because the payment arrangement was set up as a one part arrangement and the total balance due was $148.22, on July 29, 2017, T-Mobile suspended the account’s ability to place outbound calls.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.    On July 30, 2017, Ms. [redacted] contacted T-Mobile Customer Care disputing the one part arrangement and advising that it should have been set up as a two part arrangement.  On that day the account was reactivated without payment as a courtesy and the account was assessed a $20.00 restore from suspension fee per line of service.  In addition, on August 1, 2017, T-Mobile Customer Care applied a credit for the restoral fees as a courtesy due to the inadvertent error.   Upon speaking with Ms. [redacted], T-Mobile advised that the restoral fees had been waived and in an effort to further resolve Ms. [redacted]’s concerns, a credit in the amount of $26.00 was applied to the account for her payment processing fees and late fees.  This credit reduced Ms. [redacted]’s balance to $110.00.  In addition, to the credit, T-Mobile placed a suspension hold on the account until August 11, 2017 to allow time to process the payment of $110.00.  Ms. [redacted] accepted this offer as a resolution to her concern.  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.   Juan C[redacted] Executive Response

September 5, 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 24, 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 his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] encountered regarding the June 2017 Samsung Galaxy S8 BOGO offer. T-Mobile records confirm that from June 16, 2017, through July 13, 2017, T-Mobile had an amazing promotion for new and existing customers, such as Mr. [redacted], who added a new line and purchased two Samsung devices (Samsung Galaxy S8 or Samsung Galaxy S8 Plus) on an Equipment Installment Plan (“EIP”). With the new line activation and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr. [redacted] was eligible to receive one of the Samsung Galaxy S8 or Samsung Galaxy S8 Plus at no cost after a $790.00 max rebate.
T-Mobile records confirm Mr. [redacted] did not meet all of the requirements for the above offer as he is not subscribed to an eligible rate plan. However, in an effort to amicably resolve this matter, T-Mobile honored the offer in full via a $790.00 credit towards the EIP of the devices. Please note that a $660.00 credit was applied towards the Samsung Galaxy S8 Plus, which closed the EIP and the remaining $130.00 was applied towards the second Samsung Galaxy S8 Plus, which reduced the balance to $530.00. 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.
Abigail [redacted]-R[redacted]
Executive Response

February 23, 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 February 20, 2017, regarding the above-referenced account.
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 Customer Care.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding the billing on his account. T-Mobile records confirm on November 28, 2016, Mr. [redacted] ordered a Samsung Galaxy Tab E using T-Mobile’s Equipment Installment Plan (“EIP”) offering and also purchased a SIM starter kit. Mr. [redacted] was not required to remit a down payment for the tablet but did pay $43.40 up front for the taxes and the SIM starter kit. Furthermore, Mr. [redacted] agreed to 24 monthly installments of $10.00 per month for the tablet. Regretfully, T-Mobile has no record of receiving this device back within the 20 day return period.
T-Mobile records confirm the account was activated on December 9, 2016, with six active lines. Please note Mr. [redacted] requested the cancellation of his account on December 19, 2016, but due to an inadvertent administrative error the account was not cancelled until January 18, 2017. As a result of the account remaining open, Mr. [redacted] received a billing statement in the amount of $172.32 produced on January 10, 2017, that was due on February 2, 2017. Please note this statement was credited in full by T-Mobile on February 15, 2017.
Additionally, on February 10, 2017, Mr. [redacted]’s final billing statement was produced in the amount of $219.99. This represented the above referenced EIP charges for the Samsung Galaxy Tab E that T-Mobile has no record of receiving. T-Mobile views this balance as valid and owed.
Nevertheless, in an effort to amicably resolve this matter, on February 22, 2017, T-Mobile applied a credit in the amount of $219.99 to the account. The account will remain closed with a zero balance. Furthermore, T-Mobile refunded Mr. [redacted] $43.40 for the payment he remitted up front to the billing address on file in the form of a prepaid debit card. Please be advised it may take up to ten business days to receive the refund via mail.
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

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 22, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding monthly charges on her account.  T-Mobile records indicate on October 24, 2017, Ms. [redacted] activated her account and subscribed to our T-Mobile ONE rate plan for $180.00 per month for her four lines of service.  Ms. [redacted]’ account was billed by a system known as “bill current”.  This means that Ms. [redacted]’ regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service.  Ms. [redacted]’ billing cycle ran from the 25th of the month through the 24th of the next month.  Upon activation, Ms. [redacted] enrolled in AutoPay.  AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Upon activation, Ms. [redacted] purchased an Apple iPhone 8 Gold device, three Coolpad tablets, and T-Mobile accessories, on our Equipment Installment Plan (“EIP”).  Ms. [redacted] paid a down payment in the amount of $186.26 upon purchase.  It is important to note that T-Mobile accessories cannot be returned for a refund within the return period.  Ms. [redacted]’ first billing statement was in the amount of $4.35 for partial monthly access charges and fees and taxes for the billing cycle dates from October 25, 2017, through November 24, 2017.  On November 15, 2017, T-Mobile received a payment in the amount of $4.35 from the method of payment enrolled in AutoPay.  On November 21, 2017, Ms. [redacted] cancelled her account when she moved her lines to T-Mobile prepaid accounts.  Ms. [redacted] returned the Apple iPhone 8 Gold device and the three Coolpad tablets, along with the T-Mobile accessories. Ms. [redacted]’ November 25, 2017, billing statement was in the amount of $83.71 for monthly access charges, final T-Mobile accessory charges, and fees and taxes for the billing period from November 25, 2017, through December 24, 2017.  On December 15, 2017, T-Mobile received a payment in the amount of $83.71 from the method of payment enrolled in AutoPay.  On January 15, 2018, the payments in the amounts of $4.35 and $83.71 were returned to T-Mobile unpaid.  Please note when payments are returned unpaid, they are charged back to the T-Mobile account balance and returned payment fees will bill to the account.  On January 17, 2018, the down payment in the amount of $186.26 was returned to T-Mobile unpaid and charged back to the account.  The charge backs and returned payment fees brought the balance to $314.32.  Upon speaking with Ms. [redacted] January 25, 2018, and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $314.32 for the returned payments and returned payment fees as the service was not used.  On February 1, 2018, T-Mobile reviewed Ms. [redacted]’ account balance and issued a further adjustment in the amount of $20.00 for a returned payment fee.  Ms. [redacted]’ account remains closed with a zero balance.  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.Jennifer G[redacted]Executive Response

August 21, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 7, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter.  T-Mobile regrets any frustrations this matter may have caused Mr. [redacted].   T-Mobile records indicate that on June 24, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 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.    Mr. [redacted] had additional concerns regarding the unlocking of his handset.  Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements.  A review of Mr. [redacted]’ account confirms that on August 10, 2017 we received a request for a Mobile Device Unlock for the device used on the mobile number ending in 7196.  As Mr. [redacted] had already paid his above mentioned EIP off in full, T-Mobile processed Mr. [redacted]’ unlock request.   Our records confirm that Mr. [redacted] was provided the proper Mobile Device Unlock for his Samsung Galaxy S8 Plus handset. Upon entering this code, the device should indicate that the network unlock was successful.    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.   James H[redacted] Executive Response