T-Mobile Usa Inc

August 12, 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 4, 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 her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] may have experienced regarding our Carrier Freedom reimbursement offering. As Ms. [redacted] indicates in her correspondence to your office, T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $650.00 per device traded-in at the time of their activation. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees and/or device trade-in credits, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Unfortunately, T-Mobile does not have record of Ms. [redacted] submitting the required information for reimbursement. Nevertheless, T-Mobile would like to assist Ms. [redacted]; therefore, we request that she provide a copy of her final billing statement from her previous carrier. Ms. [redacted] may send it directly to my attention by fax at[redacted] or by email at [redacted]@T-Mobile.com. Upon receipt, T-Mobile will contact Ms. [redacted] with our review. 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. Sacny A[redacted] Executive Response

December 3, 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 November 24, 2015, regarding the above-referenced account. T-Mobile regrets inconvenience to Ms. [redacted] for the delay in refunds after the return of her device. Additionally T-Mobile prides itself in offering cutting edge devices and technology. We regret that the original device did not meet her needs. As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in 1849, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. T-Mobile records indicate on October 22, 2015, Ms. [redacted] initiated the return of her non-working Apple iPhone 6s Rose Gold 64GB. Due to inadvertent error Ms. [redacted]’s handset return was not processed within a timely manner. In an effort to amicably resolve Ms. [redacted]’s concerns, on December 1, 2015, T-Mobile removed the lease agreement for the returned device and the monthly $26.00 equipment charge. T-Mobile has processed a manual request to refund Ms. [redacted]’s credit card in the amount of $117.41 for the upfront costs associated with the device purchase. Additionally, T-Mobile has applied a credit in the amount of $15.00 for late fees charged while awaiting the refund for the equipment. Ms. [redacted]’s T-Mobile account remains active with a balance of $201.19 due on December 17, 2015 for service dates November 25, 2015 to December 24, 2015. Should Ms. [redacted] have additional questions regarding her monthly subscribed services and rate plan, she may contact customer care at 1-800-937-8997. T-Mobile regrets any inconvenience to Ms. [redacted] and appreciates her continued loyalty. 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. Ty R[redacted] Executive Response

Revdex.com:
Hi,
 
Please duly note I accept T-Mobile USA, Inc. response to my initial complaint. I confirm this matter has been resolved to my satisfaction and maybe closed.
 
Warmest,
[redacted]
Arlington Public Schools
Arlington, VA 22207
Office: and Voicemail: [redacted]

To whom it may concern
  This matter has been resolved. I want to thank the Revdex.com for the all the effort and attention that was put into this issue.
  Respectfully. [redacted]

August 16, 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 11, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding a charge for her additional line of service. T-Mobile records indicate on January 24, 2014, Ms. [redacted] activated her T-Mobile account with her line ending in [redacted] and subscribed to our Simple Choice Unlimited Talk and Text plan for $50.00 per month for one line of service. On January 31, 2015, Ms. [redacted] activated a second line of service ending in [redacted] and the rate plan was changed to our Simple Choice Unlimited Talk, Text and Data promotional plan for $100.00 per month for the first two lines of service with each additional line of service being $40.00 per month plus applicable taxes. On June 20, 2016, Ms. [redacted] activated a third line of service ending in [redacted] under the above-referenced promotional rate plan. Accordingly, Ms. [redacted] account began to be billed an additional $40.00 per month. T-Mobile regrets any confusion around the rate plans monthly charges for three lines of service. On August 11, 2016, T-Mobile credited the account $41.30 on Ms. [redacted] billing statement with the due date of August 22, 2016. Ms. [redacted] account currently reflects a balance of $532.07 which is due by August 22, 2016. In a continued effort to resolve Ms. [redacted] concerns an additional $40.00 credit plus tax will be issued toward her billing statement with the due date of September 22, 2016. A follow up will occur on the account when the billing statement has generated. Ms. [redacted] agreed to this offer as a resolution to her concerns. Going forward Ms. [redacted] monthly access charges are expected to be $140.00 per month plus applicable taxes. T-Mobile regrets any inconvenience this may have caused 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. Cesar R[redacted] Executive Response

September 11, 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 28, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.   T-Mobile regrets any concern Mr. [redacted] has experienced regarding the status of his mobile internet line of service.  T-Mobile records confirm that on January 14, 2014, Mr. [redacted] activated a mobile internet line of service with the number ending in [redacted] on his account which was subscribed to a $120.00 21GB data plan.  T-Mobile records confirm that on October 15, 2014, Mr. [redacted] contacted Customer Care to inquiry about a lower rate plan and was offered T-Mobile’s On Demand option which provides service as for having the mobile lines of service on the same account is applied. needed with a $10.00 monthly recurring cost.  Please note that the On Demand is free monthly after the $10.00 mobile internet discount   Please be advised that on August 15, 2015, Mr. [redacted] contacted Customer Care to inquire about his mobile internet line of service and was offered a $10.00 Match Your Data mobile internet service which matches the same amount of data on customers smartphones from their subscribed data plan up to 5GB which his mobile internet line of service ending in [redacted] has been subscribed to since.  It is important to note that T-Mobile does not reflect a record of Mr. [redacted] contacting Customer Care and requesting that the mobile internet line of service ending in [redacted] be canceled and as such, has remained active.   However in an effort to amicably resolve this matter, on August 31, 2017, T-Mobile has applied a onetime courtesy credit to Mr. [redacted]’s account in the amount of $253.20 for the monthly recurring charge of the line [redacted] for the last 24 months leaving the account reflecting a credit balance of $194.85.  Please note that the mobile internet line is set to be canceled for the end of Mr. [redacted]’s billing cycle on September 14, 2017.  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.   Oscar T[redacted] Executive Response

August 20, 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 15, 2015, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the 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. As originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (EIP) for full credit of the remaining balance. Our records confirm that on August 1, 2015, a JUMP! upgrade was completed in a retail location for mobile number ending in [redacted]. Moreover, it was determined that in order for the upgrade to be completed, due to the device having physical damage, a deductible in the amount of $150.00 was assessed and collected in store. Upon payment of the insurance claim the phone was upgraded to a Samsung Galaxy S5 handset. Please note that Mr. [redacted] started a new EIP offering with the purchase of the equipment referenced above and agreed to pay the remaining balance in 24 installments in the amount of $22.08. Additionally, since a JUMP! upgrade occurred, Mr. [redacted] Samsung Galaxy S4 handsets EIP balance of $182.00 was paid off and closed. T-Mobile provided a 14 return period which allowed Mr. [redacted] to use the equipment to see if it met his 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. Our records confirm that on August 13, 2015, Mr. [redacted] was advised of the return period above and elected not to return handset back to the point of sale. In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has offered to issue a credit in the amount of $347.92 toward the new EIP leaving a remaining balance of $182.00, which is equivalent to the amount owed for the Samsung Galaxy S4 handset prior to the completion of the JUMP! upgrade. Please be advised that Mr. [redacted] has until September 1, 2015, to contact me at the number provided below to accept our 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

April 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 April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her mobile internet ON Demand line of service. If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
T-Mobile records indicate on January 8, 2016, Ms. [redacted] elected to cancel two voice lines. At the time of Ms. [redacted]’s cancelation, she was informed that in order to keep her EIP active, she would have to activate a mobile internet On Demand line of service with a monthly charge of $10.00. On January 8, 2016, a line ending in [redacted] was activated with our mobile internet On Demand data service. As such, Ms. [redacted]’s account with monthly EIP’s remained active instead of being due in full on her billing statement dated January 9, 2016.
It is T-Mobile’s position that the $10.00 monthly fee associated with the mobile internet On Demand line of service is valid. However, in an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment of $160.00 to Ms. [redacted]’s account. Ms. [redacted]’s account now reflects a credit balance of $48.69. Furthermore, Ms. [redacted] has elected to cancel her On Demand line of service. Ms. [redacted]’s next billing statement dated May 9, 2017, will include her final remaining balance of $172.44 for her EIP’s due on or around June 1, 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.
Martin G[redacted]
Executive Response

February 11, 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 4, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction. 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 confirm on September 25, 2015, Ms. [redacted]’s service was converted from a Simple Choice No Credit check account to a Simple Choice postpaid account. T-Mobile confirms that the postpaid rate plan was higher than her previously selected no credit rate plan. In an effort to resolve this matter amicably, T-Mobile has placed Ms. [redacted] on a $100.00 Simple Choice Unlimited Talk, Text & Data rate plan that is the same monthly cost as her previously selected rate plan. The estimated monthly recurring charges and applicable taxes will be $111.11 each billing cycle. In addition, T-Mobile has applied an account credit of $156.57, for Ms. [redacted]’s current account balance. Ms. [redacted]’s account currently reflects a zero balance. Ms. [redacted] confirms that her due date of the 17th is in alignment with her needs. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

September 28, 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 Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 21, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] felt our last response was not sufficient to address Ms. [redacted]’ concerns. Please be advised that on September 26, 2016, pursuant to a conversation with Ms. [redacted], T-Mobile advised of the information in our previous response and agreed to place new orders for Ms. [redacted] which included one Apple iPhone 6S 64GB and two Apple iPhone SE 16GB handsets on our Equipment installment plan (“EIP"). Please be advised that T-Mobile agreed to bill the down payments of these devices directly to the account, which Ms. [redacted] accepted and agreed to pay no later than October 28, 2016. Please note that 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. Ms. [redacted] agreed to all three orders via the EIP agreement and advised our office that she considered this matter resolved to her satisfaction. Again, 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. James G[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 March 31, 2017 regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Mr. [redacted] which have proven unsuccessful therefore we will make every effort to address his concerns within this letter.
T-Mobile regrets to hear of Mr. [redacted]’s concerns regarding the pricing of our Samsung Galaxy S8 Plus on JUMP! On Demand (“JOD”). Please be advised that our current best pricing for Samsung Galaxy S8 Plus requires a capital cost reduction payment in the amount of $130.00 at the time of upgrade. Please note T-Mobile does not guarantee that the capital cost reduction payment is $0.00 for all devices on JOD.
It is important to T-Mobile to keep the initial costs of a JOD lease low and as we are always looking at ways to make equipment more accessible for our customers. Please note at this time T-Mobile has no plans to change the current price offering for the Samsung Galaxy S8 Plus. T-Mobile thanks Mr. [redacted] for his feedback regarding the marketing of our offer and will forward it to the appropriate departments for review.
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

August 16, 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 9, 2016, regarding the above-referenced account. We are pleased to report that we have contacted Ms. [redacted] and are actively working to address her concerns. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] has experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted] account and based on the coverage map, confirms that her account address is in a good coverage area and should expect 4G/LTE in most big buildings and homes. Our records further reflect that on November 30, 2015, Ms. [redacted] purchased a Samsung Note 5 32GB handset. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a new to like new 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 January 2, 2016, June 7, 2016, and August 1, 2016. We apologize for the inconveniences this caused Ms. [redacted]. Additionally, when Ms. [redacted] contacted Customer Care on August 7, 2016, to report that her recent exchange was still experiencing issues, we were able to complete troubleshooting which led to filing a new service request ticket. As this issue has continued to impact Ms. [redacted] in a negative way, on August 13, 2016, we engaged our engineering team for Ms. [redacted]’s market in order to help with additional troubleshooting and offered Ms. [redacted] $116.63 bill credit for compensation, which was 100% of the monthly charges from August 3, 2016, through September 2, 2016, for the inconveniences she experienced. Please note that on August 15, 2016, T-Mobile contacted Ms. [redacted] and presented the $116.63 bill credit and a follow up from our engineering team as resolution to her concerns which she has accepted and considers this matter addressed to her satisfaction. 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

Complaint: [redacted]I am rejecting this response because:I was not able to reach Sacny A[redacted] at the provided telephone number and have called back on multiple occasion most recently on Aug. 11, 2015 and left multiple messages with detailed information about the purpose of my call. Due to these circumstances I was not able to confirm nor accept the option offered by Mrs. A[redacted] for a replacement phone.  Additionally T mobile misrepresented the fact that I was using a non Tmobile branded device. I was using a T-mobile branded device model D6616 [redacted] Xperia Z3 before the device broke down, not an unlocked version as stated in the response. Sincerely,[redacted]

April 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      Mrs....

[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, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that Mrs. [redacted] and [redacted] is the same person.   T-Mobile records indicate that on December 16, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung On5 handsets.   At the time of purchase, Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $6.25. Please be advised that from November 30, 2016 through January 10, 2017, customers who sign up for the new T-Mobile ONE or qualifying plans and purchase a qualifying smartphone on EIP could receive a discount on the device via monthly EIP credits. As Ms. [redacted] was enrolled in in this promotion and receives a $6.25 monthly EIP credit for each of the Samsung On5 handsets.   T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission.  As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.    With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.  Naturally, several requirements must be met in order to be approved for this offer.   Upon research of this matter, T-Mobile records indicated that a in the amount of $1,006.32 has been approved to be mailed to Ms. [redacted] on April 7, 2017. Ms. [redacted] should allow up to 21 business days to receive the prepaid debit card at her address.   As a courtesy, and in an effort to amicably resolve this matter, T-Mobile spoke with Ms. [redacted] on April 12, 2017 and issued a credit to her account in the amount of $130.00 for one month of service charges providing the account with a credit balance in the amount of $130.00. Ms. [redacted] has accepted this as resolution to her concerns. 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.   Christopher R[redacted] Executive Response

May 1, 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 26, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] still has concerns with the monthly billing statement amounts and the final cost for the Apple iPhone 7 handsets.  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.   On March 5, 2017, Ms. [redacted] purchased an Apple iPhone 7 128 GB handset for the mobile number ending in [redacted] and with her trade-in her overall cost would be $100.00 for this handset.  The handset cost is $749.99, we received an Apple iPhone 6 Plus 64GB handset as a trade-in for this line.  At the time of the trade-in, on March 5, 2017, Ms. [redacted] received a $118.00 trade-in credit and it was applied to toward the down-payment of $125.99.  In addition, on April 17, 2017, T-Mobile issued a credit in the amount of $551.99 toward the EIP balance for this handset.  With the trade-in credit and EIP payment, Ms. [redacted] received credits totaling $669.99 toward this handset purchase, which leaves her actual cost for the handset at $80.00.   On March 5, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus 32 GB handset for $769.99 for the mobile number rending in [redacted], she traded-in an Apple iPhone 6 Plus 64 GB handset and received a trade-in credit in the amount of $118.00 that was used toward the down-payment and handset taxes.  On April 17, 2017, T-Mobile issued a credit toward the EIP balance in the amount of $551.99.  With the trade-in credit and EIP credit, Ms. [redacted] received credits totaling $669.99 toward the handset purchase, which leaves her final cost for the handset at $100.00.   Finally, on March 6, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus 32 GB handset for $769.99 for the mobile number ending in [redacted], she traded-in an Apple iPhone 6 Plus 16 GB handset and received a trade-in credit in the amount of $118.00 that was used toward the handset down-payment and taxes.  On April 17, 2017, a reward card in the amount of $551.99 was sent to Ms. [redacted], which may take up to ten business days for delivery.  With the trade-in credit and reward card, Ms. [redacted]’s cost for this handset is $100.00, which meets the monetary terms of the offers were honored.    Our records reflect that as Ms. [redacted] is currently on a promotional $120.00 4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the 2016 Friends and Family 2 Lines on Us promotion as she is already receiving one line of free which is built into her existing rate plan. As such, on March 1, 2017, Ms. [redacted]’s number ending [redacted] was enrolled in the promotion. We apologize for the inconveniences this has caused Ms. [redacted].   Our records further reflect that on March 4, 2017, Ms. [redacted] added a new line of service with mobile number ending [redacted] during our 2017 Free Add-A-Line: This One’s On Us! promotion. Starting March 1, 2017 and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for free. As Ms. [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibility. Please note that Ms. [redacted] will still be responsible for the taxes associated with the free lines of service.   Finally, on April 19, 2017, T-Mobile issued a goodwill credit in the amount of $248.40 to Ms. [redacted]’ account toward the disputed account balance.  As of May 1, 2017, Ms. [redacted]’s account reflects a zero balance.  Ms. [redacted]’s billing cycle closes on May 10, 2017 and her next payment will be paid via AutoPay on June 1, 2017.    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

February 8, 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 February 7, 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 he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his handset upgrade. T-Mobile records indicate that on November 14, 2014, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 4 White handset. At the time of purchase, Mr. [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $31.24. T-Mobile records confirm that on the date of purchase, Mr. [redacted] subscribed to the JUMP! feature on the mobile number ending in 9052. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an EIP for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12-month period beginning six months after enrollment. On June 30, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note 4 Black handset and an Apple iPhone 6 Plus Gold handset. At the time of purchase, Mr. [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $29.16 for the Samsung Galaxy Note 4 handset and $31.24 for the Apple iPhone 6 Plus handset. T-Mobile records confirm that at the time of the above-mentioned purchase, Mr. [redacted] subscribed to the JUMP! 2 feature on the mobile numbers ending in [redacted] and [redacted]. The JUMP! 2 feature provides customers 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 EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period. T-Mobile records indicate that on July 29, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy Note 5 32GB handsets, one in Gold the second in Black. Mr. [redacted] was not required to make a down payment however agreed to a series of 24-monthly installments in the amount of $29.59, per handset. T-Mobile has confirmed that at the time of Mr. [redacted]’ purchase of the two Samsung Galaxy Note 5 handsets, Mr. [redacted] attempted to surrender his two Samsung Galaxy Note 4 handsets as part of the JUMP! upgrade program. Due to an inadvertent error, Mr. [redacted] was informed that his trade-in of the Samsung Galaxy Note 4 handsets was not necessary. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed to do so during Mr. [redacted]’s contact with our retail location. T-Mobile records indicate that on October 14, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Rose Gold handset with 32GB of memory. Mr. [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $27.09. Records indicate that at the time of purchase Mr. [redacted] attempted to surrender his Apple iPhone 6 Plus handset as part of the JUMP! upgrade program. Unfortunately, Mr. [redacted]’s handset had sustained physical damage and would require him to file a claim with Assurant Solutions, Inc., the provider of Mr. [redacted]’ handset insurance, in order to replace the handset, prior to trade-in. T-Mobile records reflect that a claim was not filed with Assurant Solutions, Inc., nor was the Apple iPhone 6 Plus handset received by the retail store location. Nevertheless, in an effort to amicably resolve the matter, on February 7, 2017, T-Mobile closed the remaining EIP balance on the two Samsung Galaxy Note 4 handsets and the Apple iPhone 6 Plus handset. Additionally, T-Mobile applied a credit of $456.12, for the monthly EIP charges for all three handsets from July 24, 2016, through January 23, 2017. As Mr. [redacted]’ account had a balance of $858.49, for the billing cycle charges from November 25, 2016, through January 23, 2017, the balance was reduced to $402.37. On the same day, T-Mobile applied a courtesy credit of $94.30, for the restore from suspension fees charged to Mr. [redacted] account on the billing statement dated December 24, 2016, reducing the balance owed to $308.07. Mr. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

August 11, 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 July 30, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his payment posting concern. We appreciate the opportunity to respond to this matter. Our records reflect that Mr. [redacted] activated his service on November 16, 2016, with three voice lines ending in [redacted], [redacted], and [redacted]. Mr. [redacted] is subscribed to the Two Lines T-Mobile ONE All In Promotion for $110.00 taxes included. The fee for each additional line of service added to his current rate plan is $45.00 per line of service. Additionally, Mr. [redacted] activated one Mobile Internet line (“MI”) of service on December 6, 2016. Mr. [redacted] was subscribed to the T-Mobile ONE Tablet rate plan for $75.00 taxes included.
T-Mobile records reflect that Mr. [redacted] had multiple devices and accessories on an Equipment Installment Plan (“EIP”) offering purchased on different dates. Mr. [redacted] agreed to pay for the EIP’s over 24-monthly installments totaling $66.22. As such, Mr. [redacted]’s monthly access charges including his EIP’s was expected to be about $201.22.
It is important to note that Mr. [redacted] has carried a past due balance since his billing statement date February 19, 2017. Although Mr. [redacted] did remit payments toward his past due balances, the payments that were received were not for the full amount due resulting in the rolling past due balance, and suspension. Pursuant to T-Mobile’s Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
As payment was not received in a timely manner, T-Mobile suspended the account’s ability to place outbound calls, between the dates of January 16, 2017, through July 30, 2017 on eleven different occasions. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. In turn this caused the balance to fluctuate due to the additional restore from suspension fees that were assessed toward the account.
Upon speaking with Mr. [redacted] on August 10, 2017, in an effort to assist with his billing concerns, T-Mobile has offered to place a collection hold on his account for 60 days. Please note this will allow Mr. [redacted] additional time to bring his current balance of $998.00 in four installments of $249.50. The payments are to be made on August 7, 2017, September 7, 2017, September 21, 2017, and October 5, 2017. Please be advised that if the payments are not received all collections paths will resume. It is important to note that Mr. [redacted] has agreed to these terms. Additionally, as a courtesy T-Mobile has applied a one-time courtesy of $82.32 for the restore from suspend fees. This credit will impact the billing statement dated August 17, 2017. T-Mobile regrets any inconvenience caused 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.
Sharon B[redacted] Executive Response

Tell us why here...
October 25, 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 October 11, 2017, regarding the above-referenced account. Please note, that T-Mobile has confirmed that Ms. [redacted] and Ms. [redacted] is one in the same person.
In Ms. [redacted]’s letter to your office, she indicates that her family is not able to use service with their handsets in or around their home. We regret any coverage issues Ms. [redacted] experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Ms. [redacted] activated her T-Mobile service on July 14, 2017, and is subscribed to the T-Mobile ONE Unlimited Family rate plan with a total of five voice lines, and two digits lines. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Prime handsets, a Samsung Galaxy S8 Plus handset, an LG G6 handset, and an Apple iPhone 7 handset. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $137.99 and agree to a series of 24 monthly installments in the amount of $88.00.
It is important to note, as of the time of Ms. [redacted]’s purchase, T-Mobile provided a 14-day return period, which allowed Ms. [redacted] to use the equipment and service to see if the equipment and coverage met her needs. If the equipment or the coverage was not acceptable, the equipment 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.
As the coverage does not meet Ms. [redacted] and her family service needs, in an effort to amicably resolve this matter, T-Mobile has agreed to refund any EIP payments previously remitted and waive any remaining EIP obligations, provided only that Ms. [redacted] returns her devices to T-Mobile within 30 days from the date of this letter with the instructions provided to her via email. Additionally, if Ms. [redacted] was eligible for a T-Mobile offer to reimburse her early termination fees with another provider when she activated service with T-Mobile, we will continue to honor such reimbursement offer after cancellation of her service. 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.
Lupe C[redacted]
Executive Response

June 8, 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 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his 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 retail location and Customer Care.
T-Mobile records confirm that on April 6, 2017, Mr. [redacted] activated service with mobile numbers ending in 9294, 9644, 6034 and 4440. Further records show that on April 6, 2017, T-Mobile added an international block on the mobile number ending in 6034. However, due to an administrative error, the block was not added to the three other mobile numbers. This block prevents customers from dialing internationally on the T-Mobile network.
Mr. [redacted]’s billing cycle from April 7, 2017, through May 6, 2017, incurred a total of $576.40 including taxes for international calling charges. T-Mobile records indicate that on May 25, 2017, T-Mobile credited $100.00 leaving the account with a credit balance of $100.00. Additionally, T-Mobile added the international block on the remaining three mobile numbers.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on June 5, 2017, T-Mobile credited $476.40 for the remaining international calling charges leaving the account with a credit balance of $576.40.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

September 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 September 2, 2017, regarding the above-referenced account.  We are pleased to inform you that T-Mobile contacted Ms. [redacted] and addressed her concerns to her satisfaction. We regret any inconvenience to Ms. [redacted] regarding her account balances and we appreciate the opportunity to address her concerns.  T-Mobile records indicate on September 3, 2016, Ms. [redacted]’s account was activated with two lines of service and was enrolled in our T-Mobile ONE rate plan at $110.00 per month (taxes included).  Please note, Ms. [redacted] was also enrolled in our AutoPay feature and as such she received a $5.00 discount per line of service to bring her price of her rate plan down to $100.00 per month.  However, should AutoPay be removed, the discounts will cease to be applied.   Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) to purchase the following devices devices:   On October 15, 2016, Ms. [redacted] purchased an Apple iPhone 5S Gold 16GB device priced at $549.84. Ms. [redacted] remitted a payment of $246.00 as down payment and agreed to 24 monthly installments of $12.66 each.  On March 11, 2017, Ms. [redacted] purchased an Apple iPhone SE 16GB Gold device priced at $384.00 and agreed to 24 installments of $16.00 each.    Additionally, Ms. [redacted] had subscribed to the optional JUMP! 2 features at $12.00 per month for each line of service.  Altogether, Ms. [redacted]’s monthly recurring charges were of $162.66 per month.    Please note that Ms. [redacted]’s account was billed by a system known as “bill current”.  This means that charges for Ms. [redacted]’s rate plan were billed in advance of the service being provided and became due within that billing cycle.  If during that billing cycle Ms. [redacted]’s account had any usage charges, such as international calling or reconnection fees, the respective charges would be reflected on the next month’s statement.  Ms. [redacted]’s billing cycle started on the 5th of the month and closed on the 4th of month and had a due date of the 25th of the prior to the start of the new bill cycle.   Although Ms. [redacted] remitted payments to her account, they were never for her balance in full and as such, the account continued to carry a balance to the next billing statement. A review of Ms. [redacted]’s last three months of service show that the charges for the billing cycle ending on May 4, 2017 were a total of $210.32 which included two $20.00 reconnection fees for a previous service interruption for non-payment on April 13, 2017.  At that time, Ms. [redacted] had left a past due balance of $85.30 from the previous billing statement and as such, the total was of $295.62 due on May 25, 2017, which went unpaid.    After, the monthly recurring charges for the services rendered through June 4, 2017 were of $173.64 which included a late fee charge of $6.00 (includes taxes) and along with the past due, the total was $469.26 and was due on June 25, 2017.  For this balance Ms. [redacted] remitted the following payments:   On June 11, 2017, Ms. [redacted] remitted a payment of $140.00.  On June 14, 2017, Ms. [redacted] remitted a payment of $5.00.  On June 29, 2017, Ms. [redacted] remitted a payment of $65.00 to leave a revised past due balance of $259.26.    A new billing statement was produced for the services rendered through July 4, 2017 in the amount of $162.66 and along with the past due, it was then a total of $421.92 due on July 25, 2017.  For these charges, Ms. [redacted] remitted a payment of $75.00 on July 9, 2017.  On July 15, 2017, a payment of $10.62 was remitted which left a balance of $336.30 due on July 25, 2017.    On July 19, 2017, Ms. [redacted] cancelled her account by porting out her numbers to another service provider. A such, a final billing statement was produced which included the accelerated EIP charges, two reconnection fees of $20.00 each and a late fee of $5.00 plus taxes for a total of $395.80.  Along with the past due balance of $336.30, Ms. [redacted]’s final balances was a total of $732.10 and was due on August 25, 2017.  On August 30, 2017, as Ms. [redacted]’s account remained outstanding after cancellation, it was referred to a third party collection agency.  We regret any inconvenience to Ms. [redacted] regarding this matter.   In our conversation with Ms. [redacted], T-Mobile explained the aforementioned charges and provided her with copies of her billing statements at no additional charge.  Ms. [redacted] accepted the explanation of her charges as resolution to her concerns.  Ms. [redacted]’s account remains cancelled with a balance of $732.10 and is currently assigned to Receivable Performance Management (“RPM”) as the third party collection agency designated to collect on the balances owed.  Should Ms. [redacted] wish to remit her payment, she may contact RPM at 866-367-1878 at her convenience.   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.   Sal O[redacted] Executive Response