T-Mobile Usa Inc

April 27, 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 April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully addressed Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his Mobile Device Unlock (“MDU”) request. MDUs are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on April 18, 2017, Customer Care received a request for a MDU for his handsets.
T-Mobile records confirm that on April 19, 2017, T-Mobile approved Mr. [redacted]’s MDU request. Mr. [redacted] may complete the MDU process on his handsets by following the below steps:
If you have a non-T-Mobile SIM card:
1. Insert non T-Mobile SIM Card
2. Complete the setup process.

If you will be using your T-Mobile SIM card follow the steps below:

1. Back up your iPhone using iTunes.
2. When you have a backup, erase your iPhone.
3. When you see the Welcome screen, connect your device to iTunes.

If successfully unlocked, the message Congratulations, your iPhone has been unlocked will display. Additional information for unlocking Apple iPhone devices can be located at https://support.apple.com/en-us/HT201328. Pursuant to our conversation with Mr. [redacted], on April 25, 2017, he has confirmed that his devices have been successfully unlocked and working.

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

Complaint: [redacted]
I am rejecting this response because: I have been trying to contact T-mobile everyday. However I was direct to voicemail every single time. And I Do not understand the definition of 12 consecutive payment  that explain By T-mobile. It makes me feel like T-mobile just want to keep customer using service without offer any promotion at all.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I filed a complaint with T-Mobile and I thought it was handled correctly so I agreed to the business response. I have proof that ligia m[redacted] lied to me and my family by the emails me and her sent back and forth. She told me that two of the devices could upgrade and to mail her the devices on September 3rd, ligia never ever mentioned that T-Mobile would add a few of 208.00 to my account and I received a bill that says other wise. Even in the response from the Revdex.com, ligia said the amount left was 1500 for the devices and we would pay what we normally pay is what ligia said. I get my bill and T-Mobile has yet added another fee with no explaination to what this is, I can't afford to just keep paying fees with a sick mother who just had a heart transplant. I thought all this was handled correctly and believed ligia but she lied to me and I want to be done with T-Mobile and their horrible customer service against people of color I want the business to remove these charges you keep adding to my account and then I'm going to sprint where I'm treated better, I no longer want to stay at this horrible company
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: The T-Mobile response provided is NOT the resolution provided by the T-Mobile dispute resolution representative during our phone discussion.
1) The response from T-Mobile advises that the existing balance of forty-nine dollars and change is correct. That is not correct. The representative agreed to zero out the existing balance.
The bottom line: I owe T-Mobile zero dollars and zero cents. That is not written in this response. 2) "Customer rejected credit" is a misleading and not entirely correct statement.
There were two credits issued by T-Mobile:
Credit one, issued on the bill, which is what brought the amount owed down to the now forty-nine dollars and change. THAT credit IS acceptable (to me), AS LONG AS the remaining balance is removed as well.
The second "credit", of which I was only informed of on the call with the dispute resolution specialist, was a mailed gift card of some sort. THAT I did decline. Reason: I do not want a gift card. I want a zero balance.
3) The final agreement points decided upon by the dispute resolution specialist and myself are as follows:
   a) T-Mobile will adjust any and all "owed" amounts to $0.00.
   b) The aforementioned $0.00 balance will be visible on the next billing cycle. (Note* I did request this in writing and was refused)
   c) The "credit gift card" (said to have been mailed to me), per my request, will be voided on T-Mobile's end / thrown away on my end.
Sincerely,[redacted]

June 27, 2017
FILED ELECTRONICALLY

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced account.
T-Mobile regrets any misunderstanding Ms. [redacted] has regarding T-Mobile’s Carrier Freedom...

program and the status of her submission. There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. 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.
T-Mobile records reflect that on April 16, 2017, Ms. [redacted] activated service with T-Mobile and traded-in an Apple iPhone 6 16GB from [redacted] which provided a trade-in value of $109.00 and an Apple iPhone 7 128GB from [redacted] which provided a trade-in value of $285.00. As such, on April 16, 2017, Ms. [redacted]’s above trade-in credits totaling $394.00 were applied towards her initial activation cost of $502.50, and she paid the remaining balance of $108.50 with her Visa card ending in [redacted]
Based on the amount owed to Ms. [redacted]’s prior carrier and approval of her reimbursement request, on June 19, 2017, Ms. [redacted]’s Carrier Freedom reimbursement was approved in the amount of $339.99 for mobile number ending in [redacted] and on June 20, 2017, in the amount of $47.17 for mobile number ending in [redacted]. Please note it can take up to three weeks for the reimbursement to be received. T-Mobile regrets the delay in receiving the reimbursement. On May 22, 2017, as a gesture of good faith Ms. [redacted] was provided with a bill credit in the amount of $100.00.
Please note, T-Mobile spoke to Ms. [redacted] in regards to the service in her home area. T-Mobile’s records indicate that there we currently modernizing the towers in her area. Ms. [redacted] stated she is currently using Wi-Fi and that is working well for her. T-Mobile did offer a coverage device to also help with the coverage in which Ms. [redacted] declined. If Ms. [redacted] is interested in obtaining a coverage device in the future she can contact our Customer Care department at 800-937-8997.
Based on our above findings it is T-Mobile’s position that Ms. [redacted] received the full benefit of our Carrier Freedom promotion. Therefore, we respectfully decline any further request for reimbursement.
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 contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] 
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The reason I accepted the offer is because T-Mobile stated they would not pay  the earlier termination to [redacted] since I did not turned in my old phone. This was not explained to me as I stated before. I am still not happy that my credit has been compromised due to T-Mobile not standing by their standards. Sincerely, [redacted]

February 9, 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]T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 27, 2018, 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.We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submissions.  With our Carrier Freedom promotion, customers can get reimbursed for up to $650.00 of their current carrier's cancellation costs per line of service as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile.  Naturally, several requirements must be met in order to be approved for this offer. On November 6, 2017 Ms. [redacted] activated her T-Mobile account with three lines of service.  As indicated in Ms. [redacted]’s correspondence to your office, the lines of service were ported in from the previous carrier.  As a result, Ms. [redacted] was eligible for our Carrier Freedom reimbursement program. It is important to note that based on the amount owed to the prior carrier and approval of the reimbursement request, Ms. [redacted] will receive a $297.99 Carrier Freedom reimbursement within four weeks from the submission date of January 12, 2018, for the line ending 8627.  Regrettably, the Carrier Freedom reimbursement for line ending 0121 was denied as the Sprint device was active less than 60 days which was a requirement to qualify for the promotion.  T-Mobile regrets any inconvenience to Ms. [redacted]. In effort to amicably resolve Ms. [redacted]’s Carrier Freedom concerns, T-Mobile will extend the offer in honoring T-Mobile’s Carrier Freedom for line ending 0121 for 14-days from the date of this letter by providing T-Mobile with the final billing statement from Sprint reflecting the charges for the line ending 0121.  Ms. [redacted] can contact our office at the information provided below to take advantage of the offer or can fax the requested documents to 505-998-3796.  We regret 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.Rochelle M[redacted]Executive Response

Complaint: [redacted]I am rejecting this response because:Mr. [redacted] did try to reach me concerning my complaint twice in the same day but I was unable to anwser my phone because I was at work.  I have since spoken with him but nothing has been resolved and therefore I do not believe that my claim should be thrown out.  The last company representative that I spoke with said that I would recieve a deposit in my account last week and I never recieved it.  I have yet to recieve anything from TMobile at this point.  I have sent paperwork to Mr [redacted] via email and will include a copy of that in this email.  I also am attaching my initial reciept which I recieved on my first interaction with T-Mobile which clearly shows that my phones trade in value was $343 dollars.  After Mr.  [redacted] reviews this paperwork I would like to recieve my refund in a timely manner. I will be satisfied when this issue is resolved and I am in refunded the money that is owed to me.Sincerely,[redacted]

December 14, 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 December 8, 2016, regarding the above-referenced account number. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has in regards to our 2016 Apple Black Friday promotion. Please note that the offer was available from November 24, 2016, to November 27, 2016. Eligible customers who have a T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with unlimited data rate plan and traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier could get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus for free. T-Mobile records indicate on November 27, 2016, Mr. [redacted] spoke with T-Mobile Care Customer who advised he is not eligible for the promotion as he is not on an unlimited data plan.
Mr. [redacted] called again on November 27, 2016, and order ID [redacted] was placed for an iPhone 7 32GB device on the number ending in 8243 which is on the $0.00 4GB til2/28/19 then 2.5GB data plan so he did not qualify as previously advised. A second order ID [redacted] was placed for an iPhone 7 Plus 32GB device on the number ending in [redacted] for full retail price at $769.99 which disqualified it for the promotion as well as it was not on an Equipment Installment Plan (“EIP”) and it also is on $0.00 4GB til 2/28/19 then 2.5GB data plan so did not qualify. On December 6, 2016, order ID [redacted] was canceled at Mr. [redacted]’s request. Order ID [redacted] was shipped to Charlotte NC and was delivered on December 5, 2016. On December 7, 2016, T-Mobile Customer Care confirmed order ID [redacted] did not qualify for the promotion and offered an extended buyer’s remorse return. On December 9, 2016, we spoke with Mr. [redacted] and confirmed he did not qualify for the Black Friday offer as one device was purchased at full retail price and both did not have unlimited data. Mr. [redacted] confirmed one order was canceled and the other he shipped back to T-Mobile. We advised the EIP will be closed and credited back what he paid when we receive the device. However, as a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, we offered to order one new iPhone 7 32GB device for free. Mr. [redacted] accepted this offer. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

November 3, 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 October 31, 2016, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted]’ account was activated and used without her knowledge.  The UPS tracking information that Ms. [redacted]’ provided, [redacted], indicates that UPS received the package on June 17, 2016 and attempted to deliver the handset to her on June 23, 2016 although she refused delivery and a package was returned to T-Mobile’s National Return Center (“NRC”) on June 28, 2016.  Please be advised that the Apple iPhone 6 handset with International Mobile Equipment Identifier (“IMEI”) number that was in the package indicates that it was first used starting June 21, 2016, which is prior to the attempted delivery date per the information tracking on UPS’ website.   Based on our recent investigation, T-Mobile issued credits to the account in the amount of $837.23, which leaves the account closed with a zero balance.  Please be advised that this account was not yet referred to a third party collection agency and there has not been any reporting to the credit bureaus regarding this 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.   Ally Y[redacted] Executive Response

I agree upon receipt of the new iPhone 6s plus
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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

October 30, 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 22, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced regarding the Samsung Galaxy S4 handset and her billing concerns. T-Mobile records confirm that on September 28, 2014, Ms. [redacted] was assessed an out-of-warranty (“OOW”) fee due to physical damage in the amount of $191.19, which Ms. [redacted] did pay in full. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. With regard to Ms. [redacted] handset, upon receipt we examined it and it was found to have sustained damage to the LCD screen which is not covered under the warranty. Included below is the link to view the aforementioned damaged handset: [redacted] In an effort to amicably resolve Ms. [redacted] concerns, T-Mobile has issued a credit in the amount of $433.47, equivalent to the OOW fee referenced above. Additionally, T-Mobile has processed an upgrade for a LG G4 under our Equipment Installment Plan (“EIP”) and has removed the remaining balance for Ms. [redacted] EIP for the Samsung Galaxy S4 handset in the amount of $26.50. Please note that Ms. [redacted] account remains active with a credit balance of $26.50, which shall apply to her next billing statement. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

June 27, 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 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the cancellation of his account. T-Mobile records indicate on August 26, 2014, Mr. [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $50.00 per month for one line of service. On September 23, 2014, Mr. [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 Mr. [redacted].
On August 17, 2016, T-Mobile sent Mr. [redacted] a 4G LTE CellSpot device. Our 4GLTE CellSpot device provides improved indoor 3G/4G and LTE coverage. The coverage device was available for Mr. [redacted] to use as long as he remained a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. T-Mobile records indicate on October 2, 2016, we assisted Mr. [redacted] with return instructions for the coverage device. Due to an inadvertent error, the account was not cancelled that day. T-Mobile regrets any inconvenience to Mr. [redacted].
As Mr. [redacted] was enrolled in AutoPay, the monthly access charges continued to be paid through the credit card T-Mobile had on file. On February 21, 2017, Mr. [redacted] contacted T-Mobile and requested the cancellation of the account. Please be advised, the account was closed that day and AutoPay was cancelled.
As indicated in his correspondence to your office, Mr. [redacted] disputed charges with Discover. When a payment is returned to T-Mobile unpaid, a returned payment fee will bill to the account. Mr. [redacted] received four returned payment fees in the amount of $35.00 each.
Mr. [redacted]’s final monthly billing statement was in the amount of $405.07 and consisted of monthly access charges, returned payment fees and applicable taxes for the billing periods from October 27, 2016, through February 21, 2017.
In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $405.07 leaving the account cancelled with a zero balance. T-Mobile confirmed the account has been removed from collections. Please note it can take up to 90 days to reflect the change on Mr. [redacted]’s credit report. 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.
Jennifer G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response:1) The T-Mobile sales-agent INFORMED ME I was purchasing a $25 ONE-TIME 30-day LTE Mobile Internet service2) The customer service in Asia is woefully incompetent, at no time did I discover ANY of these facts provided in the Revdex.com response (eg: ongoing $20/monthly instead of $25/one-time)3) Exasperated after I could not get my refund or a straight-answer, T-Mobile assessed a Returned-Payment Fee when I filed a dispute with my credit card company4) The actual "money" issue is trivial and unimportant -- this is a clear example of a failure of T-Mobile to provide an ACCURATE description of what I purchased (it's not even correct on the sales-receipt)At no point has T-Mobile accepted full-responsibility, they have attempted to defer blame to ME, the customer.I am an EXPERT in the wireless industry, personally I own real estate used by tower companies and hold an FCC certification.  I went to a store, clearly stated what I wanted to purchased, the sales-agent SOLD ME THE WRONG ITEM, the receipt doesn't even show the correct price or provide an accurate description of the service.  When calling by phone, the barely-English-speaking contracting knew NOTHING.  Literally nothing.  T-Mobile wants to blame the customer, that's fine, the point is:  I entered into this agreement in good faith, I was willing to spend $50 for 30-days of Internet service + an activation fee.  Because of their incompetent, they sold me a different product, and because of continued incompetent -- I never received accurate information UNTIL NOW. This is the 1st I have learned of T-Mobile's facts.  It's not about money, it's about being referred to collections because of incompetent customer service.    
Sincerely,
[redacted]

May 26, 2017FILED 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 May 15, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  Therefore, we will make every effort to address Ms. [redacted]’s concern within this response. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to the above-referenced account.  T-Mobile records confirm that on September 26, 2016, Ms. [redacted] activated the above referenced account.Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit.  Based on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service.  Upon review of Ms. [redacted]’s account, T-Mobile reflects the original credit inquiry when she activated the aforementioned account has been the only one processed by T-Mobile.  T-Mobile would like the opportunity to assist Ms. [redacted].  As such, T-Mobile request that Ms. [redacted] contact me at the number listed below if she requires further assistance or has any additional questions regarding this matter.  T-Mobile regrets any inconvenience to Ms. [redacted].Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]Very truly yours,T-MOBILE USA, INC.Carlos T[redacted]Executive Response

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

receipt of your correspondence dated October 28, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that on August 24, 2011, Ms. [redacted] activated her mobile numbers ending in [redacted] and [redacted], at which time she agreed to keep her service active for 24 months. Ms. [redacted] was also subscribed to our now grandfathered promotional Classic Family Unlimited Talk and Text rate plan for $99.98 per month. Ms. [redacted] was also provided with handsets at a substantial discount in exchange for her 24-month agreement. Ms. [redacted]’s contractual obligation ran from August 24, 2011, through August 24, 2013. On August 26, 2013, Ms. [redacted] canceled her mobile number ending in [redacted], when she transferred her mobile number to another service provider. Our records indicate that on August 26, 2016, Ms. [redacted] contacted Customer Care to request her PIN number because she was transferring her mobile number to another service provider. There are no notations of a cancellation request for her mobile number ending in [redacted]. Our records further indicate that on September 9, 2013, Ms. [redacted] created a payment arrangement to pay $184.37 on September 20, 2013, and regretfully the payment failed on September 21, 2013. On October 7, 2013, Ms. [redacted]’s account was canceled for non-payment. On October 19, 2013, Ms. [redacted] made a payment in the amount of $185.00. We regret any inconvenience to Ms. [redacted] regarding her cancellation. Ms. [redacted]’s final account balance was $389.84, which consisted of her monthly access charges from August 4, 2013, through October 6, 2013, $40.00 for prior restore from suspension fees, and applicable taxes. T-Mobile provided Ms. [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on December 7, 2013, T-Mobile transferred Ms. [redacted]’s account to a third party collection agency. Between the dates of December 7, 2013, and October 15, 2016, Ms. [redacted]’s account was transferred to several different collection agencies and is now with Enhanced Resource Centers. It is T-Mobile’s position that the balance is valid. However, in an effort to amicably resolve this matter, on November 1, 2016, T-Mobile applied a courtesy credit of $389.84 to Ms. [redacted]’s account. In addition, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Ms. [redacted] accepted this as a resolution and her account remains canceled with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

June 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 27, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. In Mr. [redacted]’s letter to your office, he indicates that he experienced coverage concerns. Although we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] experienced any issues with his service. T-Mobile records confirm that on April 13, 2016, Mr. [redacted] activated one mobile number ending in [redacted] on the Simple Choice North America rate plan with unlimited talk, text messaging and one gigabyte of data up to 4G speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. Mr. [redacted]’s account reflects that an unlimited data feature with 14GB’s of hotspot for $45.00 was added to his base rate for an approximate total monthly cost of $100.70. Please be advised that T-Mobile does offer additional rate plans for the hearing impaired. Upon speaking with Mr. [redacted] on May 31, 2016, T-Mobile ascertained that Mr. [redacted] had originally requested the Simple Choice Data Only rate plan for $20.00 per month that includes 2 gigabytes of high speed data and unlimited text messaging for smartphones that have no need for voice services. It is important to note that this rate plans are restricted from accessing voice services. Regrettably, due to an administrative error Mr. [redacted]’s account was activated on a voice capable Simple Choice North America rate plan with additional data causing his monthly recurring cost to be approximately $75.00 higher than he had anticipated. It is important to note that Mr. [redacted]’s account is considered a bill current account and therefore is billed in advance; his bill cycle runs from the 15th of one month to the 14th of the following month and is due on the 7th. T-Mobile records confirm that Mr. [redacted]’s billing statement dated April 14, 2016, carried a total balance of $100.70. Mr. [redacted] was assessed $100.70 in current statement charges for monthly access, applicable taxes and fees for service between April 15, 2016, and May 14, 2016, which was due in full by May 7, 2016. On April 25, 2016, Mr. [redacted] contacted T-Mobile’s Loyalty Department and reported the concern with the difference in the monthly cost as well as coverage concerns. T-Mobile offered to adjust the rate plan to the agreed upon $20.00 per month monthly cost and advised that the credit would be entered on May 19, 2016, following end of the billing cycle. Unfortunately, due to coverage concerns, on April 25, 2016, Mr. [redacted] elected to terminate his service due to coverage concerns. As such, on May 15, 2016, the close of his next billing cycle, Mr. [redacted]’s was credited $61.86 for the unused prorated charges from April 25, 2016, through May 14, 2016, resulting in a reduced balance of $38.84 due in full by June 7, 2016. In an effort to amicably resolve Mr. [redacted]’s concerns, on May 31, 2016, T-Mobile issued a one-time credit to his account in the amount of $38.84. At this time Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any frustration that Mr. [redacted] experienced due to his monthly billing. 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

March 15, 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 March 2, 2016, regarding the above-referenced account. Please be advised that 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 inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] encountered with unlocking her iPhone 6. T-Mobile records confirm that on February 29, 2016, Ms. [redacted] submitted a request to unlock her iPhone 6 128GB with IMEI number [redacted]. It is important to note that all SIM unlock requests for iPhones are submitted through Apple directly. Unfortunately, Apple was unable to provide a SIM unlock for Ms. [redacted]’s above device. Further records confirm that when Apple responded to the SIM unlock request, the reason code they provided for the declined request stated “Non T-Mobile Device, Other or [redacted]”. Please note that Ms. [redacted]’s iPhone 6 with the above IMEI number is in fact a T-Mobile device and was never a [redacted] phone. T-Mobile spoke with Ms. [redacted] and she stated that she would be in Morocco for two more weeks and then will be traveling to Australia and that she would be returning stateside on or around June 20, 2016. In reviewing Ms. [redacted]’s account our records confirm that roaming charges totaling $150.00 were assessed to her February 28, 2016, billing statement for usage while in Morocco. Additional records reflect that Ms. [redacted] has pending charges totaling $510.00 for roaming while in Morocco which will be billed to her March 28, 2016, billing statement. In an effort to amicably resolve this issue, T-Mobile has applied a $150.00 credit to Ms. [redacted]’s account for the roaming charges billed to her February 28, 2016, billing statement for mobile number ending in [redacted]. We will follow up after the March 28, 2016, billing statement is made available and apply credit for the roaming charges billed through today’s date up to $550.00. Ms. [redacted]’s account now has an outstanding balance of $297.21 and she may verify this by visiting www.T-Mobile.com. Ms. [redacted] advised that she was going to purchase an unlocked iPhone 4s while in Morocco. We advised her that as a courtesy we would refund her for the purchase price of the device. Ms. [redacted] must email her receipt to my attention at [email protected]. After we receive Ms. [redacted]’s receipt for the purchase of the iPhone 4s we will follow up on June 20, 2016, per her request, and mail a prepaid debit card to her to refund her for her purchase cost. Furthermore, we will replace Ms. [redacted]’s iPhone 6 with an unlocked iPhone 6 once she returns to the United States. We will follow up with Ms. [redacted] on June 20, 2016, to complete this request. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

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 your correspondence dated August 1, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] is designated as an authorized user of the account.  We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding our handset promotions and we appreciate the opportunity to address his concerns.  As Mr. [redacted] is aware, the new 2017 Q3 Samsung GS8 BOGO offer stipulates that starting July 28, 2017 for a limited time, eligible postpaid customers who purchase a qualifying Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset on our Equipment Installment Plan (“EIP”) program and activate at least one new line on our T-Mobile ONE or Simple Choice Unlimited rate plan with unlimited high speed data can get a Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset for free after rebate.  Please note, the maximum value of the rebate is the full retail price ($800.00) of the Samsung Galaxy S8 Plus handset.   Our records confirm, on June 27, 2017, Mr. [redacted] purchased two Samsung Galaxy S8 handsets and activated two lines of service which consisted of one voice line and one Mobile Internet line.  However, in order to be eligible, Mr. [redacted] was required to have both new lines of service as voice lines and as such he was not approved for the offer.  We regret any inconvenience to Mr. [redacted] regarding the requirements for the afore-mentioned offer.   Regarding Mr. [redacted]’s concerns with our corporate discount program, for a business account such as his, Mr. [redacted] is eligible for our Corporate Discount Program which would provide him with a 15% discount off his monthly recurring charges if qualified.  Further review confirms, on May 26, 2017, Mr. [redacted]’s submission for the discount was declined as the proof of employment documentation required was invalid.  We regret any inconvenience to Mr. [redacted] regarding this matter.   Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on August 8, 2017, T-Mobile credited the EIP associated with the Samsung Galaxy S8 handset associated with the line of service ending in [redacted] in lieu of a rebate.  Furthermore, T-Mobile requested Mr. [redacted] submits his proof of employment documents to enroll his account in our Corporate Discount Program.  Pending approval, Mr. [redacted]l would receive his discount within one to two billing cycles.  Mr. [redacted] accepted our offers as 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.   Sal O[redacted] Executive Response