T-Mobile Usa Inc

April 24, 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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her account. T-Mobile records show that Ms. [redacted] contacted T-Mobile on November 29, 2016, and a line of service was activated. However, records show that Ms. [redacted]’s account was never used and the mobile line of service was cancelled on February 18, 2017. Please note that T-Mobile sent Ms. [redacted] a final billing statement dated March 2, 2017, reflecting a balance of 157.92, which was due on March 22, 2017.
As a payment was not remitted by the above mentioned due date, on March 31, 2017, Ms. [redacted]’s account was accessed a collection fee of $39.48 and was assigned to Amsher, a third-party collection agency, for collection attempts.
Furthermore, in an effort to amicably resolve this matter, on April 12, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $197.40 leaving the account closed with a zero balance. Therefore, Ms. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Ms. [redacted] should allow approximately 90 days for this information to be reflected on her credit report. 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.
Mercedes V[redacted]
Executive Response

December 23, 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]. [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 16, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding the promotional offers available her recent equipment purchase. T-Mobile records indicate that on April 4, 215, Ms. [redacted] activated the above reference account and subscribed to T-Mobile’s Promotional Simple Choice Family Unlimited Talk, Text and Data Four Lines Included rate plan for $100.00 per month and remains currently subscribed to this rate plan with mobile numbers ending in [redacted]. Please note that the mobile numbers ending in [redacted] are the Added-On-Lines to the account and each pay an additional $10.00 per month. Additionally, current promotional offers are not eligible under Ms. [redacted]’s current rate plan. Our records also indicate that on November 25, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of one Samsung Galaxy S7 Edge 32GB handset at a retail location. EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At the time of purchase, Ms. [redacted] was required to make a down payment of $69.99 plus the taxes on the full retail price of the equipment and agreed to a series of 24 monthly installments in the amount of $30.00. Starting on November 24, 2016, through November 27, 2016, T-Mobile offered the 2016 Samsung/ LG Black Friday offer. With the 2016 Samsung/ LG Black Friday offer customers who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with Unlimited Data and traded-in a qualifying fully own Apple, Samsung, or LG handset from any carrier would receive the Samsung Galaxy S7, Samsung Galaxy S7 Edge or LG V20 handset free of charge via monthly promotional EIP bill credits equivalent to the EIP monthly installment of the purchased Samsung Galaxy S7, Samsung Galaxy S7 Edge or LG V20 handset. Regrettably, Ms. [redacted]’s account did not meet the eligible rate plan requirement for the above mentioned offer; as such, the account was not eligible for the offer. In addition to the above mentioned offer, starting from November 24, 2016, through November 28, 2016, T-Mobile offer the 2016 November Samsung Gift Set offer. New and existing customers who purchased a qualifying Samsung Galaxy S7 or Samsung Galaxy S7 Edge handset, qualified to receive a Blue Box gift from Samsung including a free Samsung Gear VR plus a $50.00 Oculus Content. The following requirements were necessary: • Purchase a Samsung Galaxy S7 handset or Samsung Galaxy S7 Edge Starting November 24, 2016 through November 28, 2016. • Receive the purchased handset, have their sales receipt and the International Mobile Equipment Identifier (“IMEI”) available to redeem the offer. • Redeem the offer at https://www.SamsungPromotions.com/BlackFriday2016. Enter their email address. Following, complete additional submission information, enter the device’s IMEI number and upload the sales receipt. • Customers must redeem with Samsung no later than December 12, 2016. Customers must redeem their content no later than January 23, 2017. • Customers may also contact Samsung Promotion at 1-800-726-7864 (1-800-SAMSUNG) for further assistance. It is important to note that on November 26, 2016, after the equipment purchase had taken place, Ms. [redacted] was advised via text message of the 2016 Samsung/ LG Black Friday offer. Following, on December 14, 2016, Ms. [redacted] was again advised via text message that she had been incorrectly enrolled under the 2016 Samsung/ LG Black Friday offer. Next, on December 15, 2016, upon Ms. [redacted] contacting Customer Care, she was advised that in order to be eligible for the 2016 Samsung/ LG Black Friday offer, she needed to change her rate plan to an eligible rate plan. However, no changes were made at this time. We are sorry for any misunderstanding regarding the 2016 Samsung/ LG Black Friday offer and the 2016 November Samsung Gift Set offer. Yet, based on the offer requirements listed above, Ms. [redacted] is not eligible to redeem neither one of these offers. Nevertheless, in an effort to amicably resolve this matter and as a courtesy to Ms. [redacted], on December 21, 2016, T-Mobile agreed to issue a onetime courtesy credit of $400.00 towards the remaining EIP balance of the Samsung Galaxy S7 Edge handset. As a result, the EIP of the Samsung Galaxy S7 Edge handset was left with a remaining balance of $290.00 which will continue to be billed in monthly installments of $30.00 until paid off. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Aika A[redacted] Executive Response

February 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 3, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s experience at his local retail store while attempting to upgrade his son’s phone. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. T-Mobile strives to provide world-class service to all of our customers on each and every contact. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent visit to our retail location.
T-Mobile records indicate on December 15, 2016, Mr. [redacted] initiated an Equipment Installment Plan for a new Apple iPhone 7 32 gigabyte (“GB”) handset. We do regret if Mr. [redacted] had the attention of purchasing the plus size model of the new Apple iPhone 7.
In an effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $100.00 toward Mr. [redacted]’s open Equipment Installment Plan for the Apple iPhone 7 32 GB handset. Mr. [redacted]’s remaining Equipment Installment Plan for his Apple iPhone 7 32 GB is now $495.81.
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

September 13, 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 31, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to equipment charges.  T-Mobile’s Equipment Installment Plan (“EIP”) is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.  The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle and the benefit of trading in their current device on 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.   T-Mobile records indicate that on December 5, 2015 and December 10, 2015, Mr. [redacted] purchased two LG V10 handsets for use on the mobile numbers ending in [redacted] and [redacted] by utilizing EIP.  At the time of each purchase, Mr. [redacted] was required to remit payment for taxes on each device, and he agreed to 24 monthly installments of $25.00 on each device.   T-Mobile records confirm that on March 29, 2017, Mr. [redacted] placed an order for two Samsung Galaxy S8 Plus handsets and initiated the trade in of two LG V10 handsets by utilizing the JUMP! program. On May 2, 2017, T-Mobile received the LG V10 handset that was previously associated with the mobile number ending in [redacted], and on May 5, 2017, T-Mobile received the LG V10 handset that was previously associated with the mobile number ending in 8372.  Regrettably, due to an inadvertent error, no credits were applied for either of Mr. [redacted]’s EIP balances for each LG V10 handset.   On August 31, 2017, T-Mobile contacted Mr. [redacted] and agreed to apply a credit in the amount of $190.00 to his account in an effort to amicably resolve his concerns.  The EIP for each LG V10 handset is now closed with a zero balance.   Upon contacting Mr. [redacted] on September 2, 2017, Mr. [redacted] confirmed that his concerns have been fully resolved.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during any of Mr. [redacted]’s contacts with Customer Care.  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.   Anthony M[redacted] Executive Response

August 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No.[redacted] T-Mobile Prepaid No. xxx-xxx-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 28, 2016, regarding the above-referenced prepaid number. T-Mobile is happy to report we have resolved this matter to Ms. [redacted] satisfaction. T-Mobile sincerely regrets any concerns Ms. [redacted] has experienced regarding her prepaid account. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, Ms. [redacted] refund request on May 3, 2016, was declined. Nevertheless, in an effort to amicably resolve this matter, on July 29, 2016, T-Mobile refunded $40.00 to the address provided by Ms. [redacted] upon speaking with her. Please note it may take seven to ten business days to receive the refund in the form of a prepaid debit card. Upon speaking with Ms. Canty, she accepted this as resolution to her concern. 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

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, provided that the refund is received. Citibank has not yet sent the refund and made a error in the address it sent the refund. As of today, 3/23/16 no refund has been received. Citibank stated it would take 2-3 business days for them to process the Ach form sent on 3/18/16 to direct deposit the refund. I request the complaint remain open until the refund is receivedSincerely, [redacted]

April 12, 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 2, 2017, regarding the above-referenced account. Please be advised the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.
We regret to any concerns Ms. [redacted] has regarding T-Mobile’s Carrier Freedom promotion. 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 department.
Our records confirm Ms. [redacted] activated T-Mobile service on July 17, 2015. In review of Ms. [redacted]’s T-Mobile account we show no devices traded in to our warehouse. On June 21, 2016, T-Mobile’s Carrier Freedom team attempted to contact Ms. [redacted] regarding her Carrier Freedom documentation but was unsuccessful. Accordingly, a voicemail message was deposited advising Ms. [redacted] to provide full documentation of final billing statement.
In order to amicably resolve Ms. [redacted]’s concerns T-Mobile has agreed to send a prepaid MasterCard in the amount of $1,247.77, to cover the cost of the final [redacted] 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.
Christopher P[redacted]
Executive Response

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

December 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 November 20, 2017, regarding the above-referenced account.
We are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr. [redacted]’s expectations. While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity. In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.
T-Mobile’s records indicate that data usage on Mr. [redacted] account is very high relative to other customers. In fact, Mr. [redacted]’s account is among the highest data usage accounts on T-Mobile’s network with an average over the three billing cycles between September 9, 2017 through current cycle which started November 9, 2017, is about 100 gigabytes (“GB”) of usage.
As a very heavy user of T-Mobile services, Mr. [redacted]’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, a very heavy user, such as Mr. [redacted], will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, a very heavy user, such as Mr. [redacted], can expect to see some material reduction in data speeds.
The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is available. The lower speed that results from heavy network loading is temporary. When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go up.
Please be advised that T-Mobile has announced our ONE Plus future for power users who want to stream unlimited HD video and get faster mobile hotspot data speeds, including when traveling. T-Mobile is the first and only wireless provider to offer unlimited high speed mobile hotspot data. For an additional $25.00 per month, per line of service, customers can upgrade to the ONE Plus feature and receive unlimited mobile hotspot data, unlimited HD data passes and twice the browsing speeds when traveling abroad. More information about our T-Mobile ONE rate plan and ONE Plus feature can be found at: https://newsroom.t-mobile.com/news-and-blogs/t-mobile-one-amped.html.
T-Mobile believes that our T-Mobile ONE rate plan and ONE Plus feature offers are consistent with Open Internet rules and are positive and innovative services that let the customer choose from of a menu of options when they sign up for service. For example, under T-Mobile ONE, the customer chooses their video streaming experience – SD at a substantial discount, or HD either with data passes or as part of the ONE Plus offering. We have given the customer additional tools and options to enhance their T-Mobile experience, not taken anything away. Offering customers the ability to choose those plan features that matter the most to them at the right price is exactly the type of innovative offer that the Open Internet rules permit.
To learn more about T-Mobile’s Open Internet practices, Mr. [redacted] may visit https://www.t-mobile.com/company/company-info/consumer/internet-services.html.⇄ /> We understand that if Mr. [redacted] regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr. [redacted]’s high amount of data usage.
Thus, if Mr. [redacted] believes that his high data usage may continue to be a concern, T-Mobile is willing to allow Mr. [redacted] to cancel his T-Mobile service at any time as he is not under contractual obligation nor does he have any active Equipment Installment Plans (“EIP”) on his account.
Of course, if Mr. [redacted] does not wish to cancel his T-Mobile service, he is not required to do so. Mr. [redacted] is welcome to continue his service and account with T-Mobile, understanding that he may continue to experience reduced data speeds in places where the network is heavily loaded and his amount of data usage is disproportionately high.
Please note in an effort to amicably resolve Mr. [redacted]’s concerns upon speaking with him on November 28, 2017, T-Mobile has offered to apply a courtesy credit in the amount of $150.00, for six months of his paid feature ONE Plus at $25.00. In a further effort to address Mr. [redacted]’s concern and pursuant to his request, T-Mobile has removed the additional ONE Plus feature effective November 28, 2017. Please note the credit resulted in a balance reduction bringing the account to a credit balance of $10.01, which will be applied to the next bill dated December 9, 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

August 31, 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 23, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile understands the importance of customers billing statements reflecting the expected charges and we regret any difficulties Mr. [redacted] has encountered. T-Mobile also wishes to thank Mr. [redacted] for bringing his concerns to our attention as customer feedback is very important in improving the overall customer experience. It is important to note that Mr. [redacted]’s account is billed for the current month of service with a billing cycle that starts on the 19th of each month and ends on the 18th of the following month. Additionally, Mr. [redacted] has the following Equipment Installment Plans (“EIP"): • 4G LTE HotSpot for $3.58 per month • LG Optimus L90 for $5.74 per month • Two Alcatel One Touch Pixi tablets and device accessories for $18.99 per month • Samsung Galaxy S7 32GB for $27.92 per month. T-Mobile records confirm that, on July 21, 2016, the rate plan was changed to T-Mobile’s Simple Choice rate plan for $80.00 per month; previously Mr. [redacted]’s account was subscribed to the Simple Choice Family Match plan for $100.00. This rate plan change was backdated to July 19, 2016, the start of the then current billing cycle which resulted in the following billing statement reflecting monthly recurring charges for the Simple Choice rate plan for both the July and August billing cycles along with the EIP installments and a total amount due of $333.96. T-Mobile regrets any confusion or inconvenience this may have cause Mr. [redacted]. During the timeframe Mr. [redacted] was speaking with T-Mobile to settle the account balance, T-Mobile records indicate he was quoted a monthly cost of approximately $144.00 going forward after payments had been made. In order to provide a truly un-carrier experience, T-Mobile has applied an account credit in order to revise the balance to match $144.00. In addition to this account credit, T-Mobile has also waived the remaining balance owed on the HotSpot device, again to reach an amicable resolution; no installments for this device will appear on future billing statements. As of the date of this letter, Mr. [redacted]’s account reflects a balance of $144.00 and has a future dated payment for $57.09 to be processed on September 1, 2016. Once this has posted to the account, the remaining balance of $86.91 will be due no later than September 11, 2016. Going forward, Mr. [redacted]’s monthly recurring charges will be $132.65 plus applicable taxes, fees, and surcharges. 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. Liana G[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.
"In addition, our records confirm that we have recently made improvements to the coverage in Ms. [redacted] area during our recent modernization efforts, using our 700 MHz LTE and 1900MHz LTE spectrum. Please note that Ms. [redacted] Apple iPhone 6 Plus handset is not compatible with these bands of service, and as such, Ms. [redacted] data concerns would likely improve with an upgraded handset".
I question how TMobil, sold me a phone that I am suposed to be paying for two years and according to their own words, above, it is not compatible with their system.
I am accepting their offer but if this new phone or their system gives me problems, I believe that my contract should be finalized without a question.
Thanks to the Revdex.com for helping me out in this terrible experience with TMobil.Sincerely, [redacted]

April 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that the business has designated [redacted] as an authorized user of the 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] contact with our representative. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier family. We regret hearing of Mr. [redacted] concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [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. In order to qualify for the reimbursement of early termination fees, customers must submit their trade-in via [redacted] and submit their old carrier’s final bill pages showing the Early Termination Fees or device payment plan, phone number(s), name, and address to [email protected] 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 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 active and 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. Please note that any service charges from the other service provider are the responsibility of the customer and shall not be reimbursed. Nevertheless, as a gesture of good will, on February 14, 2016, a courtesy credit in the amount of $400.00 was applied to Mr. [redacted] account. Additionally, a second courtesy credit in the amount of $100.00 was applied on February 15, 2016. As such, T-Mobile respectfully declines any further compensation towards services provided by Mr. [redacted] previous service provider. Additionally, for new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. T-Mobile records reflect that Mr. [redacted] did not receive an up-front trade-in credit at the time of activation and, would therefore be eligible to receive the full amount up to $650.00 per mobile number. Please be advised that T-Mobile supports various methods for device remittance including: upgrade returns, device recovery (trade-in), and limited warranty exchange. Please note that with the various remittance programs, T-Mobile has various warehouses for remittances dependent on the program being utilized by our customers. Upon speaking with Mr. [redacted] on April 7, 2016, T-Mobile determined that the devices that Mr. [redacted] submitted for trade-in were sent to our upgrade return warehouse rather than [redacted]. As such, Mr. [redacted] request for Carrier Freedom reimbursement was denied. Although the devices were not submitted to the proper warehouse in an Un-Carrier move, on April 13, 2016, T-Mobile offered to honor Mr. [redacted] submission for Carrier Freedom reimbursement in the amount of $2,329.90 by issuing a pre-paid debit card sent out to his address of record. It is important to note that it may take up to 7 to 10 business days to be received. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to his reimbursement. 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

October 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 September 27, 2016, regarding the above-referenced account. We regret Ms. [redacted]’ concerns regarding her equipment upgrade down payment options. Please be advised all customers who choose to use our Equipment Installment Plan (“EIP”) option to pay for their equipment are required to enter into a 24-month financing agreement signed at the time of the purchase. While we regret any misunderstanding about the EIP program and the specifics of offers to Ms. [redacted], the down payment that would be collected at the time of purchase is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. With one of T-Mobile’s latest Un-carrier moves, T-Mobile has launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the account within 48 hours of the original due date. Payments posted after the 48 hour window will reset the monthly counter. It is important to note that well-qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available. However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers. In an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile has expedited this process and updated her account to qualify for the Smartphone Equality program for well-qualified pricing on future upgrades. Ms. [redacted] accepted this offer as resolution. 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. Kimo 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. I was personally contacted by the company in which they made every effort to correct my issue as expressed in my original notes.
Sincerely,
[redacted]

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

in receipt of your correspondence dated March 31, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On March 26, 2016, our records show that Mr. [redacted] called in and requested an over payment refund for the credit balance on the account in the amount of $81.53, as he intended to deactivate his line with T-Mobile. As Mr. [redacted] intended to port his line to another provider, T-Mobile could not deactivate the line as the line would need to remain active for the port out to process. T-Mobile records show that Mr. [redacted] prepaid account ending in [redacted] was set up with auto renew, which automatically pulls the monthly payment each month from the account’s credit balance. As such, on March 31, 2016, the monthly payment in the amount of $30.00 was automatically deducted from the credit balance of $81.53 on the account. Later on March 31, 2016, the mobile number ending in [redacted], ported to another provider. As T-Mobile is committed in providing our customers with resolutions to their concerns, on April 3, 2016, a refund in the amount $81.53 was processed into the checking account provided by Mr. [redacted]. Upon speaking to him, he was advised that this refund may take up to three business days, which is dependent on his financial institution. Mr. [redacted] accepted our resolution to his concerns. We apologize for 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. Carla S[redacted] Executive Response

July 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 27, 2017, regarding the above-referenced account. Please be advised in regards to the non-returnable items listed on Mr. [redacted] concern we have confirmed this is not in relation to T-Mobile.
T-Mobile regrets any concerns Mr. [redacted] in regards to his requests for a Mobile Device Unlock. Mobile Device Unlocks are available to customers who meet our eligibility requirements. On June 27, 2017, Mr. [redacted] provided a receipt copy showing he paid full price for the iPhone 6. Please note that Mr. [redacted] account is eligible to receive a Mobile Device Unlock for his iPhone 6. As such, on June 28, 2017, T-Mobile emailed Mr. [redacted] with the Mobile Device Unlock instructions needed to unlock his device. T-Mobile records confirm the device was successfully unlocked.
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] recent contact with 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.
Carolina F[redacted]
Executive Response

October 23, 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 October 16, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced regarding her billing and we appreciate the opportunity to provide the necessary details. T-Mobile records confirm that Ms. [redacted]’s last remitted payment was received on July 4, 2015, in the amount of $49.25, which satisfied the balance from statement dated July 13, 2015, which was due on August 6, 2015. Please be advised that Ms. [redacted] has continued to receive monthly recurring costs for billing statements dated August 13, 2015, September 13, 2015, and from August 13, 2015; however, no payments have been made to T-Mobile. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. Please be advised that as payment was not received timely, on October 1, 2015, T-Mobile suspended the account’s ability to place outbound calls. As Ms. [redacted] stopped being billed as a result of the suspension, she received a credit in the amount of $17.25, bringing the total balance owed to $128.20. T-Mobile respectfully declines Ms. [redacted]’s request for additional adjustments as there was usage up until the date of suspension due to nonpayment. We would hate to lose Ms. [redacted] as a customer however, should she wish to cancel her service, she will need to either contact the Customer Care department by dialing 611 from her handset or she may contact me at the number provided below to process her request and submit a payment for the balance on the account. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

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

July 27, 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 July 21, 2015, 2015, 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 advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. In an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on July 16, 2015, T-Mobile submitted an electronic refund in the amount of $155.21 to be credited to Ms. [redacted]’s checking account. Please be advised that Ms. [redacted]’s refund should appear within one to three business days from the above noted refund submission date. Pursuant to our above-referenced conversation with Ms. [redacted], her concerns have been fully resolved. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed as resolved. 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. Brandon M[redacted] Executive Response

October 31, 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 22, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to his international billing. T-Mobile has reviewed Mr. [redacted]’s account regarding the disputed international roaming charges for his mobile number’s ending in [redacted], [redacted] and [redacted]. Our records confirm the charges in dispute are for international data roaming from October 5, 2016, through October 7, 2016, while on a cruise ship. Please note that the charges for international data roaming on the previously mentioned mobile numbers total $2090.43. Please note that all data charges incurred while the handset is data roaming on a cruise ship are billed at our world class rates at a rate of $15.00 per megabyte plus applicable taxes and fees, even if the ship is at dock in U.S. waters. Billing is based on all data transmitted (sent and received). Further, as Mr. [redacted] indicates in his correspondence to your office customers receive the following message when traveling to a country that bills at world class roaming rates. Please also be advised that upon the handset registering with the network of a cruise ship, a series of text messages are sent to the handset that read: • Free T-Mobile Msg: CAUTION: Charges for web, email & apps while roaming up to $15/MB + tax. To opt out of data dial #763#, to opt in text #766# • Free T-Mobile Msg: Wi-Fi call charges are: FREE to the US, $0.20/min locally. To all other countries: long distance rates (as if originating from the US) • Free T-Mobile Msg: CAUTION: Welcome to Cruise Ship. Out of plan coverage. $0.50/text and <$5.99>/min talk. For info call us for free +1 [redacted] Based on the warning text messages that were sent and Mr. [redacted]’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid. Additionally, information on international roaming charges while on a cruise ship is readily available to customers who are interested in knowing the cost per minute before traveling. Information on calling charges can be found on www.t-mobile.com and through calls to Customer Care. Nevertheless, in an effort to resolve Mr. [redacted]’s concern, on October 26, 2016, T-Mobile offered a one-time courtesy credit for half of the amount of the international data roaming charges in the amount of $1,042.21. At the time Mr. [redacted] stated that he would consider the offer and T-Mobile advised that he would have until November 26, 2016, to contact our office at the below number to accept. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience 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. Shannon R[redacted] Executive Response