T-Mobile Usa Inc

June 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that we spoke with Mr. [redacted] and he has confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any promotional concerns Mr. [redacted] may have had and we appreciate the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. T-Mobile’s records confirm that as of November 19, 2016, Mr. [redacted] subscribed to the T-Mobile ONE with taxes excluded rate plan, which for $130.00, provides the first two lines with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month.
Between the months of November 2016, and March 2017, Mr. [redacted] took advantage of the following promotions:
• 2016 Samsung/LG Black Friday;
• Apple Black Friday;
• 2016 Fall LG Smartphone Offer;
• 2016 Friends and Family 2 lines On Us; and
• Free Add-A-Line: This One’s On Us
As can be expected, there are several eligibility requirements for each of the above promotions; Mr. [redacted] did meet the requirements of the offers. However, due to an administrative error, Mr. [redacted] was not receiving the correct monthly installment adjustments.
T-Mobile records indicate in Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the following handsets:
• A Samsung Galaxy S7 edge handset for $789.99, with $69.99 down and $30.00 per month for 24-months, for mobile number ending in [redacted].
• A Samsung Galaxy S7 edge handset for $789.99, with $69.99 down and $30.00 per month for 24-months, for mobile number ending in [redacted].
• LG Stylo 2 plus handset for $239.99, with zero down and $10.00 per month for 24-months, for mobile number ending in [redacted].
• An Apple iPhone 7 plus handset for $769.99, with $19.99 down and $31.25 per month for 24-months, for mobile number ending in [redacted].
T-Mobile’s records confirm that as of January 8, 2017, Mr. [redacted]’s account is participating in our Advantage Program. T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list. This discount program is referred to as the T-Mobile Advantage Program. Please note this is a grandfathered program which is not compatible with T-Mobile ONE. As Mr. [redacted] is currently on a T-Mobile One rate plan, his account is ineligible for the Advantage Program.
Please be advised that T-Mobile contacted Mr. [redacted] on June 7, 2017. At that time, T-Mobile assisted Mr. [redacted] with completing a rate plan change to our T-Mobile ONE plan with taxes inclusive which is $230.00 per month before any applicable AutoPay credits. AutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment method supplied by the customer. When an account is enrolled in AutoPay and subscribed to T-Mobile ONE, a $5.00 discount is provided per line of service monthly.
Mr. [redacted] will continue to receive his mobile number ending in 3814 for free which is part of our Free Add-A-Line on Us promotion. Please note that Mr. [redacted] is aware that with this promotion, his monthly bill will now be $205.00 a month before any applicable AutoPay credits. Mr. [redacted] is also aware that T-Mobile does not offer the Advantage program discount to the T-Mobile One rate plans.
T-Mobile has also absolved all remaining EIP balances associated with the above promotions. In addition, as a gesture of good faith and in an effort to amicably resolve this matter, T-Mobile did issued Mr. [redacted] a onetime credit of $307.06 leaving the account with a credit balance of $307.06. Mr. [redacted] did accept this as T-Mobile’s offer of resolution.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent calls to 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

July 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 26, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted] and we appreciate the opportunity to address her concerns. Please note that T-Mobile takes account security seriously. In review of Ms. [redacted]’s account T-Mobile found no unauthorized activity.
Please note that Ms. [redacted]’s account has reflected a past due balance for the last 12 months. T-Mobile records indicate a payment in the amount of $123.49 was made on April 19, 2017, leaving a past due balance of $128.27 due on May 6, 2017. T-Mobile records indicate that on May 21, 2017, Ms. [redacted] requested a payment arrangement for the past due balance of $128.27, which per her request, was set up to take a payment of $67.00 on May 27, 2017, and a second payment of $66.27 on June 2, 2017. Please note that payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. Additionally, if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account.
On May 29, 2017, as T-Mobile did not receive the $67.00 as agreed, Ms. [redacted]’s account was suspended. 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. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, on May 31, 2017, when Ms. [redacted] contacted Customer Care to make a second payment arrangement and the account was reactivated, the account was assessed a $20.00 restore from suspension fee. At that time, Ms. [redacted] agreed to a payment arrangement that payment would be received on June 3, 2017, for $67.00 and another on June 6, 2017, for $93.30. At that time, Ms. [redacted]’s bank information was collected in order to withdraw the future dated payments. Please note that on June 3, 2017, T-Mobile attempted to collect the agreed amount of $67.00, unfortunately the transaction was declined. Pursuant to Ms. [redacted]’s request T-Mobile deleted the future dated arrangement of $93.30.
In a conversation with Ms. [redacted] on June 30, 2017, pursuant to her request, T-Mobile has removed the authorized user from her account. Additionally, T-Mobile has provided Ms. [redacted] additional steps to keep her account secure; such as, setting up a unique password. As a courtesy, T-Mobile has issued a one-time adjustment of $20.00 for the restore from suspension fee and applicable taxes. T-Mobile records indicate that a payment of $100.00 was remitted on July 5, 2017, leaving a past due balance of $121.54 and new charges of $128.27. Ms. [redacted] may contact our Customer Care at her convenience to make arrangement for payment for the account balance of $249.81.
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.
Thania R[redacted]
Executive Response

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 18, 2016, regarding the above-referenced account. Please be advised that we have been unsuccessful in gaining contact with Ms. [redacted] regarding her concerns. We will make every effort to address and resolve Ms. [redacted]’s concerns within this letter. T-Mobile records indicate that on July 20, 2014, an Equipment Installment Plan (“EIP”) was initiated on Ms. [redacted]’s account for a Samsung Galaxy S4 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Additionally T-Mobile records indicate that on July 15, 2015, a JUMP! On Demand (“JOD”) lease was initiated on Ms. [redacted]’s account for a Samsung Galaxy Note 4 handset. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Ms. [redacted] has been absolved of all financial responsibility for the above mentioned EIP and JOD. In addition, T-Mobile has issues a credit to Ms. [redacted]’s account in the amount of $701.93 on November 17, 2016, leaving a revised credit balance of $110.59. Ms. [redacted]’s account remains active and in good standing. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

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.
Tracking ## [redacted] for return of handsets and phones and chargers- it is shipping out today and should be there by 4/7/16.
I forgot to include account information in the box  
Work [redacted]
Cell: [redacted]Sincerely, [redacted]

Revdex.com:i did not call in to activate my account. they activated without my permission. but since no fee is being charged I will close this close. thanks to 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]

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] and [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 14, 2018, regarding the above-referenced account.  As previously, mentioned T-Mobile records indicate the account holder of record is [redacted], and Mr. [redacted] has been designated as an authorized user of the account.  In addition, Mr. [redacted] and Mr. [redacted] are one in the same.  T-Mobile regrets any continued concerns Mr. [redacted] has regarding the account.  On January 31, 2018, upon speaking to Mr. [redacted] he expressed concerns regarding coverage at his home location.  After further review T-Mobile has confirmed Mr. [redacted] is receiving the expected coverage which is available in his area.  We regret any coverage issues Mr. [redacted] has experienced.  Please note that T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.In regards to Mr. [redacted]’s concerns regarding MyT-Mobile.com account permissions, T-Mobile has confirmed the only available options are Master View or View Non-Master.  These permissions can be set up by contacting Customer Care directly at 1-800-937-8997.  Please be advised Master View allows customer to view any line on the account and make most changes to lines of service on the account.  The View Non-Master allows customers to make changes and view their own line of service only. T-Mobile records confirm the current account plan is our Business Simple Choice 6-10 lines with unlimited talk, text, and 2.5 GB of data per line at the rate of $120.00 for the first six lines ending in 7000, 7770, 7779, 3878, 5725, and 1613; and $10.00 for the additional four lines ending in 7999, 5969, 6441, and 5723.  Additional features currently on the account include T-Mobile’s $10.00 Family Stateside International, $10.00 North America Family feature, $10.00 after discounts for Mobile Internet line ending in 7777, $10.00 after discount for Mobile Internet line ending in 9898, $10.00 for DIGITS Talk and Text for line ending in 6111, and $10.00 for DIGITS Talk and Text for line ending in 6161, plus applicable taxes and fees.  T-Mobile has confirmed the rate plan and services are being charged correctly.  Binge On is a network enhancement designed to stretch consumers data by automatically optimizing streaming videos at 480p+ resolution when enabled.  Furthermore, T-Mobile records confirm Mr. [redacted] currently has a promotional data package of 4 GB of free data, which will expire as of February 28, 2019; thereafter he will be reverted back to the original data package included with his rate plan of 2.5 GB per voice line of service.  Please be advised in order to receive Binge On benefits, customers must have a base rate plan with a 3 GB or higher permanent data package; therefore regrettably, Mr. [redacted] currently does not meet this requirement to receive this benefit and his data services are operating as expected.  As previously mentioned in our correspondence to your office dated February 2, 2018, T-Mobile applied account credits in the amount of $257.67 to account number [redacted], bringing this account to a zero balance, and $180.00 to account number [redacted], bringing the balance due to $352.73 due on February 11, 2018, which Mr. [redacted] previously accepted as resolution to his concerns.  T-Mobile has confirmed the current balance continues to be $352.73 due on February 11, 2018.  Additionally, there has not been additional billing statements generated since the billing statements dated January 19, 2018 for each account.  T-Mobile regrets any inconvenience this may have caused 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.Carolina F[redacted]Executive Response

October 16, 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 10, 2015, regarding the above-referenced account. T-Mobile understands seeing unexpected charges on a billing statement can be concerning and we regret any inconvenience Ms. [redacted] may have encountered. T-Mobile records confirm that Ms. [redacted] canceled her account on September 10, 2015 when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 27th of one month to the 26th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through October 25, 2015. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $47.71 for the pro-rated charges incurred from September 10, 2015 through September 25, 2015. Currently Ms. [redacted]’s T-Mobile account reflects a revised balance of $42.96 which is due October 19, 2015. 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. Liana G[redacted] Executive Response

Thank you for handling this matter.  T-Mobile contacted me and we have resolved the problem.

September 20, 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 17, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
 
T-Mobile regrets that the insurance replacement handset that Ms. [redacted] received on July 6, 2016 is now displaying physical flaws.  In an effort to resolve this matter for Ms. [redacted], T-Mobile agreed to send a replacement Samsung Galaxy Note 5 32 GB White handset via free UPS ground shipping.  Ms. [redacted] will return the defective handset to T-Mobile within 30 days to the following address:
 
T-Mobile USA, Inc.
Attn: [redacted]
 
As a gesture of goodwill, T-Mobile issued a $20.00 credit to Ms. [redacted]’s account to cover her cost of return shipping.  T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she experienced.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

June 12, 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 30, 2017, regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] had concerns with the return of his Apple iPhone 7 32 GB handset. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
On December 23, 2016, Mr. [redacted] purchased two Apple iPhone 7 handsets with our Equipment Installment Plan (“EIP”); one 128 GB and one 32 GB. T-Mobile spoke with Mr. [redacted] regarding this matter on March 2, 2017, and we agreed to allow him to return the Apple iPhone 7 128 GB handset to our office within 30-days from March 2, 2017. Mr. [redacted] was advised to return the handset in good condition without any physical or liquid damage and to ensure that the ‘Find my iPhone’ function was been disabled.
Provided that the handset was returned in good condition with the ‘Find my iPhone’ function disabled, T-Mobile would agree to close the EIP for the iPhone 7 128 GB handset. On March 13, 2017, T-Mobile received Mr. [redacted]’s iPhone 7 32 GB which was a different memory variant than what was originally agreed upon.
Nevertheless, on June 1, 2017, T-Mobile absolved Mr. [redacted] of the remaining balance of the EIP for the iPhone 7 32 GB handset. T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[redacted] Executive Response

August 10, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 29, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience in regards to transferring his number to another provider and we sincerely regret losing a long time customer.  Please note that T-Mobile has confirmed Mr. [redacted]’s PIN number for the account is accurate.  We have confirmed that Mr. [redacted]’s account is active and eligible should he wish to transfer his number to another provider.  However, as of today, August 10, 2017, T-Mobile has not received a request to transfer Mr. [redacted]’s number to another carrier.  As such, Mr. [redacted]’s account remains active with his above number.  Unfortunately, T-Mobile is unable to initiate a number transfer to another carrier as this must be done from the new carrier.  Therefore, we encourage Mr. [redacted] to contact his new carrier to request assistance with creating a number transfer 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.Jessica G[redacted]Executive Response

March 21, 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 March 10, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] regarding her T-Mobile account. T-Mobile records confirm that on November 18, 2015, Ms. [redacted] activated her T-Mobile account with her mobile number ending in [redacted]. Ms. [redacted] subscribed to our Simple Choice North America rate plan for $50.00 per month. This plan includes unlimited talk, text, and data with 4G/LTE speeds up to 2GB with no additional features. Ms. [redacted] monthly access charges were $50.00 before applicable taxes. Our records do not indicate that Ms. [redacted] account participated in our MCSA corporate discount program. This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. We are sorry for any misinformation given to Ms. [redacted] regarding our Advantage program. Ms. [redacted] was mailed a summarized billing statement, which was mailed approximately three days after her billing close date on the 26th of every month. Customers may request a detailed billing statement, which will show all data sessions with date/time stamps and breaks down the usage of megabytes for each session for an additional $1.99 per month. Please note that Ms. [redacted] can also view billing details using her self-service on MyT-Mobile.com or her MyT-Mobile.com account app from her handset. On January 3, 2016, Ms. [redacted] canceled her account when she transferred her mobile number to another service provider. Ms. [redacted] final account balance was $25.15, which consisted of her prorated monthly access charges from December 27, 2015, through January 26, 2016 and applicable taxes. It is T-Mobile’s position that the balance is valid. However, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile applied a courtesy credit of $25.15 for Ms. [redacted] final balance. Ms. [redacted] accepted the credit as a resolution to this matter. As of March 17, 2016, Ms. [redacted] 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

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

receipt of your correspondence dated August 29, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with making payments toward her account. T-Mobile records confirm that on March 29, 2016, Ms. [redacted] made a payment of $600.00 to her account with a check. This payment left Ms. [redacted]’s account at the time with a credit balance of $359.18. Further records confirm that on March 31, 2016, Ms. [redacted] contacted Customer Care and advised that she had overpaid her account and during this call she requested a refund of $359.18. On April 2, 2016, the above payment was returned to T-Mobile as unpaid and therefore the payment was removed from Ms. [redacted]’s account and her request for refund was declined. It is important to note that Ms. [redacted]’s account is billed in advance and her billing cycle runs from the 19th of the month to the 18th of the following month with payment due on the 11th of the month thereafter. 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. In reviewing Ms. [redacted]’s account, our records confirm that she had set up several payment arrangements which were not met. On April 7, 2016, Ms. [redacted] contacted Customer Care and set up a payment arrangement wherein she agreed to pay $120.41 on April 21, 2016, and a second payment of $120.41 on May 5, 2016. Our records confirm that the April 21, 2016, payment of $120.41 was successful. However, on May 4, 2016, Ms. [redacted] contacted Customer Care via our Live Chat, and pursuant to her request the payment method was removed for the second payment of $120.41, which was due on May 5, 2016. As such, Ms. [redacted]’s above payment arrangement failed and on May 7, 2016, her account was suspended. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. On May 8, 2016, Ms. [redacted] contacted Customer Care and set up another payment arrangement wherein she agreed to pay $75.41 on May 11, 2016. Our records indicate that on May 11, 2016, Ms. [redacted]’s financial institution rejected the payment for insufficient funds. On May 12, 2016, Ms. [redacted] contacted Customer Care and successfully made a payment of $75.41 to avoid suspension of her account. Again on May 12, 2016, Ms. [redacted] contacted Customer Care and pursuant to her request another payment arrangement was set up wherein she agreed to pay $141.90, on May 22, 2016. Our records confirm that payment was not made on May 22, 2016, as agreed and therefore, on May 24, 2016, Ms. [redacted]’s account was fully suspended for non-payment. On May 25, 2016, Ms. [redacted] remitted payment through our automated system in the amount of $99.01, restoring service to her account. Additional records confirm that on June 14, 2016, Ms. [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $116.38 on June 28, 2016, and $116.38 on July 12, 2016. Our records confirm that both payments were received on the specified due dates. Further review reflects that on July 15, 2016, Ms. [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $70.00 on July 29, 2016, and $119.86, on August 12, 2016. On July 22, 2016, Ms. [redacted]’s July 12, 2016, payment of $116.38 was returned as unpaid. Further records indicate that the July 29, 2016, payment arrangement was not met. As such, on August 1, 2016, Ms. [redacted]’s account was again suspended for non-payment, wherein she was unable to place outbound calls. On August 3, 2016, Ms. [redacted] called our automated system and set up a two part payment arrangement wherein she agreed to pay $158.09 on August 10, 2016, and $158.08 on August 24, 2016. Our records indicate that when we attempted to process the $158.09 payment on August 10, 2016, Ms. [redacted]’s financial institution rejected the payment for insufficient funds. As such, Ms. [redacted]’s account was suspended on August 13, 2016, for non-payment. On August 13, 2016, Ms. [redacted] contacted Customer Care and remitted payment in the amount of $158.09, and her service was restored. Additional records indicate that on August 13, 2016, Ms. [redacted] set up a payment arrangement wherein she agreed to pay $158.08 on August 25, 2016. Our records confirm that on August 25, 2016, we attempted to withdraw the payment of $158.08. However, the payment was rejected for insufficient funds. As such, Ms. [redacted]’s payment arrangement failed and therefore on August 28, 2016, her account was cancelled for non-payment. On August 28, 2016, Ms. [redacted] contacted Customer Care and remitted payment for $158.08, restoring service to her account. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted]’s account was suspended due to non-payment, she was assessed a valid $20.00 restore from suspension fee each time her account was restored. As such, it is T-Mobile’s position that the restore from suspension fees which were assessed to Ms. [redacted]’s May 2016, June 2016 and August 2016 billing statements, totaling $192.12 including tax, are valid. Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any of our representatives failed to do so while assisting Ms. [redacted]. In an effort to amicably resolve this issue, we have applied a credit of $96.06 to her account for one-half of the restore fees and taxes. This credit reduced Ms. [redacted]’s balance to $131.99, and she may verify this by visiting www.T-Mobile.com. 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 [redacted] Executive Response

October 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

September 29, 2016, regarding the above-referenced file number. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting [redacted] regarding her correspondence to your office. In an effort to resolve this matter amicably, on October 5, 2016, T-Mobile spoke with an authorized user on the referenced T-Mobile account, and resolved this matter to their satisfaction. 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[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]
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 June 1, 2017, from [redacted] regarding the above-referenced account. Please be advised that as previously mentioned, [redacted] has been designated as an authorized user of the account. We have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to the 2016 Apple iPhone 7 Trade Up promotional offer. T-Mobile records confirm that on October 8, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone 6 Silver 64GB handset on the mobile number ending in 0630, with the IMEI number of [redacted]. Mr. [redacted] was not required to pay a capital cost reduction but then agreed to a series of 18 monthly lease payments of $27.00.
Records confirm that at the time of the lease signing of the Apple iPhone 7 Plus Rose Gold 16GB handset, Mr. [redacted] agreed to return his leased Apple iPhone 6 handset. Regretfully, T-Mobile has no records of receiving Mr. [redacted]’s Apple iPhone 6 handset. Therefore, Mr. [redacted]’s JUMP! On Demand lease remained active and continued to bill to his account. On May 20, 2017, Mr. [redacted]’s JUMP! On Demand lease reached the 18 month term; as such, the remaining Purchase Option Price amount of $173.83, was applied to the May 25, 2017 billing statement.

T-Mobile requests that Mr. [redacted] submit a copy of his return receipt, within 30 days of this letter, directly to my attention at Diana.J[redacted][email protected]. If found that there was an administrative error and the handset was indeed returned, T-Mobile will honor the 2016 Apple iPhone 7 Trade Up promotional offer and apply a credit of $173.83 to Mr. [redacted]’s account for the remaining Purchase Option Price. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below. 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.
Diana J[redacted]
Executive Response

May 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 April 26, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding the cancellation of the above-referenced account. Please note that T-Mobile previously addressed Mr. [redacted]’ concerns in our response to your file number [redacted]. At that time, on February 7, 2017, T-Mobile agreed to apply a credit of $1,700.18 which covered all monthly access charges, equipment charges, applicable taxes and fees from the date of activation on October 18, 2016, through the date of cancellation on January 10, 2017. This left Mr. [redacted]’ account closed with a zero balance.
However, following T-Mobile’s response to your office dated February 13, 2017, Mr. [redacted] received additional systematic credits to his account for returned equipment totaling $1,379.98. As T-Mobile had previously adjusted all charges associated with the account on February 7, 2017, this created a credit balance on Mr. [redacted]’ account of $1,379.98, as he has referenced in his letter to your office.
As such, T-Mobile has since removed the credit balance from Mr. [redacted]’ account which will remain closed with a zero balance. Mr. [redacted] will receive one final billing statement reflecting the zero balance. Please note that on May 4, 2017, T-Mobile contacted Mr. [redacted] and advised him of our findings and actions taken. Mr. [redacted] is satisfied with the resolution and considers this matter resolved.
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

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 20, 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 14, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Mr. [redacted] satisfaction. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our Customer Care team. Our records confirm that Mr. [redacted] traded in an iPhone 6s Plus 128GB handset valued at $285.00, and an iPhone 6 64GB handset valued at $165.00. Please note that on September 22, 2016, Mr. [redacted] account was adjusted $165.00 for the trade in of the iPhone 6 64GB handset, and on October 4, 2016, Mr. [redacted] account was adjusted $285.00 for the trade in of the iPhone 6s Plus 128GB handset. Please note that trade in credits are typically applied to the most recent bill, and not to Equipment Installment Plans (“EIPs”). Our records confirm that between September 2016, and October 14, 2016, Mr. [redacted] trade-in credits have been applied to various EIPs on his account and then reversed. Note that when a trade-in credit is applied to an EIP, the following bill will reflect a charge equal to the trade in credit. This is the reason Mr. [redacted] billing statement was temporarily high, note that the trade in credit was applied to equal the EIP payment amount. On October 18, 2016, T-Mobile contacted Mr. [redacted] at which time we applied the trade-in credits mentioned above to the EIPs that Mr. [redacted] requested. At this time, Mr. [redacted] indicated that the issue was resolved to his satisfaction. 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. Taylor B[redacted] Executive Response