T-Mobile Usa Inc

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

in receipt of your correspondence dated June 28, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account. T-Mobile records confirm that on April 8, 2016, Mr. [redacted] participated in our JUMP! On Demand promotion for an iPhone 6S Plus with 64GB of memory silver on his mobile number ending in [redacted]. JUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong network. Mr. [redacted] was asked to make an upfront capital cost reduction payment of $129.99 and he agreed to 18 monthly lease charges of $28.00. On April 9, 2016, Mr. [redacted] purchased an iPad Air 2 Silver with 16GB of memory on his mobile number ending in 9770 on an Equipment Installment Plan, (“EIP”). Mr. [redacted] was not required to make a down payment and he agreed to 24 monthly installment charges of $22.09. As Mr. [redacted] states in his correspondence; he wanted to participate in our, “2016 Apple tablet bundle.” This promotion was offered from April 6, 2016, through June 28, 2016. Customers could receive a $200.00 prepaid MasterCard when they purchased any new iPhone and new Apple iPad on an EIP. Regretfully, Mr. [redacted] would be ineligible to participate since he leased his Apple iPhone 6S. However, in an effort to amicably resolve this matter, on July 1, 2016, T-Mobile mailed Mr. [redacted] a $200.00 prepaid card. Please allow seven to ten business days for delivery. If Mr. [redacted] would like information regarding his prepaid refund card, he may contact Citibank at 1-800-522-7458. Mr. [redacted] accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [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

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]

July 26, 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 July 20, 2017, regarding the above-referenced account.
T-Mobile regrets any continuous concerns Ms. [redacted] has regarding a mobile device unlock request. As stated in our correspondence to your office dated June 29, 2017, Ms. [redacted] was provided with an unlock code and mobile device unlock instructions for her device. However, upon speaking with Ms. [redacted] on July 24, 2017, she mentioned she has been unable to successfully unlock her device. In an effort to amicably resolve this matter T-Mobile recommended Ms. [redacted] to visit a T-Mobile retail location to assist her in completing her mobile device unlock. Ms. [redacted] should also not continue to attempt unlocking the device herself as there is the possibility that it will be permanently locked and the code will no longer work. Ms. [redacted] accepted this direction and next steps 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.
Abigail [redacted]
Executive Response

August 31, 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 August 22, 2015, regarding the above-referenced account. We are pleased to report that the issue has been resolved to Mr. [redacted] satisfaction. We truly apologize that Mr. [redacted] experienced complications with the order that was processed on July 29, 2015, through our Handset Exchange Program for his Samsung Galaxy S 4. With regard to Mr. [redacted] handset, upon receipt we examined it and it was found to have sustained LCD damage, which is not covered under the Limited Warranty. As such, Mr. [redacted] was charged a $400.00 out-of-warranty fee plus $27.00 in taxes. It is T-Mobile’s position that the charges are valid. However on August 27, 2015, T-Mobile contacted Mr. Johnson, and offered to credit the $427.00 charge as a result of Mr. [redacted] excellent history with T-Mobile. Mr. [redacted] accepted this offer as resolution to his concerns. Mr. [redacted] T-Mobile billing statement after the credit reflected the balance of $265.10, for services rendered, applicable taxes and fees. Mr. [redacted] may contact our Customer Care at [redacted] to make arrangement for payment or may remit payment to the address listed on his 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 [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

August 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] continues to have billing concerns with her T-Mobile account.  T-Mobile received Ms. [redacted]’s concerns regarding her billing and sent her an email to address her concerns on July 19, 2017, July 25, 2017, July 26, 2017, July 27, 2017, August 3, 2017, and August 8, 2017.    T-Mobile records confirm that on June 25, 2017, Ms. [redacted] requested to change her rate plan to our T-Mobile ONE rate plan which includes her taxes and fees with her voice mobile numbers ending in [redacted] at $205.00 per month.  Ms. [redacted] has a $12.00 per month equipment protection feature on all of her mobile numbers except for her mobile number ending in [redacted] for $84.00 per month. Please note that since Ms. [redacted] elected to change to our T-Mobile ONE with taxes and fees included rate plan; she is no longer eligible for the $20.00 credit for the fourth line free promotion on the mobile number ending in [redacted].  We would not be able to honor this promotion unless Ms. [redacted] changes her rate plan back to our T-Mobile ONE with applicable taxes and fees excluded.   Ms. [redacted] has three additional Mobile Internet mobile numbers ending in [redacted], [redacted], and [redacted].  Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] are both subscribed to our T-Mobile ONE Tablet rate plan for $75.00 per month and she receives an automatic discount of $55.00 for having an active voice line making them $25.00 each.  Ms. [redacted]’s mobile number ending in [redacted] is subscribed to our Mobile Internet rate plan with 4G speeds up to 2GB for $25.00 per month.  Ms. [redacted] receives an automatic $10.00 discount for her mobile number ending in [redacted] for having an active voice line making it $15.00 per month. We regret if Ms. [redacted] was provided with any misinformation regarding her Mobile Internet mobile numbers and we have yet to receive confirmation if she would like to change her rate plan on her mobile number ending in [redacted] to our T-Mobile ONE rate plan with unlimited 4G speeds.   In addition, Ms. [redacted] was offered our 2 Add A Lines for the price of 1 promotion, whereby eligible postpaid customers can get two additional lines for the price of one via bill credits of 50% off each Add A Line.  Ms. [redacted] is receiving her 50% discount on her Mobile Internet mobile numbers ending in [redacted] and [redacted].  After all her discounts Ms. [redacted] pays $7.50 for her Mobile Internet mobile number ending in [redacted] and $12.50 for her Mobile Internet number ending in [redacted].    On February 6, 2017, Ms. [redacted] purchased an Apple iPad Pro with our Equipment Installment Plan (“EIP”) offering on her Mobile Internet mobile number ending in [redacted] for a total of $829.99.  Ms. [redacted] was required to make a down payment of $109.99 and agreed to 24 monthly installment charges of $30.00 per month. It is important to note that customers are provided with the EIP agreement for a signature so that all details can be reviewed. This was sent on February 6, 2017 to Ms. [redacted] for review and it was returned signed.    In addition, Ms. [redacted] has previously participated in our EIP for other equipment and has been provided with a list of her equipment and accessories.  Ms. [redacted] pays a total of $91.73 in monthly EIPs.  Ms. [redacted]’s monthly access charges plus her monthly EIPs are a total of $425.73 per month.    Ms. [redacted]’s account was suspended on June 28, 2017, and on in July 10, 2017, we applied a courtesy credit of $174.08 for restore from suspension fees.  This is an important consideration when taking the above-referenced suspensions into account. When the suspension occurs in the middle of Ms. [redacted]’s billing cycle that runs from the 25th to the 24th of every month, the current monthly access charges are credited and prorated monthly access charges, including the monthly access charges for the next billing cycle, are billed on the next billing statement.  For this reason, the following billing statement includes monthly access charges spanning two separate intervals, which can resolute in a higher than expected bill.  Please note that prorated charges also occur when there is a rate plan change, feature change, activation, or cancellation of any kind.   As of August 8, 2017, Ms. [redacted]’s account is active with a balance of $1,034.51, which consists of her monthly access charges from June 25, 2017 through August 24, 2017, monthly EIPs, prorated charges from June 28, 2017 through July 24, 2017, a $5.00 payment support fee, and a $10.00 late payment fee.  It is T-Mobile’s position that the balance is valid.  T-Mobile provided Ms. [redacted] with her last three billing statement.  As a courtesy, T-Mobile placed Ms. [redacted]’s account on hold for payment until August 10, 2017.  Ms. [redacted] may also contact our Financial Care at 1-800-937-8997 for payment or payment arrangement options.   In an effort to amicably resolve this matter, on August 8, 2017, T-Mobile offered Ms. [redacted] the option to return to her previous rate plan to receive the fourth free line promotion, change her data plan on her mobile number ending in [redacted] to our T-Mobile ONE unlimited 4G speed Mobile Internet data rate plan, and the option to return her Apple iPad Pro Tablet or any equipment to our Executive office in exchange for a credit of the remaining EIP balance.  The equipment can be mailed to me at the following address:    T-Mobile USA, Inc. Attn: Ligia M[redacted] c/o Executive Response P.O. Box 37380 Albuquerque, NM  87176   T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile.  We ask that Ms. [redacted] please include the equipment, tablet, batteries, chargers, and her account information within the box to ensure proper credit.  Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above.  We also ask that Ms. [redacted] disable the “Find My iPhone” feature on any of her Apple devices or tablet.  If the equipment has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty or the Find My iPhone feature is enabled, the equipment will be returned to Ms. [redacted] and the remaining final EIP balance will then be considered valid.  It is important to note, Ms. [redacted] must have the equipment post marked for return no later than September 8, 2017 to take advantage of this offer.  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

Complaint: [redacted]
I am rejecting this response because: I have tried to contact Jennifer G[redacted] (Representative for T-Mobile) 4 times and have had no return phone calls or emails back from this company at all. On Sat 3/4/2017 I contact Jennifer and had no return email. On March 8 I tried calling Jennifer to find some resolution to our issues, Jennifer was not available and I left a message, I had no return phone call this day. On March 9 I again tried to call Jennifer and I left a message again and had no return phone call. On March 10 I had called Jennifer again and I left a message again and I still had no return phone call. The main reason I am rejecting this offer is the fact that the customer service representatives constantly changing their stories in what they are telling me each time I call in, and the fact that this is the second time in about 6 months of the same thing happening. I believe that the what is left on my bill should not be the amount that I should owe since I was not able to use my phone for 2 weeks and that they are charging me for that. A phone is useless if I can't use it to even get to my voicemail or texts. Not only that my bill over the last year to two years has increased dramatically. On the phone number ending in [redacted], I had requested that this line be disconnected a long time ago. T-mobile informed me that they would not charge me but they still needed to have the phone line on my bill, I told them no I wanted it off my bill, but they continued to put it on my bill, even though I only use this tablet at my home which has wifi. So therefore there is no need to have a second line on my bill. I have had constant struggles with this company to do the simplest of things and for some reason they can't seem to give me a consistent answer, on anything on my account and yet my bill continues to raise. One final thing is I had asked the night before my phone got shutoff to get an extension on my phone until next the customer service agent agreed to give me this extension and that I could pay the full balance of what I owed then. T-mobile is now claiming that he did not do this, but in fact he did do this, otherwise I wouldn't have been so angry with T-mobile I even verified the information back with the guy and he agreed. That is my complete and total understanding and to me since T-mobile did not do this, I feel like I was completely lied to and have decided not to do business with them again. What made it even more difficult is the fact that when I called back in they acted like I was on a totally different level. Therefore I am rejecting this deal until they come up with a better solution, because I feel like T-mobile completely lied to me and totally backed out of the deal that I had tried to make the night before my phone was to be shut off. I was trying to work with them, but I feel like T-Mobile does not want to work with me and since I have had no contact with Jennifer or any other T-mobile representative I can only feel that this is what is going on. 
Sincerely,
[redacted]

May 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 May 17, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. We regret to hear of any concerns Ms. [redacted] has experienced regarding T-Mobile’s handset exchange program. T-Mobile records confirm that on March 12, 2016, Ms. [redacted] purchased two Samsung Galaxy S7 Edge handsets through our Equipment Installment Plan (“EIP”) program. At that time, T-Mobile provided Ms. [redacted] a 14-day return period which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Additionally, by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide Ms. [redacted] with a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that her 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. According to our records, Ms. [redacted] has completed handset exchanges on the following dates: •March 24, 2016 •April 1, 2016 •April 17, 2016 •May 5, 2016 Please be advised, with Ms. [redacted]’s handset purchase a set of Terms and Conditions including the Limited Warranty was provided which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Nevertheless, although Ms. [redacted] is beyond her return period, in an effort to amicably resolve the matter T-Mobile is offering a 30-day period from the date of this letter in which Ms. [redacted] may return her Samsung Galaxy S7 Edge handset to my attention at the following address: T-Mobile USA, Inc. Attn: Brandon M[redacted]c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of Ms. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $346.50. Additionally, T-Mobile will submit a refund in the amount of $416.99 for Ms. [redacted]’s down payment and the past two EIP charges from the billing statements dated April 15, 2016, and May 15, 2016, which will be delivered via prepaid debit card within 14 business days. Please note that Ms. [redacted] will remain responsible for the remaining account balance. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, charger, and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer. 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. Brandon M[redacted]Executive Response

July 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Name: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 23, 2017, regarding the above-referenced account. Please note that the account holder of record is [redacted] and Mr. [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’ concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records indicate that, on June 10, 2017, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG V20 handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $264.00 per device and agree to a series of 24 monthly installments in the amount of $9.00 per device.
T-Mobile regrets any misunderstanding about the EIP program and the specifics of the offer to Mr. [redacted]. The down payment collected at the time of contracting is determined by several factors including handsets selected, individual account tenure, payment history, and credit information. Based on the above factors, Mr. [redacted] qualified to purchase an Apple iPhone 7 Plus handset with a retail price of $869.99 by making a down payment of $426.00. If Mr. [redacted] selected to return one of the LG V20 devices within the 14 day return period while also financing an iPhone 7 Plus, the previous down payment of $264.00 would be refunded and applied to the new down payment of $426.00 reducing the amount due to $162.00 plus applicable sales tax per device financed.
In order to provide Mr. [redacted] with a truly Un-carrier experience, T-Mobile has made a one-time exception and reduced the down payments owed for the iPhone 7 Plus handsets to $149.99 per device and ordered two new devices via our EIP offering. T-Mobile has also asked Mr. [redacted] to return his LG V20 handsets to our office at:
T-Mobile USA, Inc.
Attn: Liana
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile encourages Mr. [redacted] to use a traceable carrier and keep the tracking number for his records. T-Mobile also asks that Mr. [redacted] provide the batteries, USB cables, and charging ports included with these devices along with a note in the box with his account information. Once T-Mobile has received the devices and confirmed they are in working condition with no physical or liquid damage, we will close the EIPs for these devices and apply account credits for the amount paid at the time of purchase.
T-Mobile records confirm that, starting June 2, 2017, and for a limited time, eligible customers who purchase a new Apple iPhone on EIP and activate at least one new voice line of service on a qualifying rate plan, can get an Apple iPhone SE for free after rebate. T-Mobile records confirm Mr. [redacted] took the necessary steps to qualify for this promotional offer however, due to an inadvertent error, the iPhone SE handset was financed via our JUMP! On Demand lease option as oppose to EIP and therefore did not qualify for this offer. Nevertheless, in order to reach an amicable resolution, T-Mobile has applied a $400.00 credit to the account in order to honor this offer; the account now reflects a $400.00 credit balance which will be applied to upcoming billing statements until depleted.
The account has six active voice lines of service and is subscribed to the T-Mobile ONE @Work Tax Inclusive rate plan with a monthly cost of $230.00. Additionally, four of these lines are subscribed to equipment protection for an additional $51.00 per month bringing the total monthly recurring service costs to $281.00 taxes and fees included. The account also has recurring equipment charges totaling $95.01 including the LG V20 handsets. This brings the monthly recurring charges to $376.01 plus applicable sales tax on the financed devices. The account can receive monthly credits of $5.00 per line if it is enrolled in T-Mobile’s AutoPay feature which will reduce the monthly cost to $346.01 plus applicable sales tax on the financed devices.
T-Mobile would also like to take advantage of this opportunity to inform Mr. [redacted] of our Kick Back offer for additional monthly savings. Customers subscribed to T-Mobile ONE are able to get a $10.00 bill credit per eligible line when that line uses two gigabytes or less of data in the billing cycle. These credits appear on the billing statement following each eligible cycle. In order to take advantage of this program, customers must enroll via the T-Mobile app on their smartphone devices, online, or through our Customer Care teams and must pay their bill on-time.
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

April 19, 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 11, 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 Ms. [redacted] as an authorized user of the account. Please be advised that the above file number references a complaint to your office that was resolved on December 12, 2016.
T-Mobile regrets any ongoing concerns Ms. [redacted] has with her rate plan and her attempts to contact the Executive Office. We make every effort to contact our customers at their preferred contact method and time and we apologize that we were not initially able to make contact with Ms. [redacted]; however, on April 18, 2017, we were successful in reaching her.
T-Mobile regrets any continued concerns Ms. [redacted] experienced in regards to the billing on her T-Mobile account. As mentioned on our correspondence dated April 4, 2017, under file number [redacted] the billing statement dated March 23, 2017, reflected a total balance owed in the amount of $605.38. Please note that $308.71 was considered past due.. Ms. [redacted] was assessed monthly access charges in the amount of $296.67 for services rendered from March 23, 2017, through April 22, 2017, as well as, the Lease payments and EIP installments.
Please note that T-Mobile records reflect payments totaling the amount of $253.33 were made from March 24, 2017, to April 3, 2017, resulting in an updated balance of $352.05. In an effort to amicably resolve Ms. [redacted]’s concerns T-Mobile applied a one-time $55.38 credit to Mr. [redacted]’s account further reducing his balance to $296.67 which is due on April 15, 2017.
Based on our findings, it is T-Mobile’s position that Mr. [redacted] is being billed correctly for his selected rate plan, features and equipment. Additionally, in a gesture of good will T-Mobile has applied an executive collection hold to his account until April 30, 2017. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted] and we appreciate their business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted]
Executive Response

May 26, 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 14, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns within this response.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with the purchase option price of his JUMP! On Demand (“JOD”) agreement. JOD 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. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. After which, a customer may choose to return the device or purchase their leased device for the purchase option price.
On August 23, 2015, T-Mobile records indicate Mr. [redacted] initiated a lease for a Samsung Galaxy Note 5 32 GB handset on our JOD lease offer at a total price of $699.99 plus applicable taxes and fees. Mr. [redacted] remitted a capital cost reduction payment in the amount of $516.00 and agreed to 18-monthly lease payments of $0.34. Upon completion of the JOD lease agreement, Mr. [redacted] would have the option to purchase the handset for the purchase option price. It is important to note that Mr. [redacted] contacted Customer Care on November 17, 2015, in regard to processing a JOD upgrade from his current Samsung Galaxy Note 5 32 GB handset to a Samsung Galaxy Note 5 64 GB handset and was advised at that time of the cost and the JOD lease agreement. Please be advised T-Mobile applied a courtesy account credit on November 18, 2015, in the amount of $77.99 to close this Samsung Galaxy Note 5 32 GB JOD lease agreement.
On November 18, 2015, T-Mobile records indicate Mr. [redacted] initiated a lease for a Samsung Note 5 64 GB handset on our JOD lease offer at a total price of $779.99 plus applicable taxes and fees. Mr. [redacted] remitted a capital cost reduction payment in the amount of $577.99 and agreed to 18-monthly lease payments of $1.84. Upon completion of the JOD lease agreement, Mr. [redacted] would have the option to purchase the device for the purchase option price of $167.00 plus applicable tax and fees.
Please be advised that on December 20, 2015, T-Mobile records indicate Mr. [redacted] filed an insurance claim with Assurant, the third-party insurance vendor, which is included in his JUMP! feature. Please be advised that in addition to providing Mr. [redacted] with an extended warranty, T-Mobile’s JUMP! feature also provides handset insurance. It is very important to note that claims are fulfilled by the aforementioned party and carries a deductible to replace the handset, which in Mr. [redacted] mentions in his correspondence to your office. On January 20, 2016, Mr. [redacted] contacted Customer Care to advise that he had not received his replacement device from Assurant. T-Mobile records indicate we replaced the missing handset free of cost, which means although the claim had to be filed through Assurant, we replaced the handset as a one-time courtesy to Mr. [redacted]; however, Mr. [redacted] remained responsible for the lease agreement as agreed for the above mentioned Samsung Galaxy Note 5 64 GB.
Accordingly, upon Mr. [redacted]’s completion of his JOD lease agreement, he will be billed for the purchase option price in the amount of $167.00 plus applicable taxes that he agreed to upon initiating the aforementioned JOD for the Samsung Galaxy Note 5 64 GB.
Nevertheless, as stated above, T-Mobile’s JOD lease agreement affords Mr. [redacted] the option to purchase the handset for the purchase option or return the device to T-Mobile without any penalties or fees. It is important to note the handset must be in good working condition, must turn on, must not have any liquid or physical damage, and must be turned in no later than June 11, 2017. Please note that the leased handset must be returned to a retail location.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 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.
Carlos T[redacted]
Executive Response

May 24, 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 May 16, 2016 regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding his cancelled T-Mobile account. T-Mobile records confirm that on November 25, 2014, Mr. [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of a Google Nexus 6 64 Gigabyte (“GB”) handset. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled on December 1, 2015 due to Mr. [redacted] transferring his number to another service provider, the remaining EIP balance of $213.92 was accelerated and posted to the final billing statement dated December 7, 2015. Please note that as a result of cancellation, Mr. [redacted] received prorated credits in the amount of $13.82, bringing the total balance owed to $200.10. It is important to note that once Mr. [redacted]’s account was cancelled, his online account access was removed and he was sent a copy of his final billing statement via U.S. mail. However, that mailed correspondence was returned to T-Mobile and subsequently, to prevent sending Customer Propriety Network Information (“CPNI”) to an invalid address, T-Mobile stopped sending correspondence via mail. Please note that since T-Mobile received no payment toward the balance referenced above; therefore, on March 2, 2016 T-Mobile referred Mr. [redacted]’s account to an outside collection agency. In an effort to amicably resolve Mr. [redacted]’s concerns, on May 18, 2016, T-Mobile has received Mr. [redacted]’s payment of $200.10 bringing the balance owed to zero. T-Mobile has since removed the account from collections, and as a gesture of goodwill, has instructed that the negative reporting be removed, which can take up to 90 days. Please note that Mr. [redacted]’s account remains cancelled with a zero balance. 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

May 11, 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 April 18, 2017, regarding the above-referenced account. T-Mobile regrets any continued concerns that Mr. [redacted] may have experienced. As T-Mobile mentioned in our previous response, T-Mobile takes account security seriously. Our records show that in April 18, 2017, T-Mobile updated Mr. [redacted]’ address to his current address and requested the One-Time Pin code to be sent via mail. However, our system keeps the previous address on file for 30 days due to sensitive account information. Regrettably, due to an administrative error, Mr. [redacted] was not advised of this. Further records confirm that T-Mobile has been in contact with Mr. [redacted] via email on April 21, 2017, April 24, 2017, May 1, 2017, and on May 4, 2017. On April 30, 2017, Mr. [redacted] provided T-Mobile with his social security card and photo ID. Please be advised that on May 4, 2017, Mr. [redacted] was advised that his new sim card was now active and that he could reach out to T-Mobile with any concerns with his new sim card. On May 4, 2017, Mr. [redacted] confirmed that he would test the new sim card and would let T-Mobile know if there were any further concerns. T-Mobile regrets any inconvenience.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]Very truly yours,T-MOBILE USA, INC.Chris L[redacted]Executive Response

Complaint: [redacted]
I am rejecting this response because: When asked how do you credit account that barely has service when service was requested to be disconnected earlier this year. My bill went from the low $100's to over $403.23 the rep placed me on hold several times as I am sure she could't understand the bill herself. Explanation was weak and hen I asked how you charged me and you claim you gave me a credit and it doesn't reflect the question was never answered. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: On  T-mobile website at https://support.t-mobile.com/docs/DOC-35813, it indicated that two S8 plus devices will receive a rebate value of $790, not $750.  I paid $130 down on each device. 
Sincerely,
[redacted]

August 22, 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 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted], regarding their recent interaction with T-Mobile. T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on May 7, 2016. At that time, Mr. [redacted] purchased one Apple iPhone 6S 16GB, one LG G4, and one LG Stylo. At the time of Mr. [redacted]’s purchase of his new handsets for use on the mobile numbers ending in [redacted], [redacted], and [redacted] T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchase. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charges. Our records indicate that the equipment installment plan was added to Mr. [redacted]’s account on May 7, 2016; however, the first notice that T-Mobile received regarding a dispute of the associated charges was on August 13, 2016. However in an effort to amicably resolve this matter, on August 14, 2016, T-Mobile agreed to allow Mr. [redacted] to return his LG G4 and LG Stylo. Once these handsets are returned T-Mobile has agreed to waive the remaining balance of $475.37. The handsets can be mailed to me at the following address: T-Mobile USA, Inc. Attn: [redacted] T-Mobile recommends request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handsets, batteries, chargers, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned, such as the charger, a $40.00 restocking fee will be deducted from the credit offered above. If the handsets have sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than August 31, 2016. It is also important to note that T-Mobile was able to effectively place the account under Mr. [redacted]’s social security number and performed the proper activation of his account. Additionally, on August 15, 2016 T-Mobile placed an order on our JUMP! on Demand lease program for a Samsung Galaxy S7 32GB to be leased with 18 installments of $28.50 each. As an additional courtesy T-Mobile placed a separate order for Samsung Galaxy S7 Edge 32GB and T-Mobile has agreed to waive the cost of this device in full for the inconveniences Mr. and Ms. [redacted] experienced. Again, T-Mobile regrets any inconvenience to Mr. and Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

September 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 12, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced during the warranty process. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 4 on November 6, 2015, on mobile number ending in 3148. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’s account, this warranty has been extended as he subscribes to the optional JUMP! feature. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. 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.
On September 15, 2017, T-Mobile spoke with Mr. [redacted], and confirmed that he was no longer interested in using the Samsung Galaxy Note 4. In an effort to amicably resolve Mr. [redacted]’s concern, a new Samsung Galaxy S 6 Edge Plus was sent to him at no cost, without the requirement of returning the Samsung Galaxy Note 4. Mr. [redacted] was satisfied with this resolution.
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.
Mathew G[redacted]
Executive Response

May 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [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.
T-Mobile regrets any concern that Mr. [redacted] has experienced regarding his equipment purchase. 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 team.
Upon speaking with Mr. [redacted], he confirmed that his concerns were in regards to T-Mobile Customer Service and initial phone and accessory purchases made on April 17th and April 20th of 2017.
T-Mobile records indicate that on April 17, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 handset at a cost of $750.00. At the time of purchase, Mr. [redacted] was required to make a down payment of $30.00 and he agreed to a series of 24 monthly installments in the amount of $30.00.
Additionally, on April 20, 2017, Mr. [redacted] initiated an EIP with the purchase of a Samsung Gear S3 a cost of $399.99. Mr. [redacted] was required to make a down payment of $16.00 and agreed to 24 monthly installments in the amount of $16.00.
Pursuant to our conversation with Mr. [redacted], he indicated that his concerns have since been resolved and he is satisfied with his services and equipment. However, in an effort to amicably resolve Mr. [redacted]’s concerns, on April 24, 2017, T-Mobile applied a one-time courtesy credit in the amount of $100.00 toward the EIP balance for the Samsung Gear S3. Please note this credit reduced the remaining balance owed or the equipment to $283.99, also reducing the 24 monthly installments to 18 installments of $16.00. Please note Mr. [redacted] can confirm these changes by visiting MyT-Mobile.com. 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.
Sharon B[redacted]
Executive Response

May 19, 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 Nos: [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 19, 2017, regarding the above-referenced account. Please be advised Ms. [redacted] is the account holder for account number [redacted]; and [redacted] is the account holder for account number [redacted]. Ms. [redacted] has been designated as an authorized user on account number [redacted]. T-Mobile appreciates the opportunity to respond to Ms. [redacted] concern.
T-Mobile regrets any concern to Ms. [redacted] in regards to her personal and business accounts. T-Mobile records confirm that on July 16, 2016, Ms. [redacted] contacted T-Mobile Customer Care regarding her personal account [redacted] to ask about the end user of the mobile number ending in [redacted] wanting to trade her LG G4 to another service provider. Our records confirm that on two occasions on July 16, 20176, Ms. [redacted] inquired about her end user switching to [redacted]. Further records show that on August 26, 2016, and September 6, 2016, Ms. [redacted] contacted T-Mobile regarding her business account number [redacted] asking for instructions about porting out her mobile number as she no longer wanted to pay for the equipment purchased on T-Mobile’s Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) option.
T-Mobile records confirm that on July 17, 2016, the mobile number ending in [redacted] from her business account account and the mobile number ending in [redacted] from her personal account were ported out to another carrier thereby canceling their service on the T-Mobile network. We regret if these ports were not requested by Ms. [redacted]; however, based on our review, all of the correct information was provided and validated and as such, the numbers were released. The proper authentication included verification of the billing account number and pin code to the respective account for each mobile number.
Please be advised that on October 25, 2015, at the time of activation of each account, Ms. [redacted] purchased equipment to be used on each of the accounts. For Ms. [redacted] business account she purchased a Samsung Galaxy Tab A and several accessories for a Samsung Galaxy S6 and an LG G4 on T-Mobile’s EIP option for the mobile number ending in [redacted]. At the time of the purchases Ms. [redacted] was required to pay a down payment of $113.97 and agreed to 24-monthly installments in the amount of $12.34 for the Galaxy Tab A and 24-monthly installments in the amount of $3.77 for the accessories. Please be advised that on November 19, 2015, Ms. [redacted] leased a Samsung Galaxy S6 for use on the mobile number ending in [redacted] using T-Mobile’s JOD option for which she agreed to 18-monthly lease payments in the amount of $24.00 plus applicable tax and a purchase option price of $194.99 after the 18-month term. On February 6, 2016, Ms. [redacted] qualified for and took advantage of her JOD benefits by returning her Samsung Galaxy S6 and leasing a Samsung Galaxy Note 5 for which she agreed to 18-monthly lease payments of $29.00 and a purchase option price of $177.99 at the end of the lease term.
On October 25, 2015, in addition to the above purchases made on Ms. [redacted] business account, she also leased an LG G4 on her personal account for the mobile number ending in [redacted] by paying an initial cost reduction payment of $5.42 and agreeing to 18-monthly lease payments in the amount of $19.69 and a purchase option price of $114.50 at the end of the lease term. Please be advised that T-Mobile records confirm that this device was returned on November 15, 2015, and the lease for the device was closed
On May 16, 2017, Ms. [redacted] advised that she was not the party inquiring about the port out information. Ms. [redacted] also confirmed that she is currently being charged for a Samsung Galaxy Note 5 on her business account [redacted] and an LG G4 on her personal account [redacted]. Regretfully, it appears that these handsets were taken with the person who ported out the two numbers and furthermore, the wrong LG G4 lease was closed when the handset leased under the personal account on October 25, 2015, was returned.
In an effort to amicably resolve this matter, on May 16, 2017, T-Mobile removed the remaining EIP balance for the accessories and the JOD lease balance for the Samsung Galaxy Note 5 from Ms. [redacted] business account. Additionally, T-Mobile credited $294.93 for the last nine monthly installments for the EIP and JOD leaving the business account with a credit balance of $142.68. Please be advised that Ms. [redacted] has been informed that she is only being billed for one leased LG G4 and she has accepted and agreed to provide a print out of the LG G4 she is concerned about for further review.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

May 9, 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 4, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has resolved all of Mr. [redacted]’s concerns to his satisfaction. T-Mobile records indicates on November 21, 2014, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an Apple iPhone 6 Plus Space Gray 64GB device and agreed to pay installments of $31.25 for 24 months on the line of service ending in [redacted]. Also, Mr. [redacted] purchased an Apple iPad Mini 16GB Space Gray on EIP and agreed to pay monthly installments of $21.00 for 24 months on the line of service ending in [redacted]. Sadly, on January 28, 2015, Mr. [redacted] cancelled services on the number ending in [redacted] by porting his number out to a different provider; however the line of service ending in [redacted] remained active and continued to accrue monthly charges. Our records indicate the Apple iPhone 6 Plus Space Gray 64GB device with International Mobile Equipment Identifier (“IMEI”) [redacted] was last used on February 25, 2015. Further review shows Mr. [redacted] was charged 15 monthly installments of $31.00 for a total of $465.00 after the device was returned to T-Mobile. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. To resolve this matter amicably, on May 5, 2016, T-Mobile applied a credit of $465.00 to Mr. [redacted]’s account. As Mr. [redacted] had an open balance of $142.01 on his account, we agreed to provide a refund for the difference of $322.99 in the form of prepaid card. However, Mr. [redacted] also requested to cancel the line of service ending in [redacted] as he does not use it and we complied with his request. Mr. [redacted] requested to use the offered credit to cover the remaining $21.00 EIP balance on the Apple iPad Mini 16GB Space Gray bringing his refund down to $301.99 total. We also closed the EIP plans on all devices and will do an additional follow up on May 26, 2016, to ensure no additional charges are billed to Mr. [redacted]. Mr. [redacted] accepted the refund as resolution to his concerns and his account remains cancelled with a revised balance of zero. 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

July 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]  Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced account.
T-Mobile regrets any final billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] cancelled service on December 14, 2016. At the time of cancellation Mr. [redacted] account had an active Equipment Installment Plan (“EIP”) for an LG G Pad device. Per the terms of EIP agreement at the time of cancellation, any remaining unpaid balance will become due on the final billing statement. However Mr. [redacted] EIP did not bill out in full following cancellation, and instead continued to generate monthly installment charges of $9.99. T-Mobile records confirm that on June 13, 2017, the EIP charged its final monthly installment of $9.99 and Mr. [redacted] account currently reflects a zero balance following a payment being remitted on July 5, 2017.
T-Mobile contacted Mr. [redacted] and advised Mr. [redacted] what occurred in regards to the billing of the EIP. T-Mobile further advised Mr. [redacted] that his account was not forwarded to a third party collection agency for collection purposes. As payment was made in full the account remains closed and in good standing. T-Mobile regrets any inconvenience this 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.
Jamen F[redacted] Executive Response