T-Mobile Usa Inc

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

receipt of your correspondence dated September 28, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any inconvenience or misunderstanding that Ms. [redacted] may have experienced when cancelling her service with T-Mobile. T-Mobile records confirm that Ms. [redacted] canceled her account on March 10, 2016, when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 29th of one month to the 28th 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 March 28, 2016. Further review of Ms. [redacted]’s account shows that on March 20, 2014, she qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an LG Nexus handset in black. 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. Accordingly Ms. [redacted] was asked to remit a down payment in the amount of $180.00 and agree to a series of 24 monthly installments of $9.00. Additionally on July 16, 2015, Ms. [redacted] leased an Apple iPhone 6 16GB Gold utilizing T-Mobile’s JUMP! on Demand leasing option. JUMP! On Demand (“JOD”) is a lease option wherein customers are responsible for and agree to a total of 18-lease payments and they have the option to cancel their lease and return their handset at any time during the lease term. Ms. [redacted] was asked to remit a capital cost reduction payment in the amount of $54.00 and agreed to 18 monthly payments in the amount of $24.00. As the account was canceled prior to fulfillment of the EIP and JOD agreements, Ms. [redacted]’s remaining EIP and JOD balances were accelerated on the final billing statement. It is important to note that our records confirm that Ms. [redacted] returned her unpaid equipment and it was received on April 12, 2016. T-Mobile records show that Ms. [redacted]’s final statement included monthly access charges and applicable fees along with the remaining balance of Ms. [redacted]’s equipment totaling $532.37 due March 21, 2016. Nevertheless, as we want to ensure that our customers are provided the best experience possible, on September 30, 2016, an adjustment in the amount of $532.37 was applied to the above-referenced account to reduce the balance to a zero balance. 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 effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location or 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. Chris L[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]
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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with regards to his T-Mobile account.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] was having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] was to expect satisfactory coverage. Unfortunately, we cannot guarantee coverage as there are many factors that may interfere with actual service, quality, and availability. Outages and interruptions in service may occur, and speed of service varies. Devices also have varying speed capabilities and may connect to different networks depending on technology.
T-Mobile records indicate that on December 8, 2016, Mr. [redacted] activated service with T-Mobile and purchased a Samsung Galaxy S7 and accessories for the handset under an Equipment Installment Plan (“EIP”) and agreed to 24-monthly installments totaling $31.88. Please note that at the time of activation, T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. During the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP. Our records do not confirm that Mr. [redacted] inquired about returning the above handset within the return period and as a result was not eligible to return it for a full refund. T-Mobile regrets any inconvenience to Mr. [redacted].
Our records indicate that on March 25, 2017, Mr. [redacted] cancelled his T-Mobile account by transferring his mobile number to another provider and as a result, EIP acceleration charges totaling in the amount of $637.43 were added to the upcoming billing statement.
On May 9, 2017, a billing statement was generated with the due date of June 1, 2017, in the amount of $740.51 which included the EIP acceleration charges in the amount of $637.43 and monthly access charges, monthly EIP and taxes and fees from March 9, 2017, through April 8, 2017, in the amount of $103.08.
Although Mr. [redacted] is outside the return period, in an effort to amicably resolve this matter, we will gladly accept the return of the Samsung Galaxy S7 at the following address. Upon receipt of the handset, we will credit the remaining balance due in the amount of $740.51.
Executive Response Team
Attention: [redacted]
Account # [redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please note that Mr. [redacted] will have until July 28, 2017, to return his Samsung Galaxy S7. If Mr. [redacted] does not return his Samsung Galaxy S7, he will remain responsible for the balance owed in the amount of $740.51. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to us. We also ask that Mr. [redacted] please include the handset, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Cesar R[redacted]
Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 9, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder on record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to her account. T-Mobile records indicate Ms. [redacted]’s account was enrolled in T-Mobile’s Simple Choice Unlimited Talk and Text rate plan with 10GB of data at $100.00 for the first two lines. The additional line for the account was a mobile broadband (“MI”) line. Additionally Ms. [redacted] subscribed to the 5GB of data date feature at $20.00 per month for the line ending in 1145. Please note that as the account has voice lines combined with an MI line, the MI line is discounted $10.00 per month.
T-Mobile records indicate the line ending in [redacted] was cancelled on June 30, 2017. Please note that T-Mobile does not change customer’s rate plans without their consent, therefore when the line ending in [redacted] was canceled, the rate plan was not changed to an individual rate plan and was still billed with the above listed plan. Please note that customers can always visit T-Mobile.com to review and update their rate plans and services or contact our Customer Care department directly. At the time the line ending in [redacted] was canceled, the account reflected a balance of $200.11, of which $129.35 was past due; no payment was made to the account. The billing statement dated July 16, 2017, included a past due balance of $200.11 and new charges of $115.87, for a total of $315.98. A payment of $359.48 posted to the account on July 29, 2017. The account was adjusted $5.91 on the statement dated August 16, 2017, leaving an account credit balance of $49.41.
Upon speaking with Mr. [redacted] on August 20, 2017, the account was adjusted $93.40. The total credit balance of $142.81 for the account was issued as a refund. The refund can be expected within seven to ten business days.
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

January 24, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated January 17, 2017, regarding the above-referenced account. Please note this appears to be a duplicate to file number [redacted]. T-Mobile regrets any concerns Mr. [redacted] experienced regarding a mobile device unlock request. 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 contact with T-Mobile. Mobile Device Unlock codes are available to T-Mobile customers who meet our eligibility requirements. In order to qualify for a Mobile Device Unlock code, requestors must first have an active T-Mobile account on either a prepaid or postpaid plan and meet the following criteria: Prepaid • The device shows used on the account. • The line of service has been active for 40 days with an amount of $100.00 in refills having been applied to the line. • The account is active. Postpaid • There is no balance owed on the Equipment Installment Plan associated with the device if applicable. • The account is in good standing with no past due balance. • There is continuous usage of the device for at least seven days. • The device must be sold through T-Mobile or a T-Mobile authorized dealer. Mr. [redacted] indicated in his correspondence to your office that he purchased the LG G4 device from Amazon which had to be replaced through LG due to the device no longer working. T-Mobile regrets Mr. [redacted] was provided a locked LG G4 device as a replacement. As Mr. [redacted] did not meet the outlined requirements, T-Mobile was unable to provide a Mobile Device Unlock code for the LG G4 device. Upon corresponding with Mr. [redacted] via email, he indicated LG replaced his locked LG G4 device with an LG G5 device. Mr. [redacted] did not indicate the replacement device required an unlock. Should the replacement device require an unlock, Mr. [redacted] would need to meet the above outlined requirements. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response

Tell us why here...
September 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. XXX-XXX-[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. Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns. In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset while traveling through Virginia and North Carolina. We regret any coverage issues Mr. [redacted] had experienced. Unfortunately, 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.
T-Mobile has no record of Mr. [redacted] contacting the Customer Care Department to report issues with his service during his travels. It is important that if customers experience any difficulties with the service, that they provide Customer Service with details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, Family Mobile can attempt to resolve the issue through network or equipment.
It is important to note that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, T-Mobile respectfully declines Mr. [redacted]’s request for a refund in the amount of $98.57.
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

November 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 4, 2016 regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on February 27, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6s Plus 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 monthly installments. T-Mobile regrets hearing of Ms. [redacted]’s recent billing concerns after a Change of Responsibility (“COR”) was done on her account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records confirm that on September 20, 2016, mobile number ending in 8113 and 8114 were successfully moved from Ms. [redacted]’s account to another T-Mobile subscriber’s account. Due to an inadvertent error, the above mentioned EIPs were not moved with the mobile lines ending in 8113, and 8114. As such Ms. [redacted] continued to be billed for the EIP. In an effort to resolve this matter, T-Mobile removed the EIP from Ms. [redacted]’s account. T-Mobile also issued a credit to Ms. [redacted]’s account in the amount of $62.50 for the EIP that was billed to her account on October 28, 2016. T-Mobile is pleased to report that Ms. [redacted] accepted this offer as resolution in full. M s. [redacted]’s account remains active with a balance of $232.53. 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.
All though in the business response to agree to provide me the 2 hand sets free, they didn't admit that that they employees miss lead me and create all this problem, I want to make sure to be thankful for the outcome onot this matter but at the same time to let know to other t-mobile customers that the store on enchanted Parkway in the city of federal way in the state of Washington and pretty bad reading the promotions they offer and to explaining it to you, and this cause the custumers to have extra charges and at the end they don't do anything to fix the issue but just to say I am sorry I mess up but I can't do anything about it . Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Tmobile called the time I was driving this means I could not answer I told them I would call back I did but no way to get to them because they make things hard when you call them they keep turning you around until you get tired and give up. I would request a clear line and extension that works so I can talk to them in order for all this matter to be resolved and be over. 
Sincerely,
[redacted]

It appears that a resolution to this complaint has been reached with T-Mobile. A representative with the company contacted me yesterday afternoon and we reached an agreement. I am requesting that this complaint be closed.

November 29, 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 22, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her T-Mobile account billing. T-Mobile records indicate Ms. [redacted]’s billing cycle ran from the 23rd of each month through the 22nd of the following month. Ms. [redacted]’s account is billed the monthly recurring charges for the upcoming bill cycle, as well as and incidental usage charges from the previous billing cycle. On September 22, 2016, Ms. [redacted] was sent a billing statement in the amount of $358.32, which consisted of monthly recurring charges from September 23, 2016, through October 22, 2016, as well as a past due balance of $192.66. T-Mobile records indicate that on October 4, 2016, Ms. [redacted] contacted T-Mobile and requested to change her billing cycle in order to have her due date be on or around the 3rd of each month. As requested, Ms. [redacted]’s billing cycle was changed to go from the 11th of one month through the 10th of the next with a due date on or around the 3rd of each month. When a bill cycle change is requested, the change does not take effect until the current billing cycle ends. The billing statement following a cycle change will cover a shorter period of time. T-Mobile records indicate that Ms. [redacted]’s billing cycle change took effect on October 10, 2016. Ms. [redacted]’s billing statement prior to the billing cycle change was for the period from September 23, 2016, through October 22, 2016, in the amount of $191.66. The billing statement following the billing cycle change was for the period of October 23, 2016, to November 10, 2016. As this was a shorter billing period, Ms. [redacted] was billed a prorated amount of her monthly recurring charges in the amount of $141.05. Ms. [redacted]’s following billing statement was for the period of November 11, 2016, to December 10, 2016, in the amount $192.48. Please note that Ms. [redacted] was not charged an additional amount or for additional days. It is T-Mobile’s position that the charges are valid and owed. As a courtesy on November 23, 2016, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $60.00. Ms. [redacted]’s account currently reflects a balance of $266.21. 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. Ronnie A[redacted] Executive Response

November 8, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 31, 2016, regarding the above-referenced account. 
 
We regret Ms. [redacted]’s continued concerns regarding her account and resolution.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with T-Mobile.
 
Upon contacting Ms. [redacted] however, in an effort to amicably resolve her concerns T-Mobile provided a Samsung S5 handset free of cost mailed to her from the Executive Office.  Ms. [redacted] accepted this offer as resolution.  T-Mobile regrets any inconvenience to Ms. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

June 28, 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 20, 2017, regarding the above-referenced account. Please be advised that 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 confusion to Mr. [redacted] regarding the data packages offered by T-Mobile. As stated in our previous letters to your office, dated June 8, 2017, and June 19, 2017, T-Mobile has partnerships with other U.S. carriers that let customers use their network while outside of T-Mobile's network.
While T-Mobile seeks to offer as much coverage as possible on our own network, we must sometimes rely on domestic roaming partners to ensure the broadest domestic coverage possible for the most customers. This requires that we coordinate with third-party roaming partners in certain areas where we do not have our own network coverage. In these cases, we do not have the same ability to provide unlimited data roaming and therefore must place reasonable limits on off-network usage. Please note that T-Mobile’s Terms and Conditions specify the following regarding domestic data roaming:
“Your Device may connect to another provider’s network (“Off-Net”). This may happen even when you are within the T-Mobile coverage area. Check your Device to determine if you are Off-Net. Please do not abuse this; we may limit or terminate your Service if you do.”
T-Mobile records confirm that Mr. [redacted] is receiving notification that he has repeatedly reached his domestic data roaming allotment, as Mr. [redacted] is utilizing another provider’s network. The domestic data roaming allotment varies by data rate plan. Our records indicate that Mr. [redacted]’s account is subscribed to an unlimited data feature which includes 50 megabytes of domestic data roaming per billing cycle on each of his mobile numbers. Therefore, while connected to T-Mobile’s network, Mr. [redacted] will continue to receive unlimited data. Should Mr. [redacted] continue to remain dissatisfied with T-Mobile’s service, T-Mobile will allow Mr. [redacted] to return his LG V20 handset, within 30 day, in good working condition, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted]
[redacted]
[redacted]
Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $480.00 to the remaining Equipment Installment Plan (“EIP”), reducing the balance owed to zero. Mr. [redacted] may port his services prior to the end of his billing cycle, July 26, 2017. In an effort to resolve the matter, T-Mobile will apply a credit for the monthly recurring charges on Mr. [redacted]’s final billing statement, dated June 27, 2017.

Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below. 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

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. Thank you for helping me resolve this issue. Please help me ensure that this complain will be closed per T-Mobile agreement to credit my account for the cost of the two phones. Have a wonderful day.Sincerely, [redacted]

July 24, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 17, 2015, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted] considers her concerns addressed and resolved. T-Mobile records indicate that on March 6, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5 handset, Impact Shield Screen Protectors, Micro SD Card, and S-View Metallic Phone Cover on account number [redacted]. 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. Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.28, which appeared on the first bill following the purchase of the device. 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. T-Mobile records indicate that on March 7, 2015, Ms. [redacted] requested to complete a Change of Responsibility (“COR”) for mobile number ending in 4118. A Change of Responsibility is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile investigated this matter and found that the COR for mobile number ending in [redacted] was not processed due to the EIP mentioned above not being able to transfer as Ms. [redacted] activated the EIP with a different mobile number. As a result, on April 26, 2015, Ms. [redacted]’s account number [redacted] was cancelled for nonpayment. Please note that the remaining EIP balance of $600.35 was accelerated and posted to the final billing statement dated May 7, 2015. It is T-Mobile's position that the remaining EIP balance is valid and owed. Please be advised that from the billing statements dated March 7, 2015 through May 6, 2015, Ms. [redacted] incurred Monthly Recurring Charges (“MRC”) in the amount of $239.45, which included the promotional 2 for $100.00 Rate Plan, JUMP! insurance per line and applicable taxes and fees. Our records indicate that the charges above include two months of service. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. Our records confirm that on July 17, 2015, account number [redacted] was referred to Enhanced Recovery Company, in an effort to collect the valid balance on the account. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has processed a new EIP plan for Ms. [redacted]’s account ending in 5473, and upon acceptance of the EIP authorization, T-Mobile will apply a credit of $839.80 to account ending in [redacted], leaving the account closed with a zero balance. Additionally, T-Mobile will remove the above mentioned account from collections and instruct the collection agency to delete any negative information reported regarding the account. Please note that it may take up to 90 days for the credit report to be updated. Please be advised that account ending in [redacted] remains cancelled. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the purchase of a Samsung Galaxy S8 Plus handset and the refund of a returned Samsung Galaxy S8 handset. It is important to note that upon placing the order with a Customer Care representative an email with the EIP agreement is sent to the customer. Please note that customers are required to review and confirm the agreement prior to the handset being sent.
T-Mobile records indicate that on March 30, 2017, Ms. [redacted] contacted Customer Care and qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 handset. Ms. [redacted] was required to remit a $30.00 down payment and agreed to a 24-monthly installment of $30.00. Please note that Ms. [redacted] was also required to pay $45.00 for applicable taxes and fees for the purchase. Our records confirm that Ms. [redacted] agreed to the EIP agreement.
At the time of Ms. [redacted] purchase, T-Mobile provided Ms. [redacted] a 20-days return period to allow Ms. [redacted] to use the handset to see if it met her needs. If the handset did not meet Ms. [redacted]’ needs she could return the handset within the allotted return period.
T-Mobile records reflect that Ms. [redacted] received her handset on April 19, 2017. Please note that our records confirm on April 19, 2017, Ms. [redacted] contact T-Mobile to return the Samsung Galaxy S 8 handset, and order a Samsung Galaxy S8 Plus handset.
Please note that our records confirm that Ms. [redacted] purchased a Samsung Galaxy S8 Plus handset utilizing EIP. Ms. [redacted] was required to remit a down payment in the amount of $130.00 and agreed to a 24-monthly installment of $30.00. Please note that Ms. [redacted] also paid $52.30 at the time of purchase for the applicable taxes and fees. Our records confirm that Ms. [redacted] agreed to the EIP agreement.
Regretfully our records reflect that Ms. [redacted] contacted T-Mobile on May 7, 2017, indicating that her device was not functioning correctly. Please be advised that a return kit was created for Ms. [redacted] in order to return the non-working Samsung Galaxy S8 Plus handset.
T-Mobile records reflect that on May 8, 2017, a new Samsung Galaxy S8 Plus handset was ordered on a new EIP. Ms. [redacted] was required to remit a down payment in the amount of $130.00 and agreed to a 24-monthly installment of $30.00 and $52.30 for applicable taxes and fees. It is important to note that as the non-working handset was being returned the down payment and taxes were billed to Mr. [redacted] next billing statement. Our records confirm that Ms. [redacted] agreed to the EIP agreement.
Please be advised that T-Mobile records reflect that on May 19, 2017, T-Mobile received the Samsung Galaxy S8 Plus handset. Additionally, on May 26, 2017, T-Mobile confirmed that the above mentioned Samsung Galaxy S8 handset was also received and a refund was issued for both handsets, to the card used for the purchase.
Upon speaking with Ms. [redacted] on June 19, 2017, Ms. [redacted] has confirmed that the original card used for purchase has been canceled and is no longer available. In an effort to amicably resolve Ms. [redacted] concerns T-Mobile offered to process a refund in the amount of $257.30 directly to her bank account. Please note that Ms. [redacted] accepted our offer and the refund should be received within three business days. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her 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

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]

January 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 Holder : [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 29, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any concern Mr. [redacted] has experienced with regards to his billing statement. On June 19, 2016, T-Mobile issued a billing statement in the amount of $328.25 which included a past due balance for monthly access charges taxes and fees and monthly Jump on Demand (“JOD”) lease charges from April 19, 2016, to May 18, 2016, in the amount of $161.62 and monthly access charges taxes and fees from May 19, 2016, to June 18, 2016, in the amount of $139.63 and monthly JOD lease charges in the amount of $27.00. On June 19, 2016, Mr. [redacted] remitted a payment in the amount of $161.62 and on June 20, 2016, T-Mobile issued a promotional billing credit in the amount of $7.00 which updated the above balance to $159.63. Our records indicate that on June 29, 2016, as Mr. [redacted] was traveling internationally, he seasonally suspended his T-Mobile account. It is important to note that as Mr. [redacted] seasonally suspended his T-Mobile account in the middle of a billing cycle, he was charged prorated billing charges on his upcoming bill. Additionally, as Mr. [redacted] suspended his complete account, he was to be charged a monthly fee seasonal suspension fee in the amount of $10.00. In addition, a billing statement with the due date of August 11, 2016, in the amount of $271.75 was issued which included a past due balance in the amount of $159.63, prorated monthly access charges, taxes and fees from June 19, 2016, to June 28, 2016, in the amount of $85.12 and monthly JOD lease charges in the amount of $27.00. Please be advised that on July 28, 2016, as payment was not remitted for the past due balance in the amount of $159.63, Mr. [redacted]’s service was suspended due to non-payment. Please note that on August 9, 2016, Mr. [redacted]’s service was restored from suspension and as a result each of his lines was charged a $20.00 plus tax restoral fee and he continued to be billed for his normal monthly charges on his upcoming billing statement. On August 10, 2016, Mr. [redacted] remitted a payment in the amount of $152.63 updating his balance to $119.12. On August 19, 2016, T-Mobile issued a promotional bill credit in the amount of $7.00 updating Mr. [redacted]’s balance to $112.12. In addition, a billing statement with the due date of September 11, 2016, in the amount of $374.29 was issued which included restoral fees in the amount of $140.00, the past due balance in the amount of $112.12, monthly access charges from August 9, 2016, to August 18, 2106, in the amount of $88.97, monthly JOD lease charges in the amount of $27.00 and prorated seasonal suspension fee charges from July 19, 2016, to August 9, 2016, in the amount of $6.20. On August 31, 2016, Mr. [redacted] remitted a payment in the amount of $150.00 updating his balance to $224.29. On September 19, 2016, T-Mobile issued a promotional bill credit in the amount of $7.00 updating Mr. [redacted] balance to $217.29. In addition, a billing statement with the due date of October 11, 2016, in the amount of $386.98 was issued which included the past due balance in the amount of $217.29, monthly access charges, taxes and fees from August 19, 2016, to September 18, 2016, in the amount of $142.69 and monthly JOD lease charges in the amount of $27.00. It is important to note that mobile phone line ending in 9440 was removed from Mr. [redacted]’s account and transferred to another T-Mobile account as a Change of responsibility. Please be advised that on October 1, 2016, as a payment was not remitted for the past due balance in the amount of $217.29, Mr. [redacted]’s service was suspended due to non-payment. Please not that Mr. [redacted]’s service was restored the same day and as a result a $20.00 per line restoral fee was charged on his upcoming billing statement. It is important to note that Mr. [redacted]’s Mobile Internet line ending in 1842 was charged restoral fees in the amount of $22.22 including taxes the two previous times his account was restored from suspension, but has not been charged for monthly access charges. It is T-Mobile’s position that all above-mentioned charges are valid and owed; however, in an effort to amicably resolve this matter, on January 3, 2017, T-Mobile issued a billing credit in the amount of $338.58 which is the billing amount that Mr. [redacted] is disputing, updating his T-Mobile account to a credit balance of $231.44. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

January 17, 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 January 9, 2017, regarding the above-referenced account. We regret Mr. [redacted] concerns regarding the billing of his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our retail location. From November 11, 2016 through November 20, 2016, eligible T-Mobile customers who purchased a Samsung Tab E or Tab A on a 6 GB or higher Mobile Internet plan could receive the tablet for free via promotional Equipment Installment Plan (“EIP”) bill credits. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. T-Mobile records indicate that on November 18, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering to take advantage of the above promotion with the purchase of two Samsung Tab E tablets along with the activation of two Mobile Internet lines. Based on the above promotion at the time of Mr. [redacted] purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $9.99, which appeared on the first bill following the purchase of the device. Please be advised that Mr. [redacted] would receive the promotional EIP bill credits over 24 months to cover the cost of the tablet; however, credits would begin within two bill cycles of purchase. Please be advised upon review of Mr. [redacted] account and billing statements, the above requirements of having a 6 GB or higher Mobile Internet plan per tablet line and waiting two bill cycles from the date of purchase were not met, and as such Mr. [redacted] was billed accordingly. Nevertheless, to amicably resolve Mr. [redacted] concerns T-Mobile offered to cancel each of the newly activated mobile internet lines. Additionally, although it is outside the allotted return period of 14-days provided to customers to return their purchased equipment, T-Mobile will allow Mr. [redacted] to return his two tablets directly to my attention within 30 days of the date of this letter at: T-Mobile USA, Inc. c/o Executive Response Team Attention: Kimo C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the equipment T-Mobile will apply a credit to the account in the amount of $43.20 for the total applicable taxes paid at the time of purchase. T-Mobile recommends that Mr. [redacted] return the tablets via a traceable carrier and request a tracking number when shipping. Furthermore, T-Mobile applied an immediate account credit totaling $170.00 for the equivalent of missing credits and compensation for shipping charges to return the above-referenced equipment. This credit brings Mr. [redacted] account to a credit balance of $230.00. Mr. [redacted] accepted this offer as resolution. 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. Kimo C[redacted] Executive Response

Revdex.com: tmobile has resolved the issue. Please close this matter.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]

November 23, 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 20, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] began the activation process for three lines of service on September 14, 2016. Mr. [redacted] ordered three Apple iPhone 6S handsets, and an Apple iPhone 6S Plus handset. However, this device order was cancelled on September 16, 2016, at Mr. [redacted]’s request, due to inadvertently ordering the incorrect number of handsets. A replacement order for two Apple iPhone 6S handsets and an Apple iPhone 6S Plus handset was submitted at that time. Mr. [redacted] purchased the handsets using our Equipment Installment Plan (“EIP”) program. Mr. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments for the balance owed. Please note that 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. On October 4, 2016, the handsets were shipped to Mr. [redacted], and the account was activated with three lines of service. The lines of service were subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $100.00 monthly before taxes for two lines of service, and an additional $20.00 monthly for each additional line of service. As such, Mr. Tressler’s monthly access charges were $120.00 before applicable taxes, plus the monthly handset EIP installments. T-Mobile records confirm that on October 12, 2016, the above-referenced account was cancelled at Mr. [redacted]’s request. As there was an active EIP on the account at the time of cancellation, the remaining balance was assessed to the final billing statement, which was dated October 15, 2016. This final billing statement reflected a balance owed in the amount of $1,897.26 for monthly access charges, taxes, and the handset balance. In Mr. [redacted]’s correspondence, he indicated that the two Apple iPhone 6S handsets and the Apple iPhone 6S Plus handset were returned to T-Mobile shortly after receipt. Our records confirm that Mr. [redacted] contacted Customer Care on October 25, 2016, to dispute the handset charges. As of November 1, 2016, T-Mobile confirmed that one of the Apple iPhone 6S handsets had been successfully returned to T-Mobile, and as such, a credit in the amount of $667.60 was issued to the account, reducing the balance owed to $1,229.66. An additional credit of $2.59 was issued for tax adjustment, reducing the balance owed to $1,227.07. T-Mobile records confirm that the remaining Apple iPhone 6S and Apple iPhone 6S Plus handsets have been successfully returned to T-Mobile. In an effort to amicably resolve Mr. [redacted]’s concerns, on November 22, 2016, T-Mobile issued a credit to his account in the amount of $1,227.07. Mr. [redacted]’s account remains closed with a zero balance. Please note that as Mr. [redacted]’s account was not referred to a third-party collection agency, there will not be any negative activity on his credit report regarding this account. T-Mobile regrets any inconvenience Mr. [redacted] 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. Chris P[redacted] Executive Response