T-Mobile Usa Inc

July 18, 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 10, 2017, regarding the above-referenced account. Please advise that T-Mobile has resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concern Ms. [redacted] encountered while completing the number transfer process to another carrier. T-Mobile has reviewed the account and confirmed that on March 16, 2017, mobile numbers ending in [redacted] were transferred to another service provider. The arrangement to transfer the line of service was made directly with Ms. [redacted]'s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]'s new wireless service provider took control of it. There was also a request to transfer the number ending in [redacted], which T-Mobile respectively released for transfer on that same day. However, due to an inadvertent error, the number did not complete the transfer process leaving it active on Ms. [redacted]'s account. T-Mobile regrets any inconvenience.

Additionally, T-Mobile records indicate Ms. [redacted]'s account was enrolled in AutoPay on October 24, 2015. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.

On May 7, 2017, Ms. [redacted] contacted Customer Care to inquire about the payment of $98.19 that was processed that day and was advised that due to the number ending in [redacted] not being transferred by the other company; she was billed for the current month. On May 8, 2017, Ms. [redacted] was advised that due to the number being released, she would need to contact her new provider to complete the transfer process. On that day, the other carrier completed the transfer of number [redacted] which completed the cancelation of Ms. [redacted]’s T-Mobile account.
Please note that as Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided on May 7, 2017, in the amount of $98.19 and on June 7, 2017, in the amount of $118.69.

Ms. [redacted]’s bill cycle began on the 17th of each month and billed through the 16th of the following month. Ms. [redacted] was also billed in arrears and as such, the payment made on June 7, 2017 was applied to services billed through May 16, 2017. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. The balance of $118.69 consists of charges for services through the end of the final billing cycle dated May 16, 2017.

However, in efforts to amicably resolve Ms. [redacted]'s concerns, T-Mobile has offered to process a refund card in the amount of $216.88 for the two cycles billed after Ms. [redacted]'s initial number transfer request. Ms. [redacted] accepted this offer and it was explained that she will have the refund card within seven to ten business days. Ms. [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.
Juan C[redacted] Executive Response

March 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated February 21, 2017 from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. T-Mobile has determined that [redacted] and [redacted] are one and the same person. T-Mobile is pleased to report that [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns [redacted] experienced in regards to her T-Mobile account. T-Mobile records confirm that on November 28, 2016, [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Rose Gold handset with 32GB of memory. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments of $27.09.
At the time of [redacted]’s purchase, T-Mobile was offering the Apple Black Friday promotion. As part of this promotion, customers could receive an Apple iPhone 7 32GB handset for $350.00, via EIP bill credits, with the trade-in of a fully paid off Apple iPhone 5s handset from any carrier.
T-Mobile records confirm that [redacted] traded-in her Apple iPhone 5s Gold handset with 16GB of memory however due to an inadvertent error, [redacted]’s handset did not reflect as received by T-Mobile’s National Return Center (“NRC”). T-Mobile has confirmed the receipt of [redacted]’s handset therefore, on February 28, 2017, we applied a credit $81.27 to the account for the EIP charges from November 23, 2016 through February 22, 2017. As [redacted]’s account had a balance of $179.54, for the billing cycle charges from January 23, 2017 through February 22, 2017, the credit reduced the balance owed to $98.27.
Additionally, T-Mobile applied a credit of $218.72 to [redacted]’s open EIP balance, reducing the balance owed to $350.00, in order to match the Apple Black Friday offer pricing. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated January 17, 2018, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding unauthorized purchases on her account.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.T-Mobile records indicate that on December 18, 2017, equipment and accessories were purchased utilizing our Equipment Installment Plan (“EIP”) program.  T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated.  Therefore, Ms. [redacted] has been absolved of all financial responsibility for the equipment purchased on December 18, 2017.  Please note, Ms. [redacted] verified the payment taken at the time of this purchase was not paid by her.  Therefore, Ms. [redacted] did not qualify for a refund.  We regret any inconvenience to Ms. [redacted].   On January 17, 2018, T-Mobile records confirm the closure of the EIP’s associated with the December 18, 2017 purchase.  On January 18, 2018, in effort to amicably resolve Ms. [redacted] purchase concerns, T-Mobile applied a bill credit in the amount of $68.34 for the first installment payment processed on the unauthorized equipment. Additionally, T-Mobile records indicate that on January 12, 2018, Ms. [redacted] participated in our JUMP! On Demand (“JOD”) lease program.  Ms. [redacted] was not required to pay a capitol cost reduction for an LG Aristo handset, and she agreed to 18-monthly payments in the amount of $7.57 on line ending 1171.  T-Mobile records do not reflect corroborating memos that T-Mobile’s Customer Care advised her that the LG Aristo would be sent to her at no cost.  Ms. [redacted] stated that she no longer needed the handset and wished to return the handset.  Ms. [redacted] returned the handset within T-Mobile’s return period.  In addition, on January 22, 2018, T-Mobile records confirm the return of the LG Aristo to the T-Mobile warehouse.  The account will reflect the return and adjustment accordingly within two billing cycles from the processed return date.  We regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Rochelle M[redacted]Executive Response

June 30, 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 June 17, 2017, regarding the above-referenced file number. 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]. concerns within this letter.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. With the information provided in the letter to your office, unfortunately, we have been unable to substantiate the allegation of fraud.
In cases where the account holder of record claims they did not activate the account, T-Mobile requires that party complete a Collection Dispute Form. Enclosed is a form for Mr. [redacted] to complete and return with a photocopy of his driver’s license or other government-issued photo identification and a police report naming the responsible party. This may be sent to my attention at the address listed below or faxed to 505-998-3796. Upon receipt, T-Mobile will review this matter further and apprise Mr. [redacted]. of our findings. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

November 21, 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 November 13, 2016, 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. T-Mobile regrets any concerns Ms. [redacted] experienced regarding charges for a third line of service billed to the account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ contact with our retail location. T-Mobile records indicate on April 11, 2015, a Mobile Internet line ending in [redacted] was activated and subscribed to our 5GB Match Your Phone Data plan for $10.00 per month. On April 30, 2016, Ms. [redacted] visited a T-Mobile retail location for assistance with updating a System Identifying Module (“SIM”) card for one of the voice lines on her account. Due to an inadvertent error, our Premium Handset Protection feature was added to Ms. [redacted]’ line ending in [redacted] for $12.00 per month. In August 2016, T-Mobile ended the Mobile Internet rate plan the line ending in [redacted] subscribed to and the rate plan was changed to our 5GB Mobile Internet rate plan for $20.00 per month. This new plan qualified for a $10.00 monthly discount and Ms. [redacted] did not see an increase to her monthly billing statements. Ms. [redacted] was charged $215.20 for the line ending in [redacted] from April 11, 2015, through November 15, 2016, and this charge consisted of the Mobile Internet rate plans as well as the Premium Handset Protection feature. On November 12, 2016, Ms. [redacted] received an adjustment in the amount of $108.73 as indicated in her correspondence to your office. Upon speaking with Ms. [redacted] November 15, 2016, T-Mobile advised her that she is required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. However, in an effort to amicably resolve this matter, T-Mobile placed an additional credit in the amount of $106.47 for the remaining charges Ms. [redacted] was billed for her line ending in 6574. T-Mobile has cancelled this line for Ms. [redacted]. 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. Jennifer G[redacted] Executive Response

July 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]  Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] had with respect to the final balance on her T-Mobile account. It is very important to note that this account was opened with Ms. [redacted] personal information, including her social security number, and it was her personal credit on which the account was established. Accordingly, Ms. [redacted] is the only one financially responsible for the charges associated with the account.
T-Mobile records reflect that on June 7, 2013, Ms. [redacted] activated her account. T-Mobile records further reflect that on March 8, 2014, Ms. [redacted] elected to change her rate plan and subscribed to T-Mobile’s Simple Choice Value Family Unlimited Talk, Text and Data rate plan for $80.00 per month with mobile numbers ending [redacted] and [redacted]. The mobile number ending in [redacted] had 5 gigabytes (“GB”) of data and Hotspot for $20.00 per month and the JUMP! 2.0 feature for $12.00 per month. Also, the mobile number ending in [redacted] had unlimited data and 5 GB of Hotspot for $20.00 per month and the Device Protection feature for $10.00 per month.
In addition, Ms. [redacted] had a Mobile Internet line ending in [redacted] subscribed to T-Mobile’s Simple Choice Mobile Internet 3GB rate plan for $30.00 per month. As well, Ms. [redacted] had an additional Mobile Internet line ending in [redacted] subscribed to T-Mobile’s Simple Choice North America Mobile Internet 2GB rate plan for $20.00 per month.
T-Mobile records indicate Ms. [redacted] qualified for and took advantage of the below Equipment Installment Plans (“EIP”):
• June 18, 2016, one Samsung Galaxy Note 5 32GB handset under mobile number ending in [redacted] with 24-monthly installments in the amount of $29.59.
• June 28, 2016, one iPhone 6S 16GB handset, one Universe 10 inch keyboard, one iPhone 6 CM accessory, one iPhone Random Order screen protector, one TM 5K Portable charger and one Belkin Premium Metallica lightning CBLS accessory under mobile number ending in [redacted] with 24-monthly installments in the amount of $36.49.
On June 28, 2016, a Change of Responsibility (“COR”) was completed whereby Ms. [redacted] authorized P Virtual Avail Inc. [redacted] P [redacted] to take the mobile numbers ending in [redacted] and [redacted] from the above account to a separate, newly activated business account.
Our records confirm that the EIPs mentioned above associated with the mobile numbers ending in [redacted] and [redacted] were not moved from Ms. [redacted] account, as T-Mobile did not obtain the authorization required by Ms. [redacted] and the new billing responsible party in order to complete the transfer.
On July 8, 2016, pursuant to Ms. [redacted] request, the mobile number ending in [redacted] was cancelled. Yet, on September 26, 2016, pursuant to Ms. [redacted] request, the account was resumed from cancellation and the mobile number ending in [redacted] was transferred from the newly activated business account to Ms. [redacted] account and on that same day it was transferred back to the newly activated business account, therefore cancelling Ms. [redacted] account. Regrettably, as the account was canceled prior to fulfillment of the EIP terms, the EIP balances of the above listed devices totaling $1,518.85 were accelerated and posted to the billing statement dated August 10, 2016.
The final balance on Ms. [redacted] account is reflective of the following charges:
• Ms. [redacted] billing statement dated July 10, 2016, had a balance of $73.53 consisting of the EIP monthly installment mentioned above, and the taxes and applicable fees billed through August 9, 2016.
• Ms. [redacted] billing statement dated August 10, 2016, had a balance of $1,592.38 which included past due balance of $73.53 from the prior billing statement dated July 10, 2016, the remaining EIP balances of the above listed devices totaling $1,518.85.
• Ms. [redacted] revised billing statement dated September 10, 2016, had a balance of $1,592.38 for the above mentioned charges. Please note that on September 26, 2016, a courtesy credit of $76.22 was posted to the account, leaving the account with a remaining balance of $1,516.16.
• Ms. [redacted] revised billing statement dated October 10, 2016, had a balance of $1,516.16 for the remaining EIP balances of the above listed devices.
T-Mobile provided Ms. [redacted] multiple notices that the account was in a past due status. These notices were provided in the monthly invoice, through text messages, calls from our Financial Care team requesting payment and also letters and/or emails. Please be advised that as payment was not remitted for the final balance of $1,516.16, on October 8, 2016, the account was assigned to Receivables Performance Mgmt., a third party collection agency, for the collection of the outstanding balance. Following, on April 13, 2017, the account was assigned to AmSher, an additional third party collection agency.
Please note that on June 25, 2017, T-Mobile notified AmSher to cease and desist all collection efforts against Ms. Osinowo. However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this balance.
Additionally, as the EIP terms were not fulfilled by the devices not being paid in full, T-Mobile blocked the International Mobile Equipment Identifier (“IMEI”) of both devices from use on T-Mobile and most other wireless carrier’s network.

Should Ms. [redacted] choose, as a courtesy to her and an in effort to amicably resolve this matter, on June 29, 2017, T-Mobile agreed to allow Ms. [redacted] to return the Samsung Galaxy Note 5 32GB handset with IMEI number [redacted] and the iPhone 6S 16GB handset with IMEI number 355765079916150 for a total credit of $1,516.16 to T-Mobile. Upon receipt, T-Mobile will apply the above mentioned credit. Ms. [redacted] may return the devices directly to my attention within 15 days to the following address:
Executive Response
Attention: Aika A[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Should Ms. [redacted] accept, T-Mobile recommends that she use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devices. In addition, we request that Ms. [redacted] include the battery, charger, and her T Mobile account information with her equipment to ensure proper credit. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the device will be returned to her if the application is enabled and no credit will be issue.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted] Executive Response

January 30, 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 27, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Ms. [redacted]’s concerns to her satisfaction.
 
We are truly sorry to hear that Ms. [redacted] had anything but a great Un-Carrier experience while working with our Customer Care team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been her experience and we hope we can fix that. Without the support of our valued customers, such as Ms. [redacted], we wouldn’t be able to continue our movement and growth.
 
Our records reflect that Ms. [redacted] placed a handset warranty exchange for her iPhone 6 on January 3, 2017. The replacement device was shipped on January 6, 2017, to a T-Mobile retail location and was ready for pick up on January 9, 2017. Unfortunately, if the device is not picked up, on the 14th day the order is cancelled and a new order must be processed should our customers still need a replacement. As such on January 23, 2017, Ms. [redacted]’s order was cancelled, even though it was showing active earlier in the day. Therefore, upon her attempt to pick up the device, a new order had to be processed. The order was delivered on January 24, 2017, and will remain available until February 10, 2017, then will too cancel on February 11, 2017, if not picked up.
 
Again, we truly regret that Ms. [redacted] had a poor customer experience and genuinely want to achieve a successful resolution of her concerns. Therefore, as a courtesy for the experience she had encountered, and in an effort to regain her confidence, we have issued a free month of service and the late payment fee, in the amount of $112.89, leaving Ms. [redacted]’s account active with a balance of $96.51 consisting of monthly charges through February 22, 2017. Please note that on January 28, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter address to her satisfaction.
 
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.
 
Christina S[redacted]
Executive Response

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

in receipt of your correspondence dated November 24, 2016 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] M. [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to inform you that T-Mobile has addressed Mr. and Mrs. [redacted]’s concerns to their satisfaction. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Video streaming has become the #1 way many people use data. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube and Netflix, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less data. That said, Binge On is a feature that our customers can control at all times. It can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website. We are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr. [redacted]’s expectations. While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity. In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity. Please note, Mr. [redacted]’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, Mr. [redacted] will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, Mr. [redacted] can expect to see some material reduction in data speeds. In our conversation with Mr. [redacted], he indicated that has lost all signals in some areas. We regret any coverage issues Mr. [redacted] has 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. Please note, although data prioritization may still occur when using Binge On, it will only affect Mr. [redacted] in certain areas and times where network is heavily loaded, but he will still have signal and as such it is T-Mobile’s determination that the issues encountered by Mrs. and Mr. [redacted] are unrelated to data prioritization but mainly due to network or signal limitations in certain areas. It is important to note, we found that Mr. [redacted] has only reached the fair usage threshold in two instances; once in February 2016 and once more in April 2016, but we could not find any other records where Mr. [redacted]’s data has been prioritized. Nonetheless, in an effort to amicably resolve Mr. and Mrs. [redacted]’s concerns, on November 30, 2016 T-Mobile applied a credit of $35.00 which is equal to a month of service charges on Mrs. [redacted]’s account. Additionally, we applied a credit of $25.00 on Mrs. [redacted]’s account as she informed us they did not receive a promised credit under our Refer-a-Friend program. Mr. [redacted] accepted the credits as resolution to his concern and the account remains active with credit balance of $25.00. 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

September 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated August 29, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] concerns to her satisfaction. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our retail location and when speaking with our Customer Care team. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to prevent experiences such as these in the future. Also on February 4, 2016, Ms. [redacted] agreed to participate in the JUMP! On Demand lease option for a Samsung Galaxy S6 32GB device for use by the mobile number ending in [redacted]. JUMP! On Demand is an 18 month upgrade option using a lease as a financing method. JUMP! On Demand provides the flexibility to upgrade up to three times in a rolling 12 month period. There was an amount of $204.00 due at signing, and Ms. [redacted] agreed to 18 monthly payments of $20.17 plus applicable sales tax. In Ms. [redacted] letter to your office, she has stated that she paid an additional cost each month for insurance on this device, however T-Mobile records confirm the line ending in [redacted] was not subscribed to Premium Handset Protection and did not have an option to file an insurance claim for replacement of the damaged device. For this reason, Ms. [redacted] was given the option of paying the amount equivalent to an insurance claim, in this case $175.00, in order to return the damaged device and lease a replacement at which time she would also have the option to add Premium Handset Protection to the [redacted] line. In order to lease a replacement device, any down payment would need to be paid at the time of the lease signing in addition to the deductible. T-Mobile regrets any confusion or inconvenience this offer may have created for Ms. [redacted]. In order to provide the most un-carrier experience, T-Mobile has allowed Ms. [redacted] to return the devices in her possession to have the remaining balances waived minus the amount of $175.00 equivalent to the deductible mentioned above. Ms. [redacted] no longer has the LG devices which were on Equipment Installment Plan at the time the service was canceled. T-Mobile has agreed to make an exception and upon receipt of the remaining devices we will also adjust the remaining balances owed for the LG handsets. Ms. [redacted] may return the devices to T-Mobile at: T-Mobile USA, Inc. Attn: Liana 1201 Menaul Blvd NE Albuquerque, NM 87107 T-Mobile encourages Ms. [redacted] to use a traceable carrier and to keep the tracking number for her records. Once T-Mobile has received the devices and confirmed they are in good working condition, T-Mobile will revisit Ms. [redacted] account and adjust the final equipment charges. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

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

May 3, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 20, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets that Ms. [redacted] experienced charging issues with her Samsung Galaxy S6 handset. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their 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. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted]’ handset, upon receipt we examined it and it was found to have sustained physical damage to the charger port, which is not covered under the limited warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the material that accompanies the replacement handset. In an effort to resolve this matter amicably, T-Mobile has applied account credits totaling $425.00 for the disputed out-of-warranty fee and applicable taxes. The account currently reflects a balance of $244.78 includes monthly recurring charges, Equipment Installment Plan charges, a service warranty processing fee and applicable taxes from the April 13, 2016 billing statement. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

June 28, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced file number.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding issues with his handset. Unfortunately, T-Mobile was unable to locate an account with the information Mr. [redacted] provided.  In order to investigate the matter further, we need a valid T-Mobile account number or mobile number.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  For account security please include the last four digits of the account holder’s Social Security number or PIN code. Once the requested information has been received T-Mobile will investigate as appropriate and advise Mr. [redacted] of our findings.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response

I accept this resolveRevdex.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]

Complaint: [redacted]
I am rejecting this response because:I do not agree with their resolution.  I will not accept at all as is so they can close this as declined.
Sincerely,
[redacted]

July 5, 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 June 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to a T-Mobile account that was activated under her name.  Please be advised that T-Mobile offers options to customers with bad credit, no credit, and for customers who simply do not want to provide their SSN.  T-Mobile offers the No Credit accounts which allows customer to have a postpaid account without having to have a credit check.  It is important to note that the No Credit accounts may not have all of the benefits that are offered to regular postpaid accounts.    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.  Please note that as no SSN is requested from the customers for a No Credit account, they do not get referred to collection agencies if left unpaid and records are kept for internal use only.    T-Mobile records reflect that Ms. [redacted]’s account was activated on March 21, 2017, with one mobile internet (“MI”) line on the T-Mobile One No Credit Check (“NCC”) Tablet plan for $75.00 a month, and a $25.00 deposit was paid via a credit card number ending in 5310.    T-Mobile records reflect that on April 24, 2017, the account was suspended for non-payment at which time the account ceased being charged for her monthly recurring bill.  Ms. [redacted]'s billing statement dated May 14, 2017, reflects a total balance due in the amount of $87.14 of which $61.16 was considered past due.  Ms. [redacted] was assessed $25.98 for partial monthly recurring charges between the dates of April 15, 2017, and April 24, 2017, with the balance due on May 24, 2017.    As Ms. [redacted]’s account continued in a financially delinquent status on May 25, 2017, the account was cancelled for non-payment and the $25.00 deposit was released reducing the balance to $62.14.  Ms. [redacted]'s final billing statement dated June 14, 2017, reflects a total balance due in the amount of $62.14.    It is important to note that our records reflect that Ms. [redacted]’s MI line has no usage.    Upon speaking with Ms. [redacted] on June 26, 2017, T-Mobile offered a credit in the amount of $62.14 to bring account to a zero balance.  Ms. [redacted] agreed.  Additionally, T-Mobile has informed that her No Credit account should have not impacted her credit report.  T-Mobile has requested for Ms. [redacted]’s full SSN for the sole purpose to verify if there may be any additional accounts under her SSN.  Regretfully, Ms. [redacted] declined the option to provide her full SSN and indicated that she will check with credit bureaus to get an account number.  T-Mobile has provided Ms. [redacted] with an email to where she may forward the account number in dispute for further investigation.  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.   Juan B[redacted] Executive Response

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account.
T-Mobile regrets any continued billing concerns Mr. [redacted] may have and we appreciate the opportunity to address his concerns. A detailed breakdown of Mr. [redacted]’ charges is as follows: T-Mobile records indicate Mr. [redacted] was subscribed to our T-Mobile ONE rate plan with two lines of service for $130.00 and $25.00 per additional line of service. Mr. [redacted] was also subscribed to our Simple Choice Wearable rate plan for $15.00 per month. Please note that customers like Mr. [redacted] were eligible to receive a $10.00 per month discount towards the wearable rate plan as he was also subscribed to a voice line of service.
Further, T-Mobile records indicate Mr. [redacted] qualified for and took advantage or our JUMP! On Demand (“JOD”) lease offer with two Samsung Galaxy S 7 handsets on March 3, 2016. At the time of Mr. [redacted]’ lease signing he was not required to remit a capital cost reduction payment, he agreed to 18 monthly lease payments of $28.00 per handset, and a purchase option price of $165.99 per handset. Additionally, T-Mobile records indicate Mr. [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”) offering on March 25, 2016:
• A Samsung Galaxy Grand prime with 24 monthly installments of $7.92
• A Samsung Galaxy S 6 Edge+ handset with 24 monthly installment so f $28.34
• A Samsung Galaxy Note 5 handset with 24 monthly installments of $29.17
T-Mobile records reflect that on September 4, 2016, Mr. [redacted] participated in the Limited Warranty Exchange process for his non-working Samsung Galaxy S7. At that time Mr. [redacted] was provided instructions on the return process and was advised that she would be subject to a non-return fee if the non-working handset was not returned within 15 days of delivery of the replacement.
As T-Mobile did not receive the non-working handset Mr. [redacted]’ account was assessed a non-return fee of $718.79. Furthermore, on November 23, 2016, Mr. [redacted] was sent a billing statement showing an outstanding balance of $1,434.12 which consisted of a past due balance of $342.84, monthly recurring charges from November 24, 2016, through December 23, 2016, as well as the non-return fee for the Samsung Galaxy S7.
Further, as Mr. [redacted]' account carried a past due balance, his account was suspended on December 18, 2016. Anytime an account carries a past due balance, it may be subject to suspension and or cancellation. Additionally, customers may be charged a fee if services are suspended, and we later restore services. Accordingly, following payments totaling $347.36, and a $14.00 courtesy credit, on December 23, 2016, Mr. [redacted] was sent a billing statement in the amount of $1,630.93, which consisted of a past due balance of $1,072.76, as well as monthly recurring charges from December 24, 2016, through January 23, 2017. As payment was not received toward the account balance, Mr. [redacted]’ account was suspended on February 11, 2017.
As such, Mr. [redacted] was sent a billing statement on February 23, 2017, in the amount of $2,428.35, which consisted of a past due balance of $1,812.10, new charges from February 24, 2017, through March 23, 2017, as well as adjustments for services from January 24, 2017, through February 23, 2017, for services billed during the suspension. Please note that Mr. [redacted] was billed six restore from suspend fees, which were detailed on this billing statement.
Upon further review of Mr. [redacted]’ account on February 28, 2017, T-Mobile confirmed receipt of the non-working Galaxy S7 handset, and therefore issued a credit in the amount of $718.79, reducing Mr. [redacted]’ balance to $1,759.13. Additionally, T-Mobile issued a credit in the amount of $240.14 for the pro-rated charges incurred while services were suspended on December 18, 2016, reducing his balance to $1,513.99.
In an effort to amicably resolve Mr. [redacted]’ concerns regarding the restore from suspend fees as detailed in our response to your file number [redacted], on February 28, 2017, T-Mobile issued a credit in the amount of $120.00, for the restore from suspend fees assessed for the February 11, 2017, suspension.
As T-Mobile did not receive a payment toward the outstanding balance of the account, on March 24, 2017, Mr. [redacted] was sent a billing statement in the amount of $1,845.74 which consisted of a past due balance of $1,393.99, as well as new monthly recurring charges from March 24, 2017, through April 23, 2017. It is T-Mobile’s position that this balance is accurate and owed, and T-Mobile respectfully declines Mr. [redacted]’ request for additional credits toward his account balance. To avoid further collection activities we encourage Mr. [redacted] to contact our Customer Care team by calling 800-937-8997 to remit payment. T-Mobile regrets any inconvenience to Mr. [redacted].
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent conversations with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

May 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], but we have been unsuccessful; therefore, we will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated mobile number ending in 0066 on February 17, 2017, and attempted to take advantage of our 2017 January Smartphone Offer. This promotion ran from January 11, 2017, through February 9, 2017, which included a free Samsung On 5 via monthly bill credits. As can be expected, there were several eligibility requirements for the promotion including that customers were responsible for any applicable down payments, taxes, and shipping at the time of purchase. Standard out of pocket cost and deposit rules apply. Customers must have also submitted a rebate on t-mobile.com/promotions using promo code JAN17AFFDTM1 within 30 days of purchase. However, the promotion was expired at the time of Mr. [redacted]’s purchase.
Our records show that Mr. [redacted]’s account is billed in advance of the service being provided and become due within that billing cycle. For instance, Mr. [redacted]’s billing cycle runs from the 8th of the month through the 7th, with a due date of the 28th of every month. If during that billing cycle Mr. [redacted] has any usage charges, such as international calling or third-party downloads, rate plan changes, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advance.
T-Mobile records confirm that Mr. [redacted]’s billing cycle from February 8, 2017, through March 7, 2017, due March 28, 2017, was assessed rate plan charges from before the additional line was added along with the rate plan charges from after the additional line was added.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile credited $250.00 leaving Mr. [redacted]’s account with a credit balance of $250.00.
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

September 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 August 28, 2017, regarding the above-referenced account. Please be advised T-Mobile has resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding 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]’s recent contact with our retail location.
On June 6, 2017, our records confirm Mr. [redacted] activated Mobile Internet (“MI”) Line ending in [redacted] which is $10.00 per month after monthly MI and Auto Pay discount, for 2 GB of high speed data. Mr. [redacted] also purchased a ZTE SynUp Drive device on Equipment Installment Plan (“EIP”) paying $2.00 per month for 24 months.
Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on July 9, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy J3 Prime device used on mobile number ending in 6992. Please note that Mr. [redacted]’s account was eligible to receive a Mobile Device Unlock for his device. As such, on July 16, 2017, T-Mobile emailed Mr. [redacted] with the Mobile Device Unlock instructions needed to unlock his device. Please be advised in order to complete the Mobile Device Unlock, Mr. [redacted] must go to the Device Unlock App and accept the permanent unlock of the device.
On September 8, 2017, in an effort to amicably resolve this matter, T-Mobile applied a credit of $42.00 to pay off the remaining EIP charges for the ZTE SynUp Drive device and a $20.00 account credit, leaving a credit balance of $20.00.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carolina F[redacted]
Executive Response

August 4, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 23, 2017, regarding the above-referenced file number.    Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997 in order to discuss account details.    Upon speaking to Mr. [redacted] on August 1, 2017, we have offered to assist him with device and coverage troubleshooting and will continue to work with Mr. [redacted] to provide a 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.   Carolina F[redacted] Executive Response

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

receipt of your correspondence dated October 23, 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 concerns Mr. [redacted] experienced regarding his billing statements and we are grateful to receive the opportunity to address his concern. Our records indicate on September 14, 2014, Mr. [redacted] enrolled in our Simple Choice Family Unlimited Talk, Text and Data plan for all four lines of service at $100.00 per month. Also, Mr. [redacted] added 6GB of data features at $10.00 per month to the lines of service whose mobile numbers ended in [redacted] and [redacted]. Furthermore, Mr. [redacted] added the optional JUMP! 1.0 features to the lines ending in 3539 at $9.00 per month, for the line ending in 3538 at $9.00 per month and for the line ending in [redacted] at $12.00 per month. Mr. [redacted] was enrolled in a postpaid account and as such it was billed in arrears. In Mr. [redacted]’s case, his billing cycle ran from the 14th of the month and ended on the 13th of the following month. Regrettably, on September 16, 2016, Mr. [redacted] cancelled his account by porting out all four lines of service. At the time Mr. [redacted] also had an active Equipment Installment Plan (“EIP”) for an Apple iPhone 6 Plus Space Gray 64GB device which was originally opened on December 9, 2014. At the time, Mr. [redacted]’s device was priced at $849.99 and he paid $99.99 down payment and agreed to pay 24-monthly installments of $31.25 each. As Mr. [redacted]’s account was cancelled, the remaining EIP charges of $62.50 were accelerated and become due in full with the final billing statement. Mr. [redacted]’s last payment totaled $195.59 which covered the service charges from August 14, 2016, to September 13, 2016. However, Mr. [redacted]’s final billing statement from September 14, 2016 to October 13, 2016 was in the amount of $245.55 which included the EIP accelerated charges of $62.50 and monthly recurring charges of $183.05. Customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through October 13, 2016. In an effort to amicably resolved Mr. [redacted]’s concerns, on October 30, 2016, T-Mobile applied a credit of $183.05 to cover the monthly recurring charges assessed on his final billing statement. However, the EIP balance of $62.50 is considered to be valid and due by November 6, 2016. Mr. [redacted]’s account remains cancelled with a revised balance of $65.20. Mr. [redacted] can contact our Customer Care department at 1-800-937-8997 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response