T-Mobile Usa Inc

August 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***-***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile
Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced accountPlease be advised that our records confirm that *** *** ***-*** and *** *** are one and the same
T-Mobile regrets any concerns that Ms***-*** may have experiencedT-Mobile records show that on March 5, 2017, Ms***-*** activated service with mobile number ending in ***At that time Ms***-*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6s Plus
As of the time of Ms***-***’s purchase of a new handset for use on the mobile number ending in *** T-Mobile provided a day return period which allowed Ms***-*** to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase
Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at www.T-Mobile.com
Further records confirm that April 18, 2017, T-Mobile received Ms***-***’s iPhone 6s PlusOur records indicate that on April 18, 2017, Ms***-*** qualified for and took advantage of our EIP offering with the purchase of an iPhone PlusFurthermore, our records show that on June 27, 2017, Ms***-*** qualified for and took advantage of our EIP offering with the purchase of a ZTE Z Max ProOn July 8, 2017, T-Mobile received Ms***-***’s iPhone Plus and ZTE Z Max Pro
T-Mobile records indicate that on July 10, 2017, Ms***-*** qualified for and took advantage of our EIP offering with the purchase of an LG Stylo On July 23, 2017, T-Mobile received Ms***-***’s LG Stylo
T-Mobile records indicate that on July 22, 2017, ***-*** qualified for and took advantage of our EIP offering with the purchase of a Samsung JPlease be advised that all EIPs except for the Samsung Jhave been closed due to returns completed
To amicably resolve this matter, on August 14, 2017, T-Mobile replaced Ms***-***’s Samsung Jwith a new iPhone 6s Plus Rose Gold at no cost as a gesture of goodwillMs***-*** has accepted this offerWe further regret any inconvenience to Ms***-***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris L*** Executive Response

February 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated February 4, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe understand that a higher than usual bill can be frustrating and we regret any concerns Mr*** experienced regarding this matterOur records indicate that on September 18, 2014, Mr*** activated the above-referenced accountFollowing, on March 27, 2015, Mr*** activated the mobile number ending in *** and subscribed it to T-Mobile’s Wearable Mobile Internet Unlimited Talk, Text and megabytes of Data rate plan for $per monthAlso, on March 27, 2015, Mr*** took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one Samsung Gear S equipment under mobile number ending in ***At the time of purchase, a down payment was not required; yet, payment of $for the sales taxes was remitted and monthly installments of $were acceptedOur records further indicate that on July 29, 2015, Mr*** elected to change his rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data rate plan for $per month with mobile numbers ending in *** *** *** *** *** and ***Please note that the mobile numbers ending in *** *** and *** were add-on-lines to the account and paid an additional $per monthBased on the above, at this time, Mr*** estimated monthly recurring charges were $before applicable taxes and feesT-Mobile records reflect that Mr*** billing statement dated November 19, 2015, had a balance of $which included past due charges of $from the billing statement dated October 19, 2015, monthly recurring charges, applicable taxes and fees billed from November 19, 2015, to December 18, 2015, six restore from suspend fees of $each, the EIP monthly installment and a late fee of $Please note that on November 28, 2015, payment of $was remitted to the account and on December 5, 2015, an additional payment of $was remitted to the account, leaving the account with a remaining balance of $T-Mobile records further reflect that Mr*** billing statement dated December 19, 2015, had a balance of $which included past due charges of $from the billing statement dated November 19, 2015, monthly recurring charges, applicable taxes and fees billed from December 19, 2015, to January 18, 2016, six restore from suspend fees of $each, the EIP monthly installment and a late fee of $Please note that on December 27, 2015, payment of $was remitted to the account and on January 10, 2016, an additional payment of $was remitted to the account, leaving the account with a remaining balance of $Our records confirm that on December 5, 2015, per Mr*** request, T-Mobile transferred the mobile numbers ending in *** *** *** *** *** *** from Mr*** account to a separate T-Mobile Pay-As-YserviceAt this time, Mr*** elected to change his rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data for $per month with the remaining mobile number ending in No changes were made to the mobile number ending in ***As such, Mr*** estimated monthly recurring charges are of $before applicable taxes and feesT-Mobile records reflect that Mr*** billing statement dated January 19, 2016, had a balance of $which included past due charges of $from the billing statement dated December 19, 2015, monthly recurring charges, applicable taxes and fees billed from January 19, to February 18, 2016, two restore from suspend fees of $each, the EIP monthly installment and a late fee of $Please note that on January 29, 2016, payment of $was remitted to the account and most recently on February 6, 2016, payment of $was remitted to the account, leaving the account with a remaining balance of $Mr*** may remit payment to the address listed on his billing statement or may contact our Customer Care at 1-800-937-to make arrangement for paymentBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCAida A*** Executive Response

May 25,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 12, 2017, regarding the above-referenced accountAfter careful review, T-Mobile has determined that *** *** and *** *** are one and the sameTherefore, T-Mobile has updated the billing name on the above-referenced account to reflect *** ***
T-Mobile regrets and billing and services concerns Ms*** has experiencedT-Mobile records confirm that Ms*** activated her account on December 5, 2016, when she transferred her mobile number ending in *** from our prepaid system to our postpaid systemAt that time, Ms*** was subscribed to the Simple Choice North America Unlimited Talk Text and Data individual rate plan for $plus tax monthlyAccordingly, the first billing statement issued December 7, 2016, reflected a balance of $due by December 27, 2016, and consisted of monthly access charges from December 7, 2016, through January 6,
T-Mobile records indicate that on December 13, 2016, Ms*** activated the mobile numbers ending in *** *** *** *** At that time, Ms***’s rate plan was changed to the T-Mobile ONE Taxes Excluded family plan for $plus tax monthlyAdditionally, Ms*** added the Family Allowances feature for $plus tax monthly
On December 28, 2016, Ms*** changed her mobile number ending in *** to the new mobile number ending in ***At which time, the account was assessed the associated mobile number change fee in the amount of $plus taxPlease note that T-Mobile received a payment of $on December 30, On January 5, 2017, Ms*** ported in the mobile number ending in *** from another service provider to replace the mobile number ending in ***
As the new lines of service and rate plan change occurred mid-billing cycle, the billing statement issued January 7, 2017, reflected a balance of $due by January 27, 2017, and consisted of monthly access charges for the above-referenced family plan from December 7, 2016, through February 6, 2017, a credit for Ms***’s individual rate plan from December 7, 2016, through January 6, 2017, a mobile number change fee, and applicable tax
Please be advised that on January 10, 2017, Ms*** cancelled her mobile number ending in *** when she ported the number to another service providerThe following billing statement issued February 7, 2017, reflected a balance of $due by February 27, 2017, and consisted of a past due balance of $360.66, monthly access charges from February 7, 2017, through March 6, 2017, and applicable tax
It is important to note that on February 8, 2017, Ms*** cancelled her mobile numbers ending in *** *** *** At that time, Ms*** changed her rate plan back to the individual Simple Choice North America Unlimited Talk Text and Data for $plus tax monthly
Review of the account confirms that on February 23, 2017, a payment in the amount of $was received on Ms***’s accountThe following day, an additional payment of $was remitted to the account which left the account with a zero balance
Regretfully, Ms*** canceled her account on February 27, 2017, when she ported her mobile number ending in *** to another service providerMs***’s billing cycle ran from the 7th of one month to the 6th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through March 6,
A billing statement issued March 7, 2017, reflected a credit balance of $116.23, and consisted of adjustments made to the monthly access charges from February 8, 2017, through March 6, 2017, due to the rate plan change that occurred on February 8, However, on April 26, 2017, Ms***’s payments made on February 23, 2017, and February 24, 2017, were returned unpaid by Ms***’s bankTherefore, Ms***’s T-Mobile account was billed two returned payment fees as outlined in the Terms and Conditions
The billing statement issued May 7, 2017, reflected a balance of $due by May 27, 2017, and reflected the outstanding balance of $and restore from suspension feesPlease be advised that on May 9, 2017, T-Mobile received a payment in the amount of $via electronic check
On May 24, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $to Ms***’s account for the outstanding account balance and restore from suspension feesAdditionally, T-Mobile has issued a refund in the amount of $to be deposited electronically back to Ms***’s checking accountPlease note that this can take up to three business days for the funds to appearOnce this has been processed, Ms***’s account will remain closed with a zero balanceT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
William B***
Executive Response

September 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 13, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms*** with respect to her Samsung Galaxy Note handsetOur records indicate that on August 27, 2016, Ms*** initiated a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy Note deviceAs has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyWe certainly apologize if one of our employees failed to follow that process for Ms***Please note T-Mobile has begun to receive shipments of the New Samsung Galaxy Note7s and we are working diligently to get our customers taken care ofWe regret to hear that Ms*** was unable to process the loaner phone at the local retail locationUpon further review, our records confirm that on September 21, 2016, Ms*** was able to successfully upgrade to a New Note As a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to offer Ms*** a credit of $which would cover the remaining open balance due on September 28, 2016.Should Ms***, wish to accept this offer, she may contact me directly at the number listed below within days of the date of this letterPlease also be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location and Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCMaggie R*** Executive Response

April 11,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated 3/29/regarding the above-referenced accountT-Mobile is pleased to report that we have amicably resolved Ms***’s concerns to her satisfaction
T-Mobile regrets that Ms*** has had concerns affecting her ability to keep her previous account number ending in *** active and her attempts to contact the Executive OfficeT-Mobile makes several efforts to contact our customers when concerns are brought to our Executive Response office and we regret we were not able to contact Ms*** sooner
Please note that on December 28, 2016, T-Mobile received Ms***’s bankruptcy filing for the account number ending in ***T-Mobile received all appropriate documentation to mark this account as bankruptcy and determined that the balance of $4,was incurred pre-petition therefore T-Mobile will no longer collect on this balance
Due to ongoing issues in regards to keeping payment arrangement options available to Ms***, as a courtesy, T-Mobile has created a new account number ending in In addition to creating the new account we have also made the account well qualified for all future equipment purchases through our Equipment Installment Plan and JUMP! on Demand programs
Finally, T-Mobile and Ms*** discussed putting her back onto her previous plan of lines for $with 2.5GB of LTE data included, but upon review of her monthly data usage, Ms*** selected a new plan that better fits her needsMs*** selected our T-Mobile One Tax Inclusive plan which includes unlimited LTE data for $per month
In regards to Ms***’s previous JUMP! feature, we are able to provide Ms*** with the original JUMP! feature on each lineThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentT-Mobile has also been able to make an exception and has successfully backdated the tenure of the JUMP! feature to make Ms*** eligible to JUMP! her current devices from this point forward
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Roxanne G***
Executive Response

Complaint: ***I am rejecting this response because:When I contacted Tmobile regarding my claim on May I was told to go into the store and I would only have to pay a deductible for whatever phone I chose plus taxI clairfield this several timesIt was at the store at the Mall of Abilene where I learned that I would have to pay a large sum of money to deposit to receive a new phoneThe store employee did call and verify that I was told over the phone that the deductible was dollarsI was still told that I was have to pay up front for a new phone that I did not have the creditIn this case was good is it to pay insurance if I Tmobile is not going to cover the phone as stateThis is in breech of contractI do appreciate the account balance being rectifiedThat is in all fairnessI had to port my number out to another service provider in order to get a working phoneIf Tmobile can not honor the insurance agreement it needs to be refunded.Sincerely,*** ***

August 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 19, 2015, regarding the above-referenced accountT-Mobile regrets Ms*** concerns regarding billing toward the above-referenced accountT-Mobile reviewed Ms*** her account number referenced above and has found that her account was activated on December 19, T-Mobile records indicate Ms*** inquired about cancellation on December 28, however as a port out was going to be completed the account must remain in an active statusThe arrangement to transfer the line of service was made directly with Ms*** new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms*** new wireless service provider took control of itPlease note, Ms*** port out request is notated as being received by her new provider on January 10, and was processed the same dayAs such, Ms*** account was not canceled until after return period had expiredAs Ms*** account was canceled outside of the return period, she was responsible for the monthly recurring charges from activation on December 19, through end of her bill cycle dated February 2, Please note, pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAdditionally, as Ms*** agreed to a contractual obligation which stipulated a $early termination fee, she was assessed a termination fee as the account was canceled prior to December 19, Ms*** final balance was in the amount of $As T-Mobile was unsuccessful in collection Ms*** outstanding balance, her account was referred to an outside collection agency on May 1, However in an effort to amicably resolve this matter, T-Mobile has agreed to credit the balance in fullA credit in the amount of $was applied to Ms*** account which represents the monthly recurring charges, early termination fee and applicable taxesAs such, Ms*** account remains closed with a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCMartin G*** Executive Response

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 4, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms*** *** and that she has designated Ms*** *** as an authorized user of the accountT-Mobile offers our deepest condolences to Ms*** for her lossOur records indicate on December 30, Ms*** requested to have the account cancelled as the account holder had passed awayPlease note, in order for T-Mobile to complete a cancellation in the event of the passing of the account holder, customers are required to send documentation to T-Mobile before account changes are made such as a death certificateOnce the documents are received, customers can complete a Change of Responsibility or cancellation with T-Mobile at any timeAs such, on February 3, T-Mobile cancelled the account per Ms***’ requestFurther review shows Ms*** was advised by our Customer Care she would not be charged any monthly charges after December 30, when she initially reported the account holder’s passingUnfortunately, there was a billing statement for the services from December 19, to January 18, that generated a balance of $due on February 11, T-Mobile received payment of $on February 4, 2016, although Ms*** had been advised she would only be charged from December 19, to December 30, for the prorated amount of $and not the full month of serviceT-Mobile regrets any miscommunication provided to Ms***Additionally, a billing statement for prorated charges of $was generated for the days of service from January 19, to February 2, when the account was cancelledHowever, on March 30, T-Mobile credited Ms***’ account for the amount of $to bring the account to a balance of zeroPlease 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 mayHowever, Ms***’ account was never transferred to a third party collection agency, hence there was no impact to her creditWe regret any confusion this matter causedNonetheless, as a way to amicably resolve Ms***’ concerns, on May 9, T-Mobile provided a full refund in the amount of $for the last payment madeMs*** accepted this refund as resolution to her concernsMs***’ account remains cancelled with a balance of zeroBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCSal O*** Executive Response

May 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated April 19, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets any concerns Ms*** experienced in regards to her data usageT-Mobile records indicate that Ms***’s account is currently subscribed to the Lines T-Mobile ONE All In promotional rate plan, which includes unlimited talk, text and dataT-Mobile reviewed the billing statements from January 27, 2017, through April 26, 2017, and over the course of those three months, Ms***’s account used an average of gigabytes (GB gigabytes) of data
If Ms*** continues to experience any difficulties with the service, we request that she provide T-Mobile’s Executive Office details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsMs*** may contact me directly at the number listed below or by email at ***@T-Mobile.com
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

September 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 11, 2015, regarding the above-referenced accountT-Mobile has attempted to reach Ms*** but unfortunately we have been unsuccessful in our attemptsTherefore, we will attempt to address Ms.*** concerns via this responseT-Mobile regrets any inconvenience Ms*** has experienced with the replacement of her non-working Apple iPhone deviceIt is important to note that Ms*** was subscribed to the JUMP!feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty)In addition customers may process a claim if the device is lost, stolen or has physical damage at the cost of a deductible which is charged based on the equipment modelOur records confirm that Ms*** did in fact process a claim with *** on August 22, 2015, in which a $deductible was paid to *** towards the equipment replacementPlease note that *** and T-Mobile are two separate companies with separate policiesT-Mobile records indicate that there was usage from August 24, to September 10, on the replacement handsetFurther records confirm that on September 10, 2015, Ms*** contacted T-Mobile and not *** and reported that the device replaced by *** was brokenT-Mobile directed Ms*** to *** to confirm the action that can be takenUpon Ms*** contacting *** she was informed that a deductible would be required to replace the device as it was in a broken status and was outside the allotted timeframe to replace the exchanged deviceOn September 11, 2015, Ms*** processed a JUMP! upgrade and traded in the replacement device for an Apple iPhone Plus deviceAlthough the claim was processed through *** and within their terms and conditions, in an effort to amicably resolve the matter, a credit of $was applied to Ms*** account for one month of serviceAs of the date of this letter the account reflects a credit balance of $which will impact Ms*** upcoming billing statementT-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCSacny A*** Executive Response

May 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of Mr***’s correspondence dated May 14, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has resolved Mr***’s concern to his satisfaction
We regret any equipment concerns Mr*** has experiencedOur records confirm that Mr*** purchased two Samsung Galaxy Note devices with International Mobile Equipment Identifiers (“IMEI”) *** and *** for his mobile numbers ending in *** and ***Mr*** elected to finance the above devices through T-Mobile’s Equipment Installment Program (“EIP”) wherein he paid a down payment of $plus taxes on the full cost of the devices, and agreed to pay the remaining balance for both devices totaling $1,in monthly payments of $
T-Mobile records confirm that both of Mr***’s Samsung Galaxy Note devices have been confirmed as received by T-Mobile on April 12, Unfortunately, due to an inadvertent delay, the EIP loans for Mr***’s devices were not closedIn an effort to resolve this matter, T-Mobile has removed the remaining EIP balance for both devices of $T-Mobile has also applied a credit in the amount of $to Mr***’s account for the monthly installments for both of the devices billed over the last two months leaving revised account balance of $Mr***’s account remains active and in good standing
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Nicole C***
Executive Response

Complaint: ***I am rejecting this response because:None of this was ever explained like this to us when we joined we were told that when Jump was introduced all customers would be moved to it and jump one would no longer exist, and as for me just being named on the account it still means that I have full say on what is going on with the accountI can see from the non caring way that they responded to me that they could really care less about their customers and could care less about personal contact at least when I filed on *** about a problem with them I got a personal call from them and a person that wanted to fix the problemAt least with *** I could get my phone in my name and was treated like I was the account holder when contacted not just some non personI see now that going to T-Mobile was a huge mistake, *** with all of their failings were still better at treating their customers better and at least contacted me in person with in three days and not by some letter that sounds like a sales pitch a week laterSince I have Directv also I will be moving back to *** at some point when I cannot get scalped by T-Mobile and their deceptive ways.Sincerely,*** ***

January 5,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re:
*** ***
T-Mobile Account Holder *** ***
Your File No***
T-Mobile Prepaid NoXXX-XXX-***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 21, 2015, regarding the above-referenced account.
T-Mobile regrets any frustration Ms*** encountered with her prepaid balance. T-Mobile records confirm that Ms*** is subscribed to our grandfathered Pay As You Go service and has reached Gold Rewards Status. Gold Rewards customers are provided with a day expiration date for any refill applied to their account after they have reached Gold Rewards Status. Further records confirm that on November 16, 2014, Ms*** applied a $refill to her account. This provided her with a $balance with an expiration date of November 16, 2015.
Additional records confirm that on November 13, 2015, a free system message was sent to Ms***’s above number stating “Free T-Mobile Msg: Your prepaid service is about to endRefill your account by 11/16/2015, and all unused minutes will extend to the new service availability date.”
Unfortunately, Ms*** did not apply a refill to her account and therefore her account balance at the time of $expired on November 16, 2015. Nevertheless, in an effort to amicably resolve this issue, we have applied a credit of $to Ms***’s account to restore her balance and extended the expiration date through February 9, 2017. Ms*** may check her balance by dialing #225# or by visiting www.T-Mobile.com.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Brian W***
Executive Response

May 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 6, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr***, he confirmed that this matter has been resolved to his satisfaction
T-Mobile regrets to hear of any concerns that Mr*** experienced regarding his phone claimT-Mobile records confirm that since November 1, 2016, Mr*** has been subscribed to the optional Premium Handset Protection (PHP) which provides mechanical breakdown replacements, insurance coverage for accidental damage, and lost/stolen protectionIt is important to note that the additional coverage is provided by Assurant Solutions, Inc(“Assurant”)
Upon review, there are two devices that have been associated with Mr***’s accountOne was an iPhone Plus 32GB in use from October 12, 2017, to May 2, 2017, which is the date that the line was suspended for being lost or stolenThe second device was an Alcatel OneTouch Fierce that was associated to Mr***’s account as a purchaseHowever, the handset was only used between September 9, 2016, and October 4, 2016, on a previous mobile number associated with Mr***’s account ending in 9586, which was later changed to a different number on November 14,
In an effort to amicably resolve the matter, and upon speaking with Mr***, T-Mobile sent a new iPhone Plus 32GB device to Mr*** at the cost that he would pay to file his insurance deductible of $Pursuant to our conversation, Mr*** confirmed the matter is resolved, and has no further concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Adrianne F*
Executive Response

Can you please open this case againAfter a lot of promises, nothing has been done yet

June 22,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated June 11, 2017, regarding the above-referenced file numberWe have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets any inconvenience Mr*** experienced in regards to unlocking his deviceT-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivatedA phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (“IMEI”) to a global database and within hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networksT-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs
We encourage customers to purchase devices through T-Mobile or our authorized dealers, as it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its historyUnfortunately, this is the case with the device referenced in Mr***’s correspondence
Mobile Device Unlocks are available to customers who meet our eligibility requirementsHowever, at that the time Mr*** contacted T-Mobile Customer Care in regards to his LG Ghandset; the device was not eligible for a Mobile Device Unlock as the device was not in use on the T-Mobile networkHowever, in an effort to amicably resolve this matter, Mr***’s LG Gdevice was unlocked from the T-Mobile networkT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at ###-###-####-***
Very truly yours,
T-MOBILE USA, INC
Jessica G***
Executive Response

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated September 6, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** regarding the interruption of his servicesOur records indicate on July 3, Mr*** set up a payment arrangement online through our website www.t-mobile.com and agreed to complete his payments as follows: $on July 10, and $on July 17, and those payments were to be drafted from Mr***’ credit card automaticallyAs such, on July 10, T-Mobile attempted to process Mr***’ payment as agreed but it was declined indicating that his financial institution did not want to honor the payment which on July 12, caused his payment arrangement to failConsequently, on July 13, Mr***’ account was suspended for non-paymentPlease note, prior to suspension, T-Mobile notified Mr*** via text message to contact us in order to avoid service interruptions and a $reconnection fee per line of serviceIt is also important to note that in order to restore services after a payment arrangement is failed, T-Mobile requires payment for the full past due amount which in Mr***’ case was $at the timeT-Mobile however agreed to restore Mr***’ services with only the payment of $and set up a new payment arrangement for the remaining $to be paid on July 16, As Mr***’ account was suspended, he was charged a $reconnection fee plus $taxes on each line of service for a total of nine lines which comes to a total of $It is T-Mobile’s position that the reconnection fees billed to Mr*** are valid and dueNonetheless, in an effort to resolve Mr***’ concerns amicably, on September 11, T-Mobile applied a credit of $to his accountMr***’ account remains active with a revised past due balance of $which is currently on a payment arrangement and a new charges of $due on September 23, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCSal O*** Executive Response

November 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated October 25, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfactionOn September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tratheir fully paid off iPhone or aboveCustomers that purchase a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone Please be advised that those that traan iPhone 6, Plus, 6S, or 6S Plus will receive the phone at no cost after a tracredit and monthly EIP bill credits; customers that trade in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the iPhone or iPhone Plus the cost will increase in increments of $with each memory variantAdditionally, the tradevice must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements are not met the customer will not qualify for the promotionPlease be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statementT-Mobile records confirm that Mr*** returned an Apple iPhone 5S and an Apple iPhone device to receive the “iPhone Trade-Up” offer and we have received the equipmentDue to an inadvertent error, Mr*** did not receive the lump sum bill credit for the tracost of the Apple iPhone 5S or the Apple iPhone which should have totaled $223.00, nor has he been receiving the monthly bill credits to offset the monthly EIPIn an effort to resolve Mr***’s concerns, T-Mobile has closed the EIPs for the two Apple iPhone devices that were purchased during the referenced promotion, leaving Mr*** free of financial responsibility for the devicesIn addition, T-Mobile has also agreed to adjust the EIP charges for the Apple iPhone devices that were billed to Mr*** on the bill dated October 21, T-Mobile regrets any inconvenience caused to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLupe C*** Executive Response

March 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced accountT-Mobile regrets any concerns that Ms*** has experienced in regards to her T-Mobile bill and appreciates the opportunity to respond to her concerns
In Ms***’s letter to your office, she indicates that she experienced coverage concernsAlthough we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms*** experienced any issues with her serviceUpon reviewing the address listed on the account, which is the same as Ms*** listed on her concern to your office, T-Mobile found that Ms***’s area is served by our network with the following spectrums: LTE MHz as well as MHz for 4G serviceMs***’s area is also served by our 2G technology
T-Mobile records confirm that on December 7, 2016, Ms*** activated five mobile lines on the T-Mobile ONE rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthAdditionally, should a customer elect to enroll in AutoPay they are eligible to receive a $discount per line of service for up to eight lines of service
T-Mobile records indicate that on December 7, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy SEdge 64GB handsets in whiteEIP 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 monthly installments
Accordingly, Ms*** was asked to make a down payment in the amount of $plus applicable taxes on each handset and agree to a series of monthly installments in the amount of $each handset
At the time of Ms***’s purchase of a new handsets T-Mobile provided a day return period which allowed Ms*** to use the service/equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase
Regrettably, on December 10, 2016, Ms*** elected to cancel all five of her mobile numbers due to coverage concerns and was advised to return the two Samsung Galaxy SEdge 64GB handsets utilizing the provided pre-paid shipping labelsOn December 19, 2016, the two Samsung Galaxy SEdge 64GB handsets in white were checked into the warehouseIt is important to note that it may take up to days from the date of receipt for charges to be removed for the returned handsets
Please note that as the two Samsung Galaxy SEdge 64GB handsets in white were not yet reflecting as returned the remaining balance billed out on the final billing statementMs***’s final billing statement dated January 7, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs*** was assessed charges for the final EIP, and received credits totaling $for her services from December 10, 2016, through January 7,
Due to the overwhelming response to handset sales our warehouse is experiencing a day delay in checking in handsetsOn March 1, 2017, upon speaking with Ms*** T-Mobile issued one-time credit to her account totaling the amount of $880.88, which resulted in a credit balance in the amount of $140.00; Ms*** was then issued a refund of $via pre-paid debit card to her address of recordPlease allow seven to ten business days for receiptMs***’s account remains closed with a zero balance
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer CareT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan C*** Executive Response

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***