T-Mobile Usa Inc

July 15, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 6, 2015, regarding the above-referenced account. T-Mobile records indicate Mr. [redacted] activated his account on August 6, 2009, with two lines of service ending in [redacted] and [redacted]. As of November 28, 2014, Mr. [redacted] was subscribed to our Select Choice Family Unlimited Talk, Text rate plan at $60.00 monthly. Mr. [redacted] was also subscribed to three gigabytes of high speed data for both lines of service at an additional $10.00 monthly per line of service. As such, Mr. [redacted]’s monthly access charges before taxes were $80.00. T-Mobile records confirm that Mr. [redacted] canceled his account on May 12, 2015, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 28th of one month to the 27th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through May 27, 2015. Our records confirm that Mr. [redacted] remitted a payment in the amount of $92.83, for the final billing statement, on July 3, 2015, closing his account with a zero balance. In an effort to amicably resolve Mr. [redacted]’s concerns, on July 9, 2015, T-Mobile issued a refund to Mr. [redacted]’s credit card account in the amount of $46.42, for the prorated monthly access charges following the port out of his service. Mr. [redacted] can expect to receive this refund to his credit card within three to five business days. Mr. [redacted]’s account remains closed, with a zero balance. Please be advised that T-Mobile partners with [redacted] ([redacted]) to collect past due balances on recently canceled accounts to help customers resume service when possible and to avoid write-off or more severe collections activity. Please note that while [redacted] is a third-party company, it is not an outside collection agency. Prior to the payment of $92.83 being applied to the account on July 3, 2015, Mr. [redacted] may have been contacted by [redacted] regarding the account balance. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

September 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 2, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’ concerns regarding his account billing. Our records confirm that on July 29, 2017, Mr. [redacted]’ activated his T-Mobile account. At the time of purchase, Mr. [redacted]’ qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new LG G6 handset. Mr. [redacted] was asked to make a down payment of $188.00, pay the taxes on the full retail price, and he agreed to a series of 24-monthly installments of $13.00.
While we regret any misunderstanding about the EIP program and the specifics of the offer to Mr. [redacted], his down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information.
Review of the account confirms that on July 30, 2017, Mr. [redacted] canceled his account when he ported his mobile number to another service provider. Additionally, Mr. [redacted] returned the above-mentioned LG G6 handset. Regretfully, due to an administrative error, the remaining EIP balance of $312.00 for the LG G6 handset was not removed at the time the handset was returned. Accordingly, Mr. [redacted] account reflected a $316.66 balance for monthly access charges from the date of activation, through cancellation, and the accelerated EIP charges.
However, upon review of the account and Mr. [redacted]’ correspondence, T-Mobile has issued a credit of $316.66 to the above-referenced account bringing the account to a zero balance. Therefore, Mr. [redacted]’ account remains closed with a zero balance. 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.
Alberto V[redacted]
Executive Response

April 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. According to our records, on August 9, 2016, Mr. [redacted] activated his T-Mobile account and, on August 16, 2016, he returned his equipment within the return period. However at that time, due to an administrative error, the account remained active. The account was cancelled, on December 2, 2016.
Upon review of the account and Mr. [redacted]’s correspondence, T-Mobile has waived the outstanding balance to zero. In 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 account. Please note that it may take up to 90 days for the credit report to be updated. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. The account remains closed with a zero balance. 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.
Brandon M[redacted] Executive Response

April 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]-[redacted]
Your File No....

[redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]-[redacted], and that [redacted] is designated as an authorized user of the account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding the above-referenced account. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on the T-Mobile account. Our records reflect that Mr. [redacted]-[redacted] activated mobile numbers ending in [redacted] and [redacted] on March 2, 2017, and attempted to take advantage of our Insider Hook-up that ran from February 17, 2017, through March 31, 2017.
As can be expected, there are several eligibility requirements for the promotion. Please be advised that Mr. [redacted] met all requirements; however, due to an inadvertent error, this promotion was not fully applied to the above-referenced account.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 21, 2017, T-Mobile applied the promotional discount. Additionally, T-Mobile credited $66.00 for the previous and current billing cycle leaving the account with a credit balance of $312.91. Mr. [redacted] has accepted our offer. Please be advised that on April 21, 2017, Mr. [redacted] confirmed that the handset he purchased was being taken care of by our retail representatives.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

May 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 15, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted] concerns have been resolved to her satisfaction. T-Mobile records confirm that indicate that Ms. [redacted] has been subscribed to Jump! 2.0, a feature that provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), as well as Mobile Security with Lookout security, as of January 12, 2015. Please note that on December 8, 2016, Ms. [redacted] qualified for and took advantage of our Jump! on Demand (“JoD”) with the lease of an Apple iPhone 6s Plus 64GB’s handset in rose gold. 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. 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on March 31, 2016. With regard to Ms. [redacted] handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. It is important to note that 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. 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. As a result of the inspection, Ms. [redacted] was billed $305.97 plus applicable taxes, for an out of warranty fee in accordance with the terms agreed to at the time of order. Additionally, upon receipt of the device at our warehouse a picture reflecting the damage to the device was taken. As Ms. [redacted] indicated in her letter to your office on May 4, 2016, per her request she was provided with this picture confirming the damage done to the LCD screen. It is T-Mobile’s position that the fee is valid and owed. Regrettably, no picture was taken of the box that the handset was received in by UPS and as such we are unable to accommodate Ms. [redacted] request for a picture of the box. Nevertheless, in an effort to amicably resolve Ms. [redacted] concerns, on May 19, 2016, T-Mobile issued a one-time credit in the amount of $252.39 to her account, resulting in a remaining balance of $299.81. T-Mobile records confirm that on May 19, 2016, Ms. [redacted] remitted two payments totaling $299.81 which left her with an account balance of $0.00. 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 Customer Care. 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. Shannon R[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile has been in contact with Mr. [redacted] via email.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his SIM replacement. Please note that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handset. If the customer is unable to receive a one-time pin, customers must visit a T-Mobile retail location with their government issued identification to reset the account password. Please be advised that this policy includes sim card activations as well.
Please be advised that as Mr. [redacted] is currently unable to verify his account with a one-time pin on his handset or by visiting a local retail location, on April 24, 2017, T-Mobile sent Mr. [redacted] his one-time pin via mail. Mr. [redacted] is welcome to contact me at the number below and or email me at [redacted] if he does not receive his one-time pin. 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.
Chris L[redacted]
Executive Response

August 6, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid Account No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated July 30, 2015, regarding the above-referenced account. Although our records indicate that we resolved this matter to Ms. [redacted] satisfaction on July 29, 2015; we have nevertheless made several follow-up attempts to contact Ms. [redacted] for the purpose of discussing the correspondence received from your office. As of the date of this letter, these contact attempts have proven unsuccessful. We will therefore make every effort to address this matter and subsequent resolution within this response. With the purchase of T-Mobile branded equipment, customers receive a Limited Warranty through the device manufacturer. In consideration of this Limited Warranty, T-Mobile offers our Pay In Advance (prepaid) customers a Post Exchange program. It is important to note that the customer may also contact the device manufacturer directly to discuss repair or replacement options. As to T-Mobile’s Post Exchange Program; when a prepaid customer contacts our Customer Care team and it is determined that their device needs to be replaced under warranty; a Post Exchange order is created. The customer is provided with an order number and subsequently instructed on how to return their non-working device to T-Mobile’s National Return Center. It is important to note that the customer is directed to keep their memory card as well as the back cover and battery to their device. After the Return Center receives the non-working device, it is inspected by trained technicians to determine whether it has sustained any damage which is not covered under the manufacturer’s Limited Warranty. Assuming the device is found to be in acceptable condition; a replacement device is subsequently shipped to the customer. The customer will typically receive their replacement device within four to ten business days of the date the National Return Center receives their return. If the Return Center does not receive the non-working equipment within 90 days of the order being placed, the order is cancelled. T-Mobile records confirm that a Post Exchange order was generated at Ms. [redacted] request on July 7, 2015, As of the date of this letter, Ms. [redacted] non-working equipment has not been logged as received at our National Return Center. On July 29, 2015, T-Mobile applied a credit of $45.00 to Ms. [redacted] prepaid account to defray the cost of new equipment. T-Mobile records indicate that Ms. [redacted] accepted our offer. Pursuant to T-Mobile’s Terms and Conditions of Service as agreed to by Ms. [redacted] based on her usage of the service; “If you accept a credit, refund or other compensation or benefit to resolve a disputed bill or Charge, you agree that the issue is fully and finally resolved.” Based on Ms. [redacted] acceptance of the credit issued on July 29, 2015; it is T-Mobile’s position that we have fully resolved this matter, and that no additional credit or compensation is due. Ms. [redacted] may contact me at the number below if she has any questions or wishes to further discuss the matter. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 26, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
We regret any concerns to Ms. [redacted] regarding our Advantage Program corporate discount program.
Our records confirm that as of January 25, 2017, the account was subscribed to the T-Mobile ONE Taxes Inclusive rate plan for $130.00 per month with mobile numbers ending in [redacted] and [redacted]. Please note that the lines ending in [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $25.00 per month per line. Also, the lines ending in [redacted] and [redacted] have the JUMP! 2.1 feature for $12.00 per month per line. Our records further confirm that on January 25, 2017, pursuant to Ms. [redacted]’s request, the mobile internet line ending in [redacted] subscribed to the T-Mobile ONE Wearable rate plan for $20.00 per month. This line also has the Mobile Internet JUMP! 2.0 feature for $9.00 per month.
T-Mobile records indicate the account has the below listed Equipment Installment Plans (“EIP”):
• November 27, 2016, one iPhone 7 32 gigabytes (“GB”) with 24 monthly installments in the amount of $27.09.
• January 21, 2017, one Samsung Gear S2 with 24 monthly installments in the amount of $16.00.
• February 20, 2017, one Powerbeats Wireless with 24 monthly installments in the amount of $8.34.
• February 20, 2017, one iPhone 7 Plus 128GB with 24 monthly installments in the amount of $30.00.
• March 24, 2017, one Mophie Powerstation Plus with 24 monthly installments in the amount of $3.34.
Based on the above, the account’s estimated monthly recurring charges are $258.00 before applicable taxes, fees and the EIP monthly installments. It is important to mention that the account is eligible to receive a $30.00 Auto-Pay promotional monthly bill credit as long as it remains enrolled in Auto Pay. Additionally, the account receives an additional $25.00 promotional bill credit, reducing the estimated monthly recurring charge to $203.00 before applicable taxes, fees and the EIP monthly installments listed above totaling $84.77.

T-Mobile records confirm that the account is enrolled in our Advantage Program corporate discount program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. It is important to note that the T-Mobile ONE rate plan that the account is subscribed to is not eligible for the Advantage Program monthly discount as these rate plans are already discounted.
As of January 25, 2017, Ms. [redacted] is still eligible to receive a $25.00 Reward Card for each new device or tablet that is purchased based on her affiliation with Veterans Advantage Inc. Please be advised that on January 25, 2017, Ms. [redacted] was sent an email confirmation regarding her enrollment to the Advantage Program and her eligibility to receive a monthly discount. However, after the confirmation was sent to Ms. [redacted], the account was subscribed to the T-Mobile ONE Taxes Included rate plan which, as mentioned above, is ineligible to receive a monthly discount. We regret any inconvenience to Ms. [redacted].
Upon speaking with Ms. [redacted] on March 28, 2017, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile agreed to issue a one-time lump sum courtesy credit of $928.80 which represents a 15 percent discount off the account monthly access charges for a period of 24 months. Regrettably Ms. [redacted] declined this offer as she wanted to have the discount applied on a monthly basis, which as mentioned above is not an option. Additionally, T-Mobile agreed to send a $25.00 Citibank prepaid card to the account billing address for the purchase of the iPhone 7 Plus handset completed on February 20, 2017. T-Mobile would like to discuss an alternate resolution with Ms. [redacted] and respectfully request that she contact me directly at the number listed below if she wishes to further discuss this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

April 7, 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 March 31, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. We apologize that Mr. [redacted] was not able to find a resolution to his concern by contacting T-Mobile Customer Care. We strive to provide complete and accurate information with every interaction. T-Mobile records show that as of January 24, 2016, the above account is subscribed to a Business Family Match unlimited 4 line promotional rate plan for $150.00 a month on the first four lines. This rate plan include mobile without borders, Simple Global and stateside international unlimited texting. T-Mobile currently offers a $15.00 Stateside International Talk w/mobile feature that can be added to a customer’s line, which provides discounted or free international calls to a variety of countries. On Mr. [redacted]’s billing statement dated March 24, 2016, he was assessed $117.21 including taxes for international calls to the Dominic Republic at a rate of $1.99 per minute. In review of the account services, we show that due to an inadvertent administrative error, the Stateside International Talk w/mobile feature was added on January 24, 2016, at an account level, however; this feature is not an account level feature. As such, it is not charging in the account or providing a discount for international calls to a stateside country. As T-Mobile is committed to ensuring that we fully resolve our customers’ concerns, on April 3, 2016, a credit was applied to Mr. [redacted]’s account in the amount of $117.21 for the full amount of the international calls. 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. Carla S[redacted] Executive Response

July 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 19, 2016, regarding the above-referenced account. We regret any frustration Mr. [redacted] may have experienced regarding his efforts to reconcile his account. Please be advised that Mr. [redacted]’s recent letter to your office is an extension of his prior complaint with your file number [redacted]. As stated in our response to the aforementioned complaint which was filed with your office on June 7, 2016, T-Mobile applied a courtesy credit of 113.50 for monthly access charges for the billing period of March 2016 through May 2016, to his account, which resulted in a remaining outstanding balance of $192.53. In addition, a collection hold was placed on Mr. [redacted]’s account until June 11, 2016, to provide him with additional time to satisfy the outstanding balance. Regrettably, due to an inadvertent error, on June 6, 2016, Mr. [redacted]’s account was canceled. As a result of cancelation, the deposit of $25.00, which Mr. [redacted] had paid for the number ending in 5003, was released and applied as credit toward the outstanding balance, which resulted in a revised outstanding balance of $167.53. Please note that if a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] agreed to an EIP with the purchase of the following devices and accessories: • January 2, 2015, with the purchase of an Apple iPad Mini 3 • September 25, 2015, with the purchase of Beats Solo 2 headphones • September 29, 2015, with the purchase of an Apple iPad Mini 4 • September 30, 2015, with the purchase of Beats PowerBeats wireless headphones • October 6, 2015, with the purchase of an Apple Watch 42MM • February 8, 2016, with the purchase of two Alcatel One Touch Pixi tablets It is T-Mobile's position that the remaining EIP balance is valid and owed. The billing statement dated June 8, 2016, reflected a balance of $287.98, which consisted of the aforementioned past due balance of $167.53 as well as EIP charges of $120.45, which reflected a due date of June 28, 2016. Upon speaking with Mr. [redacted], as a means of amicable resolution and as a courtesy, T-Mobile has offered to allow Mr. [redacted] to return the above mentioned equipment. Upon receipt of the equipment in good working condition with no physical or liquid damage, T-Mobile will credit the pending equipment balance in the amount of $1,554.38. We ask that Mr. [redacted] have the equipment post marked for return no later than August 3, 2016. The equipment may be returned directly to my attention at to the following address: T-Mobile USA, Inc. Attn: Emilio [redacted] M[redacted] c/o Executive Response 1201 Menaul Blvd NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retains a copy of the return tracking number for his records, as T-Mobile is not responsible for the return shipping. We also ask that he please include the devices, charging cables and wall plug/docks as well as his account information within the box to ensure that he receives the proper credit. In addition, upon speaking with Mr. [redacted], he remitted a credit card payment in the amount of $287.98. This payment brings the account to a zero balance pending the above-referenced equipment charges. Mr. [redacted]’s account remains closed. 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. Emilio [redacted] M[redacted] Executive Response

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

March 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Nicholas [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 13, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets Mr. [redacted]’s ongoing concerns regarding his enrollment in our Friends and Family promotion. Pursuant to our previous response, T-Mobile indicated that Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] were enrolled in T-Mobile’s 2016 Friends and Family 2 Lines on Us promotion. However, upon further review, only Mr. [redacted]’s mobile number ending in [redacted] was accurately enrolled in the 2016 Friends and Family 2 Lines on Us promotion.
Please be advised that the mobile number ending in [redacted] is subscribed to our 200MB rate plan, at a cost of $10.00 per month. However, as Mr. [redacted] has both voice and data services with T-Mobile, he is provided a monthly credit of $10.00, making the line ending in [redacted] free each month. A review of Mr. [redacted]’s account confirms that it is Mr. [redacted]’s mobile number ending in [redacted] which was added during T-Mobile’s 2016 Friends and Family 2 Lines On Us offer, but has not yet been properly enrolled to receive the promotion.
On March 1, 2017, when Mr. [redacted]’s mobile number ending in [redacted] was enrolled in T-Mobile’s 2016 Friends and Family 2 Lines On Us promotion, Mr. [redacted] was provided retroactive credit in the amount of $60.00 for the three months of missed credits. In addition, Mr. [redacted] was provided a credit in the amount of $20.00 for the promotional credit for the billing statement dated March 19, 2017. Upon speaking with Mr. [redacted] regarding this matter, T-Mobile agreed to enroll the line ending in [redacted] in our 2016 Friends and Family 2 Lines On Us offer, and Mr. [redacted] will see the promotional credit, and retroactive credit, appear within two billing cycles. In addition, T-Mobile has agreed to follow-up on Mr. [redacted]’s account when his next two billing statements release, around April 20, 2017, and May 20, 2017, to ensure that Mr. [redacted] has received his promotional and retroactive credits. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. PS I would like to Thank Ms. [redacted] for her Asistance I appreciate you. 
Sincerely,
[redacted]

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

dated November 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact [redacted], however our attempts have been unsuccessful. T-Mobile regrets any concerns that [redacted] has experienced with T-Mobile misapplied payments. In an effort to resolve this matter amicably, [redacted] may contact me directly to complete an investigation with T-Mobile’s Cash Applications Team to verify the electronic transaction. [redacted] will be required to provide documentation to confirm the misapplied payments. 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

November 18, 2016 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] T-Mobile Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 11, 2016, regarding the above-referenced postpaid account and prepaid number. Please be advised, T-Mobile has successfully made contact with Mr. [redacted] ([redacted].) via email on August 24, 2016, November 14, 2016, and November 16, 2016. T-Mobile regrets Mr. [redacted]’s ([redacted].) continued concerns regarding the $40.00 refund and his concerns of his Post-Paid account being sent to an outside collection agency. T-Mobile records confirm that Mr. [redacted] ([redacted].) has a T-Mobile Pre-Paid account with the mobile number ending in [redacted] and a canceled Post-Paid account. It is important to note that Mr. [redacted] ([redacted].) has been using two separate names when contacting our office and that he has been referring to both his Post-paid account and Pre-Paid account, without specifying which account his concerns were regarding. As of the date of our last correspondence to your office, T-Mobile was not made aware that Mr. [redacted] ([redacted].) was and has been referring to both accounts and that he was not providing T-Mobile with the necessary account details specific to his complaint; therefore at that time, we were unable to provide any findings of the $40.00 refund Mr. [redacted] ([redacted].) references in his most recent correspondence. However, now that T-Mobile has been made aware of both accounts, our research indicates that on April 27, 2015, T-Mobile issued a credit in the amount of $40.00 to Mr. [redacted]’s ([redacted].) Post-Paid account, which reduced his balance due at that time. Additionally, as indicated in Mr. [redacted]’s ([redacted].) correspondence, we issued a $40.00 refund to him as part of our third-party refund program for his Pre-Paid account. This refund was returned as undeliverable; therefore on November 16, 2016, we re-issued the refund to Mr. [redacted] ([redacted].), at the address listed on his correspondence to your office. After a careful review, it is T-Mobile's position that Mr. [redacted]’s ([redacted].) has been refunded appropriately on both his Pre-Paid and Post-Paid accounts and no further credits or refunds are due for the third-party refund program. Finally, as a courtesy T-Mobile has issued a credit in the amount of $190.18 to the above-referenced Post-Paid account bringing the account to a zero balance. In 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 account. Please note that it may take up to 90 days for the credit report to be updated. 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. Lupe C[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: you have called me couple times in reference to this issue and last call u agreed to contact me the following day when I had the handset avail. you never called. that handset u can not magically send power to in order to even try to trouble shoot it will not even get a light on the screen when connected to charge. I don't feel the need to pay shipping on something that I did not sell to myself. your department sold it to me. if that is the only option that you can give me in reference to resolving the handset issue for my sons cell phone I will send it back and cancel once I know u have received the device. I am not asking for you to upgrade him to an iphone or a brand new cell phone im asking the cheap phone tmobile is selling be replaced to something better because its apparent it is not a good device if im having to purchase other chargers and pay for replacement batteries and handsets!Sincerely,[redacted]

May 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 April 30, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] encountered regarding her account. In Ms. [redacted]’s letter to your office, she indicates that she was not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] had experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that as of March 3, 2017, Ms. [redacted] was subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan for $110.00 per month and provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month.
Additionally, Ms. [redacted]’s account was enrolled in AutoPay on March 2, 2017. 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. As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card/bank account provided. However, T-Mobile records confirm that as of March 20, 2017, Ms. [redacted] cancelled the AutoPay feature on her account.
T-Mobile records further confirm that on March 2, 2017, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering, with the purchase of three new Apple iPhone 7 Plus 32GB. The JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. Our records confirm that Ms. [redacted] returned both handsets to our office within the return period.
T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another service provider on March 7, 2017. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile.
Upon speaking with Ms. [redacted], she was informed that on April 9, 2017, Customer Care placed a $155.00 credit towards the account for service charges including applicable taxes and fees. Ms. [redacted] was also informed that on May 2, 2017, our Handset exchange Team confirmed receipt of all three handsets and credited all corresponding equipment charges in full in the amount of $2,471.67 that had been accelerated. Our handset Exchange Team also indicated that a refund would be issued within seven business days for the upfront payment made at the time the order was placed for all three handsets and will Ms. [redacted]’s account will remain closed reflecting a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

July 22, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 16, 2016, regarding the above-referenced account. We regret any concerns Mr. [redacted] may have experienced with his handset and we appreciate the opportunity to review and address his concerns. T-Mobile records indicate that on June 24, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG K10 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to a series of 24 monthly installments in the amount of $6.88 for the handset. At of the time of Mr. [redacted]’s purchase T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation any applicable EIP entered into at the time of the original purchase. T-Mobile records indicate that on July 16, 2016, Mr. [redacted] contacted T-Mobile to advise of his concerns and request to exchange his handset. As Mr. [redacted] was past the return period he was offered a warranty exchange. 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, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. On July 20, 2016, T-Mobile spoke to Mr. [redacted] and advised of the above, however in an effort to amicably resolve the matter and as a gesture of goodwill; T-Mobile will send Mr. [redacted] a brand new LG K10 handset and will bill the cost of the handset plus applicable taxes in the amount of $175.30 to Mr. [redacted]’s account. Instructions were provided to Mr. [redacted] on how to return his current LG K10 handset to our Executive Office and upon the return of the handset T-Mobile will issue a credit to his account in the amount of $175.30. Mr. [redacted] accepted the offer and was advised the offer to return the handset would be valid for 30 day from the date of this letter. Mr. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response

June 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] M. [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 1, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. We sincerely regret any coverage and data service issues Mr. [redacted] has experienced and regret hearing that at this time he wishes to seek service with a different carrier. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availability. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect 4G LTE coverage at his billing address listed as [redacted], GA [redacted]. Our records confirm that on February 16, 2016, Mr. [redacted] contacted Technical Support to report coverage concerns. At that time, basic troubleshooting was performed to rule out possible handset or software issue. This ultimately resulted in a service ticket being filed in an effort to evaluate potential outages in the area. T-Mobile’s engineering team reviewed Mr. [redacted]’s coverage area at which time it was confirmed that the concerns reported were a result of routine maintenance in the area to improve performance, which has been since corrected. Additionally, on March 24, 2016, we reviewed Mr. [redacted]’s area again and we found that network modernization is being completed to enhanced coverage. Following, on May 19, 2016, an additional service ticket was filed which resulted in recommending an in-home LTE Cellspot be provided to Mr. [redacted]. In an effort to amicably resolve Mr. [redacted]’s coverage concerns, upon speaking with Mr. [redacted] on June 2, 2016, we offer Mr. [redacted] a T-Mobile 4G LTE Signal Booster and also to have engineering review his work area in [redacted], Georgia. Please note that T-Mobile’s 4G LTE Signal Booster is a simple solution that helps to enhance customers in home coverage, enabling them to make better voice and data connections while at home. Regrettably, Mr. [redacted] declined the options presented. T-Mobile reviewed the billing statement dated May 20, 2016, which had a balance of $232.92 for monthly recurring charges, applicable taxes and fees billed from May 20, 2016, to June 19, 2016, three JUMP! On Demand (“JOD”) monthly leases for one iPhone 6s 16GB, one Samsung Galaxy S6 32GB and one Samsung Galaxy S6 Edge 32GB totaling $80.25 and one Equipment Installment Plan (“EIP”) monthly installment of $5.84 for one Samsung Core Prime handset. As a courtesy to Mr. [redacted] and although it is outside our 14-day equipment return period, on June 2, 2016, T-Mobile agreed to allow Mr. [redacted] to return one iPhone 6s 16GB with IMEI number [redacted], one Samsung Galaxy S6 32GB with IMEI number [redacted], one Samsung Galaxy S6 Edge 32GB with IMEI number [redacted] under JOD and one Samsung Core Prime with IMEI number [redacted] under EIP to T-Mobile. Upon receipt, T-Mobile will credit any remaining JOD and EIP balance associated with the returned devices. Mr. [redacted] may return the devices directly to my attention within 30 days of the date of this letter to the following address: Executive Response Attention: A[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] return the devices listed above via a traceable carrier and request a tracking number when shipping them. In addition, we request Mr. [redacted] includes his T-Mobile account information with the return of his devices to ensure proper resolution. We also ask that Mr. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the devices will be returned to him if the application is enabled and the equipment charges associated with the iPhone will be considered valid and owed. T-Mobile regrets any inconvenience to Mr. [redacted]. Additionally, on June 2, 2016, T-Mobile issued a one-time courtesy credit of $86.09 for the JOD and EIP monthly installments reflected on Mr. [redacted]’s billing statement mentioned above, leaving the account with a remaining balance of $146.83 which is due on June 12, 2016. 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. A[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]