T-Mobile Usa Inc

March 14, 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 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] L. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any concerns that Ms. [redacted] experienced regarding her JUMP! On Demand (“JOD”) return. T-Mobile records confirm that on August 16, 2015, Ms. [redacted] qualified and took advantage of our JOD leasing with the lease of an Apple iPhone 6 handset. Please note that part of the benefits of JOD is that customers can exchange their handsets three times in a rolling calendar year and start on a whole new lease with a different handset. Our records confirm that on September 25, 2015, Ms. [redacted] processed a JOD upgrade to an Apple iPhone 6s handset and returned her iPhone 6 handset at the retail location. T-Mobile records indicate that Ms. [redacted]’s account is currently subscribed to the $100.00 Simple Choice North America Unlimited Talk and Text with 10GB for two lines rate plan, with a $9.00 JUMP! 2.0 feature for mobile number ending in 4813 and a $10.00 PHP feature for mobile number ending in [redacted]. In addition to the monthly recurring charges for services mentioned above, Ms. [redacted] is paying a combined monthly fee of $37.09 for Equipment Installment Plan (“EIP”) charges for a Samsung Galaxy Grand Prime, an Apple iPhone 6S 16GB Gold and accessories, which brings Ms. [redacted]’s estimated monthly recurring charges to $172.93. Regretfully, due to an inadvertent error, the Apple iPhone 6 JOD lease was not closed out at the time of upgrade and Ms. [redacted] continued to be billed for the handset. However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued a credit in the amount of $120.00, which is equivalent to five months of lease charges, and $50.00 as a one-time courtesy credit and shall apply to the next billing statement. Furthermore, T-Mobile has removed the JOD lease from Ms. [redacted]’s account. Please note that Ms. [redacted]’s account remains active with a credit balance of $170.00. 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. Ruben A[redacted] Executive Response

August 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 8, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted].  Upon communicating with [redacted], T-Mobile has been able to confirm that they are in fact one and the same person.   T-Mobile regrets any concerns Ms. [redacted] has experienced with her Apple iPhone 7 Plus handset.  T-Mobile records indicate that Ms. [redacted] subscribed to our JUMP! feature at the cost of $12.00 per month on the mobile number ending in [redacted] on January 11, 2017.  The 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 trading in their current device on an Equipment Installment Plan for full credit of the remaining balance.  Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period, beginning six months after enrollment.   On March 29, 2017, T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 7 Plus 128GB handset for use on the mobile number ending in [redacted].  Upon review of Ms. [redacted]’s account history, T-Mobile records confirm that no exchanges have been ever been filed for the Apple iPhone 7 Plus 128GB handset.  It is also important to note that as of July 23, 2017, exchanges for Apple products are handled directly by Apple.  As such, T-Mobile encourages Ms. [redacted] to contact Apple directly at 1-800-694-7466, should she have concerns regarding the processes and policies set in place by Apple.   On August 7, 2017, T-Mobile records confirm that Ms. [redacted] contacted Technical Care to report that she was experiencing concerns with her Apple iPhone 7 Plus 128GB handset.  Upon completion of all relevant troubleshooting, it was determined that her handset needed to be exchanged; therefore, Ms. [redacted] was referred to Apple to discuss her options to replace or repair the handset.  On August 8, 2017, T-Mobile records indicate that Ms. [redacted] contacted us to express concerns with the exchange process through Apple, at which point T-Mobile advised Ms. [redacted] once again that T-Mobile does not process warranty exchanges for Apple products.  As such, it is T-Mobile’s position that Ms. [redacted] has been properly advised of her options regarding her Apple iPhone 7 Plus 128GB handset.   Nevertheless, upon speaking to Ms. [redacted] on August 8, 2017, T-Mobile agreed to send Ms. [redacted] an Apple iPhone 7 Plus 128GB handset, and to allow Ms. [redacted] to return her malfunctioning handset directly back to us in an effort to amicably resolve her concerns.  Ms. [redacted] can send her malfunctioning Apple iPhone 7 Plus 128GB handset to my attention at the following address:   T-Mobile USA, Inc. Attn:  Anthony M. 1201 Menaul Blvd NE Albuquerque, NM  87107   T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us.  We ask that Ms. [redacted] please include the handset, charger and her account information within the box to ensure that the handset is properly received and accounted for.  We also request that Ms. [redacted] disable the “Find My iPhone” feature from his device prior to shipping.  Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, or the Find My iPhone feature not be disabled, then Ms. [redacted] will be billed an Out of Warranty fee in the amount of $324.57.  Additionally, if the handset is not received by our office on or before September 12, 2017, then Ms. [redacted] will be billed a non-return fee in the amount of $849.00.   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]’s 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.   Anthony M[redacted] Executive Response

October 17, 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 c[redacted]pondence dated October 12, 2016, regarding the above-referenced account. T-Mobile regrets any concern to Mr. [redacted] in regards to his recent experience with his handset. T-Mobile records confirm that on July 16, 2016 Mr. [redacted] purchased a Samsung Galaxy S7 Edge on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets by paying a down payment and agreeing to 24 equal monthly installments. Our records reflect that that at the time of purchase Mr. [redacted] paid a down payment of $69.99 and agreed to 24 monthly installments in the amount of $30.00. By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. Our records confirm that he first reporting having issues with his handset on August 12, 2016 outside of the provided fourteen day return period. Please be advised that T-Mobile Customer Care has performed alongside with Mr. [redacted] several trouble shooting steps including a master reset that has not resolved Mr. [redacted]’ handsets issues in which Customer Care has offered Mr. [redacted] to process a warranty exchange. During the Limited Warranty period, Mr. [redacted] is 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 which can be a new or remanufactured handset, 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. Please note that due to this, Mr. [redacted] has declined to process a warranty exchange. In an effort to amicably resolve Mr. [redacted]’ concern, he may visit a local retail location to have his Samsung Galaxy S7 Edge serviced to process a warranty exchange. In addition, if Mr. [redacted] declines to perform the warranty exchange he may return his handset addressed to me at: Attention Executive Response Oscar T 1201 Menaul Blvd NE Albuquerque, NM 87107 Upon the return of the handset we will close any remaining EIP balance and refund him his down payment and any billed monthly installments. Mr. [redacted] is to include a note with his name and mobile number to ensure the appropriate account receives the accurate credit. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

September 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 14, 2016, regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our retail location. T-Mobile records indicate that on June 8, 2016 Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a pair of Beats headphones. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on her personal credit history at the time of Ms. [redacted] purchase, she was required to make a down payment in the amount of $124.99. In addition, Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $5.21, which have appeared on each statement since the first bill following the purchase of the accessory. In addition, at the time of activation Ms. [redacted] purchased one Apple iPhone 6S Plus 16GB with a required down payment of $336.00 with installments of $17.24 per month for 24 months and one LG K10 handset with a required down payment of $72.00 with installments of $3.88 per month for 24 months. Please be advised that all associated down payments and taxes were paid at the time of activation. T-Mobile records confirm that at the time of activation Ms. [redacted] traded in one Apple iPhone 6 Plus and T-Mobile offered a trade in credit of $235.00, one Samsung Galaxy S6 Edge for a trade in credit of $180.00, and one Samsung Galaxy Note 5 for a trade in credit of $216.00. These trade in credits totaled $631.00. Additionally, Ms. [redacted] purchased a Certified Pre-Owned LG L90 for $29.99, which increased the charges to $562.98. The applicable taxes totaled $98.58, which brought the total amount due at the time of activation to $661.56. The trade-in credits were applied to this balance lowering the total remaining balance to $30.56, Ms. [redacted] paid $8.00 in cash and $22.56 with a credit card. Please be advised that at the time of activation a ‘Buy One Get One’ promotion was running which stipulated that the customer would have to purchase two handsets of the same make and model in order to receive one free. As Ms. [redacted] did not purchase handsets of the same make and model, she did not qualify for the ‘Buy One Get One’ promotion. Additionally, T-Mobile shows no record of providing Ms. [redacted] free accessories for her activation. Please note that Ms. [redacted]’ July 8, 2016 statement closed in the amount of $242.60 which was for the monthly access charges from June 8, 2016 through July 7, 2016. A payment of $92.99 posted on June 15, 2016, lowering this balance to $149.61. The August 8, 2016 statement closed in the amount of $172.07 which included the monthly access charges from July 8, 2016 through August 7, 2016, this statement included the past due balance of $149.61, which increased the total balance to $321.68. Please note that on September 14, 2016 T-Mobile issued a $100.00 courtesy credit to Ms. [redacted] for the inconvenience she experienced, this credit lowered the balance to $221.68. Ms. [redacted]’ account is currently past due with a balance of $221.68, and as a courtesy T-Mobile placed her account on a payment hold to allow her to pay this balance no later than September 30, 2016. Please note that since the activation, there have not been any new lines, or accessories added to the account. It remains our position that Ms. [redacted] has been credited appropriately for her trade in credits and we respectfully decline to issue further compensation. 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. James G[redacted] Executive Response

January 7, 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 December 30, 2015 regarding the above-referenced account. We regret any misunderstanding Mr. [redacted] experienced with regards to his account. Our records indicate on November 24, 2015, Mr. [redacted] visited a retail location and took advantage of our “free tablet on us” promotion. During this promotion, if customers activated a new mobile internet line of service on a qualifying rate plan, they received the Alcatel Pixi7 tablet. Customers like Mr. [redacted] would need to sign the installment plan in which he agreed to be billed $7.00 per month for the tablet; however, a $7.00 credit would be applied monthly to the account to make the tablet free. Mr. [redacted] was advised that the line would need to remain open for the 24 months in order for the credit to be applied. Please note the additional line was billed at $20.00 per month which is the selected rate plan for the line of service and is not a charge for the tablet. Upon speaking to Mr. [redacted] on January 4, 2016, he expressed his concern with the additional charges. Therefore, although it is outside the allotted return period provided to Mr. [redacted], in an effort to amicably resolve this matter, T-Mobile will allow Mr. [redacted] to return his tablet directly to my attention within 30 days of the date of this letter at: [redacted] Upon receipt of the tablet, T-Mobile will cancel out and remove the Equipment Installment Plan (EIP) for the tablet. Additionally, T-Mobile canceled the additional line of service and applied a $20.00 credit to Mr. [redacted]’s account for one month of service. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. We request that Mr. [redacted] include his account information along with the device to ensure proper account credit. 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. Mercedes B[redacted] Executive Response

May 22, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns regarding his account billing.  Review of Mr. [redacted]’s account indicates that mobile numbers ending in [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted] were subscribed to our grandfathered $180.00 Simple Choice Unlimited Talk and Text rate plan.  T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr. [redacted]’s account when the five mobile numbers ending in [redacted], [redacted], [redacted], [redacted], and [redacted] were moved to a new customer’s account.  A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon the completion of the COR, mobile numbers ending in [redacted], [redacted], [redacted] and [redacted] remained active on Mr. [redacted]’s account.  Mr. [redacted]’s account continued on the above mentioned price plan as the promotional Two Lines for $100.00 price plan he had requested was grandfathered and therefore no longer available. With regards to Mr. [redacted]’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headset.  Further records confirm that on March 18, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another service provider.  Furthermore, on the same date Mr. Weisenthal contacted our Customer Care team and requested cancellation of mobile numbers ending in [redacted], [redacted] and [redacted].  Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, 2017.  Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation.  Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr. [redacted]’s account without his consent.  As such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $99.99 to Mr. [redacted]’s account for the cost of the Samsung VR headset.As Mr. [redacted] requested, on April 7, 2017, mobile number ending in [redacted], and [redacted] were cancelled.  On April 12, 2017, Mr. [redacted] contacted Customer Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same date.  Upon cancelation On May 9, 2017, Mr. [redacted]’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellation.  In an effort to amicably resolve this issue, T-Mobile applied a credit of $203.65 to Mr. [redacted]’s account to bring his outstanding balance to zero.  As such, Mr. [redacted]’s account remains closed with a zero balance.  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.James H[redacted] Executive Response

April 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [redacted]  Your File No. [redacted] T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated March 24, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] has been designated as an authorized user of the account. We are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced with his recent billing statement. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologized if Mr. [redacted] feels that this was not his experience when visiting his local T-Mobile retail store to discuss his rate plan features. T-Mobile records confirm that the account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and with 10GB of data per line rate plan. It is very important to note this account is not subscribed to any Stateside International Calling feature.
Please be advised that all T-Mobile customers have the ability to make international calls from their handsets unless the free international call blocking feature is enabled. Customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged. T-Mobile records confirm that the mobile number Mr. [redacted] has concerns with is mobile number ending in 8147, which was activated on February 10, 2017. Please note that we have no record of Mr. [redacted] requesting to add the international blocking feature or an international long distance feature to any of his mobile numbers. As a result, he was able to place international calls through his handset.
In reviewing the records for the above account T-Mobile records confirm that Mr. [redacted] incurred international long distance charges for calls initiated directly from his T-Mobile handset. If an international phone number is entered and the send key is pressed, the handset will place an international call over the T-Mobile network.
Further review confirms that on the billing statement dated March 9, 2017, Mr. [redacted] mobile number ending in 8147 reflected international charges totaling $572.66 including taxes for calls made to Uzbekistan. Mr. Uzbekistan used a total of 183 minutes at a rate of $2.69 per minute.
T-Mobile is committed to prevent our customers from experiencing an unexpected increase in their monthly bill. Further review of Mr. [redacted] account confirms that T-Mobile sent a total of five SMS bill shock notifications to his mobile numbers ending in 8147 making him aware of the international charges incurred. It is T-Mobile’s position that Mr. [redacted] was billed in accordance with the international long distance rate and calls placed via our network.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on March 22, 2017, T-Mobile issued a one-time bill credit in the amount of $572.66 updating his account balance to $374.88 which our records confirm he remitted payment in full on April 1, 2017. In addition, T-Mobile placed international call blocking under Mr. [redacted] mobile number ending in 8147 as well as all the active mobile numbers on the account. Please note that this feature will block outbound international calls with T-Mobile except for the following situations:
- Dialing internationally while customers are roaming domestically on other service partners'
networks;
- Sending international text messages to international mobile numbers;
- Receiving calls from international callers; and
- Calls to Canada and/or the U.S. Virgin Islands (St. Thomas, St. John, St. Croix, and Water Island).
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.
Maggie R[redacted] Executive Response

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

receipt of your correspondence dated June 30, 2015, regarding the above-referenced account. T-Mobile sincerely regrets any concerns Mr. [redacted] has experienced with accessing his account information at www.my.T-Mobile.com. Please note that T-Mobile’s support teams have been engaged and are currently working toward resolving Mr. [redacted] concerns with his my.T-Mobile.com account. T-Mobile spoke with Mr. [redacted] and advised that we will continue to work toward a resolution and will maintain regular contact with him until his issue has been resolved to his satisfaction. In an effort to amicably resolve this matter, T-Mobile has applied a $129.07 credit to Mr. [redacted] account to bring his outstanding balance to zero. Mr. [redacted] may verify that he has a zero balance by dialing #225# on his device. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

September 9, 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 September 3, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account Please be advised that T-Mobile has made several attempts to reach Ms. [redacted]. As our efforts were unsuccessful, we will provide our response below: T-Mobile regrets any inconvenience to Ms. [redacted] regarding the trade in of her Samsung Galaxy S7 device. Please be advised that T-Mobile records confirm that on April 21, 2016, Mr. and Ms. [redacted] purchased a Samsung Galaxy S7 32 GB device for $669.99 on T-Mobile’s Equipment Installment Plan offering. T-Mobile records confirm that Mr. [redacted]’s line of service ending in [redacted] was subscribed to our JUMP! program. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. This program requires that half of the cost of the handset is paid prior to the device being eligible to JUMP! to a new phone. On June 22, 2016, Mr. [redacted] purchased an Apple iPhone 6S 64GB for $749.99. However, T-Mobile records confirm that half of the cost of the Samsung Galaxy was not paid, and systematically ineligible for a JUMP! upgrade. The Apple iPhone 6S 64GB was therefore processed as a separate order, which Ms. [redacted] agreed to at the time of purchase. Further, T-Mobile was unable to locate a record of the returned Samsung Galaxy S7 Ms. [redacted] referenced in her correspondence with your office. However in an effort to amicably resolve this matter, on September 7, 2016, T-Mobile issued a credit of $642.07 to Mr. [redacted]’s account. This credit is comprised of the remaining device balance of $586.23 along with the two previous installment payments of $27.92 from July and August of 2016. As of the date of this letter, Mr. [redacted]’s account holds a revised balance of $1,303.72 which is due no later than September 7, 2016. It is T-Mobile’s position that this balance is valid. T-Mobile accepts a number of payment methods. Payments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statement. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

May 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 21, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that [redacted] and [redacted] are one in the same. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. Records confirm that, on December 22, 2016, Ms. [redacted] purchased a set of Beats Solo headphones through our Equipment Installment Plan ("EIP") program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $12.50.
Additionally, on February 5, 2017, Ms. [redacted] purchased an iPhone 7 Plus handset wherein she was required to remit a down payment in the amount of $49.99, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $30.00. Furthermore, on March 2, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 handset wherein she was required to remit a down payment in the amount of $48.00, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $22.00.
On March 18, 2017, Ms. [redacted] entered into a JUMP! On Demand ("JOD") lease for an iPhone 7 handset wherein she agreed to 18 monthly installments in the amount of $27.00 plus applicable taxes.
Ms. [redacted]’s account is subscribed to the Simple Choice Family Unlimited Talk, Text, and Data promotional feature which provides unlimited talk, text, and high-speed data starting at $100.00 per month for two lines of service and $40.00 per month for each additional line of service. In addition, the mobile numbers ending in [redacted] and [redacted] are subscribed to the $12.00 monthly JUMP! 2 feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Furthermore, the mobile number ending in [redacted] is subscribed to the $12.00 monthly Premium Handset Protection bundle which includes Mobile Security with Lookout.
The estimated cost per month for all of Ms. [redacted]’s services, including her EIPs and JOD lease is $307.50 before applicable taxes and fees.
Ms. [redacted]’s billing statement dated March 28, 2017, consisted of past due charges from the billing statement dated February 28, 2017, monthly access charges, installments, monthly JOD lease installments, applicable taxes, and fees for a total balance of $609.44. On April 13, 2017, a payment in the amount of $34.09 posted to Ms. [redacted]’s account which reduced the balance to $575.35.
T-Mobile records confirm that, on April 15, 2017, T-Mobile assisted Ms. [redacted] with payment arrangements for her past due balance wherein she agreed to pay $254.85 by April 23, 2017, in order to avoid service interruption. It is important to note that anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
On April 20, 2017, a payment in the amount of $103.00 posted to Ms. [redacted]’s account which reduced the balance to $472.35. Additionally, at that time, Ms. [redacted] spoke to T-Mobile Customer Care at which time T-Mobile applied a credit in the amount of $26.38 toward her account for partial service charges from the March 2017 billing statement which reduced her balance to $445.97.
Additionally, on April 21, 2017, a payment in the amount of $100.00 posted to Ms. [redacted]’s account which reduced the balance to $345.97.
However, as Ms. [redacted]’s above-referenced promised payment totaling $254.85 was not received, on April 23, 2017, her account was suspended from placing outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted]’s account was reactivated, on April 24, 2017, the account was assessed a $20.00 restore from suspension fee per line of service plus applicable tax.
According to our records, on April 24, 2017, upon speaking to T-Mobile Customer Care, T-Mobile applied a credit in the amount of $30.50 toward Ms. [redacted]’s account for additional partial service charges from the March 2017 billing statement which reduced her balance to $315.47.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on May 2, 2017, T-Mobile agreed to apply a credit in the amount of $86.72 toward Ms. [redacted]’s account for the four $20.00 restore from suspension fee and applicable taxes.
Ms. [redacted]’s account remains active with a balance of $642.81 which consists of past due charges from the billing statement dated March 28, 2017, monthly access charges, monthly EIP installments, monthly JOD lease installments, applicable taxes, and fees from the billing statement dated April 28, 2017, and is due on May 20, 2017.
Additionally, T-Mobile has placed a hold on Ms. [redacted]’s account in order to allow for her to remit payment for her outstanding balance and bring the account to a current status. Please note that this hold will expire, on May 24, 2017, at which time regular collection activity will resume for any outstanding past due balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s 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.
Brandon M[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: t-Mobile have still had to pay don't trade in for the device and being that I've been taking so long for rising have now send me a $1600.58 and change bill for the devices dad was straight in at the purchasing time. I was told by T-Mobile duckpin man was going to be taken over by T-Mobile T-Mobile did not send any 800 and change  to [redacted] wireless, so from the end of December when I have switchover up until now for rising then adding up got for rising been adding up got  added up the payment from that time off until now I've done no more T-Mobile send that device payment to [redacted] does not have it on record and it was not getting to me a bit would like dating call [redacted] themselves  or I can go if you want to do stores and call [redacted] with them because the device that was traded it to T-Mobile to take over the payments have not been paid for thank you very much God blessSincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I have the text message where they are telling me that it was 900.00 and I did called them and the told me that I needed 900 to keep my phones and then I was told that I could make arrgagements and then I was told no I could not and then they kept taking money out of wrong account
Sincerely,
[redacted]

September 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated September 13, 2016, regarding the above-referenced account. T-Mobile regrets to hear that the handset Ms. [redacted] purchased is not working properly. On August 27, 2016, Ms. [redacted] purchased a Samsung Galaxy On5 handset at the full retail cost of $174.19 after applicable taxes. T-Mobile records show that the Samsung Galaxy On5 that Ms. [redacted] purchased was a new device. As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange. Although it is beyond the 14 day return period, in an effort to resolve the matter, T-Mobile will allow Ms. [redacted] to return the Samsung Galaxy On5 handset to my attention in like-new condition. Upon receipt of the Samsung Galaxy On5 handset, T-Mobile agrees to refund her the full retail cost of $174.19 after applicable taxes. The handset can be mailed to me at the following address; T-Mobile USA, Inc. Attn: Carla c/o Executive Response P.O. Box 37380 Albuquerque, NM 87176 T-Mobile recommends request a tracking number when shipping, as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, battery, charger, and her account information within the box. Please be advised if the full kit is not returned, such as the charger, a $20.00-$40.00 restocking fee will be deducted from the refund offered above. If the handset has sustained either physical or liquid damage that would void the Limited Warranty the handset will be returned to Ms. [redacted]. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than October 31, 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. Carla S[redacted] Executive Response

September 24, 2015 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 September 10, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any frustration Mr. [redacted] encountered with his refund request. On September 9, 2015, we spoke with Mr. [redacted] and during this conversation we advised him that we would be refunding his August 29, 2015, payment back to his checking account ending in [redacted]. Furthermore, on the same date, we applied a $35.00 credit to Ms. [redacted]’s account to ensure that the balance would remain at $451.24. Unfortunately, due to an administrative error, the $35.00 credit was reversed from Ms. [redacted]’s account and refunded as a prepaid debit card mailed to the billing address. In an effort to resolve this issue, T-Mobile has reapplied the $35.00 credit to Ms. [redacted]’s account and we have successfully refunded Mr. [redacted] August 29, 2015, back to his checking account. This credit reduced Ms. [redacted]’s outstanding balance to $451.24. However, since the credit has been applied a payment of $75.00 has been applied to the account further reducing the balance to $376.24. T-Mobile regrets any inconvenience to Mr. [redacted]. T-Mobile regrets any frustration Mr. [redacted] encountered with our Handset Upgrade Program. It is important to note that Ms. [redacted]’s account must have a current balance in order to view pricing and place orders through our Handset Upgrade Program. Our records confirm that Ms. [redacted]’s account currently has an outstanding balance of $376.24, which includes monthly access charges and applicable taxes through August 27, 2015, and that the full outstanding balance is past due. As such, the Handset Upgrade Program will not be available for any of the numbers on Ms. [redacted]’s account. 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. Brian W[redacted] Executive Response

December 12, 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 a letter dated December 3, 2016, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter
T-Mobile regrets any billing concerns Ms. [redacted] experienced. T-Mobile records confirm that on November 22, 2015, Mr. [redacted] activated four voice lines of service. On that day, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program, with the lease of the following equipment for a term of 18 months:
• Samsung Grand Prime Gray handset, $9.50 per month, plus taxes
• Apple iPhone 6s Rose Gold 16GB handset, $27.00 per month, plus taxes
• Apple iPhone 6s Plus Gold 16GB handset, $31.00 per month, plus taxes
• Apple iPhone 6s Silver 16GB handset, $27.00 per month, plus taxes
Additionally, on the same day, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering, with the purchase of an Apple iPhone 6CM Rose Gold Case and a Samsung Grand Prime screen protector. At the time of Mr. [redacted]’s purchase, he was not required to make a down payment and agreed to 24 monthly installments of $2.09 for the Apple iPhone case and $1.46 for the Samsung Grand prime screen protector.
On March 23, 2016, Mr. [redacted] changed his rate plan to the Simple Choice Family Unlimited Talk and Text with 10GB of data per month, four lines for $120.00, plus applicable taxes. Additionally, Mr. [redacted]’s three voice lines of service with the mobile numbers ending in [redacted] were subscribed to the Premium Handset Protection feature for $12.00 per month, per line of service. Therefore, with approximate taxes, Mr. [redacted]’s monthly recurring charges totaled $296.31.
On April 13, 2016, Mr. [redacted] closed his JUMP! On Demand lease on his on the mobile number ending in 2656 and traded-in the Apple iPhone 6s Rose Gold 16GB handset for an Apple iPhone 6s Gold 64GB handset. At the time of Mr. [redacted]’s new lease agreement, he was required to pay a capital cost reduction of $99.99. Mr. [redacted] then agreed to a series of 18 monthly lease payments of $26.00.
On August 12, 2016, Mr. [redacted] subscribed to the Simple Choice Unlimited Data with 14GB of mobile hotspot feature for $15.00 per month, plus taxes, on the mobile number ending in [redacted], increasing Mr. [redacted]’s monthly recurring charges to $311.31.
Records confirm that on October 23, 2016, Mr. [redacted] changed his rate plan to the T-Mobile One rate plan for $130.00 per month for the first two lines, plus applicable taxes. Mr. [redacted]’s additional two voice lines of service are $25.00 each per month, plus applicable taxes. It is important to note that with the T-Mobile One rate plan, all voice lines of service receive unlimited data. Therefore, with approximate taxes, PHP and the above referenced lease payments, Mr. [redacted]’s monthly recurring charges were expected to be approximately $350.92 per month. T-Mobile regrets any confusion this may have caused Mr. [redacted] and Ms. [redacted].
In an effort to amicably resolve the matter, on December 7, 2016, T-Mobile changed and backdated Mr. [redacted]’s rate plan to a previously grandfathered rate plan, the Select Choice Family Unlimited Talk and Text rate plan for $50.00 per month, plus applicable taxes. Additionally, on the line ending in [redacted], Mr. [redacted] is subscribed to the unlimited data feature with 5GB of mobile hotspot, for $20.00 per month, plus taxes. Based on Mr. [redacted]’s usage over the last four months, T-Mobile subscribed Mr. [redacted]’s voice line of service ending in [redacted] to the 3GB of data, for $10.00 per month, and lines ending in 2656 and 0931 to the 6GB of data, for $15.00 per month, per line of service. With the above-mentioned handsets and approximate taxes, Mr. [redacted]’s monthly recurring charges are estimated to be $285.35 per month, which is the approximate amount Ms. [redacted] requested in her correspondence to your office.
On the same day, T-Mobile applied a courtesy credit of $190.47, for the difference in what Mr. [redacted]’s account was charged for the billing cycle charges from September 23, 2016, through December 22, 2016. As Mr. [redacted]’s account had a balance of $392.97, for the billing cycle charges from November 23, 2016, through December 22, 2016, the credit reduced the balance owed to $202.50. Should Mr. [redacted] wish to discuss the matter further, he may contact me directly at the number listed. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana [redacted]
Executive Response

July 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 16, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any billing concerns Ms. [redacted] may have experienced. T-Mobile records confirm that on the date of activation, March 26, 2017, Ms. [redacted] enrolled her account in AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. In review of the account payments are due by the third of the month with the AutoPay withdraw date being up to three days prior.
Please be advised that May 27, 2017, a billing statement generated reflecting a past due balance of $167.81 and new charges in the amount of $162.50 for a total balance due of $430.31 which was due by June 19, 2017. T-Mobile records confirm that on May 27, 2017, Ms. [redacted] established a payment arrangements to pay $33.56 on June 3, 2017, and $134.25 by June 17, 2017, via a future dated payment with her checking account on file to cover the past due balance. Ms. [redacted]’s first payment of the two part payment arrangement was not received due to insufficient funds and as such her account was suspended due to non-payment on June 5, 2017. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] remitted a payment on June 6, 2017, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Please be assured that T-Mobile strives to provide world-class Un-carrier experience to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care team.
Please note that conversation recordings with our Customer Care are for quality purposes and are considered proprietary information. Please be advised that the information not contained in Ms. [redacted]’s billing statements such as call recordings with our Customer Care require a lawfully compelling instrument such as a subpoena, court order, or warrant. Said documents will need to be directed to the attention of T-Mobile’s Law Enforcement Relations group at 4 Sylvan Way, Parsippany, NJ 07054 or via facsimile 973-292-8697.
In an effort to amicably resolve this matter T-Mobile has credited Ms. [redacted]’s account $240.00 for the restore from suspension fees. This updated the balance to $608.16.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
James H[redacted]
Executive Response

November 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated November 25, 2016, regarding the above-referenced account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] was having issues with her service. As Ms. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. Likewise, T-Mobile regrets Ms. [redacted]’s concerns regarding the return of her T-Mobile Signal Booster device. Please note that the T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. The Signal Boosters are T-Mobile owned devices and are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. Our records indicate that on July 25, 2016, Ms. [redacted] was provided with a T-Mobile 4G LTE Signal Boosters. At that time, Ms. [redacted] was assessed a $25.00 deposit. As Ms. [redacted] mentions in her letter to your office, on September 28, 2016, her account was canceled per her request. When an account becomes canceled and there is a T-Mobile Signal Boosters in use on the account, T-Mobile automatically sends a return label for the return of the device as to avoid a non-return fee. Regretfully, Ms. [redacted] did not receive the return labels sent to the address on file. Accordingly, T-Mobile agreed to provide a return label via email. As the device had not been received timely, Ms. [redacted] was assessed a $289.00 non-return fee and applicable taxes. However, we are pleased to report that on November 25, 2016, T-Mobile waived the $289.00 non-return fee to zero as the return tracking number for the Signal Booster had been received. Additionally, T-Mobile issued a $25.00 refund to Ms. [redacted] which is equal to the above mentioned $25.00 deposit. Please allow seven to ten business days for delivery. It is important to note that Ms. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

October 25, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]
                        [redacted]
                        [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 12, 2017, regarding the above-referenced account.  T-Mobile is pleased to report Mr. [redacted] concerns have been resolved to his satisfaction.   We regret any inconvenience Mr. [redacted] experienced regarding his warranty replacement and interaction with Customer Care.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] contact with our Customer Care team.   T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 handset on March 13, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted] account, this warranty has been extended as he subscribes to the optional JUMP! feature. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.    On October 13, 2017, T-Mobile spoke with Mr. [redacted] and confirmed his Samsung Galaxy S7 handset had a cracked screen, making the device ineligible for a warranty replacement.  In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile applied a credit in the amount of $175.00 to his account to offset the insurance deductible he would pay for a replacement.  This left Mr. [redacted] with an account balance of $68.46. Mr. [redacted] was satisfied with this resolution.  We regret 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]

August 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 17, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.   T-Mobile regrets any unauthorized charge concerns Ms. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.   T-Mobile records indicate that on June 20, 2017, Ms. [redacted]’s account qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus handset.  Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $49.99 and agree to a series of 24 monthly installments in the amount of $30.00.   On June 20, 2017, a payment in the amount of $198.78 was received on Ms. [redacted]’s account.  Please be advised that on June 29, 2017, the payment was backed out and returned.  Please be advised that if a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00.  In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service.   On July 19, 2017, T-Mobile determined that the Apple iPhone 7 Plus handset purchase on EIP was not authorized by Ms. [redacted] and we closed the associated EIP. On July 24, 2017, T-Mobile issued a credit in the amount of $30.00 for the monthly EIP charge from the June 25, 2017 billing statement.   The billing statement issued on July 25, 2017, reflected a balance of $243.04 due by August 17, 2017, and consisted of a past due balance of $49.61, returned payment fee, monthly access charges from June 25, 2017 through July 24, 2017, and applicable tax.   On August 13, 2017, Ms. [redacted]’s account was suspended for non-payment.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Ms. [redacted] made a payment on August 13, 2017, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.    In an effort to amicably resolve this matter, on August 27, 2017, T-Mobile issued a credit in the amount of $204.56 for restore from suspension fees, returned payment fee, monthly access charges from June 25, 2017 through July 24, 2017, and applicable tax.  As of August 27, 2017, Ms. [redacted]’s account reflects 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.   William B[redacted] Executive Response

June 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] experienced in regards to her billing charges and appreciates the opportunity to respond to her concerns. T-Mobile records indicate that Ms. [redacted]’s account was subscribed to the T-Mobile ONE promotional rate plan, which for $110.00 per month, provides the first two lines ending in [redacted] and [redacted] with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability.
Additionally, on October 23, 2016, T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. Ms. [redacted] purchased two UE MegaBoom speakers and agreed to 24 monthly installments in the amount of $10.42 per speaker. Please note that should a customer elect to cancel their account prior to completing the 24 monthly installments the remaining balance will be accelerated to the next billing statement.
T-Mobile records confirm that on June 6, 2017, Ms. [redacted] transferred responsibility for the mobile numbers ending in [redacted], through the process of a Change of Responsibility (“COR”) and was then no longer financially responsible for the mobile number. On the same day, an electronic signature request was sent to the new customer requesting that they assume responsibility for the EIP attached to mobile number ending in [redacted] for one of the UE MegaBoom speakers with a remaining balance of $166.63.
After further review, our records indicate that the electronic signature was not received within the allotted 48 hours. Please note that the responsibility remains that of the original customer until an electronic signature agreement is signed by the receiving party. Therefore, Ms. [redacted] remains responsible for the equipment charges.
Nevertheless, as a courtesy on June 27, 2017, T-Mobile absolved Ms. [redacted] of the remaining balance of the EIP for the UE MegaBoom speaker attached to the mobile number ending in [redacted]. T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[redacted]
Executive Response