T-Mobile Usa Inc

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted]  Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated February 9, 2018, regarding the above-referenced account.  T-Mobile sincerely regrets any inconvenience that Mr. [redacted] has experienced regarding the 2016 September iPhone 7 Trade-Up Offer.  T-Mobile records indicate that from September 9, 2016, through September 25, 2016, qualified customers who traded-in an Apple handset could receive an iPhone 7 for free through monthly promotional bill credits when purchased on the Equipment Installment Plan (“EIP”) program and enrolled in the T-Mobile ONE rate plan. T-Mobile records indicate that on September 9, 2016, Mr. [redacted] purchase of an Apple iPhone 7 Plus 32GB Silver handset utilizing EIP.  Mr. [redacted] was not asked to remit a down payment and agreed to a series of 24-monthly installments in the amount of $32.09.  At the time of the order placement, Mr. [redacted] traded-in an Apple iPhone 6S handset but the account was not enrolled into the T-Mobile ONE rate plan at the time of purchase to qualify for the offer. T-Mobile records further indicate that on September 15, 2016, Mr. [redacted] agreed to a Change of Responsibility (“COR”) for the mobile numbers ending in 6367, 1868, 0917, and 2866 to a business account enrolled in the T-Mobile ONE rate plan, successfully cancelling the personal account so that he may be qualified to receive the offer on the business account.  A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon requesting a COR, Mr. [redacted] was advised that he would be financially responsible for the account and all equipment until the transfer is completed.T-Mobile investigated this matter and found that the COR for Mr. [redacted]’s mobile numbers ending in 6367, 1868, 0917, and 2866 was processed on September 15, 2016.  However, the EIP for the mobile number ending in 2866 for the Apple iPhone 7 Plus 32GB Silver was not transferred to the new account to receive the offer.  As such, the EIP accelerated on Mr. [redacted]’s personal account in the amount of $769.99, resulting in a revised final credit balance of $1,643.11.  It is important to note that the outstanding credit balance on Mr. [redacted]’s personal account was a result of overpayment of monthly access charges and equipment.  Further, Mr. [redacted] has continued to receive tax adjustments for the account totaling $5.82, resulting in a current outstanding credit balance of $1,648.93.Nevertheless, as a gesture of goodwill, T-Mobile contacted Mr. [redacted] on February 10, 2018, to offer a refund of the promotional value of the September iPhone 7 Trade-Up Offer in the amount of $649.99.  Additionally, T-Mobile agreed to refund the outstanding overpayment in the amount of 1,648.93, resulting in a total refund in the amount of $2,298.92.  Upon speaking with Mr. [redacted], he has accepted this offer as a resolution for his 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 844-213-3926 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Jhayd G[redacted] Executive Response

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

June 5, 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 May 24, 2017, regarding the above-referenced account. 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 a missing payment on her account. T-Mobile records confirm that, on January 30, 2016, Ms. [redacted] entered into a JUMP! On Demand ("JOD") lease for a Samsung Grand Prime handset wherein she agreed to 18 monthly lease payments in the amount of $9.50.
Based on our investigation of Ms. [redacted]’s account records and her correspondence to your agency, on May 23, 2017, T-Mobile located Ms. [redacted]’s missing payment in the amount of $149.99, which was originally submitted, on April 3, 2016. At that time, in an effort to amicably resolve the matter, the payment was posted to Ms. [redacted]’s account. Ms. [redacted]’s account remains active with a zero balance. Additionally, Ms. [redacted]’s above-referenced JOD lease will continue to bill in monthly installments per the original lease agreement.
Upon speaking to Ms. [redacted], on May 30, 2017, she confirmed the matter has been 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 I have not heard from T Mobile to confirm their intentions or actions. 
 
 
Sincerely,[redacted]

March 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 2, 2016 regarding the above-referenced account. Please be assured that T-Mobile strives to resolve our customers concerns in a timely manner and we regret that we have been unable to speak with Ms. [redacted] directly. T-Mobile reached out to Ms. [redacted] on March 4, 2016, and March 7, 2016. Please note that T-Mobile will continue to work with Ms. [redacted] until an amicably resolution is agreed upon regarding her equipment and her final balance. T-Mobile regrets any inconvenience to Ms. [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. Luv V[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.
Both the IPhone have been unlocked. Thank you very much for your time and support in resolving this issue.
 I look forward to continuing my business with T-Mobile and hope that such inconveniences may not arise again in future. I once again sincerely appreciate your cooperation in this matter.
Sincerely, [redacted]

I receivedmy refund on Monday.  This took over 6 weeks to get and filing with the BBC to get someone from T mobile to respond.  When I chose T mobile I asked repeatedly if I would have service where I live. I had 3 representatives tell me the phones would work. My phones through [redacted] where disconnected because we thought we had service.  I feel your company really needs to research where there company has service. I also think they need to work on customer service, I spent on average 2 hours each week trying to get answers. 
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]

September 7, 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 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our T-Mobile Tuesday’s (“TMT”) offering.  We appreciate the opportunity to respond to this matter.  Please be advised that in 2016, T-Mobile announced its TMT offering as a way to thank our valued customers.  Please note that customers such as Mr. [redacted], may participate in any of our TMT offerings and take advantage of any prize or promotion available.  It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations.    Upon further review of Mr. [redacted]’s correspondence to your office, we understand that he is concerned with our recently offered TMT prize including a complimentary vehicle oil change provided by Meineke U.S. Please be advised that this offering included a free basic oil change including an oil filter for vehicles that accept either a 5W20 or 5W30 oil viscosity.  Please note that this promotional offering provides customers a $24.95 value.  Should any customer’s vehicle require an alternate oil viscosity, they can then use the promotional offer for $25.00 off of an appropriate oil change for their vehicle.  It should be noted that not all Meineke U.S. locations participated in this offering and we regret if the location selected by Mr. [redacted] was not participating.   However, in an effort to amicably resolve the matter, on September 4, 2017, T-Mobile issued a credit to Mr. [redacted]’s account for $25.00.  The account remains open with a balance of $12.23. 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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   William B[redacted] Executive Response

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

April 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 10, 2017, regarding the above-referenced account.
T-Mobile regret any concerns to Ms. [redacted] regarding the information she claims was provide to her by our Customer Care representatives. Please note that as Ms. [redacted] ultimately cancelled her T-Mobile service on February 17, 2017, the purchase option price of $178.34 per handset, totaling $356.68 was reflected on her final billing statement dated March 14, 2017.
As a gesture of good faith and in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile issued a credit of $356.68 for the total purchase option price of both iPhone 6s devices, leaving the account with a remaining balance of $316.92 which consists of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $157.44 for the iPad Air 2.
Ms. [redacted] can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip.
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

November 2, 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 October 27, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile contacted Mr. [redacted] on October 31, 2016. At the time of our conversation, Mr. [redacted] concerns that were sent to your office were to be directed to [redacted] and not T-Mobile. As such, we respectfully request that you forward this correspondence to [redacted] for investigation and response. 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. Martin G[redacted] Executive Response

September 11, 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 September 2, 2015, regarding the above-referenced account.  T-Mobile has made several attempts to contact Mr. [redacted] regarding this matter which have been unsuccessful.  Therefore T-Mobile will make every effort to fully address Mr. [redacted]’ concerns in this letter.
 
In his letter to your office, Mr. [redacted] states there were charges on previous billing statements that he did not authorize.  T-Mobile understands seeing unexpected charges on a billing statement can be upsetting and we regret if this was the case with Mr. [redacted].
 
On April 23, 2015, Mr. [redacted] authorized a Change of Responsibility to have the mobile number ending in [redacted] transferred from his T-Mobile account to a T-Mobile account under someone else’s name.  The Change of Responsibility was completed on May 2, 2015 and on May 5, 2015 an Equipment Installment Plan (“EIP") for a Samsung Galaxy S5 was also transferred to the new account.  It is important to note that Mr. [redacted]’ account was billed in arrears, meaning all bills received are for service provided the month prior; the billing cycle began on the 3rd and ended on the 2nd of the following month. Because the EIP transfer took place mid-cycle, the following billing statement, which was issued on June 3, 2015, included the final installment prior to the EIP being transferred to a new account.  While this installment was a valid charge, on June 22, 2015, T-Mobile Customer Care applied an adjustment of $22.08 to offset the installment.
 
On July 10, 2015, Mr. [redacted] ported both of the mobile numbers on his account to a new carrier thus canceling his account.  The final billing statement was issued on August 3, 2015 and included a balance of $131.03 due on August 23, 2015.  This balance included monthly recurring charges for the period of July 3, 2015 through August 2, 2015.  As outlined in our 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 August 2, 2015.
 
Upon careful inspection of the account, T-Mobile has confirmed that on August 19, 2015, Mr. [redacted] spoke with our Customer Care department regarding a Name ID feature that had been added to both mobile numbers on the account; this feature shows the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book.  This feature was added as a free trial on March 11, 2015, during an in-store handset purchase.  The free trial ended in June 2015 at which time each line began being billed $3.99 per month for the service.  T-Mobile records confirm the feature was removed from the line ending in [redacted] on June 27, 2015, and from the line ending in [redacted] on June 29, 2015.  On August 19, 2015, a credit of $4.57 was applied to the account for the prorated charges, including applicable taxes, for the period of time the feature was active on each line.  This reduced the final balance due to $126.46.
 
In an effort to amicably resolve this matter, T-Mobile is offering to waive the final balance in full due to Mr. [redacted]’ previous tenure with T-Mobile as well as his excellent history.  A hold has been placed on Mr. [redacted]’ account to prevent any collection activity while we await Mr. [redacted]’ response.  T-Mobile asks that he please respond no later than October 9, 2015, by contacting us at the number listed below.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Liana G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: for 2 reasons.  Reason number 1 is I had thought that Mr. T[redacted] and I had agreed that the complaint would be closed out once I recieved the statement on may 19th that the account reflected a zero balance, and to close out the complaint a second time, before recieving the statement, doesn't do any of us any good.  The second reason, I have not yet closed out the complaint is that this is a continuation of a complaint I filed previously, for an on going issue that has lasted over 6 months.  I was assured last time when I filed a complaint here that the issue would be taken care of.  Well in a way it was.  The charges of over a thousand dollars were taken off the account, but the account was never closed.  In addition, over a thousand dollars in credit were added, and I was told over the phone that those charges would be removed.  I have since been told, over the phone again by Mr. T[redacted] that the charges would be removed, and I would recieve a zero balance, but we had agreed to wait for the paper statement showing that, since again this issue has been ongoing for over 6 months.  It is premature to close out the case until I get the paper statement, showing a zero balanace, that we both agreed upon.  In the phone conversation with Mr. T[redacted], I was told that the paper statement may be confusing, and that I could call with any questions.  Why would I close out the complaint, if I may still have further questions, about an ongoing issue that has been going on for over 6 months. May 19th is the day that we have been striving for a resolution date.  Why is T-Mobile asking me to close out the complaint early, if they can not send me a paper statement early.  An expedited paper statement, with answers to any questions would have necessitated an expedited closure to this complaint.  I would like to wait until May 19th, and I have the written statement in hand before I close out the complaint, as Mr. T[redacted] and I had originally agreed to, after he wanted to charge my account again, for I don't know what.   I'm was calling T-Mobile to close out my account, and they wanted my credit card information to charge me again?  AGAIN?  and now they want to close out the complaint prematurely.  They had issued a credit for $82 which they owed me for the taxes I paid on the original phones, and Mr. T[redacted]e said their records showed some confusion, and that he thought they had already given me a refund of over a thousand dollars, and he wanted to charge my credit card and get the money back?.....BACK?  All I recieved was the $82 refund that I had to work over 3 months to get, and I still have an account with these people, who were trying to charge my card a second time???If T-Mobile can be patient, and wait for the May 19th paper statement, that we agreed to, I'm sure that this issue, will be resolved at that time, at least I am hopeful that it will be.  It usually takes a few days to recieve a paper statement, so if Mr. T[redacted] wants to email me an electronic version of the paper statement, to expedite the matter, I would be favorable to such a solution.  I have already emailed Mr. T[redacted] twice, that I'm waiting for the paper statement, or that he can email me a copy of the paper statement, and am just waiting for that document, to close out the complaint.  I would hope that T-mobile does not ask you to close out the complaint again, after 6 months of an ongoing issue, and closing out a previous Revdex.com complaint prematurely, without being able to furnish the proper documentation that has not yet been processed.If the Revdex.com wants to close out the complaint without the last statement being issued, and the last statement is confusing, or doesn't resolve the issue of showing a ZERO balance, and A CLOSED ACCOUNT, would the Revdex.com have a problem with me opening up a third complaint?  I would rather just wait and get the issues resolved under this complaint, since T-MOBILE, never closed out the account orginally, which the promised to do after the first complaint to the Revdex.com. 
Sincerely,
[redacted]

February 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 28, 2017, regarding the above-referenced account. T-Mobile records confirm that Ms. [redacted] activated on November 27, 2016, and is referring to our 2016 Magenta Port-in offer. The 2016 magenta Port-in offer offered customers who ported their mobile numbers over between November 24, 2016 through December 21, 2016, $200.00 back when they port their mobile number to T-Mobile, trade-in their previous carrier’s device, and subscribed to a qualifying unlimited plan. Please be advised T-Mobile has no record of Ms. [redacted] rebate submission request for the mobile number ending [redacted]. As a result a $200.00 gift card was not provided to Ms. [redacted] for the mobile number ending in [redacted]. Nevertheless, in an effort to amicably resolve this matter, T-Mobile applied a credit in the amount of $200.00 to the account balance. Ms. [redacted] account now reflects a remaining balance of 77.44 which represents the remaining charges on the billing statement dated January 28, 2017. 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. Zachary S[redacted] Executive Response

March 7, 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 February 23, 2017, regarding the above-referenced account.
T-Mobile regrets any promotional concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] was enrolled in our Simple Choice Family Match with 6GB of LTE per line rate plan for $100.00 for two lines, and $20.00 per additional line of service. Additionally, T-Mobile records indicate Mr. [redacted] activated an additional line of service for mobile number ending [redacted] on November 22, 2016, for $20.00 per month. Additionally, Mr. [redacted] activated a Mobile Internet line of service for number ending in [redacted] on with our Simple Choice Mobile Internet 6GB plan for $35.00 per month. Please note that Mr. [redacted] was eligible for a $10.00 per month credit towards the new Mobile Internet line of service with an active voice line of service on the same account.
From November 18, 2016 through February 22, 2016, T-Mobile was running our Friends & Family promotion where customers that activated up to two new lines of service, for a total of at least four lines, would receive two of the lines at no cost after monthly promotional credits. As Mr. [redacted]’s new lines of service were activated within the promotional time frame and was enrolled to a qualifying rate plan, his account was eligible for the offer. Due to an inadvertent error, Mr. [redacted]’s account was not enrolled in the promotional offer.
After review of Mr. [redacted]’s account on March 1, 2017, his account was enrolled in the promotional offer, and is scheduled to receive the promotional credits moving forward. Additionally, Mr. [redacted] will be issued an adjustment retroactively for the billed charges for the additional voice line of service, as well as the Mobile Internet line of service from the date of activation. 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.
Ronnie A[redacted]
Executive Response

February 23, 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 February 9, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account billing and our Carrier Freedom program. Please be advised that the Carrier Freedom program does not pay the previous carrier directly, but is intended to be a reimbursement of the Equipment Installment Plan ("EIP") or ETF up to $650.00 per line that meets the program eligibility. Please note that Mr. [redacted] initial submission was denied as his account was not in good standing therefore a reimbursement card was not sent. T-Mobile records confirm that on July 10, 2015, and on November 25, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch handset. Please note that on December 9, 2015, Mr. [redacted] returned his Alcatel One Touch handset within the return period. Additionally, Mr. [redacted] took advantage of our leasing option under our JUMP! on Demand (“JOD”) offering with the leasing of two Samsung Galaxy S6 handsets. Please note that JOD is a leasing, not purchasing option and does not include the Premium Handset Protection coverage. JOD provides customers another affordable option to use the best new devices on our amazing Data Strong network. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Customers may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of device. Customers only pay taxes on the capital cost reduction at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service bill. At the end of the 18 month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option 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 of the service and any applicable EIP entered into at the time of the original purchase. It is important to note that Mr. [redacted] was outside the return period for the two Samsung Galaxy S6 handsets. Our records confirm that on November 25, 2015, Mr. [redacted] activated 3 additional lines ending in [redacted] Moreover, our records confirm that on December 6, 2015, Mr. [redacted] transferred his mobile numbers ending in [redacted] and [redacted] to another service provider. Mr. [redacted] account still had three active numbers on the account at the time of the port out and on January 6, 2016, pursuant to his request upon calling Customer Care, T-Mobile cancelled the remaining lines on the account. Accordingly Mr. [redacted] was billed through January 6, 2016, on his following billing statement. Additionally, if a customer has an open EIP or JOD and the account is canceled, any remaining open EIP and JOD balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP and JOD agreement provided at the time of purchase. So when Mr. [redacted] account was cancelled the remaining balance of $1,318.60 was accelerated to the final bill dated January 24, 2016, bringing the total balance owed to $1,853.99, which is comprised of his monthly recurring charges from the billing statements dated October 24, 2015 through January 24, 2016 and the accelerated JOD payments. In an effort to amicably resolve Mr. [redacted] concerns, on February 17, 2016, T-Mobile issued a credit in the amount of $551.93, equivalent to the two months of service and the startup costs for the three lines of service that were activated on November 25, 2015. Additionally, T-Mobile applied an adjustment of $190.00 to Mr. [redacted] account, which is equivalent to the two early termination fees from his previous carrier. T-Mobile also placed a 90 day collection hold on Mr. [redacted] account as he has advised T-Mobile that he will pay off the equipment. At which time, Mr. [redacted] will need to contact me at the number provided below to get the handsets unlocked. Please note that Mr. [redacted] account remains cancelled with a balance of $1,110.00. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

December 29, 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 December 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] may have experienced in regard to his coverage. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has reviewed Mr. [redacted]’s coverage and confirms that he is in an area with 4GLTE coverage connectivity. Please be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching the device and is the reason WiFi calling, if available, is suggested as a supplemental connection source. Our records do not indicate that Mr. [redacted] contacted us to resolve his concerns with signal issues. However, our records do indicate that Mr. [redacted] has contacted T-Mobile regarding device issues and Mobile Device Unlock concerns. Mr. [redacted]’s average data usage over the last three billing cycles from August 28, 2016, through November 27, 2016, is approximately 12 gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,000 minutes used. This is based on a combined total of usage for all three lines on the account, month over month. Our records suggest service is being utilized on Ms. [redacted]’s account. Should Mr. [redacted] continues experiencing issues with his coverage, we ask that he contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issue. T-Mobile regrets any inconvenience that Mr. [redacted] has 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. Sharon B[redacted] Executive Response

September 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated September 3, 2017, regarding the above-referenced prepaid number. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to the unlocking of his Samsung Galaxy S 8 handset. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Please note that prior to releasing account information the account must be properly verified. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted] Executive Response

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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 30, 2017, regarding the above-referenced file number. Please be advised that we have made attempts to contact Ms. [redacted]’ at the number provided within the correspondence, which have proven unsuccessful.
Unfortunately, T-Mobile was unable to locate an active T-Mobile account with the information Ms. [redacted] provided and as such, we were unable to complete our investigation. However, upon researching the phone number that Ms. [redacted] provided as a call back number on her correspondence to your office, confirm this number to be a MetroPCS number.
Please be advised on May 1, 2013, T-Mobile combined with MetroPCS, providing our customers with more options. However it is important to note that T-Mobile and MetroPCS continue to operate as separate brands and accordingly, MetroPCS is continuing to handle all complaints directed under this brand. As such, T-Mobile requests that this complaint be directed to MetroPCS at P.O. Box 601119 Dallas, TX 75360.
Furthermore, should Ms. [redacted] require our assistance to further review a T-Mobile account, she may contact me at the number below if she wishes to discuss the 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.
Mercedes V[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.
Team Mobile has tried to contact me but always calls when I am at work. They have left me several messages and are trying to solve this matter. 
I am just frustrated with this product and hope things will be resolved as said. 
Sincerely, [redacted]