T-Mobile Usa Inc

Complaint: ***
To whom it may concern:I appreciate the response from T-mobile and I did have a good talk with the T-mobile agent on February 2, But I have to reject this response because of the following reasons.First, there are a few things in the response different to what T-mobile talked with me over the phoneFor example, since I have not decided whether to keep the postpaid plan after March 1, T-mobile said they have subscribed me into Autopay but in the response they claimed that I am not in Autopay.In addition, T-mobile talked about a "prorated charge" in the responseBut I never heard about that during the phone callHow much is this charge?Last but not least, some important information is unclear in this responseAs I mentioned in the original complaint, the customer service said the transfer from postpaid to prepaid would take two weeksAccording to the response, the refund will not be provided once the services are used through March Then there comes a question: how does T-mobile define a "complete transfer"? Will the further charge be avoided if I called to stop my postpaid plan on February 28, or do I have to call in advance to ensure the transfer is updated on T-mobile's system before billing cycle ends?I will only respectfully request Revdex.com to close this complaint after all the above concerns are adequately resolved.Since I am out of US now, I appreciate contact through my email or text message only if T-mobile has any further questions.Thank you so much!
Sincerely,
*** ***

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated June 2, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has resolved Mr***’s concerns to his satisfactionWe regret any dissatisfaction to Mr*** regarding his T-Mobile experienceT-Mobile records indicate on April 28, 2016, Mr*** activated a line of service with T-Mobile and he was required to pay $as depositAdditionally, Mr*** took advantage of our Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy Grand Prime device and paid an $down payment along with the sales taxes of $Including his $deposit, Mr*** made a total payment of $Unfortunately, on April 29, 2016, Mr*** cancelled his T-Mobile accountAs Mr*** returned his equipment, on May 17, 2016, T-Mobile applied a credit of $to pay off the remaining EIP balance on the Grand Prime deviceFurthermore, on June 1, 2016, we credited the prorated charges of $to bring the balance to zeroIn an effort to amicably resolve Mr***’s concerns, on June 7, 2016, T-Mobile provided him a full refund in the amount of $in the form of direct transfer to his bank accountMr*** accepted the refund as resolution to his concerns and his account remains cancelled with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCSal O*** Executive Response

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated June 2, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms***’ satisfactionT-Mobile regrets that Ms*** ran into difficulties while attempting to upgrade her handset and qualify for T-Mobile’s “Tablet on Us” GPad promotionPlease note that during the dates of May 13, 2016, and May 16, 2016, qualifying customers who purchased an LG GPad on a new or existing mobile internet line, on an Equipment Installment Plan (“EIP”), qualified to receive a rebate within eight weeks for the full cost of the GPad, so long as all qualifications were met at the time that the rebate was processedPlease note that the requirements included that the GPad was on an active EIP, the account was in good standing, and the tablet line remained active at the time that the rebate was processedT-Mobile records indicate that on May 13, 2016, Ms*** purchased a new Samsung Galaxy Grand Prime for use with her mobile number ending in ***, and added a mobile internet line to her account, for use with the mobile number ending in ***Please note that Ms*** was asked to purchase a SIM Card for her new mobile internet line of service, for a total charge of $plus applicable taxesHowever, it appears that the store ran out of the GPad devices, and Ms*** was directed to order her GPad through Customer Care, although she later opted to not place the order, due to receiving additional details of the promotionPlease note that there was no contract associated with this promotion, and the EIP could be paid off in full with the rebate or at any timeWe regret any misinformation regarding this promotionUpon speaking with Ms*** regarding this matter, she advised that she was disappointed to have not received her tablet, but was more concerned with not receiving her $refund for the activation cost of the tablet line, and the $bill credit pursuant to the promise of the Retail Store ManagerMs*** noted that the $bill credit was promised due to the fact that Ms*** had located her new Samsung Galaxy Grand Prime handset at another T-Mobile authorized retailer for $less, and the Retail Store Manager had offered to price match the competitor’s cost with a bill credit of $As such, in an effort to amicably resolve this matter, T-Mobile offered to send Ms*** an LG GPad at no costHowever, Ms*** indicated that she did not want the tablet, and would prefer a refundAs such, T-Mobile issued a credit to Ms***’ account in the amount of $150.00, bringing Ms***’ account to a revise credit balance of the same amountMs*** accepted this offer as resolution in full to her concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ recent contact with our retail location or Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCKayla J*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I had asked for completely, however since this company has yet to make me very happy with their customer service it was no surpriseI feel forced to accept this resolution yet I will accept it since I am so tired of fighting for anything good at all to come of my issues with this companyEven though they did agree to send me a new phone, I still am out of money once again with this company due to their inability to pay for the shippingI really feel that this company could have afforded to a least pay two more months of my phone bill since I had such a severe long hard time dealing with themI have learned that customer happiness is the least of this companies concern, I feel like they just did the bare minimum to deal with this situation, so I have agreed to their terms since Karma is much more powerful than I am and I will let them deal with their own problems that will come their way due to their own negligenceSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

August 21,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** has regarding T-Mobile’s Carrier Freedom program and the status of his rebateWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices
There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceCustomers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityPlease note, Mr*** sent in a final bill from his previous carrier, however, T-Mobile was unable to read the billTherefore Mr***’s application was declined
Please be advised that T-Mobile spoke to Mr*** on August 18, 2017, and advised Mr*** that we provided him with $worth of tracredits on July 5, 2015, therefore he would only be eligible for $for his carrier freedom reimbursementT-Mobile respectfully declines Mr***’s request for a reimbursement of $Nonetheless, in effort to amicably resolve this matter, T-Mobile provided Mr*** with a bill credit of $which left a revised credit balance of $T-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Nicole C*** Executive Response

September 25,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***, *** ***
Your File No
***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has been unsuccessful in contacting Ms*** regarding her account concernsAs such, we will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets any inconvenience that Ms*** has experienced regarding her account billing and Mobile Device Unlock (“MDU”) concernsWe appreciate the opportunity to respond to this matter
Please be advised that T-Mobile processes MDU requests for customers who meet our eligibility requirementsA review of Ms***’s account reflects that on September 12, 2017, Ms*** contacted Customer Care and requested that he handsets be unlockedRegrettably, Ms***’s request was denied as her devices are linked to an active Equipment Installment Plan (“EIP”) and as her account was delinquent
With respect to Ms***’s concerns pertaining to payment arrangements, it should be noted that T-Mobile offers payment arrangements to customers whose accounts are not more than days past dueAs Ms***’s account is severely delinquent, a standard payment arrangement is not available at this timeMs*** may remit payment to bring her balance within days past due, by remitting a total payment in the amount of $As the un-Carrier, T-Mobile would like to further assist Ms*** with this matter, and as such, on September 25, 2017, T-Mobile applied a collection hold on Ms*** for a maximum of days, and this hold will expire on December 24, It should be noted that this collection hold will protect Ms***’s account from service interruption through the date of expiration, and is an open-ended arrangement whereby Ms*** may remit payments as she sees fitShould Ms***’s account continue to be delinquent beyond the date of hold expiration, her account may then be subject to collection treatment including but not limited to service interruption via account service suspension
Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers 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 their billing statement remittance slip
Upon review of Ms***’s account, our records reflect that her account has been subject to service interruption on January 6, 2017, February 3, 2017, February 17, 2017, May 13, 2017, June 12, 2017, July 13, 2017, August 13, 2017, and September 12,
T-Mobile records further reflect that on February 18, 2017, May 13, 2017, June 13, 2017, July 13, 2017, and August 13, 2017, Ms***’s account was restored from financial delinquency suspensionsAlthough it is T-Mobile’s position that the assessed restore-from-suspend fees assessed on Ms***’s account were assessed validly, on September 18, 2017, T-Mobile applied account credits totaling $thereby absolving Ms*** of the previously assessed restore-from-suspend fees, and rendering an updated account balance of $1,It should be noted that this gesture of good faith was completed as a one-time courtesy to Ms***Should Ms***’s account be suspended in the future, due to a financial delinquency, and later reinstated in the future, it would then be T-Mobile’s position that the potential restore-from-suspend fees would be valid and owed
As of the date of this letter, Ms***’s account remains in an active status, with restored service, and a total balance due of $1,Please be advised that $is considered days past due
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jason A*** Executive Response

January 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 11, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with our T-Mobile promotionT-Mobile records indicate that on September 25, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone handsetsAt the time of Mr***’s purchases, he was not required to make a down payment except for his taxes and he agreed to a series of monthly installments in the amount of $In Mr***’s correspondence he is referring to September iPhone Trade up promotion, where customers who trade in their fully paid off iPhone can get a new iPhone for free via billing credits when purchased on an EIPCustomers are advised to complete their trade in on MyT-Mobile.com if it is not processed on the original handset orderMr*** stated that he was provided with a prepaid return shipping label from our Customer Care and shipped two iPhone 6s to T-MobileRegretfully, T-Mobile was unable to locate the iPhone serial number *** or the second iPhone with the serial number *** in our Return CentersHowever, in an effort to amicably resolve this matter, on January 12, 2017, T-Mobile blocked both iPhone 6s from our network and closed Mr***’s EIPs for his two iPhone 7sIn addition, T-Mobile applied a courtesy credit of $to Mr***’s account for the first two months of EIP chargesMr*** accepted this as a resolutionAs of January 15, 2017, Mr***’s account balance is $244.76, which consists of his monthly access charges from December 29, through January 28, and applicable taxesT-Mobile regrets any inconvenience to Mr*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLigia M*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me pending the complete and full transfer of phone minus any fees that should not be chargedI will consider this resolved at that time if no new issues arrives related to this complaint.Sincerely, *** ***

First I want to thank Revdex.com for your help with my situation with T-MobileI have never been in a situation like this before where I couldn't get anyone from a company to help me or care. The reason for my email today is because this is still not resolved with T-MobileI did receive a debit card in the amount of $with is not what they owed meI was charged $on 1/26/and that is the payment that is owed to meI need the money that is owed to me and I'm tired of waiting for themI'm not sure why T-Mobile keeps doing this to me but I want it to stopThey need to issue me the remaining balance of $immediatelyCan the case be reopened to finally hopefully fix this once and for all?Thank you for your help,*** ***

May 25,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 14, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms*** ***, and that she has designated Mr*** *** as an authorized user of the account
T-Mobile regrets hearing of Mr***’s recent experience with T-Mobile and appreciates the opportunity to respond to his concernsT-Mobile records indicate that Mr*** is currently subscribed to the Simple Choice North America plan which for $110.00, provides two lines of service with unlimited talk, text and data an up to 4G/LTE speeds depending upon device capabilityAdditionally, Mr*** is currently enrolled in the device protection plan on both lines of service which is an additional $per line
The account currently has two open Equipment Installment Plans (“EIP”), one which includes two Apple iPhone devices for $per month and a second EIP that includes accessories for the iPhone devices for $per monthThe expected monthly recurring charges on Mr***’s account are $plus taxes and fees and prior to the monthly advantage discountAdditionally, Mr***’s account is currently enrolled in our Advantage program which provides an additional 15% off of the monthly recurring charges each monthT-Mobile has confirmed that Mr*** has been billed in accordance with his current rate plan, and no additional charges have been incurred on the account
Upon speaking with Mr*** on May 18, 2017, in an effort to amicably resolve this matter, T-Mobile offered to change Mr***’s rate plan to the Select Choice which for $includes unlimited talk, text, and 30MB’s of high speed dataAdditional unlimited data plans providing high speed data at up to 4G/LTE speeds may be purchased at a rate of $per line of serviceMr*** declined making any changes to his account at this timePlease note that should Mr*** wish to take advantage of this offer, he has until June 18, 2017, to contact our office at the number listed below
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWhile we understand that Mr*** has not received the complete and accurate information we pride ourselves on providing, we do appreciate his patienceWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer CareT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Felicia P*** Executive Response

December 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 23, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms*** experienced in regards to our November Samsung BOGO offerT-Mobile records indicate that on November 12, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S 32GB handsets; one in black and one in gold for her mobile numbers ending in *** and ***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 monthly installmentsBased on Ms***’ personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $each handsetPlease be advised that at the time of Ms*** purchase of the new handsets, T-Mobile provided a day return period which allowed Ms*** to use the equipment to see if they met her needsIn an effort to provide our customers with new and exciting offers between November 11, 2016, through November 13, 2016, T-Mobile began offering the November Samsung BOGO promotionThis amazing promotion was offered to new and existing customers who add a line to an existing account and purchase two qualifying Samsung Galaxy Superphones on an Equipment Installment Plan (”EIP”); qualifying phones include the Samsung Galaxy S7, SEdge, SEdge or Edge Plus, Galaxy S6, Galaxy J7, or the Galaxy OnThe second device is then provided for free after monthly EIP bill creditsIt is important to note that in order to qualify for the promotion existing customers were required to add a new line of service to associate with one of the qualifying device EIP’sAdditionally, customers are required to sign up for T-Mobile ONE rate plan or to have an unlimited data feature on the upgraded lines to be eligible for the promotionT-Mobile records confirm that Ms*** is currently subscribed to the Simple Choice Unlimited Talk, Text and Data rate plan, which for $per month, includes unlimited talk, text and data, with two (2) gigabytes (GB) of that data provided at up to 4G/LTE speeds depending on device capabilityData features providing increasing allotments of high speed data may be added for an additional costOur records indicate that all four of Ms***’ mobile numbers are subscribed to the 2GB data featureAs Ms*** failed to add an additional line of service and is not subscribed to the unlimited data feature on either of her mobile numbers ending in *** and *** she is not qualified for the aforementioned promotionNevertheless, in an effort to amicably resolve Ms***’ concerns, on December 22, 2016, T-Mobile issued a one-time credit in the amount of $for one installment resulting in an updated account balance in the amount of $Additionally, on December 26, 2016, upon speaking with Ms***, T-Mobile issued a one-time credit in the amount of $to the EIP on the line ending in ***, effectively providing her with half off of one of the Samsung Galaxy S32GB handsets, which will reflect on her next billing statement dated January 2, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ contact with our retail location and Customer Care teamsT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCShannon R*** Executive Response

Tell us why here
October 9,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** *** ***
Your File No
***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 26, 2017, regarding the above-referenced accountPlease be advised that *** *** and *** *** *** are one and the same
T-Mobile’s goal is to provide exceptional service for all of our customersWe regret any concerns to Ms*** regarding the billing address reflected on her account and her final account balanceIt is important to mention that on February 5, 2017, pursuant to Ms***’s request, the billing address on her account was changed to Dry Creek BlvdProsper TX Additionally, our records confirm that Ms***’s final billing statement dated March 9, 2017, was mailed to the above mentioned billing addressWe regret any inconvenience to Ms***
Our records confirm that Ms***’s final billing statement dated March 9, 2017, had a balance of $which included past due charges of $from the prior billing statement dated February 9, 2017, monthly recurring charges, features, applicable taxes and fees billed from February 9, to March 8, Please note that on May 15, and on May 18, 2017, three systematic tax adjustments of $each were posted to the account, leaving the account with a final balance of $
T-Mobile reviewed the usage from January 9, 2017, through February 15, and during that time Ms*** used a total of 3,minutes and she sent and received multiple text messagesAs such, it is T-Mobile’s position that Ms*** was able to utilize the service and we consider the charges billed as valid
It is important to mention that T-Mobile provided Ms*** multiple notices that her account was in a past due statusThese notices were provided in the monthly invoices mailed to *** *** *** *** *** ** ***, calls from our Financial Care team requesting payment and also lettersPlease be advised that as payment was not remitted for the final balance of $on June 7, 2017, the account was assigned to Receivable Performance Management, a third party collection agency, for the collection of the outstanding balance
On September 1, 2017, Ms*** remitted payment of $for her account’s final balance through Receivable Performance Management, leaving the account closed with a credit balance of $Please be advised that on September 28, 2017, in an effort to amicably resolve this matter, T-Mobile requested the account be removed from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updated
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Aika A*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do however want to say a couple of thingsThe reason I was past due was because back in April I set up a payment plan to pay my bill and was given the wrong amount that I had to payIn the months before April I always paid whatever I owed and never had an issue with T-MobileAlso, when I called in on August 3rd it was solely because T-Mobile had suspended my phoneI never set up any arrangements to be taken from my account on August One of the people I spoke with that day set those up without my knowledgeIf you pull the calls you can see that.
I did did set up two arrangements with a superviosrOne for 8/and one for 9/and both of those will be taken directly from my account and paid (causing financial difficulty for me) but the supervisor I set those up with was rude and did not want to listen to anything I had to sayHe basically forced me to set up payments and rushed me off the phone.
I also tried to contact Mr*** twice with no success after I received an email from him asking me to call him to discuss what happened.
I do appreciate your response and timeThank you!
Sincerely, *** ***

May 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced file number. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr*** is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr*** regarding his correspondence to your office. The account holder of record may add Mr*** to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-8997. Additionally, the account holder 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 *** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

August 28,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ** ***, and that he has designated *** *** as an authorized user of the account
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care
Upon review of the account, T-Mobile records confirmed that mobile number ending in *** was transferred from another service provider on May 28, Additionally, our records indicate that Ms*** contacted T-Mobile on August 14, 2017, regarding call forwarding issues under mobile number ending in ***Upon speaking with Ms*** on August 17, 2017, she confirmed that on August 14, 2017, the call forwarding issue had been resolved by Customer CareNevertheless, as a gesture of good faith T-Mobile offered Ms*** to credit one month of service which resulted in a credit in the amount of $toward her accountThe credit reduced the account balance to a zero balanceT-Mobile is glad to confirm that Ms*** accepted the credit as a resolution to her concerns and regrets any inconvenience this caused
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Abigail ***-R*** Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated March 31, 2016, regarding the above-referenced accountT-Mobile regrets Ms***’s inconvenience regarding her JUMP! On Demand leaseAs Ms*** is aware, JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantIt is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costHowever JUMP! On Demand cannot be resumed should a customer elect to cancel their accountT-Mobile records indicate on February 21, 2016, Ms*** elected to cancel her T-Mobile account; however on February 25, 2016, Ms*** resumed her two lines of serviceAt the time of entering a JUMP! On Demand lease, customers are given documentation which indicates that a JUMP! On Demand lease cannot be resumed once canceledAs such, Ms***’s JUMP! On Demand lease for her Samsung Galaxy Note and her Apple iPhone Plus were closed and the buyout option of $became due on her billing statement dated March 14, As the JUMP! On Demand lease was unable to be resumed, Ms*** created an extended payment arrangement on March 18, However in an effort to amicably resolve this matter, T-Mobile has agreed to allow Ms*** to return her Samsung Galaxy Note and Apple iPhone Plus to our office directlyUpon the return, T-Mobile will agree to remove the JUMP! On Demand lease payoff of $T-Mobile contacted Ms*** on April 1, at which time she accepted out offerMs*** has indicated that she will return her equipment to our office by no later April 8, as part of our arrangementFurthermore Ms*** will visit a local T-Mobile retail store to upgrade to a new handset on our JUMP! On Demand lease program and begin a new lease agreementMs*** may return her equipment to: *** *** *** *** *** *** *** *** ** *** ** *** T-Mobile recommends that Ms*** request a return tracking number when shipping the equipment back to T-MobileWe ask that she please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetsWe also ask that Ms*** disable the “Find my iPhone” application as T-Mobile cannot disable this applicationBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCMartin G*** Executive Response

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 14, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience the non-return fee may have caused Mr***T-Mobile records indicate on January 1, 2016, replacement equipment was ordered for Mr***’s non-working iPhone 5S Gray 16GB device, and it was shipped to him on January 5, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such, Mr*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Mr*** at the time the exchange was processedOur records do not indicate that we have received the non-working equipmentAs such, the non-return fee of $assessed on Mr***’s account remains validHowever, as a courtesy to Mr*** and in an effort to amicably resolve this matter we have waived the $fee reducing Mr***’s balance to $On April 19, 2016, we received a payment of $bringing the account to a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCDaniel R*** Executive Response

Tell us why here
May 11,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 1, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms***, she confirmed that this matter has been resolved to her satisfaction
T-Mobile regrets to hear of any concerns Ms*** experienced with the return of her equipmentT-Mobile records indicate that on March 31, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Pad XBased on Ms***’s personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay $23.52, which is for the taxes on the full retail price of the tablet, and $for a SIM Starter Kit, totaling $
As of the time of Ms***’s purchase of a new device for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms*** to use the equipment to see if it meets her needsT-Mobile records confirm that the EIP was closed as the equipment was returned on April 20, 2017, and that the line ending in *** has been cancelled since April 12, On April 21, 2017, Ms*** received a partial refund of $21.30, however did not receive the remaining amount of $to the original payment method she used for the order
In an effort to amicably resolve the matter and upon speaking with Ms*** on May 5, 2017, T-Mobile offered to process the remaining refund of $to her original payment methodMs*** was informed that the refund will take up to three business days to reflectPursuant to our conversation, Ms*** confirmed the matter is resolved, and has no further concernsT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
*** *** Executive Response