T-Mobile Usa Inc

October 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated October 12, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile takes the matter of billing accurately very seriously and we wish to thank Ms. [redacted] for taking the time to bring her concerns to our attention. T-Mobile records confirm that Ms. [redacted] canceled her account on August 29, 2016 when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 25th of one month to the 24th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through September 24, 2016. As a courtesy to Ms. [redacted], and in an effort to provide her with a truly un-carrier experience, T-Mobile issued a credit to the account in the amount of $84.28 for the pro-rated charges incurred from August 29, 2016 through September 24, 2016. As of the date of this letter, Ms. [redacted]’s account reflects a revised balance of $476.04. This balance includes monthly recurring charges for the period of June 25, 2016 through August 29, 2016 and remaining Equipment Installment Plan (“EIP") charges. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Ms. [redacted] agreed to an EIP on June 24, 2015 with the purchase of an Apple iPhone 6 16GB handset and accessories. When the account was canceled on August 29, 2016, the remaining EIP balance of $273.76 was accelerated and posted to the final billing statement dated September 25, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Ms. [redacted]’s T-Mobile account is currently over 60 days past due. As an additional courtesy to Ms. [redacted], T-Mobile’s Executive Response Team has placed a hold on the account to prevent collection activity through November 14, 2016. T-Mobile encourages Ms. [redacted] to contact our Customer Care department at 1-800-937-8997 to discuss payment on the 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

December 14, 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 5, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any account and service concerns Ms. [redacted] has experienced. In Ms. [redacted]’s most recent letter to your office she outlined concerns regarding her price plan. As indicated in our previous response to your File Number [redacted], T-Mobile records confirm that Ms. [redacted] subscribes to our T-Mobile One rate plan. T-Mobile ONE is a radical new take on how we access the mobile internet, which, for $130.00 per month, provides unlimited talk, text and high-speed smartphone data. Ms. [redacted] also indicated concerns regarding a recent payment arrangement that was placed on her account. T-Mobile records confirm that a payment arrangement was placed on Ms. [redacted]’s account and was set for December 12, 2016, in the amount of $40.00. Upon speaking with Ms. [redacted] on December 13, 2016, T-Mobile determined that Ms. [redacted] agreed to the above mentioned payment arrangement to avoid service interruption. In an effort to amicably resolve this matter, T-Mobile placed a credit on Ms. [redacted]’s account in the amount of $422.42 resulting in a credit balance of $140.00 on Ms. [redacted]s account. Ms. [redacted]’s account remains active and in good standing. 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 department. 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 18, 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 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his concerns surrounding our Limited Warranty exchange program and his handset concerns.
By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile will supply customers with a like-new or new handset depending on availability of the customer’s handset. It is very important to note that handsets which are reconditioned through T-Mobile as part of our like-new replacements, are built using only the highest of quality parts, and are tested extensively for functionality. Should Mr. [redacted] not be satisfied with T-Mobile’s Limited Warranty program, he is under no obligation to exchange the equipment with T-Mobile. Mr. [redacted] may contact Apple, the manufacture of his handset, for further replacement or repair options.
Presently, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within 15 miles of the customers billing address. T-Mobile requires customers to obtain their replacement handsets from a T-Mobile retail store to avoid concerns with a non-return fee or an out of warranty fee which can be several hundreds of dollars if found applicable.
As such, should Mr. [redacted] require a replacement under our Limited Warranty exchange program, he may do so by contacting Customer Care at 800-937-8997 and will be required to obtain his replacement handset which will potentially be a like-new handset, from a T-Mobile retail store. If Mr. [redacted] is not satisfied if the options provided to him by T-Mobile, he may contact Apple directly for further replacement options. 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.
Martin G[redacted] Executive Response

February 24, 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 February 22, 2017, regarding the above-referenced account.
We regret any further concerns Ms. [redacted] has experienced regarding her account. According to our records, on February 6, 2016, Ms. [redacted] purchased an iPhone 6 handset and a Samsung Galaxy Note Edge handset through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $492.00 and for taxes on the full retail price and agreed to 24 monthly installments in the amount of $25.34.
By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturers of her devices. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
T- Mobile has an Alternate Exchange program which provides customers an alternate option when a handset is no longer available or they have completed multiple handset exchanges. The Alternate Exchange provides a replacement kit that includes the device or handset, back cover, battery, charges, and carries a new 12-month warranty. On January 1, 2017, Ms. [redacted] completed a warranty exchange for her Note Edge handset however, because there were no Note Edge replacement handsets available, Ms. [redacted] was sent a Note 5 as a replacement.
On January 16, 2017, in an effort to resolve the matter T-Mobile sent Ms. [redacted] an iPhone 6S Plus in exchange for her Note 5. Please be advised that as a courtesy, T-Mobile agreed to apply the charges for full retail price of the handset toward Ms. [redacted] billing statement dated February 7, 2017, to be credited in full after her February 2017 billing period had ended. On February 24, 2017, T-Mobile applied this promised credit in the amount of $747.11.
As stated in our previous response dated February 15, 2017, in an effort to resolve the matter and upon speaking to Ms. [redacted], T-Mobile offered to apply a courtesy credit in the amount of $100.00 toward her account which is equivalent to one month of her monthly access charges. Regretfully, Ms. [redacted] declined our offer.
However, our records confirm that Ms. [redacted] contacted T-Mobile Customer Care and accepted our offer at which time a credit in the amount of $100.00 was applied toward her account. Furthermore, Pursuant to our Service Agreement, agreed to at the time of activation by Ms. [redacted]; “If you accept a credit, refund or other compensation or benefit to resolve a disputed bill or Charge, you agree that the issue is fully and finally resolved.” Ms. [redacted] account remains active with a credit balance of $63.22.
T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] contact with our Customer Care. We regret 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

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. BUT its important to clarify that this billing problem start the very first day we ([redacted] and [redacted]) became Tmobile customers, that very first day we got a NOT contract 2 lines, and we paid that day for 2 phones equipment and first month of service, this is simple and common sense, nobody get service out of contract if they don't pay in advance the first month,.. that day we reject a credit report checking and that was the reason we couldn't setup an automatic payments in our account, making us to do on time one time payments month to month for almost 2 years. Tmobile don't have a record of that very first bill neither me, the only evidence to proof who is right in this case, that's why tmobile agree to refund the last bill paid, another important issue, in the case that tmobile is right and we are not in this case, why Tmobile charge a full month bill, when we paid july 2 and cancel service july 16 (14 days of service),.we are  satisfactory with the response and solution of this case, but tmobile should be carefully treating customers that cancel services, we understand they are a business and don't want lose money, but is wrongful send collection letters the same month of unpaid and disputed bill, without effort to find better solution first, that letter they sent to us is offensive after we was long time good customers and the paragraph included informing if we return to tmobile all cancellation fees in our account will be removed, we interpret this as menace and offensive, we never going back to Tmobile NEVER EVER, this complain was no about money, was Justice about. We thanks to Revdex.com and tmobile too, for this final resolution.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I have called the collections agency that Tmobile erroneously sent me to and they state they have no record on file of tmobile contacting them to resolve this situation. Just as tmobile assured me on several occasions that they handled the situation in question, here we are again. I have no confidence in tmobile given the situation they have put me through. They say they have resovled situations but take no action to complete the resolution. I am rejecting their response. 
Sincerely,
[redacted]

May 8, 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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] is an authorized user of the account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his service. In Mr. [redacted]’ letter to your office, he indicated that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. [redacted] activated service on January 19, 2017, with mobile numbers ending in [redacted], [redacted] and [redacted]. T-Mobile records indicate that on January 26, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung On5’s. Please be advised that T-Mobile provides a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met 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.
If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
Our records show that on March 22, 2017, Mr. [redacted] ported mobile number ending in [redacted] to another service provider. On April 6, 2017, Mr. [redacted] ported his mobile number ending in [redacted]. Lastly, on April 11, 2017, Mr. [redacted] cancelled his mobile number ending in [redacted]. Please be advised that as of March 26, 2013, T-Mobile no longer offers contractual agreements. Therefore, Mr. [redacted] was not under contractual obligation.
T-Mobile records confirm that on April 11, 2017, Mr. [redacted] contacted T-Mobile requesting to cancel his mobile number ending in [redacted] and was advised of the final billing statement. According to documents, Mr. [redacted] understood that he would be receiving a final billing statement. Please be advised that T-Mobile was unable to locate the above-mentioned Samsung devices.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile offered to refund Mr. [redacted] for the payments made for the EIP’s provided that he sends these devices to our Executive Office. Mr. [redacted] has agreed to and accepted to keep in contact with me during this process.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: T-Mobile has not tried to reach at all. I received no voicemail messages and I left my home and work number to contact me. I purchase this phone over a year ago at a T-mobile store in [redacted]. I been giving them the necessary numbers to the purchase phone. My services have been suspended for services I was not able to use while the phone is broken. The amount being ask is incorrect. I've called tmobile customer service regarding issue for over two months and its as yet been resolve. I ask that is case dont be closed until someone actually help me resolve the many issues ive been trying to address for well over two months. I've submitted proof of purchase about this phone several times and for some strange reason its keeps getting lost or they cant record. The same issue is my bill...
 
They can always reach me at the following numbers [redacted]
Sincerely,[redacted]
[redacted]

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 your correspondence dated December 7, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] has been designated as an authorized user of the account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding T-Mobile’s iPhone 7 Trade-In promotional offer. From September 9, 2016, through September 25, 2016, new and existing postpaid customers who traded in their fully paid off iPhone were eligible to obtain a new iPhone 7 for free, via bill credits, when purchased through our Equipment Installment Plan ("EIP") program. Please be advised that, starting September 15, 2016, customers were required to sign up for the T-Mobile ONE rate plan in order to become eligible for this offer. Our records confirm that, on September 15, 2016, Mr. [redacted] ordered an iPhone 7 handset through our EIP program wherein he was required to remit payment the tax on the full retail price. Additionally, at that time, Mr. [redacted] was required to agree to 24 monthly installments in the amount of $27.09. Furthermore, at that time, Mr. [redacted] traded his iPhone 5 handset for a trade-in value offer in the amount of $45.00. Based on our investigation we have confirmed that Mr. [redacted] is ineligible for the above-noted promotional offer, as he did not change his rate plan to T-Mobile ONE. Nevertheless, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on December 8, 2016, T-Mobile offered to apply a credit in the amount of $354.99 toward the EIP remaining balance of the iPhone 7 handset in use on the mobile number ending in 2150 which will reduce the remaining amount owed to $240.82 which will continue to be billed in monthly installments of $27.09 over the next nine billing periods. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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. Brandon M[redacted] Executive Response

August 18, 2017August 17, 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 5, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’ concerns within this response. It is important to note that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account.
T-Mobile regrets any billing concerns Ms. [redacted] has in regards to the above-referenced account and we appreciate the opportunity to address her concerns. T-Mobile records indicate that on January 22, 2007, Ms. [redacted] activated her account and is subscribed to the Simple Choice Family Match rate plan at a cost of $100.00 per month plus applicable taxes and fees and includes four voice lines of service. This rate plan provides unlimited minutes, unlimited text messages, and 2GBs of high speed data at up to 4G/LTE speeds depending on device capability. Additional date features may be requested should the customer require one with the use of their smartphone. T-Mobile records confirm that on October 29, 2016, Ms. [redacted] chose to add the Simple Choice 6GB data feature to the line ending in [redacted] which provides high speed data at up to 4G/LTE speeds and 6GBs of Smartphone Hotspot (“SMHS”) for $15.00 per month plus applicable tax. Ms. [redacted] elected to add the Stateside International feature to mobile numbers ending in [redacted] and [redacted] at a cost of $10.00 per month plus applicable tax; and mobile number ending in [redacted] at a cost of $15.00 per month plus applicable tax. Ms. [redacted] chose to add the JUMP! feature to mobile numbers ending in [redacted] and [redacted] at a cost of $12.00 per month plus applicable tax; and Device Protection on mobile number ending in [redacted] at a cost of $7.00 per month plus applicable tax. Additionally, Ms. [redacted] added the Caller Tunes feature and Name ID feature at cost of $5.00 per month plus applicable tax for each feature to mobile number ending in [redacted]. Therefore, Ms. [redacted]’ monthly recurring charges are $191.00 per month plus applicable taxes, fees, and any added charges such as equipment.
T-Mobile records indicate the mobile number ending in [redacted] was activated on November 23, 2007. Our records reflect this mobile number is the line of service with the added data feature as mentioned above at a cost of $15.00 per month. Please be advised that on August 26, 2016, T-Mobile records indicate Ms. [redacted] called in to Customer Care and added the data feature to the account. It is important to note that Ms. [redacted] was granted account access due to verifying the last four numbers of the Billing Responsible Party’s (“BRP”) social security number. Pursuant to T-Mobile policy, any authorized party on the account may add or remove features to the account.
T-Mobile records indicate that on August 27, 2016, Ms. [redacted] activated the mobile numbers ending in [redacted] and [redacted] which are Mobile Internet ("MI") lines with a T-Mobile Third Party Reseller. Records indicate the mobile number ending in [redacted] was never used. Our records indicate both lines of service were cancelled on August 6, 2017.
Nevertheless, upon reviewing the account and in an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile applied an account credit totaling $387.48 which was the cost she has incurred for the aforementioned lines of service and data feature. The account currently reflects a balance of $61.16 which is due on August 27, 2017. Should Ms. [redacted] have any questions or concerns in regard to her account or the information provided, she may contact me at the number listed below. Additionally, as Ms. [redacted] is currently enrolled in the 6GB data feature on mobile number ending in [redacted], if she would like to remove this feature; she may contact Customer Care at 1-800-937-8997 or via www.myT-Mobile.com.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

June 26, 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 11, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction.
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 retail location and Customer Care.
T-Mobile regrets any concerns that Ms. [redacted] May have experienced regarding her account. T-Mobile records confirm that on May 30, 2017, Ms. [redacted] activated service with mobile numbers ending in [redacted] and [redacted]. T-Mobile records indicate that on May 30, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 7 Plus.
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 meets her 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. Please be advised that T-Mobile does not charge activation fees. However, there is a $20.00 SIM starter kit that customers are required to pay at the time of activation.
Please be advised that T-Mobile charges a tiered restocking fee to offset the cost of processing and restocking the equipment based on the device type: $75.00 for advised data-focused devices, $50.00 for Smartphones, and $25.00 for phone-first devices and laptop sticks. It is important to note that the terms of the restocking fee are disclosed on the receipt at the time of purchase.
T-Mobile records confirm that Ms. [redacted] canceled her account on June 2, 2017, when she ported her mobile number ending in [redacted] to another service provider and requested to cancel the line ending in [redacted]. Ms. [redacted]’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Accordingly, Ms. [redacted] was billed through June 2, 2017.
Our records show that on June 2, 2017, T-Mobile credited $268.50 as a gesture of goodwill leaving the account with a credit balance of $268.50. To amicably resolve this matter, on June 23, 2017, T-Mobile refunded $268.50 to Ms. [redacted]’s financial institute which will be deposited within one to three business days.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

July 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset. Our records confirm that in an effort to resolve Ms. [redacted]’s concerns presented in your file number [redacted], on October 20, 2014, T-Mobile provided her a Samsung Galaxy Avant handset at no cost to her. Included with this device was a one-year Limited Warranty provided by the manufacturer of Ms. [redacted]’s device. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program 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, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records confirm that Ms. [redacted] participated in our Handset Exchange Program for the Samsung Galaxy Avant on September 16, 2015, and again on June 29, 2016. A replacement handset was sent to Ms. [redacted], and our records confirm that it was delivered to her on July 6, 2016. Regrettably, Ms. [redacted] has reported that the replacement handset has experienced additional handset issues. Please note that Ms. [redacted] is eligible to process a Handset Exchange Program order. Additionally, Ms. [redacted] may purchase a new handset of her choosing. It is important to note, however, that T-Mobile no longer subsidizes handsets, and as such, should Ms. [redacted] choose to purchase a device, she may purchase the device at full cost, or via our handset Equipment Installment Plan program or JUMP! On Demand lease program. However, in an effort to amicably resolve Ms. [redacted]’s concerns, on July 13, 2016, T-Mobile provided Ms. [redacted] with a Samsung Galaxy J7 handset at no cost to her. This device has been sent to Ms. [redacted] via UPS Express shipping, and she can expect to receive the device within three to five business days. T-Mobile regrets any inconvenience Ms. [redacted] 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. Chris P[redacted] Executive Response

May 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 May 8, 2017, regarding the above-referenced account.
T-Mobile regrets that we have been unable to respond to Ms. [redacted]’s concerns to her satisfaction. However, after additional review of her account and in appreciation for her continued business, T-Mobile has sent her a new Samsung J7 to the address provided to your office. This handset was sent at no charge and Ms. [redacted] may also keep the Samsung On5 that she has in her possession. Ms. [redacted]’s new Samsung J7 was sent out on May 18, 2017 and will be delivered via UPS within five to seven business days. T-Mobile would suggest that the new SIM card included in the box be activated to replace her existing SIM card. Should Ms. [redacted] need assistance with the activation and set up of her new device, she should contact Customer Care at 800-937-8997 and request to speak with Technical Care. We regret any inconvenience to Ms. [redacted].
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

June 23, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2015, regarding the above-referenced account.  We are pleased to advise that we have successfully contacted Ms. [redacted] and have resolved the matter to her satisfaction. Please be advised that as part of T-Mobile's Un-carrier strategy when establishing new services with T-Mobile, customers are not charged an activation fee.  However, since not all channels or locations can execute fully on the Un-carrier strategy, there are rare instances where customers will be subject to a $35.00 activation fee.  Our records confirm that on June 12, 2015, Ms. [redacted] contacted T-Mobile Telesales Department, at which time she purchased a Samsung Galaxy S3 device and prepaid activation kit. At the time of her purchase, Ms. [redacted] was not assessed an activation fee; however, our records confirm she selected to pay the addition cost of $11.99 to ensure next business day delivery for her new equipment.  Based on the timeframe that Ms. [redacted]’s order was completed in, unfortunately the United Parcel Service (UPS) was unable to ship the device the same day that the order was placed.  As a result, the equipment was not shipped until the next available business day, Monday, June 15, 2015.  Our records further confirm that on June 16, 2015, Ms. [redacted]’s order was successfully delivered by UPS to her residence. In an effort to amicably resolve the matter, on June 19, 2015, T-Mobile activated Ms. [redacted]’s Pay-As-You-Go prepaid account.  Additionally, a courtesy credit in the amount of $66.00 was applied to her 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]’s recent contact with our Telesales Department.  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 the address below or [redacted]Very truly yours,T-MOBILE USA, INC.Emilio S[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
I have already sent back the package and am still waiting for my money to be returned on my discover card that was charged for the taxes.Attached is the tracking showing the package delivered to tmobile. 
The reply from T-Mobile didn't address the issue of my billing adjustments. How can so many tmobile reps get it wrong? How can I be told it will be 75 multiple times by multiple reps and then get charged over one hundred for one month? When I was only on a 6 GB plan? The other line I canceled right away within one or two days. I paid for that sim card in store for the  activation. I get it I had jump for the month , I'll take that. But it doesn't add
Iup. And no one seems to be able to explain it on T-Mobile side. 
 
I want my billing adjustments to be correct, and credited back to what it's supposed to be. I also would like my account to be updated and show the lines are canceled and the phones have been returned. I would also like my cc to have the 66 refunded.
Sincerely,[redacted]

October 4, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 27, 2016, regarding the above-referenced account. 
 
We regret to hear that [redacted] is having any complications with their device. T-Mobile records indicate that on September 23, 2015, the [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Stylo.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. 
 
At the time of purchase, they were not required to make a down payment; however, they agreed to pay for the taxes on the full retail price.  The [redacted] then agreed to a series of 24 monthly installments in the amount of $12.09, which appeared on the first bill following the purchase of the device. 
 
By purchasing T-Mobile equipment, [redacted] received a one-year Limited Warranty provided by the manufacturer of their device.  During the Limited Warranty period, [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 new to like new, 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 September 16, 2016, a handset replacement was ordered for the [redacted]’s non-working handset, and it was shipped to them on September 17, 2016.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. 
Although, it was disclosed and accepted by the [redacted] to complete the handset exchange and return the defective unit, T-Mobile is willing to allow them to keep the defective device and waive the non-return fee; however we will need to block the International Mobile Equipment Identifier (“IMEI”) from being able to be used.
 
Should the [redacted] prefer to return the like new replacement that was ordered on September 16, 2016, as a one-time courtesy T-Mobile is willing to provide our customer with a brand new replacement device, the LG Stylo2, at no cost. In exchange our customer would be required to return both the defective LG Stylo as well as the like new replacement device ordered on September 16, 2016. However, it is important to note that going forward should our customer’s device need to be replaced through our limited warranty program, as indicated above, a new or like new device will provided in exchange for their non-working device.
 
If the [redacted] would like to take advantage of either of these offers, they may contact me directly in writing at the address listed below. T-Mobile will leave both options open for a period of 30 days from the date of this letter.
 
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.
 
Christina S[redacted]
Executive Response

September 18, 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 12, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced with her estimated monthly recurring charges. Furthermore, T-Mobile regrets to hear that Ms. [redacted] has experienced coverage issues in her home. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors that may interfere with actual service, quality, and availability T-Mobile records confirm that on August 4, 2015, Ms. [redacted] activated the above referenced account and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB Data rate plan for $100.00 per month with mobile numbers ending in [redacted] and the mobile number ending in [redacted] as an added-on-line to the account for an additional $20.00 per month. This rate plan provides Ms. [redacted] with unlimited talk, text, and internet with 4G speeds up to 10GB to each mobile number on the account. Please note that on August 5, 2015, Ms. [redacted] ported her mobile numbers ending in [redacted] from a different carrier to replace mobile number ending in [redacted] respectively. T-Mobile records indicate that on August 4, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three (3) iPhone 5s 16GB of memory Certified Pre-Owned devices. As the devices were purchased on EIP, Ms. [redacted] was not asked to make a down payment; yet, paid $75.96 for the taxes on the full cost of the devices and agree to a series of 24 monthly installments in the amount of $36.48. Based on the above, Ms. [redacted] estimated monthly recurring charge is of $156.48 including her EIP monthly installment and before applicable taxes and surcharges. Upon receipt of your correspondence, T-Mobile reviewed Ms. [redacted] home billing address and determined that Ms. [redacted] can expect to receive satisfactory coverage with indoor limitations. In addition, services are functioning within expected parameters in her area. Although we do not wish to lose Ms. [redacted] as a customer, we understand that T-Mobile may not be able to provide the service that is best for her while at home. Therefore, T-Mobile is willing to allow Ms. [redacted] to return her devices. In exchange, T-Mobile will credit any remaining EIP balance obligations, provided that Ms. [redacted] returns her devices to T-Mobile in like-new condition free from any physical or liquid damage. Should Ms. [redacted] accept this offer, she may return the devices directly to my attention within 30 days of the date of this letter to the following address: Executive Response Attention: Aida A[redacted] Albuquerque, NM 87107 T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipment. In addition, we request that Ms. [redacted] includes her T-Mobile account information with her devices to ensure proper credit. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

June 16, 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 10, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] associated to the 2016 LG Tablet Bundle. From June 1, 2016, through June 6, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms. [redacted], who could receive 50% off the LG G Pad or LG G Pad X via rebate when they purchased any new LG V10, LG G4, or LG G5 and a new LG G Pad or LG G Pad X through our 24 month Equipment Installment Plan (“EIP”).   Our records reflect that on June 1, 2017, Ms. [redacted] purchased two LG K7 devices and two LG G Pad’s through EIP. At the time of purchase, she was not required to make a down payment; however, she agreed to pay $149.53, which is for the taxes on the full retail prices of the equipment and two SIM Starter Kits for her two new mobile internet lines of service with mobile numbers ending 4062 and 5851.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $39.00 for all four devices, which appeared on the first bill following the purchase of the equipment.   As Ms. [redacted]’s purchase did not meet the promotion requirements, she was not eligible for the rebate. We apologize for the inconveniences this has caused.   Nevertheless, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has issued a credit in the amount of $479.98 for both of the LG G Pad purchases. The adjustment was applied towards the outstanding EIP balances on the account, closing the EIP as paid in full, and the residual of $52.13 was applied as account credit which will be applied towards her June 10, 2017, billing statement, leaving a balance due of $118.17 for Ms. [redacted]’s July 3, 2017 due date. Please note that on June 14, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction.   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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

June 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile 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 June 17, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is the business [redacted]., and that [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] has experienced with his coverage. It is important to note that there are many factors that can affect service quality and availability, and as such, T-Mobile is unable to guarantee coverage in all areas. T-Mobile previously reviewed the Personal Coverage Check tool for Mr. [redacted] area; T-Mobile shows that he should expect satisfactory 4G LTE coverage at his home address.
It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding coverage prior to February 1, 2017. At that time, we engaged our engineering team to review Mr. [redacted]’ address. Based on our engineering findings, it was confirmed that service in the area is fair. Please note that we are currently working on upgrading one of the sites in this area to improve coverage; however, this is a process that may take up to six months to complete. In an effort to provide Mr. [redacted] with better voice and data connections while at home, T-Mobile provided him with a LTE 4G CellSpot. Please note that CellSpot are T-Mobile owned devices and should be returned to T-Mobile upon cancelation of service, as to avoid a non-return fee.
Additionally, on February 1, 2017, T-Mobile issued a one-time courtesy credit of $150.00 for any inconvenience regarding coverage to the account. The account was left with a remaining balance of $80.00, which was paid in full by Mr. [redacted]. At that time, Mr. [redacted] was advised that the account is on a month-to-month agreement with no contractual obligation, which means, if Mr. [redacted] is not satisfied with the service he is receiving from T-Mobile, he is free to pursue another provider that might better suit his needs. Of course, if Mr. [redacted] does not wish to cancel his T-Mobile service, he is not obligated to do so. However, should Mr. [redacted] continue to experience service concerns, no further credits would be issued for coverage concerns as the service is working as expected.
T-Mobile reviewed the billing statements dated from March 7, 2017, through June 6, 2017, and over the course of those four months, Mr. [redacted] used a total of 4,517 minutes with calls as long as 120 minutes, sent and received a total of 2,059 text messages and used a total of 71.58 GBs of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider all charges billed to the account valid and owed.
On June 19, 2017, T-Mobile spoke to Mr. [redacted] and advised of the above. As an additional courtesy to Mr. [redacted], T-Mobile issue one-time credit in the amount of $200.00 updating his account balance to $314.35. Again, Mr. [redacted] was advised that if he elected to continue with his T-Mobile service that no additional credits would be applied as his coverage concern have been addressed.
Mr. [redacted] then entered into a JUMP! On Demand (JOD) lease for an iPhone 7 Plus 128GB handset for his mobile number ending in 5500. JOD is a lease, not purchasing option. Mr. [redacted] made payment in the amount of $162.42 for the capital cost reduction and applicable taxes based upon his credit and choice of device. Please be advised that Mr. [redacted] agreed to 18 monthly lease payments in the amount of $28.00 plus taxes with the option to purchase after 18 months for one payment of $216.00 plus tax.
It is important to note that T-Mobile advised Mr. [redacted] that if he was not satisfied with his coverage or if the handset does not meet his needs, he has a 20 day return period in which he would be able to return the handset to the original point of sale for a refund or exchange and, if requested, cancelation of the service and the applicable JOD lease entered into at the time of the original purchase. Mr. [redacted] accepted this as a full resolution and did not have any additional concerns.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Robert R[redacted] Executive Response

August 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 August 1, 2016, regarding the above-referenced 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 inconvenience that Mr. [redacted] may have experienced regarding the final billing on his T-Mobile account. T-Mobile records indicate that on May 23, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG Stylo handsets. 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 his personal credit history at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to pay for the taxes on the full retail price of both handsets. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $12.08 per handset. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records confirm that Mr. [redacted] canceled his account on July 1, 2016 when he ported his mobile numbers to another service provider. As such, when the account was canceled on July 1, 2016, the remaining EIP balance of $265.76 was accelerated and posted to the final billing statement dated July 19, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. On June 19, 2016, T-Mobile generated a billing statement in the amount of $123.97 that was due to T-Mobile on July 11, 2016. This billing statement consisted of monthly access charges for service provided from May 19, 2016 to June 18, 2016, EIP, and all applicable taxes and fees. As payment was not received timely the account became past due. On July 19, 2016, T-Mobile generated Mr. [redacted]’s final billing statement in the amount of $381.95 that was due to T-Mobile on July 11, 2016. This billing statement consisted of monthly access charges for service provided from June 19, 2016 to July 18, 2016, the above mentioned accelerated EIP balance, and all applicable taxes and fees. As payment was not received timely the account became past due. Combined with the previously billed amount the total outstanding account balance reflected $505.92. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through July 18, 2016. On July 21, 2016, Mr. [redacted] remitted a partial payment in the amount of $123.97 which posted to the account balance and reduced the outstanding balance to $381.95. Please note that on July 28, 2016, Mr. [redacted] remitted an additional payment in the amount of $381.95 which posted to the account balance reducing the outstanding account balance to zero. However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on August 8, 2016, T-Mobile requested that Mr. [redacted] be issued a refund in the amount of $71.82 for the pro-rated charges he incurred from July 1, 2016 to July 18, 2016. Please note that this refund request was forwarded to Citibank to be disbursed as a prepaid debit card. It is further important to note that it can take seven to ten business days for the refund to be received. Should Mr. [redacted] have any additional questions about his refund he may contact Citibank directly at 1-800-522-7458. Mr. [redacted]’s account currently remains closed and reflects a zero balance due. 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 1-877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response