T-Mobile Usa Inc

May 2,
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 April 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with his pre-order for his Samsung Galaxy ST-Mobile records confirm that the Samsung National Pre-order offered new and existing customer who pre-order a qualifying Samsung Galaxy Sor SPlus, with a free Samsung Gear VR with controller plus $Oculus bonus contentIn addition, for $more, customers can upgrade the offer to include a 256GB SD card and premium headphones by AKG, while supplies lastWe regret if Mr*** was provided with misinformation regarding the premium headphones by AKG
In an effort to amicably resolve this matter, on May 1, 2017, T-Mobile applied a courtesy credit of $to Mr***’s account so that he may purchase his own headphonesMr*** accepted this as a resolutionAs of May 1, 2017, Mr***’s account balance is $64.51, which consists of his remaining monthly recurring chargesT-Mobile regrets any inconvenience to Mr*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

July 18, 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 July 7, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Mr***’s concerns have been resolved to his satisfactionT-Mobile regrets any continued concerns Mr*** experienced in regards to his refundPlease note that T-Mobile’s Executive Office attempted to reach Mr*** on his mobile number ending in *** on June 30, 2016, July 5, 2016, and July 7, Unfortunately, our attempts were unsuccessfulOn June 30, 2016, T-Mobile issued a refund in the amount of $240.09, in the form of a prepaid refund card, to Mr***’s billing address on fileOn July 15, 2016, T-Mobile successfully reached Mr***Upon speaking with Mr***, T-Mobile determined that he received the refund card on July 13, Mr*** has accepted this as a resolution to his concernsMr***’s 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, INCDiana J*** Executive Response

October 19, 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 October 11, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Ms***’s concerns have been resolved to her satisfactionT-Mobile regrets any inconvenience Mrand Ms*** experienced regarding their most recent visit to our retail locationPlease 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 Mr***’s recent contact with our retail locationOn September 16, 2016, Mr*** purchased an LG Kdevice at the full retail price of $It is important to note, at of the time of purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if it met his needsIf 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 Equipment Installment Plan (“EIP”) entered into at the time of the original purchaseT-Mobile records confirm that Mrand Ms*** returned to the retail location on September 29, 2016, which was within the day return period, to report the issues that were experienced with the LG KDue to an inadvertent error, T-Mobile processed a handset exchange for Mr***’s LG K10, rather than allowing Mrand Ms*** to return the equipment for a refund in fullBy purchasing T-Mobile equipment, a one-year Limited Warranty is provided by the manufacturer of the deviceDuring the Limited Warranty period, Ms*** may replace eligible devices using T-Mobile’s Handset Exchange Program or by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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 damageOn October 12, 2016, a refund in the amount of $was given to Mrand Ms***Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at T-Mobile.comAs stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).” Upon speaking with Ms*** on October 18, 2016, she advised that Mr*** opted to purchase a non-T-Mobile device through a third party venderMs*** advised that the total amount that was paid for the non-T-Mobile device totaled $In an effort to amicably resolve Mrand Ms***’s concerns, T-Mobile agreed to refund $for the non-T-Mobile handsetMs*** should expect to receive the electronic refund within the next two to three business daysIn addition, T-Mobile has placed a credit on the account in the amount of $for the Assisted Service fee that was paid at the time of purchaseT-Mobile customers have several self-serve options available and encourage all of our customers to take advantage of the self-serve options in order to avoid additional charges such as the Upgrade Support ChargeThe Upgrade Support Charge totals $and is assessed to an account, should a customer elect assistance when upgrading their handsetThe account has a credit balance of $as of today’s dateBased 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, INCLupe C*** Executive Response

January 31, 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 20, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with unlocking his deviceDevice unlock codes are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on January 11, 2017, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in However, at that time the device was not eligible for a Mobile Device Unlock code as the device had not been utilized on Mr***’s account for at least days per our Mobile Device Unlock policyNevertheless, in an effort to amicably resolve this issue, T-Mobile approved Mr***’s request to unlock his ZTE deviceTo unlock his ZTE device, Mr*** may follow the instructions belowFrom the App tray, tap Device UnlockTap ContinueWait while the device connects to the server.Choose the desired device unlock type: •Permanent Unlock •Temporary Unlock (Temporary unlocks must be performed with a mobile data connectionwill not work) Wait while the device requests the unlockIf successful, restart the device to apply the settingsIf you do not restart the device, you will have a persistent alert in the notification trayIf you completed a Permanent Unlock, the application will disappear from the device app listIf you completed a Temporary Unlock, you must wait for it to expire before attempting a permanent unlock 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, INCBrian W*** Executive Response

October 27, 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 October 14, 2017, regarding the above-referenced account. T-Mobile regrets any misunderstanding to Ms*** regarding T-Mobile’s Contract Freedom program. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s visit to our retail location As Ms*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful Please be advised that there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The 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 device. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile account. Upon review, T-Mobile was unable to find a record of Ms*** submission In an effort to amicably resolve this matter, On October 20, 2017, T-Mobile contacted Ms*** and offered an extension of the original offer to reimburse for her Carrier Freedom provided that she submit her final bill showing the amounts of her final device billed out chargesMs*** accepted this offer and agreed to submit her final bill directly to our office. T-Mobile regrets any inconvenience to Ms*** and looks forward to resolving this directly with her 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 Alyssa K*** Executive Response

Please disregard my earlier email regarding ID ***I just received a call from Brian informing me that the credit balance is zeroThe issue has been resolved
--
From,
***

February 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 February 16, 2017, regarding the above-referenced account
T-Mobile regrets any confusion experienced by Ms*** regarding her now closed T-Mobile account and a recent bill statement
As indicated in our previous response to your office, T-Mobile agreed to cancel Ms***’s T-Mobile mobile numbers ending in *** and ***Furthermore as notated in our response dated January 13, 2017, Ms***’s final billing statement would generate on February 3, As such, T-Mobile created a follow up on February 7, to credit Ms***’s final balancePlease note Ms*** was still sent her final bill statement in the amount of $which was dated February 2,
However on February 7, 2017, as part of our original response, T-Mobile applied a credit in the amount of $Ms***’s account remains closed with a zero balanceMs*** may disregard the final billing statement dated February 2,
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
Martin G*** Executive Response

July 14,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
*** *** *** ***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 1, 2017, regarding the above-referenced phone numberT-Mobile is pleased to report that Mr***’s concerns have been addressed and resolved
We regret any coverage issues Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile is always working to improve its coverageAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Mr***’s account and based on the coverage map, confirms that his account address is in a good coverage areaPlease note that at the time the site is congested
As a gesture of goodwill and in an effort to amicably resolve this matter, on July 14, 2017, T-Mobile issued a refund to Mr*** in the amount of $to the bank account that he providedMr*** should receive this refund within the next three business daysT-Mobile respectfully declines Mr***’s request of receiving additional goodwill creditsT-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
Mercedes V***
Executive Response

September 15, 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 September 10, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experience with her T-Mobile accountOur records indicate on June 30, 2016, Ms*** activated her account with three lines of serviceTwo of the lines of service were ported in from Ms***’s previous carrier and the third line was activated as a new numberMs*** also took advantage of our Equipment Installment Plan (“EIP”) program to purchase two ZObsidian ZTE devices priced at $eachRegrettably, on July 8, 2016, Ms*** cancelled the lines of service ending in *** and *** by porting out her numbers to a different carrier, but left the line of service ending in *** active which caused Ms***’s account to continue to accrue new chargesMs***’s balance of $consists of $for charges incurred from July 2, 2016, to August 1, and $for charges incurred from August 2, 2016, to September 2, Further review shows on September 9, Ms*** requested to have the line of service ending in *** cancelledAs Ms***’s account was cancelled, the balance of $for each of her devices on EIP was accelerated and will be billed to Ms***’s next month’s statementHowever, our records confirmed the devices in question were returned to T-Mobile on July 19, As such, in an effort to resolve Ms***’s concerns, on September 14, 2016, T-Mobile applied a credit of $to bring her account balance to a total of zeroFurthermore, T-Mobile has also applied the credits of $for the two ZObsidian ZTE devices that were returnedT-Mobile will also follow up on Ms***’s account to credit any final charges that may be incurredMs***’s 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

September 13, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 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 30, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that this matter may have caused Ms*** and appreciates the opportunity to respond to her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care T-Mobile records confirm on June 24, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SPlus 64GB handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsAccordingly, Ms*** was asked to make a down payment in the amount of $70.00, plus applicable taxes and shipping costs and agree to a series of monthly installments in the amount of $31.00. T-Mobile records reflect the total down payment made was $102.85. T-Mobile records confirm on June 26, 2017, Ms*** qualified for and took advantage of the EIP with the purchase of BEATSX earphones. Ms*** was not asked to make a down payment for the equipment, and agree to a series of monthly installments in the amount of $6.25. Please note that Ms*** made a payment in the amount of $for applicable taxes for the earphones T-Mobile records confirm the Samsung Galaxy SPlus 64GB handset was received at our return warehouse on July 19, 2017. T-Mobile closed the EIP associated with the return handset on August 8, 2017, additionally, the two monthly EIP charges totaling $was credited back to the account. Additionally, T-Mobile has closed the EIP associated with earphones on September 8, 2017, and applied a credit in the amount of $to the account for two monthly EIP charges applied. On September 8, 2017, T-Mobile applied a credit in the amount of $directly to the account balance, as requested by Ms*** in the correspondence to your office. Ms***’s account remains active with a balance of $due on September 22, 2017. T-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 attention. Should you have any further questions, please feel free to contact me at 844-213-ext***. Very truly yours, T-MOBILE USA, INC. Melyssa G*** Executive Response

April 6,
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 March 22, 2017, regarding the above-referenced account
T-Mobile regrets any concerns that Ms*** may have experienced regarding her device trad-inT-Mobile currently offers a traprogram and customers may be eligible to trade in their device for credit towards a new equipment purchase or a current outstanding Equip Installment Plan (EIP) balancesPlease be advised, in most retail stores, a representative can evaluate a customer’s traand provide customers with a quote and credit amountThe representative will evaluate the customer’s device for qualification and, if customers agree to the terms, they will be able to hand in their old device and receive credit toward a new one
T-Mobile records confirm that on February 2, 2017, T-Mobile received Ms***’s iPhone 6strade-insRegretfully, iPhone 6s with IMEI *** was not accepted due to LCD damageHowever, on March 22, 2017, T-Mobile credited the account in the amount of $leaving the account with a credit balance of $
Please be advised that on March 25, 2017, Ms*** confirmed that this matter has been resolved
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
Chris L***
Executive Response

Complaint: ***
I am rejecting this response because:LIARS!!I have emails and texts and also the MY T mobile page where they contact me through.I only get other notifications about T Mobile and my accountNever tried to contact me about resolving any issues.Nice try T Mobile!There is no way to take advantage of the direct pay savings because every month we are overchargedThat would give them the right to steal.I am in the store every month, the salesman know me by name and as soon as I walk in they look up my account, see the overcharge, and start making the calls to fixSince they wont come through with Teacher discount like we were promised and they keep overbilling our account, I will be seeking legal action. I will be getting our monthly bill soon and I will have to start the monthly process of getting the bill fixed to what we were told we would be billedNice damage control T MobileTry and lie your way out of it. Will not work with Me!Nice damage control T Mobile! How many other people are you promising discounts to? How many other people are you overcharging?
Sincerely,
*** ***

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 will clarify, just for other users to seeThere were several attempts to cancel the order prior to 10/3/There were a total of calls on the same issue, where each person had a slightly different reason as to why the order could not be cancelled
The fact that T-Mobile found only record of me calling for that matter shows that T-Mobile has an issue with improper, poor or missing documentationI hope in the future, this will be addressed
Thank you for all of your help
Sincerely, *** ***

March 29,
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 March 19, 2017, regarding the above-referenced account
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 Customer Care
T-Mobile records confirm that Ms*** has three mobile numbers and is subscribed to our T-Mobile ONE Plus Promo lines for $without AutoPayAutoPay is a free service that allows T-Mobile customers to pay their bills automatically every month with a credit or debit cardMs*** is also subscribed to our equipment protection for $per month on her mobile numbers ending in *** and ***Additionally, Ms*** is paying $for her lease payment on her Apple iPhone Plus with 32GB of memoryMs***’s monthly access charges would be $per month
In an effort to amicably resolve this matter, on March 27, 2017, T-Mobile applied a $courtesy credit to Ms***’s account for the misinformation and she will keep her T-Mobile ONE Plus Promo rate planAs of March 27, 2017, Ms***’s account balance is $and due on April 16, Ms*** will leave her credit balance of $on her account and it will go towards her next monthly billing statementT-Mobile regrets any inconvenience to Ms*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

July 31,
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 July 18, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with his T-Mobile handset upgradesT-Mobile records confirm that on August 6, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four Samsung On devicesAccordingly, Mr*** was asked to make a down payment in the amount of $plus applicable taxes and agreed to a series of 24-monthly installments in the amount of $for each deviceIt is important to note that any amount collected at the time of a device purchase or activation, such as a down payment, deposit, or capital cost reduction, is determined by several factors including device selected, individual account tenure, payment history, and personal credit information
Our records further indicate that Mr*** is participating in our Summer Smartphone on Us promotion and meets all eligibility requirementsAccordingly, Mr*** is receiving his monthly promotional credit of $for each of his devicesHowever, if Mr*** cancels his EIP, his promotional credits will stopPlease note Mr*** may have more than one EIP on his mobile numbersMr*** has an available equipment credit balance of $1,available on his account
On July 27, 2017, Mr*** was advised of our $Down for All programThe $Down for All is a program that allows all customers who pay their bill on time for twelve consecutive months the opportunity to be well-qualified
• Well-qualified customers will receive best pricing;
• Taxes are still applicable per EIP guidelines;
• Not all devices are offered as zero down, however they will receive best pricing when upgrading;
• Customer are still limited to available Equipment Credit Available; and
• Customers that have already been moved to well-qualified pricing will not be moved back to the former credit class if a future payment is missed
In an effort to amicably resolve this matter, on July 27, 2017, T-Mobile applied a courtesy credit of $to his account for his balanceMr*** understands that he must remit his payment for his account balance on the 27th of every month for the next nine months to qualify for the $Down for All ProgramAs of July 27, 2017, Mr***’ account reflects a zero balanceMr*** accepted this as a resolutionT-Mobile regrets any inconvenience to Mr*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

April 12,
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 March 31, 2017, regarding the above-referenced account
T-Mobile regrets any concerns to Mr*** with regards to his monthly billing statement and T-Mobile coverageAdditionally, we are sorry if when calling Customer Care Mr*** did not receive the world class customer service that T-Mobile prides itself on providing our customers with each and every contact
Please note that T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr*** is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr*** should expect satisfactory coverageUnfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weatherOutages and interruptions in service may occur, and speed of service variesDevices also have varying speed capabilities and may connect to different networks depending on technology
Please note that T-Mobile records reflect that on August 25, 2016, Mr***’s T-Mobile rate plan was changed to our Simple Choice four lines for $planT-Mobile regrets any inconvenience to Mr*** if this was not his intention
With regards to his billing statement and handset Equipment Installment Plan (“EIP”) payoff, our records indicate that on February 18, 2017, Mr*** remitted a payment in the amount of $to close out the EIP plans for his Samsung J7, LG Gand Samsung Galaxy ShandsetsIt is important to note that monthly EIP charges for these handsets totaling the amount of $were pending at the time of this payment and as such they were added to his upcoming billT-Mobile regrets any inconvenience to Mr***
On February 25, 2017, T-Mobile issued a billing statement with the due date of March 17, 2017, in the amount of $which included monthly access charges, taxes and fees from February 25, 2017, to March 24, 2017, in the amount of $200.54, the above-mentioned monthly EIP charges in the amount of $and a payment convenience fee in the amount of $
Please be advised that on February 28, 2017, pursuant to Mr***’s request, his rate plan was changed from our Simple Choice four lines for $plan, to our basic Simple Choice plan where he added Truly Unlimited data on his mobile phone lines ending in *** and *** at the total cost of $50.00, six Gigabytes (“GB”) of data on his mobile phone line ending *** at the monthly cost of $and two GB of data for his mobile phone lines ending in *** and 2467, at no additional costIt is important to note that the above changes raised Mr***’s monthly billing statement by the monthly cost of $which reflected on his upcoming bill
Please note that on March 2, 2017, T-Mobile issued a billing credit in the amount of $as gesture of goodwill updating Mr***’s balance to $On March 13, 2017, Mr*** remitted a payment in the amount of $updating his T-Mobile balance to zero
On March 26, 2017, T-Mobile issued a billing statement with the due date of April 17, 2017, in the amount of $which included monthly access charges, taxes and fees from March 25, 2017, to April 24,
On April 11, 2017, T-Mobile spoke with Mr*** and explained the above information and in an effort to amicably resolve this matter we offered our Select Choice plan for $a month which includes Unlimited Talk and Text for all lines on his account, Truly Unlimited Data for his phone lines ending in *** and *** for the total monthly cost of $a month and GB of data for his phone lines ending in ***, *** and *** for the total monthly cost of $Please note that as phone lines ending in *** and *** have insurance totaling the amount of $21.00, with changes noted above, Mr***'s monthly recurring charges are estimated to be $plus taxes and feesPlease note that the above changes will take effect on April 25,
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
Cesar R***
Executive Response

August 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 August 16, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***; however our attempts have been unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letterT-Mobile regrets any concerns Ms*** has had regarding exchanging her handsetT-Mobile records reflect that Ms*** purchased an LG Ghandset on July 25, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceT-Mobile honors this Limited Warranty and provides customers with an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramCustomers also have the option of a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program offered by T-Mobile, we 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 damageMs*** participated in T-Mobile’s Handset Exchange Program on June 16, Upon receipt we examined Ms***’ device and it was found to have sustained liquid damage, which is not covered under the warrantyIt is important to note that although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy; this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms*** at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetOur records confirm that based on the devices liquid damage, Ms*** was billed $to her T-Mobile accountAdditionally, Ms*** may to view the images of her Liquid damaged device at http://tmousimages.azurewebsites.net/, Ms*** will need to reference the devices order number ***It is T-Mobile’s position that Ms*** was accurately charged based on the devices liquid damageAlthough the charge is considered valid, as a gesture of goodwill T-Mobile can offer to issue a credit in the amount of $for one-half of the out-of-warranty feeShould Ms*** choose to accept our credit offer she may contact me directly at the number listed below no later than September 4, T-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 *** *** *** Very truly yours, T-MOBILE USA, INCLizette C*** Executive Response

May 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 April 26, 2017, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr*** in association to our Carrier Freedom PromotionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs, including early termination fees and equipment lease, as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices. Naturally, several requirements must be met in order to be approved for this offer In order to qualify for the reimbursement of early termination fees or equipment termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As 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 activity. Our records reflect that Mr*** submitted his final paperwork for his mobile number ending *** on March 15, 2015, and received a reimbursement for $on May 26, Our records reflect that Mr*** ported his number ending *** to a new service provider, leaving his account active with his remaining mobile internet line ending *** On January 2, 2017, our records further reflect that Mr*** returned to T-Mobile, restoring his voice line of service with mobile number ending ***Mr*** submitted a new Carrier Freedom submission on April 6, 2017, however as he had already been approved previously, he was not eligible for a second reimbursementIt is important to note that per the Terms and Conditions of the promotional offer that only “One offer per subscriber” is availableWe apologize for the inconveniences this has caused Mr***Although, our Carrier Freedom was already processed for Mr***’s number ending ***, as a courtesy and in an effort to amicably resolve his concerns, on May 5, 2017, T-Mobile offered to honor his second submission by issuing a prepaid debit card in the amount of $that will be sent to his billing address on filePlease note that it can take up to business days to receive the card 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 Christina S*** Executive Response

March 14,
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 March 6, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr*** satisfaction
T-Mobile sincerely regrets any inconvenience Mr*** has experienced regarding the billing on his accountT-Mobile records confirm that Mr*** upgraded to an Apple iPhone 6s Plus device using T-Mobile’s JUMP! on Demand (“JOD”) offeringUpon upgrading Mr*** took advantage of our iPhone promotion we were running and was to receive a $adjustment for the duration of the month leaseRegretfully, due to inadvertent issue Mr*** stopped receiving his promotional adjustments as of August
Additionally, in regards to Mr*** concerns regarding being billed for his free Mobile Internet lines, T-Mobile records confirm that Mr*** requested the two Mobile Internet lines ending in *** and *** be cancelled on February 7, Please note Mr*** was being billed $per month for each of the lines but as he had voice lines on his account he received a monthly $adjustmentDue to an inadvertent error on the billing statement dated February 24, 2017, Mr*** did not receive an adjustment for his Mobile Internet line charges
Lastly, in regards to Mr*** not receiving his free additional line of service, please note he is referring to our Friends and Family promotion which ran from November 18, 2016, through November 22, T-Mobile’s Friends and Family promotion offered two additional lines of service at no cost assuming the account meets the necessary qualificationsAs Mr*** is already on receiving our fourth line free promotion he would have needed to add two additional voice lines of service to receive one additional line of service for freeAs a result the mobile number ending in *** was billed $from activation on December 7, 2016, until cancellation on February 7, T-Mobile regrets if this was not explained to Mr*** during the time of activation
In an effort to amicably resolve this matter, on March 13, 2017, T-Mobile applied a credit in the amount of $for the costs incurred for his Mobile internet line discount not applyingAdditionally, on March 14, 2017, T-Mobile applied a credit in the amount of $for the eight months of Mr*** lease discount he has not yet received as a lump sum credit as well as the charges accumulated for his mobile number ending in ***Mr*** account now reflects a credit balance of $Upon speaking with Mr*** he accepted this as resolution to his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Zachary S***
Executive Response

Complaint: ***
I am rejecting this response because:I agree with every part of the response except the response about the requirements to activate a T-Mobile 'sim card'I'll appreciate if they could avoid a vague response about itwhether the IMEI of the phone is required or optional to activate a 'sim card' and not a deviceWe all should know that a device needs to be compatible with the network but my question is 'Specifically' about activating a sim card.We need to avoid confusions and be very straight forward.
Sincerely,
*** ***