T-Mobile Usa Inc

June 9, 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 June 7, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account and billing. T-Mobile records indicate Mr. [redacted] activated his account on October 31, 2013, with the line of service ending in [redacted]. Mr. [redacted] added a mobile internet line of service ending in [redacted] on November 13, 2014, followed by a second mobile internet line of service ending in [redacted] on February 16, 2014. On January 17, 2015, Mr. [redacted] added a voice line of service to his account, with the mobile number ending in [redacted]. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. On November 6, 2014, Mr. [redacted] utilized our Equipment Installment Plan (“EIP”) program with the purchase of a Samsung Galaxy Note 4 handset. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $31.24. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Mr. [redacted] participated in our EIP program again on November 13, 2014, with the purchase of a Samsung Gear S smartwatch. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $14.58. Mr. [redacted] used our EIP program again on January 17, 2015, with the purchase of a second Samsung Galaxy Note 4 handset. Mr. [redacted] was once again not required to remit a down payment, and agreed to 24 monthly installments in the amount of $31.24. T-Mobile records confirm that on March 25, 2016, Mr. [redacted] cancelled the line of service ending in [redacted] when he ported it to another provider. Ms. [redacted]’s line of service ending in [redacted] was cancelled on March 26, 2015, when he ported it to another provider. As the numbers were not ported out, both of Mr. [redacted]’s mobile internet lines of service remained active. On April 6, 2016, Mr. [redacted] remitted a payment to T-Mobile in the amount of $248.85, followed by payments totaling $570.00 on April 8, 2016, to close the EIPs active on his account. Mr. [redacted] cancelled the line of service ending in [redacted] on April 9, 2016. However, due to an inadvertent error, the line of service ending in [redacted] remained active. Mr. [redacted]’s billing statement dated May 10, 2016, reflected a balance owed in the amount of $40.40 for past due monthly access fees and applicable taxes for the line of service ending in 6975. On June 8, 2016, T-Mobile cancelled the line of service ending in [redacted] at Mr. [redacted]’s request. In an effort to amicably resolve Mr. [redacted]’s concerns, on June 8, 2016, T-Mobile issued a credit to his account in the amount of $40.40. Mr. [redacted]’s final billing statement will be available on June 11, 2016. Upon confirmation of the final billing statement, T-Mobile will issue a credit to Mr. [redacted]’s account, and it will remain closed with a zero balance. T-Mobile regrets any inconvenience Mr. [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

January 25, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 23, 2017, regarding the above-referenced account. T-Mobile regrets any continued concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on July 14, 2015, we mailed a Wi-Fi Cellspot Router to Mr. [redacted] to improve coverage at his billing address. Please note that these coverage devices are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $99.99 plus tax non-return fee that is assessed to the account. Further records confirm that on January 1, 2016, Mr. [redacted]’s account was assessed a non-return fee totaling $105.43 for the signal booster. As our previous response states, when Mr. [redacted]’s account was cancelled on December 17, 2015, the remaining Equipment Installment Plan (“EIP”) loan balance for his Samsung Galaxy Note 4, totaling $312.40 was assessed to his account. As a courtesy to Mr. [redacted], on January 10, 2017, we applied credits totaling $1,087.66 to his account for the monthly access charges and out-of-warranty fee which were assessed to his account. On January 11, 2017, the one-time collection fee was rerated and a credit of $267.03 was applied to Mr. [redacted]’s account. These credits reduced Mr. [redacted]’s final balance to $417.83. As Mr. [redacted] states in his correspondence, since payment was not received for the final EIP loan balance on his Samsung Galaxy Note 4, the device was blocked from use on our network. Although Mr. [redacted] advises that he no longer has the Samsung Galaxy Note 4 to return to T-Mobile, we can confirm that the Wi-Fi Cellspot Router was returned to our warehouse. As such, in an effort to amicably resolve this issue, T-Mobile applied a credit of $417.83 to Mr. [redacted]’s account to bring his final balance to zero. As such, Mr. [redacted]’s account has been removed from collections and any negative information reported to his credit file will be deleted within 90 days. Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted] was not satisfied with our previous correspondence to your office. As outlined in our previous correspondence, on August 11, 2015, Mr. [redacted] leased two Apple iPhone 6 Plus devices. Mr. [redacted] sent the two Apple iPhone 6 Plus devices to Apple for repair and Apple indicated he must provide proof of purchase in order for the devices to be returned to him.
Upon speaking with Mr. [redacted] April 25, 2017, he indicated he is in the process of unlocking the two Apple iPhone 6 Plus devices he sent for repair as a way to confirm with Apple proof of ownership. However, upon further speaking with Mr. [redacted] April 26, 2017, he indicated Apple cannot send the devices back as they would require proof of purchase documentation. T-Mobile advised Mr. [redacted] that we can assist with upgrading his phone lines, but we respectfully decline any discounts on new device purchases.
T-Mobile extended our offer of two replacement Apple iPhone 6 Plus devices sent from our office which Mr. [redacted] accepted as resolution. T-Mobile will send the devices to Mr. [redacted] unlocked as he requested. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted]
Executive Response

November 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 3, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to his handset upgrade. Our records indicate that on October 14, 2016, Mr. [redacted] upgraded to an Apple iPhone 7 and remitted a payment in the amount of $61.19 which included taxes in the amount of $54.20 and shipping charges in the amount of $6.99 and agreed to 24-monthly installments in the amount of $27.09. Our records confirm that the above handset was not delivered to Mr. [redacted] due to an inadvertent error during shipment. T-Mobile regrets any inconvenience to Mr. [redacted] with regards to this. Please be advised that records do not confirm that Mr. [redacted] remitted a payment of over $100.00 for the above upgrade. In an effort to amicably resolve this matter, on November 10, 2016, T-Mobile spoke with Mr. [redacted] and offered to send him an Apple iPhone 7 and to reduce the cost of this handset from $649.99 to only $324.99, and to waive overnight shipping and any applicable taxes. Mr. [redacted] declined the above offer and unfortunately requested to have his T-Mobile account cancelled. T-Mobile cancelled Mr. [redacted]’s account same day pursuant to his request. Please note that although Mr. [redacted] remitted a payment in the amount of $61.19 for his original upgrade, we refunded the amount of $100.00 to his original method of payment which he will receive within five 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. Cesar R[redacted] Executive Response

October 13, 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 October 8, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms. [redacted]. T-Mobile records indicate that on December 1, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 Plus. 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 monthly installments. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Ms. [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, 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 on March 5, 2015, a replacement handset was sent to Ms. [redacted]. We regret hearing that Ms. [redacted] is having difficulties with her replacement handset. T-Mobile would like the opportunity to have Ms. [redacted]’s handset replaced. T-Mobile requests that Ms. [redacted] contact us at the number listed below to discuss this matter further. 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

July 13, 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 July 6, 2015, regarding the above-referenced account. T-Mobile records indicate that on June 18, 2015, payment arrangements were made with Ms. [redacted] with regard to her outstanding balance. Ms. [redacted] requested a payment arrangement to pay her balance of $339.84 on June 26, 2015. This balance consisted of monthly access charges and all applicable taxes and fees for the billing period of May 27, 2015 to June 26, 2015 and was due to T-Mobile on June 19, 2015. At the time that this payment arrangement was agreed to, a future dated payment was also scheduled for the payment to be automatically withdrawn from Ms. [redacted]’s checking account. It is important to note that a reminder text message was sent to Ms. [redacted] on June 23, 2015, advising her that a payment in the amount of $339.84 was scheduled to be automatically withdrawn from her checking account on June 26, 2015. T-Mobile records also indicate that on June 26, 2015, Ms. [redacted] remitted an additional payment online at my.t-mobile.com in the amount of $339.84. As such, Ms.[redacted]’s additional payment also posted to the account paying her next month’s billing statement for monthly access charges and all applicable taxes and fees for the billing period of June 27, 2015 to July 26, 2015. This payment was due to T-Mobile on July 19, 2015. It is important to note that pursuant to T-Mobile policy, payments made with a checking account or debit card may be approved for a refund without a waiting period if the account has been open for at least six months and the account shows to have good payment history. However, refunds will be automatically declined if the payment has been posted less than ten business days and the account has had a returned payment in the last six months, or if the account has been active less than six months. Please be advised that our records indicate that Ms. [redacted] did contact T-Mobile on June 29, 2015, and again on July 2, 2015, requesting that the additional payment be refunded to her. However, these requests were declined due to the account being activated on February 26, 2015, which is less than the six month requirement, and the check payment that Ms. [redacted] remitted being posted to her account for less than ten days. Upon speaking with Ms. [redacted] on July 10, 2015, she confirmed that the transaction was successfully disputed through her financial institution, and that she was no longer showing two payments being deducted from her checking account. Ms. [redacted] also confirmed that she was charged two overdraft fees totaling $54.00. In an effort to amicably resolve this matter, on July 10, 2015, T-Mobile requested a refund in the amount of $60.00 for the overdraft fees that Ms. [redacted] was charged to be placed back into the checking account that she used to make her payment. Please be advised that this refund should be received by Ms. [redacted] within one to three business days. Should Ms. [redacted] have any additional questions about her refund she should contact her financial institution directly. Ms. [redacted]’s account currently remains open with a balance due on July 19, 2015, in the amount of $379.84 for monthly access charges and all applicable taxes and fees for the billing period of June 27, 2015 to July 26, 2015. Ms. [redacted] may contact customer care to discuss payment options at[redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:
Pre my attorney, you are not to be talking to. So I will not contact your legal department. I will share all documents information with them . It was illegal for communication to talk with from the start read the law. 
Sincerely,
[redacted]

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

[redacted] 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 April 11, 2017, regarding the above-referenced account. Please be advised that we have been in contact with Ms. [redacted] via email.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated her service on January 13, 2017 and attempted to take advantage of our Carrier Freedom promotion.
To begin with, our records reflect that Ms. [redacted] met all of the requirements for Carrier Freedom and that she was reimbursed a total of $578.10 on February 8, 2017. Regretfully, due to an inadvertent error, Ms. [redacted] did not receive the full amount for her device balances in the amount of $1,005.10. Furthermore, Ms. [redacted]’s submission did not include details of any early termination fees.
As we want to ensure that our customers are provided the best experience possible, T-Mobile reimbursed Ms. [redacted] via refund card in the amount of $472.00, thus fulfilling the terms of the Carrier Freedom promotion. We regret any inconvenience to Ms. [redacted] and we appreciate her patience during our resolution of this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

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

receipt of your correspondence dated June 5, 2017, regarding the above-referenced file number.
Upon review, T-Mobile has confirmed that this complainant is not a T-Mobile customer and that their concern is not in relation to any T-Mobile account. Mr. [redacted] is an Electronics Plus customer as conveyed in his correspondence to your office. As such, we respectfully request that you forward this correspondence to Electronics Plus for investigation and response.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Carolina F[redacted]
Executive Response

May 23, 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 10, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the Carrier Freedom reimbursement for her trade-in devices. As can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement which are available at https://www.switch2t-mobile.com. It is important to note that customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account.
Please be advised our records confirm although Ms. [redacted]’s account was activated on February 24, 2017, T-Mobile has not located an online submission that included her final billing statement from her previous carrier. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore we ask that she send our office a copy of her final billing statement from her previous provider so that we may review it for qualifying charges. Ms. [redacted] may send her final billing statement to my attention at:
Executive Response Team
Attn: Adrianne F[redacted]
P.O. Box 37380
Albuquerque, NM 87176-7380
or via email at:
[email protected]
Once Ms. [redacted]’s documentation is received, we will apprise her of our findings.
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.
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.
Adrianne F[redacted]
Executive Response

August 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017 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.
In Mr. [redacted]’s letter to your office he outlined concerns regarding the return of a Personal CellSpot Router. T-Mobile regrets any inconvenience this matter may have caused Mr. [redacted]. The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their Wi-Fi capable device. It is like having a tower in one's house and is now available at no additional cost. Only one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their home. The CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over Wi-Fi as compared to other network traffic which ensures consistent and clear quality phone calls. This router is available for our customers to use as long as they remain a T-Mobile customer.
T-Mobile records confirm that on July 14, 2017, the CellSpot Router was received at our warehouse. As such the CellSpot Router has been removed from Mr. [redacted]’s account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
James H[redacted]
Executive Response

June 13, 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. To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 1, 2016, regarding the above-referenced account. T-Mobile regrets losing Ms. [redacted] as a customer and any billing concerns she has experienced. T-Mobile records confirm that [redacted] canceled her account on April 7, 2016 when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd 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 April 22, 2016. On June 9, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $61.34 electronically to Ms. [redacted]’s bank account for the pro-rated charges incurred from April 7, 2016 through April 22, 2016. Please note that it may take one to three business days for the funds to appear depending on Ms. [redacted]’s bank. T-Mobile regrets any inconvenience to Ms. [redacted] and we look forward to serving her in the future. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his non-working handset. T-Mobile records reflect that on May 24, 2015, Mr. [redacted] purchased an Apple iPhone 6 Plus Silver handset with 16GB of memory. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’ account this warranty has been extended as he subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his 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, 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 Mr. [redacted]’ handset was exchanged through the Limited Warranty Exchange program on June 7, 2016, and January 29, 2017.
In an effort to amicably resolve the matter, on February 1, 2017, T-Mobile issued Mr. [redacted] a refund of $820.46 for the full retail cost of the above-mentioned handset. Mr. [redacted] has agreed to return the handset, within 30-days, in good working condition, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Mr. [redacted] has accepted this as a 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 attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: My new bill is STILL reflecting additional charges. I am STILL being charged for the JUMP program for the 2 cell phones that were fraudulently purchased in my name. Even with the "credit" you provided my bill is still over my normal monthly payment so as I log in to see my new bill I see I'm STILL being charged for these phones so NO my issue has not been resolved and I don't need to provide new info if my original issue still is not fully resolved. I cannot understand why I have go even go through Revdex.com to even get a response. If you as a company are wrong, you should fix it grief free and not ignore customers unless they report you to Revdex.com. Be a stand up customer service oriented company you so claim to be AND FIX MY ISSUE!!!!!
Sincerely,
[redacted]

April 19, 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 Pre-Paid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated April 15, 2016 regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] experienced in regards to receiving her rebate. Upon review of this matter, our records do not indicate that we received Ms. [redacted]’s proof of purchase; as such, the rebate request was denied and she was not sent the $50.00 rebate card. In an effort to amicably resolve the matter, on April 18, 2016, T-Mobile mailed Ms. [redacted] a $50.00 prepaid refund card in lieu of the mail in rebate. Ms. [redacted] will receive the prepaid refund card within seven to ten 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. Jimmie P[redacted] Executive Response

March 8, 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 23, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset. T-Mobile records indicate that on March 11, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge. 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 monthly installments.
By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Our records confirm that Mr. [redacted] is subscribed to the Premium Handset Protection (PHP) feature. Under the PHP, Assurant will provide a replacement handset of the same or equivalent model, with a deductible for damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage along with lost or stolen.
Please be advised that in order to ensure customers are receiving their replacement handsets within a timely manner, should a specific color be unavailable due to low inventory a different color of the same model/memory may be sent.
As we want to ensure that our customers are provided the best experience possible, on March 1, 2017, T-Mobile offered to replace Mr. [redacted]’s Gold Samsung Galaxy S7 Edge 32 GB with a Black one. Mr. [redacted] has agreed to and accepted our offer and is aware that he will have to return the gold device to T-Mobile’s executive office.
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

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. Many thanks! The rep from T-Mobile called me last week to say that cell service was out in my area due to work on a tower. I should (and will) receive a refund from T-Mobile in the form of a credit card in apx. 10 business days.Sincerely, [redacted]

July 1, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 correspondencedated June 24, 2015, regarding the above-referenced account.   T-Mobile recordsconfirm that Ms. [redacted] canceled her account on April 20, 2015, when sheported her mobile number ending in [redacted] to another service provider.  Ms. [redacted]’s billing cycle ran from the 19thof one month to the 18th of the following month.  Pursuant to T-Mobile policy, customers may bebilled through the end of their current billing cycle if they cancel theirservice mid-cycle.  Accordingly, Ms.[redacted] was billed through May 18, 2015. As a courtesy to Ms.[redacted] and in an effort to amicably resolve this matter, T-Mobile issued acredit to the account in the amount of $88.13 for the charges billed on Ms.[redacted]’s final billing statement dated May 19, 2015.  Therefore leaving Ms. [redacted]’s accountclosed with a zero balance.  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Aida A[redacted]Executive Response

February 21, 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 7, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced with regards to the cancelation of her T-Mobile account. As Ms. [redacted]’s account was billed by a system known as “bill current”, Ms. [redacted] was sent a billing statement dated February 22, 2017, for services from January 21, 2017 through February 20, 2017, which totaled $32.90. Due to an inadvertent error, Ms. [redacted]’s account was not canceled during the time frames in which she requested cancelation of the account.
T-Mobile records conform that Ms. [redacted]’s account was canceled on February 1, 2017. As Ms. [redacted] cancelled her service in the middle of the billing cycle, her final billing statement should be created and mailed to her after February 24, 2017. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has agreed to place an adjustment toward the account in the amount of $32.90, bringing the account to a zero balance. Ms. [redacted] will no longer be financially responsible for the account balance as T-Mobile will ensure that the account remains closed with a zero balance. T-Mobile regrets any inconvenience caused 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.
Lupe C[redacted] Executive Response