T-Mobile Usa Inc

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September 28, 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 September 25, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’ concerns regarding her Samsung Galaxy S7 Edge handset. Our records confirm that on May 26, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 Edge device with our Equipment Installment Plan (“EIP”) offering. Included with Ms. [redacted]’ purchase, T-Mobile provided a 14 day return period which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange.
Additionally, T-Mobile provided Ms. [redacted] with a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is 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. Regretfully, as Ms. [redacted]’s has indicated that her Samsung Galaxy S7 Edge device has sustained physical damage, which is not covered by the Limited Warranty, she is not eligible to participate in the Handset Exchange Program.
However, it is important to note that at the time of purchase, Ms. [redacted] enrolled in the optional equipment protection insurance for her device, provided by Assurant. Please note that Assurant requires that customer pay a pre-determined deductible in order to obtain a replacement handset. Therefore, T-Mobile recommends that Ms. [redacted] file an insurance claim with Assurant to receive a replacement device. Alternatively, Ms. [redacted] may contact the manufacturer of her device directly for repair or replacement options.
In an effort to amicably resolve this matter, T-Mobile will agree to accept Ms. [redacted]’ handset outside of the return period. In exchange, T-Mobile will waive the remaining EIP balance for the Samsung Galaxy S7 Edge. Ms. [redacted]’ Samsung Galaxy S7 Edge handset can be mailed to my attention, no later than October 15, 2017, to the following address:

T-Mobile USA, Inc.
Attn: Alberto V.
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include her account information within the box to ensure that she receives the proper credit upon receipt of the handset. 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.
Alberto V[redacted]
Executive Response

May 22, 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.
T-Mobile regrets any concerns Mr. [redacted] has in regards to our JUMP! upgrade program and his daughter’s returned device. T-Mobile records confirm on September 11, 2016, a JUMP! upgrade order was placed for an iPhone 7 Rose Gold 32GB device for Mr. [redacted]’s number ending in 3055. Please note that the mobile number ending in [redacted] was previously using an iPhone 6S Rose Gold 16GB device with serial number [redacted] which was expected to be returned as part of the JUMP! upgrade.
Regretfully, T-Mobile records do not indicate any calls were received regarding the iPhone 6S returned device until Mr. [redacted] called on April 19, 2017. At that time, Mr. [redacted] called and a research form was filed to locate the missing device. A hold was placed on the account as a courtesy to keep it from suspension while this matter was in dispute. Additionally, on April 30, 2017, a courtesy credit of $27.09 was applied for the iPhone 6S monthly EIP charge.
We are pleased to report that on May 9, 2017, the Handset Research Team confirmed that we received the device and in accordance with our JUMP program, T-Mobile closed the EIP for the iPhone 6S Rose Gold 16GB with serial number [redacted]. Five additional credits of $27.09 were applied to the account, providing a total of six credits for previously billed monthly EIP charges.
Please be advised that on May 15, 2017, T-Mobile applied an additional credit of $27.09 to provide a total of seven months’ worth of EIP credits for the iPhone 6S. Mr. [redacted]’s current account balance was reduced to $40.83. On May 18, 2017, we spoke with Mr. [redacted] and confirmed the iPhone 6S device was received, the EIP was closed and credits have been applied for the last seven months. Mr. [redacted] stated he understood and accepted this resolution. 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.
Daniel R[redacted]
Executive Response

August 28, 2017   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 August 19, 2017, regarding the above-referenced account.  Please be advised that after several attempts T-Mobile was unable to reach Mr. [redacted].  We will make every effort to address his concerns within this letter.   T-Mobile regrets any concerns Mr. [redacted] has in regards to his account.  T-Mobile records confirm that on July 7, 2015, Mr. [redacted] requested to add the $10.00 per month Stateside International feature for his mobile number ending in 4157.  On September 27, 2015, pursuant to Mr. [redacted]’s request T-Mobile removed the Stateside International feature, and provided him with a courtesy credit of $43.32 for over two months of the service charges.  Mr. [redacted] accepted this credit as resolution to his concerns with the international feature.   T-Mobile records indicate that Mr. [redacted] contacted our Customer Care on August 15, 2016, and informed us that he had a lost device which was for his mobile number ending in 3625.  However, at that time Mr. [redacted] was informed that he did not have Premium Handset Protection (“PHP”) for the mobile number ending in 3625 as it was removed on November 7, 2015, pursuant to his request.  Therefore Mr. [redacted] would not have been eligible to file a claim through Assurant for a replacement handset. T-Mobile regrets any misunderstanding to Mr. [redacted].   T-Mobile records specify that Mr. [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings:   On April 8, 2016, he purchased a Samsung Galaxy S7 Edge 32GB handset in the amount of $779.99.  Mr. [redacted] remitted a down payment in the amount of $119.99 and agreed to a series of 24 monthly installments in the amount of $27.50. On May 11, 2016, he purchased an Apple iPhone 6s Plus 64GB handset in the amount of $849.99.  Mr. [redacted] remitted a down payment in the amount of $189.99 and agreed to a series of 24 monthly installments in the amount of $27.50.   On December 5, 2016, he purchased an Apple iPhone 7 Plus handset in the amount of $869.99.  Mr. [redacted] remitted a down payment in the amount of $488.35 and agreed to a series of 24 monthly installments in the amount of $15.91.   Additionally, On November 9, 2015, Mr. [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6S Plus 16GB handset.  Mr. [redacted] was not required to pay a capital cost at the start of the lease as but he did agree to 18-month lease term of $31.00 and a purchase option price of $191.99 including tax.    It is important to note that if an account is canceled, any EIP's and JOD's are billed out on the final bill.   T-Mobile records reflect that Mr. [redacted] canceled his account with T-Mobile on February 26, 2017.  Please note that since Mr. [redacted] does not have active service with T-Mobile, he is not eligible to participate in the Premium Handset Protection program and therefore is not eligible to file a claim for a replacement device.   On March 27, 2017, Mr. [redacted]’s final billing statement was mailed to him at his billing address showing an outstanding balance of $1,934.02.  T-Mobile records reflect that between the dates of March 13, 2017 through June 27, 2017, Mr. [redacted] made payments totaling $675.00.  As full payment for the balance was not received, on June 27, 2017, Mr. [redacted]’s account was sent to an outside collection agency, AmSher. Further records confirm that between July 11, 2017, and August 21, 2017, Mr. [redacted] settled his above balance directly with AmSher by making payments totaling $950.00. It is important to note that once a customer makes a payment to a collection company they accept the validity of the debt.    Based on the above findings, T-Mobile respectfully declines Mr. [redacted]’s request for a replacement handset as well as providing any additional adjustments for the above-mentioned international feature.  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.   Nicole C[redacted] Executive Response

January 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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 9, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced. 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 retail location. T-Mobile records reflect that Mr. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 devices and two Samsung Galaxy S7 Edge Cases. Mr. [redacted] was not required to remit a down payment but did agree to two installments of $28.75 for the Samsung Galaxy S7 devices for a period of 24 months and two installments of $1.67 and $1.27 respectively for the cases for a period of 24 months. Please be advised T-Mobile has no record of Ms. [redacted] being provided with any promotional offer to receive the Samsung Galaxy S7 for $100.00. Additionally, T-Mobile has reviewed the documentation provided to Ms. [redacted] in store, and was able to verify that Ms. [redacted] agreed to purchase the two cases. Nevertheless, in an effort to amicably resolve this matter, on January 10, 2016, T-Mobile removed the remaining balance owed on the cases in the amount of $67.06. Furthermore, T-Mobile applied a credit in the amount of $561.24 to the remaining balance owed on one of the Samsung Galaxy S7 devices reducing the remaining EIP balance for this device to $100.00. Upon speaking with Ms. [redacted] she accepted this as resolution to her 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. Zachary S[redacted] Executive Response

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

August 22, 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 August 10, 2017, regarding the above-referenced account. Please be advised that the account holder of record is [redacted]. Please be advised that we have confirmed that [redacted] and [redacted] are one and the same.
T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to billing and payments. T-Mobile records indicate that Mr. [redacted] activated his mobile number ending in [redacted] at a T-Mobile store location on November 28, 2016. Upon activation of the account, Mr. [redacted] subscribed to the T-Mobile ONE rate plan which includes unlimited talk, text, and data at the monthly cost of $75.00 plus tax. It is important to note that customers who enroll in our automatic payment program (“AutoPay”) also receive a $5.00 discount per line of service on their monthly service charges. As of the time of Mr. [redacted]’ account activation, Mr. [redacted] also purchased a new iPhone 7 128GB handset and phone case for use on the mobile number ending in [redacted]. When purchasing the iPhone 7 128GB handset and phone case, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. To purchase the iPhone 7 128GB handset and phone case on EIP, Mr. [redacted] was required to remit a down payment of $99.99 plus tax, and he agreed to the following installments in addition to his monthly service charges:
• 24 monthly installments of $27.09 for the iPhone 7 128GB handset; and
• 24 monthly installments of $3.75 for the phone case.
The total monthly costs for Mr. [redacted]’ service charges, taxes, fees, and EIP were estimated at $112.15 per month.
Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, a customer’s billing cycle may run from the 1st of the month through the 30th. They will receive notice of their monthly recurring service and feature charges on or around the 2nd of the month, and those charges will be due on the 22nd. If during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advance. T-Mobile records confirm that Mr. [redacted]’ billing cycle began on the 29th of each month and ended on the 28th of the following month. It is important to note that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.
On June 29, 2017, T-Mobile records indicate that Mr. [redacted] received his July 2017 billing statement in the amount of $107.01, consisting of his EIP and service charges from June 29, 2017, through July 28, 2017. T-Mobile records also indicate that on July 1, 2017, Mr. [redacted] updated his AutoPay information on www.MyT-Mobile.com. On that same day, T-Mobile records confirm that Mr. [redacted] cancelled his account when he ported his mobile number ending in [redacted] to another service provider. On July 19, 2017, T-Mobile records indicate that a payment in the amount of $107.01 was drafted from the payment method on file. As Mr. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the payment method on file. As Mr. [redacted] cancelled his service mid-cycle, it is T-Mobile’s position that these charges are valid.
Nevertheless, upon communicating with Mr. [redacted] on August 20, 2017, as a courtesy, T-Mobile agreed to issue Mr. [redacted] a one-time refund in the amount of $100.00. Please be advised that the refund can take up to ten business days to process, and that it is being sent to the billing address of record. 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.
Anthony M[redacted]
Executive Response

May 26, 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 May 20, 2016, regarding the above-referenced account. T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding her equipment and refund request. Please be advised that upon speaking with Ms. [redacted] on May 25, 2016, she stated that she had not reviewed T-Mobile’s response to the above mentioned filed number and as such, she was unaware of the offer presented to her. Pursuant to her request, T-Mobile has provided Ms. [redacted] with a copy of our response to your office which has been provided to her electronically via email. Regrettably, additional efforts thereafter to contact Ms. [redacted] have been unsuccessful. As stated in our office’s response date April 28, 2016, as a means of amicable resolution, and as a gesture of good faith, T-Mobile is willing to apply a courtesy credit of $183.96 for the remaining equipment balance for the Samsung Galaxy S5. T-Mobile has re-extended this offer to Ms. [redacted] and as such if she would like to accept our offer or discuss this matter in further detail, she is welcome to contact me at the number listed below no later than June 9, 2016. 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. Emilio S[redacted] Executive Response

August 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 August 10, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted] concern to her satisfaction. As Ms. [redacted] is aware, T-Mobile is always looking for innovative and affordable ways for our customers to get ahold of the latest and most popular devices. T-Mobile regrets any inconvenience Ms. [redacted] our device promotions caused her. One of our most recent device promotions was our Samsung Tablet Bundle which stipulated that from April 6, 2016, to June 28, 2016, customers can receive up to 50% off the Samsung Tab A 8.0, the Tab S2, or the Tab E when they purchase select new Samsung phones and a new Samsung Tab A 8.0, Tab S2, or Tab E on our Equipment Installment Plan (“EIP”). Customers would receive a rebate as a prepaid MasterCard for up to 50% of the cost of the tablet (taxes not included) within eight weeks after submitting the rebate. If eligible, customer would receive the following rebates depending on the device purchased: for a Samsung Tab E a $120.00 rebate, a Samsung Tab A 8.0 a $160.00 rebate or a Samsung Tab S2 a $200.00 rebate. To be eligible for this offer, customers must: • Purchase a new eligible Samsung phone and a new Samsung Tab A 8.0, Tab S2, or Tab E on EIP within 15 days of each other. Eligible phones are Samsung Galaxy S6, S6 edge, S6 edge Plus, S7, S7 edge, Note 4 or Note 5 Sign up for EIP and a plan on both phone and tablet;. • Activate a new Mobile Internet line of service with 1GB of data or higher on tablet; and • Submit a rebate on t-mobile.com/promotions using promo code TAB2016 within 30 days of purchasing the second device. T-Mobile records indicate on June 17, 2016, Ms. [redacted] took advantage of our EIP program to purchase a Samsung Galaxy Note 5 32GB black device and two Samsung Tab S2 Black tablets. Later, on June 20, 2016, Ms. [redacted] purchased two Samsung Galaxy S7 32GB devices and two Samsung Tab A tablets and on June 29, 2016, purchased a Note 5 32GB Black Sapphire device which makes it four eligible handsets and four eligible tablets. Ms. [redacted] also activated four Mobile Internet lines of service with at least 1GB of data as required. Although Ms. [redacted] met all qualifications for the rebate offers, due to an inadvertent error her rebate request was denied on July 3, 2016. T-Mobile regrets any difficulties Ms. [redacted] experienced with her rebate request. Furthermore, Ms. [redacted] also participated in our Buy an iPhone, get an iPhone SE for free which stipulated that from June 7, 2016, through June 23, 2016, postpaid customers who buy an Apple iPhone on an EIP can get a free Apple iPhone SE when they activate a new line of service. To be eligible customers must complete the following requirements: • Purchase any Apple iPhone on EIP and an Apple iPhone SE (16 GB) on EIP or at Full Retail Price on the same account; • Activate a new line on the same account to use with one of the EIPs; • Both device purchases and new line activation must have been completed within the promotional period; and • Submit a rebate on t-mobile.com/promotions using promo code JUNE16IPHONEBOGO within 30 days of purchase. After submission, customer would receive a rebate of $400.00 which is equal to the value of the Apple iPhone SE device in the form of a prepaid card within eight weeks from submission. As such, on June 17, 2016, Ms. [redacted] used our EIP to purchase an Apple iPhone 6s Plus 16GB Rose Gold device and an iPhone SE 64GB Rose Gold device along with an Apple iPad Pro 32GB Rose Gold tablet. Our records indicate that on July 4, 2016, Ms. [redacted] rebate submission was received and is currently in the process of being approved. However, to resolve Ms. [redacted] concerns amicably, on August 11, 2016, T-Mobile approved the following rebates: $280.00 for the two Samsung Tab A’s, $400.00 for the two Samsung Tab S2’s for a total of $680.00 in the form of prepaid card. Additionally, we approved the $400.00 rebate to cover the cost of the Apple iPhone SE and an additional $130.00 for the Apple iPad Pro for a total of $1210.00 rebate. Ms. [redacted] accepted the rebates as resolution to her concerns. Please allow seven to ten business days for processing and delivery. 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. Sal O[redacted] Executive Response

July 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 July 12, 2017, regarding the above-referenced account.  After careful review, it is T-Mobile’s position that [redacted] and [redacted] are one and the same.   T-Mobile regrets any handset concerns Ms. [redacted] has experienced.  T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Light handset on September 30, 2014.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, Ms. [redacted] was 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 January 30, 2017, Ms. [redacted] entered into an Extended Payment Schedule (“EPS”) by receiving a credit of $355.35 and agreeing to a series of eight monthly installments of $44.41.  It is important to note that when customers have an active EPS on their account, they are not eligible for handset upgrades on Equipment Installment Plans (“EIP”).   On July 9, 2017, Ms. [redacted] contacted T-Mobile because her Samsung Galaxy Light handset was not working properly.  Since the Limited Warranty had expired on the Samsung Galaxy Light handset, Ms. [redacted] was unable to utilize T-Mobile’s Handset Exchange Program.  At that time, Ms. [redacted] requested to upgrade her son’s handset by utilizing our EIP.  However, due to the active EPS on Ms. [redacted]’s account, she was unable to utilize our EIP.   T-Mobile records confirm that Ms. [redacted] cancelled her mobile number ending in 9293 on July 10, 2017.  On July 14, 2017, Ms. [redacted] cancelled her mobile number ending in [redacted] when she ported the number to another service provide.  At that time, Ms. [redacted] participated in a rate plan change by selecting the T-Mobile ONE individual rate plan for $75.00 monthly.   On July 23, 2017, in an effort to amicably resolve this matter, T-Mobile issued a courtesy credit in the amount of $329.73 for the remaining EPS balance and monthly access charges from June 11, 2017 through July 10, 2017.  Ms. [redacted]’s account currently reflects a zero balance and she is now eligible to upgrade with EIP.  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.   William B[redacted] Executive Response

July 3, 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 20, 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 Mr. [redacted]’s concerns within this letter.
We regret any inconvenience to Mr. [redacted] regarding our payment policies and we appreciate the opportunity to address his concerns. A review of Mr. [redacted]’s account shows that on May 3, 2017, Mr. [redacted] took advantage of our self-help service through our website www. T-mobile.com and made arrangement to pay. At the time, Mr. [redacted] agreed to pay $405.57 on May 10, 2017 and $405.58 on May 17, 2017 to cover the balance in full for the services rendered through April 16, 2017. Please note, Mr. [redacted] provided his credit card to have the payments automatically drafted from it on the specified dates and avoid service interruptions.
It is important to note, once a Future Dated Payment (“FDP”) is entered on an account with a payment arrangement, all the remaining payments in the arrangement will debit from the customer's bank account or credit/debit card. In the event that a payment is made early by the customer, the already agreed FDP will still process on the specified dates unless the account has been paid in full and left with a balance of zero.
Our records indicate on May 9, 2017, Mr. [redacted] remitted a payment of $406.00 via credit card, however, as explained above, this does not stop the previously agreed FDP. As such, on May 10, 2017 Mr. [redacted]’s remaining balance of $405.15 was processed as previously agreed. Furthermore, our records confirm that on May 8, 2017, a text message reminder was sent to the mobile number ending in [redacted] to notify Mr. [redacted] that the payment of $405.15 would be drafted. Regrettably, on June 1, 2017, Mr. [redacted]’s payment of $405.15 was returned to T-Mobile unpaid.
Later, on June 2, 2017, Mr. [redacted] utilized our online self-help service and made new arrangement to pay $464.67 on June 16, 2017 and $494.67 on June 30, 2017. However, due to the recent returned payment, Mr. [redacted] was not eligible to set up FDP for his payments. That same day, a text message notification was sent to the number ending in [redacted] and an additional email was sent to an email address Mr. [redacted] provided to confirm the new payment arrangement.
Unfortunately, Mr. [redacted] did not complete the payment of $464.67 as agreed on June 16, 2017, and on June 19, 2017, his services were partially suspended to receive incoming calls only. Meanwhile, Mr. [redacted]’s account had produced a new billing statement in the amount of $849.19 for the services rendered through May 16, 2017, and was due on June 9, 2017, and after the payment returned, his total balance was of $1,254.34 which was past due.
Please note, due to previous payment history, Mr. [redacted]’s account has been permanently set to accept payments in certified funds only and payments by check (paper or electronic) cannot be accepted. Mr. [redacted]’s payment options still include payments by credit card, debit card, cash, Western Union among others. Our records confirm, on June 19, 2017, Mr. [redacted] contacted our Customer Care and in an effort to resolve his concerns, Mr. [redacted] was offered to pay a minimum payment of $240.00 and place the rest on an Extended Payment Schedule (“EPS”) which would divide the remaining balance in eight monthly installments, however Mr. [redacted] declined our offer. As such, in further efforts to resolve Mr. [redacted]’s concerns, T-Mobile restored his services and all reconnection fees of $20.00 per line of service were waived. As a courtesy a collection hold had been placed on Mr. [redacted]’s account until June 26, 2017, with the agreement that he would make a minimum payment of $959.34 to bring his account current.
As of the date of this letter, Mr. [redacted] has not completed the payment as agreed as his account is currently at risk of service interruptions with a $20.00 reconnection fee per line of service. Mr. [redacted]’s current total balance of $1,766.63 consists of the past due of $959.34 and current balance of $812.29 due on July 9, 2017. Please note, Mr. [redacted]’s mobile numbers are all eligible for porting even in the event of a suspension of service for non-payment. The only instance where Mr. [redacted] would not be eligible for porting would be in the event of a cancellation. We regret any confusion regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sal O[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 13, 2017, regarding the above-referenced account.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving his concerns.
T-Mobile records confirm that as of May 8, 2016, Mr. [redacted] is subscribed to the T-Mobile ONE, promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that under this promotional plan the third line has a cost of $45.00 and any additional lines added after the third are $25.00 each per month. T-Mobile records indicate that line ending in [redacted] is subscribed to the optional $10.00 Premium Handset Protection (“PHP”) feature. T-Mobile records indicate that line ending in [redacted] was transferred from an existing T-Mobile account as of May 23, 2017, and due to an inadvertent error the PHP feature did not transfer with the line.
In an attempt to reach Mr. [redacted] at the primary line ending in [redacted] on June 17, 2017, T-Mobile got in contact with [redacted] who is listed as an authorized user on Mr. [redacted]’s account. Mr. [redacted] indicated he was driving and agreed to allow the conversation with Ms. [redacted]. T-Mobile has clarified the T-Mobile ONE promotional plan is advertised as a plan including unlimited voice, messaging, and high-speed data service, plus a variety of Un-Carrier benefits to postpaid customers, with all taxes and fees included in the price. Unfortunately, additional features such as insurance are not included within this plan and result in a charge on top of the quoted $110.00 for the plan.
In order to amicably resolve Ms. [redacted] concern T-Mobile has agreed to add the PHP insurance to line ending in [redacted] which has a cost of an additional $7.00 per month. T-Mobile records indicate that as of June 18, 2017, Mr. [redacted] added a third line of service resulting in a monthly recurring charge of $172.00 including the above referenced services.
Please note that AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Another benefit of AutoPay is that it provides customers such as Mr. [redacted] who are on the T-Mobile ONE plan the opportunity to take advantage of a $5.00 discount per line as long as AutoPay remains active. Mr. [redacted] may activate AutoPay via myT-Mobile.com.
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.
Thania R[redacted] Executive Response

July 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2017, regarding the above-referenced account. Please be advised we have made several attempts to contact Ms. [redacted] but regretfully, our attempts have been unsuccessful. As such, we will make every effort to address her concerns within this letter to your office.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s inquiry related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 Lines On Us;
• 2016 November Tablet On Us
To begin with, our records reflect that Ms. [redacted] met all of the requirements for 2016 Friends and Family 2 Lines On Us offer as she activated two new lines, for which she is receiving the expected monthly bill credits. Those bill credits are reflected on page two of Ms. [redacted]’s most recent billing statement. Ms. [redacted] also met all of the requirements for the 2016 November Tablet On Us promotion, for which she is receiving the expected monthly bill credits. Those bill credits are reflected on pages six and seven of Ms. [redacted]’s most recent billing statement.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile closed and credited the EIP associated with each of Ms. [redacted]’s tablets thus she will no longer need the bill credits that are being applied to make these devices free. 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.
David T[redacted]
Executive Response

April 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 April 13, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to the Tax Time Switcher promotion and Advantage Program Discount. T-Mobile records confirm that on February 23, 2017, Mr. [redacted] activated a postpaid account with three voice lines and one Mobile Internet (“MI”) line of service. At the time of activation Mr. [redacted]’s account was subscribed to the 2 Lines T-Mobile ONE rate plan for $110.00 per month, for the first two voice lines of service. Mr. [redacted]’s third voice line of service was $45.00, per month. Mr. [redacted]’s MI line of service was subscribed to the T-Mobile ONE Tablet rate plan for $75.00, per month, plus taxes.
T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. The Advantage Program offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. T-Mobile records indicate that Mr. [redacted]’s verification documentation was not received; therefore, Mr. [redacted]’s account did not qualify for enrollment in the T-Mobile Advantage Program $25.00 Reward Card program.
Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent with our retail location.

Please note that, as part of the 2017 Tax Time Switcher promotion, from January 5, 2017, through February 28, 2017, customers who activate a new line of service on the T-Mobile ONE or Simple Choice rate plan with Unlimited data and port in their number will receive a $150.00 mail-in rebate per line of service. T-Mobile records confirm that Mr. [redacted]’s account met the requirements for the promotion. Unfortunately Mr. [redacted]’s rebate was declined as the account reflected that the mobile numbers had already been utilized in another non-compatible promotional offer. Therefore, in an effort to amicably resolve the matter, on April 17, 2017, T-Mobile sent Mr. [redacted] a prepaid refund card in the amount of $600.00, to the billing address on file. Mr. [redacted] may expect receipt of the refund within ten business days from the date of processing.
As Mr. [redacted]’s account was subscribed to AutoPay, the account was eligible to receive a $5.00 monthly bill credit, per voice line of service. Therefore, Mr. [redacted]’s monthly recurring charges were estimated to be $230.00 per month. Records confirm that Mr. [redacted]’s February 24, 2017, billing statement reflected a balance owed of $155.00 as the MI line charge of $75.00 did not reflect on this billing statement. On March 14, 2017, T-Mobile received a payment of $155.00, reducing the balance owed to zero.
On March 20, 2017, T-Mobile applied a courtesy credit of $20.00 to Mr. [redacted]’s account, bringing the account to a credit balance of $20.00. Records confirm that Mr. [redacted]’s March 24, 2017, billing statement reflected a balance owed of $227.50, increasing the balance owed to $207.50. On March 28, 2017, T-Mobile applied a courtesy credit of $110.87 to Mr. [redacted]’s account, reducing the balance owed to $96.63. It is T-Mobile’s position that Mr. [redacted]’s account was accurately charged for the monthly recurring charges and features.
T-Mobile records confirm that on April 23, 2017, Mr. [redacted]’s account was cancelled when he ported his voice lines to another service provider and requested the cancellation of his MI line of service. As of the date of this letter, Mr. [redacted]’s account remains cancelled with a zero balance. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

February 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 January 30, 2016, regarding the above-referenced account. We regret any concerns Ms. [redacted] has experienced regarding past due notifications. If the account is past due, T-Mobile will contact the customer to advise of the past due balance and of the possibility of further collection activity. According to our records, on November 11, 2015, Ms. [redacted] purchased an iPhone 6s handset though our Equipment Installment Plan ("EIP") program. 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. Ms. [redacted] cancelled her account, on November 29, 2015, when she transferred her mobile number to another service provider. At that time, the remaining EIP balance of $622.90 was accelerated towards Ms. [redacted]’s billing statement dated December 29, 2015. According to our records, on January 2, 2016, a payment of $104.89 posted towards Ms. [redacted]’s account reducing the balance to $622.90. Ms. [redacted]’s account remains closed with an outstanding balance of $622.90. It is T-Mobile’s position that this balance is valid and owed. Please be advised that Ms. [redacted]’s account has not been transferred to an outside collection agency. It is important to note that T-Mobile does not report accounts to credit bureaus. Therefore, unless the account is forwarded to a third-party collection agency, Ms. [redacted]’s credit should not be affected by this account. In an effort to amicably resolve the matter, on February 3, 2016, T-Mobile placed a collection hold on Ms. [redacted]’s account to prevent collection activity through March 4, 2016. Please be advised that on March 4, 2016, if unpaid, regular collection activity will resume on Ms. [redacted]’s account. Ms. [redacted] may contact Customer Care at 1-800-937-8997 in order to make payment arrangements. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 13, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile is sorry to hear about Ms. [redacted]’s concerns regarding the monthly insurance charge. Our records confirm that on May 10, 2015, Ms. [redacted] purchased an iPhone 6 16GGb handset for mobile number ending in [redacted] at one of our retail locations. Records show that at the point of sale, Ms. [redacted] elected to subscribe to our Premium Handset Protection (“PHP”) feature for $10.00 per month; please note that this feature was recently increased to $12.00 per month. It is our position that Ms. [redacted] has been billed accurately. Nevertheless, in an effort to amicably resolve this matter, as of April 15, 2016, Ms. [redacted]’s account has been credited a total of $102.99 to reimburse her for the monthly PHP charges. Ms. [redacted]’s account reflects a credit balance in the amount of $7.66. 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. Taylor B[redacted] Executive Response

January 27, 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 January 26, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on November 20, 2013. Mr. [redacted] currently has one line of service, ending in [redacted], and is subscribed to our Simple Choice Value Unlimited Talk, Text, and Data rate plan at $50.00 monthly. This rate plan includes unlimited domestic voice minutes, text messages, and data, with up to 2 gigabytes (“GB”) of high speed data. Mr. [redacted] has opted to subscribe to unlimited domestic high speed data at an additional $20.00 monthly. Please note that in late 2013, T-Mobile began offering customers on eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note there is no need to for customers to add a separate feature or service to the account before they travel. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. Mr. [redacted] has the option of utilizing the Wi-Fi calling feature. Calls placed back to the United States over Wi-Fi are free and calls within a Simple Global country to any other Simple Global country are $0.20/minute, which is the same rate as usage over the cellular network. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates. Upon review of Mr. [redacted]’s account, our records confirm that on his January 2, 2016, billing statement, Mr. [redacted] was billed $22.04 for international calls and taxes, and we have confirmed that these calls were not placed via Wi-Fi calling. However, in an effort to amicably resolve Mr. [redacted]’s concerns, on January 18, 2016, T-Mobile issued a credit in the amount of $22.04 to his account for the international calls. Mr. [redacted] remitted a payment of $81.97 on January 26, 2016, and his account remains active 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

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. Just want to make note that they stated my plan did not qualify for the promotion, but I was notified by the customer service rep selling me the phones that I did qualify so I was at no fault on my part. 
Sincerely,
[redacted]

January 20, 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 12, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted] concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his refund. T-Mobile records confirm that on October 11, 2016, Mr. [redacted] account was charged $60.46, for the billing cycle charges from October 9, 2016, through November 8, 2016. On October 25, 2016, Mr. [redacted] account was cancelled when he ported his voice line of service to another service provider. On October 30, 2016, T-Mobile received a payment of $60.46, reducing the account to a zero balance. On November 11, 2016, T-Mobile applied a credit of $24.36 to Mr. [redacted] account for the prorated billing cycle charges from October 26, 2016, through November 8, 2016, bringing the account to a credit balance of $24.36. On November 28, 2016, T-Mobile issued an overpayment refund of $24.36 to Mr. [redacted] billing address, in the form of a prepaid refund card, to the billing address on file. It is important to note that T-Mobile utilizes Citibank Card services as a third party vendor and all prepaid refund cards are issued by them. Therefore, as Mr. [redacted] refund card was not received by him, Mr. [redacted] was required to contact Citibank Card Services directly at 877-855-7201 to have a replacement card issued. Upon speaking with Mr. [redacted], T-Mobile confirmed that he had contacted Citibank Card Services and that a replacement refund card has been mailed to his billing address on file. Mr. [redacted] should expect receipt of the replacement card within six weeks from the date of processing. 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

Revdex.com:I would like to thank Mr. R[redacted] for promptly responding to my complaint, and acting toward resolving it in an efficient manner. I would also like to respond to his statement regarding the T-Mobile Terms and conditions, to further clarify the reasons behind the dispute.The T-Mobile's Prepaid International Tourist Plan is a package offered to international visitors to the US. Once activated, the package remains valid for three weeks before it expires. My intention was to purchase the plan and activate it online at a later date, upon my parent's arrival to the country in mid April this year. At the time of purchase I did not ask for the activation. The T-Mobile store clerk acted on his own instead, without consulting with me, or letting me know about his actions. Since I never asked for the plan to be activated, I could not agree to the Terms and Conditions Mr. R[redacted] is referring to, and the entire misunderstanding was a consequence of wrong assumptions made by the T-Mobile's employee at the time of purchase. Once I realized that the package was activated without my consent, the transaction had already been processed.The full refund offered by Mr. R[redacted] is completely acceptable, and I intend to bring this case to closure once it is received by mail. I would like to thank both of you for your time and assistance in this matter. In case of a further correspondence, feel free to contact me by email, or directly by the phone number on the file.Sincerely,[redacted]

February 1, 2018
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 Prepaid No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 25, 2018, regarding the above-referenced prepaid number.
T-Mobile regrets any further concerns that [redacted] has regarding this matter. As stated in our previous response, T-Mobile records confirm that on December 22, 2017, [redacted] purchased a Hotspot device and activated it on prepaid service. [redacted] purchased the Hotspot device and service for $99.00. Furthermore, on January 21, 2018, a payment of $95.00 was withdrawn from [redacted]’s credit card and applied to her prepaid account. In reviewing [redacted]’s prepaid account, T-Mobile found no record of a request to cancel service. Please note that service cannot be canceled at a retail store and must be done through Customer Care.
On January 24, 2018, T-Mobile spoke with [redacted] regarding her concerns with her prepaid account and pursuant to her request, we canceled service to her prepaid account effective the same day. Furthermore, as previously advised, although prepaid services are not refundable, T-Mobile applied a credit totaling $256.28 to [redacted]’s postpaid account ending in [redacted]. This credit consists of $99.00 for the above initial payment, $95.00 for the above January 2018 payment, and $62.28 as an additional courtesy. At the time, this brought [redacted]’s balance on her postpaid account to $265.77.
Please note that on January 31, 2018, T-Mobile offered to refund the above credit less the courtesy credit of $62.28, however, this balance would be added back to [redacted]’s postpaid account which will bring her current balance to $459.77 and will put her in a past due status. [redacted] declined this offer. Although we regret any time [redacted] spent on this matter, T-Mobile respectfully declines her request for additional compensation. T-Mobile regrets any inconvenience to [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted] Executive Response