T-Mobile Usa Inc

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. I found them to be most accommodating and helpful in my situation.Sincerely, [redacted]

September 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced prepaid number.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset replacement and appreciates the opportunity to address her concerns. T-Mobile records reflect that Ms. [redacted] purchased a ZTE Coolpad Catalyst on October 27, 2016, at full retail cost. Provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care.
For our pre-paid customers like Ms. [redacted], T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. Our records indicate that Ms. [redacted] contacted Customer Care on June 24, 2017, to initiate a post exchange and at this time Ms. [redacted] was given the directions to send the defective unit to our warehouse where the device exchange would be processed. Unfortunately, Ms. [redacted] was given the incorrect address for shipping fulfillment.
Ms. [redacted] contacted Customer Care on July 5, 2017, at which time she was given the correct shipping address to return the non-working equipment. Unfortunately, T-Mobile has been unable to locate the equipment and has blocked the IMEI from the T-Mobile network since Ms. [redacted] has explained that she is no longer in possession of the equipment.
In an effort to amicably resolve Ms. [redacted]’s concerns, on September 5, 2017, T-Mobile sent a replacement ZTE Coolpad Catalyst to the address Ms. [redacted] provided in her correspondence to your office. As an additional gesture of goodwill, on August 29, 2017, Ms. [redacted] was given additional credits totaling $200.00, resulting in a credit balance of $221.01 that will be applied towards future recurring charges.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care Department. 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.
Andrew S[redacted]
Executive Response

February 18, 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 February 10, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns that Mr. [redacted] has with his equipment upgrade. T-Mobile records confirm that on December 6, 2015, Mr. [redacted] visited a T-Mobile retail store and during this visit he participated in our JUMP! On Demand (“JOD”) program wherein he leased an iPhone 6s 16GB device for his number ending in [redacted] and agreed to pay 18 monthly lease payments of $27.00. Further records confirm that Mr. [redacted] had previously financed an iPhone 6 16GB through our Equipment Installment Plan (“EIP”) offering and at the time of the above visit, he had a remaining balance of $460.36. It is important to note that customers cannot “JUMP” between an EIP loan and a JOD lease. As such, when a customer has an existing EIP loan and they trade in their equipment, the trade in value for the equipment is applied directly to their existing EIP loan and the customer is responsible for the remaining portion of the loan. Additional records confirm that Mr. [redacted] iPhone 6 16GB had a trade in value of $250.00. As such, the retail sales representative applied a $60.00 credit to Mr. [redacted] existing EIP loan and Mr. [redacted] remitted payment toward his existing EIP loan in the amount of $150.36. After the credit and payment were applied Mr. [redacted] existing EIP loan had an outstanding balance of $250.00. Therefore, when Mr. [redacted] traded in his iPhone 6, the trade in value was to be applied to the EIP loan, bringing the loan balance to zero. We apologize if Mr. [redacted] was led to believe that he was supposed to receive an account credit of $250.00 in addition to the waiver of his EIP loan balance as the trade in credit was only to be applied toward the existing EIP loan balance. Unfortunately, due to an inadvertent error, the trade-in credit was not applied toward Mr. [redacted] existing EIP loan or his account balance. As such, Mr. [redacted] continued to be billed for his EIP loan installments on his December 2015 and January 2016 billing statements. In an effort to amicably resolve this issue, we have ended the EIP loan for the iPhone 6 and waived the remaining balance. As an additional courtesy we have applied credits totaling $304.16 to Mr. [redacted] account for the EIP loan installments which were assessed to his December 2015 and January 2016 billing statement and to provide him with a $250.00 credit toward his monthly charges. Mr. [redacted] account now has a credit balance of $304.16 and he may verify this by visiting www.T-Mobile.com or by dialing #225# on his T-Mobile device. 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 10, 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 April 6, 2017, regarding the above-referenced file number.
Although Mr. [redacted] states he is an authorized user of the account, T-Mobile records confirm that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr. [redacted] regarding his correspondence to your office. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 800-937-8997. Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number listed below to discuss this matter further.
Furthermore, please be advised that T-Mobile has not received a notice of representation from Mr. [redacted]’s attorney. However, if Mr. [redacted] has retained legal counsel, all communication must be sent to T-Mobile’s Legal department via written correspondence at the following address:
T-Mobile Wireless
Legal Department
12920 SE 38th Street
Bellevue, WA 98006-1350
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

May 31, 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 Name: [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 28, 2017, regarding the above-referenced account. Please note that the account holder of record is [redacted] and Mr. [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
Mobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirements. T-Mobile records confirm that we received several MDU requests for a Samsung Galaxy S5 handset with IMEI [redacted]. However, due to a clerical error, these requests were declined. T-Mobile has confirmed that the handset is qualified for a MDU request approval and we have provided Mr. [redacted] with the unlock code as well as the instructions on how to unlock the device.
T-Mobile has also provided Mr. [redacted] with the email address [redacted]@T-Mobile.com along with the mobile number listed below. If Mr. [redacted] encounters any difficulties unlocking the device, T-Mobile asks that he contact me for further assistance. T-Mobile thanks Mr. [redacted]’s patience throughout 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.
Liana G[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 August 1, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted]’s four lines of service were subscribed to our Simple Choice Family 4GB promotional rate plan with four lines for $100.00 per month plus applicable taxes. Following a conversation with our Customer Care on May 31, 2017, Mr. [redacted] selected a 6GB data feature for his mobile number ending 7888 for $15.00 per month. As such, Mr. [redacted] was billed according to his selected rate plan and selected features.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to enroll the account in our Simple Choice Family Match 6GB promotional rate plan with four lines for $120.00 per month plus applicable taxes, which is no longer available for selection. Mr. [redacted] accepted this offer, effective August 19, 2017. Going forward, Mr. [redacted] can expect his monthly recurring charges to be $120.00 plus applicable taxes and he accepted the price difference. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate the opportunity to address 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.
Ronnie A[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: they only fixed on one side of the issue. I need to have the interest taken care of and my credit needs to be fixed as well as hers. It was a two sided issue and they are only resolveing a part of it. They should have contacted on both ends. I don't know why they are getting away with ruining my credit or hers.  The credit needs to be fixed for both of us. This is two cases and they need to handle both of them fairly.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. However, I called Chris P[redacted] and left him a message about the documents I emailed it to him as he requested. I haven't heard from him since the last time we spoke. Sincerely, [redacted]

October 17, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 4, 2017, regarding the above-referenced account.  Please be advised that T-Mobile attempted to contact Ms. [redacted], without success.  At this time, T-Mobile will respond to both you and Ms. [redacted] with this letter and we hope to resolve this matter for her.   T-Mobile regrets that Ms. [redacted] has concerns with the Equipment Installment Plan (“EIP”) balances that were transferred to her account, and we appreciate the opportunity to resolve this matter with her.  On August 9, 2016, Ms. [redacted] completed a Change of Responsibility (“COR”) with the mobile number ending in 4181, and at that time she took ownership of that line of service from the previous billing responsible party.  On August 9, 2016, the previous billing responsible party purchased equipment on our EIP on the original account.  The previous billing responsible party visited a T-Mobile retail location on July 15, 2017, and stated that the EIPs on his account for an Apple iPhone 6S handset and a Samsung Galaxy S6 handset were not his and were Ms. [redacted]’ and that the EIPs were supposed to be on her account. Please be advised that the EIPs were then transferred to Ms. [redacted]’ account at that time.   On October 3, 2017, T-Mobile issued credits totaling $75.68 to Ms. [redacted]’ account for the disputed EIP charges for the two handsets.  In addition, on October 5, 2017, T-Mobile closed the two disputed EIPs from Ms. [redacted]’ account.  Ms. [redacted] will not be charged for the two disputed handsets again.  Ms. [redacted]’ revised balance is $393.99 and is past due.  Ms. [redacted] may contact T-Mobile at 800-937-8997 to discuss payment options that may be available.   T-Mobile appreciates Ms. [redacted]’ business and we regret any inconvenience that she 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.   Ally Y[redacted] Executive Response Tell us why here...

February 5, 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 31, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding Ms. [redacted] may have experience regarding her account billing. Ms. [redacted] account was established in a bill in arrears in which her billing cycle ran from the 29th of one month through the 28th of the following month with payments due on or before the 21st of the month. T-Mobile records confirm that during the month of October 2015, Ms. [redacted] had a past due balance of $254.72 which included the monthly recurring charges and monthly Equipment Installment Plan (“EIP”) charges, taxes and fees billed from July 29, 2015 through September 29, 2015, in addition the billing statement reflected current charges of $75.42 for the prorated monthly recurring charges billed from September 29, 2015 through October 10, 2015, monthly EIP charges, late fees, taxes and fees totaling the amount of $330.14 due on or before November 21, 2015. As payment was not received on November 5, 2015, Ms. [redacted] account canceled for non-payment. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Ms. [redacted] agreed to an EIP for the mobile number ending in [redacted] on July 19, 2014 with the purchase of a Samsung Galaxy S5. As the account canceled, the remaining EIP balance of $220.00 was accelerated and posted to the final billing statement dated November 29, 2015. Ms. [redacted] total balance due was of $550.14 in which T-Mobile attempted to collect the balance via text messages and automated phone calls. As our attempts were unsuccessful, T-Mobile turned Ms. [redacted] account over to an outside collection agency, AmSher. As Ms. [redacted] account is being handled by an outside collection agency, a collection fee of $61.91 was added to her account updating the accounts balance to $612.05. On February 4, 2016, T-Mobile contacted Ms. [redacted] and agreed to accept payments of $100.00 a month. Upon paying off her account, T-Mobile will remove her account from collections instructing any negative reporting be removed from the collection agency. Ms. [redacted] has agreed to contact me directly for payment 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. Sacny A[redacted] Executive Response

July 24, 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 July 11, 2017, regarding the above-referenced account. Please note that upon speaking with Mr. [redacted] T-Mobile was able to determine that Mr. [redacted] and Mr. [redacted] are one in the same person. If Mr. [redacted] would like to correct the name on his account, he may take his I.D. to a T-Mobile retail store to update the account.
T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on September 30, 2016, the Business Family Discount (“BFD”) was put in effect on the account, and remains an active discount associated with the account. T-Mobile began offering the BFD promotion. This phenomenal promotion provides customers who have a T-Mobile line paid for by their company or organization (Government or State entity), up to a $20.00 on individual or $40.00 discount off their family voice plan on a separate personal consumer account. Customers must complete a registration process online via the website at www.t-mobile.com/bizfamdisc to receive the discount by linking one number on their business account to a number on their personal account; both accounts must be current and in good standing. Once enrolled, the discount will begin with the customers next billing cycle. It is important to note that customers are required to re-enroll every year and are sent a notification at 60 days with a unique re-verification link included in the notification.
On May 27, 2017, Mr. [redacted] activated two new lines of service, taking advantage of the 2017 2 Add a Lines for the Price of One promotion. Between May 25, 2017 and June 27, 2017, T-Mobile offered the 2017 2 Add a Lines for the Price of One to new or existing customers like Mr. [redacted]. To be eligible for the free line of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. The two newly activated lines ending in [redacted] and [redacted] will each receive a credit of $12.50 each month while active in association with the account.
On May 27, 2017, Mr. [redacted]’s price plan was changed to the T-Mobile One Tax Included rate plan for $205.00 per month for 5 lines of service. Additionally, there is also one Mobile Internet (“MI”) active with a cost of $75.00 per month. Please note that the T-Mobile One Tax Included rate plan is eligible for a $5.00 AutoPay discount per line of service. Additionally, Mr. [redacted]’s MI line is eligible for a $50.00 monthly hybrid discount while active on the same account with active voice lines.
As indicated above, Mr. [redacted] is actively enrolled in several account discounts: he is receiving a total of $30.00 in AutoPay credits, a $40.00 monthly discount for BFD, $50.00 for the hybrid discount on his MI line, and a total of $25.00 for the 2017 2 Add a Lines for the Price of One. After a review of Mr. [redacted]’s account T-Mobile found that due to an inadvertent error he was advised that he would no longer receive the monthly EIP discount for his two Apple iPhones. Please note that on July 13, 2017, T-Mobile confirmed Mr. [redacted] would continue to receive the monthly EIP discount for his two Apple iPhones in the amount of $54.18 per month.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[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.
I would like to clarify my concern with the culture of dishonesty I've seen at T-Mobile. Please be aware that I am considering this situation resolved, but the next hint of another lie I get from a T-Mobile representative will lead to another Revdex.com complaint that I think you will be much harder pressed to resolve.
Sincerely,
[redacted]

Thank you  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]

April 25, 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 Prepaid 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. T-Mobile regrets any misunderstanding Ms. [redacted] may have experienced with the email address. T-Mobile has contacted Ms. [redacted] via email at [redacted]@yahoo.com. On April 22, 2016, Ms. [redacted] responded to my email contact, indicating that she has opted to stop pursuing this matter and elected to withdraw her complaint with your office. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny AExecutive Response

August 2, 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 July 25, 2017, regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided.
However, T-Mobile has contacted the account holder of the account and worked toward an amicable resolution. Mr. [redacted] may contact the account holder to confirm any action taken on the account. T-Mobile regrets any inconvenience this may have caused 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

February 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated February 3, 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. T-Mobile regrets any difficulties Ms. [redacted] has experienced with her non-T-Mobile device after a software update. T-Mobile records confirm that Ms. [redacted] activated service on January 2, 2015 using a non-T-Mobile branded Samsung Galaxy Note 4 device. It should be noted that while an unlocked Samsung Galaxy Note 4 from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Additionally, software upgrades are offered to the customer to keep their handset software up to date. The customer has the option to utilize the upgrade or pass on the offer. Therefore T-Mobile is not responsible for any issues that may arise from a software upgrade for a non-T-Mobile device. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. T-Mobile records indicate that on February 2, 2015 T-Mobile offered Ms. [redacted] the option to purchase a T-Mobile device which Ms. [redacted] respectfully declined. T-Mobile records indicate that Ms. [redacted] contacted T-Mobile on January 31, 2016, regarding her Samsung Note 4 as it was not turning on. At which time the representative was unable to process a Limited Warranty Exchange as the device was not a T-Mobile device. It is important to note that Ms. [redacted] would not have qualified for the NY Assurant PHP Bundle feature from the time of activation as she activated service with Non-T-Mobile equipment. T-Mobile records indicate the $8.00 PHP feature was added inadvertently on January 31, 2016, Ms. [redacted] had not been making monthly payments for this feature prior to this date. T-Mobile advised Ms. [redacted] on several occasions that she did not qualify for the Limited Warranty exchange through T-Mobile; however the non-T-Mobile handset may be eligible for replacement through the manufacturer. In an effort to amicably resolve this matter, T-Mobile will replace the equipment should Ms. [redacted] provided proof of purchase that the equipment was purchased through T-Mobile she may fax this information to my attention at [redacted]. Ms. [redacted] will also have to bring her T-Mobile account to a current balance as it is currently suspended for non-payment with a balance of $1,104.43. Should Ms. [redacted] accept T-Mobile’s offer she may contact me directly at the number provided below within thirty days from the date of this letter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Luv V[redacted] Executive Response

May 11, 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 April 30, 2017, regarding the above-referenced file number. Please be advised that we have made attempts to contact Mr. [redacted], which have regrettably proven unsuccessful.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided. As such, T-Mobile is unable to provide any details regarding the account in question.
However, T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder or Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to 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.
Chris P[redacted]
Executive Response

August 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 July 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced with our Handset Exchange Program and we appreciate the opportunity to provide the necessary details. On January 22, 2017, T-Mobile records reflect Ms. [redacted] purchased a Samsung Galaxy J7 at a cost of $249.99 plus applicable taxes and fees which was a total of $306.24. Ms. [redacted] paid the handset in full at the time of purchase. Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. Wright 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. It is important to note that with our Handset Exchange Program, T-Mobile will replace the customer’s handset with a new or like new handset.
In Ms. [redacted]’s correspondence to your office she states that she would like a new handset that is equal to the value of her Samsung Galaxy J7. Please be advised that pursuant to T-Mobile’s policy, Ms. [redacted] is eligible to receive a replacement handset of the same model handset through our Handset Exchange Program.
Nevertheless, as a gesture of goodwill and a means to amicably resolve Ms. [redacted]’s concerns, on July 24, 2017, T-Mobile applied a courtesy credit in the amount of $130.00. Additionally, upon speaking with Ms. [redacted] on August 1, 2017, T-Mobile offered to apply an account credit in the amount of $176.24 which when added to the aforementioned credit covers the cost of the handset. Ms. [redacted] stated she needed some time to think about the offer and hence did not accept the offer at this time. Should Ms. [redacted] wish to accept T-Mobile’s offer she may contact our office at the number listed below no later than August 11, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

April 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 March 27, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the final balance on his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care department.
On May 20, 2013, Mr. [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text family rate plan for $80.00 per month for two lines of service. Mr. [redacted]’s account was billed by a system known as “bill current”. This means that Mr. [redacted]’s regular monthly rate plan and feature charges were billed in advance of the service being provided.
Mr. [redacted]’s February 3, 2017, monthly billing statement was in the amount of $186.13 and consisted of monthly access charges and fees and taxes for the billing period from January 3, 2017 through March 2, 2017. On February 9, 2017, T-Mobile received a payment in the amount of $186.13. Regrettably, on February 10, 2017, Mr. [redacted] cancelled his T-Mobile account when he ported his lines to a new carrier.
Mr. [redacted]’s final monthly billing statement was in the amount of $1.28 for a late payment fee. Mr. [redacted] was billed $61.33 for his services from February 10, 2017, through March 2, 2017 and an adjustment of the same amount was applied to offset this charge. On March 26, 2017, an adjustment in the amount of $1.28 was applied to the account for the late payment fee.
As Mr. [redacted] paid for services through March 2, 2017, and in an effort to amicably resolve this matter, T-Mobile issued Mr. [redacted] a prepaid refund card in the amount of $61.33 which will be received within seven to ten business days. Mr. [redacted]’s account remains cancelled 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.
Jennifer G[redacted]
Executive Response

April 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 March 29, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding the Handset Exchange Program.   According to our records on May 13, 2015, Ms. [redacted] purchased a Samsung Galaxy S5 through our Equipment Installment Plan (“EIP”). By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. [redacted]’ account this warranty has been extended as she subscribes to the optional JUMP 1.0 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. As such, Ms. [redacted] requested a replacement on March 18, 2017, March 21, 2017, March 24, 2017, March 29, 2017 and March 30, 2017, but were cancelled and not accepted due to manufacturer defects. We apologize for the inconveniences this has caused.   Although, it is T-Mobile’s position that we have honored the Limited Warranty provided by the manufacturer, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has offered a new Samsung Galaxy S7 Edge at no cost to Ms. [redacted] as a replacement. Please note that on April 7, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response