T-Mobile Usa Inc

June 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 10, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any confusion that Mr. [redacted] may have experienced in regards to the manner of his refund. In Mr. [redacted]’ letter to your office he indicates that he has yet to receive the pre-paid debit card that was sent to his address of record. It is important to note that Mr. [redacted]’ refund was approved on June 4, 2016, and that it may take up to 7-10 business days to be received; which would have been June 17, 2016. Please be advised that T-Mobile issues all refunds through our vendor Citibank in the form of a pre-paid debit card rather than a paper check. However, should Mr. [redacted] prefer a paper check he may contact Citibank at 1-800-522-7458 to request it be sent to his address of record. It is important to note that this may further delay Mr. [redacted]’ refund. 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. Shannon R[redacted] Executive Response

December 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 December 17, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted]’s billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Mr. [redacted]’s payment that was due on October 19, 2016, was not received on time. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls on November 3, 2016. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment later that day on November 3, 2016, and the account was reactivated, and the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records confirm that Mr. [redacted]’s billing statement dated November 27, 2016, included the monthly recurring charges for services from November 27, 2016, through December 26, 2016, as well as a charge for the prior month’s rate plan which was a re-rate of charges for service rendered from October 27, 2016, through November 26, 2016. Please note, as Mr. [redacted] was being re-rated for the prior month’s service charges, due to his service being suspended mid cycle, he was going to receive a credit for the prior month’s service charges reflected on the billing statement dated October 27, 2016, once the new billing statement was generated after December 27, 2016. Nevertheless, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $207.56 for the re-rate in service as well as the restore from suspend fees. Mr. [redacted]’s account now reflects a remaining balance of $224.86. 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

September 14, 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 September 1, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is Jr. [redacted], and that he has designated [redacted] as an authorized user of the account.   T-Mobile regrets any Carrier Freedom and JUMP! On Demand (“JOD”) concerns Ms. [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]’s contact with our retail location.   T-Mobile records confirm that Ms. [redacted]’s account was activated on February 25, 2016.  As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.  There are several eligibility requirements to be met in order to qualify for Carrier Freedom.  One of these requirements is that customers must submit for reimbursement at www.switch2tmobile.com within 30 days of activation.  As it has been over 30 days since Ms. [redacted]’s activation, she no longer qualifies for Carrier Freedom.   T-Mobile records indicate that Ms. [redacted] received a Samsung Galaxy S6 Edge Plus handset and an Apple iPhone 6S handset on February 25, 2016, through T-Mobile’s JOD lease program.  JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.   On August 26, 2017, due to the handsets on our JOD lease program not being returned, the purchase option price of $367.21 was assessed to Ms. [redacted]’s account.    Nevertheless, on September 3, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $367.21 to Ms. [redacted]’s account for the purchase option price of her Samsung Galaxy S6 Edge Plus and Apple iPhone 6S handsets.  Ms. [redacted]’s account currently reflects a zero balance.  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

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.
One note of clarification though. It says in paragraph 4 the following: "At the time of activation Mr. ** purchased a new iPhone 6 Plus 128GB with IMEI number [redacted]."
It states that the device was a 128GB iPhone 6 Plus. The actual device was 64GB. Attached is a PDF of the receipt from the Apple store. 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The $218 was to cover a supposed past due balance that Per T-Mobile has been 840 days past due I have asked for a copy of billing and payments as I do not believe this to be true and want proof of where I became past due as promise by Jennifer. I would have within a few days and have not received  .  Unless I receive documents I am not satisfy with the   "Allowance" given to my account. Sincerely,[redacted]

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

June 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 June 15, 2017, regarding the above-referenced account.
On June 19, 2017, T-Mobile contacted Ms. [redacted] to inform her that the account is currently cancelled, and pending the generation of the following billing statement to reflect charges from the billing period of May 23, 2017, through June 22, 2017, which is the billing period in which the three mobile numbers ending in [redacted], and [redacted] were cancelled. The review of the account is scheduled to take place on June 27, 2017, to allow the billing statement to generate, and for T-Mobile to verify the amount that will need to be credited to leave the account with a zero balance. T-Mobile informed Ms. [redacted] that after the adjustments are placed onto the account, a final billing statement will be generated the following month, on or around July 23, 2017, reflecting a zero balance.
Ms. [redacted] was also reminded that should she have any questions in the interim, she has been provided my direct contact information. T-Mobile will be sharing the findings of the account review on June 27, 2017 with Ms. [redacted] via email.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

February 10, 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 January 28, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his international coverage. As Mr. [redacted] mentions in his correspondence, he is roaming internationally outside of the United States. As Mr. [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areas when roaming on another carrier’s network. There are many factors that may affect Mr. [redacted]’s coverage while utilizing another carrier’s network outside of the United States, such as the other carrier’s cell equipment or congestion issues with their towers. T-Mobile has processed troubleshooting steps to ensure that Mr. [redacted]’s handset or SIM Card were not causing his connection issues and have not found them to be at fault. However without being able to speak directly to him we are unable to complete all necessary troubleshooting steps. On February 2, 2016, T-Mobile applied a courtesy credit of $69.89, for the billing cycle charges from January 25, 2016 through February 24, 2016, reducing the account to a zero balance. Should Mr. [redacted] wish to process any additional troubleshooting, he may contact me directly at the number listed below or reply directly to the emails that we have sent to him. We look forward to hearing from Mr. [redacted] and resolving 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. [redacted] Executive Response

August 31, 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 18, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our Customer Care.   Please be advised that T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.    Upon reviewing the address listed on the account, T-Mobile found that Mr. [redacted]’ area is served by our network with the following spectrums: LTE 2100 MHz as well as1900 MHz for 4G services. Mr. [redacted]’ area is also served by our 2G technology. Additionally, T-Mobile confirmed that Mr. [redacted] is utilizing an Apple iPhone 7 Plus handset and a Samsung Galaxy S8 handset in association with the mobile numbers on his account, which are able to access all of the above referenced spectrums. It is T-Mobile’s position that Mr. [redacted] is receiving the expected coverage for his area. Should Mr. [redacted] continue to experience issues with coverage, T-Mobile recommends that he contact our Customer Care to evaluate and troubleshoot service and coverage issues.  T-Mobile regrets any inconvenience Mr. [redacted] has 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 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.
as long as the deal holds up this time. I will stop leaving messages on mr plums phone. never calls back anyway. thank you and have a wonderful day
Sincerely,
[redacted]

December 4, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 2, 2015, regarding the above-referenced account. T-Mobile is pleased to have had the opportunity to resolve this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns regarding Ms. [redacted]’s recent handset credit. Our records indicate that on November 19, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) offering, with the purchase of an Apple iPhone 6 Plus 64GB handset. Please note that at the time of purchase, Ms. [redacted] was asked to make a down payment in the amount of $99.99, and agreed to pay the remaining balance of the device, in the amount of $750.00 in 24 payments of $31.25. On November 21, 2014, Ms. [redacted] contacted Customer Care to report that she received the wrong memory variant for the handset, and would be sending the handset back to T-Mobile. Please note that T-Mobile did not receive the handset within the 60-day return period, and as such, Ms. [redacted] continued to be charged the monthly installments for the handset. Later, on February 10, 2015, Ms. [redacted] paid off the remaining balance owed on the handset, in the amount of $625.00. Our records indicate that the handset was later received at the T-Mobile warehouse, and on October 15, 2015, the $625.00 was credited back to the account. Later, on November 4, 2015, credit totaling $269.99 was issued to the account, for the down payment and taxes, as well as the previously billed EIP installments. The total credit issued was in the amount of $894.99. Please note that the a portion of the credit was absorbed due to the fact that the billing statement dated November 5, 2015, was recently posted to the account, leaving the account with a revised credit balance of $630.14. Pursuant to our conversation with Ms. [redacted], she asked that we refund the credit to her checking account. Our records confirm that the funds transfer in the amount of $630.14 was initiated to Ms. [redacted]’s bank account on December 1, 2015, to be reflected in Ms. [redacted]’s account within one to three business days. T-Mobile is currently awaiting confirmation from Ms. [redacted] that the refund was successful. As a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, T-Mobile agreed to credit Ms. [redacted]’s billing statement dated December 6, 2015, when it posts to the account. Ms. [redacted] has accepted this offer as resolution in full 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. Kayla J[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. Thank you soooo much for your assistance!Sincerely, [redacted]

October 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 12, 2016, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. Please be advised that we have made attempts to contact [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] may have experienced regarding the above-referenced account. Our records confirm that Mr. [redacted] activated his account on October 11, 2014, with two lines of service ending in [redacted] and [redacted]. On September 9, 2016, Ms. [redacted] preordered an Apple iPhone 7 via our Equipment Installment Plan (“EIP”) program. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $27.09. Additionally on September 9, 2016, a second Apple iPhone 7 handset was leased via our JUMP! On Demand lease program. This lease requires an 18 month lease, with monthly payments in the amount of $27.00. At the end of the 18 month lease period, Mr. [redacted] must return the handset to a T-Mobile retail location in good working order, or remit payment for the purchase option price in the amount of $163.99 and retain possession of the device. As part of Mr. [redacted]’s JUMP! On Demand lease upgrade, he was required to return his previously leased device, an Apple iPhone 6S space gray handset. Regrettably, our records do not indicate that the handset has been received by T-Mobile as returned. Additionally, our records confirm that Mr. [redacted] traded in an Apple iPhone 6S in rose gold at the time of the purchase of the iPhone 7 on an EIP. This device was traded in via our JUMP! program, and as such the EIP for the iPhone 6S in rose gold was closed as of October 13, 2016. Mr. [redacted] will no longer be billed monthly for the device. Additionally, on October 13, 2016, T-Mobile issued a courtesy credit in the amount of $54.09 for a month of the billed charges for the handsets Ms. [redacted] indicated were returned. In an effort to amicably resolve Ms. [redacted]’s concerns, on October 21, 2016, T-Mobile closed the lease for the iPhone 6S in space gray. As such, Mr. [redacted] will no longer be billed for the handset. Additionally, on October 21, 2016, T-Mobile issued a courtesy credit to Mr. [redacted]’s account in the amount of $200.00, for the inconvenience. Mr. [redacted]’s account remains active, with a balance of $87.65. Payment for this balance is due November 6, 2016. Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance due. T-Mobile regrets any inconvenience Ms. [redacted] or 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

February 23, 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 21, 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 Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. Our records confirm that Ms. [redacted] activated her account on September 26, 2014, with her line of service ending in [redacted]. Ms. [redacted] subscribed to our Simple Choice Value Unlimited Talk, Text and Data rate plan at $50.00 monthly, as well as our JUMP! 2 handset protection feature at $10.00 monthly. JUMP! 2 provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period. It is important to note that if a JUMP! 2 upgrade is performed, the previous EIP is closed, and a new EIP for the financed cost of the new handset is started. Please note, the new EIP is for the full retail cost of the new handset. Ms. [redacted] purchased an Apple iPhone 6 handset on September 26, 2014, utilizing our EIP offering. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Ms. [redacted] was not required to remit a down payment, but agreed to 24 monthly installments in the amount of $27.08. Ms. [redacted] utilized our EIP program once again on September 28, 2014, with the purchase of a Logitech UE Boom Bluetooth speaker with 24 monthly installments of $8.33. Our records confirm that Ms. [redacted] participated in the JUMP! 2 handset upgrade program on September 5, 2015, with the purchase of a Samsung Galaxy S6 Edge handset, as well as several accessories, utilizing our EIP offering. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $30.76. It is important to note that the details of this EIP agreement were provided at the time of Ms. [redacted]’s purchase, and required her signature to accept the new EIP and monthly installments. Please note that Ms. [redacted] traded in her Apple iPhone 6 handset at the time she purchased the Samsung Galaxy S6 Edge, as part of the JUMP! 2 upgrade program. The EIP for the Apple iPhone 6 was closed at that time. Prior to Ms. [redacted]’s JUMP! 2 upgrade, she remitted payments for the Apple iPhone 6 in the totaling $324.96. As Ms. [redacted] agreed to the EIP at the time of the handset purchase, T-Mobile respectfully declines any compensation for the payments remitted for the Apple iPhone 6 handset. Please note that Ms. [redacted]’s account remains active, with a balance of $259.29. This balance includes past due monthly access charges, late payment fees, applicable taxes, and monthly EIP installments. As Ms. [redacted]’s account is past due, T-Mobile recommends that she contact Customer Care at 800-937-8997 to arrange for payment of the balance due, as well as to prevent service interruption. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Revdex.com:
I just got a call 6/27/15 and resolved itSincerely, [redacted]

Tell us why here...
January 10, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]...


[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a correspondence dated December 28, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that the business has designated Mr. [redacted] as an authorized user of the account. T-Mobile has made attempts to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concern Mr. [redacted] experienced regarding the return of his handset. Our records confirm that on March 25, 2017, Mr. [redacted] signed and agreed to an Equipment Instalment Plan (“EIP”) on the line ending in [redacted] for an LG G6 handset with a down payment of $26.00 and 24-monthly installments of $26.00.
Please be advised that on March 29, 2017, Mr. [redacted] spoke with T-Mobile’s Executive Response Team regarding replacing an LG V10 handset that he had concerns with. At that time, Mr. [redacted] was offered to return his handset in exchange for a $250.00 down payment waiver towards the EIP purchase of an LG V20 handset. Our records confirm that Mr. [redacted] agreed to the terms.
It is important to note that Mr. [redacted] was sent a replacement LG G6 handset on EIP for the line ending in [redacted], and Mr. [redacted] opted to return the original LG G6 and LG V20 handsets in exchange for Samsung Galaxy S8+ handsets. It was agreed that upon receipt of the LG handsets being returned to the corporate offices, the EIP for each returned handset would be waived.
On April 19, 2017, T-Mobile’s received an LG V10 handset and an LG G6 handset from Mr. [redacted]. As such, on April 21, 2017, the EIPs associated with the handsets were waived as agreed. Additionally, on May 15, 2017, T-Mobile’s corporate offices received a package including the second LG G6 as well as the LG V20 handsets. Regretfully, due to an inadvertent administrative error, the EIPs associated with the remaining two LG handsets were not closed. As such, Mr. [redacted] was charged $26.00 per month for the LG G6, and $9.59 for the LG V20 between June 2017, and December 2017.
Our records confirm that the total Mr. [redacted] was charged after the handsets were returned was $208.00 for the LG G6 handset and $76.72 for the LG V20. In an effort to resolve Mr. [redacted]’s concerns, T-Mobile has closed both EIPs as well has applied a credit of $284.72 for the previously assessed EIP charges to Mr. [redacted]’s account revising his current balance to a credit of $60.62. 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 [redacted]

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

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] F. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his attempts to transfer his mobile numbers to another service provider. Please note that in order to transfer a number to another provider, the line of service must be active. Cancelled lines are unable to be transferred.
The account was cancelled for non-payment on March 13, 2017. The account remains closed with a balance of $4,271.53 which consists of monthly access charges, monthly EIP installments, applicable taxes, and fees from the billing statements dated December 9, 2016, through April 9, 2017. It is T-Mobile’s position that this balance is valid and owed.
T-Mobile records confirm that, on April 24, 2017, T-Mobile received a request to transfer Mr. [redacted]’s mobile numbers to another provider. As the account was previously cancelled, T-Mobile was unable to assist with Mr. [redacted]’s request.
However, if Mr. [redacted] would like to remit payment for his outstanding balance in order to have his service restored, upon reactivation his mobile numbers he would then be eligible for porting.
As a courtesy to Mr. [redacted], T-Mobile has placed a hold on the account in order to prevent further collection activity and to allow for Mr. [redacted] to remit payment and bring his account to a current status. Mr. [redacted] can make a payment by contacting Customer Care at 800-937-8997. 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.
Brandon M[redacted]
Executive Response

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

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 2017, regarding the above-referenced account. T-Mobile is pleased to report that upon speaking with Ms. [redacted], we have resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
T-Mobile records reflect that on June 30, 2017, Ms. [redacted] requested to relinquish two mobile numbers ending in [redacted] and [redacted] through a Change of Responsibility. A Change of Responsibility (“COR”) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbers and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.
The mobile number ending in [redacted] had a device leased through JUMP! On Demand. JUMP! On Demand is a lease program that breaks a phone’s cost down into 18 equal monthly payments with zero down upfront. Once a customer is in JUMP! On Demand, they can swap out for a new phone up to three times per year without having to pay to upgrade. If the customer does not upgrade, at 18 months they will have the choice to either trade-in or buy the phone for the remaining balance of what it would cost at full retail. The best part is, there is not an extra mark-up at the end – the customer pays the difference between the phone at full retail and however much they paid during those 18 months. On May 19, 2017, Ms. [redacted] agreed to the lease for a Samsung Galaxy S8 device.
The mobile number ending in [redacted] had a device financed through our Equipment Installment Plan (“EIP”) offering. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. On May 19, 2017, Ms. [redacted] agreed to an EIP for a Samsung Prime device.

When completing a COR, the new customer may elect to perform a credit check for a postpaid account, have an account with no credit check, or elect to have a prepaid account to take ownership of the numbers in question. It is important to note that only postpaid accounts may be eligible for accepting loans while transfer of ownership is performed, based on requirements and approval after a credit check. Pursuant to the terms of the lease on JUMP! On Demand which were agreed upon accepting the lease, leases cannot be transferred to another account.
T-Mobile records reflect that the account type elected by the new owner of the mobile numbers is not eligible for the EIP to be moved. On August 1, 2017, T-Mobile contacted Ms. [redacted], and explained that leases are not transferrable, and that based on the account type selected for the mobile numbers mentioned above, the new account is not eligible to have the loan transferred to it.
In an effort to amicably resolve the matter, T-Mobile closed both the lease and EIP for the devices in question to keep her from being assessed any future installment payments for both devices effective on her next billing statement which will produce on or around August 27, 2017. Pursuant to our conversation, Ms. [redacted] considers the matter resolved, and has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

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]