T-Mobile Usa Inc

June 14, 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 5, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to his monthly billing statements and any unauthorized lines on his account. Mr. [redacted]’s March 23, 2016, billing statement reflected a balance of $588.99 which included a past due balance of $420.26 and current charges of $168.73. After tax adjustments of $20.60 the balance was reduced to $568.39. This balance remained unpaid and such the account was canceled for non-payment on April 4, 2016. If a customer has an open Equipment Installment Plan (“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. Accordingly Mr. [redacted]’s EIP charges were accelerated and applied to the April 24, 2016, billing which reflected a balance of $474.38. The following is a breakdown of the charges on the final billing statement: • $270.79 for Sony Xperia Z3 • $159.84 for LG V496 G Pad • $39.60 for Alcatel OneTouch Evolve 2 • $4.15 Late Payment Fee After adjustments, the balance of the April 24, 2016, billing statement was reduced to $389.70; when combined with the past due balance of $568.39, Mr. [redacted]’s total balance due was updated to $958.09. On April 24, 2016, we received a payment of $568.39 for the past due balance, reducing the balance to $389.70. After minor tax adjustment this amount was reduced to $385.58. The account was resumed from cancellation on April 24, 2016, at Mr. [redacted]’s request. The May 23, 2016, billing statement reflected a balance of $271.96 which was for pro-rated charges for the billing cycle of April 24, 2016 through May 22, 2016, as well as full monthly recurring charges for the upcoming billing cycle of May 23, 2016 through June 22, 2016, and EIP charges for the three devices. However, as the account was resumed from cancelation, the accelerated EIP charges were reversed and placed back into the previously accepted EIP agreement, updating the account to a credit balance of $113.62. Please be advised that Mr. [redacted]’s EIP will continue to be charged to his monthly billing statement. Applied to the unpaid balance of $385.58 the current balance due is now $271.96. However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter we offered to credit half of the above amount at $135.98. Mr. [redacted] accepted this offer and stated he was satisfied with our resolution. This reduced his current balance to $135.98 as of June 9, 2016. With regard to Mr. [redacted]’s additional line concerns, T-Mobile records confirm that a new line ending in 4529 was activated on May 27, 2016. This appears to be an inadvertent error as there is no usage on the line. When speaking to Mr. [redacted] on June 9, 2016, we offered to cancel the newly activated line, and credit any additional charges and correct his rate plan. Mr. [redacted] accepted this offer therefore we changed his plan back to the $50.00 Simple Choice North America Unlimited Talk, Text and Data, and a data plan of $45.00 Simple Choice Unlimited and 14GB HotSpot with unRadio. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his 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. Daniel R[redacted] Executive Response

March 9, 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 February 28, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] has been designated as an authorized user of the account.
We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to the “2016 Magenta Port-In and Trade-In” promotion. T-Mobile records confirm that this offer ran from November 24, 2016, to December 21, 2016. Customers who ported in a new voice line and traded-in a handset within this time frame were eligible receive a $200.00 credit via mail-in-rebate. In the event that a trade-in was not received, the $200.00 promotional credit would be provided in the form of $10.00 monthly credits over a 20 month period.
Please be advised that on December 1, 2016, Mr. [redacted] activated four new voice lines on the promotional T-Mobile One 4 Line for $35 / 4th line free rate plan. Of the four lines activated, three mobile numbers were ported in from another service provider. It is important to note that a trade-in device was not received with the above mentioned activations. Therefore, Mr. [redacted] was eligible for a $10.00 credit on three lines of his service over a 20 month period to honor the 2016 Magenta Port-In and Trade-In offer in full.
However, as a courtesy and in an effort to amicably resolve this matter, T-Mobile agreed to send Mr. [redacted] a $600.00 rebate card in lieu of the promotional credits. Mr. [redacted] should expect the refund prepaid card within ten business days from the date of this letter. Pursuant to a conversation with Mr. [redacted], he confirmed that this matter had been resolved in full.
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 retail location.
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

April 28, 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 25, 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. We regret any concerns Ms. [redacted] may have experienced regarding her recent equipment replacement. Our records indicate that on October 31, 2014, Ms. [redacted] took advantage of Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy S5. At that time, Ms. [redacted] was not required to remit a down payment; however, she agreed to pay $51.42 for the taxes for the full retail price of the device, as well as agreed to a series of 24 monthly installments in the amount of $25.40. 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, she is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange 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 reflect that on November 15, 2015, Ms. [redacted] participated in the Limited Warranty Exchange process. Please be advised that if Ms. [redacted] believes her device is not functioning as expected, our Technical Support department can be contacted at 800-937-8997 to have the appropriate troubleshooting steps completed in order to confirm the handset is eligible for an exchange. Alternatively, if Ms. [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choice. Although it is T-Mobile position that all necessary actions have been take to resolve Ms. [redacted]’s equipment concerns, 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. If Ms. [redacted] 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 May 11, 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

July 1, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

                        Your File No. [redacted]                        T-Mobile Account No. [redacted] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2015,regarding the above-referenced account.  Please be advised that we have made severalattempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort toaddress Ms. [redacted]’s concerns within this letter.  T-Mobilerecords indicate that on May 28, 2015, Ms. [redacted] qualified for and tookadvantage of our Equipment Installment Plan (“EIP”) offering with the purchaseof a Certified Preowned Apple iPhone 5S handset for use on her mobile numberending in [redacted].  EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms. [redacted]was asked to make a down payment in the amount of $138.00 and agree to a seriesof 24 monthly installments in the amount of $9.54.  Asof the time of Ms. [redacted]’s purchase of a her handset for use on the mobilenumber ending in [redacted] T-Mobile provided a 20-day return period which allowed Ms.[redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it couldhave been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable EIP entered into atthe time of the original purchase. T-Mobilerecords confirm that on June 1, 2015, Ms. [redacted] contacted Customer Care viaonline live chat and updated her System Identification Module (“SIM”) cardnumber for use on her iPhone 5S device.  T-Mobilerecords confirm that on June 2, 2015, Ms. [redacted] contacted Customer Care viaonline live chat where she reported that her iPhone 5S handset wasmalfunctioning and would not respond. Our records indicate that basic troubleshooting of the device had takenplace and Customer Care offered further troubleshooting assistance.  Please note that our records indicate thatMs. [redacted] advised our chat representative that she would seek assistance ata T-Mobile Retail Location.   Ourrecords confirm that later on June 2, 2015, Ms. [redacted] visited a retaillocation and processed a new EIP for an LG Stylo handset.  Please be advised that this EIP required a$108.00 down payment and a series of 24 monthly installments in the amount of$7.58.   Uponfurther review of Ms. [redacted]’s account, our records confirm that on June 2,2015, Ms. [redacted] contacted Technical Support for assistance regarding heriPhone 5S.  Please note that our recordsconfirm that Ms. [redacted] advised Technical Support that she had sincepurchased a replacement device, and was advised of her return period timeframe. Pleasebe advised that on June 2, 2015, Ms. [redacted] also contacted Customer Careregarding her iPhone 5S device return.  Ourrecords confirm that Ms. [redacted] was provided the address of our NationalReturn Center and was offered an account credit for the cost of her returnshipping and was ensured that if she incurred a restocking fee pertaining tothe return of the iPhone 5S handset, T-Mobile would waive this fee.   Itis important to note that on June 29, 2015, T-Mobile was able to validate thereturn of Ms. [redacted]’s iPhone 5S handset.  OnJune 29, 2015, T-Mobile attempted to contact Ms. [redacted] however she wasunable to be reached.  However, in an effortto amicably resolve Ms. [redacted]’s concerns, T-Mobile has closed Ms. [redacted]’sEIP that was associated to her iPhone 5S purchase.  It is important to note that Ms. [redacted]will receive an automated bill credit of $9.54 for her EIP fee that was assessedon her billing statement dated June 20, 2015, and will be reflected on the July20, 2015.  Additionally, on June 29,2015, T-Mobile applied a $15.65 bill credit to Ms. [redacted]’s account for herreturn shipping charge.   Ms. [redacted]’saccount remains in an active status with a balance of $137.01 for monthlyaccess and applicable taxes and fees for service between June 21, 2015, andJuly 20, 2015, and is due on July 13, 2015.  Please note that Ms. [redacted]’s card that wasused at the time of purchase for the iPhone 5S down payment and tax has beenqueued for a full refund.  It isimportant to note that Ms. [redacted]’s refund may take up to seven business daysfor processing.  T-Mobile asks that Ms.[redacted] contact myself directly if she has any further questions regardingthis matter.   Weregret any inconvenience that Ms. [redacted] may have experienced regarding thismatter.  Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted] Verytruly yours, T-MOBILEUSA, INC. JasonA[redacted] ExecutiveResponse

April 27, 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 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any coverage issues Ms. [redacted] has 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. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. In reviewing the coverage map for Ms. [redacted]’s area, T-Mobile confirmed that she should expect moderate coverage with 4G LTE available in some homes and buildings.
It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Additionally, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her participation in a T-Mobile promotional offer. Please note that there are several eligibility requirements which must be met in order to qualify for promotional offers. Regretfully, T-Mobile has no record of Ms. [redacted]’s submission for the Magenta Port-In offer.
According to our records, on April 12, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $300.00 for half of the value of the Magenta Port In offer for Ms. [redacted]’s mobile numbers ending in [redacted] Please note that this credit satisfied the balance of $276.08 from Ms. [redacted]’s billing statement dated April 10, 2017. Ms. [redacted]’s account remains active with a credit balance of $23.92.
In a continued effort to amicably resolve the matter and upon speaking to Ms. [redacted], on April 25, 2017, T-Mobile applied a credit in the amount of $300.00 toward Ms. [redacted]’s account for the remaining value of the Magenta Port In offer for Ms. [redacted]’s mobile numbers ending in [redacted]. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. Ms. [redacted]’s account remains active with a credit balance of $323.92.
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. 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

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. In addition, an executive has accepted and refunded me my JOD account and all is good.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  T-Mobile is making suggesting statements as to say that this account is not "new" after speaking with a customer service rep on the 2nd of March. DID NOT SAY I HAD A PAST DUE AMOUNT TO BE DUE ON THE 7TH OF MARCH.  With that being said, its as if T-Mobile has reached the point of calling me a liar and also withdrawn supported call on that date March 3. 2017. I've been hit with a balance later and also I want to say that I NEVER gotten a receipt text stating the amount of $369.17 was paid. Therefore, T-Mobile has turn every word I said against me and thriving to support customer service on a twisted information provided me to close the account.  Customer service also stated that they are NOT going to get my account back on track.  T-Mobile assume that I am not attempting to make payment arrangements which I tried in February but instead turned my phone off.  If this need the attention of Attorney General I will seek that legal aspect to assist if not resolved with Revdex.com. This ticket will not be closed until resolved fully. Not to satisfy T-Mobile but the customer, which is me. Not satisfied with response. Again, I appreciate the credit but I need a phone call and I do work T-Mobile can leave a message or maybe the network isn't allowing voice messages to be left on my phone. I am not refusing to speak with a person about this matter.  I just missed the call being that I am at work during the day.
Sincerely,
[redacted]

January 11, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 23, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns that Ms. [redacted] may have regarding 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]’ contact with our Customer Care.T-Mobile records confirm that in our prior response to your office under file number [redacted], T-Mobile changed Ms. [redacted]’ rate plan back to her original plan which is 2 Lines T-Mobile ONE All In promotional rate plan wherein for $110.00 per month, Ms. [redacted] is provided with unlimited talking, texting and data with up to 4G/LTE speeds depending on device capability for her mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] is also subscribed to the $2.00 detailed billing feature. Additionally, Ms. [redacted] has two Mobile Internet (“MI”) lines which are billed as follows:• MI number ending in 6653 which is subscribed to the $20.00 per month T-Mobile ONE Wearable rate plan.  Furthermore, the MI number ending in 6653 is subscribed to the $12.00 JUMP! MI feature. • MI number ending in 8105 which is subscribed to the $25.00 2GB Mobile Internet rate plan.Ms. [redacted] qualified for and took advantage of the following Equipment Installment Plan ("EIP") offerings:• A Samsung Gear S3 Frontier watch, with a down payment of $16.00 and 23-monthly installments in the amount of $16.00 and one final installment in the amount of $15.99. • A Samsung Galaxy S8 T21 Impact Shield, with no down payment but with 23-monthly installments in the amount of $1.46 and one final installment in the amount of $1.41. • A ZTE SyncUP drive device, with no down payment but with 24-monthly installments in the amount of $2.00.• An Apple iPhone 7 Plus T21 EVO glass protector, with no down payment but with 23-monthly installments in the amount of $1.88 and one final installment in the amount of $1.75. • An Apple iPhone 7 Plus OB Defender case, with no down payment but with 23-monthly installments in the amount of $2.50 and one final installment in the amount of $2.49.• An Apple iPhone 7 Plus 128GB handset, with a down payment of $149.99 as well as 24-monthly installments in the amount of $30.00.  • A Samsung Gear S3 Frontier watch, with a down payment of $19.99 and 24-monthly installments in the amount of $16.00. • A Samsung Convertible charging stand, with no down payment but with 23-monthly installments in the amount of $3.75 and one final installment in the amount of $3.74. • A Samsung Iconx headset, with no down payment but with 23-monthly installments in the amount of $8.34 and one final installment in the amount of $8.17. • A Samsung Galaxy S8 defender case, with no down payment but with 23-monthly installments in the amount of $2.09 and one final installment in the amount of $1.92.• A Samsung Galaxy S8 Plus handset, with a $130.00 down payment as well as 24-monthly installments in the amount of $30.00.• A Samsung Galaxy S8 Plus Otterbox defender case, with no down payment and 23 monthly installments in the amount of $2.50 and one final installment in the amount of $2.49.Based on the above findings, Ms. [redacted]’ bill is estimated to be $285.52. After reviewing Ms. [redacted]’ billing statements, it is T-Mobile’s position that Ms. [redacted] has been billed correctly.  It is important to note that in our prior response to your office under file number [redacted], on August 29, 2017, Ms. [redacted] completed a Change of Responsibility for her mobile number ending in [redacted]  A 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 number(s) and, if applicable, the equipment moved to the new account.  It is important to note that any open balance on an account at the time a COR is completed, the balance does not transfer the new customer and the billing responsible party of the transferring account will remain responsible for it. T-Mobile investigated this matter and found that Ms. [redacted] was no longer financially responsible for the mobile number ending in [redacted]  However, the new account holder did not accept financial responsibility for the EIP associated with the handset in use by that mobile number.  As such, the remaining EIP balance for the Apple iPhone 7 Plus 128GB handset, the Apple iPhone 7 Plus T21 EVO glass screen protector and the Apple iPhone 7 Plus OB defender case was not transferred to the new account.  Ms. [redacted] will remain responsible for the mentioned EIP loans.  T-Mobile records confirm that Ms. [redacted] attempted to add a line on her account to use this device; however, as her account was past due at the time of her wanting to add it, she was advised that the account had to be current. Upon speaking to Ms. [redacted] she advised that she is using the handset on her account now and has no further concerns regarding this matter. As previously offered on November 2, 2017, T-Mobile applied credits totaling $352.52 to Ms. [redacted]’ account which was assessed to her November 12, 2017, billing statement and it can be viewed by visiting www.t-mobile.com.  It is T-Mobile’s position that all credits promised to Ms. [redacted] have been applied and as such we respectfully decline any request for further compensation. In Ms. [redacted]’ correspondence to your office she stated that she was offered a 12 part payment arrangement for her balance.  Regretfully, T-Mobile was unable to find any documentation with this offer.   It is important to note that based on a customer’s current situation and account balance, T-Mobile may have the ability to offer a payment arrangement to allow a customer additional time to make a payment.  Please be advised that there are a number of factors that contribute to a customer’s eligibility.  However, T-Mobile cannot guarantee a payment arrangement will be offered. If a payment arrangement is offered there is no guarantee of service.  After review of Ms. [redacted]’ account, on January 4, 2018, a two part payment arrangement was set up wherein she agreed to pay $86.54 on January 11, 2018, and $346.16 on January 25, 2018.In an effort to amicably resolve this matter, T-Mobile set up an Extended Payment Schedule (“EPS") for Ms. [redacted] for the balance of $432.70. Ms. [redacted] agreed to pay this EPS over nine months.  The first eight payments will be $48.07 and the ninth and final payment will be $48.14.  Please be advised that an EPS allows the customer to pay their balance over a period of time as well as brings the customer’s account current.  As of January 8, 2018, the above mentioned payment arrangement has been removed and Ms. [redacted] has a zero balance and her account remains active.  Ms. [redacted] accepted this as resolution to her concerns. 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 [redacted] ext. [redacted].

January 4, 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 December 27, 2016, from Mr. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the 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 concerns Ms. [redacted] may have experienced regarding his recent handset purchase. Our records confirm that on September 19, 2015, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 6S handset. A down payment for the device was not required, and Mr. [redacted] agreed to 24 monthly installments in the amount of $27.09. On October 22, 2016, Mr. [redacted] used our JUMP! upgrade program to purchase an Apple iPhone 7 handset using our EIP program. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the mount of $32.09. The JUMP! program allowed Mr. [redacted] to return his Apple iPhone 6S handset to T-Mobile in good working order, and the EIP for the device would be closed. Mr. [redacted] was then able to purchase the Apple iPhone 7 on a new EIP. Due to an inadvertent error, however, the EIP for the Apple iPhone 6S handset remained active, and Mr. [redacted] continued to be billed the monthly instalment of $27.09. In an effort to amicably resolve Mr. [redacted]’s concerns, on December 26, 2016, T-Mobile issued a credit to his account in the amount of $27.09 for the device installment billed to his November 10, 2016 billing statement. The EIP for the Apple iPhone 6S was closed as of December 29, 2016, and Mr. [redacted] will no longer be billed monthly for the device. Additionally, on December 31, 2016, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $27.09 for the EIP installment for the Apple iPhone 6S billed to his December 10, 2016 billing statement. Mr. [redacted] remitted a payment in the amount of $179.46 on January 2, 2017, and his account remains active, with a zero balance at this time. 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

September 15, 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 2, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.  It is important to note T-Mobile has worked with Ms. [redacted] on past filings to your office and confirm [redacted] and [redacted] are one in the same.    T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] continues to have concerns her service.  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 Ms. [redacted]’ contact with our Customer Care department and our Executive Response Team.    T-Mobile first worked with Ms. [redacted] regarding her coverage concerns in October 2016.  T-Mobile has requested on multiple occasions for our engineers to review the locations Ms. provided that she has coverage concerns.  Our engineers have confirmed our network is working as expected, but enhancements were planned that may assist with Ms. [redacted]’ concerns with an estimated completion date of June 2017.   On June 28, 2017, Ms. [redacted] indicated she will wait through the end of July 2017 to confirm if her coverage has improved.  That same day, T-Mobile offered Ms. [redacted] further troubleshooting if she finds her coverage has not improved and asked that she contact me directly with further concerns.  Regrettably, on August 8, 2017, T-Mobile received an email from Ms. [redacted] indicating she is going to change carriers and asked how she can port her lines to the new carrier.  T-Mobile provided the information Ms. [redacted] requested regarding porting her lines to a new carrier and recommended she discuss the new carrier reimbursing her for final device costs that will bill to the final T-Mobile billing statement.  T-Mobile did not receive a response from Ms. [redacted] after this information was provided.   Upon speaking with Ms. [redacted] on September 6, 2017, she indicated the new carrier will pay for her devices but not the accessories she is paying for through T-Mobile’s Equipment Installment Plan (“EIP”).    In an effort to resolve this matter, T-Mobile ended the EIP for Ms. [redacted]’ Logitech UE Megaboom speaker and her Samsung Tab E tablet saving her $294.99 in final accessory charges.  T-Mobile advised Ms. [redacted] she can keep the speaker and tablet.  Additionally, T-Mobile unlocked Ms. [redacted]’ two Apple iPhone 7 Plus devices so they can be used on another carrier.    Finally, T-Mobile advised Ms. [redacted] we can assist with our Lifetime Coverage Guarantee offer.  Our Lifetime Coverage Guarantee offer allows Ms. [redacted] to continue to pay the monthly installments on her two Apple iPhone 7 Plus devices through T-Mobile.  T-Mobile requested Ms. [redacted] contact me prior to porting her numbers to a new carrier as the Lifetime Coverage Guarantee option must be completed before she transfers her lines to a new carrier.  T-Mobile has not received further contact from Ms. [redacted] regarding this offer and request that she contact me within 14 days from the date of this letter should she wish to take advantage of this offer.  T-Mobile respectfully declines Ms. [redacted]’s request for six months of credit.  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.   Jennifer G[redacted] Executive Response

April 21, 2016
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 April 16, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
We regret to hear of Mr. [redacted]’s concerns regarding T-Mobile’s Advantage Program.  The Legacy Advantage Program offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list.  This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. 
Please note, as of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased.  T-Mobile records indicate that Mr. [redacted] applied for and was approved for the Advantage Program on January 8, 2016 and as this was after April 1, 2014, Mr. [redacted] would not receive a monthly discount but would qualify for a $25.00 Reward Card when purchasing a new device.
However, on April 21, 2015, in an effort to amicably resolve the matter, T-Mobile issued a one-time bill credit to Mr. [redacted]’s account for $90.00 that would equate to a 15% discount to his monthly recurring charges for a period of 12 months as a gesture of goodwill.  The account remains open with a credit balance of $30.95.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
David T
Executive Response

April 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 April 12, 2016, regarding the above-referenced account. We apologize to Mr. [redacted] for any concerns regarding his account. Additionally, 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. On April 11, 2016, T-Mobile records confirm Mr. [redacted] contacted T-Mobile concerning his bill and service charges. Mr. [redacted] was on T-Mobile’s Simple Choice North America Unlimited Talk, Text +10 GB each 2 Lines rate plan at $100.00 per month since November 14, 2015, with the line ending in [redacted] including a Simple Choice North America 20 GB data feature at an additional $10.00 per month. As a courtesy to Mr. [redacted], T-Mobile offered to upgrade his plan to a legacy rate plan that is not currently offered by T-Mobile, T-Mobile’s Simple Choice Family Unlimited Talk, Text + Data for 2 lines at $100.00 that included unlimited high speed data for each line. Please be advised however, the above legacy rate plan offered to Mr. [redacted] was a promotional rate plan that was ineligible to receive additional discounts, including Mr. [redacted] corporate monthly discount provided to him via T-Mobile’s Advantage Program. As such, his rate plan was returned to the original rate plan so that he could continue to take advantage of his corporate discount. After Mr. [redacted] contacted T-Mobile again to discuss his options, per the offered promotional rate plan was a legacy rate plan and ineligible for his corporate discount, T-Mobile was unavailable to update the account to this satisfaction. Nevertheless, in an effort to amicably resolve Mr. [redacted] concerns, T-Mobile updated the rate plan to T-Mobile’s Simple Choice Family Unlimited Talk, Text + Data for 2 lines which includes the unlimited high speed data, at $100.00 per month before applicable taxes and equipment installments, with Mr. [redacted] acknowledgement that this plan is ineligible for his monthly corporate discount. Additionally, T-Mobile also offered an account credit of $60.90, bringing Mr. [redacted] account to a balance of $60.89 as valid and owed. Mr. [redacted] accepted this rate plan change and credit adjustment as resolution. 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. Kimo C[redacted] Executive Response

February 2, 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 2, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted] concerns regarding a CellSpot non-return fee and deposit release. T-Mobile confirms that Mr. [redacted] returned the Wi-Fi CellSpot route and received an account credit of $315.30 for the CellSpot non-return fee and applicable taxes. Mr. [redacted] three deposits of $50.00, $30.00 and $25.00, were released to Mr. [redacted] account and impacted by his final April 24, 2015, billing statement. This resulted in a credit balance of $56.34, reflected on the account. In an effort to resolve this matter amicably, on January 30, 2016, T-Mobile completed an electronic refund for $56.34, to Mr. [redacted] credit card used for the deposits. Mr. [redacted] may expect the refund to reflect his credit card account within one to three business days. 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. Pancho Q* Executive Response

December 28, 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 20, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding our 2016 Apple iPhone Black Friday promotional offer. As part of any promotional offer, our 2016 Apple iPhone Black Friday promotional offer had requirements in order to be eligible to receive the monthly promotional bill credits for the purchase of a new Apple iPhone 7. One requirement to receive the promotional offer was that customers subscribe to a qualifying rate plan and data feature. Customers were required to have or add an unlimited data feature among other qualifying requirements. Unfortunately, in review of Ms. [redacted]’s account at the time of her upgrade to three new Apple iPhone 7 handsets and the acceptance of the 2016 Apple iPhone Black Friday promotional offer, she did not have a qualifying data feature on her lines of service which end in [redacted]. As such, Ms. [redacted] was sent a text message on December 17, 2016, that she did not qualify for the promotional monthly credits for her three Apple iPhone 7 handsets. In an effort to amicably resolve this offer, Ms. [redacted] was offered a grandfathered data feature which included unlimited data for $20.00 per month as the normal rate is now $45.00 per month. Ms. [redacted] elected to add the unlimited data feature to her numbers ending in [redacted]. As such, Ms. [redacted] will now qualify for the 2016 Apple iPhone Black Friday promotional bill credits for her handsets. Please allow up to two bill cycle for the credits to appear. In a further effort to amicably resolve this matter, T-Mobile has agreed to change Ms. [redacted]’s rate plan to our Select Choice unlimited rate plan for $50.00 per month for the first two lines of service. In addition, Ms. [redacted] will be assessed an additional line fee of $5.00 per month for her third, fourth and fifth line of service. Ms. [redacted]’s monthly recurring charges prior to applicable taxes and monthly Equipment Installment Plan charges is $150.99. 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. Martin G[redacted] Executive Response

September 6, 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 August 25, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his recent attempts to utilize our website and mobile device application.  The T-Mobile website and mobile device application provide customers a convenient way to monitor their accounts, including usage, rate plan, and features, as well as providing an easy way to remit payment for their monthly service.  If Mr. [redacted] experiences issues utilizing the T-Mobile.com website or our mobile device application, T-Mobile recommends that he contact Customer Care at 800-937-8997 to get assistance with any questions he may have, as well as to perform the necessary troubleshooting to ensure that he is able to properly utilize these methods to manage his account.  Additionally, if Mr. [redacted] experiences any concerns regarding his balance owed for his service, T-Mobile recommends that he contact Customer Care to dispute any specific concerns he may have prior to remitting payment via the website or mobile device application.  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

August 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] & [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction.    T-Mobile regrets any difficulties Ms. [redacted] may have experienced in regards to unauthorized activity.  T-Mobile has completed its investigation of this matter and determined that the allegation of fraud was substantiated for the account number ending in 1271.  Therefore, Ms. [redacted] has been absolved of all financial responsibility for this account.   T-Mobile encourages Ms. [redacted] to contact the three major credit bureaus to make them aware that she has been a victim of identity theft.  They will instruct Ms. [redacted] further on how to protect herself.  Here is the contact information for the three major credit bureaus:   · TRW/Experian PO Box 949 Allen, TX 75013-0949 (888) 397-3742 · Equifax PO Box 740256 Atlanta, GA 30374 (800) 525–6285 · Transunion PO Box 6790 Fullerton, CA 92834 (800) 680-7289 Fax (714) 447–6034   In addition, in an effort to provide the Un-carrier experience and resolve this matter amicably, T-Mobile applied a onetime courtesy credit of $221.51 to Ms. [redacted]’s account ending in 7542 which is equivalent to one month of service leaving the account reflecting 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.   Oscar T[redacted] Executive Response

September 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 19, 2017, regarding the above-referenced account.
T-Mobile regrets to learn of the concerns Ms. [redacted] has regarding her credit report and we appreciate this opportunity to review this matter. Please note that T-Mobile was unable to locate an account with the personal information provided by Ms. [redacted].
In cases where the account holder of record claims they did not activate the account, T-Mobile requires that party complete a Collection Dispute Form. Once completed, Ms. [redacted] must return the form, with a photocopy of her driver’s license or other government-issued photo identification, and a police report naming the responsible party if possible. This may be sent to my attention at the address listed below or faxed to 505-998-3796. Upon receipt, T-Mobile will review this matter further and apprise Ms. [redacted] of our findings.
Ms. [redacted] has been provided with the below contact number as well as the email address [redacted]@T-Mobile.com and she has been asked to contact me directly if she has any additional questions in regards to 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

September 13, 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 2, 2017, regarding the above-referenced account. We are pleased to report to your office that we have resolved Mr. [redacted]’s concerns regarding international 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 Mr. [redacted]’s recent contact with our Customer Care.
T-Mobile offers customers subscribed to eligible Simple Choice 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 140 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan.
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, email, 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 to Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.
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.
T-Mobile offers a Simple Global blocking feature should customers choose not to utilize the included benefits of Simple Global. T-Mobile records indicate that Mr. [redacted] elected to place the blocking feature through his T-Mobile account on www.t-mobile.com. All of Mr. [redacted]’s lines of service were blocked with the exception of the mobile number ending in 5722. Upon review of Mr. [redacted]’s mobile number ending in 5722, it was subject to the text message rate of $0.50 per message plus applicable taxes totaling $45.76. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile contacted Mr. [redacted] to provide the blocking feature for the mobile number ending in 5722 and offered a credit for the usage charges in the amount of $45.76. It is important to note that Mr. [redacted]’s account had a credit balance of $15.00 prior to the credit offered. As Mr. [redacted] accepted this offer the account balance was updated to a credit balance of $60.46.
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.
Jhayd G[redacted]
Executive Response

Revdex.com:
 
Though I still think that Tmobile representatives are misleading and lack integrity, I appreciate the fact that I was contacted by Brandon, who then told that I would get 2 debit cards, each with 51.82, sent to my home address within 14 days.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that so long as Tmobile follows through with what was promised (both cards, not just one), I will take the loss and find that this resolution is satisfactory.
 
[redacted]

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 22, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to the Carrier Freedom Reimbursement offer and the porting of his mobile numbers to T-Mobile. T-Mobile records indicate that on November 13, 2015, Mr. [redacted] activated three voice lines of service and requested the port in of his mobile numbers ending in [redacted] and [redacted]. Unfortunately, due to an inadvertent error, Mr. [redacted] mobile number ending in [redacted] was ported in and replaced the voice line of service that should have received the mobile number ending in [redacted]. T-Mobile records indicate that this was corrected and Mr. [redacted] three voice lines are currently active. T-Mobile records indicate that at the time of activation Mr. [redacted] entered into three JUMP! On Demand lease agreements. JUMP! On Demand provides customers another affordable option to use the best new devices on our amazing Data Strong network. The lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. Customer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of device. Customers only pay taxes on the capital cost reduction at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service bill. At the end of the 18 month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option T-Mobile records indicate that Mr. [redacted] took advantage of our JUMP! On Demand lease offering with the lease of a Samsung Galaxy S6 Edge Black Sapphire handset, a Samsung Galaxy S6 Edge Gold Platinum handset and an Apple iPhone 6s Silver handset. At the time of Mr. [redacted] lease activation, he was required to pay a capital cost reduction of $99.99. Mr. [redacted] then agreed to 18 monthly lease payments in the amount of $28.50 for the Samsung Galaxy S6 Edge Black Sapphire handset, $28.50 for the Samsung Galaxy S6 Edge Gold Platinum handset and $26.00 for the Apple iPhone 6s Silver handset. At the time of Mr. [redacted] lease activation, T-Mobile was offering two JUMP! On Demand promotional handset offers, the Apple iPhone 6s $5.00 or $15.00 offer, and the Samsung Galaxy S6 Edge $14.50 to $19.50 offer. As a part of this offer, Mr. [redacted] would have been required to trade-in a qualifying handset to receive a billing credit to offset the monthly lease payment to either $5.00 or $15.00 for 18 months for the Apple iPhone 6s handset, or $14.50 to $19.50 for the Samsung Galaxy S6 Edge handset. T-Mobile records indicate that Mr. [redacted] traded in an Apple iPhone 6 16GB Silver handset during the lease activation of his Apple iPhone 6s handset. Therefore, Mr. [redacted] qualified for 18 monthly billing statement credits of $22.00 to offset the lease payment to $5.00 per month for 18 months. Additionally, Mr. [redacted] traded in a Samsung Galaxy S4 Mini handset during the lease activation of his Samsung Galaxy S6 Edge Black Sapphire handset. Therefore, Mr. [redacted] qualified for 18 monthly billing statement credits of $9.00 to offset the lease payment to $19.50 per month for 18 months. Mr. [redacted] also traded in a Samsung Galaxy S5 handset during the lease activation of his Samsung Galaxy S6 Edge Gold Platinum handset. Therefore, Mr. [redacted] qualified for 18 monthly billing statement credits of $14.00 to offset the lease payment to $14.50 per month for 18 months. It is important to note that enrollment in the above-referenced promotions disqualified Mr. [redacted] from participation in the Carrier Freedom handset reimbursement program. As Mr. [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. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. On December 12, 2015, T-Mobile received Mr. [redacted] reimbursement documentation. On December 23, 2015, Mr. [redacted] reimbursement for his early termination fees associated with the mobile number ending in 1292 was approved. Unfortunately, as Mr. [redacted] had already participated in the above-referenced Apple and Samsung JUMP! On Demand promotions, his submission for the reimbursement of his remaining handset balance with his previous carrier in association with the mobile number ending in [redacted] was declined. T-Mobile regrets any inconvenience to Mr. [redacted]. Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve the matter, upon speaking with Mr. [redacted], T-Mobile will allow Mr. [redacted] to resubmit his previous carrier’s billing statement within 30 days of this letter, directly to my attention at [email protected]. Upon receipt of Mr. [redacted] submission, T-Mobile will assess his remaining handset balance and issue a refund up to $350.00, in the form of a prepaid refund card, to Mr. [redacted] billing address, within seven to ten business days 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