T-Mobile Usa Inc

April 21, 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 16, 2016 regarding the above-referenced account. We are glad to inform you that T-Mobile has resolved all of Mr. [redacted]’s concerns to his satisfaction T-Mobile regrets any equipment concerns Mr. [redacted] experienced. Our records indicate on February 24, 2016, Mr. [redacted] purchased an HTC One M9 device on our Equipment Installment Plan (“EIP”) and agreed to pay $18.75 per month for 24 months. At the time of Mr. [redacted]’s purchase, T-Mobile provided a 14 days return period to Mr. [redacted] that allowed him to use the device to see if it met his needs. Additionally, our records show that Mr. [redacted] elected to add the optional Premium Handset Protection (“PHP”) feature that included warranty coverage to the device used on the mobile number ending in [redacted]. This feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it as defined in the program brochure. Please note that customers with PHP can contact T-Mobile to initiate an exchange under the PHP warranty program. The PHP warranty program provides customers with replacement equipment of the same or like-kind model, provided that the non-working equipment is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. As such, on April 14, 2016, Mr. [redacted] took advantage of his PHP feature and processed a warranty exchange and the replacement device was delivered to him on April 15, 2016. However, Mr. [redacted] continued to encounter issues with the camera and the picture quality. Further research shows there is currently a known issue with the HTC One M9 devices which can cause blurry or unfocused photos, pixilation, or grainy texture in pictures or loss of detail in photos. HTC, the manufacturer of this device, is working to improve the camera experience on the HTC One M9 in a future software update; unfortunately there is not an estimated time of resolution in place currently. T-Mobile regrets any dissatisfaction Mr. [redacted] encountered with his device. However, in an effort to resolve Mr. [redacted]’s concerns on April 19, 2016, T-Mobile offered to apply a credit of $37.50 which is equal to the amount he has paid towards his HTC One M9 device as well as any sales taxes and shipping costs and apply it towards the purchase of a new device if Mr. [redacted] is not satisfied with his current handset, however Mr. [redacted] declined our offer. As such, T-Mobile has agreed to allow Mr. [redacted] to return his HTC One M9 directly to the address below by or before May 19, 2016. Upon receipt, T-Mobile will apply a credit to pay off the EIP balance on the HTC One M9 device and absolve Mr. [redacted] of any financial responsibility linked to the returned device. In the meantime, Mr. [redacted] will continue to use his T-Mobile service with a device he currently owns and his account remains active with a credit balance of $17.48. T-Mobile USA Inc. Attention: [redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 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

November 10, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
We are sorry to hear that Ms. [redacted] had a dispute regarding her billing. T-Mobile records indicate that on November 4, 2015, Ms. [redacted] qualified for and took advantage of our JUMP On Demand (“JOD”) offering with a lease of the Samsung Note 5.  JOD is a new way for customers to upgrade to the hottest devices whenever they want. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
 
At the time of lease, Ms. [redacted] was not required to make a down payment; however, she then agreed to a series of 18 monthly installments in the amount of $29.00 plus $2.16 tax, which will appeared on the first bill following the lease of the device. 
 
Additionally, on November 4, 2015, and November 5, 2015, Ms. [redacted] accepted Equipment Installment Plans (“EIP”) for accessories for her new Samsung Note 5; an S-View Black case and a Puretek Roll On Glass screen protector. At the time of purchase, Ms. [redacted] was not required to make a down payment, however she accepted to 24 monthly installments of $3.86 which also appeared on the first billing statement following the purchase.
 
Our records further reflect that on June 19, 2016, Ms. [redacted] experienced complications with her device following a software upgrade and she went into the T-Mobile retail location for a troubleshooting and a possible replacement. Due to an inadvertent administration error, the retail representative completed a JOD upgrade instead of an exchange, replacing her defective Samsung Note 5 for a new Samsung Note 5 with a new JOD lease. Due to a system error, the description on the new device reflected the Samsung Galaxy S6 Edge however, the unique serial number or International Mobile Equipment Identifier (“IMEI”), was reflecting Ms. [redacted]’s new Samsung Note 5. We apologize for the inconvenience and confusion this caused Ms. [redacted].
 
T-Mobile records sadly reflect that Ms. [redacted] then canceled her account on September 27, 2016, when she ported her mobile number ending 8003 to another service provider. Ms. [redacted] billing cycle ran from the 24th of one month to the 23rd of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through October 23, 2016.
 
It is important to note that 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. As Ms. [redacted] did not return the device, she was billed a total of $330.41 for the remaining lease payments and taxes plus $119.26 for the purchase price option on her final billing statement dated October 24, 2016.
 
Additionally, Ms. [redacted] had an outstanding EIP for her accessories, therefore when the account was canceled the remaining EIP balance of $48.62 was accelerated and posted to the final billing.  It is T-Mobile's position that the remaining EIP balance is valid and owed.
 
Although, it is T-Mobile’s position that Ms. [redacted] was billed accordingly for the JOD lease based on the serial number and was fraud was not substantiated, as a courtesy and in an effort to resolve her concerns, T-Mobile has issued a credit in the amount of $596.30, consisting of the JOD accelerated payments, purchase price option and the prorated monthly access charges from September 28, 2016, through October 23, 2016. This leaves Ms. [redacted]’s account closed with a final balance of $150.76 consisting of $93.18 monthly access charges and JOD payment from August 24, 2016, through September 23, 2016, $8.96 prorated charges from September 24, 2016, through September 27, 2016 and the accelerated Note 5 accessories. Please note that on November 7, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

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]

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

receipt of your correspondence dated January 21, 2017, regarding the above-referenced 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 Mr. [redacted]’s concerns with our recent “2016 Apple iPhone Black Friday” offer and the status of his submission. Please be advised that between November 24, 2016, and November 27, 2016, T-Mobile offered the 2016 Apple iPhone Black Friday offer for new and existing postpaid customers who trade-in a qualifying handset, and subscribed to the T-Mobile ONE rate plan or existing customer who were on an eligible rate plan. Customers that purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and trade-in a qualifying handset would receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Please note that those that trade-in a Samsung Galaxy S6 Edge device, such as Mr. [redacted], will receive the phone for free after a trade-in credit and monthly EIP bill credits. Similarly, those who traded in a Samsung Galaxy S5 will receive the phone for $100.00 after a trade-in credit and monthly EIP credits. T-Mobile records indicate that between November 25, 2016, and November 27, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of four new Apple iPhone 7 devices. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. As Mr. [redacted] mentions in his letter to your office, he is currently subscribed to the T-Mobile One rate plan and as such, qualifies for the 2016 Apple iPhone Black Friday provided that the trade in handsets are received. Regretfully, T-Mobile has no record of the two above mentioned Samsung Galaxy S5 handsets being received at our trade in warehouse. It is also important to note that the two Samsung Galaxy S6 devices were received at a different warehouse which created a delay in receiving the benefits of the promotional offering. While T-Mobile has not record of receiving the two above mentioned Samsung Galaxy S5 devices, in an effort to amicably resolve this matter, T-Mobile agreed to honor the promotion in full for all four of the Apple iPhone 7 devices. Accordingly, Mr. [redacted] has been provided with the full value of the 2016 Apple iPhone Black Friday offer. 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. Alberto V[redacted] Executive Response

January 30, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated January 19, 2016 regarding the above-referenced account. T-Mobile made several attempts to contact Ms. [redacted] both by phone and by email, but we were unsuccessful in reaching her. Regretfully, with the information available, T-Mobile is unable to locate the account associated with Ms. [redacted] letter to your office. T-Mobile would like the opportunity to speak with Ms. [redacted] and work toward an amicable resolution; we request that she contact me directly at the number below to discuss 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

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

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has in regards to the purchase option price for a handset in her account. T-Mobile records indicate that on July 18, 2015, Ms. [redacted] qualified for our JUMP! On Demand (“JOD”) offering with the lease of an iPhone 6 16 gigabyte (“GB”) handset for mobile number ending in 6792. Ms. [redacted] was not required to make a capital cost reduction payment and then she agreed to an 18-monthly lease payment for $27.00 a month with a purchase option price of $163.92. Please note that all pricing is before any applicable taxes.
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. At the end of the lease, qualified customers are provided with the option to finance the purchase option price with a no-interest, nine month installment plan. This is also referred to as Purchase Option Installment Plan (POIP). Taxes on POP are due at time of POIP creation.
Our records further indicate that on March 15, 2016, Ms. [redacted] provided permission for a COR to be processed on her mobile numbers ending in [redacted] and [redacted]. On March 17, 2016, the COR was completed and Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] were transferred to a new account and owner. Unfortunately, JOD leases are not eligible to be transferred to another account when a COR is processed. We are sorry for any misinformation in regards to our COR process.
Please be advised that as Ms. [redacted]’s lease agreement came to an end, as such, the purchase option price for the above mentioned iPhone 6 handset became due and is reflecting in Ms. [redacted]’s billing statement dated February 20, 2017. Unfortunately, since the above number was no longer active on Ms. [redacted]’s account, the POIP was not an available option. Please note that T-Mobile considers the charge to be valid and owed. However, in an effort to amicably resolve Ms. [redacted]’s concern on March 28, 2017, T-Mobile applied a $176.62 credit. Ms. Account currently reflects a balance of $259.81 due on April 7, 2017. 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.
Juan B[redacted]
Executive Response

August 5, 2015 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 a letter dated July 27, 2015 from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile spoke to Mr. [redacted] on August 3, 2015 and he has indicated this is resolved to his satisfaction. T-Mobile regrets Mr. [redacted]’s concerns regarding his handset. Please be advised that T-Mobile provides customers with a one-year Limited Warranty on new T-Mobile handsets purchased from T-Mobile or T-Mobile authorized dealers. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please be advised that with each handset purchase a set of Terms and Conditions including the Limited Warranty policy is provided. This Limited Warranty states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” On occasion T-Mobile may offer an alternative handset however T-Mobile records do not show an alternative handset is available for Mr. [redacted]’s current handset. Another option available is that Mr. [redacted] may go directly through the handset manufacturer to confirm if the handset can be repaired. Please be advised Mr. [redacted] will need to agree to their terms as they are a separate company from T-Mobile. The device being utilized by the mobile number ending in [redacted] is under warranty until March 3, 2016. As the device is covered under the Limited Warranty, Mr. [redacted] has agreed to exchange his device through our Handset Exchange Program. On August 3, 2015, T-Mobile processed an exchange for Mr. [redacted]’s defective device which should arrive within four to six days. Please note that the Limited Warranty will remain with the replacement handset until March 3, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

Revdex.com:
I   talked with BB via online chat and facebook chatThey  told me that my account has now zero balance since I  was never a t mobile subscriber.
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]

Complaint: [redacted]
I am rejecting this response because: T-Mobile has taken of the issue already, Thank you.
Sincerely,
[redacted]

September 14, 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 3, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Ms. [redacted] 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 recent contact with our retail location.
T-Mobile records indicate that on August 18, 2017, Ms. [redacted] activated two additional lines of service. The mobile number ending in [redacted] was added as a fifth voice line to the $120.00 Simple Choice North American Unlimited Talk, Text, Plus 10GB Each 4 Line rate plan. This line of service was added for an additional $20.00 per month. Additionally, the mobile internet line ending in 5577 was activated on the $20.00 Simple Choice North American Mobile Internet 2GB rate plan. Additionally, Ms. [redacted] has an additional mobile internet line ending in 3722 that is on the $35.00 Simple Choice North American 6GB Mobile Internet rate plan. Please be advised that both mobile internet lines receive a $10.00 discount as Ms. [redacted] has a voice lines accompanying them. Additionally, Ms. [redacted] is paying $12.00 for each of her five voice lines to have T-Mobile’s JUMP! feature which includes handset insurance. Including applicable taxes, fees, and discounts, Ms. [redacted]’s expected monthly recurring service charges were $270.00 per month.
In addition to the rate plan and feature costs referenced above Ms. [redacted] has numerous Equipment Installment Plan (“EIP”) charges totaling $163.69 per month for prior handset and accessory purchases and leases. Included in the $163.69 were the Samsung Galaxy S8 Plus and Samsung Galaxy S8 purchased on August 18, 2017, utilizing T-Mobile’s EIP offering. Ms. [redacted] was required to remit a down payment of $110.00 for her equipment and she agreed to 24 monthly installment plan charges $30.00 per device. Please note that T-Mobile was running a Buy One Get One (“BOGO”) offering at the time of purchase but regretfully Ms. [redacted]’s rate plan does not qualify for the promotion.
In an effort to amicably resolve this matter, on September 5, 2017, T-Mobile credited one Samsung Galaxy S8 EIP balance of $720.00. Furthermore, T-Mobile applied a remaining courtesy credit of $230.00 toward the open EIP balances on the account. Lastly, T-Mobile changed Ms. [redacted] to the T-Mobile ONE rate plan at her request. Upon speaking with Ms. [redacted] she accepted this as resolution. Ms. [redacted] can expect her monthly access charges and EIP charges to total $388.23 including taxes each month.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

March 7, 2018
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 February 23, 2018, regarding the above-referenced account. Please be advised that we have made several attempts to get in contact with Mr. [redacted] which have proven unsuccessful. As such, we will make every effort to address his concerns within this letter.
T-Mobile regrets any payment concerns Mr. [redacted] has experienced. Records indicate that Mr. [redacted] submitted a payment of $200.00 on February 16, 2017. The arrangement that Mr. [redacted] is referring to in his correspondence to your office is our Extended Payment Schedule (“EPS”) option. An EPS is a payment arrangement that allows customers to pay their balance off in monthly installments. Unfortunately, Mr. [redacted] does not qualify for this option because his balance includes his previous unpaid EPS installments. T-Mobile regrets any inconvenience to Mr. [redacted].
In efforts to amicably resolve Mr. [redacted]’s concerns, we have provided a refund of $200.00 to the original source of payment. Please allow up to three business days for the funds to appear into Mr. [redacted]’s account. Please be advised that the refund updates his balance to $902.86.
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.
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.
Vanessa C[redacted]
Executive Response

April 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his participation in T-Mobile’s This One is on Us offer. Please be advised that from March 1, 2017, through March 5, 2017, T-Mobile offered new and existing customers a new line of service free after a monthly credit. T-Mobile records confirm that on March 4, 2017, Mr. [redacted] contacted Customer Care to activate a new line of service by purchasing a SIM card starter kit at a cost of $26.25. Regrettably, as T-Mobile was unable to verify Mr. [redacted]’s payment method his order was canceled. As such, Mr. [redacted] was unable to activate the new line of service during the promotional offer time frame.
However, in an effort to amicably resolve Mr. [redacted]’s concern, on April 12, 2017, T-Mobile approved his existing mobile line of service ending in [redacted] for the This One is on Us offer and will apply a monthly credit to offset the monthly recurring charges. T-Mobile also applied a credit of $27.00 to refund him for the SIM card starter kit purchase, leaving a balance due of $277.12 by April 28, 2017. 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.
Oscar T[redacted]
Executive Response

June 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 May 25, 2016, regarding the above-referenced account. T-Mobile is happy to report this issue has been resolved to Ms. [redacted]’s satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her account. Please be advised T-Mobile has no record of a payment being withdrawn in the amount of $55.75 from Ms. [redacted]’s account. Additionally, upon speaking with Ms. [redacted] she stated the charge is no longer appearing on her bank statement and she has no further concerns regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

November 13, 2015 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 a letter dated November 7, 2015, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] Travel with [redacted] as a designated authorized user. As Ms. [redacted] was not reflected as an authorized user on the account, on November 12, 2015, T-Mobile contacted Ms. [redacted] and she designated Ms. [redacted] as an authorized user of the account. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. 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. T-Mobile records confirm that Ms. [redacted] ported in her mobile number ending in [redacted] on November 21, 2014. There are several requirements that must be met in order to be eligible for the reimbursement. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan. In review of the account Ms. [redacted] did not traded-in a device at the time of activation and did not purchase a T-Mobile device at the time of activation. Therefore, Ms. [redacted] did not qualify for reimbursement of her early termination fees. A review of Ms. [redacted]’s early termination fee submission reflects that T-Mobile first received Ms. [redacted]’s early termination fee documents on May 8, 2015, passed the 60 calendar days allotted timeframe causing an immediate denial. On November 12, 2015, T-Mobile verified her original submission and confirm that she was billed a $95.00 early termination fee from her previous service provider. Although it is T-Mobile’s position that Ms. [redacted]’s mobile number ending in 6868 did not met the eligibility requirements for our Carrier Freedom promotion, on November 12, 2015, T-Mobile processed a reimbursement card in the amount of $95.00 for Ms. [redacted]’s early termination fee. Please allow seven to ten business days for delivery to the address Ms. [redacted] provided on her correspondence to your office. 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. Maggie R[redacted] Executive Response

July 22, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, regarding the above-referenced account. Please be advised that on July 21, 2015, we were able to confirm that [redacted] is [redacted]. Further, T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile spoke to Ms. [redacted] on July 21, 2015. T-Mobile records reflect that Ms. [redacted] purchased a LG D821 G2 White handset on December 4, 2013 under mobile number ending in [redacted]. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program 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-wor[redacted] handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If the Limited Warranty period has expired or upon return of the non-wor[redacted] handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. Additionally, Ms. [redacted]’s mobile number ending in [redacted] has the JUMP! Bundle feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance for $10.00 per month. T-Mobile records reflect that Ms. [redacted] participated in a Handset Exchange for her LG D821 G2 White handset on May 17, 2015. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained liquid damage, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Ms. [redacted]’s billing cycle rans from the 11th of one month to the 10th of the following month with payment due on the 3rd of each month. T-Mobile records specify that Ms. [redacted] billing statement dated July 11, 2015, had a balance of $836.66 which consisted of monthly recurring charges, features, applicable taxes and fees billed from June 11, 2015 to July 10, 2015, each EIP monthly installment, one-time Android Market charge, and the out-of-warranty fee of $324.00. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on July 21, 2015, T-Mobile agreed to issue a onetime courtesy credit of $324.00 for the out-of-warranty fee including tax billed to Ms. [redacted]’s billing statement dated July 11, 2015, leaving the account with a remaining balance of $512.66. As previously explained T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. We regret any inconvenience to Ms. [redacted] regarding the limited response on prior correspondence. 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 and Ms. [redacted]’s recent contact with our Executive Response. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

February 17, 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 3, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his handset. Our records confirm that Mr. [redacted] currently has four lines of service, each of which is subscribed to our JUMP! handset protection feature at a monthly cost of $10.00 per line of service. Handset protection allows customers to obtain a replacement handset in the event that the device incurs physical or liquid damage, or is lost or stolen. Please note that payment of a pre-determined deductible, based on handset model, is required to receive a replacement handset. It is important to note that handset protection claims are processed by a third party company, Assurant Solutions. As Assurant Solutions and T-Mobile are separate companies, T-Mobile is unable to dictate the policies and procedures of Assurant Solutions. T-Mobile records confirm that Mr. [redacted] contacted Assurant Solutions on January 13, 2016, and filed a claim for the Apple iPhone 6S Plus handset in use on the line of service ending in [redacted]. Regrettably, this claim was denied by Assurant Solutions on January 14, 2016. Mr. [redacted] may contact Assurant Solutions at 866-866-6285 for more information regarding his claim. However, in an effort to amicably resolve Mr. [redacted]’s concerns, on January 14, 2016, T-Mobile processed an in-house replacement for the line of service ending in [redacted], where a new device was sent to Mr. [redacted] at a cost that equals the deductible for the device, provided that Mr. [redacted] return the damaged handset to T-Mobile. Due to an inadvertent error, Mr. [redacted] was sent an Apple iPhone 6S on that date, at a cost of $722.23, including taxes and shipping, which was billed to his account. A credit of $547.23, to reduce the cost of the Apple iPhone 6S to the deductible amount of $175.00 was issued on January 25, 2016. Our records confirm, however, that Mr. [redacted] has since returned the incorrect Apple iPhone 6S, and all associated charges for the incorrect device were adjusted in the amount of an additional $697.24 for the cost of the device and applicable taxes. On January 16, 2016, T-Mobile processed a new order for Mr. [redacted] for an Apple iPhone 6S Plus. The full cost of the device, in the amount of $802.49, was billed to Mr. [redacted]’s account, pending the receipt of the damaged handset. Upon receipt of the damaged handset, the amount owed for the Apple iPhone 6S Plus will be reduced the amount of the handset deductible, in the amount of $175.00. As of the date of this letter, Mr. [redacted]’s damaged handset has not yet been received. Upon receipt of the damage Apple iPhone 6S Plus, T-Mobile will issue an additional credit in the amount of $80.26, reducing the remaining balance owed for the Apple iPhone 6S Plus sent on January 16, 2016, to $175.00, which equals the deductible for a handset protection claim. If Mr. [redacted] still has the damaged handset in his possession, he may return it to our office at the address below to receive the remaining credit: T-Mobile USA, Inc. Attn: Chris P[redacted], ECR [redacted] Albuquerque, NM 87107 Mr. [redacted]’s account remains active, with a balance of $733.95, which includes the remaining charges for the Apple iPhone 6S Plus in the amount of $255.26, as well as past due monthly access charges, late payment fees, applicable taxes, and monthly Equipment Installment Plan (“EIP”) installments. Please note that payment for this balance was due on February 11, 2016, and as such, Mr. [redacted]’s account is past due. T-Mobile recommends that Mr. [redacted] contact Customer Care at 800-937-8997 to arrange for payment of the past due balance, as well as to prevent service interruption. 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 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that on December 20, 2013, Mr. [redacted] activated service with mobile number ending in 6959. Further records confirm that Mr. [redacted] was subscribed to our now grandfathered Simple Choice plan for $80.00 for unlimited Talk, Text and Web before taxes and applicable fees. Please be advised that this account was a Special-Dealer account and received a 75% monthly discount.
T-Mobile records confirm that Mr. [redacted] canceled his account on July 30, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 24th of one month to the 23rd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through August 23, 2017.
Mr. [redacted]’s final billing statement was from July 24, 2017, through August 23, 2017, in the amount of $49.31 due September 16, 2017. Our records reflect that on September 14, 2017, Mr. [redacted] remitted payment in the amount of $49.31 leaving the account with a zero balance.
To amicably resolve this matter, on September 19, 2017, T-Mobile agreed to refund Mr. [redacted] $49.31. Please be advised that the account remains closed with a zero balance. Mr. [redacted] has accepted this offer and has been advised to allow up to three business days to be deposited back into his financial institute.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

July 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted] & [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 9, 2017, regarding the above-referenced account.
We regret any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that as of January 14, 2014, Mr. [redacted] is subscribed to the Simple Choice Value Unlimited Talk, Text rate plan, which provides unlimited talk, and text, for $50.00 per month plus applicable taxes. Additionally, Mr. [redacted] subscribes to the JUMP! feature for $9.00 and the $20.00 unlimited data feature for his line ending in [redacted].
Our records confirm that Mr. [redacted] activated a Mobile Internet (“MI”) line on June 24, 2017, on account ending in [redacted]. Mr. [redacted] subscribed to the Simple Choice North America MI 6 gigabyte (“GB”) rate plan for $35.00, which provides unlimited data up to 6GB at 4G LTE speeds.
T-Mobile records indicate that on June 24, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung TAB E tablet. Mr. [redacted] was not required to remit a down payment; however he agreed to a series of 24-monthly installments in the amount of $10.00.
It is important to note due to an inadvertent error at the time of activation on June 24, 2017, Mr. [redacted]’s MI line ending in 8060 was transferred from account ending in [redacted] to his existing account ending in 8918 where the line currently resides. T-Mobile has issued credits totaling $37.07 to account ending in 8060 and a credit of $10.00 to account ending in [redacted] for a total credit of $47.07. Please note these credits resulted in a credit balance of $37.07 on account ending in 8918 and a zero balance owed on account ending in [redacted].
Upon speaking with Mr. [redacted] on July 11, 2017, T-Mobile has confirmed that all issues have been addressed to his satisfaction. T-Mobile regrets any inconvenience caused 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.
Sharon B[redacted]
Executive Response

May 6, 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 May 4, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that this matter was resolved to Ms. [redacted]’ satisfaction. 
T-Mobile regrets that Ms. [redacted] had concerns with the final account balance and with the collection activity that took place on the account. 
On May 29, 2015, Ms. [redacted] activated service with the mobile numbers ending in [redacted] and [redacted].  Ms. [redacted] elected to purchase two Certified Pre-Owned Sony Xperia Z1S handsets with our Equipment Installment Plan (“EIP”).  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24 monthly installments in the amount of $7.49 per handset. 
Ms. [redacted]’ account was billed in advance with our ‘Bill Current’ billing system.  Ms. [redacted]’ billing cycle ran from the 2nd of each month through the 1st of the following month and payment was due by the 22nd of each month.  Ms. [redacted] subscribed to our Simple Choice Value Family Unlimited Talk, Text and Data rate plan for $80.00 per month.  Prior to additional usage charges, fees, taxes and surcharges, Ms. [redacted]’ monthly billing statement totaled $94.98. 
Ms. [redacted]’ billing statement dated November 1, 2015 reflected a balance due in the amount of $115.35 for monthly access charges billed in advance for services from November 2, 2015 through December 1, 2015, equipment installments, $6.40 in international call usage charges and taxes and surcharges.  Ms. [redacted]’ account was enrolled in EasyPay since July 7, 2015.  EasyPay is a free payment feature that automatically debits the balance due on an account approximately two to three days prior to the due date by electronically debiting a customer’s checking account, debit card, or credit card of their choice.  On November 20, 2015, T-Mobile received a payment in the amount of $115.35 via EasyPay. 
On November 21, 2015, Ms. [redacted] contacted Customer Care to request to pay off the handset balances for the two Sony Xperia Z1S handsets and to request mobile device unlock codes for each handset.  The final balance for the handsets was $269.98 and a payment in that amount was collected for the handset balances.   The final balance for each handset was billed to the account on the final billing statement dated December 1, 2015.  The payment of $269.98 left a credit balance in the amount of $269.98 as the pending EIP balances were not yet billed to the account.  On November 21, 2015, T-Mobile provided the mobile device unlock codes and unlock instructions to Ms. [redacted] for the handsets. 
At Ms. [redacted]’ request, the account was cancelled on November 24, 2015.  At that time, Ms. [redacted] requested a refund for the payment for services billed to the November 1, 2015 billing statement.  Please be advised that the payment of $115.35 that was received on November 20, 2015 was for services rendered from November 2, 2015 through December 1, 2015.  Please be advised that Ms. [redacted]’ account was prorated for services billed in advance from November 24, 2015 through December 1, 2015 and credits in the amount of $20.39 were issued to the account when the final billing period closed on December 1, 2015.  Please note that the charges for services rendered and used from November 2, 2015 through November 23, 2015 are considered valid.
On November 25, 2015, since Ms. [redacted]’ account reflected a credit balance in the amount of $269.98, a refund in that amount was issued to Ms. [redacted] for the payment received on November 21, 2015.  Ms. [redacted]’ final billing statement, which was mailed to her address of record, was dated December 1, 2015 with a final balance due in the amount of $251.19, this billing statement included the credit of $20.39 for services and taxes billed in advance from November 24, 2015 through December 1, 2015, the handset balances of $269.98, $1.60 in international call usage charges and taxes and surcharges.  Since Ms. [redacted]’ account was enrolled in EasyPay, the final balance in the amount of $251.19 was received via EasyPay on December 20, 2015.  On December 24, 2015, the payment of $251.19 was returned to T-Mobile unpaid as it was a disputed payment by Ms. [redacted].  Please be advised that since Ms. [redacted] received a refund of $269.98 for the handset balances on November 24, 2015 and she received $20.39 in credits for the services billed in advance from November 24, 2015 through December 1, 2015, it is T-Mobile’s position that the final balance in the amount of $251.19 is valid.  A returned payment fee in the amount of $35.00 was charged to the account, which left a final revised balance in the amount of $286.19. 
T-Mobile records do not indicate that Ms. [redacted] contacted us, or remitted payment, after December 24, 2015 until she contacted Customer Care on March 14, 2016. 
For the collection of the past due balance, on February 23, 2016, Ms. [redacted]’ account was referred to a third party collection agency.  As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee.  The amount of a collection fee is determined by the amount of the past due balance.  Accordingly, a one-time collection fee in the amount of $9.89 was charged to the account, which left a final revised balance in the amount of $296.08.  It is T-Mobile’s position that the final balance in the amount of $296.08 is valid.
On March 14, 2016, Ms. [redacted] contacted T-Mobile to dispute the outstanding balance.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Customer Care team.
On April 21, 2016, as a courtesy to Ms. [redacted] and based on the information she received on March 14, 2016, a goodwill credit in the amount of $131.56 was issued to the account, which left a remaining final balance due in the amount of $164.52. 
On May 6, 2016, a payment in the amount of $164.52 was received, which leaves the account closed with a zero balance. 
Please be advised that it may take the third party collection agency up to three business days to update their records and to remove the account from collections.  As a gesture of goodwill, T-Mobile sent a request to the third party collection agency to request to have any negative reporting that may have been submitted to the credit bureaus deleted.   It may take the credit bureaus up to 90-days to delete any negative reporting although Ms. [redacted] may contact them to dispute the reporting to help expedite their removal process.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted]
Very truly yours,
T-MOBILE USA, INC.
Ally Y[redacted]
Executive Response