T-Mobile Usa Inc

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

receipt of your correspondence dated October 29, 2015, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns.T-Mobile regrets any concerns Ms. [redacted] experienced regarding coverage and account billing. T-Mobile records confirm that Ms. [redacted] canceled her account due to concerns regarding the coverage in her area. Our records also indicate that there was no usage on the account while the service was active. In an effort to amicably resolve the matter, T-Mobile issued a credit of $90.18, bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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. Josiah M[redacted] Executive Response

April 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 April 5, 2017, regarding the above-referenced account. Please be advised that upon speaking with Mr. [redacted], he confirmed that Mr. [redacted] and Mr. [redacted] is the same person.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the recent purchase of his iPhone 7 device and our 2016 iPhone 7 Trade-Up promotion.
On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
In reviewing Mr. [redacted]’s handset upgrade and trade-in, our records confirm that he purchased an iPhone 7 device with 32GB of memory and traded-in an iPhone 6 device. Unfortunately, the device had the “Find My iPhone” enable, therefore; Mr. [redacted] was not eligible for the 2016 iPhone 7 Trade-Up promotion.
Nevertheless, in an effort to amicably resolve this matter, between February 27, 2017, and April 12, 2017, T-Mobile issued equipment credits totaling $649.99 equivalent to the trade-in and promotional bill credits Mr. [redacted] would have been eligible if his trade-in device met the eligibility criteria. T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience that he 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.
Maggie R[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. The only thing is that T-Mobile stated they would send me an iPhone 6, I had asked to be sent an iPhone 6s.Sincerely, [redacted]

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers. 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. We as well regret any concerns to Ms. [redacted] regarding her final billing statement and losing her as a customer.
T-Mobile records indicate that on August 13, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPad Air 2 16GB with 24 monthly installments in the amount of $26.24.
T-Mobile records also indicate that on September 21, 2015, Ms. [redacted] qualified for and took advantage of the JUMP! On Demand (“JOD”) lease program with two Apple iPhone 6s 16 gigabytes (“GB”) handsets with monthly JOD payments of $27.00 plus applicable taxes for each handset. 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.
Our records confirm that Ms. [redacted] canceled the voice lines ending in [redacted] and [redacted] on February 15, 2017, when she ported these lines to another service provider. On February 16, 2017, pursuant to Ms. [redacted]’ request, the remaining mobile internet line of service ending in 4634 was cancelled.
Ms. [redacted]’ final billing statement dated March 14, 2017 totaled $673.60 which consisted of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $157.44 for the iPad Air 2, and two purchase option price charges of $163.99 for each iPhone 6S handset not returned to T-Mobile per the JOD lease agreement.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile is willing to allow Ms. [redacted] to return the iPad Air 2 with serial number [redacted], and both iPhone 6S devices with serial numbers [redacted] and [redacted] to T-Mobile. In exchange, T-Mobile will waive the remaining EIP balance of $157.44 for the iPad Air 2 and the two purchase option price charges of $163.99 for each iPhone 6S, provided that Ms. [redacted] returns the devices in like new conditions, free from any physical or liquid damage. Should Ms. [redacted] accept this offer, she may return the above listed devices directly to my attention within 30 days of the date of this letter to the following address:
Executive Response
Attention: Aika A[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devices. In addition, we request that Ms. [redacted] includes the batteries, chargers, and her T-Mobile account information with her returns to ensure proper credit. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the iPhone devices will be returned to her and no adjustment will be issued if the application is enabled.
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.
Aika A[redacted]
Executive Response

December 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 December 18, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] was still experiencing concerns with her account and with her attempts to reach our office and we appreciate the opportunity to response. Please be advised that T-Mobile previously responded to your office regarding Ms. [redacted]’ concerns on December 8, 2017, with your file number [redacted].
On December 18, 2017, T-Mobile spoke with Ms. [redacted], and in order to honor the BOGO Apple offer, we closed an Equipment Installment Plan (“EIP”) for a new Apple iPhone 8 Plus 64GB handset that had a remaining balance of $720.00. In addition, a credit in the amount of $79.99 was issued to Ms. [redacted]’ account for the amount of the down-payment that was paid at the time of purchase. Finally, as a gesture of goodwill, T-Mobile issued an additional $50.00 credit to Ms. [redacted]’ account.
As of December 26, 2017, Ms. [redacted]’s account reflects a $50.00 credit balance. Ms. [redacted]’ billing period closes on the 26th of each month and the new billing statement that will be dated December 26, 2017, will be available to Ms. [redacted] in the next few business days.
Ms. [redacted] advised T-Mobile that she wants to move a mobile number from another account to her account. T-Mobile advised Ms. [redacted] that the current billing responsible party for the line of service will need to contact Customer Care by dialing 611 from their T-Mobile handset, or they may dial (800) 937-8997, and they will need to approve a Change of Responsibility (“COR”) for that line of service. Once the current billing responsible party approves the COR, Ms. [redacted] may contact Customer Care on the numbers above to request to complete the COR. T-Mobile appreciates Ms. [redacted] business and we regret any inconvenience that she may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Felicia P[redacted]
Executive Response

March 1, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 24, 2018, regarding the above-referenced account.
T-Mobile regrets to hear that Ms. [redacted] has continued concerns regarding this matter. As shared in our previous correspondence, on January 29, 2018, Ms. [redacted]’ handset was unlocked from the T-Mobile network and instructions were provided to complete the process. Ms. [redacted]’ handset has been ready for use on any carrier since that date.
It should be noted that while some carriers utilize GSM technology and others CDMA technology, and that historically handsets were manufactured exclusively for these carriers on these networks, most modern handsets are designed to work with all carriers. Ms. [redacted]’ Apple iPhone 8 Plus is one of these handsets. T-Mobile can confirm that Ms. [redacted]’ unlocked Apple iPhone 8 Plus can be used on any carrier, regardless of the technology the carrier uses.
However, while Ms. [redacted]’ handset is unlocked and available for use on any carrier, as a gesture of goodwill, on February 26, 2018, T-Mobile issued a prepaid MasterCard to Ms. [redacted] for $800.00 to her address of record. Ms. [redacted] should allow up to fourteen days for Citibank to produce and mail her card. We ask that upon receipt, Ms. [redacted] return her handset to the following address:
T-Mobile USA, Inc.
Attn: Dave [redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
We regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Dave [redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: unfortunately this issue is not closed, I reviewed the new plan and there is an amount for extra data which is incorrect until I'm satisfied I will not agree to this plan.
Sincerely,
[redacted]

September 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted].                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 24, 2017, regarding the above-referenced account.  Please be advised that [redacted] and [redacted]. is the same person. T-Mobile is pleased to report that we spoke to Mr. [redacted] and he confirms that his concerns have been resolved to his satisfaction.   T-Mobile regrets any concerns Mr. [redacted] has in regards to his service and the cost of new handsets.  T-Mobile records confirm that Mr. [redacted] was using an unlocked Samsung Galaxy S5 handset and an Apple iPhone 5 handset from [redacted].  It should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers.  Historically, the basic functions of unlocked handsets work on our network; however, certain advanced features may work sporadically or not at all.  We regret any inconvenience Mr. [redacted] has experienced.   Upon further review of Mr. [redacted]’s coverage area, T-Mobile has confirmed that the area was recently upgraded from UTMS 1900MHz to LTE 1900MHz.  Please be advised that this change was in an effort to enhance the overall functionality of our network and was geared to provide customers with a superior network experience.  As noted above, there are several factors that can affect coverage and T-Mobile has determined that the handsets that Mr. [redacted] was using prior to our network modernization is not compatible with LTE 1900MHz service.    Please be advised that since 2013, T-Mobile no longer offers subsidized or discounted handsets.  Customers may purchase handsets at full retail price.  Qualified customers may use the Equipment Installment Plan (EIP) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of 24 months through a series of installments added to the monthly billing statement.  It is important to note that T-Mobile does not price match handsets as well as we do not reimburse for accessories that were purchased from a prior company.   T-Mobile records confirm that Mr. [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings:   On August 19, 2017, Mr. [redacted] purchased a Samsung Galaxy S7 32GB handset for $480.00.  Mr. [redacted] was not required to remit a down payment and agreed to 24-monthly installments in the amount of $20.00.On August 23, 2017, Mr. [redacted] purchased an Apple iPhone SE 32GB for $399.99.  Mr. [redacted] was required to remit a down payment of $16.00 and agreed to 24-monthly installments in the amount of $16.00.   T-Mobile records confirm that Mr. [redacted] has qualified for and took advantage of T-Mobile’s 2017 Q4 U1900 Network Upgrade Offer which from August 12, 2017 through December 31, 2017, customers in the Dallas, TX and Jacksonville, FL markets can get a onetime bill credit up to $200.00  within six to eight weeks  of a qualifying purchase. Please note there are specific requirements for this offer such as customers have and be using an eligible U1900-only handset and purchase an eligible device on EIP, through JUMP! Upgrade, or at full retail price.   In effort to amicably resolve this matter for Mr. [redacted] T-Mobile applied a onetime bill credit in the amount of $100.00 leaving a credit balance of $100.00 towards Mr. [redacted]’s account as compensation for the cases he had to purchase for his new handsets.  Mr. [redacted] accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[redacted] Executive Response

January 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding our promotions. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care department.
From November 18, 2016, through November 22, 2016, T-Mobile ran a promotion that offered customers who activated two additional lines of service on select rate plans could get the two lines free. Customers must have had two voice lines currently at that time in order to get the two additional lines free. Customers are charged the additional line charge per month and will receive an automatic monthly bill credit for the same amount making them free.
In addition to the above offer, from November 24, 2016, through November 27, 2016, T-Mobile ran a promotion that offered customers on select rate plans a Samsung or LG device for free or at a substantial discount. Customers must have traded in a fully owned device, and based on the device they traded in; they would receive the new device for free or at a substantial discount. Customers must have purchased the device on our Equipment Installment plan (“EIP”) offering. The EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. Customers are charged a monthly installment charge and receive a promotion monthly credit to the EIP for the device. Please not that it can take up to two billing cycles for customers to start receiving the promotional monthly bill credits on both of the outlined promotions.
T-Mobile records indicate on December 30, 2014, Ms. [redacted] activated her T-Mobile account and subscribes to our Simple Choice Unlimited Talk and Text rate plan for $100.00 per month for the first two lines of service with each additional line being $40.00 per month. On November 23, 2016, Ms. [redacted] activated two new lines of service.
As Ms. [redacted] is on a qualifying rate plan, on December 19, 2016, she received her first monthly promotional bill credits in the amount of $40.00 for the new lines of service and will continue to receive the monthly promotional bill credits.
On November 24, 2016, Ms. [redacted] started two EIP agreements with the purchase of an HTC Desire device and a ZTE ZMax device. As these devices are not a part of our Black Friday device promotion, these devices will not be free or discounted. T-Mobile regrets any confusion on this matter.
On November 25, 2016, Ms. [redacted] took advantage of or device promotion with the purchase of an LG V20 device. T-Mobile records indicate Ms. [redacted] traded in her fully owned LG G5 device. Based on the device Ms. [redacted] traded in, the LG V20 would be $100.00 after promotional monthly credits and not free as indicated in her correspondence to your office. T-Mobile records indicate Ms. [redacted] will be charged $30.00 per month for the LG V20 device and will start receiving the promotional monthly credits in the amount of $26.42 on her February 2, 2017, monthly billing statement. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I sent the LG G Pad back today, 7/17/17, per our agreement using their prepaid UPS return label, tracking # [redacted]
Sincerely,
[redacted]

July 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 2, 2015, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as a The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. 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. The $50.00 one-time credit offer is available with the grandfathered Advantage Program based on the individual discount offered. T-Mobile records confirm that on December 27, 2014, Mr. [redacted] activated his T-Mobile account. Based on Mr. [redacted] date of activation he qualifies for the current Advantage Program which offers a $25.00 Reward Card for each new device or tablet that is purchased. Nevertheless, in an effort to amicably resolve the matter, T-Mobile has migrated Mr. [redacted] account to the grandfathered Advantage Program, which offers an ongoing 15% monthly discount of Mr. [redacted] monthly access charges, which will appear on Mr. [redacted] next billing statement. Please note that Mr. [redacted] may be required to annually re-verify his employment or affiliation in order to retain the discount. When verification is not provided timely, the discount is expired. In addition, upon speaking to Mr. [redacted], on July 7, 2015, T-Mobile applied a courtesy credit in the amount of $75.00 toward Mr. [redacted] account which is equivalent to five months of Mr. [redacted] grandfathered Advantage Program discount. Pursuant to our conversation with Mr. [redacted], his concerns have been fully resolved. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

August 27, 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 August 24, 2015, regarding the above-referenced account. T-Mobile regrets hearing of Mr. [redacted] difficulties when trying to reach the Executive Response department to discuss his concerns and proposed resolution. As previously indicated on our correspondence to your office dated August 20, 2015, T-Mobile offered to issue a one-time credit in the amount of $347.92 toward the EIP balance for the Samsung Galaxy S5 which would leave a remaining EIP balance in the amount of $182.00. On August 26, 2015, T-Mobile has released a partial charge for the EIP balance of the Samsung Galaxy S5 device in the amount of $347.92. It is important to note that this charge will post on Mr. [redacted] billing statement dated September 7, 2015, yet to be produced. T-Mobile will then follow up with Mr. [redacted] account on September 11, 2015, and credit the above mentioned EIP charge of $347.92. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at[redacted] Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

August 31, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated August 26, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to her Samsung Galaxy Note 4 and appreciates the opportunity to respond to her concerns. Please be advised that Ms. [redacted] purchased a Samsung Galaxy Note 4 handset in white on October 27, 2014. 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 new or like new 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. Additionally, on October 27, 2014, Ms. [redacted] elected to add the Jump! 2 feature to her line ending in [redacted], which for $12.00 per month provides insurance and an extended warranty should the handset experience a software concern. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on August 14, 2016. Please note that due to limited availability of the Samsung Galaxy Note 4 she was provided with an upgraded model; the Samsung Galaxy Note 5 handset in white. Further, this particular model was on a shipping delay of approximately 7 days. On August 19, 2016, Ms. [redacted] reported to T-Mobile that she was unsatisfied with the option of the Samsung Galaxy Note 5 handset replacement model that was ordered previously. In an effort to accommodate her request a Samsung Galaxy Note 4 handset in white was ordered. Regrettably, due to low availability this particular device is currently backordered. At this time there is an estimated time of shipping of September 2, 2016; however, that is subject to change. Please note that on August 22, 2016, the replacement device of the Samsung Galaxy Note 5 handset was delivered to the T-Mobile retail location and was available for pick up. As indicated in the letter to your office, upon Ms. [redacted] contacting T-Mobile customer care, it was suggested that she accept the exchange for the Samsung Galaxy Note 5 handset until the Samsung Galaxy Note 4 is shipped. On August 26, 2016, Ms. [redacted] visited the T-Mobile retail location and completed the limited warranty exchange for the Samsung Galaxy Note 5 handset. It is important to note that T-Mobile does not compensate for a customer’s time spent to resolve a concern. However, in an effort to resolve Ms. [redacted]’s concerns, upon speaking with her on August 29, 2016, T-Mobile issued a one-time courtesy credit to her account in the amount of $50.00 resulting in an updated balance of $249.98 which is due on September 15, 2016. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience 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. Shannon R[redacted] Executive Response

September 1, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced account.  We are glad to report that upon speaking with Mr. [redacted], he confirmed that his concerns have been resolved to his satisfaction.   T-Mobile is sorry to hear of Mr. [redacted]’s concerns with the redemption of our most recent T-Mobile Tuesdays gift.  T-Mobile Tuesdays is our way of giving customers the proper thanking they deserve for being with T-Mobile.  Every week customers will receive three free gifts and the chance to win one of three amazing prizes from our Featured Partner of the week.   On August 22, 2017, T-Mobile Tuesdays offered a free Meineke basic oil change with a $24.95 value at a participant Meineke Car Care Center.  It is important to note that not all Meineke Car Care Centers locations were participating in this offer.    On August 24, 2017, T-Mobile contacted Mr. [redacted] and although Mr. [redacted]’s local Meineke Car Care Center was not participating in this offer, in an effort to amicably resolve this matter, T-Mobile issued a onetime bill credit to Mr. [redacted]’s account in the amount of $75.00 equivalent to the three unredeemed free oil change.  Mr. [redacted] accepted as full resolution to his concerns.  T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns and we regret any inconvenience to him.   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

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]

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 28, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], she confirmed that this matter has been resolved to her satisfaction.
On February 25, 2017, Ms. [redacted] activated a tablet line. T-Mobile records confirm that within the timeframe in which Ms. [redacted] activated her new line of service, she was not eligible to receive a promotion for the line to be free as no offers were available at that time.
In an effort to amicably resolve the matter and upon speaking with Ms. [redacted] on May 4, 2017, T-Mobile offered to approve the tablet line under a promotional offer, resulting in a monthly credit of $25.00 for her monthly access charges. Additionally, a one-time bill credit in the amount of $50.00 was issued to the account for charges associated with the billing statements dated March 23, 2017, and April 23, 2017. This left Ms. [redacted]’s remaining account balance to be $175.91 which consists of monthly access charges, taxes and fees, as well as Equipment Installment Plans (EIP’s) due on May 15, 2017. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved, and has no further 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

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

March 9, 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 February 27, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his service capabilities while in Europe. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care department.
Simple Choice No Credit Check is a postpaid option for customers who do not want to run credit. Please note customers on these plans are required to pay a deposit for each line of service, they are not eligible for T-Mobile’s Equipment Installment Plan (EIP), and do not receive the benefit of our Simple Global service. T-Mobile records indicate on September 15, 2015, Mr. [redacted] activated his T-Mobile account on a Simple Choice No Credit North America Unlimited Talk and Text rate plan for $80.00 per month for two lines of service. Please note in order for Mr. [redacted] to make changes to his account type, he must provide in person a valid government-issued photo ID including a social security number. T-Mobile regrets any inconvenience to Mr. [redacted].
Upon corresponding with Mr. [redacted] on March 6, 2017 via email, T-Mobile offered Mr. [redacted] the option of suspending his T-Mobile account while he is out of the country as he indicated in his correspondence to your office that he obtained local service. T-Mobile offers one seasonal suspension per calendar year per line of service for a maximum of 90 consecutive days. Mr. [redacted] will pay $10.00 plus tax for each bill cycle the account is suspended. T-Mobile suspended Mr. [redacted]’s lines of service as of March 6, 2017, and per Mr. [redacted]’s request, his lines will automatically restore March 19, 2017.
In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $120.00 for the costs of contacting T-Mobile over the phone while out of the country. Additionally, T-Mobile issued a credit in the amount of $10.00 for the fee which will bill while Mr. [redacted]’s account is suspended. This credit leaves a credit balance of $130.00 which will apply to future billing statements. 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.
Jorge M[redacted]
Executive Response

May 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated May 4, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile records indicate that Mr. [redacted] activated the account on May 3, 2014. On June 25, 2014, T-Mobile approved Mr. [redacted]’s online application and he was enrolled in our Advantage program. The T-Mobile Advantage Program allows individual customers to receive benefits based on their affiliation with their employer or university by adding their accounts to a corporate node. The current Advantage Program offers customers a $25.00 Rewards Card every time they purchase a new device or tablet. Please note the Advantage program does not qualify for a monthly discount. On May 6, 2016, T-Mobile spoke to Mr. [redacted] and set the expectation that he would not be eligible for a monthly discount under the current program. Mr. [redacted] was advised to send verification of employment to take advantage of our government discount program. On May 10, 2016, T-Mobile spoke to Mr. [redacted] and advised upon review of his documentation, he was approved for our corporate discount program for a monthly discount of 15% due to his employment with USPS. Mr. [redacted] was further advised that it may take up to 60 days before the discount appear on his billing statement. In an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a one-time courtesy credit of $276.00 to Mr. [redacted]’s account. As a result Mr. [redacted]’s account currently reflects a credit balance of $112.27. Mr. [redacted] accepted the resolution and had no additional 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. Robert R[redacted] Executive Response

March 10, 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 February 25, 2017, regarding the above-referenced account.  Please be advised that [redacted] is an authorized user on [redacted] account.   T-Mobile records indicate that on March 30, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S Plus handset.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.    Based on Ms. [redacted] personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.25.    Please be advised that on September 9, 2016, Ms. [redacted] purchased an Apple iPhone 7 Plus handset on EIP and requested to trade in an Apple iPhone 5 handset. Please be advised that a Jump! upgrade was not preformed and as such the Apple iPhone 6S Plus handset’s EIP remained on Ms. [redacted] account.   Upon further research of this matter, T-Mobile records confirm the return of the Apple iPhone 6S Plus to our return warehouse on October 21, 2016. Please be advised that on January 27, 2017, T-Mobile removed the EIP associated with the Apple iPhone 6S Plus with a credit in the amount of $406.24 that was applied to the account on February 26, 2017. Additionally, on March 2, 2017 credits totaling $125.00 were applied to Ms. [redacted] account for the previously charges EIP on the Apple iPhone 6S Plus handset. Ms. [redacted] account remains active with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].     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.   Meagan J[redacted] Executive Response