T-Mobile Usa Inc

July 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted] and [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] selected out Simple Choice North America Business rate plan for $80.00 per month for two lines of service, as well as a 6 GB data feature for one line of service for $15.00 per month, as well as our Premium Handset Protection ("PHP") for $12.00 per line. Additionally, Mr. [redacted] purchased a Samsung Galaxy S 7 Edge handset using our Equipment Installment Plan (“EIP”) offering with $129.99 down, and 24 monthly installments of $27.50.

It is important to note that Mr. [redacted]'s account has carried a past due balance beginning with the billing statement dated August 17, 2016. Please also note that Mr. [redacted]'s account has been suspended for non-payment eight times, from September 2016, through June 2017. Pursuant to T-Mobile policy, a fee of up to $20.00 per line may be charged if an account is suspended for non-payment, and later restored.

On March 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $444.64, which consisted of a past due balance of $285.66, as well as monthly recurring charges for service from February 17, 2017, through March 16, 2017. Please note the associated due date of Mr. [redacted]'s account was the 9th of the month.

Due to continued non-payment of the past due balance, Mr. [redacted]'s account was suspended on March 29, 2017. On March 30, 2017, Mr. [redacted] contacted our Customer Care, remitted payment of $127.88, and agreed to a future dated payment arrangement with a payment of $157.78 on April 9, 2017. At that time, Mr. [redacted]'s account was resumed, and two restore from suspend fees were charged.

On April 6, 2017, Mr. [redacted] was sent a reminder notification of his future dated payment. Regretfully, this payment was declined, and the payment arrangement failed. As such, on April 11, 2017, the account was suspended for non-payment. Subsequently, on April 12, 2017, Mr. [redacted] contacted our Customer Care regarding the past due balance. Following a payment of $160.00, T-Mobile restored services to Mr. [redacted]'s account, and a restore from suspend fee was charged per line. It is important to note that our records indicate additional payment arrangements were agreed to at this time, and that the payment of $160.00 was the last payment received by T-Mobile toward the account.

On April 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $398.11, which consisted of a past due balance of $156.76, two restore from suspend fees of $20.00 per line of service, as well as monthly recurring charges for services from March 16, 2017, through April 16, 2017.

As T-Mobile was yet to receive payment towards the past due balance, on May 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $557.17, which consisted of a past due balance of $398.11, as well as monthly recurring charges for services from April 17, 2017, through May 16, 2017.

As payment was not received by T-Mobile for the past due balance, Mr. [redacted]'s account was again suspended on May 30, 2017. Thereafter, Mr. [redacted] contacted our Customer Care regarding the account balance. Following a payment of $156.76, T-Mobile restored service to the account. As a courtesy, the two restore from suspend fees were not charged to Mr. [redacted]'s account.

On June 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $737.26, which consisted of a past due balance of $557.17, as well as monthly recurring charges for services from May 17, 2017, through June 16, 2017. As T-Mobile was yet to receive a payment toward the outstanding balance, the account was also suspended the same day. Following a conversation with our Customer Care on June 19, 2017, Mr. [redacted] was advised that pursuant to T-Mobile policy, a payment arrangement may be offered provided the account is less than 31 days past due. As such, a payment in the amount of $398.11 was required before a payment arrangement could be offered. As payment was not received at that time, a payment arrangement was not offered, and the account remained suspended.
On June 23, 2017, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to restore services to the account, and waive the associated restore from suspend fee for each line of service with the following terms:
• A payment in the amount of $156.76 was made the same day;
• A payment in the amount of $241.33 was to be made before end of day, July 3, 2017.
This offer was accepted, and Mr. [redacted] remitted payment in the amount of $156.76 on June 23, 2017, and services were restored, with a balance of $580.50. Additionally, T-Mobile placed a collection hold on the account through July 3, 2017, which prevents any additional interruption of service through said date, provided the agreed upon payment of $241.33 was made before the expiration of the collection hold on July 3, 2017.
At the completion of this arrangement, Mr. [redacted]’s account will be eligible for an additional payment arrangement for the remaining balance. Mr. [redacted] agreed to contact me directly once the additional payment is remitted to the account to discuss further payment arrangements for the account. As such, T-Mobile respectfully declines Mr. [redacted]’s request for additional credits and a Samsung Galaxy S 8 handset at no cost. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate the opportunity to address his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted] Executive Response

January 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 23, 2016, regarding the above-referenced account. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect good 4G coverage in most homes and buildings. Please be advised that in review of Mr. [redacted]’s coverage, T-Mobile has recently performed a network upgrade to provide better coverage. This upgrade requires handset to be able to take advantage of Band 12 in order to receive the improved network. It is important to note that Mr. [redacted]’s is using a Note 2 which does not support Band 12. In order to amicably resolve the matter, On December 27, 2016, T-Mobile contacted Mr. [redacted] and offered to send him a like-new Note 5 that supports Band 12 at no charge. Mr. [redacted] accepted this offer and the tacking number [redacted] shows that Mr. [redacted] received his handset on December 30, 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jimmie P[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.
Speaking to T-Mobile the only solution that was made, was to send me another replacement device. That was refurbished. Upon getting the replacement device via UPS opening the package the phone was only coved by bubble wrap. Which the bubble wrap was ripped. As well, as a small pea size scratch in the back of the iPhone 7 plus. In addition, I had to pay out of pocket to ship back the defective device.  Which was $25.00.  I have made made it clear to T-Mobile when first speaking with them, all issues I have had. No changes where attempted to be done. I told T-Mobile that I will be leaving the company within the next couple of months due to these issues. That being said, I am not satisfied with how T-Mobile handled it. And I will never be doing business with them again. 
Sincerely,
[redacted]-[redacted]

Tell us why here...
May 19, 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: United Nations Motors Inc.
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 5, 2017, regarding the above-referenced account. T-Mobile records show that the account holder of record is [redacted] and they have named [redacted] as an authorized user of the account. Please be advised that [redacted] and [redacted] are one in the same person.
T-Mobile regrets to hear of any concerns that Mr. [redacted] experienced regarding his T-Mobile account. T-Mobile records confirm that Mr. [redacted]’s account is a business account, and as such, it is not subject to late fees. Upon review of the billed charges for the previous six months, no late fees have been assessed although payments remitted were to the account balance were after the due date.
Pursuant to T-Mobile’s terms and conditions, any account type that is suspended for non-payment is subject to a restore fee each time the account is restored for this suspension reason. This fee is associated to each mobile number being restored, which in Mr. [redacted]’s case, pertains to five mobile numbers.
Although it is T-Mobile’s official position that the restore fees are valid, in an effort to amicably resolve the matter, and upon speaking with Mr. [redacted] on May 18, 2017, T-Mobile applied a one-time courtesy bill credit in the amount of $350.00, leaving Mr. [redacted] with a credit balance of $28.36 which will reduce his next billing statement. Pursuant to our conversation, Mr. [redacted] confirmed this matter is resolved, and that he has no further 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.
[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.
Whereas I am finally satisfied with the outcome of the disagreement and the issues have been resolved, I would like to clarify some key points.  And respond to some of the statements made.  Please note, I have responded within the body of response to each comment within this statement.
MESSAGE FROM BUSINESS:July 1, 2015FILEDELECTRONICALLYBureau Service Revdex.com of
Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327 Re:      [redacted] Your File No. [redacted]T-Mobile Account No. [redacted] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2015,regarding the above-referenced account.  Please be advised that we have made severalattempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
 
I agree that Mr. A[redacted] did make several attempts to reach me with both phone calls and emails. I really appreciate his efforts. I, however, was not aware of the initial contact due to my misunderstanding of my phones capabilities of visual voicemail versus regular voicemail.  I spoke online with a representative on DATE/TIME: 2015-06-24 10:05:29 chat Reference Number: [redacted] who was able to help me access my voicemail at which time I was able to listen to Mr. A[redacted] voicemail. At that time, the representative advised me to wait in regards to the outcome.   Please see a small section.
T-Mobile : For now, what we can do is to wait until 6/30/2015 as this is the latest date of the noted expected callback of within 1-5 business days.
T-Mobile : LOL! Nah, you are the one who's awesome! :D
T-Mobile : It's a privilege, [redacted]!
You : I also got my sons voicemails too.
You : Thanks again.
T-Mobile : The pleasure is all mine! Great to know that the voicemail of your son is still in the inbox! These can only be in the inbox for 30 days.
T-Mobile : We do see here that he included that he will offer the refund of $171.17 as either a bill credit or a prepaid refund card. It's definitely safe to wait by 6/30/2015.
You : okay.
 
I did receive another phone call which I did miss but it was followed up by an email, which I appreciated. I replied back to Mr. A[redacted] on July 1st and explained I had been on vacation which is why I had not been prompt in my responses.
 
 
T-Mobilerecords indicate that on May 28, 2015, Ms. [redacted] qualified for and tookadvantage of our Equipment Installment Plan (“EIP”) offering with the purchaseof a Certified Preowned Apple iPhone 5S handset for use on her mobile numberending in [redacted].  EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms. [redacted]was asked to make a down payment in the amount of $138.00 and agree to a seriesof 24 monthly installments in the amount of $9.54.
The actual charge to my credit card for this down payment, taxes, and shipping was 171.17. This was charged to my card [redacted] credit card on 5/28/2015   Asof the time of Ms. [redacted]’s purchase of a her handset for use on the mobilenumber ending in [redacted] T-Mobile provided a 20-day return period which allowed Ms.[redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it couldhave been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable EIP entered into atthe time of the original purchase. T-Mobilerecords confirm that on June 1, 2015, Ms. [redacted] contacted Customer Care viaonline live chat and updated her System Identification Module (“SIM”) cardnumber for use on her iPhone 5S device.
 
This is very true. I contacted customer care online to help me install the SIM card and the representative was very helpful and very polite.  T-Mobilerecords confirm that on June 2, 2015, Ms. [redacted] contacted Customer Care viaonline live chat where she reported that her iPhone 5S handset wasmalfunctioning and would not respond. Our records indicate that basic troubleshooting of the device had takenplace and Customer Care offered further troubleshooting assistance.  Please note that our records indicate thatMs. [redacted] advised our chat representative that she would seek assistance ata T-Mobile Retail Location. 
 
This is also accurate. I contacted customer care via online chat because I did not have a functioning phone.  I contacted customer care from my workplace during my planning period (as I am teacher). I did go through the troubleshooting for the device with the customer care representative. However, when this was not effective she advised me to contact APPLECARE and was willing to give me the number to see if their technician could help me further troubleshoot the device.  It was slightly comical as I did not have a functioning phone which I pointed out to her. I told her perhaps it would be easier if I spoke to a T-Mobil representative in person. She agreed.  Ourrecords confirm that later on June 2, 2015, Ms. [redacted] visited a retaillocation and processed a new EIP for an LG Stylo handset.  Please be advised that this EIP required a$108.00 down payment and a series of 24 monthly installments in the amount of$7.58.  
 
This is also correct. I did purchase an LG Stylo handset after I visited a T-Mobil store in person. However, let me be clear that the sales representative pretty much presented that as my only option in order to walk out with a functioning phone. Please be advised that said representative basically mocked the fact that I ordered a refurbished phone online and that they had seen several issues with such cases. He also stated there was not much he could do in-store to assist me with the broken iPhone 5s because I purchased the phone from T-Mobil online. My goal was to leave the store with a functioning phone, the representative stated that if I wanted to receive a replacement for the broken iPhone that I would have to send it back and wait for another phone to be sent. Please be aware, I did not have a functioning phone at this point and was informed I could not even use my old LG phone unless I purchased a new SIM card for it.  This is why I decided at this time to not only buy the LG Stylo but I added another line (paying for the new SIM card) and gave my old LG phone to my son.  In retrospect, I am not sure how truthful the sales representative was as I later came to find out he added, “JUMP” on the LG Stylo handset without my permission and my explicit denial to wanting the program. However, T-Mobil has been wonderful about refunding and removing this unwanted service from my account. But as I stated, perhaps he was not completely honest about my options which I do not fault Mr. A[redacted] or T-Mobil. Uponfurther review of Ms. [redacted]’s account, our records confirm that on June 2,2015, Ms. [redacted] contacted Technical Support for assistance regarding heriPhone 5S.  Please note that our recordsconfirm that Ms. [redacted] advised Technical Support that she had sincepurchased a replacement device, and was advised of her return period timeframe.Pleasebe advised that on June 2, 2015, Ms. [redacted] also contacted Customer Careregarding her iPhone 5S device return.  Ourrecords confirm that Ms. [redacted] was provided the address of our NationalReturn Center and was offered an account credit for the cost of her returnshipping and was ensured that if she incurred a restocking fee pertaining tothe return of the iPhone 5S handset, T-Mobile would waive this fee. 
 
This is somewhat correct. The customer care was awesome on the phone but I was told I would NOT receive a credit until they could confirm the device was received by the National Return Center. I also had to argue the restocking fee because I was told I would be initially charged a restocking fee because they processed my return under the “Buyers Remorse” program. This is a bit ridiculous to me because I was not returning the phone due to “buyers remorse” but because it was not a functioning phone.  I stated as much which is why I was then ensured that I would not be charged a re-stocking fee and I would be reimbursed for the shipping. The representative also advised that I put tracking on the package.    It is important to note that on June 29, 2015, T-Mobile was able to validate thereturn of Ms. [redacted]’s iPhone 5S handset. 
 
I think it is important to note that the return center received my returned package on June 8, 2015 with a signature on the packaged.  On July 5, 2015 I finally received notification that my returned phone had been located.
ARSystem Notify <[email protected]>
Jul 5 (2 days ago)
to me
T-Mobile Handset Order Research RequestHandset Order Reference:  [redacted]
Thank you for taking the time to contact T-Mobile. Our warehouse has received the equipment. We have requested a refund for the payment made at the time of purchase. We confirm the EIP id has already been updated.Thank You,
Handset Order Research DepartmentT-Mobile USA, Inc.
 
In the span of time which I finally decided to file a complaint with Consumer Complaint on June 24th, I had spoken to several representatives that put a Handset Research on my phone. I first contacted T-Mobil a week after they received my returned phone. At this time the first representative put out a Handset Research on the phone but still could not process a refund. I was told it would take approximately 72 hours before I heard a response. When I hadn’t heard back in that 72 hours, I inquired further. I was told the phone could not be located and another Handset Research would be done.  I assure you , by the 24th, I was highly concerned I would not receive my refund because the phone could not be located.   On the 24th, when I was told another Handset Research would be done, this is when I filed a complaint with Consumer Complaints, I filed a dispute with my credit card, [redacted], and finally I emailed the John [redacted]. This was done because not only had I not received a refund for my deposit but the phone still showed up on my T-Mobil bill for payments. You can imagine as a consumer how frustrating the situation could be. OnJune 29, 2015, T-Mobile attempted to contact Ms. [redacted] however she wasunable to be reached.  However, in an effortto amicably resolve Ms. [redacted]’s concerns, T-Mobile has closed Ms. [redacted]’sEIP that was associated to her iPhone 5S purchase.  It is important to note that Ms. [redacted]will receive an automated bill credit of $9.54 for her EIP fee that was assessedon her billing statement dated June 20, 2015, and will be reflected on the July20, 2015.  Additionally, on June 29,2015, T-Mobile applied a $15.65 bill credit to Ms. [redacted]’s account for herreturn shipping charge.  
I appreciate all the efforts Mr. A[redacted] has made in order to correct the errors on my account. It is a relief that the phone return was finally processed correctly. I can only hope that had I not escalated the situation, I would have received the same outcome.
 Ms. [redacted]’saccount remains in an active status with a balance of $137.01 for monthlyaccess and applicable taxes and fees for service between June 21, 2015, andJuly 20, 2015, and is due on July 13, 2015.  Please note that Ms. [redacted]’s card that wasused at the time of purchase for the iPhone 5S down payment and tax has beenqueued for a full refund.  It isimportant to note that Ms. [redacted]’s refund may take up to seven business daysfor processing.  T-Mobile asks that Ms.[redacted] contact myself directly if she has any further questions regardingthis matter. 
 
I received notice from [redacted] on June 24, 2015  that the result of my dispute was my account was credited back the full amount paid to T-Mobil on May 28, 2015. This amount credit will be reflected on my July statement.  They also credited my account for charged interest on the amount.  [redacted] has notified T-Mobil of the dispute.  However, it was stated if T-Mobil contest the dispute, the amount will return to my statement. I did make Mr. A[redacted] aware of this in my July 1, 2015 email. We regret any inconvenience that Ms. [redacted] may have experienced regarding thismatter.
I appreciate everything Mr. A[redacted] has done to resolve this issue. I would also like to state that though the customer service representative via the online chat and phone service were not able to help my resolve the issue, they were always very polite and empathetic to my situation. I just do not think they had the power to resolve the issue in a timely manner and are given only so many options to offer the customer. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed.
 
I believe Mr. A[redacted] really has done a great deal to resolve the issue and appreciate his willingness to help if there are any further issues.  I believe T-Mobile has corrected the situation and could not be more thankful the issue is finally resolved.  Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted] Thank you for your assistance in resolving this matter.
 
Sincerely,
 
[redacted]Sincerely, [redacted]

June 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the processing time of the refund. T-Mobile records show that on June 9, 2017, Mr. [redacted] made a payment in the amount of $306.98. That same day, Mr. [redacted] contacted T-Mobile to request that we refund $167.07 of the payment, as he only intended to make a partial payment of $139.91. Our records indicate that multiple refund requests for the full amount of the payment were completed. It is important to note that although Customer Care has the ability to submit a refund request for a customer, the refund request must meet all eligibility requirements prior to approval.
Upon speaking to Ms. [redacted], an escalated request was filed for the partial refund and Mr. [redacted] was advised the refund would be processed within one to three business days. The refund was approved and confirmed with Mr. [redacted] that the funds were received. 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.
Lauren L[redacted]
Executive Response

November 4, 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 October 25, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets to hear of any billing concerns that Ms. [redacted] has experienced and appreciates the opportunity to respond to her concerns. T-Mobile records indicate that on August 15, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 7 Edge 32GB Silver. Additionally, on September 2, 2016, Ms. [redacted] purchased a second Samsung Galaxy S 7 Edge 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. As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Upon further review of Ms. [redacted]’s account, T-Mobile determined that both of the non-working Samsung Galaxy S7 Edge’s had not been utilized since August 22, 2016, and September 8, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, on September 8, 2016, T-Mobile issued a one-time credit in the amount of $747.49. Additionally, on November 1, 2016, T-Mobile issued a one-time credit in the amount of $795.40 for the second handset resulting in an updated zero balance. T-Mobile regrets any inconvenience or misunderstanding that Ms. [redacted] may have experienced when cancelling her service with T-Mobile. T-Mobile records confirm that Ms. [redacted] cancelled her mobile number ending in [redacted] on September 9, 2016. Ms. [redacted]’s billing cycle ran from the 17th of the month to the 16th of the following month. Pursuant to T-Mobile’s policy, customers may be billed through the end of their current bill cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through September 16, 2016. It is important to note that Ms. [redacted]’s account remains closed with a zero 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 effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our retail location and our Customer Care department. 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

May 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 May 19, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account and his attempts to settle his balance. T-Mobile records confirm that, on October 10, 2015, Mr. [redacted] purchased two LG G-Stylo handsets, two screen protectors, and a protective case through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $28.35.
On November 13, 2015, Mr. [redacted] entered into a JUMP! On Demand ("JOD") lease for an LG G-Stylo handset wherein he agreed to 18 monthly lease installments in the amount of $14.50.
If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open EIP balance on the canceled account as well as remaining lease installments and purchase option price (“POP”) are accelerated and become due with the final billing statement. This information was disclosed within the EIP and JOD lease agreements provided at the time of Mr. [redacted]’ above-referenced transactions. On October 19, 2016, Mr. [redacted]’ account was cancelled for non-payment, at which time his device payment plans were accelerated and the remaining balances were assessed as charges on the final billing statement dated November 11, 2016.
Mr. [redacted]’ final billing statement dated November 11, 2016, consisted of past due charges from the billing statements dated July 11, 2016, through October 11, 2016, accelerated EIP balance, accelerated JOD lease installment balance, JOD lease POP, applicable taxes, and fees for a total balance of $790.94, which was due, on December 3, 2016. On November 21, 2016, a payment in the amount of $101.50 posted to Mr. [redacted]’ account reducing the balance to $689.44.
Due to continued non-payment, on December 31, 2016, Mr. [redacted]’ account was transferred to the third-party collection agency, AmSher, for collection of the outstanding balance at which time a collection fee of $33.81 was assessed resulting in an updated balance of $723.25. As of February 7, 2017, Mr. [redacted]’ account was transferred to the third-party collection agency, Enhanced Resource Centers, for continued collection efforts.
As T-Mobile had confirmed the return of Mr. [redacted]’ LG G-Stylo handset used on the mobile number ending in 4003, on February 3, 2017, T-Mobile applied a credit in the amount of $110.43 for the remaining associated monthly JOD lease installments and applicable tax. As a result of this adjustment, on February 4, 2017, a credit in the amount of $27.61 was applied toward the above-referenced collection fee which reduced the account balance to $585.21.
Additionally, on April 7, 2017, a payment in the amount of $85.00 posted to Mr. [redacted]’ account reducing the balance to $500.21.
Upon review of the account and Mr. [redacted]’, correspondence, T-Mobile has credited Mr. [redacted]’ outstanding account balance to zero. 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 Mr. [redacted]’ credit report to be updated.
Additionally, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ contact with our retail location. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

July 13, 2017   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 July 2, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.   We regret any inconvenience Mr. [redacted] has experienced with our handset purchase and leasing programs and we appreciate the opportunity to address his concerns.   T-Mobile records indicate on March 26, 2016, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) leasing program and leased two Samsung Galaxy S7 Edge devices each priced at $660.00 each. Please note, JOD is a lease option in which participating customers, such as Mr. [redacted], may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  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 time of his new JOD lease, Mr. [redacted] was required to pay $119.99 per device as a down payment also known as a Capitalized Cost Reduction, and agreed to 18 monthly installments of $28.67 per device.  At the end of the lease, Mr. [redacted] was provided with a $180.00 Purchase Option Price (“POP”) for each device and was advised that this price does not include any taxes that may apply if Mr. [redacted] exercised the option to purchase. Please note that Mr. [redacted] has the option to end his JOD lease and purchase his devices by paying the remaining lease balance as well as the POP and applicable taxes in full.  Regrettably, due to being a lease and not a purchase, Mr. [redacted] does not have the option to apply partial payments to his JOD lease. We regret any inconvenience this matter has caused.   Further review of Mr. [redacted]’s account confirms that on April 1, 2017, Mr. [redacted] remitted a payment in the amount of $234.43 to pay for the services rendered through February 26, 2017, and had a due date of March 19, 2017, to bring his account current as Mr. [redacted]’s was past due and suspended for non-payment.  It is important to note, any payments made to T-Mobile will always cover any open balance first, including any payments made to pay off device balances. We regret any confusion to Mr. [redacted] regarding our payment guidelines.   At the time, Mr. [redacted]’s account also had a new balance of $185.87 for the services rendered through March 26, 2017 and was due on April 19, 2017.  The same day, Mr. [redacted] decided to apply an additional payment of $266.58 which, according to his complaint to your office, was meant to pay off the remaining lease balance on one of his devices. However, as Mr. [redacted] still had an open balance on the account, the payment went to the account balance instead leaving a credit balance leaving a credit balance on the account of $80.71.  Please note, although Mr. [redacted] intended to pay off the lease charges for both of his devices, the payment of $266.58 would not have been enough to cover the remaining lease balance for both devices and the POP of $180.00 plus taxes for each device.    Due to an inadvertent error, the lease for the Samsung Galaxy S7 Edge device associated to the mobile number ending in 1180 was closed and the remaining lease balance along with the POP and taxes were billed out to the Mr. [redacted]’s next billing statement for a total of $299.67 due on June 19, 2017. Please be advised that on July 1, 2017, T-Mobile applied the credit of $299.67 in an effort to resolve Mr. [redacted]’s concerns at the time. Meanwhile the JOD lease for the Samsung Galaxy S7 Edge device linked to the mobile number ending in [redacted] is still open with the remaining $53.28 lease balance and the POP of $180.00 plus taxes.    Nonetheless, in further efforts to amicably resolve Mr. [redacted]’s concerns, on July 11, 2017, T-Mobile ended the lease for the Samsung Galaxy S7 Edge device linked to the mobile number ending in [redacted] and credited the remaining $53.28 lease balance and the POP of $180.00 plus taxes as a courtesy.  Please note, this action will reflect on Mr. [redacted]’s August 2017 billing statement.  We regret any inconvenience Mr. [redacted] has experienced 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.   Sal O[redacted] Executive Response

October 23, 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 October 1, 2015, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], however our attempts have been unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any delay in being able to speak to Mr. [redacted] directly. T-Mobile strives to respond to all customer inquiries in a timely manner. On October 7, 2015, upon speaking with Mr. [redacted], T-Mobile offered to issue a credit for nine monthly charges of $26.50 for his HTC One M8 payment totaling $238.50. Should Mr. [redacted] wish to accept this offer as a resolution to this matter, he may contact me at the number provided below or email me at [redacted]@T-Mobile.com Attn: Leah T[redacted], by November 7, 2015. T-Mobile regrets any inconvenience to Mr. [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

June 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 May 27, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. T-Mobile records indicate that on October 13, 2015, Ms. [redacted] requested to perform a Change of Responsibility (“COR”) to [redacted], an authorized user on her account. A COR is a change in billing responsibility from one person or business to another person or business, along with Equipment Installment Plans (“EIP”) based on eligibility requirements, including that the account not be past due, or on any type of payment arrangements at the time the process takes place.
On the same day the request was made, the account had a past due balance owed, and the account was ineligible for the COR to take place at that time. Please note that a COR must be completed within 30 days after the account holder requests a COR. Please be advised Ms. [redacted] was advised that she is responsible for locating the new customer and that the new customer must contact T-Mobile, qualify for credit and agree to the Terms and Conditions of service before the transfer is complete. Additionally, Ms. [redacted] was advised that she would remain responsible for the mobile number and all charges until the COR is complete. Since October 13, 2015, no further requests were made until May 26, 2017.
Ms. [redacted] may proceed with a COR by contacting our Customer Care team directly at 1-800-937-8997, or by visiting a local T-Mobile retail office. Once the relinquishment has been processed, the potential customer may proceed with the COR process within 30 days of Ms. [redacted]’s request to transfer ownership, so long as the account is in a current state.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent interactions 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.
Adrianne F[redacted]
Executive Response

April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated March 21, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] has experienced and to hear that her iPhone 8 sustained physical damage.  T-Mobile records indicate that on February 22, 2018, a device was ordered and shipped to Ms. [redacted] on February 28, 2018 per UPS tracking number [redacted].  On February 28, 2018, Ms. [redacted] contacted Customer Care and reported that she did not receive the package that UPS left at her doorstep.  At which time, T-Mobile opened an investigation into the whereabouts of Ms. [redacted]’s handset.  On March 12, 2018, T-Mobile refunded Ms. [redacted]’s credit card that was used on February 22, 2018, for the equipment down-payment and taxes.  On March 19, 2018, the original payment in the amount of $376.35 was returned to T-Mobile by Ms. [redacted]’s financial institution; however, this payment was previously refunded to her on March 12, 2018, and considered owed to T-Mobile as it was already refunded.  Nevertheless, T-Mobile records reflect that on March 21, 2018, Ms. [redacted] was provided a goodwill credit to the account in the amount of $376.35. T-Mobile records reflect that Ms. [redacted] has the Premium Handset Protection feature on the account.  This featured provides Ms. [redacted] with the ability to file a claim with the insurance to replace a handset that has physical or liquid damage.  Please note as the handset has physical damage the handset is no longer covered by the Limited Warranty.  As such, T-Mobile encourages Ms. [redacted] to contact Assurant directly at 1-866-866-6285 or online at www.myphpinfo.com for replacement options that may be available.  Alternatively, Ms. [redacted] can contact the manufacturer of her device to confirm if the device can be repaired.  Upon speaking to Ms. [redacted] on March 28, 2018, she has been made aware the charge reflected on her account has been resolved which she has accepted as resolution to her concerns.  T-Mobile regrets any inconvenience 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. 341-8082Very truly yours,T-MOBILE USA, INC.Dolly [redacted]Executive Response

February 29, 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 16, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding this matter. We are pleased to report that Ms. [redacted] concerns have been resolved to her satisfaction. T-Mobile records indicate that on February 22, 2014, Ms. [redacted] qualified and took advantage of our EIP offering and elected to purchase a Samsung Galaxy Note 3 handset. Please note that Ms. [redacted] was not asked to remit a down payment, however she agreed to a series of 24 monthly installments of $29.50. 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-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on November 30, 2015, and on December 31, 2015 T-Mobile records confirm that on September 4, 2015, Ms. [redacted] contacted our Customer Care Department and inquired on activating a new line of service. Please be advised that in order to activate a new line of service, customers’ existing account must be in good standing. Records reflect that Ms. [redacted] account received temporary credits totaling $438.78. Please note that these credits were not intended to be a permanent reduction to Ms. [redacted] account, rather were applied to provide Ms. [redacted] the opportunity to add a line of service while the account was not in good standing. Records reflect that on September 8, 2015, the above referenced $438.78 temporary credits had been reversed on Ms. [redacted] account, resulting in a balance owed. T-Mobile records indicate that on September 9, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP") offering and elected to purchase a pair of Beats by Dre UrBeats 2 ear phones. Please be advised that Ms. [redacted] was not required to remit a down payment for this purchase, however he agreed to a series of 24 monthly installments in the amount of $4.17. Please be advised that as of the date of Ms. [redacted] Beats by Dre purchase, T-Mobile provided a 14 day Buyer’s Remorse return period. This return period allowed Ms. [redacted] the opportunity to use the equipment to see if it met her needs. Should the equipment have been deemed unacceptable by Ms. [redacted] she could have returned the equipment to T-Mobile; in turn T-Mobile would have terminated the associated EIP. Unlike handsets purchased from T-Mobile, advanced accessories such as Beat by Dre merchandise, is not paired was a manufactures warranty hosted by T-Mobile. However, it is important to note that Ms. [redacted] purchase may be covered under Apple’s Limited warranty. Please note that information regarding Apple’s warranty program may be found at: http://www.beatsbydre.com/support/service-warranty.html . Please be advised that between July 30, 2014, and July 15, 2015, T-Mobile provided an industry leading four line family promotional rate plan, which provided unlimited domestic talk, messaging and on network data with the first 2.5 GB at high speed, at the rate of $100.00 before tax. Please be advised that as part of T-Mobile’s tenth Un-Carrier¬ initiative, on November 10, 2015, T-Mobile released a new promotional family rate plan, known as Simple Choice Family Match. Simple Choice Family Match rate plans do not require a two year service agreement, nor do they require an activation fee. Please note that Simple Choice Family Match provides unlimited domestic talk, messaging, and on-network data with the first 2GB at high speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. Please note that the four line Simple Choice Family Match rate plan with 2GB high speed data carries a monthly reoccurring cost of $100.00 per month. Simple Choice Family Match also provides customers’ the opportunity to subscribe their account to our 6GB match plan which provides 6GB of on-network high speed data to four lines of service for $120.00 pre-tax per month. On February 29, 2016, T-Mobile contacted Ms. [redacted] in an effort to amicably resolve her concerns and offered to absolve her of the remaining EIP balance for her Beats by Dre UrBeats headphones, and offered an alternative rate plan that better fits her needs. Additionally, T-Mobile offered to provide a one-time courtesy credit in the amount of $275.90 as a gesture of good-faith. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns. Ms. [redacted] account remains active with a zero balance owed. T-Mobile encourages Ms. [redacted] to Contact Apple Support in an effort to inquire on exchange or repair services that may be available to her using the Apple Limited Warranty for Beats by Dre merchandise. Please be advised that T-Mobile strives to provide world class customer service to all of our customers, within every interaction we have. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee has failed in any way to display that during Ms. [redacted] recent interactions with our Retail and Customer Care teams. 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. Jason A[redacted] Executive Response

February 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 19, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] experienced regarding her activation and account cancellation. T-Mobile records confirm that on March 5, 2015, Ms. [redacted] activated her T-Mobile services through Venicom, Inc., a third-party authorized dealer for T-Mobile’s products and services. As Venicom, Inc. is a third-party authorized dealer for our products and services, their employees do not work directly for T-Mobile. Please note that at the time of activation Ms. [redacted] paid $80.00 in deposits to activate her account. When Ms. [redacted] activated this account she signed a secondary contract with Venicom, Inc. which she agreed to a two year service agreement from March 5, 2015, through March 5, 2017, and agreed to have her monthly recurring cost (“MRC”) comprised of the Family Unlimited Talk, Text and Data Classic rate plan for $100.00. It is important to note that should Ms. [redacted] process a rate plan change from the rate plan above to a new Simple Choice rate plan, she would be assessed a $200.00 migration fee. T-Mobile records confirm that Ms. [redacted]’s billing statement dated September 7, 2015, included a past due balance of $113.18 from the billing statement dated August 7, 2015, the charges totaled $231.42 for the billing period from September 7, 2015, through October 6, 2015, which were comprised of the MRC referenced above of $100.00 plus applicable taxes and fees. Please note that payment was not remitted to T-Mobile for this balance owed on September 27, 2015. Ms. [redacted]’s billing statement dated October 7, 2015, included a past due balance of $118.24 from the billing statement dated September 7, 2015. On September 10, 2015, a payment in the amount of $113.18 was applied to the past due balance. Please note that including the past due balance above, the charges totaled $671.27 for the billing period from October 7, 2015, through November 6, 2015, which were comprised of the MRC referenced above of $100.00, two migration fees of $200.00 plus applicable taxes and fees. Please be advised that on November 5, 2015, Ms. [redacted] transferred her number to a new service provider and as a result cancelled the mobile number ending in 4622. As Ms. [redacted] did not complete the service agreement she was charged an early termination fee in the amount of $200.00 plus applicable taxes. Ms. [redacted]’s billing statement dated November 7, 2015, included a past due balance of $523.03 from the billing statement dated October 7, 2015. On October 8, 2015, a payment in the amount of $118.24 was applied to the past due balance. Please note that including the past due balance above, the charges totaled $863.00 for the billing period from November 7, 2015, through December 6, 2015, which were comprised of the MRC referenced above of $100.00, an ETF of $200.00 plus applicable taxes and fees. Please note that since the mobile ending in 4622 was cancelled, the $30.00 deposit Ms. [redacted] paid at the time of activation was released to the account balance. Furthermore, on November 10, 2015, Ms. [redacted] transferred her number to a new service provider and as a result cancelled the mobile number ending in 3067. As Ms. [redacted] did not complete the service agreement she was charged an ETF in the amount of $200.00 plus applicable taxes. Lastly, Ms. [redacted]’s billing statement dated December 7, 2015 included a past due balance of $813.00 from the billing statement dated November 7, 2015. T-Mobile records confirm that since the mobile ending in 3067 was cancelled, the $50.00 remaining deposit Ms. [redacted] paid at the time of activation was released to the account balance. Please note that including the past due balance above, the charges totaled $1,034.38 for the billing period from December 7, 2015 through January 6, 2016, which was comprised of the ETF of $200.00 plus applicable taxes and fees. Please note that no further payments were received. As T-Mobile did not receive payment for the balance above, on January 2, 2016, Ms. [redacted]’s account was referred to an outside collection in an attempt to collect the balance. It is important to note that Ms. [redacted] was assessed a collection fee in the amount of $258.60, bringing the total balance owed to $1,292.98. Ms. [redacted]’s account currently is with Amsher who can be contacted at 877-322-9724. In an effort to amicably resolve Ms. [redacted]’s concerns, upon payment in the amount of $434.38 directly to T-Mobile and not the outside collection agency, T-Mobile will issue a credit of $858.60, which totals the amount owed on Ms. [redacted]’s account. Please be advised that Ms. [redacted] was given a 60 period from January 30, 2016, through April 1, 2016, to remit payment to this office. Additionally, upon payment, T-Mobile will remove the account from collections and instruct that negative reporting be removed, which can take up to 90 days. 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. Ruben A[redacted] Executive Response

March 23, 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 15, 2017, 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 account. Our records confirm that Mr. [redacted] activated his account on October 5, 2006, and currently has eight active lines of service. On March 11, 2016, Mr. [redacted] used our JUMP! On Demand (“JOD”) lease program to lease a Samsung Galaxy S7 handset. The JOD lease program allows customers to upgrade to the hottest devices whenever they want. Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. Mr. [redacted] agreed to an 18 month lease period, with monthly payments in the amount of $28.00.
Our records confirm that on March 25, 2016, Mr. [redacted] performed a JOD upgrade for his Samsung Galaxy S7 handset. Mr. [redacted] leased a Samsung Galaxy S7 Edge handset, with 18 monthly payments in the amount of $30.00. As part of the JOD upgrade program, Mr. [redacted] was required to return the Samsung Galaxy S7 handset to a T-Mobile retail location. Upon receipt and inspection of the handset, the JOD lease for the handset would be closed. Regrettably, our records confirm that the Samsung Galaxy S7 handset was not received as returned to T-Mobile. As such, the JOD lease remained active on Mr. [redacted]’s account.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, on March 21, 2017, T-Mobile closed the JOD lease for the Samsung Galaxy S7 handset leased on March 11, 2016. As such, Mr. [redacted] will no longer be billed for the device. Additionally, on March 21, 2017, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $336.00 for billed handset lease payments. As Mr. [redacted] had a balance owed, his account remains active with a balance of $600.59. It is important to note that a portion of this balance is considered past-due. T-Mobile recommends that Mr. [redacted] contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed, and 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

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 have missed attempts where Ruben has reached out to me but I have called back as well as emailed back and yet to get a response. I contacted the call center as well and they too tried twice to contact him but to no avail. I understand he is very busy and has many other customers to deal with and since I cannot seem to reach him it would much appreciated if the resolution he proposed just be completed. Thank youSincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add that T-Mobile needs make its Fraud Department accessible to its customers.  I could have avoided months of anger and frustration if I was able to speak with someone of authority.  They kept  promising me a call back, and that "The Fraud Department" was investigating. It took 4 months, a complaint to the Revdex.com, and police report to get my issue resolved.  T-Mobile lost my business.
Sincerely,
[redacted]

July 14, 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 7, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted] concerns within this letter. T-Mobile records confirm that Mr. [redacted] market was part of the Advanced Wireless Service (AWS) upgrade offer. T-Mobile in effort to continually improve our network, is upgrading more of our network in several markets to reallocate our (AWS) spectrum to LTE. This impacts customers using (AWS) only devices, RS1 signal boosters and Audi Connect. Please note that customers with (AWS) only handsets, hotspots, signal boosters, and tablets, will only get 2G service for voice, text message (SMS), and data speeds unless they upgrade to devices with a minimum Band II support upgrade. T-Mobile records indicate that Mr. [redacted] contacted T-Mobile on July 3, 2015 and accepted the offer to upgrade to a Blackberry Classic device. Regretfully the Blackberry Classic device was no longer available for replacement. T-Mobile records confirm Mr. [redacted] cancelled his account on July 6, 2015 when he ported his number to another service provider as the Blackberry Classic was no longer being offered. Please note that customers are currently being offered for a limited time Loyalty upgrade offer to the following devices at no charge: • Alcatel OneTouch • Alcatel OneTouch Pop 7 Tablet • T-Mobile 4G LTE Hotspot Z915 • 4G LTE Signal Booster. If customers do not wish to upgrade to the free devices listed above, they have the option to receive $100.00 off another device if they upgrade using Equipment Installment Plan. In an effort to amicably resolve this matter T-Mobile has applied a credit of $58.81 for services utilized from May 23, 2015 to June 22, 2015. In addition T-Mobile will waive the final billing statement for the billing cycle of June 23, 2015 through July 22, 2015 that has yet to be generated. Please note that as of the date of this letter Mr. [redacted] T-Mobile account remains cancelled with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INC. Luv V[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 your correspondence dated July 28, 2015, from [redacted] regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile records confirm that Mr. [redacted] is using a non-T-Mobile branded [redacted] XPeria Z3 device. It should be noted that while an unlocked [redacted] XPeria Z3 from another carrier should work on T-Mobile’s network, we are unable to guarantee the full functionality of the device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked [redacted] XPeria Z3 have worked on our network; however, certain advanced features may work sporadically or not at all. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile will attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices are limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. Please note that T-Mobile provides insurance options such as the Premium Handset Protection (“PHP”). PHP is a program provided by [redacted] Insurance Services, Inc. This program offers extended warranty coverage beyond the manufacturer’s Limited Warranty, as well as insurance coverage for damage, loss or theft. Please note that [redacted] and T-Mobile are separate companies, each with separate policies. [redacted] requires that the customer pay a pre-determined deductible based on the device model in order to obtain replacement equipment. Additionally, [redacted] may send a reconditioned device as a replacement when an equipment claim is made. In review of Mr. [redacted] account, he does not have a PHP feature on his T-Mobile account. Nevertheless, as a courtesy, T-Mobile has agreed to send Mr. [redacted] a T-Mobile branded [redacted] XPeria Z3 device at the cost of $175.00, which is equivalent to the required insurance deductible for this device. Should Mr. [redacted] choose to take advantage of this offer, he may contact me at the number listed below within 30-days. 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. Sacny A[redacted] Executive Response

June 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington [redacted] Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 15, 2016, regarding the above-referenced account. Please note that upon reaching Ms. [redacted] to discuss this matter, she directed us to speak with her authorized user of record, Mr. [redacted]. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’ satisfaction. T-Mobile regrets any equipment concerns Ms. [redacted] and Mr. [redacted] experienced. T-Mobile records reflect that Mr. [redacted]’ Apple iPhone 6 Plus handset was purchased on May 16, 2016. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by Apple. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under T-Mobile’s Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Mr. [redacted] initiated a Limited Warranty Exchange on June 12, 2016, and the replacement handset was delivered on June 15, 2016. Upon review of Mr. [redacted]’ warranty exchange, our records confirm that the handset was delivered within the allowed 48- hour timeframe, based on the fact that the warranty exchange was filed on a Sunday and would not ship same day. However, upon speaking with Mr. [redacted], he advised that he was initially advised that the handset would be delivered next day. In an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $100.00. Ms. [redacted]’s account currently reflects a revised credit balance of $100.00. Mr. [redacted] accepted this offer as resolution in full to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [redacted]. Very truly yours, T-MOBILE USA, INC. [redacted] Executive Response