T-Mobile Usa Inc

September 24, 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 September 19, 2015, regarding the above-referenced account. T-Mobile has confirmed that the name on the correspondence and the name on the account are the same person. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to the payments made towards her Equipment Installment Plan (EIP). As Ms. [redacted] mentions in her correspondence she qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note 4, Roll Glass and S-view cover accessories. EIP is a payment option that allows eligible customers to purchase handsets by making agreeing to pay the remaining balance in 24 installments. T-Mobile records confirm that on August 7, 2015, Ms. [redacted] accessed her online account at my.t-mobile.com made two additional payments towards her open EIP balances in the amounts of $19.16 and $23.95. It is important to note that customers remitting an EIP prepayment online are provided with the following terms: “This payment will show against your account balance until your next bill when it will be applied to your EIP balance. All payments can be viewed in your payment history.” Please note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cycle. As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. Our records confirm that at the time Ms. [redacted] remitted her EIP payments, her account balance was $109.35. The following day on August 8, 2015, Ms. [redacted] remitted a payment in the amount of $66.24, which brought her balance to zero. The charges for the payoff of the accessories were assessed to the September 14, 2015, billing statement. This statement reflected Ms. [redacted] regular monthly recurring charges of $70.00, her insurance feature, the equipment payoff charges of $19.16 and $23.95, and applicable taxes and fees which brought the total bill balance to $150.57. Our records indicate that Ms. [redacted] did not remit payment for the full balance of $109.35 resulting in a past due balance. It is T-Mobile’s position that Ms. [redacted] was billed appropriately and her balance is valid. Nevertheless, in an effort to amicably resolve Ms. [redacted] concerns, T-Mobile has offered a credit in the amount of $25.00 toward her account balance. Regretfully, Ms. [redacted] declined our offer. Should Ms. [redacted] reconsider, she may reach out to me directly at the number below. Please note that as of the date of this correspondence, Ms. [redacted] account remains active with a balance of $180.46. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at[redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

July 7, 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 June 27, 2017, regarding the above-referenced account.    T-Mobile strives to provide all our customers with a world-class experience and we regret any inconveniences Mr. [redacted] may have encountered.  T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.   T-Mobile records confirm that on July 9, 2016, Mr. [redacted] participated in our Equipment Installment Plan (EIP) for an Apple iPhone 6S Plus handset on his mobile number ending in [redacted].  Mr. [redacted] was not required to pay a down payment however; he agreed to 24 monthly installment charges of $31.25.  Upon speaking with Mr. [redacted], he stated that the Apple iPhone 6S Plus handset was returned to T-Mobile.  After further research, T-Mobile confirmed that the Apple iPhone 6S Plus handset was returned to our National Return Center on April 7, 2017.    In addition, on June 13, 2017, due to an inadvertent error, Mr. [redacted]’s mobile number ending in [redacted] was transferred to a new owner.  As Mr. [redacted] states in his correspondence; he did not provide permission for authorized user to transfer the mobile number ending in [redacted] to a new owner.  Furthermore, the remaining EIP balance for a Samsung Galaxy S7 handset pertaining to the mobile number ending in [redacted] was not transferred to the new account owner.    In an effort to amicably resolve this matter, on June 28, 2017, T-Mobile closed out the remaining EIP balance for Mr. [redacted]’s Apple iPhone 6S Plus handset and his Samsung Galaxy S7 handset.  Additionally, T-Mobile removed the monthly EIPs and prorated charges for Mr. [redacted]’s billing statement dated June 7, 2017 in the amount of $130.92.  Mr. [redacted] accepted this as a resolution and would not like the mobile number ending in [redacted] returned to his T-Mobile account.  As of June 28, 2017, Mr. [redacted]’s account balance is $128.11, which consists of his current monthly recurring charges.  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 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response

July 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 23, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. As indicated in our May 20, 2016 response to your file no. [redacted], our records confirm that Mr. [redacted] activated his account on July 18, 2015, with two lines of service. On July 18, 2015, Mr. [redacted] utilized our Equipment Installment Plan (“EIP”) program to purchase two ZTE ZMax handsets and several accessories. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $25.93. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Additionally, if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records confirm that Mr. [redacted] cancelled his account on May 7, 2016, when he ported his numbers to another provider. As there were active EIPs on Mr. [redacted]’s account at that time, the remaining balance was assessed to his final billing statement. Mr. [redacted]’s balance owed following the cancellation of his service was $439.38, which included $160.95 for monthly access fees, and $278.43 for the remaining Equipment Installment Plan balance. Please note that as offered in our May 20, 2016 response, on May 23, 2016, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $160.95 for the billed monthly access fees and applicable taxes. Mr. [redacted] remained responsible for the balance of $278.43 for the remaining EIP balance. Our records confirm that Mr. [redacted] contacted Customer Care on June 13, 2016, to arrange for payment of the balance owed. Regrettably, a payment arrangement was not available, and payment for the balance owed was required. As the account continued to carry an outstanding balance, on June 16, 2016, T-Mobile referred Mr. [redacted]’s account to a third party collection agency for collection of the balance owed. In an effort to amicably resolve Mr. [redacted]’s concerns, on June 24, 2016, T-Mobile issued a credit to his account in the amount of $278.43, closing his account with a zero balance. Additionally, 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 regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. 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

December 17, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 15, 2015, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile regrets to hear of any concerns Mr. [redacted] has experienced regarding his recent handset order. Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our Customer Care. Upon investigating Mr. [redacted]’ concerns, T-Mobile has confirmed that Mr. [redacted]’ iPhone 5s handset was received by T-Mobile on October 9, 2015. In an effort to amicably resolve the matter, T-Mobile has closed the Equipment Installment Plan ("EIP") associated with the iPhone 5s handset. Additionally, T-Mobile applied a credit in the amount of $54.00 towards Mr. [redacted]’ account for the EIP charges for the iPhone 5s handset from the billing statements dated October 28, 2015, and November 15, 2015. Upon speaking to Mr. [redacted], on December 16, 2015, he has confirmed that the matter is resolved and he has no further concerns. We regret 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

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Thursday, August 24, 2017 6:01 PM To: Complaints <[redacted]@theRevdex.com.org> Subject: Submission   Hello, I see that my case was closed while I was still trying to resove things with T Mobile.I did respond to their email, on August 14th, with a time that was convenient to talk about this issue, as they called while I was at work. They did not respond after I sent the email or call back when I could speak with them.    I followed their instructions in contacting [redacted], waited for the paper information to be mailed to my home, which I recieved upon my return home from being away on August 11th, and I attempted to submit the paperwork that they requested again on August 21. I recieved an error page message and did not have time to call them back that night. Due to work committments, I have not had the substantial amount of time it takes to call them until tonight.   I have been trying to contact with them this evening according to their instructions on the error page and was not able to get ahold of a customer service representative. I then called a different number and folowed a diffferent set of prompts that was given to me by a previous customerservice representative. I have been on hold now for more than 10 minutes and I see that the call center is closing in 5 minutes, so my hopes of getting this resolved today are pretty low right now.    Is there anything else I can do?    [redacted]

February 6, 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 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with our iPhone 7 Trade Up promotion. T-Mobile records indicate that on September 12, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 with 128GB of memory on his mobile number ending in [redacted]. At the time of Mr. [redacted]’s purchase, he was required to make a down a payment of $99.99 for his iPhone 7 with 128GB of memory. Mr. [redacted] then agreed to 24-monthly installment charges of $27.09.
Our records further indicate that Mr. [redacted] is participating in our 2016 September iPhone 7 Trade Up promotion whereby he is eligible to receive a trade-in credit applied to his account balance and then and a monthly credit for his monthly EIP bill over 24-months.
Regretfully, T-Mobile does not have a trade-in processed on Mr. [redacted]’s original handset order for his iPhone 7. Our records indicate that T-Mobile offered Mr. [redacted] a trade-in credit of $165.00 and we applied a trade-in credit of $165.00 to his account on January 27, 2017. Mr. [redacted] advised our Customer Care that he had traded-in an iPhone 6 serial number [redacted] and this trade-in was intended for our iPhone 7 Trade Up promotion.
In an effort to amicably resolve this matter, on January 31, 2017, T-Mobile applied a courtesy credit of $81.27 for his previous monthly EIP charges paid by Mr. [redacted] and we have closed Mr. [redacted]’s iPhone 7 EIP in the amount of $541.64. Mr. [redacted] will no longer receive monthly EIP charges for his iPhone 7 on his mobile number ending in [redacted]. T-Mobile regrets any concerns Mr. [redacted] experienced with his iPhone 7 Trade Up promotion.
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.
Ligia M[redacted]
Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] which have proven unsuccessful therefore we will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account. T-Mobile records indicate that on March 9, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Aristo. 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]’s personal credit history at the time of purchase, she was not required to make a down payment however she was required to pay an upgrade fee of $20.00. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $5.00.
By purchasing T-Mobile equipment, Ms. [redacted] receives/received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or water damage. The terms of the express, written handset warranty is provided for all customers in the Terms & Conditions Return Policy Limited Warranty which is included in the box of the new handset.
Additionally, customers may add a Premium Handset Protection (“PHP”) for an additional monthly cost within the first 14 days of purchase. PHP is a service that provides an extended warranty, insurance coverage for accidental damage, and lost or stolen protection. Prices vary depending on the handset’s make and model.
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.
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.
Mercedes V[redacted]
Executive Response

June 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 May 25, 2017, regarding the above-referenced account. Please note that T-Mobile attempted to reach Mr. [redacted] but we were unsuccessful, therefore we will make every effort to fully address his concerns in this letter.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile has carefully reviewed Mr. [redacted]’s account and we have been unable to find documentation that he was offered a free device. Please note that T-Mobile no longer provides customers with free handsets as we eliminated contractual agreements several years ago; therefore an offer for a free device is being issued as a courtesy to a customer outside of our normal policies and guidelines. As this is the case, such offers are most often one time and need to be accepted at that time or will no longer be honored. If Mr. [redacted] did experience a previous offer being later declined, that is within T-Mobile’s normal procedures.
Further review of Mr. [redacted]’s account has confirmed that he has very frequently received handsets at no cost with no obligation on his part, but as a courtesy to him. T-Mobile has confirmed that, going as far back as July 2010, Mr. [redacted] has been credited in full for all devices that were ordered for him by our Customer Care team. This is a total value of $4,059.90 which does not include the sales tax and shipping costs that were also consistently waived. Based on this information, it is T-Mobile’s position that Mr. [redacted] has been generously compensated in regards to his handset upgrade requests and we respectfully decline his current request for a free Samsung Galaxy S8+.
T-Mobile would like to encourage Mr. [redacted] to review our Equipment Installment Plan offer to provide him with a very low out of pocket expense at the time he purchases new devices. Additionally, T-Mobile suggests that Mr. [redacted] follow us on social media sites like Twitter and Facebook to remain up to date on all our current offers so he can be sure to take advantage to any that suit his needs.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:  Per the response from T-mobile, I have not responded to him (James H[redacted]),  I have been calling him weekly.  And again today.  The information is incorrect.  I did not sign anything allowing T-mobile to do a credit inquiry or sign up for their services.  I did not get equipment from them?  How could they activate 4 lines without phones?  Never received a bill until January and at that time it went to collections!  This is fraud!
Sincerely,
[redacted]

August 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] 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, 2016 regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom reimbursement offer and the status of her submission. T-Mobile makes 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 Telesales and Customer Care teams. Under the terms of the Carrier Freedom program, T-Mobile will reimburse consumers’ remaining Equipment Installment Plan (“EIP”) balance up to $650.00 per device traded in, and $350.00 per early termination fee (“ETF”). There are several eligibility requirements that were not in met in regards to Ms. [redacted]’s denied reimbursement submission. In an effort to resolve this matter amicably, T-Mobile is honoring the offer with a total reimbursement of $2,244.39, for Ms. [redacted]’s EIP balances reflected on her previous service provider’s final statement. Ms. [redacted] was not assessed any ETFs. The reimbursement account credit was impacted by Ms. [redacted]’s current account balance of $193.51 and resulted in a credit balance of -$2,050.88 on the account. On August 24, 2016, T-Mobile issued a prepaid credit card refund in the amount of $2,050.88. Ms. [redacted] should allow seven to ten business days for delivery. 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. Pancho Q[redacted] Executive Response

Revdex.com:
You had helped me with a complaint that I had filed around a cell phone offer (ID #[redacted]). In the end, the vendor resolved this favorably. The matter was closed out with an indication that I rejected the resolution and I feel that is unfair to the vendor who resolved this. I was not able to accept their solution inside of the 7 days required by the Revdex.com as I did not received the payment until just this week. Can you please reopen that complaint and mark it as resolved so as to give them credit for doing so? Thank you, [redacted] Please mark Complaint ID #[redacted] as resolved favorably - thank you 
Sincerely,
[redacted]

August 18, 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 5, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced and we appreciate the opportunity to address her concerns. T-Mobile offers qualifying postpaid customers the ability to finance equipment with our Equipment Installment Plan (“EIP”) program which provides the opportunity of making device payments over a 24 month period. It is important to note that taxes, shipping, $20.00 upgrade fee, and any required down payment must be paid at the time of purchase. Once the order is placed an email is sent to our customers explaining the terms and conditions and financing terms containing an E-Signature which is required to be signed in agreement after the information is reviewed by our customers. Once T-Mobile receives the signed document the order is processed and shipped. It is important to note that customers who are subscribed to our JUMP program are provided the Premium Device Protection (“PDP”) bundle and are provided the ability to trade in devices in EIP for full credit of their remaining balances.
T-Mobile records indicate that on August 3, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy J7 Prime device. Accordingly, Ms. [redacted] agreed to a series of 24 monthly installments in the amount of $10.00. It is important to note that this order did not include an Apple iPhone 7. Records indicate that in order to purchase an Apple iPhone 7 32GB device, a down payment of $25.99 was required plus taxes, shipping, and the $20.00 upgrade fee. T-Mobile regrets any confusion regarding our EIP program and the required payments at the time of purchase.
In a conversation with Ms. [redacted] on August 10, 2017, T-Mobile explained the above information and per her request assisted her in placing a new order for an Apple iPhone 7 32GB device. Since Ms. [redacted] confirmed she would be taking advantage of a JUMP upgrade, the $20.00 upgrade support fee was waived. T-Mobile agreed to issue a $50.00 courtesy credit to compensate for the shipping charge and any inconvenience. Please note that this credit lowered the account balance to $137.57.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Thania R[redacted] Executive Response

April 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response, dated February 23, 2016. As indicated in our previous response, our records confirm that Ms. [redacted] activated her account on September 26, 2014, with the line of service ending in [redacted]. At the time of Ms. [redacted]’s activation, she subscribed to our JUMP! 2 handset protection feature. This feature provides Ms. [redacted] handset insurance and an extended warranty, Mobile Security with Lookout, and the benefit of trading-in her current device that is financed through our Equipment Installment Plan (“EIP”) program for a credit of up to one-half of the original retail price of the device, closing the associated EIP, and allowing her to purchase a new device at full cost, or using our EIP offering. It is important to note that the new EIP is for the full retail cost of the new device, as indicated in the documents signed at the time of the new device purchase. T-Mobile records confirm that on September 26, 2014, Ms. [redacted] purchased an Apple iPhone 6 handset using our EIP offering. Ms. [redacted] agreed to 24 monthly installments in the amount of $27.08 for the handset. Ms. [redacted] utilized our EIP offering once again on September 28, 2014, with the purchase of a Logitech UE Boom Bluetooth speaker, with 24 monthly installments in the amount of $8.33. On September 5, 2015, Ms. [redacted] participated in our JUMP! upgrade program, with the purchase of a Samsung Galaxy S6 Edge handset using our EIP program, as well as several device accessories on a separate EIP. Please note that at the time of the device and accessory purchase, Ms. [redacted] was provided documents regarding the monthly charges for the purchases, which required her signature for acceptance. Ms. [redacted] traded-in her Apple iPhone 6 handset at the time of her purchase of the Samsung Galaxy S6 Edge handset. The EIP for the Apple iPhone 6 was closed at that time, and a new EIP was opened for the full retail cost of the Samsung Galaxy S6 Edge handset, per the terms of the JUMP! program. It is important to note that the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Ms. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. As such, we are regrettably unable to return the Apple iPhone 6 handset to Ms. [redacted]. In an effort to amicably resolve Ms. [redacted]’s concerns, on April 11, 2016, T-Mobile closed the EIP for the accessories purchased for the Samsung Galaxy S6 Edge on September 5, 2016. As such, Ms. [redacted] will no longer be billed monthly for the accessories. Additionally, T-Mobile offers to issue a credit in the amount of $100.00 towards the EIP for the Samsung Galaxy S6 Edge handset, which will reduce the number of remaining installments for the device. T-Mobile requests that Ms. [redacted] contact me at the number below by April 30, 2016, to accept this offer as resolution to her concerns. As Ms. [redacted] accepted the terms of the EIP for the Samsung Galaxy S6 Edge at the time of her purchase, T-Mobile respectfully declines to waive the remaining device balance of $481.61. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location. 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

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 21, 2016 regarding the above-referenced account. T-Mobile regrets any difficulty Mr. [redacted] has experienced with his Samsung Galaxy S7 32GB device and any delay in receiving a replacement. T-Mobile’s records confirm that on November 11, 2016, a limited warranty exchange was filed for the line ending in [redacted] for a Samsung Galaxy S7 32 GB devices. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. 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. Regretfully, when the order was placed it was determined that it was on backorder. Please note backorder status means that T-Mobile is still taking orders for the device but is waiting on stock to fulfill those orders. T-Mobile makes every effort to manage supply of the devices; however when demand out paces supplies the shipping of the device is delayed. T-Mobile has confirmed that the replacement was shipped on November 18, 2016, to the T-Mobile store for instore pickup. It is important to note that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processed. This fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement device. When Mr. [redacted] requested the Limited Warranty exchange the $20.00 Service Warranty Processing Fee was disclosed before the transaction was completed and the replacement device was sent. Please note to reduce this fee for future exchanges, Mr. [redacted] may add the appropriate Premium Handset Protection feature to the account which provides an extended warranty period, a reduced $5.00 Service Warranty processing Fee, and expedited shipping of replacement equipment. T-Mobile records indicate that on November 18, 2016, Customer Care applied an account credit in the amount of $50.00 to mitigate any difficulties caused regarding Mr. [redacted]’s equipment concerns. Mr. [redacted]’s account reflects a balance owing in the amount of $73.40 as the data of this letter. T-Mobile regrets any difficulties Mr. [redacted] 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. Amor M[redacted] Executive Response

October 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. 9[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 13, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records confirm that on August 1, 2015, Ms. [redacted] entered into a JUMP! On Demand lease by selecting the iPhone 6 handset. JUMP! On Demand 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. T-Mobile records indicate that on August 1, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 6 Lifeproof cases and a iPhone car charger. 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. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. T-Mobile records confirm that Ms. [redacted] canceled her account on April 30, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]s’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through May 2, 2016. The final billing statement dated May 3, 2016, reflected a balance of $1,001.49 due by May 23, 2016, and consisted of the accelerated remaining EIP balance, remaining lease payments and purchase option price. T-Mobile records indicate that on May 4, 2016, Ms. [redacted] returned her two iPhone 6 handsets to a T-Mobile retail location. At that time a credit in the amount of $354.40 was applied to the account for the purchase option price. On October 14, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $647.09 for the accelerated remaining EIP balance and remaining lease payments. Ms. [redacted]’s account remains closed with a zero balance. 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 regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

January 19, 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 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her recent handset exchange. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. According to our records, on December 4, 2015, Ms. [redacted] completed a handset exchange. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Nevertheless, in an effort to amicably resolve the matter, on January 12, 2016, T-Mobile applied a courtesy credit in the amount of $436.00 towards Ms. [redacted]’s account for the aforementioned out-of-warranty fee and applicable taxes. Ms. [redacted]’s account remains active with a credit balance of $4.68. 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. Brandon M[redacted] Executive Response

May 16, 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 5, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her Stateside International Calling feature. Please note that customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged.
• The Stateside International feature which is available at a cost of $10.00 per month provides unlimited calling to landline phones from the United States to more than 70 foreign countries. In addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than 200 countries.
• The Stateside International with Mobile feature, available at a cost of $15.00 per month provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional 30 countries as well as a 1,000 minute bucket for calling mobile numbers in Mexico. With both of these features, calls made using a Wi-Fi connection are charged the same discounted rates depending on the feature the customer is subscribed to.
T-Mobile records confirm that on May 17, 2016, Ms. [redacted]’s account was subscribed to the Select Choice Unlimited Talk and Text rate plan for $20.00 plus taxes, per month. Additionally, Ms. [redacted]’s voice line was subscribed to the Simple Choice Unlimited Data feature for $20.00, plus taxes, per month.
Records confirm that on that day, Ms. [redacted]’s account was subscribed to the Stateside International with Mobile feature for $15.00, plus taxes, per month. It is important to note that this feature remained on Ms. [redacted]’s account until February 15, 2017, when Ms. [redacted] contacted T-Mobile’s Customer Care department and advised that the account should be subscribed to the Stateside International feature for $10.00, plus taxes per month. As a result, on that day, Ms. [redacted]’s account was subscribed to the Stateside International feature for $10.00, plus taxes per month. Please note that this feature does not cover calls to mobile numbers. Therefore, as Ms. [redacted] was calling mobile numbers in Poland, her account was charged $0.20 per minute for those calls.
T-Mobile records confirm that Ms. [redacted]’s February 17, 2017 billing statement reflected a balance owed of $64.30. As a payment was not received for this balance, it carried forward to Ms. [redacted]’s March 17, 2017 billing statement, which reflected a new balance owed of $98.40, increasing the balance owed to $162.70. Records confirm that this billing statement reflected Stateside International calling charges of $39.82, as well as a late fee of $0.94. On March 29, 2017, T-Mobile received a payment of $64.30, reducing the balance owed to $98.40.
As payment was not received for the balance owed, it carried forward to Ms. [redacted]’s April 17, 2017 billing statement, which reflected a new balance owed of $80.30, increasing the balance to $178.70. It is important to note that this billing statement reflected Stateside International calling charges of $21.67, as well as a late fee of $0.94.
In an effort to resolve the matter, on May 1, 2017, T-Mobile subscribed Ms. [redacted]’s account back to the Stateside International with Mobile feature for $15.00, plus taxes, per month. Additionally, on that day, T-Mobile applied a courtesy credit of $70.82, reducing the balance owed to $107.88. On May 2, 2017, T-Mobile received a payment of $107.88, reducing the account balance to zero. Should Ms. [redacted] wish to discuss the matter further, she may contact me directly at the number listed below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 21, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile inquiries appearing on his credit report. T-Mobile records indicate on August 9, 2017, Mr. [redacted] activated his T-Mobile account. T-Mobile was unable to locate multiple accounts that would cause a credit inquiry to appear multiple times on Mr. [redacted]’s credit report.
In an effort to amicably resolve this matter, T-Mobile requested to remove the credit inquiries from the three major credit bureaus. Please note it can take up to 90 days for the changes to reflect on Mr. [redacted]’s credit report.
Should Mr. [redacted] wish to contact the three major credit bureaus, he can contact them using the following information:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
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.
Jennifer G[redacted]
Executive Response

May 3, 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 20, 2017 regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets the concerns that Mr. [redacted] experienced while attempting to take advantage of our 2017 Samsung Superphone offer. From February 24, 2017 - March 9, 2017, for a limited time only, eligible customers can get a Samsung Galaxy S7 for free or a Samsung Galaxy S7 Edge for $100 after instant trade-in and mail-in rebate, when they port in a line and trade in a qualifying device. The offer is good when purchased on Equipment Installment Plan (“EIP”) with a “T-Mobile ONE” rate plan or “Simple Choice” rate plan with Unlimited Data. Please be advised that although Mr. [redacted] did purchase two Samsung Galaxy S7 handsets, Mr. [redacted] only qualified to receive the rebate for one of the handsets, due to the fact that he traded-in one device. Please be advised that this was the only Samsung promotion T-Mobile had available during this time.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to resolve this matter, T-Mobile has ended the EIP associated with the mobile number ending in [redacted] with a credit of $455.51, in addition to Mr. [redacted]’s account credit of $120.49, for a total of $576.00, and nothing further is owed for this handset. Please note that Mr. [redacted]’s account currently reflects a zero balance. In addition, our records confirm that Mr. [redacted]’s rebate in the amount of $495.00 for the qualifying Samsung S7 device was approved on April 11, 2017, and was expected to be delivered within two to three weeks. Mr. [redacted] accepted this offer and information as resolution in full to his concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Retail location or 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.
Kayla J[redacted]
Executive Response

September 6, 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 29, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to T-Mobile promotions. T-Mobile records indicate that on July 22, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy On5 handset and an Alcatel One Touch Pop 7 tablet. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $5.84 for the Samsung Galaxy On5 handset and $5.42 for the Alcatel One Touch Pop 7 device. It is important to note that Ms. [redacted] participated in the Summer Smartphone on Us offer and the 2016 July Tablet Mix Offer. As part of these offers, Ms. [redacted] will receive 24 monthly billing statement credits of $5.42 for the Samsung Galaxy On5 handset and $5.84 for the Alcatel One Touch Pop 7 tablet, reducing the cost of the devices to zero. Ms. [redacted] is required to have one voice line of service in order to receive the credit for the Samsung Galaxy On5 handset. Additionally, Ms. [redacted] is required to have a Mobile Internet line of service active with a 2GB or higher rate plan in order to continue to receive the credit for the Alcatel One Touch Pop 7 tablet. Should Ms. [redacted]’s lines of service become cancelled, she would be responsible for the remaining EIP balances. T-Mobile records confirm that on August 9, 2016, we applied a credit of $5.84 for the Samsung Galaxy On5 handset, for the billing cycle charges from July 3, 2016, through September 2, 2016. On August 29, 2016, T-Mobile applied a credit of $5.42 for the Alcatel One Touch Pop 7 device for the same billing statement date. On August 31, 2016, T-Mobile applied additional credits of $5.84 and $5.42 for the billing cycle charges from August 3, 2016, through September 2, 2016. It is T-Mobile’s position that Ms. [redacted] is receiving the promotional credits as specified in her EIP agreement and respectfully declines Ms. [redacted]’s request for a credit to her September 3, 2016, billing statement. Please note that by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program. 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 August 23, 2016. Upon speaking with Ms. [redacted], she has indicated that she has continued to experience concerns with her handset. Unfortunately, Ms. [redacted] has refused any troubleshooting steps in order to determine the cause of her handset issues. Therefore, T-Mobile is unable to determine the root cause of Ms. [redacted]’s handset issues and determine if an additional exchange of Ms. [redacted]’s handset is warranted. Should Ms. [redacted] wish to complete the troubleshooting process, she may contact me at the number listed below. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response