T-Mobile Usa Inc

February 12, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Pre-Paid NoXXX-XXX-***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence February 7, 2018, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction.T-Mobile regrets that we reviewed the previous account that Mr***’s mobile number was associated to and that we did not locate his pre-paid previously. Upon further investigation, T-Mobile located Mr***’s pre-paid account. T-Mobile records do not indicate that the credit card for AutoPay was updated on Mr***’s account before the $payment from January 27, was processed. Please be advised that T-Mobile pre-paid payments are not processed by T-Mobile, the payments are processed by VESTA, and customers with disputed payments will need to contact the refill center at 877-720-5195.T-Mobile spoke with Mr*** on February 9, and he stated that the card that was used for the dispute payment has been cancelled. As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile offered to send a $pre-paid card to Mr*** for the amount of the disputed payment. Mr*** should receive the refund card within ten business days. T-Mobile regrets any inconvenience and we appreciated Mr***’s business. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MOBILE USA, INC.Ally Y***Executive Response

July 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 18, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms*** encountered regarding the billing on the accountThe T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performance Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account. T-Mobile records confirm that on July 9, 2017, T-Mobile assessed the non-return fee to Ms***’s account, however that same day T-Mobile receive confirmation that the device was returned to us and the fee was removed in full. The credit reduced the account balance to a $balance. As a gesture of good faith on July 19, 2017, T-Mobile issued a credit in the amount of $0.12, which reduced the account balance to a zero balance. T-Mobile regrets any inconvenience Ms*** encountered 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-ext*** Very truly yours, T-MOBILE USA, INC Abigail ***-R*** Executive Response

December 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence
dated December 4, 2015, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulT-Mobile regrets any inconvenience to Mr*** regarding his experienceUnfortunately, T-Mobile was unable to locate T-Mobile account for Mr***T-Mobile also searched using Mr***’s name, address, and zip code but was still unsuccessfulWe ask that Mr*** please provide T-Mobile with a valid T-Mobile account number (which is digits), primary mobile number or the Tax ID number for the business account holder so that an account may be located and researchedHe may provide this information to my attention at the address below or via facsimile at ***Upon receipt of this information, T-Mobile will be able to more fully investigate and provide a complete response to the concerns presentedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCJosiah M*** Executive Response

May 12,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 3, 2017, regarding the above-referenced accountPlease be advised that the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the account
T-Mobile strives to provide the best handsets and service experience to our customersWe regret any concerns experienced by Ms*** regarding her T-Mobile handsetT-Mobile records confirm that on April 27, 2017, Ms*** purchased one Samsung Galaxy Shandset under mobile number ending in *** through our Equipment Installment Plan (“EIP”) programAt the time of purchase, a payment of $was remitted for the down payment and taxes on the retail price of the handset and a series of monthly installments of $were agreed uponAdditionally, on April 27, 2017, a separate EIP was initiated with the purchase of a Samsung Galaxy STImpact Shield Anti-Scratch screen protector with monthly installments of $
With regard to Ms***’ handset, based on the description of the issue with her handset and as she states that the handset has a cracked on one of its corners, the handset presents physical damage which unfortunately is not covered by the warrantyAs such, Ms*** may contact Assurant Solutions, Inc(“Assurant”) which provides her the Premium Handset Protection (PHP) with the JUMP! Bundle feature for the line ending in ***
PHP with JUMP! provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, as well as in-warranty and out-of-warranty malfunctionsUpon contacting Assurant an insurance claim may be initiated and payment for a deductible applicable to the device will need to be remitted which in Ms*** case the deductible would be $Upon payment of the deductible, the damaged handset is replacedIt is very important to note that the deductible is charged by and collected by Assurant in connection with their insurance protectionIt is not a T-Mobile fee
As a courtesy to Ms*** and in an effort to amicably resolve this matter, on May 10, 2017, T-Mobile agreed to mail Ms*** a new Samsung Galaxy Sand we agreed to credit the cost of the new handset once billed to the accountThe existing EIP for the Samsung Galaxy Shandset will be updated to reflect the new handset mailed and will continue to be valid and owedAdditionally, we agreed to close and credit the remaining EIP balance for the Samsung Galaxy STImpact Shield Anti-Scratch screen protector onlyIn exchange, Ms*** is asked to return the physically damaged Samsung Galaxy Shandset with IMEI number *** to T-Mobile without any other physical or liquid damage within days from the date of this letter to the following address:
Executive Response Team
Attention: *** ***
*** *** *** **
*** ** ***
T-Mobile recommends that Ms*** use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipmentIn addition, we request that Ms*** includes the battery, charger and the T-Mobile account information with the equipment to ensure proper receiptT-Mobile respectfully declines any further compensation regarding this matterAs such, should Ms*** wish to obtain new accessories of her liking, including and not limited to a new screen protector, she may do so at full cost or under our EIP offering
It is important to mention that going forward should the handset require an exchange not covered under warranty, Ms*** may contact Assurant directly at 1-866-866-or online at www.myphpinfo.com to complete an insurance claim
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Aika A***
Executive Response

July 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** ***
*** Your File No*** Family Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 29, 2017, regarding the above-referenced account numberT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile Family Mobile regrets any inconvenience to Ms*** regarding her mobile numbers. Please be advised that the Family Mobile brand and service were recently transferred from Family Mobile by TracFone. As part of that, TracFone assumed responsibility and control over operation of the Family Mobile service. The migration of Ms***’s Family Mobile service to TracFone took place on May 5, 2017, and TracFone, who should have been in contact with the affected customers, assumed full control over the Family Mobile accounts and platform, including customer service support and billing operations. The Family Mobile and brand is now wholly owned by TracFone and operates independently from Family Mobile. Please be advised that Family Mobile no longer has access to Family Mobile accounts or customer records. As such, we ask that MsMs*** reach out to TracFone’s Customer Service department to address any concerns with his service. TracFone’s Customer Service department can be reached at 1-877-440-9758. Family Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.OBox 3220, Albuquerque, NM, 87190. Our Customer Service department is also available to assist you from 6am - 9pm PST at 877-760-8760. Very truly yours, T-MOBILE USA, INC Christopher R*** Executive Response

September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** T-Mobile Account Holder: *** ** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ** ***, and that she has designated *** *** as an authorized user of the account T-Mobile regrets any equipment and billing concerns Mr*** experienced when attempting to replace his damaged device. 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 any of Mr***’s recent contact with our retail location T-Mobile records confirm that the account is currently subscribed to T-Mobile’s T-Mobile ONE Unlimited rate plan for $per month that includes unlimited minutes, unlimited messaging, and unlimited 4G LTE data. Mr*** is also subscribed to the $Premium Handset Protection for the line ending in ***Mr***’s estimated monthly recurring charges and applicable taxes are expected to be around $67.84. T-Mobile records indicate that as Mr*** is also enrolled in AutoPay he is eligible for the $AutoPay bill credit bring the estimated recurring monthly fee to $ T-Mobile reviewed Mr*** account and found that on September 11, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S128GB Edge Certified Pre-Owned device for the line ending in ***, 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 installments. Accordingly, Mr*** agreed to a series of monthly installments in the amount of $17.92. Then on September 7, 2017, Mr*** qualified for and took advantage of our EIP offering with the purchase of a Samsung Jdevice for the line ending in ***, a SyDrive device with the activation of the Mobile Internet line ending in 6196, and a Samsung 128GB SD cardAccordingly, Mr*** agreed to a series of monthly installments in the amount of $15.17. Please note that with the monthly recurring charges of $and the combined EIP installments of $brought Mr*** recurring charges estimated to $Please note that T-Mobile records confirm the SyDrive was marked as returned on September 12, 2017. T-Mobile spoke Mr*** on September 15, and in an effort to amicably resolve Mr***’s concerns, has canceled the Mobile Internet line ending in In addition T-Mobile has closed the EIP plan for the Samsung Jdevice, the Samsung 128GB SD Card and the remaining balance owing for the Samsung S128GB Edge Certified Pre-Owned deviceMr*** will no longer be billed the monthly EIP charge for the equipment mentioned above and will only be billed for the monthly recurring charges for servicesFinally, T-Mobile has also applied a credit of $to bring the balance owing to $due by October 6, 2017. Mr*** agreed to mail the Samsung 128GB SD card back directly to meT-Mobile confirmed this was a satisfactory resolution to Mr***’s concernsT-Mobile regrets any inconvenience to Mr*** 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-ext*** Very truly yours, T-MOBILE USA, INC Amor M*** Executive Response

February 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** T-Mobile Account Holder: *** ** *** Your File No*** T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ** ***, and that he has designated *** *** as an authorized user of the account and that T-Mobile has successfully resolved his concern to his satisfaction
T-Mobile regrets any concern to Mr*** in regards to his participation in T-Mobile’s Un-carrier iPhone Trade Up offerPlease be advised that from September 9, 2016, through September 25, 2016, T-Mobile offered new and existing customers who traded in a qualifying handset a free iPhone ($value) after trade in credits and monthly Equipment Installment Plan (“EIP”) creditsEIP is a purchase option that T-Mobile offers customers to purchase equipment via equal monthly installments
T-Mobile records confirm that on September 9, 2016, Mr*** purchased an Apple iPhone Plus 128GB handset on T-Mobile’s EIP option paying a down payment in the amount of $and agreeing to monthly installments in the amount of $On September 15, 2016, Mr*** also purchased an Apple iPhone 32GB handset on EIP agreeing to monthly installments in the amount of $At the time each of purchase, Mr*** also initiated a trade in of an Apple iPhone and a Plus which are qualifying handsets for the iPhone Trade Up offerRegrettably, T-Mobile does not have a record of Mr*** trade in handsets being received and thus has delayed the trade in credits and monthly EIP credits to apply
However, in an effort to amicably resolve this matter, on February 14, 2017, T-Mobile credited the remaining EIP balance of $for the Apple iPhone Plus and $for the Apple iPhone to honor the iPhone Trade Up offerT-Mobile also applied a credit in the amount of $for the difference owed to complete a total offer of $credit per trade in leaving a balance due of $by February 25, T-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Oscar T*** Executive Response

June 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 6, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** has regarding the outstanding balance with T-MobileT-Mobile records confirm on June 15, 2016, Ms*** activated her account when she completed a Change of Responsibility (“COR”)Ms*** agreed to be responsible for mobile number ending in At that time, Ms*** also transferred the Equipment Installment Plans (“EIP”) associated with her mobile number ending in to her newly activated account by completing an electronic signature agreementT-Mobile confirms that Ms*** agreed to the EIP agreements for a Samsung Note 4, an Apple iPhone 6s plus GB, and an LG Tone Pro
The billing statement dated June 17, 2016, included monthly recurring charges plus applicable taxes and fees, for a balance of $The billing statement dated July 17, 2016, included a past due balance from the billing statement dated June 17, 2016, in the amount of $114.94, EIP, monthly recurring charges and applicable taxes and fees in the amount of $179.14, for a balance owed of $
The billing statement dated August 17, 2016, included a past due balance from the billing statements dated June 17, 2016, and July 17, in the amount of $294.08, EIP, and monthly reoccurring charges plus applicable taxes and fees in the amount of $184.13, for a balance owed of $The billing statement dated September 17, 2016, included the past due balance from the billing statements dated June 16, 2017, July 17, 2017, and August 17, 2017, in the amount of $478.21, credit in the amount of $69.63, EIP, and monthly recurring charges plus applicable taxes and fees in the amount of $9.44, for a balance due $
When the account was canceled on September 26, 2016, the remaining EIP balance of $was accelerated and posted to the final billing statement dated October 17, Please note 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 purchaseThe final billing statement dated October 17, 2016, included a past due balance from the above referenced billing statements in the amount of $487.65, a late payment fee $5.00, credit in the amount of $3.04, the final EIP balance in the amount of $654.95, for a balance due of $1,It is T-Mobile's position that the remaining balance is valid and owed
After unsuccessful attempts to collect on the outstanding balance, T-Mobile referred the account to Southwest Credit Systems, a third-party collection agencyMs*** may contact Southwest Credit Systems directly at 800-462-to discuss payment options
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Lauren L***
Executive Response

April 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid Number NoXXX-XXX-***To Whom It May Concern:T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2018, regarding the above-referenced prepaid number. T-Mobile regrets any handset concerns MrG*** has experienced. T-Mobile records indicate that Mr*** first used the Samsung Galaxy S handset with his mobile number ending on February 6, 2018. Provided with a new handset purchase is a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers such as Mr***, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within days of Customer Care placing the order for a replacement, the order is cancelled. T-Mobile records reflect that a post exchange was processed for Mr*** on February 15, 2018. Regretfully, a replacement was not immediately available upon T-Mobile receipt of MrO***’s non-working handset on March 7, 2018. As such, MrO***’s order remains in pending status. After speaking with Mr*** on April 12, 2018, T-Mobile sent a replacement Samsung Galaxy S handset, which he can expect at the provided shipping address within three business days. As a courtesy, T-Mobile issued a credit of $towards MrO***’s account, which is equivalent to two months of service with his selected rate plan. T-Mobile regrets any inconvenience to Mr***, 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-ext***.Very truly yours,T-MOBILE USA, INC.Ronnie A***Executive Response

November 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 14, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr*** with regards to the handset charges on his T-Mobile billAdditionally, we are sorry if when calling Customer Care or visiting our retail locations Mr*** did not receive the world class customer service that T-Mobile prides itself onOur records indicate that on October 3, 2016, Mr*** purchased a Samsung Galaxy Note handset under an Equipment Installment Plan (“EIP”)On October 13, 2016, our records indicate that Mr*** returned the above handset and as result T-Mobile closed the above remaining EIP in the amount of $Please be advised that when an EIP is closed out, the remaining balance gets billed on the next billing statementAdditionally, a credit for the close out balance was to be applied same day to wash out the chargeOur records confirm that due to an inadvertent error, T-Mobile did not apply a same day credit in the amount of $T-Mobile regrets any inconvenience to Mr***Please be advised that we cannot confirm that T-Mobile issued a billing statement in the amount of $1,to Mr*** however, our records indicate that on November 8, 2016, T-Mobile issued a billing statement with the due date of November 28, 2016, in the amount of $which included the EIP close out charges in the amount of $and monthly access charges, taxes and fees from November 8, 2016, to December 7, 2016, in the amount of $Please be advised that on November 14, 2016, T-Mobile issued a bill credit for the EIP close out charges in the amount of $updating Mr***’s newly revised balance to $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCCesar R*** Executive Response

April 10,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No.***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account
T-Mobile records show that on January 7, 2017, Mr*** activated service and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone Plus handsets, an iPhone 6S handset, two iPhone handsets and an iPhone SE handsetAt the time of activation Mr*** also signed up for AutoPay allowing T-Mobile to deduct his monthly bill automatically around the 26th of each month
T-Mobile records confirm that on January 12, 2017, Mr*** cancelled his T-Mobile account when he ported his mobile numbers to another carrierHowever, as T-Mobile had no records reflecting that Mr*** had returned the two iPhone handsets the final equipment charges accelerated and posted to the final billing statement
Please be advised that on January 26, 2017, T-Mobile deducted a payment in the mount of $from Mr***’s Visa ending in This payment consisted of monthly reoccurring charges, EIP monthly payments, mobile number change fee and applicable taxes and fees for the billing cycle of January 8, 2017, through February 7,
T-Mobile records then show that a final billing statement dated March7, 2017, posted to Mr***’s account for the amount of $1,consisting of final equipment charges for the two iPhone handsetsHowever, on April 12, 2017, T-Mobile was able to confirm the return of the aforementioned handsets and removed the equipment charges of $1,leaving Mr***’s account cancelled reflecting a zero balance
In order to amicably resolve the matter, on April 10, 2017, T-Mobile issued Mr., *** a refund in the amount of $Please be advised that the refund will be sent in the form of a pre-paid card and will arrive within seven to ten business daysT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jimmie P***
Executive Response

March 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To
Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms***, and that she has designated Mr*** as an authorized user of the account
T-Mobile regrets Mr***’s concerns regarding his account billing and restoration feeAs mentioned in our previous correspondence to your office dated December 8, 2016, under your file number *** our records indicate that Mr***’s estimated monthly recurring charges are $per month plus applicable taxes and feesPlease note that in an effort to amicably resolve Mr***’s previous concerns, on November 28, 2016, T-Mobile applied a credit of $to the account which had left a remaining balance of $equal to the above mentioned estimated monthly estimated charges before applicable taxes and fees
Accordingly, Mr***’s billing statement dated December 2, 2016, consisted of the above mentioned past due balance of $164.00, new charges totaling $for monthly access charges for the billing period of December 2, 2016, to January 1, 2016, monthly equipment charges of $54.00, and applicable taxes and fees
Including the past due balance, the total balance due was $which had a due date of December 22, However, as a courtesy, T-Mobile suspended collection activity on the account through December 31, 2016, after which time the account would resume regular collection activity which meant that any outstanding balance left unpaid may result in interruption of service or account cancellation
As a payment was not remitted to the account, the billing statement dated January 2, consisted of a past due balance of $357.90, new charges totaling $for monthly access charges for the billing period of January 2, 2017, to February 1, 2017, monthly equipment charges, late fees, and applicable taxes and feesIncluding the past due balance, the total balance due was $which had a due date of January 22,
Please be advised that on January 3, 2017, a $promotional EIP credit was applied to the account which left a remaining balance of $Regretfully, as a payment was not remitted to the account for the outstanding balance, on January 5, 2017, Mr***’s account was suspended
T-Mobile records indicate that on January 6, 2017, services were restored in full to the account when payment arrangements were made with Mr*** for the outstanding balanceAt that time, Mr*** agreed to remit a payment of $by January 10, Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelledUnfortunately, a payment was not remitted to the account as agreedTherefore, on January 12, 2017, the account was again suspended for non-payment
It is important to note that if an account is suspended and service is then later reinstating it, a $fee per line of service may be assessed to the following billing statementRecords confirm that services were again restored to Mr***’s account on January 13, when a payment of $was remitted to the accountAccordingly, the most recent billing statement dated February 1, consisted of a past due balance of $202.74, new charges totaling $for monthly access charges for the billing period of February 2, 2017, to March 1, 2017, restore from suspension fees, and applicable taxes and feesWith the past due balance, the total balance due was $which had a due date of February 22,
Please note that on February 3, 2017, a $promotional EIP credit was applied to the accountAdditionally, on February 3, 2017, a payment in the amount of $was remitted to the account which left a remaining balance of $
While it remains our position that Mr*** has been billed in accordance with his rate plan, as a courtesy, T-Mobile has applied account credits totaling $equal to the restore from suspension fees for an updated balance of $T-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Maggie R***
Executive Response

Complaint: ***
I am rejecting this response because:
The information that is stated is incorrect I'm providing pictures to support what I am stating since T-Mobile continues to treat the situation as though I am trying to gain or pursue something for nothing When in fact if they just did their job right the first time they wouldn't have to overcompensate for their errors I waited on the phone for about minutes to reach a representative after talking to one for an hour and being assured that my bill would be rectified after yet another error (surprise) it still was not! A credit was issued of $but was quickly turned over by a payment for the phone that was to be covered by my insurance which as you can see in the photo does not reflect in the bill I also sent a picture of the representative and number of her employee identification so that I can finally hold someone accountable for information I will be addressing this matter in another Revdex.com complaint T-Mobile is a bully with poor customer service and unfortunately at the moment I find myself having to deal with it I made too much of an investment to walk away
*** ***

March 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated February 16, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets any concerns Ms*** experienced in regards to her handset orderT-Mobile records confirm that on December 10, 2016, Ms*** qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of two Apple iPhone handsets with 32GB of memory, one in Rose Gold and one in BlackMs*** was required to pay a capital cost reduction of $per handset, $for the upgrade support charges at $per handset, $for shipping, as well as taxes of $14.26, for a total of $Ms*** then agreed to a series of monthly lease payments of $per handset
T-Mobile records confirm that Ms*** did not receive the handsetsTherefore, T-Mobile blocked the International Mobile Equipment Identifier (“IMEI”)Additionally, T-Mobile closed Ms***’s JUMP! On Demand lease as “order never received”, releasing Ms*** of any financial responsibility for the handsets
Due to an inadvertent error, a refund in the amount of $was not initiatedOn February 27, 2017, T-Mobile applied a credit of $to Ms***’s account which reflects a revised balance of $T-Mobile regrets any inconvenience to Ms*** and should she wish to discuss this 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

Revdex.com:
Thank you MrM*** for addressing and concerns and bringing this claim to a resolution.
Sincerely, *** ***

August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 11, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** has experienced regarding our Carrier Freedom offerAs indicated in Mr*** correspondence to your office, T-Mobile will now reimburse consumers’ remaining Equipment Installment Plan (EIP) balances of up to $per device tradat the time of activationPlease be advised that per the Terms and Conditions of T-Mobile’s Carrier Freedom initiative, payments provided by T-Mobile are received in two separate payouts by the customerThe first payout is the travalue for the handset based on the market value of the deviceT-Mobile records indicate that Mr*** agreed to a travalue of $for his Apple iPhone 64GB handset and $for his LG GhandsetT-Mobile records confirm that Mr*** May 29, activation transaction total was $371.76, which included equipment taxes, a $down payment and accessory purchasesAfter the application of the total travalue of $to the transaction, the remaining travalue of $was applied as an account creditPlease note that the second payout is calculated by subtracting the tracredit already provided to the customer from the total remaining EIP balance owed on the handsetIn order to qualify for the reimbursement portion of the payout for the accelerated EIP balances, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation Mr*** handsets had a total equipment payoff of $788.94, as confirmed with his previous service provider’s final billing statementDue to an inadvertent system error, Mr*** device reimbursement submission was deniedIn an effort to resolve this matter, T-Mobile applied an account credit of $327.94, in lieu of a prepaid refund card, for the device payoff balance dueMr*** account remains active with a credit balance of $T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at*** *** *** Very truly yours, T-MOBILE USA, INCPancho QExecutive Response

March 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid NoXXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated March 4, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced regarding payment for her prepaid servicePlease note that in an effort to protect customers from fraudulent payments, T-Mobile’s prepaid payment processing partner Vesta may require additional verification when a payment is processedThe information requested is based on the method used for payment, and is related to the account utilized for paymentPlease note that this verification is requested at random, and cannot be bypassedOur records confirm that on March 1, 2016, Ms*** was sent an automated text message to advise her of the upcoming refill date on March 2, If a refill was not received by the end of day on March 2, 2016, Ms*** service would become unpaid, and would not be available until a refill was receivedT-Mobile records confirm that a payment was not remitted, and as such, on March 3, 2016, Ms*** prepaid account was placed in an unpaid statusWhen Ms*** contacted Customer Care to remit a payment, she was required to verify additional information regarding her payment method; our records confirm that Ms*** declined to complete this verificationAs an alternative, Ms*** could purchase a prepaid refill cardHowever, in an effort to amicably resolve Ms*** concerns, on March 3, 2016, T-Mobile issued a credit to her account in the amount of $T-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

Complaint: ***I am rejecting this response because: this is lies - for a company that is my CELL phone provider you would think they would call my cellThey called my house one time on Friday June 3rd in the afternoonA message was left by a Brian at 877-290-ext *** and I bet he did not tell you that I have left him messages on Friday the 3rd, Monday the 6th and this morningI even asked him please call me back on my cell which they are the carrier of and I left the number of ***Shocking again T-Mobile and their lies and lack of customer care is coming throughSo please give me dates, times that you consider to be "Several" times??!! All I asked for is that someone please take a moment to listen to me instead you take a moment to lie - way to go. Sincerely,*** ***

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** Family Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated February 24, 2016, regarding the above-referenced accountT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customerNevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family MobileWhile we do regret any ongoing concerns that Mr*** has with his account, Family Mobile’s position remains unchanged regarding Mr***’s Extras Pack refund requestExtras Pack purchases are non-refundablePlease note that the Extras Pack is shared by all lines on Mr***’s account and can be used by any of the lines on the above-referenced accountIt should be noted that Family Mobile does not have the ability to view usage through the Extras Pack, although it should be noted if Mr*** receives any text messages or picture messages in which our network recognizes as being international, he will be charged as such and no compensation will be provided for such chargesHowever as a one-time courtesy, Family Mobile has applied a credit of $toward his Extras Pack with the understanding that we will not be providing any further compensation relating to the Extras Pack chargesBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionIf you have any further questions please feel free to contact Family Mobile directly at: Family Mobile Customer Relations, P.OBox ***, Albuquerque, NM, Family Mobile Customer Service department is also available to assist from 6am - 9pm PST at 877-760-Very truly yours, T-MOBILE USA, INCMercedes B*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***