T-Mobile Usa Inc

May 10, 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 April 28, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr*** concerns to his satisfactionWe apologize for the inconvenience that Mr*** experienced with the billing on his accountAccording to our records, as of August 5, 2015, Mr*** activated a second line of service with mobile number ending ***With Mr***’s activation he agreed to a lease for a Samsung Galaxy SEdge gigabyte (“GB”) of memory for a total of $plus tax with our JUMP! On Demand programJUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeAccording to our records, Mr*** was not required to remit a down payment and the balance of $was to be leased over a period of months at a rate of $per month with $as a purchase price option available at the end of the monthsOur records further confirm that as of March 5, 2016, Mr*** completed a Change of Responsibility (“COR”)A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the mobile number(s)Upon requesting a COR, Mr*** was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedUnfortunately, JUMP! On Demand leases are not available to be transferred between accounts during a COR and ultimately continued to be bill on Mr***’s accountWe do regret the inconvenience this caused Mr***Nonetheless, as courtesy to Mr*** and although it is outside our 14-day return period, in an effort to amicably resolve Mr*** concerns, T-Mobile has agreed to allow Mr*** the opportunity to return the Samsung Galaxy SEdge purchased on JUMP! On Demand in like-new condition free from physical or liquid damageUpon receipt of the returned device, T-Mobile will credit any remaining balances associated with the equipmentMr*** may return his device directly to my attention within days of the date of this letter to the following address: Executive Response Attention: *** *** *** *** *** ** *** ** *** T-Mobile recommends that Mr*** return the devices via a traceable carrier and request a tracking number when shipping themIn addition, we request Mr*** includes his T-Mobile account information with the return of his devices to ensure proper creditPlease note that on May 4, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfactionBased 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, INCChristina S*** Executive Response

Complaint: ***
There's one more problem they took our old phones and said they were paying them off and my understanding from *** they haven't heard from T-Mobile I don't have the phones and don't know what to. They won't reimburse for the phones then shouldn't I get the phones back I am very upset that you closed this account when I replied twice in the same day I received the last email. I tried calling Allyson twice to which no prevail of a return phone call from her. I have the *** bill to which I received today and will be mailing it to Allyson in the next day or two. I have a new phone number which is *** if you wish to give to her and she can call me. I plan on resolving this by getting my phones paid that they took from me. Thanks *** ***

January 30, 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 January 20, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experiencedT-Mobile records indicate that on November 25, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdge on his mobile number ending in ***Accordingly, Mr*** was asked to remit a down payment in the amount of $and agree to a series of 24-monthly installments in the amount of $Mr*** is referring to our Samsung & LG Black Friday offer where customers from November 24, 2016, through November 27, 2016, who have T-Mobile one or a qualifying Simple Choice Unlimited with unlimited data traa qualifying fully owned Apple, Samsung, or LG phone from any carrier could get the Samsung Galaxy S7, Samsung Galaxy SEdge, or LG Vfor freeOur records further indicate that Mr*** is subscribed to a qualifying rate plan and he did traa Samsung Galaxy Sat our T-Mobile retail storeIt is important to note that Mr*** chose a Samsung Galaxy SEdge and because of his traof a Samsung Galaxy S5, he was eligible for a Samsung Galaxy SEdge for $Regretfully, when Mr***’s handset order was placed, his trawas not applied to the original order and therefore has not received his monthly promotional EIP creditsHowever, in an effort to amicably resolve this matter, on January 26, 2017, T-Mobile applied a courtesy credit of $to Mr***’s account for his trade-inIn addition, T-Mobile closed Mr***’s remaining EIP balance on his Samsung Galaxy SEdge in the amount of $and he will no longer have monthly EIP chargesAs of January 26, 2017, Mr***’s account balance reflects a credit balance of $T-Mobile regrets any inconvenience to Mr*** regarding this matterBased 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, INCLigia M*** Executive Response

January 18, 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 January 14, 2016, 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 accountT-Mobile is happy to report we have resolved this matter to Ms*** satisfactionT-Mobile sincerely regrets any inconvenience Ms*** has experienced with her equipmentT-Mobile records indicate that on January 5, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Core PrimeEIP 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 installmentsAccordingly, Ms*** was not required to make a down payment but did agree to monthly installments of $As Ms*** purchased her equipment on January 5, 2016, she would normally qualify to return her equipment within the day return periodHowever, due to her device having water damage and Ms*** filing an insurance claim with Assurant on January 12, 2016, she was unable to return her equipmentBy purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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 damageT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on January 15, In an effort to amicably resolve this matter for Ms*** on January 15, 2016, T-Mobile agreed to exchange her Samsung Galaxy Prime for a Samsung Galaxy SWe ask that Ms*** return her device to my attention in like-new conditionThe handset can be mailed to me at the following address: T-Mobile USA, IncAttn: Zachary S*** c/o Executive Response *** *** ***Albuquerque , NM T-Mobile recommends request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms*** please include the handset, battery, charger, and her account information within the box to ensure proper credit is appliedIf the handset has sustained either physical or liquid damage that would void the Limited Warranty the handset will be returned to Ms*** and she will be charged full retail price for the Samsung Galaxy ShandsetIt is important to note Ms*** must have the equipment post marked for return no later than February 15, 2016, in order to take advantage of this offerUpon speaking with Ms***, she accepted this as full resolution to her concernsBased 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, INCZachary S*** 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, *** ** *

February 22,
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 9, 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 accountWe are pleased to report that upon speaking with Mr***, he confirmed that T-Mobile had resolved this matter to his satisfaction
T-Mobile regrets Mr*** concerns regarding the status of the “iPhone Trade-up” offer and insurance claimT-Mobile records confirm that on September 19, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone Plus handset
It is important to note that at the time of purchase, T-Mobile was offering the “iPhone Trade-Up” offer for new and existing postpaid customers who tratheir fully paid off iPhone or abovePlease note that customers were required to sign up for T-Mobile ONE rate planCustomers that purchase a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone
Those that traan iPhone 6, Plus, 6S, or 6S Plus will receive the phone at no cost after a tracredit and monthly EIP bill credits for a total value of $Should customers choose the Plus size model there is a cost increase of $
Regretfully, as of the date of this letter, T-Mobile has no record of receiving Mr***’s Apple iPhone handsetWhile it remains T-Mobile’s position that Mr***’s tradevice has not been received to T-Mobile, as courtesy and in an effort to amicably resolve this matter, T-Mobile has applied a $credit to the Apple iPhone Plus EIP balance equal to the full value of the iPhone Traoffer
Please note that on January 16, 2017, the mobile number ending in was placed on a seasonal suspension as the end user was overseas and did not wish to incur international roaming chargesFurther review of the account indicates that on February 4, 2017, Mr*** processed an insurance claim for the mobile number ending in Regretfully, Assurant, the insurance provider for the line ending in 9547, declined Mr***’s claimIt is important to note that Assurant and T-Mobile are separate companies, each with separate policiesT-Mobile would like the opportunity to further assist with this matter; however, as of the date of this letter, Mr*** has decided to cancel the line of service
Pursuant to a conversation with Mr***, he confirmed that T-Mobile had resolved these concerns to his satisfactionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Alberto V***
Executive Response

Complaint: ***
I am rejecting this response because: I have not spoken to Mr P*** to address my issuesI too have called him back more times that he has reached out to me and we seem to be contacted on late hours and he does not contact us during times requested by emails.
Sincerely,
*** ***

April 25,
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 April 13, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact *** ***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address *** ***’s concerns within this letter
T-Mobile regrets any concerns *** *** has experienced regarding the Mobile Internet (“MI”) line of serviceT-Mobile records confirm that, on June 29, 2014, the MI line ending in *** was activatedBased on T-Mobile’s review of the usage for the MI line ending in *** we confirmed that it was last used during the February billing periodPlease note that, as T-Mobile was not provided instruction to cancel the MI line ending in 9291, that it has remained active and continued to accrue monthly service charges accordinglyIt is T-Mobile’s position that the charges are valid and owed
However, in an effort to amicably resolve the matter T-Mobile is offering to apply an account credit in the amount of $for the charges associated with the MI line ending in *** for the past billing periodsAdditionally, T-Mobile will assist with the cancellation of the MI line ending in If *** *** would like to take advantage of this offer I may be contact at the number provided below within 30-days from the date of this letterT-Mobile regrets any inconvenience to *** ***
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
Brandon M***
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is beyond satisfactory to meThe T-Mobile Rep was extremly helpful and kindI will continue to be a T-mobile customer and give them a out of customer service mark!Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution to reverse the un-concented credit check and to refund the payment in full is satisfactory to me
I do not agree with the remaining filler terms and descriptions used, but will agree to terminate this complaint upon full satisfaction of the credit check reversal and full refund
Sincerely, *** ***

November 3,
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 October 24, 2016, regarding the above-referenced account number.
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***’s recent contact with our retail location
T-Mobile records reflect that Mr*** purchased a Samsung Jhandset on June 7, 2016. By purchasing T-Mobile equipment, Mr*** a one-year Limited Warranty provided by the manufacturer of his/her device. Upon review of Mr***’s account this warranty has been extended as he subscribes to the optional Premium Handset Protection (“PHP”)/JUMP! featureDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
T-Mobile records confirm that the Samsung Jhandset was placed on backorder at the time Mr*** requested a replacement
In order to amicably resolve Mr***’s concerns we have agreed to send him a new Samsung Jhandset and Mr*** will be required to return her handset to our Executive Office to complete the exchange within days
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christopher R***
Executive Response

June 15,
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 June 4, 2017, regarding the above-referenced account
T-Mobile regrets any ongoing billing concerns Ms*** may haveAs detailed in our letter to your office dated April 4, 2017, Ms*** started service with four lines, and selected our T-Mobile ONE promotional rate plan on March 5, 2017, for $for two lines of service, and $per additional line of servicePlease note that as Ms*** enrolled in our free-of-charge AutoPay feature, her account was eligible for a $discount per line, per monthFurther, Ms*** attempted to take advantage of our This One’s On Us! promotion where she could receive one of the lines at no cost after monthly promotional creditsProvided Ms***’ account maintains an eligible rate plan, she will continue to receive the monthly promotional credits
In addition, from March 3, 2017, through March 9, 2017, T-Mobile was offering QApple Trade in offer where customers that purchased an Apple iPhone handset, tradqualifying fully-owned handset, and selected our T-Mobile ONE rate plan could be eligible to receive the iPhone at a reduced cost after promotional rebateIt is important to note that this offer could not be combined with our Carrier Freedom offer, which offers consumers a reimbursement for their previous carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devicesAs Ms*** did not make a qualifying purchase during the offer period, her account was ineligible for the iPhone handset offerAlso as detailed in our previous letter to your office, T-Mobile offered to honor our QApple Trade in offer for two new handsets with the traof a two qualifying handsetsAdditionally, as a one-time policy exception, T-Mobile offered to honor the Carrier Freedom offer for one of the iPhone handset purchases, with the trade-in
On April 3, 2017, T-Mobile records confirm Ms*** purchased the following handsets using our Equipment Installment Plan (“EIP”) offering with associated trade-ins;
• An Apple iPhone SE GB for mobile number ending with $down, and monthly installments of $18.00, and the trade in of an Apple iPhone for $127.00,
• An Apple iPhone Plus GB for mobile number ending with $down, and monthly installments of $30.00, with the traof a Samsung Galaxy S Edge handset for $
• An Apple iPhone Plus GB for mobile number ending with $down, and $per month
• An Apple iPhone Plus GB for mobile number ending with $down, and $per month
Please note that Ms*** applied the tracredits totaling $toward the out-of-pocket costs associated with her purchases
As agreed upon, on April 8, 2017, T-Mobile issued a credit of $toward the remaining EIP associated with the iPhone Plus for mobile number ending Additionally, T-Mobile issued a credit of $toward the remaining EIP associated with the iPhone Plus handset for mobile number Please note that the above referenced amounts were accelerated, and billed to the account, however the associated credits were issued to absorb the chargesDue to an inadvertent error, the credit of $was not appliedAccordingly, on May 6, 2017, Ms*** was sent a billing statement in the amount of $which consisted of monthly recurring charges for services from $135.00, the This One’s On Us! credit, as well as the accelerated charges of the iPhone Plus of $
In an effort to resolve Ms***’ concerns, T-Mobile issued a credit of $on June 2, 2017, reducing the balance to $
Following a payment of $267.96, On June 6, 2017, Ms*** was sent a billing statement in the amount of $for monthly recurring charges for services from June 7, 2017, through July 6, Please note that Ms*** was billed $for minutes of international calls to Colombia at a rate of $per minuteAs of the date of this letter, Ms***’ account reflects a balance of $and she has been issued a total of $1,towards the QApple Trade in offer, in addition to the tracredits of $As such, T-Mobile respectfully declines Ms***’ request for additional compensation with regard to this matterT-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns
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
Ronnie A***
Executive Response

June 8, 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 May 31, 2016, regarding Mr*** letter to your officePlease be advised that we have made several attempts to contact Mr***; however our attempts remain unsuccessfulAs such, T-Mobile will make every effort to address Mr*** concerns within this letterT-Mobile regrets any inconvenience Mr*** may have experienced in receiving any T-Mobile marketing communications via mail or otherwisePlease be advised, Mr*** may fill out an “opt-out” form by visiting www.tmobile.com and selecting “Privacy & Security Resources” at the bottom of the page, then selecting “Your Privacy Choices,” then “opt-out form.” Once the form has been completed and submitted online we ask that Mr*** please allow up to ten business days for us to fulfill his requestBased 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, INCDaniel R*** Executive Response

Revdex.com:
Complaint resolved and satisfied.Sincerely, *** **

Complaint: ***
I am rejecting this response because:
If if TMobile had bothered to continue trying to get in touch with me via the phone they would have gotten the facts correctI do agree that the phone that I purchased directly from T-Mobile dead get damagedHowever that is not what we are claiming at this time and JunctionWe did file claim with *** and did receive a replacementHowever that is the device that was overheating and ultimately was damagedWe have been in contact with said insurance provider and still getting the runaroundWe believe that it is T-Mobile's responsibility to assist us in getting this issue resolvedAsk TMobile is saying is the insurance providers responsibility and vice a versaAs a one-time courtesy the insurance company did agree to send out a replacement and I should have it by the 22nd of December However it is now the 26th and I still do not have the replacement . ask customer's of TMobile we feel that T-Mobile needs to replace the device and then have the insurance company reimbursed TMobile for the inconvenience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you so much for your help in this matter I had many communications with TMobile and only after involving the Revdex.com did the company want to resolve my issueDiana J***, Srexecutive of customer service called and emailed me to help resolve this issue I have a new note in my possession and have returned the loaner phone for full refund without incurring the insurance deductible
Sincerely, *** ***

June 3,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Name: *** *** ***
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 25, 2017, regarding the above-referenced accountPlease note that the account holder of record is *** *** *** and Mr*** *** is listed as an authorized user on the account
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr*** may have encounteredT-Mobile appreciates the feedback Mr*** has provided as it allows us to take the necessary steps to improve future customer experiences
The above account was activated on November 20, and subscribed to the T-Mobile ONE @Work rate plan for $per month on the first two lines and $per month for each additional lineT-Mobile records confirm that four voice lines were added to the account, however it has been confirmed that two of these lines were transferred from active accounts to this new account and one line was converted from a T-Mobile prepaid accountTherefore, of these four lines, only one was a new activation
From November 18, through November 22, 2016, eligible customers who activate two voice lines on T-Mobile ONE or a qualifying Simple Choice rate plan were able to get up to two additional lines for freeAs can be expected, there are several eligibility requirements some of which were met and others were notFor new accounts, a total of four new lines, which must include at least two voice lines, must be activated in order to qualify for this offerBecause this new account did not have four new lines at activation, it did not qualify for the offerT-Mobile regrets any confusion Mr*** may have encountered
Please note that this account was canceled on March 30, While it is T-Mobile’s position the account was accurately billed, in an effort to provide a truly un-carrier experience, we volunteered to waive the remaining balance owed on the final billing statementOn May 27, 2017, a credit of $was applied to the account which remains canceled with a zero balanceA revised final billing statement will be issued after June 20, and sent to the address on the account
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
Liana G***
Executive Response

July 19,
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 July 6, 2017, regarding the above-referenced accountPlease be advised that we have made 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*** has experienced regarding her visits at the retail store and with her equipmentPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location
T-Mobile records reflect that Ms*** purchased an Apple iPhone 6S 64GB on April 20, 2016, on mobile number ending in By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account, this warranty has been extended as she subscribes to the optional Premium Handset Protection feature, providing an extended warranty for the device with her subscription so long as the device does not have physical or liquid damageMs*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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
Pursuant to T-Mobile’s Handset Exchange Program, customers are not able to take the replacement device without leaving the non-working device in the storeThe sales associate at the store will provide personal assistance for setting up a customer’s device and transferring data from their old deviceThis is done to ensure no surprise fees since the device condition checks are performed in-store, and avoids worries about mailing back their non-working deviceT-Mobile records confirm that Ms*** completed the handset exchange on July 9, 2017, at the T-Mobile retail store
In an effort to amicably resolve the matter, and as a courtesy to Ms***, on July 19, 2017, T-Mobile applied a one-time credit in the amount of $150.00, which represents the amount requestedMs***’s account remains active with a credit balance of $T-Mobile regrets any inconvenience to Ms***, and we appreciate her business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Adrianne F* Executive Response

October 6,
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 September 29, 2015, regarding the above-referenced accountPlease be advised that Mr*** has confirmed that his issue has been resolved to his satisfaction
T-Mobile regrets any concerns Mr*** experienced regarding the Change of Responsibility (COR) completed on mobile number ending in *** on September 25, T-Mobile was able to confirm that the COR completed on mobile number ending *** was not authorized by Mr***; therefore, on October 5, 2015, T-Mobile moved the mobile number, along with the remaining Equipment Installment Plan balance, back to the above account
Please be advised that T-Mobile records show that the person who contacted T-Mobile to request the COR for mobile number ending in *** identified herself as *** *** who was then listed as an authorized user on the above account and was able to fully verify the account informationIt is therefore, T-Mobile’s position that Mr*** gave *** *** access to his accountFurthermore, this appears to be a domestic issue to be resolved between *** ***
Per Mr***’s request, *** ***i has been removed as an authorized user on the above account and T-Mobile has placed special verification instructions in the above account to avoid unauthorized changesT-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
Cindy M*** Executive Response

August 25,
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 August 18, 2015, regarding the above-referenced account. T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter
We regret any coverage issues Ms*** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and other conditions that may interfere with actual service, quality, and availability.
T-Mobile records indicate that on April 14, 2014, June 19, 2014, October 1, and December 14, 2014, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Alcatel One Touch Evolve handsets, two Apple iPhone 5S handsets, and an Apple iPhone handsetIt is important to note that Ms*** currently has a remaining EIP balance of $1,
Please note that 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 purchaseIt is T-Mobile's position that the remaining EIP balance is valid and owed
However, in an effort to resolve this matter, if the devices are returned to my attention in like-new condition, T-Mobile agrees to credit the remaining EIP balance in full in the amount of $1,The devices can be mailed to my attention at the following address:
T-Mobile USA, Inc
Attn: Tiffany C***
c/o Executive Response
P.OBox ***
Albuquerque, NM
As T-Mobile is not responsible for the return of Ms***’s equipment, we recommend that she make use of a shipping service which will provide her with a tracking number when returning her equipmentWe ask that Ms*** please include the devices, batteries, chargers, and her account information within the box to ensure proper creditPlease be advised if the full kit is not returned such as the charger a $20.00-$restocking fee will be deducted from the credit offered above If the devices have sustained either physical or liquid damage which would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms*** and the EIP balance will then be considered valid Ms*** must have the equipment postmarked for return no later than days from the date of this letterShould Ms*** fail to meet this date the offer shall be considered void and charges will be considered validWe regret 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. Should you have any further questions, please feel free to contact me at *** *** ***
Very truly yours,
T-MOBILE USA, INC
Tiffany C***
Executive Response