T-Mobile Usa Inc

January 4, 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 December 24, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfactionT-Mobile regrets any concerns that Ms*** has experienced regarding her final billing statementOur records confirm that Ms***’s final account balance was in the amount of $This balance represented her final service charges through cancellation, in the amount of $143.79, an out-of-warranty fee for the return of a damaged handset in the amount of $244.74, and a non-return fee for a Signal Booster, in the amount of $T-Mobile records reflect that Ms*** purchased an Apple iPhone handset on August 10, By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her device, which can be extended with a subscription to our Premium Handset Protection (“PHP”) feature, as was the case with Ms***’s warrantyDuring 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 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 damageIf 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 accountWith regard to Ms***’s handset, upon receipt, we examined it and it was found to have sustained both physical and liquid damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms*** at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedWith regard to Ms***’s Signal Booster, our records indicate that on May 8, 2013, T-Mobile shipped a Signal Booster to Ms*** pursuant to her request, due to ongoing signal concerns in our homeThe 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 homePlease note that the Signal Boosters are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the accountOur records indicate that the Signal Booster was delivered to Ms*** on May 18, Upon speaking with Ms***, she advised that she was not in receipt of the Signal Booster device, and had thought that the order was cancelledPlease note that T-Mobile has no records to indicate that the order was cancelled, in-fact our records indicate that shipment and delivery of the Signal Booster to Ms*** was successfulIn addition, Ms*** advised that she believed that any damage to the device must have occurred during transitPlease note that pursuant to T-Mobile policy, Ms*** would need to discuss her shipment delivery and handling concerns directly with UPS, as we are not responsible for the return or equipment to T-Mobile and both the non-return fee and out-of-warranty fee were validly assessedNonetheless, as a gesture of goodwill to our longtime customer Ms***, T-Mobile has issued credit to the account for both fees, in the amount of $645.42, bringing the account to a revised balance of $143.79, which remains valid and owed and is due by January 13, Ms*** accepted this credit as resolution in full 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, INCKayla J*** Executive Response

Complaint: ***
I will be satisfied when the rebate is received and the card can be used by my daughter. Until then I would like this complaint to remain open. A number of Ms J*** statements were in error however the important thing is receiving the rebate amount. I would only suggest sales staff do a much better job of explaining so many of the conditions during the time a sale is made.
Sincerely,
*** ***

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
Sincerely,
*** ***

May 9, 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 26, 2016, 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 letterWe regret any concerns Ms*** has experienced regarding payment arrangements on her accountOur records confirm that on April 6, 2016, Ms*** contacted Customer Care and pursuant to her request, a payment arrangement was set up wherein she scheduled a future dated payment to be made on April 8, 2016, in the amount of $47.10, and a future dated payment to be made on April 15, 2016, in the amount of $Please note that payment arrangements which are set up with scheduled dates cannot be changed or deletedIt is important to note that we have no record to substantiate Ms***’s claim that she was offered payment arrangement modificationsAs such, it is T-Mobile’s position that the payment was withdrawn in accordance to the payment arrangements accepted on April 6, Nevertheless, in an effort to amicably resolve the matter, on May 6, 2016, T-Mobile applied a courtesy credit in the amount of $towards Ms***’s accountMs***’s account remains active with a balance of $which is due on May 22, T-Mobile regrets any inconvenience to Ms***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, INCBrandon M*** Executive Response

April 12,
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 5, 2017, regarding the above-referenced account
T-Mobile regrets Ms*** was not satisfied with our previous response to your officePlease be advised T-Mobile reviewed this matter further and confirms the account was not created as a result of a T-Mobile error
As outlined in our previous correspondence to your office, our Fraud Management determined the account was not activated using Ms***’s social security number and no equipment was purchased at the time of activationOur Fraud Management team reviewed this matter on January 31, and February 28,
Upon speaking with Ms*** on April 12, 2017, we confirmed T-Mobile notified the collection agency we are no longer trying to collect on the accountDue to an administrative error, T-Mobile did not send Ms*** the written correspondence advising of this notification as requestedThe written correspondence has been sent on April 12, to the address on file and will be received within seven to ten business daysT-Mobile regrets any inconvenience to Ms*** on this matter
T-Mobile asked that Ms*** provide her correct social security number so we can confirm accuracy of the cancelled accountRegrettably, Ms*** declined this requestWhen speaking with Ms*** on April 12, 2017, she asked that T-Mobile provide the social security number on the accountPlease be advised under federal law, Ms***, as a customer, has a right, and we have a duty, to protect the confidentiality of Personal Identifiable Information or “PII”Consistent with this duty, T-Mobile protects PII information associated with customers' accounts including bank information, birth dates, Driver License numbers, and Social Security numbers, and we only disclose it as required or to comply with applicable laws and regulations
T-Mobile again regrets the delay on the cancellation of this account and removal of chargesT-Mobile confirmed that our offer of a credit in the amount of $on Ms***’s active account as compensation for this matter is available and we ask that she contact me at the number below within days should she wish to accept this offerAgain, T-Mobile respectfully declines Ms***’s request for further compensation on this matter and we regret any inconvenience to Ms***
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
Jennifer G***
Executive Response

June 26,
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 11, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experiencedT-Mobile records confirm that on October 20, 2015, Mr*** leased a Samsung Galaxy Note 32GB device utilizing our JUMP! On Demand (“JOD”) program for mobile number ending in *** on his above referenced accountMr*** then agreed to pay 18-monthly lease payments of $including tax, as well as, a final Purchase Option Price (“POP”) should he elect to keep the handsetShould Mr*** wish to keep the handset, the POP is assessed on the billing statement following the completion of the monthly lease payments or the POP can be split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”) option
A review of Mr***’s account confirms that on May 19, 2017, the POP was injected on the bill in the amount of $plus the remaining applicable taxesOn April 22, 2017, Mr*** attempted to pay off the remaining balance on the Samsung Galaxy Note device to lower his monthly billing statementDue to an administrative error, Mr*** was not advised of the POP, and was under the assumption that the device was paid off in full
Unfortunately, Mr*** was billed for the POP on May 19, 2017, causing the bill to be larger than expectedNevertheless, in an effort to resolve Mr***’s concerns, on June 20, 2017, T-Mobile advised that the POP charges were credited in the total amount of $leaving a credit balance on the account of $that will be applied to his next month’s billing statement
Please 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 contact with our customer careT-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
Andrew S*** Executive Response

February 17, 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 February 7, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr*** and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr*** encountered with his equipment replacementT-Mobile records reflect that Mr*** purchased an LG Ghandset on May 27, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement 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 Mr*** participated in the Limited Warranty Exchange process on February 2, Unfortunately, at the time of the order, the LG Gwas on backorderAs such, Mr*** did not receive his replacement until February 9, Further records confirm that on February 5, 2016, we applied credits totaling $to Mr***’s account for the $Service Warranty Processing fee which was to be billed to his February 8, 2016, billing statement, and to reduce his monthly costs by $In an effort to resolve this matter, we have applied an additional $credit to Mr***’s account to provide him with a free month of serviceThis has reduced Mr***’s outstanding balance to zeroMr*** may verify his balance by dialing #225# or by visiting www.T-Mobile.comAs a further courtesy, pursuant to Mr***’s request, we have added the $JUMP! Bundle feature to his numbers ending in and 8075, so that he can participate in our JUMP programThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodMr*** may contact Customer Care at 800-937-for prices on our current selection of equipment and to process a JUMP upgrade once he is eligibleBased 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, INCBrian W*** Executive Response

December 1, 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 25, 2015, regarding the above-referenced accountWe regret that Mr*** did not find our previous response sufficient to resolve the concerns presented in his initial correspondence to your agencyAlthough we understand the frustration a higher than usual bill can bring, it is important that all charges be timely paid, even those in disputeThen, when the dispute is resolved, any warranted credit is applied to the account balance at that timeHowever, pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateAdditionally it is important to note that, as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedHowever, in a continued effort to amicably resolve Mr***’s concerns, T-Mobile has applied a courtesy credit in the amount of $for the restore from suspension fees, applicable taxes, and late fees from the billing statements dated September 2, 2015, and November 2, Please be advised that the billing statement dated October 2, 2015, did not reflect restore from suspension fees or late feesPlease note that this credit is balance impacting however is not reflected until the upcoming billing statementMr***’s account remains active with an outstanding balance of $As an additional courtesy to Mr***, T-Mobile has placed a 15-day collection hold on Mr***’s account to allow Mr*** time to bring his account to a zero balance and to prevent service interruptionPlease note that this collection hold will expire on December 14, 2015, at which time regular collection activity will resume regarding any remaining outstanding balance and Mr***’s account may be subject to service interruption and restore from suspension feesT-Mobile recommends that Mr*** contact Customer Care at 1-800-937-to make payment arrangements in order to avoid service interruptionPlease note that Mr*** may contact me directly at the number listed below if he wishes to further discuss the matterT-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 877-290-ext*** Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

July 11,
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 July 6, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is ** *** *** LLC, and that they have designated *** *** as an authorized user of the accountPlease note that we have made attempt to contact Mr*** but regretfully our attempts have been unsuccessful
T-Mobile regrets that Mr*** has continued concern regarding the matterAs shared in our previous correspondence, we feel Mr*** was adequately informed of the charges for his international roaming and consider the charges to be validAdditionally, a review of the account shows that he had international roaming charges each month of this year totaling $Of this amount, T-Mobile has issued courtesy credits totaling $It should be noted that courtesy credits were given to Mr*** for international roaming in as wellPer our Terms and Conditions agreed upon at activation, the billing dispute period is sixty daysT-Mobile records do not reflect that Mr*** notified us that he did not receive his billing statementsFurthermore, in addition the text notifications that were sent notifying Mr*** of the charges, our records reflect that each time that he contacted us requesting credits over the months he had international roaming charges, we educated him on international roaming rates and he elected to continue utilizing the serviceAs such, our position remains unchanged and we would respectfully decline Mr***’s request for additional credit to the account for valid charges
Please 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 contacts with us regarding the matter
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
David T*** Executive Response

April 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 April 16, 2017, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Mr***, which has proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter
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 an Apple iPhone 32GB Model (a $value) free after a trade in credit and Equipment Installment Plan (“EIP”) credits with a trade in of a qualifying Apple iPhoneIt is important to note that starting September 25, 2016, T-Mobile did require customers to be subscribed to T-Mobile’s current flagship rate plan T-Mobile ONE or a Simple Choice Unlimited data plan add on
T-Mobile records confirm that on September 9, 2016, Mr*** placed an order for two Apple iPhone handsets, which were cancelledPlease note that on September 26, 2016, Mr***’ purchased an Apple iPhone 128GB handset which required a down payment of $and he agreed to monthly installments of $Mr*** processed a trade in for an Apple iPhone 5s which would offer a total credit of $off the new phoneRegrettably, as Mr***’ accurate handset upgrade order was placed outside of the promotional window the iPhone Trade Up offer was declined
However, in an effort to amicably resolve this matter, on April 18, 2017, T-Mobile applied a one-time credit of $to the EIP balance of the Apple iPhone 128GB leaving a remaining EIP balance of $which will continue to be billed in installments until the EIP agreement is completedT-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
Oscar T*** Executive Response

September 29, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 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 19, 2017, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Mr*** has experienced regarding his account. T-Mobile records confirm that Mr*** participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Galaxy SEdge handset on March 16, 2016, and the purchase of an LG Vhandset on February 22, 2017. T-Mobile records indicate Mr*** was required to remit down payments of $for the Samsung Galaxy SEdge handset and was not required to remit a down payment for the LG Vhandset. Mr*** agreed to monthly installments of $and $for the handset. T-Mobile has no record of Mr*** returning either handset and both handsets are being utilized on the account. In regards to Mr***’s account being suspended, T-Mobile records confirm that on September 5, 2017, Mr*** contacted our to T-Mobile’s Financial Care team, set up a payment arrangement for his account, and agreed to a future dated payment in the amount of $for his past due balance that was due on August 15, 2017, to be withdrawn on September 15, 2017. Please note that Mr***’s payment on the 15th failed to process and as a result his service was suspended for non-payment. It is T-Mobile’s position that the account was validly suspended. Nevertheless, in an effort to amicably resolve this matter, on September 20, 2017, as a gesture of goodwill T-Mobile restored Mr***’s account and suspended collection activity on his account through September 26, 2017. Furthermore, T-Mobile applied a credit in the amount of $bringing Mr***’s balance to $147.64. 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. Zachary S*Executive Response

August 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 August 12, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr*** ***, and that he has designated Ms*** *** as an authorized user of the accountT-Mobile regrets any inconvenience to Ms*** regarding our devices pricing and availabilityRegrettably, T-Mobile did not have supporting information regarding handsets pricing and availability when speaking to our retail locationPlease 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*** recent contact with our retail locationFurthermore, T-Mobile also regrets if our Executive Office failed to reach out to Ms*** in a timely mannerPlease note all of Ms*** feedback regarding her experience has been forwarded to the appropriate channels for implementationNonetheless, in an effort to amicably resolve Ms*** concerns, on August 16, 2016, T-Mobile provided her with a Samsung Galaxy S Gold 64GB device at no costMs*** accepted the device at no cost as 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, INCSal O*** Executive Response

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***she's not telling the truthShe also does not have a clue what she is talking boutI want this escalated to someone besides Dkana J***I will not stop until I get the respect I deserve and some sort of compensation after years of billing errorsSend this to Ledger maybe he can do something unless he lies to

Revdex.com:
Thanks T-Mobile‘s promptly responseThere are something I need clarifyThe line number *** traded iPhone 5s not 5cAlso we sent the iPhone 5s through UPS and T-Mobile received it on 10/11/in their Coppell, Texas warehouse (signed by E RobertsWe have tracking number and proof from UPS)I was confirmed with T-Mobile’s representativesWe deserve the $promotion credits for trading the deviceIt’s not a good will given by T-MobileI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

August 16, 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 August 6, 2017, regarding the above-referenced file number. T-Mobile regrets any inconvenience to Ms*** regarding her coverage. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms*** is not an authorized user on the account which is associated with the mobile number she provided. The account holder of record may add Ms*** to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-8997. Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further. Please note that T-Mobile has verified the address provided by Ms***s complaint to your office and based on the coverage map, confirms that her address is in a good coverage area with no known issues. 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Martin G*** Executive Response

August 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 July 25, 2017, regarding the above-referenced account
T-Mobile regrets any continued concerns Mr*** has experienced with regards to his T-Mobile account and data speedsPlease be advised that on July 17, 2017, our Engineering team indicated that no issues were found with data coverage in Mr***’s area and as such the current coverage Mr*** is experiencing in his area is as expected
In addition, our records indicate that Mr***’s data usage for the last three billing statements is as follows:
• from May 22, 2017, to June 4, 2017, the account utilized over Gigabytes (“GB”) of data;
• from to June 5, 2017, to July 4, 2017, the account utilized over GB of data; and
• from July 4, 2017, to current, the account utilized over GB of data
It is important to note that on July 21, 2017, Mr***’s T-Mobile App issue had a resolution date of July 24, On July 25, 2017, T-Mobile emailed Mr*** the above information and additional troubleshooting steps to resolve this issue
T-Mobile respectfully declines Mr***’s request for us to hire an independent contractor to review his coverage area as our engineering team has reviewed his nearest service towersIn addition, T-Mobile respectfully declines Mr***’s request for a $credit per line per month
Finally, if Mr*** feels that T-Mobile is not the right fit for him, he can cancel without any Equipment Installment Plan acceleration charges as he longer owes a balance on either of his handsetsIn addition, T-Mobile can provide Mr*** with Mobile Device Unlock codes for both of his T-Mobile handsets as they are fully eligible to be unlockedPlease note that Mr*** can obtain both Mobile Device Unlock codes by calling Customer Care at 800-937-
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
Cesar R***
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, *** ***

May 10,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, 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 May 4, 2017, 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 Mobile
Family Mobile is sorry to lose Ms*** as a customer and we regret hearing of her concerns with our Mobile Device Unlock (“MDU”) policyMDU requests are approved for customers who meet the eligibility requirementsFamily Mobile records confirm that, on April 25, 2017, and on May 3, 2017, we received an MDU request for the device referenced in Ms*** letter to your officeFurther review confirms that on April 27, 2017, and on May 3, 2017, Family Mobile emailed Ms*** with the instructions needed to unlock her device
In an effort to amicably resolve this matter, on May 10, 2017, Family Mobile made sure that Ms***’ device was enabled to be permanently unlockedIn order to unlock her device, Ms*** will need to follow the below instructions:
- From the home screen, tap Apps
- Tap Device UnlockYou may need to tap the T-Mobile apps cluster first
- Tap Continue
- Wait while the device connects to the server
- Choose the desired device unlock type:
Permanent Unlock: Permanently unlocks the device
Temporary Unlock: Temporarily unlocks device for daysTemporary unlocks must be performed with a mobile data connectionwill not work
- Wait while the device requests the unlock
- If successful, restart the device to apply the settings
Family Mobile appreciates the opportunity to respond to Ms*** and we regret any inconvenience she may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionIf you have any further questions please feel free to contact us at: Family Mobile Customer Relations, P.OBox 3220, Albuquerque, NM, Our Customer Service department is also available to assist you from 6am - 9pm PST at 877-760-
Very truly yours,
T-MOBILE USA, INC
Maggie R***
Executive Response

July 7, 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 1, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with Ms***, she confirmed that T-Mobile had resolved this matter to her satisfactionT-Mobile regrets any inconvenience Ms*** may have experienced with the recent cancellation of her accountOur records confirm that Ms*** canceled her account on May 10, 2016, when she ported her mobile numbers to another service providerMs***’s billing cycle ran from the 8th of one month to the 7th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through June 7, It is important to note that Ms*** account was billed in arrears and as such, the payment made of $made on June 2, 2016, was applied to services used through May 7, The final billing statement dated June 7, 2016, consisted of $in monthly access charges for the billing periods of May 8, 2016, to June 7, 2016, the final accelerated Equipment Installment Plan charges of $110.00, and applicable taxes and fees totaling $As mentioned in Ms***’s letter to your office, the account currently reflects a zero balance as payment totaling $have been made toward the accountHowever, as a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile has agreed to provide a refund in the amount of $for the pro-rated charges incurred after cancellationPlease allow seven to ten business days for deliveryT-Mobile regrets any inconvenienceBased 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, INCAlberto V*** Executive Response

July 5,
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 21, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we resolved Ms***’s concerns to her satisfaction
T-Mobile regrets any inconvenience that Ms*** may have experienced in regards to her Samsung Galaxy ShandsetT-Mobile records reflect that on April 13, 2017, Ms*** purchased a Samsung Galaxy ShandsetBy purchasing T-Mobile equipment, Ms*** receives 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 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
On June 19, 2017, Ms*** took advantage of the Handset Exchange Program and a replacement device was sent to herPlease note that prior to sending out an exchange, T-Mobile requires extensive troubleshooting to ensure a replacement device is the right resolutionOften prior to an exchange a master reset is performed as part of the standard troubleshootingWe regret any inconvenience this may have caused Ms***
On June 20, 2017, Ms*** contacted T-Mobile again regarding her concerns with delayed messagesAt that time, a ticket was filed with our engineering team to look into the matter furtherUpon review of Ms***’s concerns our engineering team determined all the recent text messages for Ms*** have been successful and there were no delays in deliveryAll the performance stats for the serving cell site are and analysis shows good coverage at Ms***’s location
On June 27, 2017, T-Mobile contacted Ms*** in regards to her concerns in her correspondence to your officeAlthough T-Mobile found no issues with the network or Ms***’s device, as a courtesy an order was placed for a Samsung Galaxy SPlus device at no costT-Mobile has advised Ms*** to return her non-working handset directly to my attention within 30-days of the date of this letter at:
Executive Response
Attention: Lauren L*** Menaul BlvdNE
Albuquerque, NM
T-Mobile recommends that Ms*** return the handset via a traceable carrier and request a tracking number when shippingMs*** has been advised should she not return the Samsung Galaxy Shandset she would be responsible for the cost of both devices
Please 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 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
Lauren L*** Executive Response