T-Mobile Usa Inc

February 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”)
is in receipt of your correspondence dated January 28, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr*** regarding his 4G monthly prepaid accountT-Mobile records confirm that on August 13, 2013, Mr*** activated his T-Mobile account with his mobile number ending in ***Mr*** was subscribed to our $Monthly Unlimited Data with 4G speeds up to 5GB rate plan and International TextOur records further indicate that on September 10, 2015, Mr*** refilled his account in the amount of $T-Mobile also applied a courtesy credit of $toward Mr***’s accountOn January 27, 2016, Mr*** contacted T-Mobile to advise us that he has been unable to use his service due to handset concernsPlease be advised that per the Terms and Conditions of service that were agreed upon at the time of activation, “Pre paid Service is non-refundable except if service is unused, and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On January 27, 2016, T-Mobile applied a courtesy credit of $to Mr***’s accountHowever, our records indicate that there is usage from January 1, through January 30, on Mr***’s mobile number ending in *** and therefore; Mr*** was not provided with a refund back to his financial institutionAs of February 8, 2016, Mr***’s account reflects a balance of $and is currently on a $Simple Prepaid, which requires a $refill amountIn an effort to amicably resolve this matter, on February 9, 2016, T-Mobile canceled Mr***’s mobile number ending in ***, since he stated in his correspondence, it should have been canceledIn addition, on February 9, 2016, T-Mobile mailed a prepaid refund card in the amount of $to Mr***The refund was sent to the address listed on the correspondence to your officeT-Mobile regrets any inconvenience to Mr***’s 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, INCLeah T*** Executive Response

March 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 March 10, 2017, regarding the above-referenced account. In Ms***’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms*** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Sadly, T-Mobile records confirm that Ms*** canceled her account on February 5, 2017, when she ported her mobile numbers to another service provider. Ms***’s billing cycle ran from the 5th of one month to the 4th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms*** was billed through March 4, As a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from February 5, 2017, through March 4, 2017, leaving Ms***’s account closed with a final balance of $Ms***’s account balance consists of past due charges from January 5, 2017, through February 4, 2017, which was due on February 25, In addition to the adjustment, as a courtesy, T-Mobile has also added a day collection hold to allow Ms*** an opportunity to make her paymentPlease note that T-Mobile provides a number of options for Ms*** to pay outstanding charges. Customers can make a payment via electronic check or credit card, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip Again, we regret any inconveniences this has caused Ms*** and 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Christina S*** Executive Response

April 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 April 3, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has contacted Ms*** and addressed her concerns to her satisfaction
We regret any inconvenience to Ms*** regarding our handset promotions and we appreciate the opportunity to address her concernsFrom November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms***, who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms*** was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus at no cost or at a discount after monthly bill credits for the amount of the Equipment Installment Plan (EIP) installmentPlease note that these requirements must be met throughout the term of the EIP
T-Mobile records indicate on November 24, Ms*** took advantage of our EIP program and purchased an Apple iPhone Plus Jett Black 128GB device priced at $Ms*** was required to pay $down payment and agreed to pay monthly installments of $eachAt the same time, Ms*** traded in an Apple iPhone 6s Plus device in order to take advantage of the handset promotionAlso, Ms*** purchased an Apple iPhone Rose Gold 32GB device priced at $Ms*** was not required to pay a down payment agreed to monthly installments of $each and traded in an iPhone 5s 16GB device to participate in the handset promotion
Please note, under the before mentioned handset promotion stipulations, when a customer traded in an Apple iPhone 6s and purchased an Apple iPhone Plus, the final cost of the new device would be $after traand monthly creditsFurthermore, when a customer traded in an Apple iPhone 5s and purchased an Apple iPhone the final cost would be $after trade- in credit and monthly creditsRegrettably, due to an inadvertent error Ms***’s new devices were not enrolled in the promotion as anticipated
Nonetheless, in an effort to amicably resolve Ms***’s concerns, on April 5, T-Mobile applied the credits of $for the Apple iPhone Plus device and $for the Apple iPhone device to compensate for the promised credits under the promotionMs*** accepted the credits as resolution to her concerns and her account remains active with a revised credit balance of $1,
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
Sal O*** Executive Response

January 12, 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 2, 2017, regarding the above-referenced account numberT-Mobile has attempted to reach Mr*** but unfortunately we have been unsuccessful in our attemptsTherefore, T-Mobile will make every effort to address Mr***’s concerns within this letterT-Mobile regrets any concerns Mr*** has in regards to his T-Mobile accountT-Mobile records indicate on September 8, 2015, a warranty exchange was filed for a Samsung Galaxy Note On September 22, 2015, an out of warranty fee of $was applied to the account as a result of the device being determined to have sustained physical damage to the deviceT-Mobile records confirm the glass over the camera lens was shattered
The last payment received on Mr***’s account was on September 16, 2015, in the amount of $176.19, leaving an unpaid balance of $Mr***’s October 10, 2015, billing statement had a total balance of $which included the above unpaid balance of $185.71, Out of Warranty Fee, a late fee, a Samsung Galaxy Note Equipment Installment Plan (“EIP”) charge of $31.24, and regular monthly recurring charges, and applicable taxes and fees
The November 10, 2015, billing statement had a total balance of $which included the above unpaid balance of $and $in regular monthly recurring charges, the Samsung Galaxy Note EIP, a late fee and applicable taxes and fees
The December 10, 2015, billing statement had a total balance of $1,which included the above unpaid balance of $and $in pro-rated monthly recurring charges, the Samsung Galaxy Note EIP, a late fee and applicable taxes and fees
On December 16, 2015, Mr***’s account was canceled for non-paymentPlease note on December 20, 2015, a return kit for a T-Mobile WiFi Router was mailed to Mr***’s billing address on file
The final January 10, 2016, billing statement had a total balance of $1,which included the above unpaid balance of $1,and $accelerated EIP for the Galaxy Note 4, a $non-return fee for a WiFi Router plus $taxes, and a late feeOn March 14, 2016, the account was referred to a third-party collections agency due to continued non-payment
However, on January 10, 2017, T-Mobile applied a credit of $for the Out of Warranty Fee plus tax and $for services from August 10, 2015, to December 16, 2015, reducing the balance to $owed to T-Mobile
In an effort to completely resolve the matter and as a gesture of goodwill, if Mr***’s Samsung Galaxy Note device and T-Mobile WiFi Router are returned in like-new condition, T-Mobile will credit the remaining amount owed in the amount of $417.83, reducing the account balance to zeroIn addition, T-Mobile will remove the account from third-party collections and instruct the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedThe device can be mailed to my attention to the following address: T-Mobile USA, IncAttn: Daniel c/o Executive Response Menaul Blvd NE Albuquerque, NM T-Mobile recommends that Mr*** request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that he please include the device, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handsetPlease be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Mr*** and the balance will then be considered valid and owedIt is important to note, Mr*** must have the equipment post marked for return no later than January 31, in order to take advantage of this offer
Please note if the equipment is not returned to T-Mobile the remaining balance will be considered valid and owed and Mr*** may contact Amsher Collection Services, Incat 800-246-for a possible settlement
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, INCDaniel R*** Executive Response

February 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 January 28, 2016, regarding the above-referenced accountT-Mobile is delighted that Ms*** chose T-Mobile as her wireless service provider and we welcome her to the UnCarrier familyWe regret hearing of Ms*** concerns with our Carrier Freedom promotion and the status of her submissionAs Ms*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileT-Mobile records confirm that Ms*** activated her T-Mobile account on November 9, 2014, with mobile number ending in ***There are several requirements that must be met in order to be eligible for the reimbursementTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)In review of the account, records confirm that Ms*** activation met the eligibility requirements for our Contract Freedom promotionAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityIn order to qualify for the reimbursement of early termination fees, 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 activationIt is important to note that T-Mobile has no record of Ms*** submitting the required documents to initiate the reimbursement processDespite the deadline for submission having passed, in an effort to amicably resolve this matter, T-Mobile is offering to match the total value of the original offerWe ask that Ms*** send an unaltered copy of her final billing statement reflecting the early termination fee incurred with her previous carrier to my attention at email address [email protected] no later than February 29, Upon receipt, T-Mobile will issue a credit to the account for the early termination fee incurred, up to $per lineWe regret any inconvenience Ms*** and hope that she accepts our offer as resolution to 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, INCMaggie R*** Executive Response

May 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 May 14, 2016, regarding the above-referenced accountPlease note that the account holder is *** *** and he has designated *** *** as an authorized user to his accountT-Mobile records confirm that Mr*** activated service with T-Mobile on November30, At the time of activation Mr*** activated a total of five lines of serviceAt the time of activation Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offeringEIP 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 installmentsAt the time of activation Mr*** obtained the following devices: • Line ending in *** obtained an Apple iPhone 5S Silver 16GB at the cost of $549.84, with the agreement to pay $for the 24-month agreement• Line ending in *** obtained an LG GSilk White kit at the cost of $598.80, with the agreement to pay $for the 24-month agreement• Line ending in *** obtained an LG GMetallic Black kit at the cost of $598.80, with the agreement to pay $for the 24-month agreement• Line ending in *** obtained an LG GMetallic Black kit at the cost of $598.80, with the agreement to pay $for the 24-month agreement• Line ending in *** obtained an LG GMetallic Black kit at the cost of $598.80, with the agreement to pay $for the 24-month agreementIn review of Mr***’s account, our records confirm there was a return within the 14-day return period provided to the lines of service ending in ***As such the EIP pertaining to the line of service ending in *** was closed on December 16, Further records confirm that on December 21, 2014, Mr*** once again participated on T-Mobiles EIP program with the purchase of a Samsung Galaxy S 16GB in white, and three Samsung Circle Blue Tooth headsets in Charcoal BlackT-Mobile records confirm that Mr*** agreed to pay $for the following 24-monthly installmentsFurther records confirm that on December 29, 2014, Mr*** returned two of the Samsung Circle Blue Tooth headsets, as such the monthly agreed payments reduced to $per monthPlease be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)T-Mobile has reviewed Ms***’s concerns regarding the Premium Handset Protection (“PHP”) feature on her account and confirms that the lines of service ending in *** and *** had the PHP feature through December 6, 2015, upon the removal requestThe lines of service ending in *** and *** carried the PHP feature through the point of cancelation on March 26, We regret any coverage issues Ms*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availabilityIn review of Ms***’s coverage area, our records confirm that she should have expected good 4G LTE coverageT-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needsIf Mr*** found that the service was not acceptable, he could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellationMr*** would also have been able to return his device for a refund, less any restocking feeT-Mobile records confirm that Mr***’s account was canceled on March 26, 2016, upon porting out to a new carrierMr*** received a final billing statement in the amount of $3,which included a past due balance of $for the monthly charges billed during the billing statement dated March 21, In addition Mr*** received a billing statement dated April 21, 2016, which included charges of $2,which included charges for JUMP! On DemandJUMP! On Demand is a lease option that allows customers to traequipment up to three times per year and the lowest out of pocket costMr*** incurred the final lease terms and equipment purchase price along with final equipment charges towards the following devices: • Apple iPhone 6S 16GB in Gray, two LG GMetallic Black devices, Samsung Galaxy S5, Apple iPhone 5S in Silver, one Samsung Circle Blue Tooth headset, Apple Glass Screen Protector, PG iP car charger, and three LG GImpact Tactical Shields in blackUpon speaking to Ms*** on May 26, 2016, she confirmed that she no longer has possession of the equipment based on the trato her current carrierAs a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile issued a credit of $for one LG Gdevice, the three LG GImpact Tactical Shields and the final monthly recurring charges billed during the period of March 21, 2016, through April 19, 2016, leaving Mr***’s account with an updated final balance of $2,As an additional courtesy a collection hold has been placed through August 22, 2016, allowing Mr*** additional time to make payments to his accountIt is important to note that the account must be current upon reaching the date mentioned to prevent further collection activityT-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, INCSacny A***Executive Response

May 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 May 12, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any inconvenience Ms*** may have experienced with her accountT-Mobile records confirm that on April 13, 2017, Ms*** contacted our customer care department and request cancelation on her accountMs***’s cancelation request was processed and set for the end of her billing cycle, April 15, As requested, Ms***’s account was canceled on April 15, It is important to note that T-Mobile records confirm this was the only cancelation request received by Ms***
Ms*** also outlined concerns of an un-authorized user on her accountPlease be advised that T-Mobile records show that the person who contacted T-Mobile identified herself as *** *** and was able to fully verify the account informationIt is T-Mobile’s position that this is a domestic issue and should be resolved between Ms*** and Ms***Therefore, Ms*** remains responsible for the account, including the account balance
Nevertheless, upon review of the account and Ms***’s, correspondence, T-Mobile has issued a credit of $2,to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedMs***’s account remains canceled with a zero balance
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 ***’s recent contact with our Customer Care department
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
James H***
Executive Response

Complaint: ***I am rejecting this response because:I was told completely different on the day I purchased my new phone and trade in my other new phone from ***I was told by the store manager that the trade in value was separate from the reimbursement to be receivedI received a call from Tmobile a few days after I filed this complaint here on the Revdex.com, offering me $credit and not the complete amount that was promised to me by their storeThe total I should be getting back is of which only $was sent to me after months of waiting, I ask that they give me the remaining of $or pay out my new device in the amount of $I think that is not fair what they are doing to me as a customer, If this issue is not resolved asap I will move forward with legal action against Tmobile and the storeI will not lose $317.00! I traded in a brand new Iphonethat costs $649.00 Sincerely,*** ***

November 10, 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 November 2, 2016, regarding the above-referenced accountOn November 5, 2016, T-Mobile spoke with *** *** (*** ***), and is pleased to report that we have resolved this matter to his satisfactionT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail locationT-Mobile regrets that Mr*** was not able to take advantage of the Apple iPhone Trade Up promotional offer that expired on September 25, In an effort to resolve this matter amicably, T-Mobile agreed to place an upgrade order for two Apple iPhone 32GB Matte Black handsets and two Apple iPhone 32GB Rose Gold handsetsIn exchange, Mr*** agrees to return two Apple iPhone handsets, one Apple iPhone 6S handset and one Apple iPhone handset, to T-Mobile’s Executive Response officeT-Mobile will apply a credit of $2,846.96, for the total balance from upgrade order number ***, upon receipt of the trade in equipmentMr*** may mail the equipment to my attention to the following address: T-Mobile USA, IncAttn: Pancho Q*** c/o Executive Response 1201Menaul Boulevard NE Albuquerque, NM T-Mobile recommends that Mr*** requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr*** disable the Find My iPhone application on each deviceMr*** should include the handsets, chargers and account information within the box to ensure that he receives the proper credit upon receipt of the handsets
It is important to note, Mr*** must have the equipment post marked for return no later than December 30, Should Mr*** fail to meet this date, the offer will be considered voidThe account has a balance of $289.89, due on November 21, 2016, which includes monthly recurring charges, an Equipment Installment Plan charges and applicable taxes, from the October 28, 2016, billing statementT-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, INCPancho Q*** Executive Response

I want to take the moment to say thank you for assisting and helping with this matter as I do understand the policy and I understand the company's position with the matter it was just not fair to me the loyal customer that I had to pay for something I didnt cause physically but with that being said they have provided me with a resolution to the issues and I appreciate the quick 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 me
Sincerely,
*** ***

June 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 June 6, 2016, regarding the above-referenced accountT-Mobile regrets hearing that Ms*** has experienced issues with her handsetUpon review of her account, we found that on February 16, 2015, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus handset with 16GB of memory under mobile number ending in ***By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of the deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramUnder 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 damageWith regard to Ms***’s handset, our records reflect that on April 22, 2016, Ms*** contacted Assurant Solutions, Inc(“Assurant”) which provides Mr*** the Premium Handset Protection (“PHP”) with her JUMP! feature and completed an insurance claim as she reported physical damage on her iPhone Plus 16GB of memory handsetPHP 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 remittedUpon 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 protection and for Ms***’s handset model the fee is of $Following, on May 6, 2016, Ms*** participated in the Limited Warranty Exchange for her iPhone Plus 16GB of memory handset (order #***)Upon receipt, we examined the handset and it was found to have sustained physical damage to the screen, 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 assessedMs*** may view an image of the physical damage via the following link: https://*** As a courtesy to Mr*** and in an effort to amicably resolve this matter, on June 8, 2016, T-Mobile agreed to issue a one-time courtesy credit of $for the out-of-warranty fee including tax billed to the account, leaving the account with a remaining balance of $for monthly recurring charges, features, applicable taxes and fees billed from June 5, to July 4, 2016, applicable EIP monthly installments billed to the account and onetime fee of $for service warranty processing feeIt is important to mention that in the future should Ms***’s devices require an exchange and the devices presents any physical or liquid damage, we recommend she Assurant directly at 1-866-866-or online at www.myphpinfo.com to complete an insurance claimBased 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, INCAika A*** 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, *** ***

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 January 2, 2017, regarding the above-referenced accountT-Mobile regrets to hear of Mr***’s concerns regarding his T-Mobile billing and appreciates the opportunity to respondT-Mobile records indicate that on November 27, 2015, Mr*** qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of a Samsung Galaxy SEdge 64GB handset in BlackJOD is a leasing option that allows eligible customers to lease handsets by making a capital cost reduction at the time of purchase and agreeing to pay the remaining balance in monthly paymentsPlease be advised that should Mr*** choose to end his lease prior to the month payment the leased handset must either be returned to a retail location and the remaining lease payments are collected at that time or he may purchase the device there is a final purchase option priceIt is important to note that taxes are split up evenly over the month lease as well on the final purchase option priceAccordingly, Mr*** was asked to make a capital cost reduction in the amount of $and agree to a series of monthly payments in the amount of $plus applicable taxesAfter further review, our records indicate that the current balance remaining on the aforementioned JOD for the Samsung Galaxy SEdge 64GB handset in Black totals $327.46, which is comprised of the remaining lease payments of $137.50, the $purchase option price, and the remaining taxes of $Nevertheless, in the spirit of the Un-Carrier and in an effort to resolve Mr***’s concerns, on January 4, 2016, T-Mobile issued a one-time credit in the amount of $for the purchase option price of the aforementioned handsetMr*** then remitted a payment in the amount of $162.46, effectively paying off the Samsung Galaxy SEdge 64GB handset in BlackPlease 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 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, INCShannon R*** Executive Response

May 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 April 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that *** *** *** and *** *** are one in the sameT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfaction
T-Mobile regrets any concerns Mr*** has experienced regarding his participation in a T-Mobile promotional offerThere are several eligibility requirements which must be met in order to qualify for a T-Mobile promotional offerOn November 28, 2016, Mr*** purchased an iPhone through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $Based on T-Mobile’s review of Mr***’s device trade-in, his device was found to have sustained physical damage to the LCD screen which disqualified him from receiving the Apple Black Friday offer
However, in an effort to amicably resolve the matter and upon speaking to Mr***, on April 25, 2017, T-Mobile agreed to close the remaining EIP balance for the above-referenced iPhone handset, and to apply an account credit in the amount of $for the previously billed associated EIP installmentsPursuant to our conversation, Mr*** confirmed the matter is resolved and he had no further 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 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

May 3, 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 April 27, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** **, and that she has designated *** *** as an authorized user of the accountT-Mobile is happy to report we have resolved this matter to Mr***’s satisfactionT-Mobile regrets any inconvenience Mr*** has experienced regarding his rate planT-Mobile records confirm Mr*** was subscribed to the $Simple Choice Family Unlimited Talk Text & Data Line rate planPlease note this now a grandfathered promotional rate plan and included 2.5GB of data per line of servicePlease note on February 27, 2016, Mr*** requested the cancellation of the mobile number ending in *** bringing the total remaining mobile numbers on the account to fiveAs Mr***’s previous rate plan required six lines of service or more he was moved on March 8, 2016, to the $Simple Choice North American Unlimited Talk Text & Data Lines rate plan plus an additional $per line of service which included with 2GB of data per line of serviceT-Mobile regrets any confusion regarding the rate plan changePlease note on April 26, 2016, Mr*** opted to upgrade his data feature to the $6GB data featureIn an effort to amicably resolve this matter, on April 29, 2016, T-Mobile applied a credit of $to the account which represents six months of the $6GB data featureMs**’s account now reflects a credit balance of $Upon speaking with Mr*** he accepted this as full resolution to his concernBased 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

November 4, 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 October 30, 2015, 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 letterT-Mobile regrets any concerns Ms*** has experienced regarding her billing and the amount of effort taken to speak to our Customer CarePlease be advised that the billing statement dated June 13, 2015, in the amount of $reflected monthly recurring cost (MRC) from billing statement dates June 14, through July 13, The charges included the MRC plus applicable taxes and feesOur records confirm that on July 4, 2015, a payment in the amount of $was received satisfying the balance for the June 13, statementIt is important to note that no further payments have been received by Ms***T-Mobile records confirm that for Ms***’s billing statement dated July 13, 2015, in the amount of $reflected MRC from billing statement dates July 14, through August 13, The charges included the MRC plus applicable taxes and feesPlease note that no payment was remitted to T-Mobile for the balancePlease be advised that Ms***’s billing statement dated August 13, 2015, in the amount of $97.06, reflected the MRC from billing dates August 14, through September 13, and the past due balance of $referenced abovePlease note that no payment was receivedPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due datePlease be advised that as payment was not received timely, on September 1, 2015, T-Mobile suspended the account’s ability to place outbound callsPlease note that the billing statement dated September 13, 2015, in the amount of $ 146.91, reflected the current MRC of $from September 14, through October 13, plus the unpaid balance above of $T-Mobile records confirm that the final billing statement dated October 13, 2015, in the amount of $128.20, was due to a credit of $being applied as the account had been cancelledPlease note that Ms***’s account was cancelled on October 26, 2015, as a result of non-paymentPlease be advised that T-Mobile has determined that the above mentioned final charge in the amount of $has been validly assessedIn an effort to amicably resolve Ms***’s concerns, upon Ms*** remitting a payment in the amount of $78.20, T-Mobile will issue a credit of $to bring the account to a zero balancePlease note that Ms*** has until November 15, 2015, to contact me at [email protected] Attn: Ruben A*** to accept the above offerPlease be advised that Ms***’s account remains cancelled with a balance of $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, INCRuben A*** Executive Response

November 17, 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 November 1, 2016, regarding the above-referenced file numberPlease be advised that our records confirm the above account, as referenced in Mr***’s correspondence, is closed with a zero balanceA final, revised billing statement should be sent shortly to the account holderT-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, INCMercedes V*** Executive Response

March 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 5, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter
T-Mobile regrets that Mr*** is dissatisfied with our previous responseAs indicated in our February 28, response, our records confirm that Mr*** activated his account on April 24, 2016, and as of November 23, 2016, had three active lines of serviceMr*** subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly for the first two lines of service, and $monthly for each additional line of serviceHowever, due to a promotional offer at the time of Mr***’s activation of the line of service ending in *** on November 23, 2016, he will receive a monthly promotional credit in the amount of $for the third line of serviceThis promotion can take up to two billing cycles to appear on the account
Due to an inadvertent error, Mr***’s account was not subscribed to this promotional offer until February 3, However, on February 9, 2017, T-Mobile issued a credit to Mr***’s account in the amount of $for the missing promotional creditFollowing this credit, Mr***’s account reflected a balance owed in the amount of $86.06, for which he remitted a payment on February 15, Mr***’s billing statement dated February 25, 2017, was in the amount of $for monthly access charges and applicable taxes, as the promotional credit was not yet applied
However, in an effort to amicably resolve Mr***’s concerns, on February 28, 2017, T-Mobile issued a courtesy credit to Mr***’s account in the amount of $for the missing promotional creditsThis reduced the balance owed to $Additionally, on March 7, 2017, T-Mobile issued the automatic promotional credit in the amount of $to Mr***’s account, reducing the balance owed to $Finally, on March 10, 2017, T-Mobile confirmed that Mr*** will continue to receive the monthly promotional credits as indicated aboveAt that time, a credit in the amount of $was automatically issued to Mr***’s account for the missing promotional creditsMr***’s account remains active, with a credit balance of $35.98, and he will continue to receive the monthly promotional creditsIt is T-Mobile’s position that Mr*** has been credited for the missing promotional creditsT-Mobile regrets any inconvenience Mr*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P***
Executive Response

Complaint: ***
I am rejecting this response because it is not complete. Yes, T-Mobile instructed me to file a police report and I've attempted several times to contact our local police department. I'm told someone will return my call so I'm waiting on that. They also suggested I contact the Attorney General's office to file an Identity Theft Affidavit or hire an attorney. Attorney fees would be over and above the $500+ on my credit report. If T-Mobile is unable to find an account with my information then why can't they remove it when it obviously isn't MY account??? It sounds like the logical thing to do. Again, I'm waiting to hear back regarding the police report and I've contacted the Attorney General's office. This just seems like a lot of hoops to jump through over an account that isn't even mine
Sincerely,
*** ***

June 2,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Mobile NoXXX-XXX-***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 20, 2017, regarding the above-referenced mobile numberT-Mobile regrets any inconvenience Mr*** encountered regarding his mobile number
In Mr***’s letter to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
If Mr*** continues to experience any difficulties with the service, we request that he provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments
Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”
Nevertheless, in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $for the month of service Mr*** remitted a $payment for and did not have and the LG Aristo device purchasedPlease note that the refund may take up to three business days for funds to appear in the requested bank accountIn exchange, Mr*** agreed to return the LG Aristo to our office within days of this letterMr*** may return his device to:
T-Mobile USA, Inc
Attn: A*** Menaul Blvd., NE
Albuquerque, NM
T-Mobile encourages Mr*** to use a traceable carrier and keep the tracking number for his records as we are not responsible for equipment being returned to T-MobileWe ask that Mr*** include the charger, along with a note with his name and account information so that the return can be processed with the credit be applied to the correct accountT-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
Abigail ***-R*** Executive Response