T-Mobile Usa Inc

Complaint: ***
I am rejecting this response because: T-mobile is clearly deflecting the matter here as not once did I request a unlock what so everMy complaint is clearly T-mobile telling me that the used phone I purchased was free and clear of any financial responsibility from the person I bought the phone but after the purchase was completed I had a issue with the phone activation and found out there was indeed a bill owed on the phoneIf the t-mobile rep would have told me this in the first place when I called with the account holder present then I would not have purchased the phoneI called them first to prevent fraud as any cell phone carrier instructs all used phone buyers to do before purchasing to make sure the phone will be problem free after the purchase but cause T-mobile gave me info about the history of the phone I have ended up with a $paper weight. T-mobile stop deflecting stating I requested a carrier unlock cause no where in this complaint does it state that is what I'm afterThey know they are at fault but do not have a legitimate response relevant to this matter.I request this case be placed on file in favor of myself as T-mobile has decided to deflect rather than approach the matter professionally. Their response clearly backs up my above request and statement
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I still haven't received my refund as a form of prepaid card as T-mobile representative has promisedI requested that they do a follow up to make sure that the refund is or has been sentI have patiently waiting for a real resolution but this is unacceptableIt has been months already and they still couldn't fully refund my money
Sincerely,
*** *** **

September 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 September 10, regarding the above-referenced account. We regret hearing of ***’s concerns with our Carrier Freedom program and the status of her submission. As Ms*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer. In order to qualify for our Carrier Freedom program, there are several eligibility requirements to be met. Ms*** did not meet them as the account was not active for a minimum of days and is now canceled Additionally, please be advised that T-Mobile is unable to guarantee coverage in all locations. All customers have the ability to check T-Mobile coverage down to the street level using the Personal Coverage Check tool. As Ms*** was not satisfied with the coverage in her new area, and canceled the account during the return period, T-Mobile has refunded her in full, and also included an additional $that was agreed upon at the time she traded in her previous device As the requirements for the Carrier Freedom program were not met, T-Mobile is unable to honor the promotion as requested by Ms***. We apologize for any inconvenience Ms*** has experienced regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Felicia P*** Executive Response Tell us why here

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, *** ***
To the business claim that I didn't meet the requirements for unlocking the deviceTheir advertisement is bring your own device and get a T-Mobile number/ serviceI have paid the full price for the device and yes it is a non T-Mobile devicethey didn't have any right to lock my deviceI didn't dispute the charges for the card or the SIM card, but to lock my device based on I tried to buy serivce from them and that I didn't meet the requirements for unlock the device! That was total scam, and unethical business practice.
The issue was only resolved with the Revdex.com involvement, from day one with issue started on Sunday August 2016, every attempt I did to reach T-Mobile customer service and tech support I was sent in the run around from one to the other, I even have had version Tech support involved as well Apple tier tech supportApple tech support name David was with me on the phone Friday for total of 6hrs trying to reach resulution with T-Mobile.
I am glad it was resolved and thank you for Revdex.com

March 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated March 15, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have resolved this matter to Ms***’s satisfactionT-Mobile regrets any confusion Ms*** experienced regarding her accountPlease 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 CareWith one of T-Mobile’s Un-carrier moves, we have launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing, can qualify for the best pricing available if they pay their bill on time for consecutive monthsIn order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due datePayments posted after the hour window will reset the monthly counterRegretfully, Ms*** does not qualify for Smartphone Equality as she has not had months of consecutive on time paymentsT-Mobile records confirm on February 15, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Grand Prime handsetAt the time of purchase Ms*** was asked to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $Typically, customers are required to remit the down payment at the time of sale; however, as a courtesy to Ms***, T-Mobile agreed to bill the down payment of $to her accountUnfortunately, T-Mobile is unable to split the down payment up once billed to the accountAlthough T-Mobile considers the down payment valid, our records confirm that we have credited a total of $toward the down payment mentioned aboveIn regards to Ms***’s concerns about receiving a corporate discount, T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis program, which has been grandfathered, allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment or affiliation on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedPlease note Ms*** is enrolled in the T-Mobile Advantage Program, but as referenced above she does not receive a monthly discount on her rate planT-Mobile regrets any confusion regarding our T-Mobile Advantage ProgramT-Mobile records indicate on December 13, 2016, Ms*** signed up for the $data feature to take effect on January 10, As part of a limited time promotion Ms*** was offered three months of free dataPlease note Ms*** did receive credits in the amount of $each on January 21, 2016, February 21, 2016, and March 12, 2016, for the three months of dataIn an effort to amicably resolve this matter, on March 18, 2016, T-Mobile applied a credit in the amount of $to Ms***’s account which covers the remaining portion of the down payment which has not yet been creditedThe account now reflects a remaining balance of $60.44, which consists of her monthly recurring charges from March 7, 2016, through April 6, Please note that on March 18, 2016, T-Mobile contacted Ms*** and apprised her of our findings mentioned above and presented the credit outlined which she accepted 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, INCZachary S*** Executive Response

June 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 May 27, 2016, regarding the above-referenced accountWe regret that Mr*** was not satisfied with our latest response to his concernsOn July 9, 2013, Mr*** activated his T-Mobile accountShortly thereafter on July 26, 2013, Mr*** contacted T-Mobile’s Customer Service department to advise us that that his handset was stolen, at which time he requested that we suspend his servicesPlease note that we do not have record of Mr*** requesting to cancel his accountHowever, on September 23, 2013, as we did not hear back from Mr*** T-Mobile canceled his line of serviceOn May 26, 2016, T-Mobile contacted Mr*** and informed him that as we had no request to cancel the line, the balance in full was considered valid and owedHowever, on this day we offered to close the account and consider the balance paid in full should Mr*** remit payment to T-Mobile in the amount of $Please note that Mr*** declined this offer, and therefore the past due balance of $remains valid and owedHowever, in an effort to amicably resolve this matter, on June 3, 2016, T-Mobile contacted Mr*** and offered to credit the balance of $to which he accepted as a full resolution to his concernsIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMr*** should allow approximately days for this information to be reflected on his credit reportMr***’s account remains canceled with a zero balanceT-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, INCTaylor B*** Executive Response

March 14, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Account No***To Whom It May Concern:T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated February 28, 2018, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr***, we have been able to resolve this matter to his satisfaction.T-Mobile regrets any concerns Mr*** experienced regarding his T-Mobile account. T-Mobile records reflect that on October 12, 2017, Mr*** regrettably cancelled his T-Mobile account by transferring his mobile numbers ending in 5820, 9104, and to a new wireless provider. Mr***’s billing cycle ran from the 10th of one month to the 9th 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, Mr*** was billed through November 9, 2017.On November 10, 2017, T-Mobile sent Mr*** a final billing statement reflecting a total balance of $consisting of monthly access charges from October 10, 2017, through November 9, 2017, taxes and fees. Mr*** was notified regarding his outstanding balance through late notices in an effort to collect the debt prior to the referral of the account to a third-party collection agency. On April 7, 2018, after unsuccessful attempts to collect on the outstanding balance, Mr***’s account was referred to a third-party collection agency, Convergent Outsourcing Inc., with the outstanding balance of $163.55, which includes the previous balance owed of $130.84, and a one-time collection fee of $32.71.On March 5, 2018, T-Mobile contacted Mr***, and discussed his concerns. In an effort to amicably resolve the matter, T-Mobile issued an account credit of $130.84, which will waive the collection fee assessed of $32.71, leaving the account closed with a zero balance. T-Mobile agrees to instruct the outside collection agency to delete derogatory credit reporting and cease collection efforts. Please note the removal of derogatory credit reporting may take up to days to reflect on Mr***’s credit report. Pursuant to our conversation, Mr*** confirmed the matter is resolved and he has no further concerns. T-Mobile regrets any inconvenience to Mr***, and we appreciate the opportunity to address his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MobiLE USA, INC.Adrianne F*Executive Response

July 7,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 23, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountPlease be advised that we have made several attempts to contact Ms*** which have proven unsuccessful
T-Mobile regrets any concerns Ms*** has in regards to the insurance coverage on her *** handsetMr*** activated his T-Mobile account on April 15, 2017, and subscribed to the T-Mobile ONE All In two lines rate plan for $In addition, Mr*** subscribed to the optional JUMP! with Premium Device Protection for $monthly on the line ending in *** and Device Protection for $on line ending in *** for a total monthly recurring charge of $
On June 22, 2017, Ms*** contacted Customer Care stating that her handset was damaged and inquired on filing an insurance claimShe was advised that non-T-Mobile devices are not covered under Premium Device ProtectionPlease be advised T-Mobile offers an optional Premium Device Protection Plus $monthly feature that offers complete coverage of non-T-Mobile handsets; however Ms*** would have had to have added this feature within days of purchasing her phone
T-Mobile would like the opportunity to resolve Ms***’s concernsAt her earliest convenience she may contact me at the number listed below Monday through Friday 12:30pm to 9:00pm MST to further discuss her concerns
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 team
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
Christopher P***
Executive Response

May 8,
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 24, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulTherefore, we will make every effort to address Mr***’ concerns via this response
T-Mobile regrets any inconvenience Mr*** may have experienced with requesting and processing a Mobile Device Unlock for his iPhone On April 24, 2017, T-Mobile received notification from your office that Mr*** would like to request a Mobile Device Unlock on his iPhone Mobile Device Unlock codes are available to customers who meet our eligibility requirements
T-Mobile would like to assist Mr*** in his request but we need Mr*** to provide the International Mobile Equipment Identifier (“IMEI”) for the iPhone he would like a Mobile Device UnlockMr*** can reach me at the number listed below and I will be happy to resolve Mr***’ concernT-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
Carlos T*** 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 me
Sincerely,
*** ***

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 27, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms***’s satisfaction T-Mobile regrets any confusion that Ms*** experienced with the JUMP! deferred return. T-Mobile records indicate that Ms***’s mobile number ending in *** had an existing JUMP! On Demand (“JOD”) lease for a Samsung Galaxy Shandset from December 2, 2015. On December 14, 2016, Ms*** elected to use the JUMP! benefit and tradthe Samsung Galaxy S6. Since Ms***’s new handset was available in our retail location, we were able to take the trahandset and close the JOD lease associated with the Samsung Galaxy Shandset T-Mobile records indicate that Ms***’s mobile number ending in *** had an Equipment Installment Plan (“EIP”) started on December 9, for a Samsung Grand Prime handset. On December 13, 2016, Ms*** opted to use her JUMP! benefit and trathe Samsung Grand Prime and open a new EIP for a new Apple iPhone SE handset. At the time of the upgrade, the inventory for the Apple iPhone SE was not available and the order had to be shipped to Ms***. Since the handset had to be shipped to Ms***, we included a pre-paid return shipping label to Ms*** inside the box of the Apple iPhone SE and a set of return instructions for the Samsung Grand Prime handset was included in the boxWe regret if this information was not clear to Ms*** and we regret any inconvenience that she may have experienced. In an effort to amicably resolve this matter and as a gesture of goodwill, on January 29, 2017, T-Mobile closed the EIP for the Samsung Grand Prime handset and issued a credit to the account in the amount of $for the January equipment installment. T-Mobile did not request that Ms*** return the Samsung Grand Prime before closing the EIP; as a one-time courtesy. As of February 9, 2017, Ms***’s account reflects a zero balanceMs***’s current billing period ends February 16, and the next payment will be due by March 9, T-Mobile appreciates Ms***’s business and we regret any inconvenience that 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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

June 13,
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 31, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any inconvenience Ms*** experienced regarding our Handset Exchange program and the associated non-return fee on her accountT-Mobile records confirm that on February 5, 2017, Ms*** performed a handset exchange on her accountThe handset exchange order was device was delivered on February 13, Please be advised that in each replacement handset box, a set of instructions were provided to inform Ms*** on how to return her non-working equipment as to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time an exchange is processedOur records do not indicate that we received the non-working handset; as such, Ms*** was charged $for the non-return fee and applicable taxes
T-Mobile contacted Ms*** on June 5, 2017, and in effort to amicably resolve this matter T-Mobile has adjusted the non-return fee in the amount of $as one-time courtesy to Ms***Following the adjustment, Ms***’s account currently reflects a balance due of $Additionally, T-Mobile advised Ms*** that she has days to return the non-working handset as to avoid being reassessed the non-return fee by sending the device directly to:
Executive Response
Attention: Jamen F* Menaul BlvdNE
Albuquerque, NM
T-Mobile recommends that Ms*** requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms*** please include her account information within the box to ensure that she receives the proper credit upon receipt of the handsetPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms*** and the non-return fee will then be considered valid and owedPursuant to the subsequent conversation Ms*** advised this matter has been resolvedT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jamen F*
Executive Response

March 28, 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 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Mr*** experienced in regards to his phone line ending in ***T-Mobile records indicate that on February 24, 2016, phone number ending in *** was successfully ported over to T-MobileOur records show that on March 12, 2016, Mr*** contacted T-Mobile and indicated that his phone number was having issues with a third party service registrationT-Mobile filed a ticket with in an attempt to resolve this matterBefore the ticket was completed, on March 18, 2016, Mr*** ported phone number ending in *** to another companyAs such, we were unable to complete our investigation into his concernsOn March 23, 2016, T-Mobile spoke with Mr*** and advised him that if he decides to transfer his number back to T-Mobile, he can contact Customer Care at 800-937-8997, or myself directly at the number listed belowAdditionally, T-Mobile offered to adjust Mr*** bill, which will be due on June 22, 2016, in an effort to amicably resolve this matterMr*** agreed to this offer as a resolutionAs this bill has not generated, T-Mobile will follow up on Mr*** account prior to the due date of June 22, 2016, to adjust the charges associate with this billBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCCesar R*** Executive Response

May 11,
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 1, 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*** experienced regarding her accountOur records confirm that Ms*** activated her account on October 15, 2015, and currently has two active lines of serviceOn September 13, 2016, Ms*** contacted Customer Care to purchase two Apple iPhone handsets for her lines of service, using our Equipment Installment Plan (“EIP”) programEIP 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 monthly installmentsAt the time of Ms***’s purchase, T-Mobile offered a limited-time promotion that offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an EIP and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsCustomers who tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If a customer chose the iPhone GB Plus model there was a cost increase of $Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase
All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseRegrettably, our records confirm that Ms***’s electronic signature was not received for the September 13, handset orderAs such, the order was cancelled, and no payments were processedOn October 6, 2016, Ms*** purchased two Apple iPhone handsets at a T-Mobile retail locationMs*** was required to remit a down payment of $99.99, plus taxes for the full cost of the handsets at that timeMs*** tradan Apple iPhone and an Apple iPhone handset at that time, for a total tracredit of $Our records confirm that this tracredit was applied to the handset down payment and taxes at that timeHowever, it is important to note that the above-referenced promotional offer was no longer available at the time of Ms***’s October 6, handset purchaseAs such, Ms*** was not eligible for the monthly promotional credits
However, in an effort to amicably resolve Ms***’s concerns, on May 8, 2017, T-Mobile closed the EIPs for the Apple iPhone handsetsAs such, Ms*** will no longer be billed monthly for the handsetsMs***’s account remains active, with a zero balance at this timeT-Mobile regrets any inconvenience Ms*** 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

June 28,
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 13, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience to Ms*** due to billingT-Mobile records indicate that on January 27, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung OnEIP 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 monthly installmentsAccordingly, Ms*** was asked to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $T-Mobile records show that on March 1, 2017, Ms*** qualified for and took advantage of our EIP offering again with the purchase of an LG AristoMs*** was asked to make a down payment in the amount of $and agreed to a series of monthly payments in the amount of $All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments
T-Mobile records confirm that Ms*** has opted into the T-Mobile One All in promotionThis plan provides two lines for $per monthIn addition, Ms*** has the $handset protection feature on both lines ending in *** and Ms***’s line ending in has a Name ID feature that is $per monthMs***’s monthly recurring charges total be $plus any EIP payments
Please note that T-Mobile does provide customers the option to suspend a line for being lost or stolen to allow our customers to have the peace of mind that the device that is missing or stolen is not being used on the account and to prevent any surprise chargesPer Ms***’s request, her service for line ending in *** was suspended from May 20, 2017, to May 25,
Please note that Ms*** will continue to be billed as while the line is under the lost or stolen suspension
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 calls to Customer Care
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedT-Mobile regrets 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
Lauren L*** Executive Response

April 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 April 13, 2017, regarding the above-referenced accountOur records indicate the account holder of record is *** *** *** and that Mr*** has been designated as an authorized user
T-Mobile regrets any concerns Mr*** experienced regarding accessories billing to his accountT-Mobile records indicate on September 14, 2015, an LG Tone headset, Apple iPhone headphones, and Beats headphones were purchased on our Equipment Installment Plan (“EIP”) when Mr*** visited a T-Mobile retail locationOn September 16, 2015, an Apple iPhone Lifeproof case was purchased on EIPAdditionally, on September 30, 2015, an Apple iPhone case, an Apple iPhone cable, and a Bluetooth speaker were purchased on EIP
Please be advised, T-Mobile reviewed our promotions being offered in our retail stores during the timeframe the accessories were purchased, and our records do not indicate T-Mobile offered accessories for free via monthly bill creditsT-Mobile regrets any inconvenience to Mr*** on this matterHowever, in an effort to amicably resolve this matter, T-Mobile ended the EIP’s for the accessories and Mr*** will no longer be billed the monthly accessory charges
Additionally, T-Mobile offered Mr*** a refund in the amount of $which covers all EIP charges billed to Mr***’s account since September T-Mobile respectfully declines Mr***’s request for compensation in the amount of $5,
Pursuant to a conversation with Mr***, he indicated that he does not want any credit applied to his T-Mobile account until he has received a response to your office from T-MobileAs requested, credits have not been applied to the accountT-Mobile asks Mr*** to contact me at the number below within days from the date of this correspondence should he wish to accept the offer of credit in the amount of $T-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
Jennifer G*** Executive Response

Complaint: ***
I dont feel the issue is resolved for a few reasons 1) T-Mobile has been unable to rectify the issue with RETURNED warranty claims as ive been recharged 2) T-Mobile has been unable to find the contracts for both devices, which I would need for the retrieval of the two devices from apple otherwise they are considered "abandoned" as of 4/7/

Complaint: ***
Please reopen my case, T-Mobile were talking to me for weeks to get this issue resolved, but the stop talking to me for about month, I have been calling them and leaving voice mails and they don't answer or return the calls
T-Mobile told me that the claim was legal, that they will send me the money but they haven't send me anything
Thank you
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January 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 January 22, 2016, regarding the above-referenced accountT-Mobile regrets that Ms*** is dissatisfied with our January 18, responseAs indicated in our previous response, our records confirm that on January 5, 2016, Mr*** utilized our Equipment Installment Plan (“EIP”) program with the purchase of a Samsung Galaxy Core Prime handsetIncluded with Mr*** purchase was 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 their device via T-Mobile’s Handset Exchange ProgramAlternatively, Mr*** can replace his device through 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 damagePlease note that the handsets sent as part of the Handset Exchange Program may be new or like-new, and do not include accessories such as the battery, back cover, or chargerOur records confirm that on January 15, 2016, Mr*** contacted our Customer Care team and processed a Handset Exchange Program replacement order for his Samsung Galaxy Core primeAdditionally, on January 15, 2016, Ms*** spoke with our office, and was sent a like-new Samsung Galaxy Shandset, with the condition that the Samsung Galaxy Core Prime would be returned to our office in good working order no later than February 15, Upon speaking to Ms*** on January 26, 2016, she has confirmed the receipt and successful use of the Samsung Galaxy Shandset that was sent from our officeMs*** also confirmed that the Samsung Galaxy Core Prime that was received via the Handset Exchange Program has been returned to T-Mobile, and the original Samsung Galaxy Core Prime has been returned to our office as requestedA credit of $for the cost of the shipping to our office was issued to Mr*** account on January 15, Additionally, on January 26, 2016, a courtesy credit of $was issued to Mr*** accountMr*** account remains active, with a credit of $T-Mobile regrets any inconvenience Mror Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

Complaint: ***
I am rejecting this response because:The matter has been solved thank you very much
Sincerely,
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