T-Mobile Usa Inc

August 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile contacted Mr*** and addressed his concerns to his satisfaction Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail location and our Customer Care T-Mobile records confirm that on June 6, 2017, Mr*** activated an IndividuCredit Check account for Mobile Internet (“MI”) line of service and enrolled in our Simple Choice No Credit Check North America MI 2GB rate plan at $per month. At the time, Mr*** was required to pay $as a deposit. Please note, Mr***’s account was a postpaid account and as such it was billed in arrears On June 15, 2017, Mr*** cancelled his account and a prorated billing statement in the amount of $was produced. As Mr***’s $deposit was released onto his account, it covered the open balance leaving a $credit balance on his account. As such, on July 15, 2017, when Mr***’s refund was approved, it was in the amount of $in the form of prepaid card. Later, on July 28, 2017, T-Mobile processed Mr***’s refund for the difference of $to complete the $for his deposit, and was also provided in the form of prepaid card. However, on August 7, 2017, we received noticed from Mr***’s financial institution that the payment of $and $for purchased equipment was returned to T-Mobile unpaid and as such a charge of $for the returned payment was created and along with the returned payments, the total balance was of $86.33. On August 9, 2017, Mr*** replaced the payment of $and the charges of $and $were removed from Mr***’s account. Please note, prior to providing Mr*** with the credits, Mr*** may have been contacted that a third party collection agency known as Convergent Outsourcing & Collection Company of America (“EOS-CCA”) on behalf of T-Mobile. Please note that EOS-CCA collects past due balances on recently cancelled accounts to help customers, such as Mr***, resume service when possible and to avoid more severe collections activity while avoiding any impact on their credit history. In our conversation with Mr***, he confirmed he has received his deposit refund in full and accepted the explanation of the charges as well as EOS-CCA’s role in his account. We regret any inconvenience this matter may have caused. Mr***’s account remains cancelled with a balance of zero 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 Sal O*** Executive Response

February 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 4, 2017, regarding the above-referenced account
T-Mobile regrets any concerns with Ms*** regarding her T-Mobile account billingT-Mobile records indicate that on September 16, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus with 32GB of memory in rose gold for her mobile number ending in ***At the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $
Upon speaking with Ms***, she stated that she returned this handset to the store and they started on a new EIP for her with an iPhone Plus with 32GB of memory in gold on the mobile number ending in ***, which she states she does have
In regards to Ms***’s payments, on February 1, 2017, she made a payment to her T-Mobile account in the amount of $and on the same day a payment of $for the remaining EIP balance of her accessoryMs*** requested to have her payment of $refunded that she made for her final EIP and her EIP was reinstatedRegretfully, instead the payment of $was refunded as a result of overpaymentMs*** was advised that her payment in the amount of $will go towards her account balance and the charge for the final EIP payment will not be charged to her billing statement
In an effort to amicably resolve this matter, on February 12, 2017, T-Mobile closed Ms***’s EIP for the iPhone Plus with 32GB of memory in rose gold and applied a credit of $for the monthly EIPs paidAs of February 12, 2017, Ms*** has only three devices on EIP and she accepted this as a resolutionAs of February 12, 2017, Ms***’s account balance reflects a credit balance of $319.69, which includes credit for monthly EIPs paid and will go towards her next monthly account balanceT-Mobile regrets any inconvenience to Ms*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

May 30,
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 25, 2017, regarding the above-referenced account
T-Mobile regrets that Mr** feels that our investigation is not sufficient to resolve the concerns presented in his letter to your agency; however his newest correspondence provides no new information that would warrant reconsideration of our position regarding this matter
As mentioned in our correspondence to your office dated May 12, 2017, Mr**’s account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data Two Lines Included rate plan for $per month with mobile numbers ending in *** and ***Please note that the mobile number ending in *** is an add-a-line on the account and is charged an additional $per monthMr** also has a mobile internet line ending in *** which is subscribed to our Simple Choice North America MI GB rate plan for $per month
Please be advised that Mr** has an active Equipment Installment Plan (“EIP”) for an iPhone Plus 32GB handset under which he has remaining monthly installments of $per monthTherefore, Mr**’s estimated monthly recurring charges are approximately $plus applicable taxes and fees and including the Friends and Family lines On Us promotional bill creditsT-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
Aika A***
Executive Response

September 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 31, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experienced regarding his experience with upgrading his deviceT-Mobile records confirm that on August 27, 2014, Mr*** activated his Simple Choice No Credit (SCNC) accountUnder the eligibility requirements for zero down for All (Smart Phone Equality), Pay in Advance and SCNC accounts are required to have months of on-time consecutive paymentsThis program allows customers who are not eligible for well-qualified device pricing to qualify based on their payment historyAfter review of Mr*** account, T-Mobile has determined that Mr*** account does qualify for the Smart Phone Equality ProgramIt is important to note that Mr*** will be migrated to a postpaid account and migrate his mobile number to the new account and cannot change the mobile number for the first daysMoreover, T-Mobile has reached out to Mr*** local T-Mobile retail location and advised of his future visit to ensure that Mr*** concerns are resolved in storeT-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*** interactions with our Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCRuben A*** Executive Response

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I have over screens shots and proof through email as well as witnessesI'm not backing downNext step attorney general, if placed on my credit I will send all documents to them as well

Complaint: ***I am rejecting this response because: I have multiple chat sessions that show the reps discussed the condition of the device and we spoke about good condition phones and bad condition phonesI was never told that if my device was in less than perfect condition that I would not be eligibleRegardless of the policy of the offer, I should still be approved for my redemption request based on the information I was given by multiple t mobile employeesI had to fight tooth and nail to get the information I did, as the responses by many reps were quite vague and they were not willingly giving this info to me unless I was actually signing up for serviceI am not happy, I do not have the device back, and I have am outstanding bill with ***Please help me, as my financial standing is in jeopardy due to this ongoing issue. Sincerely,*** ***

January 25,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, 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 23, 2018, regarding the above-referenced prepaid number
T-Mobile regrets any concerns that *** *** has experienced regarding her prepaid accountPlease note that *** ***’s prepaid account was enrolled in AutoPay on December 22, AutoPay is a free feature that automatically deducts the balance owed on the account using a stored credit card, debit card or checking account supplied by the customerAs *** *** authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card providedTherefore, on January 22, 2018, the monthly renewal charge for days of service was automatically paid using Autopay
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.”
Nonetheless, in an effort to amicably resolve this matter, T-Mobile issued a credit totaling $to *** ***’s postpaid account number *** This credit left a revised balance of $on *** ***’s postpaid accountT-Mobile also closed *** ***’s prepaid account pursuant to her request*** *** accepted this as full resolution to her concernsT-Mobile regrets any inconvenience to *** ***
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 contact with our retail location and 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
Nicole C*** Executive Response

Tell us why here... February 15, 2018FILED ELECTRONICALLYBureau 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 February 5, 2018, regarding the above-referenced account. We regret that Ms*** has concerns with our previous response. Upon further review, in an effort to amicably resolve this matter, T-Mobile has honored the following offers for Ms***:• Remove the JUMP! feature, which provides customers the Premium Device Protection (PDP) on the lines of service ending *** and *** with a monthly charge of $12.00.• Issued a bill credit in the amount of $for the monthly charges accessed on the January billing statement. • Issued a bill credit in the amount of $for the monthly and prorated charges accessed on the February billing statement.• Issued a bill credit of $bringing account balance to $as of the date of this letter.Please be advised Ms*** has accepted the above outlined offersWe regret any inconvenience and appreciate Ms***’ business.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any questions, please feel free to contact me at 877-290-ext***.Very truly yours,T-MOBILE USA, INC.Rochelle M***Executive Response

June 1,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: Kendrick ***
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 20, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records confirm that the account holder on record is *** *** *** ***., and that they have designated MrKendrick *** as the authorized user for this accountWe are pleased to report that upon speaking to Mr***, we were able to come to an amicable resolution
T-Mobile regrets any concerns that Mr*** has experienced with his account with regards to coverageIn Mr***’s letter to your office, he indicates that he is not able to use service with his handset in or around his homeUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
It should be noted that upon review, the address listed in Mr*** letter to your office, T-Mobile has found that his area is served by our network with the following spectrums: LTE 700A MHz, LTE MHz, LTE MHz, and 2G; finally our records indicate that Mr***’s area is also served by our 3G and 2G technologiesFurther, Mr*** is utilizing an LG Vhandset which has access to all of the above referenced spectrumsAs a device is set up to automatically seek the strongest available signal, T-Mobile recommend that Mr*** perform a manual network selection on his device to set it only to the T-Mobile networkRegrettably, after all troubleshooting efforts were exhausted, Mr*** remained unsatisfied with the coverage in his area
Nevertheless, on May 23, 2017, T-Mobile extended the offer to allow Mr*** the option to cancel his services without having to remit payment for the billed charges for his monthly recurring charges from May 2, 2017, to June 1, 2017, in the amount of $159.73, which would result in a zero balance
Furthermore, in order to amicably resolve this matter, on May 23, 2017, T-Mobile offered Mr*** the option to return the LG Vhandset and Apple iPad Pro to our office utilizing the pre-paid mailing label provided to my attention at the following address within days of the receipt of this letter:
T-Mobile USA Inc
Attn: Belen L*** Menaul Blvd NE
Albuquerque NM
Upon receipt of the devices T-Mobile will credit the remaining amount owed on the EIP, for the total amount of $Please note that Mr*** agreed to pay off the remaining balance for the accessories in the amount of $345.71, which will appear on the final bill after the cancellation of the account occurs
On May 27, 2017, Mr*** performed a port out of his phone number ending in and the account was cancelled immediately followingT-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
Belen L*** Executive Response

February 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated January 31, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with his T-Mobile accountOn October 20, 2015, Mr*** participated in our JUMP! On Demand promotion for an iPhone 6S with 64GB of memory gray on his mobile number ending in ***JUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong networkMr*** was not asked to make an upfront capital cost reduction payment; however, he agreed to 18-monthly lease charges of $On September 16, 2016, Mr*** participated in our JUMP! On Demand promotion for an iPhone with 128GB of memory at a T-Mobile retail storeRegretfully, our T-Mobile store did not close the JUMP! On Demand for Mr***’s iPhone 6S when the handset was traded-inIn an effort to amicably resolve this matter, on February 1, 2017, T-Mobile closed Mr***’s JUMP! On Demand lease for his iPhone 6SIn addition, T-Mobile applied a credit of $for the monthly lease payments assessed toward the accountPlease note T-Mobile has applied monthly credits since October for Mr***’s monthly lease paymentsAs of February 7, 2017, Mr***’s account balance is $Mr*** accepted this as a resolutionT-Mobile regrets any inconvenience to Mr*** regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCLigia M*** Executive Response

April 21,
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 15, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** regarding his concerns with our Friends & Family Lines on Us and appreciates the opportunity to respond to his concerns
Our records reflect Mr*** attempted to take advantage of the Friends & Family Lines on Us offerPlease be advised that between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr*** is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account
T-Mobile records indicate on March 11, 2017, our promotional offers team reviewed Mr***’s accountAt the time T-Mobile found that Mr***’s account was not receiving his applicable Friends & Family Lines on Us monthly bill credits for his mobile number ending in ***As such, T-Mobile applied a one-time credit of $which represents the past two billing statements which Mr*** did not receive his Friends & Family Lines on Us additional line creditFurthermore, T-Mobile has ensured that Mr*** will receive his monthly bill credits associated with his line ending *** going forward
Lastly, Mr***’s Mobile Internet (“MI”) line ending in *** which was originally activated on November 18, 2016, as part of the Friends & Family Lines on Us promotional offer was changed to an On Demand line of service which is billed at $for the monthly access feeIt is important to note that as the MI On Demand is on the account with active voice lines it receives an automatic $monthly bill credit, making line *** free of charge
, In our review of Mr***’s account we have found that his eligible lines are receiving the applicable bill credits as part of his Friends & Family Lines on Us offer and that no further compensation is dueT-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
Martin G***
Executive Response

April 13, 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 April 7, 2016, regarding the above-referenced file numberPlease 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 accountsInvestigation of this issue has confirmed that *** *** is not an authorized user on the account which is associated with the mobile number he providedOn April 12, 2016, we contacted the account holder of record and they allowed T-Mobile to contact Mr*** regarding this issue and to complete a handset exchange at no cost as we advised we would offer to Mr***We confirmed no changes will be assessed toward the accountPlease note, T-Mobile provides customers with a one-year Limited Warranty on new handsets purchased from T-Mobile or T-Mobile authorized dealersDuring the Limited Warranty period, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or water damageThe terms of the express, written handset warranty is provided for all customers in the Terms & Conditions Return Policy Limited Warranty which is included in the box of the new handsetOn April 12, 2016, T-Mobile contacted Mr*** and confirmed that the ZTE Zdevice in question was outside of the 12-month warranty provided by the manufactuerer and honored by T-MobileHowever, as a courtesy to Mr*** and in an effort to amicably resolve this issue, we completed a handset exchange for the ZTE Zdevice at no costMr*** was advised the replacement device will be new or like-new and carries a 90-day warranty with T-Mobile from the date he receives itT-Mobile regrets any inconvenince this may have cuased 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, INCDaniel R*** Executive Response

June 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 May 27, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Mr*** has experienced regarding his accountT-Mobile records confirm that on January 6, 2017, a Change of Responsibility (“COR”) was completed, when the mobile number ending in *** was transferred to another account holderA COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account
Please be advised there was also a request to transfer the Equipment Installment Plan (“EIP”) for a Samsung Jpurchased on August 19, Although the mobile number ending in *** was transferred as agreed to by the other account holder, the transfer of the EIP was never agreed toAs a result, the remaining EIP balance for the Samsung Jdevice remained on Mr***’ account
If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled on April 1, 2017, the remaining EIP balance of $was accelerated and posted to the final billing statement dated April 20, It is T-Mobile's position that the remaining EIP balance is valid and owed
Nevertheless, in an effort to amicably resolve this matter, on May 31, 2017, T-Mobile applied the requested credit in the amount of $for the accelerated EIP charge for the Samsung JdeviceMr***’ account now reflects a remaining balance of $which is for the charges on the March 20, 2017, and April 20, 2017, billing statements
Mr*** can make a payment via electronic check or credit card, online, 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 his billing statement remittance slipT-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
Zachary S***
Executive Response

July 4,
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 21, 2017, from Mr*** *** regarding the above-referenced accountPlease be advised that the account holder of record is Mr*** ***, and that he has designated Mr*** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced regarding the accountOur records confirm that the account was activated on April 16, 2017, and currently has four active lines of serviceThree of these lines of service were portfrom another provider, including Mr***’s line of service ending in ***In Mr***’s correspondence, he indicated that upon completion of the poof his mobile number, he submitted documentation to participate in our Carrier Freedom reimbursement program
As Mr*** may be aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulIt is important to note, however, that as indicated in the terms of the program, the Carrier Freedom reimbursement is available one time to a single mobile numberFor example, if a customer ports their number to T-Mobile, then later decides to port their number to another provider, they are unable to receive the Carrier Freedom reimbursement a second time if they return to T-Mobile
Our records confirm that Mr*** previously ported in his mobile number ending in *** to T-Mobile on February 8, 2014, to his account number ***Upon completion of this port-in, Mr*** submitted documents for our Carrier Freedom programOn April 9, 2014, T-Mobile issued a reimbursement to Mr*** in the amount of $for the qualified chargesMr***’s mobile number ending in *** remained active until October 22, 2016, when he ported the number to another providerHowever, on April 26, 2017, Mr*** portthe mobile number ending in *** to account number ***, and used our EIP program to purchase an Apple iPhone Plus handset
A down payment in the amount of $was remitted, and the remaining balance was to be paid in monthly installments in the amount of $Mr*** tradan Apple iPhone Plus from his previous provider at that time, for a tracredit in the amount of $This tracredit was used to cover the device down payment and taxes, and the remaining $was applied to the account as a onetime bill creditMr*** submitted documentation for the Carrier Freedom program on May 27, As Mr*** had previously received a Carrier Freedom reimbursement for this line of service, on May 30, 2017, this reimbursement request was declined
However, in an effort to amicably resolve Mr***’s concerns, on June 28, 2017, T-Mobile reviewed the documents Mr*** submitted on May 27, 2017, and issued a reimbursement to Mr*** for the qualified device charges, minus the tracredit issued in the amount of $335.00, for a reimbursement in the amount of $This reimbursement has been issued to Mr*** in the form of a prepaid refund card, which has been sent to him via U.SMailMr*** can expect to receive this reimbursement within ten business daysT-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

December 18,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 14, 2017, regarding the above-referenced accountPlease be advised that *** *** and *** *** are one and the same
T-Mobile regrets any continued concerns that Mr*** has in regards to his refundPlease be advised that as stated in our previous correspondence to your office, on December 8, 2017, T-Mobile issued a refund to Mr*** in the amount of $1,for the return of his Apple iPhone X 64GB that was purchased on October 27, Due to an administrative error, Mr***’s refund got stuck in processing as such it had to be reprocessed
T-Mobile records confirm that on December 13, 2017, T-Mobile did process a refund to Mr***’s credit cardMr*** should allow three to five business days from December 13, to receive his refundT-Mobile anticipates that Mr*** will receive his refund no later than Wednesday, December 20,
In an effort to amicably resolve this matter, T-Mobile did supply Mr*** with a credit of $which left a revised account balance of zeroT-Mobile sincerely 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
Nicole C***
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 meI was very upset about what was happening but when I got the call from the Executive Office they took care of everything. Sincerely, *** ***

August 19, 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 accountT-Mobile records confirm that Ms*** is an authorized user on Mr***’s above-referenced accountFurthermore, we are pleased to report that we have resolved this matter to Ms***’s satisfactionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care departmentT-Mobile records reflect that on March 2016, Ms*** purchased a LG GhandsetBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring 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 damageT-Mobile records reflect that on August 8, 2016, a replacement handset order was placed for Ms***’s non-working equipmentPlease be advised that at the time of the order, the LG Ghandset was in a backordered status with orders being fulfilled as soon as stock becomes availableWe can understand the importance of having a working handset and regret any inconvenience that this may have caused Ms***In an effort to amicably resolve this matter, upon speaking to Ms*** on August 17, 2016, T-Mobile offered to send her a new Samsung Note handset to replace her non-working handsetAs a further courtesy to Ms***, T-Mobile removed the remaining balance on the associated Equipment Installment Plan for the LG Gin the amount of $It should be noted that Ms*** accepted this offer and agreed this has resolved the matter in fullThe above referenced account remains in an active state with a current balance of $81.85, which was due on August 11, 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, INCJames H*** Executive Response

October 18, 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 October 10, 2016, regarding the above-referenced accountT-Mobile sincerely regrets any inconvenience with regards to Ms***’s husband’s Samsung Galaxy Note T-Mobile records confirm that the handset was originally purchased April 30, It is important to note that Ms*** has mailed her damaged Samsung Galaxy Note to T-Mobile for our investigative purposes and as such we have adjusted the cost of the handset from the accountIn addition T-Mobile has replaced Ms***’s handset with a certified open box Samsung Galaxy Note 5, this handset was provided at no costMs*** has advised our offices that she considered this matter resolved to her satisfactionAgain, T-Mobile regrets any inconvenience to Mrand 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, INCJames G*** Executive Response

September 27, 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 September 16, 2017, regarding the above-referenced account. T-Mobile regrets any concerns to Ms*** with regards to our Smartphone Equality program. Please be assured that T-Mobile makes every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent conversation with our Customer Care Please be advised that our Smartphone Equality program allows customers to be eligible for well-qualified device pricing based on their payment history and tenureCustomers must pay their bill on time for consecutive months and fulfill a minimum of months of tenure to qualify for zero down best pricing. Please note that taxes are still applicable with the above offer Please note that Ms*** stated in her correspondence that she indicated that she was offered an Equipment Installment Plan upgrade with a down payment in the amount of $50.00, however, our records were not able to confirm this offer. Nevertheless, on September 18, 2017, in an effort to amicably resolve this matter, T-Mobile agreed to qualify Ms*** for our Smartphone Equality program. Ms*** has confirmed she is satisfied with the resolution. 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 Cesar R*** Executive Response Tell us why here

Complaint: ***
I am rejecting this response because: The advertisement was to get a "new" free line. T-Mobile sent me the SIM Card but refusing to give me an additional line free. MrH*** has not had any substantial communication with me regarding his decision to give me a telephone line I've been paying for for over years free. The advertisement was get add a line for free. I got the SIM CARD FOR THE FREE LINE BUT T-MOBILE DID NOT ACTIVATE THE LINE FOR FREE, T-MOBILE NEGLECTED TO UPGRADE MY SERVICE UNITL AUGUST 2017. THE FREE LINE WAS OFFERED AND WRITTEN AS AN ORDER ON 3/2/17. I THANK T-MOBILE FOR THE UPGRADE. BUT WHERE IS THE NEW LINE. I WANT A 6TH LINE AND I WANT IT FOR FREE AS ADVERTISED....OTHERWISE IT IS ADVERTISEMENT BY THIS GIANT VENDOR. PLEASE REVIEW T-MOBILE'S ADVERSTISEMENT. PLEASE NOTE THAT MRH*** IS NOT COMMUNICATING WITH ME AT ALL HE IS MAKING INTERNAL DECISION AND I HAVE NO IDEA WHAT T-MOBILE IS CHARGING ME FOR OR FOR THAT MATTER CREDITING ME FOR AS I HAVE NOT GOTTEN A ITEMIZED BILL FROM T-MOBILE.
Sincerely,
*** ***