T-Mobile Usa Inc

August 17,
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 August 6, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’s concerns have been address to his satisfaction
T-Mobile regrets the concerns that Mr*** may have experienced with his accountOur records reflect that Mr*** activated his service on September 30, 2015, with one line of serviceMr*** was subscribed to the Simple Choice North America Unlimited Talk, Text for $plus applicable taxesAdditionally, Mr*** subscribed to the unlimited data feature for $
Please be advised our records do not reflect any calls made to T-Mobile to request cancellation of Mr***’s aforementioned accountTherefore, Mr*** continued to be billed monthlyIt is important to note that the last payment T-Mobile received from Mr*** was on May 22, 2017, for $Our records confirm that on July 12, 2017, Mr***’s account was suspended for non-paymentPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date
Nevertheless, on August 15, 2017, as a courtesy and upon speaking to Mr*** T-Mobile has agreed to remove the balance owed of $Pursuant to Mr***’s request T-Mobile as also cancelled his account effective August 15, T-Mobile regrets any inconvenience caused 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
Sharon B***
Executive Response

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & ***ern 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 30, 2017, regarding the above-referenced accountT-Mobile records confirm that Ms*** has been designated by *** ** *** *** as an authorized user on the account. T-Mobile regrets that Ms*** had concerns with the Signal Booster non-return fee and with the referral of the account to a third party collection agencyPlease note that the Signal Boosters are T-Mobile owned devices. However, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account. T-Mobile records indicate that we provided two Signal Boosters to *** ** *** *** on July 17, 2014. On April 19, 2017, the account was cancelled when the mobile voice lines of service were transferred to another service provider. Please be advised that when the account was cancelled, T-Mobile sent two return kits with separate tracking numbers to the address of record. After 30-days, T-Mobile records indicated that the Signal Boosters were not returned and a $non-return fee was charged to the account for each Signal Booster. After 60-days, if a customer does not return the equipment, the non-return fees are no longer eligible to be credited. T-Mobile records do not indicate that the Signal Boosters were returned within 60-days from the date of cancellation. Nevertheless, on July 6, 2017, T-Mobile issued a credit to the account in the amount of $for one Signal Booster that has been marked as returned. Please be advised that as of September 12, 2017, T-Mobile records do not indicate that we received the second Signal Booster On August 17, 2017, T-Mobile transferred the account to AmSher, a third party collection agency for the remaining balance of $for one Signal Booster. As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee. The amount of a collection fee is determined by the amount of the past due balance. On August 17, 2017, a collection fee in the amount of $was charged to the account, which brought the account balance to $ As a gesture of goodwill and in an effort to amicably resolve this matter, on August 31, 2017, T-Mobile issued a credit to the account in the amount of $for the non-return fee. In addition, T-Mobile instructed the third party collection agency to credit the collection fee of $93.75, which was credited to the account on September 1, 2017; the account remains closed with a zero balance. T-Mobile also instructed the collection agency to have any reporting to the credit bureaus that is associated with this account deleted. Please note that it may take up to three business days for the third party collection agency to update their records and it may take up to 90-days for the credit bureaus to update their records T-Mobile regrets any inconvenience to *** ** *** ***, and Ms***, and we also appreciated their business for the past three years. 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

May 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced accountPlease be advised that we have made several 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 any concerns Mr*** experienced with his billing and we appreciate the opportunity to review and address his concernsMr*** subscribed to our now grandfathered T-Mobile ONE taxes excluded rate plan which provided him with unlimited talk, text, and 4G speed data for $for one line of servicePlease be advised that with T-Mobile ONE, Mr*** receives a $monthly bill credit for each voice line of service that he subscribers to as long as he is enrolled in our optional AutoPay feature
Please note that Mr***’ account is on our ‘bill current’ billing system, which means that he is billed for services in advanceMr***’ billing period begins on the 19th of each month and runs through the 18th of the following month
On January 19, 2017, Mr*** was sent a billing statement in the amount of $for service from January 19, 2017, through February 18, 2017, additional services, EIP charges and taxesThen on February 16, 2017, Mr*** activated and additional line of service and his rate plan was changed to our T-Mobile ONE taxes included rate plan for $for two lines of service
Thereafter, on February 19, 2017, Mr*** was sent a billing statement in the amount of $which consisted of service charges for two lines of service from January 19, 2017, through February 18, 2017, as a result of the previous rate plan changeAdditionally Mr*** was billed service charges from February 19, 2017, to March 18, 2017, additional services, EIP charges and taxesDue to an inadvertent error, Mr***’s account was not rerated and his account was not credited for the service charges from January 19, 2017, through February 18,
Mr*** contacted T-Mobile on March 10, 2017, and was advised that his account would be automatically adjusted by the following bill statementAdditionally, pursuant to Mr*** request, his account was schedule to change to our promotional All In T-Mobile ONE taxes included rate plan for $for two lines of service
Please be advised that on March 19, 2017, Mr*** was sent a billing statement in the amount of $which consisted to service charges for two lines of service from March 19, 2017, through April 18, 2017, and additional servicesAs Mr*** account was not rerated, T-Mobile issued a credit in the amount of $130.00, on May 19, 2017, and as a result, Mr*** account reflects a credit balance in that amountT-Mobile regrets any inconvenience to Mr*** and should he have any additional questions he may contact me directly at the phone number listed below
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
Robert R***
Executive Response

June 5,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 23, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience that Mr*** may have experienced regarding his T-Mobile billing and appreciates the opportunity to respond to his concernsPlease be advised that on March 3, 2017, Mr*** activated the mobile number ending in *** and subscribed to the T-Mobile ONE Tablet, promotional rate plan, which for $75.00, provides unlimited data at up to 4G/LTE speeds depending on device capability
This same day, Mr*** elected to purchase an Apple iPad Pro 32GB tablet in silver utilizing T-Mobile’s Equipment Installment Plan (“EIP”)Mr*** remitted a down payment in the amount of $plus applicable taxes on the full retail cost of the tablet and agreed to a series of monthly installments in the amount of $Please note that should a customer elect to terminate their services prior to the completion of the monthly installmentsthe remaining balance will be accelerated to the final billing statement
As of the time of Mr***’s purchase of the new Apple iPad Pro for use on the mobile number ending in *** T-Mobile provided a day return period which allowed him to return to the device for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseOur records confirm that on March 14, 2017, T-Mobile records indicate the iPad Pro was received at our return warehouse
On May 2, 2017, a credit in the amount of $was applied towards the cost of the iPad Pro 97, which resulted in a final balance of zeroAdditionally, our records reflect that Mr*** elected to cancel his services for the mobile number ending in *** on May 19, At this time, Mr***s account remains closed with a zero balanceT-Mobile regrets any inconvenience this matter has caused 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 844-213-ext***
Very truly yours,
T-MOBILE USA, INC
Melyssa G***
Executive Response

December 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 November 30, 2016, regarding the above-referenced 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 Mr***’s recent contacts with our Customer CareT-Mobile regrets any inconvenience that Mr*** may have experienced with his recent ordersT-Mobile records reflect that Mr*** purchased an LG Ghandset on July 17, for the mobile number ending in *** and an LG Ghandset for the mobile number ending in *** on July 30, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his devicesDuring the Limited Warranty period, Mr*** was eligible to receive an advanced replacement of his devices 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 damageOur records reflect that Mr*** participated in the Limited Warranty exchange program on the following dates: • On August 27, 2015, for the mobile number ending in ***, • On April 12, 2016, for the mobile number ending in ***, • On April 20, 2016, for the mobile number ending in ***, • On June 8, 2016, for the mobile number ending in ***
Please note that the Limited Warranty on both of the handsets mentioned above has now expired and therefore Mr*** is not eligible to receive an advanced replacement of his devices via T-Mobile’s Handset Exchange ProgramT-Mobile records indicate that on November 28, 2016, Mr*** placed an order for a System Identifying Module (“SIM”) card and requested that this order be shipped to him with overnight deliveryPlease note that Mr*** remitted a payment for this order in the amount of $which consisted of the overnight shipping fee and applicable taxesIt is important to note that shipping information provided to customers at the time an order is processed is always approximate, and orders may be subject to backorder or delivery delays based on the available supplyAdditionally, at the time an order is processed, a Customer Care representative may not be able to disclose the status of the handset or in this case SIM card, as it is determined through the order fulfillment department at the T-Mobile National Return Center (NRC)Please be assured that T-Mobile strives to process handset orders in a timely fashion and appreciates Mr***’s feedback regarding his recent SIM card order experiencePlease be advised that on November 30, 2016, T-Mobile applied a credit to Mr***’s account in the amount of $to reimburse the charge for the SIM card orderAdditionally, T-Mobile applied a credit in the amount of $for the inconvenience that this matter caused Mr***In an effort to amicably resolve this matter, on December 9, 2016, T-Mobile applied an additional credit in the amount of $to Mr***’s accountPlease note that Mr***’s account currently remains open with a remaining balance due on December 11, in the amount of $This balance consists of monthly access charges for service provided from November 19, to December 18, 2016, and all applicable taxes and feesMr*** may contact Customer Care directly at 1-800-937-to discuss payment optionsFurthermore, on December 9, 2016, T-Mobile ordered Mr*** an LG Ghandset for the mobile number ending in ***Please be advised that this handset is being provided to Mr*** at no additional cost to him and will include a one-year Limited Warranty provided by the manufacturerWe regret any inconvenience to Mr*** and appreciate his businessBased 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 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** Executive Response

February 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 28, 2018, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account. Additionally, please note upon contacting *** ***, we confirmed that he and *** *** are one and the same. T-Mobile regrets any concerns Mr*** experienced regarding his new Apple Watch S3. Our records confirm on January 25, 2018, Mr*** purchased an Apple Watch Sand activated a new line of service ending in 6833. It is important to note that mobile number ending in was activated on an Apple DIGITS Promo, which is free for three months and $thereafter.Our records show on January 26, 2018, Mr*** contacted T-Mobile regarding ongoing concerns of his Apple Watch Snot functioning. Please be advised Mr*** is currently within the return period to return the Apple Watch S3. Please also note on January 27, 2018, T-Mobile offered Mr*** a courtacy credit of $for the concerns, which he declined. Regrettably T-Mobile was unable to reach Mr*** to discuss the matter further and as necessary continue appropriate troubleshooting. We would like the opportunity to resolve this matter amicably with Mr***; therefore, he may contact me at the number below. 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.Carolina F*Executive Response

July 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated July 1, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Ms*** concerns to her satisfactionWe regret to hear of the billing concerns that Ms*** experiencedAccording to our records, Ms*** contacted Customer Care on March 29, 2016, to pay the balance for her monthly charges as well as the final balance on her Equipment Installment Plan (“EIP”) for the Samsung Galaxy AvantMs*** made a payment of $The payment covered the monthly charges from March 23, 2016, through April 22, Unfortunately our records do not support that Ms*** also requested to have the services cancelled; as such the service remained active and continued to incur chargesMs*** was sent a billing statement dated April 22, 2016, consisting of monthly charges for April 23, 2016, through May 22, On May 12, 2016, Ms*** remitted payment in the amount of $Our records further reflect that on June 30, 2016, Ms*** contacted Customer Care to inquire about the recent statements that she receivedIt was at this time that the representative advised Ms*** that the account was still active and currently had a balance due of $for monthly service charges from May 23, 2016, through July 22, Even though, it is T-Mobile process to cancel the services at the end of the billing cycle, the representative cancelled the service immediately, on June 30, 2016, as requested by Ms***Although, it is T-Mobile’s position that Ms*** was billed accordingly, we have confirmed that there was no usage following March 29, 2016, as such, in an effort to amicably resolve her concerns, we have issued a credit for $205.20, leaving the account closed with a credit balance of $Please note that on July 5, 2016, T-Mobile contacted Ms*** and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfactionAs such, T-Mobile has issued a refund for the credit balance to be mailed to Ms***’s address on fileMs*** should expect to receive the refund within seven to ten business daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCChristina S*** Executive Response

August 16, 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 3, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr*** which have proven unsuccessful. Therefore, we will make every effort to address Mr***’s concerns within this response T-Mobile regrets any inconvenience Mr*** may have experienced regarding the above-referenced account and we appreciate the opportunity to address his concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 Customer Care. T-Mobile records indicate that on January 19, 2014, Mr*** activated his account and that on December 9, 2015, Mr*** leased a Samsung Galaxy Note handset on a JUMP! On Demand (“JOD”) lease agreement at the total price of $plus applicable taxes and fees. At the time of signing, Mr*** was required to remit a capital cost reduction payment in the amount of $99.99; and he agreed to a series of 18-monthly lease installment payments in the amount of $28.50. Upon completion of the lease agreement, Mr*** had the option to either return the handset or purchase the handset for the Purchase Option Price (“POP”) of $plus applicable tax. Upon completion of lease agreement, Mr*** was responsible for returning the handset to the original place of purchase. However, Mr*** elected to keep the handset and accordingly was charged the POP in the amount of $on the June 23, 2017, billing statement Nevertheless, as a gesture of goodwill and a means to amicably resolve Mr***’s concerns, on August 11, 2017, T-Mobile applied a one-time courtesy account credit in the amount of $to cover the cost of the POP; and resulted in a balance of $due on August 15, 2017. If Mr*** has any questions or concerns regarding the account, or the above listed information, he may contact me directly at the number listed below. 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 attention. Should 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

July 29, 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 July 18, 2017, regarding the above-referenced account. Please note that *** *** is an authorized user on the business account *** ***. T-Mobile is happy to report we have resolved this matter to Mr***’s satisfaction T-Mobile sincerely regrets any inconvenience Mr*** has experienced since switching T-Mobile. 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 In regards to Mr***’s concerns about being reimbursed for his charges from ***, Mr*** is referring to T-Mobile’s #GetOutoftheRed promotion that began on May 31, 2017. Please note the offer is that customers who port their mobile numbers over to T-Mobile, bring a qualifying device, enrolled in T-Mobile’s $Premium Device Protection (“PDP”) feature, and submit their reimbursement application within days qualify to receive a reimbursement for their equipment charges from ***. Regretfully, T-Mobile records indicate that Mr*** did not add the PDP feature nor did we receive any application for reimbursement. As such Mr*** does not qualify for the #GetOutoftheRed promotion. T-Mobile regrets any confusion regarding this offering In regards to Mr***’s concerns regarding his equipment being damaged. T-Mobile has no record of Mr*** requesting to add the PDP feature when he activated his account on March 9, 2017. T-Mobile records confirm that the PDP feature was added on July 18, 2017, to the mobile number ending in 3069. Please note that the PDP feature can only be added within days from purchase of a new device to be effective. T-Mobile regrets if Mr*** was told otherwiseIn an effort to amicably resolve this matter, on July 19, 2017, T-Mobile agreed to allow Mr*** to email a copy of his *** billing statement to ***@t-mobile.com and upon receipt and verification T-Mobile will reimburse Mr*** the charges associated with his Apple iPhone device. Furthermore, T-Mobile has also agreed to credit Mr*** the charges to repair his Apple iPhone device screen through Apple up to $175.00. T-Mobile has also requested he email a copy of his receipt for verification prior to applying the adjustment. Upon speaking with Mr*** he accepted this as resolution Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Zachary S*** Executive Response

Complaint: ***
I am rejecting this response because: when I chose T-Mobile to be my provider, I was sold a plan that allowed unlimited data roaming in both Canada and the USA I had been on the plan for a while, and T-Mobile encouraged me to add my children for a family planI explained my kids' situation, being that they attended school in Canada and came home on the holidaysI was advised by the sales associate at the store, that as long as my kids were in the USA at least once in a month period, the plan would work for themSlowly I signed my kids to my planThey have been on this plan now for years, never having any issues until now I was mislead by the sales associate and T-Mobile and feel cheatedAgain this plan has worked for all of us until nowWe have never had any warnings of cancellations for the years we were using this plan until recentlyI was sold on a plan that would allow for unlimited international roaming and that plan worked for us for years until now Now, two of my kids plans have been cut offI signed up for a plan that did not deliver on what was promised I feel cheated and misleadI am not happyprovided unlimited data roaming within noth Canada and the USA The sales associate many months later, convinced me to add family members I was very upfront on my kids' situation, that all four attend school in Canada and come home for holidays, home being ArizonaI was assured that as long as my kids register on a US tower at least once in a month period, then the plan would work for themI had this plan almost a year before I gradually signed up my kidsMy kids have been on this plan for years, and it was only now that we receive a text advising us of the cancellation due to excess roaming in CanadaAgain, I was sold a plan that I was encouraged to have my children under, and was assured the plan would benefit my kids knowing they were full time students in Canada, returning home to Arizona on holidaysMy kids were with me when the sales associate in the store say, that as long as my kids are registered on a US network at least once In a month period, there would be no issuesI am not happy with their response and of my kids accounts are now cut off I feel I have been mislead, and taken advantage ofI have had this plan for years now, as have my kids, and it was working well until now There is absolutely no way it took TMobile years to figure out we were using too much international roaming until nowI feel cheated
Sincerely,
*** ***

August 3,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr*** ***, and that he has designated Ms*** *** as an authorized user of the account
T-Mobile regrets any concerns that Mr*** may have experienced in regards to our Carrier Freedom program and appreciates the opportunity to respondT-Mobile is delighted that Mr*** chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier familyAs Mr*** is 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 offerPlease note that the reimbursement is paid in two separate payments with the first being a traamount and the second towards the prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balancePlease note that T-Mobile does not reimburse for services rendered by the prior carrier
T-Mobile records indicate that on March 24, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) of*g with the purchase of an Apple iPhone 32GBMr*** remitted a down payment of $and agreed to 24-monthly installments in the amount of $At the time of purchase, Mr*** elected to trade in an Apple iPhone Plus which, upon receipt, would result in a trade in credit of $Please note that at this time T-Mobile has not received the trahandset
As Mr*** has met all of the qualifications for this promotion with the exception of the trahandset being received, he was approved to be reimbursed a total amount of $As such, on July 12, 2017, a refund was issued in the amount of $via a pre-paid card to the address of recordT-Mobile records confirm that on July 20, 2017, Mr*** was offered a total credit of $should he meet the full terms of the program
It is important to note that as Mr*** still retains possession of the Apple iPhone Plus, the tracredit has not yet been applied
In an effort to amicably resolve Mr***’s concerns, upon speaking with him on August 1, 2017, T-Mobile will allow Mr*** to return the handset and receive a tracredit of $as originally quotedThe return address is listed below and the handset must be returned by August 17, In addition, a one-time courtesy credit of $was issued to his account, resulting in an updated balance of $which is due on August 7, T-Mobile regrets any inconvenience to Mr***
T-Mobile USA Inc
Attention: Carlos T***
Menaul BlvdNE
Albuquerque, NM
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

November 6, 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 30, 2015, regarding the above-referenced accountT-Mobile is pleased to report Ms***’s concerns have been resolved to her satisfactionPlease know that T-Mobile takes allegations of employee misconduct, customer privacy and account security seriously and we regret any concerns Ms*** experienced regarding her accountReview of the account confirms that on June 27, 2015, pursuant to Ms***’s request *** *** was added to her account as an authorized userT-Mobile records indicate that on October 24, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a two accessories at a T-Mobile retail storeEIP 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 installmentsBased on a promotion at the time of Mr***’s purchase, he was not required to make a down payment; however, he agreed to pay $11.55, which is for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $5.83, which will appear on the first bill following the purchase of the deviceIt is T-Mobile’s position the EIP balance if valid and owedFurther records confirm that on October 26, 2015, *** *** was removed from Ms***’s account as an authorized user pursuant to her requestAs a courtesy and in an effort to amicably resolve this matter, upon T-Mobile’s conversation with Ms*** on November 4, 2015, T-Mobile closed the EIP and agreed to follow up to credit the EIP balanceMs*** advised her concerns have been resolvedT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCLizette C*** Executive Response

February 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter
We regret any coverage issues Mr*** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There 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 availability.
T-Mobile records confirm that on June 19, 2015, that Mr*** financed an iPhone under our Equipment Installment Plan (“EIP”). At that time, Mr*** was required to make a down payment of $294.00. When Mr*** contacted our Customer Care team on January 6, 2016, there was a remaining balance owed on this device of $252.11. At that time T-Mobile credited the remaining balance owed as a gesture of goodwill based on his concerns and also allowed Mr*** to retain the device. Additionally, on January 6, 2016, we ordered a replacement device, an iPhone 6S, for Mr*** which also required a $down payment on a new EIP. This down payment was billed to the account as an additional courtesy as per our policy, down payments are required to be made at the time of purchase.
The current balance on the account is $which includes the $down payment billed to the account for Mr***’s new device as well as monthly services charges and applicable taxes
Please note that in an effort to amicably resolve this matter, while outside of the return period, if Mr*** is dissatisfied with our service and would like to return the iPhone 6S, he may return the device to the following address by March 26, 2016:
*** *** *** *** *** *** *** *** *** ** *** ** ***
Upon receipt of the device, we will credit the $down payment billed to the account and close and credit the associated EIP. Furthermore, we would extend an additional courtesy to Mr*** if he returns the device of refunding the $down payment made on the original device purchased which T-Mobile has allowed him to keep without paying the remaining balance owed. This would be issued as a prepaid MasterCard which would be produced and mailed by Citibank in approximately 10-days from receipt of the device. If Mr*** would prefer this amount be credited to the remaining balance on the account, he may contact me directly at the number below to make this request
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
David T***
Executive Response

Complaint: ***
I am rejecting this response because:They claim I am not the user of the account which is a lie. It was my account set up online, my phone #, and my plan. The entire account is in my name so how do they figure I am a third party I don't see how the account was not mine. I even had a pin# to the account set up by me. It was a credit card that belonged to my ex wife that was used to pay MY account but it was not her account. This is an example of how T-Mobile has people working for them that have no idea on what they are doing which is why I left them in the first place. If T-mobile needs to see my account it should still be active for another days as they refused to credit the card in question.
Sincerely,
*** ***

September 19, 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 15, 2016, regarding the above-referenced accountPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’ recent interactions with Customer CareT-Mobile records indicate that on August 25, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdge 32GB handsetEIP 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 agree to a series of monthly installments in the amount of $It is important to note that the down payment was billed to Ms***’ accountT-Mobile records indicate that the Samsung Galaxy SEdge 32GB handset was returned to T-Mobile on August 30, 2016, and on September 5, 2016, T-Mobile applied a credit to Ms***’ account in the amount of $for the down paymentAdditionally, T-Mobile removed the EIP associated with the Samsung Galaxy SEdge 32GB handsetIn regards to Ms***’ request to be refunded in the amount of $for repair costs for damages sustained on a handset, T-Mobile asks that Ms*** send a valid sales receipt for the repair costsThe requested documentation can be sent to the following email address to my attention at [email protected] within days from the date of this letterThis may also be sent to my attention at T-Mobile USA, Inc., P.OBox 37380, Albuquerque, NM or faxed to 505-998-Upon receipt, T-Mobile will review this matter further and apprise Ms*** of our findingsBased 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, INCChristopher R*** Executive Response

Tell us why here
January 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
*** *** *** ***
*** *** *** ***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 9, regarding the above-referenced account
We regret any inconvenience Ms*** experienced with her billing statementsT-Mobile records indicate that Ms*** subscribed to our T-Mobile ONE rate plan for $monthly for two lines of service and an additional line of service at $per month not including taxes or applicable feesOur T-Mobile ONE plan provides unlimited voice, messaging and high-speed data serviceAdditionally, the plan includes our Simple Global feature, which gives discounted calling and free unlimited text and data when customers travel to Simple Global countries
It is important to note that on Ms***’s January billing statement, she was charged $1,for 1,minutes of international calls at a rate of $per minute plus applicable taxesAs a gesture of good faith, on January 14, 2016, T-Mobile offered Ms*** a re-rated discounted of $per minute bringing the new amount to $T-Mobile then applied a one-time courtesy bill credit of $Ms*** was advised of and agreed that she would be responsible for all future international calls and their corresponding charges
Please be advised that on November 22, 2017, Ms*** called into Customer Care requesting assistance with turning off her data roamingAt that time, Ms*** stated she was in Tunisia
T-Mobile records indicate that Ms*** was then assessed charges for international calls on her December billing statement in an amount of $Ms***’s Simple Global feature discounted the calling rate to $per minute to Italy instead of the standard rate of $per minute
On November 26, 2017, T-Mobile records confirm that the line of service ending *** was transferred to another service providerOn December 24, 2017, the line of service ending *** was transferred to another service provider leaving the account active with line of service ending *** which was canceled along with the account on January 8, Ms***’s current balance of $1,consists of monthly service charges, international usage charges, equipment charges, taxes and applicable fees is the billing dates from December 10, 2017, to February 9,
In an effort to amicably resolve this matter and as a gesture of good faith, T-Mobile offered Ms*** a bill credit of $Unfortunately, Ms*** declined our offerMs*** account reflects pending adjustments for equipment charges in the amount of $102.81, which will reflect on her February billing statement bring her account balance to $It is T-Mobile’s position that the charges are valid and owedT-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 *** *** ***

April 26,
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 account
T-Mobile regrets any concerns Mr*** *** experienced in regards to his non-working handsetT-Mobile records confirm that on August 20, 2016, Mr*** *** activated a Puerto Rico postpaid account with one voice line of serviceAt the time of activation, Mr*** *** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an LG GSilver handset
Please note that by purchasing T-Mobile equipment, Mr*** *** receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** *** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
As Mr*** ***’ account is active in a Puerto Rico market, for security purposes, T-Mobile requires all transactions, including Limited Warranty Exchanges to be processed through T-Mobile’s Puerto Rico Customer Care department or retail storesAdditionally, handset exchanges must be shipped to an address located in Puerto Rico
T-Mobile records confirm that Mr*** ***’ billing address reflects a Puerto Rico address while his Eaddress reflects an Ohio addressT-Mobile has advised Mr*** *** that in order to ship to an address in Ohio, he must update his account market and billing address to reflect that of the Ohio addressIn turn, Mr*** *** will be required to update his rate plan to reflect that of one available in the U.Sas Puerto Rico rate plans are not compatible with U.SmarketsMr*** *** has declined this optionTherefore, as T-Mobile is unable to process Mr*** ***’ exchange, Mr*** *** has been referred to the manufacturer of his handset LGMr*** *** may process a Limited Warranty Exchange directly through LG by contacting them at 800-243-T-Mobile regrets any inconvenience to Mr*** ***Should Mr*** *** wish to update his account to a U.Smarket, billing address and rate plan, he may contact me at the number listed below
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
Diana J***
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
As per T-Mobile's response, I would like to make clear is that I did not submit my *** my closing/ending Statement to T-Mobile as stated on October 28, 2015, I provided/mailed that documentation on August 13,
Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that part of this resolution is satisfactory to meWe appreciate the issue of the $left to pay for the phone being resolved and credited to our account when the phone is received in the mail by T-MobileThe only other thing we ask is to not have to pay for service for the days that our phone was brokenOur payment for this pay period (August - September 20) is due September 13, 2015, for a total of $The phone broke August 29, 2015, yet we have to pay for the whole month of serviceFor this pay period, we only had a working phone for one week (August - August 29) and feel we should only have to pay for that week of service instead of the whole monthAnd we have to leave the account open until the company receives the broken phone and adds credit to the account for the $so that we can finally cancel the service.We brought this issue to the attention of the T-Mobile employee who is helping us (Alberto) and he said we have to pay for all the days until the service is cancelledI feel it is not fair to have to pay for service we didn't use for a broken phoneIf T-Mobile only charges for the one week of this billing cycle that the phone actually worked, then the resolution will be completely satisfactory.Sincerely, *** ***

September 21, 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 15, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any coverage issues Ms*** 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 availabilityIn Ms***’s correspondence, she indicates that she is interested in upgrading to the iPhone Please note that in order for customers to be eligible for equipment upgrade, their account must be currentOn September 20, 2016, as a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for monthly access charges from July 9, 2016, through September 8, Ms***’s account currently reflects a balance of $for monthly access charges from September 9, through October 8, As of September 20, 2016, Ms***’s account is no longer past due and she is eligible to perform an equipment upgradeT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response