T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you!!Sincerely, *** ***

August 31, 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 23, 2016, regarding the above-referenced accountWe regret any inconvenience Mr*** or his son has experienced recently regarding his accountIn an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patternsWe strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needsThis assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customersUpon careful review of the usage on Mr***’s mobile number ending in *** prior to cancellation; over several months, T-Mobile found that the majority of the usage was not on the T-Mobile networkIn accordance with the Terms and Conditions of Mr***’s service, T-Mobile elected to discontinue the service for mobile number ending in *** as of August 22, However as we understand the importance of Mr***’s mobile number and the fact that Mr***’s son will be returning to the U.Swithin daysT-Mobile has agreed to reinstate Mr***’s mobile number ending in *** effective August 30, We contacted Mr*** and advised him of this information and he is aware in the event his son will be traveling outside of the U.Sfor a long period of time he will contact T-Mobile to go over available options to avoid any issues in the futureBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCMercedes B*** *** 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
MrB*** is an exceptionally good / kind hearted personFrom our very first conversation, I knew he genuinely wanted to help solve the problem I was having with my account being charged inappropriatelyHe didn't "sugar coat" anything and admitted that the mistake was made by the T-Mobile representative and he not only corrected the problem but went above and beyond my expectationsI am very happy with the resolution provided by MrB*** and very much appreciate his honesty and business ethicsAgain my heartfelt thanks to MrB*** and Revdex.com for helping me with this matterWithout Revdex.com, I would be dealing with this issue for a very long time and, likely, wouldn't have had favorable outcome Sincerely, *** ***

July 27,
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, 2015, regarding the above-referenced account.
As stated in our previous response dated July 2, 2015, T-Mobile records indicate that on April 6, 2015, Ms*** activated service with the traof a handset from her previous service provider. Upon cancellation from Ms*** previous provider, she received a final bill totaling $for her remaining Equipment Installment Plan (EIP) balance. The maximum travalue of the Ms*** handset totaled $
Our records confirm that, at that time, Ms*** purchased an iPhone handset through our EIP program. Accordingly, Ms*** was required to make a down payment of $plus taxes on the full retail cost, and agreed to pay installments of $beginning on the first billing statement. At the time of Ms*** purchase, the above-referenced travalue was applied toward Ms*** down payment.
In order to honor T-Mobile’s current promotion a second payout was issued via prepaid MasterCard in the amount of $98.59. The second payout satisfies the final bill from the previous carrier in the amount of $415.59.
Furthermore, upon reviewing Ms*** Carrier Freedom submission, Tracking ID* *** T-Mobile has confirmed that Ms*** was provided with the above-referenced information at the time of her submission approval. Therefore, it is T-Mobile’s position that all credits and reimbursements have been correctly applied and we decline to take further action regarding this matter.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms*** on July 23, 2015, T-Mobile applied a $credit toward Ms*** EIP for the above-referenced iPhone 6. Pursuant to our conversation with Ms***, her concerns have been fully resolved. 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 the address below or *** *** ***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response

August 29,
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 18, 2017, regarding the above-referenced account
T-Mobile regrets that Mr*** was not satisfied with our previous responseAs previously stated in our response to your office, there were multiple payment arrangements between the dates of February 25, 2017, to July 25, 2017, utilizing www.MyT-Mobile.comPlease be advised, at the time Mr*** set up the payment arrangement, he would have entered his bank information and he was required to accept the terms and conditions of the automatic paymentAdditionally, as a courtesy, T-Mobile sent confirmation of the payment arrangement set as well as sent a reminder text message three days prior, to the mobile number ending in 3609, with the amount of payment to be withdrawn, the last four digits of the bank account information and date the payment would be processedT-Mobile records do not indicate any calls into our Customer Care with concerns regarding the payment arrangements prior to the amount being deducted
Please be advised that the Federal Trade Commission (“FTC”) has a process in place for consumers who are disputing bank transactionsThe bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directlyAdherence to the FTC process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the FTC to track identity theft occurrences and keep the public informed on new scamsAs such, Mr*** is advised to dispute the charges with his bank
T-Mobile records indicate that on April 4, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S PlusEIP 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 installments
The EIP with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may matheir current handset to the T-Mobile Return Center for a credit that is then applied towards the open EIP balance
T-Mobile records confirm that the tradevice was not received at the tracenter; as such the tracredit was not issued to the accountMr*** remains responsible for his initial EIP for the Apple iPhone 6S Plus device, as well as the EIP entered into on October 17, for the new Apple iPhone 7Plus device
The Family Allowances feature, available at a cost of $per month, enables customers to establish Parental Line Controls for all subscribers on an accountThese controls allow the customer to manage limits such as usage of minutes and messages, numbers that can be called, numbers that the user can receive calls from, the time of day the handset can be used, as well as and premium services blockingOn April 24, 2017, per Mr***’s request, the Family Allowance feature was added to the account for $per month along with the free Scam ID featureOn August 8, 2017, upon speaking with Mr***, the Family Allowance feature was removedAs a courtesy to Mr***, T-Mobile applied a one-time courtesy credit in the amount of $for the monthly charges for the Family Allowance feature covering the dates of April 25, 2017, through August 8, As of the date of this letter, Mr***’s account remains active with a balance 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 844-213-ext***
Very truly yours,
T-MOBILE USA, INC
Melyssa G***
Executive Response

Complaint: ***
I am rejecting this response because: This months bill is again at $Plus these fools still owe me for overpaying in December and JanuaryI am past the waiting of 1-billing cyclesCredits are not being applied and I am not calling in every month
Sincerely,
*** ***

I was Contacted by tmobile who apologized for the situationSaid they would be doing an internal investigation about the matter but couldn't discuss details with meThey also offered a $credit toward my bill I accepted the $creditI accepted the apology

Complaint: ***I am rejecting this response because: I am not understanding where is $ or $ 128.20 coming fromI last paid my bill on July 4,According to both my records and Tmobile's record, the last date the phone was used was Aug6,
MrA*** also mentioned that " there was usage up until the date of suspension due to non payment" That is not what the phone details is showing if I am understanding what he is talking aboutMy bill was a monthly $I repeat, the phone was never used after Aug6,To charge me for services that I did not use does feels unfair to me
I did gave MrA*** a call back, but he was not around, which tells me, that as I am busy ( full time job and with two kids with disabilities) He is busy as well, that I understandI did tried to settle this matter over the phone with the "Customer Service?"
in the past but I was transferred from one person to the other many, many times, I hope that MrA*** understands my frustrations as well
That is why I have found that Electronic mailing should be utilized in settling this matter , I don't understand the calling and waiting and being transferred to multiple personnel which ending still in an unresolved issues hours later
Sincerely,** *** ***

November 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 November 19, 2016, regarding the above-referenced accountT-Mobile regrets any equipment order concerns Mr*** has experiencedT-Mobile records confirm that on October 4, 2016, Mr*** took advantage of our JUMP! On Demand lease program by selecting the iPhone Plus 128GB Jet Black handsetAt that time, Mr*** authorized a capital cost reduction payment of $to be paid by credit cardHowever, due to issues with the credit card provided, T-Mobile was unable to process the orderOn November 23, 2016, as a courtesy to Mr*** and in an effort to amicably resolve this matter, T-Mobile cancelled the above-mentioned order, placed a new order for the iPhone Plus 128GB Jet Black handset through JUMP! On Demand using a different credit card and applied a credit of $to the account for monthly access charges from November 9, through December 8, Mr***’s account currently reflects a credit balance of $T-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, INCWilliam B*** Executive Response

March 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 March 4, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made attempts to contact Mr***, which have proven unsuccessful therefore we will make every effort to address his concerns within this letter
T-Mobile regrets any concerns Mr*** experienced regarding our promotionsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care
From November 18, through November 22, 2016, T-Mobile ran a promotion that offered customers who activated two additional lines of service on select rate plans, an additional two lines for freeCustomers must currently have two voice lines in order to get the two additional lines freeCustomers are charged the additional line charge per month and will receive an automatic monthly bill credit for the same amount making them freeCustomers must maintain their account in good standing with no interruption in service for non-payment in order to receive the monthly bill creditsPlease note it can take up to two billing cycles for customers to start receiving the promotional monthly bill credits
T-Mobile records indicate on November 20, 2016, Mr*** activated his T-Mobile account and subscribes to our T-Mobile ONE family rate plan for $per month for the first two lines of service with each additional line being $per monthMr*** also activated a Mobile Internet line on our T-Mobile ONE Tablet rate plan for $per monthAs Mr*** had active voice lines, he receives a discount on the Mobile Internet lineMr***’s account is billed by a system known as “bill current”This means that Mr***’s regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that serviceMr***’s billing cycle ran from the 21st of the month through the 20th of the next month
Please be advised customers who are enrolled in AutoPay receive additional discounts on their T-Mobile ONE rate plans while they remain enrolled in AutoPayAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerT-Mobile confirms Mr*** enrolled in AutoPay upon activation
T-Mobile currently offers a traprogram and customers may be eligible to trade in their device for credit towards a new equipment purchasePlease be advised, in most retail stores, a representative can evaluate a customer’s traand provide customers with a quote and credit instantlyThe representative will evaluate the customer’s device for qualificationIf customers agree to the terms, they will be able to hand in their old device and receive credit toward a new one on the spotT-Mobile records indicate Mr*** traded in three devices; two Motorola Droid Mini devices and a Motorola Droid Maxx deviceT-Mobile confirms we discussed a trade in of a Samsung Galaxy Jdevice, but Mr*** indicated he would like to keep this deviceMr*** received an instant trade in credit in the amount of $for the Motorola Droid Maxx device and a tracredit offer in the amount of $each for the two Motorola Droid Mini devices to the T-Mobile accountPlease note T-Mobile cannot return a device once the trahas processed
Upon activation, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Stylo Plus device for his line ending in *** and an LG Kdevice for his line ending in ***The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceOn December 21, 2016, Mr*** purchased on EIP two LG Stylo Plus devices for his lines ending in *** and ***
Please be advised, telecommunications service is taxed according to what is mandated by the customer’s Local, State, and Federal GovernmentsThis is determined by the address provided on the account, the mobile numbers assigned region, or the primary place of service useOn the shared Family plans, some taxes are calculated at the account level due to the rate plan; while others are billed at the number level, because each number is considered a separate access line and they can incur individual charges, such as international long distance fees or text messaging charges
T-Mobile confirms that Mr*** is being charged taxes based upon the demographic information provided at the time of activationT-Mobile offers a T-Mobile ONE plan with taxes included; however, Mr***’s account is set up through our T-Mobile ONE plan with taxes excluded and we regret any confusion on this matter
Mr***’s November 21, 2016, monthly billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from November 21, through December 20, On December 12, 2016, Mr*** received a credit in the amount of $for a tracredit and regret it wasn’t the $he was expectingOn December 14, 2016, Mr*** received a credit in the amount of $as part of the free additional line promotionThese credits brought the balanced to $On December 20, 2016, the AutoPay feature was removed causing Mr*** to no longer receive the AutoPay discount outlined above
The December 21, 2016, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 21, through January 20, On December 22, 2016, T-Mobile received a payment in the amount of $bringing the balance to $Please note this is the only payment T-Mobile has received and our records do not indicate we advised Mr*** to not make additional paymentsOn January 3, 2017, Mr*** activated an additional voice line of serviceOn January 20, 2017, Mr*** cancelled his Mobile Internet line
Mr***’s January 22, monthly billing statement included promotional bill credits in the amount of $These credits brought the unpaid balance to $The January 22, monthly billing statement included new charges in the amount of $for monthly access charges, monthly equipment charges, and fees and taxes for the billing period from January 21, through February 20, bringing the total amount owed to $
As Mr***’s account was past due, the free line promotion was not honored on the most recent monthly billing statementMr***’s account was partially suspended February 21, Mr***’s February 21, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for monthly access charges, monthly equipment charges, and fees and taxes for the billing period from February 21, through March 20,
Please be advised T-Mobile does not have record we discussed a $credit for the device trade-ins since activationT-Mobile would like the opportunity to speak with Mr*** regarding the account concerns and to gather more information on the $credit requestT-Mobile has suspended collection activity on the account through March 29, 2017, after which time the account would resume regular collection activity and any outstanding balance left unpaid may result in interruption of service or account cancellationT-Mobile requests Mr*** contact me at the number below no later than March 29, to discuss his concernsT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G*** Executive Response

December 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated December 20, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr***’s concern to his satisfactionT-Mobile regrets any concern to Mr*** in regards to his participation in T-Mobile’s Un-carrier iPhone Trade Up offerPlease be advised that from September 9, 2016, through September 25, 2016, T-Mobile offered customers who traded in a qualifying handset a free iPhone free after trade in credits and monthly Equipment Installment Plan (“EIP”) creditsEIP is a purchase option that T-Mobile offers customers to purchase equipment via equal monthly installmentsHowever, any orders from September 15, 2016, through September 25, required customer be subscribed to T-Mobile’s Un-carrier rate plan, T-Mobile ONET-Mobile records confirm that on September 9, 2016, Mr*** contacted T-Mobile Customer Care and placed an upgrade order for an Apple iPhone 32GB handset and an Apple iPhone Plus 128GB handsetOur records also confirm that Mr*** was trading in an Apple iPhone handset per order, which is a qualifying handset for the iPhone Trade Up offer, and would receive a $trade in credit towards the account per handset and would receive a EIP credit of $for months to provide a complete credit of $(equivalent to the MSRP of an Apple iPhone 32GB handset) and as Mr***’s account is not subscribed to T-Mobile ONE he regrettably does not meet the requirements for the iPhone Trade Up offerPlease note that on December 18, 2016, T-Mobile confirmed receipt of Mr***’s iPhone trade in that a prorated trade in credit of $was applied to the open EIP balance of his Apple iPhone 32GB installment plan leaving an EIP balance of $However, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile agreed to honor the iPhone Trade Up offer for Mr*** and credited the final EIP balance of the iPhone 32GB of $and transferred the difference of $over to the $credit that was applied to the iPhone Plus 128GB for a total credit of $Please note that the iPhone Plus had a total EIP balance of $which the credit of $cleared and left a remaining credit of $that was applied to Mr***’s account leaving a balance due of $by December 25, T-Mobile regrets any inconvenienceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCOscar T*** Executive Response

July 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 June 28, 2017, regarding the above-referenced account
T-Mobile regrets any account concerns Ms*** has experiencedIn an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patternsWe strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needsThis assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers
Upon careful review of the usage on Ms***’ account for line ending in *** over several months, T-Mobile determined that the majority of the usage has not been on the T-Mobile networkT-Mobile’s Terms and Conditions provide that a device must be used predominantly within the T-Mobile-owned network coverage areaIn accordance with the Terms and Conditions of service, T-Mobile elected to discontinue the service for mobile number ending in ***
In an attempt to mitigate any inconvenience to Ms***, on May 29, 2017, we provided her with an advance notice in order to allow her sufficient time to arrange to find a service provider in the areas that she most frequently uses her mobile phone servicesOur records indicate that the line ending in *** was cancelled on June 25, and the account did not incur additional fees to cancel
Upon speaking with Ms*** she indicated that the usage for her account would not be changing and she would likely continue to utilize the phone more than 50% outside of the T-Mobile networkAs such, Ms*** advised that she will be looking to transfer service to another providerIn an effort to amicable resolve the matter should Ms*** cancel service her final monthly access charges and applicable taxes would be creditedPlease note any open Equipment Installment Plans at the time of cancellation would not be adjusted and Ms*** would remain responsible for equipment charges
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
Jessica G***
Executive Response

December 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 December 4, 2016, regarding the above-referenced account.
We regret that Ms*** had any complications with her recent purchaseAccording to our records Ms*** contacted T-Mobile Customer Care on September 18, 2016, to preorder the iPhone plus with gigabytes (“GB”) of memoryHer order was processed and shipped through UPS and was delivered on October 19, At the time of Ms***’s upgrade of the mobile number ending in ***, T-Mobile provided a day buyer’s remorse period to all Oregon customers that allowed them to use the equipment to see if it met their needs. If the equipment was not acceptable, then Ms*** could return the equipment during that time. It is important to note that when returning the equipment, it must be returned through the original place of purchase, therefore, if the device was purchased through Customer Care and mailed to our customer, the device must be shipped back to receive a refund
Unfortunately, our records do not reflect that Ms*** returned the device during the return periodAlthough, it is T-Mobile’s position that she is now outside the return period, we have offered to allow her to return the device for a full refund and have emailed her a return label which can be printed at home to return the defective phone back for a full refundPlease note that it can take up to days to process her return and credit her account
Additionally, T-Mobile has assisted Ms*** with a purchase of a new iPhone 32GB through our Equipment Installment Plan (“EIP”) programAs Ms*** stated in her correspondence to your office she wanted to take advantage of the Black Friday promotion which ran from November 24, 2016, through November 27, The promotion was available to new and existing customers who changed to the T-Mobile ONE plan or who had the Simple Choice Unlimited with an unlimited data feature and traded in a qualifying fully owned Apple, Samsung or LG phone from any carrier could receive an iPhone 7, iPhone plus, iPhone 6s or iPhone Plus for a discounted price with monthly bill credits
Regrettably Ms*** did not qualify for the promotion based on the rate plan requirements; nonetheless, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has offered a credit in the amount of $to cover half of the cost of the iPhone purchased on December 9, Ms*** then agreed to a series of monthly installments in the amount of $13.55, which will appear on the first bill following the purchase
In regards to Ms***’s concerns with her mobile number ending ***In her letter to your office, she stated that she would like to also replace the device with a newer modelOur records reflect that Ms***’s purchased an LG Gon August 30, 2016, at a retail locationUpon speaking with Ms*** on December 9, 2016, she indicated that the phone was damaged therefore we are unfortunately unable to accept the device back as a return; however, at the time of purchase, Ms***’s subscribed to our JUMP! featureThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection (“PHP”) bundle with handset insurance and extended warranty, Mobile Security with Lookout and the benefit of traditheir current device on an EIP for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentAlthough Ms*** has not yet fulfilled the six months of enrollment, as a final courtesy T-Mobile has made her JUMP! eligible immediatelyPlease note that due to the physical damage on the device, she will be required to file a PHP claim and pay a deductible before credit of the remaining balance will be applied
Finally, regarding Ms*** mobile number ending 8095, our records reflect that on November 4, 2016, she contacted Customer Care to resume the services and also updated the System Identifying Module (“SIM”) cardShould Ms*** need to change the mobile number, she may contact me directly or call Customer Care to complete the change
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

Revdex.com:i thank Revdex.comb for fast resolution of my problemTMobile shouldliveup to its slogan of customer satisfactionTried sovhard to reasonwith them they had the products howcould they charge me?It is very disappointingHow do you fight such injustice and the stress it caused?Thank you Revdex.com more power and continueto be there for the small folks.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

April 12,
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 1, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** Monroy, and that he has designated *** *** as an authorized user of the account
Our records indicate that on May 22, 2016, MsAries upgraded to a Samsung Galaxy SEdge handset under an Equipment Installment Plan (“EIP”)By purchasing T-Mobile equipment, Ms*** receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of 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 like new 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
Additionally, as Ms*** indicated in her letter to your office that she took the phone to a Samsung retail location rather than contacting T-Mobile directly we are unable to guarantee the functionality of the repairs on the deviceAfter a review of Ms***’ account our records cannot confirm that the above handset was replaced by T-Mobile via our Handset Exchange programIt important to note that on March 24, 2017, Ms*** contacted our Customer Care regarding her handset issues and requested that a new handset be sent to her as a replacement through our Limited Warranty programPlease note that T-Mobile is unable guarantee a new warranty replacement through our Limited Warranty program
Nevertheless, in an effort to amicably resolve this matter and as gesture of goodwill, on April 4, 2017, T-Mobile has closed out the remaining EIP balance for Ms***’ Samsung Galaxy SEdge handset in the amount of $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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Cesar R***
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am happy of the final result as T-Mobile has now made the corrections on their endjust to clarify though, when I initialy bought my phone it was supposed to be a new phone, even though the local store handed me a refurbished phonejust wanted to make that clarificationhowever I am now 100% satisfied how this has now been corrected(providing me with a new phone which is what I had paid for) THANK YOU SO MUCH T-Mobile.Sincerely, *** ***

March 22,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 10, 2017, 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 letter
We regret Ms***’s concerns regarding her equipment charges and @Home serviceT-Mobile records indicate that on July 16, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Khandset and three accessories
Ms*** agreed to pay the taxes on the full retail price of the device and accessories and agreed to a series of monthly installments in the amount of $for the equipmentPlease note that between July 22, 2016, and August 31, 2016, T-Mobile offered eligible customers the opportunity to purchase an LG Kfor free after monthly bill creditsThis promotion is referred to as our Summer Smartphone On Us offerUnfortunately, Ms***’s purchase was made prior to the promotional period for this offerAs such, it is T-Mobile’s position Ms*** does not qualify for this offer and therefore her monthly EIP installments for the LG Kare being billed to her account correctly
Starting January 31, 2017, T-Mobile began notifying customers via mail who utilize our @Home service, which allows customers the ability to make calls via an internet connection on a separate phone line, that T-Mobile was making changes to our phone routing services to offer better call quality and more reliable serviceAs a result, on or after March 31, 2017, T-Mobile will no longer offer the @Home platformTo avoid disruption to customer’s services however, T-Mobile offered these customers including Ms*** the ability to obtain LineLink, which offers the same benefits enjoyed with @Home via a voice-ovadapterTo take advantage of obtaining LineLink, Ms*** may contact Customer Care to process an order for LineLink equipmentAs a courtesy to our @Home customers, Ms*** is eligible to receive LineLink equipment free of charge for a limited time
Upon review of Ms***’s account, on February 27, 2017, T-Mobile records confirm Ms*** ported her number ending in to another carrierPlease be advised however as the @Home line ending in and a newly activated line ending in *** remain active on Ms***’s account, Ms***’s above-referenced account remains active and will continue to incur monthly service charges and EIP installments charges
T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matterT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Kimo C***
Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 4, 2017, regarding the above-referenced account. T-Mobile regrets that Mr*** was not satisfied with our response to your officeOn April 10, 2017, T-Mobile worked with our Engineering team to identify enhancements in his areaUnfortunately, at the specific address provided we did not have any enhancements planned at this time but will have three new coverage sites planned for Madison, WI, later this year As Mr*** can imagine, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availabilityNevertheless, T-Mobile does offer Signal Booster’s at no additional cost to Mr***The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performanceIt is important to note that Signal Boosters are T-Mobile owned devices and if the services are cancelled, it must be returned Should Mr*** wish to take advantage of the Signal Booster, we ask that the primary holder, *** ***, contact T-Mobile Customer Care at 800-937-to order the device Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Christina S*** Executive Response

August 15,
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 1, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Ms***’s concerns have been addressed and resolved to her satisfaction
T-Mobile regrets any concerns Ms*** may have regarding her account billingT-Mobile records confirm Ms*** agreed to make future dated one-time payment in the amount of $69.02, which would be withdrawn on July 28, 2017, from her credit cardHowever, due to an inadvertent error some future dated payments that were scheduled for July 28, 2017, were not showing as processed causing customers to process a second paymentPlease note that this was the case for Ms*** and on July 29, 2017, Ms*** made a payment of $
Please be advised that T-Mobile has identified all customers with a duplicate payment and will refund the duplicate payment to the customer as soon as possibleOn August 2, 2017, in an effort to amicably resolve this matter, T-Mobile issued a courtesy credit in the amount of $to Ms***’s account which updated her account balance to $Ms*** was then advised that she should expect the funds to post to her financial institution within the next three business daysMs*** did not have any additional concernsT-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 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

March 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 March 24, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms*** may have experienced in regards to the Tax Time Switcher offer and appreciates the opportunities to respond to her concerns
Please note that from January 5, 2017, through February 28, 2017, T-Mobile offered an amazing Tax Time Switcher promotion for new and existing customers, such as, Ms***, who activated four new lines of service and ported in her numbers from another carrier on a qualifying rate planWith the activation and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan with an unlimited data feature, Ms*** was eligible to receive a $pre-paid MasterCard via mail in rebate for each eligible line when they met the aforementioned requirementsAdditionally, customers must submit for the rebates by going online to www.t-mobile.com/promotions within days of activation, enter the ported in mobile number and utilizing the code 17SWITCHERIt is important to note that the rebates will be mailed within eight weeks of submission
T-Mobile records confirm that as of February 16, 2017, Ms*** activated four lines of service and subscribed to the T-Mobile ONE Tax Included, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthAdditionally, customers are eligible for a $AutoPay discount for each line should they elect to enroll in that service
Please be advised that upon contacting T-Mobile Customer Care on March 25, 2017, Ms*** was advised that all of her mobile numbers that were activated on February 16, 2017, were approved on March 23, 2017, for the Tax Time Switcher promotion; however, rather than receiving four individual pre-paid MasterCard’s for $each she was mailed one pre-paid MasterCard in the amount of $in total to her address of recordPlease note that it may take up to seven to ten business days for receiptT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Shannon R***
Executive Response