T-Mobile Usa Inc

December 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 30, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Mr*** has experiencedFrom November 18, 2016, through November 22, 2016, eligible customers who already had, or activated, two voice lines on the T-Mobile ONE or Simple Choice rate plan could get up to two additional lines for freeCustomers will get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the accountPlease be advised that the bill credits for the two lines will be applied within two bill cycles of activationT-Mobile records confirm that Mr*** activated four lines of service on November 22, Accordingly, Mr*** qualifies for the above mentioned promotionHowever, since it hasn’t been two billing cycles since Mr*** activated service, the automatic bill credits have not been appliedThe first billing statement issued on November 24, 2016, reflected a balance of $due by December 16, 2016, and consisted of monthly access charges from November 24, 2016, through December 23, Please note that on November 30, 2016, a courtesy credit in the amount of $was applied to Mr***’ accountOn December 2, 2016, in an effort to amicably resolve this matter, T-Mobile issued an additional courtesy credit in the amount of $for monthly access charges from November 24, 2016, through December 23, As of December 6, 2016, Mr***’ account currently reflects a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response

Complaint: ***
I am rejecting this response because:The options provided by this business, don't resolve this issue at all. I don't want to use my jump, because that will make me owe on the new phone. Therefore I'll be stuck with Tmobile for the time of the new phone pay off. If I trade my phone in, and get a new one, there will be a new ballance on my account. I don't have enough faith in this company to be locked in for another year or twoThe option to bring my phone in and have them close my account isn't a reasonable offer either. I owe less that $on my current device. The value of that device exceeds 170, so I'll be loosing money if I go this route.3. Take the phone in and have them give me another refurbished phone doesn't work either. Again, my faith in this company has been compromised. I've done this three times already, and the devices they provide their customers with are in poor working conditions. When I brought this up to the customer service rep over the phone, she stated that they provide the phones, they can't promise it will work properly. That seems like the lack of effort on their part to insure costomer satisfactionI think it's intersting that Carlos didn't see it important to note that I told him the manager at my local store told me that after exchanges the company HAS to provide me with a new device. When I spoke to Carlos, he said there is no such policy. I'm not sure which one of them isn't telling the truth. However, when I'm told something by a representative of your company, it's up to them to stand by their word. If the rep told me wrong information, they should handle it with him, but do as I was told, other wise they would be lying to me. I provided Carlos with the location and the information about the manager, he said he will look into it, and I have yet to hear from him. The constant lying and promises are unacceptable. This is the second instance of that happening, and at this point, it's becoming sickening.
Sincerely,
*** ***

Complaint: ***
I am still waiting on this to be reopened as this is not complete and I am still dealing with the situation, and the response from the business is a Lie, they are just trying to make themselves look good, he even told me on the phone that there was no information given when the phones were ported outplease Help me out, I am having a hard time getting this guy to answer my phone calls and emails let alone respond t me -- *** ***

Complaint: ***
I am rejecting this response because:The customer servilack therof-has not been addressedI have tried times to return messagesfrom TmobileThey take days to retuning calls and always do so during work hours when I am unable to properly addread the situationMy handset is still not propel functioning and after the hours I have spent on their help line, in their storespective and trying to chase people in their corporate offices, I am more frustrated than when I filed my initial complaintI would sincerely advise anyone against doing business with this company based on the lack of customer service alone.
Sincerely,
*** ***

September 11, 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 28, 2017, regarding the above-referenced account. T-Mobile regrets any difficulties Ms*** has experienced with her monthly billing as well as equipment. T-Mobile records confirm that Ms***’s account has four active voice lines that are currently subscribed to the $Simple Choice Family Unlimited Talk and Text rate plan for four lines of service that includes 4GB of data at no additional charged until February 28, 2019, then will decrease to 2.5GB for the lines ending *** *** *** *** Please note that optional data features providing increased allotments of high speed data may be added for an additional cost, which Ms*** added the $Simple Choice Unlimited Data with 5GB SMHS on the line ending in ***. Ms***’s is also subscribed to the $Premium Handset Protection for the line ending in *** as well as a JUMP On Demand (“JOD”) lease agreement for an Apple iPhone 32GB device at a monthly cost of $Ms***’s estimated monthly recurring charges with equipment and applicable taxes are expected to be around $ T-Mobile is always working to improve its coverage, and we regret any service issues that Ms*** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms***’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. T-Mobile records further indicate that on July 31, 2017, Ms*** contacted Customer Care stating that she wished to upgrade to a new handset for the line ending in *** as the Samsung Galaxy 16GB handset had a physical damage. T-Mobile records reflect that Ms*** purchased the Samsung Galaxy S16GB handset on May 2, 2014. Please be advised that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Under 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 damageIt is important to note that the Ms*** was not subscribed to T-Mobile’s Premium Handset Protection (“PHP”) for the line ending in *** which would have provided extended warranty and PHP for her handset being used on the line ending in ***. T-Mobile has determined that Ms*** was provided correct information regarding the Terms and Conditions for replacement of her damaged device Upon review of Ms*** T-Mobile account, Ms*** has carried a past due balance as far back as April 7, 2017. Ms*** was assessed late fees and restore fees in addition to her monthly recurring charges as payment for the previous billing cycle was not received by the due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls on August 3, 2017. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms*** contacted Customer Care on August 3, 2017, Customer Care restored the service in effort to work with Ms*** until she was able to make a paymentAs the account was reactivated, the account was assessed a $restore from suspension fee for per line T-Mobile records indicate that on August 1, 2017, T-Mobile sent an Alcatel Go Flip device for the line ending in ***. T-Mobile spoke with Ms*** on August 30, 2017, and confirmed this device has since been sent back to T-Mobile In an effort to amicably resolve this matter T-Mobile has applied a credit in the amount of $to bring Ms***’s account current and to zero balanceThe next bill is set to generate on September 7, 2017, with a due date of September 28, 2017. In addition T-Mobile has ordered a new Alcatel Go Flip for the line ending in *** at no additional cost to Ms***. T-Mobile has confirmed with Ms*** as s satisfactory resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Amor M*** Executive Response

March 31,
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 23, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her T-Mobile account billingT-Mobile records confirm that on January 13, 2017, Ms*** agreed to a payment arrangement to pay two installments in the amount of $on January 20, and $on February 30, from her account number ending in ***On January 17, 2017, T-Mobile sent Ms*** a text message notification to her mobile number ending in *** that her scheduled payment of $from her account ending in *** was to be processed on January 20, On January 20, 2017, Ms***’s payment of $was rejected due to insufficient funds and the payment arrangement failedT-Mobile recommends that Ms*** process a free payment arrangement using her T-Mobile.com account or MyT-Mobile.com to avoid any discrepancies with her payment arrangements
On January 27, 2017, Ms***’s account was suspended for non-paymentOn January 28, 2017, T-Mobile restored Ms***’s account from suspension and placed a hold until February 1,
As of March 9, 2017, Ms***’s account is suspended for non-paymentMs*** has a balance of $581.83, which consists of her monthly access charges from November 20, through March 19, 2017, monthly Equipment Installment Plans (EIP), and applicable taxesThis amount is for four months of Ms***’s monthly recurring chargesOur records further indicate that T-Mobile applied a total of $for all of her restore from suspension fees plus applicable taxes during her last four months of serviceIt is T-Mobile’s position that Ms*** is being billed in accordance with her service and equipment
In an effort to amicably resolve this matter, on March 30, 2017, T-Mobile restored Ms***’s account from suspensionIn addition, T-Mobile offered Ms*** an Extended Payment Schedule (EPS), which will take her full balance of $and break it up into six installment charges of $for the next six months in addition to her monthly recurring chargesMs*** may contact me at the number provided below or email me at ***@T-Mobile.com by April 8, to accept this as a resolutionIf Ms*** chooses to remit payment, she may do so at MyT-Mobile.com, the MyT-Mobile app, or through our automated system by calling from her handset for the past due balance of $T-Mobile regrets any inconvenience to Ms*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

December 6,
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 November 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that the account holder of records is *** ***, and that he has designated *** *** as an authorized user of the account
T-Mobile regrets any negative experience Ms*** had at our retail locationPlease 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 visit to our location
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
William B*** Executive Response

December 12,
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 3, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we resolved Mr***’s concerns to his satisfaction
T-Mobile regrets that Mr*** had concerns regarding the amounts of his billing statements and data speeds. Mr*** has two lines of service and subscribes to our T-Mobile ONE Family Plan for $per month. Mr***’s mobile number ending in *** subscribes to the optional Napster UnRadio feature for $per month, Name ID for $per month and Premium Handset Protection (“PHP”) for $per month. Mr***’s mobile number ending in *** does not subscribe to additional features. Mr*** would receive a $per line monthly discount if he activates AutoPay. Mr*** also has two open JUMP! On Demand leases and five open Equipment Installment Plans (“EIP”) with the following equipment and accessories: LG Khandset, Apple Watch 42MM S Grey, iPhone 6S Plus Otterbox Defender case, LG P + Folio Case, LG Tone Pro Black, LG Vhandset on lease, Samsung Galaxy SEDGE Plus ZAGG Invisible Shield, Samsung Premium S Wireless Charging Pad, Samsung Galaxy SEDGE Plus TEVO Wallet, Beats Powerbeats 2, iPhone Plus Rose Gold GB handset on lease, JBL Clip Wireless Speak Bluetooth Headset, LG G Stylo BG Satin Case and a TM Micro USB Cable. Mr***’s equipment installments are $per month. Mr***’s monthly billing statement totals $per month prior to additional usage charges, extended payment arrangement installments, fees and taxes.
On December 6, 2016, T-Mobile issued a credit in the amount of $to Mr***’s account for the past due balance and he agreed to pay this balance over eight monthly installments in the amount of $75.38, which will be billed in addition to his monthly charges and equipment installment installments. Mr*** accepted this option on December 6, 2016.
When T-Mobile spoke with Mr*** on December 6, 2016, we offered to complete troubleshooting regarding his data speed concerns although he stated at that time that his services were working without issue and that troubleshooting would not be required. If Mr*** experiences any concerns with data speeds, he may contact us from an alternate number at 800-937-to request assistance
T-Mobile appreciates Mr***’s business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

Complaint: ***I am rejecting this response because:this guy is a con artist liarfirst he did not contact me about this until just today at 11:30am, making one phone call which I missed because I was asleep in bedBut hour later, he files his response to the Revdex.com reporting making not one, but 'several' attempts to contact meThe phone number and contact methods he has record his contact attempts, so I attached a screen shot of my Google Voice, which is the only method he used to contact me, showing his phone number called me only one time over the course of the last month.Plus I see him lying that I never signed up for the extra lineIn fact I tried two ways: I attempted to use the website to add a line, but the website refused to allow me to add another line for free without switching my plan to another planThe website attempts to switch me to T-Mobile One, without letting my keep my planSo I was not able to sign up through the website; so I switched to T-Mobile Facebook chat, and I provided the screen shotsNote the dates and times of my requestsInitially I requested the add a line at 3:10AM, but no T-Mobile chat representative responded until 5:37am while I was asleepI thought she had signed me up, because I told the chat rep at 3:37am that I wanted signed upI asked a question about switching to the T-Mobile One plan, because the website had tried to switch me to that plan, and I didn't know if it was compatible for my free lines I already hadThe rep kindly responded that I could switch to T-Mobile One no problem and keep my free lines.I did not receive her messages till 5PM when I woke up, and I had numerous tech support issues to resolveFirst the tech support agents had my account all jacked up multiple ways, documented in the text messages I still possessI signed up for two free lines in November - on the 22nd, but the system never registered the lines were free, so I was billed several hundred dollars extra, at $80/month for the two lines all the way till this day the recurrent charges appear on my billMy bill has sky rocketed from $160, to $because of T-Mobile errorsThat's not the only reason for my bill sky rocketing: T-Mobile did a promo in November during thanks giving, for $LG V20's and Galaxy SEdge's, requiring nothing but a trade in of a Galaxy SI traded in my Galaxy S5's, and the $30/mo bill credits never arrived, so I was billed over $a month just for those between November and February, when tech support was finally able to credit my account but rather than do it in bill credits, they used a lump sumHad they used bill credits on a monthly basis, and had I received credits for my free lines of $80/month, my bill would have been $160ishBut because it was a lump sum, the system kept my payments on the remaining $200/per device at $30/month, keeping my bill at $430, even though I owe only a hundred dollars now per device, it was supposed to be spread over months of payments where I paid a few dollars and T-Mobile paid the restAdditionally T-Mobile offered me $200/per line I ported, but the $dollars per line never arrived, until the end of February after tech support also got that fixed.T-Mobile acknowledges they had basically *** up my whole account and made me jump through hoops for months to get all this fixed, and it still wasn't fixed entirely; but I did get the $200/per line port in, I did get the lump sum for the phones, and they claim that by the end of March my free line credits will finally kick inHere is the comment T-Mobile even made when I requested to add this new line to my account on the 4th: "I see where you've been through quite a bit just to get the resolution that you deserve."Anyway I posted two screen shotsI had no idea this women Stephanie who stepped in or the guy before didn't get my new line addedI swear I ordered it, that's why I told the customer service rep "yes" when they asked if they should sign me upI don't see anywhere in the chat messages them inform me they didn't sign me up, so I thought they got itI didn't become suspicious until Monday when no orders showed up and I checked the chat messagenormally the representative is able to set the order up and get it going right there, no questions asked, once you say yes you want to sign upShe didn't even engage me in communication that she requested more info, or was working on signing me up, like she had signed me up.I don't get itOn top of that, I have been blocked out of a My T-Mobile account which for months they haven't reset after weeks of talking to themAdditionally multiple errors were encountered on free Fandango movie tickets I was sent, in which the fandango website spit out repeated errors, in which I was denied multiple movie tickets I was owed for $/ each with my account, normally $I filed numerous complaints about it with T-Mobile, and given all the technical issues with my account, it seems just they give me the free line.T-Mobile's Facebook Chat support guys did say it was technically possible they give me the free line now after March 6th 2017, but refused to, because they said they didn't believe the mistake was on their end, when it was given the evidence I provided of the chat log I think it's obvious it was their mistake in not setting the line up when I did the order/inquery with them.Sincerely,*** ***

May 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 May 14, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Ms***’s concern to her satisfactionT-Mobile regrets any concern to Ms*** regarding the collections process followed by the collection agenciesAfter a review of Ms***’s historical accounts, T-Mobile records confirm that on October 2, 2009, Ms*** activated the postpaid account number *** with the mobile number ending in ***On October 12, 2010, that mobile number was moved to her current above-referenced T-Mobile account where the line is still activePlease be advised that on October 12, 2010, when the line was moved over, Ms*** had a balance due of $for services from September 5, 2010, through October 4, On November 5, 2010, a final billing statement generated reflecting a now past due balance of $and current charges of $for prorated service form October 5, 2010, through October 12, 2010, leaving a total balance due of $Note the balance of $is for monthly recurring charges and taxes and fees for service from September 5, 2010, through October 12, 2010, when the line was active under account number ***As the account remained past due it was referred to Specialized Recovery Team on February 5, 2011, for collectionPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingIn the Un-carrier experience, on May 18, T-Mobile applied a credit in the amount of $to Ms***’s account *** leaving the account closed with a zero balanceT-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms***’s credit report to reflect the changeBased 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

Complaint: ***
I am rejecting this response because: I have yet to see the $credit on my bill Once I see that I will accept the response but I have been told too many times that the credit will be there and it hasn't appeared I was told it would show on my next statement, once I actually see it I am fine with closing this case The $credit did show Thank you for your assistance as I got a call the next day after filing this claim
Sincerely,
*** ***

October 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 2, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountT-Mobile is pleased to inform you that we spoke with Ms*** and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any frustration Ms*** has encountered with her equipment and with our Handset Exchange ProgramOur records confirm that on May 23, 2015, Ms*** purchased a new Samsung Galaxy SEdge for both numbers ending in *** and ***By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her devicesDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageCurrently, Ms*** is only eligible to receive the same model through our Handset Exchange ProgramNevertheless, in an effort to amicably resolve this issue, T-Mobile has mailed Ms*** a new Samsung Galaxy Note 64GB device for both of her above numbersMs*** has been advised that Mr***’s account will be billed $1,for the full cost of the Note devicesT-Mobile has emailed Ms*** a prepaid mailing label and instructed her to return the Samsung Galaxy Sdevices directly to my attention using the mailing labelThe Sdevices must be returned in good condition, without physical or liquid damage no later than October 24, Once the Sdevices are received we will waive the charges for the Note devicesBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at*** *** *** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response

September 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** & *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced accounts. T-Mobile is delighted that Mr*** chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr***’s concerns with our Carrier Freedom program and the status of his submissionPlease 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 confirm that on July 1, 2017, Mr*** applied for service and the account ending in was opened at that time. Our records indicate there was no usage or activity on this account and therefore the account was closed on August 25, T-Mobile records indicate that on August 25, 2017, Mr*** activated his account ending in ***, and subscribed to the T-Mobile ONE rate plan, which for $per month, provides one voice line of service with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability. It is important to note that T-Mobile records indicate that Mr*** has not submitted the necessary documents to be reimbursed for the Carrier Freedom program. Additionally, T-Mobile records do not indicate Mr*** was advised at any time that T-Mobile would take care of the submission of the documents as they are required to be provided by the customer. As Mr*** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer. These promotions, collectively known as Carrier Freedom, have been overwhelmingly successful. As can be expected, there are several eligibility requirements for the Carrier Freedom program of which some of these requirements were met and others were not. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a 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 balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. Our records reflect that Mr*** is on a qualifying rate plan, and purchased a handset from T-Mobile to be eligible for the Carrier Freedom program; however, Mr*** did not traa handset and has not submitted a final bill indicating the accelerated equipment balance. Therefore, pursuant to the Terms and Conditions of Carrier Freedom, Mr*** is not eligible for reimbursement at this time. Nevertheless, as Mr*** is within the Carrier Freedom allotted timeframe to take advantage of the program, T-Mobile offered to allow him to trade in a handset and provide a detailed bill indicating the accelerated equipment balance from his previous carrier for proper reimbursement. Mr*** may traa device at any retail location or via the www.T-Mobile.com website. Additionally, Mr*** may submit the necessary documents at www.switch2t-mobile.com to receive Carrier Freedom reimbursement. Should Mr*** have any questions regarding his account or the information provided above, he may contact me 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

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

April 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 6, 2017, regarding the above-referenced account. T-Mobile regrets that Ms*** still has concerns the refund from April 4, 2017. T-Mobile also regrets that we have been unable to reach Ms***. On April 4, 2017, T-Mobile approved a refund in the amount of $that was refunded back to her MasterCard ending in ***. The refund confirmation number is ***. Please note that the refunds may take up to three business days to be available from a customer’s financial institution. If Ms*** has not received the $refund as of April 10, 2017, she should contact her financial institution. In addition, if Ms*** has not yet received the refund, she may contact me on my number below and we can investigate this further for her 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

March 20,
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 c***pondence dated March 10, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr***’s concern to his satisfaction
T-Mobile regrets any concern to Mr*** in regards to his reimbursementT-Mobile records confirm that on March 1, 2017, Mr*** activated his above-referenced postpaid account and purchased two SIM card starter kits to use own devicesRegrettably, T-Mobile was unsuccessful in activate his devices and Mr*** ported his mobile numbers back to his previous carrier closing his T-Mobile account
Please be advised that SIM card starter kits are non-refundable after purchase however, as Mr*** was unable to activate his service T-Mobile agreed to refund him the cost totaling $upon their returnOn March 17, 2017, this refund of $was processed back to Mr*** credit card used for the purchase and should allow up to five days for the refundT-Mobile regrets any inconvenience and confirms Mr***’s account is closed reflecting a zero balance
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
Oscar T***
Executive Response

after after Consulting with a representative from T-Mobile, we were able to work out a satisfactory agreement between them and myself and I am pleased to close the matter at this timeThank you to T-Mobile for reaching out and addressing my concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

October 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 September 30, 2016, regarding the above-referenced accountT-Mobile has attempted to reach Ms*** but unfortunately we have been unsuccessfulTherefore, we will attempt to address Ms***’s concerns via this responseWe regret any concerns Ms*** has experienced related to payment arrangement optionsAn Extended Payment Schedule (“EPS”) is a payment arrangement that allows a customer to pay their balance off in monthly installmentsThe creation and maintenance of an EPS can only be administered by T-Mobile’s Financial Care departmentAccording to our records, on September 29, 2016, T-Mobile assisted Ms*** by creating an EPS wherein Ms***’s balance of $will be billed in installments of $on her next five billing statementsMs***’s account remains active with a balance of $which is due on October 21, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer CarePlease be advised that, in Ms***’s correspondence to your agency, she confirmed that her concerns regarding the JUMP! On Demand leasing program and equipment return have been previously resolvedShould Ms*** wish to further discuss her concerns she may contact me directly at the number belowWe regret 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, INCBrandon M*** Executive Response

July 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington *** *** *** *** *** *** ** *** 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 1, 2016, regarding the above-referenced accountPlease be advised that *** *** is an authorized user on *** ***’s T-Mobile accountT-Mobile regrets any Premium Handset Protection (“PHP”) concerns Ms*** has experiencedOur records confirm that Ms*** is using a non-T-Mobile branded iPhone deviceIt should be noted that while an unlocked iPhone from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked iPhone worked on our network; however, certain advanced features may work sporadically or not at allFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limitedOnce our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their deviceT-Mobile records indicate that on December 28, 2015, Ms*** added the PHP feature to her mobile number ending in Please note that Ms***’s PHP feature does not cover warranty exchanges on non-T-Mobile branded devices, such as the above-mentioned non-T-Mobile branded iPhone deviceOn July 5, 2016, as a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile agreed to replace Ms***’s non-T-Mobile branded iPhone with a T-Mobile branded iPhone 5s 32GB Gold device at no costMs*** agreed to return her non-T-Mobile branded iPhone directly to my attention within days of the date of this letter at: Executive Response Team Attention: William B*** *** *** *** ** *** ** *** Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $for the full cost of the replacement iPhone 5s 32GB Gold deviceT-Mobile recommends that Ms*** return the handset via a traceable carrier and request a tracking number when shippingMs*** should include the account information with the device to ensure proper account creditT-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 *** ext***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response

July 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, regarding the above-referenced accountAs previously indicated on our correspondence to your office dated May 28, 2015, on May 17, 2015, pursuant to Ms***’ request, T-Mobile removed the JUMP!insurance feature from the mobile number ending in ***In addition, a credit totaling $was issued for the prorated charges billed for the featurePlease be advised that when a customer subscribes to the JUMP!insurance feature, an information kit will be sent to them automaticallyPlease note that our records confirm that mobile number ending in *** is not subscribed to the JUMP!insurance featureT-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 *** *** *** Very truly yours, T-MOBILE USA, INCMaggie R*** Executive Response