T-Mobile Usa Inc

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 19, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the accountT-Mobile regrets any inconvenience that Mr*** experienced regarding his insurance deductible and phone replacementT-Mobile records confirm that Mr*** processed an insurance claim on December 20, due to the phone being lostAt the time the claim was processed a non-refundable deductible was taken by Assurant Solutions, Inc(“Assurant”)However, Mr*** was able to locate the handset after paying the insurance deductibleIn an attempt to get a refund, Mr*** contacted the insurance company Assurant to cancel the replacementPlease note that the insurance deductible is a non-refundable fee and Mr*** would need to reach out to Assurant to discuss his optionsUpon review of Mr***’s account, equipment was not received by Mr***, as the shipping label confirms a return to senderIn an effort to amicably resolve Mr***’s concerns, T-Mobile has issued a credit in the amount of $185.00, equivalent to the insurance deductible and a $SIM card replacementAdditionally, T-Mobile has removed the equipment block on the IMEI *** as equipment was not received and Mr*** locating his original equipmentPlease note that Mr***’s account remains active with a balance of $These charges consist of the billing statements from December 16, 2015, through January 16, 2016, which included the $Simple Choice Family Unlimited Talk Text plus Data Four Lines Included the monthly Equipment Installment Plan charges of $plus applicable fees and taxesMr*** can contact our Customer Care department at 1-800-937-to make arrangement for payment or may remit payment to the address listed on his billing statementBased 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, INCRuben A*** Executive Response

Complaint: ***
I am rejecting this response because: The company reached out to me via email on March 18thI responded to the company's email by contacting the person listed in the email. On March 21st I left her a voicemail message. I never heard back from her
Sincerely,
Jodyann B***

June 7,
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 30, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any additional concerns that Ms*** experienced regarding her T-Mobile accountUpon speaking with Ms*** on June 5, 2017, T-Mobile explained that the additional payments totaling $that were made on October 19, 2016, towards the equipment, applied to her open balance owed on November 6, This resulted in Ms***’s billing statement that was due December 6, to reflect a higher balance as it included the equipment related charges for closing the loans on the previous iPhone 6S devices used for the trade-ins in addition to monthly recurring charges, taxes and fees owed from the billing period of November 14, to December 15,
In addition, as Ms*** would have been eligible for $per phone if the correct financing option had been chosen at the point of sale, in an effort to amicably resolve the matter, T-Mobile closed the loans for both of the iPhone Plus devices on mobile numbers ending in *** and ***Doing so will stop future billing of the installments and honor the promotional offer that Ms*** would have received based upon the travalues of both devices and promotional credits
Upon closing them, this left a total of $due to Ms***, which T-Mobile applied to the account in the form of a one-time bill credit, leaving her with a credit balance of $which will be applied to her bill balance that generates on or around June 14, Pursuant to our conversation, Ms*** confirmed that the matter is resolved, and she has no further concernsT-Mobile regrets any inconvenience to Ms*** and we appreciate her business
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
Adrianne F*
Executive Response

October 15, 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 9, 2015, regarding the above-referenced accountT-Mobile regrets any frustration Ms*** encountered with transferring numbers and Equipment Installment Plans (“EIP”) from her accountOur records confirm that on May 30, 2015, numbers ending in *** *** and *** were transferred from Ms*** account to another account through a Change of ResponsibilityFurther records confirm that Ms*** authorized the transfer of her existing EIP balances totaling $from her account to the other T-Mobile accountUnfortunately, due to a system issue, the full EIP balances were still billed to Ms*** final billing statement as well as the other customers accountAlthough the other customers account is being billed correctly for the EIP balances, Ms*** account should not have shown any final balance charges for EIPOn June 21, 2015, Ms*** final billing statement was mailed to her showing an outstanding balance of $945.13, which includes the remaining EIP charges and monthly access charges through cancellationAdditional records confirm that since payment was not made, on September 18, 2015, Ms*** account was referred to a third party agency, *** *** *** for collection purposesOn October 13, 2015, Ms*** account was transferred to *** *** *** for collection purposesHowever, in an effort to amicably resolve this issue, T-Mobile has applied credits totaling $to Ms*** account to bring her outstanding balance to zeroMs*** account has been removed from collections and any negative information reported to her credit file will be deleted within 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 *** *** *** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response

May 15,
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 May 3, 2017, regarding the above-referenced accountT-Mobile records indicate that *** J*** is the account holder and that she has designated *** *** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced with his T-Mobile handsetT-Mobile records indicate that on October 22, 2016, Mr*** processed a Handset Exchange Order, through his warranty with T-Mobile, on the mobile number ending in *** for an iPhone 6S Plus silver with 128GB of memory and serial number ***On November 28, 2016, T-Mobile sent Mr*** a replacement iPhone 6S Plus silver with 128GB of memory and serial number ***, which per United States Parcel Services, was left at the front doorWe regret any delay as the handset was on backorder at the time the order was placed
Please be advised that in each replacement box for a handset sent as part of a Handset Exchange Order, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipment or the replacementAs such; Mr*** was charged $plus applicable taxes for the non-return fee and applicable taxesIt is T-Mobile’s position that the fee is valid
Our records further indicate that on November 25, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus on his mobile number ending in ***Accordingly, Mr*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
Regretfully, at the time the order was placed, it was not processed as a JUMP! handset upgrade order; therefore, T-Mobile was not waiting for the iPhone 6S to be returned which in turn would remove the remaining EIP balanceThe JUMP! program provides customers the Premium Handset Protection (PHP) bundle and Lookout Mobile Security Premium as well as the ability to trade in devices on EIP for full credit of their remaining balancesWe regret any inconvenience to Mr***
Upon further research, T-Mobile found the iPhone 6S Plus on an EIP for his mobile number ending in *** was returned to our Coppell, TX Return Center on December 23, In an effort to amicably resolve this matter, on May 15, 2017, T-Mobile closed out the remaining EIP balance of $for his iPhone 6S Plus on the mobile number ending in ***In addition, T-Mobile applied a courtesy credit of $for six months of the monthly EIP of $
As of May 15, 2017, the account balance is $which consists of monthly recurring charges from January 21, 2017, through April 20, 2017, monthly EIPs, and partial non-return fee for his handset exchange order, and applicable taxesMr*** may also contact me at the number provided below if he is able to provide me further information or a tracking number for his Handset Exchange order placed on the mobile number ending in ***T-Mobile regrets any inconvenience to Mr*** 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

July 10,
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 July 1, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced in regards to the February Tablets On Us promotionFrom February 10, 2017, through February 28, 2017, T-Mobile offered the February Tablets On Us promotion where new and existing customers can get a LG G Pad X, Samsung Tab E, or a Samsung Tab A for free after monthly credits while on a qualifying planPlease be advised that as with any promotional offer, there are limitations or requirements that may disqualify a customer from the promotionPlease note that customers are required to continue to meet the promotion’s requirements in order to continue to receive monthly credits
T-Mobile records reflect that on February 14, 2017, Mr*** activated two Mobile Internet lines ending in *** and ***Please be advised that both of Mr***’s Mobile Internet lines were subscribed to the $a month 6GB Mobile Internet rate plan, which is a qualifying rate plan for the above mention promotionMr*** then qualified for our Equipment Installment Plan (“EIP") offering with the purchase of two Samsung Galaxy Tab E Tablets with a full retail cost of $for each tabletMr*** was not required to remit a down payment and he agreed to a 24-monthly installment in the amount of $for each tablet
Additionally, in February 15, 2017, Mr*** activated two additional Mobile Internet lines ending in *** and ***Please be advised that both of Mr***’s Mobile Internet lines were subscribed to the $a month 6GB Mobile Internet rate plan, which is a qualifying rate plan for the above mention promotionMr*** then qualified for our EIP offering with the purchase of two Samsung Galaxy Tab E Tablets with a full retail cost of $for each tabletMr*** was not required to remit a down payment and he agreed to a 24-monthly installment in the amount of $for each tablet
It is important to note that Mr*** qualifies for a $Mobile Internet discount for each Mobile Internet line on his account as he has his Mobile Internet lines on the same account with his voice lines of service
T-Mobile records reflect that on February 17, 2017, Mobile Internet lines ending in *** and *** were enrolled to the February Tablets On Us promotionAdditionally, our records confirm that on February 26, 2017, Mobile Internet lines ending in *** and *** were enrolled to the February Tablets On Us promotionIt is important to note that our records indicated that Mr*** has been receiving a total of four $monthly credits for the four tablets that were purchased under the February Tablets On Us promotion
Please be advised that our records confirm the following credits were applied to Mr***’s account for service charges for the four above mentioned Mobile Internet lines
• On March 3, 2017, a $credit;
• On May 25, 2017, a $credit;
• On June 24, 2017, a $credit; and
• On July 2, 2017, credits totaling $
Please be advised that T-Mobile learned that were purchased at an indirect dealer of T-Mobile service, Verge Mobile LLCAlthough T-Mobile is the service provider, Verge Mobile LLC was the party with whom Mr*** purchased his equipment and had interaction with regarding this transactionNevertheless, T-Mobile takes allegations of misconduct seriouslyWe have forwarded this matter to Verge Mobile LLC for further investigationRest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealers
Upon speaking with Mr*** on July 5, 2017, T-Mobile offered to reactivate Mobile Internet lines in order to meet requirements for the February Tablets On Us promotionRegretfully, Mr*** declined our offerAdditionally, T-Mobile offered that the equipment be returned to the executive office for a full refund and apply a $credit for service charges for the four above mentioned Mobile Internet lines as Mr*** was charged for a total of five monthsRegretfully, Mr*** declined the offerIn an effort to amicably resolve Mr***’s request T-Mobile offered to waive the remaining balance for two of the four Samsung Galaxy Tab E tablets, a $credit for service charges for the above mention Mobile Internet lines, and two $credits as a refund for payments made for any additionally taxes and fees that were applied at the time of purchase for two Samsung Galaxy Tab E tabletsPlease be advised that Mr*** accepted the offer and his account currently reflects a credit balance in the amount of $T-Mobile regrets any inconvenience to Mr*** and we appreciate his business
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
Juan B***
Executive Response

April 24,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account
T-Mobile regrets any concerns to Mr*** regarding his T-Mobile accountT-Mobile records confirm that as of November 30, 2016, Mr***’s account is enrolled in our Advantage ProgramT-Mobile offers corporate discounts to individuals who are active employees’ at large businesses that are included in our corporate agreement listThis discount program is referred to as the T-Mobile Advantage ProgramThis is a grandfathered programHowever, Mr***’s affiliation with his employer makes his account eligible for 15% monthly discount provided he is subscribed to a discount eligible rate plan
As of December 27, 2014, Mr***’s account is subscribed to our now grandfathered Simple Choice Unlimited Talk, Text and data rate plan lines for $per monthRegretfully, this promotional rate plan is not eligible for any additional monthly discounts, such as the T-Mobile Advantage Program
Please note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty) and the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceHowever, the JUMP! feature does not waive any down payments required at the time of purchase
However, in an effort to amicably resolve this matter, on April 21, 2017, T-Mobile offered to bill the down payment of a new EIP purchase to the accountShould Mr*** still be interested in purchasing a new device, he may contact T-Mobile within the next days to accept our offerT-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
Mercedes V***
Executive Response

September 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** T-Mobile Account Holder: ** ** *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is ** ** *** ***, and that they have designated Mr*** as an authorized user on the account T-Mobile regrets any concerns that Mr*** may have experienced in regards to handset upgrades. 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 any of Mr***’s contacts with Customer Care. Please be advised that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan (“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 enrollment T-Mobile records indicate that on November 13, 2016, Mr*** purchased two LG Vhandsets for use on the mobile numbers ending in and 5322. At the time of purchase, Mr*** was required to remit a down payment of $plus tax on each handset, and monthly installments of $per device were agreed to. On August 24, 2017, Mr*** contacted Customer Care and ordered three Samsung Galaxy Note handsets. As T-Mobile records indicate that Mr*** did not enroll in the optional JUMP! feature when purchasing the LG Vhandsets, Mr*** is not eligible to trade in his LG Vhandsets for full credit of the remaining EIP balances. Nevertheless, on September 14, 2017, T-Mobile agreed to apply a one-time credit of $to the account in an effort to amicably resolve his concerns. Upon contacting Mr*** on September 17, 2017, Mr*** confirmed that his concerns have been addressed and resolved. 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 Anthony M*** Executive Response Tell us why here

June 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 May 30, 2017, regarding the above-referenced account
T-Mobile regrets Ms*** concerns and we appreciate the opportunity to respond to her concerns related to the billing on her T-Mobile accountOur records reflect that Ms*** activated two new mobile internet lines of service on November 18, 2016, and attempted to take advantage of the following promotions:
• Friends and Family
• November Tablet On Us
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not
To begin with, our records reflect that Ms*** met all of the requirements for the Friends and Family offer as she activated two new mobile internet lines during the promotional period, for which she is receiving the expected monthly bill creditsThose bill credits are reflected on page three of her billing statements
Regretfully, Ms*** did not meet all of the requirements for the November Tablet On Us for the mobile internet lines
In an effort to amicably resolve Ms*** concerns, T-Mobile removed all equipment charges associated with the November Tablet On Us offer totaling $Please note this allowed Ms*** to keep the equipment without incurring monthly equipment charges for her Samsung Tab E, LG G Pad, and all accessories purchased on November 18,
It is important to note upon speaking with Ms*** on June 1, 2017, she has confirmed that T-Mobile has resolved her concernsT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Sharon B*** Executive Response

November 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 November 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile is sorry to lose Ms*** as a customer and we regret hearing of her concerns with her equipment purchase. 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 regret that Ms*** feels that this was not her experience when recent visiting her local T-Mobile retail store and contacting our Customer Care team
T-Mobile records confirm that Ms*** activated her T-Mobile account on October 30, 2016, with mobile number ending in 9926. Further review confirms that on November 8, 2016, Ms*** purchased an LG Kdevice via our Customer Care department and elected to finance it with our Equipment Installment Plan (“EIP”) programMs*** was required to pay a $down payment plus the sales tax for the total retail price of the device and agreed to monthly installments in the amount of $3.30.
In regards to Ms***’s concerns with an upgrade fee, please be advised that some upgrades in-store and in Care for customers who are not redeeming a JUMP!, JUMP! On Demand, or SCORE! upgrade, we have added a $charge for assistance in the upgrade process. Please note that customers completing handset upgrades online will not be assessed the $fee. Although Ms*** was purchasing her first device, as this handset order was not completed at the time of activation, in the event of completing the order with the assistance of one of our store or Customer Care representatives, Ms*** would be assessed the $Upgrade Support Charge. Records confirm that at the time of purchase, Ms*** made a payment in the amount of $139.66, from which $was for the down payment, $for the Upgrade Support Charge, $for shipping and $for taxes. It is T-Mobile’s position that the Upgrade Support Charge was validly assessed
As of the time of Ms***’s purchase of a new handset, T-Mobile provided a days return period which allowed Ms*** to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
T-Mobile records confirm that Ms*** canceled her account on November 8, 2016, when she ported her mobile number to another service provider. Ms***’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms*** was billed through December 2, 2016, and her account currently reflects a balance in the amount of $
Pursuant to UPS tracking number ***, Ms*** returned her package to the original sender. Although to the date of this letter, T-Mobile has not scanned the package, as UPS records reflect that the package was delivered in our warehouse on November 11, 2016, on November 16, 2016, T-Mobile processed Ms***’s refund in the amount of $to the same method of payment used at the time of purchase. Please allow three to five business days for the funds to become available on Ms***’s financial institution
In addition, and in an effort to amicably resolve this matter, on November 16, 2016, T-Mobile issued a onetime bill credit to the account in the amount of $87.01. Ms***’s account remains canceled and wit a zero balance. T-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Maggie R***
Executive Response

May 2, 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 20, 2017, regarding the above-referenced account. T-Mobile regrets that Mr*** has concerns with his final account balance. Mr*** account was activated on February 2, with the mobile numbers ending in *** and ***. Mr*** account was subscribed to our Simple Family Unlimited Talk, Text and Data rate plan for $per month. Mr*** account was billed in advance, the billing period ran from the 3rd of the month through the 2nd of the following month and payment was due each month by the 23rd Mr*** billing statement dated August 2, totaled $and of this balance there was a past due balance in the amount of $for previously billed charges that carried over to this billing as they remained unpaid and new charges totaling $for services billed in advance from August 3, through September 2, 2016, a $late fee and taxes. Since the billing statement dated August 2, 2016, T-Mobile received a payment in the amount of $on August 6, and the final payment that we received was $that was received on September 23, 2016. On October 1, 2016, Mr*** account was suspended from placing non-emergency outbound calls, the account was fully suspended on October 31, and the account as later cancelled on December 9, as a result of non-payment. Please be advised that T-Mobile stops charging monthly access charges once an account becomes fully suspended. When Mr*** account was cancelled, a $account deposit was released and was applied toward the open debt Mr*** final billing statement was dated January 3, and totaled $and was comprised of monthly access charges for services rendered from August 3, through October 31, 2016, late fees, reconnection fees and taxes. T-Mobile mailed all billing statements to Mr*** address of record, which matches the address that he provided in his correspondence to your office On January 31, 2017, the account was referred to a third party collection agency. 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 balanceAccordingly, a one-time collection in the amount of $was charged to the account, which leaves the final revised balance at $ It is T-Mobile’s position that the final balance is valid and owed. On April 27, 2017, the account was returned to T-Mobile for the collection of the past due balance although the account may be referred to another third party collection agency should the balance remain unpaid. Since T-Mobile considers the balance valid, we will pursue all of our legal rights and remedies to collect this debt 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

August 3, 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 26, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Mr*** via phone call and email from July 7, through July 24, to the numbers ending in *** and ***. Please note that T-Mobile lastly contacted Mr*** and deposited a voice message on both of his numbers ending *** and *** and emailed him asking him to return the call. It is important to note that T-Mobile does not reflect a record of any alternative number for Mr*** and he did not provide it in his correspondence to your office In Mr***’s correspondence he states he doesn’t answer calls from 1-numbers, this is not a T-Mobile error that we have not been able to address his concern verbally. As such, T-Mobile will attempt to address Mr***’s concerns within this letter We regret any ongoing concerns Mr*** has regarding his T-Mobile billing. As previously mentioned in our response dated July and July 26, 2017, Mr*** contacted Customer Care on September 3, to add *** *** as an authorized user and provided her permission to make changes on the account. Our records indicate on September 4, 2016, Ms***, the authorized user on the account, performed a JUMP! On Demand upgrade to an Apple iPhone 16GB handset. In addition, Ms*** agreed to remit monthly payments in the amount of $plus tax for months. T-Mobile records confirm Ms*** again took advantage of the JUMP! On Demand offering with the lease of an Apple iPhone 6S 64GB Silver handset. At the time of lease Ms*** agreed to remit monthly installments of $plus tax for months. It is important to note as Ms*** is an authorized user on the account whom Mr*** added to the account and as such T-Mobile’s position remains the same that all charges and changes made to the T-Mobile account are valid and declines his request for any refund Please be advised that the notices Mr*** received were due to the Equipment Installment Plan number *** being removed as T-Mobile closed the EIP balance for several Apple iPhone accessories Ms*** purchased on October 4, when she leased the Apple iPhone 6S handset Please be advised that should Mr*** still wish to receive his billing statements from April to present he may contact our office at the number listed below. As provided in the previous response to your office all billing statement reprints will be billed at a rate of $per month. However, Mr***’s most recent monthly billing statements are available on line at www.T-Mobile.com at no additional costT-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 Oscar T*** Executive Response

Complaint: ***
I am rejecting this response because:To say that there are no records of my numerous complaints of phone/possible network problems is laughable On October 4, 2016, I called and talked to Sherry about the numerous dropped phone calls and interrupted internet service She told me it was the network and to give it a few more days while the network made improvements I told her my friends with T Mobile were not experiencing the dropped phone calls like I was but she insisted it was "the network, not the phone." This was within my day exchange period, but she insisted it was the network being upgraded On October 10, 2016, I talked to Jeremy at 3:EST and while checking the phone settings I noticed the phone was on "voice over LTE" and he explained that was why my calls were droppingI was advised to return to the store for a hard reset if the dropped phone calls continued as this could only be done in the store October 11, I went to the store at 4:and had a hard reset performed The employee advised me that I did not have to have the store perform the reset and showed me how to do it myself October 14, at 10:am, I talked to Mark who spoke badly broken English and I requested to be transferred to another representative I was transferred to Raphael in tech support who ordered a "new phone" replacement that should have arrived by overnight mail October 15, 2016, I received a text message that the phone replacement was on back order On October 17, I called at and was disconnectedI called back and reached Jenny who told me to go back to the store to receive a replacement phone and explained that replacement phones were typically "refurbished phones" and that I was having phone issues because I was using a refurbished phone I explained to her that I was talking on my original phone as the replacement phone had not arrived and was on back order I asked for a supervisor and was told that one would call me back in an hour I informed her that I was disappointed that I was being told that my "new" phone was really a refurbished phone, that I was lied to about network problems that were being worked on only to be told now that it was the phone, and now I could not even escalate the issue to get it resolved as she refused to get a supervisor I called back at 12:and talked to Aica regarding a payment arrangement I had made but I had already paid it and wanted to know if the money would be withdrawn again She informed me that the message was system generated and it would recognize that the payment had been made October 18, I returned to the store for a replacement Jonly to find there were none left I did not have the money at the time to purchase a more expensive phone and could not get a new J7, so I was pretty much stuck with buying a Samsung Galaxy On Alejandro "assisted," but ended up screwing up so badly with the financial portion of the transaction that I had to call customer service again At 4:pm I was talking to Rhey and was disconnected while talking I called back and at 4:18, I reached Pres but was disconnected She called back at 6:and told me she did not see the adjustment that Alejandro stated he placed in the systemAt 4:38, I got back in my car and was disconnected again She called back at 4:and I was disconnected again I was transferred at my request to supervisor Marco who told me he did not see the adjustment I arrived back at the T Mobile store and Jade also could not find the adjustment that Alejandro stated he placed on my account Alejandro stated he placed it as a bill payment and Marco advised me that bill payments take up to hours to show up on the account Jade then said that the numerous disconnections were because I just received service on the new device and dialed a few numbers on my phone When the phone calls went through, she said she did not see a problem I told her the problems were not reproducible and showed her the call log of the same phone numbers repeatedly related to the dropped phone calls October 20, at 10:Raymark informed me he did not see a bill payment in the system and that he would remove the balance He transferred me to technical support regarding the dropped phone calls and Sarah in Colorado Springs offered to send a SIM card as the SIM card was replaced when my iPhone 4S died and Kyle in the store said I could not use the old SIM card because T Mobile had gone to a smaller cardI found out that was not true, but since all of my issues started after the SIM card was changed, she sent a new SIM card and a signal booster She said if the problems persisted, to do a warranty exchange I talked to her supervisor Dan regarding her customer service as I believed I had the problem solved finally October 20, 2016, the payment was taken from my account even though I had already paid it and was assured that the system would recognize that the payment was made Kenard in Richmond stated that I was not "lied to" but given "misinformation." I told him that concept was ignorant and that I was lied to On February 15, after another series of dropped phone calls, I replaced the SIM card and called at 11:pm and reached Carmella to activate the phone and she told me to give it five days and if the dropped phone calls persisted, I need to "buy a new phone." I informed her that this is a relatively new phone and that I did not have these network problems with the iPhone 4s I brought over from Verizon and that my son and friend don't have these problems on their phones She stated the account "has been notated." After filing the Revdex.com complaint, I have tried to reach Martin on April 11, April at 1:53, April at 3:23, April at 3:23, April at 8:29, and April at 5:EST and have never been able to reach him To say that I am able to use the phone is correct--I am able to make phone calls, but many of the phone calls drop I have been unsuccessful in making phone calls as I get a message that the "network is not recognized" or something similar I work from home now and I talk on the phone a majority of the time It is embarrassing to be on a conference call and have to repeatedly call back as I am getting disconnected I have had cell phones since and I am aware of how to check a network chart, and according to you, I should have excellent service in my area I did not even have excellent service in Nashville Tennessee, which is a major metropolitan area YOUR employees are repeating to me that it is the phone and that the phone needs to be replaced I am aware that the network is not the best, but I have been a customer for two years and I have only had the phone disconnection issues since my iPhone died and I replaced it with now two of YOUR phones sold in YOUR stores loaded with YOUR apps To assert that there is no record of my reporting issues is laughable and your attempt to lie and discredit me is humerous I will be sharing your response and mine with the proof of your "misinformation" on every social platform I possibly can I am not cancelling my service--I am asking for your company to replace my phones as the problems started with buying T Mobile phones
Sincerely,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because: they are the ones, that got me in this mess and I will wait until my credit is fixedI thank you
Sincerely,
*** ***

November 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 November 2, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** may have experienced while her account was active with T-MobileT-Mobile records indicate Ms*** activated service on June 13, 2016, with the Simple Choice Family Match with GB of LTE rate plan for two lines for $per month plus applicable taxesOur records also confirm Ms*** qualified for and took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of an Apple iPhone on mobile number ending *** and an Apple iPhone SE handset on mobile number ending in Ms*** was asked to make a down payment in the amount of $plus applicable taxes, and agreed to a series of monthly installments in the amount of $for the iPhone SEAdditionally, Ms*** was asked to make a down payment of $plus applicable taxes and agreed to a series of monthly installments in the amount of $for the iPhone At the time of Ms***’s purchases, T-Mobile was offering qualifying customers a rebate for up to the amount of the full retail cost of an Apple iPhone SE of $The requirements for this promotion were to activate or upgrade a mobile number with the purchase of a qualifying Apple device, and add-a-line with the purchase of an iPhone SEPlease note, to be eligible for the promotion, customers were required to submit a promotional request form before June 8, Additionally, customers must remain active, and in good standing through the processing of the offerPlease be advised that a promotional offer request was not received for the offerT-Mobile records confirm on November 9, 2016, Ms*** cancelled mobile number ending in when she ported it to another service providerMs*** also contacted our Customer Care and requested mobile number ending in *** be cancelledAfter speaking with Ms*** on November 9, 2016, T-Mobile advised that a submission request the promotional offer was not made, and her purchases were ineligible for the offer mentioned aboveAs a courtesy, T-Mobile offered to accept the return of the iPhone and iPhone SE handsets for a refund of the original purchase price of each
Regretfully, Ms*** declined this offer, stating her granddaughter wanted to keep the iPhone handsetAs a means to amicably resolve her concerns, T-Mobile offered to allow Ms*** to return the iPhone SE to T-MobileUpon return of the handset, T-Mobile will close the remaining EIP balance in the amount of $In addition T-Mobile has agreed to refund the down payment including taxes in the amount $Please note the refund will be applied as a one-time payment toward the outstanding balance of $for the iPhone handsetMs*** was provided the address to send the iPhone SE to my attention; T-Mobile USA, INCAttn: Ronnie A*** C/O Executive Response Menaul Blvd NE Albuquerque, NM, Ms*** was also advised of how to disable the Find My iPhone activation lock before return of the handsetAs of the date of this correspondence, Ms***’s account remains cancelledT-Mobile regrets any inconvenience Ms*** may have experienced with her T-Mobile accountBased 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, INCRonnie A*** Executive Response

May 9,
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 26, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced regarding rate plan promotions and equipment chargesFrom September 8, 2016, through December 6, 2016, T-Mobile offered a fourth line free through monthly bill credits when subscribed to our T-Mobile ONE rate planIn order to qualify for this offer, customers must be 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 customerCustomers will be billed the fourth line and receive monthly bill credits equivalent to the fourth line charge making it freePlease be advised customers who are enrolled in AutoPay receive additional discounts on their T-Mobile ONE rate plans, even if they did not take advantage of the above referenced promotion
On November 1, 2016, Ms*** activated her T-Mobile account with four lines of service ending in *** *** *** *** *** and subscribed to our T-Mobile ONE family rate plan for $per month for the first two lines with each additional line being $per monthMs*** also enrolled in AutoPay and was receiving the fourth line free promotional monthly bill credits
Upon activation, Ms*** purchased a Samsung Galaxy SEdge device on our Equipment Installment Plan (“EIP”) agreement for the line ending in Additionally, Ms*** purchased two LG Stylo Plus devices on EIP for the lines ending in and ***Finally, Ms*** initiated a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy SEdge device for the line ending in ***JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost
On February 18, 2017, Ms***’s rate plan was changed to our T-Mobile ONE family rate plan for $per month for the first five lines of service with each additional line being $per monthPlease note, due to the rate plan change, Ms*** stopped receiving the fourth line free promotional monthly bill credits
Review of the account confirms that on March 15, 2017, a JOD lease was initiated for an Apple iPhone 6s device for the line ending in Additionally, on March 19, 2017, a Samsung Galaxy SEdge device was purchased on EIP for the line ending in ***
It is important to note that on April 14, 2017, Ms*** activated a new line of service ending in ***That same day, Ms*** purchased a Samsung Galaxy SEdge device on EIP for the line ending in ***Additionally, Ms*** requested to transfer her lines ending in *** and *** to a new customer through a Change of Responsibility (“COR”)A COR is the process by which a mobile number or numbers move from the account of one person to the account of another personAs requested, the lines ending in *** and *** were moved from Ms***’s account to a new T-Mobile account per her request
T-Mobile customers may be eligible to transfer an active EIP balance to another account during the COR processIt is important to note the EIP must be associated with the line transferring to the new customerAdditionally, should the new customer wish to purchase a device the same day the COR is processed, the new EIP agreement must be performed after the COR process is completeJOD lease agreement cannot transfer to a new customer through the COR process
As the line ending in *** was not associated with any of the above referenced Apple or Samsung devices, the equipment was not eligible to transfer, with this line, through a CORLikewise, as the EIP for the Samsung Galaxy SEdge device was not associated with the line ending in ***, this device was not eligible to transfer to the new customer through a COR
In Ms***’s correspondence to your office, she indicated that her line of service ends in ***However, T-Mobile record do not indicate this line was transferred to the new account as it is still active under the above referenced account numberT-Mobile regrets any confusion to Ms*** on this matter
Please be advised, Ms*** now has four lines of service on her account and her monthly access charges will be in the amount of $per month while she remains enrolled in AutoPayPlease note this amount does not include Ms***’s monthly equipment charges
Pursuant to a conversation with Ms*** on May 1, 2017, we offered to accept the return of the devices in questionUpon receipt of the devices in good working condition, T-Mobile will end the associated EIP’s and JOD’s and Ms*** will no longer be billed the monthly equipment chargesMs*** indicated she will attempt to retrieve the devices from the party who has them in order to send them backT-Mobile asks Ms*** contact me at the number below within days from the date of this letter should she wish to return devicesT-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
Jennifer G*** Executive Response

March 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 5, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
T-Mobile records reflect that Mr*** purchased an iPhone 5C handset on February 1, 2015. 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 ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Additionally, customers are offered the option of adding our Premium Handset Protection (“PHP”) feature offered by Assurant Solutions, Inc(“Assurant”). This feature, in addition to adding insurance benefits in the event of loss, theft or damage, also extends the warranty for the life of the device in the event of mechanical failure. T-Mobile records do not reflect that Mr*** subscribed to PHP on the account. As such, when the Limited Warranty provided by the manufacturer of the device expired on February 1, 2016, Mr*** had no benefit to replace the device
However, in an effort to amicably resolve the matter, on March 8, T-Mobile agreed to exchange the device from our own inventory with a Certified Pre-Owned device of the same model as a gesture of goodwill. This is contingent upon Mr*** returning the defective device within days to the following address:
T-Mobile USA, Inc
Attn: David T***
*** *** *** **
Albuquerque, NM
Additionally, T-Mobile has issued a bill credit to the account for $to compensate for return shipping costs as a further courtesy to Mr***. We regret any inconvenience Mr*** may have experienced as a result of this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext.***
Very truly yours,
T-MOBILE USA, INC
David T***
Executive Response

August 1, 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 19, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any concerns Ms*** has experienced regarding her T-Mobile account. 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 Ms***’s recent contact with our Customer Care T-Mobile records reflect that on April 2, 2017, Ms*** spoke with Customer Care and agreed to change from her existing rate plan to our T-Mobile ONE rate plan for her three voice lines to receive unlimited talk, text, and 4G LTE data, with taxes and fees included effective April 11, 2017, which is the first date of her new billing cycle. Please note that Ms*** also has two Mobile Internet (“MI”) lines, which were changed to our T-Mobile ONE Tablet rate plans effective April 11, On May 14, 2017, Ms*** spoke with Customer Service, and requested to be placed back on her previous rate plan. On June 11, 2017, T-Mobile records also indicate that Ms***’s plan has been changed to our promotional T-Mobile ONE rate plan of $for the first two voice lines of service, and $for the third line with taxes and fees included. For the MI lines, Ms*** is currently subscribed our T-Mobile ONE Tablet on the line ending in ***, costing $per month. On the MI line ending in ***, she is subscribed to a 2GB data rate plan, costing $25.00. As Ms*** has her MI lines combined with voice lines, she receives a discount of $on the *** line, and $on the *** line. Additionally, Ms*** is also subscribed to JUMP! on four of her five lines, totaling $per month. Ms***’s monthly access charges for voice plan and additional features are $per month. Lastly, Ms*** has Equipment Installment Plans (“EIP’s”) for devices she agreed to pay monthly payments towards for months, totaling $per month. With the installment plans, Ms*** can expect her monthly recurring charges to be approximately $244.76. This plan change was pursuant to an agreement with Customer Care to change her to this plan Please be advised that T-Mobile is willing to change Ms***’s account back to her original rate plan if she wishes to do so, and to discuss the usage on her MI lines in order to help her consider options, and lower her monthly statement. Ms*** may contact me directly at the number below to discuss options regarding her plan. T-Mobile regrets any inconvenience to Ms***, and we appreciate her 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 Adrianne F* Executive Response

July 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 June 29, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets Mr***’s concerns regarding his tablet cost and appreciates the opportunity to respondT-Mobile records reflect that on November 19, 2016, Mr*** activated two Mobile Internet (“MI”) lines of service, ending in *** and ***Mr*** elected to enroll in the Simple Choice North America MI rate plan, which for $per month each line of service, includes 2GBs of high speed data at up to 4G/LTE speeds depending upon device capability
At the time of activation of the MI lines, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Tab E tabletsMr*** was not required to remit a down payment; however, he agreed to a series of 24-monthly payments in the amount of $each for the Samsung Galaxy Tab E tablets
Please note that from November 11, 2016, through November 20, 2016, Mr*** attempted to take advantage of the November Tablet On Us promotional offerRegretfully, due to a backorder status, Mr***’s above mentioned devices were shipped on December 5, 2016, which was outside of the promotional window for the November Tablet On Us offerAs such, Mr*** was not enrolled in the November Tablet On Us promotion
In an effort to resolve Mr***’s concerns, on June 20, 2017, T-Mobile absolved the remaining EIP balance for both of the Samsung Galaxy Tab E tabletsAdditionally, on July 10, 2017, T-Mobile issued a one-time credit in the amount of $consisting of the past three monthly payments for each tabletMr***’s account current reflects a balance of $which consists of monthly access charges, equipment charges, as well as applicable taxes and fees for services between May 14, 2017, and June 13, 2017, and was due in full by July 6, Should Mr*** wish to discuss a payment arrangement or payment options he may contact our Financial Care at 800-937-or by dialing from his handset to discuss themT-Mobile appreciates Mr***’s business and we regret any inconvenience that he may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Alyssa K*** Executive Response