T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
The question remains as to why T-Mobile continuously cuts me off from internet access

Complaint: ***
I am rejecting this response because: I have not received written proof that my balance is $and I have not received the debit cardI will not close this complaint with out that being met because T-Mobile has told me things have been settled and then two weeks later no one in the company would have any clue what was settled
Sincerely,
*** ***

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 7, 2015, regarding the above-referenced accountT-Mobile is pleased to report that Mr*** concerns have been resolved to his satisfactionT-Mobile regrets any issues Mr*** experienced in regards to his final billing statementT-Mobile records indicate that on April 18, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S32GB Edge handsetAt the time of Mr*** purchase, he was not required to make a down payment; however, he agreed to pay $56.73, which is for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $32.49, which appeared on the first bill following the purchase of the deviceThe amount of $that Mr*** references in his correspondence, is for his monthly access charges, monthly EIP charge, and taxes and fees for the billing cycle from September 8, through October 7, On September 29, 2015, T-Mobile received a payment of $129.65, reducing the account to a zero balanceWe regret any misunderstanding about this balanceOn October 2, 2015, upon contacting our Customer Care department, Mr*** canceled his accountAs the account was billed one month in advance, and Mr*** had already paid through the end of his billing cycle, T-Mobile applied a credit of $for the prorated charges from October 2, 2015, the date of cancelation, through October 7, 2015, the end of the final billing cycleThis credit impacted the following billing statement dated October 8, It is important to note however, that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled on October 2, 2015, the remaining EIP balance was accelerated and posted to the final billing statement dated October 10, 2015, totaling $The $credit mentioned above, reduced Mr*** final balance to $for the remaining EIP chargeIt is T-Mobile's position that this balance is valid and owedNevertheless, in an effort to amicably resolve the matter, although it is outside the allotted 14-day return period, T-Mobile will allow Mr*** to return the handset, within days of this letter, directly to my attention at: Executive Response Attention: Diana J*** *** *** *** ** Albuquerque, NM Upon receipt of Mr*** handset, T-Mobile will apply a courtesy credit of $601.76, reducing the account to a zero balanceT-Mobile recommends that Mr*** request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to usWe ask that he please include the handset, battery, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handsetPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Mr*** and the balance will then be considered valid and owedMr*** has accepted this as a resolution to his concernsBased 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, INCDiana J*** Executive Response

June 29, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: *** Your File No*** T-Mobile Account No*** ToWhom It May Concern: T-MobileUSA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 9, 2015,regarding the above-referenced accountT-Mobile regrets that Mr*** feelsthat our investigation is not sufficient to resolve the concerns presented inhis letter to your agency; however his correspondence provides no newinformation that would warrant reconsideration of our stance regarding thismatter As stated in our letter datedJune 11, 2015, T-Mobile records reflect that Mr*** participated in theLimited Warranty Exchange process on April 26, 2015, for the Sony Xperia Z1device, upon receipt we examined it and it was found to have sustained liquiddamage which is not covered under the warranty Although we troubleshoot the handsets prior toperforming a handset exchange pursuant to the above policy, this is not thefinal exam. Upon receipt of thenon-working handset, we have trained technicians who dismantle and examine thehandsets. A warning of the possibilityof an out-of-warranty fee was read to and agreed to by Mr*** at the timeof the exchange. This information isalso in the user’s manual and in the material that accompanies the replacementhandset T-Mobile appreciates Mr***’sdocuments that were provided to your office regarding images of a device However based on the above information it isT-Mobile’s position that the out-of-warranty fee was validly assessed to Mr.***’s T-Mobile account In effort to amicably resolvethis matter T-Mobile applied a one-time courtesy credit of $for the out-of-warrantyfee and applicable taxes on June 11, T-Mobile regrets any inconvenienceto Mr*** regarding this matter. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or *** *** *** Verytruly yours, T-MOBILEUSA, INC. Luv***ExecutiveResponse

July 12, 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 2, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced regarding his recent handset upgradeT-Mobile records confirm that Mr*** is subscribed to our JUMP! handset protection on his line of service ending in at $monthlyAs originally launched, the JUMP! feature provided 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 balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentIt is important to note that the traddevice must be in good working order at the time of the trade in to utilize the JUMP! upgradeIf the traddevice has sustained liquid or physical damage, a handset protection claim will be required to close the EIP, and a predetermined deductible will be requiredT-Mobile records confirm that on November 17, 2014, Mr*** utilized our EIP program to purchase a Samsung Galaxy Note Edge handset on the line of service ending in Mr*** was not required to remit a down payment, and agreed to monthly installments in the amount of $On September 26, 2015, Mr*** utilized his JUMP! handset upgrade, and traded in his Samsung Galaxy Note EdgeMr*** purchased a Samsung Galaxy Note on an EIPMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $Upon receipt of Mr***’s Samsung Galaxy Note Edge handset, it was determined to have sustained damage to the deviceAs such, a handset protection claim was required, with a deductible of $175.00, to complete the JUMP! upgrade and close the associated EIPOur records confirm that Mr*** did not remit payment for the deductible, and as such, the EIP for the Samsung Galaxy Note Edge remained activeIn an effort to amicably resolve Mr***’s concerns, on July 8, 2016, T-Mobile closed the EIP for the Samsung Galaxy Note Edge handsetAs such, Mr*** will no longer be billed monthly for the deviceAdditionally, on July 8, 2016, T-Mobile issued a credit to Mr***’s account in the amount of $290.00, which equals eight months of the billed EIP installmentsAs Mr***’s account had a balance owed at that time, his account remains active with a balance owed in the amount of $Please note that payment for this balance was due July 7, T-Mobile recommends that Mr*** contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owed and to prevent service interruptionT-Mobile regrets any inconvenience Mr*** may have experiencedBased 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, INCChris P*** Executive Response

August 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated August 18, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** has experienced with her coverage and dropped callsT-Mobile understands the importance of having reliable cell phone coverage and as such, T-Mobile has examined Ms*** claim furtherIn our review, T-Mobile shows that Ms*** should expect excellent coverageT-Mobile has previously reviewed Ms*** concerns on August 12, 2015, and could not duplicate her concerns with dropped callsIn a further effort to research Ms*** concerns, our office contacted our local engineering team and found that Ms*** area is actively going through modernization which may impact her calling serviceT-Mobile has reviewed this information with our engineering team and has found that the modernization should take three months for completionT-Mobile reviewed the billing statements from May 9, through August 8, and over the course of those three months, Ms*** used an average of 3,minutes with calls as long as minutes, sent and received multiple text messages and used an average of gigabytes of dataAlthough Ms*** coverage may be partially impaired, it is T-Mobile’s position that Ms*** is able to utilize the serviceHowever in an effort to amicably resolve this matter, T-Mobile has applied a one-time adjustment in the amount of $138.27, which represents a pro-rated credit for Ms*** monthly recurring chargesPlease note that this credit reduced the balance on the account to $387.59, which is due on or before September 1, T-Mobile regrets any issues Ms*** had while attempting to obtain a new T-Mobile SIM card at the original retail store visitedHowever, when replacing a SIM card, T-Mobile will normally destroy the SIM card in order to avoid reuse by a different customerPlease note SIM cards do not store any personal information such as financial institution account numbers, login ID’s for social media or online stores such as ***Although it is unfortunate Ms*** third party *** account was accessed without her consent, T-Mobile SIM cards would not store her login information to the card directlyLastly, T-Mobile records indicate Ms*** ordered a replacement Apple iPhone Plus on August 5, 2015, which was delivered on August 11, per UPS tracking number ***Normally, included with a Limited Warranty exchange customers will receive a return labelIn an effort to resolve this matter, on August 17, T-Mobile sent a return tracking label via emailBased 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, INCMartin G*** 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 3, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience to Ms*** regarding her efforts to cancel a newly activated T-Mobile accountOn April 19, 2017, Ms*** contacted T-Mobile’s Telesales team via telephone and activated two lines of serviceHowever T-Mobile records do not indicate Ms***’s T-Mobile account was canceled until May 29, 2017, when she contacted Customer Care to dispute a billing statement received
As no usage was found on Ms***’s T-Mobile account, on July 3, 2017, T-Mobile applied credit of $which represented the monthly recurring charges assessed to her account from April 19, through May 29, As such, Ms***’s account remains closed with a zero balanceWe regret any inconvenience to Ms*** and hope to serve her again in the future
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Martin G*** Executive Response

April 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** *** Your File No*** T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced accountT-Mobile regrets any concern that Mr*** has experienced regarding his T-Mobile account
T-Mobile appreciates the opportunity to respond to Mr***’s remaining concerns related to the billing on his T-Mobile accountOur records reflect that Mr*** activated his service on December 22, 2015, with a non-T-Mobile branded device
It should be noted that while an unlocked device 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 carriersFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile attempts 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 device
Regretfully, as Mr***’s unlocked handset was unable to be utilized with our network, he attempted to take advantage of the Samsung Year End Galaxy $to $JUMP! On Demand (“JOD”) promotion
Our records reflect that Mr*** met all of the requirements for Samsung Year End Galaxy $to $JOD Offer which provided monthly bill credits over the 18-month leash period equal to the $promotional valueT-Mobile applied a $credit as one lump sum credit due to an inadvertent error with promotional credits not being applied monthlyMr*** was also provided with an additional credit, in an effort to amicably resolve his concerns, totaling $Therefore, Mr*** has received a total credit in the amount of $As such, it is T-Mobile’s position that Mr*** has received the promotional offering in fullT-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
Sharon B*** Executive Response

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

February 3,
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 January 23, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Ms***’s concerns to her satisfaction
We are sorry to hear that Ms***’s vehicle was broken into and that her T-Mobile accessories are stolenHowever it is important to note that accessories, regardless of how purchased, at full cost or through our Equipment Installment Plan (“EIP”), are not covered through the Premium Handset Protection (“PHP”) bundle, which provides insurance and extended warranty to the handsets
Our records confirm that Ms*** purchased the Samsung Circle Bluetooth Headset on December 7, 2014, through EIP, which has since been paid in fullOur records also confirm that on July, 21, 2015, Ms*** purchased a JBL Charge Plus through EIP, with a balance of $Although, it is T-Mobile’s position that Ms***’s stolen accessories were not covered by the PHP bundle, as a courtesy, we have issued a $credit towards her account to close out the outstanding balance of the JBL Charge Plus EIP and applied a $credit towards her account, leaving the account active with a current balance of $for monthly charges and EIP payment through January 4,
Regarding Ms***’s security concerns, it is important to note, that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the accountIf the customer does not have a password or does not remember the password, then Customer Care will request that the caller verify the last 4-digits of the Social Security numberThere are only few exceptions to this verification processOne such example is when a potential customer is calling to complete a Change of Responsibility (“COR”) once the authorization was already received by the account holderWe apologize that Ms*** and the potential party accepting the COR was once again asked to verify the account and will ensure that feedback and coaching is provided and appreciate her providing her experiencePlease note that on January 26, 2017, T-Mobile contacted Ms*** and presented this offer to address her concerns which she has accepted and considers this matter resolved to her satisfaction
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

Complaint: ***
I am rejecting this response because: Everything Mr T*** said is correct regarding our Dec 1st phone call, however, as of today, Dec 8th, the refund has not yet been returned to our bank account
Sincerely,
*** ***

October 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 September 28, 2017, regarding the above-referenced accountT-Mobile has confirmed that *** *** *** and *** * *** are one in the same
T-Mobile regrets that Mr*** has concerns with his final balance of $which has been transferred to our third-party collection agency, Diversified Consultants IncAs stated in our response to your office dated September 28, 2017, Mr*** activated a postpaid account on December 3, Please note that the account was not part of our pay as you go serviceThe account was subscribed to our Simple Choice North America Unlimited Talk, and Text rate plan for $Mr*** subscribed to the gigabyte (“GB”) data feature for $for his line ending in Additionally, Mr*** subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $for his Mobile Internet (“MI”) line ending in
It is important to note that on March 4, 2016, pursuant to Mr***’s request, T-Mobile cancelled his line ending in However, Mr***’s account remained active with the MI line ending in Our records do not indicate Mr*** contacted T-Mobile to request cancellation of line ending in As such, on April 12, 2017, Mr***’s account was cancelled for non-paymentPlease note the last payment T-Mobile received from Mr*** was on December 28, 2016, in the amount of $
The final billing statement dated May 5, 2017, reflected a past due balance due of $It is important to note that Mr*** was not billed for monthly access charges during this billing period due to the cancellation of the account
After Mr***’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact Mr*** in an effort to resolve his outstanding balanceAs T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Mr***’s account was referred to a third- party collection agency, Diversified Consultants Incfor further collection effortsIn conjunction with the attempt to collect the outstanding balance, Mr*** was billed an outside collections fee of $18.70, bringing the balance on the account to $It is T-Mobile’s position that Mr*** was billed appropriately and the balance is considered valid and owing
Nevertheless, in an effort to amicably resolve Mr*** concerns upon speaking with him on October 4, 2017, T-Mobile has credited the balance of $as a courtesy, resulting in a zero balanceAdditionally, T-Mobile has instructed the collection agency to delete derogatory credit reporting and cease collection effortsPlease note that removal of derogatory credit reporting may take up to ninety daysT-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
Sharon B*** Executive Response

May 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** J***
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 19, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfaction
T-Mobile regrets any additional concerns that Mr*** experienced regarding his T-Mobile accountUpon speaking with Mr*** on May 25, 2017, T-Mobile informed Mr*** of how he can confirm the closure of the Equipment Installment Plans (“EIP”) associated with the Samsung Galaxy SEdge devices, the LG Aristo device, as well as the accessoryMr*** was also informed on which pages the balances reflect on his billing statement dated May 21, 2017, www.t-mobile.com, and his T-Mobile application which he can review from his devicePursuant to our conversation, Mr*** confirmed that the matter is resolved and he has no further concernsT-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Adrianne F*
Executive Response

Revdex.com:Although I do accept the response provide from T-Mobile, it is unfortunate that in the listing of events that occured this response does not reflect the months of me contacting T-Mobile to resolve their billing issue so I could go back to receiveing an accurate bill months, over hours spent on phone calls without one single representative taking action, following up or any resolution what so ever Also, seriously aggressive treatment at the store by the Manager months of trying to get T-Mobile to simply correct my billing Without any resolution I terminated with them Until the Revdex.com filed this complaint with the there had been zero follow up I think every customer deserves appropriate service however, a customer of years should have certainly been given decent attention
Ihave 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: I agreed to the proposal that the Adrian presentedI explained that due to many failed promises from the company over the course of months, once I verify that the remaining installments of each line as well as any prorated fees are refunded, I will then request the case to be resolvedAt this point only a conversation was had
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
First of all, you only called me once and left a voicemailYou emailed me and I immediately responded to you, have the copy of the email and can forward it to youI do not want to pay late fees that are related to your lateness in adjusting the bills even after several emails and calls, which is why I did not pay yetAnd I still don't know if you credited me since August for all the bills I already paid where I was getting charged for this iphone 5sI replied to Brandon, you can email me directly pleaseThank you
Sincerely,*** ***

Revdex.com:
From: *** *** [mailto:***@twc.com]
Sent: Monday, September 26, 5:AM
To: Complaints
Subject: Resolution refund received
Good morning,
I have received the resolution prepaid gift card from T-MobileThanks you for your help. This complaint #*** can now be closed. Have a good day! *** ***

October 29, 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 21, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experienced regarding his prepaid phone purchase and the return processAlthough Mr*** utilizes the aforementioned postpaid account, the equipment he references in his correspondence is intended for prepaid servicePlease be advised that per the Terms and Conditions that were agreed upon at the time of purchase, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Nevertheless, in an effort to amicably resolve Mr*** concerns, T-Mobile has advised Mr*** to return the handset along with the sales receipt to the address included below, and upon receipt of the handset, we will issue a refund via a prepaid debit cardT-Mobile USA, IncExecutive Response Attention: Ruben A*** Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Mr*** request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Mr*** please include the handset, battery, charger and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned (I.E., missing a battery or charger) a $restocking fee will be deducted from the credit offered aboveIf the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr***In order to take advantage of this offer, Mr*** must have the equipment postmarked for return no later than November 15, Please note that Mr*** account remains active with a balance of $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, INCRuben A*** Executive Response

December 27,
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 24, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
T-Mobile is delighted that Mr*** has continue to choose T-Mobile as his wireless service provider and we regret hearing of his concerns with our promotional offersAccording to our records Mr*** contacted Customer Care and added two lines of service during our Friends and Family Lines On Us promotionThis promotion ran from November 18, 2016, through November 22, 2016, where eligible customers who have or activate two voice lines on T-Mobile ONE or Simple Choice can get up to two additional lines for free with promotional bill credits
Concurrently, T-Mobile also offered our Fall LG Smartphone Offer, providing customers who also signed up for the new T-Mobile ONE plan or qualifying unlimited data rate plan and purchase a qualifying LG device through our Equipment Installment Plan (“EIP”) could receive a discount on the device via EIP bill credits
Our records reflect that when Mr*** activated his two new lines of service, he qualified for the Friends and Family Lines On Us by maintaining his Simple Choice Unlimited Family plan with 6GB of data rate plan, however as he did not have the T-Mobile ONE plan or have an unlimited data feature, he was not qualified for the promotional bill credits for the two LG K10’s he purchased on EIPWe apologize if any T-Mobile employee failed in any way to explain the promotion during Mr***’s recent visit to our call to Customer Care
Although, it is T-Mobile’s position that Mr*** did not qualify for the promotion, as a courtesy and in an effort to amicably resolve his concerns, T-Mobile has issued a credit for the $for each phone, honoring the promotional bill credit as a lump sum credit and closing out the EIPPlease note that on December 27, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

December 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 November 27, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experienced in regards to the November Samsung BOGO offerIn an effort to provide our customers with new and exciting offers from November 11, 2016, through November 13, 2016, T-Mobile began offering the November Samsung BOGO promotionThis amazing promotion was offered to new and existing customers who add a line to an existing account and purchase two qualifying Samsung Galaxy Superphones on an Equipment Installment Plan (”EIP”); qualifying phones include the Samsung Galaxy S7, SEdge, SEdge or Edge Plus, Galaxy S6, Galaxy J7, or the Galaxy OnThe second device is then provided for free after monthly EIP bill creditsIt is important to note that devices must be purchased on the same day to qualify and that a return of either one or both of the devices will result in a customer being disqualified from receiving the promotionT-Mobile records indicate that on November 5, 2016, Mr*** qualified for and initiated a Jump On Demand (“JOD”) lease with the purchase of two Samsung Galaxy S Edge handsetsPlease be advised that EIP and JOD are payment options that allow eligible customers to purchase/lease handsets and agree to pay the remaining balance in month paymentsIt is important to note that for each of these offerings, payments for equipment are made in a predetermined number of monthly installments (depending on the program)However for both offerings; should a customer choose to cancel their service prior to fulfilling the monthly payment terms, the remaining balance of the financed devices will become due in full on the final billing statementIt is important to note that all customers are required to sign agreements for the monthly payments by electronic signatureBased on Mr***’ personal credit history at the time of purchase, he was not required to make a capital cost reduction; however, he agreed to a series of monthly payments in the amount of $each devicePlease be advised that at the time of Mr***’ purchase of the new handsets, T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if they met his needsT-Mobile records confirm that on November 6, 2016, the two Samsung Galaxy S Edge handsets were returnedT-Mobile records further indicate that on November 11, 2016, Mr*** purchased two Samsung Galaxy S Edge 32GB handsets; one in silver and one in gold, via EIPAdditionally, he purchased two Samsung Fast Charge wireless chargers via EIP as wellOur records further confirm that the Samsung Galaxy S Edge 32GB handset in silver was returned via our T-Mobile retail location thereby disqualifying Mr*** from the November Samsung BOGO promotionFurther, T-Mobile records indicate that on November 16, 2016, Mr*** purchased two Samsung Galaxy SEdge 32GB handsets in silver for his mobile numbers ending in *** and ***Mr*** was not required to make a down payment on the devices but agreed to pay the remaining balance in a series of monthly installments in the amount of $eachFinally, T-Mobile records indicate that on November 27, 2016, Mr*** purchased two Samsung Galaxy S Edge 32gb handsets for the mobile numbers ending in *** and *** via EIPMr*** was not required to make a down payment on the devices but agreed to pay the remaining balance in a series of monthly installments in the amount of $eachIt is T-Mobile’s position that as only one of the handsets that Mr*** purchased was done within the time frame of November 11, 2016, through November 13, 2016, he is not qualified for the promotion and therefore responsible for the remaining balance of the devices and the accessoriesNevertheless, in an effort to amicably resolve Mr***’ concerns, on December 6, 2016, T-Mobile closed one of the EIP’s that was purchased on November 16, 2016, and one of the EIP’s that was purchased on November 27, 2016, effectively providing him with two Samsung Galaxy SEdge handsets at no costAdditionally, on December 3, 2016, a one-time credit in the amount of $was placed by our retail location resulting in an updated credit balance in the amount of $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 Mr***’ recent contact with our retail locationT-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, INCShannon R*** Executive Response