T-Mobile Usa Inc

after few back and forward conversation, one guy from customer care finally remove the iphone 6s plus from the line ending in *** and transfer the device to the ***
Finally I am out of the responsability of the device in my current line the ***
When I decide to contact Revdex.com the customer service deny to remove the device from my account and nobody were able to do anything for me
One person from CS fail to inform that a JOD is gonna be always my reposnsability but at the end its not my fault as a customer to know if I switch responsability will happen this to me
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, *** ***

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated April 19, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** has experienced in regards to receiving her final T-Mobile billing statementT-Mobile records indicate on April 7, 2016, Ms***’s account was canceled when her numbers were ported out to another providerPlease be advised, the billing cycle date for her account was set to the first of every monthAs such, the final billing statement will be processed after May 1, 2016, and can take a few days to be completedOn April 20, 2016, we called the number provided for Ms*** ending in *** and spoke with MrDennis Harvey, an authorized user on Ms***’s accountMr*** was advised the final billing statement will be mailed to the address listed on the account after it is processedMr*** stated he understood and would relay the information to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCDaniel R*** Executive Response

March 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 23, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have resolved this matter to Ms***’s satisfactionT-Mobile regrets to hear that Ms*** was not satisfied with our previous agreed upon resolutionAs stated in our previous response to your agency dated March 22, 2016, as a result of late payments on Ms***’s account, she does not qualify for the Smartphone Equality program with the best down payment for her device as she has not had months of consecutive on time paymentsIt is important to note that Ms***’s late payment dated February 11, 2016, in the amount of $was not the late payment that initially reset her Smartphone Equality eligibility, but the payment in the amount of $remitted on October 28, 2015, for the billing statement due October 11, Ms*** will be eligible for the best down payment in March with consecutive on time payments from March As previously advised, any payments that post hours after the payment due date will reset the monthly counterT-Mobile regrets any confusionT-Mobile sincerely regrets if any representative advised Ms*** she would receive a 15% corporate discount for her affiliation with Onex CorporationIn order for Ms*** to be transitioned to T-Mobile’s advantage program, T-Mobile required Ms***’s bill cycle be changed from closing on the 18th of the month to close on the 6th of the monthConsequently, this resulted in a change of the date the bills are due and following the change they were due on or around the 27th of the monthFollowing the change, the account experienced a billing period spanning December 19, 2015, through January 6, 2016, due on January 27, In regards to Ms***’s concerns she brought up regarding her free data promotion, as stated in our previous correspondence to your agency, Ms*** received credits for the three months of having the $unlimited data feature on January 21, 2016, February 21, 2016, and March 12, T-Mobile regrets if Ms*** was inconvenienced in any way regarding receiving the above-referenced credits
Regarding Ms***’s deposit, T-Mobile records confirm Ms***’s $deposit that was required when she activated service on March 18, 2015, was returned to her open account balance on March 13, 2016, binging her account balance owed from $to $As Ms***’s deposit was already returned, T-Mobile is unable to apply it towards the down payment of any additional devicesNevertheless, in an effort to amicably resolve this matter, on March 24, 2016, upon speaking to Ms*** T-Mobile offered to reverse our previous credit offer and instead offered to accelerate her eligibility to receive best down payment immediatelyPlease note that Ms*** declined this optionAlternatively, as a gesture of goodwill, on March 24, 2016, T-Mobile applied an additional credit in the amount of $to Ms***’s accountMs***’s account now reflects a credit balance of $Upon speaking with Ms*** she accepted this as full resolution to her concerns and complaintBased 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, INCZachary S*** Executive Response

March 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** T-Mobile Account Holder of Record: *** ***
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 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that the account holder of record is *** *** and that *** *** has been designated as an authorized user of the accountPlease note that T-Mobile has been unsuccessful in contacting Mr***As such, we will make every effort to address his concerns within this letter
T-Mobile regrets any inconvenience that Mr*** has experienced regarding his international billing concernsWe appreciate the opportunity to respond to this matter
T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra chargeThis global freedom was automatically added to qualifying Simple Choice plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries)Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128KbpsThese speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and mapsHowever, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroadAdditionally, voice calls back to the U.Sand to Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no cost
It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees)Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates
Please be advised that Simple Global is provisioned on Ms***’s above-referenced accountThis feature provides discounted rates while abroad, and is not treated as an international calling feature for customers while domestically stationed
It is important to note that customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add an optional international feature to their account in an effort to reduce the rates chargedThe Stateside International with Mobile feature, available at a cost of $per month provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional countries as well as a 1,minute bucket for calling mobile numbers in MexicoWith both of these features, calls made using a connection are charged the same discounted rates depending on the feature the customer is subscribed to
A review of Ms***’s billing statement dated January 6, 2017, included $in international long distance tolls for Mr***’s mobile number ending ***Please note that T-Mobile records indicate that these calls originated while Mr***’s device was located within the USAs Mr***’s mobile number was not subscribed to an optional international discount calling feature, and as the calls were not originated in a Simple Global country, he was assessed international tolls of $per minute
T-Mobile records reflect that on March 5, 2017, Mr*** contacted Customer Care regarding the international long distance tolls assessed on his account and requested that they be adjusted in fullAs a courtesy to Mr***, Customer Care offered a one-time $creditOur records reflect that Mr*** accepted this credit
In an effort to amicably resolve Mr***’s concerns, and in the Un-carrier spirit, on March 13, 2017, T-Mobile applied a one-time $courtesy credit on his accountPlease note that this credit, coupled with the previously accepted $credit represents the total amount assessed in international long distance tolls on Mr***’s mobile number ending *** included on the January billing statementBased on Mr***’s letter to your office, and review of calling patterns, T-Mobile suggests that he add the optional Stateside International with Mobile feature
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***’s contact with our Customer Care
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
Jason A*** Executive Response

To whom it may concern: T-Mobile did reach out to me on Sun 3/19/after the claim had already been sent to the business from Revdex.comThe representative I spoke to on 3/19/resolved all issues on the phone with me in a very friendly and helpful manner, which is much appreciated.This complaint has been resolved and can be closed. Thank you, ***

May 9,
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 26, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience to Ms*** in regards to our iPhone TrapromotionOn September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If a customer chose the iPhone GB Plus model there was a cost increase of $Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase
T-Mobile records indicate that on September 20, 2016, Ms*** qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Plus 32GB-Black deviceRegretfully, as our warehouse did not receive the tradevice, Ms*** was not eligible for the promotion
However, T-Mobile records indicate that on April 25, 2017, a credit in the amount of $was applied towards Ms***’s account to honor the iPhone TrapromotionPlease note that this credit has covered Ms***’s account balance leaving a credit balance of $T-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Mercedes V*** Executive Response

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Account No***To Whom It May Concern:T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated February 9, 2018, regarding the above-referenced account. T-Mobile regrets any concerns Mr*** experienced regarding the promotion offered for his most recent upgrade. T-Mobile records reflect that on December 18, 2017, Mr*** qualified for our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone Plus 64GB handset with a full retail cost of $799.99. Mr*** was not required to remit a capital cost reduction payment, however he agreed to18-monthly lease payments of $plus tax and a purchase option price of $205.99. It is important to note that T-Mobile records indicate that T-Mobile did not have a buy one get one free promotion during the time frame Mr*** leased his handset. However, from December 21, 2017, through December 24, 2017, T-Mobile offered the December Apple iPhone BOGO promotion where new and existing postpaid customers who bought an iPhone 7, Plus, 8, or Plus on EIP could get another iPhone 7, Plus, 8, or Plus on us (of equal or lesser value up to $via rebate) when they purchased both on EIP and activated at least one new line on a qualifying T-Mobile ONE rate plan. Regretfully, T-Mobile records confirm that Mr*** did not complete purchases within the time frame provided for the promotion, additionally, Mr*** did not activate a new line of service, as such, it is T-Mobile’s position that Mr*** did not meet the requirements for the December Apple iPhone BOGO promotion. In an effort to amicably resolve Mr***’s concerns on Febraury 4, 2018, T-Mobile placed an order for a Samsung Galaxy Note handset to honor a BOGO promotion for Mr***. Regretfully, our records confirm that the wrong handset was sent out as Mr*** did not want the Samsung Galaxy Note handset. On February 12, 2018, Mr*** qualified for our Equipment Installment Plan offering with the purchase of an Apple iPhone Plus 256GB handset with a full retail cost of $949.99. The down payment of $was applied to Mr*** next billing statement as a one-time exception. Mr*** then agreed to 24-monthly installments of $30.00. Upon communicating with Mr*** via email on February 13, 2018, T-Mobile offered to waive the remaining balance of $for the Apple iPhone Plus 256GB handset. Furthermore T-Mobile offered to waive Mr***’s current balance of $125.00. Please note that Mr*** accepted out offer and his account currently reflects a zero balance. 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 attention. Should 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

October 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 3, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated Ms*** as an authorized user of the accountT-Mobile regrets to hear that Ms*** was not satisfied with our previous response to your officeT-Mobile records indicate on October 10, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone Rose Gold device for her line ending in ***The EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceThat same day, a separate order was placed for an Apple iPhone Jet Black device on our EIP for Ms***’s line ending in ***T-Mobile records indicate on October 11, 2016, Ms*** contacted T-Mobile stating the device ordered for her line ending in *** was not the correct size and the order was cancelledUpon speaking with Ms*** October 18, 2016, a new order was created for her line ending in *** for an Apple iPhone Plus Jet Black device and an EIP agreement email was sent to Ms*** with the details of her orderT-Mobile records indicate Ms*** received this EIP agreement via email and she agreed to the terms of the orderT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCJennifer G*** Executive Response

Subject: Credit Score Dropped & Interest Charges wont be removed because of TMobileHello again! I do apologize for being a pain but I am beyond frustrated at the promises being made to meI spoke with Adrianne F* from the office of the President and she promised me as well that she
could refund the money back to my *** cardWhat is with TMobile making promises they cannot keep? She calls me back later saying it actually isn't possible and she can either send me a prepaid MasterCard with the amount or add it to a bank accountIf I wasn't dealing with a credit card that would be fine and allHowever, my credit score dropped because of these charges, and me not paying themThat's permanent damage that can only be fixed by the money being directly added back to my ***If I make a payment to Disocver, that won't fix the damage that was done to the credit score by not paying the charge, if that makes senseI spoke with *** and they said I cannot use a prepaid MasterCard to pay my billI explained my situation to them and they said it is TMobile's hands to fix the matter. I hate to be a pest, but this isn't rightI shouldn't have my credit score dented because of a TMobile errorI mean my score was in the 700s and now it's in the 600s...respectable score still, but not fair that I have to encounter all of this because of you guys. On Jan 29, 9:PM, "*** ***" wrote:Hello, Back in November, I signed up for a a T-Mobile One plan that included ***While at the T-Mobile store on *** *** * *** *** ** ***, AZ, the employee said we are set and that *** is included in our plan and is already set upNot thinking much of it I thought that was itOn January 17th while checking my credit card statements, I realize I was charged in November, December & January for ***. I contacted T-Mobile who said *** never got set up, and so they helped me get it connected to my T-Mobile account so I wouldn't be charged againHowever, I was still charged for the last months under the assumption it was set up, as that's what the associates at the T-Mobile store told meI spoke with many agents, and the agent Rashelle (spelling?) that I spoke with on January 18, said she will refund the *** charges (totaling $36.00) on my *** credit cardShe even asked for my card info so she could "process the refund" and it would take 5-business days to show up. I call today (January 29th) and it still isn't showing on my credit cardI speak with multiple agents (Angel, her supervisor Ivan & his manager, Gen), and they say it isn't possible to refund it on a credit card and all they can offer is a $credit to my T-Mobile billWell one, that credit doesn't help my credit card bill that I am now getting charged interest on for not paying the *** feesWhen I asked Ivan who will pay for the interest charges, his response "You will" (meaning me)I shouldn't have to pay for the interest charges from an error that T-Mobile causedI have separate bank accounts for the *** credit card and the T-Mobile billI am beyond frustrated that Rashelle promised to refund the money on my *** credit card and now I learn that isn't happeningAnd that I have interest charges that I have to pay for because T-Mobile screwed upI would like to request T-Mobile either refund the money back to my *** card, or they send me a check with the refund amount for the months of *** I got charged for & the interest charges I incurred. Phone support was not willing to bend and help me out, and to me, given this is at the fault of T-Mobile, I would appreciate they take responsibility and help work towards a resolution. Thank you!

April 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence
dated April 27, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with his recent equipment purchaseOur records confirm that Mr*** purchased a T-Mobile Subscriber Identity Module (SIM card) on March 19, Mr*** remitted a payment in the amount of $at that time for the SIM card and applicable taxesT-Mobile records confirm that Mr*** returned the SIM card to T-Mobile as of April 4, Our records confirm that a refund in the amount of $was issued to Mr***’s credit card used for the March 19, purchaseUpon speaking to Mr*** on April 28, 2016, he has confirmed that he has received the refund in the amount of $T-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

February 15, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: *** *** ***Your File No***T-Mobile Account No***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 9, 2018, regarding the above-referenced account. T-Mobile was able to reach Ms*** on February 15, in which we were able to obtain her account informationWe are pleased to report Ms***’s concerns have been resolved to her satisfaction.We regret any continued concerns Ms*** has experienced regarding her T-Mobile account, and we appreciate the opportunity to provide the necessary details. T-Mobile records reflect that on December 4, 2013, the line ending in subscribed to our JUMP! Feature. On February 23, 2015, Ms*** contacted Assurant Solutions, Inc(“Assurant”) to file an insurance claim for line ending The following day, on February 24, the JUMP! Feature was removed from Ms***’s accountOn February 24, 2015, Ms*** contacted Customer Care stating the replacement device she received was not the device that was referenced at the time of the claimT-Mobile advised Ms*** to contact Assurant at 1-866-866-or online at www.myphpinfo.com for further assistant. On March 12, 2015, T-Mobile records confirm Ms*** contacted Customer Care stating she received a letter from Assurant claiming the insurance was cancelled for line ending due to filing two claims within a month rolling period. T-Mobile advised Ms*** to contact Assurant at 1-866-866-or online at www.myphpinfo.com for further assistantShould be noted, T-Mobile records reflect on June 2, was the only claim that was filed on line ending 9442.On February 15, after speaking with Ms***, she was instructed by Assurant to send the original damaged handset as well as the replacement handset that was received on February 24, Ms*** states the devices were returned but was unable to provide a tracking number for verification.T-Mobile records confirm Ms***’s May billing statement, reflected a charge for an Assurant Product Non Return fee of $and Assurant Salvage Non Return $for line ending plus monthly service fee of $91.62, monthly equipment charges of $taxes and fees for a total amount of $In addition, Ms*** stated that she requested the account to be cancelled in May after the issues with Assurant. However, T-Mobile records do not reflect a request for cancellationMs*** continued to be billed the monthly service fee of $91.62, monthly equipment charges of $taxes and fees until September 23, 2015, when the account was canceled for nonpayment with a final balance of $715.22. Thereafter, Ms***’s account was assigned to the collection agency Receivables Performance Management (“RPM”) for non-payment since transferred to Southwest Credit (“SWC”) located at *** *** *** *** *** *** ** *** and can be reached at 1-800-462-3894. T-Mobile’s review of this matter has confirmed that Ms*** was billed appropriately. Nevertheless, in an effort to amicably resolve Ms***’s concerns, T-Mobile applied a bill credit of $bringing the account balance to a zero balanceMs*** is no longer financially responsible for the account. T-Mobile regrets any inconvenience Ms*** may have experienced. T-Mobile has removed the account from third-party collections and requests the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to days for Ms***’s credit report to reflect the change. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at 1-877-290-ext***.Very truly yours,T-MOBILE USA, INC.Rochelle M***Executive Response

April 5,
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 March 22, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that *** *** is designated as an authorized user of the accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any concerns that Ms*** may have experienced regarding the above-mentioned accountT-Mobile appreciates the opportunity to respond to Ms***’s concerns related to the billing on the above T-Mobile accountOur records reflect that Ms*** activated mobile numbers ending in *** and *** on November 27, and attempted to take advantage of the following promotions:
• Friends and Family lines On Us;
• Apple Black Friday offer
As can be expected, there are several eligibility requirements for each of the above promotions
To begin with, our records reflect that Ms*** met all of the requirements for the Friends and Family lines On Us offer as she activated two new voice lines, for which she is receiving the expected monthly bill creditsT-Mobile records indicate that on November 27, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 6s devices and one iPhone T-Mobile records confirm that Ms*** has been receiving the monthly credits for the Apple Black Friday offer promotion for her iPhone Regretfully, due to an inadvertent error, the two iPhone 6s devices did not receive the monthly credits
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 2, 2017, T-Mobile re-verted Ms*** back to her previous Simple Choice lines for $rate plan with 6GB of data and $add-a-linesAdditionally, T-Mobile removed the EIP’s for the two iPhone 6s devices and the iPhone 7, and has offered to credit Ms*** one month of service on April 13, 2017, as a gesture of goodwillMs*** has accepted our offer
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
Chris L***
Executive Response

Complaint: ***I am rejecting this response because: Brandon M*** sent me an email dated 8/5/10:50am ESTwith his contact number. I called the number listed and left a voice message that I was returning the call and provided the hours I was available since it was a work number. MrM*** returned the call minutes after hours on 8/5/15. I called him again on 8/6/and again advised my working hours and that I'm in the Eastern Time Zone, whereas he is in the Pacific Time Zone to better educate him. I've have now been waiting four hours for him to call back. I do not like him stating he has tried contacting me numerous times when it has been twice. They have my cell phone number and can call that.I do agree with the phone replacement however I have lost minutes from my account since I returned my phone. I have the SIM card and battery in my possession. TMobile needs to reimburse my account for the minutes lostThey said the SIM card hit towers while I was driving around with it and the battery in my purse. Everyone in the cell phone business I have talked to has stated that this is impossible. I still want the minutes replaced in my account.Thank-you.Sincerely,*** ***

April 27, 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 14, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any inconvenience that Ms*** may have experienced regarding the balance on the above referenced accountT-Mobile records indicate that Ms*** has qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of several handsetsEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsOn May 15, 2014, Ms*** purchased a Samsung Galaxy S handset for use on the mobile number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $On February 21, 2015, Ms*** purchased a Samsung Galaxy Note handset, and several accessories for use on the mobile number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $On October 16, 2015, Ms*** purchased a Samsung Galaxy Note handset for use on the mobile number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $Additionally, On October 16, 2015, Ms*** purchased a Samsung Galaxy Tab A tablet and several accessories for use on the mobile internet number ending in ***Based on her personal credit history at the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramAlternatively, Ms*** can replace her device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageOn December 24, 2014, replacement equipment was ordered for Ms***’s non-working equipmentPlease be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such; Ms*** was charged $for the non-return fee and applicable taxes on her billing statement dated February 25, It is important to note that the possibility of a non-return fee was disclosed to Ms*** at the time the exchange was processedAs of the date of this letter, our records do not indicate that we have received the non-working equipmentAs such, the non-return fee of $assessed on her billing statement dated February 25, 2015, remains validT-Mobile records confirm that Ms***’s billing cycle ran from the 25th of the month to the 24th of the following month, with payment due on the 20thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateA review of the account confirms that Ms***’s payment that was due on March 20, 2016, was not received on timeT-Mobile provided Ms*** with calls, text messages and a billing notification providing the payment due dateAs payment was not received timely, on April 3, 2016, and again on April 12, 2016, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when T-Mobile resumed the account, the account was assessed a $restore from suspension fee per line of servicePlease be advised that Ms*** currently has a total of five lines on her accountAs a courtesy to Ms***, on April 12, 2016, T-Mobile waived the restore from suspension fees when the account was reactivatedHowever, T-Mobile did not adjust the restore from suspension fees that were charged when Ms***’s account was reactivated on April 3, It is important to note that Ms*** is currently subscribed to the Simple Choice Value rate planThis competitively priced plan provides Ms*** with unlimited nationwide minutes, domestic messaging and on network data usage for four lines of serviceThis rate plan is billed at a rate of $per month before applicable taxes and feesT-Mobile records indicate that Ms*** is currently subscribed to the optional Premium Handset Protection (PHP) which is provided by Assurant, IncPlease note that this feature is billed at a rate of $per line per month before applicable taxesAs Ms*** has a total of four lines on the account that our subscribed to the PHP feature, she pays an additional amount of $per month before applicable taxesT-Mobile records indicate that Ms*** currently has one mobile internet line on her account and is subscribed to the Simple Choice Value rate planThis competitively priced plan provides Ms*** with unlimited domestic messaging and on network data usage with the first two (2) gigabytes at up to 4G speedsPlease note that this plan is billed at a rate of $per month before applicable taxesHowever, Ms*** receives a $monthly discount towards this plan for having four active voice lines on the accountAs such, this plan is billed at a rate of $per month before applicable taxesPlease be advised that Ms***’s monthly billing statement contains $for EIP equipment charges, and $for monthly access chargesHer estimated bill before taxes and applicable fees totals $However, as Ms*** stated in her correspondence to your office, on December 24, 2015, she agreed to an extended payment arrangement which allowed her to pay off her previous balance of $in eight monthly payments of $per month in addition to her monthly billing statementThis increases her monthly billing statement to $per month before applicable taxes and feesT-Mobile regrets any issues that Ms*** may have experienced attempting to view her monthly billing statement on our website at www.my.t-mobile.comIt is important that if Ms*** experiences any difficulties with the service, that she provides Customer Care the details of the problem, including the date and time in which it occurredPlease note that this information is critical to our ability to evaluate and troubleshoot the serviceShould Ms*** still be unable to view her monthly billing statement online we recommend that she contact Customer Care at 1-800-937-in order for us to further troubleshoot the matter furtherIn an effort to amicably resolve this matter, on April 27, 2016, T-Mobile applied credits to the account totaling $for the restore from suspension feesThis reduced her remaining past due account balance to $This balance consists of monthly access charges, EIP, and all applicable taxes for the billing period dates of February 25, to April 24, In a further effort to resolve this matter, on April 27, 2016, T-Mobile applied an additional credit to the account in the amount of $for the non-return fee and all applicable taxesThis reduced her remaining past due account balance to $As previously stated in our correspondence to your office, this balance consists of the remaining monthly access charges, EIP, and all applicable taxes for the billing period dates of February 25, to April 24, 2016, and was due to T-Mobile on April 20, Ms*** may contact Customer Care directly at 1-800-937-to discuss payment optionsWe regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext*** Very truly yours, T-MOBILE USA, INCTiffany C Executive Response

Complaint: ***
I am rejecting this response because: I asked the collection agency to provide me with documentation verifying this account with my signature and this was not provided, I was just provided a bill which does not confirm these charges belonging to me
Sincerely,
*** ***

July 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 July 23, 2015, regarding the above-referenced accountT-Mobile is pleased to report that Ms*** concerns have been resolved to her satisfactionBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageWith regard to Ms*** handset, upon receipt we examined it and it was found to have sustained LCD screen damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms*** at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedHowever, in an effort to amicably resolve the issue, on July 26, 2015, T-Mobile applied a courtesy credit of $to the account, reducing the account balance to $T-Mobile records indicate that on July 26, 2015, payment arrangements were made with Ms***, with regard to her outstanding balanceT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCDiana J*** Executive Response

July 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 June 24, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr*** regarding our Black Friday promotionPlease be advised that from November 24, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr***, who trada qualifying fully owned Apple, Samsung, or LG handset from any carrier. With that trade-in, and subscription to our T-Mobile ONE rate plan or eligible Simple Choice Unlimited rate plan, Mr*** was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus at a discount cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP According to our records on November 27, 2016, Mr*** purchased four Apple iPhone 32GB handsets through our EIP and subsequently traded in two Samsung Galaxy Shandsets, an Apple iPhone 5S handset and an Apple iPhone 4S handset with the intention of taking advantage of the promotionAlthough Mr*** completed the trade in and upgrade qualifications, he did not enroll in a qualifying rate plan or upgrade to the unlimited data service and therefore was not enrolled in the promotion accordinglyWe apologize for the inconveniences this has caused Mr*** Nevertheless, in an effort to amicably resolve Mr***’s concerns, T-Mobile agreed to honor the promotion and as such closed the outstanding EIP balances on the Apple iPhone handsets as paid in fullPlease note that on June 30, 2017, 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 Adrianne F* Executive Response

Complaint: ***
I am rejecting this response because: none of this information you just sent was correct I went into the local T-mobile store and I called to make sure I understood the jump program and got the right dates as to when we upgradedMay 13,we upgraded and turn the iPhone 6s in, we had this phone on our account for monthsFebruary 25,we upgraded and turned in our Vand iPhone 6s these two phones were also on our account for monthsApril 16, I upgraded and turned in the galaxy note 4, this phone was on our account for one year and eleven monthsThe last phone we turned in January 10, this phone has been on the account for two years and one monthThe emails I have from the CEO assistant do not add up with the dates you have sent meI am a pretty fair person and right now I just feel like this company has messed up big time and is refusing to give us a proper refundWe will continue to fight this until we are refunded correctlyWe were informed by the corporate offices that not only were me and my fiance paying for the iPhones 6s but another customer was paying for the exact phone that we are paying for and we no longer have the deviceSo this company is making double the money and is refusing to be fair in this situationI have emails from the CEO and the information that was sent to me today is not adding up, which makes me believe your company is doing everything in their power to not repay us the $that we have over paid for phones we turned in correctly,but your employees did not put in the system that the phones were in great shape and have been turn inIn summary these are alot of inconsistencies within this situationWe plan to continue this until we are refunded what we have over paid by check and then we will take our business else where
Sincerely,
*** ***

November 14, 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 8, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms*** has experienced regarding your above-referenced file numberPlease be advised that T-Mobile’s Executive Office assigns representatives to resolve and respond to matters based off of staffing availability; should a customer respond to your office with additional concerns, the responding T-Mobile representative may be someone other than the original respondentBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedShould Ms*** have additional concerns related to this matter, she may contact James H***, of T-Mobile’s Executive Response Team at 877-290-ext*** or myself at ext*** Very truly yours, T-MOBILE USA, INCJason A*** Executive Response

May 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 16, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letter
We regret any inconvenience Ms*** experienced regarding her accountMs*** is subscribed to our T-Mobile ONE rate plan, which for $130.00, provides the first two lines with unlimited talk, text, and data up to 4G/LTE speeds depending on device capabilityThe two additional lines added after the first two are each $per monthPlease note that Ms*** is also subscribed to device protection insurance on five of her linesDevice protection is a service that provides insurance coverage for accidental damage, and lost/stolen protection which varies in price from $to $depending on the device being usedMs*** is currently assessed $per month in device protection features
Ms*** has an active Mobile Internet line of service for an Apple iPad Pro, which for $a month, includes 2GB of high speed dataPlease be advised that Ms*** also has an Apple Watch device on our T-Mobile One Wearable plan for $monthly which includes unlimited talk, text, and data up to kbps depending on device capabilityBy having a voice line active on the account, Ms***’ Mobile Internet device and Wearable line, qualify for a $discount which brings the cost of the Wearable line to $a month and $for the Mobile Internet line of service
A review of the account confirms that Ms*** participated in our Equipment Installment Plan (“EIP”) offer for the following equipment:
• An Apple Watch
• An iPhone Screen Protector
• Two iPhone handset cases
• An iPhone 6s Plus screen protector
• A Handset Charger
• An Apple iPad Pro tablet
• An iPhone Plus 32gb device
• A Samsung Galaxy Sdevice
• An iPhone 32GB device
• A Samsung VR
• A Galaxy SEdge Case
• An iPhone Plus Screen Protector
• An iPhone Screen Protector
Based on the above equipment, Ms*** is currently assessed $monthly for EIP chargesIncluding monthly access charges, features, and equipment charges, Ms***’ services are estimated to be $monthlyIt is T-Mobile’s position that Ms*** has been billed in accordance with her selected services
After further research, it should be noted that Ms*** has incurred late payments fees, service processing fees, and restoral fees in the past which have impact the account balanceT-Mobile records indicate Ms***’s most recent billing statement dated May 4, 2017, for the billing period of May 5, 2017, through June 4, 2017, includes a balance of $The difference of $is due to insurance added to line ending in mid-billing cycle resulting in a prorated charge of $7.67, a late payment fee of $5.00, and a payment processing fee of $It is T-Mobile’s position that the $balance is valid and owed which had a due date of May 25,
T-Mobile provides a number of options for Ms*** to pay outstanding chargesCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with Customer Care
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
Thania R***
Executive Response