T-Mobile Usa Inc

From: *** *** [mailto:***] Sent: Wednesday, June 08, 4:AMTo: Complaints Subject: Re: You have a new message from the Revdex.com
T-Mobile has agreed to honor my requestI'd like to cancel this request
Your help is Much
appreciated

July 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 July 22, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms*** has experiencedT-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 a The T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedT-Mobile records confirm that on March 2, 2016, Ms***’s account was enrolled into T-Mobile’s Advantage ProgramAs this was after April 1, 2014, Ms***’s account does not qualify for the grandfathered programNevertheless, on July 26, 2016, as a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile has agreed to apply a 10% grandfathered monthly discount to the accountAdditionally, T-Mobile applied a credit of $which represents 10% of Ms***’s payments made to the account since February 10, Ms***’s account currently reflects a balance of $for monthly access charges from June 3, 2016, through July 2, T-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, INCWilliam B*** Executive Response

May 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated May 12, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Ms***’ s concerns to her satisfactionT-Mobile regrets any concerns Ms*** may have experienced with her T-Mobile accountT-Mobile records confirm that on June 4, 2015, Ms*** activated her T-Mobile account and had two mobile numbers ending in *** and ***Ms*** was subscribed to our now grandfathered Simple Choice Family Unlimited Talk, Text, and Data with 4G speeds lines for $per monthOur records further indicate that on April 25, 2016, Ms***’s mobile number ending in *** was canceled, when she transferred the mobile number to another service providerOn May 11, 2016, Ms*** contacted T-Mobile to request cancellation of her mobile number ending in *** since it was not going to be transferred to another service providerAs of May 13, 2016, Ms***’s account balance was $111.07, which consists of her monthly access charges from May 5, 2016, through June 4, 2016, and applicable taxes since Ms*** is on a bill current billing system and gets charged aheadIt is important to note that Ms***’s monthly billing cycle runs from the 5th to the 4th of every monthMs***’s last payment made on the account was on April 23, 2016, in the amount of $104.43, which was due on April 25, for her monthly access charges from April 5, 2016, through May 4, Ms***’s final billing statement has not been produced at this time and will reflect credit for prorated days not usedHowever, in an effort to amicably resolve this matter, on May 13, 2016, T-Mobile applied a courtesy credit of $to Ms***’s accountIn addition, T-Mobile will follow up on June 7, 2016, to remove any prorated final chargesMs***’s account remains canceled with a zero balanceWe are also providing Ms*** with a copy of the May billing statementPlease note that Ms***’s final billing statement is currently pending as the current billing period will close on June 4, Mr*** accepted this as a resolution to this matterT-Mobile regrets any inconvenience to Mr*** regarding this matterBased 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, INCLigia M*** Executive Response

Complaint: ***
I am rejecting this response because: I was told by T-Mobile staff at Quintilio Dr, Bear, DE store that all I had to due was buy the iPhone Plus and get a new line of service what I didI asked multiple times was there anything I needed to due and was told just submit the rebate online and you will get the gift card and Martin who contacted me was really quick and was just rushing me of the phone he didn't seem like he want to try and help me to fix the problem
Sincerely,
*** ***

August 11,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Ms***, she confirmed that this matter had been resolved to her satisfaction
T-Mobile regrets Ms***’ continued concerns regarding our Carrier Freedom offer and the status of her submissionWe are pleased to report that as of the date of this letter, Ms*** has received the approved Carrier Freedom reimbursement in the amount of $1,098.19, which is equal to the full value of the offerPursuant to a conversation with Ms***, T-Mobile confirmed that this matter has been resolved to Ms***’ satisfactionAs of the date of this letter, Ms***’ account remains active and reflects a zero balance
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 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
Alberto V***
Executive Response

March 13,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 4, 2017, regarding the above-referenced account
T-Mobile regrets Mr***’s concerns regarding his JUMP! On Demand (“JOD”) lease upgrade and that status of his returnJOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into
As mentioned in his letter to your office, on August 9, 2016, Mr*** participated in our JOD lease upgrade option which allowed him to trade in his LG Vdevice, lease a new Samsung Galaxy Note handset, and upon receipt of the existing LG Vdevice to our retail store, T-Mobile would end the lease agreement for the LG Vhandset
Unfortunately, T-Mobile has no record of receiving Mr***’s LG VdeviceTherefore, the JOD agreement for the LG Vdevice remained activeFurther review of the account confirms that the usage on Mr***’s LG Vdevice ceased on August 17,
As we were regretfully unable to determine the LG Vas having been return, as a courtesy, T-Mobile has agreed to end the lease agreement for the LG VhandsetAdditionally, T-Mobile has issued account credits totaling $for previously assessed monthly lease chargesAs of the date of this letter, Mr***’s account remains active with a $balanceT-Mobile appreciates Mr***’s feedback and will be reviewed to ensure a better experience when upgrading in the futureT-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
Alberto V***
Executive Response

January 5,
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 27, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
We regret to hear that Mr*** had any concerns regarding the discontinuation of the SCORE programSCORE was a discounted phone pricing program that allowed customers to pay $per month for a period of time and then upgrade without paying full price for their new devicesAs of December 2, 2016, postpaid and prepaid customers were sent a text message notification advising the feature is being removed from their accounts and that they are eligible to redeem a $prepaid MasterCard that can be used in a T-Mobile retail storePlease note that our customers must submit their request at www.T-Mobile.com/promotions using the promotion code SCOREby June 30,
Although, it is T-Mobile’s position that Mr*** was given the average benefit available on the SCORE program as a courtesy, T-Mobile also provided Mr*** with a free month of service by providing a credit of $257.69, leaving his active with a zero balancePlease note that on December 30, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to their 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

October 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 September 28, 2017, regarding the above-referenced accountWe are pleased to inform your office that we have resolved Ms***’s concerns
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 our Customer Care
Starting May 31, 2017, and only for a limited time, *** customers who port over their mobile numbers to T-Mobile as part of Carrier Freedom can now do so without having to tratheir current handsets, which has been a requirement previously*** customers looking to take advantage of the offering must add a new line of service, port in their mobile number from ***, enroll in the $premium handset protection feature, and submit for reimbursement of qualified handset costs within days of activation to receive the reimbursement
T-Mobile records indicate that on August 29, 2017, Ms*** elected to port in three lines of service ending in 9628, 2831, and in order to take advantage of the #getoutofthered promotionAt the time of activation, Ms*** elected to enroll in the T-Mobile ONE Lines for $monthly, including taxes with an additional line cost of $monthly, including taxesIt is important to note that the rate plan qualifies for a $discount per line of service when the account is enrolled into AutoPayMs*** elected to enroll in AutoPay on September 6,
At the time of activation, Ms*** was intending to utilize one Samsung Galaxy Shandset and one Samsung Galaxy SPlus from *** on the T-Mobile network with the #getoutofthered promotionPlease be advised that the Samsung Galaxy Sand SPlus models from *** do not qualify to be reimbursed through the #getoutofthered promotion
Further, it should be noted that while an unlocked Samsung Galaxy Sand SPlus from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked Samsung Galaxy Sand SPlus worked on our network; however, certain advanced features may work sporadically or not at allWe regret any inconvenience Ms*** has experienced
Nevertheless, on September 28, 2017, as a gesture of goodwill, T-Mobile elected to honor the #getoutofthered promotion for the total amount of $1,on Ms***’ final *** billing statement to include the balance for the Samsung Galaxy Sin the amount of $and the Samsung Galaxy SPlus in the amount of $The reimbursement is being provided in the form of a prepaid MasterCard and can take up to ten business days to be delivered to the address of recordUpon speaking with Ms*** on October 1, 2017, she has accepted the offer as a resolution for her concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext***
Very truly yours,
T-MOBILE USA, INC
Jhayd G***
Executive Response

Revdex.com:
As of right now tmobile has made this right

July 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 July 17, 2017, regarding the above-referenced account. T-Mobile regrets any concern Mr*** had regarding the return of the T-Mobile Signal Booster. 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 Mr***'s recent contact with our retail location or when contacting our customer care The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performance. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account. Device returns can be processed by all departments that can access the coverage selection tool, including a retail location On July 15, Mr*** visited a T-Mobile retail location to inquire about the return of the signal booster loaned to him to enhance his in home coverage. He was advised by the store representative that he could return the device in store at his convenience. Per T-Mobile's process on coverage device returns, customers are able to return coverage devices in store as long as a return kit has not been requested by Customer Care or if the account has been canceled. When Mr*** returned to the retail location with the coverage equipment to return, he was advised that he was not able to return the device at a store, however, this was inaccurate and T-Mobile regrets this inconvenience. Later that day, when Mr*** contacted Customer Care to advise of the situation, a return kit was processed by Customer Care, making the coverage equipment non-returnable in the retail locationsMr*** was emailed a return label for the coverage equipment return and would have to use that to return the signal booster Upon speaking with Mr***, he advised he was able to return the device by using the label and that the issue had been resolvedAdditionally, T-Mobile looked into the coverage concern in Mr***'s area and advised that there will be improvement to his coverage area as T-Mobile is modernizing the networkMr*** accepted the resolutionT-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 Juan C*** Executive Response

July 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 July 8, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfactionT-Mobile regrets any concerns Mr*** has experienced regarding his T-Mobile rate plan and featuresBased on our investigation of Mr***’s account, T-Mobile has confirmed that Mr*** is currently subscribed to the promotional Simple Choice Family Match Unlimited Talk, Text, and 10GB of high speed 4G LTE Data for four lines starting at $per monthAdditionally, T-Mobile has confirmed that Mr***’s account is currently subscribed to the promotional Family North America Stateside International Talk feature for $per monthUpon speaking to Mr***, on July 12, 2016, he confirmed that the above-referenced rate plan and features are correct and he has no further account concernsFor calling rates to different countries, we invite Mr*** to view our competitive rates at www.T-Mobile.comPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer CareT-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, INCBrandon M*** Executive Response

Tell us why here
May 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 May 2, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter
T-Mobile regrets Ms***’s concerns in regards to the final balance on her T-Mobile accountPlease note that T-Mobile records reflect the final payment made on the account was on June 22, On June 7, 2012, Ms*** changed her rate plan to the $Classic Unlimited Talk and Text rate planA new contract extension will be based on the rate plan chosen by the customerIt is important to note that the above mentioned rate plan selected by Ms*** was a promotional rate plan that required a two year contract
T-Mobile records reflect that Ms*** updated her billing address on July 29, Please note that when Ms*** canceled her account on August 4, 2012, which was prior to the agreed upon terms, she incurred a $plus tax early termination feeIt is T-Mobile’s position that the charge is valid and owed
Ms***’s billing statement dated August 25, 2012, reflects a total balance owed in the amount of $consisting of a past due balance of $for the billing periods of May 25, 2012, through July 24, 2012, current monthly access charges in the amount of $for the billing period of July 25, 2012, through August 4, 2012, a $early termination fee, and taxes and fees totaling $
Due to continued non-payment, on September 22, 2012, the account was referred to *** *** ***(“***”), a third party collection agency for collection of the outstanding balance of $Please be advised that on August 26, 2015, T-Mobile applied a credit in the amount of $for previously billed third party charges to Ms***’s account leaving a final balance of $On October 25, 2016, Ms***’s account was then reassigned to *** *** *** for the outstanding balance of $Ms*** may contact *** *** *** directly at 1-855-871-*** to discuss her payment options
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
*** *** Executive Response

November 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 November 21, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have spoken with Mr*** at length and reached a resolution he finds satisfactoryT-Mobile wishes to thank Mr*** for taking the time to bring his concerns to our attention and to extend our apologies regarding the difficulties he has encountered throughout the handset upgrade processT-Mobile records indicate that Mr***’ visited a T-Mobile retail location in mid-October to perform a JUMP! upgrade from an iPhone 6s Plus 128GB handset to an iPhone Plus 128GB handsetAs 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 enrollmentAt that time, the iPhone Plus 128GB handset was out of stock, but the retail associated advised him an order would be placed to ship to his home addressMr*** later contacted T-Mobile Customer Care to obtain an update on the order status and learned the order had not been submittedMr*** has since had multiple orders placed, which were canceled for various reasons including an incorrect shipping address and a wrong make/model handset being orderedMr*** has also expressed dissatisfaction with the demeanor and professionalism of the representatives with whom he has spoken throughout the processPlease be assured that T-Mobile takes allegations of employee misconduct very seriously and we make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’ handset upgradeT-Mobile also wish to assure Mr*** his feedback in this matter is very valuable to us as it provides us with the opportunity to make the necessary changes to help future customers avoid such interactionsIn T-Mobile’s previous letter to your office, it was stated that a $credit was promised as compensation for this matter and we have confirmed this posted to Mr***’ T-Mobile account on November 15, In order to provide Mr*** with a truly un-carrier experience, T-Mobile has provided him with a direct email address and contact phone number for our Executive Response Team so we may continue working with him until he feels this matter has been resolved to his satisfactionMr*** has been advised he has a day period from the date of delivery to use his new device and ensure it meets his needsT-Mobile has asked Mr*** to contact the Executive Response Team before the end of this return period so we can further assist him with either completing his JUMP! upgrade or returning his iPhone Plus handset if he finds it is not the right fit for himAt that time, T-Mobile will address any additional concerns Mr*** may have in regards to this matterBased 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, INCLiana G*** Executive Response

Complaint: ***
I am rejecting this response because: Quite frankly, this response shows to me that they did not do enough conducive research into my accountFor example, I personally terminated my line ending in *** for some months due to financial obligations before returning back to the service in December During this time the plan was relegated to another user, phone number ending in ***My line itself was not active and I was assured by T-Mobile that my line was removed as primary account holderThis response shows to me again, if it is to be true, that I was misinformed by T-Mobile that for those months, my line would not be active and the account would not be in my nameFurther, it appears to me that they did not address my concern directly, which was lack of notification regarding undisclosed proration fees that I was assured would not be billed to my accountI have been in contact with T-Mobile's customer care line, during which instances I was told conflicting information regarding the billing of my account.I appreciate the remittance of that amount, but I do not feel that it adequately justifies the poor service nor the duplicitous behavior as exhibited by the employees of T-Mobile or its Customer Care lineI stand by my request that the full amount I have paid in the past be refunded and cancel out the majority of the balance owed
Sincerely,
*** ***

November 20, 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 14, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms*** has encountered regarding her handset unlockOur records indicate that Ms*** requested to have the handset unlocked on November 11, After confirming that Ms*** had met all of the necessary requirements, an unlock request was submitted for Ms***’s Apple iPhone 5S handset, with the expectation that the request would be fulfilled within hoursUnfortunately, Ms***’s account was cancelled that same day, when she ported her mobile number to another service provider, and as such Ms***’s unlock request was deniedPlease note that this was pursuant to T-Mobile policy, due to the fact that she had an unpaid balance on the cancelled account, that must be remitted prior to unlocking the handsetOn November 12, 2015, Mr*** remitted a payment in the amount of $79.42, bringing the account to a revised zero balanceAt that time, an additional unlock request was submitted, and on November 13, 2015, the following email was sent to Ms***: “Thank you for taking the time to contact T-Mobilehours after receiving this email, follow the below instructions for unlocking your T-Mobile iPhoneIf you have a non-T-Mobile SIM card, follow these steps: 1.Remove your SIM card and insert the new SIM card2.Complete the setup processIf you don't have another SIM card you can use, follow these steps to complete the process: 1.Back up your iPhone using iTunes2.When you have a backup, erase your iPhone3.When you see the Welcome screen, connect your device to iTunesIf successfully unlocked, the message Congratulations, your iPhone has been unlocked will display4.Use iTunes to restore your iPhone from the backup you just made5.If your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf it not a T-Mobile device, it will not be unlocked.” Upon receipt of this correspondence, T-Mobile was able to reach Ms*** to discuss her concerns, and confirmed that the handset was now successfully unlockedMs*** advised that she did not receive the unlock instructions email which was sent on November 13, 2015, and as such she had to submit additional unlock requests until she received the instruction email againT-Mobile regrets any difficulty that Ms*** experienced while attempting to unlock the iPhone 5S handset, and as a courtesy to Ms*** for her inconvenience in this matter, T-Mobile offered to waive Ms***’s final billing statement, which will generate on November 24, T-Mobile has agreed to email Ms*** with confirmation when her account is closed with a zero balanceBased 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, INCKayla J*** Executive Response

Complaint: ***I am rejecting this response because:
I am still having issues with my service It repeatedly drops calls, even though I am in sight of the tower It has continued to do this intermittently since Sept 16th They did give me a "cell spot" device to provide better coverage over a third party internet connection, but they are still failing at providing consistent service at my location I am only asking that t-mobile provide reliable voice service to my location It is important that customers are able to reach me when they call A "cell spot" device is normally used when your home or business is too far from a tower to get a consistent signal, this is not my issue Nor is it with a particular device It effects all devices in the same geographical location It seems that T-mobile thinks their service is fixed, but there are still issues with the cell phone tower at my location I will only consider this issue resolved when T-mobile's service is able to provide me consistent trouble free calling for consecutive days. Sincerely,*** ***

August 22, 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 14, 2016, regarding the above-referenced accountWe regret any coverage concerns Mr*** may have regarding the use of his serviceWe are working diligently on network improvements throughout the U.SOur goal is to provide our customers with the best experience possibleUnfortunately, T-Mobile is unable to guarantee coverage in all areas of the United StatesThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile has verified that Mr***’s billing address is in an excellent 4G LTE coverage area and that the towers providing service to Mr***’s coverage area are operating as expectedIn an effort to resolve this matter, on August 17, 2016, T-Mobile sent our engineering a request to investigate Mr***’s coverage area where he states he is receiving increasingly slow data speedsOn August 18, 2016, our engineering team confirmed that there is sufficient 4G LTE coverage outside of Mr***’s billing address with no known services issuesHowever, our engineering team also confirmed that Mr***’s coverage area is prone to heavy congestion during peak business houses, which in turn can result in slow upload speeds during certain times of dayWith that said, our engineering team also confirmed plans for upcoming service improvements within the next several months to help improve coverage and overall customer serviceUpon speaking with Mr***, T-Mobile apprised of the details of our investigation into his coverage areaMr*** has also been encouraged to utilize when availableAs a means of amicable resolution and as a courtesy to Mr***, T-Mobile has applied a courtesy credit in the amount of $to his account, which has resulted in an account credit balance of $T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCEmilio *** M*** Executive Response

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

June 9, 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 3, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced regarding his accountOur records confirm that Mr*** activated his account on May 5, 2009, with three lines of service, ending in ***, ***, and ***On November 22, 2013, Mr*** utilized our Equipment Installment Plan (“EIP”) program with the purchase of an LG GhandsetMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $On March 12, 2014, Mr*** utilized our EIP program once again with the purchase of an T-Mobile handsetA down payment was not required, and Mr*** agreed to monthly installments in the amount of $On October 11, 2014, Mr*** used our EIP program to purchase a Samsung Galaxy ShandsetMr*** was not required to remit a down payment, and he agreed to monthly installments in the amount of $Please note 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 purchaseOn January 29, 2015, Mr***’s line of service ending in *** was moved to another accountOn January 30, 2015, Mr*** cancelled his line of service ending in *** when he ported it to another providerThe third line of service, ending in ***, remained active until August 8, 2015, when it was cancelled at Mr***’s requestAs there were active EIPs on Mr***’s account at the time of cancellation, the remaining balance for each device was assessed to his final billing statementMr***’s balance owed following cancellation was $This balance included $for monthly access fees, applicable taxes, and regular monthly EIP installments, as well as for the remaining EIP balancesAs the balance of $remained outstanding, on November 11, 2015, T-Mobile referred Mr***’s account to a third-party collection agency, Diversified Consultants, Inc., for collection of the balance owedPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingT-Mobile records confirm that on March 17, 2016, Mr*** remitted a payment in the amount of $via Diversified Consultants, Inc., which reduced the balance owed to $On April 2, 2016, Mr*** remitted a payment in the amount of $533.00, which closed his account with a zero balanceIn Mr***’s correspondence, he indicated that he returned the Samsung Galaxy Shandset to T-Mobile after the cancellation of the serviceRegrettably, our records do not indicate that the handset was returned to T-MobileHowever, in an effort to amicably resolve Mr***’s concerns, on June 6, 2016, T-Mobile issued a refund to Mr*** in the amount of $for the EIP balance billed to his final billing statement for the Samsung Galaxy SMr***’s account remains closed with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr***’s credit report to reflect the changeT-Mobile regrets any inconvenience Mr*** may have experiencedPlease 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 recent contact with our Customer CareBased 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

July 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** and *** To Whom It May Concern: T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence dated July 21, 2015, regarding the above-referenced accountT-Mobile records indicate Ms*** activated her account ending in *** on August 7, On June 17, 2014, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy ShandsetEIP 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 installmentsAccordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP paymentsOur records confirm that on July 11, 2014, Ms*** service was moved to the account ending in ***, to take advantage of the Lifeline programThe account ending in *** was closed with a zero balanceMs*** rate plan, features, and EIP were transferred to the new accountWhile the EIP displayed on Ms*** monthly billing statement, due to an inadvertent error, however, the EIP did not display to internal T-Mobile representativesT-Mobile records confirm that Ms*** canceled her account on January 16, 2015, when she ported her mobile numbers to another service providerMs*** billing cycle ran from the 11th of one month to the 10th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through February 10, Ms*** account balance following cancellation was $355.33, which included $for the remaining EIP balance and $for monthly access chargesAs this balance remained outstanding, on May 3, 2015, T-Mobile referred the account to a third party collection agencyPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingIn an effort to amicably resolve Ms*** concerns, on July 27, 2015, T-Mobile issued a credit to her account in the amount of $for the EIP balance and monthly access chargesMs*** account remains closed with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms*** credit report to reflect the changeT-Mobile regrets any inconvenience Ms*** 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 *** *** *** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response