T-Mobile Usa Inc

May 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, regarding the above-referenced account. We are pleased to report that we have resolved Ms***’s concerns to her satisfaction We are truly sorry to hear that Ms*** had anything but a great Un-Carrier experience while working with our Retail and Customer Care teamsWe make every effort to be professional, transparent and courteous, while putting our customers firstThat’s part of our core Un-Carrier values that we strive to live by each and every dayWe regret this has not been her experience and we hope we can fix thatWithout the support of our valued customers, such as Ms***, we wouldn’t be able to continue our movement and growth Our records reflect that Ms*** completed an upgrade on April 29, 2017, to the Apple iPhone Plus during which time she was charged an Upgrade Support charge in the amount of $plus applicable taxesPlease note that these charges will cover a new advanced SIM card, help transferring data between devices, and specialized assistance with performing the upgrade and may be avoided if upgrading through T-Mobile.com or third party vendors like Apple store, Costco, etcWe apologize if Ms*** was not informed of the fee Therefore, as a courtesy for the experience Ms*** had encountered, and in an effort to regain her confidence, we have issued a free month of her rate plan, in the amount of $80.00, leaving her account with a credit balance of $going into her May 9, 2017, billing statementPlease note that on May 8, 2017, T-Mobile contacted Ms*** and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfaction Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Christina S*** Executive Response

March 31, 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 24, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have successfully contacted Ms*** and have resolved the matter to her satisfactionT-Mobile regrets any concerns Ms*** may have experienced regarding her equipment purchaseOur records indicate that on December 10, 2015, Ms*** took advantage of an Equipment Installment Plan (“EIP”) with the purchase of a platinum gold Samsung Galaxy SEdge device for use with the mobile number ending in ***Accordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $At the time of Ms***’s equipment purchase, T-Mobile provided a twenty (20) day return period which allowed Ms*** to use the equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseNevertheless, upon speaking with Ms*** on March 29, 2016, T-Mobile agreed to place an order for a brand new platinum gold Samsung Galaxy SEdge Plus to be shipped to Ms***’s billing address on fileThe new equipment has been ordered via EIP, for which the down payment in the amount of $as well as applicable taxes of $have been assessed as a charge to the billing statement dated April 11, Of the above mentioned charges applied to the account, T-Mobile agreed to apply a courtesy credit for the down payment of $Ms*** was also asked to agree to a series of monthly installments in the amount of $Furthermore, T-Mobile agreed to allow Ms*** to return the Samsung Galaxy SEdge and upon receipt of the equipment in acceptable working condition, T-Mobile will to credit the remaining amount owed on the EIP, in the amount of $T-Mobile provided Ms*** with a prepaid United Parcel Service (“UPS”) return label for which to facilitate the return of the aforementioned equipmentThe return label was sent to Ms*** electronically to her personal email address
In addition, T-Mobile regrets any frustration Ms*** may have experienced with use of the Name ID featureThe Name ID feature, available for a cost of $per month, is an optional feature as well as application, shows the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address bookIt is important to note that Name ID is preloaded as an embedded application on most new handsets sold for use on the T-Mobile networkIt is also important to note that Name ID is a separate feature from Caller ID and all caller information is provided by White PagesThis information is limited to the first and sometimes last name and in some cases when an explicit search is being performed the city, state and zip code if availableHowever, upon further investigation, T-Mobile has confirmed that White Pages does not have access to a person’s personal email addressMs*** has been apprised of this this information as well as how to unsubscribe from the Name ID featureT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCEmilio S** *** Executive Response

We ARE indeed satisfied with the response from T-mobile and their follow up actionPlease include this in that trail

March 29,
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 16, 2017, regarding the above-referenced account
T-Mobile is sorry to hear of Mr***’s concerns with the functionality of his equipment and the warranty exchanges completed
T-Mobile records reflect that Mr*** purchased a Samsung Galaxy Sdevice with 32GB of memory on December 8, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Mr***’s account this warranty has been extended as he subscribed to the optional JUMP! featureDuring the Limited Warranty period, was 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 damage
In reviewing Mr***’s account T-Mobile records confirm that Mr*** completed handset exchanges for his non-working Samsung Galaxy Sdevice with 32GB of memory on February 2, 2017, February 3, 2017, February 9, 2017, March 8, 2017, and March 15,
On March 29, 2017, T-Mobile contacted Mr*** to discuss his concernsIn an effort to amicably resolve this matter, and considering that Mr*** continues to experience issues with his equipment, T-Mobile offered to exchange Mr***’s non-working Samsung Galaxy Sdevice with 32GB of memory for a Certified Pre-Owned Samsung Galaxy Sdevice with 32GB of memory device at no cost to himUpon receipt of the replacement equipment we request that Mr*** returns his non-working device directly to my attention within the next days to:
T-Mobile USA
Executive Response
Attention: *** ***
*** *** *** **
*** ** ***
T-Mobile recommends that Mr*** return the handset via a traceable carrier and request a tracking number when shipping
In addition, T-Mobile issued a onetime bill credit to Mr***’s account in the amount of $for his past due balanceMr***’s account currently reflects a balance in the amount of $due by April 16, T-Mobile appreciates the opportunity to respond to Mr***’s concerns and we regret any inconvenience he may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Maggie R***
Executive Response

February 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** Your File No*** T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 4, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr*** concerns have been resolved to his satisfaction
T-Mobile regrets any concern Mr*** experienced in regards to the Carrier Freedom Reimbursement offerWith regard to Mr*** Carrier Freedom concerns, please note there are several requirements that need to be met to qualify for the Carrier Freedom reimbursementOne of the requirements is customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation
T-Mobile records confirm that on June 15, 2016, Mr*** activated a postpaid account with the mobile numbers ending in *** *** *** *** *** On July 15, 2016, Mr*** documentation was received and validatedTherefore, on the same day, T-Mobile issued a prepaid rebate card in the amount of $776.77, to the billing address on file
On September 8, 2016, Mr*** mobile number ending in *** was cancelled when he ported the line to another service providerOn September 10, 2016, the mobile number ending in *** also was cancelled when it was ported to another service providerOn September 20, 2016, Mr*** mobile number ending in *** was cancelled when it was ported to another service providerOn September 23, 2016, Mr*** mobile number ending in *** was cancelled at his request, thereby cancelling Mr*** account entirely
Records confirm that on November 6, 2016, Mr*** account was reactivated, with the mobile numbers ending in *** *** *** *** ***On December 15, 2016, T-Mobile received Mr*** previous carrier’s final billing statement reflecting these mobile numbersT-Mobile records reflected that Mr*** mobile numbers had been associated with another Carrier Freedom Reimbursement offer that was issued on July 15, Therefore, Mr*** reimbursement offer was declined
In an effort to amicably resolve the matter, and as a courtesy to Mr***, on February 16, 2017, T-Mobile issued a reimbursement in the amount of $1,to Mr*** checking accountMr*** may expect receipt of the funds within one to three business days from the date of processingMr*** has accepted this as a resolution to his 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 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J*** Executive Response

June 6, 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 May 26, 2016, regarding the above-referenced accountT-Mobile regrets the billing concerns Mr*** has encounteredPer T-Mobile’s previous December 30, 2015, response to your file number ***, on December 28, 2015, T-Mobile changed Mr***’ rate plan to a $Simple Choice Family Unlimited Talk, Text & Data rate planIn addition, on December 29, 2015, T-Mobile applied a one-time $account creditMr*** canceled his account on February 4, 2016, when he ported his mobile numbers to another service providerMr***’ balance of $1,includes monthly recurring charges, JUMP! On Demand (“JOD”) lease charges, a returned payment fee, late fees and applicable taxes dating back to the December 23, 2015, billing statementOn May 22, 2016, the account was assigned to Diversified Consultants Inc., a third party collection agency, for further collection attemptsIn an effort to resolve this matter amicably T-Mobile agrees to accept the return of Mr***’ Samsung Galaxy S32GB handset and a settlement amount of $for the handset that is not available for returnIn exchange T-Mobile will agree to adjust any remaining balance and request to delete negative reporting to the credit bureaus regarding the debtMr*** may return the Samsung Galaxy Shandset to my attention at: T-Mobile USA, IncAttn: *** *** *** *** *** *** *** *** *** ** *** While the account is assigned to Diversified Consultants Inc., Mr*** may make incremental payments by contacting the collection agency at 877-550-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, INCPancho Q*** Executive Response

December 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 January 19, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms*** surrounding the Premium Handset Protection programT-Mobile records indicate that on July 5, 2013, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S III handsetEIP 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 $In addition to the purchase of the Samsung Galaxy S III, Ms*** also enrolled in the Asurion Premium Handset Protection program (“PHP”)The PHP bundle allows customers the ability to file an insurance claim for handsets that may be lost, stolen or physically damagedPlease be advised that deductible amounts may vary based on device type, and must be paid in order to fulfill a claimT-Mobile records indicate on September 28, 2015, Ms*** was inadvertently directed to file a PHP claim on her deviceIn lieu of paying the deductible, Ms*** cancelled insurance and purchased a new T-Mobile deviceAlthough amounts paid towards PHP are non-refundable, T-Mobile would like to assist Ms***In an effort to amicably resolve Ms***’s concerns, T-Mobile has issued an account credit in the amount of $for payments made towards the programMs***’s T-Mobile account remains active with a credit of $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, INCTy R***Executive Response

November 29, 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 November 25, 2016, regarding the above-referenced accountWe regret that Mr*** did not find our previous response to be sufficientPlease be advised that upon speaking to Mr***, on November 28, 2016, and in a continued effort to amicably resolve the matter, T-Mobile agreed to apply a credit in the amount of $1,towards Mr***’s account for the final Equipment Installment Plan (“EIP”) balances of his LG G Pad tablets; bringing the total amount of credits which T-Mobile has applied toward the account, in relation to this matter, to $3,Mr*** accepted our offer as a full resolution of the matter and confirmed that he has no further concernsMr***’s account remains closed with a balance of $1,which consists of monthly access charges, monthly EIP installments, final EIP charges, monthly JUMP! On Demand (“JOD”) lease installments, JOD lease purchase price charges, applicable taxes, and fees from the billing statements dated July 14, 2016, through November 14, It is T-Mobile’s position that this balance is valid and owedPlease note that the collection hold which is currently active will expire on December 19, 2016, at which time regular collection activity will resume regarding any remaining balancePlease 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 Executive Response teamWe regret 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

August 22,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** and *** ***
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 9, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is *** and *** ***, and that *** *** is indicated as the authorized user for the account
T-Mobile regrets any inconvenience in regards to the payments for Mr***’s accountT-Mobile records indicate a payment of $posted to the account on March 14, This payment was applied towards the balance of $for the billing statement for service from January to February The account was adjusted a total of $for a returned Apple iPhone Plus, on April 19, updating the balance to a credit balance of $The statement dated April 24, 2017, posted to the account with the credit balance of $T-Mobile has no record of a payment being made to Mr***’s account for the month of April or May
Upon speaking with Mr*** on August 21, 2017, he indicated that a payment was made in AprilT-Mobile requests that Mr*** send a complete unaltered bank statement that displays the disputed payment and a running balance prior to and following the paymentMr*** may send the above requested documents to my attention at ***Upon receipt, T-Mobile will promptly investigate and notify Mr*** of our findingsWe look forward to amicably resolving this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jessica G***
Executive Response

September 15,
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 3, 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 her concerns within this letter
T-Mobile regrets any concern Ms*** experienced while upgrading her device with the JUMP! featureThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per month period beginning six months after enrollment
On November 13, 2015, Ms*** purchased an LG Vhandset on line ending in *** using Equipment Installment Plan (“EIP”)T-Mobile records indicate that on January 16, 2017, the LG Vhandset was found to have physical damageHowever, as the JUMP! feature includes the Premium Handset Protection insurance, the device can be eligible the JUMP! upgrade offer following the processing of an insurance claimAs such, Ms*** initiated an insurance claim with Assurant, the provider of the Premium Handset Protection insurance on the deviceMs*** was informed of the deducible applicable to the LG Vdevice in the amount of $Upon payment of the deductible, Ms*** was able to return the LG Vhandset and the EIP balance of $was removed from her accountThereafter Ms*** purchased a new LG Vhandset on EIP
On September 2, 2017, in an effort to amicably resolve this matter, T-Mobile credited Ms***’s account in the amount of $175.00, which she accepted as full resolution to her concernPlease be advised the credit provided above left the account balance owed down to $
We regret any inconvenience to Ms***; however, the requirements around the condition of the traddevice were related to her in the terms and conditions of the JUMP! upgradeOur review confirms the upgrade was handled in accordance with the terms and conditions of the JUMP! programAs such T-Mobile respectfully declines any further compensation for this matter
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 contacts with our retail location and 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
Carolina F* Executive Response

February 29, 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 February 16, 2016, regarding the above-referenced accountT-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the accountWe are pleased to report that this matter has been resolved to Mr***’s satisfactionT-Mobile regrets any concerns Mr*** may have experienced with respect to his T-Mobile coverage at home and T-Mobile chargesOn December 23, 2015, Ms*** activated service with T-Mobile under a Business account, entered into a JUMP! On Demand lease for an Apple iPhone 6s and activated EasyPayOn December 30, 2015, T-Mobile records indicate that Ms*** requested to be removed from the Business account to an Individual accountT-Mobile transferred her phone line from a Business account to an Individual account resulting in the cancelation of her T-Mobile Business account and her JUMP! On Demand lease for the Apple iPhone 6s to accelerateOn January 20, 2016, T-Mobile issued a bill to Ms*** in the amount of $which was due on February 12, The charges included $for the accelerated iPhone 6s charges and $for prorated services and taxes and fees from December 23, 2015, to December 29, On February 10, 2016, T-Mobile directly debited the balance due of $from Mr***’s bank account via EasyPayOn February 16, 2016, T-Mobile spoke with Mr*** and offered to refund the amount of $back to his bank accountAdditionally, On February 24, 2016, T-Mobile offered to provide a CellSpot Router for his coverage concerns at homeMr*** agreed to each resolution offeredBased 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, INCCesar R*** Executive Response

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

Complaint: ***
I am rejecting this response because:1, T-Mobile failed to admit that the referenced account (T-Mobile Account No***) was created without my authorization or even my knowledge.2, T-Mobile failed to admit that it was T-Mobile’s fault that this account was created, which caused all the trouble.3, T-Mobile’s respond to this complaint is misleadingIt states that “T-Mobile strives to provide world-class service to all of our customers on each and every contact”, that “We also make every effort to provide complete and accurate information to our customers”, and that “We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care department”The fact is that during the multiple times when I initiated contacts with T-Mobile, none of the representative provided me “complete and accurate information”.3, T-Mobile claims that “it is important to note since the account was not activated using Ms***’s social security number, the account will not reflect negatively on her credit report”, but failed to explain to me how this account was created and activatedIf my social security number was not needed to open an account under my name, I have reason to suspect that T-Mobile attempted to defraud me, even more so since it took T-Mobile two months to remove the charges, despite my multiple requests.4, MsG*** from the Executive Response team informed me on March 29th that T-Mobile would contact the collecting agencies in writing to withdraw the alleged debt and to inform the national credit bureaus to discard any negative effect on my credit related to this alleged debtUpon my request, she also agreed to send me a copy of this written correspondence; however, I have yet to receive it, nor have I been informed when I could expect itThis is another evidence that T-Mobile fails to “make every effort to provide complete and accurate information” as they have claimed.5, It is common sense that consequences are to be expected when one makes a mistake, but T-Mobile refuses to compensate me for all the trouble they have caused meT-Mobile made a mistake to open an account under my name, two more mistakes to not investigate fully when I twice informed them that the account was not authorized, two more mistakes to refer the alleged debt to two third part collection agencies without verifying the alleged debt, another mistake to not provide me complete and accurate information when I requested multiple times, and another mistake to not admit these mistakes. Sincerely,
*** ***

April 5, 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 31, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms***’s satisfaction T-Mobile regrets that Ms*** experienced concerns with the coverage at her new home and that she has concerns with the final billing statement. Please be advised that T-Mobile provides a detailed coverage map online at www.T-Mobile.com. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms*** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms***’s account (which matches the address in her correspondence to your office) and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Ms***’s account was billed in advance with our ‘bill current’ system. Ms***’s billing period ran from the 14th of the month through the 13th of the following month and payment was due by the 6th of each month. Please be advised that T-Mobile is unable to produce and send a billing statement until the billing period ends. Ms***’s mobile numbers ending in *** *** *** *** we cancelled on December 29, when they were ported to a new service provider. Please be advised that Ms*** also had a Mobile Internet (“MI”) line of service ending in *** and this line remained active as we did not receive a port-out request for this line of service nor did we receive a cancellation request prior to January 21, 2017. On January 21, 2017, Ms***’s account was cancelled at her request with the cancellation of the MI line of service ending in 4727. Since Ms***’s account was not cancelled until January 21, 2017, her final billing statement was mailed to her address of record after the billing period closed on February 13, 2017. If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase and our records confirm that Ms*** was advised of the final EIP balances that would become due when we spoke with her on January 21, 2017. T-Mobile records indicate that Ms*** agreed to an EIP on March 4, with the purchase of a Samsung Galaxy Note handset, on November 20, with the purchase of an LG Stylo Plus handset and again on December 4, with the purchase of a Samsung Tab E. When the account was canceled on January 21, 2017, the remaining EIP balances of $for the Samsung Galaxy Note handset, $for the LG Stylo Plus handset and $for the Samsung Tab E were each accelerated and posted to the final billing statement dated February 13, 2017. It is T-Mobile's position that the remaining EIP balances are valid and owed Please be advised that Ms*** participated in our Fall Smartphone T-Mobile ONE offer and our Samsung Tablet On Us offer and while the account remained active she received monthly billing credits toward the cost of the EIP for each device. Per the terms of our offers, if the account is cancelled before the EIP is closed, the remaining device balance becomes due and will be billed to the final billing statement and the customer is responsible for the remaining balance if service is cancelled prior to the 24-month EIP being closed On February 24, 2017, a credit in the amount of $was issued to the account and on March 11, 2017, additional credits in the amount of $were issued to the account for promotions that Ms*** was previously enrolled in. Ms***’s final balance totals $and is comprised of monthly access charges for services for the MI line of service from January 14, through January 21, the accelerated EIP balances and taxes. The balance was due by March 6, 2017. If the account reflects an outstanding balance as of May 2, 2017, the account is scheduled to be referred to a third party collection agency. However; T-Mobile placed a collection hold on the account through May 2, As a gesture of goodwill, T-Mobile advised Ms*** that if she returns the Samsung Galaxy Note handset, Samsung Tab E, LG Stylo Plus handset and the chargers to us, provided the equipment is in good condition and free of physical or liquid damage, T-Mobile will credit the final balance in full in the amount of $787.97. Ms*** may return the equipment to the following address: T-Mobile USA, IncAttn: Ally Y*** Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms*** return the equipment via a traceable shipping carrier and that she retain a copy of the return tracking number for her records. T-Mobile appreciated Ms***’s business and we hope we can help her in the future Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

October 12, 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 a letter dated October 4, 2016, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is ***, and that he has designated Ms***’s as an authorized user of the accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfactionOn September 9, 2016, T-Mobile began offering a phenomenal iPhone Trade Up offer for new and existing postpaid customers who tratheir fully paid off iPhone or aboveThese customers that purchase a new iPhone 32GB on EIP and traded in their fully paid off iPhone from any carrier will receive monthly Equipment Installment Plan (“EIP”) bill credits to reduce the total cost of the new iPhone Please be advised that those that traan iPhone , Plus, 6s, or 6s Plus will receive the phone at no cost after tracredits and monthly EIP bill credits; customers that trade in the iPhone 5, 5c, 5s, or SE models will receive the phone at a final cost of $Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the iPhone or iPhone Plus the cost will increase in increments of $for each memory variantAdditionally, the tradevice must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature turned offIf the above requirements are not met the customer will not receive the promotionPlease be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statementIt should be noted that starting on September 15, 2016, customers must switch to T-Mobile ONE to participate in this promotionT-Mobile ONE is our new unlimited price plan so that our customers can unleash the full power of iPhone on the network built for unlimited dataT-Mobile ONE is a radical new take on how we access the mobile InternetWith unlimited everything talk, text and high-speed smartphone dataT-Mobile ONE unleashes customers to just use their smartphones without ever worrying about data limits againIt includes all our Un-carrier benefits: Simple Global, Contract Freedom, Mobile Without Borders, Un-leashed, Unlimited Video Streaming, Stock Up, and T-Mobile TuesdaysIn Ms***’s letter to your office she outlined concerns regarding changing her price planIn an effort to amicably resolve this matter T-Mobile has offered to allow Ms*** to take advantage of the above mentioned promotion for the iPhone without her being required to change her price planWe are pleased to report that Ms*** accepted this offer as resolution in fullBased 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, INCJames H*** Executive Response

June 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated May 24, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms*** in regards to our Carrier Freedom reimbursementPlease be advised that for new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank cardOur records reflect that Ms*** received a tracredit of $at the time of activation and, based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $for the balance of the equipment installments charged by her prior carrierOn May 25, 2016, in order to amicably resolve this matter T-Mobile offered Ms*** a prepaid debit card in the amount of $which she will receive in seven to ten business daysMs*** agreed to this offer as a resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCCesar R*** Executive Response

Complaint: ***Thanks to the Revdex.com staff and for Ms*** *** in considering my requestI am grateful for the acknowledgement of the financial hardship and medical emergency my family and I are dealing withAlthough I am grateful for the $deduction from my bill, I am rejecting this response because I need to have a written guarantee that T-mobile will not charge a restoration fee when the balance is paid in fullI have also not been able to talk to Ms*** *** over the phoneShe has e-mailed me on two occasions for my availability to talk but has not called me because of her scheduleAgain, I am unable to place a call to her because my service is suspended.In the interim, I am still receiving calls daily from T-mobile representatives who are not informed of this pending payment arrangement through Revdex.com with Ms*** ***Unfortunately, I am also unable to authorize a withdrawal from a bank or credit card account for the remaining outstanding balance, so I would like to know when the end of the billing cycle is in September, so I can submit a final payment for service, minus the $fee, and cancel my cell phone service on that dateI believe that date is September 13, 2016, but I would confirmation from Ms*** *** about thisI will pay my bill with cash at a retail store to settle my account
Sincerely,*** ***

Ms. Abigail P*** was not of any help while on the phoneShe did not provide me with enough sustainable information that proves that I owe money to T-MobileShe informed me that she would forward a document showing that I owed the amount requested, within a few minutes of getting off of the phone but she failed to provide me with that document and instead typed up an email stating what she said over the phone and the amount their requesting, which was sent to me the following dayI am very disappointed in T-mobile and how they treat their customersI feel like their robbing meI have all documented proof that I've paid all of my year+ of bills I received from T-mobile while being a loyal customer in which T-mobile simply does not care aboutThis is putting me through a lot of stress and draining me, to the point where I'm experiencing migrainesI pay all of my bills and this is disgusting on their end that they can't provide me with valid proof and information that I owe them, after being with this for 10+ years, this is ridiculous and disgusting! I appreciate the help that I've been receiving from the Revdex.com and I hope T-mobile would honor the fact that I've paid all of my bills and even have it documented, yet they can't provide any documented proof but still want to drag a long term valued customer through hellI would never ever refer anyone to T-mobile, never even think about using any associated with their brand, I will be telling all of my friends, family and coworkers about how they should never go through T-mobile, because I don't want them to ever experience what I'm experiencing!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

April 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Holder: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 19, 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 is pleased to report that the issues Ms*** have presented to your office are resolvedOur records confirm that as of April 18, 2017, Ms*** has completed a Change of Responsibility (“COR”) for the lines of service ending in *** and ***As such, the temporary numbers on Ms***’s account ending in *** and *** are no longer activeMs***’s account remains active with four lines of voice service ending in ***, ***, *** and ***Ms*** is subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly before taxes for the first two lines of service, and $monthly plus taxes for each additional line of service
Additionally, in an effort to amicably resolve Ms***’s concerns, on April 26, 2017, T-Mobile applied a credit to her account in the amount of $960.00, which equals months of the add-a-line charges for the two lines of service ending in *** and ***Additionally, T-Mobile is working to enroll the lines of service ending in *** and *** in our Friends and Family Lines on Us promotional offer as indicated in our previous correspondence to your officePlease be advised that it may take up to two billing cycles for this promotional offer to be applied to Ms***’s accountDue to a balance owed, the account remains active with a credit balance of $T-Mobile regrets any inconvenience Ms*** may have experienced
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Chris P***
Executive Response

November 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated November 3, 2016, regarding the above-referenced accountPlease 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 time as a T-Mobile customerT-Mobile also wishes to thank Ms*** for her feedback as it is valuable and provides us with the opportunity to make any needed improvements in the overall customer experienceFrom September 9, through September 25, 2016, T-Mobile ran the iPhone Trade Up promotional offerThis offer allowed new and existing postpaid customers to trade in their fully paid off iPhone, from any carrier, and get a new iPhone for free via bill credits when purchased on an Equipment Installment Plan (“EIP")EIP 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 installmentsT-Mobile records confirm that, on September 25, 2016, Ms*** agreed to participate in the JUMP! On Demand (“JOD”) lease option for an iPhone Plus 128GB handsetJOD is an month upgrade option using a lease as a financing methodJOD provides the flexibility to upgrade up to three times in a rolling month periodThe rolling month period does not start until the customer completes their first JOD upgradeWhen Ms*** began this JOD lease, there was no amount due at signing and she agreed to monthly payments of $plus applicable sales taxBecause the device was leased via JOD and not financed through EIP, Ms*** was not eligible for the iPhone Trade Up offerT-Mobile regrets any inconvenience this may have cause Ms***While T-Mobile sincerely values Ms***’s business, we also want to provide her with a truly un-carrier experience in regards to the concerns she has expressed to your officeFor this reason, T-Mobile has chosen to honor Ms***’s request to return her equipment and have any remaining balances waived to avoid cancelation costs for changing carriersThe following financing plans are active on Ms***’s T-Mobile account: • JOD Lease begun on November 27, o Two Apple iPhone 6s 16GB devices in Rose Gold and Silver ? Unpaid balance $• JOD Lease begun on November 27, o Samsung Galaxy Note in Gold ? Unpaid balance $• JOD Lease begun on November 27, o Apple iPhone 6s 16GB in Gold ? Unpaid balance $• JOD Lease begun on December 10, o Samsung Galaxy Note in Black ? Unpaid balance $• JOD Lease begun on October 26, o Apple iPhone Plus 128GB in Rose Gold ? Unpaid balance $Ms*** may return the above devices to T-Mobile at: T-Mobile USA, IncAttn: *** *** *** *** ** *** ** *** Once the devices have been received, they will be inspected to ensure they have no signs of physical or liquid damageIf the devices are confirmed to be in good working condition, any related unpaid balances will be waivedShould Ms*** wish to take advantage of this offer, the devices must be shipped to T-Mobile no later than December 11, T-Mobile encourages Ms*** to use a traceable carrier and to retain the tracking number for her recordsBased 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