T-Mobile Usa Inc

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

April 28,
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 12, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** is still experiencing with his T-Mobile account billingT-Mobile records confirm that as of April 26, 2017, Mr***’s account balance reflects a zero balanceUpon speaking with Mr***, T-Mobile explained how he is able to make a payment to his Equipment Installment Plan (EIP) without any confusion regarding his account balanceT-Mobile explained that any payments made to his EIP, will show as a credit balance on his T-Mobile account, and the charge for the EIP will appear on his next billing statement
In an effort to amicably resolve this matter, on April 26, 2017, Mr*** made a payment in the amount of $towards his EIP balance for four of his handsetsIn addition, as a courtesy, T-Mobile applied a courtesy credit of $to his account balance for an additional EIP payment made for his Samsung Galaxy SMr*** accepted this as a resolutionAs of April 26, 2017, Mr***’s account reflects a credit balance of $175.00, which will go towards his next billing statement that will reflect the remaining EIP balance of $T-Mobile regrets any inconvenience to Mr*** regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

October 10, 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 2, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountT-Mobile regrets any concerns Ms*** encountered with her equipment and with requesting that her Samsung Galaxy Sbe unlocked for use with another carrierIn an effort to amicably resolve this issue, on October 4, 2016, we emailed the SIM unlock code and instructions for unlocking the Samsung Galaxy Sto Ms***We apologize that Ms***’s previous requests to unlock her device were declinedAs an additional courtesy, we have applied a credit of $to Ms***’s account which is equal to one month of service on her selected rate planThis credit reduced the outstanding balance on Mr***’s account to a credit balance of $and he can verify this by visiting www.T-Mobile.comT-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, INCChris R*** Executive Response

December 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 29, 2016, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Ms*** which was proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any inconvenience to Ms*** in regards to the return of her Apple iPhone 6s PlusT-Mobile records confirm that on October 3, 2016, Ms*** placed a JUMP! upgrade order for her new Apple iPhone Plus in which upon the return of her Apple iPhone 6s Plus any remaining Equipment Installment Plan (“EIP”) balance would be closedPlease note that JUMP! is a monthly service Ms*** subscribes to that allows her to return her handset once she has paid fifty percent of the retail price for a complete credit of any remaining EIP balance and purchase a new handset on EIPEIP is a purchase option that T-Mobile offers customers to purchase handset via monthly equal installmentsT-Mobile records confirm that Ms***’s Apple iPhone 6s Plus was received on November 18, 2016, and in an effort to amicably resolve this matter on December 1, 2016, T-Mobile closed the remaining EIP balance of the Apple iPhone 6s Plus which was $and credited the billed installment of $leaving a balance of $due by December 11, T-Mobile regrets any inconvenienceBased 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, INCOscar T*** Executive Response

December 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** experienced with his accountT-Mobile records confirm that on June 23, 2016, Mr*** activated mobile number ending in *** on his above accountAt the time of activation Mr*** purchased an LG KdeviceMr*** elected to finance the LG Kthrough the Equipment Installment Program (“EIP”) wherein he paid a down payment of $plus the taxes on the full cost of the device, and agreed to pay for the remaining balance for the device totaling $in monthly installments of $and one final installment of $It is important to note that when a customer has an active EIP loan, and service is cancelled to their account, the remaining EIP loan balance is assessed to their final billing statementFurther records confirm that on July 12, 2016, Mr*** contacted Customer Care regarding issues he was experiencing with his LG KdeviceSince Mr*** was still within the return period for the device, a new LG Kwas ordered through our Handset Upgrade Program to replace Mr***’s non-working LG KThe new order was placed utilizing EIP wherein the down payment and taxes totaling $were waived, and the remaining cost of the device totaling $was financed through EIP wherein Mr*** agreed to pay for this balance in monthly installments of $and one final installment of $A return shipping label was mailed to Mr*** so he could return his non-working LG Kdevice and he was advised that once the device was returned the EIP loan would be endedAdditional records confirm that we received Mr***’s non-working LG Kon October 28, As such, the EIP loan for the non-working LG Kwas ended and credits totaling $were applied to Mr***’s account for the EIP monthly charges which were assessed to his September and October billing statementsWe regret any concerns Mr*** experienced with his data servicesIn reviewing Mr***’s account our records confirm that over the last three billing cycles he utilized an average of 5.3GB of dataOur records confirm that Mr*** was billed correctly for his data usageAdditional records confirm that on December 2, 2016, Mr*** transferred his number ending in *** to another carrier, cancelling his T-Mobile accountIt is important to note that Mr***’s account was not under contractAs such, he is not being billed an early termination feeSince Mr*** cancelled service before the end of his EIP loan, the remaining EIP loan balance of $will be billed to his final billing statement which will be available on December 24, Mr***’s account remains closed with an outstanding balance of $71.46, which includes monthly access charges, equipment charges and taxes for services from November 24, 2016, through December 23, In an effort to amicably resolve this issue, T-Mobile applied a $credit to Mr***’s account to bring the current balance to zeroMr*** will remain responsible for the remaining EIP loan balance for his LG Kwhich will be billed to his December 24, 2016, billing statementMr*** may contact Customer Care at 800-937-once his final billing statement is provided to remit paymentT-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, INCBrian W*** Executive Response

Revdex.com:
My name is *** ***I filed a complaint against t mobile on July 3rd that I would like to cancelI worked with apple to solve the issues.*** ***

May 23,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Name: *** ** ***
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 10, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience Mr*** encountered regarding his accountT-Mobile records indicate that Mr***’s account is eligible to be placed on seasonal suspend once per months for a maximum of consecutive daysPlease note the cost for a seasonal suspend is $plus tax per monthReview of the account confirms that Mr*** requested that his line of service ending in *** be seasonally suspended on November 2016, and resumed on February Mr*** was advised that if at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed
Regretfully, due to an administrative error, the line was not placed under a seasonal suspend for the time Mr*** requestedDue to this, T-Mobile issued a credit in the amount of $for the charges incurred during the time the line was supposed to be placed under a seasonal suspend including three additional months that the line was confirmed to have no usageThe credit applied to the account reduced the account balance to $1,
T-Mobile records confirm that Mr***’s billing cycle ran from the 20th of the month to the 19th of the following month, with payment due on the 12thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers 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
A review of the account confirms that Mr***’s payment that was due on May 12, 2017, was not received on timeIf payment is not received timely, T-Mobile suspends 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 assessedHowever, T-Mobile records indicate that Mr***’s account did not incur any fees for reinstating service
T-Mobile records confirm that on December 29, 2016, replacement equipment was ordered for Mr***’s non-working equipment, and it was shipped to him on December 30, Please be advised that in the replacement box, a set of instructions was provided to inform Mr*** on how to return his non-working equipment and to avoid being charged a non-return feeOur records did not reflect that we had received the non-working equipmentAs such; Mr*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Mr*** at the time the exchange was processed
On April 17, 2017, T-Mobile received the non-working equipmentAlthough this was not within the allotted seven days, as a courtesy, T-Mobile applied a credit of $for the non-return fee and the applicable taxesThe credit applied further reduced the balance to $which remains valid an owed for monthly service charges from December 2016, to May 2017, monthly equipment charges, and applicable taxes and feesT-Mobile regrets any inconvenience
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Abigail ***-R***
Executive Response

May 19,
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 7, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile sincerely regrets any inconvenience Ms*** experienced regarding her Carrier Freedom submissionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devicesNaturally, several requirements must be met in order to be approved for this offer
T-Mobile records confirm that the previous submissions Ms*** provided to T-Mobile have been declined as the final billing statement provided did not provided itemized detailed breakdown of the final bill charges from her previous providerTherefore, T-Mobile was unable to determine the reimbursement value
However, T-Mobile contacted Ms*** on May 17, 2017, and in effort to amicably resolve her concern, T-Mobile has approved a prepaid refund card in the amount of $to be sent to the billing address on her accountPursuant to our conversation, Ms*** advised her issue is now resolvedT-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
Jamen F*
Executive Response

Complaint: ***
I am rejecting this response because:
II sure not how to keep a line with them t get a work phone that I have already paid for I just need them to replace the phone that I have already paid for
Sincerely
*** ***

Revdex.com:

March 31,
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 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Ms*** at the number and e-mail address provided and have been unsuccessfulAs such, T-Mobile will make every attempt to address her concerns in this letter
T-Mobile regrets any continued concerns Ms*** may have regarding our Magenta Potrade in offerAs detailed in our response to your file number ***, our records indicate Ms*** started service on December 4, with two lines of serviceAt the time of Ms***’s activation, T-Mobile was running our Magenta Pooffer wherein customers that ported a mobile number from another service provider could receive up to a $promotional offer in one of the following ways:
• A $rebate card with poand qualifying trahandset or;
• monthly promotional credits in the amount of $with powithout a qualifying trade-in
As T-Mobile has yet to receive a traassociated with either of Ms***’s two lines of service, on February 13, 2017, Ms*** was enrolled in the Magenta Pooffer for her two mobile numbersMs***’s account is scheduled to receive two monthly credits of $per month for monthsT-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
Ronnie A*** Executive Response

August 14, 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 August 1, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ***; however, upon speaking to Ms*** on August 5, 2017, she authorized T-Mobile to discuss the account with Mr*** T-Mobile regrets any concerns Mr*** has experienced in regards to Binge On. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during any of Mr***’s recent contacts with Customer Care. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), so that it is more reliable and consistent, provides a satisfying viewing experience, and uses less dataTo qualify for Binge On, customers must subscribe to a paid data feature with an allotment of 3GB or higher T-Mobile records indicate that on September 28, 2014, Mr*** subscribed to our Simple Choice rate plan, which includes unlimited talk and text and 2.5GB of data on each line at no additional cost. Additionally, and for a limited time, T-Mobile offered to increase eligible customers’ data packages on qualifying Select Choice rate plans from 2.5GB to 4GB until February 28, at no additional cost. It is important to note that as this feature is free, it does not qualify for Binge On. Therefore, it is T-Mobile’s position that the data plans on Ms***’s T-Mobile account do not qualify for Binge On Nevertheless, upon speaking to Mr*** on August 13, 2017, T-Mobile agreed to change the rate plan to one of our Select Choice rate plans and add qualifying data features to each line in an effort to amicably resolve his concerns. Upon completion of this change, the mobile number ending in *** is now subscribed to our 6GB paid data feature, whereas the mobile numbers ending in *** *** *** *** are subscribed to our 3GB paid data feature, making all four lines eligible for Binge On. T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Anthony M*** Executive Response

November 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 October 10, 2016, regarding the above-referenced accountT-Mobile is please to advise that Ms***’s concerns have been resolved to her satisfactionT-Mobile regrets any billing concerns Ms*** has experiencedOn June 25, 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 and to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipment with in the allotted seven day time frameAs such; Ms*** was charged $for the non-return fee including the applicable taxesPlease note that Ms*** canceled her service on November 6, The account has an outstanding balance of $which consists of the non-return fee, monthly recurring charges from September 7, 2014, through November 6, 2014, and an early termination fee of $As the account balance remained unpaid, the account was referred to Enhanced Recovery Centers on October 6, Upon review of the account, our records confirm that Ms***’s non-working device was received at our warehouse on August 14, As such, T-Mobile issued a credit of $to the account bringing the account to a zero balanceIn addition, 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 relating to this accountPlease note that it may take up to days for the credit report to be updatedT-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, INCLupe C*** Executive Response

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

December 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 December 4, 2015, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channelsWe are sorry to hear of Ms***’s concerns regarding the online promotion of the Samsung Galaxy SEdge handsetLikewise, we regret any inconvenience associated with the refund of the Samsung Galaxy Shandset orderOur records confirm that on October 6, 2015, Ms*** purchased the Samsung Galaxy Swith 128GB of memory handset under the mobile number ending in *** for the retail price of $Our records further confirm that on October 17, 2015, Ms*** cancelled the mobile number ending in *** when she ported this mobile number to another service providerT-Mobile has reviewed the order of the Samsung Galaxy Swith 128GB of memory handset and on December 9, 2015, we found that the handset was successfully returned to T-MobileAs such, a refund of $was requested and will appear on Ms***’s original payment method within ten business daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCAida A*** Executive Response

March 31,
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 19, 2017, regarding the above-referenced account
T-Mobile sincerely regrets any inconvenience Mr*** has experienced regarding the billing of his accountA review of Mr***’s account confirms he activated his T-Mobile service on May 19, 2013, and cancelled his service on February 20, 2017, when he ported his mobile numbers out to another carrierA review of Mr***’s final billing statement dated March 9, 2017, reflects the following charges:
On March 9, 2017, a billing statement in the amount of $was created with a due date of April 1, This balance represents the following charges:
• A past due balance of $for monthly recurring service charges for service provided from February 8, 2017, through March 9, 2017, that went unpaid
• Final accelerated Equipment Installment Plan (“EIP”) and JUMP! on Demand (“JOD”) charges for the following equipment:
o $in final EIP charges for a Samsung Galaxy Sdevice purchased on XX
o $in remaining JOD Lease monthly installments plus the purchase price for keeping the device
o $for final EIP charges for a Samsung Premium S Wireless Charging Pad, Samsung Galaxy SEdge Mophie Juice, an IPKS Dual Lyr Larabee Dot Black, an Apple iPhone Glass Screen Protector, and a Samsung Galaxy SEdge Puretek RoHD Impact
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 statementAdditionally, if the account is cancelled prior to a JOD lease being completed the remaining lease installments become immediately due and payableThis information is disclosed within the EIP and JOD agreement provided at the time of purchaseAs a result T-Mobile views the above charges as valid and owed
In an effort to amicably resolve this matter, T-Mobile has provided a collection hold until May 30, 2017, on the account to provide Mr*** with additional time to remit paymentShould Mr*** like to remit payment he may contact our Customer Care at 1-800-937-from his handset
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
Zachary S***
Executive Response

July 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 June 30, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms*** experienced in regards to her non-working handsetT-Mobile records confirm that on April 12, 2016, Ms*** purchased a Samsung Galaxy SEdge Black handset with 32GB of memoryBy 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 ProgramUnder 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 damageT-Mobile records reflect that Ms*** participated in the Limited Warranty Exchange process on May 12, It is important to note that per T-Mobile’s Handset Exchange Program terms and conditions, Ms*** was required to return her non-working handset to T-Mobile’s National Return Center (“NRC”) within seven days of receiving her replacement handsetT-Mobile records confirm that Ms***’s replacement handset was delivered on May 16, 2016, at the billing address on fileTherefore, T-Mobile required that Ms*** return her non-working handset by May 23, Please note that T-Mobile sends its customers text messages in an effort to recover the handset and assist its customers with avoiding a non-return feeRecords confirm that Ms***’s non-working handset was received on May 26, Upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, 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 also accompanies the replacement handsetBased on the above information, it is T-Mobile’s position that the out-of-warranty fee of $was validly assessed
Nevertheless, in an effort to amicably resolve the matter, on July 1, 2016, T-Mobile applied a courtesy credit of $to Ms***’s account for half of the out of warranty fee, reducing her balance to $Please note that this balance also included Ms***’s billing cycle charges from May 23, 2016, through June 22, In an additional effort to assist Ms***, T-Mobile set up an Extended Payment Schedule (“EPS”) for her remaining account balanceMs*** agreed to have the balance divided into nine payments of $to be applied to her following nine billing statements, beginning on her August 15, 2016, billing statementTherefore, Ms***’s account balance has been reduced to zero at this timeMs*** accepted this 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, INCDiana J*** 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 accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfactionT-Mobile regrets any inconvenience Mr*** encountered regarding the return of his handsetPlease be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as on-line at www.T-Mobile.comAs stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).” Based upon the above, it is our position that the restocking fee assessed when Mr*** returned his device on November 3, 2016, is validHowever, T-Mobile records confirm that Mr*** contacted our Customer Care department on November 3, 2016, and that the restocking fee and the Sim Card were both credited toward the account balance in the amount of $Additionally, as a gesture of goodwill, and to compensate Mr*** for his inconvenience, T-Mobile entered an additional one-time courtesy credit in the amount of $toward Mr***’s account balancePlease note, as of the date of this letter Mr***’s account reflects 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, INCMercedes V*** Executive Response

April 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 March 24, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her account balanceT-Mobile attempted to contact Ms*** at the number provided in her correspondenceUnfortunately, the individual who answered advised that Ms*** did not wish to speak with T-Mobile to discuss her concernsAs such, as T-Mobile was unable to speak with Ms***, we will make every effort to address her concerns within this letter
Ms***’s billing statement dated September 16, 2016, was provided showing an outstanding balance of $623.96, which includes a past due balance of $305.19, and new charges of $318.77, which consists of monthly recurring charges, EIP monthly charges, late fees, applicable taxes and fees and due on October 9, T-Mobile records show that the last payment received by Ms***’s was on October 1, in the amount of $305.19, reducing her balance to $Please be advised that this payment covered services provided from July 17, 2016, through August 16, Since payment was not received for the full balance, the balance of $was carried forward to Ms***’s following billing statement
On October 1, 2016, Ms*** completed a Change of Responsibility for all the lines of service on her accountThis moved Ms***’s lines onto another parties account and cancelled her T-Mobile accountThe final billing statement dated October 16, reflects a balance owed in the amount of $consisting of a past due balance of $and current charges of $consisting of pro-rated monthly recurring charges, EIP monthly charges, applicable taxes and fees for the billing period of September 17, 2016, through October 16,
Since payment was not received for the outstanding balance, on January 10, 2017, Ms***’s account was transferred to Amsher, a third party collection agency in an attempt to collect the balance and a one-time non-refundable collection fee of $was charged to her account bringing the balance owed to $
Please be advised that T-Mobile considers this balance valid and owed and respectfully declines Ms***’s request to remove her account from collectionsMs*** can make a payment or discuss any payment plans with Amsher at 1-877-322-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
Jimmie P***
Executive Response

August 4, 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 July 22, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder on record is *** ***, and that he has designated *** *** as an authorized user of the account. We have made attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any inconvenience in regards to Ms***’s equipment chargesPlease be assured that we strive to provide the best Customer Service and most accurate information on each contact with our customers. T-Mobile records indicate on May 4, a JUMP! On Demand lease was initiated on line ending in *** with a LG G Stylo device. There was no down payment required, however, at the time of lease monthly payments of $were agreed upon. At the end of months Ms*** had the option to trade in the device or purchase the device in full for $28.99. Also, on the same date, a JUMP! On Demand lease was initiated on line ending in *** with a LG G Stylo device. There was no down payment required, however, at the time of lease monthly payments of $were agreed upon. At the end of months Ms*** had the option to trade in the device or purchase the device in full for $28.99. Based on our review of the account, T-Mobile records indicate that on July 8, 2017, the line ending in *** participated in our Equipment Installment Plan (“EIP”) offering for an LG Stylo Plus case and screen protector. There was no down payment made for the accessories, however, monthly payments of $were initiated. The total retail cost of the accessories was $ As of July 23, 2017, T-Mobile’s Cash Application department refunded the payment of $74.98, made on July 14, 2017, as a Citibank prepaid card. Please note the refund may take seven to ten business days for receipt. T-Mobile regrets any confusion experienced in regards to payments and equipment plans for the account. As such in an effort to offer an amicable resolution, T-Mobile will offer to close the JUMP! On Demand lease for the LG G Stylo devices. However, should Ms*** wish to return all equipment for the account, within the next days, T-Mobile will close out any remaining installmentsMs*** may contact me at the below listed extension for the return information 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 Jessica G*** Executive Response