T-Mobile Usa Inc

March 22,
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 15, 2017, regarding the above-referenced account
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms*** associated to the QApple Trade In Offer promotion
Our records reflect that on March 4, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one iPhone 7+gigabyte (“GB”) Black handset under mobile number ending in ***At the time of purchase, a down payment of $was remitted and monthly installments of $per month were accepted
At the time of the above listed EIP, Ms*** elected to traone iPhone + 64GB Silver handset with IMEI number *** for a trade in value of $Please note that the travalue of $went towards the required down payment of the above listed EIPAdditionally, pursuant to her request, her rate plan was changed to the T-Mobile ONE rate plan for $per month with mobile numbers ending in *** and ***
Please be advised that from March 3, through 9, 2017, T-Mobile offered the QApple Trade In Offer promotion whereby eligible customers would get an Apple iPhone 32GB for free or an Apple iPhone Plus 32GB for $after an instant traand marebate when they porta line and trada qualifying deviceIt is important to note that the remaining EIP balance after trawould be broken down over months and that the net cost of the Apple iPhone or Apple iPhone + after the marebate varied by model an memory sizeAs Ms*** purchased an iPhone Plus 128GB, the net cost of her handset would be reduced to $
There were several eligibility requirements for this promotion and a review of Ms***’s account confirms that as she did not porta line, she is not eligible for the promotionNevertheless, as a gesture of good faith and in an effort to amicably resolve this matter, on March 21, 2017, T-Mobile issued a onetime courtesy credit of $to close and credit the remaining EIP balance of the iPhone Plus handsetWe regret any inconvenience to Ms*** and appreciate her business
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
Aika A***
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, *** **

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 8, 2017, regarding the above-referenced account
T-Mobile is delighted that Ms*** chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms***’s concerns with our Carrier Freedom promotion and the status of her submissionWith Carrier Freedom, consumers can get reimbursed for their previous carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they port their numbers to T-Mobile and tratheir devicesAs can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement, one of those requirements being that customers must submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountIt is important to note that T-Mobile has no record of a Carrier Freedom submission from Ms***; accordingly, a refund was not sent to her
Nevertheless, in order to amicably resolve Ms***’s concerns, on September 14, 2017, T-Mobile has agreed to honor Carrier FreedomWe have asked Ms*** to email the final billing statement from her previous carrier to ***@T-Mobile.com in order to review and process the reimbursementT-Mobile received the copy of the bill statement on September 15, It is important to note that this bill statement included service charges and equipment charges totaling $Therefore, T-Mobile has processed the reimbursement of $which will be sent to Ms*** via U.S Mail as of Monday September 18, 2017, and will arrive in seven to ten business days
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Ms*** 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
Thania R***
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 February 28, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience that Mr*** may have experienced attempting to receive his refund
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contacts with our Customer Care
T-Mobile records confirm that Mr***’s account was activated on December 24, 2017, and then later cancelled on December 27, 2017, pursuant to his request
As of the time of Mr***’s purchase of a new handset for use on the mobile number ending in *** T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if it meets his needsPlease be advised that T-Mobile records indicate that Mr***’s equipment was returned to T-Mobile on January 31, As such, on February 28, 2017, a refund was issued in the amount of $back to the original payment method that was initially used at the time the order was placedThis refund should have been received within three to five business daysShould Mr*** have any further questions about this refund he may contact his financial institution directlyWe regret any inconvenience to Mr*** and appreciate his business
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Tiffany C***
Executive Response

June 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated
June 13, 2016, regarding the above-referenced file numberT-Mobile regrets any inconvenience Mr*** may have experienced in his efforts to obtain the Device Unlock CodeOn June 20, 2016, T-Mobile contacted Mr*** and was able to confirm that he was able to obtain his device unlock code and as such the issue is now resolvedT-Mobile regrets any inconvenience Mr*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCSacny A*** Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactoryIt meIf not received visa I will continue to contact company
Sincerely,
*** ***

May 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 April 19, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’s satisfactionT-Mobile regrets that Ms*** did not contact T-Mobile Customer Care to troubleshoot her service issues for a possible resolutionT-Mobile records confirm that Ms*** canceled her account on March 14, 2016, when she ported her mobile number to another service providerMs***’s billing cycle ran from the 19th of one month to the 18th 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 March 18, In an effort to resolve this matter amicably, T-Mobile has sent Ms*** a refund card in the amount of $as requestedMs*** should allow the refund seven to ten days for deliveryThe canceled account reflects a zero balanceT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCPancho Q*** Executive Response

Complaint: ***
I am rejecting this response because:Of the reimbursement of $On June 29, I was told that if I switch over to T-Mobile in a trade in my my daughter IPhone plus that we will receive the reimbursement with in to days if I submitted the final bill which I did MrStephen J*** screen shot the final bill from my phone which I believe in submittedOn July 5th I received texting messages concerning my reimbursement that they didn't have the final bill so I emailed it again the the sent me a text message of $saying it was accepted they I asked about the other amount they said it would be approved never received thatI called several times they kept telling me it was approvedOn The 17th of July I sat down and discussed the situation with the manager she approved itSo now I have to wait another weeks for the reimbursement & that is not acceptableI 1st was told to days I'm requesting ASAPCase#***
Sincerely,
*** ***

April 26,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’ concerns within this letter
T-Mobile regrets any concerns Mr*** experienced regarding his accountOur records confirm that Mr*** activated his account on May 4, 2014, and currently has five active lines of serviceAs of July 11, 2015, Mr*** is has been subscribed to our grandfathered promotional Simple Choice North America Unlimited Talk, Text and Data rate plan at $monthly before taxes for the first four lines of service, and $monthly plus tax for each additional line of serviceMr*** is also subscribed to JUMP! handset protection on his lines of service ending in 8071, 8593, 0644, and at $monthly plus tax per line of serviceAs such, Mr***’s monthly access charges are $before taxes
On October 31, 2015, Mr*** used our Equipment Installment Plan (“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 $On May 1, 2016, Mr*** used our EIP program once again to purchase an Apple iPhone 6S handsetMr*** remitted a down payment in the amount of $27.09, and agreed to monthly installments in the amount of $for the remaining balanceFinally, on February 23, 2017, Mr*** used our EIP program to purchase two Samsung Galaxy SEdge handsets and several accessoriesMr*** 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 purchase
In Mr***’ correspondence, he indicated that he is not receiving a discount on his monthly serviceT-Mobile offers corporate discounts on qualified rate plans to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as 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 discountOur records confirm that Mr***’s account has been subscribed to the Advantage Program since June 5, Regrettably, however, the grandfathered Simple Choice North America Unlimited Talk, Text and Data rate plan is not a qualified rate plan, as it is a highly discounted promotional rate planAs such, Mr*** is not eligible to receive the monthly Advantage Program discount
In an effort to amicably resolve Mr***’ concerns, T-Mobile offers to close the above-referenced EIPs on Mr***’ account if he would like to keep his service activeAlternatively, if Mr*** would like to cancel his service, T-Mobile offers to allow him to return the handsets detailed above to our office in good working order following the cancellation of service, and upon receipt and inspection, T-Mobile will waive the balance on Mr***’ final billing statement, minus any usage charges such as international long distance callingT-Mobile requests that Mr*** contact me directly at the number below to accept one of these offers as resolution to his concerns no later than May 31, T-Mobile regrets any inconvenience Mr*** 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

April 28,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 19, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr*** and resolved the matter to his satisfaction
T-Mobile regrets any concerns Mr*** has experienced regarding his Mobile Device Unlock (“MDU”) requestMDUs are available to customers who meet our eligibility requirementsOne of these requirements is that there must be continuous usage of the device, on the T-Mobile network, for at least seven daysAs Mr*** has not used the device on the T-Mobile network, he is ineligible for a MDU
However, upon speaking to Mr***, on April 28, 2017, he confirmed that the matter has been previously resolved and he has no further concerns related to his T-Mobile service or equipmentT-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
Brandon M***
Executive Response

September 3,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 28, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter
T-Mobile understands how frustrating it can be to receive a bill that is higher than expected and be confused by the charges as well. On July 6, 2015, Mr*** activated an account on the Simple Choice Unlimited Talk and Text Two Lines for $100.00, rate plan. Additionally, Mr***’s third voice line was billed $per month plus taxes, which also included unlimited data. Mr*** also activated a mobile broadband device, with the mobile number ending in ***, on the 5GB Match Your Phone Data Up to 5G rate plan, for $10.00, plus applicable taxes. During the activation process, Mr*** also opted into T-Mobile’s JUMP 2! feature on each of the lines on the account, totaling $per month. With approximate taxes Mr***’s monthly reoccurring charges total $
T-Mobile records confirm that on July 6, 2015, Mr*** took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy Tab white device, an Apple iPhone Plus 16GB device and two Samsung Galaxy S16GB black devices Mr*** was required to remit a down payment of $plus applicable taxes and agree to monthly installments of $for all devices. Therefore, Mr***’s estimated monthly charges are $per month.
T-Mobile records confirm that Mr*** was charged $202.18, for the billing cycle running from July 7, 2015, through August 6, 2015, due to his EIP payments not being included on that billing statement. This is because EIP charges won’t appear until the first bill following the purchase of the devices A payment of $was received on July 29, 2015, reducing the account to a zero balance
On August 7, 2015, Mr*** was then charged on, $282.02, for the billing cycle charges from August 7, 2015, through September 6, 2015. Records confirm that on August 31, 2015, a payment of $was received, reducing the account balance to $62.02, which was due on August 27, 2015. We have carefully reviewed Mr***’s account and T-Mobile has no record of Mr*** being advised that his average monthly bill would be $per month including tax. T-Mobile has confirmed that Mr*** is being billed in accordance with his rate plan and that he has been accurately charged.
It is important to note that the traof a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Mr*** agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”
However, in an effort to amicably resolve the matter, if Mr*** chooses to cancel his services within the next days, T-Mobile will allow Mr*** to return his handsets, in good working condition, within days of this letter, directly to my attention at:
Executive Response
Attention: Diana J***
*** *** *** **
Albuquerque, NM
Upon receipt of Mr***’s handsets, T-Mobile will issue a credit of $1,835.52, to Mr***’s open EIP balance. If Mr*** would prefer to change his price plan and data features in order to reduce the overall cost of his monthly reoccurring charges, he may contact Customer Care at***
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 *** *** ***
Very truly yours,
T-MOBILE USA, INC
Diana J***
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
The resolution has been accepted and I will await the final $credit or gift card reimbursement as part of the agreementI will accept closure of this resolution for now while I wait for the credit/reimbursement.Sincerely, *** ***

July 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated July 14, 2016, regarding the above-referenced prepaid numberT-Mobile is pleased to inform you that we contacted Mr*** and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr*** experienced with unlocking his Samsung Galaxy Note T-Mobile records confirm that Mr*** began using his device with T-Mobile on June 8, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, prepaid customers are eligible to receive a replacement of their device via T-Mobile’s post-exchange program or 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 damageFurther records confirm that Mr***’s equipment is no longer covered by our Limited WarrantyAs such, Mr***’s Note is no longer eligible for replacement through our Handset Exchange ProgramAdditional records confirm that on June 7, 2016, we provided Mr*** with the SIM Unlock code for his Samsung Galaxy Note It is important to note that SIM Unlock codes for devices which utilize a code are provided directly from the manufacturerWe apologize if the SIM Unlock code which we have on record did not successfully unlock Mr***’s Note deviceIn an effort to amicably resolve this issue, T-Mobile mailed a like new and unlocked Samsung Galaxy Note device to Mr*** to replace his non-working deviceThe device will be mailed with UPS Ground and will include a return mailing label for Mr*** to return his non-working Samsung Galaxy Note within days of receipt of the replacement deviceT-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:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI employees with T-Mobile that they took the time to go through and listen to recorded calls and went ahead and honored the fact that they did provide me with a Note as a free upgrade and took my account that's regular standings I'm very thankful for this and I will continue to do my business with T-Mobile with the reassurance that they did go above and beyond to properly review the account I thank the man very much who took his personal time to resolve the matter and upgrade my phone as promised he was also very generous and was concerned of the matter and was able to resolve it within hours so I have kept my business with T-Mobile and at this point I will continue to keep it I am very satisfied with the outcomesSincerely, *** ***

May 5,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No
***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, from Mr*** *** regarding the above-referenced accountPlease be advised that the account holder of record is Ms*** ***, and that she has designated Mr*** as an authorized user of the account
In Mr***’ letter to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile has verified the address on the above-referenced account and based on the coverage map, confirms that the account address is in a very good in-building 4G LTE coverage area with no known issuesHowever, in an effort to resolve Mr***’ coverage concerns, on April 17, 2017, T-Mobile issued a 4G LTE CellSpot device to him
The T-Mobile CellSpot devices 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 homeOur CellSpot devices have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performancePlease note that the CellSpot devices are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a non-return fee that is assessed to the accountOur records confirm that on April 17, 2017, T-Mobile processed an order for a CellSpot device, and as a courtesy to Mr***, the required deposit was waivedThis device was to be sent to Mr*** via three business day shipping, via a third-party shipping provider, UPSPlease note that s UPS is a third-party company, T-Mobile is unable to dictate their policies and procedures, or address concerns regarding shipping timeframes
Please note that although T-Mobile sent the CellSpot device via three business day shipping, due to weather or other factors, shipping timeframes are subject to changeDue to these factors, regrettably, the CellSpot device was not delivered within the three business day periodHowever, our records confirm that the CellSpot device was delivered to Mr*** on April 25, Upon speaking to Mr*** on April 27, 2017, he has confirmed the successful receipt and installation of the CellSpot deviceIf Mr*** experiences any further concerns regarding his coverage, or the CellSpot device, T-Mobile recommends that he contact Customer Care at 800-937-to complete any applicable troubleshootingT-Mobile regrets any inconvenience Mr*** 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

Complaint: ***I am rejecting this response because:
The business must provide details regarding international text messaging charges incurredAs stated before, I used a free international calling app to both call and message while in NigeriaI am aware of the charges that can occur without using an app such as imo or WhatsApp I also have international calling so I am not sure how these bogus charges came about for this months bill?
Sincerely,*** ***

June 13, 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 2, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Ms***’ concerns to her satisfactionT-Mobile regrets any concerns Ms*** experienced with her T-Mobile handset upgradeT-Mobile records confirm that on May 23, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SWhite with 64GB of memory on her mobile number ending in ***Based on her personal credit history at the time of Ms***’ purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $As Ms*** states in her correspondence, she accidently damaged the SIM card tray on her new deviceRegretfully this would void her Limited Handset Exchange Warranty for a replacement as the phone now has physical damageHowever, in an effort to amicably resolve this matter, on June 3, 2016, T-Mobile sent Ms*** a brand new Samsung Galaxy SEdge White with 64GB of memory in exchange for the return of her damaged deviceMs*** accepted this as a resolutionOnce Ms*** receives her new device, we will update her serial number and she will continue to be responsible for her original EIPAlso upon receipt of the phone, T-Mobile will apply a credit for the charge of the new handset in the amount of $Ms*** will not be responsible for any additional chargesIn addition, Ms*** may return the damaged device to my attention at: T-Mobile USA, IncAttn: Ligia M*** c/o Executive Response P.OBox Albuquerque, NM T-Mobile recommends that Ms*** request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms*** please include the handset, battery, charger, and her account information within the box to ensure proper creditPlease be advised if the full kit is not returned (such as a missing charger or battery), a $restocking fee will be deducted from the credit offered aboveIf the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms*** and the EIP balance will then be considered validIt is important to note, Ms*** must have the equipment post marked for return no later than July 10, 2016, to take advantage of this offerT-Mobile regrets any inconvenience to Ms*** 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

August 9,
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 a letter dated July 27, 2017, from *** *** regarding the above-referenced business accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and Ms*** has been designated as an authorized user of the accountAdditionally, 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 concerns this matter may have caused Ms*** and we appreciate the opportunity to address her concernsT-Mobile records confirm that as of February 9, 2017, Ms*** is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $per month which provides the first nine lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityT-Mobile records indicate that lines ending in ***, ***, and *** are each subscribed to our Jump Insurance feature for an additional $per month per linePlease note that Ms*** is taking advantage of our AutoPay feature which, combined with the T-Mobile ONE rate plan, provides Ms*** a $discount for up to eight lines resulting in a total $monthly credit as long as AutoPay is active on the T-Mobile ONE rate planAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay
Between March, 1, 2017, and March 5, 2017, T-Mobile offered the This One’s On Us promotion to new or existing customers such as Ms***To be eligible for up to two free lines of service, which were offered through monthly bill credits, Ms*** is required to maintain her T-Mobile ONE or qualifying Simple Choice rate planThe free lines must have been newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountT-Mobile records indicate that line ending in *** was activated on March 3, 2017, and qualifies for the promotion and is receiving a $monthly credit
T-Mobile records indicate that on August 9, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the following equipment:
• Two Apple iPhone 6S Plus 64GB devices
• Five Samsung Galaxy ONdevices
Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
Please note that between July 22, 2016, and August 31, 2016, T-Mobile offered new and existing customers who purchased a qualifying Samsung Galaxy ONon EIP to receive monthly EIP bill credits which would make the device free after monthsTo be eligible, the T-Mobile ONE Plan or a qualifying Simple Choice plan is required for the term of the EIPRecords indicate each Samsung Galaxy ONis receiving a credit of $
On February 28, 2017, Ms*** qualified for and took advantage of our Equipment Installment Plan offering with the purchase of the following equipment:
• Samsung Galaxy Sdevice
• Samsung Premium S Wireless Charging Pad
• Samsung Galaxy SRoll On Screen Protector
• Samsung Galaxy Evo Case
Ms*** agreed to a series of monthly installments in the amount of $
T-Mobile records indicate that on July 26, 2017, Ms*** qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy SdeviceAccordingly, Ms*** agreed to a series of monthly installments in the amount of $
Based on the above information, Ms*** may expect a monthly recurring charge of $for her nine voice lines with their respective features and equipment
In review of the account, the last three payments on the account were made on June 1, 2017, in the amount of $334.18, on June 30, 2017, in the amount of $321.38, and on August 5, 2017, in the amount of $
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Thania R*** Executive Response

June 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 June 4, 2017, regarding the above-referenced account
T-Mobile regrets any inconvenience to Ms*** regarding her efforts to take advantage of our promotional offersT-Mobile appreciates the opportunity to respond to Ms***’s concerns related to the promotional offers on her T-Mobile accountOur records reflect that Ms*** activated her service on February 22, 2017, and attempted to take advantage of the following promotions:
• Tax Time Switcher Offer; and
• Tax Season Smartphone Offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not
To begin with, our records reflect that Ms*** met all of the requirements for the Tax Season Smartphone offer and as such was sent a Prepaid MasterCard with the full promotional amount
With respect to the Tax Season Smartphone Offer, Ms*** did not meet the requirementsAlthough Ms*** did activate service during the offer window and ported in a number from a different provider, the promotional offer also required that customers submit an online rebate submission form at www.t-mobile.com/promotions within days of activationUnfortunately, T-Mobile has no record of Ms*** submitting her online submission form and as such is no longer eligible for the $per line promotional offer
However, in an effort to amicably resolve this matter, T-Mobile has agreed to apply a onetime lump sum credit to Ms***’s account in the amount of $300.00, which represents the two lines she ported in to T-MobileMs***’s account reflects a credit balance of $77.59, which will be applied towards her bill due on July 15,
Upon review, T-Mobile learned that the incident Ms*** mentions in her letter to your office occurred while she was visiting an indirect dealer of T-Mobile serviceNevertheless, T-Mobile takes allegations of misconduct seriouslyWe have forwarded this matter for further investigation internallyRest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealersT-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
Martin G***
Executive Response

August 9, 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 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** Ford as an authorized user of the account. In addition, we have made attempts to contact MsFord, which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any concerns to Ms*** with regards to her handset. Our records indicate that on July 20, 2017, Ms*** upgraded two of her mobile lines to a Samsung Galaxy Shandset under an Equipment Installment Plan (“EIP”), remitted a down payment in the amount of $and agreed to monthly installments in the amount of $60.00. Please note that at the time of upgrade, T-Mobile provided a 14-day return period which allowed Ms*** to use the equipment to see if it meets her needs. During the return period, if the equipment is not acceptable, it can be 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 purchase. T-Mobile records cannot confirm that Ms*** returned her Samsung Galaxy Shandsets during the return period Please be advised that on July 27, 2017, T-Mobile issued a handset replacement through our Handset Exchange Program for MsFord’s mobile line ending in and she received the replacement handset on July 28, 2017. T-Mobile regrets any inconvenience to MsFord 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 Cesar R*** Executive Response