T-Mobile Usa Inc

July 21,
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 July 9, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has resolved Ms***’s concern to her satisfaction
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care Department
Additionally, T-Mobile regrets any concern Ms*** has regarding her Apple iPhone 6s handsetT-Mobile records reflect that on November 27, 2015, Ms*** leased an Apple iPhone 6s GB utilizing our JUMP! On Demand (“JOD”) lease optionJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementPlease note that the total of the monthly lease payments and the Purchase Option Price total the same amount as if the device were purchased outright
In addition, by purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** 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
On February 10, 2017, our records indicate that Ms*** processed an advanced replacement warranty exchange due to handset display issuesThe exchange device was delivered on February 13, 2017, and Ms*** completed the exchange on February 17,
On April 14, 2017, T-Mobile sent the first of three text message notifications to Ms*** advising that she was nearing the end of her lease and would need to decide on one of three options:
• Create a payment plan for the remaining balance;
• Process a JOD upgrade;
• Buy Out the remaining balance; or
• Turn in the device
On May 7, 2017, a second message was sent to Ms*** and on May 15, 2017, Ms*** contacted Customer care to determine what options she hadIt is noted that she had not decided at that time which option she would opt into
On June 9, 2017, the final message was sent to Ms***, advising that after five days the purchase option price would be billed in full to her accountPlease note that no action was taken and on June 14, 2017, the purchase option price of $after tax was billed to Ms***’s accountHowever, as a courtesy to Ms***, T-Mobile waived the purchase option price of $reducing her balance to $due on August 7,
In regards to Ms***’s replacement device, upon speaking to her, she stated she was still having issues with the responsiveness and functions of the device and no longer wanted a refurbished handsetT-Mobile honored a one-time courtesy and shipped Ms*** a new iPhone 6S Plus GB to replace the defective replacement she was usingMs*** agreed to send the defective device back to T-Mobile within days to:
T-Mobile Executive Response
Juan C*** Menaul BlvdNE
Albuquerque, NM
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
Juan C*** Executive Response

October 3, 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 September 29, 2016, regarding the above-referenced accountT-Mobile regrets any confusion regarding our previous response to your officePlease be advised that T-Mobile submitted the previous response prior to speaking to Ms***Upon speaking to Ms***, T-Mobile agreed to send Ms*** a 4G LTE CellSpot to help improve indoor coverage inside her homeAdditionally, T-Mobile agreed to send Ms*** an Apple iPhone Plus 128GB Jet Black 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 installmentsAccordingly, the down payment of $for the Apple iPhone Plus 128GB Jet Black is scheduled to be billed to Ms***’s account once it has shipped and Ms*** has agreed to a series of monthly installments in the amount of $At that time Ms*** agreed to send an Apple iPhone within days of receiving the above-mentioned Apple iPhone Plus 128GB Jet Black to my attention at: Executive Response Team ATTN: *** *** *** *** *** ** *** ** *** Upon receipt of Ms***’s Apple iPhone 6, T-Mobile will issue a credit in the amount of $for the Apple iPhone Plus 128GB Jet Black down paymentT-Mobile recommends that Ms*** return the handset via a traceable carrier, that she disable the “Find my iPhone” feature and request a tracking number when shippingLastly, as courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for monthly access charges from August 9, through September 8, Ms***’s account currently 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, INCWilliam B*** Executive Response

July 18,
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 July 6, 2017, regarding the above-referenced accountT-Mobile records confirm that Ms*** has been listed as an authorized user by Mr***
T-Mobile regrets any coverage issues Ms*** may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability
Our records indicate that the account was on the T-Mobile One Tax inclusive rate plan, which includes unlimited talk, text, and dataT-Mobile reviewed the billing statements from March 19, 2017, to June 18, 2017, and over the course of those three months, Ms*** used an average of minutes with calls as long as minutes, sent and received an average of 1,text messages and used an average of 13,megabytes (gigabytes) of data on mobile number ending in ***The mobile number ending in *** averaged minutes, 1,text messages, and 12,megabytes (gigabytes) of data over those three monthsThe mobile number ending in *** used an average of 1,minutes, text messages, and 9,megabytes (gigabytes) of dataAs such, it is T-Mobile’s position that Ms*** is able to utilize the service and we consider the charges to be valid
T-Mobile records indicate that on June 5, 2017, payment arrangements were made with Ms*** with regard to her outstanding balanceFurther, on June 9, 2017, Ms*** contacted T-Mobile to advise that she was unable to make the agreed upon paymentAt that time, the payment arrangement was extended until June 23, Please note that if a customer defaults on a payment arrangement that has been agreed to, collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agencyAs of June 25, 2017, no payment had been remitted and the services were suspended
Please be advised that T-Mobile no longer has service contracts; however, Ms*** does have devices under our Equipment Installment Plan (“EIP”)
T-Mobile records indicate that on February 18, 2017, Ms*** qualified for and took advantage of our EIP offering with the purchase of two LG AristoOn March 22, 2017, they took advantage of our EIP offering with the purchase of a Samsung OnEIP 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 monthly installments
All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments
In an effort to amicably resolve this matter, T-Mobile will accept the return of Ms***’s devices to our office in exchange for removing the remaining equipment balanceThe equipment must be returned to our office by August 17, Ms*** may return the devices to the address listed below:
T-Mobile USA, Inc
ATTN: Lauren L***
Menaul Blvd Ne
Albuquerque NM
Ms*** should include her account information with the equipment to ensure proper account creditWe regret 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
Lauren L*** Executive Response

April 21, 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 April 12, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** *** and he has designated *** *** as an authorized user of the account. T-Mobile regrets to hear that *** *** had any concerns regarding the international roaming chargesAccording to our records on March 7, 2017, *** *** contacted T-Mobile Customer Care to add on Stateside International feature for $per month, which provides our customers with discount calling rates while in the United States calling abroadHowever, it is important to note that the feature does not include discounts while traveling abroadAs *** *** is billed arrears for their monthly services charges, they were billed for the $feature from February 8, 2017, through March 7, 2017, as well as March 8, 2017, through April 7, We have no record of *** *** or the account holder requesting to cancel the servicesWe apologize for any inconveniences this has caused Please note that T-Mobile offers customers subscribed to eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries) Unfortunately, *** *** traveled to a country not currently participating in our Simple Global servicesAs such, between March 8, 2017, through March 27, 2017, *** *** was billed a total of $plus tax in text message roaming charges and $plus tax in voice roaming charges, for a total of $plus applicable taxes Nevertheless, in an effort to amicably resolve *** *** concerns, as a courtesy, on April 21, 2017, T-Mobile issued a credit of $adjusting the roaming charges in fullThis leaves the account active with a current balance of $consisting of monthly recurring charges from March 8, 2017, through April 7, Should *** *** or the account holder wish to cancel the Stateside International feature, they may contact customer care at 800-937-or remove the feature through their www.my.T-Mobile.com account Again, we apologize for the inconvenience this has caused *** *** and appreciate the opportunity to address their concerns 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

September 15, 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 September 8, 2015, regarding the above-referenced accountT-Mobile regrets any difficulty Ms*** has encountered with her Apple iPhone Plus 16GB since the date of her activation on May 23, T-Mobile records confirm that Ms*** was provided a replacement on June 19, for her Apple iPhone PlusPlease note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange 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 damageAt the time of purchase T-Mobile provides a 14-day return period if the handset does not suit the customer’s needsT-Mobile regrets Ms*** has pasted the allotted return period of 14-days from the date of purchase to qualify to receive a new deviceT-Mobile regrets any misunderstanding about the cost of Ms***’s monthly rate planTo begin with, we looked at Ms***’s rate plan and chosen featuresT-Mobile records indicate that Ms***’s account is currently subscribed to the following: • Simple Choice Unlimited Talk, Text for $with 1GB of data at no additional costIn addition to the above rate plan and data feature, Ms*** purchased an Apple iPhone Plus GB Gold handset using our Equipment Installment Plan (EIP) program whereby she agreed to monthly installments of $for monthsMs***’s rate plan and features total $50.00, but with the addition of the EIP installment, Ms***’s estimated monthly charges and taxes are estimated to be about $per month not including the recently added Corporate discount added on August 24, Please note that T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement listThis Discount Program is referred to as a The T-Mobile Advantage ProgramThe Advantage Program offers new customers a $Reward Card for each new device or tablet that is purchasedT-Mobile records confirm that on August 24, the corporate discount was added to Ms***’s account for her association with United Health Care Management CompanyT-Mobile regrets any inconvenience to Ms***It should be noted that the discount may take two to three billing cycles to appear from when the application is submitted and approvedT-Mobile spoke with Ms*** on September 14, and in effort to amicably resolve this matter has agreed to send Ms*** a new upgrade to the Apple iPhone 6S GB Rose Gold at no additional cost she will continue to pay the $monthly Equipment Installment Plan for the Apple iPhone Plus 16GBIn addition T-Mobile has applied a credit of $for the balance due bringing Ms***’s account to a zero balanceMs*** has confirmed this is a satisfactory resolution to her concernsT-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 *** *** *** Very truly yours, T-MOBILE USA, INCLuv V*** Executive Response

November 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated October 22, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr*** has in regards to his contact attempts with our officePrior to the date of this complaint our office last spoke with Mr*** on September 15, On October 20, 2016, we received a letter to our office dated October 6, 2016, asking that we please contact Mr***After multiple contact attempts we were able to contact Mr*** on October 26, 2016, in regards to his billing concernsMr*** inquired as to why his September 17, 2016, billing statement had a balance of $We advised of pro-rated charges of $for service from August 21, to September 16, 2016, after the second line ending in was activatedAs a courtesy to Mr*** we applied a day account hold through December 25, 2016, to give him more time to pay the $balance, with the understanding that upcoming monthly billing statements will still apply to the accountBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCDaniel R*** Executive Response

July 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 July 21, 2015, regarding the above-referenced account.
T-Mobile regrets any billing concerns Ms*** may have experienced. T-Mobile records confirm that Ms*** canceled her account on June 28, 2015, when she ported her mobile number to another service provider. Ms***’ billing cycle ran from the 28th of one month to the 27th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms*** was billed through July 27, 2015, which totaled $59.06.
Our records indicate that Ms*** elected to active EasyPay and set up monthly reoccurring payments. This is a free feature that allows customers to pay their T-Mobile billed amount automatically each month via a bank account or credit card supplied at the time the feature is activated. Furthermore, to allow for processing, the amount due will be withdrawn from the account up to three business days prior to the bill due date As such, a payment of $59.06, the current amount owed, was withdrawn from the Discover card on file on July 18, 2015.
As a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the monthly recurring charges billed on the July billing statement, resulting in a credit balance of $59.06. Please be advised that a refund was not issued for the $that was debited from Ms*** Discover card because in her letter to your office she advised that she has disputed the charges with Discover. T-Mobile has set up a reminder to return to the account on August 3, 2015, to ensure that the payment has been charged back and to credit any outstanding balance, bringing the account balance to zero. If Ms***’ credit card company does not approve her dispute, she may contact me directly at the number listed below and a refund will be issued for the $59.06.
Finally, please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers, and we apologize if any T-Mobile employee failed in any way to display that 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 attention. Should you have any further questions, please feel free to contact me at *** *** ***
Very truly yours,
T-MOBILE USA, INC
Cindy M***
Executive Response

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”)
is in receipt of your correspondence dated May 29, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any inconvenience to Mr*** regarding our device unlock policiesDevice unlock codes are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on March 25, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in ***However, at that time the device was not eligible for a Mobile Device Unlock code as the device did not meet the following requirements: • The line of service had not fulfilled $in refills having been applied to the line • The device was never used on the accountNonetheless, to resolve Mr***’s concerns amicably, on June 1, 2016, T-Mobile approved Mr***’s device to be unlockedShould Mr*** require assistance unlocking his device, he may contact us using the number listed below or our Customer Care at 800-937-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, INCSal O*** Executive Response

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 19, 2016, regarding the above-referenced accountT-Mobile regrets any ongoing concerns that Mr*** has regarding an outstanding T-Mobile balance and negative reporting to his personal credit reportT-Mobile completed an investigation of this matter and we can confirm that the above referenced account was cancelled on October 13, 2012, when Mr*** ported his mobile numbers to another service providerAs stated in our correspondence to your office dated July 17, 2014, under file number ***, we agreed to remove Mr***'s account from third-party collections as a courtesy and instructed the collection agency to delete any negative information reported to the credit bureaus regarding the debtHowever, due to an inadvertent error, Mr***’s negative reporting was not removedWe sincerely regret any inconvenience this may have caused Mr***On March 29, 2016, we again instructed the collection agency to delete all negative reporting to the credit bureaus regarding the debt on Mr***’s accountPlease note that it may take up to days for Mr***'s credit report to reflect the changeBased 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, INCAika A*** Executive Response

April 12,
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 2, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** experienced with the LG VLaunch promotionFrom October 17, 2016, through October 27, 2016, customers who purchased an LG Vhandset via Equipment Installment Plan (“EIP") and performed a smartphone trawould receive a credit of $and a free pair of Bang & Olufsen BeoPlay HheadphonesT-Mobile records indicate Mr***’s order was processed on October 25, 2017; however the electronic signature needed to complete the order was not received until October 31, This delay resulted in the account not qualifying for the promotional offer
In an effort to amicably resolve Mr***’s concern, T-Mobile has issued an account credit in the amount of $Mr***’s account currently reflects a zero balance
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
Carlos T***
Executive Response

Complaint: ***I am rejecting this response because:I have had to remove my protection services and replace my military discount with a business discount in order to achieve the price that was quoted by the store representativeBoth changes were not apart of our arrangements and are not changes I wanted to make
Sincerely,*** ***

June 1, 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 18, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfactionWe regret any inconvenience Mr*** may have experienced while warranty exchanging his handsetT-Mobile records reflect that Mr*** purchased a Samsung Galaxy SBy purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his 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 damageIf the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained charging port damage which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr*** at the time of the exchangeBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedHowever In an effort to amicably resolve this matter, T-Mobile has credited the out-of-warranty fee of $as as one time courtesyIt should be noted that this leaves an amended balance of $on Mr***’s accountBased 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

May 16,
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 May 4, 2017, 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 is pleased to inform you that upon speaking with Ms***, she confirmed that her concerns have been resolved to her satisfaction
T-Mobile regrets any inconvenience Mr*** may have experienced in regard to processing a warranty exchange of his HTC Desire deviceOn September 16, 2016, T-Mobile records indicate Mr*** purchased an HTC Desire device for the total price of $plus taxes and fees and was paid in full at that timePlease note that by purchasing T-Mobile equipment, Mr*** receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is 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 options
As of the time of Mr***’s purchase, T-Mobile provided a day return period which allowed Mr*** to use the equipment to see if it meets his 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 applicableRegrettably, as of the date of this letter, the device is outside the allotted day return-period and therefore ineligible to receive a full refund of the purchase price
On May 1, 2017, a warranty exchange request was submitted for the HTC Desire device and was completed on May 3, Mr*** elected to expedite shipping for $plus tax and a warranty exchange fee was charged in the amount of $plus taxPlease be advised T-Mobile reimbursed Mr*** for these two charges on May 1, 2017, and on May 3,
As a gesture of goodwill and in an effort to resolve Ms***’s concerns, T-Mobile applied an account credit of $on May 9, 2017, which resulted in a remaining balance due of $on May 28,
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused 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
Carlos T*** Executive Response

May 10,
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 April 26, 2017, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced in regards to his T-Mobile handsetT-Mobile records confirm that on February 12, 2011, Mr*** purchased a T-Mobile MyTouch handsetBy 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 subscribes to the optional Device Protection insurance feature, for $per month, plus taxesDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his 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
T-Mobile records confirm that Mr*** participated in the Handset Exchange Program on August 23, 2011, September 9, 2011, October 9, and November 6, Records confirm that on September 10, 2014, at Mr***’s request, T-Mobile provided him with an alternative handset, the Samsung Galaxy S4, as part of the Handset Exchange ProgramOn September 18, and then again on January 3, and January 20, 2016, Mr*** participated in the Handset Exchange Program for the Samsung Galaxy Shandset
Records confirm that on January 27, 2016, T-Mobile provided Mr*** with an alternative exchange and supplied Mr*** with a Samsung Galaxy Shandset as part of the Handset Exchange ProgramRecords confirm that on March 30, 2016, as a courtesy to Mr***, T-Mobile provided Mr*** with a new HTC One MMetal Gray handset
As a courtesy, T-Mobile billed the full cost of the handset, $to Ms***’s account and issued a credit of $212.49, making the handset no cost to Mr***
T-Mobile records confirm that on August 29, 2016, Mr*** participated in the Limited Warranty Exchange programDue to the unavailability of the HTC One Mhandset, T-Mobile sent Mr*** the Samsung Galaxy Shandset, per the terms and conditions of the Limited Warranty Exchange programPlease note that Mr*** had the availability of contacting HTC and participating in a repair program, in which Mr*** would be required to send his HTC Mhandset to HTC for repair and would receive his handset within days after the repairs were madeRecords confirm that Mr*** sent his HTC Mhandset to T-Mobile’s National Return Center (“NRC”), accepted the Samsung Galaxy Shandset and continued to utilize the Samsung Galaxy Shandset on the mobile number ending in ***
On April 10, 2017, as stated in our previous letter to your office, file number ***, dated April 19, 2017, T-Mobile’s Executive Office processed a Limited Warranty Exchange on the Samsung Galaxy ShandsetUnfortunately, Mr*** did not accept the handset at the retail store, and the order was cancelledIn an effort to resolve the matter, on May 4, 2017, T-Mobile processed an additional Limited Warranty Exchange for Mr*** for the Samsung Galaxy ShandsetPlease note that as T-Mobile has the Samsung Galaxy Shandset available, an alternative model handset would not be sent to Mr***
Therefore, as T-Mobile has already provided Mr*** with a brand new, alternative model handset, the HTC One Mhandset, T-Mobile respectfully declines Mr***’s request for a new HTC One deviceShould Mr*** wish to purchase another handset he may take advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering or JUMP! On Demand lease optionMr*** may also purchase an available model handset directly from HTC at the full retail priceMr*** may contact me directly at the number listed below should he wish to purchase or lease a new 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
Diana J***
Executive Response

July 17,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 4, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** has in regards to the service in her area and her bill cycle changeT-Mobile is always working to improve its coverage and continues to grow our networkT-Mobile has verified the address on Ms***’s account and based on the coverage map, confirms that her account address is in a moderate coverage areaPursuant to Ms***’s letter your office, on July 13, 2017, T-Mobile again contacted Ms*** to discuss her coverage concerns and attempt to troubleshoot her issueMs*** declined to troubleshoot further; however, T-Mobile was able to gather some basic informationBased on this information, it is a possibility that Ms***’s handset or System Identifying Module (“SIM”) card may be defective and need to be exchangedShould Ms*** wish to troubleshoot her handset or speak on her options with exchanging her device or SIM card, she may contact our Technical Support department directly at 800-937-
T-Mobile offers corporate discounts to individuals who are active employees’ at large businesses that are included in our corporate agreement listThis Discount Program is referred to as 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 discountSince there are several accounts associated with the Advantage discount, the billing due date is adjusted accordingly to be the same cycle as the business the account is affiliated withAll billing statements for Ms***’s above referenced account will run for the periods of the 17th of one month to the 16th of the following month and will be due on the 9th
With regard to Ms***’s concerns about her returned handset, in our previous response we advised that the handset did show as returned in our warehouse and therefore the non-return fee that totaled *** was adjusted on June 22, It is also important to note that T-Mobile records calls for quality and training purposes only, customers are advised by the SIVR (Interactive Voice Response System) of the possibility of calls being recorded or monitored, at that time customers have the option to disconnect the call if they do not agree to these termsAdditionally these calls are proprietary to T-Mobile and are not used as a record of reference for the details of a conversation between a customer and a representativeWe regret any inconvenience to Ms***
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Alyssa K***
Executive Response

January 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 a letter dated December 31, 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 *** *** as an authorized user of the accountT-Mobile regrets any concerns Mr*** has experienced regarding a recent handset upgrade and traand we appreciates the opportunity to respond to his concernsT-Mobile records indicate that on December 15, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone Plus handsetsEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsPlease note that the EIP with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balanceIt is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determinationOnce the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the storeHowever, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicatedOnce received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cyclesT-Mobile records confirm that Mr***’s trade- in handsets were received on December 31, 2016, and January 1, 2017; as such, on the same dates, Mr*** received two trade- in credits to his account in the amounts of $eachPlease be advised that one of the $credits was applied to Mr***’s balance leaving a revised balance of -$The remaining credit of $was applied to Mr***’s EIP, closing the EIPPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care departmentBased 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

August 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 August 27, 2016, regarding the above-referenced accountT-Mobile regrets that we were unable to contact Ms*** regarding her previous correspondence to your officeHowever, we were able to contact her on August 30, 2016, and advised as a courtesy to her, we credited her account $for previous monthly recurring charges to waive her unpaid balance of $52.00, allowing us to place a JUMP! Upgrade on her accountWe advised the Samsung Galaxy Note full retail price is $and requires a down payment of $plus $tax for a total of $on her accountThe remaining $would be split into payment of $for monthsAs an additional courtesy to Ms*** we offered to post the charges to her account and waive $100.00, reducing the balance to $Ms*** stated she will have to think about this offerOn August 31, 2016, Ms*** contacted us and accepted the above offerAn order was placed for a Samsung Galaxy Note 64GB Coral Blue deviceMs*** remitted a payment of $reducing her current balance to zeroWe applied the promised credit of $so once the $down payment is posted to her account the balance will be reduced to $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCDaniel R*** Executive Response

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, ** ***

March 24,
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 March 11, 2017, from *** *** *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that *** *** has designated Mr*** as an authorized user of the account
T-Mobile regrets any concerns Mr*** experienced in regards to international charges on 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 Mr***’s recent contact with our Customer Care
Upon review of the account, T-Mobile has determined that Mr*** was calling ***, which was confirmed to be a mobile numberAs the account did not have the Stateside International with Mobile feature needed on the account in order to prevent international charges, Mr*** incurred $in international charges while placing calls to this number
Please note that customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged
• The Stateside International feature which is available at a cost of $per month provides unlimited calling to landline phones from the United States to more than foreign countriesIn addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than countries
• The Stateside International with Mobile feature, available at a cost of $per month provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional countries as well as a 1,minute bucket for calling mobile numbers in MexicoWith both of these features, calls made using a connection are charged the same discounted rates depending on the feature the customer is subscribed to
Based on Mr***’s calling patterns, T-Mobile suggests that Mr*** add the Stateside International with Mobile to their account to assist with the international long distance charges in the futureAs a courtesy, T-Mobile has issued a credit of $on March 22, 2017, that is equal to what the amount that would have been charged if the feature would have been active at the time the calls were placedPlease note that *** ***’s account currently reflects a $balanceT-Mobile regrets any inconvenience to Mr*** and we appreciate their 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
Juan B***
Executive Response

May 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account
As T-Mobile has relayed in our previous responses, Mr*** exhausted his eligibility for the Friends & Family Lines on Us offer when his two lines *** and *** were activatedT-Mobile does regret any miscommunication regarding Mr***’s mobile number ending in ***
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has agreed to add Mr***’s mobile number ending in *** to our Friends & Family Lines on Us promotional offer listAs such, moving forward Mr*** will receive the applicable monthly bill credits for his line ending in *** as outlined by our Friends & Family Lines on Us offer
Additionally, T-Mobile applied a onetime lump sum credit of $to Mr***’s account which represents five months of the additional line fee associated with his number ending in ***Mr***’s account currently reflects a credit balance of $as his monthly bill credit for line *** has already been added to the accountT-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
Martin G***
Executive Response