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 me with the following clarification based on my conversation with T mobile on May 24th not readily apparent from their response: There will be sufficient credits such that the first monthly bill due will be in September based on my pre tmobile error plan and billing that they have apparently corrected.Sincerely, *** ***

December 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated December 20, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfactionT-Mobile regrets any equipment concerns that Ms*** may have experiencedT-Mobile records indicate that on September 9, 2016, Ms*** qualified for and took advantage of our iPhone Trade Up offerStarting September 9, 2016, for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) can get a new iPhone for free (via bill credits) when purchased on Equipment Installment Plan (“EIP”)T-Mobile records indicate that Ms*** qualified for and took advantage of our EIP offering with the purchase of an iPhone 32GB Gold and an iPhone 32GB BlackEIP 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 installmentsBased on Ms***’s personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs*** then agreed to a series of monthly installments in the amount of $for each handset, which would be adjusted monthly with the above-referenced offerRegretfully, due to an inadvertent error, Ms*** was denied the iPhone Trade Up creditsIn order to resolve the matter, on December 22, 2016, T-Mobile removed the two EIPs for each iPhoneAdditionally, we offered to credit the last three payments made for these handsets for a total of $which brings the account to a credit balance of $We regret 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 L*** Executive Response

May 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 May 3, 2017, regarding the above-referenced accountWe are glad to report that upon speaking with Mr*** he confirmed that his concerns have been resolved to his satisfaction
T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to his account activation and ongoing promotions at the timeOur records reflect that Mr*** activated his service on November 25, 2016, with mobile numbers ending in ***, ***, and attempted to take advantage of the following promotions:
• Apple Black Friday; and
• Magenta Po
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 Mr*** met all of the requirements for the Apple Black Friday promotion and records confirm that both of his mobile numbers are successfully enrolled in the promotionPlease note that Mr***’s tradevices made him eligible to receive up to $between tracredits and monthly promotional bill creditsOur records confirm that Mr*** received two tracredits in the amount of $per line of service and was approved for $in promotional bill credits per line of service (equivalent to monthly credits in the amount of $11.84), for a total of $It is T-Mobile’s position that Mr*** received the benefits of the Apple Black Friday promotion
With respect to the Magenta Pooffer, Mr*** did not meet the requirementsThe Magenta Pooffer was not compatible with the Apple Black Friday promotionIt is T-Mobile’s position that Mr*** was not eligible for the Magenta PoofferNevertheless, records confirm that on May 2, 2017, Customer Care issued a onetime bill credit to Mr***’s account equivalent to one Magenta Pocredit
In an effort to amicably resolve this matter, on May 15, 2017, T-Mobile issued an additional onetime bill credit to the account in the amount of $for the second Magenta PocreditMr***’s account remains active and it currently reflects a credit balance in the amount of $
In regards to Mr***’s concerns with his monthly estimated service charges, T-Mobile records confirm that his account is subscribed to T-Mobile ONE taxes-excluded rate plan for $per month or $when enrolled in AutoPay which is Mr***’s caseIn addition, Mr*** is currently financing two iPhone plus devices with 32GB of memory and after promotional bill credits; he is responsible for monthly payments in the amount of $per deviceT-Mobile regrets any billing confusion between the time of activation and the time the promotional bill credits for the Apple Black Friday promotion starting impacting his account
Based on the information mentioned above Mr*** should expect his monthly service charges to be roughly $168.00-$per month including taxes and feesT-Mobile suggests for Mr*** to contact our Customer Care department directly at 1-800-937-to discuss rate plan options such as new T-Mobile ONE all-inclusive with a promotional rate of $when enrolled in AutoPayT-Mobile appreciates the opportunity to respond to Mr*** and we regret any inconvenience to him
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Maggie R***
Executive Response

December 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated November 27, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr*** may have experienced with his T-Mobile 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 CareT-Mobile records confirm that Mr*** was using non-T-Mobile branded handsets on his T-Mobile accountIt should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked handsets will work on our network; however, certain advanced features may work sporadically or not at allFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limitedOnce our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their deviceT-Mobile records indicate that on November 11, 2016, an order was placed for two Samsung Galaxy Jhandsets for use on the mobile numbers ending in *** and ***Please note that these handsets were charged to Mr***’s billing statement dated November 24, 2016, in the amount of $including applicable taxesIt is important to note that T-Mobile no longer offers subsidized or discounted handsetsCustomers may bring their own compatible device to T-Mobile or purchase handsets at full retail priceQualified customers may use the Equipment Installment Plan (EIP) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of months through a series of installments added to the monthly billing statementHowever, in an effort to amicably resolve this matter, on November 27, 2016, T-Mobile applied a credit to the account in the amount of $for the cost of the handsets including applicable taxesPlease note that at this time the account remains open with a remaining balance due on December 16, in the amount of $This amount consists of monthly access charges for service provided from October 24, to November 23, 2016, and applicable taxes and feesWe regret any inconvenience Mr*** has experienced and appreciate his businessBased 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 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany 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 me. Thank you to the Revdex.com for helping to get this resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I emailed the representative backPayPal refunded my money the same day, meaning T-Mobile now owes PayPalI have stage Cancer and have spent hours talking to different reps, being put on hold etcI wish to communicate by email as I do not feel wellThe amounts were approximately 649$ and it was not done by meNo one else is on my account (T-Mobile, bank, or PayPal)It was FRAUD and T-Mobile ignored my pleas for help for a month! I am disabled and make 940$ per monthWith overdraft fees, I had 200$ for an entire month and couldn’t buy pain medicationIf T-Mobile wants to resolve this, the representative can respond to the email I sent a week ago? Thank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have tried several times myself to contact the tmobile representative and I have not been able toI also emailed her and no replyAs to what we were told at the tmobile store when we purchased the caseNothing was said about the insuranceSo againKarina said buying the $case had warranty if anything happened to device with case on it not using our insurance. Sincerely,
*** ***

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 have issued my complaint in reference to the misinformation provided to me by numerous customer service agents but I feel that this will at least resolve my complaint for two years
Sincerely,
*** ***

December 19, 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 11, 2016, regarding the above-referenced accountPlease note that we have been unsuccessful in gaining contact with Ms***As such, we will make every effort to resolve her concerns within this letterT-Mobile regrets any inconvenience that Ms*** has experienced regarding her promotional offer concernsWe appreciate the opportunity to respond to this matterOn September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tratheir fully paid off iPhone or aboveHowever, on September 15, 2016, the program was updated and customers are required to sign up for T-Mobile ONE rate planCustomers that purchase a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone T-Mobile records indicate that on September 17, 2016, Ms*** qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Plus handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsPlease note that Ms*** was not required to remit a down payment for this purchase, however she agreed to a series of monthly installments in the amount of $added to her monthly billing statementIt should be noted that if an account is cancelled prior to the terms of the EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statementOur records reflect that Ms***’s above referenced EIP was coupled with a device trawhereby she was to remit an Apple iPhone Plus handsetUnder our Traoffering, customers who met the rate plan requirement would have received a $instant trade in credit and monthly credits in the amount of $to reduce the cost of the associated EIP, so long as the account maintains eligibility and remains activePlease be advised that the combined total value of our Trade Up promotional offering comes to a value of $Upon review of Mr***’s account, our records reflect that she did not meet the rate plan requirement to be eligible for our Trapromotional offeringIt should also be noted that the above-referenced traof Ms***’s Apple iPhone Plus handset has not been scanned in by our receiving warehousePlease 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 contact with our Customer CareT-Mobile records confirm that Ms***’s billing statement dated November 19, 2016, carried a total balance due of $Please be advised that $was considered past due, and was for services prior to November 19, Ms*** was assessed $in current statement charges for monthly access, EIP, and applicable taxes and fees for service between November 19, 2016, and December 18, Please note that Ms***’s past due amount was immediately due, and her current statement charges were due in full by December 11, T-Mobile records confirm that Ms*** canceled her account on November 25, 2016, when she ported her mobile numbers 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 December 18, Although, it is T-Mobile’s position that Ms*** does not qualify for our Trade Up promotional offering as her trade in device has not been confirmed as received, and as she has cancelled her account, on December 19, 2016, T-Mobile applied a credit of $in an effort to amicably resolve her TraconcernsAdditionally, on December 19, 2016, T-Mobile applied a one-time courtesy credit in the amount of $on Ms***’s account in order to absolve her of her final service charges listed on her November billing statementPlease be advised that Ms***’s account remains closed with a $credit balance which will be used to reduce her pending EIP accelerationBased 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, INCJason A*** Executive Response

March 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA *** *** *** *** *** *** *** *** *** *** *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 18, 2016, regarding the above-referenced accountT-Mobile would like to express our sincere condolences to Mr*** for his loss and we regret any continued equipment concerns he has experiencedT-Mobile records confirm that on March 17, 2016, we received Mr***’s LG Leon handsetAs Mr*** had a remaining Equipment Installment Plan (“EIP”) balance of $for his LG Leon handset, T-Mobile closed the EIP and applied a courtesy credit of $to Mr***’s account, reducing the EIP to a zero balanceAdditionally, on March 7, 2016, T-Mobile sent Mr*** a Samsung Galaxy Core Prime device and applied a courtesy credit of $139.99, for the retail price of the handset, to Mr***’s account, making the handset free of charge to Mr***Please note that T-Mobile has made contact with Mr*** on March 22, 2016, advising him of the creditsMr*** has accepted this as a resolution to his 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, INC*** J*** Executive Response

Complaint: ***
I am rejecting this response because:i am with t mobile since I have my old bills I can provide when neededbut they keep switching me from plan to plan not as they said May 19, 2016about *** number before my account was disconnected I called to ask them to port the number while I have balance they gave me wrong info and said u can not port it before u clear the balance and this is not the law while I try to resolve my issue my account got suspended and I could not do any thing then the customer service refar me to collection and told me pay the money will give u your number back at the same time another agent told me some thing als u can not get your number back because your account closed .lately I did contact FCC ( Federal Communications Commission) to know my rights they told me t mobile can not denied u porting your number because balance issue and they advice me to file complain about the coverage devices its was some thing t mobile offer me when I called to cancel my service with thy I called again on January 15, 2016 for the same thing they offer me newer device witch also was same issue with it -i did not cancel my service they did - and I was in again( BAD HEALTH CONDITION) I do not think they care about it plus my issues they said its both of them still in boxs - they said they send me alot of reminder to return them witch am 100% sue I never received any said( T-Mobile’s position that his coverage devices are no longer eligible to be returned) please note that when I called them that time no return label was offered ,the only thing they talking about the balancemy number till this moment still owned by t mobile and still out of service and if they want to they can give me to me again or at least allow me to port it out I about the unpaid service and balance on my phones I am welling to pay it without the extras these tons of fees, the coverage devices will be return to any t mobile store when its requested the only thing I want now my number back I don't care about the devices anymore . either to new t-mobile account or I will request porting throw different company and I want from them to accept it thats all I will wait the response before I file FCC claim and handle me to my attorneyagain my service with t mobile since and I still have my 1st bill still .please note that I did respond and I called also the person who working on my complain not working all week only some days thats why thanks alot
Sincerely
*** ***

I am still uncertain as to why my application from was still on said server, I will take that question up with *** I appreciate T-mobile's prompt response to my issue
*** *
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

October 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 October 3, 2016, regarding the above-referenced accountWe regret Mr***’s concerns regarding the upgrade of his handsetT-Mobile records indicate that on September 27, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAccordingly, Mr*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $In Mr***’s correspondence to your office however, he indicates that he was offered the upgrade support charge of $to be waived, that within the delivered package found written derogatory statements, and an incident thereafter that involved the device overheating and requiring medical attentionPlease 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 retail location and Customer CareIn an effort to amicably resolve Mr***’s concerns, T-Mobile provided a credit adjustment of $for the upgrade support charge that was assessed at the time of his upgradeAdditionally, T-Mobile will allow Mr*** to return his non-working handset directly to my attention within days of the date of this letter at: Executive Relations Attention: Kimo C*** Menaul BlvdNE Albuquerque, NM Upon receipt of the handset, T-Mobile will waive the remaining EIP balance totaling $and follow appropriate processing of the handsetT-Mobile recommends that Mr*** return the handset via a traceable carrier and request a tracking number when shippingAdditionally, T-Mobile will apply a credit of $for return shipping costs incurred by Mr*** for this handset, which brings his current account balance to $for his recurring service chargesT-Mobile will also refund the down payment and taxes paid at the time of Mr***’s upgrade totaling $This refund will be mailed to Mr*** in the form of a prepaid refund cardWe ask that he allow seven to ten business days for delivery, and for any questions regarding the approved refund, Mr*** may contact Citibank at 1-800-522-T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCKimo C*** Executive Response

Complaint: ***
I am rejecting this response because:On January t-Mobile filed a response to my complaint which I find appallingIt is true that T- Mobile did try to contact me several times, however when I an with patients I cannot be on the phone, thus we were not able to make connectionI had tried to make contact since, but they did not answer my calls. In T-Mobile’s response they claim that I had authorized the payment on December 26th for $to be withdrawn on December 29, 2017. This is TOTALLY untrue! First of all, my portion of the bill was $monthlyIt so happened that I did not make any payment the month of December since my daughter owed me for a dress I had fronted her money for while we were out of town togetherMy daughter, *** and I had the agreement that I would pay for the dress in lieu of the phone bill payment until I was made whole. Secondly, any payment I ever made I printout a receipt from the T-Mobile payment siteI wouldn’t expect to find a receipt in this amount since I didn’t post this paymentHence there is no receiptThirdly, when I make a payment, I don’t ever schedule a paymentI pay it to come out right then and there. It is absurd for them to say that they sent me a SMS reminder of a scheduled paymentTHIS NEVER HAPPENED!I only learned of the withdrawal when my bank sent me a text message of the withdrawalIt was at that point I was alarmed and began seeking explanation of what was going onWhat followed as I tried to understand and rectify their error was very upsettingNo-one would speak to me since I didn’t have my daughters social security numberREALLY?! And then the wouldn’t give me the account number when I told them I would file a formal complaint- they absolutely refusedI wanted to remove my card from the site and found I could not access it to do soIt is very upsetting to me to even think about it againAnd in the end, even after I finally got my money back, after making enough effort and noise, then I couldn’t come off my daughter’s account until she paid her TOTAL balanceThey held me as hostageI felt like as if I was being held for ransom! And now the best they can do it lie, incredible!!
Sincerely,
*** ***

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 after speaking to the companySincerely, *** ***

October 4, 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 21, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr*** has in regards to his recent experience with our Customer Care. 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 customersWe apologize if any T-Mobile employee failed in any way to display that during Mr*** recent contact with our Customer Care On September 25, 2017, we spoke with Mr*** and advised he may review our Carrier Freedom offer online at www.switch2tmobile.com. With Carrier Freedom we’ll pay off our customer’s other service provider device payments and service contracts via prepaid MasterCard card (or prepaid virtual MasterCard) when they sign up for qualifying service and finance a new device. We ask customers to please allow 15-days after submission to receive their prepaid card, as long as the associated line is still active Also, please be advised T-Mobile Customer Care surveys are system generated and provided randomly after Customer Care interactions. Should Mr*** have any concerns with his Customer Care experience he may contact T-Mobile by dialing from his T-Mobile device, by visiting a T-Mobile store or contacting us online at www.T-Mobile.com. We regret 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 Daniel R*** Executive Response Tell us why here

October 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 October 21, 2016, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letterT-Mobile regrets any concerns Ms*** may have experienced regarding her accountOur records confirm that Ms*** activated her account on May 2, At the time of Ms***’s activation, she used our Equipment Installment Plan (“EIP”) program to purchase an LG GhandsetMs*** remitted a down payment in the amount of $156.00, and agreed to monthly installments in the amount of $Included with Ms***’s handset purchase was 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 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 damageOur records confirm that Ms*** participated in our Handset Exchange Program on May 30, Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeA replacement LG Gwas delivered to Ms*** on June 1, However, T-Mobile records confirm that the non-working LG Ghandset was not received as returnedAs such; Ms*** 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 Ms*** at the time the exchange was processedOur records indicate that we have not received the non-working equipment; however, upon investigation of Ms***’s return with our shipping partner, T-Mobile has confirmed that the LG Ghandset was lost during shipmentIn an effort to amicably resolve Ms***’s concerns, on October 6, 2016, T-Mobile issued a credit to her account in the amount of $for the non-return feeMs*** remitted a payment in the amount of $on October 7, 2016, as well as a payment in the amount of $on October 24, Ms***’s account remains active, with a zero balanceT-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

November 24, 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 17, 2015, 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 Mr***’s concerns within this letterWe regret any difficulties Mr*** has experienced regarding his recent JUMP! upgradeT-Mobile’s JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceUpon reviewing Mr***’s account records, T-Mobile has confirmed that, on August 13, 2015, Mr*** completed a JUMP! upgrade for the mobile number ending in ***, when he purchased an iPhone Plus handset though our EIP programAccording to our records, on August 25, 2015, T-Mobile received Mr***’s iPhone 5s handset for which Mr*** was quoted a maximum travalue of $On November 1, 2015, our records confirm that the above-referenced tracredit of $was applied toward Mr***’s accountAdditionally, at that time, our records confirm that the remaining balance of the EIP for Mr***’s iPhone 5S was closedIn an effort to amicably resolve the matter and as a courtesy to Mr***, T-Mobile has applied a courtesy credit in the amount of $for the EIP charges for Mr***’s iPhone 5S handset from the billing statements dated October 2, 2015, and November 2, Mr***’s account remains active with an outstanding balance of $We recommend that Mr*** contact Customer Care at 1-800-937-to make payment arrangements in order to avoid service interruptionAdditionally, in a continued effort to fully resolve Mr***’s concerns, Mr*** may contact me directly at the number listed below if he wishes to further discuss the matterT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCBrandon M*** Executive Response

May 20,
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 18, regarding the above-referenced account.
We regret to hear that Ms*** has concerns regarding her recent handset and accessory purchase. T-Mobile records indicate that on May 1, Ms*** purchased a LG Ghandset and associated accessories on our Equipment Installment Plan (“EIP”) totaling $604.91. 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 installments. Our records indicate that Ms*** agreed to monthly payments of $at the time of this transaction
Please note that when initiating an EIP with a handset upgrade that T-Mobile does offer the option to purchase our handsets separately or to bundle them with accessories. Additionally, while we have no signage in this location on doors, walls, windows, etcadvertising the price of this handset, each individual handset does have a pricing card beside the display handset. These price cards are the same at each T-Mobile location. T-Mobile can confirm that the price card associated with the device that Ms*** purchased states: “$Down for well-qualified customers + $mofor months” and below this it also states: “Bundle Up: Get the LG Gplus $worth of accessories for only $25/month x months on our Equipment Installment Plan.” We have no advertisement or price card that indicates we offer accessories with a handset upgrade at no cost
However, as Ms*** is a tenured and valued customer to T-Mobile, in an effort to amicably resolve the matter, on May 20, 2016, T-Mobile closed and credited the balances owed on the EIP for the accessories. As such, Ms*** will not receive future billings for these accessories but will continue to see monthly charges for $for the handset financed for the remainder of the month period. We regret any inconvenience Ms*** may have experienced as a result of this matter
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 Ms***’s recent contact with our retail location
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
David T
Executive Response

May 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 28, 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 Mr*** regarding his final balanceAccording to our records on March 22, 2017, Mr*** contacted Customer Care to cancel his services for his mobile numbers ending *** and ***Unfortunately due to an inadvertent administrative error, only the *** was scheduled for cancelation for April 1, 2017, the last day of Mr***’s billing cycle On April 27, 2017, Mr*** contacted Customer Care where his mobile number ending *** was cancelled, closing his accountAdditionally, between May 1, and May 2, 2017, T-Mobile issued Mr*** a credits totaling $for the monthly service charges from March 22, 2017, through April 27, 2017, leaving his account closed with a final balance of $Mr***’s current balance consists of monthly service charges from March 2, 2017, through March 22, Additionally, as a gesture of goodwill, T-Mobile has also added a day collection hold for his account balanceThis will provide Mr*** with days to remit payment before any collection steps are takenPlease note that T-Mobile provides a number of options for Mr*** to pay outstanding charges. Customers 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 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