T-Mobile Usa Inc

Complaint: ***I am rejecting this response because: there was a line of communication between Mr A*** and II made every effort to contact Mr Ruban A***, attached you will see my home phone log showing the calls made outIn return MrA*** contacted me back by phone as shown in the second image of Incoming CallWe discussed several topics regarding my concerns with the No serviceHe offered a $credit an also offered maybe changing my service plan to the $plan where he also offered to credit that monthWe also discussed the disrespect of the representatives who attended my callI do not see how in his response he states that there was no verbal communicationTherefore I do not accept this response. Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

September 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid NoXXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 21, 2016, regarding the above-referenced prepaid numberPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letterT-Mobile regrets any concerns Mr*** experienced regarding our previous responseAs indicated in our August 19, response, our records confirm that Mr*** activated his prepaid service on November 9, As such, Mr*** was required to refill his account balance prior to each billing cycle to receive his serviceT-Mobile records confirm that on May 2, 2014, Mr*** remitted a refill payment in the amount of $75.00, bringing the prepaid balance on his account to $As Mr*** was subscribed to our Pay As You Go prepaid plan, the balance would only be reduced when the service was utilizedIt is important to note that per the T-Mobile Terms and Conditions, prepaid service must have a refill applied within a day period, or the balance will expireRegrettably, Mr*** did not refill his account, and the balance expired, resulting in the cancellation of the account as of August 1, Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, the balance of $that expired from Mr***’s account was non-refundableHowever, as indicated in our August 19, response, T-Mobile has agreed to issue a refund to Mr*** in the amount of $Due to an inadvertent error, this refund was not received by Mr***In an effort to amicably resolve Mr***’s concerns, on September 26, 2016, T-Mobile issued a refund to him in the amount of $This refund has been issued to Mr*** in the form of a prepaid card, and has been sent via U.SMail to the address provided in his correspondenceMr*** can expect to receive this refund within seven to ten business daysT-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, INCChris P*** Executive Response

July 27, 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 July 20, regarding the above-referenced accountT-Mobile regrets any difficulties Ms*** experienced with our Carrier Freedom offering and coverageT-Mobile records confirm that Ms*** activated service on December 17, 2015, and took advantage of our JUMP! On Demand (“JOD”) program for two Apple iPhone 6s Plus 16GB devices for the lines ending in *** and *** and an Apple iPhone 6s 16GB for the line ending in Please note that JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeAs Ms*** was on the JOD program she was responsible for and agreed to a total of lease payments in the amount of $for the two Apple iPhone 6s Plus 16GB and $for Apple iPhone 6s 16GB deviceMs*** would have the option to cancel the lease and return the handsets at any time during the lease termIf the lease was ended before the month period was completed, the leased handset would need to be returned to a retail location and the remaining lease payments would be collected at that timeIf the handset was not returned at the time the lease ended, the total remaining balance for the purchase option price of the handsets would be assessed on the next month billing statementThe purchase option price for each of the Apple iPhone 6s Plus devices was $and the purchase option price for the Apple iPhone 6s is $163.99, which was reflected on the final billing statement dated January 16, In addition, Ms*** also qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus Phone CasesPlease note that the EIP is a 24-month, no interest financing agreement available to qualifying customers with active serviceAt the time of Ms***’s purchase, she was not asked to make a down paymentRather, she was only required to pay the taxes on the full retail price of the accessories and agreed to a series of installments of $Please note that in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulPer the Terms and Conditions of T-Mobile’s Carrier Freedom initiative, payments provided by T-Mobile are received in two separate payouts by the customerThe first payout is the travalue for the handset based on the market value of deviceIf the customer activates in a qualifying T-Mobile retail location and chooses to surrender their handset same day, the handset is inspected and if it is found to be in acceptable condition, the payout is provided to the customer at point of sale to use towards their new handset purchase or as a credit to the account balanceThe customer is then presented with the terms and conditions of the trade-in, and if the customer is agreeable, the retail location then provides a mailing label and shipping envelope for the device, which must be returned within days in the same condition as when presented for inspectionOnce received, it is again inspected and if found to be in acceptable condition, the value for the received handset is added as a credit to the account balanceWhich was the case for Ms*** as a credit of $was applied to her account on December 17, 2015, for the device tracreditPlease note that the second payout is calculated by subtracting the trade-credit already provided to the customer from the total remaining EIP balance owed on the handsetIn order to qualify for the reimbursement portion of the payout for the accelerated EIP balances, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activationAs indicated on the website, approval of the required documents and reimbursement of the accelerated EIP balances may take up to eight weeks from the date of submission to be receivedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activityMs*** cancelled service on December 27, 2015, when she ported her numbers to another service providerRegrettably, T-Mobile was not able to locate an online submission for Ms***’s final *** billing statement; as such, it was determined that Ms*** did not meet the qualification for the Carrier Freedom reimbursementIt is important to note that the traof a device within the retail store is a final transactionPursuant to the agreement signed at the time of the trade-in, Ms*** 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”Please be advised that the above information applies even when cancellation of service is requested and processed within the purchased handset’s return periodT-Mobile retail stores and our dealer locations do not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogramAs such, although T-Mobile regrets any inconvenience to Ms***, we are unable to return her handset as it was no longer in the possession of the store where she activated servicePlease note that if a customer has an open JOD or EIP plan and the account is canceled, any remaining unpaid lease balance and purchase option price and applicable taxes on the canceled account is accelerated and becomes due with the final billing statementWhen the account was canceled on December 27, 2015, the remaining EIP balance of $for the accessories and the remaining JOD balance and purchase option price totaling $2,was accelerated and posted to the final billing statement dated January 18, As T-Mobile was unable to confirm the equipment was returned, Ms*** remained responsible for the final balance of $2,which was comprised of monthly recurring charges from December 17, 2015, through December 27, 2015, the monthly EIP and JOD charges and the final EIP and JOD balance and Purchase Option Price and applicable taxesPlease note that the tracredit of $was applied to the open debt and would not have been refunded to Ms***However, as a courtesy and in an effort to amicably resolve this matter, T-Mobile placed an International Mobile Equipment Identifier (“IMEI”) block on the devices which blocks the equipment from being used on T-Mobile’s and most other wireless carriers’ networksT-Mobile applied a credit of $2,259.02, which brought the cancelled account to a zero balanceOn July 21, 2016, T-Mobile refunded $to Ms*** for the tracredit that was placed on the account on December 17, Ms*** should allow one to three business days for the refund to reflect in the bank account providedIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile has confirmed with Ms*** this is a satisfactory resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCAmor M*** Executive Response

August 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 July 26, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets Mr***’s final billing statement was not what he had expected and any coverage concerns she may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms***’s T-Mobile account and based on the coverage map, confirms that address is in a good coverage area, with no known issues T-Mobile records confirm that Ms*** canceled her account on May 12, 2017, when she ported her mobile number to another service provider. Ms***’s billing cycle ran from the 19th of one month to the 18th 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 May 18, 2017. As a courtesy to Ms***, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from May 12, through May 18, and provided the estimated amount of $that would need to be paid once the equipment was returned It is important to note that if a customer has an open Equipment Installment Plan (‘EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. The account was canceled on May 12, when Ms*** ported her number to another carrier the remaining EIP balance of $for an LG Aristo device was accelerated and posted to the final billing statement dated May 18, 2017. It is T-Mobile's position that Mr*** was billed in accordance to selected rate plan and EIP T-Mobile reviewed the final billing statement dated May 18, 2017, which reflects a balance of $This balance consists of monthly recurring charges of the billing cycle of April 19, through May 18, 2017, the monthly EIP charge of $for the LG Aristo device, the final EIP balance of $for the LG Aristo device and applicable taxes After T-Mobile’s attempts to collect the past due amount of $were unsuccessful, on June 21, 2017, Ms***’s account was transferred to Receivables Performance Management, a third-party collection agency. On July 8, 2017, T-Mobile reviewed the account and applied a credit of $for the final EIP balance of the LG Aristo device bringing the balance to $66.92. On July 9, 2017, as the account remained on paid the balance was transferred to Enhanced Resource Centers, a third-party collection agency As a courtesy, and in an effort to amicably resolve this matter, T-Mobile has applied credit of $to Ms***’s account, which remains canceled and reflects zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to days for the credit report to reflect on Ms*** credit reportT-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 attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Amor M*** Executive Response

June 30,
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 June 19, 2016, from *** *** regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account
T-Mobile records reflect that Mr*** purchased an LG Ghandset on July 29, 2015. By 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 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 damage
If 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 account.
With regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage to the camera glass, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. Based on the above information it is T-Mobile’s position that the out-of-warranty fee of $was validly assessed
Nevertheless, in an effort to amicably resolve the matter, and as a courtesy to Mr***, T-Mobile applied a courtesy credit of $to Mr***’s account. At the time the credit was applied Mr***’s account had a balance of $741.61, which included the above mentioned out-of-warranty fee as well as the monthly recurring charges from May 14, through June 13, 2016. The application of the credit to Mr***’s account reduced the balance owed to $317.61. Mr*** has accepted this as a resolution to his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should 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

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 so much for your help.Sincerely, *** ***

Complaint: ***
I am rejecting this response because:Not everything mentioned in the response, is correct
Sincerely,
*** ***

June 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 May 31, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced regarding her Pop Socket and appreciates the opportunity to respond to her concerns
T-Mobile records reflect that on November 3, 2015, Ms*** purchased a Samsung Galaxy Sand received a one year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection feature for $per month which includes insurance should the device have liquid or physical damage or be lost/stolenIt is important to note that should a device have any of the previously mentioned damages a deductible is charged up front at the time of claim by Assurant Solutions Inc., the insurance company, in order to replace the damaged handset
As Ms*** mentioned in her correspondence to your office on May 27, 2017, she inquired about performing an upgrade for her handset on the line ending in 4463; while in the store T-Mobile discovered physical damage on the handset which made the device not eligible for traand prevented an in store upgrade from being processedAt that time, Ms*** advised T-Mobile that the damage was the result of an accessory that was purchased from T-Mobile that had cracked the glass on the back of the handset upon its removalRegrettably, T-Mobile was unable to locate any records of this incident
While we do regret any inconvenience, T-Mobile does not consider this a T-Mobile errorMs*** declined filing an insurance claim for the equipment and elected to pay off the remaining balance of the handset in the total amount of $
Nevertheless, in an effort to resolve Ms***s’ concerns, on June 7, 2017, T-Mobile advised that the $payment that was applied to the account for an early payoff has been credited to the above referenced account in the form of a one-time bill credit leaving a balance of $due on June 27,
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
Andrew S*** Executive Response

Complaint: ***I am rejecting this response because:
On account number ***:I am still being charged for two free lines *** and ***I am being charged for these two lines from Nov-DecDec- Jan and Dec-FebI have not received the credit for those yetAlso, I am being charged Monthly Installment for Tablet and Phone which is already returnedSo request you to reverse those charges as well
On account number ***: I see charges being generated this month too for the two lines which were added as free lines
For these free lines, I had asked multiple times with the associate and they've confirmed multiple times that there will not be no change in my billingHowever, I am struggling with support since addition of these linesI hope these promotions go smoother
Also, regarding free phone and tablet, when I contacted support they knew, I am not on T-Mobile One program, they also told me I need not to be on T-Mobile One program to receive the promotionMy friend with T-Mobile got these tables in promotion while he was not on T-Mobile One so I am unable to understand why am I being targeted not to get the deal
Sincerely,*** ***

Tell us why here
May 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 29, 2017, regarding the above-referenced account
T-Mobile regrets any concerns that Mr*** may have experienced regarding his accountT-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr*** activated his account on March 3, 2017, with mobile numbers ending in ***, *** and ***, and attempted to take advantage of the following promotions:
• Free Add-A-Line: This One’s On Us!
• QSamsung Superphone Offer
• QApple Trade in 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 notT-Mobile records confirm that on March 31, 2017, Mr*** was approved and enrolled into our Free Add-A-Line: This One’s On Us! promotionPlease be advised that bill credits will apply monthly, starting by the end of the first bill cycle after promotional enrollment
Further records show that on March 5, 2017, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 128GB Black deviceFurthermore, on March 10, 2017, Mr*** purchased a Samsung Galaxy S Edge 32GB Silver handset on EIPPlease be advised that for the QApple Trade in Offer and the QSamsung Superphone Offer, customers must submit for a rebate on www.t-mobile.com/promotions using promo code *** within days of purchaseT-Mobile shows no record of submission; therefore, Mr*** did not receive his rebates
In an effort to amicable resolve this matter, on May 11, 2017, T-Mobile issued a credit in the amount of $for the last two months Mr*** was charged for the additional line of service and the two monthly EIP charges leaving the account with a credit balance of $Additionally, T-Mobile waived the EIPs for Mr***’s Samsung handset and his iPhone 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
Chris L***
Executive Response

Complaint: ***
I am rejecting this response because:
I still haven't received the rebate and wish for the case to remain open until I do
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 meSincerely, *** ***
I just want to let you know that I wasn't able to respond to phone calls for I was in the hospital having surgery with a appendicitis

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** & *** ** *** *** Your File No*** T-Mobile Account
Nos*** & *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 4, 2016, regarding the above-referenced accountsT-Mobile records indicate the account holder of record of account number *** is *** ***, and that she has designated *** *** as an authorized user of the accountAlso, T-Mobile records indicate the account holder of record of account number *** is the business *** ** *** ***, Inc., and that *** *** has been designated as an authorized user of that accountT-Mobile regrets any concerns Ms*** experienced with her transition to a T-Mobile business accountT-Mobile records confirm that on March 17, 2016, Ms*** activated her T-Mobile business account, when she transferred her mobile numbers from her previous account under Ms*** ***Ms***’s previous account number *** was canceled with a balance of $381.86, which consisted of her monthly access charges from February 15, through March 14, 2016, monthly Equipment Installment Plan (“EIP”) installments and applicable taxesIt is T-Mobile’s position that the balance was valid as it was for charges incurred on the personal account up through the date of the Change of Responsibility to the business accountT-Mobile provided Ms*** with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on July 12, 2016, T-Mobile transferred Ms***’s account to a third party collection agency, Diversified Consultants, Inc., in an attempt to collect the past due balanceIn regards to Ms***’s new business account, she was subscribed to our Business Family Unlimited Talk, Text, and Data with 4G speeds up to 10GB lines for $per monthMs*** had a total of seven mobile numbersEach additional mobile number after Ms***’s four mobile numbers is $per month and includes the same featuresIn addition, Ms***’s mobile numbers are each subscribed to equipment protection for a total of $per month in totalMs***’s monthly access charges are $per month before applicable taxesUpon speaking with Ms***, she stated that she did not need seven mobile numbers and per her request on September 7, 2016, T-Mobile canceled her mobile number in ***This will save Ms*** $for the additional line and $for her equipment protection per monthMs***’s monthly access charges are now $before applicable taxesIn regards to Ms***’s EIPs and Jump! On Demand lease, our records indicate that Ms*** had the following EIPs and Jump! On Demand lease: • On April 20, 2016, Ms*** purchased a Samsung Galaxy Sgold on her mobile number ending in *** using EIP • On April 20, 2016, Ms*** purchased a Samsung Galaxy Sblack on her mobile number ending in *** using EIP• On April 20, 2016, Ms*** purchased a Samsung Galaxy Note on her mobile number ending in *** using EIP• On March 17, 2016, Ms*** purchased two Samsung Galaxy S7s on her mobile numbers ending in *** and *** using EIP• On March 17, 2016, Ms*** leased a Samsung Galaxy Note on her mobile number ending in *** using Jump! On Demand• On April 20, 2016, Ms*** purchased a Sony Headset accessory on her mobile number ending in *** using EIPUpon speaking with Ms***, she stated that she returned her two Samsung Galaxy Shandsets and her Samsung Galaxy Note T-Mobile was able to confirm that the three handsets were returned and therefore we have closed the associated EIPsIn an effort to amicably resolve this matter, on September 8, 2016, T-Mobile applied a courtesy credit of $to Ms***’s business account for charges associated with her mobile number ending in ***, which was not used and partial credit for the monthly EIP payments paid for the three handsets returnedAs of September 8, 2016, Ms***’s business account remains active with six mobile numbers and has a balance of $In addition, the remaining credit for the monthly EIPs was applied in the amount of $to Ms***’s personal account and we removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtMs***’s account number *** remains canceled with a zero balanceMs*** accepted this as a resolutionT-Mobile regrets any concerns 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

December 20,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, 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 December 14, regarding the above-referenced prepaid number
T-Mobile regrets to hear that Mr*** has concerns in respect to the return of his recently purchased equipment. T-Mobile records reflect that on October 20, 2016, Mr*** purchased a Falcon Z-Mobile Hotspot to utilize on the above-referenced prepaid number. The total cost paid at that time was $
While Mr*** provides a tracking number that confirms a package was delivered, T-Mobile would not consider returned equipment received until the package was opened, inspected and checked into our warehouse. T-Mobile records do not reflect that the equipment was received
However, in an effort to amicably resolve the matter, on December 20, 2016, T-Mobile issued a refund to Mr*** for $104.94. Mr*** will receive his refund as a prepaid MasterCard issued by Citibank. He should anticipate receiving the card within seven to ten business days. T-Mobile regrets any inconvenience to Mr***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
David T***
Executive Response

February 13, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 31, 2018, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Ms*** ***, an authorized user on the above-referenced account, she confirmed that her concern has been resolved to her satisfaction.T-Mobile regrets any billing concerns Ms*** has regarding the above-referenced account and we appreciate the opportunity to address her concerns. T-Mobile records indicate that on December 20, 2017, Mr*** activated the account with four voice lines of service with mobile numbers ending in ***, ***, ***, and ***. At the time of activation Mr*** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) program. Mr*** purchased two Apple iPhone 64GB handsets and one Apple iPhone Plus 64GB handset for the total purchase price of $2,plus applicable taxes and fees. At the time of purchase, Mr*** was required to remit a down payment in the amount of $1,119.97; and, he agreed to a series of 24-monthly installments in the amount $45.01. Please be advised that the down payment Mr*** was required to remit was in the amount of $1,which included applicable taxes and fees; however, the payment was returned as not paid, at which time the down payment was billed to the T-Mobile account. T-Mobile records confirm that Mr***’ billing statement dated January 22, 2018, reflected a total balance due in the amount of $1,581.98. The charges totaling $1,consisted of monthly access charges, EIP charges, the aforementioned equipment down payment, added feature charges, as well as applicable taxes and fees for services from January 22, 2018, through February 21, 2018, which is due in full by February 13, 2018. T-Mobile considers the balance to be valid and owed. It is important to note that upon speaking with Ms*** she confirmed that her financial institution did not pay the aforementioned down payment charge. Therefore, as a courtesy to Ms***, T-Mobile placed a hold on the account until February 14, 2018, and offered to set up a payment arrangement with Ms*** to pay the balance in installments. Ms*** agreed to remit a payment in the amount of $by February 13, 2018, at which time Ms*** will contact T-Mobile to set up her next payment which is due no later than February 27, 2018, in the amount of $300.00. Ms*** stated that she will then review her finances on February 27, 2018, and either pay the balance in full at that time or set up an additional payment arrangement.Should Ms*** have any questions regarding the account or the information provided above, she may contact our office directly at the number listed below. T-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 attention. Should 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

April 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 April 14, 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 equipment returnAccording to our records, on April 1, 2017, Mr*** purchased an iPhone 6S, a protective case, a screen protector, and a charger through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $
Please note that customers are provide a day return period in which they are eligible to return their handset/accessories should they not meet their needsIt is important to note that a restocking fee may be assessed at the time of the return which is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com
According to our records, on April 7, 2017, Mr*** returned his iPhone 6S and charger to the T-Mobile store, where they were purchased, at which time the associated EIPs were closedOn April 14, 2017, Mr*** cancelled his account when he transferred his mobile numbers to another service providerIf 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 statement
At this time Mr***’s account remains closed with a balance of $which consists of monthly access charges, monthly EIP installments, applicable taxes, and fees from the billing statement dated April 2, The final charges for the protective case and the screen protector are pending the next billing statement which will generate on or around May 2,
However, in an effort to amicably resolve the matter and upon speaking to Mr***, on April 17, 2017, T-Mobile credited the outstanding account balance to zeroAdditionally, at that time, T-Mobile offered to credit the forthcoming EIP balance charges which will be reflected on the May billing statement, in order for the account to remain closed with a zero balancePursuant to our conversation, Mr*** confirmed the matter is resolved and he has no further concerns
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 contact with our retail locationT-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

Complaint: ***
I am rejecting this response because: Tmobile called me and I informed them I could not speak because I was at workShe then said that she would "try" to call me back but failed to do soI would like to speak to tmobile about my account but its nearly impossible to reach anyone on their team for assistancePlease call me after 6pm to further discuss the inconveniences caused by tmobile.
Sincerely,
*** ***

March 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, 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 March 8, 2016, regarding the above-referenced account.
T-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfaction. As previously stated in our letter to your office dated March 7, 2016, upon the return of his LG Leon, T-Mobile offered Mr*** an alternative model to his handset as either a certified pre-owned Samsung Galaxy Core Prime handset or a Samsung Galaxy Avant handset
T-Mobile records do not reflect that the handset has been received by our office at this time. Regrettably, we no longer have the Samsung Galaxy Core Prime in stock and Mr*** has declined the option of the Samsung Galaxy Avant handset
Nevertheless, upon communicating with Mr*** via his e-mail address of ***, and in an effort to amicably resolve Mr***’s concerns, on March 16, 2016, T-Mobile shipped him a certified pre-owned Samsung Galaxy S 16GB in Black handset to the billing address provided previously in his concern to your office. T-Mobile regrets any inconvenience to Mr***.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** *** *** ***
T-MOBILE USA, INC
Shannon R***
Executive Response

Complaint: ***
I am rejecting this response because: the representative only made one attempt to contact me via phone per my call logs and voicemail history and no others unless they would like to provide their evidence to the contraryI can provide my evidence that I called them back on 3/23/and left a voicemail for Oscar which as of this moment has gone un-returnedIf I receive this new SIM card that was sent I will be satisfied on that front, however, my original complaint states I have made various attempts to discuss the service concern with customer care and haven't been able to do so due to being blocked via online communication mediums and not being able to get one solid representative to work with on the phone without the buck getting passed around and aroundI would appreciate it if Oscar would take this opportunity to listen to their clients instead of trying to write the issue offThe location of my major service complaint is in Pittsburgh PA in the Fort Pitt Tunnel on Interstate Westbound*** was contracted to lead an install (in conjunction with support from the other carriers) of a cellular repeating system in all of our major highway tunnels (Fort Pitt Tunnels, Squirrel Hill Tunnels, and Liberty Tunnels)to repeat signals for all major carriers which has been completedThe system seems to be operating optimally for T-Mobile customers in all tunnels except the Fort Pitt Tunnels in the westbound side (marked in the attached screenshot with the red box)This tunnel sees annual average daily traffic of 150,vehiclesA fair share of those users are easily T-Mobile customers that are also affected by the lack of reception provided by exterior sources and the newer repeating systemIt would be wise for T-Mobile to investigate the cause and address this service issue not only because of the amount of potentially affected customers but it also lies right smack in the middle of the city of Pittsburgh and why would anyone want to switch to T-Mobile when they cant even properly cover a major metro? If the issue cannot be resolved quickly that is understandable but instead of trying to direct your customers back to a failed support system with customer care perhaps you could show concern and ask for the details
Sincerely,
*** ***

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 21, 2018, regarding the above-referenced account. T-Mobile regrets any billing concerns *** *** has experienced. T-Mobile records indicate *** ***’s mobile number ending *** was subscribed to our T-Mobile ONE Taxes Included rate plan for $per month. The T-Mobile ONE Taxes included rate plan includes unlimited calling to numbers in the US, Mexico and Canada; however, calls to other countries are billed in accordance with *** ***’s rate plan. Additionally, T-Mobile offers the Stateside International Talk feature that allows discounted calls to Guatemala for $per month, or our T-Mobile ONE Plus International feature for $per month. Our records indicate that *** *** was sent a billing statement dated January 9, 2018, in the amount of $which consisted of monthly recurring charges from January 10, 2018, through February 9, 2018, as well as international calls totaling $87.98. Please note, *** *** was not subscribed to the Stateside International Talk or our T-Mobile ONE Plus feature, and was billed for international usage of minutes at a rate of $per minute totaling $plus applicable taxes. As a courtesy to *** ***, T-Mobile offered to issue a credit in the amount of $for the billed international charges as a one-time courtesy. *** *** accepted this offer and also agreed to subscribe to our free-of-charge International call blocking feature. As of the date of this correspondence, *** ***’s account reflects a balance of $which is due February 2, 2018. T-Mobile regrets any inconvenience *** *** may have experienced, and we appreciate the opportunity to address his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,T-MOBILE USA, INC.Ronnie A***Executive Response