T-Mobile Usa Inc

November 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 24, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction. T-Mobile regrets any concern Ms. [redacted] experienced in regards to the return of her Samsung Gear S2. Our records confirm that on September 25, 2016, Ms. [redacted] purchased a Samsung Gear S2 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets or accessories by paying a down payment at the time of purchase and agreeing to 24 monthly equal installments for the difference. Records confirm that at the time of purchase Ms. [redacted] paid a down payment of $246.60 including sales tax and agreed to 24 monthly installments of $6.67. On October 14, 2016, Ms. [redacted] contacted Customer Care to report she was unsatisfied with the accessory and was going to be returning it. Ms. [redacted] was provided with our return address to mail the Samsung Gear S2 back to for a refund of her down payment and sales tax. Regrettably, T-Mobile was not able to confirm the return of the Samsung Gear S2 until November 23, 2016, at which time the refund for Ms. [redacted]’s down payment was processed. Upon our conversation with Ms. [redacted] on November 28, 2016 T-Mobile was able to confirm that she has received a refund of $246.60 as of November 27, 2016. T-Mobile has closed the remaining EIP balance of the Samsung Gear S2 and credited her account the billed installment of $6.67 on the October 25, 2016 bill date and applied an additional $50.00 credit for the inconvenience leaving her account reflecting a balance due of $282.99 by December 17, 2016. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

Tell us why here...
October 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 1, 2017, regarding the above-referenced account.
T-Mobile regrets any handset concerns Ms. [redacted] has experienced with her Samsung Galaxy Note 4. T-Mobile records indicate Ms. [redacted] purchased a Samsung Galaxy Note 4 handset on November 14, 2014, and subscribed to our JUMP! 2 feature for $12.00 per month. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. The JUMP! 2 features provide customers all the coverage offered by our Premium Handset Protection bundle which included handset insurance and extended warranty. Under 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 reflect that Ms. [redacted] participated in the Limited Warranty Exchange process most recently on September 30, 2017. Please note that the replacement handset has been delivered to a T-Mobile retail location and is available for Ms. [redacted] to complete within seven days of the original order.
After speaking with Ms. [redacted] on October 5, 2017, in an effort to amicably resolve her concerns, T-Mobile offered a discount of $200.00 towards the purchase of a new handset of her choosing. We ask that Ms. [redacted] contact me directly at the number below before November 5, 2017, to accept this offer. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate the opportunity to address her 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted] Executive Response

December 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 30, 2017, regarding the above-referenced account. T-Mobile records confirm that Mr. [redacted] is the authorized contact name for this account. T-Mobile has contacted Mr. [redacted] to discuss this matter, and we look forward to hearing back from Mr. [redacted] to assist him in resolving his concerns.
T-Mobile is truly sorry to hear that Ms. [redacted] has had anything but a great Un-Carrier experience since activating his account. 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 Mr. [redacted]’s recent contact with our retail location or Customer Care.
Please be advised that T-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 trading-in their 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 device. Customers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period.
It is very important to note that Premium Handset Protection features, including T-Mobile’s JUMP! offering, may be added to the account within 14 days of a qualifying event. Qualifying events include:
• Activation with EIP;
• Add a line with EIP;
• Handset upgrade with EIP; or
• Warranty Exchange with EIP.
T-Mobile records confirm that at the time of activation on June 2, 2017, Mr. [redacted] added JUMP! to the mobile number ending in [redacted], although the option to add JUMP! was declined for Mr. [redacted]’s other five device orders. As 14 days have passed since that qualifying event, Mr. [redacted] is unable to add the JUMP! feature to any of his lines, and is not eligible for a JUMP! upgrade.
Regarding Mr. [redacted]’s concerns with his billing, our records indicate that since activation, Mr. [redacted] has been subscribed to our “T-Mobile ONE @Work” rate plan, which includes two lines of unlimited talk, text and data service for $130.00 per month. In addition, Mr. [redacted] has four additional lines of service, two of which are charged at a rate of $25.00 per line after applicable bundle discounts, and the remaining two are charged at a rate of $12.50 per line per month due to a “50% off Add-A-line” promotion. Additionally, Mr. [redacted] has three “DIGITS Talk and Text” lines which are free on promotion. In addition, Mr. [redacted] is subscribed to our ONE Plus @Work feature on the mobile numbers ending in [redacted] and [redacted], which is charged at a rate of $5.00 per line per month; the JUMP! feature for the mobile number ending in [redacted], which is charged at a rate of $12.00 per month; and the ONE Plus International feature for the mobile number ending in [redacted], which is charged at a rate of $25.00 per month. Including taxes and fees, Mr. [redacted] is expected to pay $252.00 per month for his selected services.
It is very important to note that around the time of activation, Mr. [redacted] took advantage of T-Mobile’s EIP offering with the purchases of four Bluetooth speakers, three iPad Pro’s and three iPhone 7’s. Mr. [redacted]’s monthly EIP costs total $213.26 per month. As such, Mr. [redacted]’s total monthly anticipated cost for services and equipment is $465.26 per month.
Upon review of Mr. [redacted]’s billing, our records confirm that Mr. [redacted]’s billing has remained consistent and as expected, aside from the billing statements dated September 2017, October 2017, and November 2017. Please note that Mr. [redacted]’s September 2017 billing statement totaled $485.24, due to third-party download charges totaling $19.98 for the mobile number ending in [redacted]. Mr. [redacted]’s November 2017 billing statement reflected charges totaling $679.00, due to a Payment Support Fee of $8.00, as well as nine restore-from-suspend fees of $20.00 per line plus taxes, due to the non-payment suspension occurring on October 4, 2017. Mr. [redacted]’s billing statement dated November 2017 was in the amount of $671.00 due to the addition of nine restore-from-suspend fees of $20.00 per line plus taxes, due to the non-payment suspension occurring on October 23, 2017.
Please be advised that an account is eligible for suspension any time the account balance remains outstanding past the due date. However, customers who are unable to remit payment by their due date are able to request a payment arrangement online or over the phone in an effort to avoid suspension. T-Mobile records confirm that on November 8, 2017, T-Mobile provided an account credit in the amount of $205.74 for one set of restore-from-suspend fees. Mr. [redacted]’s current account balance is in the amount of $1,144.26, and a thorough review of the account confirms that the balance is valid and owed. As a courtesy to Mr. [redacted], T-Mobile has placed a collections hold on the account through January 1, 2018, allowing Mr. [redacted] additional time to remit payment. T-Mobile regrets any inconvenience to Mr. [redacted], and we look forward to hearing back from Mr. [redacted] to discuss this matter further.
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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

Date Sent: 10/14/2016 5:39:04 PMOctober 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced with respect to the outstanding T-Mobile balance on the above-referenced account. Please note that T-Mobile previously addressed Mr. [redacted] concerns in our response to file number [redacted]. As stated in our correspondence to your office under file number [redacted], on March 13, 2016, due to continued non-payment Mr. [redacted]’s account was transferred to AmSher, a third-party collection agency for collection of the outstanding balance. Pursuant to our Terms and Conditions, when an account is transferred to a third-party collection agency, a collection fee based on the outstanding balance transferred may be assessed. The fee on this account was $113.74. As such, Mr. [redacted]’s account remained closed with an outstanding balance of $1,766.07 which consisted of monthly access charges, Equipment Installment Plan ("EIP") charges, applicable taxes, and fees from the billing statements dated November 10, 2015, through February 10, 2016. In an effort to amicably resolve Mr. [redacted]’s concerns and upon speaking to Mr. [redacted] on June 24, 2016, T-Mobile agreed to allow Mr. [redacted] to pay $1,080.90 toward his account and in return, T-Mobile offered to credit the remaining account balance to zero. In addition, upon completion of our offer, T-Mobile would remove the account from third-party collections and instruct the collection agency to delete any negative information reported to the credit bureaus. Our records indicate that on June 28, 2016, the account was assigned to Enhanced Resource Centers, an additional third party collection agency, for the collection of the outstanding balance. Following, on September 6, 2016, Mr. [redacted] remitted payment of $1,080.90 directly with the third party collection agency, Enhanced Resource Centers and not with T-Mobile. As T-Mobile was not aware of the payment remitted the above mentioned offer was not completed. As of September 6, 2016, the account reflected a remaining balance of $685.17 which included the collection fee of $113.74. To resolve this matter, on October 3, 2016, T-Mobile brought the account to a zero balance and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to be updated. T-Mobile regrets any inconvenience to Mr. [redacted]. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Aika A[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:My device has yet to be replaced with a working one. The credit did address the pending concern that I have been paying for a device that has not been working. However,  I still need a working phone... The link below is a video you may review so that you may see first hand what kind of defective phones T-Mobile as a company are offering as adequate replacement devices under warranty guidelines....https://drive.google.com/open?id=0B1DfCn_Yn8N2em9EbXY1YWp5Mmc
Sincerely,
[redacted]

June 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 20, 2016, regarding the above-referenced account. T-Mobile regrets any continued concerns Ms. ** has with her equipment order. As previously advised, Ms. ** is not listed on the referenced account as an authorized user. As such, we are unable to discuss the account, including whether or not equipment was ordered on the account with Ms. [redacted] We made several attempts to contact the account holder of record in an attempt to verify if Ms. ** should be an authorized user. Unfortunately, we were unsuccessful in contacting the account holder. If the account holder would like to discuss their account they may contact me at the number below. Otherwise, if Ms. ** would like to discuss the account, the account holder must first contact Customer Care by calling 800-937-8997 to request that Ms. ** be added to the account as an authorized user. Once Ms. ** is an authorized user, she may contact me at the number below to further discuss a resolution regarding her 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

October 24, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence da[redacted] October 19, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets to hear that Mr. [redacted] has concerns regarding his recent handset exchange.  T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 on July 28, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device.  During the Limited Warranty period, Mr. [redacted] 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 options.  Under 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 September 5, 2016, Mr. [redacted] completed a handset exchange on the above-referenced Samsung Galaxy S7 at which time he was charged a Service Warranty Processing Fee of $20.00 plus applicable tax as described above.  However, in an effort to amicably resolve the matter, on October 24, 2016, T- Mobile issued a credit to Mr. [redacted] account totaling $21.60 which represents the cost of the Service Warranty Processing Fee plus applicable tax.  The account remains open with a balance of $74.08.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

January 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 20, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Ms. [redacted] encountered with her T-Mobile account. T-Mobile records confirm that Ms. [redacted] canceled her account on October 15, 2015 when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 8th of one month to the 7th 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. [redacted] was billed through November 7, 2015. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $58.52 to bring her outstanding balance to zero. As such, Ms. [redacted]’s account remains closed with a zero balance. As Ms. [redacted] has already heard, Experian, a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly 15 million T-Mobile customers. This breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, 2013 and September 16, 2015. Please know that T-Mobile is fully cooperating with Experian in this investigation and will continue to do so as long as necessary. The records that were compromised include information such as names, addresses and birthdates. There were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromised. T-Mobile takes customer privacy and security very seriously. If Ms. [redacted] is concerned that her information may have been compromised as a part of this breach, she is entitled to register for two years of free credit monitoring. To enroll, Ms. [redacted] will need to visit the following website: [redacted] Experian has posted additional information at www.Experian.com/T-MobileFacts and Ms. [redacted] can also refer to our own website, www.t-mobile.com. It is important to note that based on Ms. [redacted]’s activation date of November 8, 2008, she was not impacted by Experian’s data breach. However, Ms. [redacted] may still take advantage of the free credit monitoring service if she feels necessary. 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:they just refused payment in full 6:05 tuesday june 13 .
Sincerely,
[redacted]

Tell us why here... February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It...

May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence February 6, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Mr. [redacted] may have encountered with this handset.  We have investigated this matter and our records confirm that Mr. [redacted] activated his T-Mobile account with two lines of service on September 22, 2017.  On that day, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8+ handset for $800.00, plus taxes.  Mr. [redacted] was required to remit a down payment in the amount of $80.00, plus taxes and agreed to 24 monthly installments of $30.00.  Please note, when Mr. [redacted] purchased his Samsung Galaxy S8+ handset, he also subscribed to our JUMP! 2 feature.  Our JUMP! 2 feature provides customers handset insurance on lost, theft and damage, an extended warranty, Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that handset.  It is important to note that Mr. [redacted] has a remaining EIP balance of $570.00 on his Samsung Galaxy S8+ handset.  Pursuant to our JUMP!2 feature guidelines, Mr. [redacted] can utilize his upgrade at any time however, remitting a payment of $170.00 was required to meet one-half of the original retail price of his purchased handset to qualify for a credit of the remaining EIP balance.  On February 6, 2018, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile assisted in ordering a warranty replacement handset and subscribing Mr. [redacted]’s mobile number ending in 1919 to our grandfathered JUMP! insurance feature.  The grandfathered JUMP! feature provides customers all the coverage offered in our JUMP! 2 handset insurance feature; however, Mr. [redacted] will also receive the benefit of trading-in his current handset for full credit of the remaining EIP balance regardless of the existing balance at the time, not requiring that he meet one-half of the original retail price before his upgrade.  Mr. [redacted] now has the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.  As a gesture of goodwill, T-Mobile has made Mr. [redacted]’s mobile number ending in 1919 eligible for a JUMP! upgrade based upon his account activation date, September 22, 2017.  As such, Mr. [redacted] will be eligible to utilize his first JUMP! upgrade on March 22, 2018, and a payment of $170.00 to meet one-half of the original retail price will not be required.On February 8, 2018, T-Mobile spoke with Mr. [redacted] in regards to his handset and concern.  On that day, we advised that our engineer recommended that new SIM card be utilized with his device.  Therefore, a new Sim Card was ordered and sent for testing.  Mr. [redacted] confirmed he is aware March 22, 2018, is the soonest date for an upgrade and stated he accepted the grandfathered JUMP! feature as an acceptable resolution.  Should Mr. [redacted] need further assistance with his handset, he may reach out to me at the number below.  We appreciate Mr. [redacted]’s feedback and the opportunity to address his concerns.  T-Mobile regrets any inconvenience to Mr. [redacted].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 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Vanessa Q[redacted]Executive Response

I want this known for the record T-Mobile is just keeping a letter and they are copying and pasting it they are not addressing the problem at all I am sick of this itic constant return of letters with the same exact statement they are not addressing the fact that their customer service is causing a handicapped man to go to the store to fix his bill every month this has absolutely nothing to do with their promises their gifts their whatever these people do not have any consideration for their customers I want this publicly advertised that this company does not care about their customers I absolutely do not accept their continuous copy and paste of the same letter this further proves that they are not listening to any of the complaints I will have to call and contact a lawyer and Sue these people because they will not address the problem that their customer service is absolutely garbage
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced account.
T-Mobile is sorry that Mr. [redacted] continues to feel that our previous response to your office have not been sufficient. Please be advised that although the tracking number provided by Mr. [redacted] reflects that a package was delivered to T-Mobile’s warehouse on January 3, 2017, this is not a valid confirmation of the equipment return. The content of the package is not confirmed until properly reviewed and the equipment scanned. It remains T-Mobile's position that we were able to confirm the return of Mr. [redacted]’s equipment on January 31, 2017.
In regards to Mr. [redacted]’s concerns with his account being transferred to a third party collection agency, please be advised that our records confirm that Mr. [redacted] was contacted by a third party agency on our behalf regarding the outstanding debt at the time on his T-Mobile account. It is important to note that no negative information has been reported to the credit bureaus. Mr. [redacted]’s account remains canceled, in good standing with T-Mobile and it reflects a zero balance. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns and we regret any inconvenience he may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

July 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 19, 2016, regarding the above-referenced account. T-Mobile records confirm that Ms. [redacted] is designated as an authorized user of Mr. [redacted]’s account. T-Mobile is delighted to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her Carrier Freedom reimbursement request. Please be advised that pursuant to the terms and conditions of T-Mobile’s Carrier Freedom program for device payoff costs, customers are provided with a reimbursement for the remaining balances owed on devices traded-in to T-Mobile, in two installments. The first installment, at the time of purchase, is in the form of trade-in credit, which is determined based on Fair Market Value of the device, and can be applied toward in-store purchases or as a bill credit to the account. Please note that our records confirm that Ms. [redacted] received her first Carrier Freedom payout on October 6, 2015, when Mr. [redacted] received a trade-in credit of $131.00 which was automatically applied to the billing statement dated October 7, 2015. The second Carrier Freedom payment to our customers is in the form of a reimbursement refund card for any remaining difference owed, which is determined by the final billing statement from their previous provider, which is submitted by the customer. Please note that customers can expect to receive their reimbursement within eight weeks. T-Mobile records confirm that on December 2, 2015, T-Mobile received a Carrier Freedom Reimbursement submission and on February 5, 2016, the second reimbursement payout totaling $382.31, was approved and mailed. However, it is very important to note that Carrier Freedom reimbursement cards are issued automatically to the account holder’s address, and therefore it appears as Ms. [redacted] lives in a different state. As there were concerns with the refund card being mailed to the wrong address, the refund card was reissued multiple times. Please note that upon speaking with Ms. [redacted] regarding this matter, she confirms she has now received her refund. We sincerely regret the delay that Ms. [redacted] experienced while awaiting her Carrier Freedom reimbursement refund, and any inconvenience the delay may have caused. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued and additional refund of $131.00 which will be reflected in Ms. [redacted]’s bank account within one to three business days. Ms. [redacted] accepted this offer as resolution in full to her 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

May 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 19, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any additional concerns that Ms. [redacted] experienced regarding her T-Mobile account. T-Mobile records confirm that on the billing statement dated May 19, 2017, Ms. [redacted]’s account reflects the two credits applied on page three of her billing statement. Ms. [redacted]’s statement reflects the bill credits in the amount of $175.00 dated May 1, 2017, as well as $100.00 credit on May 16, 2017. The credits resulted in a credit balance of $131.50, which will reduce her next bill that generates on or around June 19, 2017. Ms. [redacted] can review her bill online by logging into www.t-mobile.com, and selecting the detailed bill view so that she may review the detail of the credits. T-Mobile regrets any inconvenience to Ms. [redacted].
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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 2, 2017, regarding the above-referenced account.
T-Mobile regrets any confusion experienced by Ms. [redacted] regarding her JUMP! On Demand lease.
JUMP! On Demand is a way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
On August 29, 2015, Ms. [redacted] entered into a JUMP! On Demand lease for her Apple iPhone 6 Plus Gold 16 GB handset. Please note, at the time Ms. [redacted] entered in the JUMP! On Demand lease, she was provided documentation supporting her lease agreement which did stipulate she was agreeing that she was not purchasing the handset, but leasing the equipment with a purchase option at the end of the 18 month lease agreement. T-Mobile regrets any misunderstanding to Ms. [redacted].
As Ms. [redacted]’s JUMP! On Demand lease ended in February 2017, she was presented the ability to return the equipment to a local T-Mobile retail store and complete the lease, purchasing the equipment by remitting payment in full for the purchase option price of $191.76 plus applicable taxes, or breaking up the purchase option price over a period of nine months on an Equipment Installment Plan (EIP). T-Mobile regrets any miscommunication to Ms. [redacted] on how our end lease options work however, it is our position that the purchase option price is valid should Ms. [redacted] elect to keep her Apple iPhone 6 Plus.
In an effort to amicably resolve this matter, T-Mobile has agreed to credit the purchase option price of $191.76 plus applicable taxes. Ms. [redacted] will be able to retain her equipment and will not be requirement to remit payment for the purchase option price of the equipment. Ms. [redacted]’s purchase option price is presently a pending charge and will be credited once her next billing statement is generated. Our office has created a follow up to remove the additional charge. T-Mobile regrets any inconvenience to Ms. [redacted].
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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

May 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 15, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. ***’ concerns to his satisfaction. T-Mobile makes every effort to ensure our customers are provided with fully accurate information on each customer contact and we regret if this was not the case when Mr. *** completed a handset exchange. T-Mobile wishes to thank Mr. *** for taking the time to bring his concerns to our attention as such feedback allows us the opportunity to prevent similar experiences going forward. T-Mobile records confirm that, on April 15, 2016, Mr. *** visited a T-Mobile retail location for assistance with his Samsung Galaxy S6 device which was not working properly. As a resolution for Mr. ***, it was recommended that he perform a handset exchange, Mr. *** accepted this offer and an order was placed that same day. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are 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. Under 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. Upon receipt, T-Mobile examined Mr. ***’ non-working device and it was found to have sustained a crack to the back side of the device, 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. A warning of the possibility of an out-of-warranty fee is provided in the users’ manual and in the material that accompanies the replacement handset as well as on the T-Mobile support site at https://support.t-mobile.com/docs/DOC-1656. As Mr. ***’ device was determined to be out of warranty, the appropriate fee was applied to his T-Mobile account. In an attempt to provide Mr. *** with an Un-carrier experience, T-Mobile has made an exception to the normal handset exchange guidelines and applied credits totaling $425.00 to his T-Mobile account in order to offset the out of warranty fee and associated taxes. As this fee has not yet billed to Mr. ***’ account, on his next billing statement he will see the fee and associated taxes as well as the adjustments we have applied. 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 877-290-6323 ext. *** Very truly yours, T-MOBILE USA, INC. Liana GExecutive Response

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:     ...

[redacted]                        Your File No. [redacted]                        T-Mobile Prepaid No. xxx-xxx-[redacted] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 15,2015, regarding the above-referenced account.  T-Mobilerecords indicate that Ms. [redacted]’s prepaid mobile number ending in [redacted] wassubscribed to T-Mobile’s Pay As You go rate plan.  Records confirmed that Ms. [redacted] canceledher prepaid account on June 11, 2015, when she ported her mobile number to anotherservice provider.  At that time Ms.[redacted]’s account reflected an unused balance of $37.28.    Please be advised that perthe Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even ifreturned during the return period), and no refunds or other compensation willbe given for the unused airtime balances, lost or stolen prepaid cards orcoupons.”   Nevertheless, in an effort toamicably resolve this matter, on June 16, 2015, T-Mobile processed a refund forMs. [redacted] in the amount of $37.28.  Ms.[redacted]’s refund will be delivered in the form of a prepaid card to the addressprovided to your office.  Please allowseven ten business days for delivery. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.    Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted]  Verytruly yours, T-MOBILEUSA, INC. [redacted]ExecutiveResponse

June 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 9, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] may have experienced with her Samsung Galaxy Note 5 device. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under 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 Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage to parts, 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. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information also accompanies the replacement handset. Based on the above information, it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Based on the damage detected on Ms. [redacted]’s Samsung Galaxy Note 5, a charge of $427.00 for the out of warranty fee and taxes was billed on the billing statement dated May 29, 2016. Nevertheless, on June 9, 2016, T-Mobile agreed to issue a credit of $427.00 for the out of warranty fee billed to Ms. [redacted]’s account. Ms. [redacted]’s account has an updated balance of $262.96 for the monthly recurring charges, Equipment Installment Plan charges, taxes and fees billed during the period of April 28, 2016, through May 28, 2016. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

May 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted] To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] designated [redacted] as an authorized user on the account.   T-Mobile regrets that Mr. [redacted] has concerns with a handset return.  T-Mobile records indicate that Ms. [redacted] purchased an Apple iPhone 7 Plus 32 GB handset with our Equipment Installment Plan (“EIP”) on December 13, 2016 for the mobile number ending in 9961.  As of the time of Ms. [redacted]’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it meets her needs.  If 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 applicable EIP entered into at the time of the original purchase.    T-Mobile records indicate that the returned Apple iPhone 7 32 GB handset was received on April 28, 2017.  Please be advised that this is outside of the 14-day return period.  However; Mr. [redacted] indicated that the handset was returned in December 2016, which we are unable to validate.  Nevertheless, T-Mobile closed the EIP for the returned handset and the five previous installments of $31.25 were credited to the account on May 2, 2017.  In addition, a credit in the amount of $26.99 was issued to the account for the handset upgrade fee and shipping charges for the original order, which was issued a gesture of goodwill.  The $80.00 deposit that was paid at the time of purchase should be refunded within five business days.  T-Mobile appreciates Ms. [redacted] and Mr. [redacted]’s business and we regret any inconvenience that they may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response