T-Mobile Usa Inc

May 19, 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 5, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to his LG K10 device. On May 5, 2017, T-Mobile records indicate Mr. [redacted] contacted our Customer Care in regards to processing a warranty exchange for his LG K10. T-Mobile records confirm Mr. [redacted] was having a difficult time completing the call due to the condition of his device; however, Customer Care was able to complete the warranty exchange process for Mr. [redacted] and deliver the replacement LG K10 device on May 8, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. T-Mobile would like to take this opportunity to thank Mr. [redacted] for his feedback regarding the Customer Care interaction and his great 18 year relationship with T-Mobile.
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.
Carlos T[redacted] Executive Response

May 23, 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 10, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns within this response.
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. [redacted]’s contact with our Customer Care.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding the above-referenced account. As Ms. [redacted] mentions in her letter to your office, her account concerns regarding a Change of Responsibly (“COR”) between her and her friends have been previously resolved. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.
A review of Ms. [redacted]’s concern confirm that on October 6, 2016, a mobile number ending in [redacted] was activated on Ms. [redacted]’s account and was later canceled on October 7, 2016. Ms. [redacted] was charged a total of $4.45 for the bill cycle that ran from September 14, 2016, through October 13, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, on May 22, 2017, T-Mobile applied an account credit in the amount of $4.45, which resulted in a balance due of $257.58 on June 6, 2017.
Please be advised that on September 21, 2015, Ms. [redacted] purchased an iPhone 6s Plus handset on a JUMP! On Demand (“JOD”) lease agreement. Ms. [redacted] was required to remit a capital cost reduction payment at the time of signing in the amount of $99.99, and agreed to 18-monthly lease payments in the amount of $31.25. After which, Ms. [redacted] would have the option to purchase the device for the purchase option price or return the handset to T-Mobile.
On February 13, 2016, T-Mobile records reflect Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6s Plus. Ms. [redacted] was not required to make a down payment; however, she agreed to a series of 24-monthly installment payments in the amount of $31.25. Please be advised that if a JOD or an EIP agreement is cancelled prior to the completion of said agreement, the remaining balance is due immediately.
In Ms. [redacted]’s correspondence to your office, she states that she purchased two iPhone 7 devices during our 2016 September iPhone 7 Trade Up offer. From September 9, 2016, and for a limited time, new and existing postpaid customers who traded-in their fully paid off iPhone could get a new iPhone 7 for free via monthly bill credits when purchased on an EIP. As the traded-in handset needed to be fully paid to qualify for the promotion, Ms. [redacted] was required to remit a payment in the amount of $305.00 for the balance of her EIP and JOD agreements. When a payment is made towards a JOD or an EIP agreement, the customer will see the payment post to their account and the charges for the JOD or EIP will be billed on the next available statement. Accordingly, it is important to note, Ms. [redacted] was billed for said payments on her November 14, 2016, billing statement. T-Mobile records indicate only one payment of $305.00 was billed to Ms. [redacted]. Should Ms. [redacted]’s records reflect otherwise, T-Mobile would appreciate the opportunity to further research a second payment, and we request Ms. [redacted] contact me at the number listed below.
On September 13, 2016, T-Mobile records indicate Ms. [redacted] traded in the aforementioned handsets. At the time of trading in her handsets, Ms. [redacted] purchased two iPhone 7 Plus handset on JOD lease agreement. Ms. [redacted] was not required to remit a capital cost reduction payment at the time of signing; however, she agreed to 18-monthly lease payments in the amount of $31.00 for each handset. After which, Ms. [redacted] would have the option to purchase each of the device for the purchase option price of $211.99. As stated above, as part of the 2016 September iPhone 7 Trade Up offer, one of the eligibility requirements to take advantage of offer was that you must purchase the device on an EIP. It is important to note, Ms. [redacted] purchased the iPhone 7 Plus handsets on JOD. As such, Ms. [redacted]’s account was ineligible for the 2016 September iPhone 7 Trade Up offer.
As a gesture of goodwill, T-Mobile will offer Ms. [redacted] a one-time lump sum credit in the amount of $200.00 should she decide to keep the iPhone 7 Plus handsets. Alternatively, should Ms. [redacted] decide she does not wish to keep her handsets, T-Mobile will allow her to return the handsets without having to pay the remaining balance due on the lease agreements. If Ms. [redacted] would like to accept either of these offers, she can contact me at the number listed below. 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.
[redacted] T[redacted]
Executive Response

October 10, 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 23, 2016, regarding the above-referenced account. T-Mobile regrets if Mr. [redacted] feels our previous response was not sufficient to address his concerns. Please be advised that T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] continues having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect good to great coverage. However, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. As mentioned in Mr. [redacted]’s letter to your office, T-Mobile recently provided a Personal Cellspot coverage device. The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their Wi-Fi capable device. It is like having a tower in one's house and is now available at no additional cost to assist with coverage concerns. However, T-Mobile is further investigating Mr. [redacted]’s coverage and dropped call concerns. Our engineers are working towards providing a resolution and will notify Mr. [redacted] once they have completed their review. T-Mobile appreciates Mr. [redacted]’s patience during our investigation of this matter and we will continue to work with him towards an amicable resolution. 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. Alberto V[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]

July 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 July 5, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’ concerns within this letter.
T-Mobile regrets any concern to Mr. [redacted] in regards to his recent JUMP! On Demand upgrade experience. Please be advised that JUMP! On Demand (“JOD”) is a lease option that T-Mobile offers customers to lease new handsets via 18-monthly lease payments and a Purchase Option Price (“POP”) at the end of the lease term or the option to return the device. Please be advised that JOD also offers customers the ability to trade-in their leased device and lease a new device in its place up to three times a year.
T-Mobile records confirm that on November 12, 2016, Mr. [redacted] leased a Samsung Galaxy S7 Edge via JOD by agreeing to 18-monthly lease payments in the amount of $33.00 and agreed to a POP of $195.99. Please be advised that T-Mobile does not reflect a record of Mr. [redacted] having a lease payment of $10.00 for the device. Records confirm that on June 8, 2017, Mr. [redacted]’ JOD upgraded from his Samsung Galaxy S7 Edge to the new Samsung Galaxy S8. At the time of signing Mr. [redacted] agreed to 18-monthly lease payments of $33.00 and a purchase option price of $156.00. Regrettably, there was an error with the receipt of the package and on June 13, 2017, T-Mobile attempted to replace his JOD order once again.
Customers are provided an Equipment Credit Line (“ECL”) that may be used to purchase or lease equipment and accessories and then pay for it in monthly installments depending on the offer that the customer qualified to receive. At the time Mr. [redacted] attempted to lease the Samsung Galaxy S8 the available ECL required that he remit a higher down payment.
On June 27, 2017, T-Mobile completed its review of the handset order placed on June 8, 2017, for the Samsung Galaxy S8 and closed the JOD lease balance of the device updating the ECL for Mr. [redacted] new JOD order. On July 4, 2017, T-Mobile placed a JOD upgrade order for Mr. [redacted] once again for the Samsung Galaxy S8 in which he agreed to 18-monthly lease payments of $33.00 and a purchase option price of $156.00 and was not required to make an initial cost reduction payment. T-Mobile records confirm that Mr. [redacted] received his new Samsung Galaxy S8 on July 6, 2017. T-Mobile recommends that Mr. [redacted] return his Samsung Galaxy S7 Edge to a local retail location or using the prepaid return label to ensure that the JOD balance on that Samsung Galaxy S7 Edge is closed. T-Mobile regrets any inconvenience.
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

June 30, 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 18, 2017, regarding the above-referenced prepaid mobile number.
T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted] and we appreciate the opportunity address her concerns. T-Mobile records confirm that as of March 15, 2017, Ms. [redacted] is subscribed to the Simply Prepaid Unlimited Talk and Text rate plan for $25.00 monthly
T-Mobile records indicate that on June 15, 2017, Ms. [redacted] submitted a refill payment of $25.00, which was refunded to her same day. Please note that an additional payment of $25.00 was remitted to the account on June 17, 2017, which posted to the account thereby renewing Ms. [redacted]’s service.
In a conversation with Ms. [redacted] on June 20, 2017, Ms. [redacted] stated there was a third transaction of $25.00 debited from a second bank account. However, T-Mobile shows no record of this transaction. T-Mobile has agreed to refund Ms. [redacted] $25.00 for the third transaction so long as Ms. [redacted] can provide the two bank statements reflecting the three posted transactions. Ms. [redacted] was sent an email on June 20, 2017, requesting the above information. After receiving no response, T-Mobile issued a second email on June 28, 2017, as a reminder.
Ms. [redacted] may provide the requested bank statements within 30 days directly at [redacted]@T-Mobile.com. Ms. [redacted] may also contact me directly at the phone number listed below for further assistance, if needed. T-Mobile regrets any inconvenience.
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.
Thania R[redacted] Executive Response

March 31, 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 March 19, 2017, regarding the above-referenced account.
T-Mobile is sorry to hear of Mr. [redacted]’s concerns with his recent experience when visiting his local T-Mobile retail store and his expected monthly charges. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologized if Mr. [redacted] feels that this was not his experience.
A review of Mr. [redacted]’s concerns and account confirms that on November 12, 2016, Mr. [redacted] visited his local T-Mobile retail store and changed his rate plan to our T-Mobile ONE plan effective November 21, 2016. Please be advised that during this time, from September 8, 2016, through December 6, 2016, the 4th line is free on T-Mobile ONE taxes excluded. As such; instead of paying $180.00 per month without AutoPay or $160.00 per month when enrolled on AutoPay, customer would pay $140.00 plus with AutoPay or $155.00 without AutoPay. Customers with four or more T-Mobile ONE lines will receive either a $20 or $25 bill credit to get their 4th line free based on their enrollment on AutoPay.
In reviewing Mr. [redacted]’s account, our records confirm that his account is not enrolled on AutoPay.
It is important to note that T-Mobile did not have and currently does not have an all unlimited rate plan for $120.00 per month for four lines of service. T-Mobile regrets any confusion regarding our available offerings.
Based on the information mentioned above, Mr. [redacted] should have expected his monthly bill to be roughly $210.00- $215.00 per month including his monthly insurance under mobile number ending in [redacted], applicable taxes and fees.
Further review confirms that on February 6, 2017, Mr. [redacted] contacted Customer Care and was offered to change his rate plan to T-Mobile’s Grandfathered Simple Choice, Unlimited Talk, Text and data for 4 lines for $150.00 rate plan effective January 21, 2017. It is important to note that this rate plan is compatible with Mr. [redacted]’s corporate discount and will provide him with a monthly discount of 8% from his based rate plan totaling $12.00 per month. As the corporate discount brings Mr. [redacted]’s based rate plan to $138.00 plus applicable taxes and fees, this is the best cost effective rate plan for Mr. [redacted] if he wishes to keep unlimited services.
Based on the new selected rate plan, Mr. [redacted] should expect his monthly bill to be roughly $168.00 per month including taxes and fees.
T-Mobile has reviewed Mr. [redacted]’s billing statement following the account changes to confirm that if the 4th line bill credits were properly issued. Unfortunately, due to an inadvertent system error, some accounts enrolled in the T-Mobile ONE 4th line free promotion were experiencing a delay in the posting of their promotional bill credits and we can confirm that during the time Mr. [redacted]’s account was subscribed to our T-Mobile ONE rate plan, for the periods from November 21, 2016, through January 20, 2017, no promotional bill credits were issued. As such, Mr. [redacted]’s account is missing a total of $50.00 in bill promotional credits.
In an effort to amicably resolve this matter, on March 31, 2017, T-Mobile issued a onetime bill credit in the amount of $50.00 for the missing promotional bill credits. Mr. [redacted]’s account now reflects a balance in the amount of $112.57. In addition, T-Mobile offers to issue a onetime bill credit to the account in the amount of $216.00 which is the equivalent to 12 months’ worth of the difference between the $138.00 actual rate plan cost and the $120.00 Mr. [redacted] stated he was quoted. If Mr. [redacted] would like to accept T-Mobile’s offer, we request that he contacts me directly at the number listed below within 30 days from the date of this letter. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns and we regret any inconvenience this situation may have caused him.
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

September 15, 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 September 9, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. We regret to hear that Mr. [redacted] continues to have issues with his handset. T-Mobile records indicate that on January 13, 1015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Z3. 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 24 installments. Based on Ms. [redacted]’s personal credit history at the time of his purchase, he was not required to make a down payment; however, he agreed to pay $44.59, which was for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $26.25, which appeared on the first bill following the purchase of the device. By purchasing T-Mobile equipment, Mr. [redacted] received 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. T-Mobile records reflect that on September 19, 2015, Mr. [redacted] participated in the Limited Warranty Exchange process. When an exchange is processed through T-Mobile’s Handset Exchange Program, we cannot guarantee if the device will be new or like new, however, each device is inspected to ensure that it is good working condition. We regret any issues that Mr. [redacted] may have experienced with his replacement device. In an effort to provide Mr. [redacted] with a resolution to his concerns, on September 12, 2016, T-Mobile accelerated the remaining balance on his Sony Xperia Z3 handset and applied a credit in the amount of $105.00, which offset the accelerated balance in the amount of $105.00. As a further courtesy to Mr. [redacted], T-Mobile provided him $200.00 off a Samsung Galaxy S7 EDGE handset. Mr. [redacted]’s account reflects a current balance in the amount of $323.07, which is due on September 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. Carla S[redacted] Executive Response

October 27, 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 October 19, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to the Carrier Freedom reimbursement offer and JUMP! 2 insurance feature. Please note that as of the date of our previous letter to your office, dated October 17, 2016, T-Mobile had not been successful in reaching Mr. [redacted]. On October 19, 2016, T-Mobile successfully reached Mr. [redacted] via email and confirmed the amount due for his Carrier Freedom reimbursement offer as being a total of $659.64. On that date, T-Mobile issued a direct deposit refund to Mr. [redacted]’s checking account. Mr. [redacted] has confirmed receipt of the refund. Additionally, on that date T-Mobile confirmed with Mr. [redacted] his request to have the JUMP! 2 feature added to the voice lines of service ending in [redacted] and [redacted], at which time the feature was added to each line of service on the account. Please note that Mr. [redacted]’s account was not charged for the features prior to this date. Mr. [redacted] 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

July 18, 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 July 5, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] continues to have concerns regarding the balance on her account. As stated in our correspondence to your office dated July 3, 2017, T-Mobile records confirm that the account balance of $133.32 was due to services rendered until March 31, 2017, accelerated Equipment Installment Plan charges, and applicable taxes and fees.
However, upon speaking with Ms. [redacted] on July 14, 2017, she was informed that the balance was valid and as a gesture of good faith due to her ongoing concerns about the balance T-Mobile credited the account in full. A credit in the amount of $133.32 was placed on the account on July 14, 2017. The credit reduced the account to a zero balance.
Additionally, Ms. [redacted] was advised that T-Mobile removed the account from third-party collections 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 Ms. [redacted]’ credit report to reflect the change. 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.
Abigail P[redacted]
Executive Response

September 28, 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 September 17, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful.   T-Mobile regrets any concerns Mr. [redacted] has with his handset and service. Regretfully, with the information available, T-Mobile is unable to discern the specifics of Mr. [redacted]’s dispute with T-Mobile.  T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution.  We request that Mr. [redacted] contact me directly at the number below or via email at Abigail.[redacted]@T-Mobile.com to discuss this matter and work toward a resolution.   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.   Abigail [redacted] Executive Response Tell us why here...

August 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 August 10, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to a promotion for her LG tablet.  Please be advised that from April 7, 2017 through May 24, 2017, T-Mobile offered the 2017 Q2 LG Tablet Bundle promotion.  The 2017 Q2 LG Tablet Bundle promotion offered new and existing customers an LG G Pad X 8.0 tablet for free after a mail in rebate with the purchase of an LG G6 handset or an LG V20 handset on EIP.    Additionally, from April 21, 2017 through May 24, 2017, T-Mobile offered the 2017 Q2 LG G Pad Bundle 50% Off promotion. The 2017 Q2 LG G Pad Bundle 50% Off promotion offered new and existing customers an LG G Pad X 8.0 tablet at half cost after a mail in rebate with the purchase of an LG Aristo handset, LG K20 Plus handset, LG K10 handset, LG K7 handset, or LG Stylo 2 Plus handset on EIP.   T-Mobile records reflect that on April 22, 2017, Ms. [redacted] qualified for our JUMP! On Demand (“JOD”) offering with the lease of an LG Stylo 2 Plus handset.  Please be advised that Ms. [redacted] was not required to make a capitol cost reduction payment, she then agreed to a 18-monthly lease of $10.00 a month with a purchase option price of $200.00 after lease is completed.    Additionally, our records confirm that Ms. [redacted] Qualified for our EIP offering with the purchase of an LG G Pad tablet.  Ms. [redacted] was not required to remit a down payment, she then agreed to a 24-monthly installment for $10.00 a month.    Please be advised that Ms. [redacted] did not meet the requirements for our 2017 Q2 LG G Pad Bundle 50% Off promotion as she leased the LG Stylo 2 handset and the handset was not placed on an EIP.    T-Mobile records reflect that on June 19, 2017, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile applied a one-time courtesy credit in the amount of $120.00 to honor the 2017 Q2 LG G Pad Bundle 50% Off promotion.    Upon speaking with Ms. [redacted] on August 17, 2017, in an additional effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to waive the remaining balance of $200.00 for the LG G Pad tablet.  Additionally, T-Mobile offered a $80.00 credit for service charges for her MI line and a $10.00 credit for her EIP payment for the LG G Pad tablet.  Lastly, T-Mobile offered Ms. [redacted] free MI line service up until September 2, 2017, the end of her current billing cycle.  Ms. [redacted] has been advised that any charges after September 2, 2017 for her MI line will be valid and owed.  Please note that Ms. [redacted] has accepted our offer and her account reflects a $169.38 balance.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our 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.   Juan B[redacted] Executive Response

July 9, 2015 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 July...

2, 2015, regarding the above-referenced account. T-Mobile made several attempts to contact [redacted] regarding her correspondence to your office via phone, which have proven unsuccessf* Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number provided. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at [redacted]. Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter furthe** T-Mobile regrets any inconvenience to [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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[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 13, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] experienced regarding our 2016 iPhone 7 Trade Up promotion and the status of his submission. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records confirm that on September 24, 2016, an iPhone 7 order was placed on Mr. [redacted]’s account. Regretfully, there was not a trade-in device associated with the order at the time the order was created. T-Mobile records confirm that on April 20, 2017, an iPhone 6 was surrendered for trade in via UPS tracking label [redacted]. This device has since been received by T-Mobile; however, as the original order did not have a trade associated with it, the promotional bill credits did not start automatically.
T-Mobile contacted Mr. [redacted] on May 19, 2017, and in effort to resolve this matter amicably, T-Mobile has closed the associated EIP for the iPhone 7 device in full. Following the conversation Mr. [redacted] advised this matter has been resolved. T-Mobile regrets any inconvenience.
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.
Jamen F[redacted] Executive Response

February 9, 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 February 5, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced with her account. T-Mobile strives to provide a knowledgeable, professional and courteous experience on every customer contact. We apologize if any of our representatives failed to do so while assisting Ms. [redacted].
Between November 11, 2016, and November 13, 2016, T-Mobile offered new and existing customers who add a new line of service to their account and purchase a Samsung Galaxy S7 for an existing line and the new line, the opportunity to receive the second Samsung Galaxy S7 free. In order to qualify for the promotion, customers were required to finance the two Samsung Galaxy S7 devices through the Equipment Installment Program (“EIP”) after which they would receive a monthly credit for the second Samsung Galaxy S7, making it free.
T-Mobile records confirm that on November 11, 2016, Ms. [redacted] visited a T-Mobile retail store and during this visit she activated mobile number ending in [redacted] on her above account. During this visit Ms. [redacted] purchased a new Samsung Galaxy S7 for her number ending in [redacted] and for the new number ending in [redacted]. Ms. [redacted] elected to finance the two Samsung Galaxy S7 devices through EIP wherein she agreed to pay for the cost of each device totaling $689.99 in 23 monthly installments of $28.75 and one final installment of $28.74. Unfortunately, Ms. [redacted] has not received the promotional monthly credits to make one of the Samsung Galaxy S7 devices free.
Furthermore, T-Mobile records confirm that Ms. [redacted] changed her plan to the $130.00 T-Mobile One plan effective November 10, 2016. Ms. [redacted]’s monthly costs total $231.00 before tax for her four voice lines and mobile internet line. Ms. [redacted] also participated in the 4th line free promotion. As such, Ms. [redacted] receives a monthly credit of $25.00 plus tax to make mobile number ending in [redacted] free. Ms. [redacted] is also receiving a monthly discount of $10.00 for her mobile internet number ending in 6365. These credits reduce Ms. [redacted]’s monthly cost to $196.00 before taxes and equipment charges. Ms. [redacted] has several devices financed through EIP with monthly EIP loan payments totaling $127.42. As such, Ms. [redacted]’s monthly cost before taxes totals $323.42.
In an effort to amicably resolve this issue, T-Mobile ended the EIP loan for the Samsung Galaxy S7 which was financed for mobile number ending in [redacted] and waived the remaining balance. Furthermore, T-Mobile applied an $86.25 credit to Ms. [redacted]’s account for the three monthly installments which were billed to her account for the Samsung Galaxy S7. This credit reduced Ms. [redacted]’s balance to a credit balance of $86.25. This also reduced Ms. [redacted]’s monthly cost to $294.67 before tax.
T-Mobile is pleased to announce as of January 22, 2017, the T-Mobile One All In rate plan which includes taxes and fees billed into the cost of the rate plan. Since Ms. [redacted] is receiving a credit to make her 4th line free, she qualifies for special pricing on the new T-Mobile One All In plan. Pursuant to Ms. [redacted]’s request, we changed her rate plan to the new T-Mobile One All In rate plan effective February 10, 2017. When Ms. [redacted] signs up for automatic payment, her new monthly access charges will total $201.00 and will include tax. Therefore, Ms. [redacted]’s monthly charges will total $299.67 and will include tax. Ms. [redacted] currently pays an estimated $17.00 in taxes. As such, the new rate plan should reduce Ms. [redacted]’s monthly cost by an estimated $12.00 per month. Ms. [redacted] may review the changes made to her account, sign up for automatic payment and review her account balance by visiting www.T-Mobile.com. 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.
Brian W[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.
 Of course you cannot reach me, my tmobile phone ONLY RINGS WHEN I AM NEAR FREE WIFI!
Sincerely,
[redacted]

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]

July 1, 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 June 19, 2016, regarding the above-referenced account. It should be noted that [redacted] and [redacted] is the same person and the discrepancy is a typographical error. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret any inconvenience Ms. [redacted] may have experienced while upgrading her handsets. T-Mobile records indicate that on January 1, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 and a Samsung Note 5. 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 24 installments. At that time, Ms. [redacted] leased a second Samsung Galaxy S6 handset utilizing our JUMP! On Demand offering. Jump! On Demand is a lease program that breaks a phone’s cost down into 18 equal monthly payments, upon approved credit. Customers may be required to pay a capital cost reduction at the time of lease signing based upon their credit and/or choice of device. Customers pay taxes on the capital cost reduction at the time they receive the device. On December 31, 2015, a handset replacement was ordered utilizing the available warranty, for Ms. [redacted]’s non-working handset, and it was shipped to her on January 1, 2016. Please be advised that in each replacement handset box, a set of instructions is provided on how to return non-working equipment to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records do not indicate that we received the non-working handset, as such; Ms. [redacted] was charged $429.69 for the non-return fee and applicable taxes. Although it is outside the allotted seven days provided to the customer to return their non-working handset, in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return her non-working handset directly to my attention within 30 days of the date of this letter at: Executive Customer Relations Attention: James H[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $429.69 for the handset non-return fee and applicable taxes. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. We also request that Ms. [redacted] disable the “find my iPhone” feature. Once the handset have been received and deemed to be in good working order, T-Mobile will remove the out of warranty fee plus associated taxes. It should be noted that Ms. [redacted]’s account has carried a past due balance dating back to her March 8, 2016, billing statement as the last payment was received on March 2, 2016. T-Mobile records reflect that on May 18, 2016, Ms. [redacted]’s account was canceled at her request thus accelerating the remaining EIP as outlined above. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. At the time of cancelation Ms. [redacted]’s account reflected an outstanding balance of $629.54 and included the two months of past due monthly access charges. EIP installments, the above referenced out of warranty fee plus applicable taxes. Therefore, on June 8, 2016, T-Mobile sent Ms. [redacted] her final billing statement which reflected the final balance of $2,389.18 and included the past due balance of $629.54, tax credit of $2.07 and final charges of $1,761.70 for the accelerated EIP and device pay off for the handsets purchased in January 2016. It is T-Mobile determination that Ms. [redacted] was billed accurately for services utilized and handsets. Finally in regards to Ms. [redacted]’s concerns about a payment made, unfortunately Ms. [redacted] did not provide specifics for the disputed payment. As such, we are unable to investigate this allegation. We recommend that Ms. [redacted] contact me directly to provide us with the payment information including proof of payment and to discuss payment options in order to avoid any further collection activity. 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. James H[redacted] Executive Response

November 3, 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 23, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have in regards to her 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 Ms. [redacted]’s contact with our Customer Care.
T-Mobile’s records indicate on December 8, 2015, Ms. [redacted] utilized our JUMP! On Demand (“JOD”) offering for the lease of a Samsung Galaxy S6 32GB handsets for the mobile number ending in 9589. Ms. [redacted] was not required to pay a capital cost reduction payment at the start of the lease but she did agree to 18 installment payments of $24.00 and a purchase option price of $156.00 including tax.
JOD customer may choose to purchase their leased device at any time during the 18-month lease term. However, JOD customers are responsible for the remaining lease payments, the purchase option price and all applicable taxes. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following billing statement.
T-Mobile records indicate that on June 28, 2017, Ms. [redacted]’s above mentioned lease ended and the purchase option price was assessed to her July 21, 2017, billing statement. Please be advised T-Mobile offers the option to split the cost of the purchase option price over a period of nine months. However, on July 20, 2017, Ms. [redacted] changed her mobile number ending in 9589 to the number ending in 0089. Due to the original number that Ms. [redacted] set her JOD lease on not being active, T-Mobile was unable to set up a purchase option price for the mentioned lease. Nonetheless, on October 23, 2017, Ms. [redacted] was provided a credit of $156.00 for the purchase option price. This credit left a revised balance of $87.27 on Ms. [redacted]’s account. 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.
Nicole C[redacted]
Executive Response

August 8, 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 July 26, 2017, regarding the above-referenced account.
We regret to hear that Ms. [redacted] has concerns about the billing on her account. We can confirm that Ms. [redacted] has spoken to Customer Care to advise that there were missing payments that had not posted towards the balance on her account. However, upon researching the alleged missing payments with the information Ms. [redacted] provided, we were unable to confirm that they were received. As such, Ms. [redacted] was advised to dispute the missing payments with her bank.
When Ms. [redacted] contacted our customer care department on July 20, 2017, a missing payment research ticket #[redacted] was filed and has since been closed. After a ten day waiting period, the requested documentation of an unaltered bank statement has not been received or was not identifiable. If Ms. [redacted] wishes to fax her information, she may provide the required documentation to fax number 800-423-9236. If Ms. [redacted] has already faxed her documentation, it may have been missing account information, was not legible, or possibly a blank page. T-Mobile request that Ms. [redacted] re-faxes her documents and the case will be reopened once received.
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.
James H[redacted]
Executive Response