T-Mobile USA

Complaint: [redacted] I am rejecting this response because:I am not personally satisfied with the voicemail message that was left on my phoneShortly after the phone call I left several messages for days with no response back until my final message where I suggested to leave a voicemail with the resoulution! I wish Tmobile had recordings of all my phone calls through out the year, I returned my Note because it would heat up for months my fiance returned his Iphone because phone was dropping calls and had issues for months we both finally got fed up and were under the impression this was a warranty issue after explaining this over the phone.There is no favor waiving dollars on my account when I should have never been charged this in the first placeNow Tmobile has written documentation that my bill monthly should be about plus an additional dollars for and exteneded payment plan since July 2016..for the past year my bank accounts withdrawl show payments to Tmoblie ranging from to that is the real explanation I am trying to recieve from Tmobile! Once again I am extremely confused with Why I am paying so much this stress has really caused me Headaches and I know I let it go for to long but till this day I have a requested a monthly breakdown from Tmobile and yet to recieve one.My Tmobile account is higher than my monthly mortgage so once again waiving something as a courtesy that should never have been charged does not really help maybe charging the correct bill monthly would not put me in this situation of not being able to pay my Bill Sincerely, [redacted]

October 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 25, 2017, regarding the above-referenced file number T-Mobile regrets any concerns Mr [redacted] experienced with his handset T-Mobile records confirm that Mr [redacted] is not a T-Mobile customer After further investigation, we determined that Mr***’s Apple iPhone Plus handset with the IMEI number [redacted] is a T-Mobile handset T-Mobile did not find any blocks on the handset and we have confirmed that it is unlocked for use with another network provider It is important to note that Mr [redacted] states in his correspondence that he was able to use the handset with a different provider, which indicates that the Apple iPhone Plus handset is unlocked T-Mobile checked our IMEI Blocking Tool and Mr***’s Apple iPhone Plus handset does not show that it is blocked Please note that when T-Mobile blocks a handset, it is only blocked from use on T-Mobile’s network when our T-Mobile customers report the phone as lost or stolen T-Mobile does not have the ability to block it from use on other carriers’ networks T-Mobile recommends that Mr [redacted] perform troubleshooting with his current cellphone provider, Lycra Mr [redacted] may also contact the manufacturer, Apple Incat 1-800-694-or he can also find support at https://getsupport.apple.com/ T-Mobile regrets any inconvenience to Mr [redacted] regarding 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-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response Tell us why here

August 28, 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 August 15, 2017, regarding the above-referenced account. Our records indicate the account holder of record is [redacted] and that [redacted] has been designated as an authorized user. T-Mobile regrets any concerns Mr. [redacted] experienced regarding equipment returns. Please be assured that T-Mobile strives 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. ***’s contact with our Customer Care department and Executive Response Team. T-Mobile records indicate on June 14, 2017, Mr. [redacted] started a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy S8 device. On June 27, 2017, the Samsung Galaxy S8 device was received at our warehouse. Unfortunately, the JOD lease was not ended upon return and Mr. [redacted] continued to receive monthly lease charges. On August 14, 2017, the JOD lease was ended and an adjustment in the amount of $265.31 was issued for the billed lease charges and for the inconvenience. On August 15, 2017, T-Mobile issued an additional adjustment in the amount of $81.91 for third party download charges. In regards to Mr. ***’s concerns about an Apple iPad Pro tablet; T-Mobile records indicate on June 21, 2017, Mr. [redacted] started a JOD lease for an Apple iPad Pro tablet. On August 20, 2017, T-Mobile received the return of the Apple iPad Pro tablet and the JOD lease was ended and Mr. [redacted] will no longer be billed for the tablet. T-Mobile issued an adjustment in the amount of $11.70 for return shipping costs. Please note T-Mobile does not have record we offered a credit in the amount of $13.60. On August 22, 2017, T-Mobile issued an adjustment in the amount of $100.00 for the inconvenience. The above credits impacted the account balance in the amount of $500.74 which updated the balance to $41.82. T-Mobile regrets any inconvenience to Mr. ***. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. ***-xxxx. Very truly yours, T-MOBILE USA, INC. Jennifer G [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] ,I would like to say again I did not agreed in no monthly payments except for the phone EIPThat was the reason of my complaint TMobile lied to meWith that being said and clarified I will say that this resolution is satisfactory to meAnd I'm really hoping for them to keep their word in the new monthly payments of Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: t-Mobile said they sent a one time pin to my correct address. After 1 week of saying this I reached out again to see why the one time pin was not yet received and they said I have to wait 30 days for my address to be updated on their side. So I was promised again for my issue to be resolved using One time pin sent by mail but am stuck again unable to use my T-Mobile SIM card.I have also sent my photo ID and SSN to Mr.Chris L [redacted] but still I have no feedback. I still cant access my bank accounts and many other important business tools because they are all connected to my t-mobile SIM card for account verification, please help me get this issue resolved asap Sincerely, [redacted]

Revdex.com: From: [redacted] [mailto: [redacted] ] Sent: Friday, August 26, 11:AMTo: Complaints Subject: Complaint ID [redacted] Hello, I filed a complaint yesterday and today was contacted by the company and all my issues and concerns were resolvedWhat are my next steps to close the complaint Thank you, [redacted] ***

March 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA 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 4, 2017, regarding the above-referenced accountWe are pleased to report that Mr [redacted] ’ concerns have been addressed and resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding his billing concernsWe appreciate the opportunity to respond to this matter T-Mobile is sorry to hear that Mr [redacted] has concerns about our new and exciting T-Mobile ONE offerT-Mobile ONE represents a fundamental change to current carrier data plans and pricing, allowing customers unlimited access to talk, text and high speed mobile data -- so they can use data as they please, when they please, without worrying about data usage or high speed “buckets” on their plans A review of Mr [redacted] ’ account reflects that on February 7, 2017, he participated in a rate plan change to our T-Mobile ONE planIt should be noted that Mr [redacted] ’ account is billed from the 25th of on month to the 24th of the followingWe certainly regret any bill shock that Mr [redacted] has experienced; however, it should be noted that as Mr [redacted] ’ rate plan change was backdated to January 25, 2017, the beginning of his then current billing cycle, he was assessed prorated charges Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’ contact with our Retail Location In an effort to amicable resolve Mr [redacted] concerns, and in the Un-carrier spirit, on March 13, 2017, T-Mobile contacted Mr [redacted] and offered him a one-time $credit to his accountPlease be advised that Mr [redacted] accepted this as a resolution to his concernsAccordingly, Mr [redacted] ’ account balance was updated to reflect that $remained due by March 17, As Mr [redacted] ’ account is enrolled in our AutoPay payment service, on March 15, 2017, $was drafted from his associated accountAccordingly, Mr [redacted] ’ account remains active with a zero balance for service through March 24, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jason A [redacted] Executive Response

July 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Number: XXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 20, 2015, regarding the above-referenced accountT-Mobile regrets any misunderstanding our prior response caused to your officePlease be advised that T-Mobile had already submitted our response dated July 15, to your office prior to being able to speak to Ms [redacted] directly regarding her concernsT-Mobile regrets any misunderstanding this may have caused Ms***As previously stated in our correspondence dated July 15, 2015, Ms [redacted] indicated that she is not able to use service with her handset in or around her local hospitalWe regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasPlease note that further review of Ms***’s inquiries about the coverage, T-Mobile has determined that the commercial building she is experiencing issues in is due to its structural make up which limits T-Mobile’s signal penetrationPlease be advised that T-Mobile has determined that Ms***’s indoor coverage she is experiencing is to be expectedOur records confirm that Mr [redacted] elected to have her rate plan changed to the Simply Prepaid $rate plan and scheduled that rate plan change at the start of her new monthly billing cycleAdditionally, on July 15, 2015, T-Mobile agreed to credit $to Ms***’s account, which Ms [redacted] accepted and was applied to the accountPlease be advised that Ms***’s account remains active with a credit balance of $Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Executive Response TeamBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

July 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA 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 30, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfactionPlease be advised that payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account historyAdditionally, please note that if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third party collection agencyT-Mobile records reflect that Mr***’s account has carried a past due balance since July Accordingly, T-Mobile has continually assisted Mr [redacted] by making payment arrangements on her accountAs part of these arrangements, on June 18, 2015, Ms [redacted] agreed to future dated payments in order to have her service immediately restoredThese future dated arrangements included a payment in the amount of $on June 15, It is important to note that pursuant to T-Mobile policy, the customer must commit to payment of the specified amount to avoid service interruptionOur records confirm that Ms [redacted] agreed to these arrangements; however, the payment was not received by the promised date of June 15, 2015, and as a result the account was suspended for non-payment on June 18, At that time, Ms [redacted] contacted T-Mobile’s Financial Care department and made a payment in the amount of $in order to have her service immediately restoredHowever, due to an inadvertent error at that time, Ms***’s checking account was charged a second time in the amount of $Additionally, at that time, T-Mobile assisted Ms [redacted] by setting up a payment arrangement in which she agreed to make a future dated payment in the amount of $for the remaining past due balance by June 28, In an effort to amicably resolve the matter, on June 30, 2015, T-Mobile submitted an electronic refund in the amount of $to be credited to Ms***’s checking accountFurthermore, T-Mobile applied a courtesy credit in the amount of $toward Mr***’s account bringing the account to a zero balanceUpon speaking to Ms [redacted] on July 6, 2015, she stated that her checking account information has changed since the time of the above-referenced payment; therefore, T-Mobile is continuing to work directly with Ms [redacted] in an effort to fully resolve her concernsPursuant to our above-referenced conversation with Ms***, her concerns have been fully resolvedT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCBrandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I was not able to reach Sacny A [redacted] at the provided telephone number and have called back on multiple occasion most recently on Aug11, and left multiple messages with detailed information about the purpose of my callDue to these circumstances I was not able to confirm nor accept the option offered by MrsA [redacted] for a replacement phone Additionally T mobile misrepresented the fact that I was using a non Tmobile branded deviceI was using a T-mobile branded device model D [redacted] Xperia Zbefore the device broke down, not an unlocked version as stated in the responseSincerely, [redacted]

August 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA 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 August 7, 2015, regarding the above-referenced accountT-Mobile regrets any difficulty that Mr [redacted] has experienced with his Samsung deviceT-Mobile provides a 14-day return period during which our customers can test newly purchased equipment to determine whether it meets their needsIf the equipment does not meet the customer’s needs, it can returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plain (“EIP”) entered into at the time of the original purchaseAlthough Mr [redacted] is outside the return period for his purchase, in an effort to amicably resolve this matter , T-Mobile agrees to accept the return of his Samsung Galaxy Sdevice in exchange for providing a $refund via Citibank prepaid refund debit cardMr [redacted] may return the handset to my attention within days of this letter at: Executive Reponse Attention: Pancho QP.OBox [redacted] Albuquerque, NM Mr [redacted] has EIP available for an equipment upgrade subsequent to the proposed refund offerBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCPancho QExecutive Response

August 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA 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 August 10, 2017, regarding the above-referenced account T-Mobile regrets any concern Ms [redacted] had regarding our Carrier Freedom promotionOn December 11, 2016, Ms [redacted] activated services with T-Mobile by porting over three lines ending in ***, ***, and [redacted] from [redacted] T-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family As Ms [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successful There are several eligibility requirements to be met in order to qualify for the Carrier Freedom promotion; • Customers should go to a retail store to submit for reimbursementCustomers who did not submit for reimbursement in store must do so at www.switch2tmobile.com within days from service activation; • Port in from any U.Scarrier; • Trade in qualified equipment (equipment not associated with a phone number is not eligible) for each line wanting to participateFor device payment plan reimbursement, eligible traequipment must match what is listed on the payment plan agreement • Purchase a new or refurbished T-Mobile device at full price or with EIP; • Activate a new line of service on a qualifying T-Mobile ONE, Simple Choice Voice, Mobile Internet, or Data Only rate plan; • Submit final bill showing ETF and/or device payment plans and completed reimbursement request form at www.switch2tmobile.com within days from service activationAT&T, Sprint, and [redacted] customers will collect screen shots of their device payment plans from the carrier website or app on the customer's device and upload them during the submission processFor an ETF reimbursement, they must submit the final bill; • T-Mobile account must remain active and in good standing until the reimbursement is received Ms [redacted] did not meet these eligibility requirements as T-Mobile does not show a record of a Carrier Freedom submission However, upon speaking with Ms [redacted] , in an effort to amicably resolve this matter, T-Mobile has offered an extension of the Carrier Freedom promotion to match the total value of the original offerWe request that Ms [redacted] provide an unaltered copy of her final billing statement reflecting the early termination fees or device financing costs incurred with her previous carrier to my attention no later than September 23, 2017, at; [redacted] @T-Mobile.com Upon receipt, T-Mobile will issue the applicable reimbursement amounts in accordance with the Carrier Freedom terms & conditionsMs [redacted] accepted this as a resolution to her concern In regards to Ms [redacted] ’s credit reporting, T-Mobile advised Ms [redacted] that she would need to speak with her previous carrier in order to determine what their dispute process isT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan C [redacted] Executive Response

March 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 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 regrets any concerns Ms. [redacted] experienced regarding payment arrangements. 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 department. T-Mobile offers payment arrangements as a courtesy to Ms. [redacted] which may vary as they are primarily based on individual account history. In some cases, T-Mobile may require a future dated payment in order to establish a payment arrangement. It is important to note that T-Mobile will send text message notifications when a payment arrangement is established, when the upcoming payment is going to process, when the payment has been submitted, and if the payment is returned as unpaid. Based on the outline below, Ms. [redacted] received the notifications accordingly and we regret any inconvenience on this matter. On February 24, 2017, a payment arrangement was created on www.t-mobile.com for two installments; $91.79 due March 3, 2017, and $91.79 due March 10, 2017. On March 4, 2017, Ms. [redacted] contacted T-Mobile to advise she cannot make the first portion of the payment arrangement, but will make a payment with cash in a retail location. That same day, a payment in the amount of $40.00 was paid in a retail location. As the first installment of the payment arrangement had processed on March 3, 2017, T-Mobile was unable to stop the arrangement prior to speaking with Ms. [redacted] . On March 5, 2017, the first installment of $91.79 was returned as unpaid and therefore Ms. [redacted] ’s account was partially suspended. On March 6, 2017, T-Mobile received a payment in the amount of $50.00 and Ms. [redacted] ’s service was restored. When an account is restored from suspension, T-Mobile will charge a $20.00 restore from suspend fee for each line of service. As such, when Ms. [redacted] ’s service was restored, her account was assessed a $20.00 restore from suspension fee for each line of service. That same day, T-Mobile assisted Ms. [redacted] with creating a payment arrangement for two installments; $50.00 due March 8, 2017, and $128.58 due March 15, 2017. On March 7, 2017, T-Mobile notified Ms. [redacted] of her upcoming $50.00 payment via text message. Then, on March 8, 2017, T-Mobile processed the $50.00 installment as agreed and on the same day, Ms. [redacted] contacted T-Mobile requesting this amount be refunded and stated this payment was taken out accidentally. Please note that T-Mobile does not have any record Ms. [redacted] contacted our Customer Care department to request this installment be stopped prior to the payment processing. Furthermore, on March 15, 2017, the second installment for the above payment arrangement, in the amount of $128.58, was returned as unpaid. Further review confirms that on March 16, 2017, Ms. [redacted] contacted T-Mobile and made a payment with our Customer Care department in the amount of $128.58. Due to an inadvertent error, the account was suspended after the payment was received. T-Mobile regrets any inconvenience to Ms. [redacted] . Upon speaking with Ms. [redacted] March 28, 2017, we confirmed her line ending in 0574 is set as the primary line and should be the only line receiving payment notification text messages. We asked that Ms. [redacted] provide examples of the notifications received on her mother’s device and we will work with our technicians to resolve this matter. Ms. [redacted] indicated she will contact me via email or at the number below when she has further examples. In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $95.64 for the restore from suspend fees that billed due to the last outlined suspension. This adjustment impacted the account balance in the amount of $390.04 and leaves a remaining balance in the amount of $294.40 for monthly access charges and fees and taxes for the billing period from January 23, 2017 through March 22, 2017. 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] G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I appreciate that Thania took the time to describe what my bill amounts are but she neglected to accept accountability for the numerous mis-charges that we have been billed for nor did she mention T-Mobile Kickbacks, which have been messed up on our bill for a few months I feel her response is not fully honest nor will it help others who read the reviews to understand what the issues are 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 meThey have issued me credit as they promisedSincerely, [redacted] ***

May 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [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 3, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] * [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding the account billingT-Mobile records indicate that on October 25, 2016, T-Mobile’s Financial Care department assisted Mr [redacted] with an Extended Payment Schedule (“EPS”)for the past due amount of $An EPS is a payment arrangement that allows a customer to pay their balance off in monthly installmentsThe creation and maintenance of an EPS can only be administered by T-Mobile’s Financial Care departmentThe EPS was set to bill in installments of $on the following seven billing statementsHowever as payment was not received in a timely manner, on November 18, 2016, T-Mobile suspended the account’s ability to place outbound callsAnytime an account carries a past due balance, it may be subject to suspension and or cancellation As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, at that time, when a payment in the amount of $was remitted and the account was reactivated, the account was assessed a $restore from suspension fee per line of service On March 12, 2017, the account was cancelled for non-paymentIt is important to note that if an account goes into a cancelled status, the EPS balance will be accelerated and due immediatelyTherefore, at that time, the remaining EPS balance in the amount of $was accelerated and was reflected as a charge on the billing statement dated April 8, In addition, if a customer has an open Equipment Installment Plan (“EIP") and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Mr [redacted] agreed to an EIP on May 18, 2016, with the purchase of two iPhone SE handsetsWhen the account was canceled the remaining EIP balance of $was accelerated and posted to the billing statement dated April 8, Furthermore, if a customer has an open JUMP! On Demand ("JOD") lease and the account is canceled, any remaining lease installments and purchase option price (“POP”) on the canceled account are accelerated and become due with the final billing statementThis information is disclosed within the JOD lease agreement provided at the time of purchaseT-Mobile records indicate that Mr [redacted] entered into a JOD lease, on May 18, 2016, for a Samsung Galaxy ShandsetWhen the account was canceled the remaining lease installments and POP totaling $was accelerated and posted to the billing statement dated April 8, It is T-Mobile’s positon that the above-referenced charges are valid and owed However, as a courtesy to Mr [redacted] , and upon speaking to him, on May 11, 2017, T-Mobile agreed to apply a credit in the amount of $toward the account thereby reducing the account balance to $which consists of monthly access charges applicable taxes, and fees from the billing statement dated May 8, Pursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer CareT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

February 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA 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 9, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to [redacted] satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his billingT-Mobile records confirm that on December 2, 2016, Mr [redacted] activated service with mobile number ending in ***Further records confirm that on December 4, 2016, Mr [redacted] requested his service be terminated due to no coverage at which time the account was canceled Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleIf, during that billing cycle, the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advanceA customer is assigned a billing cycle 1-days after activationT-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billedThese usage charges would appear on the customer’s first statement, along with the monthly reccurring service charges for their regular billing cycle T-Mobile records confirm that [redacted] first billing statement was adjusted in full in the amount of $However, the final billing statement included prorated monthly charges from December 2, 2016, through December 4, As we want to ensure that our customers are provided the best experience possible, on February 11, 2017, T-Mobile contacted Mr [redacted] and offered to issue a credit to offset the $balanceOn February 12, 2017, Mr [redacted] accepted our offer and the account now reflects a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

February 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA 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 1, 2017, regarding the above-referenced account T-Mobile regrets Ms [redacted] ’s concerns regarding her Mobile Device Unlock status and account service interruptionsOur records confirm that on February 27, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone Plus deviceThe EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceAt the time of purchase, Ms [redacted] was not asked to make a down paymentRather, she was only required to pay the taxes on the full retail price of the device, and agree to a series of 24-monthly installments of $ As of the date of this letter, Ms [redacted] ’s account reflects a $balance dating back to billing statement dated October 13, T-Mobile records also indicate that on September 29, 2016, payment arrangements were made with Ms [redacted] with regard to her outstanding balanceAt that time, Ms [redacted] agreed to remit a payment of $on October 13, 2016, and a $payment on October 27, Regretfully, the payment remitted to the account on October 13, in the amount of $was not successfulIf a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agency Please be advised that on October 14, 2016, a $payment was remitted to the account which left a remaining balance of $The billing statement dated October 14, consisted of a past due balance of $185.17, new charges totaling $for monthly access charges for the billing period of September 14, to October 13, 2016, monthly EIP charges, and applicable taxes fees which had a due date of November 6, With the past due balance, the total balance due was $ Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateAs payment was not received timely, on October 16, 2016, T-Mobile suspended the account’s ability to place outbound callsFollowing the suspension of service, on October 16, 2016, Ms [redacted] agreed to a new payment arrangement in which she agreed to remit a $payment on October 30, and a $payment on November 13, Accordingly, on November 1, 2016, a $payment was remitted to the account for an updated balance of $ The billing statement dated November 14, consisted of a past due balance of $220.28, new charges totaling $for monthly access charges for the billing period of October 14, 2016, to November 13, 2016, monthly EIP charges, and applicable taxes and feesIncluding the past due balance, the total balance due was $which had a due date of December 6, Regretfully, a $payment was not remitted to the account by November 15, as agreedTherefore, on November 15, 2016, T-Mobile suspended the account’s ability to place outbound calls The billing statement dated December 14, consisted of a past due balance of $389.23, new charges totaling $for monthly access charges for the billing period of November 14, to December 13, 2016, monthly EIP charges, and applicable taxes and feesWith the past due balance, the total balance due was $which had a due date of January 6, Please note that as payment was not remitted for the outstanding balance and Ms [redacted] had not contacted T-Mobile to make payment arrangements, on December 17, 2016, T-Mobile fully suspended Ms [redacted] ’s account for non-payment As indicated in our letter to your office dated February 14, 2017, Ms [redacted] ’s account was restored from non-payment suspension as a courtesyMs [redacted] was advised as there was usage on the account the charges were considered valid and owed On January 4, 2017, a warranty exchange was filed for an iPhone Plus Gold 64GB device to be picked up in a nearby T-Mobile storeAs an additional courtesy, T-Mobile applied a credit of $for one month of service plus tax and also a $credit equal to the service warranty processing fee reducing the balance owed to $Due to the outstanding balance and no payment remitted to the account, on January 7, 2017, T-Mobile suspended the account’s ability to place outbound calls The most recent billing statement dated January 13, consisted of a past due balance of $444.62, new charges totaling $for monthly access charges for the billing period of December 14, 2016, to January 13, 2017, monthly EIP charges, and applicable taxes and fees totaling $which had a due date of February 6, T-Mobile records confirm that Ms [redacted] canceled her account on January 31, when she ported her mobile number to another service providerPlease be advised that on January 31, 2017, a $adjustment was issued to the account for service charges after cancellationAdditionally, on January 30, 2017, payments totaling $issued to the account of an updated balance of $It is T-Mobile’s position that the balance is valid and owed Device unlock codes are available to customers who meet our eligibility requirementsA review of Ms [redacted] ’s account confirms that we have received a request for a Mobile Device Unlock (“MDU”) code for the above mentioned Apple iPhone Plus deviceHowever, Ms [redacted] ’s device is not eligible for a Mobile Device Unlock code as the account is not in good standing While it remains T-Mobile’s position that balance is valid, and Ms [redacted] ’s Apple iPhone device does not currently qualify for a MDU, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to unlock the handsetInstructions with how to unlock Ms [redacted] ’s Apple iPhone Plus device will be received to the email she provides in her letter to your officePlease allow to hours for receipt of the instructionsT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alberto V [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I'm not sure if it's assumed but I'm expecting a refund of $for the initial down payment I put down for opening a new account/phones and a check for $as a reimbursement for the old device we traded in from our old carriersI know that I'm subject to a small balance for using the T-Mobile for under a week (the representative said it would be under $20) that will be deducted from those amounts owed to meI believe I should not be subject to a restocking fee since this entire issue was the result of what T-Mobile telesales promised versus what that could actually honorProvided all these happen (the refund and reimburse I disclosed above, I pay the small amount owed for limited usage of their network/phones, and no restocking fee) I consider this sufficient and I would close my complaint.Sincerely, [redacted]

Revdex.com: TO WHOM IT MAY CONCERN:Please be aware that complaint ID: [redacted] which I filed on 8/9/has been resolved by T-Mobile USA and myselfThey called me and we came to an agreement.Thank you for your help in resolving this matterPlease consider this complaint withdrawn and/or resolved.Signed, [redacted] Miami, FL