T-Mobile USA

March 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 a letter dated February 11, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms [redacted] , and that she has designated Mr [redacted] as an authorized user of the accountWe are glad to report that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfaction T-Mobile is sorry to hear of Mr [redacted] ’s concerns with his recent equipment purchase and his monthly equipment chargesPlease 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 Mr [redacted] feels that this was not his experience when recently visiting his local T-Mobile retail store and contacting our Customer Care to discuss his concerns T-Mobile records confirm that on December 8, 2016, Mr [redacted] purchased a Samsung Jdevice under his mobile number ending in [redacted] and elected to finance it with our Equipment Installment Plan ("EIP") programThe device had a retail price in the amount of $Mr [redacted] was required to pay a down payment in the amount of $plus $for the sales tax and agreed to monthly installments in the amount of $Records further confirm that at that time, his mobile number ending in [redacted] was subscribed to the JUMP! feature which includes all the benefits of the Premium Handset Protection ("PHP") feature for an additional $plus tax per monthAs such, he should have expected his monthly bill to increase by roughly $ Records further confirm that on February 9, 2017, Mr [redacted] paid his Samsung Jdevice in full which at the time reflected a balance in the amount of $As such, going forward Mr [redacted] will no longer be assessed the monthly installments in the amount of $ On March 8, 2017, T-Mobile contacted Mr [redacted] to discuss his concerns and the information motioned aboveMr [redacted] let us know that he was not aware that the JUMP!feature had been added to his account and pursuant to his request, T-Mobile removed the JUMP!feature as of March 8, In an effort to amicably resolve this matter, T-Mobile issued a onetime bill credit in the amount of $for the JUMP!feature charges assessed to the account for the billing periods from December 8, 2016, through the end of Mr [redacted] ’s most recent billing cycle February 19, In addition, T-Mobile issued an additional bill credit in the amount of $which will cover any pending JUMP!monthly charges as well as an additional bill creditMr [redacted] ’s account remains active and it currently reflects a balance in the amount of $due by March 12, T-Mobile appreciates the opportunity to assist Mr [redacted] with his concerns and we regret any inconvenience he may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

September 24, 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 September 18, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] satisfaction T-Mobile appreciates that Mr [redacted] chose to re-activate service with T-Mobile and we regret that he experienced any concerns with our Early Termination Fee (ETF) reimbursement offer T-Mobile records confirm that Mr [redacted] met all eligibility requirements for our ETF reimbursement offer Our ETF reimbursement offer requests are processed by [redacted] , a third party service partner It appears as though Mr [redacted] previous submissions were declined in error and feedback has been sent to [redacted] regarding Mr [redacted] submissions and experience On September 24, 2015, T-Mobile approved Mr [redacted] ETF reimbursement request and a reimbursement in the amount of $was approved Mr [redacted] should allow up to business days for delivery of the reimbursement card In addition, to show our appreciation of Mr [redacted] continued business, T-Mobile issued an $credit to his account on September 24, 2015, which leaves his account with an $credit balance that will be applied toward his future billing statements Mr [redacted] agreed that he considers this matter resolved 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 [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

August 8, 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 2, 2016, regarding the above-referenced accountT-Mobile regrets Mr***’s concern regarding the Samsung Buy One Get One free promotionT-Mobile customers that purchased any Samsung handset between May 27, and June 9, 2016, and added a new line of service, were eligible to get a Samsung of equal or lesser value free through a mail in rebateIn an effort to resolve this matter amicably, T-Mobile confirms that Mr***’s prepaid refund card in the amount of $789.99, was shipped on July 31, Mr [redacted] should allow 15-days for deliveryT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

February 9, 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 5, 2017, regarding the above-referenced accountT-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 accountT-Mobile strives to provide a knowledgeable, professional and courteous experience on every customer contactWe 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 Sfor an existing line and the new line, the opportunity to receive the second Samsung Galaxy SfreeIn order to qualify for the promotion, customers were required to finance the two Samsung Galaxy Sdevices 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 accountDuring this visit Ms [redacted] purchased a new Samsung Galaxy Sfor her number ending in [redacted] and for the new number ending in ***Ms [redacted] elected to finance the two Samsung Galaxy Sdevices through EIP wherein she agreed to pay for the cost of each device totaling $in monthly installments of $and one final installment of $Unfortunately, Ms [redacted] has not received the promotional monthly credits to make one of the Samsung Galaxy Sdevices free Furthermore, T-Mobile records confirm that Ms [redacted] changed her plan to the $T-Mobile One plan effective November 10, Ms [redacted] ’s monthly costs total $before tax for her four voice lines and mobile internet lineMs [redacted] also participated in the 4th line free promotionAs such, Ms [redacted] receives a monthly credit of $plus tax to make mobile number ending in [redacted] freeMs [redacted] is also receiving a monthly discount of $for her mobile internet number ending in These credits reduce Ms [redacted] ’s monthly cost to $before taxes and equipment chargesMs [redacted] has several devices financed through EIP with monthly EIP loan payments totaling $As such, Ms [redacted] ’s monthly cost before taxes totals $ In an effort to amicably resolve this issue, T-Mobile ended the EIP loan for the Samsung Galaxy Swhich was financed for mobile number ending in [redacted] and waived the remaining balanceFurthermore, T-Mobile applied an $credit to Ms [redacted] ’s account for the three monthly installments which were billed to her account for the Samsung Galaxy SThis credit reduced Ms [redacted] ’s balance to a credit balance of $This also reduced Ms [redacted] ’s monthly cost to $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 planSince 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 planPursuant to Ms [redacted] ’s request, we changed her rate plan to the new T-Mobile One All In rate plan effective February 10, When Ms [redacted] signs up for automatic payment, her new monthly access charges will total $and will include taxTherefore, Ms [redacted] ’s monthly charges will total $and will include taxMs [redacted] currently pays an estimated $in taxesAs such, the new rate plan should reduce Ms [redacted] ’s monthly cost by an estimated $per monthMs [redacted] may review the changes made to her account, sign up for automatic payment and review her account balance by visiting www.T-Mobile.comT-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 Brian W [redacted] Executive Response

August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 August 3, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] ’s experienced with his accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer Care Please be advised that a review of Mr [redacted] ’s account show that he has carried a past due balance over the last ten monthsOn July 7, 2017, a billing statement was sent to Mr [redacted] in the amount of $with consisted of new charges of $and his previous balance in the amount of $The past due balance was due immediately and the new charges were due on July 27, On July 12, 2017, Mr [redacted] ’s contacted T-Mobile to set up a payment arrangement in which he agreed to pay two installments of $on July 21, and on July 27, Please be advised that Mr [redacted] ’s account was assessed a $payment arrangement support feePlease note that customers like Mr [redacted] may set up payment arrangements at no cost via the T-Mobile app or by visiting www.MyT-Mobile .com On July 24, 2017, Mr [redacted] ’s account was suspended due to non-paymentThereafter Mr [redacted] contacted T-Mobile and agreed to make a payment in the amount of $via credit card on July 27, As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedPlease be advised that when Mr [redacted] ’s account was reactivated, as a courtesy T-Mobile did not assess the account any restore from suspension fees Please be advised that on July 27, 2017, T-Mobile attempted to collect the payment in the amount of $386.75; however, Mr [redacted] ’s credit card was declinedThen, on July 28, 2017, a payment in the amount of $was remitted to Mr [redacted] ’s account, updating the balance to $After the payment was remitted, Mr [redacted] ’s account reflected a past due balance in the amount of $ Due to the past due balance, Mr [redacted] ’s account was suspend on July 29, Thereafter, Mr [redacted] contacted T-Mobile to resume his serviceWhen Mr [redacted] ’s account was reactivated, as a courtesy T-Mobile did not assessed the account any restore from suspension fees On August 1, 2017, Mr [redacted] ’s account was suspended due to non-paymentOn August 2, 2017, Mr [redacted] contacted T-Mobile and agreed to a payment arrangement where he would pay $on August 16, 2017, and $on August 31, As a courtesy to Mr [redacted] , he was not charged a payment arrangement support fee and his account was not assessed any restore fees when his service was restored T-Mobile reviewed the billing statements from May 7, 2017, to August 6, 2017, and over the course of those three months, Mr [redacted] ’s account used an average of 3,minutes with calls as long as minutes, sent and received multiple text messages, and used an average gigabytes of dataAs such, it is T-Mobile’s position that Mr [redacted] is able to utilize the service and we consider the charges to be valid If Mr [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care the details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments 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 Robert R [redacted] Executive Response

April 4, 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 April 2, 2017, regarding the above-referenced account We are pleased to report that we have resolved Ms***’s concerns to her satisfaction T-Mobile regrets to hear that Ms [redacted] had any concerns with processing a Mobile Unlock requestT-Mobile is committed to providing our customers with clear information about how to unlock their mobile phones, tablets, and mobile internet devices for use across different mobile carriersDevice unlock codes are available to customers who meet our eligibility requirements A review of Ms***’s request confirms that on March 12, 2017, T-Mobile received a request for a Mobile Device Unlock code for the LG Ldevice with International Mobile Equipment Identifier (“IMEI”) ending *** As such, on March 14, 2017, T-Mobile emailed Ms [redacted] with the Mobile Device Unlock code and instructions needed to unlock her deviceWe apologize if Ms [redacted] did not receive the email as it was never our intention to cause any delay in unlocking her device Nevertheless, on April 4, 2017, T-Mobile contacted Ms [redacted] and resent the email with the instructions for her to complete her request which she has accepted as resolution to her concerns and considers this matter resolved to her satisfaction 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 Christina S [redacted] Executive Response

Revdex.com: I talked with BB via online chat and facebook chatThey told me that my account has now zero balance since I was never a t mobile subscriber 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]

Tell us why hereFebruary 8, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 27, 2018, regarding the above-referenced account T-Mobile is pleased to inform you that upon speaking with Ms [redacted] , she confirmed that her concern has been resolved to her satisfaction.T-Mobile regrets any concerns Ms [redacted] has experienced regarding our JUMP! On Demand (“JOD”) program and we appreciate the opportunity to address her concerns On July 8, 2016, Ms [redacted] qualified for and took advantage of our JOD option with the lease of an LG GSilver handset Please note that Ms [redacted] was not required to remit a capital cost reduction payment but agreed to monthly installments of $21.00, as well as a final Purchase Option Price (“POP”) in the amount of $should she elect to keep the handset upon completion of the lease T-Mobile records indicate that on November 20, 2017, Ms [redacted] ’s lease ended and the POP was assessed to her December 20, 2017, billing statement Please note that this information is disclosed in the JOD agreement upon the lease of a new handset Upon speaking with Ms [redacted] on January 30, 2018, she confirmed that she did agree to the lease while in the retail location In effort to amicably resolve Ms [redacted] ’s concerns, on January 30, 2018, T-Mobile issued a credit in the amount of $to her T-Mobile account for the cost of the POP resulting in a revised balance of $272.79, which is due on February 12, 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-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Alyssa O***Executive Response

April 17, 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 April 5, 2017, regarding the above-referenced account We are pleased to report that we have addressed Mr [redacted] ’s concerns to his satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr [redacted] associated with the Friends and Family Lines On Us promotionBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr [redacted] To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] was required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account Regrettably, Mr [redacted] did not add any new lines of service to qualify for the promotion, however on November 22, 2017, he change his rate plan consisting of his four mobile numbers ending ***, ***, ***, and [redacted] to take advantage of our T-Mobile ONE rate planAlthough, he was not eligible for the Friends and Family Lines On Us promotion, Mr [redacted] did qualify for the T-Mobile ONE 4th Line Free promotion, receiving a promotional bill credit for the add a line charge for his number ending ***Please note that customers are still responsible for the taxes and surcharges on the free line of service Although, it is T-Mobile’s position that Mr [redacted] was enrolled in the correct promotion receiving one line of service for free, as a courtesy, T-Mobile offered to issue a credit of $consisting of the monthly add a line fee for months giving Mr [redacted] a second line of service for free for months in the form of a lump sum creditPlease note that on April 14, 2017, T-Mobile contacted Mr [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter address to his satisfaction 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 Christina S [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 I hope that in Qof 2017, the issue resolved as I was told through my phone conversation with Emilio Sincerely, [redacted]

Tell us why here September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 September 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that [redacted] Flores is the account holder of record, and that she has designated [redacted] as an authorized user on the above-referenced account We regret any concerns Mr [redacted] has in regards to his Samsung devices and our networkPlease note, T-Mobile records indicate that on July 30, 2017, in a T-Mobile store, two Samsung Galaxy S8+ devices were purchased for $each on an Equipment Installment Plan (“EIP”), with an $down payment plus $in taxes eachOn August 19, 2017, in a T-Mobile store, a Samsung Gear SFrontier Black device was purchased for $on EIP with a $down payment plus $taxes As of the time of Mr [redacted] ’s purchase of the above devices T-Mobile provided a day return period which allowed Mr [redacted] the opportunity to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase On September 21, 2017, we spoke with Mr [redacted] and advised in an effort to resolve the matter and as a gesture of goodwill, if his two Samsung Galaxy S8+ devices and Gear Swatch are returned to my attention in like-new condition, T-Mobile agrees to credit the remaining amount owed on the EIP and apply a credit of $to the account for the device down paymentsMr [redacted] agreed to this resolutionWe advised the devices can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: Daniel c/o Executive Response Menaul Blvd NE Albuquerque, NM T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that he please include the device, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handsetPlease be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Mr [redacted] and the balance will then be considered valid and owedWe also ask that Mr [redacted] disable the Anti-Theft application as T-Mobile cannot disable this application and the device will be returned to Mr [redacted] if the application is enabledIt is important to note, Mr [redacted] must have the equipment post marked for return no later than October 21, in order to take advantage of this offer 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 Daniel R [redacted] Executive Response

July 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 July 3, 2017, regarding the above-referenced file number We regret to hear of Mr [redacted] ’s identity theft concerns and the allegations of fraudIt is important to note that T-Mobile was not provided with the T-Mobile account number or mobile phone number for the disputed account in Mr [redacted] ’s name, and as such, we were unable to complete our investigation T-Mobile would like the opportunity to resolve this matter amicably; therefore, Mr [redacted] may contact me at the number below to provide the account number in question or his social security number as a means of locating his accountT-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 Alberto V [redacted] Executive Response

Tell us why hereFebruary 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 30, 2018, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] concerns regarding her T-Mobile accountRecords indicate that Ms [redacted] activated her postpaid account on January 29, Upon activation, Ms [redacted] was subscribed to our T-Mobile ONE rate plan for $a month It is important to note that T-Mobile offers a $discount for this rate plan if the customer’s account is enrolled in AutoPay, our automatic payment service Please be advised that Ms***’s account is not subscribed to AutoPay.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 cycle Records indicate that Ms***’s billing cycle begins on the second of every month and will close on the first of every monthAdditionally, Ms***’s due date will be on the 22nd of every month As such, Ms***’s first billing statement include prorated charge for services used from January 29, 2018, through February 1, 2018, and was billed in advanced for service from February 2, 2018, through March 1, Finally, please be advised that once the first payment is made on Ms***’s account, her account will be considered paid through March 1, If services are used through March 1, 2018, then a refunded will not be provided Should Ms [redacted] wish to transfer her mobile number to our prepaid service, she will not receive any further charges provided that the transfer is completed on or before March 1, T-Mobile contacted Ms [redacted] on February 1, and provided all the information above, which she has accepted as resolution to her concerns 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-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Vanessa C [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I reject any wrongdoing on my part, however I find that this resolution is satisfactory to me I ask that the business kindly let me know when to receive the refund card Sincerely, [redacted]

June 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 2, 2017, 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 report that we spoke with Mr [redacted] and he has confirmed that his concerns have been resolved to his satisfaction T-Mobile regrets any promotional concerns Mr [redacted] may have had and we appreciate the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountT-Mobile’s records confirm that as of November 19, 2016, Mr [redacted] subscribed to the T-Mobile ONE with taxes excluded rate plan, which for $130.00, provides the first two lines with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per month Between the months of November 2016, and March 2017, Mr [redacted] took advantage of the following promotions: • Samsung/LG Black Friday; • Apple Black Friday; • Fall LG Smartphone Offer; • Friends and Family lines On Us; and • Free Add-A-Line: This One’s On Us As can be expected, there are several eligibility requirements for each of the above promotions; Mr [redacted] did meet the requirements of the offersHowever, due to an administrative error, Mr [redacted] was not receiving the correct monthly installment adjustments T-Mobile records indicate in Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the following handsets: • A Samsung Galaxy Sedge handset for $789.99, with $down and $per month for 24-months, for mobile number ending in *** • A Samsung Galaxy Sedge handset for $789.99, with $down and $per month for 24-months, for mobile number ending in *** • LG Stylo plus handset for $239.99, with zero down and $per month for 24-months, for mobile number ending in *** • An Apple iPhone plus handset for $769.99, with $down and $per month for 24-months, for mobile number ending in *** T-Mobile’s records confirm that as of January 8, 2017, Mr***’s account is participating in our Advantage ProgramT-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement listThis discount program is referred to as the T-Mobile Advantage ProgramPlease note this is a grandfathered program which is not compatible with T-Mobile ONEAs Mr [redacted] is currently on a T-Mobile One rate plan, his account is ineligible for the Advantage Program Please be advised that T-Mobile contacted Mr [redacted] on June 7, At that time, T-Mobile assisted Mr [redacted] with completing a rate plan change to our T-Mobile ONE plan with taxes inclusive which is $per month before any applicable AutoPay creditsAutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment method supplied by the customerWhen an account is enrolled in AutoPay and subscribed to T-Mobile ONE, a $discount is provided per line of service monthly Mr [redacted] will continue to receive his mobile number ending in for free which is part of our Free Add-A-Line on Us promotionPlease note that Mr [redacted] is aware that with this promotion, his monthly bill will now be $a month before any applicable AutoPay creditsMr [redacted] is also aware that T-Mobile does not offer the Advantage program discount to the T-Mobile One rate plans T-Mobile has also absolved all remaining EIP balances associated with the above promotionsIn addition, as a gesture of good faith and in an effort to amicably resolve this matter, T-Mobile did issued Mr [redacted] a onetime credit of $leaving the account with a credit balance of $Mr [redacted] did accept this as T-Mobile’s offer of resolution Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent calls to our Customer Care 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 Nicole C [redacted] Executive Response

May 1, 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 April 18, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] has concerns with the CellSpot Router return On April 29, 2016, Mr [redacted] purchased a CellSpot Router for $and it was delivered to him on May 6, per UPS tracking number [redacted] As of the time of Mr***’s purchase, T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it meets his needs If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange T-Mobile records do not indicate that the equipment was received during the 14-day return period The tracking number that Mr [redacted] provided indicates a return to our National Return Center (“NRC”) on June 6, 2016, which was beyond the return period On May 1, 2017, T-Mobile requested a refund in the amount of $to be applied to the original Discover card ending in 1392, Mr [redacted] should allow up to three business days for the funds to be available T-Mobile respectfully declines to issue additional compensation to Mr [redacted] for 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 Ally Y [redacted] Executive Response

April 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 April 17, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter Please be assured that T-Mobile takes allegations of employee misconduct very seriously and strives to provide a world-class Un-Carrier experience to all of our customers on each and every contactWe make every effort to be professional, courteous, and 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***’ recent contacts with our Customer Care team T-Mobile records confirm that Ms [redacted] initiated an Equipment Installment Plan (“EIP”) Samsung Galaxy SEdge for her current mobile number ending in [redacted] on September 10, Regrettably, the mobile number ending in [redacted] was not subscribed to JUMP!feature which provides customers the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceAs Ms***’ mobile line of service is not subscribed to JUMP! feature, she is not eligible to JUMP! upgrade Please be advised that on March 30, 2017, T-Mobile applied a credit of $to assist Ms [redacted] with one-half of the remaining EIP balance for her Samsung Galaxy SEdge so that she would be able to upgrade to new handsets on EIP T-Mobile records confirm that on March 30, 2017, Ms [redacted] placed a purchase order for two new Samsung Galaxy SPlus handsets on EIPPlease be advised that each Samsung Galaxy SPlus order on EIP requires a down payment in the amount of $130.00, plus applicable sales tax, and equal monthly installments in the amount of $It is important to note that sales taxes are collected for the full handset retail price of $at the time of purchase which would make the total upfront cost of each Samsung Galaxy SPlus close to $per device based on a customer’s local tax rateT-Mobile regrets any inconvenience to Ms [redacted] if she was advised otherwiseT-Mobile records confirm that Ms [redacted] received her new handsets as of April 19, 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 Oscar T [redacted] Executive Response

April 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 April 3, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has encountered regarding her account and appreciates the opportunity to respond to this matter Please be advised that Ms [redacted] activated the above-referenced account number on August 1, T-Mobile records confirm that as of February 2, 2015, Ms [redacted] was subscribed to the Select Choice Unlimited Talk, Text, and MB’s Data, rate plan, which for $provides unlimited talk, text and MB’s of data at up to 4G/LTE speeds depending on device capabilityData features providing increasing allotments of high speed data may be added for an additional costAdditionally, Ms [redacted] elected to add the 3GB high speed data feature for $to her mobile numbers ending in and ***, while she added the Unlimited Data feature with 7GB’s of Smartphone Hotspot to her line ending in *** T-Mobile regrets that Ms [redacted] had concerns with her data speeds as she indicated in her correspondence to your officeTypically, we would request that she contact Customer Care with details of the problem, including the date, time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesRegrettably, our records indicate that Ms [redacted] s account is no longer active and as such, we would be unable to determine the cause of her data concerns T-Mobile reviewed the billing statements from November of 2015, to January of 2015, and over the course of those three months, Ms [redacted] used an average of minutes, sent and received multiple text messages and used an average of GB’s of high speed dataAs such, it is T-Mobile’s position that Ms [redacted] was able to utilize the service and we consider the charges to be valid and owed Unfortunately, T-Mobile records confirm that on April 7, 2015, Ms [redacted] ’s account was cancelled for non-payment of servicesMs [redacted] ’s final billing statement dated May 2, 2015, reflected a total balance in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in final equipment charges and applicable taxes and fees, which was due on May 22, Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellationAs Ms [redacted] s account remained in a delinquent status with a balance of $on April 7, 2015, her account was cancelled for non-payment of services rendered Further, As T-Mobiles internal collection efforts were unsuccessful, on May 30, 2015, her account was referred to Enhanced Resource Centers, a third party collection agencyPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingMs [redacted] may contact Enhanced Resource Centers at 800-501-to discuss payment optionsT-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 Abigail P [redacted] Executive Response

Hello, T-Mobile has reached out to me and has resolved this matter by issuing a month's credit, crediting the outstanding balance of the lost/stolen phone and is in the process of shipping out a new phone by this FridaySincerely, [redacted]

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 February 25, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced regarding his payment arrangement requestsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care department T-Mobile records indicate on April 25, 2014, Mr [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $per month for one line of serviceMr***’s line ending in [redacted] subscribed to our 6GB data feature for $per month and our Premium Handset Protection feature for $per monthThat same day, Mr [redacted] activated a Mobile Internet line ending in [redacted] and subscribes to our Mobile Internet On Demand rate plan for $per month On May 12, 2016, Mr [redacted] took advantage of our JUMP! On Demand lease option for a Samsung Galaxy SdeviceJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costJUMP! On Demand customers are responsible for, and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf 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 next month billing statementIt is important to note should an account cancel, the remaining lease payments and purchase option price are applied to the final bill Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account historyT-Mobile records indicate on January 1, 2017, Mr [redacted] created a payment arrangement on www.t-mobile.com to pay the outstanding balance in two installments; $due on January 15, and $due January 29, T-Mobile records indicate on January 31, 2017, Mr [redacted] contacted T-Mobile to make a payment in the amount of $which proved unsuccessfulRegrettably, T-Mobile does not have record Mr [redacted] was advised his account was provided a ten day hold to prevent interruption in serviceThat same day, the payment arrangement in the amount of $was returned unpaid and Mr***’s account was partially suspended on February 1, As a courtesy, T-Mobile allowed Mr [redacted] to receive incoming calls during the suspension, but restricted outgoing calls At the time Mr***’s account was suspended, the balance owed was in the amount of $and consisted of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 29, through February 28, It is important to note in order to restore service and create a new payment arrangement, T-Mobile will request a payment to lower the amount owedOn February 1, 2017, Mr [redacted] was asked to make a payment in the amount of $Regrettably, T-Mobile did not receive a payment and Mr***’s account remains suspended On February 1, 2017, Mr [redacted] ported his line ending in [redacted] to a new carrier which cancelled this line on his T-Mobile accountAs Mr [redacted] only ported his voice line of service his Mobile Internet line ending in [redacted] remains active Mr***’s March 1, 2017, monthly billing statement is in the amount of $and consists of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 29, through March 28, Should this balance remain unpaid, Mr***’s account may be cancelled or assigned to a third party collection agency In an effort to amicably resolve this matter, T-Mobile can offer Mr [redacted] the return of his Samsung Galaxy Sdevice and will end the lease without requiring the final lease payments or purchase option priceT-Mobile requests Mr [redacted] contact me at the number below within business days from the date of this correspondence should he wish to take advantage of this offerT-Mobile respectfully declines Mr***’s request for credit towards the account balanceT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response